Hotel News ME - June 2015 by Hotel & Catering

THE PROFESSIONAL PERSPECTIVE FOR THE HOSPITALITY INDUSTRY JUNE 2015 | WWW.HOTELNEWSME.COM

Eastern promise The true potential of the Chinese travel market unveiled

IT’S A WRAP!

YOTEL CEO EXCLUSIVE

AHIC and ATM show round-ups

Affordable luxury concept hits ME

FLAVOURS OF ARABIA Regional cuisine is back on the menu

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CONTENTS

hot topics

08 | NEWS ROUND UP A SUMMARY OF REGIONAL AND GLOBAL NEWS 20 | THE PANEL A GROUP OF HR SPECIALISTS DISCUSS THE CHANGING ROLE OF HR AND STAFF RETENTION ISSUES 48 | TAKE 10 IFTAR OFFERINGS 56 | MEET THE EXPERTS HOSPITALITY SPECIALIST VIEWS

features 24 | COVER STORY TAKING ALOOK AT THE BOOMING OUTBOUND CHINESE TRAVEL MARKET

30 | DESTINATION REPORT A LOOK AT LEBANON'S HOTEL INDUSTRY 58 | LAUNDRY FOCUS A LIVELY DEBATE DISCUSSING THE LATEST LAUNDRY TRENDS

08 16 42 JUNE 2015 HOTEL NEWS ME

CONTENTS

24 Managing Director Walid Zok Walid@bncpublishing.net Director Rabih Najm Rabih@bncpublishing.net Director Wissam Younane Wissam@bncpublishing.net Group Publishing Director Diarmuid O'Malley Dom@bncpublishing.net Sales Manager Charlotte Ringrose Charlotte@bncpublishing.net Executive Editor Gemma Greenwood Gemma@bncpublishing.net

Deputy Editor Sophia Soltani Sophia@bncpublishing.net Art Director Rana Husam Shiblaq Rana@bncpublishing.net Marketing Executive Mark Anthony Monzon

CONTRIBUTORS Lucy Taylor

34 | ATM AFTERSHOW TAKING A LOOK AT THIS YEAR'S ATM'S ANNOUNCEMENTS 44 | SUSTAINABILITY REPORT GUIDO BAUER, CEO, GREEN GLOBE DISCUSSES BEING GREEN

SUBSCRIBE subscriptions@bncpublishing.net

40 | AHIC ROUND UP PROFILING SOME OF THE INVESTMENT CONFERENCE ANNOUNCEMENTS 42 | HOTEC ROUND UP EVENT REVIEW FROM THE BUYERS AND SUPPLIERS ANNUAL EVENT 16 | HUBERT VIRIOT DISCUSSES THE YOTEL'S DUBAI DEBUT 4

HOTEL NEWS ME JUNE 2015

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All rights reserved ÂŠ 2014. Opinions expressed are solely those of the contributors. Hotel News ME and all subsidiary publications in the MENA region are officially licensed exclusively to BNC Publishing in the MENA region by Hotel News ME. No part of this magazine may be reproduced or transmitted in any form or by any means without written permission of the publisher. Printed by Raidy Emirates Printing Group LLC www.raidy.com

JUNE 2015 HOTEL NEWS ME

A SHOW-STOPPING MONTH

CHAIN OF THOUGHT...

MULTIPLE HOTEL SIGNINGS ANNOUNCED AT ATM AND AHIC

mand and supply in this category. Groups

including

IHG,

Copthorne MEA, Dusit International, Shaza Ho-

was at its peak.

tels, Hilton Hotels, HMH – Hospitality Manage-

This year’s show, now in its 22nd year, was with-

ment Holdings, TIME Hotels, Jumeirah Group,

out a doubt, its busiest installment since the inevita-

Emaar Hospitality, Premier Inn and Rotana, to

ble lull following the global recession, with the aisles

name but a few, all made announcements to roll

once again, packed to the rafters.

out both current and brand new mid-market hotel and hotel apartment concepts across the region.

dited figures yet to be released, was more than

Dubai and Saudi Arabia have been earmarked

matched by the numerous property announce-

for the biggest roll out of three- and four-star

ments made during the week.

brands given the nature of their guest demograph-

Nearly all of the major hotel chains, as well as

ics – Dubai with its diversified multi-cultural mix

smaller independent companies, revealed details

of business and leisure travellers seeking high-

of new property signings as part of ambitious

quality value for money options and KSA with its

and often fast-tracked regional expansion plans.

young and tech-savvy population dominated by

This was bolstered by additional pipeline an-

the 18 to 25 age group.

nouncements made at the Arabian Hotel Invest-

As ATM and AHIC came to a close, the DTCM

ment Conference (AHIC), which ran concurrently

revealed that of the 50,000 to 70,000 additional

with ATM and highlighted the decidedly upbeat

hotel keys planned for Dubai between now and

hotel investment sentiment globally.

2020, around 20,000 to 35,000 would be in the

In fact JLL’s update on the transactional mar-

mid-market category. In 2014 alone, of the 44 new

ket of hotels globally revealed that US$68 billion

hotels and hotel apartments that came online, 13

worth of global deals were anticipated in 2015,

hotels came from the four-star sector and nine

the third highest on record and a 15% increased

apartments fell into the standard classification.

on 2014 levels.

“The hotel industry has seen an increase in di-

Speaking at AHIC, JLL’s global CEO for its Hotel

versification largely due to rise in demand from

& Hospitality Group, Mark Wynne-Smith, said the

price-conscious international tourists and busi-

investment market was “very active”, characterised

ness travellers who want something other than a

by a “huge amount of cross-border transactions”. He

full five-star luxury experience at premium prices

expected 30% of deals taking pace this year to rep-

in the form of mid-market hotels,” confirmed

resent capital moving from one region to another.

Mark Shea, head of hospitality for Faithful+Gould

JLL’s 2015 Middle East Hotel Intelligence Report,

Middle East, speaking at AHIC.

which was also released at AHIC, revealed the Mid-

“Medical and religious tourism are also fuel-

dle East and Africa (MEA) region continues to wit-

ling the growth of the mid-range market which

ness solid hotel development activity as destina-

could provide profitable long-term investment

tion-building goes full steam ahead. The UAE

opportunities.”

remains investors’ top pick due to high-profile gov-

It’s a market ripe for the picking marking ex-

ernment-led tourism infrastructure initiatives, with

citing times indeed for a Middle East hospitality

KSA and Oman and Qatar all gaining favour too.

industry flourishing once again.

The luxury hospitality market continues to dominate the region’s hotel investment agenda for now, however, announcements made at both AHIC and ATM were decidedly mid-market focused in recognition of the huge gap between de-

HOTEL NEWS ME JUNE 2015

TOO DARK

GEMMA GREENWOOD Executive Editor

THE PROFESSIONAL PERSPECTIVE FOR THE HOSPITALITY INDUSTRY JUNE 2015 | WWW.HOTELNEWSME.COM

Eastern promise

This swell in delegate numbers, with actual au-

Millennium

Days’ of the mid-2000s when market optimism

The true potential of the Chinese travel market unveiled

ALL EYES ON EGYPT

STARWOOD STRATEGIES

MAN ON A MISSION

Investment boom swells market confidence

MEA pipeline tops 37 properties

Mövenpick’s new VP development

LOVING THE CHINESE THEME, NEEDS SOMETHING MORE?

THE PROFESSIONAL PERSPECTIVE FOR THE HOSPITALITY INDUSTRY JUNE 2015 | WWW.HOTELNEWSME.COM

Eastern promise

Market (ATM) I was taken back to the ‘Halcyon

The true potential of the Chinese travel market unveiled

ALL EYES ON EGYPT

STARWOOD STRATEGIES

MAN ON A MISSION

Investment boom swells market confidence

MEA pipeline tops 37 properties

Mövenpick’s new VP development

BETTER, CLOSER TO THE STORY, THE ABSTRACT IS GREAT

THE PROFESSIONAL PERSPECTIVE FOR THE HOSPITALITY INDUSTRY JUNE 2015 | WWW.HOTELNEWSME.COM

Eastern promise

Pacing the floors at last month’s Arabian Travel

The true potential of the Chinese travel market unveiled

ALL EYES ON EGYPT

STARWOOD STRATEGIES

MAN ON A MISSION

Investment boom swells market confidence

MEA pipeline tops 37 properties

Mövenpick’s new VP development

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REGIONAL NEWS

NEWS

WHO SAID THAT?

Dubai's successful mid-market push unveiled at ATM Dubai’s efforts to meet its 2020 tourism targets by broadening its destination offering are starting to pay dividends, with the emirate’s hotel sector backing the strategy to the hilt. An upcoming swell in mid-market accommodation supply designed to cater to pent-up demand for valuefor-money lodgings was evident at last month’s Arabian Travel Market (ATM) where numerous operators unveiled expansion plans across this market segment. Hilton Worldwide and UAE-based Wasl Hospitality and Leisure highlighted their plans to introduce the Hampton by Hilton brand with the 2017 opening of Hampton by Hilton Dubai Al Qusais and Hilton Garden Inn Dubai Al Garhoud adding more than 550 guest rooms to the inventory. Prior to this, two Hilton Garden Inn properties will open in Dubai later

this year, with a third slated to open at Mall of the Emirates in 2016. The newly launched Rove Hotels brand, a partnership between Dubai companies Emaar Hospitality Group and Meraas Holdings, was also showcased, with six properties opening in Dubai before 2020, including Rove Za’abeel (pictured), later this year. Meanwhile Jumeirah introduced its first mid-market brand Venu to the ATM crowd with the first proper-

fee that is levied on the room rate for each night of occupancy for a specific timeframe; the reduction of the construction approval process period to two months; setting up a one-stop shop for all sector approvals; and allocating government land to develop three- and four-star properties. “Dubai is well known for its impressive array of luxury properties, but we are keen the city also caters to those on a more restricted budget by offering high-quality mid-market accommodation,” said Issam Kazim, CEO of Dubai Corporation for Tourism and Commerce Marketing (DCTCM). “As we work towards meeting our Tourism Vision for 2020 of attracting 20 million people a year to the city, we want to ensure that our accommodation caters to all categories of visitor.”

"WE ARE KEEN THE CITY ALSO CATERS TO THOSE ON A MORE RESTRICTED BUDGET"

HOTEL NEWS ME JUNE 2015

ty planned for Bluewaters Island project. The spike in mid-market property announcements is in part due to the success of Dubai Government incentives to encourage investors to roll out this type of accommodation in a short time frame. Directives include waiving the 10% municipality

"WE EXPECT DEMAND FOR QUALITY, VALUE-FOR-MONEY BRANDS TO CONTINUE TO GROW IN THE MIDDLE EAST, WHICH REMAINS WOEFULLY UNDER-SUPPLIED WITH INTERNATIONAL BRANDS IN THE MID-MARKET SECTOR" DARROCH CRAWFORD, SENIOR VP, PREMIER INN MEA

GO FIGURE

93,030 THE NUMBER OF HOTEL KEYS IN DUBAI AS OF JANUARY 2015 THE FIGURE WILL RISE TO BETWEEN

140,000 &

160,000 BY 2020 (SOURCE: DTCM)

7.8% THE INCREASE IN DUBAI'S HOTEL INVENTORY TO 659 PROPERTIES IN 2014 (SOURCE: DTCM)

JUNE 2015 HOTEL NEWS ME

REGIONAL NEWS

WHO SAID THAT?

HOTELBEDS EXPANDS IN MEA & TURKEY

150...

“THE AVAILABILITY OF FAMILY SUITES AND VILLAS IS THE

Pascal Gauvin, chief operating officer, India, Middle East & Africa, IHG, announcing plans to open the hotel group's second Indigo-branded property in Dubai. Due to open in the first half of 2017, the 170-room Hotel Indigo Dubai The Sustainable City (TSC) will be part of Dubai’s first sustainable integrated development. The hotel will be a Net Zero energy building, where 100 percent of its energy needs will be met by solar power. All waste water produced by the hotel will be recycled, and all material waste will be sorted at source and then recycled.

GO FIGURE

76,473

"HOTEL INDIGO DUBAI THE SUSTAINABLE CITY WILL SET US APART – IT WILL BE A TRULY UNIQUE HOTEL"

MOST IMPORTANT CONSIDERATION FOR TRIPS WITH

THE NUMBER OF FIVE-STAR CHAIN HOTEL ROOMS IN THE GCC PIPELINE, 60% OF ALL UPCOMING INVENTORY (SOURCE: VIABILITY)

TEENS (57% SELECTING VERSUS 38% WITH YOUNGER CHILDREN)” SCOTT BOOTH, RESEARCH DIRECTOR – HEAD OF TRAVEL, TOURISM & LEISURE, YOUGOV ME

42% THE PERCENTAGE OF MIDDLE EAST ROOM INVENTORY DOMINATED BY GLOBAL HOTEL BRANDS (SOURCE: TRAVELPORT GDS)

...the number of new HotelBeds deals in the region Global bedbank Hotelbeds has signed deals with selected properties in gateway cities across the Middle East, Turkey and Africa (META), presenting a new distirubiton model for hoteliers. The company signed more than 150 new agreements in 2014 in a move it says decreases the risk for its hotel partners by breaking from the traditional net or commissionable rate contracting models. “With this new formula we are offering a truly long term, consistent and guaranteed revenue stream to property owners," remarked Hotelbeds managing director Carlos Muñoz. There are currently 72,000 hotels in the Hotelbeds database.

Dusit signs first KSA project Dusit International has given the green light to its first project in Saudi Arabia after signing a joint venture agreement with its new local partner in the kingdom, Dyar Hotels and Resorts. The 211-key Dusit Thani Jeddah will open in 2018, kick-starting the Thai hospitality group’s expansion campaign across the kingdom, with five additional projects already under negotiation as part of the JV. They will be located in Mekkah and Medina, revealed Dusit International’s vice president sales and marketing, Erena Chan. “And to support our expansion in Saudi Arabia, we recently opened a regional sales office in Riyadh,” she said. “It’s a strategic move because the kingdom is also the number one GCC 10

HOTEL NEWS ME JUNE 2015

source market for Dusit International properties in Dubai, Abu Dhabi, Cairo and the Maldives.” The Dyar JV has also led to a management agreement signed for the dusitD2 Salwa Doha. “The D2 brand is designed for the new generation of travellers and is design- and technologyfocused,” explained Chan. Dusit International has also strengthened its relationship with UAE partner Al Masar Holding, signing the dusitD2 TECOM Dubai and the dusitD2 Residence Al Manzel Abu Dhabi, both set to open in early 2016. The extension of the eightyear partnership will also see Dusit Residence Dubai Marina renovated and relaunched in July 2016 as the Dusit Thani Residence Dubai Marina.

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REGIONAL NEWS

"MID-MARKET HALAL TOURISM IS A KEY GROWTH AREA FOR US. OUR MARKET INTELLIGENCE SHOWS, HALAL-FRIENDLY HOTELS WILL CONTINUE TO CLAIM BIGGER MARKET SHARE GIVEN THE BUSINESS OPPORTUNITY AND DEMAND" LAURENT VOIVENEL, CEO, HMH - HOSPITALITY MANAGEMENT HOLDINGS

GO FIGURE

$93 billion VALUE OF KSA HOSPITALITY MARKET OVER THE NEXT FIVE YEARS (SOURCE: SAUDI HOTEL SHOW)

30% THE NUMBER OF GLOBAL TRAVELLERS SEEKING HALAL OPTIONS BY 2030 (SOURCE: HMH)

Millennium & Copthorne on mega expansion drive Millennium & Copthorne MEA unveiled a medley of new properties and hotel concepts across the UAE and Oman at last month’s Arabian Travel Market (ATM) as the hotel company embarks on a huge regional expansion drive. Announcements included the signing of four Dubai properties and two in the Sultanate of Oman, including the global debut of the new eco-lifestyle brand, Agarwood. It takes the hotel firm’s MEA pipeline to 30-plus properties, more than doubling its regional portfolio to more than 50, compared to the 21 currently in operation. Three of the four upcoming Dubai properties will operate under Millennium & Copthorne’s new contemporary budget concept, Studio M, located in Dubai World Central (DWC), Dubai Investments Park and Al Barsha. The move is part of the company’s extensive Middle East expansion strategy for the brand, which in-

HOTEL NEWS ME JUNE 2015

cludes extending its footprint in as many as 25 urban locations across the GCC in the next five years. The first Studio M opens in Riyadh later this year and Millennium & Copthorne’s director of marketing and branding, MEA, Stephen Kamat, is confident the brand will go big in the KSA market. “In Saudi Arabia we see a large development opportunity for Studio M and we might look at a development fund to really build a strong pipeline,” he said. “I can see us developing upwards of 20 to 25 Studio M properties in the kingdom alone.” Millennium & Copthorne Hotels MEA president and CEO Ali Hamad Lakhraim Alzaabi said there was "tremendous potential" for Studio M in the region. "We believe this market segment is under supplied and there is still a strong demand for quality three- and four-star brands with international standards,” he said. A Studio M has also been an-

nounce for Muscat. Located in the Al Hail district along the Sultan Qaboos Highway, the 302-key property is due to open in 2017. It’s one of two new properties signed with Al Madina Hotels & Resorts, the hospitality arm of Al Madina Real Estate Company last month. The other property will mark the international debut of Millennium & Copthorne’s new eco-lifestyle brand, Agarwood. Due to open in Salalah in 2017, the exclusive 286key resort will encompass a hotel, villas and apartments. It will feature an all-day specialty restaurant serving fresh produce, a wellness spa, business centre, kids’ club, retail outlets and ballroom. Back in the UAE and Millennium & Copthorne MEA has opened its first property in Fujairah. The 20-storey upscale Millennium Hotel Fujairah (pictured) has 221 guest rooms and suites and is linked to Fujairah Mall – the city’s new retail destination.

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WORLD NEWS

Qatar Airways acquires second hotel property outside Qatar Qatar Airways has acquired the Novotel Edinburgh Park Hotel in Scotland, marking its second property purchase outside of Qatar this year. The centrally-located hotel will continue to be managed and operated under the Novotel brand by the Accor group. The first acquisition made by the airline earlier this year, was the Sheraton Skyline Hotel at Heathrow Airport in London. On its home territory, Qatar Airways also owns the five-star Oryx Rotana Hotel in Doha and runs the new airside Hamad International Airport Hotel. “The Novotel Edinburgh Park is an excellent addition to our

Julia Sattel, senior vice president Airline IT, Amadeus, comments on the findings of the technology firm's Future Traveller Tribes 2030 report, which unveils six emerging travel groups based on behaviour, not age.

GO FIGURE

WHO SAID THAT? "I AM CONFIDENT THAT IN THE NEXT COUPLE OF YEARS, ROTANA WILL BE ANNOUNCING DEVELOPMENTS IN

HOTEL NEWS ME JUNE 2015

THE NUMBER OF GLOBAL TRAVELLERS ANNUALLY BY 2030 (SOURCE: AMADEUS)

MAJOR CITIES SUCH AS LONDON, PARIS, MUNICH, HAMBURG AND MOSCOW

7.4%

TOO” OMER KADDOURI, PRESIDENT AND CEO, ROTANA

1.8 billion

“IN 2030, TRAVEL COMPANIES THAT ARE ABLE TO PACKAGE OFFERS FOR CUSTOMERS BASED ON UNDERSTANDING WHAT DRIVES THEIR BEHAVIOUR, WILL WIN”

THE YEAR-ON-YEAR RISE IN GLOBAL AIR PASSENGER TRAFFIC IN MARCH 2014 (SOURCE: IATA)

travel portfolio, complementing our five-star hotel the Oryx Rotana in Doha and Sheraton Skyline Hotel Heathrow, making it easy for passengers who wish to spend some time in Edinburgh before travelling further afield in Scotland," explained Qatar Airways group chief executive, His Excellency Mr. Akbar Al Baker. The hotel is located within 15 minutes of Edinburgh's international airport and is 25 minutes from the city centre by tram. It offers 170 rooms and suites; five purpose-designed meeting rooms for up to 170 people theatre style; an indoor pool, gym, and sauna; and food and beverage offerings.

188sqm THE SIZE OF THE SHANGRI-LA SUITE AT THE SHANGRI-LA HOTEL, AT THE SHARD, LONDON - ONE OF SEVERAL SIGNATURE SUITES RECENTLY LAUNCHED

Shangri-La Hotel, At The Shard, unveils new suites Shangri-La Hotel, At The Shard, London has unveiled its the three final and most spectacular suites. The Signature Suites include one of the largest and most extraordinary hotel suites in London, the Shangri-La Suite. At 188 square metres and residing on Level 39 of Renzo Piano’s iconic skyscraper, The Shard, guests access this one-bedroom suite via a private lift. There's also 24-hour personal butler service, a private chauffeur service, sumptuous living areas with entirely custom-designed furniture 180-degree views of London.

AFFORDABLE LUXURY FOR ALL

FACE TO FACE

YOTEL CEO Hubert Viriot explains how the brand’s Dubai debut will introduce the Middle East market to a new hospitality concept with strong expansion potential

Hubert Viriot

“WE ARE CERTAIN THAT YOTEL DUBAI WILL BE A SUCCESS AND WE WILL USE THIS AS A PLATFORM TO SHOW THAT THERE IS ROOM IN THE MARKET FOR LUXURY ON A SMALLER SCALE”

OTEL recently announced plans to open its first property in Dubai – a move that kick-starts its ambitious Middle East expansion campaign. The hospitality firm, an affiliate company of Kuwait-listed IFA Hotels & Resorts KSCC, signed a longterm agreement with Dubai Investment Properties LLC (‘DIP’) to operate YOTEL Business Bay, which is due to open in 2018. The 42-storey YOTEL Business Bay will boast 438 ‘cabins’, furnished with the brand’s signature Techno Walls and Smart Beds, as well YOTEL’s exclusive Club Lounge - a multi-function

HOTEL NEWS ME JUNE 2015

co-working and recreational space. The property will also feature 127 serviced apartments managed by YOTEL. The brand’s Dubai and Middle East debut marks the start of an aggressive regional roll out plan, with YOTEL also in advanced negotiations for potential properties in Riyadh, Jeddah, Istanbul and Abu Dhabi. Here, YOTEL CEO Hubert Viriot, outlines the company’s plans.

new Dubai Water Canal Project, which will soon feature myriads of restaurants, luxury housing and walkways.

