HOTEL & CATERING NEWS MIDDLE EAST JUNE 2024 ISSUE

NEWS Middle East

GROUNDED IN SUSTAINABILITY

TURNING ORGANIC WASTE INTO OPPORTUNITY

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

20 ENTERTAINMENT NEWS

MIAMI’S FINEST IN DUBAI

Will Smith and Martin Lawrence Attend Bad Boys: Ride Or Die World Premiere in Dubai

22 F&B FOCUS

NAVIGATING THE COFFEE LANDSCAPE IN THE UAE

GROUNDED IN SUSTAINABILITY

UNDERSTANDING THE WASTE LAB'S APPROACH TO FOOD WASTE

Overcoming Saturation, Quality Challenges, and Market Navigation

24 SUSTAINABILITY

BALANCING THE DEMAND

For convenience and the need for sustainable practices

26 GM FOCUS

MAINTAINING THE TOP SPOT

Andrea Strim, the General Manager at Grand Millennium Business Bay, has cultivated a career in the hospitality industry that spans over thirty years

30 WHO’S COOKING

SWEET INVENTIONS

An interview with Chef Nicolas Lambert

34 CAIRO FOOD WEEK

THE WORLD’S BEST CHEFS HEAD TO CAIRO FOOD WEEK

20 international and regional culinary stars are set to take the Egyptian capital by storm

42 THE BUSINESS OF WELLNESS RETREATS

A FEAST FOR THE SENSES

Six Senses unveils retreat and festival programs located around the world, running from now until November 2024

48 MOVERS & SHAKERS

TECH, TALENT, AND SUSTAINABLE INITIATIVES

Hospitality industry hears how government policy is key for a better tomorrow

50 THE EXPERIENCED THE LANGHAM WAY

A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group comprises a family of distinctive brands including The Langham Hotels and Resorts, Cordis Hotels, Eaton, and Ying’nFlo

54 TRAVEL & TOURISM

MOST POPULAR SUMMER DESTINATIONS FOR GCC TRAVELLERS

Wego Announces the top summer destinations for GCC travellers this Eid al Adha

56 POINT OF VIEW

HUMAN TOUCH IS THE NEW LUXURY

Where’s the industry going? What’s going to happen in the next five years?

58 IN THE MIX

SPECIAL BAR TAKEOVER

The Abu Dhabi EDITION announces an exclusive evening at the Library Bar with Shingo Gokan, the celebrated founder of SG Group and a titan in the mixology sphere

Travel with dairy cream to Saudi Arabia

If the rich, comforting taste of French dairy cream evokes a particular scene, it is surely the green pastures of Northern Europe, especially France.

So, what happens when that familiar flavour is introduced to another?

Used widely in cooking, cream absorbs the distinctive essences of spices, flowers, plants, and herbs from diverse cultures and cuisines.

Acting as a globe-trotter on the palate, it takes us from the rolling fields of rural France to multiple destinations such as the Middle East’s rising star: Saudi Arabia.

The contemporary state of Saudi Arabia was built over thousands of years of desert hospitality, and even in the big modern cities a visitor may still receive the kind of lavish welcome that was once extended to weary travellers by Bedouin nomads. Coffee is key to that tradition. Ideally, it is scented with cardamom. The resulting aromatic brew is celebrated in the traditional poetry of the region, while dates are usually served as a sweet complement and contrast.

Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or FranceAgrimer. Neither the European Union nor the granting authority can be held responsible for them.

Prep time: 15 minutes

Cook time: 15 minutes

Serves: 4

375ml French dairy cream

3 dates, pitted

2 tbsp water

2 tbsp cornflour

3 tbsp brown sugar

125ml strong Arabic coffee ½ tsp ground cardamom

To serve

250ml cream

50g pomegranate rubies

50g pistachio slivers

1 Place the dates in a blender with the water and blend to a smooth paste. In a saucepan, combine the date paste, cream, cornflour, sugar, Arabic coffee and ground cardamom. Whisk everything together until the mixture is smooth and well combined. 2 Place the saucepan over medium heat and continue whisking constantly to prevent any lumps from forming. Cook the mixture, stirring continuously, until it thickens and reaches a custard-like consistency. This should take about 10-15 minutes. 3 Once the mixture has thickened, remove it from the heat and let it cool slightly. 4 Pour the mixture into individual serving bowls or cups. Let them cool at room temperature for a while, then cover and refrigerate for at least 2 hours or until set. 5 When ready to serve, whip the cream to soft peaks and place a dollop on top of the Muhallebi, garnish with pomegranate rubies and pistachio slivers. 6 Enjoy the Arabic Coffee Muhallebi chilled as a delicious and creamy dessert.

Note: You can adjust the sweetness according to your preference by adding more or less sugar. Additionally, if you prefer a smoother texture, you can strain the mixture before pouring it into serving bowls.

Arabic Coffee Muhallebi

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

Images used in Hotel & Catering News ME are credited when necessary. Attributed use of copyrighted images with permission.

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Stars, Spices, & Strategy

May was a blast. It was a series of high-profile events, meeting superstars and notable personalities in the industry. The highlight of the month was the "Bad Boys: Ride Or Die" World Premiere in Dubai. This star-studded event saw the likes of Will Smith and Martin Lawrence light up the CocaCola Arena, thrilling fans and industry stakeholders. Their presence in Dubai underscored the city's growing prominence as a global entertainment hub, a testament to this larger-thanlife hospitality sector.

Simultaneously, we witnessed the success of the Arabian Travel Market (ATM) conference. An event that continues to be a pivotal platform for networking, showcasing the latest trends, and forging key partnerships across the travel and tourism industry.

I also had the opportunity to engage in a productive workshop with the fantastic team at IHG. It was an intimate session that was very informative. It brought together creative minds to discuss and brainstorm new ideas and new ways of working together.

My adventures continued to the St.

Regis Abu Dhabi for the exclusive Helipad Pop-up event. This experience combined luxury with breathtaking views, adding to the UAE’s unique dining experiences in the sky. The excitement continued at the extraordinary Atlantis The Royal which provided the perfect escape from the ordinary.

Some culinary highlights were my visit to the newly opened DuangDy, where we indulged in dishes that were as spicy as they were delicious. And a casual evening at Luigia with colleagues from Rixos Premium allowed us to enjoy some of the best pizza in the city, reminding us of the simple pleasures that great food and good company can bring.

I had the pleasure of meeting Rotana's new CEO, whose personality is shaking things up and adding a fun and promising future with fellow COO, Eddy Tannous.

In this issue, we focus on food waste, which isn't pretty or glamorous but incredibly important. We met with the founders of The Waste Lab to understand how they help empower the hospitality industry to turn their waste into opportunity in hopes that it will allow more users to join the movement. We speak to the GM of Grand Millennium Business Bay, find out how to overcome the oversaturated coffee market in the region from RAW Coffee Company, see what Nicolas Lambert is cooking, and so much more.

I hope you enjoy this issue. I look forward to sharing even more great stories in the next one.

SEYMONE L MOODLEY EDITOR-IN-CHIEF seymone@bncpublishing.net

Seymone Leigh Moodley seymonemoodley

Radisson Hotel Group is thrilled to announce the signing of Radisson Collection Residence, Riyadh set to open by the end of 2024. This luxury property becomes the third Radisson Collection brand in the Kingdom of

RADISSON

HOTEL GROUP, IN PARTNERSHIP WITH ZAMIL GROUP, BROADENS ITS LUXURY PORTFOLIO WITH THE SIGNING OF THE RADISSON COLLECTION RESIDENCE, RIYADH

Saudi Arabia, joining an elite line-up of bespoke and exceptional properties including Mansard Riyadh, A Radisson Collection Hotel and Nofa Riyadh, A Radisson Collection Resort.

SPINNEYS LAUNCHES FIRST-EVER FOOD HALL CONCEPT,

“THE

KITCHEN BY SPINNEYS”

Spinneys, the UAE’s leading premium fresh food retailer, announces the launch of The Kitchen by Spinneys, its first-ever standalone food hall concept, with the first location now open in Dubai Mall. The Kitchen by Spinneys is a standalone dine-in format offering high-quality, healthy, ready-made food, focussed on the customer shopping missions of “food for now” and “food for later”, based on internationally successful concepts from the US to Europe and Asia Pacific. The new format will leverage the high-growth market opportunity in the UAE’s foodservice sector, projected to grow at a compound annual growth rate of 6.8% from 2022 to 2028. The Kitchen by Spinneys’ second location is scheduled to open in Dubai’s Creek Harbour in the second half of 2024, with as many as 15 locations planned to open in the UAE by 2028.

OPENINGS & LAUNCHES

FIVE GUYS TO LAND SOON AT DXB WITH FIRST INTERNATIONAL AIRPORT STORE

Five Guys, the UAE’s favourite burger brand will be landing at a new location soon, with its first ever airport branch outside of the US at Terminal 3 – Concourse B in Dubai International (DXB).

Set to open next month, the 15th Five Guys branch in the UAE will span across 6,200 square feet and will be the largest location in the country, offering travellers a chance to unwind and refuel with their favourite burgers, fries and milkshakes before hopping on their outgoing and transit flights.

SOFITEL AL HAMRA BEACH RESORT IS OPENING ITS DOORS IN MAY ON THE SHORES OF RAS AL KHAIMAH

Sofitel Al Hamra Beach Resort, under the holding company Al Hamra Real Estate Development LLC, is poised to epitomise luxury on the shores of Ras Al Khaimah, as it will be officially opening its doors in May. Guests are invited to immerse

themselves in a realm where the enchanting rhythms of the Arabian Gulf seamlessly intertwine with the timeless sophistication of French Art De Vivre. Nestled within Al Hamara Village, elegantly lining the pristine coastline of Ras Al Khaimah, this unique 5-star destination promises a bespoke experience for the discerning traveller.

