LEADERS
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
LEADERS IN HOSPITALITY KSA AWARDS 2024
HOTEL & CATERING IS THRILLED TO ANNOUNCE THE ESTEEMED LEADERS IN HOSPITALITY KSA AWARDS 2024 WINNERS
MEET THE MAN TEACHING ROBOTS TO COOK SAFELY
The Rise of Robotics and Automation in Middle East Hospitality
20 WHAT IT TAKES TO ASSEMBLE A WORLD-CLASS HOSPITALITY TEAM
Those of you who follow my social media accounts have likely noticed that I’m an avid traveler
22 A WEEKEND AT ANANTARA MINA AL ARAB RAS AL KHAIMAH RESORT
One of the many luxuries of living in the UAE is that you don't have to go far to find a slice of paradise
28 EMPOWERING THE NEXT GENERATION OF HOSPITALITY TALENT
In today's evolving business landscape, the hospitality industry stands at a crucial intersection of tradition and innovation
32 THE WORLD OF FINE SPIRITS
"Each cask tells a story, and I’ve always been drawn to the way Whisky reflects its environment, craft, and history."
56 GOODBYE, SOCIAL MEDIA
A couple of days ago, I made a long overdue decision, which may come as a surprise to a few people out there
58 INNOVATIVE MARKETING STRATEGIES FOR RESTAURANTS
With an influx of millions of visitors annually and a growing resident population, innovative marketing is key to standing out
SHAPING TOMORROW'S LEADERS Sunset Hospitality Group's "Rising Sunsetters" Program
Indulge in the flavours of fall with a comforting French cheese platter, that wraps you like a cozy sweater on a crisp evening. Try pairing a flavourful piece of Langres with a mild Tomme de Savoie!
Falling for FallingCheesefor Cheese
Tomme de Savoie
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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Contributors
Insights from Our Featured Contributors
01
SAM COLE, Director of Food Contact Evaluations at NSF
“Dubai's ambitious Robotics and Automation Programme aims to boost robotics' contribution to the emirate's GDP to 9% by 2032.”
RANIA ROUFAEL, Chief People Officer, Sunset Hospitality Group (SHG)
“I've always believed that investing in human capital is one of the most important ways to ensure sustained success.”
MARTIN KUBLER, Chief Sloth at The Gluttonous Sloth, Horeca Consulting with Attitude
“A big contributor to my decision to reduce my corporate social media activities to LinkedIn only is bots.”
CRAIG SWINDELL, Global Dalmore Brand Ambassador and Chief Evangelist
“From the way we curate our casks to our layered maturation processes, each detail reflects our relentless pursuit of excellence and commitment to perfection.”
SUITE TREAT
Step into a world of opulence when you book a Suite at Raffles Doha.
Experience the added luxury of QAR 750 credit to spend on dining in the hotel, and QAR 500 towards any Spa treatment.
Children aged 12 and below are welcome to indulge in the enchantment of complimentary dining.
Rates starting from QAR 3,500 per night
For reservations, please call +974 4030 7100 or email reservations.doha@raffles.com
Someone Tell the Weather It's November Already!
Ihope this note finds you still managing to keep your cool because, out here in Dubai, it seems someone forgot to inform the weather that it's November!
We've just wrapped up an electrifying month with the Future Hospitality Summit (FHS) World 2024. Talk about a hotspot of innovation and collaboration. With 1,596 attendees representing a staggering 735 companies from 60 countries, it truly created an intersection where the industry invests in its
future. Let’s not forget the exciting new initiatives—like the Branded Residences Forum and, for the first time, the semi-finals of the UN Tourism's Women in Tech startup competition. With over 550+ women attending, the #FHSWomenPower initiative was impressive.
Following close on the heels of FHS, we also attended GulfHost. It’s always thrilling to see the new deals and innovations that bubble up when the best in the business gather under one roof.
Now, hold onto your hats (or your beach umbrellas) because November is about to get even hotter. It’s time for the much-anticipated Leaders in F&B Awards, taking place on the 25th of November at Hilton Dubai Al Habtoor City, where we celebrate the brilliant minds that make our industry so vibrant. This is one of the biggest events in our yearly calendar, and I cannot wait to see you all there.
In this issue, we recap our recent Leaders in Hospitality Awards KSA edition. Thank you again to everyone for their participation, and a big congratulations to all the winners! We look forward to visiting the Kingdom very soon with an even bigger celebration. We also meet a man teaching robots how to cook safely, talk innovative marketing strategies for restaurants, find out what it takes to assemble a world-class hospitality team, and take a quick weekend trip to Anantara Mina Al Arab Ras Al Khaimah Resort, among much more.
As we dive into this action-packed month, let’s raise a glass to the trailblazers and innovators among us. Get ready to be inspired and, most of all, get ready to enjoy the outdoors.
SEYMONE L MOODLEY EDITOR-IN-CHIEF seymone@bncpublishing.net
Seymone Leigh Moodley
seymonemoodley
Visit the French Pavilions at Gulfood Manufacturing - Gulfhost
Discover the French excellence and innovation on food and beverage manufacturing industry.
French Pavilions exhibitors
scan the QR code to discover the French catalog
Process and Packaging: Sheikh Saeed Hall 1, S1-C52
Ingredients: Sheikh Rashid Hall, booth R-J44
GulfHost: Za’abeel Hall 4, booth Z4-G72
MERCURE HOTELS COMMEMORATES
1,000 ADDRESSES WITH LAUNCH OF 1,000-HOURS OF LOCAL FLAVOUR
Commemorating the recent opening of its 1,000th address worldwide, Mercure Hotels marked this monumental milestone at Mercure Dubai Deira on 30th October 2024. The flagship hotel unveiled the brand’s innovative 1,000-Hours of Local Flavours (42-day) concept, launching at select Mercure hotels worldwide, offering a unique culinary experience that highlights local food and beverages.
MARRIOTT INTERNATIONAL ANNOUNCES GLOBAL LAUNCH OF CONNECT RESPONSIBLY WITH MARRIOTT BONVOY EVENTS
Marriott International, Inc. (Marriott) announced the launch of Connect Responsibly with Marriott Bonvoy Events (Connect Responsibly), a program designed to help meeting planners embed sustainability into their events at participating hotels in the Marriott Bonvoy portfolio. Connect Responsibly plans to offer meetings and events customers access to detailed Meeting Impact Reports to measure the environmental impact of their events and select options to purchase carbon credits. The program is anticipated to go live at managed and franchised properties from participating brands globally by the end of October.
