UNCORKING THE FUTURE
A SIP WITH THE AI SOMMELIER
CityDrinks is Abu Dhabi's leading online alcohol delivery platform, renowned for its extensive selection of premium spirits, fine wines, craft beers, and an array of glassware, bar accessories, cocktail ingredients, and gourmet snacks. Designed to elevate the at-home party experience, CityDrinks provides a comprehensive range of products for every occasion. Founded by the visionary entrepreneur Dominique Szymura, CityDrinks proudly stands as the UAE’s first 100% online home delivery alcohol service. The platform offers a seamless shopping experience through its app and website, ensuring reliable stock availability and competitive pricing. At its core, CityDrinks is a logistics powerhouse, equipped with its own fleet to guarantee swift and dependable deliveries.
In this interview, we delve into the innovative CityDrinks AI Sommelier, Genie—a game-changer in personalised beverage recommendations. Dominique Szymura shares insights into how Genie enhances the customer experience and how it could potentially fit into the world of hospitality.
Meet Genie
An AI Sommelier is an artificial intelligence system designed to assist with the selection of wine, beer, and spirits, as well as pairing, recipe guides,
DOMINIQUE SZYMURA, Founder and General Manager, CityDrinks
and recommendations. CityDrinks’ AI Sommelier, named Genie, leverages machine learning algorithms to analyse the extensive CityDrinks database and match it with specific foods, personal preferences, and contextual factors. This provides tailored recommendations to customers using the free service on the CityDrinks app.
The development of our AI Sommelier involved several stages:
> Data Collection: Gathering a comprehensive dataset of wines, including all their characteristics, such as the grape variety, the region it’s from, the type of vintage, the flavour profiles, and the ratings it has received from experts.
Example: For each wine, collect detailed information such as "Cabernet Sauvignon", "Napa Valley", "2018 vintage", "notes of blackberry and oak", and a rating of "92 points" from wine critics.
> Machine Learning: Once data has been collected, a training algorithm needs to be created to sift through the data, recognising patterns and correlations between the different beverages and the factors influencing their selection.
Example: Develop a machine learning model that learns which types of wines are preferred by users who like "bold red wines" and can predict which wines a new user might enjoy based on their stated preferences and past selections.
> Natural Language Processing (NLP): After a training algorithm has been generated, NLP is implemented to understand and interpret a user’s query, preferences, and feedback.
Example: Use NLP to parse a user's request such as "I'm looking for a light, fruity wine from Italy" and extract relevant attributes to match with wines in the dataset.
> Recommendation Systems: Building and finetuning recommendation algorithms that can provide personalised suggestions based on user inputs.
Example: Create a recommendation engine that, after analysing user preferences and past interactions, suggests specific wines that are likely to match their tastes, such as "Try this 2019 Pinot Grigio from Veneto with notes of apple and pear."
> The technology used in the development of Genie includes advanced technologies like machine learning algorithms to analyse data and make predictions based on beverages, foods, and user preferences. Natural Language Processing (NLP) allows it to understand and respond to user queries naturally. Data analytics helps it interpret beverage databases for flavour profiles and pairings, while recommendation systems provide personalised suggestions. Cloud computing ensures efficient processing and storage, and a user-friendly interface on the CityDrinks app makes interaction seamless. Continuous learning and updates keep the AI's recommendations current and accurate.
Genie vs ChatGPT
Our AI Sommelier and ChatGPT serve distinct purposes, each tailored for different uses. Genie is specifically engineered to handle queries related to alcohol, providing expert recommendations on wines, beers, spirits, cocktails, and even food and music pairings. It understands the nuances of beverages, matching them with user preferences, and offers detailed information about grape varieties, regions, vintages, flavour profiles, and expert ratings. This specialised knowledge ensures users receive highly relevant and informed suggestions.
In contrast, ChatGPT is a generalpurpose conversational AI designed to engage in a wide range of conversations on various topics. While it can provide information about wines and spirits, its knowledge in this area is not as in-depth as that of our AI Sommelier. ChatGPT's versatility allows it to assist with numerous tasks beyond alcohol recommendations, making it a tool for diverse applications. It can engage in conversations, answer questions, and perform various functions across a broad spectrum of subjects.
The key difference lies in their functionality and domain knowledge. The AI Sommelier focuses on understanding user preferences and contexts to provide tailored beverage recommendations, suggest pairings, identify suitable drinks for specific occasions, and offer insights into beverage characteristics. Meanwhile, ChatGPT is designed to handle a wider array of conversational needs, providing broad-based information and assistance across many topics. Thus, while the AI Sommelier is highly specialised in its field, ChatGPT offers extensive conversational capabilities, making each suited to different user needs and scenarios.
Our AI Sommelier works by receiving input from users who provide information about their preferences, the meal they are planning, or other contextual details. This data is then processed using natural language processing to understand the input and extract all relevant details. By leveraging machine learning algorithms,
the system analyses the data and matches it with the most suitable products in the CityDrinks beverage database, ultimately generating a list of product recommendations tailored to the user's needs, where they can purchase those products right away.
The idea was inspired by the need to make beverage selection more accessible and less intimidating for consumers. Many people find it challenging to choose the right wine due to the vast variety available and the complexity of wine characteristics, such as flavour profiles, grape varieties, and regional differences. This can be overwhelming, especially for those who are not wellversed in the nuances of wine. Our Genie aims to democratise this process by providing expert-level advice through technology. By leveraging advanced algorithms and natural language processing, our AI can analyse individual preferences, meal pairings, and other contextual information to offer personalised recommendations. This not only simplifies the decision-making process but also enhances the overall experience for consumers, making the world of wine and other beverages more approachable and enjoyable for everyone.
What customers have to say?
Customer feedback has generally been positive. Users appreciate the convenience of having Genie to guide them through the selection process, saving them time and effort. The ability to discover new products that they might not have considered otherwise has been a significant highlight for many customers. Personalised recommendations tailored to individual tastes and preferences have also been well received, making the shopping experience more enjoyable and satisfying. Additionally, some feedback specifically highlights Genie’s effectiveness in demystifying the often complex world of wine, cocktails, beer, and spirits, making selection easier and more intuitive. This has not only helped users feel more confident in their choices but has also enhanced their overall at-home experiences by ensuring they select beverages that perfectly complement their meals. Overall, the positive responses reflect the value and impact of our AI Sommelier in transforming the way people choose and enjoy beverages.
What benefits could an AI Sommelier bring to restaurants and hospitality venues?
CityDrinks’ Genie enhances the customer experience by offering personalised recommendations for wines, beers, cocktails, and spirits, ensuring that each beverage perfectly complements the meal and enriches overall enjoyment. This service is completely free, making expert-level advice accessible to everyone without additional cost. By handling the initial stages of wine, beer, cocktail, or spirit selection, the AI reduces the workload on human sommeliers and restaurant staff, allowing them to focus on other aspects of customer service. This improves overall efficiency and ensures a smoother dining experience. Our AI Sommelier provides consistent recommendations every time, guaranteeing high-quality advice regardless of when or where it is used. This reliability builds trust and satisfaction among users. Additionally, the AI serves as a valuable training tool for staff, helping them learn about beverage pairing and selection. By interacting with the AI and observing its recommendations, staff members can deepen their understanding of all sorts of beverages, improving their ability to assist customers and enhancing their professional skills.
CityDrinks' AI Sommelier, Genie, has great potential in the hospitality space, particularly in enhancing dining experiences by providing immediate
and expert recommendations for wines, beers, cocktails, and spirits. Genie can be integrated into restaurant ordering systems, mobile apps, and websites to offer these benefits:
> Personalised Service: Genie tailors beverage suggestions to individual customer preferences, offering a highly personalised dining experience.
> ncreased Sales: Expert recommendations encourage customers to try new and higher-margin products, boosting overall sales.
> Operational Efficiency: Genie streamlines the selection process for wines, beers, cocktails, and spirits, reducing the workload on human sommeliers and waitstaff, allowing them to focus on customer service.
> Consistency and Reliability: Genie provides consistent, reliable recommendations, ensuring high-quality advice every time.
> Training and Development: Genie serves as a training tool for staff, enhancing their knowledge of beverage pairing and selection.
> Integrating Genie into the hospitality industry can elevate the dining experience, increase sales, improve efficiency, and provide consistent, high-quality service.
The limitations of the AI Sommelier compared to a human sommelier
Genie, while powerful, has limitations compared to a human sommelier. Firstly, Genie lacks the emotional intelligence and personal touch that a human sommelier brings, including understanding and responding to the nuanced emotions and preferences of diners. Contextual awareness is another challenge, as Genie may struggle to fully grasp the atmosphere and unique nuances of a dining experience, such as special occasions or specific customer expectations. Additionally, human sommeliers excel in adaptability, handling unexpected situations and complex customer requests with flexibility and intuition—traits that AI currently finds difficult to replicate. Lastly, while Genie can access vast amounts of data, the deep expertise and intuitive understanding developed through years of experience that human sommeliers possess remain challenging for AI to match.
LEADING WITH EXCELLENCE, INNOVATION AND VISION
The Top 40 Hospitality Heavyweights celebrate the leaders defining and redefining hospitality with groundbreaking innovation, exceptional service, and transformative impact. Join us in honouring the men and women who set new standards and inspire both today's professionals and the future generation of hospitality leaders.
FAHD HAMIDADDIN CEO, Saudi Tourism Authority (STA)
Hamidaddin became CEO of STA in March 2020. By November 2023, Riyadh was announced as the host city for Expo 2030 by the Bureau International des Expositions. Previously, Hamidaddin served as chief of investment, strategy, and tourism marketing for the Saudi Ministry of Tourism and chief commercial officer at King Abdullah Economic City. He also holds positions on the board of trustees for Prince Mohammad bin Salman College for Business and Entrepreneurship and is a board member of the Qiddiya Investment Company, the Saudi Conventions and Exhibitions General Authority, and other government committees.
H.E. ISSAM KAZIM CEO, Dubai Corporation for Tourism and Commerce Marketing (DCTCM)
Issam Kazim, CEO of DCTCM, has been at the helm since February 2014, leading the branding, promotion, and marketing of Dubai. Under his leadership, DCTCM has built a strong team and an extensive network of international offices. Kazim is pivotal in forging global partnerships and fostering relationships with industry stakeholders, partners, and investors, boosting tourism in the city. He frequently represents Dubai Tourism at events and media engagements and serves on the Board of Dubai Media Council. His tenure is marked by the development of innovative tools and data-driven platforms that enhance the visitor experience.
RAKI PHILLIPS
CEO, Ras Al Khaimah Tourism Development Authority
Raki Phillips, CEO of RAKTDA, is transforming Ras Al Khaimah into the 'Destination of the Future,' aiming to boost tourism's economic contribution and attract 3.5 million visitors by 2030. He secured a $3.9 billion deal with Wynn Resorts for an integrated resort and has over 20 years of experience with brands like Ritz-Carlton and Universal Studios. Phillips founded SugarMoo and led Earth Hotels. Recognised by other prestigious entities, he previously developed a $5 billion hotel project pipeline at INHOCO. He holds degrees from the University of Central Florida and the University of Phoenix, and serves on multiple boards.