AMSA HOSPITALITY AND LUXURY HOTEL SCHOOL PARIS SIGN STRATEGIC PARTNERSHIP FOR HOSPITALITY TRAINING ACADEMY IN SAUDI ARABIA

Amsa Hospitality and Luxury Hotelschool Paris are proud to announce the signing of a strategic partnership for joint operations in the Kingdom of Saudi Arabia. This collaboration marks a significant step in elevating education within the hospitality sector.

Under the new agreement, Luxury Hotelschool Paris will partner with Amsa Hospitality to review and certify training materials and conduct a “train the trainer” program across the Kingdom. This initiative is open to the entire hospitality sector and all interested hoteliers, extending beyond those employed at Amsa Hospitality. Beneath the Surface: The Fight for Corals, aired on Discovery linear on Earth Day (22 April 2024) and revealed how RSG is putting environmental stewardship and regeneration at the heart of responsible development.

RAK Hospitality Holding (RAKHH) is pleased to announce the arrival of the Rixos Hotels into its portfolio. This marks a significant milestone in the brand’s expansion into the pristine shores of Ras Al Khaimah, effective July 1st, 2024. Embodying the essence of the Rixos brand, the new focus pillars will be on enhancing the exceptional food & beverage experiences, engaging kids & teens activities, vibrant live entertainment, exciting sports & activities, rejuvenating spa & wellness facilities, and seamless meetings & events services.

RAK HOSPITALITY HOLDING (RAKHH) WELCOMES RIXOS HOTELS INTO ITS PORTFOLIO

PARAMOUNT HOTEL DUBAI’S ‘WE CREATE DRAMA’ FILM FESTIVAL WRAPS UP WITH A CINEMA-PACKED EVENT

Paramount Hotel Dubai announced the grand finale of the “We Create Drama” Film Festival, an event that has captured the imagination of filmmakers and movie enthusiasts. This concluding celebration took place on Sunday, June 2nd, and invited everyone to join a series of engaging workshops and public screenings of the independently made films by the top nine finalists of the competition. The festival, created by Paramount Hotel Dubai in collaboration with Nikon Middle East and Africa, Grand Stores, Zhiyun, and Westford University, promises an insightful day filled with creativity, learning, and cinematic excellence.

FAIRMONT

HOTELS AND RESORTS REDEFINES CULINARY EXCELLENCE WITH THE APPOINTMENT OF LUIGI VESPERO AS CLUSTER DIRECTOR OF FOOD AND BEVERAGE EXPERIENCES

Fairmont Hotels and Resorts, renowned for its commitment to unparalleled hospitality, is pleased to introduce Luigi Vespero as the newly appointed Cluster Director of Food and Beverage,

signalling a significant addition to the hotels’ leadership team. In this role, he will oversee all aspects of the culinary operations across the distinguished properties of Fairmont Dubai Sheikh Zayed Road, Ajman, and Fujairah, leading the culinary teams in all of the hotels dining venues. In a career spanning 25 years in the hospitality industry, Luigi brings with him extensive experience in culinary management and a passion for delivering exceptional dining experiences.

MIAMI’S FINEST DUBAI IN

WILL SMITH AND MARTIN LAWRENCE ATTEND

BAD BOYS: RIDE OR DIE WORLD PREMIERE IN DUBAI

BY SEYMONE L MOODLEY

WITHOUT GIVING TOO MUCH AWAY, THE MOVIE IS FULL OF THRILLS, LAUGHS, HEARTFELT MOMENTS, A WEDDING, SHOOTOUTS, AND, OF COURSE, A RACE THROUGH THE HIGHWAY!

Last month, I was invited to the "Bad Boys: Ride Or Die" World Premiere in Dubai at the Coca-Cola Arena, powered by Roxy Cinemas. The arena buzzed with local and international celebrities, including the night's leading stars, Will Smith, Martin Lawrence, and Jada Pinkett Smith. We were among the lucky few handpicked to watch the latest edition in the series before its official worldwide release on the 6th of June. I believe many will relate when I say that "Bad Boys" isn't just a movie series; it's a culture. It's the ultimate action-comedy of our time, and Detective Mike Lowrey and Marcus Miles Burnett will forever be our favourite Bad Boys.

The premiere began with our phones being bagged and tagged while host Kris Fade introduced Moroccan-Belgian filmmakers Adil El Arbi and Bilall Fallah, who expressed excitement and gratitude. Not long after, in proper Bad Boy form, Will Smith and Martin Lawrence drove into the arena in a Porsche (just your average Wednesday evening in Dubai).

The chemistry between the two on and off-screen never gets old. They shared their love for Dubai, made a few classic Mike and Marcus jokes, and then we all sat together, popcorn in hand, and enjoyed the show. Without giving too much away, the movie is full of thrills, laughs, heartfelt moments, a wedding, shootouts, and, of course, a race through the highway! And while Will and Marcus will always be the original Bad Boys, the younger boys have certainly grown and showed up for this movie.

The movie recorded the highest-grossing opening weekend this year in the Middle East and earned $9.5 million in the region since its release, setting a new record for the Bad Boys franchise.

The actors have since been touring around Dubai and the rest of the world to promote the movie.

Navigating the in the UAE COFFEE LANDSCAPE

OVERCOMING SATURATION, QUALITY CHALLENGES, AND MARKET NAVIGATION

BY KIM THOMPSON, CO-OWNER & MANAGING DIRECTOR AT RAW COFFEE COMPANY

The coffee scene in the UAE is akin to a bustling metropolis teeming with opportunity and competition. However, beneath the surface of growth lies a landscape rife with challenges, from oversaturation to wavering quality standards. As we navigate these waters, it's crucial to confront these issues head-on while spotlighting the potential for success when businesses prioritise quality and innovation.

Market Dynamics: Addressing Oversaturation

In the UAE, the coffee industry reflects global expansion trends, yet the sheer abundance of coffee businesses outpaces the size of the consumer base. From roasters to cafes and everything in between, the market is saturated with players vying for attention. However, unlike larger markets, the UAE contends with unique hurdles such as limited access to trade finance, escalating shipping costs, and fierce competition within a smaller demographic pool.

The evolution of our market is marked by distinct "waves," signifying shifts in consumer behaviour and industry innovation. Yet, to ride these waves successfully requires more than mere trend-

chasing—it necessitates sustainable business models and a steadfast commitment to quality across the supply chain.

Quality Concerns & Consumer Trends

Amidst the race to capitalise on coffee culture, some businesses need to improve on quality, jeopardising customer satisfaction and loyalty. Neglecting sustainable practices not only undermines the integrity of the supply chain but also endangers the livelihoods of coffee farmers. Consumers demand authenticity, sustainability, and a genuine connection to their products in a saturated market.

Furthermore, a burgeoning demographic of discerning consumers, particularly young professionals, prioritising health, ethical sourcing, and environmental sustainability. They seek more than just a good cup of coffee; they crave meaningful experiences and valuedriven brands.

Navigating the Market: Strategies for Success

To thrive amidst saturation and quality challenges, coffee businesses must adopt strategic approaches rooted in adaptability, quality, and genuine connection.

> Embrace Local Adaptations: While global trends offer insights, success in the UAE market requires tailored approaches that align with local dynamics and preferences.

> Prioritise Quality over Profit: Investing in quality ingredients and craftsmanship fosters customer loyalty and sets businesses apart.

> Build Real Connections: Transparency, sustainability, and ethical practices resonate with socially conscious consumers, fostering trust and loyalty.

> Continuous Evolution: Stagnation is not an option in a rapidly evolving market. Businesses must stay ahead of trends, invest in staff training, and innovate to deliver unique experiences.

While challenges loom large, there are opportunities for businesses that prioritise sustainability, quality, and innovation. By embracing local adaptation, authenticity, and continuous evolution, coffee businesses can navigate the complexities of the market and emerge as industry leaders.

From Lee Safar - Map it Forward

"The coffee industry on a global level is experiencing what we at Map It Forward call a "Success Fallacy". Essentially because so many cafes and roasteries exist, anyone considering entering the market assumes profitability must be high because "how could so many people be wrong", right? Wrong. When you open a business in our industry without necessary industry awareness, you soon realise that you have added to this Success Fallacy. What I wish anyone thinking of entering the market knew ahead of time is that due to this saturation, cafes that are run well can expect somewhere in the range of 3-6% net profit, and roasters can expect 6-8% net profit. While gross profit runs between 60-70% of revenue, total OPEX typically runs at greater than 67% of revenue, with wages now over 40% and rent taking up 20-30% of revenue. This success fallacy, with the low entry barrier, an over-leveraged supply chain, and ongoing stress on consumers with the cost-of-living crisis, is making the current market situation untenable."

Some numbers to demonstrate saturation in Dubai:

> Population: 3.6 Million

> ourists: 17 million per year

F&B Businesses that Likely Serve Coffee in Dubai: 26,516

> Restaurants 13,009

> Coffee Shops 4,800

> Cafeteria's 3,014

> Catering Services 2,533

> Permanent food Kiosk 1,744

> Food Kiosk 1,415

(Note this does not include hotels)

Data analysed by Map It Forward (original source: dubaipulse.gov.ae Dec 25 2023).

While the Dubai coffee sector grapples with oversaturation and quality concerns, it also holds promise for those who dare to innovate and uphold the highest standards. Coffee businesses can carve out their niche in this dynamic market by forging genuine connections, prioritising sustainability, and embracing continuous evolution.

Balancing the demand for convenience and the NEED FOR SUSTAINABLE PRACTICES

BY LILY HOA NGUYEN, OWNER AND EXECUTIVE CHEF OF

In today's fast-paced world, the demand for convenient operation in the food and beverage (F&B) industry has never been higher since the food service operation needs to ensure customer satisfaction while maintaining quick and easy access. On the other hand, since negative news about the environment, such as climate change and natural resource shortages, can easily be spotted on mass communication channels, sustainability has become a hot topic in recent years. According to the report made by NielsenIQ, 78 percent of US consumers say a sustainable lifestyle is essential for them. The survey from McKinsey & Co. shows that 66% of all respondents consider sustainability when they make a purchase. Sustainable practice has become a must for F&B operations rather than the option, which creates a challenge for F&B

leaders to operate more sustainably while maintaining efficiency in their operations. These solutions below have been recognised as beneficial in helping F&B business maintain their convenience while executing sustainable practices.

