Nestled by the coast of Lusail sits the splendor of Raf es and Fairmont Doha, where luxury is rooted in even the smallest details. Open the doors to mesmerizing hospitality and make memories in a world of sophistication.
Subtitled in Arabic
THE BIG NIGHTLIFE WINNERS OF 2024 REVEALED
HOTEL & CATERING NEWS MIDDLE EAST WAS HONOURED TO HOST THE PRESTIGIOUS BIG NIGHTLIFE AWARDS 2024 ON JUNE 10TH AT HILTON DUBAI AL HABTOOR CITY
20 ATLANTIS THE ROYAL The World's Most Ultra-Luxury Experiential Resort
54 TOP 5 NEW HOSPITALITY TECH TRENDS
The hospitality industry rebounded strongly in 2023, with the Middle East leading the charge
58 GCC HOSPITALITY INDUSTRY to witness robust growth, forecasts Alpen Capital FROM RESERVATION DESKS TO ROBOTS A Look at the Evolution of Technology in the Hospitality Industry
56
BOOSTING RESTAURANT PROFITS WITH TECH In today's competitive market, staying ahead of the curve is crucial. Employing essential cutting-edge technology is key for restaurants to thriveNovember 2024 22
52 BETTER SERVICE RECOVERY We had a habit of keeping to ourselves, and candidates and suppliers from outside the industry were often viewed with suspicion
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EDITOR-IN-CHIEF
Seymone L Moodley seymone@bncpublishing.net
CEO
Wissam Younane wissam@bncpublishing.net
DIRECTOR
Rabih Najm rabih@bncpublishing.net
CREATIVE LEAD
Christian Harb chriss@bncpublishing.net
MARKETING EXECUTIVE
Aaron Joshua Sinamban aj@bncpublishing.net
DIGITAL EDITORIAL SUPPORT
Karan Moodley karan@bncpublishing.net
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Contributors
MARTIN KUBLER
Chief Sloth at The Gluttonous Sloth - HORECA Consulting with Attitude
Martin brings over two decades of executive experience from Europe and the Middle East to his role. Transitioning from a seasoned hotelier to a consultant, Martin now excels as an advisor, mentor, coach, and freelance journalist, leveraging his extensive industry knowledge to guide and inspire others in the hospitality sector.
NAJI HADDAD VP – EMEA, Deliverect
Naji Haddad serves as the VP – EMEA at Deliverect, a leading SaaS platform that streamlines restaurant online order management.
With over a decade of experience in food and hospitality, Naji possesses a profound understanding of the industry's evolution. In 2018, he founded a company that collaborated with various food tech solutions, including online ordering, digital menus, and online reputation management. His company's mission was to guide restaurants through digital transformation by evaluating their needs and implementing appropriate technological solutions.
Since joining Deliverect in 2020, Naji has played a pivotal role in transforming the digital food landscape across the MENA region.
STAN KLYUY CCO of Tumodo
Serving as the Chief Commercial Officer at Tumodo, Stan leads a cutting-edge online business travel platform that integrates data science, contemporary design, and exceptional service. His leadership ensures that businesses and their employees enjoy a seamless and superior travel experience.
ALEXANDER PONOMAREV CEO of Syrve MENA
As the CEO of Syrve MENA, a premier restaurant technology provider in the Middle East, Alexander brings over 11 years of experience in Hospitality IT. His expertise spans from restaurant automation in London to innovative solutions in Dubai, enhancing dining experiences across the region.
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Rates starting from QAR 3,500 per night
For reservations, please call +974 4030 7100 or email reservations.doha@raffles.com
Team Spirit and a Facelift
This month's editor's note proved more challenging to write than usual, not due to a lack of topics—quite the opposite. There's plenty to discuss. However, sometimes, when you have too many tabs open, you encounter that spinning colourful wheel, and all you can do is stare, waiting for the moment to refresh or reboot. As I was searching for the right words, Chris, our creative lead who plays a pivotal role in bringing the design of this magazine together or,
as we affectionately call it, "our baby," reached out with a message. His usual quirky encouragement made my day and got my creative juices flowing again, reminding me how grateful I am for such teammates.
Indeed, working together isn't always easy or fun, but at the end of the day, the people in my camp that I get to work with daily are a good bunch of humans, and this makes all the difference—it's everything. We don't just get along; we respect and look out
for one another and are candid when necessary. I've come to realise, through conversations with others, that such dynamics are rare. Of course, not every day is filled with sunshine, and not everyone will be your cup of tea, but our tea set is the real deal. Sure, we get under each other's skin occasionally, but I value how we show up for each other when we need to.
We operate as a true team, working together, not against each other. We complement rather than compete, celebrate our successes, and support each other through our shortcomings. Whether it's our videographers Alex and Dexter, AJ, our pocket rocket Zaira or Swiss Army knife Karan, I'm thankful for this tiny but mighty crew.
On behalf of our entire team, I'm excited to announce that we will be transitioning to hotelandcatering. com and undergoing a brand facelift —so keep an eye out. In this issue, we spotlight our winners from last month's Big Nightlife Awards, take you inside the world's most ultra-luxury experiential resort, explore the latest travel and tourism trends, introduce some of our contributors, and much more.
