THE DEFINITIVE GUIDE TO SUCCESSFUL HOTEL MANAGEMENT HOTELIER AWARDS 2019: WE UNVEIL THIS YEAR’S WINNERS ACROSS 18 CATEGORIES THE DEFINITIVE GUIDE TO SUCCESSFUL HOTEL MANAGEMENT THE GREAT GM DEBATE 2019: THE HIGHLIGHTS FROM THIS YEAR’S CONFERENCE OCTOBER 2019 SEPTEMBER 2019THE DEFINITIVE GUIDE TO SUCCESSFUL HOTEL MANAGEMENTSEPTEMBER 20EFINITIVE GUIDE TO SUCCESSFUL HOTEL MANAGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGGEEEEEEEEMEMEMEMEMMEMMMMMEMMEMEEEEEMMMMMMMEMMMEEEEMEMMMMMMEMEMEEEEEEEMMEMMEEEEMMMMEEEEEMEEMMMEMMMMEEMMMEMMEEMMMEEMMEMEMMMMMEMEMMMMEMEMMMMMEMEMMMEMMEMEMEMEEMEMMEMMEMEMMMMEEMEMEMMMMMMMMEMMMMEEEEEMMMMMMEEEEMEMMMMMEEEEEMEMMMEEEEEEMMEEEEEEEEMMMMMMEEEMMMMEEEEEMMMEEMMEEEMMMMEEMEMMMMEEMMEEEMEMMMEEMMMMEEEMMEEENENENEEENEEENNNNNNENNNNNENENEEENENEENNNNNNNNNEENNNNNNNNENNEEEENNNNENENENENEEEENNNNENENEENNENNNNENNNNENENEENNNNENEENENENNNENENENENNNNENEEENNENEENNNNEEEEENNENENEEENENENENNEENENEENENENNENENNENENENENENEENENENNENENEEEEENNEEENNENENNEENNENENEEEENENNEEEEEEEEEEEEEEE TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT THE HOTEL SHOW 2019: HOSPITALITY HEROES, COMPETITIONS AND TECH NEWS F&B FOCUSMICHAEL ELLIS TAKES THE REIGNS AT JUMEIRAH GROUP P32 @HOTELIERME WWW.HOTELIERMIDDLEEAST.COM Marriott International president and managing director, Middle East & Africa Alex Kyriakidis returns to the top @HOTELIERME WWW.HOTELIERMIDDLEEAST.COM RAK Hospitality CEO Alison Grinnell on leadership, diversity and the evolution of the owner/ operator relationship MARKET UPDATE THE RISE OF SAUDI ARABIA P14 MOVING ON APP PRIVILEE GOES DIGITAL P34 L HOTEEEEELELELLLELELELLLLLLLLELLLEEELLEEEELLLLLELELLLELLELLLLLLLEELLLELELLLLELLLLLELLLLLLLL MMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMMAAAAAAAANAAAANANANAANANANANANANNANAAANANANAAAANANNNNNAAANNANNAAANNAANANAANAAANANANNNNNANNANNANNANANNNNNNNNNANANAAGAGAAGAAGAAGAAGAGAGAGAAAAGAAAAAGAGAAAAAAAAGGAAAGAAAAAAAAAAAAAAAGGEEEMEMEMEEMEMEMMEMMEMEMEMEEMEMMENENENENENNENEENENEENE TTTTTTTTTTTTTT @HOTELIERMEWWW.HOTELIERMIDDLEEAST.COM Young Hotelier of the Year 2019 is Grand Hyatt’s Moritz Frings NOVEMBER 2019 TO SSSSUSUSSSUSUSUSUUSUUUSUSUSUSUSUSUUSUUSUUSSUUUSUSSUUUUSUUUSUSSUSSSSUUUSUUUSSSUSSUSUSUUUUUSUUUUUSUUUUCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCCESESESEEESESESESEESESSESESSSSSSSSSSSSESEESSESESSSESESESEESSSESESESSSSEEESSSSSSEEEEESESEEEESSESESSSESESSSSSESSSESSSSSESSEESESEEEESEEEESSEESEEESSESEEEEEESEEEEEEEEEEEESEEEEEESSEEESSSSSSFSSFSSSSFSFSFSFSFSFSFFSSSSFFSFSSFFSSSFFFSFFSSFFSFFFSSFSFSSSSSSSSSSSFSSSSSSSFFFSSSSFSSSSFSSFFSSSSSS UUUUUUUUULULUULLLLLULUUUUUUULULULUUUULLLULULULULLULLLUUULLLULUUUULUU HHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHHOOOTOTOTOTOTOTOTOTOTTOTOOOTTTOOOOTTOTTTOTOOOTOOOOOOTTOOOOTOOOOO EEELELELELELEELELLELEELELLELLEEEELEEEEEEL MMMMMMMMMMMMMMMMANANANANANANANANANANANANANNANANANANAANANANAANANANNANANNANNANNANNANNNANA AGAGAGAGAGAGAGAGAGAGAGAGAGAGAGAGAGAGAGAGAGAGGGGAGAGAGGGAAGAGAA EMEMEMEEMEEMEMEMEMEMEMEMEMMEMEMEMEEEMEMEEMMEMMMEEMEEMEEMEEME EENENENENENENNNNEENENENEENNEEENE TTTTTTTTTTTTTTTTTTTT GM INTERVIEW DANIEL KINGSTON VIDA EMIRATES HILLS P24SANIPEX GALLERY Sheikh Zayed Road Dubai, UAE +971 4 507 6000 info@sanipexgroup.com | www.sanipexgroup.com ROYAL BOTANIA TALENTIVONDOM EX3163 HOTELIER MIDDLE EA ST | November 2019 | Volume 18 Issue 11 CONTENTS NOVEMBER 2019. VOLUME 18. ISSUE 11 2 8 Highlights 14 MARKET UPDATE A closer look at Kuwait’s hospitality market where hoteliers are settling in for the long-term 24 GM INTERVIEW Vida Emirates Hills general manager Daniel Kingston on leadership, com- munity engagement and standing out in a crowded market Young Hotelier of the Year, Moritz Frings Volume 18 Issue 11 THIS MONTH’S COVERCONTENTS 4 HOTELIER MIDDLE EA ST | November 2019 | Volume 18 Issue 11 MEDIA Published by and © 2019 ITP MEDIA GROUP FZ-LLC. 06 BULLETIN Möevenpick’s new property in Oman, Address Sky View Hotel opening delayed, Etihad Airways signs medical tour- ism deal, Jean-François Piège of Michelin-starred Le Grand Restaurant to collaborate with Grégoire Berger at Atlantis, The Palm. 18 COMMENT & OPINION Peggy Li and David Singleton weigh in on current issues aff ecting the hospitality industry. 20 CAREERS & NEW RECRUIT We round up the latest news on hiring policies, appoint- ments and speak to Murry Lane, the new head chef at Renaissance Downtown. 