RAK HOSPITALITY HOLDING UNVEILS THE REIMAGINED RITZ-CARLTON AL WADI DESERT IN RAS AL KHAIMAH
RAK Hospitality Holding LLC unveils the reimagined Ritz-Carlton Al Wadi Desert in Ras Al Khaimah. This award-winning desert retreat introduces an array of new dining, entertainment and villa experiences in the serene Al Wadi landscape. Highlights include new and exclusive Signature Villas, the debut of the first ZUMA pop-up in the desert, the grand opening of Farmhouse by Michelin-starred chef Syrco, and the spectacular ‘Seven Wonders’ concert series, launching with an unforgettable performance by legendary international DJ, Armin van Buuren.
eJaby LAUNCHES IN UAE, REVOLUTIONIZING THE E-COMMERCE MARKETPLACE SUPPLY CHAIN BY ADDRESSING OVERSTOCK AND SUSTAINABILITY
eJaby, the innovative homegrown e-commerce marketplace, has officially launched in the UAE, marking the next major step in transforming the e-commerce market supply chain in the region. Poised to tackle overstock due to factors like shelf life or inventory surplus, as well as sustainability challenges in the UAE’s dynamic market, the eJaby platform connects consumers directly with premium-quality overstock products, creating a win-win scenario for conscious consumers, suppliers and the environment.
ADDMIND APPOINTS
NEW EXECUTIVE SOUS CHEF AT SUCRE FIRE
DINING
Addmind Hospitality is pleased to announce the appointment of Syed Qassim as Executive Sous Chef at the Michelinnominated Sucre Fire Dining, located in DIFC. Syed, known for his culinary expertise and leadership in some of Dubai’s top restaurants, will now take charge of kitchen operations, menu innovation, and maintaining the high standards Sucre Fire Dining is celebrated for.
ANANTARA
ABU DHABI SETS NEW STANDARDS IN SUSTAINABILITY AND ANIMAL WELFARE WITHIN THE UAE HOSPITALITY INDUSTRY
Qasr Al Sarab Desert Resort and Anantara Sir Bani Yas Island Resorts have unveiled notable sustainability and animal welfare achievements for the period of 2023 -2024, to date.
As bucket-list destinations, both resorts have successfully introduced initiatives that blend sustainability with their luxury identity, proving that environmental responsibility can enhance the guest experience. These efforts further solidify their standing as leaders in both sustainable hospitality and luxury travel in the UAE.
WALDORF ASTORIA
KUWAIT ANNOUNCES THE APPOINTMENT OF SALEH BATAINEH AS GENERAL MANAGER
Waldorf Astoria Kuwait is pleased to announce the appointment of Saleh Bataineh as the new General Manager. With over 25 years of experience in the luxury hospitality industry, Bataineh brings a wealth of knowledge and a proven track record of success to his new role.
AL BALEED RESORT SALALAH BY ANANTARA WELCOMES DANIËL HUISKES AS DIRECTOR OF FOOD AND BEVERAGE
Al Baleed Resort Salalah by Anantara is delighted to announce the appointment of Daniël Lucas Huiskes as Director of Food and Beverage.
Daniël brings a wealth of experience in hospitality, particularly in Food and Beverage operations, where he has consistently demonstrated a deep passion for the culinary arts and guest experience. His most recent role was as Director of Food and Beverage at Anantara Grand Hotel Krasnapolsky, where he played an instrumental role in the rebranding of the NH Collection Grand Hotel Krasnapolsky to Anantara. Daniël was key in ensuring the continued Michelin-star status of The White Room by Jacob Jan Boerma and spearheaded the development of unique F&B concepts, including the Royal Suite Dining Experience and the marketstyle breakfast concept.
WHAT IT TAKES TO ASSEMBLE
A WORLD-CLASS HOSPITALITY TEAM
BY ALI SAJWANI, MANAGING DIRECTOR,
Those of you who follow my social media accounts have likely noticed that I’m an avid traveller. Whether I’m returning to one of my favourite vacation spots or exploring a new locale, there are few things I enjoy more than immersing myself in a destination and its culture.
However, my passion for the tourism industry extends beyond my experiences as a guest. High-end hospitality is also a central component of my professional life. As Managing Director at DAMAC Properties, I oversee numerous premium destinations, including the upcoming Mandarin Oriental Bolidhuffaru Reef Resort in the Maldives. As Founder and CEO of Amali Properties, I work to make luxury resort living a reality for high-networth homebuyers in Dubai.
Constructing an opulent hotel with cutting-edge amenities is a vital part of creating an unforgettable luxury resort, but it's by no means the only consideration. Premium destinations also require personnel who are capable of ensuring seamless operations and enhancing the guest experience.
So, which skills, behaviours, and attributes should you prioritise when assembling a world-class hospitality team?
Local Knowledge, International Experience Catering to travellers from around the world while delivering guest experiences steeped in local heritage and culture is challenging, but essential for creating a truly unforgettable resort experience.
When assembling your team, I advise starting by focusing on a diverse workforce. Your goal should be to attract and retain multilingual employees who possess high levels of cultural awareness and sensitivity. Consider your key source markets and recruit accordingly, but also embrace and develop local talent.
Once you have selected your personnel, focus on training each staff member to ensure they have the knowledge and tools necessary to bring your destination to life. From the customs and history of
DAMAC PROPERTIES
surrounding communities to the cuisines and pastimes popular in the area, the best hospitality teams are adept at delivering authentic local experiences that guests remember for a lifetime.
Obsessive Attention to Detail Ask anyone in the premium hospitality segment what they think is most important to the guest experience, and they'll likely mention ‘attention to detail’—a phrase that has become somewhat clichéd within the industry. That doesn’t make it any less true.
While the absence of elements such as highquality interior décor, haute cuisine, and state-of-the-art amenities can detract from the guest experience, their presence alone is not sufficient to exceed the expectations of the modern luxury traveller. Attention to detail has the power to elevate your resort from being ‘just another nice hotel’ to one that guests will remember and revisit time and again.
I’m not just talking about presentation and cleanliness; I’m referring to ultra-personalised guest experiences and interactions. Ensure your personnel gather relevant data and maintain detailed records of customer preferences. In addition to tracking special occasions like birthdays and anniversaries, my favourite resort teams understand how my family and I prefer our rooms, know our favourite foods and drinks, and create bespoke itineraries based on activities we have enjoyed during previous visits.
This level of attention makes people feel less like customers and more like valued guests. And guests who feel appreciated are far more likely to return.
A Genuine Passion for Service As in various industries, the best hospitality professionals are those who derive genuine satisfaction from being of service to others. Regardless of the sector in which I’m operating, I pride myself on exceeding the expectations of my customers and strive to build teams that share this passion. This attribute cannot be taught, so when you find service-oriented individuals, do whatever you can to recruit them.
Hire team members who take the initiative and think creatively to deliver unparalleled service. If someone frequently says, ‘That’s not part of my job description’, they’re unlikely to excel in a luxury resort. Look for candidates who are committed to lifelong learning, adaptable, resilient, and proactive in solving problems. Also, seek out effective communicators and active listeners. These individuals are not only more likely to exceed your guests’
expectations, but they also prove invaluable in de-escalating and resolving issues should a complaint arise.