Until we meet again, here's to a summer filled with new experiences and stories to share.
SEYMONE L MOODLEY EDITOR-IN-CHIEF seymone@bncpublishing.net
Seymone Leigh Moodley seymonemoodley
B RING ING TH E U NCONVE NTIONAL TO YOU R B U S IN ES S CONVE NTIONS
Capella Hotels and Resorts announces its first coastal destination in Saudi Arabia, set within NEOM at Elanan, one of Magna’s destinations, against the backdrop of stunning desert mountains and the Gulf of Aqaba coastline. The resort will open an exclusive wellness
CAPELLA HOTELS AND RESORTS ANNOUNCES NEW WELLNESSCENTRED RESORT AT NEOM
retreat as part of the sustainable development unfolding in northwest Saudi Arabia.
Emerging from a lush oasis embracing the landscape’s ancient natural springs, the resort features 80 bespoke rooms and suites. Guests are enveloped in a world of tranquillity where contemporary design meets the beauty of the environment. Capella’s craft of hospitality is further enriched by a holistic wellness experience and innovation driven by Capella Wellness, creating a sanctuary for relaxation infused with innovative design.
VELIGANDU MALDIVES RESORT ISLAND TO OPEN NOVEMBER 2024
Crown and Champa Resorts (CCR) expands its presence in the luxury space with its latest opening, Veligandu Maldives Resort Island in the North Ari Atoll, just 20 minutes by seaplane or 60 minutes by speedboat from Malé International airport and welcoming guests of all ages. Established in 1984 as one of the pioneering resorts in the Maldives, Veligandu has undergone an extensive renovation and is set to welcome guests from November 2024 in its 100 villas.
KIARA OPENS IN DIFC: DUBAI’S NEW HOTSPOT FOR SOPHISTICATED NIGHTLIFE AND VIBRANT ENTERTAINMENT OPENINGS
Get ready to elevate your nocturnal adventures as Kiara has officially opened its doors in DIFC. Brought to life by Chief Lifestyle Officer Sacha Boulesteix from 111 Management, Kiara redefines Dubai’s nightlife scene with its unique charm and vibrant atmosphere.
Kiara, named after the Italian word for “bright” and the Arabic terms for “sweet, pure, peaceful, and unique,” aims to be a social hub buzzing with chatter, togetherness, and endless good times. Kiara promises an enchanting blend of cultures, drawing inspiration from multicultural influences to create a truly unique experience.
Rotana, one of the leading hotel management companies in the region with 76 operational properties in the Middle East, Africa, Eastern Europe, and Türkiye (MENAT), announces today
ROTANA ANNOUNCES THE OPENING OF ITS FIRST PROPERTY IN THE HOLY CITY OF MADINAH, AL MANAKHA ROTANA
the opening of Al Manakha Rotana in Madinah, Kingdom of Saudi Arabia (KSA).
With a landmark location in the centre of the holy city of Madinah, Al Manakha Rotana aims to serve travellers seeking a unique cultural experience, as well as the millions of pilgrims who partake in the annual Islamic pilgrimage to Madinah, home to Islam’s second holiest shrine, the Prophet’s Mosque.
Planted – the fastest growing alternative protein start-up in Europe has officially entered the UAE and Middle East foodservice market. Its products are now available for consumers to try on menus of select restaurants across the UAE with hotel chains expected soon too. As a Swiss purpose-driven brand, it aims to set a new standard for the plant-based meat industry by producing the highest quality plant-based meat that is high in protein content and uses only natural and clean label ingredients with no additives, thereby making it a nutritious and sustainable choice for all.
Ennismore, the fastestgrowing lifestyle and leisure hospitality company, and Our Habitas, the sustainably forward hospitality brand, announced today that they have entered a strategic partnership. Ennismore will take over the management and growth of Our Habitas, which will join Ennismore’s global collective of entrepreneurial and founder-built brands.
PLANTED BRINGS SWISS PLANT-BASED MEATS TO UAE DINERS VIA SELECT F&B PARTNERS
HYATT REGENCY ORYX DOHA
APPOINTS ITIR OSMANOGLU AS NEW COMMERCIAL DIRECTOR
Hyatt Regency Oryx Doha, is pleased to announce the appointment of Itir Osmanoglu as the new Commercial Director. With an extensive background in hospitality, hotel sales and marketing, Itir brings a wealth of experience and a strong commitment to excellence to her new role.
WALDORF ASTORIA DUBAI PALM JUMEIRAH WELCOMES ITS NEW DIRECTOR OF SALES
Waldorf Astoria Dubai Palm Jumeirah – the city’s iconic beach resort destination – is delighted to announce the appointment of Anzhelika Chekhlova as its new Director of Sales. Anzhelika, a Russian national, brings with her over 11 years of extensive experience in the hospitality industry, with a proven
track record of delivering exceptional results and ensuring customer satisfaction. Known for her strategic thinking, strong relationship-building skills, and innovative marketing ideas, Anzhelika is set to bring a fresh perspective to the resort’s sales team.