54 BUYER’S GUIDE The latest news from suppliers and product launches in the hospitality industry. 66 10 THINGS YOU DIDN’T KNOW... Get to know the newly opened Ramada Hotel & Suites by Wyndham Dubai JBR. HOTELIER MIDDLE EAST AWARDS 2019 WE BRING YOU ALL THE WINNERS FROM THE BIGGEST NIGHT IN REGIONAL HOSPITALITY F&B FOCUS MISS LILY’S, THREE YEARS ON 32 28 PO Box 500024, Dubai, UAE Tel: +971 (0)4 444 3000 Web: www.itp.com Offi ces in Abu Dhabi, Dubai, London & Mumbai ITP MEDIA GROUP CEO Ali Akawi Managing Director Alex Reeve Publishing Director Martin Chambers EDITORIAL Editor Claudia de Brito Tel:+ 971 4 444 3692 email: claudia.debrito@itp.com ADVERTISING Senior Sales Manager Rose Adams Tel: +971 4 444 3253 email: rose.adams@itp.com International Sales Manager Amanda Stewart Tel:+44 7908 117 333 email: amanda.stewart@itp.com HOTELIERMIDDLEEAST.COM Online Editor Priyanka Praveen Tel:+971 4 444 3402 email: priyanka.praveen@itp.com ITP LIVE General Manager Ahmad Bashour Tel:+971 4 444 3549 email: ahmad.bashour@itp.com STUDIO Assistant Designer Rita Ghantous PHOTOGRAPHY Senior Photographers Efraim Evidor, Adel Rashid Staff Photographers Aasiya Jagadeesh, Ajith Narendra, Fritz John Asuro, YJessica Samson Cover Image Adel Rashid PRODUCTION & DISTRIBUTION Group Production & Distribution Director Kyle Smith Production Manager Basel Al Kassem Production Coordinator Mahendra Pawar Senior Image Editor Emmalyn Robles CIRCULATION Head of Circulation, Vaneesa D’Souza Circulation Executive Loreta Regencia MARKETING Director of Awards and Marketing Daniel Fewtrell Events Manager, Business Events Teri Dunstan ITP GROUP CEO Ali Akawi CFO Toby Jay Spencer-Davies The publishers regret that they cannot accept liability for error or omissions contained in this publication, however caused. The opinions and views contained in this publication are not necessarily those of the publishers. Readers are advised to seek specialist advice before acting on information contained in this publication, which is provided for general use and may not be appropriate for the readers’ particular circumstances. The ownership of trademarks is acknowledged. No part of this publication or any part of the contents thereof may be reproduced, stored in a retrieval system or transmitted in any form without the permission of the publishers in writing. An exemption is hereby granted for extracts used for the purpose of fair review.EDITOR’S LETTER 5 HOTELIER MIDDLE EA ST | November 2019 | Volume 18 Issue 11 It’s less than a year to go to October 20, 2020 when the world’s eyes will be on Dubai. The ‘Be There’ promotional film featuring the voice of American rapper Will.i.am, suggests how Expo 2020 plans to add to the global lineage with the attractions that await visitors to the event. It’s a cinematic montage that recounts invention milestones in history such as the understanding of gravity, the construction of the pyramids and mastering aircraft flight. Expo 2020 Dubai Bureau’s executive director, Najeeb Mohammed Al-Ali said: “The film embodies the spirit of human determination and ingenuity that has brought us to where we are today, and the inventions and innovations that will shape the future. It is exactly the emotion and optimistic feeling that we are looking to achieve at Expo 2020 Dubai – to ignite and inspire the world, come 20 October 2020.” Of course, along with the spectators visitors are expected to arrive from around the globe in their droves and hotels are already reaping the rewards. Speaking about activations launched to celebrate the countdown, Emaar Hospitality Group’s chief operating officer, Chris Newman said: “As Expo 2020 Dubai’s Official Hotel and Hospitality Partner, we are excited to offer a host of authentic experiences with a strong local flavour across our hotels and restaurants. What better time to start the celebrations than when we begin the one- year countdown to Expo 2020 Dubai, the world’s greatest show.” With Expo 2020 just under a year away, we’re starting to see its impact on the hospitality industry 20/20 VISION Claudia de Brito, editor Email: claudia.debrito@itp.com Twitter/Instagram: @claudebrito EDITOR’S LETTER Still, Christopher Lund, head of