Implementing responsible strategy

Practical implementation of sustainable strategies is where theory meets practice. Energy consumption is a significant expense in food and beverage operations; therefore, energy efficiency should be a priority. Investing in energy-efficient appliances, regularly checking the equipment to ensure it operates properly, monitoring energy usage to identify the source of energy wastage, and optimising the kitchen layout are the best energy-saving strategies.

VIETNAMESE FOODIES

Food waste is another critical issue within the food and beverage industry, with 38% of food prepared being wasted at the cost of 6 billion AED in the UAE in 2023. Food donation helps the business cut down on food waste and benefits the business's bottom line. Specifically, by giving out unused food, the food service operation can make room for fresh ingredients to maintain their products' quality and reduce the energy cost of storing unused ingredients. Moreover, the donation can build a positive brand image for the business, engaging them with their customer without spending too much on marketing.

Integrating innovation solutions

Technology can play an essential role in balancing convenience and sustainability in F&B operations; the business can use automation and intelligent technology to streamline operations, making the management more efficient and convenient while maintaining sustainable practices. For example, by applying Jolt, a smart restaurant software, into their operation, the F&B business can ensure that stock levels are optimised, minimising spoilage and overstocking since Jolt helps them to calculate the food level needed to be prepared based on the historical data. Moreover, due to its convenience, many F&B services use single-use plastic in their operations, creating a large amount of plastic waste in the environment. Recently, a wave has been of using biodegradable, compostable, or recyclable materials to produce eco-friendly single-use products such as paper cups, bamboo-craft meal boxes, or sugarcane straws. This trend allows F&B leaders to enhance their sustainable practices without sacrificing convenience. Moreover, the business can easily find those products from local suppliers to support their local community.

Collaborating with stakeholders

Sustainable practices cannot be implemented without collaboration with stakeholders. The F&B business should partner with suppliers who share a commitment to sustainability,

meaning their ingredients or materials are ethically sourced, and their supply chains are optimised to reduce their environmental footprint. Furthermore, they can find and compare prices between eco-friendly suppliers to find the lowest prices. Choosing between suppliers will create competition among them, which helps to lower the price further.

Since industry alliances are also beneficial, F&B leaders can seek help from their industry by joining industry talks related to sustainability, where top leaders in the F&B industry will share their sustainable practices. Such collaborations can create a pool of

resources for research and development and drive collective innovation, leading to breakthroughs in sustainable technologies while maintaining convenience that benefits the entire industry. Take the Sustainable Restaurant Association (SRA) as an example; they host conferences, trade shows, and summits to share about sustainable practices and work with businesses worldwide to create valuable resources that support sustainable development. By collaborating with organisations like SRA, F&B leaders can find a way to balance sustainability and convenience in their operations.

"SINCE INDUSTRY ALLIANCES ARE ALSO BENEFICIAL, F&B LEADERS CAN SEEK HELP FROM THEIR INDUSTRY BY JOINING INDUSTRY TALKS RELATED TO SUSTAINABILITY, WHERE TOP LEADERS IN THE F&B INDUSTRY WILL SHARE THEIR SUSTAINABLE PRACTICES."

LILY HOA NGUYEN, Owner and Executive Chef of Vietnamese Foodies

MAINTAINING THE TOP SPOT

ANDREA STRIM, General Manager, Grand Millennium Business Bay

Andrea Strim, the General Manager at Grand Millennium Business Bay, has cultivated a career in the hospitality industry that spans over thirty years. Originating from the Dolomites in Italy, Andrea embarked on his journey in hospitality at the tender age of 15, initially serving as a 'Garçon de Cuisine' while pursuing studies in hotel management. He quickly ascended the ranks within the kitchen brigade, eventually achieving the position of Executive Chef at Burj Al Arab. By 2012, Andrea had shifted from culinary operations to take on the role of Executive Assistant Manager of F&B at Jumeirah Emirates Towers in Dubai. His career trajectory continued to ascend as he embraced roles with increasing responsibility at Kempinski Hotels in Ghana and Dubai, as well as Emerald Palace Kempinski Dubai (now Raffles The Palm Dubai) and HODI Hotel Management in East Africa, where he held senior executive positions at multiple properties across different countries. In September 2021, Andrea took up the role of General Manager at Grand Millennium Business Bay.

His strategic vision focuses on delivering exceptional hospitality experiences that go beyond conventional norms and challenge the usual standards. Leveraging his extensive background in operations and F&B, Andrea exhibits meticulous attention

to detail while advocating for change and broadening his knowledge in revenue management, business strategy, and talent development, thereby ensuring a holistic grasp of the industry's nuances.

Andrea is celebrated for his leadership prowess and his proven ability to elevate luxury brands. His track record is marked by consistently achieving high growth and maintaining superior service standards in luxury hotels and resorts.

Throughout his career, Andrea has fervently supported fostering a community and guest-oriented culture. His profound industry insight and commitment to prioritising hospitality over routine procedures have enchanted guests and cultivated their loyalty.

Under his leadership, Grand Millennium Business Bay has reached new heights of success, securing its place as a critical contender in the affordable luxury market. The hotel has earned several esteemed awards, reflecting its stellar performance, achieving the highest Average Daily Rate (ADR) and profitability since its inception.

At the 2023 World Luxury Hotel Awards in Athens, Greece, Grand Millennium Business Bay was awarded the title of "Best Luxury Boutique Hotel" in the United Arab Emirates. This accolade is celebrated as the pinnacle of success in the luxury hotel sector, recognising establishments that consistently deliver superior experiences and adhere to the utmost standards of luxury. Additionally, in 2023, the hotel was distinguished with TripAdvisor's "Best of the Best" award as the No. 3 Luxury Hotel in the Middle East and has maintained the No. 1 position in TripAdvisor's Traveling Ranking for Dubai since October 2022. We recently discussed how he and his team sustain this leading position with Andrea.

Measuring guest satisfaction

In every business, including hotels, guest satisfaction is of paramount importance. We employ multiple strategies to measure and enhance their experience. Post-stay surveys allow us to gather comprehensive feedback directly from our guests, and in-person feedback enables us to thoroughly understand their needs and preferences and tailor bespoke experiences for future stays. Our team monitors online review platforms and social media channels to stay attuned to real-time guest sentiments. Additionally, our dedicated guest experience team maintains proactive communication with guests before arrival, throughout their stay, and post-departure to address every aspect of their experience promptly.

While these practices may not be unique, we believe in genuine care and dedication. We continually assess and elevate guest satisfaction by employing these measures to deliver a truly exceptional experience. Over the past 30 months, we have observed an improvement in guest satisfaction, maintaining a remarkable Net Promoter Score of 78. Our reputation across various channels has increased, as evidenced by recognition from several international hotel awards. Furthermore, we have consistently held the number 1 position in Dubai on TripAdvisor for over 500 days. Criteria are measured across different channels and continue to grow, consolidating our property's position in the highly competitive Dubai market filling us with pride.

We prefer to work silently behind the scenes and let the results speak for themselves. You need to create some magic every day and every moment to impress guests who choose to stay with you or visit one of the F&B venues. Once you can,

keep them happy, as happiness is one of the most common medicines in this world. When guests feel cared for and appreciated, it enhances their satisfaction and contributes to a positive and joyful experience.

A guest-centric culture

At our hotel, we embody a guest-centric culture around genuine bespoke hospitality, a commitment to service excellence, and embracing mastery in the art of welcoming. We believe in surpassing basic procedures and adding more creativity and improvisation into every interaction to create truly memorable experiences. Leaders play a crucial role as role models in establishing a guest-centric culture. Leadership commitment is key; they must lead by example, prioritising guest satisfaction as a fundamental value while ensuring the team is fully involved and well taken care of. Through dedication to providing exceptional and diverse experiences, leaders set the right tone and inspire colleagues to do the same.

To cultivate this mindset among our team, we prioritize fostering a culture of service excellence. Our colleagues are encouraged to cultivate empathy and anticipate guest needs, adding creativity and embracing improvisation—a must—to exceed their expectations. Going above and beyond is no longer sufficient in the highly competitive market of Dubai; one must develop a sense of belonging and feel naturally part of the journey.

We capitalise on feedback, viewing guest insights as opportunities for improvement rather than shortcomings. We work in hospitality, one of the most beautiful and rewarding industries, where we have the responsibility every day, through small or large touchpoints, to bring happiness to people. On many occasions, taking a step back and reverting to the basic rules of hospitality can be a valuable tool for making two steps forward.

Competitive edge

Our competitive advantage lies in our unwavering dedication to our colleagues' well-being, happiness, and growth. Continuously, we introduce new initiatives to enrich their experience and foster a fulfilling life within our organisation. Sometimes, we hit the mark, and other times, we refine our approach by actively listening to our colleagues, ensuring that every achievement, regardless of its scale, is authentically celebrated. This cultivates a culture of appreciation and motivation, creating a sense of unity akin to a large family embarking on a journey where challenges may arise, but the destination remains unwritten.

We invest in developing a culture where every team member feels a sense of belonging and happiness, ensuring that they are not only capable but also passionate about delivering exceptional service. Our ongoing efforts to create an environment conducive to their growth and active participation in the journey result in unforgettable experiences

“WE PREFER TO WORK SILENTLY BEHIND THE SCENES AND LET THE RESULTS SPEAK FOR THEMSELVES. YOU NEED TO CREATE SOME MAGIC EVERY DAY AND EVERY MOMENT TO IMPRESS GUESTS WHO CHOOSE TO STAY WITH YOU OR VISIT ONE OF THE F&B VENUES."

for our guests. This comprehensive approach distinguishes us and provides a clear competitive edge in the hospitality sector. Consistently embodying our values is essential; actions always speak louder than words.