ATLANTIS THE ROYAL
THE WORLD'S MOST ULTRA-LUXURY EXPERIENTIAL RESORT
Atlantis The Royal in Dubai doesn't simply redefine luxury; it sets a new benchmark for opulence in a city famed for extravagance. Since its grand opening, marked by a showstopping concert attended by some of the world's most famous personalities, this architectural marvel has become a cornerstone of luxury travel and an emblem of Dubai's lavish hospitality scene.
Spanning across the iconic Palm Jumeirah, Atlantis The Royal boasts 795 luxuriously appointed rooms and suites, 17 gourmet restaurants, 17 high-end boutiques, a massive 32,300 square foot wellness centre, and several swimming pools, including the standout Cloud 22. This particular pool, resulting from collaborating with Dolce&Gabbana and Ounass, epitomises Dubai's glamorous lifestyle. In its first anniversary celebration, the resort partnered with Louis Vuitton to deploy a fleet
Rising 43 stories with boundless views of the Arabian Sea and Palm Island, the resort masterfully blends chic interiors with exceptional outdoor lounging spaces.
of handcrafted Louis Vuitton Viviennes, each designed to capture and enhance the spirit and luxury of Atlantis The Royal.
The approach to the resort is as theatrical as the city it inhabits. The grand entrance, a dramatic play of water and fire, leads guests into a sprawling lobby with intricate art installations that convey the resort's grandiose theme. This grand entrance sets the stage for an unparalleled luxury experience throughout the stay.
Each room and suite at Atlantis The Royal is a testament to meticulous design and luxury living. The accommodations are designed to offer nextlevel comfort and lavishness, with each space boasting unique features that cater to an array of preferences and tastes.
Anticipate some of the world's most exquisite rooms, suites, and signature penthouses, each crafted to take your breath away. Rising 43 stories with boundless views of the Arabian Sea and Palm Island, the resort masterfully blends chic interiors with exceptional outdoor lounging spaces. Private balconies, sprawling terraces, and personal pools offer a sensation of floating above the clouds, enhancing the luxury of your stay. Atlantis The Royal is a culinary destination, with its array of dining options presenting a world
tour of flavours. Each restaurant, under the guidance of celebrity chefs like José Andrés, Nobu Matsuhisa, and Heston Blumenthal, offers distinct culinary experiences that are as diverse as they are refined. From Andrés' vibrant Spanish dishes at Jaleo to Nobu's innovative Japanese cuisine and Blumenthal's historically inspired British fare at Dinner By Heston Blumenthal, guests are truly spoiled for choice under one roof.
The amenities at Atlantis The Royal cater to every conceivable desire. The expansive and tranquil wellness centre offers treatments that meld ancient techniques with modern wellness practices. The resort's various infinity pools and private beaches provide the perfect escape for relaxation and leisure, while Ling Ling and White Beach excite thrill seekers.
Service at the resort is executed with an eye for detail and a commitment to excellence.
Atlantis The Royal is not just a getaway destination but also a prime location for business travellers. The resort's modern conference rooms and elegant ballrooms, equipped with cutting-edge technology, make it an ideal venue for corporate events, weddings, and grand gatherings.
In line with Dubai's vision for sustainability, Atlantis The Royal integrates eco-friendly practices throughout its operations. From energy-efficient systems to water conservation and sustainable sourcing, the resort showcases how luxury and environmental responsibility can go hand in hand.
Atlantis The Royal is more than just a hotel—it is an experience that exemplifies the height of modern luxury. It stands as a testament to Dubai's ambition and its ability to transform visions of grandeur into reality. For those who seek to soak themselves in sheer opulence, Atlantis The Royal is the choice.
The resort's various infinity pools and private beaches provide the perfect escape for relaxation and leisure, while Ling Ling and White Beach excite thrill seekers.
RESERVATION DESKS FROM TO ROBOTS
A Look at the Evolution of Technology in the Hospitality Industry
BY KARAN MOODLEY, SOCIAL MEDIA MANAGER, HOTEL & CATERING
Imagine entering a grand hotel lobby in the 1980s, greeted by a concierge who knew your name, preferences, and perhaps even a bit of your travel history. Fast forward to today—what if that familiar face has been replaced by a sleek, intelligent robot with the same knowledge of your desires but enhanced by data-driven precision? Once the realm of science fiction, this transformation is a vivid reality, reshaping the hospitality industry in previously unimaginable ways.
For decades, hoteliers have prided themselves on the personal touch, the ability to anticipate a guest's needs before they even voiced them. Yet, as we stand at the crossroads of tradition and innovation, it becomes clear that the heart of hospitality is not being replaced but,
instead, reimagined. The relentless march of technology has brought us to a point where digital concierges, AI-driven personalisation, and virtual experiences are not just add-ons but integral components of a guest's journey.
This article explores the technological milestones that have revolutionised guest experiences and redefined operational efficiencies and business models.