hotels at Colliers International Mena, said the real upswing for hotel rooms will begin when the Expo gets underway and is open to visitors. He explained: "In terms of visitors attending the event, we understand that inquiries have started already from individuals and groups. However, we would expect to see this expedite over the coming months, hitting its peak around the three to six month lead in time before the event when most enquiries will be converted to bookings.” Looking ahead to March 2021, when all of the pavilions have closed, the hoteliers I have spoken to don’t seem phased. The infrastructure will remain and continue to be draw for tourists and residents for years to come. By all accounts, DTCM has been very supportive and though oversupply continues to put pressure on room rates, initiatives such as online visa applications, visa fee exemptions and visa-on-arrival for tourists from important feeder markets such as India has allowed occupancy to remain healthy. As October approaches and more details emerge about visitor numbers, we’ll be able to paint a clearer picture of the actual figures but the emotional impact is already being felt. Al-Ali summed it up quite nicely: “We want to encourage people from around the world to come to learn, discover, and be inspired by how collaboration and an innovative spirit is helping to make the world a better place, one global goal at a time.” As October approaches and more details emerge about visitor numbers, we’ll be able to paint a clearer picture of the actual figures but the emotional impact is already being felt.” EDITOR’S LETTERBULLETIN HOTELIER MIDDLE EA ST | November 2019 | Volume 18 Issue 11 6 Mövenpick Hotels & Resorts to open as part of mixed-use project in Oman HILTON REVEALS Q3 RESULTS Architecture and construction firm SSH will be in charge of the design and construction supervision services BULLETIN Day in the Life .............................07 What’s the Story? .......................08 Data Snapshot ............................10 Around the GCC ...........................10 Bites of News .............................11 They Said What? ..........................12 A ROUND-UP OF THE MIDDLE EAST HOTELS AND HOTELIERS MAKING HEADLINES THIS MONTH Story of the month Bulletin AMövenpick H otels & Resorts prop- erty is set to come up as part of an upcoming mixed-use project in Muscat, Oman. The development will comprise a four-star deluxe hotel with 282 guest rooms and 58 ser- viced apartments. Three luxury residential apartment blocks accommodate a total of 144 apartments that are located over a four-storey podium, with three floors of office space and a high-ground floor retail zone. Basement parking reaching over three levels provide for 1,200 car parking spaces as well as operational management fa- cilities, including security, maintenance, refuse and delivery. Architecture and construction firm SSH will be in charge of the design and construc- tion supervision services of the project. “Through industry experience and quality service delivery, SSH will strive to make the Ghala Heights development an iconic des- tination of choice for both Omani nation- als and expatriate communities,” said Omar Nuri, general manager, Oman, at SSH. Once complete, the development will cov- er 146,000 sqm of built-up area within a site of 21,480sqm. Enabling works commenced in January of this year, followed by the main works, which commenced on June 24 and included a one- month mobilisation. Hilton has revealed its perfor- mance for Q3 2019. According to officials, the group recorded an increase of 77% in its net income taking the total to $290 million, when compared to the same period last year. Full year 2019 system-wide comparable RevPAR is expected to increase approximately 1% on a currency neutral basis when compared to 2018; while the full year net income is projected to be between $923 million and $937 million. In the third quarter, Hilton approved 25,200 new rooms for development, increasing the group’s development pipeline to 379,000 rooms as of September 30, 2019. A total of 17,400 rooms were opened in the third quarter, contributing to 15,600 net addi- tional rooms, on track to deliver approximately 6.5% net unit growth for the full year. ContentsBULLETIN HOTELIER MIDDLE EA ST | November 2019 | Volume 18 Issue 11 7 D AY IN THE LIFE 6.30am - I wake up and kick-start my day with a 15-min- ute prayer session. 