Ultimately, the world’s best luxury destinations are not built on features or amenities alone. Excellence in this sector stems from the people who staff the resorts. It’s possible to spend tens of millions of dollars developing a glittering hotel in the most breathtaking of locations, but if guests receive substandard levels of service during their stay, that’s what they’ll remember.
Conversely, if you succeed in assembling a hospitality team with both local and international expertise, superior attention to detail, and an unwavering commitment to the guest experience, you’ll be well on your way to building a loyal base of customers who return to your resort year after year.
ANANTARA MINA AL ARAB A WEEKEND AT RAS AL KHAIMAH RESORT
One of the many luxuries of living in the UAE is that you don't have to go far to find a slice of paradise.
"Welcome to Anantara," they greeted me, as I arrived through the grand archways accompanied by the soft sounds of water features, handing me a refreshing drink that hinted at tropical fruits—perhaps a nod to the resort's Maldivian-inspired luxury. It was a little taste of what was to come.
My accommodations were in one of the resort's over-water villas, a first for Ras Al Khaimah and a standout feature of Anantara. The villa was a spacious haven of modern sophistication, with locally inspired design elements adding a touch of place to the opulence. Stepping out onto the expansive deck, the private plunge pool invited a lazy dip with views of the mangrove lagoon and the Arabian Gulf beyond.
The resort boasts a variety of dining experiences, each more inviting than the last. I spent my first evening at Mekong, where the journey through Asia’s culinary landscapes was as authentic as it was sublime. Another night, the Beach House offered a taste of Mediterranean seaside dining right here in the Middle East, with fresh, simple dishes that celebrated the flavours of the coast.
Activity-wise, there is no shortage of options. Taking a kayak out to explore the natural mangroves offers a tranquil experience that puts you in the middle of nature going about its day. The resort’s location on a private peninsula meant every adventure started with stunning scenery and ended with the comfort of luxury.
Not to be missed was the Anantara Spa. Set within the resort's manicured gardens, the spa was an oasis of calm.
Anantara’s commitment to eco-luxury was evident throughout my stay. The resort's green initiatives—from reducing plastic use to preserving the local ecosystem—meant that my indulgence didn’t come at the expense of the environment.
Exploring Ras Al Khaimah itself is an adventure. A day trip to Jebel Jais, the UAE’s highest mountain, can include a gourmet picnic and views that are nothing short of breathtaking. For the more adrenaline-inclined, the resort’s close proximity to the world’s longest zipline promised heart-pumping excitement.
The weekend at Anantara Mina Al Arab Ras Al Khaimah Resort offered not just a luxurious escape but a deep dive into the natural and cultural richness of the area. I checked out with a great appreciation for the thoughtful hospitality that defined my stay.
Savour unlimited bubbly and refreshing seafood delights while soaking in stunning Creek views and captivating live entertainment.
Every Thursday, 6.30pm to 10.30pm Venue: The Restaurant
Package 1: AED 300 per person
Package 2: AED 185 per person
Non-Alcoholic Package: AED 230 per person
Offer valid until 31 December 2024 Terms and conditions apply
THE MAN
TEACHING ROBOTS MEET
TO COOK SAFELY
The Rise of Robotics and Automation in Middle East Hospitality
SAM COLE, DIRECTOR OF FOOD CONTACT EVALUATIONS AT NSF
Robotics and automation have the power to reshape commercial kitchen operations in the Middle East, creating opportunities for greater efficiency, consistency, and food safety. The region has long been at the cutting edge of innovation in the hospitality sector, and we are now witnessing a rise in the adoption of these technologies in commercial kitchens. While the potential advantages of this technology are truly exciting, it is crucial to ensure that hygienic design concepts are at the forefront of any new technological innovations.
Although still novel, the integration of robotics and automation is expected to accelerate soon. It is no surprise that countries such as the UAE and Saudi Arabia are spearheading a remarkable robotics transformation in the Middle East's hospitality sector. Market analysts project that the global service robotics industry will reach $218 billion by 2030 (MEED, 2024), with a robust 14% annual growth rate, positioning the Middle East as a crucial hub in this technological advancement.
Dubai's ambitious Robotics and Automation Programme aims to boost robotics' contribution to the emirate's GDP to 9% by 2032 (Foundation, 2024). It plans to deploy 200,000 robots in sectors like hospitality and food service operations.
Integrating robotics and automation offers a multitude of benefits, including significant enhancements in efficiency and productivity, streamlined operations, and reduced wait times, thereby improving overall service delivery. In terms of quality control, automated systems, particularly in food preparation, ensure consistent quality and portion control, which is crucial for maintaining brand standards across large chains and restaurant groups. The 24/7 service capability enabled by automation is especially valuable in a region renowned for its round-the-clock hospitality. Moreover, these systems excel in data collection and analysis, gathering vast amounts of information on guest preferences, operational efficiency, and resource utilization, which proves invaluable for mak-
ing informed business decisions and personalizing guest experiences. Importantly, automation can help address labour shortages, a persistent challenge in the hospitality industry, by taking on repetitive tasks and allowing human staff to focus on roles that require a personal touch. While the initial investment in robotics and automation can be substantial, the long-term benefits in operational efficiency and service quality position these technologies as key drivers of innovation in the sector.
As the integration of robotics and automation in commercial kitchens accelerates, the importance of hygienic design principles becomes increasingly critical. Hygienic design principles help equipment and systems minimize the risk of contamination and ensure they are easy to clean and maintain. While these principles have long been applied to traditional kitchen equipment, they take on new dimensions and complexities in the age of advanced technology. Ensuring food safety in this era of innovation requires a meticulous approach to design that considers the unique challenges posed by robotic systems and automated processes. We must scrutinize every aspect of these new technologies through the lens of hygiene and food safety. Only by prioritizing hygienic design in tandem with technological advancement can we harness the full potential of robotics and automation while maintaining the highest food safety standards in our evolving kitchens.
Here are ten key steps to safely incorporate robotics or automation into your commercial food operation:
1. Begin with the benchmarks: Familiarize yourself with NSF/ANSI 51: Food Equipment Materials. This standard offers a robust base for understanding essential material requirements, saving time and effort
when finding suitable parts. Although no specific robot standard exists yet, certification will pull from all relevant standards based on function (like NSF/ANSI 4 for food heating, NSF/ANSI 7 for cooling, NSF/ANSI 18 for dispensing, and NSF/ANSI 25 for vending).
2. Tap into specialist insight: Seek advice from food safety and hygienic design experts early in your development process. Companies like NSF provide support from concept to production, checking CAD drawings and prototypes to ensure hygienic design principles are built in from the start.
3. Choose suppliers carefully: Use guides such as NSF's Certified Food Equipment listing as a reference. This free resource can help you identify certified materials and components suitable for food equipment, helping to ensure they meet necessary hygiene standards.
4. Think about certification: Though not always required, NSF certification can provide peace of mind and give you a competitive advantage in the market. The process usually takes around 90 days, but early involvement can speed this up.