The 90s and The 2000s
The late 1990s marked the dawn of a digital revolution in the hospitality industry with the rise of online booking platforms like Booking.com and Expedia. These platforms democratised travel information, allowing guests to compare prices, read reviews, and book accommodations from the comfort of their homes (Law, Leung, & Wong, 2004). This shift made bookings more convenient and heightened hotel competition to offer the best value and service.
Building on this foundation, the explosion of smartphone uses in the 2010s further transformed guest interactions. Mobile technology became indispensable, with apps like Marriott's mobile app, introduced in 2010, enabling bookings, check-ins, and even room access via smartphones (Marriott, 2010). This level of convenience quickly became a standard expectation, fundamentally changing how guests engage with hospitality services. As mobile technology integrated into guest experiences, artificial intelligence (AI) and virtual assistants emerged as pivotal elements. AI-powered chatbots, such as Hilton's Connie, provide tailored recommendations and instant responses to guest queries, ensuring a seamless stay (Marr, 2017). Meanwhile, Marriott (2015) reported that virtual reality (VR) and augmented reality (AR) have empowered guests to take virtual tours of hotel rooms and amenities before booking, adding a new layer of assurance and excitement to the decision-making process.
PMS and IoT
Now, step behind the scenes and witness how technology has revolutionised hotel operations. Property Management Systems (PMS), like Micros Opera, pioneered the integration of various hotel operations into cohesive platforms. This integration streamlined
reservations, billing, and housekeeping processes, enhancing operational efficiency and reducing errors (Micros, 2003). These systems laid the groundwork for further technological advancements.
The Internet of Things (IoT) soon followed, bringing innovative technologies into hotel operations. Imagine IoT devices, from smart thermostats to advanced security systems, becoming commonplace, enabling remote control and predictive maintenance (Buhalis & Leung, 2018). These innovations reduce downtime and costs while enhancing the guest experience, allowing hotels to operate more efficiently with fewer resources.
Cloud computing has further transformed operational efficiency by introducing flexibility and scalability. Visualise platforms like Oracle Hospitality Cloud offer real-time data analytics from anywhere, enhancing decision-making processes and improving service delivery (Oracle, 2020). Managing operations in the cloud ensures that hotels can quickly adapt to changing circumstances and maintain high service standards.
Homestays
In 2008, Airbnb, fundamentally challenged traditional hotels to rethink their offerings and value propositions. This new model was revolutionary in its simplicity impact. It leveraged technology to turn everyday property owners into short-term rental landlords, providing travellers unique and personalised experiences.
Airbnb's genius lies in its ability to harness the power of technology to foster a community-driven approach to hospitality. Property owners could list their homes, apartments, or even spare rooms with just a few clicks. At the same time, travellers gained access to a diverse array of accommodations that were often more affordable and distinctive than standard hotel offerings. This model didn't just offer a place to stay; it provided a new way of experiencing a destination deeply rooted in the local culture and community.
THE HEART OF HOSPITALITY IS NOT BEING REPLACED BUT, INSTEAD, REIMAGINED.
The platform's success forced traditional hoteliers to confront a rapidly changing landscape. No longer could they rely solely on the tried-and-true methods that had served them for decades. Instead, they had to innovate and adapt, finding new ways to attract and retain guests with many alternatives at their fingertips. This meant enhancing their digital presence, integrating advanced technologies and rethinking the essence of hospitality.
Hotels began to adopt elements of Airbnb's approach, focusing on creating more
personalised and authentic experiences. They leveraged big data analytics to gain deeper insights into guest preferences and behaviours, enabling them to craft targeted marketing strategies, optimise pricing, and enhance revenue management (Davenport, 2014). This data-driven approach became critical in maintaining competitiveness in a market that was becoming increasingly dynamic and guest-centric.
The rise of the sharing economy has set a new standard for flexibility, personalisation, and community engagement, challenging traditional models to evolve continually. As blockchain technology and other innovations mature, they promise to redefine how transactions and loyalty programs are managed, ensuring transparency and security while fostering trust between guests and hosts.
The journey of technological evolution in the hospitality industry has been nothing short of extraordinary to witness. From the initial steps of online booking to the sophisticated AI-driven experiences of today, we have witnessed a transformation that has reshaped the very fabric of hospitality. The leap from manual reservations to intuitive, personalised services powered by artificial intelligence marks a significant milestone, illustrating how far we've come.
As we stand on the brink of further advancements, it's clear that the changes we've experienced are just the beginning.
WINNERS REVEALED
Hotel & Catering News Middle East was honoured to host the prestigious Big Nightlife Awards 2024 on June 10th at Hilton Dubai Al Habtoor City. It was a night dedicated to celebrating the vibrancy and excellence of the nightlife industry. We extend our heartfelt thanks to everyone who supported and attended the event. Congratulations again to all the deserving winners of this year’s Big Nightlife Awards. Here’s a look at your winners.