7.30am - Get ready for work, while taking care to meet the hotel grooming standards. 8am - Arrive at the hotel and have my breakfast (usually it is a cup of tea and three boiled eggs). 8.15am - Read and reply to emails and check daily revenue reports. 8.30am - Attend resort’s daily morning briefing. 8.45am - Join the breakfast operations in the restaurant and engage with the guests. 11am - Check all F&B outlets, making sure all team members are ready for the day. 11.30am - Hold daily briefing and training with the team to share feedback on service. 12.30pm - Back to the office for some administrative works such as reviewing daily requisitions, reading and replying to emails, and providing guest feedback on social media platforms. 1.30pm - Check all outlets open for lunch and interact with some guests for feedback. 2pm - Have a quick lunch break at the cafeteria. 3pm - Break. I use this time to say good morning to my family back home. 5pm- Read news around the world and chat with friends online. 6pm - Back in the hotel for dinner service. Check if there are any e-mails to attend to and approve pending requisitions. 6.30pm - I usually hold a quick briefing with the team. 7pm - Check all food and beverage outlets, ensuring all setups adhere to 5-star standards and team members are well groomed and ready for service. 8.30pm - Join the busy restaurant, usually the buffet res- taurant to check on the quality of service and also to interact with guests. 10pm - Do my last round check on all food and bever- age outlets. 11pm - My duty ends for the day. I clock out and walk down to my accommodation. 11.30pm - Have a light dinner and read some books. 12.30am - Bedtime. SHOYINKA SEGUN, OUTLET MANAGER, THE H RESORT, BEAU VALLON BEACH, SEYCHELLES Andaz Dubai The Palm to focus on sustainability according to GM Kifah Bin Hussein, says it can off er guests a luxurious experience while looking after the environment SUSTAINABILITY Speaking exclusively to Hotelier Middle East ahead of its December opening, Andaz Dubai The Palm general manager, Kifah Bin Hussein underlined his commitment to sustainability. He said: “We’re trying to eliminate single-use plastic and focus very much on environmentally friendly products. This is usually a much more expensive exercise but for us it’s a commitment in the way that we operate the hotel. We’re going to see this through until it’s 100% achieved.” Hussein said that the property’s green approach will affect the procurement of food and beverage and back-of-house, where there will be a water bottling system. When it comes to in-room amenities, the plastic mini bottles are nowhere to be seen. Hussein adds: “We are using dispensers but this was a huge point of discussion because people were saying that we had to choose between luxury and looking after the environment. But we can be environmentally friendly and at the same time be a luxury property. There’s no harm in removing the mini bottles and introducing these systems that are sustainable and nicely designed. They will look sleek and elegant.” According to Hussein, response from guests was very positive when they introduced dispensers in another property in the group: “A lot of people recognised what we were doing. They said that other companies should do the same in order to minimise or completely eliminate the use of plastic. Recently, some of the major hotel chains started using alternative options such as dispensers.” The property has gone to great lengths to ensure that the products (shampoo, conditioner, shower gel and body lotion among other things) in those containers meet the standards of its discerning guests: “We work with a master perfumer from Universal Beauty FZE whose job is to create the products. He’s a fourth generation perfumer and we’ve done a lot of trials on the products and the feedback has been fantastic.”BULLETIN HOTELIER MIDDLE EA ST | November 2019 | Volume 18 Issue 11 8 Cleveland Clinic Abu Dhabi’s CEO, Rakesh Suri commented: “We are delighted to sign this agreement with Etihad Airways, an or- ganisation