5. Design for easy cleaning: Focus on equipment designs that make cleaning simple. Look for features with effective Cleaning-In-Place (CIP) designs. Remember, even touchscreens should be easy to clean by hand, with no gaps where germs can build up. Also, consider easily cleanable seams, fasteners, and joints; these small standard requirements are often overlooked when thinking about hygienic design. Many try complex cleaning methods but remember that restaurant staff must be able to clean it by hand.
6. Materials matter: Often, the challenge with automation, like a robotic arm, is the needed joints and seams that allow movement while still meeting hygienic design. Look for certified robotic arm options or cover the arm with a food-grade material sleeve. The materials must meet food zone requirements if the arm works over a food prep surface. Ensure you focus on materials that are easy to clean, smooth, non-porous, and non-fabric.
7. Plan for adaptability: Consider certifying multiple suppliers for key components in today's changing supply chain. For example, suppose you use a sleeve to cover the robotic arm. That is a highly specialized part and material, and finding another may be tough. This foresight can save time and keep certification status despite supply issues.
8. Keep up with trends: Stay informed about industry trends, like the rising use of antimicrobial surfaces and the growing demand for equipment with minimal human contact. Remember, even with antimicrobial surfaces, it must still be food-grade and easy to clean.
9. Look beyond the robot: Consider how the robotic system fits into current kitchen processes and tools. Don't let it jeopardize the hygienic integrity of the food preparation environment.
10. Embrace new learning tools: Use cutting-edge technology like virtual reality to teach staff how to properly clean and maintain complex robotic systems.
Additional risks associated with robotics and automation include:
> Sensor reliability: Automated systems often rely on sensors to detect contamination or ensure proper cooking temperatures. If these sensors fail or are not correctly calibrated, it could lead to food safety issues.
> Power outages and system failures: In the event of power outages or system failures, a robust backup plan is needed to ensure food safety is not compromised.
> Cross-contamination: As robots move between different food preparation areas, there's a risk of cross-contamination if proper sanitization protocols are not in place.
> Software vulnerabilities: With increased connectivity comes the risk of cyber threats. Ensuring the security of automated systems is crucial to prevent tampering that could affect food safety.
> Overreliance on technology: There's a risk that staff may become overly reliant on automated systems, potentially overlooking basic food safety practices that still require human oversight.
> Lubricant and maintenance considerations: The use of non-food-grade lubricants in robotic systems poses a significant risk to food safety. It's crucial for manufacturers to either implement service plans that ensure the use of appropriate lubricants or to provide comprehensive education to end-users about proper maintenance practices. This includes emphasizing the importance of using only foodgrade lubricants during maintenance.
NSF-registered/certified food-grade lubricants can be found in the NSF White Book™. Furthermore, regular maintenance schedules should be established, and staff should be trained to recognize any signs of wear or potential contamination from lubricants.
As automation becomes more prevalent, regulatory bodies around the world must adapt to ensure these new technologies meet stringent food safety and hygiene standards, and any commercial food operation considering incorporating robotics or automation must stay abreast of these evolving regulations.
As we embrace these technological advancements, it's crucial to remember that the essence of hospitality lies in human connection and personalized service. The challenge for the Middle East hospitality industry will be to strike the right balance between leveraging the efficiency and consistency of automation while maintaining the warm, personalized service that the region is known for.
Integrating robotics and automation represents a significant opportunity for enhanced efficiency, consistency, and guest experience. However, it also brings new challenges, particularly in maintaining the highest standards of hygiene and food safety. By prioritizing hygienic design in the selection and implementation of automated systems and by adhering to best practices and international standards, the hospitality industry in the Middle East can successfully navigate this technological revolution. The key lies in viewing automation not as a replacement for human hospitality but as a tool to augment and enhance the exceptional service the region is known for.
As we move forward, collaboration between hospitality professionals, technology providers, and regulatory bodies will be crucial in ensuring
that the adoption of robotics and automation contributes positively to the guest experience while maintaining the highest safety and hygiene standards. In doing so, the Middle East hospitality sector can continue to lead the way in innovation, setting new global standards for the industry.
The future of hospitality in the Middle East is undoubtedly exciting, with robotics and automation playing a central role. By embracing these technologies thoughtfully and with a keen eye on hygienic design and food safety, the region's hospitality industry is poised to offer unparalleled experiences that blend cutting-edge technology with the warmth and luxury for which it is globally renowned.
Sam Cole is the Director of Product Certification –Equipment and Chemical Evaluation, Food Retail at NSF, a leading public health and safety organisation dedicated to mitigating foodborne illnesses. Cole, who has extensive experience in commercial food equipment, processing equipment and chemicals, food automation and robotics, and food contact materials, leads NSF's non-food certifications and evaluations teams. His efforts focus squarely on ensuring the safety of food service equipment, food contact materials, and non-food compounds used in food processing areas. Since joining NSF in 2015, Cole has played a pivotal role in supporting global clients and has been instrumental in advancing NSF’s food contact materials and equipment offerings.
the Next Generation of Hospitality Talent EMPOWERING
In today's evolving business landscape, the hospitality industry stands at a crucial intersection of tradition and innovation. As technology advances and guest expectations evolve, the need for forward-thinking talent has never been more important. Dubai World Trade Centre (DWTC), a cornerstone of the UAE's hospitality and events sector, recognises that the future of hospitality rests on nurturing the next generation of industry leaders by empowering talent through unique internship experiences.
Redefining the Internship Experience
The concept of internships has undergone a remarkable transformation in recent years. What once served as mere stepping stones to employment has evolved into innovative development programmes that shape the future of industries. Through structured, hands-on learning, DWTC has witnessed how this can spark innovation, unlock potential, and fuel long-term success through its hospitality internship programme.
DWTC: A Catalyst for Talent Development
DWTC's hospitality internship programme embodies this evolution, offering a structured approach to professional development that goes far beyond traditional learning. The programme has shown impressive results, with around one in six interns receiving full-time offers in DWTC's Hospitality division upon completion of the programme. By the end of 2024, a total of 165 interns would have gained invaluable exposure to the inner workings of the hospitality sector, with over 15% already onboarded into full-time roles.
Immersive Learning Through Cross-Functional Experience
What sets DWTC's internship programme apart is its holistic approach to professional development. Interns are fully immersed in diverse roles, from culinary operations to event management and customer care, allowing them to discover their passion and shape their career path while gaining comprehensive industry knowledge. This breadth of experience equips them to navigate a fast-paced industry while honing the skills necessary to excel in their chosen fields.