What does YOTEL bring to the UAE market that’s different? Affordable luxury: a thoughtfully designed and decorated room that has the luxuries of a great bed, rain shower and techno-wall in a more economic footprint. For YOTEL, the property is different Why did you select Dubai for your because it’s our first foray for YOTEL next YOTEL? the brand into a mixed-use BUSINESS BAY Dubai is one of the most dydevelopment, thanks to namic cities in the world and the the introduction of the 42-STOREYS natural hub of the Middle East, hotel apartments. Lucka region with huge potential for ily, we have IFA Hotels 438 ‘CABINS’ our brand. It also features the & Resorts’ experience in world's busiest airports by intermixed-use developments, and national passenger traffic, which fits specifically in Dubai, to guide us perfectly with our customers’ global profile. through the process. Dubai has always been a strategic destination for YOTEL. We have been scouting the city Given Dubai Government’s ambitious for a long time; searching for the right partners visitor targets and its goal to diversify and the right location. Our patience has paid its accommodation offering to meet these dividends; DIP is a fantastic partner with an goals, what potential is there to open more invaluable experience in the local market. than one hotel in the emirate? Business Bay is the ideal location for Stay tuned for more on this. Discussions are YOTEL. It is quickly becoming the city’s currently underway. natural CBD owing to its central location, excellent infrastructure and easy accessibilHow will the Dubai YOTEL help set the scene ity. Our site is particularly advantageous, for further property openings region wide? located directly on Sheikh Zayed Road, just We are certain that YOTEL Dubai will be a steps away from the metro station and the success and we will use this as a platform to

show that there is room in the market for luxury on a smaller scale. We already know there’s a market for hotel apartments, so that aspect of the project’s success is almost a given. Once we can show there is a market segment for this type of daily accommodation, we can roll it out anywhere in the region. What are your target markets regionally for the brand and given your advanced discussions Middle East wide, where will we see the next YOTEL announcement and why? We have big plans for YOTEL in this region. Firstly, we see huge potential in the UAE where we could operate multiple properties in Dubai and Abu Dhabi. In the GCC, we are currently analysing opportunities in Oman and Saudi Arabia. Although these markets are very different from each other, they both have attractive tourism growth prospects given there is limited hotel supply, particularly in the affordable luxury segment, which is virtually non-existent. Further afield we are actively looking for partnerships in Turkey. FACT

What’s the long-term growth plan for YOTEL in the region? The Middle East is an important market for YOTEL in light of its strategic location between Europe and the Far East and given its rapidly growing economies. We see huge potential for our brand. However, it is too early to pinpoint an exact figure in terms of properties or keys. The most important priority for us is to establish the right partnerships with top local developers and identify the top sites. Thereafter we can grow very rapidly.

127 SERVICED APARTMENTS MANAGED BY YOTEL

What’s your target market for these properties? We like to think that we cater for most markets with YOTEL given our short- and long-stay offering. Obviously, it’s a great option for business travellers, but the concept is also ideal for leisure travellers who want to enjoy the many attractions of Dubai in comfort and at an affordable price. There are many visitors to Dubai who come for the food, shopping and nightlife and they don’t want to spend money on a beachfront hotel looking at an ocean they have no intention of swimming in. How important is the Middle East market in YOTEL’s overall global growth INTERIORS strategy? YOTEL has embarked on a global SIGNATURE expansion plan, starting with North TECHNO America, Europe and the Far East. WALLS AND Having said that, the Middle East SMART is very attractive for our brand as it BEDS is home to most of the world’s superconnector airlines including Emirates, Etihad and Qatar Airways. The region therefore benefits from huge tourism inflows from all parts of the world. The domestic

JUNE 2015 HOTEL NEWS ME

FACE TO FACE

YOTEL’s Dubai property will offer visitors affordable luxury

SOCIALISING

market is also interesting given its high internet usage and IT penetration, which fits well with our brand. GCC tourists are also increasingly sophisticated and tend to travel frequently to locations where our brand is present. What trends are you noticing at current YOTELs in terms of booking patterns, demographics, customer demands? YOTEL caters to vary wide range of travellers including boomers, Millennials and generations X and Y. One thing our guests all have in common is very high technology acceptance and wide use of web applications and services. YOTEL therefore invests significantly in new technologies to improve guest experiences and provide maximum flexibility. For instance, we were the first brand to replace traditional reception desks with internet kiosks, therefore reducing the checkINFASTRUCTURE in and check-out time to only a EXCLUSIVE few minutes. At CLUB airports, we allow LOUNGE guests to check-in or out at any time and charge them at 18

HOTEL NEWS ME JUNE 2015

an hourly rate. We constantly search for new innovations and upgrade our existing web applications on a very regular basis. As a result, more than 50% of our guests book directly through our own distribution channels.

CLOSE TO THE DUBAI METRO AND DUBAI WATER CANAL PROJECT

ABOUT YOTEL Inspired by first class travel, YOTEL translates the language of luxury airline travel into small but luxurious ‘cabins’. Uncompromisingly designed around guest requirements, YOTEL City hotels take the essential elements of luxury hotels but translate them to smaller, smart spaces and deliver a sense of community with areas for co-working, social gatherings and exercise. Premium cabins include luxury bedding, rejuvenating monsoon rain showers, relaxing mood lighting and YOTEL’s signature ‘techno wall’ with smart TVs, multi power points and easy connectivity. YOTEL Airport hotels have been conceived with business travellers in mind, providing everything a guest needs to help them to relax, refresh and sleep. Guests can choose exactly what time they would they like to check in and out, giving total flexibility to travellers in transit. YOTEL currently operates three airport hotels at London Gatwick, London Heathrow and Amsterdam Schiphol airports; and one city hotel in New York. The company is expanding rapidly with seven new hotels under development globally, including two new airport hotels set to open at Paris Charles de Gaulle Airport (2016) and Singapore Changi Airport (2018); and five new city hotels currently under construction in Williamsburg, Brooklyn (2017) Singapore Orchard Road (2017), Miami (2017), San Francisco (2017) and Dubai (2018). Founded by YO! Founder Simon Woodroffe OBE, YOTEL’s HQ is in London and has offices in Boston and Dubai. Its major partner and shareholder is IFA Hotels and Resorts KSCC based in Dubai.

THE PANEL

STAFF MATTERS

This month Hotel News ME talks to a group of Human Resource specialists to discuss the changing role of HR, the challenges of retaining staff and how technology is shaping up the ways potential candidates are selected

The experts

PIERRE BASMADJIAN, DIRECTOR HUMAN RESOURCES, NOVOTEL ABU DHABI

DEBRAH DHUGGA, MANAGING DIRECTOR, DUKE’S COLLECTION

FARIDA AL RAISA, DIRECTOR OF HUMAN RESOURCES, SHANGRI-LA ABU DHABI

How has the role of HR changed across hotels in

of someone passionate about people, interested not

the ever-growing war for talent and companies are

recent years?

only to promote a hotel or to fill vacancies but also

much more focused on better recruiting, develop-

to share a common passion and identify potential

ing and retaining the talent they have.

Barhouche: The role of HR has most definitely

committed employees and create a successful and

changed, as it has moved from an admin function to

positive work environment.

an evolution of a more of a business partner approach,

Ignatius: I would say that technology and the impact of ‘millennials’ as a dominant force and growing

especially in the Middle East where the process is very

Ignatius: The role of HR and of human resource

population have the biggest impact, and contributed

much admin driven.With the UAE government so

professionals is constantly changing as the business

to the changes that we are now seeing and evaluat-

focused on hospitality and tourism, I think the next

world continues to evolve and as the hospitality

ing, add to that the fact that technology is evolving,

few years will be an interesting time for the industry

industry discovers new issues of importance. With

with information easily accessible and people/em-

here. Training colleges and institutes will be set up to

increased emphasis on employee engagement, organ-

ployees far more cognisant of a company’s standing

develop the skills for the people who will then execute

isations are recognising the importance of facilitating

and performance in the public domain, HR must be

the plans for Expo2020. Building hotels is necessary,

communication between their teams. Simply put,

extremely transparent in its communications efforts.

but you also need talented people to run these hotels.

organisations today are realising that people are the

Overall, having a dynamic approach and being open

key to success. After all, when people within an or-

to change is how we increase our efficiency.

Solle: The role of HR has changed significantly over

ganisation succeed, the entire company is bound to

the past few years, but it is definitely moving in the

follow suit.The role of HR is dynamic in itself. HR

Basmadjian: The fluctuating economies, the

right direction. We believe that HR is an integral

management has shifted to becoming a discipline

integration of generation Y characterised by their

part of the hotel business to ensure that all areas

that is founded on increased personalised effort.

drive, opportunism and high mobility coupled with

of the team are supported. We’ve spent time with

the technological breakthroughs and the increased

each department to help them not only understand

Basmadjian: The HR role has grown increasingly

connectivity of the workforce with the outside world

their own goals, but also the wider business strategy

challenging and complex in recent years and contin-

through social media and other online platforms

and financial targets. We believe it’s important to

ues to evolve from being an administrative function

have prompted this change.

observe our associates in action to help determine

to a department with strategic value to organisations.

the trends in customer service and the positioning

Candidates have now the opportunity to make informed decisions about the companies they aspire

of the Courtyard by Marriott World Trade Center,

What would you say has encouraged this change

to work for based on easily accessible information

Abu Dhabi. This in turn helps us to make the right

in the role of HR, and what do you expect to see

available online.

recruitment decisions in terms of strategy and the

in the future?

best choices for our employees.

Solle: We’ve seen a shift in a slightly younger generaBarhouche: The attention to performance manage-

tion joining the team, which means it is important

Dhugga: Personal is the word that will best

ment has changed. The focus on employee welfare

to adapt to their needs and expectations, as they

describe the role of the modern HR. It is the job

has been a key topic over the last few years with

require a different style of management. I believe

HOTEL NEWS ME JUNE 2015

“WITHIN THE HOSPITALITY BUSINESS THERE IS A WAR FOR TALENT, BUT BY DEVELOPING INTERNAL TALENT THIS NOT ONLY EXTRACTS THE COMPANY FROM SUCH A WAR IN MANY CASES IT ALSO ALLOWS US TO GAIN A REPUTATION AS AN EMPLOYER OF CHOICE”

The experts

Duniletto

ALINE BARHOUCHE, AREA DIRECTOR HUMAN RESOURCES, MIDDLE EAST & SUB SAHARAN AFRICA, THE REZIDOR HOTEL GROUP

PETRA SOLLE, DIRECTOR OF HUMAN RESOURCES, COURTYARD BY MARRIOTT, WORLD TRADE CENTER, ABU DHABI

EDDIE IGNATIUS, CORPORATE DIRECTOR OF TRAINING & QUALITY ASSURANCE, TIME HOTELS

that in the future HR will focus on social media as

considered as a preferred place to work for many

a tool for recruitment and communication with our

people. It takes a mindset focused on efficiency,

new hires, especially as the majority of the younger

personal connections, service orientation, a desire to

generation use social media to explore the world,

exceed expectations, and several other key personality

so it’s important for us to be communicating in the

characteristics, to be successful in the business.

right places. Barhouche: Within the hospitality business there What would you say are some of the biggest chal-

is a war for talent, but by developing internal talent

lenges faced today?

this not only extracts the company from such a war in many cases it also allows us to gain a reputation as

Dhugga: All of these elements play their part in the HR daily challenge to find a qualified candidate to

an employer of choice. We’re seeing a trend towards the achievement of

employ. To try to avoid in part these challenges, you

nationalisation targets, especially in the GCC. The

must look for personal qualities in a potential candi-

biggest challenge we’ve encountered with this though

date, once you find the candidate that has qualities

is that job seekers are faced with so many options of

that mirror your company values, training will play

work in other industries. A national who is a fresh

a decisive and final part in making a candidate a

graduate will have the option to work in government

successful one.

or in finance among many other industries. What we really need to focus on is attracting national talent.

Solle: One of the biggest challenges a HR team faces, especially in the UAE, is staff retention as there

Basmadjian: It is a highly competitive market in

is so much competition from new hotels entering

terms of both sales and the attraction and retention

into the market. We focus on keeping our associates

of talent. A dissatisfied guest will choose to stay at

engaged in the hotel strategy and ensure they always

your competition the next time on a trip; the same

see the bigger picture. We find this means we have an

is true with your associates, if you cannot keep them

engaged team, who love working in the hospitality

engaged and satisfied at the workplace, they have

industry and understand that working with Marriott

plenty of other options to choose from.

offers long-term career opportunities. How can some of these challenges be overcome? Ignatius: The biggest challenge is to recruit people who have a passion for the industry and what they

Basmadjian: Keeping associates engaged, giving them

do. Unfortunately, the hotel sector is not necessarily

a sense of purpose, connecting them emotionally to

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JUNE 2015 HOTEL NEWS ME 21 090323_Anzeige_Duniletto_44x255mm.indd22.04.2013 1 17:53:35

THE PANEL

the workplace and rewarding them for their contribu-

What are the challenges when using an out-

skills to the level that we require for a five star luxury,

tion are key to overcome these challenges; and rewards

sourced company to find staff and are these re-

personalised service.

do not need to be always financial in nature.

cruitment agencies able to find the correct caliber of people matching the requirements of the hotel?

Solle: Effective communication from the leadership

Solle: When it comes to recruitment agencies you must ensure you’ve done your research so you know

team really helps to overcome challenges within the

Ignatius: The main challenge of using an outsourced

you’re using the right company. It’s important to

workforce. It’s important that every employee un-

recruitment company is that the process takes a very

build rapport and trust to help us get the most out of

derstands their goals and feels empowered to deliver

long time and in many instances, they are unable to

the relationship.

above and beyond to do a great job.

find the correct caliber of people that we are looking for.

As a company we believe in treating every em-

We value referrals and candidates that reflect a

ployee with respect, understanding each person has

unique set of characteristics and skills, and we find

different talents and giving people the opportunity

that too often, agencies are not able to handle ap-

to do a fantastic job everyday. We find this motivates

propriate filtering sensitive to our industry.

the team and in turn builds trust and loyalty.

What initiatives should be put into place to retain staff? Dhugga: Always focus on the long-term when managing people in a high performance environment. When you take someone on board do not have the

Ignatius: For example, creating more awareness

expectation that they’ll succeed in the role for which

about career opportunities in the hotel sector. This

you’ve hired them and assume they will stay in that

can be communicated at events such as career days

role forever. You need to think about their career.

or the promotion of internship opportunities.

The key is to lead your employees in finding out

Other ways to overcome these challenges include

how they can achieve their career goals within your

co-ordinating efforts with educational sector

company.

facilities in the community to create and deliver

Solle: It is important to offer excellent career and

hospitality business awareness or soft skills educa-

training opportunities, acknowledging our associates

tion programmes to encourage the next generation

as individuals and understand their strengths and

of hoteliers to enter the industry.

weaknesses to get the most out of people. Each individual has a well-structured review programme,

Dhugga: Every employee is motivated by different

including annual goal setting and a personal develop-

things, and retention strategies need to be person-

ment plan.

alised to the individual level. You have to ask yourself about what motivates you, money as an incentive is

Ignatius: We have to ensure that we provide for

a winner in the short term, however people are more

and communicate the clear career development

concerned with challenging work, personal and pro-

opportunities We allow employee to be creative,

fessional growth opportunities and work/life balance.

we empower them to express their talent, ideas and innovative tendencies. Most importantly, we provide

Al Raisi: We need to change our mind set. The mar-

them with continuous learning and development

ket is full of Gen Y & Z. It’s the generation of technol-

Basmadjian: The main challenge is always to find

that meets their needs and that is delivered in a way

ogy and social media and we need to adapt a corporate

the right caliber whose compensation expectations

that resonates with them personally and that they

environment to be able to attract and retain talent.

match the hotel pay and benefits scale. Another chal-

can absorb and retain.

lenge is the time it takes agents to sources profiles Barhouche: With both recruitment and retention a

that match your requirement.

greater focus is needed to ensure we stay competitive.

Basmadjian: There is no one formula for associate retention. The internal and external environments

Growing our talent pool will improve our competi-

Al Raisi: Recruitment agencies are vital business

must be carefully assessed to create the most effective

tiveness in the marketplace and reduce recruitment

partners today in the world of hospitality, however

initiatives that yield the best results. But gener-

time and costs.

before hiring or outsourcing its important that they

ally speaking, offering associates meaningful and

understand the organisations culture and needs.

challenging work that will stretch their capabilities,

We have recently introduced our Women in Leadership initiative to attract and retain a larger

agile learning and development opportunities and

pool of female talent for senior leadership positions.

Barhouche: We do use recruitment agencies but the

celebrating team and individual accomplishments

Women in Leadership is a business issue. It is all

danger is that, because they have a limited knowl-

have proven to be powerful tools for retention.

about removing barriers to support our long-term

edge of a company’s values, philosophy and culture,

growth.

they don’t always find the best fit for our needs.

How is staff turn-over dealt with?

with a top quartile of women in executive commit-

Dhugga: Agencies can provide a good level of

Barhouche: I believe dialogue is critical to the

tees perform better than companies with no women

professionalism, but then it is our duty to make sure

retention of our employees. In our hotels we have

at the top.

that we train these employees in order to raise their

monthly reports and ongoing discussions between

And according to McKinsey, 2013, companies

HOTEL NEWS ME JUNE 2015

THE PANEL

the heads of department and the general managers to

Sri Lanka and Philippines as well as from European

unearth and rectify sources of unhappiness or address

countries and African countries.

any issues the team may have. Ignatius: We pride ourselves on being a positive, Dhugga: Employers shouldn’t wait until people quit

energetic, genuine and straightforward employer and

to find out what they are dissatisfied with. One alter-

we work across an international selection of source

native to one-time exit interviews is to hold regular

markets to serve our requirements and guests and have

“stay interviews.” The main goal of a stay interview is

worked with a number of key source markets since we

to discover “What can we do to make you stay?”

began operations with most of our staff coming from India, Nepal, Pakistan, Bangladesh, Jordan, Syria,

Solle: Being a newly opened hotel, our staff turnover

Sri Lanka, Indonesia, Philippines, Kenya, Ethiopia,

is currently low but we are taking extra time to

Egypt, Morocco, Ukraine, Portugal, Uzbekistan,

review the reasons behind every resignation. On the

Tunisia, UAE, Greece and France. As we have new

occasion we have had someone leave, we ensure that

upcoming properties in UAE, Qatar and Egypt we

we understand all the reasons in the exit interview

are looking into having more of local UAE manpower

and gain valuable feedback on where and what we

(Emiratisation), Sweden, Qatar and Egypt. The UAE

need to improve on.

is an international hub that brings together people

Ignatius: The traditional methods of recruitment

from all over the world and TIME Hotels employs

are no longer suitable due to the introduction and

team members representing over 30 nationalities.

integration of new technologies. i.e. online candidate

Ignatius: Staff turnover should always be properly monitored and analysed. Each departing employee

screening and interviews on Skype against face to

should go through an exit interview and feedback

Barhouche: Obviously the local markets are our first

face. We deal with this by going back to basics and

should be seriously discussed among the management

stop for recruiting new team members as we would al-

keeping the process simple. We pride ourselves on

team for immediate action. Prior to accepting a resig-

ways prefer to recruit nationals to our hotels but we also

being flexible and adaptive. Exploring and adopting

nation, HR should meet the employee and find out

go beyond to other markets such as Asia Pacific. Lately

new approaches is key to ensure that we are up to

the reason. This is all ‘eleventh hour’ procedure and

we have also been looking at new emerging markets

speed on industry trends.

at TIME Hotels we believe that before an employee

such as Africa as potential pools for employees.

even starts to think about leaving, there must be a

Basmadjian: Technology improved the efficiency

comprehensive system of continuous communication

Basmadjian: The subcontinent and South East Asia are

of the overall recruitment process with the increased

and regular scheduled one-on-one meetings where

still key recruitment sources, while the Indian economy

usage of online recruitment systems and the elimina-

issues/concerns can be raised and dealt with, hopefully

has grown significantly in the past decade providing

tion of paper work within organisations.

leading to retention rather than resignation.

many job opportunities to its local workforce; the

Technological advancements and specifically

Indian market has still a lot to offer to this region in

social media drastically increased the online visibility

Basmadjian: A certain turnover percentage in an

terms of talent as many fresh graduates and experienced

of employers, their practices and the opportunities

organisation is always healthy; it gives the opportu-

candidates are attracted by this regions hotel reputations

they offer to candidates and employees. The online

nity to integrate new candidates with new ideas and

and their need for international exposure.

reputation of an organisation as an employer of

different perspectives. The key is to always have a

Since 2011, Myanmar has emerged as a new source

pool of candidates ready to take on the role both ex-

of talent. And while not a “new” recruitment market,

ternally and internally through succession planning.

the recent uprisings and turmoil in the Middle East

With such high turnover of staff reported across the

on the way we recruit.

shifted the recruitment efforts towards Morocco for its

Solle: There are constant updates on our Marriott

stability compared to the rest of the Arab world.

recruitment website which is really helpful. We personalise job vacancies with pictures of our associates

region, what are the key source markets for staff, and what new source markets are you looking into?

choice has and will continue to have a direct impact

How has technology impacted the ways in which

in action, making the application process faster and

you recruit?

accessible from all electronic devices but also utilising

Dhugga: A key market for recruiting staff is via

social medial such as Facebook, Twitter and LinkedIn.

the Hotel Management School, they are able to

Barhouche: Social media has helped companies reach

provide candidates with a good academic hospitality

out more easily to a younger, more socially accessible

background and a good attitude to problem solving;

generation. The ease of using emails as a primary

characteristics that are necessary to achieve a success-

method of communication and the use of online

ful career in hospitality

applications has drastically reduced the time spent in recruitment. With just the click of a button candidates

Solle: In our hotel we wanted to create a very

can explore multiple job opportunities and respond to

multicultural environment and we currently we have

them all simultaneously, while texting, ‘friending’ and

thirty-seven nationalities working under one roof.

surfing. Social networking is most certainly the hottest

We have a good base of associates from India, Nepal,

new recruitment strategy right now.