Maintaining the top spot

I firmly believe and convey to the team that if you achieve something once, it may be attributed to luck; twice, luck may strike again, but accomplishing something three times consecutively or more signifies doing it right. This is the principle we applied to foster a guest-centric culture deep-rooted in every colleague at the hotel.

Regarding our TripAdvisor ranking, we deliberately delayed announcing our achievement as the top-ranked hotel in Dubai until several months had passed. We wanted to ensure that it wasn't merely luck but our dedication and hard work that secured such a milestone. Now, with over 500 consecutive days as the leading hotel on TripAdvisor, our team tirelessly endeavours to transform our guests into enthusiastic ambassadors who feel at home during their visit or stay.

Reaching a milestone is just the beginning; the real challenge lies in maintaining it and continually striving for service excellence daily. This dedication becomes ingrained in our culture and mindset. There are no shortcuts or secret formulas; success comes from getting it right, seizing opportunities for improvement, acknowledging and learning from mistakes, and innovating while remaining true to the fundamental principles of hospitality. Make people happy.

Andrea ends with a quote from author Allan Rufus: “Life is like a game of chess. To win, you have to make a move. Knowing which move to make comes with insight and knowledge and learning the lessons accumulated along the way. We become every piece within the game called Life.”

Thehoteliscurrentlyundergoingarebrandingprocesstobecome theRenaissanceBusinessBayHotelinDubai.

NICOLAS LAMBERT, Senior Executive Pastry Chef, Four Seasons Resort, Jumeirah Beach and Four Seasons Hotel, Dubai International Financial Centre

SWEET INVENTIONS

AN INTERVIEW WITH CHEF NICOLAS LAMBERT

Nicolas Lambert is an internationally acclaimed and award-winning pastry chef born into a family of French bakers and pastry chefs and raised in the village of Epinal in northern France. His culinary journey began at the age of two in his parents' bakery, which served as his playground and his first introduction to baking, sparking his ambition to forge a career in pastry. By age 15, Lambert was apprenticing under Philippe Torti at Pâtisserie du Musée in Epinal while earning three culinary diplomas. He pursued his dream of becoming a pâtissier, refining his skills in patisseries across Paris, Nancy, Lyon, and Cannes. He focused on mastering every facet of pastry making and overseeing large-scale production without compromising quality. In 2010, Lambert won his first pastry competition,

Under the guidance of pioneering Master Pâtissier Chef Sebastien Bouillet in Lyon, Chef Nicolas sharpened his skills and vision, capturing further prestigious awards.

becoming the youngest victor of the 'Festival National de Croquembouches'. Under the guidance of pioneering Master Pâtissier Chef Sebastien Bouillet in Lyon, Chef Nicolas sharpened his skills and vision, capturing further prestigious awards. Between 2011 and 2013 in Paris, he enhanced his pastry expertise at renowned venues like Plaza Athénée and under the mentorship of Christophe Michalak. Starting as a Demi Chef de Partie Patissier, he rapidly rose to Chef de Partie Patissier, notably winning the 13th Edition of the Trophee Pascal Caffet in 2012 with his exquisite chocolate bonbons.

Lambert then accepted the role of Pastry Chef at the Michelin-starred restaurant Caprice at the Four Seasons Hotel in Hong Kong. Here, he expanded his repertoire in pastry design and development and faced the challenge of mastering English.

During his tenure, the restaurant earned its third Michelin star, and Lambert was named 'Best Pastry Chef Hong Kong & Macau' by Tatler Magazine in 2016 and again in 2018. His profound influence on Hong Kong's culinary scene solidified his reputation, earning him the title of 'Asia's Best Pastry Chef 2018' from The World's 50 Best Restaurants.

In 2019, Lambert moved to the Four Seasons Hotel Lion Palace in St. Petersburg, Russia, immersing himself in the local culture and welcoming his first child. In 2021, he relocated to Dubai, taking on roles as Senior Executive Pastry Chef at the Four Seasons Resort at Jumeirah Beach and Four Seasons Hotel Dubai International Financial Centre. With over two decades in the industry and many international accolades, Chef Nicolas Lambert is a master of his craft; in this interview, he shares his philosophies with us.

The Concept

The new afternoon tea concept at Shai Salon in the Four Seasons Resort Dubai at Jumeirah Beach is uniquely designed to celebrate the abundance of local herbs available in Dubai. It elevates the tea experience by offering a delightful interplay of flavours in sweet and savoury offerings. Each item in the savoury and sweet selections features a distinctive herb, used just once to bring its unique flavour profile to the forefront.

Imagine biting into a delicate almond and blueberry lemon balm cookie. The nuttiness of almonds mingles with the sweet tartness of blueberries, all balanced by the subtle citrusy notes of lemon balm. It's like taking a stroll

through a sun-drenched orchard, each bite encapsulating the essence of a perfect summer day.

The pairing of kiwi and tarragon in another pastry offers a delightful fusion of vibrant tropical flavours and aromatic herbal notes. Each bite treats you to a burst of refreshing kiwi flavour complemented by the earthy, slightly peppery undertones of tarragon, akin to sipping a tropical cocktail infused with the sophistication of fresh herbs.

Another favourite is our new strawberry and basil creation. Imagine yourself in a vibrant garden where ripe strawberries blend with the aromatic sweetness of basil, creating a mix of fruity freshness and herbal sophistication reminiscent of summer picnics and berry-picking adventures.

In addition to the sweet and savoury offerings, we're also crafting a selection of teas to perfectly complement the herbal notes present in each, ensuring a truly summery and fulfilling afternoon tea experience at Shai Salon.

A New Kunafa Flavour

Our team has invested countless hours in perfecting the Kunafa's flavour profile, meticulously selecting the ideal complement to this beloved traditional dessert's decadent, creamy base. After extensive experimentation, we were captivated by the exquisite harmony achieved with Iran’s luscious, creamy caramelized pistachios. We are brimming with excitement to unveil this tantalizing creation at Shai Salon next month.

A Trio of Ice Cream Cups

Our ice cream cups are slated to debut in July, just in time for the scorching summer months in Dubai. Each cup is a masterpiece, starting with the sweet marriage of nougat glacé and seasonal berries, a symphony of creamy sweetness and tangy bursts of fruit. Next, experience the velvety richness of our 66% dark chocolate sourced from the esteemed Valrhona Chocolate in Madagascar. Crafted from rare cocoa beans, the Manjari variety delivers a tantalising bouquet of fresh acidity, sharpness, and delicate red fruit notes, perfectly complemented by the crunch of nuts. Lastly, prepare your palate for an exotic adventure with our

coconut mango lime creation, a fusion of refreshing tropical flavours that will transport you to sun-drenched shores with each luscious spoonful.

Team Collaboration

Over the past three years, I've had the privilege of building a tight-knit team, understanding that our craft demands not just skill but also dedication and a shared philosophy. With a diverse group of 24 individuals from 10 different nationalities, we bring a wealth of experiences and cultural backgrounds to the table. Recently, I've focused on fostering their creativity by entrusting them with flavour profiles and broad directives, like what geometric shape we should make our pastries. Together, we gather to brainstorm, and I often sketch ideas in my notebook to spark inspiration. It's a collaborative journey where everyone's input is valued and celebrated, leading to innovative culinary concepts that reflect our team's collective passion and expertise.

Challenges and Rewards

Unlike places with dramatic seasonal shifts, such as Hong Kong and Russia, the region’s consistent climate poses sourcing challenges for seasonal ingredients. However, this challenge has spurred a wave of innovation and collaboration within the culinary community. Local suppliers are stepping up to the plate, delivering seasonal treasures more frequently and with higher quality. Navigating the intrica-

cies of incorporating seasonal elements demands patience and persistence, but the rewards are immeasurable. It's a journey that keeps us inspired, constantly seeking new ways to celebrate the beauty of each season and elevate the dining experience for our guests.

A Sensory Journey for Diners

This meticulous process hinges on a tight-knit connection between the kitchen and the pastry department. It's crucial that the pastry offerings complement the overall dining experience, aligning with the flavours and textures of the main dishes. For instance, if the main course is rich and hearty, the dessert should provide a refreshing contrast with its lightness. Recognizing that dessert is often the culminating moment of the dining experience allows us to ensure it exceeds guests' expectations every time.

The Importance of Presentation

While I recognise the importance of visually appealing desserts, I'm cautious not to prioritize aesthetics over taste. Striking the balance between creating visually stunning and delicious desserts requires extensive experience and dedication, and it's a balance we continually strive to achieve at Four Seasons Hotels Dubai. Ultimately, our goal is to deliver desserts that not only look beautiful but also delight the palate with their exceptional flavour profiles and textures.

The Future of Dining Experiences

The healthy competition within the culinary scene continuously pushes us to elevate our standards, and the influx of new chefs to the region is raising the bar, benefiting not only our establishments but the entire food industry in Dubai. As standards rise, suppliers introduce new products, and talented staff are attracted to relocate, collectively contributing to Dubai's emergence as a prominent foodie destination on the global stage. Personally, I can't wait to see what's in store for us as Dubai's culinary landscape continues to evolve and thrive.

THE WORLD’S BEST CHEFS HEAD TO CAIRO FOOD WEEK

20 INTERNATIONAL AND REGIONAL CULINARY

Back for a second year, Cairo Food Week took place across the city from 9 to 16 May, the event hosted a veritable who’s who of renowned chefs from across the globe for a week packed with more than 40 events including a series of collaborative dinners, immersive experiences and a conference programme featuring some of the brightest minds and talents in regional and international gastronomy.