This cross-functional exposure sees interns in Event Operations and Management actively participate in coordinating major events like Arab Health and GITEX Global, gaining firsthand experience in large-scale event management and guest services. Through hands-on involvement in handling guest enquiries and resolving challenges, interns in
Customer Care and Excellence develop essential problemsolving skills and learn to enhance guest experiences; while in Engineering and Sustainability, they support facility maintenance and sustainability projects - gaining the technical knowledge crucial for modern venue management. There's also a focus on developing business skills, including rotations in revenue management, to understand the financial aspects of hospitality operations and digital marketing and communications and gain exposure to the importance of marketing strategies in the hospitality sector. In Housekeeping, opportunities include learning about maintaining exceptional cleanliness standards across venues and understanding the crucial role of facility presentation in guest satisfaction.
The value of internships goes beyond job-specific training. It's about cultivating future leaders who can thrive in all areas of hospitality. This comprehensive rotation ensures that interns develop a thorough understanding of how various departments interconnect to deliver world-class hospitality and catering experiences. The hands-on experience they gain is invaluable, allowing interns to apply theoretical knowledge in real-world scenarios and develop practical solutions to industry challenges.
Nurturing Innovation Through Fresh Perspectives
A fresh perspective is one of the greatest assets an intern can bring to any organisation and has proven to be a catalyst for creativity at DWTC. Their curiosity and imagination often spark new ideas, bringing innovation to the forefront. DWTC's award-winning hospitality business has seen how interns are more than capable of contributing to impactful change. Intern-driven initiatives have helped streamline processes, enhance sustainability efforts, and elevate the overall guest experience. This spirit of collaboration is integral to our commitment to continuous improvement.
Aashish – a former intern and now a Commis Chef at DWTC, exemplifies the value of this hands-on learning. He states, "My journey at the Dubai World Trade Centre began as an intern, I was immediately immersed in a dynamic kitchen environment. Learning from top chefs, I gained essential culinary skills and was inspired to innovate and excel. The transition from intern to full-time chef was seamless, thanks to the solid foundation built during my internship. Today, I'm proud to be part of a team that values creativity, teamwork, and excellence."
Building a Sustainable Talent Pipeline
DWTC's hospitality internship programme plays a crucial role in creating a robust talent pipeline that ensures sustained organisational success. By investing in early career development, DWTC not only secures its future talent needs but also contributes to the broader growth of the hospitality industry. The programme's success is evident in its retention of former interns remaining with the organisation for more than three years after their initial placement. B Lokesh Rao, a former intern who transitioned to a Customer Care Assistant, says, "Transitioning to a full-time role on completing my internship validated my hard work while entrusting me with new responsibilities. Today, I continue to build on the skills and knowledge gained during my internship."
In Housekeeping, opportunities include learning about maintaining exceptional cleanliness standards across venues and understanding the crucial role of facility presentation in guest satisfaction.
Looking to the Future of Hospitality Talent
The future of hospitality lies in the hands of those who are entering the industry today. DWTC's commitment to nurturing this talent through comprehensive internship experiences provides a platform for the next generation of leaders to be well-prepared to face industry challenges and drive innovation. Through mentorship, real-world experience, and exposure to diverse aspects of the business, DWTC is not just filling positions – it is developing the industry leaders of tomorrow.
As the hospitality sector continues to evolve, DWTC remains dedicated to supporting and empowering young professionals through meaningful internship experiences. This investment in talent development isn't just about building careers; it's about shaping the future of an industry that plays a vital role in Dubai's economic growth and global reputation as a premier destination for events and hospitality.
WHERE THE CITY MEETS THE SEA, WHERE STYLE MEETS LUXURY
Rixos Premium Dubai offers a seamless blend of cosmopolitan vibrance and seaside serenity. With spacious rooms, direct beach access, and proximity to premier shopping destinations, it’s the perfect hub for a stylish Dubai experience. Enjoy exquisite dining, unwind in the luxurious spa, and immerse yourself in stunning views. With impeccable service and an array of amenities, Rixos Premium Dubai sets the stage for a truly memorable stay in the heart of Jumeirah Beach Residence.
Fine Spirits The World of
Craig Swindell is known in the whisky industry as the Global Dalmore Specialist and Chief Evangelist, boasting over a decade of expertise with The Dalmore Single Malt. He has become a respected figure for his deep understanding of whisky and its global appreciation.
His career in whisky began in China, where he served for eleven years as an Ambassador and Advocacy Manager, mastering the art of storytelling and brand promotion. This experience solidified his reputation as an expert in the field.
Returning to Scotland, Craig joined The Dalmore distillery in Alness. His role involves educating luxury consumers and spirit enthusiasts about The Dalmore's heritage. Known for his informative presentations, Craig plays a key role in brand campaigns and product launches, highlighting the distillery's traditions and innovations.
Craig's commitment to promoting whisky education has established him as a key influencer in the community, ensuring The Dalmore remains a celebrated name in the world of fine spirits.
Tell us about your journey to becoming The Dalmore Global Specialist and Chief Evangelist?
My journey to becoming the Global Specialist for The Dalmore started with a deep fascination for Whisky’s artistry— the precision, patience, and heritage it embodies. Each cask tells a story, and I’ve always been drawn to the way Whisky reflects its environment, craft, and history. Over the years, I have immersed myself in understanding these nuances through bar work, joining whisky groups, and connecting with the industry whenever possible. I formally began my journey as a Brand Ambassador in 2012. Joining The Dalmore was a natural fit, as its dedication to craftsmanship and innovation aligns with my vision of elevating whisky appreciation worldwide. Today, I have the privilege of bridging our brand’s rich history with modern whisky lovers and sharing The Dalmore’s masterpieces of malt with a global audience.
Each cask tells a story, and I’ve always been drawn to the way Whisky reflects its environment, craft, and history.
CRAIG SWINDELL, Global Dalmore Brand Ambassador and Chief Evangelist
As Chief Evangelist for The Dalmore, what are your main responsibilities, and how do you engage with whisky enthusiasts?
My role is multifaceted—part educator, part ambassador, and part storyteller. I spend time connecting directly with enthusiasts, partners, and colleagues worldwide, sharing The Dalmore’s unique story and guiding them through the nuances of each expression. Whether leading tastings, collaborating on bespoke events, or working with bartenders to create memorable cocktails, my focus is on fostering genuine connections that allow people to experience the heart and soul of The Dalmore. Beyond in-person interactions, I also work to shape The Dalmore’s global presence by creating experiences and tools that our incredible network of specialists can use to engage both seasoned connoisseurs and newcomers alike.
How do you convey the essence of the brand's legacy in your interactions and presentations?
I approach each interaction as a way to bring The Dalmore’s legacy to life, making it both relatable and aspirational. It’s about striking a balance between honouring our heritage and showing how this legacy translates to a contemporary, luxurious experience. I share stories of our Whisky Makers' artistry, the rarity of our cask finishes, and the meticulous care involved in each expression. From the way we curate our casks to our layered maturation processes, each detail reflects our relentless pursuit of excellence and commitment to perfection.
Are there any recent or upcoming product innovations at The Dalmore that you're particularly excited about?