BEST LADIES’ NIGHT
SEVEN SISTERS
HIGHLY COMMENDED
FRIDAY LADIES’ NIGHT
RAIA
NONYA, TAJ JUMEIRAH LAKES TOWERS
BEST HAPPY HOUR
TING IRIE DUBAI
BEST QUIZ NIGHT
QUIZ NIGHT, MCGETTIGAN’S DUBAI SCIENCE PARK
BEST AFTER-BRUNCH PARTY
TIKI’S ROOFTOP BY CANARY CLUB
HIGHLY COMMENDED
MCGETTIGAN’S FACTORY
HILTON DUBAI PALM
JUMEIRAH
BEST SHOW THE THEATRE
HIGHLY COMMENDED THE FORBIDDEN DREAM DREAM DUBAI
BEST LADIES’ DAY
VAMOS A LA PLAYA, PLAYA DUBAI
HIGHLY COMMENDED
TUESDAY LADIES’ DAY ANAR
BEST OUTDOOR POOL EXPERIENCE
AURA SKYPOOL
HIGHLY COMMENDED
PLAYA DUBAI
BEST MIXED DRINKS BAR
HIDDEN BAR
HIGHLY COMMENDED GALAXY BAR
BEST LIVE MUSIC VENUE
BAZAAR DUBAI
HIGHLY COMMENDED FLASHBACK SPEAKEASY BAR & LOUNGE
BEST SPORTS BAR
THE YARD, TOPGOLF
HIGHLY COMMENDED
LA FABRIQUE SPORTS BAR, PULLMAN DUBAI CREEK CITY CENTRE
BEST IRISH BAR
MCGETTIGAN’S DUBAI SCIENCE PARK
BEST HOPS BAR
THE DUCK HOOK (AWARD RECEIVED ON BEHALF OF THE DUCK HOOK)
BEST ALL-AMERICAN BAR
BEST ROOFTOP VENUE
CLAW BBQ, HILTON DUBAI PALM JUMEIRAH
CÉ LA VI DUBAI
BEST LUXURY OUTDOOR BAR
BEST TERRACE
ALICI CAÑA BY TAMOKA
BEST RESTAURANT BAR
CÉ LA VI DUBAI
HIGHLY COMMENDED THE GUILD
BEST LATE-NIGHT DINNER
LA CANTINE (AWARD RECEIVED ON BEHALF OF LA CANTINE)
HIGHLY COMMENDED MAYABAY
BEST BEACH BAR
BEST LOUNGE
BUDDHA BAR BEACH ABU DHABI, ST REGIS SAADIYAT ISLAND RESORT ABU DHABI
AMELIA
SOMMELIER OF THE YEAR
RAM KHADKA, TAKAHISA JAPANESE RESTAURANT (AWARD RECEIVED ON BEHALF OF RAM KHADKA)
HOST/HOSTESS OF THE YEAR
SANDRINE IRAKOZE, FLASHBACK SPEAKEASY BAR & LOUNGE
WAITER OF THE YEAR
HEMAL PUSHPA, JOSETTE
BARTENDER OF THE YEAR
MIXOLOGIST OF THE YEAR
MAR IBARRA, JUMEIRAH GROUP
UTKARSH SINGH, WALDORF ASTORIA DUBAI INTERNATIONAL FINANCIAL CENTRE
BAR MANAGER OF THE YEAR
BAR TEAM OF THE YEAR
TAKAHISA JAPANESE RESTAURANT
NICOLA LAZZARI, BABYLON
BEST DUBAI DJ
SHEHZAD K, SOUL BEACH DUBA
NIGHTLIFE ENTREPRENEUR OF THE YEAR
RABIH FAKHREDDINE, 7 MANAGEMENT (AWARD RECEIVED ON BEHALF OF RABIH FAKHREDDINE)
BEACH CLUB OF THE YEAR
SUMMERSALT BEACH CLUB
HIGHLY COMMENDED
ZENZI BEACH (AWARD RECEIVED ON BEHALF OF ZENZI BEACH)
BEST NEW NIGHTLIFE VENUE
PUB OF THE YEAR
DHOW & ANCHOR, JUMEIRAH BEACH HOTEL
BE BEACH
BAR OF THE YEAR
LOCK, STOCK & BARREL, JBR
NIGHTCLUB OF THE YEAR SAYF
NIGHTLIFE ENTERTAINMENT GROUP OF THE YEAR
SOLUTIONS LEISURE GROUP
LEGENDARY NIGHTLIFE ICON AWARD
MARC MAROUN, SUNSET HOSPITALITY GROUP
BETTER SERVICE
RECOVERY
BY MARTIN
When I first started out in the hospitality industry, it was very much isolated from most other in-dustries—we had a habit of keeping to ourselves, and candidates and suppliers from outside the industry were often viewed with suspicion.
Fortunately, things have changed over the years, and as an industry, we are now much more open than in the old days. However, there’s still a tendency to discuss challenges like staffing and service quality mainly with others in the industry or during hospitality events. Let's face it, when was the last time you saw a panel that included ho-
teliers, air-line personnel, and cruise experts all discussing a common topic other than, perhaps, global issues like sustainability or consumer trends? It’s probably been a while.
The fact is, we could often learn a lot from how companies in other industries tackle challenges that are also prevalent in our industry. Take service recovery, for example. Things don’t only go wrong in hotels and restaurants, but in all industries—yet, the way companies manage service re-covery differs vastly.