Visiting chefs included culinary legends like Ana Roš (Hiša Franko), Virgilio Martinez (Central), José Avillez (Belcanto), Alvaro Clavijo (El Chato) and Jessica Rosval (Al Gatto Verde), as well as talents from MENA including Mohamad Orfali (Orfali Bros. Bistro), Grègoire Berger (Ossiano) and Himanshu Saini (Trèsind Studio).

In addition, Chef Massimo Bottura’s Francescana family returned to Cairo with more stories from chefs Jessica Rosval, Gucci Osteria’s Karime Lopez and Takahiko Kondo, and Riccardo Forapani of Ferrari’s Cavallino Maranello.

Flying the flag for the Egyptian culinary scene were chefs Mostafa Seif (Khufu’s), Martin Rodriguez (Izakaya) and Mirette Aly (The Lemon Tree) to name a few, along with the powerhouse restauranteurs Baky Hospitality, Pier88 Group and Sanctum Hospitality.

Back this year is Grègoire Berger of Ossiano at Atlantis The Palm that currently occupies third place on MENA’s 50 Best Restaurants list. He will take part in.

STARS ARE SET TO TAKE THE EGYPTIAN CAPITAL BY STORM BY CLAUDIA DE BRITO

Speaking about his upcoming participation, he said: “As Cairo Food Week returns for its second year, I'm excited to the opportunity to cook alongside extraordinary chefs and connect with top culinary inspirations. Egypt's vibrant culture and rich culinary heritage are deeply intertwined, creating a haven for gastronomic inspiration.

For this new edition and in collaboration with Avec Karim, I'm eager to create a menu that remains true to the essence of Ossiano while showcasing an exciting blend of flavours using locally sourced ingredients. I can't wait to witness this exceptional celebration of creativity and collaboration.”

Cairo Food Week also seeks to act as a platform for culinary creativity and cultural exchange. This year, thought-provoking dialogues centre upon protecting fragile culinary ecosystems, celebrating Arab heritage through food, and blending international techniques with local ingredients.

Having cooked last year with renowned Japanese chef Natsuko Shoji and 2022 of World 50 Best Restaurants’ Best Female Chef Award, Sahar Parham, who was named MENAs Best Pastry Chef in 2022, said: “Cairo Food Week hosts a lot of regional chefs from across the Middle East and North Africa. I really appreciate that they highlight chefs and restaurants from Cairo. We have the talent here in the region and it’s time to showcase it.

“It’s also a great opportunity to invite chefs from all around the world to see what’s happening here and experience food from different chefs within the region. It’s a glimpse into the kind of food that we’re cooking and the culinary DNA that we’re building.”

Trèsind Studio’s Himanshu Saini once again closed the festival, this time alongside legenday Portuguese chef José Avillez. Currently second on MENA’s 50 Best Restaurants list, the Dubai-based chef is known for his modern interpretation of Indian cuisine across its distinct regions.

He spoke about his participation this year, saying: “It was a great experience to cook

at Cairo Food Week last year. It was a special evening because we did the closing dinner at the pyramids, and it was such a beautiful setting.

“It's great to see regional cuisine being highlighted and to see international names with talent from the MENA region being celebrated side by side.”

On 10 May, the Grand Egyptian Museum hosted chef Virgilio Martinez of the World’s

Number 1 restaurant in 2023 - Central, for a panel discussion and exhibition about the importance of documenting and preserving culture through art and gastronomy.

Meanwhile, on 11 May, the Downtown Cairo district hosted the ‘When We Eat Downtown Market’ – revealing the trends and initiatives shaping the future of gastronomy through street food walks, film screenings and a series of talks.

GROUNDED IN SUSTAINABILITY

UNDERSTANDING THE WASTE LAB'S APPROACH TO FOOD WASTE

BY SEYMONE L. MOODLEY

The Waste Lab, founded by the passionate duo Lara Hussein and Ceylan Uren, is not just an enterprise—it's a crusade against food waste, driven by a mission to transform what was once considered waste into a precious resource. Lara and Ceylan, who care about sustainable practices, identified a critical gap in the market: the vast amounts of food waste generated by the hospitality sector. With this in mind, they launched The Waste Lab to challenge and change the traditional narrative around food scraps.

The Waste Lab operates on a simple yet profound premise: every food scrap holds potential. As a women-owned, impact-driven startup, it targets the heart of urban waste issues by providing innovative solutions tailored to the needs of individual businesses and the wider community.

Their mission is to empower every restaurant, hotel, and cafe to turn their organic waste into an opportunity. Educating and equipping these establishments with the tools and knowledge needed for effective waste sorting at the source, The Waste Lab ensures that food scraps are not merely discarded but used to create nutrient-rich compost.

Under Lara and Ceylan's leadership, The Waste Lab has become more than just a waste management company. It is a movement promoting a sustainable cycle that benefits soil, farms, and tables across Dubai. Their vision extends beyond waste reduction, aiming to foster a community that embraces eco-friendly practices as a norm, not an exception. By offering practical, customised solutions that reward

green behaviour, The Waste Lab is making sustainability accessible and advantageous for businesses. Their efforts help significantly reduce the ecological footprint of participating entities, support local agriculture, and contribute to a greener economy.

The results of their endeavours are palpable. Restaurants and hotels that partner with The Waste Lab are not only witnessing a decrease in waste management costs but are also playing a pivotal role in a larger environmental initiative. The compost produced from their organic waste supports local farms, which in turn supply fresh, organic produce back to the hospitality industry, creating a fullcircle sustainable ecosystem.

Moreover, The Waste Lab's influence extends to creating local jobs in green technologies and waste management, providing new opportunities in an emerging sector.

For hospitality professionals, The Waste Lab's message is clear: sustainability is not just about conservation but innovation. Lara and Ceylan's work is a testament to the possibilities that emerge when we rethink our approach to what constitutes waste. As the hospitality industry grows,

LARA HUSSEIN, Co-founder and Soil Builder at The Waste Lab

especially in regions like Dubai, integrating practices like those pioneered by The Waste Lab could define the new standard of operational excellence and environmental stewardship.

As more establishments join this eco-friendly brigade, the hope is that this ripple will become a tidal wave of change, making sustainability a hallmark of the industry's future. Lara and Ceylan continue to push the boundaries, proving that with innovation and commitment, even the humblest scraps can be turned into the seeds of a greener tomorrow.

The problem

The Waste Lab aims to address the high rates of food waste in the UAE. A significant portion of imported food ends up in landfills, causing environmental degradation, economic loss, and

health issues. The Waste Lab focuses on transforming food scraps into compost, thus diverting waste from landfills and contributing to soil health and regenerative agriculture.

The call to act

Lara Hussein and Ceylan Üren were inspired by the realisation that food waste is not just "trash" but a resource rich in nutrients and life. They were driven to change the perception of organic waste and utilise it to regenerate soil health, support regenerative farming, enhance food security, and combat climate change.

The reality

In the UAE, per capita food waste is among the highest globally, with 1.8kg per capita per day. This waste largely ends up in landfills, constituting 55% biogenous material. The country's dependence on imported food, with 90% of consumed food being imported, compounds the environmental impact.

The process

1. Food waste segregation training at the source.

2. Providing segregation bins separating compostable materials (food scraps, food leftovers, compostable cutlery, and coffee grounds).

3. Collecting the segregated food waste from designated collection points of the related premises.

4. Transporting the food waste to The Waste Lab's control station for further sorting and performing a quality check

to remove contaminants, collecting data and providing feedback to the client.

5. Transferring the organic material to The Waste Lab farmland for naturebased composting.

6. Providing impact reporting and insights to the client on a regular basis to reduce food loss and waste from the source.

7. Giving back a compost share to the client for community engagement activities, growing urban gardens, and building awareness across its stakeholders.

The impact

In 2023, The Waste Lab collected approximately half a million kilograms of food waste, marking an 833% increase from the previous year. They worked with partners like Dubai Municipality, Expo City Dubai, Dubai World Trade Centre, COP28, Hilton, and Accor Hotels to enhance their food waste management processes and create high-quality compost used by local communities and farms.

Measuring the impact

The impact is measured through a digital dashboard for real-time data and impact reporting. Metrics include:

> Food waste collection data

> Compost production

> Climate-related indicators like landfill diversion and CO2 and methane emissions reductions

Raising awareness

The Waste Lab focuses on education and awareness, conducting workshops for various audiences, including schools and corporations. They partner with entities like Dubai Municipality to deliver workshops and build awareness about food waste management and composting.

Challenges

Challenges include changing organisations' mindsets about the importance of adopting a sustainable food waste management system that is nature-based and impact-driven. The Waste Lab addresses these through training, storytelling, transparency through data tracking, impact reporting and feedback, process optimisation, and engagement with local authorities.

Partnerships

The Waste Lab has partnered with Dubai Municipality, Expo City Dubai, DWTC, Hilton, COP28, Hilton Hotels, Accor Hotels, VOX Cinemas, and Coffee Planet. These partnerships have been instrumental in expanding its reach and validating its nature-based food waste management solutions.

CEYLAN UREN, Co-founder and Soil Builder at The Waste Lab

The

Aim

Based in Dubai, The Waste Lab plans to expand operations across the Emirates, starting with Abu Dhabi and Sharjah. It aims to tailor compost for specific crops, collaborate with local farms, and use their farmland for testing and education. The company recently opened a seed investment round to support expansion, purchase equipment to increase efficiency and production, grow its team, and develop an app for process automation and impact tracking.

A message about food wastage

Every piece of food wasted has a more significant impact than we realise—it's not just about the loss of food but also about environmental damage, resource squandering, and the missed opportunity to support our local ecosystem. We must take action to reduce our food waste footprint and adopt sustainable and regenerative practices to ensure a better future for our country and the planet.

Goals

> Divert food scraps and leftovers from landfills by collaborating with businesses (including hotels, restaurants, and food producers), events (such as Dubai World Trade Centre (DWTC) and Expo City Dubai), and communities.

> Produce compost from the collected food scraps and leftovers at the farm, currently located in Al Faqa’, using nature-based composting methods.