“EMPLOYERS SHOULDN’T WAIT UNTIL PEOPLE QUIT TO FIND OUT WHAT THEY ARE DISSATISFIED WITH. ONE ALTERNATIVE TO ONE-TIME EXIT INTERVIEWS IS TO HOLD REGULAR STAY INTERVIEWS” JUNE 2015 HOTEL NEWS ME

COVER STORY

EASTERN PROMISE

The Chinese outbound travel market is booming presenting the Gulfâ&#x20AC;&#x2122;s hotel industry with opportunities galore to tap into its multi-faceted traveller profile, from religious tourists to high-spending shopaholics

HOTEL NEWS ME JUNE 2015

COVER STORY

hina is becoming the largest source market for international travel with 67.5 million trips taken by Chinese travellers in 2014. Annual Chinese arrivals are expected to hit the 97 million mark by 2023, following a growth trajectory of 5.1% per annum over the next decade. These headline statistics are outlined in a recent Oxford Economics report, The Future of Chinese Travel – The Global Chinese Travel Market, commissioned by InterContinental Hotels Group (IHG). The in-depth study provides valuable insights into Chinese traveller behaviour, which is increasingly shaping the business strategies of the world’s major tourism and hospitality industry players. The study found leisure tourism currently accounts for 59% of total Chinese travel and tourism spending, but this is expected to rise to 62% by 2023. Urban holidays are overwhelmingly popular, with 85% of Chinese outbound travel to major cities around the world. “However, more than 80% of Chinese international travel is currently to short-haul destinations in Asia such as Macau and Hong Kong,” notes David Goodger, director Europe & Middle East, Tourism Economics, an Oxford Economics company that conducted the report research. “Those Chinese tourists who do travel to long-haul destinations tend to prefer large established city destinations featuring well-known attractions.” He says group package tourism remains popular whereby Chinese tourists take tours of countries and regions with a large number of city destinations and high-profile attractions in close proximity. For this reason, multi-city leisure trips to Europe and America are top picks when travelling outside of Asia In fact New York City, Los Angeles and Tokyo are the top three city destinations for Chinese travellers in terms of number of visits. However, length of stay in these cities is far lower than that of Chinese traveller stays in Asia Pacific cities such as Bangkok and Pattaya in Thailand and Sydney and Melbourne in Australia. Nearly 92.5% of total Chinese outbound travel spending is received by major global cities, according to the study. This figure drops to 44% if you exclude Hong Kong and Macao, highlighting the popularity of these familiar locations. “The largest city markets for Chinese travel spending are mostly found in the Asia-Pacific and the US,” says the report. “However, spending growth over the next decade will see more long-haul cities rise to the top.”

ANNUAL ARRIVALS FROM therefore attract increasing numbers of CHINA WILL TOTAL NEARLY Chinese travellers, whether for stopovers or dedicated leisure trips. The UAE is the most obvious contender for the Chinese travel market, with Dubai and Abu Dhabi providing strong air links to China, GLOBALLY BY 2023 led by their respective flag carriers, Emirates and Etihad Airways respectively, but also facilitated by Chinese and Asian carriers.

97 million

In 2014, Dubai received 344,329 visitors from China, a 24.9% increase on 2013 figures, according to Dubai’s Department of Tourism & Commerce Marketing (DTCM). It meant China moved from 10th to seventh position in the top 10 source markets for visitors to Dubai. “This surge can be attributed to the growth in the number of Chinese travellers who are increasingly looking to travel outside of China, and the combined efforts of DTCM and its aviation and hospitality partners to position Dubai as a destination of choice for such travellers,” says Issam Abdul Rahim Kazim, CEO of the Dubai Corporation for Tourism and Commerce Marketing (DCTCM), the promotional arm of the DTCM. “With sightseeing and shopping high on the agendas of these leisure travellers, Dubai is an ideal destination, and for business travellers, the emirate provides access to the wider MENASA [Middle East, North Africa, South Asia] region and to Africa and South America. Dubai also offers the largest Chinese trading hub outside of China – DragonMart - with plans for expansion currently underway.” DTCM and DCTCM efforts to boost Chinese visitor numbers have been extensive. In China, the entity runs four representative offices and also runs joint awareness campaigns with China Southern Airlines, which operates numerous daily scheduled flights from both Xing Jiang and Lanzhou to Dubai. The DTCM is also working on promotions with major OTAs to drive more visitors to the emirate. “The Chinese market is incredibly important to us and our strategy is to position Dubai as a foremost destination for leisure and business by continuously evolving our diverse tourism offering,” says Kazim. “Travellers from China’s growing middle class are looking for new experiences and we must be one of the global ‘must-visits’ to benefit from the first wave of international travel from this market.”

MIDDLE EAST POTENTIAL TRAVEL FROM CHINA TO MECCA AND MEDINA WILL RISE BY

50% BY 2023

Destinations that are well connected by air and easy to access in terms of their visa policies are set to gain the most from the Chinese travel market in the future, according to the report. Goodger says Middle East cities that connect east to west through their aviation hubs will

JUNE 2015 HOTEL NEWS ME

COVER STORY

“OUR RESEARCH PROJECTS THAT ABOUT 90 MILLION CHINESE HOUSEHOLDS WILL BE ABLE TO TAKE LONG-HAUL TRIPS BY 2023 AND WE ANTICIPATE THAT OUR MIDSCALE BRANDS WILL BE IN DEMAND BY THOSE TRAVELLING OVERSEAS FOR THE FIRST TIME” PASCAL GAUVIN, COO INDIA, MIDDLE EAST AND AFRICA, INTERCONTINENTAL HOTELS GROUP (IHG)

Abu Dhabi is also making a beeline for the Chinese market folChina’s Muslim population is a top target market for the region given lowing a promising 2014 when arrivals from the Republic rocketed the obvious affinities and it’s a demographic on a growth trajectory. 166% year on year and guest nights increased 145%, according to According to Pew Research cited in the report, 1.85% of China’s Abu Dhabi Tourism & Culture Authority (TCA Abu Dhabi) figures. population was Muslim in 2010, representing a 38.4% increase on In the first quarter of 2015, China became the emirate’s largest the two prior decades. overseas source market for the first time ever, with guest arriv“The rapid expansion of China’s Muslim population has resulted als reaching 64,098, up 99% on Q1, 2014. Similarly, in inflated demand for travel from China to centres of the Chinese visitor guest nights at Abu Dhabi’s hotels Islamic faith,” the report continues. MORE THAN and hotel apartments increased 82% to 91,449 “Medina and Mecca have largely benefited from this for the same period. trend.” To build on this progress, TCA Abu Dhabi Goodger stresses the Chinese Muslim population and its key travel and tourism stakeholders is expected to grow by almost 30% by 2030, driving recently led a five-city roadshow in China “considerable growth” in demand for travel to Islamic OF CHINESE taking in Beijing, Shanghai, Chengdu, destinations of note. INTERNATIONAL TRAVEL Guangzhou and Hong Kong. IS TO MAJOR CITY “It is important for us to continue to build BIG SPENDERS DESTINATIONS momentum in China given it’s now our largest Goodger also believes the UAE’s current and upcoming overseas source market, overtaking the UK, India and large-scale retail and entertainment attractions will drive Chinese Germany,” says TCA Abu Dhabi director promotions & leisure tourism to the region given the Chinese are notorious big overseas offices, Mubarak Al Nuaimi. spenders when travelling overseas. “We need to encourage our Chinese visitors to experience more Between 2007 and 2013, Chinese per-trip spending growth averaged of our constantly expanding range of tourism offerings and to spend 15% – compared to 7.5% over the previous 10 years - the report found. longer in the emirate.” In 2013, travellers from China spent just over $1,400 per visit on average, falling just behind those from the UAE, Iran, Saudi Arabia, Brazil, Norway, and Australia – the top origin markets for per-trip LONG-STAY MARKETS Although Dubai and Abu Dhabi currently receive far fewer Chinese spending. However, they tend to spend more per night because their travellers on average relative to other parts of the world, the Oxford trip length is relatively low. Economics study emphasises their tendency to stay longer for two “Sizeable gains in Chinese household income over the next eight main reasons. years will be accompanied by greater travel spending by Chinese visiFirstly, a rising Muslim population in China has contributed to tors,” the report notes. “Assuming average Chinese trip length remains an increase in family- and religious-focused trips to the region. relatively unchanged – as is the case in the Oxford Economics forecast “Religious visits tend to last longer than other leisure trips,” the – greater travel spending will yield greater per-night travel spending, report maintains. “For instance, a trip to the Islamic centres of raising the value of Chinese travellers. the Middle East might incorporate sightseeing and participation “Considering the Chinese tend to allocate more of their tourism in religious observations or events that can last for several days, as spending budget towards accommodation and shopping than averopposed to sporting or entertainment events which might take place age, this increase should be especially evident for the lodging and on a single day.” retail industries of the top Chinese tourism destinations.” Secondly, Middle East cruises are becoming increasingly popular In essence, per-trip spending by Chinese travellers is expected to with Chinese visitors the report reveals, and these often involve one grow 73% in nominal terms by 2023, making the Chinese the third major coastal city as a base for overnight lodging and departures for highest per-trip spenders among major long-haul origin markets. day excursions to other destinations in the region. The UAE’s mega malls will no doubt be a drawcard for the Chinese The DTCM recently announced it would start granting Chinese market given shopping accounts for a much higher share of total cruise travellers multiple visas to ease the process of travelling in and spending abroad by Chinese travellers compared to any other market. out of the UAE through Dubai ports, and this is also expected to The report found 30% of the total trip budget is spent on shopincrease their length of stay. ping – the same as for accommodation.

85%

HOTEL NEWS ME JUNE 2015

COVER STORY

“CHINESE GUESTS WHO STAY AT PARTICIPATING HUANYING PROPERTIES EXPRESSED A SUBSTANTIAL INCREASE IN CUSTOMER SATISFACTION IN AREAS INCLUDING SERVICE, ACCOMMODATION, PROPERTY LOYALTY AND OVERALL EXPERIENCE” CHRISTIAN GRAGE, VICE PRESIDENT OPERATIONS, HILTON WORLDWIDE ARABIAN PENINSULA

Dusit International’s vice president sales and marketing, Erena Chan, says the Chinese mass market will “spend more on shopping than it will on fancy hotels”, which means mid-market properties are in hot demand. “They are heavily into shopping and expensive designer brands so would rather save on accommodation,” she confirms. Drilling down to details, Chan says Chinese travellers expect to “eat their own food” and are very fussy about what they eat, particularly at breakfast. ‘Hotels looking to capture this market must also hire Mandarinspeaking staff,” she adds, because “most Chinese people do not speak English”.

GETTING ‘CHINA READY’ IHG, which has operated properties in China for three decades, is taking the growth potential of the outbound Chinese market extremely seriously and its investment in the Oxford Economics report is testament to that.The study’s findings have led to the company conceiving its ‘China Ready’ programme, Zhou Dao, which is now being rolled out across its global estate. In essence, Zhou Dao is a tailormade programme designed to prepare its hotels to welcome Chinese travellers with a home-awayfrom-home experience. Measures implemented at participating ‘China Ready’ properties are extensive and include Chinese-speaking staff at the front desk

JUNE 2015 HOTEL NEWS ME

COVER STORY

“TRAVELLERS FROM CHINA’S GROWING MIDDLE CLASS ARE LOOKING FOR NEW EXPERIENCES AND WE MUST BE ONE OF THE GLOBAL ‘MUST-VISITS’ TO BENEFIT FROM THE FIRST WAVE OF INTERNATIONAL TRAVEL FROM THIS MARKET.” ISSAM ABDUL RAHIM KAZIM, CEO, DUBAI CORPORATION FOR TOURISM AND COMMERCE MARKETING (DCTCM)

CITY SLICKERS CHINESE TRAVELLERS ARE CITY SLICKERS AT HEART AND LONDON ACCOUNTS FOR MORE THAN

60%

OF ALL CHINESE STAYS IN THE UK. AUCKLAND RECEIVES A SIMILAR PROPORTION OF TOTAL CHINESE TRAVEL TO NEW ZEALAND AND SAO PAOLO ATTRACTS MORE THAN

70% OF CHINESE VISITORS TO BRAZIL. BANGKOK ACCOUNTS FOR MORE THAN

40% OF CHINESE ROOM DEMAND IN THAILAND WHILE SEOUL GENERATES JUST BELOW

50% OF ROOM DEMAND IN KOREA

HOTEL NEWS ME JUNE 2015

or via 24/7 phone support, acceptance of China UnionPay cards, a Chinese welcome pack, Chinese channels on inroom TVs, free Wi-Fi for IHG Rewards Club members, Chinese tea, a variety of Chinese food and beverage options and other amenities that meet the needs of Chinese guests. IHG has also invested heavily in equipping its worldwide hotel staff with Chinese etiquette, culture and hospitality training. By the end of 2014, more than 10,000 employees around the world had undertaken Zhou Dao service training. In the UAE, seven of IHG’s 18 properties are already ‘China Ready’. These include InterContinental Dubai Festival City, Crowne Plaza Dubai, Crowne Plaza Dubai Festival City, Crowne Plaza Dubai Deira, Holiday Inn Dubai Downtown Dubai, Holiday Inn Dubai Al Barsha and Holiday Inn Bur Dubai - Embassy District. The Chinese middle class is a “key target market” for IHG going forward, says, the firm’s COO for India, Middle East and Africa, Pascal Gauvin, with

IHG’s growing regional portfolio well placed to accommodate them. “Our research projects that about 90 million Chinese households will be able to take long-haul trips by 2023 and we anticipate that our midscale brands will be in demand by those travelling overseas for the first time,” he says. “With 29 hotels across our Holiday Inn and Holiday Inn Express brands and a further five Holiday Inn hotels in our pipeline, we are in a good position to cater to the needs of this group of travellers.” Gauvin also stresses how IHG’s properties in Saudi Arabia are gearing up for a swell in Chinese Muslim tourists. “It is projected that China’s Muslim population will reach 2.1% of its total population by 2030 – with a population of over 1.3 billion in the country, that's more than 27 million people, which will drive demand for travel to Medina and Mecca for instance,” he says. “To cater to the increasing demand for accommodation in the country, we have eight hotels (more than 2,600 rooms) in our development pipeline in Saudi Arabia which will open over the next three to five years, including Holiday inn Makkah: the largest Holiday Inn in the world with 1,238 rooms.”

A HOME FROM HOME Hilton Worldwide has set its sights on cornering the Chinese market too and recently re-launched its Hilton Huanying (the Chinese word for ‘welcome’) programme, Like IHG’s Zhou Dao initiative, Huanying provides Chinese travellers IMPROVING ACCESS TO with home comforts during their TRAVEL FOR THE CHINESE YIELDS A NEARLY hotel stay. The March 2015 re-launch saw additional locations added to the Huanying programme plus a renewed focus on three signature GROWTH PREMIUM IN hospitality touch points: the arrival ARRIVALS experience, guest room amenities and the breakfast experience.

20%

“THE LARGEST CITY MARKETS FOR CHINESE TRAVEL SPENDING ARE MOSTLY FOUND IN THE ASIA-PACIFIC AND THE US,” SAYS THE REPORT. “HOWEVER, SPENDING GROWTH OVER THE NEXT DECADE WILL SEE MORE LONG-HAUL CITIES RISE TO THE TOP.”

In Dubai, Huanying has been rolled out at Conrad Dubai, Hilton Dubai Jumeirah Resort, DoubleTree by Hilton Resort & Spa Marjan Island, and Hilton Sharjah. It will soon be adopted at Waldorf Astoria Dubai Palm Jumeirah too, reveals Christian Grage, vice president operations, Hilton Worldwide Arabian Peninsula. “We have updated the Huanying programme amenities and service standards to meet the demands of the modern-day Chinese traveller, while maintaining the comforts that harken back to home,” he says. “Through this welcome programme we have discovered that Chinese guests who stay at participating Huanying properties expressed a substantial increase in customer satisfaction in areas including service, accommodation, property loyalty and overall experience. In fact, a third-party survey found that Hilton is the preferred hotel brand amongst Chinese travellers. “For Chinese group tours for leisure or MICE travel, our hotels can tailor the rooms and the F&B requirements to suit the Chinese guests.” Hilton Huanying offers guests traditional breakfast options (congee, fried rice/noodles, dim sum, dough fritters, Chinese tea, etc), a 24-hour interpretation service for Mandarinspeaking guests, Chinese newspapers and TV channels plus guest-room amenities such as tea kettles, jasmine tea and slippers. The arrival experience includes a Huanying greeting – a welcome note in simplified Chinese – plus a Mandarin interpretation service. Many properties employ Mandarinspeaking team members too. “China's tourism market looks promising due to the growing middle class and high consumption potential, with outbound Chinese tourism expected to double to 200 million by 2020,” says Grage. “The UAE fits their profile as a global travel hotspot and as a growing hub for stopovers connecting east and west.”

DESTINATION REPORT

LIGHTS BACK ON IN LEBANON Lebanon’s hotel industry is showing strong signs of recovery as tourism arrivals pick up and infrastructure enhancements get underway

RURAL TOURISM STRATEGY FOR LEBANON:

UPCOMING HOTELS INCLUDE:

Launched by the Ministry of Tourism last year, this 50-page plan aims to promote Lebanon’s rural and eco tourism credentials. It’s project funded by the United States Agency for International Development and involves marketing existing destinations, developing new attractions and improving environmental and cultural conservation efforts.

• Coral Beirut Concorde Hotel (61 keys) • Summerland Kempinski Resort, Beirut (151 keys) • Grand Hills, a Luxury Collection Resort, Broumana, Lebanon (118 keys plus 52 apartments)

Waterfront City: This destination, located on the 700-berth La Marina Joseph Khoury, is already under construction. It’s a maritimeinspired residential area with leisure, hospitality, business and retail components. Built on an area of land similar in size to the marina in Monte Carlo Monaco, the Majid Al Futtaim project will include a state-of-the-art business park and several hotels. Beirut Terraces: A ‘vertical village’ encompassing 130 luxury ‘living spaces’. Sama Beirut: An upcoming residential, commercial and office tower in the Sodeco region of Beirut, Lebanon.

HOTEL NEWS ME JUNE 2015

MARKET ANALYSIS Lebanon’s tourism industry, battered by the domestic and region political tensions that have prevailed over the past few years, has demonstrated early signs of improvement in 2015. Tourist arrivals increased for the ninth consecutive month in February 2015 and increased 20.5% to 175,859 visitors in the first two months of the year. The Gulf countries are driving Lebanon’s tourism industry resurgence with visitors from Qatar, Saudi Arabia and the UAE increasing by double digits year on year. Tourists from Egypt and Iraq are also returning in large numbers. Colliers International is forecasting a hotel occupancy rate of up to 49% for Beirut hotels this year and predicts that RevPAR across the city’s three-, four- and five-star hotel market

will increase 1% year on year to US$78. ADR, it says is expected to hit $158. According to a Bank Audi Research Center report this improvement in tourism and hotel guest numbers is supported by a rise in passenger traffic at Beirut Rafic Hariri International

“WE RECENTLY LAUNCHED THE ESCAPES CAMPAIGN FEATURING AN ATTRACTIVE RANGE PACKAGES FOR ALL REQUIREMENTS” FRANCK ROYER, GENERAL MANAGER, GEFINOR ROTANA

DESTINATION REPORT

Airport, which increased 10.24% year-on-year in the first two months of 2015. This amounted to 419,369 passenger movements, which is a record high for this period. A March 2015 SGBL Eco News Report quoting figures from the Institute of International Finance (IIF) predicts a 7.9% increase in tourism receipts to reach $6.4 billion this year. A further increase of around 12% is forecast for 2016, taking the tourism receipts total to $7.2 billion. The Lebanese government has taken a proactive stance over the last 12 months, launching advertising campaigns that highlight the country’s divers tourism offering, from trendy beaches and a vibrant shopping and nightlife scene to mountain ranges, ancient cities and architectural heritage. Lebanon’s Ministry of Tourism kick-started the ‘Live, Love, Lebanon’ campaign in April 2014 indicating the government’s commitment to reviving the country’s tourism sector, which is a key driver of economic growth. According to the World Travel and Tourism Council’s Lebanon 2014 report, the direct contribution of travel and tourism to GDP was $3.2 billion (6.9% of total GDP) in 2013. The indirect contribution was $9 billion or 19.2% of GDP. In 2015 these figures are forecast to rise by 2.1% and 2.2% respectively.