In examining what the hotel industry can learn about service recovery from other customer-centric industries, there are several valuable insights and practices that can be adopted and adapted: We could look to the tech industry to get better at preventing problems in the first place. In the tech industry, especially within companies providing software or online services, there's a strong focus on proactive monitoring and problem resolution before the customer even becomes aware of an issue. Hotels can adopt similar strategies by using data analytics to predict and mitigate potential service failures. For example, if a hotel can predict which services are likely to be over-demanded on certain days, they can adjust staffing and supplies accordingly. It’s important to note that “pre-dict” doesn’t mean “guess,” but relies on actual past operations data and data-driven forecasting.
Have you ever been offered a fruit basket or a free breakfast after something went wrong with your stay? Standard responses are standard. We could look at retail businesses, particularly luxury and boutique stores, which excel in personalising customer interactions. Personalised responses to service failures can help make the customer feel valued. This can be translated into the hotel in-dustry by customising recovery efforts based on the guest's preferences and previous interactions, possibly stored and analysed through a CRM system.
Ever waited ages for a complaint to be resolved? Take a cue from quickservice restaurants, which often are adept at immediate problem-solving and resolving issues on the spot. Hotels should train frontline staff to
KUBLER, CHIEF SLOTH AT THE GLUTTONOUS SLOTH, HORECA CONSULTING WITH ATTITUDE
have the authority to resolve small to medium issues immediately without always needing escalation. This can significantly enhance guest satisfaction as it minimises inconvenience.
You raised a complaint, but now what’s happening? Somewhere in the back of the property, wheels are turning, switches are switching, and people are scrambling to resolve your problem. Meanwhile, in the front, you’re being left wondering what’s going on. We could learn from the e-commerce industry, where online platforms often provide customers with step-by-step updates about their service recovery process, including what went wrong and how it's being fixed. Hotels can adopt this level of transparency by keeping the guest
informed throughout the resolution pro-cess, perhaps through app notifications or direct communication.
Problem fixed? Great, but doesn’t it often still leave a little sour taste for the remainder of your stay or even after departure? Look at the automotive industry, which has perfected postservice follow-ups where customers are contacted after their service to ensure everything is functioning as expected. Hotels can implement similar follow-up protocols after a service recovery to ensure that the guest is satisfied with the resolution, reinforcing the hotel's commitment to guest satisfac-tion.
I feel that it would often do us good to look beyond the confines of our own industry, see what others are doing,
and discuss our challenges with people from outside the industry. Integrating ideas and solutions from “outsiders” allows us to enhance our service recovery strategies, making them more proactive, personalised, and effective, thereby turning potential negative experiences into opportunities for enhancing customer loyalty.
On a side note: What do many of these solutions have in common? They’re data-driven. Which could now make me start a rant about why in 2024 there are still hotels out there that ask guests to fill in registration cards by hand and then rely on receptionists guessing what a guest has written. Or hotels that do not have a CRM system. It’ll be a long rant. I’ll save it for another day.
TOP 5 NEW HOSPITALITY TECH TRENDS
The hospitality industry rebounded strongly in 2023, with the Middle East leading the charge. Such resurgence is fuelled by rising demand and a fundamental shift in guest expectations – today's travellers crave seamless, tech-driven experiences that elevate their stay. In this article, we will discuss five key technological trends shaping the future of hospitality. From F&B and travel industry experts, Alexander Ponomarev, CEO of Syrve MENA, and Stan Klyuy, CCO of Tumodo, we'll explore how technology is making the sector more sustainable, efficient, and, most importantly, guest-centric.
1. Sustainability and Food-Waste-Oriented Technology
The United Arab Emirates faces a challenge: 38% of prepared food goes to waste annually, costing 6 billion AED. Recognising the urgency, the National Food Loss and Waste Initiative has set an ambitious goal: to reduce food waste by 50% by 2030. This goal aligns perfectly with the UAE's Green Agenda 2030, which prioritises sustainable practices. This challenge has sparked a wave of innovation among local hospitality businesses tackling food waste headon. Leading industry experts in food tech have developed technology that predicts customer behaviour, sales figures, and order types with 99% accuracy. In turn, restaurants can leverage these insights to optimise inventory management and kitchen prep, reducing the risk of overstocking and food spoilage. This trend of AI-powered sales forecasting and scheduling follows. The sustainability movement extends beyond the plate. For example, some business travel platforms take a holistic approach by analysing carbon footprints associated with business travel. In a nutshell, they help companies create personalised net-zero strategies while encouraging employees to embrace eco-friendly practices, contributing to a broader culture of sustainability.
2. Robotics
Robots are revolutionising the hospitality industry, boosting efficiency, minimising waste, and elevating guest experiences. This technology empowers hotels to streamline operations, enhance customer satisfaction, and reduce costs. For instance, robots can handle repetitive housekeeping tasks, freeing staff for more personalised guest interactions. Imagine a robot efficiently delivering fresh towels or whisking away laundry, all at the guest's request – this is already today’s reality.