KNIPPENBERG CEO, Kerten Hospitality
DUNCAN O’ROURKE
CEO, Premium, Midscale & Economy Division Middle East, Africa & Asia Pacific, Accor
Duncan O’Rourke, CEO Middle East, Africa, Turkey & Asia Pacific at Accor, holds degrees from César Ritz Colleges in Switzerland and Reims Management School. With over 35 years in the hospitality industry, he has held executive roles in Europe, the US, and the Middle East. Starting as General Manager for Kempinski, he rose to COO, becoming Europe's youngest CEO in the industry. Since joining Accor in 2016, he managed over 470 hotels in Central Europe and, in 2020, was appointed CEO Northern Europe, overseeing 1,100 hotels across 32 countries. In January 2023, he became CEO of Accor’s Premium, Midscale & Economy division for the Middle East, Africa, Turkey, and Asia Pacific.
Marloes is a distinguished hospitality leader who has redefined industry benchmarks by integrating ESG (Environmental, Social, and Governance) into business operations. This transformation elevated a national brand to a global lifestyle hospitality group with over 57 projects. Her strategic vision targets expansion through synergistic collaborations. At Hilton, she managed high-impact operational and commercial portfolios, underscoring her commitment to human capital development and sustainability.
MARLOES
RICHARD
HADDAD Soon To Be Announced
Richard Haddad is the previous Chief Executive Officer at Ishraq Hospitality, the asset management and hospitality division of Mohamed & Obaid AlMulla Group. With over 30 years of experience, Richard led a dynamic and diverse company that manages a portfolio of hotels across the Middle East. His core competencies include revenue management, hotel openings, hotel branding, concept development, team building, and leading people. He has a proven track record of delivering results, enhancing customer satisfaction, and empowering teams with the right culture and values. He was directly accountable for driving successful and profitable results for the organisation and oversaw the performance of eight-owned properties under multiple IHG brands, including Holiday Inn Express (HIEX) hotels, Staybridge Suites, Crowne Plaza Deira, and Crowne Plaza Jumeirah.
Before this, Richard was the CEO at Jannah Hotels and Resorts, where he achieved remarkable doubledigit growth within his first year and finalised the acquisition of multiple new properties. His extensive career in the United Arab Emirates includes managerial positions across several renowned hotel groups. He served as Director of Product Development at Ras Al Khaimah Tourism Development Authority, Vice President of Operations at Jannah Hotels and Resorts, and Group General Manager at Vision Hotels Management.
Richard’s experience spans the Middle East, with roles in Lebanon, Jordan, Bahrain, Qatar, and Libya. His leadership skills, performance in embracing new strategies, and developing top financial performance and value, combined with a thorough understanding of the Middle East market, make him an expert in his field. He also has a strong commitment to sustainability and social responsibility, aiming to create a positive impact in the communities and environments where his company operates. Passionate about driving responsible tourism, Richard secured recognition for sustainable initiatives in his portfolio, with two properties being recognised by Dubai Tourism within his first year.
Richard is a native Arabic speaker and fluent in English and French. He serves as the Director of Middle East & Africa and Board Member of FCSI EAME. He is a passionate and visionary leader who strives to drive change and growth in the hospitality sector.
CENK ÜNVERDI
COO, Rixos Hotels & All-Inclusive Collection –GCC, Central Asia, and Southern Europe
Cenk Ünverdi is the Chief Operating Officer of Rixos Hotels & All-Inclusive Collection, overseeing regions in the GCC, Central Asia, and Southern Europe. With 15 years of industry experience, Ünverdi has demonstrated exceptional leadership and innovative strategies, significantly impacting the global hospitality stage.
Under his dynamic leadership, Rixos Hotels has expanded its portfolio to include six hotels in the UAE, two in Qatar, the largest waterpark in Qatar, Meryal Waterpark, and a hotel in Jeddah, Saudi Arabia. He played a crucial role in launching the ALL Inclusive Collection, a digital booking platform featuring resorts from globally renowned brands, including Rixos, SO/, and Swissôtel. The platform plans to expand to over 50 resorts in the next three years, incorporating additional leading brands like Hyde, Mondrian, SLS, and Fairmont. The ALL Inclusive Collection leverages Rixos’s success in the allinclusive market, known for it’s “all-inclusive, all-exclusive” concept. This platform enhances guest experiences with new strategies, improved offerings, and stringent hygiene and safety protocols across all Rixos properties globally.
Ünverdi has firmly established Rixos Hotels as a sustainability trailblazer in the hospitality industry. By championing Accor's and Ennismore’s Global Sustainability Program, he has shown a strong commitment to environmental responsibility. Each Rixos property calculates its carbon footprint, achieving a 10% reduction per person during his tenure. His initiatives in energy-saving practices, recycling, and using eco-friendly materials have earned Rixos Hotels GSTC certification, making it the first hotel group in the UAE to receive this recognition.
In addition to environmental efforts, Ünverdi prioritizes stakeholder expectations, supporting local economies by partnering with local suppliers and promoting sustainable procurement practices. The second non-financial ESG report for five UAE properties highlights their transparency and dedication to sustainability. Notably, Rixos Hotels has reduced food waste through AI technology with the "Leave Memories, Not Food Waste" campaign and emphasizes child well-being and education through activities at the Rixy Club.
Ünverdi’s visionary leadership has propelled Rixos Hotels towards continued success, earning major industry awards like the "Leading Hotel Group" for three consecutive years at the Leaders in Hospitality Awards. His strategic initiatives have expanded Rixos' recognition beyond the Middle East, establishing the brand as a significant player in Europe, Turkey, and other countries.
What sets Ünverdi apart is his exceptional leadership and visionary approach. He empowers his staff, ensuring their voices are heard and providing growth opportunities. His initiatives, such as mindset coaching, yoga, and team-building activities, have led to high job satisfaction and reduced em-
ployee turnover. His digital strategies have driven significant online business growth, achieving a 17% YoY increase from 2022 to 2024, with a 25% increase in conversion ratios and a 54% surge in website traffic.
Ünverdi has aligned Rixos properties with Dubai's sustainability initiatives, achieving key ISO Environmental Management systems and eliminating single-use plastics. Rixos Hotels have also received the prestigious GSTC certification and are actively working on reducing greenhouse gas emissions and transitioning to renewable energy sources, embodying their dedication to becoming Net Zero.
Ünverdi has also promoted corporate social responsibility (CSR) within Rixos, aligning with the United Nations' 17 Sustainable Development Goals (SDGs) and educating the younger generation about sustainability through the Rixy Kids Club. This program instills environmental responsibility from an early age, focusing on reuse, recycling, and planting.
Cenk Ünverdi's experience, leadership, sustainability commitment, and business acumen have rightfully positioned him as a hospitality heavyweight. His contributions to the industry and the success of Rixos Hotels have solidified his reputation as a prominent figure in the hospitality sector, demonstrating how luxury can coexist with responsible and profitable practices.
TIM CORDON COO, MEA & SEAP, Radisson Hotel Group
Tim Cordon, the Chief Operating Officer of Radisson Hotel Group (RHG) for the Middle East, Africa, and SEAP regions, has over 20 years of experience in the hospitality industry. His journey with Radisson began in 2003, marking the start of a remarkable career characterised by strategic vision, exceptional leadership, and significant achievements.
Cordon's career with RHG commenced in the UK as the General Manager at Radisson Blu Hotel Manchester Airport. Under his leadership, the hotel became one of the top 20 performing hotels worldwide in the group. His impressive management skills were soon recognized, and in 2006, he received the Alpha Forum Prize – “Younger Manager” award from the British Travel and Hospitality Hall of Fame. This accolade set the stage for his subsequent roles at Radisson Blu Portman Hotel and Radisson Blu Hotel Stansted Airport, both key properties in London.
In 2015, Cordon relocated to Dubai as the Regional Director for the Middle East & Africa (MEA). By 2017, he had ascended to the role of Area Senior Vice President for MEA, responsible for driving operations and business growth across the group’s largest area. His strategic direction facilitated RHG's ambitious expansion in the region, including a five-year plan to reach 100 hotels in the Middle East by 2025. As of now, Cordon oversees 59 hotels in Africa and 53 in the Middle East, totalling nearly 23,407 keys.
en significant environmental responsibility programs, reducing the carbon footprint of Radisson hotels by 30% in the past decade. Looking ahead, RHG aims for a further 30% reduction over the next five years.
In 2022, Cordon's role expanded as he became the Chief Operating Officer for the Middle East and Africa. His strategic vision aims to strengthen RHG's portfolio, with a target of 150 properties in operation and under development by 2030. In early 2024, Cordon also took charge of the SEAP region, further showcasing his leadership and strategic insight. Under his guidance, the SEAP region, with over 60 hotels in operation or development, is poised for substantial growth.
The MEA region has seen robust growth with over 50 hotel openings in the last three years under Cordon’s guidance. This region now boasts 160 hotels either in operation or in development, emphasising its critical contribution to RHG's global strategy.
Cordon's leadership extends beyond operational success; he is deeply committed to sustainability. Aligning with the global Net Zero initiative by 2050, he has driv-
RHG's commitment to sustainability is not limited to environmental initiatives. Under Cordon’s leadership, the group has consistently prioritised people, community, and planet, making them an award-winning employer. His dedication to these values has been instrumental in RHG's success, positioning the group as a socially responsible business.
Cordon's exemplary leadership and unwavering commitment to sustainability have transformed RHG into a thriving entity. His vision and dedication to driving positive change in the hospitality industry make him a truly inspiring leader.
Tim Cordon is a hospitality heavyweight whose strategic vision and leadership have propelled Radisson Hotel Group to new heights. His remarkable achievements, commitment to sustainability, and dedication to the group's values underscore his significant impact on the industry.
EDDY TANNOUS COO, Rotana
Tannous' career in the Middle East's hospitality sector includes significant positions with global brands, most recently as Senior Vice President of Operations at Fairmont, overseeing performance across the Middle East and Asia. Before that, he was Vice President of Operations for Saudi Arabia at Accor, managing over 40 hotels and 40 pipeline projects. At Rotana, Tannous has driven initiatives like a sustainable breakfast offering across UAE hotels and signed the Nema Initiative to combat food loss and waste. As COO, he has overseen the opening of new properties in Turkey, Saudi Arabia, and Qatar and is involved in developing several properties across the MENAT region, including Egypt and Abu Dhabi. With 23 years of experience, Tannous has a proven track record in operations, customer satisfaction, strategic expansion, and marketing.
SANDEEP WALIA
COO, Middle East & Luxury, Europe, Middle East and Africa, Marriot International
Sandeep Walia is the Chief Operating Officer for Middle East & Luxury, Europe, Middle East, and Africa at Marriott International. With over 25 years of experience, he oversees operations for Marriott’s properties in the Middle East, including Egypt and Turkey, managing over 230 operational properties and more than 100 in the pipeline. Sandeep drives operational and financial excellence, builds high-performance teams, and fosters beneficial partnerships. Since joining Marriott in 2005, he has held leadership roles such as Area Vice President for the UAE and Area Vice President - Luxury Brands for Western Europe. Sandeep holds an Executive MBA from the Kellogg School of Management, a Leadership degree from Harvard Business School, and a post-graduate degree from the Oberoi Center of Learning and Development.