PERFORMANCE PEAK Naureen Ahmed, manager, marketing and analysis at STR Global, says Lebanon’s hotel industry is susceptible to regular performance fluctuations due to its location. “The country is not only impacted by its own conflicts, but those in neighbouring countries such as Syria,” she notes. “However, we have started to see some recovery since the summer of 2014 and this trend has continued into the first quarter of 2014.” She notes that Q1 occupancy levels remain below 50%, but year on year they have witnessed 30.9% growth. This is being mirrored by ADR and RevPAR growth, which year to date (March 2014-March 2015) have improved by 10.4% and 44.5% respectively. Ahmed says there has been “next to no supply growth” in Lebanon over the past few years, yet demand has improved consecutively over the past 11 months, which is helping to boost occupancies and drive rate performance.

WHAT THE HOTELIERS SAY A strong increase in visitor numbers from the

UAE and Iraq is driving up occupancies at the Raouché Arjaan by Rotana in Beirut, reveals general manager Hala Massaad. “Over the past year occupancy has averaged 82% at Raouché Arjaan by Rotana and 85% at Gefinor Rotana,” she says. “We believe the stable situation in the country will sustain tourism industry growth.” The central location of both properties and their high service standards has paid dividends during times of trouble she adds. Gefinor Rotana, voted leading business hotel in the Middle East for the past six consecutive years, is conveniently located in Hamra, near the main business districts and at a walking distance from main shopping streets, restaurants and nightlife. Raouché Arjaan by Rotana, the winner of the World Travel Award as the leading business hotel in Lebanon, overlooks the Pigeon rock and the Mediterranean Sea and is 10 minutes away from downtown Beirut. Ongoing promotions for food and beverage, accommodation, and banquet rooms have also stimulated demand, adds Massaad. Gefinor Rotana general manager Franck Royer concurs that festive, Ramadan and corporate packages have pulled in the punters. “We recently launched the Escapes campaign featuring an attractive range packages for all requirements, from romantic gateways and family holidays to long stay and business deals,” he says. Innovative food promotions are helping to bump up the revenues too, with the hotel’s gourmet week, which focused on gluten-free food, proving a hit. Value-add campaigns such as free Wi-Fi when booking through Rotana.com have also achieved good results, adds Royer. Guests from Iraq, Syria, Egypt, Jordan and some European countries are Gefinor Rotana’s bread-and-butter business. “While the drop in Lebanon’s GCC visitors has greatly affected tourism to the country in general, this market still accounts for a large percentage of our guests,” he says. “We also aim to target new markets through our GSO global sales offices located in Abu Dhabi, Dubai, China, Germany, India, Kuwait, Russia, Saudi Arabia and the UK.” Massaad says 2015 prospects are good because Lebanon has made good progress with security enhancements and tourism-focused campaigns. “We have high hopes for years ahead; however, our main challenge as a hotel industry is the ongoing situation in surrounding countries

and the difficulties we face convincing the world that things are stable here in Lebanon.” HMH – Hospitality Management Holdings, which currently operates two centrally-located properties in Beirut (Coral Beirut Al Hamra Hotel and EWA Beirut Raouche Hotel) and is due to open a third, Coral Beirut Concorde Hotel, later this year, says the city’s hospitality market has stabilised in 2015. “The performance of our properties is in line with the market and I must say we are doing quite well,” notes CEO Laurent Voivenel. “I believe the market in absolute terms will continue to grow from both a supply and demand perspective.” He says Beirut always bounces back because it’s “one of the liveliest cities in the region with breath-taking sights and scenery, fabulous nightlife, amazing shopping centres and thrilling sports opportunities”. “However, demand is heavily reliant on political stability and security. Any kind of market shock can result in fluctuations in revenues from one day to the next.” The 12-month prospects look promising, he continues, with business equally split between Europe, Arab countries and the rest of the world. “Having said that, our immediate neighbours are among the most important markets for us as they travel year-round rather than just in the peak season,” Voivenel adds. To keep HMH properties top of mind, the hospitality firm has been running a series of road shows in key source markets like KSA, Jordan, Egypt and other parts of GCC, as well as conducting marketing campaigns to generate awareness about its properties in Lebanon.

“WE HAVE HIGH HOPES FOR YEARS AHEAD” HALA MASSAD, GENERAL MANAGER, RAOUCHÉ ARJAAN BY ROTANA

JUNE 2015 HOTEL NEWS ME

CHAIN FOCUS

HMH HOSPITALITY –

MANAGEMENT HOLDINGS Hotel News ME profiles the hotel group’s 2014-2015 achievements, its future goals, plus it planned Middle East pipeline

GROUP OVERVIEW

ounded in 2003 in Dubai, HMH – Hospitality Management Holdings is a fully integrated hotel management company that prides itself on being the first hotel chain in the Middle East to offer a halal-friendly, alcohol-free safe environment. It operates five distinct hotel brands catering to varied market segments from budget to luxury. These include The Ajman Palace Hotel, Coral Hotels & Resorts, Corp Hotels, EWA Hotel Apartments and ECOS Hotels.

UPCOMING MENA PROPERTIES There are five new properties opening under the HMH banner this year, which will boost the group's portfolio by 25% and employ 500 new staff members. The company is also looking to launch its budget brand ECOS Hotels soon.

opening in 2015 Coral Muscat Hotel & Apartment (Muscat, Oman): 88 keys Coral Beirut Concorde Hotel (Beirut, Lebanon): 61 keys Coral Al Madina Hotel (Madina, KSA): 400plus keys EWA Khartoum Hotel & Apartments (Khartoum, Sudan): 72 keys EWA Port Sudan Hotel & Apartments (Port Sudan, Sudan): 84 keys

HOTEL NEWS ME JUNE 2015

post 2015 Coral Dubai Sports City Hotel & Apartments, Dubai (304 keys)

COMPANY FIRSTS • Coral Muscat Hotel & Apartments is being hailed HMH’s flagship property in Muscat. Located in Qurum, the deluxe four-star property is part of a shopping arcade and multiplex and features 88 furnished apartments comprising 56 two-bedroom and 32 one-bedroom units. Key features include an international all-daydining restaurant, pool deck and lounge, terrace lounge, meeting venues for small- to mediumsized conferences, plus a gym, fitness room and swimming pool. •The opening of Coral Al Madina Hotel will mark the firm’s KSA debut. The five-star property overlooks the Holy Mosque and features 400-plus rooms and suites, three restaurants, a lobby lounge, shopping arcade, gym and spa, two meeting rooms, a business centre, and a large parking space, as well as helicopterlanding site.

Current Mena properties

HMH currently operates 15 hotels across four brands: The Ajman Palace Hotel, Coral Hotels & Resorts, Corp Hotels, EWA Hotel Apartments. These are located in 15 cities across seven countries:

Coral Beirut Concorde Hotel will open this year

CHAIN FOCUS

TREND TALKS: Laurent A. Voivenel, CEO, HMH – Hospitality Management Holdings The hotel group’s key achievements and milestones over the past 12 months Last year (2014) was an extremely productive and successful year with HMH marking a number of significant business and technological milestones. In a matter of a few months we strengthened our executive team, consolidated our brand positioning and rolled out our expansion strategy with a solid development pipeline. This included signing Coral Al Madina Hotel, which will be our biggest opening in 2015 featuring 400 plus rooms and suites. We also carried out an all-round IT upgrade and developed a new bi-lingual website with a single platform for all brands.

The key challenges facing HMH and the hospitality sector in general There are several issues putting pressure on room rates and occupancies such as the Russian crisis, competition from Egypt and the increasing supply of new rooms. However, a number of factors will continue to drive demand to Dubai – the massive growth of aviation industry, increased airport capacity, new leisure attractions, the development of business infrastructure, technology optimisa-

tion, digital and social media marketing, plus a high level of safety and security. There is sufficient business out there across the different market segments to sustain existing and upcoming hotels but we all need to work harder to get it.

Top goals for the next 12 to 18 months • Budget hotels have emerged as the greatest business opportunity across the Middle East and Africa for multiple reasons. There is a considerable shortage of affordable accommodation and not enough supply and as the low-cost airlines blossom cost-conscious travellers are flooding the market, pushing up demand for mid-market lodgings. Given this staggering demand we see massive potential for ECOS Hotels, which is a 'no frills' B&B brand that offers a unique economical and ecological concept. It is a smart choice for investors due to lower construction and operating costs and a quick and high return on investment. We are aiming to launch ECOS by the end of the year. • Pipeline growth is on our radar. Today we are present in some of the Middle East’s fastest-growing markets with very promising development prospects and moving forward we wish to focus on GCC markets, particularly the UAE and KSA. We definitely want

to capitalise on the opportunities presented by Dubai Expo 2020 and Qatar FIFA World Cup 2022. • Our 2020 goal is to have a hotel in every GCC country while doubling our portfolio in the UAE. We also have a strong interest in the booming Asian markets such as India, Indonesia, Malaysia and China.

How technology is dictating the way HMH runs its business We operate in a highly digitalised world and in order to achieve the right results, digital marketing is vital. One of our greatest strengths is the adoption and integration of the latest technology into every aspect of our business, from management to operations. We have invested heavily in technology that places us on par with top international brands, enabling us to optimise our performance to deliver superior results. From rolling out a new e-commerce friendly website designed to improve online conversions to embedding the right hardware and software at various levels of operations in order to increase efficiency and compliance of standards, we have put in place some major initiatives.

SHOW REVIEW: ATM

ATM WRAP UP

With the hospitality industry going into overdrive at this year’s Arabian Travel Market, Hotel News ME profiles some of ATM’s latest developments including hotel chains unveiling their latest pipeline plans, future growth strategies, aggressive expansion prospects and new, key source markets in which the industry anticipates to see exponential growth including the likes of Africa and the Asia Pacific EXCESS OF

26,000 VISITORS

ATM 2016 TO RUN FROM

25-28 APRIL

15% INCREASE IN VISITOR GROWTH FOR 2015

SPOTLIGHT THEME FOR

2016

MID-MARKET TRAVEL

TRAVEL TECH EXHIBITORS UP BY

24% OVER

2,800 EXHIBITING COMPANIES

HOTEL NEWS ME JUNE 2015

AL HABTOOR GROUP PARTNERS WITH THE RITZ-CARLTON HOTEL COMPANY TO CREATE ITS FIRST LUXURY BRAND IN BUDAPEST UAE based company Al Habtoor Group, signed a deal with The Ritz-Carlton Hotel Company, L.L.C at this year’s ATM, which will see the opening of the first property from the luxury brand in the Hungarian capital of Budapest. Al Habtoor Group, which also has four properties in Dubai, including Habtoor Grand Beach Resort & Spa, Autograph Collection, Metropolitan Palace Hotel, Metropolitan Hotel Deira and the Waldorf Astoria Dubai on Palm Jumeirah already boasts two current properties in Budapest with the Le Méridien Budapest and the InterContinental Hotel Budapest with the current signing taking the total to three in the European capital. Located in the heart of Budapest, the 192-room hotel overlooks Erzsébet Square with views of St. Stephen’s Basilica and the property is set to undergo renovation work, which is due for completion in early 2016 in order to align it with the Ritz-Carlton brand. The partnership heightens Al Habtoor Group’s offering in the city by elevating an already exquisite property to a new luxurious destination, and the announcement came after a meeting with Khalaf Ahmad Al Habtoor, chairman of the Al Habtoor Group and Arne Sorenson, president and CEO, Marriott International with the official signing conducted by Mohammed Al Habtoor, vice chairman and CEO, Al Habtoor Group and Arne M. Sorenson, president and chief executive officer of Marriott International took place at the Al Habtoor Group head office. Commenting on the new signing, Al Habtoor explained, “we are delighted to be partnering with the Ritz-Carlton for such an exquisite property to build on our unique portfolio of hotels. We are bringing together two of the best names in the business, both dedicated to offering world-class luxury and hospitality. We look forward to welcoming guests to experience the renewed property in early 2016.” Also adding input on the new partnership, Herve Hum-

A look inside the hotel lobby

Mohammed Al Habtoor, vice chairman & CEO, Al Habtoor Group, Khalaf Ahmad Al Habtoor, chairman, Al Habtoor Group, Arne Sorenson, president & CEO of Marriott International

ler, president and chief operating officer, The Ritz-Carlton Hotel Company said, “Hungary represents the next great international expansion opportunity for The Ritz-Carlton and we are OPENING IN especially pleased that our initial presence will be in Budapest, the country’s principal political, cultural, and commercial centre.”

2016

SHOW REVIEW: ATM

“THE PRELIMINARY FIGURES FOR THIS YEAR’S SHOW YET AGAIN UNDERSCORE ARABIAN TRAVEL MARKET’S RELEVANCE TO THE REGIONAL TRAVEL AND TOURISM SECTOR, AND REFLECT GENERAL INDUSTRY CONFIDENCE AS WELL AS UNDERLINING THE VITAL ROLE THAT TOURISM PLAYS IN DRIVING REGIONAL ECONOMIES TOWARDS A SUSTAINABLE FUTURE” NADEGE NOBLET-SEGERS, EXHIBITION MANAGER, ATM Citymax Hotels have announced three new projects set to pop up across the region further adding to the mid-scale hotel brand’s extensive portfolio of affordable, family friendly hotels, with a new Citymax hotel in Al Barsha which will be within walking distance of Mall of the Emirates and the Dubai Metro, featuring 120 rooms with a City Café, an all-day dining restaurant concept for the group, plus one additional Bar. Additionally, the hotel group will be adding a new hotel in Business Bay and the property is anticipated to be ready to welcome guests in early 2017. With a light, airy 2-storey high atrium lobby, three restaurants and bars plus meeting rooms and extensive banqueting facilities, Citymax Hotels Business Bay will set new standards within the budget hotel category. Rooms will be larger than other standard budget hotels, featuring additional built-in bedding to comfortably accommodate up to 4 people, appealing to families and young singles travelling together. Discussing the new properties, Russel Sharpe, COO, Citymax Hotels explains, “There is so much growth potential in Dubai for budget and mid-scale hotels, and we are working hard to secure our share of the booming fam-

ily travel market by offering affordable and appealing rooms. Additionally, we have great plans to also appeal to the new millennial traveller by implementing free wifi in all of our new hotels. What makes us different here at Citymax is that we want to cater to people from all walks of life, and the market is already full of luxury product offerings, we also offer our in-house all day dining restaurant, City Café, something that other mid-scale and budget properties do not offer, they often think that because it is a budget hotel, it does not have to have a strong F&B offering, that is where we are also tapping into the needs of market.”

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SHOW REVIEW: ATM

R HOTELS PARTNERS WITH ACCOR TO CREATE IBIS STYLES BECOMES OFFICIAL AT ATM R Hotels announced the framework for a franchise agreement the region with Accor Hotel Services Middle East at the end of April to which will incorporate an upcoming ibis Styles hotel in Jumeirah with the surely result property expected to open during second half of the year. in further, The brand was made official at the signing of the contract great opat this year’s ATM in the presence of His Highness Sheikh portunities Rashid Bin Humaid Al Nuaimi, chairman, R Holding, and for future Chairman, Ajman Municipality and Planning, and the agreepartnership. ment was made official by Sumair Tariq, managing director, R The ibis Hotels, and Christophe Landais, chief operating officer, Accor. Styles JuThe ibis Styles Jumeirah hotel aims to be the first operameirah will tional ibis Styles in the UAE and the 191-key hotel is set to target both leisure and business travellers looking for reasonablypriced accommodation within a central location in Dubai. Sumair Tariq, managing director, R Hotels, and Strategically situated in Al Mina Road in Jumeirah, ibis Christophe Landais, chief operating officer, Accor Styles Jumeirah will feature a combination of rooms and suites, an all-day dining restaurant, banquet facilities, gym and swimming for the first time offer a lifestyle accommodation KEP PROPERTY pool, concept spa, meeting rooms, business centre, and retail space. experience in central Dubai, while maintaining Commenting on the new partnership, Sumair Tariq, managing direc- the ultimate promise of modernity, simplicity tor, R Hotels explained, “the group is delighted to sign up with an es- and wellbeing at the best price. We hope these teemed group such as Accor, and we are positive that this partnership will key, complementary values of the ibis brand will bear fruitful results for both parties. This is an exciting time for the UAE positively inspire the mood of our guests.” hospitality industry and R Hotels is poised to establish our mark by teamThe ibis Styles Jumeirah will be R Hotels fifth property in the UAE ing up with notable brands, expanding our portfolio in key locations and as the group currently owns and manages Ramada Hotel and Suites Ajoffering suitable products to the right market.” man, Ramada Beach Hotel Ajman, Ramada Downtown Dubai, and HawChristophe Landais, chief operating officer, Accor Hotel Services Middle thorn Suites by Wyndham in Jumeirah Beach Residence. R Hotels also anEast, also commented stating, “we are privileged to have signed our inaugural nounced the opening of its sixth property at The Palm, which is expected to agreement with R Hotels, our two groups share a similar ambitious vision for open in the last quarter of 2016.

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JA RESORTS & HOTELS BREAK GROUND IN SRI-LANKA JA Resorts & Hotels will be developing a tropical beach resort in Kathiraveli on the East Coast of Sri Lanka in partnership with Gravity Resort Group (GRG), the property will be known as JA Eclipse Beach Resort, marking the hotel chain’s third beach resort in the Indian Ocean further adding to the brand’s extensive portfolio of premium destination hotels including the Enchanted Island Resort in the Seychelles and JA Manafaru in the Maldives. GRG will be funding the development of US$30 million while JA Resorts & Hotels will be responsible for consultation, and ultimately the management of the completed resort. The agreement was finalised on the second day of ATM, marking the first five-star luxury tourist destination to be developed on the East Coast of Sri-Lanka, which is often considered a ‘jewel’ in the Indian Ocean. Additionally, Sri-Lanka has seen rapid growth WILL HOST in tourist numbers since 2009, increasing from 450.000 to 1.5 million visitors at the end of 2014 with this number predicted to increase on average by 20 - 25% annually according to the SUITES Sri Lankan Tourism Development Authority.

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JA Eclipse Beach Resort

Commenting on the partnership, David Thomson, JA Resorts & Hotels chief operating officer explained, “we are extremely proud to be the first UAE-based hospitality company to sign a management agreement enabling us to manage the first ever luxury resort development on the Sri Lankan East Coast. We remain committed to spreading our heartfelt hospitality into foreign leisure markets. This is in line with our long-term expansion strategy, endorsed by our parent company, the Dutco Group of Companies to grow our footprint within the UAE as well as internationally.”

SHOW REVIEW: ATM

SECOND DUBAI PROPERTY ON THE HORIZON FOR THE FOUR SEASONS With the recent success of the of the newly opened Four Seasons, Dubai on Jumeirah Beach Road, the hotel chain has announced its plans for the development of a second property to appear in the region in the complementary location at the heart of the city’s International Finance Centre. The DIFC hotel is expected to open in 2016 and is set to be conceived as a sophisticated oasis where international business travellers in particular and where local executives will find a favoured place for informal meetings, entertaining colleagues and celebrating the day’s achievements. Commenting on the new signing, Allen Smith, president and CEO, Four Seasons Hotels and Resorts explains, “our entry into Dubai has been extremely well received by locals and global travellers alike, and we are very pleased to be able to offer them a second Four Seasons experience in the city, together with our partner Bright Start, we introduced Four Seasons to the Dubai market last year and raised the standard for luxury hospitalOPENING IN ity in this incredibly competitive market.” Also commenting on the new addition, Shahab Lutfi, CEO of Bright Start elaborates stating, “in line with His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice Presi-

2016

Sumair Tariq, managing director, R Hotels, and Christophe Landais, chief operating officer, Accor

dent and Prime Minister of the UAE and Ruler of Dubai's vision for Dubai, we believe our latest investment in the hospitality sector will further open up opportunities for continued growth and contribute to Dubai’s status as a major luxury tourist destination. The strategic location within DIFC was carefully chosen to cater to high end business travellers and will be of the highest quality,” states Shahab Lutfi, CEO of Bright Start which also owns Four Seasons Resort Dubai at Jumeriah Beach.

SHOW REVIEW: ATM

MILLENNIUM & COPTHORNE MAKES HEADWAY IN THE REGION WITH PLANS TO HAVE OVER 1,200 KEYS IN DUBAI Millennium & Copthorne has announced the signing of four new hotels set to open in Dubai with the properties to include three Studio M hotels, representing its contemporary budget concept as well as a Millennium hotel and are due to open in Dubai World Central, Dubai Investments Park and Al Barsha with the announcement following shortly after the group revealed the introduction of Studio M to Muscat, Sultanate of Oman and plans to open in Riyadh later this year. The move comes as part of Millennium & Copthorne’s extensive expansion plans across the UAE and Middle East, including plans to extend the Studio M footprint into as many as 25 urban locations across the GCC in the next five years. Two properties will open in Dubai World Central following agreements with Tetra Hospitality Investment LLC and ABA Hospitality DWC LLC to open Studio M and Millennium respectively. Scheduled for completion in 2018, Studio M Dubai World Central will offer circa 750 rooms, making it one of the largest budget hotels in the region, meanwhile, Millennium Dubai World Central will feature around 400 rooms to cater to the upper midscale corporate traveller, with premier meeting rooms and business facilities. In addition, two further Studio M properties are due to open in Dubai. A 144 key Studio M is due to launch in the heart of Al Barsha, across from Mall of Emirates in Q3 2017 in partnership with developer Jersey Properties LLC, whilst a 150 key Studio M will open in Dubai Investments Park in 2018 in partnership with Tetra Hospitality Investment LLC.