The benefits of robotics extend beyond the hotel room. In particular, the F&B industry has witnessed a surge in robotics. Over the past decade, consumer goods robots have doubled, and experts predict a near-50% increase by 2029. In fact, they can seamlessly transition between roles, acting as waiters, bartenders, or chefs, assembling pizzas, crafting custom cocktails, or learning new recipes online, constantly expanding their culinary repertoire. As a vivid example, AI-powered bartenders like BarGPT can generate personalised cocktail recipes based on user preferences, flavours, or spirits.
3. Data-Driven Reports
In today's fast-paced digital world, data propels businesses forward. While some hospitality companies rely on reports, innovative players leverage real-time data to empower their teams and gain a competitive edge. By making this information readily accessible, everyone within the organisation can make informed decisions that drive business growth.
The benefits of data-driven insights are not limited to profits, as some MENA startups are tackling sustainability challenges with real-time data analytics. For instance, there are cases of AI-powered platforms that calculate carbon footprints and recommend the most efficient, eco-friendly routes for business travel, allowing companies to "work smarter, not harder" while minimising their environmental impact.
4. Artificial Intelligence
The hospitality industry is embracing a wave of innovation fuelled by AI. A recent Lenovo study revealed a higher adoption rate in the MENA region (64%) compared to EMEA (57%). Thus, the adoption of AI is driving several key trends that are transforming the industry. On the operational side, AI optimises demand forecasting, dynamic pricing, delivery routes, and staff scheduling. It's also assisting with predictive maintenance for equipment, reducing downtime and costs. Moreover, AI is personalising the guest experience. From tailored recommendations to in-room adjustments based on preferences, AI creates a more comfortable and fulfilling stay for each visitor.
The impact of AI extends even further. Hoteliers leverage AI for investment analysis, evaluating potential property renovations or ac-
quisitions, allowing for more strategic resource allocation based on data-driven insights. Furthermore, integrating AI with guest reviews and Net Promoter Scores provides deeper insights into customer satisfaction and performance.
5. On-demand Entertainment Access
The hospitality industry is experiencing a paradigm shift driven by the increasing importance of on-demand entertainment for guest satisfaction. Traditionally limited to a fixed selection of TV channels and pay-per-view offerings, hotels strategically leverage technology to cater to evolving guest preferences.
High-speed internet access and in-room smart TVs have become the industry standard. This allows guests to seamlessly access their preferred streaming services, such as Netflix and Amazon Prime Video, directly on their hotel room televisions. Such familiarity and convenience enhance the guest experience by providing a comfortable way to unwind after travel or business activities. Implementing these fast-forward technologies has challenges, such as initial investment costs and staff training needs; however, the benefits are undeniable. The hospitality industry can create a more sustainable, efficient, and guest-centric future by embracing technological advancements.
ALEXANDER PONOMAREV, CEO of Syrve MENA STAN KLYUY, CCO of Tumodo
BOOSTING RESTAURANT PROFITS WITH TECH
BY NAJI HADDAD, VP - EMEA AT DELIVERECT
In today's competitive market, staying ahead of the curve is crucial. Employing essential cutting-edge technology is key for restaurants to thrive. Modern technology is transforming every facet of the restaurant business, from automating tasks with robotics to utilising software for inventory management and customer service. These solutions empower restaurants to operate more efficiently and profitably, reshaping the entire industry.
Nowadays, new restaurants, ghost kitchens, and virtual food brands are emerging at every corner, making our industry the most competitive it has ever been; using the right tech is the way to reduce financial waste and elevate financial efficiency in the coming years.
Consolidating Tech into a Comprehensive Solution
While tech integration is crucial, it shouldn't burden restaurants with excessive costs or complexity. Many restaurants make the mistake of overinvesting in new software and even hardware solutions without first analysing their needs, goals, and focus areas.
For example, one of the major focus areas for any growthoriented restaurant would be to consolidate its tech and use a solution to seamlessly aggregate online orders, manage menus, track data, and reduce redundancy across your Point-of-Sale (POS) system. This streamlines workflows and provides a unified overview of all incoming orders, especially for restaurants with multiple sales channels.
“IMPLEMENTING PREDICTIVE ANALYTICS AND MACHINE LEARNING ALGORITHMS CAN FURTHER ENHANCE ORDER ACCURACY AND REDUCE THE RISK OF ERRORS."
and ensuring orders are fulfilled accurately and on time.
By leveraging technology to streamline order processing, track inventory in real time, and minimise manual errors, restaurants can protect their revenue by avoiding costly mistakes that lead to dissatisfied customers and lost sales opportunities.
Moreover, implementing predictive analytics and machine learning algorithms can further enhance order accuracy and reduce the risk of errors, contributing to improved revenue protection and customer experience.
Financial Tracking: A Cornerstone for Success
Effective financial management is paramount. Beyond tracking revenue and sales, restaurants require meticulous expense management and year-round financial analysis.
Financial monitoring and meticulous analysis are the foundational pillars of datadriven decision-making in this business, giving you a competitive edge. It all starts with the right accounting software that will provide you with a comprehensive overview of your accounts receivable and accounts payable, along with detailed reports.