that mirrors our dedication to maintaining the highest levels of safety and quality at all times. Cleveland Clinic Abu Dhabi’s collaboration with Etihad Airways will make our care more accessible for pa- tients and their families than ever before.” Etihad signs partnership to promote Abu Dhabi as medical tourism destination Etihad Airways and Cleveland Clinic Abu Dhabi have collaborated to off er integrated medical travel packages PARTNERSHIPS Etihad Airways and Cleveland Clinic Abu Dhabi have signed an agree- ment that will see the two organisations collaborate to promote Abu Dhabi as a medical travel destination. As part of the agreement, Etihad will offer medical travel packages to key mar- kets around the world delivering a single solution for booking flights, accommoda- tion and medical treatments at Cleveland Clinic Abu Dhabi. Etihad Aviation Group’s CEO, Tony Douglas said: “As an airline offering specialised services for travellers with pre-existing medical conditions, includ- ing the care of our inflight nurse, it is a natural progression for us to partner with such a prestigious medical provider to bring more choice to our guests looking for the perfect medical travel package. Abu Dhabi has seen substantial global investment further strengthening its medical services, and we’re proud to play a part in making this world-class health- care more easily accessible.” Etihad Aviation Group’s VP medical servic- es, Nadia Bastaki said: “This agreement sees two of the UAE’s most respected institutions come together to promote Abu Dhabi as a premier medical travel destination. Our part- nership is a natural fit, with both Etihad and Cleveland Clinic Abu Dhabi committed to de- livering an unparalleled customer experience in our respective fields.” Address Sky View Hotel. Address Sky View Hotel delayed Wh at’s the s tory? Hotel was initially supposed to open on November 1, 2019 WHAT’S THE STORY? The opening of Address Sky View Hotel that was supposed to launch on November 1, has been delayed. WILL GUESTS BE AFFECTED? The property, which comprises 169 hotel rooms and 551 apartments, started accept- ing reservations early in August. WHAT ARE THE PROPERTY’S DISTINGUISHING FEATURES? The hotel features a floating sky bridge and 70-metre long infinity pool that is 220-metres from the ground. WAS THERE AN OFFICIAL STATEMENT? The property’s manager, David Simon, told sister publication Arabian Business: “The Address Sky View opening has been delayed by a few weeks to ensure that we give customers a truly impeccable experience from the very beginning.” Fast Fact: The recently opened Five Jumeirah Village has reportedly been the focus of complaints of residents who live around the property. According to a report by the National, residents have complained that the loud music from the property “has left them unable to sleep”. The hotel regularly hosts pool parties and residents have complained that the music, especially, on Friday becomes unbearable, with parties sometimes beginning as early as 10 am.BULLETIN HOTELIER MIDDLE EA ST | November 2019 | Volume 18 Issue 11 9 The C Central Resort — The Palm opens in Dubai The property features 203 rooms and suites OPENINGS Central Hotels’ C Central Resort - The Palm has opened on Dubai’s The Palm Jumeirah. The property features 203 rooms and suites and guests can access some of the private beaches. Speaking about the property, Abdulla Al- Abdulla, chief operating officer of Central Hotels, said, “We are delighted to announce the opening of the C Central Resort - The Palm, our fourth hotel in Dubai. The prop- erty has been developed to complement our offering in the emirate with its distinctive concept and outstanding location and will be a new destination for visitors to the Palm Jumeirah. It is well equipped to meet the expectations of discerning local and inter- national travellers and will offer an array of hand-crafted experiences aimed at turning moments into memories.” The hotel has several facilities including a WWW . Z I E H E R . C O M SPL A S H NO V E LT Y 09 /2 0 1 9 meeting room, innovative spaces for outdoor weddings, events and functions, multiple dining outlets and bars, spa, fitness centre, outdoor swimming pool and gift shops.Next >