Absolutely, there are exciting developments underway, though I can’t reveal all the details just yet! However, we are continuously exploring new ways to showcase our whisky-making artistry. Each release at The Dalmore builds upon our legacy with a modern twist, whether it’s through rare cask finishes or collaborations that underscore our dedication to excellence. I’m personally excited about innovations within The Luminary Series and other projects that bring fresh narratives to our rich history, blending tradition with new expressions that push whisky-making boundaries in unique ways. We will also be launching the continuation of The Cask Curation Series in Dubai. This showcases The Dalmore’s long-standing relationships with the world’s finest winemakers and bodegas.
What specific strategies does The Dalmore have for expanding its presence in the UAE’s F&B scene?
In the UAE, we see an increased demand for premium, experiential dining and beverage experiences. Our approach is to partner with high-end venues that align with The Dalmore’s ethos, offering curated tastings, signature serves, and
access to some of our rarest releases. We’re also embracing the trend toward personalised experiences and fine whisky pairings, integrating The Dalmore into innovative food and drink menus that capture the UAE’s dynamic luxury scene. By collaborating with industry leaders and trendsetting bartenders, we aim to make The Dalmore an intrinsic part of the UAE’s evolving whisky culture.
How does The Dalmore engage with its audience in the UAE differently from other markets?
In the UAE, we emphasise exclusivity and luxury experiences. Collaborations with fine dining establishments and high-end bars have been pivotal in showcasing The Dalmore’s premium character. We’ve successfully launched private tasting events, offering enthusiasts the chance to experience The Dalmore’s rare expressions in sophisticated settings, with unique tasting rituals tailored specifically to this market. We are committed to our strategic distributor, retailer, and outlet partnerships within the UAE, ensuring that The Dalmore is showcased as a true masterpiece of malt at every touchpoint.
As whisky production can be resource-intensive, what steps is The Dalmore taking towards sustainability and social responsibility in its operations?
Sustainability is a growing focus for us, as we recognise the importance of safeguarding the environment for future generations of whisky makers and enthusiasts. The Dalmore is actively engaged in initiatives to reduce our carbon footprint, conserve water, and use sustainable materials in our packaging. We’re investing in renewable energy sources and exploring ways to reduce waste throughout
our production process. Social responsibility is integral to our brand, and we continually seek to evolve our practices in line with this commitment.
How do you see the brand evolving in the next few years?
Looking ahead, The Dalmore will continue to honour its heritage while embracing innovation. The Dalmore has been shaped by an unbroken chain of visionary whisky makers since 1839, and each new generation builds upon the techniques and maturation philosophies passed down to them, ensuring The Dalmore remains as timeless as it is forward-thinking. With new expressions that bring unexpected flavours and textures, I see the brand reaching new heights, captivating both established connoisseurs and the next generation of whisky lovers.
I approach each interaction as a way to bring The Dalmore’s legacy to life, making it both relatable and aspirational.
SHAPING TOMORROW'S LEADERS
Sunset Hospitality Group's "Rising Sunsetters" Program
BY NICHOLA BESKINE-TAYLOR, PARTNER AT TGP INTERNATIONAL
The hospitality industry is built on people - those who work together to curate unforgettable experiences for guests around the globe. At Sunset Hospitality Group (SHG), we know that nurturing the right talent is critical to maintaining the high standards we are known for. That is why we launched the "Rising Sunsetters" internship program, an initiative designed to empower the next generation of hospitality professionals and fuel the future of the industry.
In today's rapidly evolving landscape, attracting and retaining talent requires more than just offering jobs. Young professionals are looking for meaningful careers, growth opportunities, and workplaces where they can have a real impact. This internship program represents our commitment to creating an environment that offers just that - a chance to work alongside seasoned professionals, gain real-world experience, and develop the skills needed to thrive in this dynamic industry.
"Rising Sunsetters" is more than just an internship; it is a career launchpad. We offer undergraduates and recent graduates six months of immersive experience, spanning our diverse portfolio - from Hotels & Resorts to Dining, Daylife, Nightlife, and beyond. This program allows participants to explore different sectors, giving them a 360-degree view of how a global hospitality brand operates. For many, this
journey doesn't end after six months-25% of our interns have already secured permanent positions within SHG. This isn't by coincidence; it's a testament to our dedication to identifying and developing talent that aligns with SHG's values and vision.
At SHG, our people are at the heart of everything we do. As Chief People Officer, I've always believed that investing in human capital is one of the most important ways to ensure sustained success. A well-designed internship program like "Rising Sunsetters" benefits both the individual and the organisation. For the interns, it's an opportunity to receive hands-on training, engage in mentorship, and build the confidence they need to embark on successful careers. For SHG, the benefits are equally significant— these young professionals bring fresh perspectives, innovative ideas, and an eagerness to learn, which often reinvigorates our teams and our practices.
Creating a program like "Rising Sunsetters" is no small feat. It takes careful planning and, most importantly, a commitment from our teams to mentor and guide these future leaders. We ensure that interns are placed in a supportive, dynamic environment where they can thrive. Our experienced employees serve as mentors, dedicating their time to helping each intern navigate their career journey with personalised guidance. It's a process that requires time, energy, and, above all, passion.
In a fast-paced industry, where guest expectations are higher than ever, the importance of nurturing talent cannot be overstated. I believe this program not only prepares young professionals for the realities of the hospitality industry but also prepares SHG for continued success in the years to come. The infusion of fresh talent and ideas is key to keeping our company agile, innovative, and ready for whatever challenges lie ahead.
As we look to the future, we remain committed to empowering our people and growing our teams with purpose. "Rising Sunsetters" is just one way we're doing that, and I'm incredibly proud of the success we've seen so far.
Rania Roufael is the Chief People Officer of People, Culture, and Sustainability at Sunset Hospitality Group (SHG). With more than 20 years of experience in human resources, she plays a key role in shaping SHG's high-performing, people-centric culture. Her leadership focuses on aligning HR initiatives with the organisation's business objectives for sustainable growth and international expansion while providing impactful journeys to over 6000 employees across 27 countries.
Rania is recognised for her expertise in attracting, developing, and retaining top talent, as well as leading quality initiatives that drive performance excellence. Her passion for building development programs and nurturing employees empowers SHG's teams to thrive while supporting the Group's overarching mission of delivering exceptional hospitality experiences worldwide.
Announcing the Winners
2024 Leaders in HospitalityKSA Awards
Hotel & Catering is thrilled to announce the esteemed Leaders in Hospitality KSA Awards 2024 winners, held at VOCO Riyadh this October. This event brought together the luminaries of the hospitality industry, celebrating a year of outstanding achievements and unwavering dedication. We extend our heartfelt gratitude to all our esteemed guests whose presence enriched the celebration, making it a truly memorable evening. Congratulations to each of our winners. Your hard work and commitment have set new benchmarks in the industry. We eagerly anticipate next year's gathering and hope to see you all there again.
Here are your 2024 Leaders in Hospitality KSA!