Sumair Tariq, managing director, R Hotels, and Christophe Landais, chief operating officer, Accor

“We are delighted to extend our footprint in Dubai and bring our exciting new budget brand to the city. We believe it perfectly complements the growing demand for stylish yet affordable accommodation, which is evidenced by the development of one of the largest budget STUDIO M SET TO hotels in the region. The concept combines OPEN BY contemporary design integrated with technology to drive operational efficiencies and we believe it is a compelling proposition for both Owner and Consumer, said Ali Hamad Lakhraim Alzaabi, President & CEO, Millen-

2018

DAMAC PROPERTIES OPENS ITS FIRST NAIA HOTEL The first NAIA Hotel and Hotel Apartments project opened its doors for the first time to the public with the news of the launch announced at this year’s ATM. The announcement included details of the newly opened property which is situated in the heart of the Burj area in Dubai, features include the NAIA Breeze, a 342-key luxury project with five-star service standards that overlooks the canal on one side and the Bur Khalifa to the other. Speaking from ATM, executives from DAMAC Hotels & Resorts, which is the management arm running the NAIA brand disclosed that two further hotels are due to be completed over the course of the next few years, serving Dubai’s new central hub around Al Maktoum International Airport and the site of the Expo 2020. The NAIA Tenora, one of the latest additions to the DAMAC portfolio is a 10-storey, 270 unit luxury hotel apartment project with facilities inclusive of a swimming pool, gymnasium, boutiques and coffee shops. Discussing the new opening, Niall McLoughlin, senior vice president, DAMAC Properties stated, “the Dubai Metro is to be extended 15km, adding seven new stops on the way to Dubai World Central and driving real estate valuations in the area up, as much as 25%, plus construction on NAIA Tenora is progressing well and is set to be KEY LUXURY handed over to owners at the start of 2016.” PROJECT

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JA Eclipse Beach Resort

McLoughlin further added, “the Dubai World Central district is set to be one of the most impressive construction projects in the world over the next five years and the news that the Metro line will now run right outside the project significantly improves the connectivity to the area. NAIA Tenora offers a luxury lifestyle experience on the doorstep of the world’s biggest airport hub and moments from the new World Expo 2020 exhibition site. Combining luxury and location, we believe NAIA Tenora is the ideal investment property with strong potential for impressive rental returns to provide ideal accommodation for those working on the project.”

5 MINUTES WITH JOHN PHILIPSON John Philipson, area vice president Oman, Middle East and Indian Ocean, Six Senses

What are your key objectives for the brand? Our key objectives for the bran is to ensure that the resort continues to profile itself as a hot destination in Oman, obviously our market is very strong from Dubai and the GCC and mainly because we offer something that is authentic within the marketplace and we really do have the right villa configuration within the reserve and the retreat with our large two and three bedroom properties which offer great privacy which is extremely important to us, so we wish to keep pushing this message forward.

Why do you think the resort attracts GCC travellers? The stand alone properties that are on the reserve are completely secluded from the rest of the resort, which appeals to the market regarding privacy and also the fact that GCC families can come with large families and staff members and all can be accommodated really comfortably because of the size and facilities within the rooms.

Can you discuss how your resort caters to families? It actually seems that we almost did this by accident when we first launched our property, when we designed the resort we never thought that it would become a strong family destination and then it began to come naturally so we grew with the market and created a very vibrant kids club, and then it continued to grow so we realised we needed to create a bustling teens club as the teenagers look for a very different kind of experience.

How does Six Senses use social media to engage with its audience? Social media is one of our huge successes, thankfully managed by a great team, Six Senses is very much about experiential, whether it be the dining experience, the sports facilities, walking through the mountains and so because of our location, our guests are posting amazing pictures of the views, some real dreamy scenery on the various social media sites and this actually works in our favour as we gain interest on the resort from these posts.

What new developments are you pushing forward for Zighy Bay? For Zighy Bay it is mostly about refurbishment and we are in the process of expanding our salt-water pool area, which is this natural high saline content pool, and we are adding a chillout lounge and also focusing on doing themes such as an Arabesque barbeque during the day. We are really focusing on softening the brand, giving it a little bit more heart and bringing Omani culture into the experience a little more.

AFTERSHOW ROUNDUP: AHIC

ARABIAN HOTEL INVESTMENT CONFERENCE HIGHLIGHTS Hotel News ME takes a look at some of this year’s integral announcements and signings from AHIC 2015

Starwood Hotels & Resorts reveal plans to double Middle East portfolio over the next five years The hotel chain announced plans at AHIC stating that it will double its

and leisure, a subsidiary of wasl Asset Management Group

portfolio in the Middle East, aggressively expanding its luxury, up-

will add over 400 rooms, meeting space and multiple

per upscale and mid-market brands with plans to open 50

food and beverage outlets near one of the world’s

hotels by 2019. Reaffirming its growth commitment to

busiest airports, Dubai International Airport.

the region, the company signed five new projects un-

Aloft Dubai World Central, located at the

der its Aloft and Element brands in Dubai, Qatar

entrance of Al Maktoum International

and Oman, adding up to a total of seven signed

Airport and adjacent to the key logis-

deals to date.

tics and aviation districts, Aloft Dubai

Michael Wale, president for Starwood,

World Central will feature 150

Europe, Africa and Middle East commented

rooms and over 1,000 square feet in

on the aggressive pipeline plans, saying, “our

meeting space. Signed with Radar

growth in the region is a result of consistently

DWC LLC, the hotel will be one

delivering value to our owners through our

of the first to open in Dubai World

distinct lifestyle brands, backed by our loyal

Central - a purpose-built, master-

guests and the strength of our global platform

planned city spanning approximately

and 2015 has already started on a strong note

145 square kilometers. Aloft Doha

with seven signed deals announced in the region in

marks the Aloft brand entry to Qatar. The

less than five months, reflecting the high demand for

hotel will feature 240 rooms and suites, a

mid-market brands in the Middle East but also the trust

ballroom and meeting venues. It will be within

ownership groups have in Starwood.”

easy reach of the Museum of Islamic Art, Education

Starwood’s mid-market brands including, Aloft, Four Points by Sheraton and Element are experiencing unprecedented growth momentum,

City and the Al Mushreib rejuvenation project in Doha's downtown area, and finally, Aloft Muscat in agreement with New

representing nearly 50% of the company’s pipeline in the region. Spearheaded by

Rotana Enterprises, a sister concern of Al Adrak LLC, the signing of Aloft Muscat

Aloft, the company’s mid-market portfolio will more than quadruple by 2019.

will introduce the Aloft brand to Oman and help meet the demand for infra-

Starwood announced five new properties for its rapidly growing Aloft and

structure development in the country. The hotel will offer 204 rooms and will

Element brands, set to open in the next five years, including, Aloft Dubai Air-

be located in close proximity to the new Muscat International Airport and the

port and Element Dubai Airport and both hotels signed with wasl hospitality

upcoming Oman Convention & Exhibition Centre.

FRHI Hotels & Resorts set to open a Fairmont Jeddah hotel in late 2018

Fairmont Hotels & Resorts and Sisban Holdings announced the signing of a new

350-room luxury hotel in Jeddah, Kingdom of Saudi Arabia. The new hotel is scheduled to open in late 2018 and the Fairmont Jeddah Hotel & Resort will be built with a contemporary design on over 12,500 square meters of space on the North Corniche, reflecting the vibrant waterfront of the area. Featuring 350 spacious guestrooms, it will also be home to 100 Fairmont Residences. Guests will enjoy a selection of dining venues, as well as a Willow Stream Spa and swimming pool. Groups will be able to host gala events and meetings within 2,900 square meters of function space, including one of the city’s largest ballrooms. The property will also feature a range of business services including video conferencing, media services and an interpretation room.

HOTEL NEWS ME JUNE 2015

AFTERSHOW ROUNDUP: AHIC

HOLIDAY INN TO OPEN IN TABUK LATER THIS YEAR InterContinental Hotels Group (IHG) announced the signing of

Pascal Gauvin, chief operating officer, India, Middle East & Africa, IHG commented

a franchise agreement for the first Holiday Inn in Tabuk

on the signing, saying “2015 marks IHG’s 40th year in the Kingdom of Saudi Arabia,

with Dur Hospitality Company.

an achievement made possible by the strong partnerships we have built over the years.

The 83-room Holiday Inn Tabuk is the first ho-

The signing of Holiday Inn Tabuk is a great start to our new partnership with DUR

tel to be developed under the master development

Hospitality Company. This hotel will be our eleventh Holiday Inn in the country and

agreement (MDA) inked between IHG and

we are truly delighted to be working with them to expand the brand in this key market."

DUR Hospitality Company last year.

Additionally, Abdullah Bin Mohammed Al-Issa, chairman, Dur Hospitality Com-

The MDA will see a number of Holiday Inn

pany also commented saying, “partnerships lie at the heart of our businesses, and as

hotels developed across KSA over the next five

Saudi’s most established company in hotel and residential compounds development, our

years, significantly enhancing the brand's footprint

partners can always depend on us to shape the perfect combination of vision, capabili-

in the Kingdom.

ties, knowledge, skills and resources.

Located on Prince Fahed Bin Sultan Street, just three

Together with IHG, we have identified Tabuk; the gateway of northern Saudi Arabia,

kilometres from Tabuk International Airport, Holiday Inn

as an upcoming city to watch and it is timely for us to be adding a Holiday Inn hotel

Tabuk takes the site of the current Makarim Tabuk Hotel, marking

there. We look forward to working with IHG to identify more emerging cities across the

the entry of Holiday Inn to the city and is slated to open after its rebranding this year.

country to develop more great Holiday Inn hotels for guests.”

Carlson Rezidor announces Radisson Blu Hotel, Misrata in Libya and two new Park Inn by Radisson hotels in Saudi Arabia Carlson Rezidor revealed plans that it would be re-entering Libya by announcing the Radisson Blu Hotel, Misrata that will be a 150unit property, scheduled to open in early 2016 and will be the

enettes the upper upscale hotel will offer an all-day-dining restaurant, a speciality restaurant, and outside pool restaurant, a lobby lounge, 4 meeting rooms and a ballroom, a gym

first internationally branded hotel in Misrata. It is the con-

and spa, and a business class lounge. Misrata’s interna-

version of an existing hotel and is currently undergoing

tional airport is just 6 kilometres away from the hotel.

full renovation to meet Radisson Blu’s high service and

Additionally the hotel group announced plans to

safety standards.

further strengthen its presence in the Kingdom of

Wolfgang M. Neumann, president & CEO of Re-

Saudi Arabia by announcing two Park Inn by Radis-

zidor commented on the announcement explains, “we

son hotels. The group’s first property in the holy city

look forward to arriving in Misrata. We know Libya from

of Makkah will feature 330 rooms and welcome the

our time in Tripoli where we operated the Radisson Blu Al Mahary Hotel until its suspension in August 2014. Libya remains an attractive emerging market for us, and we carefully monitor its development. Although the overall situation is still at risk, we are confident that Libya will continue to recover from the unrest and offer opportunities for international investments across all sectors.” The Radisson Blu Hotel, Misrata will be situated in the downtown area within a developing business district. Besides 126 guest rooms and 24 studios with kitch-

first guests in 2016 and in Najran, it will develop a hotel with 120 rooms, also scheduled to open in 2016. “Saudi Arabia is a focus country for our group. The Kingdom actively develops its infrastructure and industries, and will play an increasingly important role within the travel & tourism sector of the Middle East. We want to be an active partner supporting this process, and look forward to further expanding our network together with our regional partners”, explained Wolfgang.

EVENT REVIEW: HOTEC MIDDLE EAST 2015

HOTEC MIDDLE EAST 2015

Hotel buyers and suppliers gathered together in Bahrain at ART Rotana to participate in meetings, panel discussions and embark on prime networking opportunities, with Hotel News ME in attendance to find out about market opportunities and challenges for brand proliferation leading up to regional large scale events or if it is just business as usual

his year’s edition of HOTEC Middle East 2015, brought together technical directors, hotel purchasing managers and directors under one roof to meet and network with international and regional hospitality suppliers. The event included a series of one-to-one meeting sessions, which facilitated over 600 pre - scheduled appointments, business and social activities designed to enable delegates to spend quality time with leading suppliers and key players in the hospitality industry with two set business days dedicated to these practices at ART Rotana Hotel & Resort, Bahrain. One of the key topics discussed on the panel, which was moderated by Hotel News ME, deputy editor Sophia Soltani was market opportunities and challenges for brand proliferation leading up to regional large scale events such as Expo 2020 and Qatar World Cup 2022 and all of the participants were in agreement that it is going to be business as usual, without the need for radical changes in established practices. Additionally, the panelists discussed how manufacturers and service providers have needed to implemented changes to gain market share by creating higher customer satisfaction levels. The delegates highlighted that it is imperative for suppliers and buyers to improve relationships with increased levels of transparency on both ends, being dishonest to close a deal is not something that should be high on the agenda. Shahbaz Tiavar, regional procurement director, ACCOR Middle East explained, “it is absolutely detrimental to the progression of relationships for procurement practices to remain honest and crystal clear on shipments and goods, it is no benefit to either party to mislead a procurement manager into believing that a product is ready or in stock when it isn’t. This is what damages relationships and the trust between two parties, it can take a long time to rebuild that kind of trust, as we then have to explain to the owners why we do not have a product, or haven’t finished a project on time or delivered the promised services. It is also really important now more than ever, with these large scale events, the demand increases. “

12 th

EDITION OF HOTEC

HOTEL NEWS ME JUNE 2015

“I THINK THAT LARGE SCALE EVENTS IN THE REGION MARK THE GREAT PROGRESSION FOR DUBAI, BUT IF WE EXPECT TO SEE DELAYS IN THE PROCUREMENT PROCESS ALREADY, WITH USUAL BUSINESS ORDER THEN WE NEED TO PLAN FOR THE EVENTUALITY THAT DELAYS DO HAPPEN DURING THE RUN UP TO LARGE - SCALE REGIONAL EVENTS.” - ZAHID ASLAM, CLUSTER MATERIALS MANAGER, GLORIA HOTELS DUBAI” “AS FAR AS DOHA IS CONCERNED, THINGS CAN PERHAPS BE A LITTLE SLOWER AND FOR EXAMPLE A DELAY OF UP TO A MONTH IS NOT ACCEPTABLE, AS A TIME FRAME IS ALWAYS GIVEN TO A SUPPLIER, THERE NEEDS TO BE CONSTANT INTERACTION AND COMMUNICATION BETWEEN US BOTH.” - ANIS DAWOOD, DIRECTOR OF PURCHASING, W DOHA HOTEL & RESIDENCES “COMPETITION IS ALWAYS GOOD, AND IT IS HEALTHY IN OUR INDUSTRY TO SEE NEW SUPPLIERS POPPING UP IN THE REGION, BUT IN ORDER FOR SUPPLIERS TO SECURE THEIR SHARE OF THE MARKET THEY NEED TO REMAIN FRESH WITH NEW INNOVATIONS TO SHOW OUR CUSTOMERS AND EXCEED GUEST SATISFACTION” - SHAHBAZ TIAVAR, REGIONAL PROCUREMENT DIRECTOR, ACCOR MIDDLE EAST “TECHNOLOGICAL INNOVATIONS ARE WHAT WE NEED TO CREATE A BUZZ IN OUR INDUSTRY, AND I AM LOOKING FOR NEWER GADGETS AND WAYS TO MAKE OUR HOTELS STAND OUT AND GET ON BOARD WITH THE NEW AGE TRAVELLERS. CREATIVE CONCEPTS CAN BE FEW AND FAR BETWEEN AT TIMES, AND IT IS SO IMPORTANT THAT WE SEE NEW THINGS.” - NAIM MAADAD, CHIEF EXECUTIVE OFFICER, GATES HOSPITALITY

100

DELEGATES ATTENDED

2016

DATES: 6-9 MAY

EVENT REVIEW: HOTEC MIDDLE EAST 2015

Sophia Soltani, Naim Maadad, Anis Dawood, Guy Wilkinson, and Shahbaz Tiavar on the panel

The meetings in breakout rooms between buyers and suppliers

Shahbaz Tiavar discusses procurement challenges

“I CAN ONLY SAY WHAT PEOPLE TELL ME AS A CONSULTANT, AND PERHAPS NOT EVERYTHING IS AS ROSY IN THE GULF AS IT SEEMS. WITH THESE BOOM TIMES AHEAD THAT ALL OF US HAVE BEEN WAITING FOR WITH EXPO 2020 AND THE EXPECTATION THAT WE ARE GOING TO GET THOUSANDS OF NEW VISITORS AND NEW INVESTMENT COMING INTO TOWN, AND PEOPLE ARE DISAPPOINTED BECAUSE IT ISN’T EXACTLY CLEAR WHAT INVESTMENT IS COMING IN AND A LOT OF PROPERTIES ARE DELAYED, SO THE REALITY OF THE SITUATION IS THAT SOME PROJECTS ARE EXTREMELY POSITIVE AND OTHERS THAT ARE NOT WHICH WILL OBVIOUSLY HAVE AN AFFECT ON THE PROCUREMENT PROCESS” – GUY WILKINSON, MANAGING PARTNER, VIABILITY Luxury Gourmet Olives from around the world

Telephone: +971 56 4806518 Email: ross@tgom.me Website: www.tgom.me thegourmetolivemarket.me

#thegourmetolivemarket

@tgom_me

Distributed by:

Come visit our market every Friday at The Ripe Market - Zabeel Park

E H T G N I T T T H E G LIG

SUSTAINABILITY

With sustainability hot on the agenda for hotels across the region, Guido Bauer, CEO, Green Globe tells Sophia Soltani how sustainable practices in the hospitality sector are even easier to abide by and why hotels are taking fundamental steps towards becoming Green Globe Certified Can you tell us a little bit about Green Globe? The Green Globe program traces its roots back to the United Nations Rio de Janeiro Earth Summit in 1992, where 182 heads of state from around the world endorsed the Agenda 21 principles of sustainable development. Green Globe was created by the World Travel & Tourism Council so that this global industry could meet these new sustainability objectives. Today, Green Globe provides certification, training and education, and marketing services in 83 countries worldwide. Based in Los Angeles, California and with partners in Mexico, South America, South Africa, Middle East, the Caribbean and Europe, Green Globe provides certification for the sustainable operations and management of travel and tourism companies and their related supplier businesses. Green Globe also maintains a global network of independent auditors who provide third party inspection and validation.

Guido Bauer, CEO, Green Globe

Why is Green Globe different to other certifications?

HOTEL NEWS ME JUNE 2015

Green Globe was first set up to internationally develop a standard and a set of criteria that defined sustainability within travel and tourism. This rigorous and practical standard has been used by businesses for almost twenty years, significantly longer than any other green certification. Today, Green Globe is active in harmonising with other localised sustainability certification programs around the world. The process of harmonisation contributes to maintaining core criteria and at the same time address regional issues through the adoption of locally developed standards. How often does Green Globe review and update the criteria requirements and key indicators and why is it important to update them? Green Globe updates its standards and key indicators twice annually, to ensure it encompasses recent and applicable global norms in sustainability. The Green Globe Standard V1.7 includes 44 mandatory core criteria supported by over 380 compliance indicators. The applicable indicators vary by type of certification, geographical area as well as local factors. The Green Globe Standard is based on the following international standards and agreements: • Global Sustainable Tourism Criteria • Global Partnership for Sustainable Tourism Criteria (STC Partnership) • Baseline Criteria of the Sustainable Tourism Certification Net work of the Americas • Agenda 21 and principles for Sustainable Development endorsed by 182 Governments at the United Nations Rio de Janeiro Earth Summit in 1992 • ISO 9001 / 14001 / 19011 (International Standard Organisa tion)

SUSTAINABILITY

To guarantee compliance to the highest international standards, a third-party independent auditor is appointed to work with clients on-site. The international standard ISO 19011 provides guidance on the management of audit programs, the conduct of internal and external management systems as well as the competence and evaluation of auditors. Green Globe has drawn on ISO 19011:2002 in the development of its audit program. Why don’t hotels come up with their own sustainability requirements? Today many hotel and resort companies do have internal sustainability programs. We work with IHG’s Green Engage and Mövenpick’s Shine Program, just to name two in-house systems. Green Globe auditors often review the activities conducted under these programs against Green Globe criteria, therefore assuring the hotel that it is heading in the right direction What steps does Green Globe take in order to practice the credentials they preach? The Global Sustainable Tourism Council (GSTC) was set up by the United Nations Foundation and oversees the Standards used by all credible sustainability certification organisations to define what is ‘green’. Each year we submit to a GSTC review, along with other industry leaders Why should hotels within the Middle East aim for a Green Globe certification? To meet the expectations of the majority of travellers today who want to know their hotels are doing the best by the local community and environment. Also our hotel members save significant amounts of revenue through quality management and waste reduction and to ensure hotels are seen as part of the leading group of properties in their destination. Many of the top hotels in the Middle East are Green Globe members because they wish to demonstrate their commitment and excellence in hospitality and service. What would you say are the three things that hotels should do in order to improve their sustainability? Simple, reduce waste, recycle more, and empower all staff and management to be green leaders in their respective departments. What are the cost implications for a hotel when ‘going green’? All Green Globe members find that within the first year of certification, all investment in meeting the sustainability Standard have not only been repaid, but significant revenue is being saved through greater efficiency. With the region being famous for its luxury hotel supply, do sustainable practices interfere with offering luxury services? If the definition of luxury is high quality designed to last generations, then this is a significant boost to a region’s sustainability. If luxury is confused with excessive consumption and short term gains then that is not a sustainable approach. We’ve heard more recently about the generation of ‘green travellers’, who would you say this market actually represents? All travellers are green travellers. It is impossible to believe that any-

one travelling today is not interested in the well being of a country’s people, their culture, heritage and local surrounds. Everyone wants to do the right thing and make the right choice. What are some of the challenges hotels face in relation to becoming a more sustainable environment? Apathy is the greatest challenge. Thinking a hotel will have a successful future without a sustainability management plan is unrealistic, but even today some hotel owners and management companies are slow to move. Do you think that the Middle East will ever become a leader in sustainability? The Middle East has many opportunities to be a world leader in sustainability. All the key ingredients are present, and as a growing hub for a great share of international transit it may lead by example. What are some of the problems faced in the region regarding sustainability? Recycling is always a perennial issue. It is both a combination of consumption patterns and packaging, which we are pleased to say our members are tackling; and lack of recycling facilities which are needed to efficiently turn waste such as plastic, glass and paper into usable material.