This software should provide comprehensive overviews of accounts receivable and payable and detailed, granular reports –both at the micro and macro levels – to identify seasonal and annual cash flow trends.
Using Technology to Optimise Labour Costs
ing levels without unnecessary overtime or understaffing situations. This not only improves operational efficiency but also enhances employee satisfaction and reduces turnover rates.
Investing in staff training on using these automated tools effectively can further maximise their impact on labour cost optimisation and overall business performance.
Investing in the Future
The restaurant industry is becoming more competitive than ever, but that doesn’t mean that small businesses or up-andcoming brands can’t build long-term success and stability. However, by embracing technology for operational efficiency, cost optimisation, and strategic growth, restaurants of all sizes can thrive with this competitive edge in 2024 and beyond.
Always aim for a lean tech operation where you use only a handful of critical tools that provide as much value for money as possible.
Protection of Revenue: Reducing Failed Orders
One of the critical aspects of financial efficiency in restaurants is reducing failed orders. This not only affects revenue but also customer satisfaction and loyalty. Having a solution that seamlessly integrates all your equipment, from online ordering systems to kitchen appliances, helps in reducing errors
Everything is becoming more expensive. From logistics, food, packaging, equipment, and compliance to labour, training, and talent retention, restaurant owners are desperately seeking ways to cut their expenses. Task automation is key to optimising labour costs in restaurants. By automating repetitive tasks such as order processing, inventory management, and reporting, staff can focus on higher-value activities like customer service, menu innovation, and strategic planning.
Automated scheduling tools can also help in optimising labour allocation based on demand patterns, ensuring adequate staff-
SANJAY BHATIA, Managing Director, Alpen Capital (ME) Ltd.
GCC HOSPITALITY INDUSTRY TO WITNESS ROBUST GROWTH, FORECASTS ALPEN CAPITAL
Alpen Capital's latest report on the GCC Hospitality industry projects a robust compound annual Growth Rate (CAGR) of 7.5% from 2023 to 2028, highlighting the sector's dynamic growth potential. This comprehensive analysis delves into recent trends, growth drivers, and challenges while profiling key players in the region's hospitality landscape.
Post-COVID-19, the GCC hospitality sector is not just recovering; it's thriving, fuelled by economic resurgence and booming tourism. Governments across the region are reducing their reliance on hydrocarbon revenues, focusing on developing a sustainable and diverse economic landscape. This pivot is supported by significant investments in infrastructure, such as airport expansions and the construction of luxury hotels and resorts, aimed at bolstering the tourism sector. These efforts are complemented by promoting MICE (Meetings, Incentives, Conferences, and Exhibitions) and corporate tourism, set to draw record tourist numbers.
Digital transformation is at the heart of this growth, enabling operators to offer tailored services that enhance the guest experience and foster brand loyalty. This technological leap is not only elevating operational efficiency but is also setting new benchmarks in customer satisfaction.
There's a noticeable shift towards sustainable and responsible tourism, driven by global ecological awareness. The GCC hospitality sector is adapting to these changes by integrating green practices and promoting eco-friendly tourism. This shift is not only a response to consumer demand but also a strategic alignment with global sustainability goals. Moreover, the rise of cultural and, health and wellness tourism reflects changing consumer preferences and lifestyles. These new tourism segments are gaining popularity, indicating a broadening scope for the GCC's hospitality offerings. Despite market competition and geopolitical uncertainties, the sector remains resilient, continually enhancing visitor experiences through innovation.
"We expect to witness healthy domestic and cross-border M&A activity as the sector advances to GCCs and responds to the rising demand for accommodation and hospitality services," says Sanjay Bhatia, Managing Director, Alpen Capital (ME) Ltd.
According to Alpen Capital, the GCC hospitality sector's revenue is set to soar, reaching approximately US$ 48.1 billion by 2028. This growth is uniformly supported by all GCC countries, with Saudi Arabia and the UAE making significant strides thanks to numerous government-led initiatives and modernised infrastructure. Qatar, Kuwait, Oman, and Bahrain are also expected to see high growth rates, propelled by specific regional developments and investments.
The sector's key performance indicators—Occupancy Rate, Average Daily Rate (ADR), and Revenue Per Available Room (RevPAR)—are expected to improve significantly. Increased tourist arrivals and a host of mega MICE and sporting events in the region will drive this enhancement. Such activities promise substantial economic benefits and reinforce the GCC's position as a global tourism hub.
The GCC hospitality sector faces global economic uncertainties and a skilled workforce shortage. However, it continues to innovate and adapt, leveraging digital tools and sustainable practices to meet the evolving demands of global travellers. The ongoing investment in transport infrastructure, including new airports and rail networks, will further boost the sector, enhancing connectivity and accessibility.
Alpen Capital's report paints a promising picture of the GCC hospitality sector's future. With a strategic focus on innovation, sustainability, and cultural enrichment, the industry is well-positioned to capitalise on the growing global travel and tourism market, ensuring its resilience and continued success in the face of emerging challenges and opportunities.