AMIR GOLBARG
Senior Vice President for Minor Hotels in the Middle
East, Africa and India
Amir Golbarg, Senior Vice President for Minor Hotels in the Middle East, Africa, and India, has 20 years of experience in the hospitality industry. Minor Hotels' portfolio boasts 550 hotels across 56 countries, including the luxury Anantara and popular Avani brands. Golbarg oversees 38 properties in 13 countries and five brands, while also driving the development of new properties within the region.
One of his notable achievements includes strengthening the Anantara brand's presence in Dubai by opening the Anantara World Islands Resort in 2022, the first hotel in the World Island archipelago. This was followed by the introduction of the Anantara Downtown Dubai Hotel in July 2022, marking the brand's first urban presence in the city and part of a strategic expansion into urban locations.
Golbarg also led Minor Hotels to celebrate the debut of the NH Collection brand in the Middle East with the opening of NH Collection Dubai The Palm in February 2023, and the first NH Hotels brand property in Johannesburg, South Africa, with NH Johannesburg Sandton opening in July 2024. In the UAE, two new Anantara properties were added: Anantara Mina Al Arab Ras Al Khaimah Resort, the only overwater villa resort in the Ras Al Khaimah area, and Anantara Santorini Abu Dhabi Retreat, launched in early 2024, offering a bespoke ultra-luxury experience.
Golbarg has been leading the group’s development in the key market of Saudi Arabia, where currently Minor Hotels has two Anantara properties in the pipeline –one in Diriyah Gate in Riyadh and a mountain resort in Trojena, Neom. In India, the Anantara Jewel Bagh Jaipur Hotel is set to open in Q4 2024, aiming to become a prime venue for weddings and celebrations. The Avani + Barbarons Resort in Seychelles, anticipated to open in Q4, is set to become one of the trendiest hotels in the Seychelles.
In Bahrain, Golbarg is overseeing the new Avani and Tivoli development that is set to open in 2026. Avani Bilaj Al Jazayer Bahrain Resort and Tivoli Bilaj Al Jazayer Bahrain Resort will be part of Bilaj Al Jazayer, a new waterfront leisure mixed-use masterplan.
Future openings under Golbarg's leadership include Anantara Kafue River Tented Camp in Zambia's Kafue National Park in 2025, and Anantara Sharjah Resort and Anantara Zanzibar Resort in 2027. The Zanzibar property will be an elegant beachside retreat with spacious rooms and pool villas on Unguja Island's northern coast.
Amir Golbarg's strategic decision-making, impeccable leadership, and vast experience have significantly impacted Minor Hotels. His visionary approach and market understanding have driven the company's expansion throughout the region. Golbarg's commitment to sustainability is evident in his development of a strategy that encompasses the environment, community, guest operations, and employees. His holistic approach to sustainability and innovative spirit make him a role model in the hospitality industry, championing change and shaping a brighter, greener future.
Golbarg’s achievements and ongoing efforts exemplify his ability to navigate challenges, foster innovation, and drive long-term success, making him a deserving nominee for the Hotel & Catering News ME top 40 heavyweights. His leadership in sustainability projects and initiatives underscores his role as a trailblazer in sustainable luxury, ensuring better outcomes for the environment, communities, and the hospitality industry at large.
CRISTIAN ALBACAR FUMADO
Vice President, Operations, Kerzner and One Za’abeel
Cristian Fumado, Vice President of Operations at One Za’abeel, has expertly led the launch of One&Only One Za’abeel, SIRO, and ten restaurants, including Michelin-starred La Dame de Pic and Sagetsu. His collaborative leadership has driven exceptional financial performance, with seamless integration across departments.
Cristian's focus on innovative hospitality has set new standards, with unique offerings in wellness, dining, and entertainment. His commitment to sustainability is exemplified by DuangDy's eco-gastronomy initiatives, and he has set benchmarks with the introduction of SIRO, a pioneering wellness hotel. Cristian's impact is further highlighted by high-profile events and a transformed guest experience at One Za’abeel.
HAITHAM MATTAR
Managing Director MEA & South West Asia, IHG Hotels & Resorts
With over 37 years of experience, Haitham Mattar, Managing Director for India, Middle East, and Africa (IMEA) at IHG, has significantly advanced the company's growth since joining in early 2021. Overseeing 190 hotels, he has driven strategic development in key markets like Saudi Arabia, India, UAE, and Egypt. Mattar has introduced IHG’s brands to high-potential markets, supported local communities with skills training and job opportunities, and championed sustainability by reducing carbon emissions and eliminating single-use items. His leadership has earned him numerous accolades and significant advisory roles, cementing his position as a transformational leader in the hospitality industry.
SIMON WRIGHT Founder & Chairman, TGP International
Simon Wright, Founder and Chairman of TGP International, has established himself as a leading figure in hospitality, transforming the landscape with his visionary approach and extensive experience. With over 36 years in the industry, Simon has played a pivotal role in shaping some of the region’s most prominent and innovative hospitality projects.
Simon’s impact on the F&B industry is most evident through his role in revolutionising food hall concepts in the region. Under his leadership, TGP International has redefined the standards for food hall development. Notable projects include the acclaimed Al Mamlaka Social Dining in Riyadh, located in the iconic Kingdom Centre, and the Depachika food hall within Nakheel Mall on Palm Jumeirah, Dubai. Additionally, Simon spearheaded the creation of Alkebulan, the world’s first African dining hall, setting a new benchmark for inclusive and diverse dining spaces. Each of these venues exemplifies Simon's vision for creating vibrant, social, and exceptional F&B experiences that cater to a broad range of tastes and preferences.
Simon’s commitment to sustainability was prominently showcased in his role as F&B Masterplanner and lead consultant for COP28, the largest UN Climate Change Conference ever held. TGP International’s team catered to over 600,000 attendees, delivering a menu that was predominantly vegan and vegetarian, with two-thirds of the offerings meeting these criteria. The event featured 136 F&B locations, including an array of dining options from restaurants and food halls to carts and kiosks. Simon's team curated a collection of local and socially responsible food and beverage providers, achieving the conference's most sustainable F&B offering to date with a carbon footprint threshold of just 1.5°C degrees across all menus. The world’s first vegan food truck park, introduced at COP28, further underscored Simon’s dedication to innovative and eco-friendly solutions.
Simon's influence extends to the development of F&B offerings for some of the region’s most ambitious giga projects. As F&B Masterplanners and lead consultants for Expo City Dubai, Simon and his team have handled the entire ecosystem of F&B venues and events for this landmark development. His expertise is also sought after by other major projects, including Neom Sindalah, Neom Oxagon, Red Sea Global, Seven, Qiddiya, and SEVEN, as well as the Ministry of Culture (KSA). Simon’s role in these high-profile projects highlights his ability to deliver world-class F&B solutions on a grand scale, shaping the future of hospitality in the Middle East.
Simon’s dedication to fostering a positive and dynamic work environment is reflected in TGP International’s recognition as one of The Sunday Times Best Places to Work 2024. This accolade, achieved for the second consecutive year, underscores Simon’s commitment to creating a workplace where employees can thrive, pursue their passions, and contribute to the company’s success.
Beyond his operational achievements, Simon is a respected thought leader in the F&B industry. He has contributed to two major industry reports published by TGP International, including the comprehensive white paper on "Sustainability and Inclusivity in Hospitality – Insights from Industry Leaders." Simon’s expertise has also been showcased through key industry presentations and panel discussions at major events such as the Future Hospitality Summit. Recognised as an F&B Heavyweight in the Leaders in F&B KSA awards earlier this year, Simon continues to drive industry thought leadership and innovation throughout the Middle East.
Simon Wright’s remarkable achievements and unwavering commitment to excellence make him a standout figure in the hospitality sector. His visionary leadership, dedication to sustainability, and profound impact on the F&B industry solidify his status as a true heavyweight in the field. As TGP International continues to set new standards and shape the future of hospitality, Simon remains at the forefront of this transformative journey.
DR. NAIM MAADAD CEO and Founder, Gates Hospitality
Maadad has spent over twenty years in the Middle East, witnessing significant industry growth and gaining a profound cultural understanding that has solidified his reputation as a credible and respected authority in the region. His visionary yet straightforward leadership style is reflected in his dedication to nurturing local and regional talent, having mentored numerous hoteliers, chefs, and restaurateurs throughout his career.
Maadad is a passionate advocate for mental health support in the industry, and now manages a team of 700 across Gates Hospitality and is recognised as a respected spokesperson and influential figure. With a Professional Doctorate in Tourism & Hospitality and nearly 30 years of experience across Australia, Asia, and the Middle East, his career includes roles as Managing Director for Six Senses and Minor Hotels before establishing Gates Hospitality in 2010.
EMMA BANKS
Vice President, F&B Strategy & Development Europe, Middle East and Africa, Hilton
Emma Banks, Vice President of Restaurants & Bars for Europe, the Middle East, and Africa at Hilton, manages hundreds of restaurants and bars across Hilton hotels, from culinary hubs like Dubai and London to lesser-known gastronomic spots. Since joining Hilton in 2019, she has led transformative initiatives such as "Growth of the UAE," which has reduced 9,000 tonnes of CO2 emissions and promoted the use of 446 tonnes of locally sourced produce. Banks is also committed to addressing gender imbalances in the industry, advocating for diversity and inclusion, local sourcing, supporting indigenous enterprises, and increasing employment opportunities for individuals with disabilities.
BASEL TALAL
Managing Director KSA, Kuwait,
and
Levant, Radisson Hotel Group
Basel Talal, with over 20 years of experience in the hospitality industry, has spent the majority of his career with Radisson Hotel Group (RHG). As the Managing Director for Saudi Arabia, Kuwait, and the Levant, Talal is responsible for the operations and profitability of the group's hotels across these regions. In Saudi Arabia alone, RHG has over 28 hotels in operation, a testament to Talal's strategic leadership and dedication.
Talal's journey with RHG began humbly as a Night Manager at Radisson SAS Resort, eventually rising to the position of General Manager, where he opened his first hotel, the Radisson SAS Hotel Jeddah, in 2005. His loyalty and commitment have seen him overcome numerous challenges, including the global financial crisis, while playing a crucial role in establishing and expanding RHG's operations in Saudi Arabia.
One of Talal's significant contributions is his active involvement in RHG's "Talent Development Programme," fostering a productive learning environment and supporting balanced leadership initiatives to encourage more women to join and ascend in the hospitality industry. Under his leadership, RHG became the first hotel company in Saudi Arabia to appoint a Saudi woman as a General Manager in 2017, highlighting his commitment to Saudisation and gender diversity.
Talal has been instrumental in RHG's rapid expansion across Saudi Arabia, which now boasts 45 hotels in operation and development. His strategic vision aligns with the group's five-year transformation plan, aiming to double its presence in the Kingdom and create more job opportunities in line with Saudi Vision 2030. In late 2022, he spearheaded the opening of RHG's office in Riyadh, further driving the group's growth and the addition of new properties.
His dedication to nurturing Saudi talent is evident through several initiatives, such as the Concierge Navigation to Success Programme (NTS) in partnership with the Ministry of Tourism and the "ABJAD - A Brilliant Journey of Advanced Development Programme," aimed at advancing Saudi professionals into managerial roles. Talal has also led numerous hiring rounds, encouraging Saudi nationals to join various departments, demonstrating his commitment to developing the next generation of hospitality leaders.