U.A.E GREEN GLOBE CERTIFIED HOTELS Anantara The Palm Burj Al Arab Desert Island Resort & Spa Dubai The Square Jumeirah Al Qasr Jumeirah Beach Hotel Jumeirah Conference Center Jumeirah Creekside Hotel Jumeirah Dar Al Masyaf Jumeirah Emirates Tower Jumeirah Etihad Towers Jumeirah Living-World Trade Centre Residence Jumeirah Souk Madinat Jumeirah Mina A’ Salam Jumeirah Zabeel Saray Miramar Al Aqah Beach Resort Mövenpick Hotel and Apartments Bur Dubai Mövenpick Hotel Deira Mövenpick Hotel Ibn Battuta Gate – Dubai Mövenpick Hotel Jumeirah Beach Mövenpick Hotel Jumeirah Lakes Towers One & Only Royal Mirage Resort One & Only The Palm, Dubai Park Regis Kris Kin Hotel Qasr Al Sarab Desert Resort by Anantara Sofitel Dubai The Palm Resort & Spa The Palace -The Old Town Time Grand Plaza Hotel JUNE 2015 HOTEL NEWS ME

SUSTAINABILITY

SANDRINE LE BIAVANT, DIRECTOR CONSULTANCY, FARNEK COMPARES THE ENERGY CONSUMPTION FROM 2014 TO Q1 OF 2015

Variable trends:

There has been an average drop in occupancy of 5.3 % and a decrease of 3.8% in guest nights and we notice an increase in the average temperature of 11% in Q1 of 2015 compared to 2014 and an increase of 25.6% in cooling degree days, reflecting warmer weather conditions.

ENERGY CONSUMPTION IN KWH REDUCED BY

6.8%

IN Q1 2015 VS Q1 2014

Energy Use intensity:

Overall energy consumption in kWh has reduced by 6.8% in Q1 2015 vs. Q1 2014. However this could be associated to the occupancy drop which is in the same range and may not represent savings. The hotels have consumed energy at an average of 225.40 kWh/m2*year in Q1 of 2015 (winter conditions), which is a 3.5% decrease in the average annual energy consumption in hotels in Q1 2015 compared

OVERALL WATER CONSUMPTION REDUCED BY

1.3 %

Water Efficiency:

Overall water Consumption has reduced by 1.3%. The hotels have consumed water at an average of 357.70 litres/ guest night and 229.80 litres/ service Unit in Q1 of 2015 and water consumption trend per guest night and per service unit has shown a increase of 7% and 7.5% respectively in Q1 of 2015 when compared to 2014. This suggests that hotels may have not worked with the water conservation measures linked with the drop in occupancy.

WASTE PER GUEST NIGHT INCREASED BY

CO2e emissions per guest night:

2.9%

The average emissions per guest night in Q1 of 2015 was 40.6 kg. This is a 0.5% decrease compared to the value in 2014. This trend is in line with the energy consumption pattern (kWh / guest night), which is seen during the same period. Waste Management:

The hotels have generated on average 7.2% more waste in Q1 2015 compared to the same period in 2014. Waste per guest night increased by 2.9%, with the average value being 4.4 KGs per guest night compared to 4.3 KGs in 2014 The average waste diversion among the hotels has decreased by 1.3% to an average of 23.8% note 2 This negative trend shows that hotels have difficulties maintaining their performance when they are in a good range and that monitoring is key to assess the levels of efforts / processes / equipment required to drive waste performance.

AVERAGE EMISSIONS PER GUEST NIGHT IN Q1 OF 2015 WAS

40.6 kg

(*)The portfolio of properties are growing and the averages for 2014 are different than the ones presented in previous articles.

AN 0.5% DECREASE COMPARED TO 2014

PAREMETER

UNITS

Q1 - 2014

Q1 - 2015

VARIATION (%)

Water consumption per guest Water consumption per SU Water consumption per guestnight Annual energy consumption per m2 Energy cost per m2 CO2 emissions per guestnight Cooling degree days Average temperature Total waste generation

Litres/guest Litres/SU USD/guest kWh/m2*year USD/ m2 kgs/guestnight* degree days oC Kg's

334.2 213.7 1.04 233.5 7.2 40.8 546 21 156587

357.7 229.8 1.07 225.4 6.6 40.6 686.0 23.3 357.7

7.0 7.5 2.9 -3.5 -8.3 -0.5 25.6 11.0 7.2

HOTEL NEWS ME JUNE 2015

JUNE 2015 HOTEL NEWS ME

TAKE 10

Iftar offerings With Ramadan about to embrace the Middle East, Hotel News ME takes a look at some of the flavoursome Iftars hotels are presenting their guests SOFITEL DOWNTOWN DUBAI Sofitel Dubai Downtown is offering guests an authentic Ramadan experience with a scrumptious Iftar buffet at the hotel’s Les Cuisines restaurant. The menu is filled with dishes replicating the authenticity of the region with a mix of cooked seafood, traditional Arabic mezze and a live ouzi station featuring the traditional dish of lamb ouzi. The family themed Iftar is offering diners the experience for AED 185 per person and the menu will be alternating on a weekly basis showcasing the diverse culinary talent of the hotel.   The hotel is also offering a lighter way to break fast or a late night where guests can sample the a la carte Ramadan menu at Above, situated on the 5th floor of the hotel. Available from 6pm until 2am presenting a mix of Arabic kebabs, sambusek and falafel, as well as a selection of fresh juices including hibiscus tea (karkade) and tamarin.

GRAND HYATT DUBAI

All throughout the holy month of Ramadan, Grand Hyatt Dubai will host a variety of Arabic restaurants from around the region that are known for their heritage and cuisine. The offerings will include the Grand Iftar in the ballroom and Sohour will be present in the Laylati Café where the experiences are set to replicate those in Damascus, Beirut and Cairo through the presence of the hotel’s specialty guest chefs including Habiba Kitchen from Amman that will be presenting the best in kunafeh, a wide selection of classic Arabic drinks will be created by chef Abou Alaa’ from Syria, original Bakdash ice cream from souk Al Hamidiya of Damascus and Gahsh Restaurant of Cairo will be dishing up traditional Egyptian delicacies and foul.

HOTEL NEWS ME JUNE 2015

TAKE 10

RAFFLES DUBAI

This Ramadan, Raffles is offering guests a somewhat unusual Iftar experience at Azur restaurant with a collaboration supporting Mawaheb Art Studio, an art studio for adults with special needs during the holy month, showcasing their artwork during Iftar with Raffles Dubai encouraging individuals to support this local non-profit organisation. Embracing the spirit of the month, Raffles is set to welcome guests to a fair of oriental delicacies. Leading the Ramadan culinary preparations at Raffles is the newly appointed Arabic head chef Mohammed Okla who has more than 15 years experience spanning across a variety of luxury hotels in the region. The Iftar at Azur holds promise to dazzle the taste buds with a soup station, cold and hot mezze assortments, lamb ouzi and Arabic mixed grill live set-ups.

FAIRMONT DUBAI

Located in the heart of Dubai under a soaring atrium, Cascades at the Fairmont Dubai is set to showcase international delights for Iftar with a Turkish twist and an extensive array of Arabic mezze, signature salads and grilled specialties. Led by the young Turkish Chef Mustafa Onder, guests can experience Ramadan the Turkish way with kisir, manti, adana kebab and desserts such as baklava and kunefe prepared in the original way. The Iftar buffet is available daily in Cascades during the holy month of Ramadan from sunset until 9:30pm, and is priced at AED 170 per person, including Ramadan juices.

AJMAN PALACE

All through Ramadan, the hotel will be serving a lavish Iftar buffet daily at the Majlis Ballroom for AED 120 per person. Ferghal Purcell, general manager of The Ajman Palace Hotel, explained, "we are making elaborate arrangements to offer our guests a unique experience. Setting the mood will be the beautifully decorated lobby leading to the spectacular ballroom." The Ajman Palace Hotel has also created a special offer for groups of 30 people and more that will be served in a private venue and guests have a choice of three menus available for AED 100, 110 and 120 per person to suit a group's requirement and budget.

DOUBLETREE BY HILTON

DoubleTree by Hilton Hotel has revealed this year's Ramadan Iftar and sohour options at the hotelâ&#x20AC;&#x2122;s signature Arabic restaurant Al Maeda, offering a selection of traditional Ramadan dishes from the North-Africa and the Levant regions. During the holy month of Ramadan, Al Maeda will be serving an extensive Iftar buffet with a variety of dishes from places across the Arab world including popular lamb tagine with traditional Lentil Soup and sweet umm ali. Other dishes will also be collectively representative from Egypt, Syria and Lebanon to name a few. The Iftar experience is also set to be enhanced with live performances by a trio playing Oud, Tabla and Kanun and the most popular TV shows will be shown in screens across the restaurant. For guests looking for a late breakfast, Al-Maeda will also be offering an A-la-carte sohour menu which will include premium and standard platters. JUNE 2015 HOTEL NEWS ME

TAKE 10

THE PALACE DOWNTOWN DUBAI The Arabesque appeal of The Palace Downtown Dubai is set to come alive with the taste of traditional cuisine at Ewaan, and Iftar is the perfect time to savour it with an iconic Ramadan tent welcoming guests to sample the authentic flavours served up for the Iftar buffet. The buffet will begin from sunset until 9pm priced at AED 230 per person, inclusive of Ramadan juices and water. Additionally, Ewaan will also be offering Souhour as the evening progresses into night-time, the iconic Ewaan Ramadan tent in an air-conditioned comfort whilst the lakeside tents offer unparalleled views of the Burj Lake and Burj Khalifa.

JUMEIRAH ZABEEL SARAY This year Zabeel Saray are offering Iftar in five of their restaurants, including Iftar in the Sultans Lounge which is set in the lobby of the resort and will offer an array of authentic Arabian delights. Imperium restaurant will be showcasing tradition with a twist. Al Nafoorah restaurant will be presenting a taste of Lebanon with a wide spread of mezze, main courses and desserts in surroundings which echo the Arabian influences of the Gulf. Lalezar will have an Anatolian Iftar with a touch of Ottoman magnificence offering guests the experience to relish exquisite Turkish delicacies and desserts served family style. An à la carte sohour menu will be offering a selection of Arabic mezze, main courses and Ramadan beverages will be complemented by live performances showcasing talent from the Arab world in

MÖVENPICK HOTEL IBN BATTUTA GATE Guests can break their fast with the descent of the sun amidst the perfect backdrop of Al Bahou’s stunning 88 Arabic lanterns at the Mövenpick Hotel Ibn Battuta Gate. The Gate will be offering a sumptuous Iftar buffet inspired by Ibn Battuta’s travels through India, Italy, Morocco and Asia, accompanied by the soothing sounds of a traditional Oud player. Al Bahou’s Iftar will feature a customary range of luscious dates and homemade Ramadan drinks, alongside an extensive spread of traditional Iftar dishes from all over the world, including; Moroccan Chorba, Middle Eastern Mujadarra, Khyar Bi Ladan as well as an array of cold and hot mezzes featuring hommus, babaganouj, kebbeh, fatayer and sambousek. There will also be a widespread selection of sweets and desserts including; umm ali, kunafeh, qatayef katayef, saffron mohalabia and madlouka.

THE ADDRESS DUBAI MARINA

The Address Dubai Marina, will be hosting Iftar in the Constellation Ballroom. where guests can mark the season of camaraderie with some sincere traditional hospitality. An Iftar buffet will be served complemented by refreshing Ramadan juices, in the stylish setting of the Ballroom, located on the 4th floor. Featuring an extensive selection of seasonal favourites, Arabic flavours, and international dishes with an Asian flair, including a variety of sweets and deserts. The hotel will also be offering an extensive array of shisha flavours, and an a- la-carte sohour are to be enjoyed at Shades, from 8pm onwards as well.

HOTEL NEWS ME JUNE 2015

JUNE 2015 HOTEL NEWS ME

F&B FEATURE

Flavours of Arabia INTRODUCING THE EXPERTS Greg Malouf - An Australian-Lebanese chef, who is internationally respected authority on Levantine flavours, and last year opened his first Middle East restaurant, Clé Dubai. “Arabic food has played an integral role in my life,” he explains. “I was born in Melbourne to Lebanese parents and grew up eating traditional Lebanese food cooked by my mother, grandmother and aunts. Food formed a strong link to the land of my forefathers and was ingrained in my cultural identity.”

Suzanne Husseini is a Dubai-based chef and TV personality, known for her cooking programme Sohbe Taibe on the Arabic food network Fatafeat, and her bestselling cookbooks When Suzanne Cooks and Modern Flavors of Arabia. She elaborates: “I grew up in Canada where my mother cooked the most amazing dishes. The flavours, the spices, the aromas from her kitchen always attracted the neighbours to ask ‘wow, what's cooking?’ I was enchanted by the food of our heritage.”

David Harnois, is the Rezidor Hotel Group’s area chef for the Middle East, highlights Al Boom restaurant at Radisson Blu Hotel Kuwait: “This is a restaurant located in a real, traditional Kuwaiti dhow. Al Boom was designed as a ship and sailed from India to dry-dock in Kuwait, with the purpose of not only becoming a one-of-a-kind dining experience, but also a connection to the country’s maritime history.”

Yves Lafond, executive chef at Qasr Al Sarab Desert Resort by Anantara, discusses the property’s traditional al fresco offering: “Arabian Nights at Al Falaj offers an outdoor Bedouin-style dinner experience in the middle of vast sandy dunes – the perfect way to experience authentic Arabian customs. The food, service, low cushioned seating, Bedouin tents, qanun player and open skies offer a truly authentic experience.”

HOTEL NEWS ME JUNE 2015

F&B FEATURE

Hassan Abdallah, executive chef at Ritz-Carlton’s Sharq Village and Spa in Doha, showcases the hotel group’s very first Persian restaurant: “Parisa – meaning angel – features traditional Persian dishes with a contemporary twist. It offers an elegant yet relaxed atmosphere, with beautiful views of the yachts and dhows in Doha Bay from the outdoor terrace.”

Henry Debs, general manager from Jumeirah Emirates Towers, of Al Nafoorah restaurant’s explains: “Al Nafoorah (derived from the Arabic word for fountain) has long enjoyed a reputation for serving the finest Lebanese food, along with generous helpings of Lebanese hospitality. Enjoy delectable culinary offerings, enchanting live entertainment and an inviting atmosphere in the refreshing ambience of a unique airconditioned marquee on the terrace.”

rabia is a word historically associated with exotic scents and flavours – from fragrant spices and juicy dates, to perfumed rosewater and creamy pistachios. Today, as growing numbers of travellers visit the Middle East for both business and leisure, the cuisine remains a central point of interest: a doorway into the region’s rich heritage. And this interest has stepped up in recent years, as global awareness of Arabic fare grows. Acclaimed Australian-Lebanese chef Greg Malouf – who opened his first Middle East restaurant, Clé Dubai, last year – observes: “International travel as well as increased accessibility to cookbooks is definitely fuelling this awareness. And of course, Arab nationals are migrating to different parts of the world, taking their heritage and food with them.” Malouf adds that Arabic fare is steadily garnering more attention amongst F&B professionals as well. “Many chefs are experimenting and fusing traditional recipes with local ingredients to come up with new dishes, making the cuisine accessible to a wider audience,” he explains. As a result, hotels across the Middle East are noticing an uptick in custom at Arabian outlets; and it’s not limited to one specific demographic. Yves Lafond is executive chef at Qasr Al Sarab Desert Resort by Anantara – home

to the Bedouin-style, outdoor dining experience Arabian Nights at Al Falaj. He believes dining combined with local insight is particularly appealing for guests discovering the region for the first time. “Having a strong interest in authentic experiences and local touches, the venue is a highlight for many of our guests, couples and families alike,” he says. Lafond adds that, during its operational months, from October to May, Arabian Nights at Al Falaj boasts the highest revenue of all the property’s outlets. Business travellers are also embracing Arabic-themed venues. David Harnois, area chef for the Middle East with The Rezidor Hotel Group, highlights Al Boom at Radisson Blu Hotel Kuwait – a converted dhow – as the go-to venue for large groups and events seeking local flavour. “Al Boom is popular with visiting dignitaries and delegations, as well as those requiring private lunches with that ‘wow factor’,” Harnois comments. In Doha, Hassan Abdallah is executive chef at Ritz-Carlton’s Sharq Village and Spa – the group’s first property to have a Persian restaurant, Parisa. “Locals and expats alike visit the restaurant…because of its authenticity,” he says. The customer base has becoming noticeably more diverse, as Qatar encourages both leisure and business tourism, he adds.

Past and present The charm of Arabic food is due at least in part to its familial origins: hearty home cooking, to be enjoyed and shared. Now, classic dishes are being taken to the next level by a new generation of chefs, and winning over hoards of modern diners as well. Dubai-based chef and TV personality Suzanne Husseini is known for her love and promotion of regional cuisine. “All good food in any culture started at home,” she says. “Great cooks take the dishes they know best and adapt them to a restaurant style. The key for me when doing this is to preserve the integrity of a traditional dish, while interpreting it for a more modern presentation.” Anantara’s Lafond agrees that new takes on traditional dishes are instrumental in winning over today’s consumers: “So perhaps traditionally chunky mezzeh are pureed to a smoother texture; lamb might be served medium-rare; soups, such as harira, served deconstructed – people’s tastes and expectations are constantly evolving, which of course is very exciting for chefs.” It may be an exciting new world, but Greg Malouf sounds a note of caution: “In our youthful hubris and enthusiasm for creating something new, we risk loosing touch with the hearty goodness of traditional cuisines that have stood the test of time. It is important dishes retain their integrity and are not reworked so much that they become something else altogether.”

JUNE 2015 HOTEL NEWS ME

F&B FEATURE

Tests of taste

Increased interest in Arabic cuisine is good news for regional restaurants, but they aren’t without challenges. Staffing, a recurring issue for chefs across the Middle East, is particularly tricky in this field – as Henry Debs, general manager of Al Nafoorah at Jumeirah Emirates Towers, notes. “One of the core issues I’ve faced is the quality of kitchen staff and a manpower shortage,” he admits. “In addition, with the lack of established culinary schools in Dubai, there is a void in the pool of suitable recruits from the local market.” Meanwhile the F&B industry as a whole goes from strength to strength, with new concepts constantly coming online. This keeps everyone on their toes, says Rezidor’s Harnois: “Restaurants in Kuwait

ASK THE EXPERTS: HOW TO ELEVATE ARABIC CUISINE TO THE NEXT LEVEL

“ARABIC CUISINE IS ALREADY ONE OF THE MOST SOPHISTICATED AND ELEGANT IN THE WORLD. BUT LIKE ALL THE GREAT CUISINES, IT NEEDS TO EVOLVE WITH A LITTLE INNOVATION AND CREATIVITY. NO COMPROMISES MUST BE MADE WHEN CHOOSING PREMIUM INGREDIENTS, FRESHEST SPICES AND HERBS, AND TECHNIQUES TO BRING OUT THE BEST OF A FOOD CULTURE THAT HAS, THROUGHOUT HISTORY, BEEN AN INTEGRAL PART OF SO MANY OTHERS.” SUZANNE HUSSEINI, CHEF AND TV PERSONALITY 54

HOTEL NEWS ME JUNE 2015

provide the majority of recreation, so we have a lot of competition, from every different global cuisine.” Sharq Village’s Abdallah agrees: “There is more competition now than ever. It’s our role to customise the guest experience…to set our offering apart.” Another issue is more specific to Arabic fare. With so many local variations on popular classics available, a restaurant may serve up a version that is simply not what the diner expects; as Anantara’s Lafond notes. “A hummus that tastes great to Jordanian and Saudi Arabian guests might be lacking in garlic for a Lebanese guest,” he explains. Suzanne Husseini goes on to say that all these existing variations can make it difficult for chefs to develop their own original take. “Fusion seems to be the way many chefs choose to delve into the cuisine of the Arab world. That can be a tricky path to take,” she warns. “People of this region hold on to traditions, and the food culture is no exception. Time will tell how the modern versions will fare.” However Greg Malouf insists a shake-up and some fresh ideas is just what Arabic cuisine needs to take it forward: “If you look at Lebanese restaurants, most of the chefs…play it safe. They have a set number of traditional dishes and they just don’t budge from them.”

Future fare With so many Middle Eastern outlets furthering regional cuisine in their own way, forecasting general trends is tricky. Perhaps, like hummus, each country has its own unique path for progression. In Kuwait, for example, the national cuisine is a cornerstone of everyday life and tradition – and as such, looks set to focus on sharing concepts and wholesome, family-style fare. “It will always be associated with a strong

national identity, with a desire to keep traditions alive and share them with international visitors as well,” says Rezidor’s Harnois. In other countries, more modern or fusion interpretations are on the cards. According to Anantara’s Lafond, in the UAE it’s “important to blend the latest trends with the authentic dining experience, to bring people closer to Emirati cuisine”. Styles differ from country to country. What remains the same across the board is pride in local cuisine; from local residents who’ve known it all their lives, through to the restaurant managers and chefs introducing guests to Arabic fare for the first time. So, as long as travellers remain curious and F&B professionals strive to combine traditional flavours with fresh ideas, Arabic cuisine and the outlets serving it cannot help but continue to flourish.