> Collaborate with local farms to utilise the produced compost for agricultural purposes.

> Align with the UAE’s Sustainability Goals to achieve zero landfill waste by 2050.

> Work in conjunction with the Ministry of Climate Change and Environment’s Ne’ma Pledge to reduce food loss and waste by 50% by 2030.

> Assist in the production of organic food locally.

CHALLENGES INCLUDE CHANGING ORGANISATIONS' MINDSETS ABOUT THE IMPORTANCE OF ADOPTING A SUSTAINABLE FOOD WASTE MANAGEMENT SYSTEM THAT IS NATURE-BASED AND IMPACT-DRIVEN.

A FEAST FOR THE SENSES

SIX SENSES UNVEILS RETREAT AND FESTIVAL PROGRAMS LOCATED AROUND THE WORLD, RUNNING FROM NOW UNTIL NOVEMBER 2024

A Booming Trend in the Hospitality Industry

In recent years, the concept of wellness retreats has not only taken the hospitality industry by storm but has become a definitive trend, reshaping the way people travel. The allure of these retreats, promising relaxation, rejuvenation, and a break from the frenetic pace of modern life, is drawing more travellers than ever before. This growing popularity is particularly pronounced in the Middle East, where both economic and cultural dynamics present unique opportunities for the region's hospitality sector.

The modern traveller is increasingly seeking more than just sightseeing or leisure activities. Today, there is a growing emphasis on health and wellness, which has been amplified by the global pandemic. People are more conscious of their mental and physical health and are turning to vacations that help them rejuvenate, detox, and disconnect from their everyday stresses. Wellness retreats offer a holistic experience that combines fitness, nutrition, spa treatments, and mindfulness practices, making them especially attractive.

For the hospitality industry, the rise in demand for wellness retreats translates into a lucrative business opportunity. According to the Global Wellness Institute, the wellness tourism sector is projected to grow faster than the general tourism industry, which signals robust potential for hotels, resorts, and other accommodations that can cater to this trend. Offering packages that include

yoga classes, meditation sessions, wellness workshops, and nutritional meals can set a hospitality business apart from its competitors and attract a niche but profitable market segment.

The Middle East, and particularly the GCC countries, stand to benefit significantly from the wellness retreat trend. With its opulent hotels, stunning

landscapes, and warm climates, the region is an ideal setting for high-end wellness retreats. Countries like the UAE and Saudi Arabia are already seeing an influx of investments in wellness-focused hospitality projects. The UAE's focus on becoming a hub for luxury tourism complements the wellness retreat model perfectly, blending the country's hospitality prowess with its serene landscapes and state-of-theart facilities.

GCC travellers, known for their penchant for luxury and exclusivity, find wellness retreats particularly appealing. These retreats offer a blend of traditional Middle Eastern hospitality with modern wellness practices. For GCC travellers, participating in wellness retreats within or close to their region reduces travel time and cultural barriers while providing a bespoke experience that caters to their preferences for privacy, family-oriented services, and halal food.

Moreover, the customisation aspect of wellness retreats means that they can be tailored to meet the specific health and wellness needs of GCC travellers. Whether it's offering female-only sessions, Arabic-speaking staff, or culturally relevant wellness activities, the retreats can be designed to make GCC travellers feel at home while providing a global standard of wellness care.

Six Senses known for its commitment to community, sustainability, emotional hospitality, wellness, and crafted experiences has unveiled its calendar of retreats and festivals for the second half of 2024. Led by world-class expert practitioners, guests are invited to explore what it means to be mentally, physically, spiritually and emotionally happy at different destinations around the world, so they leave in a better place than when they arrived.

Six Senses retreats artfully blend age-old traditions and approaches to spiritual and physical well-being with state-of-the-art smart technology to optimise the body’s natural processes and contemporary wellness practices inspired by ancient medicine. Tapping into the Friends of Six Senses network

of practitioners, retreats span a spectrum of disciplines and focus areas to foster a deeper level of personalised wellness. This is integrated with Eat With Six Senses and Sleep With Six Senses to support a holistic approach to all round well-being.

Six Senses is part of IHG’s fast-growing Luxury & Lifestyle portfolio –now the second largest in the world. Six Senses retreats demonstrate one expression of its extraordinary wellness experiences, hosted in its properties that live in harmony with local communities and ecosystems.

The retreats include:

Echoes of the Mystic - A Kabir Musical Retreat by Vipul Rikhi

Where: Six Senses Vana

When: June 17 to 22, 2024

Celebrate the transformative power of music and poetry at this unique musical retreat at Six Senses Vana, India, homering the revered mystic poet Kabir. This immersive experience delves into Kabir's profound vision and philosophy, offering participants a deeper understanding of themselves and their spiritual path. This journey of self-discovery includes five captivating sessions, each meticulously crafted to evoke contemplation, reflection, and a deeper connection with the inner self. Join an unforgettable experience that will leave guests feeling inspired, renewed, and with a deeper understanding of their own authentic self.

Hardwiring Happiness and Longevity

with Dr. Shauna Shapiro

Where: Six Senses Crans-Montana

When: August 29 to 31, 2024

Led by renowned expert, Dr. Shauna Shapiro, this groundbreaking retreat is designed for health optimisation incorporating cutting-edge (biohacking) technologies and powerful mindfulness practice. The retreat weaves together the latest advancements in science with ancient wisdom to pave the way for a happier, healthier, and more fulfilling life.

Power

and

Pleasure

with Anja Akaya Amelung

Where: Six Senses Ibiza

When: 29 September to 2 October, 2024

This dedicated women's retreat gives an opportunity to focus on personal healing, power, and wholeness. The three-day retreat takes guests on a journey to redefine their relationship with pleasure, power, and their own body through expert-led sessions, that dive deep into healing practices, embrace femininity, and unlock the secrets of pleasure. Guests will engage in empowering conversations, fostering connections with like-minded women.

Grow a New Body with Dr. Alberto Villoldo

Where: Six Senses Kaplankaya

When: October 17 to 23, 2024

This retreat is designed for anyone over the age of 35 who wants to protect their mind and enhance their brain. The specialised diet and intravenous nutrients help guests remove toxins from every cell in their body, including the brain. Cuttingedge probiotics and neuro-nutrient supplements will get guests on the fast track to repairing the gut and helping maintain brain-friendly eating long after the retreat. With daily hikes and immersion in nature, yoga, oxygen altitude-training sessions, and IV drips, combined with detoxification and a phytonutrients-rich diet, guests will find their brain fog clears, sleep becomes sounder, skin tone improves, and energy levels increase.

Boundless Retreat with Ben Greenfield

Where: Six Senses Douro Valley

When: November 12 to 16, 2024

The Boundless Retreat at Six Senses Douro Valley welcomes like-minded people that share the same goals in life. The day begins with a healthy farmhouse breakfast followed by a morning session with Ben that will promote blissful energy. Activities such as yoga or Pilates sessions, a 60-minute spa treatment, access to the indoor pool and Vitality suite, yoga and meditation, fitness room, sound healing and more are available to all participants.

Alchemy Bar, Kokedama and Tile Painting workshops will add a creative and fun twist to the week. The meals are made with organic products grown in the resort’s organic garden or sourced locally. Our kitchen team will be ready to attend to any dietary specifications. A Q&A and singalong session with Ben will be a memory and a source of inspiration to take home.

Soul Shift: A Spiritual Immersion with Maureen Hancock

Where: Six Senses Douro Valley When: November 18 to 22, 2024

Join internationally acclaimed Spirit Medium Maureen Hancock for a life-changing, grief-soothing, transformational experience at Six Senses Douro Valley. Workshops will include movement through meditation, mediumship, intuitive exercises, and a toolbox of helpful practices to find joy through the grief process. Experience something truly transformative, spending quiet days of reflection to harness a magical energy to help process the past and feel more optimistic about the future.

From ancient Ayurvedic medicine at the foothills of the Himalayas to the serenity of sound healing in the Douro Valley and biohacking in the eternal city of Rome, the 2024 retreats programme is curated to reconnect guests with themselves, others, and the world around them.

Other upcoming retreats across the Six Senses portfolio also include:

Reconnect and Rejuvenate Wellness Retreat at Six Senses Ninh Van Bay, June 20 to 23, 2024

Journey to Profound Transformation with Marisa Peer at Six Senses Douro Valley, August 1 to 4, 2024

Sanctum Quest and Self-Discovery Retreat at Six Senses Crans-Montana, October 3 to 6, 2024

Clodagh McKenna Culinary Adventure at Six Senses Rome, November 2024 - coming soon.

TECH, TALENT, and Sustainable Initiatives

Hospitality industry hears how government policy is key for a better tomorrow

Middle East government policy and its pivotal role in the growth of tourism and hospitality sectors globally fell under the spotlight on the second day of The Hotel Show, the undisputed flagship event for the Middle East’s hospitality industry.

Running from 4-6 June at Dubai World Trade Centre and co-located alongside Workspace, INDEX, Leisure Show, and KIDSPACE, the longest-running hospitality trade show in the Middle East featured a host of Executive Think Tank Panels exploring a range of subjects, from brand storytelling to smart management systems via sustainability and nationalisation.

Speaking during the opening session of the Hospitality Leadership and F&B Forum, Nadeem Zaman, Group Chief Strategy Officer at Rua Al Madinah Holding in Saudi Arabia, explained his company, which is PIF-owned, has a mandate to build 47,000 keys over the next 10 years. The Kingdom as a whole expects to add around a quarter of a million keys by 2030, while the objective is for international tourism to triple from around 26 million to 75 million within that same period. Such goals are impossible without intricate collaboration between government and developers, be it in terms of legislation, policy, or even societal development in general.

“It’s all about understanding how we can align interests to make this a win-win situation for everyone,” said Zaman, whose company is partnering with local universities and vocational training hubs to help Saudi citizens earn qualifications and enter the hospitality industry. “Hilton, who we’ve also signed with, have as of today 55 per cent of their workforce Saudi nationals and the first female GM of Hilton was put into Makkah. Imagine that, even five years ago, that was never something that anyone could even contemplate, so it’s about keeping an open mind.”