Talal's efforts have also secured prestigious projects for RHG, including the Radisson RED property at Diriyah Gate, set to open in 2026. This marks the first Radisson RED in Saudi Arabia, further enhancing the group's reputation. Additionally, Talal's strategic leadership has driven the success of the Mansard Riyadh, a Radisson Collection hotel, and continues to propel RHG's growth trajectory in the Kingdom.
With a vision to generate 4,000 new jobs and double the size of RHG's portfolio by 2026, Talal's meticulous planning and strategic foresight align with Saudi Vision 2030's goals of economic diversification and increased tourism. This year alone, RHG is set to open eight new hotels, including Radisson Hotel Riyadh Olaya and two Park Inn by Radisson hotels in Makkah, reinforcing its position as a leading hospitality brand in Saudi Arabia.
Basel Talal's unwavering commitment, strategic leadership, and dedication to fostering talent and sustainability make him a hospitality heavyweight, significantly contributing to RHG's success and growth in the region.
CHRISTOPHE SCHNYDER Managing Director, Sofitel Dubai The Palm
In the past 12 months, Christophe Schnyder has led his team of 700 passionate "Heartists" to excel in various aspects, solidifying his role as a transformative leader in the hospitality sector.
In 2023, Sofitel Dubai The Palm achieved significant milestones under Christophe's leadership. The hotel's RevPAR saw a strategic rise to an RGI of 102.1, reflecting a strong market share. Additionally, total revenue increased by 3% compared to the previous year, highlighting the hotel's appeal to discerning travellers. A 2.6% rise in GOP was achieved through astute yield management strategies, optimising room categories and rates to meet market demands. Group reservation management played a key role in maintaining optimal occupancy and enhancing guest experiences.
Another standout achievement in 2023 was the launch of the Signature Collection at Sofitel Dubai The Palm, boosting the resort’s profile on Palm Jumeirah, offering a fresh, boutique hotel experience. The resort’s luxury villas also underwent transformative renovations, resulting in increased ADR and revenue, setting new benchmarks in luxury hospitality.
Food and beverage operations experienced remarkable growth and room sales increased by 11,000, accommodating 24,000 more guests compared to 2022. These figures underscore the resort’s dedication to excellence and its ability to attract and satisfy a larger clientele.
The award-winning Sofitel SPA with L’Occitane expanded its offerings with five new treatment rooms and six couple sunbeds, enhancing privacy and comfort. The spa’s improvements led to a 10% increase in the average check per treatment and a 23% rise in total spa revenue over the previous year, significantly exceeding budget expectations in terms of revenue, department profits, and retail sales. The expanded retail space now features exclusive products from L’Occitane and other premium brands, effectively doubling retail revenue from the previous year.
In 2023, Sofitel Dubai The Palm celebrated significant team milestones, with 38 Heartists reaching a decade of dedicated service and 30 marking their fifth anniversary, demonstrating loyalty and commitment. Additionally, 119 Heartists were promoted, reflecting the resort's commitment to career development and recognising hard work and dedication.
Christophe Schnyder's leadership and strategic vision have propelled Sofitel Dubai The Palm to new heights.
His dedication and passion have not only led to his success but have also been enhanced by his ability to forge personal connections with his team, acknowledging and rewarding individual team members for their contributions. His adeptness in personal management and social awareness is evident in his positive interactions with both regular and new guests, the resort team, and the owning company.
Christophe is renowned in the industry for his relentless enthusiasm and commitment to achieving results through his teams. He is highly esteemed for nurturing high-performing teams by fostering empowerment and building strong trust. Many of his direct reports have advanced to senior leadership and general management positions within the industry.
As an intuitive leader, Christophe excels in managing stakeholder relationships by understanding their specific goals and objectives and balancing the hotel's duties to meet all expectations. In collaboration with the Asset Management Company, he has spearheaded a five-year refurbishment plan, beginning with the successful renovation of three luxury private villas and continuing with the launch of 42 Signature Palm Suites in November 2023. These enhancements set the stage for a new era of exclusive, luxurious experiences for discerning travellers, ensuring the resort remains competitive in Dubai's dynamic market, particularly on Palm Jumeirah.
HAKAN OZEL
Area General Manager, Operations of Shangri-La Dubai
Hakan Ozel is a distinguished leader in luxury hospitality with over 25 years of diverse experience. Joining the Shangri-La Group in 2005, Hakan has held various roles across multiple properties, honing his skills and solidifying his position as a prominent figure in the luxury hospitality sector. His leadership has consistently ensured high ratings for service, hospitality, and overall experience at Shangri-La Dubai, alongside meeting and surpassing revenue and financial targets.
Under Hakan's guidance, Shangri-La Dubai has achieved numerous milestones, showcasing his dedication to excellence and guest satisfaction. He leads Customer Experience and quality initiatives as the Champion for MEIA, Europe, and Americas, demonstrating his expertise in enhancing guest experiences. His commitment to culinary excellence is evident through the inclusion of Shang Palace, the signature Chinese restaurant, in the prestigious 2023 Michelin Guide in Dubai for the second consecutive year.
Hakan's strategic planning has maintained ShangriLa Dubai's commendable position, ranking #2 in STR market share within its competitive set. His leadership has also led to surpassing the 2023 gross operating revenue target by 7% and achieving a 7% year-on-year increase in EBITDA from 2022, reflecting his exceptional ability to drive growth and manage finances effectively. The hotel has secured top rankings in the MEIA region and within the group of 106 hotels for 2023, showcasing Hakan's commitment to excellence.
His strategic insights have significantly contributed to the success of the Shangri-La Circle loyalty program, with Shangri-La Dubai attaining the highest enrolment threshold and the highest redemption of 1.3 million points within the MEIA region. Hakan's transformative revenue strategies have included the successful transformation of particular rooms, resulting in the 'Picture Perfect Room' achieving high occupancy rates and generating nearly AED 1 million in incremental revenue.
Hakan's leadership has also revitalized hotel spaces, with the renovation of banquet spaces leading to elevated guest experiences and substantial revenue growth. He has redefined the breakfast experience at Dunes Cafe, introducing a fresh concept that has enhanced guest satisfaction and revenue. Additionally, his initiative to refine minibar products has significantly increased revenue and profit, catering to the diverse needs of guests.
Hakan Ozel's visionary leadership, strategic planning, and dedication to excellence have propelled Shangri-La Dubai to new heights. His commitment to enhancing guest experiences, driving revenue growth, and fostering a culture of excellence makes him a true heavyweight in the hospitality industry.
NICOLAS BELLATON
Area General Manager, Armani Hotels & Resorts
Nicolas Bellaton, Area General Manager of Armani Hotels & Resorts, exemplifies leadership excellence and innovation in the luxury hospitality sector. Under his stewardship, Armani Hotel Dubai, situated within the iconic Burj Khalifa, seamlessly blends Italian design with Arabian hospitality across eleven exclusive floors of the world’s tallest tower. The ultraluxury hotel, known for its elegance and comfort, also offers direct access to The Dubai Mall, a global shopping and entertainment hub.
Nicolas has spearheaded sustainability initiatives, earning the hotel the esteemed Dubai Sustainable Tourism Stamp. This accolade highlights the hotel’s dedication to integrating sustainable practices, ensuring a positive impact on both the environment and the community. Nicolas' visionary leadership has positioned Armani Hotel Dubai as a beacon of luxury and innovation, solidifying its status as a premier destination for discerning travellers seeking sophistication and exclusivity.
The hotel’s signature restaurant, Armani/Ristorante, has retained its Michelin one-star rating, earned two toques in Gault & Millau UAE, and recently received the Best of Awards Excellence from Wine Spectator 2024. These accolades underscore Nicolas' ability to elevate the culinary experiences at Armani Hotel Dubai to unparalleled heights.
Nicolas Bellaton’s journey through the realms of hospitality has been marked by exceptional achievements and a steadfast commitment to excellence. Beginning his career in Room Division and ascending to the esteemed position of Director of Sales and Marketing, Nicolas has consistently optimized revenue streams across various sectors. His leadership in the Food and Beverage division, recognised by Michelin awards, underscores his ability to enhance culinary experiences. Nicolas' academic credentials, including a Master of Business Management and a Financial Real Estate diploma, exemplify his strategic approach to maximising investments in high-luxury products, driving both financial success and operational efficiency.
Previously, as President of Global Operations at Jumeirah Group, Nicolas led with a global perspective, enhancing quality and efficiency across diverse properties. His strategic initiatives, particularly in establishing F&B hubs and social destinations, transformed properties into
global landmarks. Beyond his corporate achievements, Nicolas' leadership extends to nurturing talent within his team. He has mentored young professionals to assume leadership roles, fostering a new generation of industry trailblazers. His tenure on the Board of Governors at The Emirates Academy and his role as a consultant for leading hotel firms exemplify his dedication to shaping the future of hospitality education and industry practices.
With over two decades of international experience in luxury hotel operations, Nicolas' tenure with iconic brands such as Jumeirah Group, Ritz-Carlton, and Four Seasons speaks volumes about his expertise and influence in the industry. His current role at Armani Hotel Dubai continues to showcase his prowess in managing and expanding luxury hotel portfolios. Nicolas Bellaton embodies the essence of leadership, innovation, and excellence. His vision, coupled with a relentless pursuit of perfection, continues to set new benchmarks in luxury hospitality.
MANISH JHA
General Manager, NH Collection Dubai The Palm
Manish Jha’s tenure as General Manager of NH Collection Dubai The Palm has set a new benchmark in hospitality management, underscoring his role as a leading figure in the industry. With a career spanning over 25 years, Manish has navigated diverse international markets and hotel pre-openings with remarkable success, bringing a wealth of experience to his current role. His leadership at NH Collection Dubai The Palm, the first NH Collection in the Middle East, has been nothing short of transformative, establishing the hotel as a premier destination in one of Dubai’s most competitive locales.
Upon his appointment, Manish embraced the challenge of launching this European brand in the heart of The Palm, Dubai, with a vision to exceed expectations and drive excellence. His strategic leadership has been pivotal in achieving outstanding financial performance. Under his stewardship, the hotel has witnessed a dramatic 55% increase in room revenue and a 7% rise in average room occupancy per day. This financial success is a testament to Manish's astute management and innovative approach, further validated by over 2,573 positive online reviews reflecting his unwavering commitment to guest satisfaction.
Manish’s dedication to sustainability is a core aspect of his leadership. His innovative initiatives include launching the UAE’s first vegan room, designed to promote eco-friendly practices and cater to the growing demand for sustainable hospitality options. This room, featuring vegan amenities and a green choice card, exemplifies his commitment to reducing the environmental footprint of the hotel. In addition, the Culinary Garden initiative, which cultivates organic local produce for guests, highlights his proactive approach to sustainable dining.
The "No Bin Canteen Campaign," a project aimed at eliminating food waste bins from the staff canteen, further demonstrates Manish’s commitment to sustainability. By involving and educating his team on reducing food waste, he ensures that sustainability practices are integrated into the hotel’s daily operations. Manish’s leadership in this area is complemented by the introduction of smart technologies, such as Digital Buffet Tags to reduce paper waste, the F&B Tap & Smile app to enhance productivity and accuracy, and the "RING N BRING" watch for the Front Office, which improves guest satisfaction and operational efficiency. Additionally, the NFC Tag system in rooms allows guests to provide immediate feedback via WhatsApp, ensuring prompt attention to their needs.