ASK THE EXPERTS: HOW TO ELEVATE ARABIC CUISINE TO THE NEXT LEVEL

“A FOCUS ON QUALITY PRODUCE WILL DEFINITELY HELP ELEVATE TRADITIONAL ARABIC CUISINE TO THE NEXT LEVEL. IT’S ALWAYS BEEN ABOUT THAT, AND WILL ALWAYS BE THAT. ALSO, PRESENTATION IS VERY IMPORTANT AND AN ART IN ITSELF. WE HAVE TO UNDERSTAND THAT DINING SHOULD CATER NOT ONLY TO TASTE, BUT ALSO APPEAL THROUGH SIGHT, SOUND AND SMELL.” SUZANNE HUSSEINI, CHEF AND TV PERSONALITY

F&B FEATURE

MOUSSAQ’AA (SERVES 12) Ingredients: 3 large aubergines ¼ cup olive oil and peanut oil mixture 2 tbs olive oil 1 onion, chopped fine 6 cloves of garlic, sliced thin 12 tomatoes, diced 1 tsp allspice 1 tsp cinnamon 2 tbs sugar 1 tbs pomegranate syrup 1 can (about ¾ cup) chickpeas, rinsed and drained ½ cup pine nuts, toasted ½ cup chopped mint Salt and pepper

RECIPE: SUZANNE HUSSEINI’S MOUSSAQ’AA COOKING INSTRUCTIONS: Preheat the oven to 230°C. Peel the aubergines and cut lengthways (about 1cm thick). You should get four slices from each aubergine. Brush both sides with olive oil and place on a baking sheet. Roast until golden brown. Remove to cool completely. In a large skillet, heat 2tbs of olive oil. Add in the garlic and onions and sautée until soft and translucent. Add in the chopped tomatoes, allspice, cinnamon, sugar, pomegranate syrup, salt and pepper. Allow to come to the boil. Add the drained chickpeas to the tomato sauce. Lower the heat and leave to simmer and thicken slightly (about five minutes). Lastly, stir in half the amount of pine nuts and set aside. To serve, put one roasted slice of aubergine on a platter, spoon the tomato chick pea sauce over the thicker side and fold over to cover the filling. Proceed with the other slices. Garnish with mint and the remaining toasted pine nuts. Serve with a salad. Moussaqa’a can

JUNE 2015 HOTEL NEWS ME

MEET THE EXPERT

Performance talk Rupprecht Queitsch, CEO of INHOCO – International Hospitality Consulting Group discusses Dubai’s Q1 performance levels In Q1 2015, Dubai has the highest ADR and RevPAR among the top 12 cities in the world. With an ADR of USD 267.90; RevPAR of USD 230,57 and occupancy of 86.1% Dubai surpasses Paris, Hong Kong and New York. Only Sydney and Tokyo experience similar occupancy levels, but at a much lower ADR. While a great performance compared to global cities, at high ADRs due to relative high share of luxury RUPPRECHT QUEITSCH, hotels, locally Dubai is experiencing CEO OF INHOCO – INTERNATIONAL HOSPITALITY CONSULTING GROUP a slight slowdown in performance. During Q1.2015 the average occupancy in Dubai hotels fell by 2.2% vs Q1.2014 and ADR reduced by 5.0% vs Q12014. Egypt and Lebanon are regaining some of their lost markets – in particular from Russian and Ukrainian tourists, but also from Eurozone countries choosing a value offering due to their weaker Euro. However, the main reason for the drop in individual hotel occupancy in Dubai is that demand is outpaced by the continued growth of room supply, with supply growing 6.2% the last 15 months, while hotel demand in March was “only” 4.5% vs last year. In 2015 the sub-areas within Dubai are also starting to take form, each catering for very different target groups. Old Dubai (Deira and Bur Dubai) attracting smaller businesses with the many traditional 3-4 hotels with low rates, still experience the highest occupancy levels of 90%. Luxury leisure tourist choose The Palm and JBR Beach, where demand has outpaced the high growth in room inventory (9.9% added supply in JBR alone). Meanwhile, the Downtown area has struggled to keep up, with 5.4% less room sold vs Q1.2014. The opening of the Dubai Opera House and increased events at Dubai Exhibition Centre may see the return of Downtown performance. Finally the area around Sheikh Zahed Road, ideally located for corporate travel, still see an increase in demand (+5.7%), though not at the same speed as the new supply (+7.7%). In order to achieve the ambitious goal set by DTCM of 20 million visitors in 2020, the tourism industry must diversify and cater for budget and middle class. In Q1.2015 the room supply still grew within Upscale and luxury segments, welcoming e.g. Hyatt Regency Dubai Creek Heights; the Manzil Downtown Dubai; and the Pullman Hotels and Resorts at Jumeirah Lakes Towers. However, a large number hotel developments within the Midscale segment have been announced, latest HMH announced a doubling of their rooms in the UAE – many through mid-scale and B&B brands. The success of these hotels will allow Dubai to maintain the position as one of the most attractive destinations in the world, reaching new target audiences and maintaining a high occupancy and healthy RevPAR. 56

HOTEL NEWS ME JUNE 2015

A decent CV only tells you half the story Burton, executive director at boutique executive search firm Eagles Spearing Consulting, suggests that a candidate’s CV is just the starting point, the real information is gleaned through the questions that are asked at the time of interview

PIERS BURTON, EXECUTIVE DIRECTOR AT BOUTIQUE EXECUTIVE SEARCH FIRM EAGLES SPEARING CONSULTING

At Eagles Spearing we receive and review hundreds of CVs every week, although many of these are unsolicited and sent by job seekers through our website. Whilst we’d be pleased to help some of these proactive souls in their search for betterment, we tend to give most of the CVs little more than a cursory glance unless they’ve been received from prospective candidates with noteworthy experience in the leisure and retail industries, the sectors where we concentrate a significant majority of our time. Seeing so many CVs we have quickly learned which, by their format and content, will be of interest to a client, or not. As such, a lot of our time is spent in thoroughly pre-interviewing prospective candidates for our clients, not just to verify if they could be suited to the role in question, but also to get beneath what is written within the CV to appreciate what else needs to be presented within this essential record of their experience and achievements. By asking questions about how they have performed in certain situations, or why they have left one or two of their previous employers, a well-qualified consultant is quickly able to gauge how a candidate might be suited to a company and the role that we are recruiting for. If deemed suitable, we then advise candidates to add the details they have disclosed to us, to beef up their profile and better represent their credentials when we present their CVs to our clients. A good CV will open the door to a client interview. From a client perspective, my message here is ‘Don’t judge a book by its cover’. An interview only presents a great opportunity to explore a candidate’s suitability if the CV has been studied and the right questions prepared, based on what experiences are listed. It is very hard to determine a person’s personality through a CV, so exploring their character-fit for the company is as important as gauging if their experience can add value to the business. Be prepared or miss out on a candidate’s true potential.

JUNE 2015 HOTEL NEWS ME

SUPPLIER FOCUS: LAUNDRY EQUIPMENT

Lets talk laundry

Hotel News ME asks laundry equipment specialists to elaborate on how machinery has progressed and changed over the years and what new innovations the hospitality sector should be keeping an eye out for

The experts

NASSIERA GUEDICHI, FABRIC CARE PORTFOLIO LEAD, SEALEDAIR

PHILIPPE R. BACHA, MANAGING DIRECTOR, SOLARCO EQUIPMENTS

JAYARAMAN NAIR, CHAIRMAN, VIS

SEAMUS DESMOND, DIRECTOR OF BUBBLE LAUNDRY

SREEJITH NARENDRAN, PRINCIPAL CONSULTANT, MAGNARAB EQUIPMENT TRADING

How has laundry equipment changed and pro-

Narendran: Laundry equipment has changed over

Guedichi: Equipment hasn't changed in terms

gressed in recent years?

recent years with special focus now given to the

of philosophy in operation, the main focus of the

flexibility in operation and energy efficiency more

manufacturing companies have been dedicated on

Nair: In recent years laundry equipment across the

than ever before. Cycle time reduction without

sustainability. Therefore, we now see ironers and

region has been steadily increasing in operational

compromising the wash quality is critical as the

dryers with better energy efficiency and washing

efficiency, partly through improved mechanical and

laundries are always pressed for quick turnaround

machines, which consume less water and energy.

chemical technologies. This means that the laundry

of the loads. High spin and soft-mount washers

In combination with this, Diversey Care is offering

industry has become faster, more efficient and more

have replaced the rigid-mount conventional wash-

low temperature chemicals, thus contributing to

competitive. There have also been new mechanical,

ers in most industrial applications.

the overall sustainability in the laundering process.

software and chemical systems, which give customers

The low temperature helps in reducing the laundry

greater accuracy, more detailed management infor-

Bacha: The laundry equipment industry has progressed

managers water consumption , steam consumption

mation and better results.

positively over the past few years thanks to worldwide

and energy consumptions thus confirming our com-

efforts to reduce the carbon footprint of these high-

mitment towards sustainability as well as giving the

Desmond: In many ways the industry hasn’t changed

energy consumption machines. This effort is not only

cost laundry manager cost saving benefits.

a great deal since I started my own commercial laun-

limited to energy consumption but also to the impact

dries in Ireland 30 years ago. We still wash with soap

of the drainage water which is mixed with laundry

and water, dry it, iron it and deliver it on time.

solvents and perchloroethylene (PERC) that are used

There are of course many changes that have come about

in dry cleaning machines. We have also introduced

in this time, the biggest changes have been to improve

energy efficient machines into this market where water

the quality of processing, the duration of the textiles,

and electrical consumption are reduced by up to 40%

and also the biggest change is the asset management for

and that do not require any drying fume extractions

customers linen both from the point of view of RFID

anymore. These should soon be seen as the most appro-

tagging linen as well as tracking it in batches.

priate offering for laundry equipment in this industry.

HOTEL NEWS ME JUNE 2015

“WE NOW SEE IRONERS AND DRYERS WITH BETTER ENERGY EFFICIENCY AND WASHING MACHINES, WHICH CONSUME LESS WATER AND ENERGY” – GUEDICHI

SUPPLIER FOCUS: LAUNDRY EQUIPMENT

What new innovators are being seen in the

up to 20% with its water treatment programs and

market for hospitality professionals regarding

recycling procedures.

human error the better our service will be. Narendran: Laundry is a material handling plant,

the laundry process? Desmond: Radio frequency identification (RFID)

first sorting then transporting, storing and distribut-

Bacha: Laundry processes as a whole have not

chips are the biggest technological innovation for the

ing the loads and these are key areas in which laun-

changed majorly in the past few years but it is

hospitality industry in the last 10 years. A tiny chip

dry equipment needs to excel in, and technology has

the equipment themselves that are seeing major

is placed in every piece of linen, this can then be read

progressed in terms of faster identification, automatic

enhancements. In particular we are seeing a rapid

remotely by the hotel and the laundry making the

sorting, and distribution which has revolutionised

replacement of PERC dry cleaning machines by

the otherwise manual systems.

alternative hydrocarbon ones as well as the use of other innovative wet-cleaning solutions. Nair: Currently, the environmental consciousness is gaining a lot of importance worldwide and therefore an increasing number of washers are now designed to have a lower water to kilogram ratio and faster spin speeds to reduce water consumption. Operatorfriendly equipment with tilt facilities, automation and up-to-the-second microprocessor displays are helping laundry managers have more control and

“OPERATOR-FRIENDLY EQUIPMENT WITH TILT FACILITIES, AUTOMATION AND UP-TO-THESECOND MICROPROCESSOR DISPLAYS ARE HELPING LAUNDRY MANAGERS HAVE MORE CONTROL AND DETAILED REPORTS OF THEIR DAILY OPERATIONS” – NAIR

detailed reports of their daily operations. Chemical

Bacha: As in most industries the digital age has also reached the commercial laundry world where better control of laundry programs and even remote monitoring through smartphones are now available with some advanced manufacturers. What are the top three features laundry equipment should feature and why? Bacha: Water consumption is one of the most important aspects that should always be taken into

suppliers are also trying to supply biodegradable and

consideration especially in a region such Dubai

phosphate-free chemicals, which can also give good

task of counting, stock taking, asset tracking incred-

where water is in short supply. Energy consump-

results at low temperatures.

ibly easy, efficient and quick. More hotels are catch-

tion is another very important aspect that should be

ing on to this technology now and we are delighted

closely studied. Regardless of whether the laundry

to be able to offer them a fully RFID compatible

is electronically, gas or steam operated the overall

service from Bubble too.

cost and environmental impact should be seriously taken into consideration when choosing your next

Narendran: Innovations such as RFID identification

commercial machine.

systems, waste water recycling, new solvents for dry-

Reliability is in my opinion the third most impor-

cleaning is becoming increasingly popular. However,

tant aspect to be considered. This relates not only to the

the major paradigm shift that we see is that the

quality of the machines installed but also to the proper

laundries are now more focused on the configuration

technical support that is readily available in the market

and workflow design which enables them to perform

where they are installed. Seeing as those machines

under pressure.

represent a high initial cost of acquisition an investor will not have created a redundancy plan through the

How has technology impacted the ways in which

purchase of any additional back up machines. Hence

equipment is used?

equipment failure needs to be addressed immediately to avoid major operational impact.

Guedichi: Technology is now really effective, for example, we moved from manual to automatic dosing

Nair: Today’s washer extractors are available with a

Guedichi: Due to the recent increase in utilities we

systems. Diversey Care MIS systems obtained from

dizzying array of features, configurations, sizes and

see an opportunity to help our partners reduce their

our dosing platforms helps the laundry manager in

utility costs while they maintain the same efficacy

being more knowledgeable on his production data,

benchmarks. Diversey Care Clax Advance 60C is

costs and production planning, thus contributing

a premium low temperature laundry program that

to an increase in productivity while maintaining a

helps hoteliers and commercial laundries reduce

low cost.

their utility by 8% -10% as well as increased capacity whilst they retain low rewash levels. Furthermore,

Desmond: Some of the greatest improvements

with the chemistry of wash process provided Di-

in laundry technology is in the automation of the

versey Care is able to increase the linen lifetime up to

laundry process. There is a huge amount now that

33%, adding to the cost sustainability of its partners.

computers and machinery do that would have previ-

Stressing on the utility cost increase, we have seen

ously been done by humans. Without a doubt this

an increment of demand to seek expertise to reduce

has the effect of improving the quality of service. We

water consumption. Diversey Care water treatment

recognise that for operators it can be a repetitive job

team has the expertise to reduce water consumed by

and the more we can relieve them of the potential for

JUNE 2015 HOTEL NEWS ME

SUPPLIER FOCUS: LAUNDRY EQUIPMENT

“SOME OF THE GREATEST IMPROVEMENTS IN LAUNDRY TECHNOLOGY IS IN THE AUTOMATION OF THE LAUNDRY PROCESS. THERE IS A HUGE AMOUNT NOW THAT COMPUTERS AND MACHINERY DO THAT WOULD HAVE PREVIOUSLY BEEN DONE BY HUMANS. ” –DESMOND

styles. So much so that you can get lost trying to

improve linen life. Lastly, robustness, the idle time of

charts in order to educate the staff on the do’s and

determine which combination of attributes is best

the equipment means loss of money, so less breakdowns

don’ts. Also, we organise frequent staff training

for your laundry.

and low response times in technical support are decisive

sessions to double check the understanding in safe

factors when choosing laundry equipment.

chemical handling and good laundry practice.

The top 3 features laundry equipment should feature is firstly, configuration, like other products, there are variations in configurations available to

Narendran: Washer extractors should always include

fit your situation and budget. Today’s washers have

soft-mount suspension as this is critical to avoid vibra-

evolved to a point where they can offer many fea-

tions to the floor, secondly, a high speed extraction in

tures. For example, there are washers available with

washers for faster evaporation of water and lastly, field

high-speed extract that will accelerate your produc-

programmable controls for operational flexibility.

tion and reduce your carbon footprint substantially. This advance alone can save enough energy to pay

What safety features should staff know about

for your entire laundry over the years and reduce

regarding laundry equipment?

your carbon footprint from the very first day. Secondly the argument of soft-mount washers

Bacha: All prominent laundry equipment manufac-

“THE DIGITAL AGE HAS ALSO REACHED THE COMMERCIAL LAUNDRY WORLD WHERE BETTER CONTROL OF LAUNDRY PROGRAMS AND EVEN REMOTE MONITORING THROUGH SMARTPHONES ARE NOW AVAILABLE WITH SOME OF THE MORE ADVANCED MANUFACTURERS” – BACHA

vs. hard-mount washers: Again depending on one’s

turers are bound by international health and safety

budget and requirement this feature in a machine

standards to include all necessary safety features. Those

is looked into. A large majority, however, prefer

are closely monitored in all developed countries thereby

soft-mount washers as they contain large springs and

reducing the safety risks directly related to the machines.

shock absorbers inside the unit to isolate the drum

However laundry operators should include stringent

What security features should hotel staff be aware

from the frame of the washer.

safety protocols and regular user trainings to avoid

of whilst using large industrial machines?

This is absolutely necessary with a very high-speed

injuries resulting from misuse. On the other hand there

extractor machine because a rigid frame washer with

are risks associated with working in a laundry environ-

Bacha: It is essential to ensure that proper

the drum’s bearing bolted directly to the internal

ment that can often be unavoidable and those include

safety processes are put in place and that the users

frame and the frame bolted to the floor would

the inhalation of PERC and other solvents.

operating all the machines are trained correctly.

potentially shake your entire building and possibly break the floor and wall of your laundry room.

Recommended safety accessories include breathing Nair: It’s a high-pressured job taking care of laundry

masks for example when replenishing PERC in dry

facilities, and hotel personnel need to be constantly

cleaning machines are not always implemented in

in the equipment helps reduce the time, energy

alert and aware of their surrounding at all times. The

this market.

and controls the temperature of the water. Having

most common accidents in industrial laundries involve

a programmable feature would definitely reduce

chemical exposure, sharp objects left in soiled linen,

a more active role in ensuring those safety recom-

production time for heavy loads.

slips from wet floors and exposure to pathogens in

mendations are implemented.

Lastly, programmable machines: This feature

It is our opinion that municipalities should take

contaminated linen. While these problems can usually Guedichi: Number one is ease of usage. Even if the

be avoided by standard precautions and a little common

Desmond: We are very lucky to have brand new

machines have become "smarter", they are still being

sense, they can and do happen. Laundry machines use

machinery at Bubble and with this comes a huge

operated by average users in terms of knowledge, so

high-pressure steam and dangerous chemicals. Poor

number of safeguards and shut offs to ensure that

they need to be easy to operate. Secondly production ef-

maintenance can cause injuries such as severe burns and

possibility for injury is minimised to the lowest

fectiveness, while being able to consume low level of re-

chemical exposure. Hoses, steam lines and other parts

extent. Of course to supplement this our staff also

sources, all customers would like to have a clax advance

must be checked and replaced regularly.

undergo rigorous training before commencing work

system that will consume less energy, water, steam and

Guedichi: We support laundries with good practice

as well as later on the job training.

HOTEL NEWS ME JUNE 2015

SAVE THE DATE Hotel News ME is proud to launch the inaugural Executive Housekeepers Summit. Bringing together housekeepers from across the region for a day of workshops, panel discussions and debate Giving delegates a prime opportunity to network and discuss the landscape of the ever changing hospitality industry

November 2015

Speaking Opportunities

Sponsorship Opportunities

sophia@bncpublishing.net

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JUNE 2015 HOTEL NEWS ME

LAUNDRY PRODUCTS

PRODUCTS YOU SHOULD KNOW ABOUT

Showcasing some of the hottest laundry products available to the hospitality sector

Clax Spring Perfume spray-on

Clax Spring is a fragrance specially developed for use in commercial and on premise laundries. This product is especially suitable for use in linen rooms as it is a liquid fragrance based on an excellent perfume. Drying at high temperatures will cause evaporation of much of the perfume adsorbed onto fabric during the wash, therefore spraying on of Clax Spring will restore the fragrance effect and will leave a pleasant smell on fabric. sealedair.com customerservice.uae@sealedair.com

HS ECOCARE washer

HS ECOCARE washers in load capacities of 22 – 35 – 55 kg can offer up to 40% water savings without any compromise in the washing quality results and come with revolutionary closed circuit tumbler dryers mode. Functionalities include, RZ PLUS in load capacities 16 – 25 kg and do not require any installation chimneys (no exhaust) and result in 50% electricity or steam savings without any increase in normal drying times. solarcoequipments.com hotelnews@solarcoequipments.com

CARBONELL Tunnel washing systems

CARBONELL Tunnel washing systems are extremely flexible and robustly built continuous batch washing systems. Unlike conventional tunnels, they are able to perform large loads with the same flexibility as washer extractors owing to the special patented design of the systems. The CBW system is also modular which means the system can be ordered for the current requirement and can be extended as the loads increases in future. magnarab.com info@magnarab.com

DANUBE Barrier Design Washers

Clax Deosoft Breeze Conc

Clax Deosoft Breeze conc is a concentrated fabric conditioner based on biodegradable cationics, quaternary ammonium salts. In the wash solution, these positively charged cationics, adsorb to the negatively charged surface of fabrics. Once adsorbed onto fabric the cationic has a lubricating effect. During the drying process, this prevents interlocking of individual fibres and build-up of static electricity (especially on synthetic fibres, additionally n addition lubrication facilitates ironing/calendering. The product has also been formulated with a longer lasting modern perfume, which leaves a pleasant smell on fabric. sealedair.com customerservice.uae@sealedair.com

Clax Profi forte

The Clax Profi forte is based on an effective blend of surfactants, water hardness sequestrants, anti-greying and anti-corrosion agents. The sequestrant system ensures low water hardness ion concentration and consequently prevents precipitation of detergent components. In this way the building system also functions as anti-greying agent by preventing formation and deposition of water hardness salts onto fabric. In addition ingredients with anti-redeposition and anti-incrustation properties have been included in the product. sealedair.com customerservice.uae@sealedair.com

Clax Sonril Ultra

The Clax Sonril Ultra is a well-stabilised and effective Ultraentrated high temperature bleach system based on hydrogen peroxide. It is a very thin liquid, which makes it easily pumpable, ensuring optimal delivery in the wash solution. This product can be applied on all types of fabric (except nylon), including coloured articles, at 75 – 90 degrees. sealedair.com customerservice.uae@sealedair.com

DANUBE Washer Extractors

DANUBE barrier washers reduce the risk of spreading nosocomial infections during laundering and are designed with a durability factor in mind as an ergonomic heavy duty machine which requires little maintenance. Water consumption and energy consumption to heat the water are low because of the small space between the inner and outer drum.