Later that afternoon, the subject of government policy was raised again during a session on sustainability in hospitality. Highlighting last year’s COP 28 summit and the UAE Government’s engagement, John Timson, Accor’s Vice President for Sustainability and Safety – Premium across the Middle East, Africa and Pacific, said it proved hugely beneficial not just in terms of the initiatives it launched surrounding carbon footprints, but also “to have so many people from around the world coming into Dubai and telling us ‘you need to be more sustainable’ was really a push that helped us as a group to align our 78 hotels and understand that we’ve got to really make sure when we say we have done something, that it’s actually true.”

Timson added that when it comes to hotel companies looking to embrace or even start a sustainability initiative, they must not be scared to lean on the multinationals: “So this is completely the opposite to what you hear most hotel companies ever talk about, but sustainability is not a competitive edge – this is not something that we’re going to win and then

“THE

SCANNER EVALUATES POSTURE AND CIRCUMFERENCE, PROVIDING DETAILED INSIGHTS ALONG WITH ACCURATE BIOELECTRICAL IMPEDANCE ANALYSIS (BIA) RESULTS POWERED BY VISBODY.”

go: ’Ha! We did it, but you can’t.’ Go talk to the Hiltons, the IHGs, Accor because we’re really big and we’ve put a lot of resources into this. It's not a ‘we win, you lose’, but rather a ‘we all win’ or ‘we all lose’.

On the nearby HITEC Conference stage, with sessions focusing on advanced technology and innovation, a panel discussion on how tech can create unforgettable experiences, Rami Kumar, Cluster IT Manager at Fairmont Dubai, warned purpose must always be the decisive factor when it comes to adopting technology. From mobile check-in to VPNs, facial recognition payment systems to robot concierges, hotels must think very carefully about what their guests both want and need.

“I see some hotels providing robots to manage guest checkins, serve food, etc, but as a five-star hotel, you need to ask whether you need this as well or if it's better for guests to speak with someone and have a personalized experience,” said Kumar. “So, for me, technology should never be about simply implementing all the latest technology available. We have to see exactly what we need, what the guests will accept, what they want, and how it will improve their experience.”

Visionary tech is on display this week too at the co-located Leisure Show. Abu Dhabi-based Beauty Leaders has returned this year to showcase its latest innovation, the Visbody S30, a high-quality 3D intelligent body measurement device designed for medicine, fitness, nutrition, and beauty centres. The device can instantly create millimetre-accurate 3D models of a user’s body, giving them near-instant data and recommendations on how to improve posture and body composition.

Boriana Nikolova, key account manager at Beauty Leaders, explained that when using the device, a high-precision 3D avatar is generated by gently rotating its user 360 degrees.

“The scanner evaluates posture and circumference, providing detailed insights along with accurate Bioelectrical Impedance Analysis (BIA) results powered by Visbody,” she said, adding the technology has been designed for medical, fitness, nutrition, body aesthetics, and spa applications.

“Being reliable partners for resorts, hotels, and healthcare centres is essential to our business,” Nikolova added. “We believe Leisure Show is the perfect platform to introduce our products and showcase our new-to-the-market solutions to the region, especially as health and wellness tourism in the GCC is rapidly growing and attracting visitors worldwide.”

THE LANGHAM WAY

Awholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group comprises a family of distinctive brands including The Langham Hotels and Resorts, Cordis Hotels, Eaton, and Ying’nFlo. The group boasts over 30 projects either confirmed or in advanced stages of negotiation spanning Asia, Europe, North America, and the Middle East. The Group is named after the legendary Langham in London, which was widely recognised as Europe's first Grand Hotel. For more than 150 years, this flagship hotel has epitomised sophisticated and gracious hospitality—a philosophy that embodies elegance in design, innovation in hospitality, sincere service, and the captivation of the senses across all its properties.

Bob van den Oord has been the head of strategic growth and performance at Langham Hospitality Group for over two decades. He has enhanced the company's international presence, operational efficiencies, and guest experiences through innovative partnerships and digital advancements. His extensive tenure includes pivotal roles such as Chief Operating Officer and Senior Vice President of Sales and Marketing, where he spearheaded numerous organisational transformation initiatives and played a key role in shaping the direction of the group's renowned brands.

Before ascending to these corporate roles, Bob managed several prestigious properties within the group, including The Langham in London and Hong Kong and Eaton Hong Kong. His early career was marked by food and beverage directorships across various London hotels and a significant stint as Resident Manager at Le Meridien in Boston.

Bob's foundational expertise in hospitality management is backed by a degree in higher economic education from C.O.O.V.I., specialising in hotel management.

We caught up with Bob to hear his take on the evolving landscape of the hospitality industry and Langham's vision for the future.

The journey to CEO I began my career working in the kitchens of a small town in Belgium while attending catering college. Then, the allure of hotel management drew me to Brussels, where I immersed myself in studying the craft. This led to a transformative year-long internship spanning Europe and culminating in a role at the Four Seasons Hotel George V in Paris.

Eager to expand my horizons, I then ventured to London, where I held various food and beverage management roles, including a position with St George’s Hotel across the street from what is now The Langham, London—a property I often admired.

My journey then propelled me to the United States, where I played a foundational role in shaping what eventually became The Langham, Boston. This paved the way for a position at Langham Hospitality Group, where I’ve since worked across the company in corporate and property roles for over 20 years.

In 2020, I assumed the post of Chief Operating Officer, after which I was asked to step into a new position overseeing three regions and the group’s flagship property, The Langham, London, a long-held dream destination of mine. This pivotal posting proved the perfect stepping stone to the Chief Executive Officer role I took up in September last year.

Langham Hospitality Group's legacy

The Langham, London, built in 1865 as Europe’s first Grand Hotel, was very much ahead of its time. It was one of the first hotels anywhere with elevators and introduced an early form of air conditioning. This push to deliver the most cutting-edge and soughtafter offerings to our guests has stayed with us since.

As a case in point, our recently launched loyalty and experiences platform, Brilliant by Langham, was very much borne out of our desire to address the growing demand for more rewarding, personalised, and captivating hospitality encounters.

We never want to adapt to the point of losing sight of where we came from and who we are. Because in a world of ChatGPT and automation, people are increasingly looking for authenticity. This is where we excel.

We have four hotel brands within the group: The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton, and our latest brand, Ying’nFlo. Together, they offer enormous breadth in what we bring to market.

Among the brands, The Langham is the quintessential flagship, profoundly influencing the group’s identity. Rooted in the heritage of our London establishment since 1865, it embodies a distinctly British heart, evident in everything from our refined tea sets to our exclusive club lounges. However, the

essence of the group is very much enriched by our Chinese ownership, which infuses an unmistakable Asian soul into aspects such as our spa experiences and culinary delights. Moreover, with our extensive presence spanning four continents, we have embraced international benchmarks, cultivating what we proudly term a global mindset.

In addition to these elements, we have a distinct operating model. Unlike many groups, we own a fair number of our hotels— roughly 50 per cent. This gives us an edge when taking up hotel management contracts because it often takes an owner to know one.

The goal

In 2023, we achieved unprecedented profitability, setting the stage for ambitious growth as we work to expand our portfolio from 33 hotels to 100 by 2040. In pursuing this path, our foremost initiative will be enhancing the allure of our four hotel brands, ensuring they resonate deeply with guests and provide unforgettable experiences.

At the same time, we need to do more to capitalise on our culinary leadership, leveraging our seven Michelin stars, four Black Pearl Awards, and exceptional chefs like Michel Roux, Tom Aikens, and Masaharu Morimoto.

Moreover, I plan to enhance our commitment to sustainability through our EarthCheck certification programme, sustainable sourcing, and waste management efforts.

Of course, we'll also continue to make strides in digital innovation, utilising big data to enhance guest experiences with our new CRM, ERM, PMS, and POS systems.

Finally, we will, of course, ensure that our unique culture, embodied in The Langham Way, remains at the forefront, guiding everything from guest service to colleague support.

Langham's positioning in the Middle East

The Middle East hospitality industry is rapidly growing, particularly in the hotels segment. The region stands out for surpassing others in terms of new rooms and its significant growth rate over existing capacity. The increased appetite for branded resi-

dences is also noteworthy and something we’re looking at closely.

We see an opportunity to prioritise sustainability and community involvement to enhance the region's progress and ensure responsible and balanced development.

Langham Hospitality Group is strategically establishing its presence in the Middle East by developing The Langham, Diriyah in Saudi Arabia. Scheduled to open in 2026, this property will play a pivotal role within the Diriyah complex, a cultural and lifestyle destination just 15 minutes from downtown Riyadh. Boasting 200 luxurious rooms and suites, The Langham, Diriyah, will offer guests an immersive blend of Saudi heritage and contemporary luxury.

In addition to our Diriyah venture, we are actively exploring opportunities for expansion within the Kingdom, with potential consideration for The Langham and our art and wellness-led Cordis brand, as well as future representation in cities such as Jeddah and emerging high-end resort destinations.

We see promising prospects for The Langham brand in Oman, the UAE and North Africa, underscoring our commitment to cultivating a robust presence across the region.

Sustainability and CSR

In 2008, we embraced the concept of a triple bottom line focused on measuring our performance not only through profit but

also through our impact on people and the planet. This led to our global partnership with EarthCheck and the creation of our CONNECT programme.

EarthCheck facilitates independent third-party sustainability audits of our properties against recognised international standards. We have received certifications for 20 of our hotels so far, eight of which are Platinum certifications or above.

CONNECT, meanwhile, focuses on driving sustainability initiatives at the Langham Hospitality Group's corporate level. The program has four priorities—governance, environment, community, and colleagues—which together form a framework aimed at minimising our environmental footprint and constructively contributing to the communities where we operate.