The impact of Manish’s leadership is evident in the numerous accolades and recognitions received by NH Collection Dubai The Palm. Under his guidance, the hotel has garnered 24 local and international awards, a testament to his dedication and the high standards he maintains. His ability to celebrate milestones is exemplified by the spectacular
event organised for the hotel’s first anniversary, featuring an exclusive 45-minute performance by international Arabic star Manal. This event not only highlighted the hotel’s achievements but also created a buzz across Palm Jumeirah, marking a significant milestone in its journey.
Manish’s career is distinguished by his extensive international experience and a passion for leading hotel preopenings in diverse locations such as India, the Maldives, Seychelles, and Thailand. His roles with renowned global companies like Anantara, One & Only, and AVANI have been marked by a series of prestigious industry awards, reflecting his exceptional leadership and innovative approach.
At just 32, Manish was appointed General Manager, showcasing his exceptional abilities early in his career. Known for his creative and ambitious nature, he leads by example, inspiring his team to strive for excellence. His leadership style is characterised by trust and empowerment, avoiding micromanagement and instead fostering a positive work environment that drives outstanding performance.
Manish is frequently seen interacting with guests and team members, demonstrating his commitment to guest satisfaction and team morale. His hands-on approach, combined with his innovative initiatives and dedication to sustainability, has set new benchmarks for the industry. Under his guidance, NH Collection Dubai The Palm has not only flourished but has also become a beacon of excellence and innovation in the competitive hospitality landscape of Dubai.
Manish Jha’s exceptional leadership, visionary approach, and unwavering commitment to both sustainability and guest satisfaction makes him a Top Hospitality Heavyweight. His impact on the industry, coupled with his profound influence on his team and guests, underscores his status as a true leader and an inspiration to many.
MIKEL IBRAHIM
General Manager and Regional VP Sales and Marketing, Mondrian Doha
Mikel Ibrahim, the General Manager and Regional VP Sales and Marketing at Mondrian Doha, has made an indelible mark on the hospitality industry since joining the hotel in 2017. Ascending to his dual role in January 2022, Mikel’s leadership has significantly transformed Mondrian Doha, reflecting both his deep-rooted expertise and visionary approach. Under his stewardship, the hotel has experienced a remarkable 15% increase in occupancy and a 20% boost in total revenue. This success is attributed to Mikel’s focus on enhancing customer engagement through meticulous staff training, fostering personalisation, and prioritising guest satisfaction. His efforts have led to a 90% rise in repeat bookings over the past two years.
Mikel’s leadership extends beyond exceptional service to include innovative strategies that drive revenue and create immersive guest experiences. His dedication to staff motivation and development has fuelled creativity and excellence across the hotel’s F&B brands, with Black Orchid achieving a notable 21% profit margin and Patio by Walima exceeding revenue targets by 38% in early 2024. Mikel’s forward-thinking approach is evident in the ‘Mondrian Live’ concept, launched in 2023, which has attracted world-renowned artists and musicians, enhancing the hotel's reputation as Doha’s premier entertainment hub.
His strategic prowess was highlighted during major events such as the 2022 World Cup and the AFC Asian Cup, where he secured significant deals and drove impressive results, including a 40% increase in room bookings and a 20% rise in revenue. Mikel’s impact was further solidified during EURO 2024, where Mondrian Doha’s Hudson Tavern became the focal point for football enthusiasts.
Mikel’s expertise is not confined to Doha alone. His global experience with prestigious brands in London, Paris, and Miami showcases his broad industry acumen. Under his leadership, Mondrian Doha has garnered numerous awards, including the Master Kitchen Team Award in Q4 2023 from Qatar Tourism. With a proven track record of surpassing budget expectations and a relentless drive for excellence, Mikel Ibrahim exemplifies the qualities of a true hospitality heavyweight. His blend of visionary leadership, strategic insight, and unwavering commitment to his role and the Ennismore Group underscores his influential position in the industry.
DOMINIC AREL
General Manager, Fairmont The Palm
Dominic Arel, General Manager of Fairmont The Palm, stands out for his remarkable achievements and contributions to the hospitality industry. With over 26 years of experience in hospitality, luxury, and hotel pre-opening projects, Dominic has displayed exemplary dedication and ingenuity. Under his leadership, Fairmont The Palm successfully opened the new Serenity Spa and is in the process of renovating and re-opening Flow Kitchen. The hotel's restaurant, Little Miss India, has been featured in the Michelin Guide for three consecutive years, and the hotel itself has garnered numerous awards.
Since joining Fairmont The Palm in September 2022, Dominic has significantly contributed to a record year for the hotel's performance, solidifying its position as a landmark destination on The Palm. His visionary leadership has cultivated a culture of growth and learning within the hotel, fostering an accessible environment with an "open door" policy and empowering colleagues across all departments. This approach has led to the promotion of 57 employees in 2023 alone, reducing turnover by 15% compared to the previous year.
Dominic's strategic vision extends to talent acquisition, welcoming five key leaders from sister properties within the Accor Group, enriching the company with diverse talents. He has also spearheaded the hotel's involvement in Corporate Social Responsibility (CSR) activities, averaging three CSR activities per month since the beginning of 2023. Under his stewardship, employee engagement has soared from 72% to 84%, contributing to long-term retention and higher performance.
Financially, Dominic's acumen has resulted in the hotel's best September Revenue per Available Room (RevPAR) growth index (RGI) in three years, with an impressive 21.4% growth and a record YTD Gross Operating Profit (GOP) since the hotel's opening in 2012. The hotel's Food & Beverage performance has also thrived, surpassing the previous year's performance by AED 2.9 million, with all specialty outlets seeing significant improvement.
Dominic's commitment to sustainability is evident in the launch of the Single Use Plastic (SUP) strategy and the successful renewal of the hotel's Green Key certification in 2024. Under his leadership, Fairmont The Palm was honoured as the Family-friendly Hotel of the Year at the prestigious Leaders in Hospitality Awards by Hotel & Catering News Middle East.
Dominic has also enhanced the hotel’s online presence, with online travel agent booking scores rebounding to pre-pandemic levels. The hotel scored above 90% in a Luxury Collection (LQA) product audit in October 2023, and Mashrabiya Lounge was shortlisted for the Best Afternoon Tea by Time Out Dubai.
Investing in guest experience, Dominic secured AED 15 million for the renovation of the hotel’s spa, introducing the Serenity – The Art of Well-Being concept. Key renovation plans for 2024-2025 include suite and guest room renovations and enhancements to the all-day dining and beach concepts, ensuring the hotel remains at the forefront of the industry.
Dominic's exceptional leadership, strategic vision, and unwavering commitment to excellence have driven remarkable improvements across various facets of the hotel, positioning Fairmont The Palm as a beacon of success and innovation in the Middle East.
TIM QUARM
Regional General Manager, Dubai & Indian Ocean, JA Resorts & Hotels
Tim Quarm's exceptional leadership and strategic insight have been pivotal in the success of JA Resorts & Hotels. Promoted to Regional General Manager of Dubai City & Indian Ocean in 2023, Tim now oversees JA Ocean View Hotel, The Manor by JA, JA Manafaru, JA Enchanted Island Resort, and JA Enchanted Waterfront Villas. His management has been marked by impressive financial performance and an enhanced guest experience.
Since joining JA Resorts & Hotels in 2018 as Cluster General Manager, Tim has managed JA Ocean View Hotel, JA Oasis Beach Apartments, and The Manor by JA. Under his guidance, JA Ocean View Hotel, situated on Jumeirah Beach near Dubai Marina, has achieved high standards in service, comfort, and F&B, positioning it as a leader in its competitive set on the JBR strip.
Tim has been instrumental in developing new concepts for four restaurants and bars within the JA Ocean View Hotel, including Offside, the largest sports bar in Dubai Marina/JBR, and Motorino, an award-winning Italian restaurant. Additionally, he collaborated with Michelin Star Chef Greg Malouf to create Phoenicia, a restaurant offering modern Middle Eastern cuisine. In 2024, Tim is introducing an exciting new concept to the portfolio, further diversifying the dining options available to guests.
In his role, Tim has also supported the General Manager of JA Manafaru to elevate the resort's position as a luxury destination. Their collaborative efforts have introduced new features and sustainable innovations, alongside enhanced guest amenities and facilities and improvements to the island's beaches and landscapes. Through this unified effort, JA Manafaru aspires to become a world-class leader in luxury wellness travel, attracting guests from across the globe.
Financially, Tim's impact has been substantial. In 2024, the profit at JA Ocean View Hotel exceeded budget expectations by 14%, and since 2022, the total revenue has been 2.7% higher than budgeted. At JA Manafaru, his financial expertise has driven an impressive 32% increase in profit and an 8% boost in revenue. These results reflect his ability to drive growth and profitability in both Dubai and Indian Ocean destinations.
Before his tenure at JA Resorts & Hotels, Tim served as General Manager at starred hotels in Vietnam and Malaysia, further honing his skills and experience in the hospitality industry.
Tim Quarm's leadership has consistently delivered outstanding results. His strategic initiatives, financial strategies, and commitment to excellence have significantly contributed to the growth and reputation of JA Resorts & Hotels, making him a pivotal figure in the luxury hospitality sector.
MURAD AHMED
Cluster General Manager, JA The Resort
Murad Ahmed stands as a cornerstone of JA Resorts & Hotels, embodying steadfast commitment and profound dedication since joining the organisation in 2005. A proud Emirati, Murad's journey exemplifies the epitome of growth within the company, recently ascending to the role of Cluster General Manager after a commendable tenure as Acting General Manager and Resident Manager at JA The Resort.
Murad's illustrious career began as a Revenue Sales Agent, and over two decades, he has held transformative leadership roles including Duty Manager, Front Office Manager, Executive Assistant Manager, and Resident Manager. His ascent to General Manager at The Manor Hotel by JA underscored his exceptional leadership acumen, and his recent tenure as Resident Manager at JA The Resort further solidified his reputation for strategic foresight and operational prowess, contributing significantly to the resort's success.
Murad's responsiveness to guest comments and suggestions has led to the introduction and implementation of various amenities such as exclusive pools, the Kids Splash Park, a variety of sports activities, and diverse food outlets. These enhancements have significantly improved guest experiences, showcasing his commitment to excellence.
His promotion to Cluster General Manager reflects not only his unwavering loyalty but also his innate ability to cultivate enduring relationships and uphold the distinctive ethos of the JA brand. Murad's deep understanding of hospitality dynamics and steadfast pursuit of excellence make him a beacon of inspiration within the organisation. His easy-going and approachable demeanour has earned the trust and admiration of all JA associates, fostering a cohesive team environment.
Murad Ahmed's journey through JA Resorts & Hotels is a testament to his dedication, strategic vision, and exceptional leadership. His contributions have been instrumental in shaping the success of JA The Resort and reinforcing the brand's reputation for excellence in hospitality.
ANNA-MARIE
DOWLING General Manager, Nofa Riyadh, A Radisson Collection Resort
Anna-Marie Dowling, General Manager of Nofa Riyadh, A Radisson Collection Resort, has made a remarkable impact with over 30 years of experience in the hospitality industry. Her tenure at Nofa Riyadh is distinguished by her commitment to employee engagement, revenue growth, and sustainability, showcasing her ability to drive significant improvements and set new standards in luxury hospitality.