DANUBE International’s large range of washer extractors have been designed to reduce water, utilities and detergent consumption, with most of the machines requiring 11 liters of water per kilogram washed at a mild temperature without a pre-wash. DANUBE International washers are built to have high quality wash and very efficient extraction G-force up to 440 on the ASEP and CS ranges.

danube-international.com b.jomard@danube-international.com

HOTEL NEWS ME JUNE 2015

SUPPLIER FOCUS: EXPERT VIEW

THE NEW AGE OF LAUNDRY Rayu K. Priolkar, general manager, Metropolitan Laundry, Habtoor Grand Resort & Spa, Autograph Collection discusses how laundry equipment has progressed over the years and what new developments are helping housekeepers

RAYU K. PRIOLKAR, GENERAL MANAGER, METROPOLITAN LAUNDRY, HABTOOR GRAND RESORT & SPA, AUTOGRAPH COLLECTION

ver the years laundry equipment in the industry has expanded with new technologies and choices available in the market. The laundry market has gone from manual to automation and continuous batch washing has become the norm for bulk work. In addition, flat work ironers now come with auto feeders and folders to further reduce the man hours required and increase productivity. Habtoor Grand Resort & Spa works with Metropolitan Laundry and we provide the highest quality service and modern equipment in the industry. Commercial laundries are usually very well established with many hotels across the region outsource linen and guest laundry, helping them to streamline their operation. They also then benefit from working with a company that understands the high demands of the hospitality business. At The Habtoor Grand Resort & Spa, Autograph Collection we outsource all of our linen, recreation towels and uniforms , with the on-site laundry exclusively catering to the guest needs.

The highest level of training is given to each member of the team at Metropolitan Laundry, ensuring that customers are guaranteed dedicated and personalized customer care and services available 365 days a year. The training of the staff is focused on developing skills and making sure the people we hire have the right attitude for the job. Our staff are trained to present themselves well to guests in terms of greeting, organization of requests and answering the phone. We also train them on how to handle different clothing materials and the right equipment to use, including chemicals, washers, pressing machines, spotting, checking, packing and delivering of guest laundry. All tasks

are performed as per the set standard to achieve highest guest satisfaction and we can only achieve this with regular training and re-training. We are a prime example of how developments in the industry are helping housekeepers with their job role and changing the face of the industry in the region. Technology such as laundry chip management systems means there is much more transparency in the business and housekeepers are aware of where their linen is at all times. With all of these these changes housekeeperâ&#x20AC;&#x2122;s responsibilities have been reduced and it has become very easy for them to run the laundry department with minimum staffing.

The evolution of laundry There are many challenges in the laundry business, new hotels in the market have started outsourcing their linen to reduce their overheads. Hotels, however, still need to be careful about which service providers they choose as the industry is still expanding. Often lower price options lead to a lower level of service and increased risks of damage to laundry. The trend of leasing linen to hotels is growing in the market and time will tell how efficient and effective these types of services will be. We will see more and more commercial laundry services in the near future but they will only be successful if highly qualified management is set up to lead the business. Large hotel groups are building a central laundry business instead of having laundry in each hotel, this process will help the hotel reduce its utility and labour costs significantly. Not only this, it will also help environment. As we know too well at the Habtoor Grand Resort & Spa, Autograph Collection, successfully running a hotel is based on its team, itâ&#x20AC;&#x2122;s like an army. Whether working at the front-of-house or behind the scenes, all the various teams coordinate and work hard towards a common goal. When it comes to the laundry department, we have six staff members looking after hotel laundry operation which is headed by one Supervisor who controls the processes. When a call is received from the guest, the laundry valet goes to the room, greets the guest when door is opened and collects the laundry from the guest whilst noting any special instruction from the guest and confirms delivery time. The laundry is then taken to the laundry room and follows a procedure which includes sorting, washing dry cleaning, drying, pressing, sorting for deliver, packing and is then delivered to the respective guest. It is almost an invisible taskforce that work day-in-day out to ensure that all tables, rooms and staff are in immaculate conditions and making sure the high standards of the hotels are adhered to. JUNE 2015 HOTEL NEWS ME

ADVERTORIAL

INTELLIBOT debuts at the FM Expo

Intellibot swept away any completion the annual FM Expo in Dubai last, at the first debut of this robotic cleaning droid in the Middle East

ealed Air, Diversey Gulf made a splash in the Middle East’s industrial robotics cleaning arena last month with the launch of Intellibot, its revolutionary robotic cleaning machine. Launched at the FM Expo, in the World Trade Centre in Dubai from 18th to 20th May, the debut of Intellibot coincided with the 60th anniversary of the manufacturer’s TASKI brand of floor cleaning machines, which as a single disc machine revolutionised the transition from manual to machine cleaning. Sealed Air Vice President, MEA, Somer

Gundogdu, and Intellibot CEO, Erick Frack, were present to share the news including the acquisition of Intellibot Robotics LLC, a USbased privately owned company that specialises

in the development of commercial floor cleaning robots. “The reason Sealed Air took such a bold step as to combine Diversey Care's industry expertise and global footprint along with Intellibot's artificial intelligence technology was to help accelerate the development of the robotic floor cleaning technology, and ultimately to drive efficiencies and business value for the hygiene industry. “The robotic cleaning machines we have on display are already in operation in signature facilities like the Changi Airport, Singapore, Sydney University in Australia and Mayo Clinic in the U.S.” said Somer. There are three clear benefits of the robotic

“WE ARE EXTREMELY EXCITED TO BRING THIS TECHNOLOGY TO THE MIDDLE EAST AND WE ARE PROUD TO LEAD THIS TRANSFORMATION IN OUR INDUSTRY”

HOTEL NEWS ME JUNE 2015

technology. The first is labour productivity because today we need one person to operate a cleaning machine, whereas with Intellibot, one operator can operate multiple machines. The second benefit is the ultimate standardisation of cleaning. As the cleaning path and cleaning methodology is programmed into the robots you can be absolutely sure about the cleaning efficiency every time the Intellibot is used on a surface. The third benefit is in total operational savings. As the robots can work in the dark you have significant savings on the electricity bill, you can stop cleaning teams from working unsociable times and prevent unnecessary overtime costs. Similar to all TASKI machines launched, Intellibot also provides up to an 85% reduction on water and chemical dosage optimisation compared to manual cleaning machines. “So, we are extremely excited to bring this technology to the Middle East and we are proud to lead this transformation in our industry; with the use of robots, smart services and connected solutions to analyse the cleaning habits of our customers, drive productivity improvements and optimise the total cost of ownership,” added Somer. Intellibot has developed three machines to serve different cleaning needs: Hydrobot – a scrubber for hard surfaces; Duobot – a sweeper/scrubber for hard surfaces; and AeroBot – a true vacuum for carpeted surfaces. The machines are versatile and they allow the operator to quickly switch between manual cleaning and hands-free cleaning with the aid of a touchscreen. The operator can just push a button and walk away to clean in other areas while the floor is cleaned, thus allowing for multi-tasking. The hands-free cleaning Operating System (OS) incorporates up to 19 sensors, giving the robot a 360-degree view of its surroundings, and allowing it to operate and clean on its own. Sensors detect obstacles as well as people – stopping to let them pass before proceeding. Though some companies have experimented with robotics, traditionally the key deterrent to the adoption of this technology by the cleaning sector has been the cost factor. Addressing this aspect, Erick said the industry needs to look at the “total cost of ownership” as opposed to price per unit for long term benefits. From the Intellibot family, there are 200 machines in the market at present and they are all functioning well, he noted.

MARKETPLACE

Market place The supplier and buyer roundup of news, products and services

Desert Snow introduces areasana Snow Rooms to UAE

HOST Milano 2015 to showcase section dedicated to layouts and tableware

Desert Snow, pioneering specialists in winter effects has introduced another unique solution by recently debuting the renowned areasana® snow rooms to health-conscious individuals and wellness facilities across the region. The areasana® Snow Rooms are purpose built rooms of up to 12 sqm, featuring an automated snowmaking system that produces soft and fluffy real snow from just air and water 365 days a year. Ben Elliott-Scott, managing director, Desert Snow discussed the latest innovation saying, “areasana® offers an optimal indoor climate with an attractive design and a variety of positive health benefits. The cold air invigorates the respiratory tract, stimulates the senses, and improves our appearance and overall wellbeing thus making it the perfect addition to any health club, spa or private residence.” desertsnow.ae | info@ desertsnow.ae

The international hospitality exhibition HostMilano will take place at the Fieramilano fairground in Rho from 23- 27 October 2015 and the show will be presenting new trends from all over the world in layouts and tableware for HostMilano 2015 takes place on 23-27 October hospitality. An amazing number of new companies and numerous new trendsetters in the sector will be exhibiting at Host for the first time or returning to participate in this year’s show. The exhibition, where manufacturers will come to present cutting-edge proposals, blends of technology and design in its most original form and three macro-areas bring will together similar industries under the same roof. In the Furniture & Tableware section, solutions for layouts and tableware in all kinds of formats for commercial catering find the perfect context for presentation and business interaction, as part of complete, exclusive plans, from tables and chairs, interior and outdoor furniture, bathrooms, technology, lighting installations and complementary technologies, also inclusive of cutlery, table linen, trays, silverware, porcelain, carafes, plates and glasses, arranged on the table in their natural setting.

Areasana cold room & snowtree

JustIN, the new mobile app from SALTO that allows smartphones to serve as hotel room key

JustIN App

HOTEL NEWS ME JUNE 2015

The new JustIN mobile key app developed by SALTO, communicates securely via the Cloud and enables a hotel guest to receive their room key online, anytime and anywhere, the guests are able to receive the room key directly to a smartphone (iOS and Android devices) without going to a hotel reception. The SALTO mobile key works across the SALTO product range including XS4 and AElement electronic locks collections and to use the mobile key solution, no special software is required as it combines Ultralight C, Desfire EV1, Mifare Plus, Bluetooth and NFC technologies into one secure package. Additionally, the mobile key cannot be duplicated, unlike mechanical keys or some RFID technologies as it has encrypted data transfer that uses SSL (Secure Socket Layer) AES 128 bit encryption opening procedures. saltosystems.com

MARKETPLACE

5 MINUTES WITH GIRISH MAHTANI

ASSA ABLOY Hospitality introduces mobile access solution for hotel security

Girish Mahtani, managing director, Nine Stars International

Could you provide a description of your company? Nine Stars International (NSI) is a bespoke contract grade furniture manufacturing company based in Dubai, we are able to materialise an idea that a designer comes up with and then we give it life, structure, a purpose.

What does your company offer that other suppliers in your field do not? Firstly, NSI has production facilities in Italy, Vietnam and Thailand, and as a result we can manufacture specialty items using mother of pearl, snake eggs, foils and dyed lacquer. It’s also where furniture and accessories in metal and glass, different woods, upholstery and lacquer are made. In the Asian production plants all wood is dried in our in-house kiln, which helps to control the moisture content. These plants also have their own foundries, which allow all metal work to be done in house. In Italy the model is totally opposite where all the work is done out of the factory and outsourced to “specialists” in their field and then assembled at the factory. Sustainability is very much front of mind and all factories are COC certified under the FSC (Forest Stewardship Council) to produce a greener more eco-friendly product.

What are some of the challenges Nine Stars face? The biggest problem the industry faces is usually with hotel furniture and the issues lie in the details. Often minor things get overlooked, but we make sure to check the specifications correctly. Details we take into account are if a chair doesn’t fit under a dresser or gets banged mid-way in; how the doors of a mini-bar need to be fully opened at 180 degrees to access the drawers; how the minibar and cabinets are aligned with left-hand/right-hand orientation. We pay attention to these details and supply goods that take all this into consideration. The practicality and functionality, the aesthetics, the longevity and the quality and the comfort are all considered when making a NSI product. We have the ability to supply all products a project requires.

What growth do you anticipate to see over the course of the year? There is a lot of demand for the “right product” in the domestic as well as the international market and we hope to service this requirement in the years to come. We are in the fortunate position that our work spans projects globally.

ASSA ABLOY Hospitality (VingCard Elsafe) has announced the deployment of its ASSA ABLOY Hospitality mobile access; a highly advanced mobile phone- based keyless entry solution developed specifically for the global hotel market. Already implemented in more than 30,000 guestrooms at over 100 properties worldwide, the mobile access solution allows hotel guests to bypass the front desk and use their own mobile phone or device to securely access their assigned guestroom. Among the critical benefits this proven technology solution provides are increased speed, convenience and efficiency for guests, as well as streamlined front desk operations and reduced operational costs for the hotelier. Commenting on the new launch, Gard Gabrielsen, product director of mobile access & credentials at ASSA ABLOY Hospitality explained, “today, hotels are looking at a variety of mobile-based solutions that facilitate one-on-one communication with their guests, our mobile access solution helps drive this by adding value to their mobile strategies and making them even more relevant to their customers. On the operational side, it frees up the front desk team to focus on other important aspects of guest service, which reduces costs and ultimately drives loyalty and revenue.” The ASSA ABLOY Hospitality mobile access is powered by Seos, the world's first multi-platform ecosystem for issuing, delivering and revoking digital keys across a broad range of smart devices, including mobile phones, micro-processor cards and wearables, such as smart watches. The Seos protocol meets the most stringent security standards and includes secure messaging, strong authentication and data confidentiality. assabloy.com | info@assabloy.com

JUNE 2015 HOTEL NEWS ME

MARKETPLACE

ACME COFFEE CUPS

Desso showcases new LED carpet

Acme & Co is the brainchild of Jeff Kennedy, NZ Specialty Coffee Association inaugural Lifetime Achievement Award recipient and godfather of NZ espresso. Acme & Co was founded in 2011 by Jeff and partner Bridget Dunn from Jeff's longstanding ambition to create the cups he had always wanted. Acme cups and saucers are made of fine cafe quality crockery from the highest quality porcelain. Highly durable, dishwasher safe and well insulated. Acme cups feature large handles for ease of use. More and more professionals around the world are using the Acme cups and saucers for competitions and their establishments. muddle-me.com info@muddle-me.com.

Lightair IonFlow 50

Lightair Ion-Flow

Lightair IonFlow 50 air purifier effectively reduces the particle concentration in the air and can thereby assist in creating an allergy free environment for guests. The IonFlow technology uses advanced ionisation elements, which are specialised in removing the smallest particles that scientists confirm aggravate and cause allergic reactions.

As a result of a collaborative partnership between Philips Lighting and Desso, Luminous Carpets™ has brought to the industry integrated LED lighting and light transmissive carpets to provide a patented flooring solution for use in high-traffic environments where signage, images and messages are key for the safe and organised movement of people. A perfect fit for the hospitality sector. Both an aesthetically pleasing flooring solution as well as highly practical, Desso’s Luminous Carpets™ collection is designed to transform the way that people interact with a space. Its many uses include floor level directional signage in hotel corridors to direct people to safety exits in the event of an emergency. Specially developed LED units are installed underneath the light transmissive carpet. These programmable LED units can display information, show directions and even logo’s and newsfeeds but when switched off, the solution is invisible. Commenting on the new innovation, Andre Dulka, regional director, Middle East, Africa & India, Desso explains, “the technology takes advantage of our tendency to be guided by the floor when moving through different spaces, making it the ideal solution for busy environments such as confined spaces like hotel corridors and maybe in the future even aircraft cabins, where user safety is of paramount importance. These are great to look at and incredibly durable, the luminous Carpets™ collection reflects Desso’s continued focus on delivering innovation to the market as well as adding longterm value to spaces in more than just simply the classic design sense.” desso.com | infodessohomehome@desso.com

RECKE’s new range of multicookers

HOTEL NEWS ME JUNE 2015

The MC-110

RECKE is in the process of launching four new models of multicookers to the UAE culinary scene, including the MC-110, MC150, MC-150 and the high-end MC-X170, which all come equipped The MC-X170 with 69 cooking programs, 20 of which are fully automated. Hong Kong-based Recke Industries limited is known for improved energy efficiency and high levels of freshness. Convenience features coupled with a space saving design, the multicooker offers ultimate ease for the modern chef. The X170 has a 5 litre, GREBLON non-stick Ceramic coated bowl for easy cooking in temperature variants up to 180 degree Celsius. An interesting feature that’s included in the mid-range model MC150is the 3D heating option that is tailor-made for baking and ensures all round cooking of almost any food type. myrecke.com

HOSPITALITY & SERVICES JLT

Hospitality Services Quality Management Systems consultancy and certification (HACCP, ISO22000, ISO9001, and other customized management systems for private enterprises and government sectors) Food Safety Training courses (all levels) Consultancy services for hotels (supply and buying with the vision of helping hotels in reducing their cost by getting them quotations with the best value in terms of quality and price on food and non food supplies such as equipment and furniture); the service does not apply any charge on the hotel itself but on our subcontractors Consultancy services for food trading companies and distributors (supply and buying products from different countries, brands launching and sales planning and execution); this service applies charge on brand owners and not on distributors.

For more info, please contact:

Hills Hospitality & Services DMCC Magy Khalil General Manager

M. +97155 5032366 T. +9714 3253130 www.hills-hospitality.com

JUNE 2015 HOTEL NEWS ME

LAST WORD

The Kohinoor-Suite in The Oberoi Amarvilas, Agra overlooks the iconic Taj Mahal

Room with a view

THIS MONTH’S ROOM WITH A VIEW GOES TO THE MAJESTIC OBEROI AMARVILAS HOTEL, AGRA IN INDIA

This enchanting hotel entices the draw of Machu Picchu, which means “old mountain” in the Quechua language, the hotel is surrounded by a a 550-year old citadel built by the most advanced, and in Peru the very last, pre-Columbian society in the spectacular setting of a saddle between two forest-clad Andean peaks that has been preserved enough to be recognisable as a city. It is high: 7,973ft above sea level, close by with ruins are the size of a village, and combined with adjoining forest and wilderness park, the ‘historical sanctuary’, as Unesco describes it, covers more than 116 square miles. It is also mysterious and quietly intriguing and The Belmond Sanctuary Lodge is the only hotel located adjacent to the ancient Inca citadel of Machu Picchu offering its guests exceptionally easy access from early morning to late afternoon, when most of the day visitors and buses have left enabling time to rejuvenate and explore. Machu Picchu is also set in humid subtropical forests, providing a protected habitat for ferns and palms and several endangered species, notably the spectacled bear. So if you add in swirling clouds, llamas grazing on the terraces and the option to arrive following a hike on mountain trails or a train trip through the valley of the Urubamba River, the ‘Sacred’ showing that the Sanctuary Lodge has well and truly earned its name.

WINNER!

Lucky winner, David Allan, general manager, Radisson Blu, Media City won a set of Chilewich placemats by answering the correctly to ‘who distributes the mats in the UAE’, and is presented his prize by Sharon Black, general manager, Renarte General Trading LLC.

COMPETITION To be in with a chance of winning this set of x4 Union Victor Glassware highball tumblers, which are handmade in Thailand, simply answer the question below.

‘Union Victor glassware is made in Thailand but who are the distributors in the UAE?’ Email your answers to hnmesocial@ bncpublishing.net with the subject line ‘competition’.

BIN EID EXECUTIVE SEARCH & SELECTION (Specialised in 5* Hotel Sector) General Manager Director of Operations HR Director

Training Manager Director of F&B Bar Manager Executive Chef

Laundry Manager Revenue Manager Sales Manager

Corporate Director of Finance Complex Director of Engineering Director of Sales & Marketing Complex Executive Housekeeper

Bin Eid is highly specialized in Senior Level Search & Placement of Hotel/Hospitality Industry Professionals. Our clients include prominent 5 star hotels (international chains), 4 star deluxe properties and other hospitality and leisure industry establishments in UAE and other gulf countries. We are now in the process of filling in the above positions for our clients in the UAE, GCC and other countries CV may be forwarded by email to M.D. Warrier indicating the present/expected salary

BIN EID EXECUTIVE SEARCH Specialised in 5* Hotel Sector PO Box 5455 Sharjah, United Arab Emirates Email: mdwarrier@bineid.com Tel: +971 6 5686144 Website: www.bineid.com

HOTEL NEWS ME JUNE 2015

Represented by : 1765 Gemini LLC Contact : +971 4 3884773 info@1765gemini.com & www.1765gemini.com

Over Twenty Years of Exquisitely Hand Crafting Accessories to Enhance the Guest Experience JUNE 2015 HOTEL NEWS ME

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