BEST EAST ASIAN RESTAURANT
TAKARA
The Creamery at Raffles Makkah Palace combines luxury with comfort, providing a unique café experience that stands out in the bustling hospitality scene, earning it the Leading Cafe of the Year accolade.
With its innovative approach to East Asian cuisine, Takara has captured the hearts of diners, delivering authentic flavors and an unforgettable dining experience, meriting it the title of Best East Asian Restaurant.
LEADING CAFE OF THE YEAR
THE CREAMERY, RAFFLES MAKKAH PALACE
CASUAL DINING RESTAURANT
SOLD OUT
LPM Restaurant & Café sets the standard for fine dining with its exquisite menu and impeccable service, making it the deserving recipient of this prestigious award.
Known for its vibrant atmosphere and exceptional service, Sold Out has become a favorite for casual dining enthusiasts, reflecting its commitment to quality and customer satisfaction.
FINE DINING RESTAURANT
LPM RESTAURANT & CAFÉ, RIYADH
EXECUTIVE LOUNGE OF THE YEAR
ADDRESS HOTEL, JABAL OMAR MAKKAH
The Executive Lounge at Address Hotel Jabal Omar Makkah offers an exclusive retreat with top-notch amenities, setting it apart as the Executive Lounge of the Year.
LEADING HOMEGROWN RESTAURANT
Takara not only shines in the East Asian category but also as a leading home-grown restaurant, celebrating local culinary artistry and innovation.
TAKARA
GATHERN
(AWARD RECEIVED ON BEHALF OF GATHERN)
HOSPITALITY APP OF THE YEAR BEST THEMED RESTAURANT
Ziba’s unique theme captivates and transports its guests to a different world, combining culinary excellence with creative storytelling, rightfully earning it the Best Themed Restaurant award.
Gathern revolutionizes the way we experience hospitality services, making it easier and more accessible, thus deserving the Hospitality App of the Year award.
ZIBA, THG
CSR INITIATIVE OF THE YEAR
FAIRMONT RAMLA, RIYADH
Fairmont Ramla's commitment to corporate social responsibility has made a significant impact on the community, showcasing its dedication to sustainable and ethical practices.
MID-MARKET OF THE YEAR
RADISSON HOTEL & RESIDENCE, RIYADH OLAYA
Radisson Hotel & Residence
Riyadh Olaya excels in delivering high-quality services at mid-market prices, making luxury accessible and enjoyable.
SUSTAINABLE HOTEL OF THE YEAR
NOFA RIYADH, A RADISSON COLLECTION RESORT
Nofa Riyadh leads in sustainability, implementing eco-friendly practices that pave the way for a greener future in hospitality.
Swissôtel Al Maqam Makkah provides exceptional amenities and services that cater to families, ensuring a comfortable and enjoyable stay for all ages.
FAMILY-FRIENDLY HOTEL OF THE YEAR
SWISSÔTEL AL MAQAM, MAKKAH
LEADING BUSINESS HOTEL
RADISSON BLU RIYADH, CONVENTION & EXHIBITION CENTER
With state-of-the-art facilities and exceptional service, Radisson Blu Riyadh Convention & Exhibition Center is the go-to destination for business travelers.
LEADING LUXURY HOTEL
MAKKAH CLOCK ROYAL TOWER, A FAIRMONT HOTEL
This iconic hotel combines luxury with cultural richness, offering guests an unparalleled experience in the heart of Makkah.
DISRUPTOR OF THE YEAR
FLAMINGO ROOM, BY
TASHAS
Flamingo Room by tashas has redefined dining with its innovative concepts and unique dining experiences, making it a true disruptor in the industry.
With rapid expansion and consistent excellence, THG has proven its prowess in the hospitality industry, outpacing competitors and setting new standards.
FASTEST-GROWING HOSPITALITY GROUP
THG
FRONT DESK EXCELLENCE AWARDS
NAJLA ALHAJRY, RADISSON HOTEL GROUP
Najla Alhajry’s professionalism and commitment to guest satisfaction have made her a standout in front desk operations.
CONCIERGE OF THE YEAR
AMRO BAHAA MELAIH, SWISSOTEL AL MAQAM MAKKAH
Amro Bahaa Melaih’s exceptional service and dedication to guests’ needs have earned him the title of Concierge of the Year.
HOSPITALITY MARKETEER OF THE YEAR
MOHAMMAD JAMIL, ADDRESS HOTEL JABAL OMAR MAKKAH
This team’s creative and strategic efforts have greatly contributed to the hotel's success and prominence in the hospitality industry.
With innovative marketing strategies and a deep understanding of the market, Mohammad Jamil has significantly enhanced the hotel’s presence and appeal.
MARKETING TEAM OF THE YEAR
MARKETING, COMMUNICATIONS & LOYALTY TEAM, MAKKAH CLOCK ROYAL TOWER, A FAIRMONT HOTEL
PR PERSON OF THE YEAR
LEENA ALZAHRANI, FAIRMONT RAMLA, RIYADH
Leena Alzahrani’s outstanding PR skills and initiatives have significantly boosted the hotel's image and market position.
F&B MANAGER OF THE YEAR
Mousa Shihadeh’s leadership and innovative management practices have set high standards in food and beverage services.
MOUSA SHIHADEH, FAIRMONT HOTEL RIYADH
RISING STAR
ILHAMI CAN, RADISSON HOTEL GROUP
Chef Manbahadur Aryal’s culinary expertise and innovative dishes have rightfully earned him the Chef of the Year title.
Recognized as a Rising Star, Ilhami Can has demonstrated remarkable talent and potential in advancing his career and contributing to the industry.
CHEF OF THE YEAR
MANBAHADUR ARYAL, FAIRMONT HOTEL RIYADH
GENERAL MANAGER OF THE YEAR
ALDERT VAN ZYL, RADISSON HOTEL GROUP
Aldert Van Zyl’s visionary leadership and operational excellence have significantly shaped the success of his properties.
LEADERSHIP EXCELLENCE AWARD
LOLWAH AL-ROUJI’S, HILTON RIYADH HOTEL & RESIDENCES
Lolwah Al-Rouji has exemplified outstanding leadership, guiding her team to new heights in the hospitality industry.
AHMED ALAJMI, THG
Amsa Hospitality's effective management and innovative strategies have established it as a leader in the hotel management sector.
Ahmed Alajmi’s entrepreneurial spirit and successful ventures have marked him as a leading figure in hospitality.
COMPANY
AMSA HOSPITALITY
HOTEL TEAM OF THE YEAR
HILTON RIYADH HOTEL & RESIDENCES
The team at Hilton Riyadh has consistently demonstrated excellence in hospitality, making it the Hotel Team of the Year.
Tariq Dowidar’s significant contributions to the industry have earned him the title of Hospitality Heavyweight.