Central to Anna-Marie’s approach is her dedication to fostering a culture of loyalty and engagement among both employees and guests. She has implemented a range of strategies to ensure that every team member feels valued and invested in the hotel’s success. Notably, she has increased Saudization from 38% to 50%, focusing on recruiting and developing Saudi nationals and mentoring women into senior roles. An agreement with Muzahimiyah Tourism College supports students with practical experience, with nine Saudi students currently participating in a three-month internship program at the resort.
revenues by 58% by focusing on securing large events and Saudi weddings. Her efforts resulted in a notable improvement in GOP, transitioning from a loss in 2022 to a profit in 2023, with a 41% increase in M&E revenues amounting to SAR 2.1 million.
Anna-Marie launched the “Nofa Spirit” service culture training program, which outlines the resort’s mission to "Enrich Lives and Celebrate Nature." The program’s performance indicators include Colleague Engagement (CE), Guest Engagement (GE), Profitability (PR), and Sustainability, with clear targets set for each. Year-todate results are impressive, with CE at 86.5%, GE at 90.1%, and a GOP of 13.5%, exceeding the budget by 11.9%. Additionally, ten new sustainability initiatives have been implemented, including tree planting and recycling programs.
In her efforts to enhance the well-being of her team, Anna-Marie introduced a small grocery store within the staff accommodation area and an on-site staff clinic with a full-time nurse and a weekly visiting doctor. Daily meetings at the resort include sharing examples of exceptional teamwork to foster a culture of appreciation, and Nofa Gratitude Cards are used to recognise outstanding contributions, with an average of 100 cards distributed monthly.
Anna-Marie’s leadership has also driven significant revenue growth. She increased revenues by 19.4% from 2022 to 2023 and boosted meetings and events (M&E)
Under Anna-Marie’s guidance, Nofa Riyadh has received numerous accolades, including the World Luxury Hotel Awards for 2023 and 2024, the World Travel Awards for Saudi Arabia's Leading Luxury Resort 2023, and the Luxury Lifestyle Awards for Best Luxury Villa Resort in Saudi Arabia for 2024.
Anna-Marie’s visionary approach extends beyond day-to-day operations. She has introduced innovative apps such as Radisson Operations and Staytus App to enhance communication and streamline guest interactions. Her commitment to sustainability is evident through ongoing initiatives and a goal to introduce one new initiative each month aimed at reducing waste and minimising the resort’s carbon footprint. Her efforts have earned the resort the Hotel Sustainability Basics award from the World Travel and Tourism Council.
In her first year at Nofa Riyadh, Anna-Marie Dowling has already achieved significant milestones in revenue growth, employee engagement, and sustainability. Her leadership not only elevates the resort but also sets a high standard for the industry, making her a standout figure in luxury hospitality.
SPENCER WADAMA
General Manager, SLS Dubai Hotel and Residences
Spencer Wadama, General Manager of the SLS Dubai Hotel and Residences, has established himself as a trailblazer in the hospitality industry, particularly within the Middle East. Since joining SLS Dubai as General Manager in April 2021, Spencer has been a driving force behind the hotel's success, leveraging his extensive global experience and visionary leadership to elevate the property to new heights.
Under Spencer’s dynamic leadership, SLS Dubai has made notable strides in sustainability and innovation. In November 2023, the hotel participated in COP28 UAE, showcasing its commitment to a greener future on a global platform. Spencer spearheaded comprehensive recycling and waste management programs, significantly reducing the hotel’s carbon footprint while promoting responsible waste disposal practices. His efforts also include fostering partnerships with local suppliers, prioritising locally sourced ingredients to support the local economy and minimise carbon emissions.
Spencer’s influence extends to SLS Dubai’s prominence as a global flagship property. He orchestrated high-profile events such as the inaugural “Taste of SLS” in May 2023 and hosted renowned artists including Akon and Will.I.Am, cementing the hotel’s reputation as a premier lifestyle and experiential brand. His strategic execution of the SLS Dubai Formula 1 dining pop-up during the Abu Dhabi Grand Prix and its subsequent success further demonstrated his knack for turning major events into gastronomic triumphs.
In terms of dining excellence, Spencer has played a crucial role in maintaining SLS Dubai's position as a top culinary destination. He led the renovation of Carna by Dario Cecchini, enhancing its sophisticated ambiance, and supported Fi’lia’s recognition as a Michelin Guidelisted restaurant. Under his guidance, Fi’lia became the first female-led restaurant in the region to earn a Bib Gourmand from Michelin in 2022 and 2023. Spencer has also facilitated collaborations with local initiatives such as Fresh on Table Farm and the Zayed Higher Organisation for People of Determination, reinforcing his commitment to community and sustainability.
SLS Dubai’s accolades under Spencer’s leadership include receiving a Grade A Food Safety Rating from the Dubai Municipality Food Safety Department. This award highlights the hotel’s excellence in food safety, hygiene, and overall responsible practices.
Spencer’s career spans over 30 years, with significant roles across North America, Asia, and the Middle East. His previous positions, including General Manager at Jumeirah Living Marina Gate, Jumeirah Al Naseem, and the Armani Hotel in Dubai, underscore his expertise and leadership in luxury hotel management. At SLS Dubai, Spencer’s strategic vision and hands-on approach have been pivotal in building and nurturing a local team, achieving remarkable results, and positioning the hotel as a premier destination for both local residents and international travellers.
As SLS Dubai prepares to celebrate its third anniversary, Spencer Wadama’s relentless dedication and exceptional leadership continue to drive the hotel’s success, making him a true heavyweight in the hospitality industry.
MARK STEVEN HEHIR General Manager, Jumeirah Zabeel Saray
Mark Hehir, General Manager of Jumeirah Zabeel Saray, has solidified his position as a heavyweight in the luxury hospitality sector with a distinguished career spanning 38 years. Since his arrival at Jumeirah Zabeel Saray in 2022, Mark has played a pivotal role in elevating the resort’s reputation as a premier family destination on Dubai’s Palm Jumeirah.
Under Mark’s stewardship, the resort has seen significant advancements across various facets. Financially, Jumeirah Zabeel Saray achieved a 13% increase in its Revenue Generating Index (RGI), reflecting his strategic initiatives and effective management. Guest satisfaction scores also rose by 6% over the past year, underscoring Mark’s dedication to enhancing the overall guest experience.
Mark’s innovative approach to the resort’s food and beverage offerings has been a standout achievement. Drawing from his background as a former dual Executive Chef and Director of F&B, he has introduced a range of new concepts that have contributed to a 33% increase in foot traffic from external residents. Notable among these is Arcadia, a sustainable dining concept, and Zenzi Beach, which have both enhanced the resort’s culinary appeal. Additionally, the launch of Tori Tori, featuring contemporary Japanese sharing-style dishes, and the continued success of Amala and Al Nafoorah—ranked highly on TripAdvisor—reflect his commitment to excellence in dining.
the resort’s waste management achievements, including an 89% reduction in waste by weight and a transition to reusable glass bottles. The Arcadia concept, featuring an urban hydroponic farm, further demonstrates his commitment to sustainable practices.
Mark’s leadership has also garnered significant recognition. In 2023 alone, Jumeirah Zabeel Saray received seven prestigious awards, including accolades for the Talise Ottoman Spa, which was named among the top 10 spas in Dubai and awarded the Tripadvisor Travelers' Choice Award for 2024. These accolades affirm Mark’s dedication to delivering luxury and exceptional experiences.
A key aspect of Mark’s approach is his focus on employee development and sustainability. He has implemented comprehensive training and mentoring programs that boost team morale and foster a positive work environment. His commitment to sustainability is evident in
Mark Hehir’s stature as a hospitality heavyweight is a result of his extensive experience and innovative leadership. His career includes significant roles in esteemed hotel chains such as The Ritz-Carlton, Hilton, One & Only, and Anantara, and he has successfully managed complex projects like the opening of The Ritz-Carlton Maldives on Fari Islands. His strategic vision, coupled with his focus on sustainability and community engagement, has set new benchmarks in the industry, enhancing the global standing of Jumeirah Zabeel Saray.
Mark’s profound impact on the resort, characterised by his innovative spirit, guest-centric approach, and commitment to sustainability, exemplifies excellence in hospitality leadership. His remarkable achievements and strategic vision make him a hospitality heavyweight.
ALDERT VAN ZYL
General Manager, Radisson Blu Riyadh Convention & Exhibition Center
Aldert van Zyl, General Manager of Radisson Blu Riyadh Convention & Exhibition Center, has demonstrated outstanding leadership and strategic prowess since the hotel's opening in March 2023. With just over a year of operation, van Zyl has achieved remarkable success, solidifying the hotel’s position as a premier destination in Riyadh.
Under van Zyl's leadership, the Radisson Blu Riyadh Convention & Exhibition Center quickly exceeded expectations in several key areas. Despite opening during Ramadan, a period often considered challenging for the hospitality industry, the hotel achieved an 18.2% profit margin within three months. By October, revenue soared 27% above budget, contributing to an impressive 50% Gross Operating Profit (GOP). This financial success highlights the hotel's effective revenue management and stringent cost control measures.
The Meetings, Incentives, Conferences, and Exhibitions (MICE) sector has been particularly successful. In just a few months, the hotel’s MICE department generated over 2 million Saudi Riyals. The hotel's innovative approach, including a podcast room equipped with state-of-the-art audio hardware, has differentiated it from competitors. The venue has hosted over 490 meetings and events since opening, exceeding revenue expectations by 53%. High-profile events include collaborations with the Saudi Ministry of Commerce, and the Ministry of Commerce of The Republic of Turkey. The hotel's reputation as a reliable partner for major conventions and its ability to meet high security and service standards are significant achievements.
Guest experience has been a focal point for van Zyl. The hotel secured the number one spot for quality on Booking.com within its competitive set, with an impressive score of 8.8. A brand standard audit conducted by Deloitte awarded the hotel a score of 91%, underscoring the team’s commitment to exceeding brand standards and delivering exceptional guest experiences. The hotel's dedication to guest satisfaction is reflected in a wave of positive online reviews, further enhancing its reputation.
Community engagement and brand collaborations are also central to van Zyl’s strategy. The hotel has partnered with Camel Step, a renowned Saudi coffee brand, to promote local culture and sustainability. This collaboration has not only supported local talent but has also resulted in revenues 20% above budget. Additionally, the hotel has teamed up with Nikon Middle East to offer free content creation workshops, highlighting Riyadh’s architecture and lifestyle. These initiatives showcase the hotel’s commitment to fostering local talent and supporting the community.
Saudization, the initiative to increase the percentage of Saudi nationals in the workforce, has been a major focus. The hotel
has achieved a Saudization rate of 42%, with a goal to reach 50% to attain the High Green Category. This achievement demonstrates the hotel’s commitment to nurturing local talent and contributing to Saudi Vision 2030. Four female team members were selected for the ABJAD program, designed to develop Saudi nationals in supervisory roles into future leaders. Additionally, four employees have been chosen by the Saudi Arabian Ministry of Tourism for an Executive Master's program at Les Roches in Switzerland, reflecting the hotel's dedication to developing Saudi hospitality professionals.
Employee engagement has been another area of success. A recent team satisfaction survey revealed a striking 89% staff engagement and 96% staff enablement. Despite the challenges of opening a new hotel and meeting localization targets, van Zyl has fostered a positive work culture and provided competitive compensation and training opportunities.