Meeting changing demands

In response to the evolving landscape of experiential travel, Langham Hospitality Group has introduced Brilliant by Langham, our newly launched loyalty and experiences platform. Designed with the discerning traveller in mind, Brilliant is tailored to deliver more enriching, personalised, and immersive hospitality experiences.

Through this innovative platform, we offer guests immediate benefits, gain deeper insights into their preferences, reward their loyalty, and curate bespoke experiential offerings.

By leveraging technology and the latest insightgathering approaches, we have truly enhanced our ability to adapt to the dynamic needs of our guests, ensuring that every stay with us is not just memorable but truly exceptional.

Tech innovations

We are actively using big data technology to further our digital innovation, which aims to better serve our guests in a comprehensive and always-on way. Everything from our new CRM platform to our new ERM tools to our recently updated PMS and POS systems facilitates this.

Of course, there’s also Brilliant by Langham, which is essentially a technology platform. The primary impetus for it was the evolution we’re seeing in guest needs.

All the while, however, we still find ways to deliver the human touch that people yearn for more than ever—we still use service stylists, we still give in-person art tours, and we still serve afternoon tea in much the same way we’ve been doing since 1865.

Service Excellence

Our renowned service excellence is largely facilitated through our Quality League programme. It’s a multi-faceted system and toolkit based on Total Quality Management and Six Sigma principles to ensure we maintain and improve our ability to build great memories for our guests.

The programme uses a combination of checklists, protocols, best practice guidelines, spot checks, mystery guest audits, complaint handling procedures, and data analytics to deliver consistent quality levels and continually enhance quality.

We also have several guiding principles that support our pursuit of excellence more generally, including the Langham Way and our triplebottom-line approach to business performance.

The future of the industry

I look forward to the continued rise in demand for experiential travel and more authentic hospitality encounters. As guests seek meaningful experiences and connections with local culture, we have a significant opportunity to capitalise on these trends through our Brilliant platform and renowned guest servicing approach.

When considering which market is the most exciting right now, the Middle East stands out as the premier region for hospitality growth and innovation. Its robust development environment and pioneering hotel concepts offer unmatched opportunities for expansion. The region's commitment to pushing boundaries and embracing cutting-edge technologies further cements its status as a dynamic hub for new concepts.

MOST POPULAR SUMMER DESTINATIONS FOR GCC TRAVELLERS

Wego, the premier travel application and the largest online travel marketplace in the Middle East and North Africa (MENA) region, has recently unveiled the top summer destinations preferred by travellers from the Gulf Cooperation Council (GCC). As we approach the extended holiday season marked by Eid al Adha and the subsequent summer break, many GCC travellers are beginning to chart their plans.

In anticipation of these holidays, some individuals have already commenced their travel preparations, with a significant number electing to make their bookings one to two months before their travel dates, according to data gathered from last year's summer season by Wego. Indeed, up to 18% of MENA travellers scheduled their trips during this early window. Conversely, approximately 22% of travellers opted to make their arrangements a week before departure.

Daily increases in searches for Eid Adha and summer vacations have prompted Wego to focus on identifying the most in-demand international destinations for MENA travellers so far. The destinations that have emerged as top choices include Egypt, India, Saudi Arabia, Turkey, Thailand, Kuwait, Indonesia, the United Arab Emirates, the Philippines, and Jordan.

Moreover, Wego has observed a notable surge in summer airfares to nearly all these popular destinations compared to earlier this year. The average flight prices have substantially increased, with flights to Egypt now 42.72% more expensive, Jordan up by 64.08%, and India increased by 32.10%. However, despite these recent hikes, the average flight prices on Wego for the current period still reflect a decrease compared to last summer's rates. The year-over-year drop in average airfares to places like Saudi Arabia, Thailand, and the UAE varies, with reductions ranging from 18.36% to 27.63%.

Mamoun Hmedan, Chief Business Officer at Wego, commented on the findings: "This list of popular destinations showcases a mix of homecoming trips and leisure vacations for both citizens and the extensive expatriate community. Most of these countries also have the advantage of being visa-free for nationals from GCC countries, simplifying travel plans. Given the rise in airfares during the summer, planning and booking trips as early as possible is crucial to secure the best deals and avoid overpaying."

Expanding the scope to Europe, the United Kingdom, Germany, and Italy top Wego’s list for European summer destinations for MENA travellers. The enduring popularity of the UK, in particular, may be attributed to the introduction of the new ETA system, which facilitates hassle-free travel for GCC citizens, enhancing the appeal of the UK as a travel destination.

Bosphorus bridge and Ortakoy Mosque, Istanbul, Turkey.

HUMAN TOUCH

IS THE NEW LUXURY

BY MARTIN KUBLER, CHIEF

"Where’s the industry going? What’s going to happen in the next five years?" I get asked questions like this a lot and find that answering them isn’t always straightforward. The hospitality industry isn’t like any other; we have a lot of moving parts, and people play a key role both in front of and behind the scenes.

This might be why we haven’t yet seen headlines announcing that XYZ hospitality company has made X% of their workforce redundant and replaced them with AI. It’s simply not that easy. I asked AI what it thinks about the impact of AI on the hotel industry specifically, and even the AI could only come up with relatively mundane answers like “efficiency

increases,” “smarter rooms,” and “dynamic pricing.” It did mention, though, that “there’s a concern that AI might replace some hotel staff,” but went on to say that “the focus is likely to shift towards staff providing higher-level customer service and working alongside AI assistants.” The only other significant point it made was about “predictive maintenance,” which— not being an engineer—only vaguely excited me.

Given the speed at which technology and AI are developing, I suggest we agree on the answer to “Where’s the industry going?” being “I don’t really know”, whichever way you look at it and not just related to hospitality, humans are going to be the new luxury. My mum figured this out years ago. She refuses to order her groceries online and have them delivered, even though that means more trips to the store and carrying bulky items home. The reason? She wants to see and interact with “real people.” Fair point. In a world where the lines between “real” and “artificial” are increasingly blurred, realness becomes a selling point. Consumers are willing to pay for authenticity, be it with money or time. Do we really need every part of our lives to be totally efficient and automated? Probably not. Supermarkets, which in recent years invested heavily in self-checkout technology, are now doing an about-face and reintroducing staffed tills—not just for loss prevention reasons but because shoppers voted with their feet, and it turned out that a surprising number of them still prefer interacting with real people.

Forecasting the next five years is difficult but forecasting even further— given the impact of AI—is downright impossible. However, what is clear is that, at least in the next couple of years, there’ll be a growing movement of “AI Luddites”—consumers who simply prefer the real thing and who are willing to pay for it.

The solution? Invest in your people. Not just in the traditional sense with training and development, but with personality building. What do I mean by that? If you’re scrolling through Instagram, TikTok, or YouTube, you’ll see more and more content with AI-generated voiceovers. Listening

SLOTH AT THE GLUTTONOUS SLOTH, HORECA CONSULTING WITH ATTITUDE

to AI voices is, by and large, boring and eventually gets listeners to tune out. Your focus should be on getting your team members’ personalities to shine, so they don’t sound like an AI. This was an issue even before AI burst onto the scene, only then we called it robotic service.

Let’s also be clear, this isn’t just something for the luxury top-end of our industry, but for virtually every level and, yes, it’s likely to cause issues with your brand standards. Companies that insist every guest is greeted in the same manner and with the same words are going to encounter challenges. Going forward, brand

standards will hinge less on scripted actions and more on personality.

We’re at the cusp of really big changes, perhaps comparable to the invention of the Internet itself or the discovery of nuclear energy. Changes like this usually leave one set of people confused, skeptical, and a little fearful, while others are super excited. In this "in-between period," where different generations grapple with new technologies like AI, it makes sense to bring younger and older voices together to answer questions or decide on strategies. I don’t meet many people my age who use services like ChatGPT or Bard regularly, but virtually every young

person I talk to does. So, if you want to prepare for tomorrow’s guests without alienating today’s, it’s wise to bring together diverse voices. AI, much like the Internet overall and services like Alexa or Siri, is popular because it’s convenient, but it also means that things can quickly become a bit “samey.” “Same, same” doesn’t create ripples or excitement. “But different” does. Work on making your operations truly different, not just by embracing technology, but by focusing on personality, because in the future, personality and human touchpoints are what your guests will pay for."

SHINGO GOKAN, founder of SG Group

SPECIAL BAR TAKEOVER

The Abu Dhabi EDITION announces an exclusive evening at the Library Bar with Shingo Gokan, the celebrated founder of SG Group and a titan in the mixology sphere, on Friday, 28th June 2024. With a distinguished career that boasts a myriad of accolades and a unique blend of Japanese and American bartending techniques, Gokan is set to offer a memorable night of exquisite drinks and refined experiences.

The Library Bar at The Abu Dhabi EDITION, known for its elegant atmosphere and design inspired by language and literature, provides the perfect backdrop for this exclusive event. Its carefully crafted cocktail menu and exemplary service promise a night of innovative cocktails and enhanced experiences.

Shingo Gokan oversees seven acclaimed cocktail bars and restaurants across Tokyo, Okinawa, and Shanghai. His

ventures have collectively garnered the highest number of awards of any bar group in the history of The World’s and Asia’s Best Bars, achieving 49 accolades. Gokan has been a notable figure in the industry; he won the Bacardi Global Legacy Cocktail Competition in 2012 and was named International Bartender of the Year at Tales of the Cocktail in 2017.

Following the success of recent takeovers by Sips Barcelona—guided by mixology legend Simone Caporale—and Punch Room Barcelona from The Barcelona EDITION, Shingo Gokan is poised to uphold and extend the tradition of excellence and innovation at The Abu Dhabi EDITION. Expectations are high with the Library Bar’s history of delivering exceptional guest experiences and advancing the frontiers of mixology. However, Gokan’s collaboration is expected to surpass these expectations and deliver an evening of unmatched sophistication and flavour.