TARIQ
HOSPITALITY HEAVYWEIGHT
DOWIDAR, ALEPH HOSPITALITY
LIFETIME ACHIEVEMENT OF THE YEAR
BASEL TALAL, RADISSON HOTEL GROUP
Basel Talal’s enduring impact and dedication to the hospitality industry are celebrated with the Lifetime Achievement Award.
GOODBYE,
SOCIAL MEDIA
BY MARTIN KUBLER,
Acouple of days ago, I made a long overdue decision, which may come as a surprise to a few peo-ple out there: I'll stop engaging on most social media for business purposes.
I've already reduced private social media usage over the past year, decreasing the time I spend on Facebook, deleting my Instagram and Twitter, and only really remaining active on LinkedIn and Mastodon. I've never really been the most frequent social
media poster for my own companies, which frequently stressed me out a little – should I be posting more, posting about different things, what should I post about next, etc?
Funny enough, I don't have this issue when it comes to advising clients on their social media en-gagement, but for my own company, I always struggled. A big contributor to my decision to reduce my corporate social media activities to LinkedIn only is bots. Moderating bots, to be specific. Face-book and Instagram rolled out bot-powered content moderation a while ago, and ever since, things have become a bit weird. I had several posts removed from my company's Facebook and Instagram pages for alleged violations of the terms & conditions. All these posts were over a year old at the time they were removed. Appealing wasn't possible, and reposting them worked only on Facebook, where you can slot them into the timeline by date order, but not on Instagram. Have you ever tried arguing with a bot? They're by and large argue-proof, and attempting otherwise is a gigantic waste of time and energy.
I was encouraged in my decision by other companies, which are also scaling back their social media activities for a variety of reasons.
Some cite changes in the algorithms on the major platforms, which make it harder and more ex-pensive for companies to get visibility without paid promotions. Others, and this is mostly X (Twit-ter)-specifically, are concerned about brand safety issues and are increasingly wary of where their content appears. It is not uncommon for content on Twitter, but also YouTube to appear next to "less than ideal" (if we want to be kind) content, without companies having much control over the platform environment.
A big point for me personally, but also for many others, is the increasing spread of misinformation, trolling, and negative online behaviour on many social media platforms. It's exhausting and, I be-lieve, has given rise to another reason why many companies are decreasing social media engage-ment: Social media fatigue. Both businesses and consumers are experiencing a sense of "social media
CHIEF SLOTH AT THE GLUTTONOUS SLOTH, HORECA CONSULTING WITH ATTITUDE
fatigue." Users are spending less time on traditional platforms like Facebook, and newer generations are flocking to niche platforms, making it harder for businesses to maintain engage-ment across all channels.
Over the years, mainstream social media has become decidedly less social, with many companies using their feeds to advertise offers or events. I feel that we've lost the spark that many of us had when social media became a thing many years ago. A big contributor is, of course, AI-generated or otherwise enhanced content. Have a look at your social media feeds – one brand almost looks like another. It makes me yawn.
Don't get me wrong, there's nothing wrong with using social media platforms as advertising chan-nels if you feel you can afford it and your campaigns meet their goals. It's just that straightforward advertising was never the main reason companies
started using social media. For most, it was about connecting and communicating with (potential) guests & customers. I'm not alone in shifting attention from social media platforms that change frequently and are of-ten subject to factors beyond a company's control, to owned channels like email newsletters, blogs, and websites to create deeper engagement and more direct communication with their au-dience. You could say that's a step backwards, but so are "dumb phones", the non-smartphones that are on the rise in recent years. I appreciate that mine isn't a mainstream opinion. Yet. I'm fairly certain, though, that social media engagement will continue to decrease, which will eventually lead to a decrease in paid advertising spend, which will impact the very social media platforms at the heart of the problem.
If you want to talk to me and feel heard & engaged, pick a 1-2-1 channel. Send me an email or a WhatsApp message, or just pick up the phone and call me.
I FEEL THAT WE'VE LOST THE SPARK THAT MANY OF US HAD WHEN SOCIAL MEDIA BECAME A THING MANY YEARS AGO.
INNOVATIVE MARKETING STRATEGIES FOR
RESTAURANTS
BY JEROME MORTEL, COO OF SUMO SUSHI & BENTO
The UAE restaurant industry is a bustling, highly competitive market where both international chains and local dining establishments vie for attention from a diverse customer base of locals and tourists. With an influx of millions of visitors annually and a growing resident population, innovative marketing is key to standing out. Below are some effective strategies that have helped restaurants like Sumo Sushi & Bento remain top of mind for consumers.
Leveraging Digital Marketing and Social Media
The UAE has one of the highest smartphone penetration rates in the world, making digital marketing an indispensable tool. Restaurants should focus on engaging digital campaigns that target both locals and tourists. Leveraging popular platforms like Instagram and TikTok to showcase visually appealing dishes, behind-the-scenes kitchen tours, and customer testimonials can create buzz and keep your audience engaged.
Geo-targeted Advertising
Using geo-targeted ads can help restaurants capture attention from tourists who may not be familiar with the local dining scene. By running targeted campaigns through platforms
like Google Ads and Facebook that focus on specific locations such as airports, popular malls, and tourist hotspots, restaurants can directly tap into the tourist market.
Loyalty Programs and Special Offers
In a competitive market, customer loyalty is paramount. Innovative loyalty programs not only attract customers but also keep them coming back. Offering rewards that go beyond discounts—such as exclusive access to new menu items and VIP invitations to events. At Sumo Sushi & Bento, our digital loyalty program is designed to cater to both locals and frequent visitors, rewarding customers for their continued patronage and creating an incentive for them to choose us over other dining options.
Personalized Customer Experiences
Restaurants need to prioritize personalization, whether through curated menu recommendations or customized dining experiences. In the UAE, with its vast mix of cultural backgrounds, tailoring experiences to different customer preferences is essential. Personalization extends to online interactions as well. Sending personalized promotions based on previous customer behavior can significantly increase conversion rates.
Collaborating with Local Events and Tourism Initiatives
Aligning your restaurant with local events and tourism initiatives can significantly boost visibility. For instance, Dubai hosts numerous food festivals and cultural events, providing an ideal platform for restaurants to showcase their offerings. By participating in these events or even sponsoring them, restaurants can attract both locals and tourists who are eager to experience the best of the UAE’s culinary scene.
Exceptional Customer Service
Exceptional customer service is one of the most powerful marketing tools for any restaurant. A memorable dining experience can lead to positive online reviews and word-of-mouth recommendations, which are especially influential in tourist-heavy destinations. Training staff to deliver personalized and efficient service ensures that customers leave with a positive impression.
Our Future Strategy
In a dynamic and competitive market like the UAE, restaurants must adopt innovative marketing strategies to capture the attention of both locals and tourists. By localizing branding, leveraging digital platforms, and offering personalized experiences, restaurants can build strong connections with their audience and stand out from the competition. At Sumo Sushi & Bento, these strategies have been integral to our success in a diverse and ever-evolving market.