Sustainability is deeply integrated into the hotel's operations. The Radisson Blu Riyadh Convention & Exhibition Center has implemented several eco-friendly initiatives, including water and energy conservation measures, a carbon-negative meetings program, and a commitment to reducing single-use plastics. The hotel has saved significant resources, including 194,112 liters of water and 8,319 kW of electricity. The commitment to sustainability is further demonstrated by achieving premium-level certification by Safehotels and passing SGS’s sustainability basics verification program.
Aldert van Zyl’s leadership at Radisson Blu Riyadh Convention & Exhibition Center has been marked by exceptional financial performance, innovative MICE offerings, high guest satisfaction, community engagement, and a strong commitment to Saudization and sustainability. His strategic vision and dedication have set the hotel on a path to continued success in Riyadh’s competitive hospitality market.
NAYAN SETH
General Manager, Taj Exotica Resort & Spa, Dubai
As the General Manager of Taj Exotica Resort & Spa on Dubai’s Palm Jumeirah, Seth brings over three decades of rich industry experience to one of Taj’s most prestigious locations. This exquisite resort marks the fourth gem in the esteemed Exotica collection, joining its sister properties in Goa, the Andaman Islands, and the Maldives. With a legacy of hospitality excellence spanning 121 years, Seth personifies the enduring elegance and cosmopolitan timelessness synonymous with the Taj brand.
A classic hotelier, Seth values timeless elegance and meticulous attention to detail. His philosophy of luxury hospitality revolves around upholding impeccable service standards and crafting refined guest experiences. Over his illustrious career, he has become synonymous with "Tajness," a unique blend of noble tradition and contemporary hospitality.
Seth’s extraordinary journey began with the Indian Hotels Company Limited (IHCL) at the iconic Taj Mahal, New Delhi, where he started in the food & beverage department. Over three decades, his unwavering dedication and ambition have propelled him through various key roles within IHCL.
Seth takes deep pride in the Taj brand, which has been recognised as the strongest in Indian hospitality by Brand Asia in the prestigious 'India 100 2024' report, marking the fourth time the brand has achieved this distinction. This accolade fuels Seth’s commitment to preserving Taj’s rich legacy while ensuring its continued relevance in today’s global landscape.
Throughout his distinguished career, Seth has held pivotal roles at renowned properties within the IHCL portfolio, including Taj Mahal Palace & Tower, Mumbai; Taj Wellington Mews, Mumbai; Taj Lake Palace, Udaipur; Taj West End, Bangalore; and Taj Palace, New Delhi. At each location, Seth has played a crucial role in elevating service standards, optimising operational efficiencies, and driving significant revenue growth. His collaborative approach has consistently enhanced the guest experience, empowered associates, and upheld the cherished values of the Taj brand.
Taj Exotica Resort & Spa in Dubai stands as the epitome of Indian luxury in the UAE, distinguished as the sole Indian luxury brand in the region. Under Seth’s vision-
ary leadership, the resort endeavours to seamlessly integrate India’s rich cultural heritage into its offerings, appealing to a diverse international clientele from the GCC, UK, CIS, and beyond. This strategic approach not only enhances the guest experience but also contributes to the broader tourism landscape by promoting cultural exchange and attracting travellers seeking authentic and luxurious experiences in the UAE.
Seth is focused on tapping into the emerging "bleisure" segment, which combines business and leisure travel. By blending these aspects, he aims to attract a broader clientele and enhance the resort’s appeal as a destination for both work and relaxation.
Continuous enhancement of the guest experience is a cornerstone of Seth’s strategy. He is dedicated to introducing innovative services and personalized offerings that uphold Taj’s tradition of excellence. This commitment ensures that each guest enjoys a memorable stay, reflective of Taj’s legendary hospitality.
His leadership style promotes a positive work environment, which is reflected in the resort’s attrition rate of 22% YTD, lower than the industry average. The team at Taj Exotica Resort & Spa represents 41 nationalities, with 28% of the leadership team comprising talented and accomplished females.
Seth’s commitment to inclusion and diversity is evident in the composition of the Executive Committee (ExCom) team.
Seth’s leadership at Taj Exotica Resort & Spa, The Palm, Dubai, promises to elevate the resort to new heights.
KIRTI ANCHAN
General Manager, Jumeirah Emirates Towers
With over two decades in hospitality, Kirti Anchan leads as General Manager of Jumeirah Emirates Towers, driving record-breaking financial performance and high-profile events. His leadership has included refurbishing the rooftop into the Mi Amie restaurant and live theatre, and enhancing dining with UAE brands like High Joint and SALT Camp. Kirti's commitment to employee development, with over 90% internal promotions, and sustainability initiatives, including an in-house water bottling plant, reflect his innovative approach. His excellence extends to Jumeirah Living World Trade Centre, earning him the “General Manager of the Year” award and Jumeirah Emirates Towers the “Hotel Team of the Year” accolade from Hotel & Catering Middle East.
RAMSEY SAARANY
General Manager, Anantara Mina Al Arab Ras Al Khaimah Resort
Ramsey Saarany, General Manager of Anantara Mina Al Arab Ras Al Khaimah Resort, has made a significant mark in luxury hospitality. With over 20 years of experience, he successfully launched the resort on January 2, 2024, ahead of schedule and within budget. The resort features the UAE’s first overwater villas, private Riads, and diverse dining options, all operational from day one thanks to Ramsey’s meticulous planning.
Under his leadership, guest satisfaction has soared, with the resort achieving a Guest Review Index score above 96% and surpassing competitors with 1,870 reviews. Financially, the resort exceeded its operational budget by 30% in the first four months, with impressive Revenue Generation Index and rate positioning.
Ramsey's innovative approach includes successful marketing strategies, surpassing brand.com performance targets by 148%, and gaining positive media coverage.
Dining venues like Mekong and Beach House have been praised, and the spa has achieved record-breaking revenue. Additionally, IT improvements, such as enhanced Wi-Fi and the Anantara App, have elevated the guest experience.
Ramsey's career began as a Management Trainee at Jumeirah Group in 2004, and he has since managed prestigious properties globally. His strategic vision and dedication to excellence underscore his reputation as a leader in luxury hospitality.
AMRO NAGAH
General Manager, Swissotel Al Murooj
Amro Nagah, the General Manager of Swissotel Al Murooj Dubai, exemplifies visionary leadership with 18 years of distinguished experience in the hospitality industry. His career, which began in Egypt, has seen him excel in some of the world’s finest establishments before making a significant mark on the international stage. Known for his commitment to excellence, innovation, and dedication, Amro has built a reputation as a transformative leader.
Since assuming his role at Swissotel Al Murooj, Amro has orchestrated a series of impactful initiatives that have notably elevated the hotel’s standing in a highly competitive market. His strategic approach has led to substantial improvements in guest satisfaction scores, operational efficiency, and revenue growth. Under his leadership, the hotel has successfully navigated the challenges posed by the global pandemic, maintaining high service standards while ensuring the safety and well-being of both guests and staff.
Amro's forward-thinking mindset is evident in the technological advancements and upgrades implemented at Swissotel Al Murooj. By integrating cutting-edge reservation systems and enhancing the digital guest experience, he has positioned the hotel at the forefront of modern hospitality. His innovative strategies are not just about adopting new technologies but also about fostering a culture of excellence and efficiency within the team. Sustainability is another cornerstone of Amro’s leadership. He has introduced several eco-friendly initiatives aimed at reducing the hotel’s carbon footprint and promoting environmental responsibility. These efforts include implementing energy-efficient systems, waste reduction programs, and forging partnerships with local organizations to support sustainable tourism. His dedication to sustainability reflects a broader commitment to making a positive impact on both the environment and the community.
exceptional contributions to
ELSA LAHOUDE
General Manager, ME by Melia, Dubai
Under Elsa Lahoude’s leadership at ME Dubai, the hotel has achieved a 10% annual increase in occupancy, a 12% reduction in operational expenses, a 13% boost in GDP, and a 32% rise in REVPAR. With nearly three decades in the industry, her prior roles, including Director of Rooms at Mandarin Oriental Bodrum and Cheval Blanc Randheli, and as Hotel Manager at MERAAS Holding’s Bluewaters Hotel, underscore her expertise in luxury hospitality, revenue management, and strategic planning. Elsa's commitment to sustainability is reflected in initiatives like Earth Hour participation, recycled uniforms, and waste management practices. As a female General Manager of a female-designed hotel, she has championed gender equality, increasing female representation on her team from 23% to 30% and fostering a diverse workforce of 30 nationalities. Her community outreach includes a Cloth Donation Drive, blood donation initiatives, and a Clean-Up Drive, while her support for the arts through
ME Dubai’s Cultural Connection highlights her holistic approach to leadership and deep commitment to both local and global impacts.
Amro’s
the hospitality industry make him a Heavyweight Hospitality.
SAYED TAYOUN General Manager, Holiday Inn & Suites Dubai Science Park
Sayed Tayoun, General Manager of Holiday Inn & Suites Dubai Science Park, stands out as a distinguished leader in the hospitality industry, with a remarkable career spanning over 20 years. Since the hotel's pre-opening phase, Sayed has demonstrated exceptional leadership and operational acumen, significantly impacting the hotel's success. His extensive experience includes overseeing commercial functions for IHG cluster hotels across Qatar, Abu Dhabi, and Dubai Festival City, where he managed a vast portfolio encompassing over 1,598 rooms, an 11,000 sqm events center, and 11 award-winning F&B outlets, including Pierre’s & Choix by Michelin 3-star Chef Pierre Garnier.
Under Sayed’s stewardship, Holiday Inn & Suites Dubai Science Park has seen outstanding commercial results, including consistently surpassing its competitors in Revenue Generation Index (RGI) and achieving an Average Daily Rate (ADR) up to 20% higher than market rivals. His strategic initiatives have not only driven revenue growth but also established the hotel as a premier destination for high-profile events, including hosting a Presidential Delegation during COP28—a notable accomplishment for a 4-star mid-market hotel in Dubai. Innovations such as the E-Menu have had a profound impact, increasing F&B sales by 32%, while McGettigan’s achieved its one-year revenue target in just six months, highlighting Sayed's ability to drive business success through innovative solutions.
Sayed’s commitment to guest satisfaction is evident in the hotel’s impressive 96% Guest Satisfaction Score, reflecting his focus on delivering personalised service and exceptional attention to detail. The pre-opening hotel has quickly risen to prominence, ranking among the Top 5 IHG Hotels for guest satisfaction in the IMEA region. His leadership is characterised by a dedication to enhancing the guest experience and fostering a culture of excellence within the team.
In addition to his operational successes, Sayed has prioritised team development and diversity, implementing personalised development plans and promoting continuous learning to strengthen teamwork and professional growth. His leadership has earned him recognition, including shortlisting for HME’s Inaugural GM Awards and the IHG GM IMPACT Awards 2024, where he won the "Care for People" Award. This accolade highlights his commitment to nurturing talent and fostering a supportive work environment.
Sayed’s dedication to sustainability further underscores his comprehensive approach to hospitality management. Under his guidance, the hotel has been designated a "Sustainable Hospitality Partner" by the Emirates Environmental Group. His initiatives include an in-house water bottling plant, energy-efficient systems, and waste reduction programs, all aimed at minimising the hotel's environmental impact. Additionally, McGettigan’s DSP has garnered three awards within a year, including Favourite Pub Grub, Best Irish Bar, and Best Quiz Night, showcasing Sayed's ability to elevate the hotel's offerings and reputation.
Sayed Tayoun embodies the epitome of visionary leadership and operational excellence. His impressive track record, commitment to guest satisfaction, innovative strategies, and dedication to sustainability and team development set a transformative benchmark in hospitality management, solidifying his status as a heavyweight in the industry.
GIACOMO PUNTEL
General Manager, voco Bonnington
Giacomo Puntel, the General Manager of voco Bonnington, is a distinguished leader in the hospitality industry, celebrated for his extensive experience and profound impact on both Food & Beverage (F&B) and hotel operations. His career is a testament to a blend of technical expertise and exceptional leadership, marking him as a heavyweight in the field.
With a career spanning over two decades, Giacomo has built a reputation for excellence through his strategic vision and hands-on approach. His journey through the hospitality sector has been characterised by a deep understanding of operational intricacies and a commitment to enhancing guest experiences. Giacomo’s ascent to General Manager at voco Bonnington is the culmination of years of dedication and hard work, during which he has consistently demonstrated his ability to drive both team performance and operational success.
What truly distinguishes Giacomo is his leadership style, which is grounded in a profound focus on customer feedback and the needs of his team members. He believes that the success of an organisation hinges on the collective efforts of its people, and he strives to create an environment where excellence is both the standard and the expectation. Giacomo inspires his team daily, fostering a culture of mutual respect, continuous improvement, and service excellence. His leadership is not merely about achieving targets but about instilling a sense of pride and ownership among team members, which translates into exceptional guest experiences.
Giacomo’s leadership has not gone unnoticed in the industry. His remarkable achievements have earned him prestigious accolades, including the Hospitality Heavyweight of the Year awards for 2021 and 2022 at the Leaders in Hospitality Awards, and the Leading Food & Beverage Director award at the Leaders in F&B Awards 2021. These honours are a testament to his ability to excel in a competitive market and his capacity to drive meaningful improvements in both guest satisfaction and operational performance.
As General Manager of voco Bonnington, Giacomo has successfully navigated the challenges of the hospitality market by implementing innovative strategies and maximising cost efficiencies. His approach includes activating engaging activities and fostering team engagement,
which have led to consistent year-on-year improvements in guest satisfaction metrics. Giacomo’s proactive stance on operational enhancements is evident in the new policies and procedures he has introduced, which emphasise team ownership and a commitment to guest satisfaction. These efforts have contributed to a notable increase in profitability and have solidified voco Bonnington’s reputation as a premier destination.
Giacomo’s commitment to service excellence is reflected in his daily interactions with both guests and staff. He places a high value on feedback and continuously seeks ways to enhance the guest experience. His leadership is characterised by a hands-on approach, where he is actively involved in addressing challenges and implementing solutions that elevate the overall service standards. This dedication to excellence is not only about meeting expectations but about exceeding them, ensuring that every guest leaves with a positive and memorable experience.
Giacomo Puntel embodies the qualities of a visionary leader in the hospitality industry. His extensive experience, coupled with his innovative strategies and unwavering commitment to excellence, positions him as a true heavyweight in the field. Under his leadership, voco Bonnington has achieved remarkable success, setting a high standard for both operational performance and guest satisfaction. Giacomo’s influence extends beyond his immediate team and hotel, contributing to the broader industry’s understanding of what it means to be a leader in hospitality.
SAURABH TIWARI
Area Director, Middle East and CIS, Taj Dubai
Saurabh Tiwari, recently appointed as Area Director of Operations for the Middle East and CIS at Taj Hotels, has made significant contributions to the hospitality industry. With 24 years of experience, including a dynamic tenure as General Manager of Taj Dubai since August 2021, he has led a team of over 400 employees, overseeing 296 guest rooms and suites and five restaurants and lounges. Under his leadership, Taj Dubai saw a 23.5% increase in occupancy, a 43.5% rise in revenue, and a 16.2% boost in ADR from 2021 to 2024.
Saurabh's strategic initiatives have driven exceptional results. In 2023, he exceeded budget expectations and nearly matched the previous year's occupancy and revenue. His new role involves overseeing multiple properties, ensuring Taj Hotels maintains its luxury reputation. Saurabh has championed sustainable practices, such as eliminating single-use plastics and introducing glass water bottles.
Saurabh has revitalised Taj Dubai's F&B offerings, including the innovative "After Dark Brunch" at Miss Tess and a tent at Treehouse for the summer season. His leadership has earned industry recognition, with appearances on 100.3FM and Talk FM 103.8. As Area Director, his strategic insights, passion for service, and ability to foster strong teams will continue to drive IHCL's success in the region.
His revenue strategies led to a 25% increase in revenue, a 43% rise in profit margins, and an EBITDA margin of 38.1%. He diversified revenue streams, boosting occupancy to 90% and achieving a 32% increase in RevPAR. His inclusive leadership style resulted in a 90% employee retention rate and significant diversity improvements. Saurabh has actively engaged in community initiatives, supported by various colleague engagement activities, fostering a positive work culture. His innovative F&B concepts and expansion of MICE business have further enhanced Taj Dubai's offerings.
Saurabh's commitment to sustainability led to an 80% reduction in plastic key usage and a 100% reduction in single-use plastics in guest rooms. His focus on guest satisfaction has brought Taj Dubai's NPS to 78.1, surpassing the previous year's score. His leadership has garnered multiple awards, solidifying his position as a trailblazer in the hospitality industry.
RAVI SANTIAGO
Cluster General Manager, Ramada Hotel & Suites by Wyndham Ajman, Ramada by Wyndham Beach Hotel Ajman & Wyndham Garden Ajman Corniche
Ravi Santiago, with 29 years of experience, including 18 in hospitality, is the esteemed Cluster General Manager for Ramada Hotel & Suites by Wyndham Ajman, Ramada by Wyndham Beach Hotel Ajman, and Wyndham Garden Ajman Corniche. His journey with R Hotels began in 2009 as the Financial Controller of Ramada Hotel & Suites Ajman. As the group expanded, Ravi's exceptional skills led to his advancement as Cluster Financial Controller, and he now manages financial control for all seven hotels within R Hotels while overseeing the cluster operations of the three Wyndham hotels in Ajman.
Ravi's leadership and strategic initiatives have driven remarkable success across these properties. Under his guidance, Wyndham Hotels Ajman has consistently maintained an occupancy rate of over 95%, with a surge to 96% as of Q1 this year. His efforts have not only sustained high occupancy rates but have also generated revenues that surpass targets and expectations.
strating the profound impact of Ravi's leadership on the team's growth and success at R Hotels.
In 2023, Wyndham Garden Ajman Corniche achieved the highest OSAT scores across the entire MEA portfolio, ranking #1 in social ratings among Wyndham Garden branded hotels worldwide. This trend continues in 2024, showcasing Ravi's commitment to excellence.
Ravi's strategic insights have also established Seascape Restaurant at Wyndham Garden Ajman Corniche as the ultimate destination for seafood enthusiasts across the UAE. Seascape holds the top position on TripAdvisor with a perfect score of 5 out of 5 and an impressive rating of 4.7 on Google reviews.
Under Ravi's leadership, Wyndham Hotels Ajman has earned sustainability awards and met various sustainability targets, including the establishment of Ramada Ajman's Urban Farm and compost machine. Ravi's proactive approach includes implementing wastage control systems, promoting multi-use amenities containers, and participating in environmental campaigns, furthering the pursuit of Wyndham Green Level certifications for all three hotels.
As a motivational leader, Ravi prioritises actions over words, ensuring his team members feel valued and supported. This dedication led to celebrating over 100 employees' 10-year work anniversaries in 2023, demon-
Ravi Santiago's heartfelt focus on Corporate Social Responsibility (CSR) is evident through various impactful initiatives. Under his leadership, Ramada Hotel & Suites by Wyndham Ajman became the inaugural hotel outside Dubai and the first Wyndham Hotels & Resorts property to engage with the Evolvin’ Women program, recruiting women from underprivileged backgrounds and expanding job opportunities.
Collaborating with Nia Coffee, the three hotels under Ravi's management support ethically sourced coffee produced by women farmers in Africa, promoting their coffee products and uplifting women smallholder farmers and their rural communities. When a powerful earthquake struck Turkey and Syria earlier this year, Ravi spearheaded a relief campaign across all seven hotels under R Hotels, collaborating with Emirates Red Crescent and Dar Al Ber Society to provide essential items to the affected communities. In 2021, Ravi initiated a successful blood donation drive, which has continued annually due to overwhelming support, with over 100 employees volunteering each year. Wyndham Hotels Ajman also maintains a steadfast commitment to supporting the Al Ihsan charity association through annual donations of clothes, medicines, and meal boxes, reflecting the hotel's dedication to making a positive impact on the community.
ANOOP DHONDOO
Regional General Manager, Novotel World Trade Centre; Ibis World Trade Centre; Ibis One Central
Anoop Dhondoo has consistently demonstrated exceptional leadership and strategic acumen throughout his career. With an MBA from Ecole Hôtelière De Lausanne, Anoop's extensive experience spans Asia, Europe, Africa, and the UAE.
Since his recent appointment, Anoop has successfully repositioned Novotel World Trade Centre, Ibis One Central, and Ibis World Trade Centre as premier choices in Dubai’s competitive market. His strategic leadership earned Ibis One Central the Gold Award for Hotel of the Year in the budget category at the 2022 Middle East Hospitality Excellence Awards. Additionally, his cluster hotels received the Travellers' Choice Award from TripAdvisor in 2022 for outstanding guest satisfaction and service excellence.
Anoop has also been recognised with the Best Practice Award for Digital Marketing and Sustainability at Accor’s GM Awards. He led the comprehensive renovation of Ibis World Trade Centre, resulting in a 28% increase in profitability. Anoop introduced innovative dining and wellness concepts at Ibis World Trade Centre, enhancing guest amenities and fostering community engagement through events like the ibis Music Event, which featured collaborations between emerging artists and international performers like The Shapeshifters.
Anoop's commitment to sustainability is evident in his implementation of smart energy management systems and innovative food reduction techniques. His efforts led to Green Key certification for three properties, aligning with Accor’s goals for eco-certification and net-zero carbon emissions. He achieved significant sustainability savings, including AED 51,045 in energy costs, 1.5 tons of food waste reduction, and 1.6 tons of CO2 emissions reduction.
Anoop’s ability to inspire teams and navigate challenges effectively has solidified his reputation as a transformative leader in the hospitality industry.
JULIA SCHAMNE
Cluster General Manager, Adagio, Ibis Styles, Mercure Dubai, Deira
Julia Schamne has demonstrated remarkable leadership, notably with the successful launch of the first Adagio aparthotel on Palm Jumeirah. This achievement earned her a promotion to Cluster General Manager and recognition among over 350 General Managers in the IMEAT region. Known for her coaching and innovative approach, Julia has enhanced hotel performance and fosters a culture of growth and learning. Her dedication to sustainability includes implementing Accor’s global initiative, reducing waste, and using sustainable materials. Julia also champions female empowerment and diversity, leading a programme that features 40% women in leadership roles and a team of 16 nationalities.
