< PreviousJJ Sleiffer hoteliermiddleeast.com September 2020 30 “We want to continue providing the light and warmth of hospitality. You should know the smile is there behind the mask.”JJ Sleiffer 31 September 2020 hoteliermiddleeast.com water and energy usage and more. This is part of how we measure our social and environment impact. “When it comes to hygiene, we had to rethink how we operate very quickly. During lockdown we were discussing what F&B experiences were going to look like, what the room experience would look like, and so on. Then I spent time going round some of our hotels to see how things were being done, and, being honest, at rst it wasn’t quite right. We were learning as we were going. “The teams had to adapt, they had to educate customers about distancing, they were working behind plastic screens. At rst we had to serve food on plastic plates and using plastic cutlery. That’s over now but at rst our team were looking at each other saying ‘this is not what we stand for’. But it took time to adapt. “We also had to look at hotel rooms and see what wasn’t needed. I don’t like clutter in rooms so I had already started some of this, but now people don’t want too many things they can touch in their rooms. It does mean we have to have more things that are recyclable. We want to get rid of plastics, so we had to look at ways we could do these things without using more plastics. If there’s a cost to that then we have to take that on. We’re a big hotel company and people look for it. We want to be exible for customers and provide them with a safe, clean stay.” A tough year The reality is that 2020 has not been a good year for the travel and hospitality industries, and do Sleiffer’s rst year in his current role has not gone as he imagined. This has been the same for all hotel groups, of course, but have there been any positives? He thinks you can nd some. “When I arrived we were in a very strong position here. We had an excellent leader [Rudi Jagersbacher, who Sleiffer took over from] and he is still here helping me settle. We had a good team across the board, too. “What the crisis brought was the chance to see what people were made of. It also meant our focus was tightened. From 250 things to focus on we suddenly had two, keeping our team members safe and keeping our business safe. “I found the team really stuck together. I know they also were very appreciative of how each of them stuck in and got their heads down to deal with the crisis. Not everything was good, of course. We’re in JJ Sleiffer hoteliermiddleeast.com September 2020 32 the business of opening hotels, not closing them. So we had to adapt quickly. We had a period when a lot of our hotels were closed. As we’re speaking, most of them have reopened, which is great news. Now we have to make sure our guest experience is right. The teams and general managers have done a great job. I have been to see as many as I can and let them know how much I appreciate the job they’ve done. “What I did early on is to link with the key people in the area. All the tourism departments in the emirates and countries in the region have done an amazing job. As leaders in the sector we could work together to make sure things opened up again safely for the industry. I had to accelerate those relationships, but it was necessary and I’m glad I got to do it. “The other part of the relationships is with our owners as we look after their properties, and I have to say I’ve been honoured to see how we’ve dealt with the teams overall. We did have to lay off some team members unfortunately, but I’m hopeful they can re-join us when it’s possible. We have invested a lot of time in them and they have invested a lot of time in the company. Some have written me letters saying they’ll come back when possible. We have a strong company culture around people and I’m proud to be part of that.” The future As tourism starts again and business starts to get back to normal, Hilton is looking at its pipeline and expansion. “We want to be where our customers want to be and I think there’s still a huge opportunity for our service-focused brands [Hilton Garden Inn, Hampton, DoubtleTree] to be in every city,” he says. “There’s a huge opportunity to grow. “The pipeline has not slowed down, construction has continuesd, some projects might not be at the same pace, but these are all active projects. We are also looking at conversions to some of our brands such as LXR and Curio. You get all the advantages of being part of Hilton if you do this – and that’s extra to our pipeline of 143 hotels. And we are not a company that wants to make big purchases. We grow organically and believe in our own brands and see a lot of our current owners looking to open new hotels with us. “I still believe this is a great business to be in. We are building a lot of hotels, we still have a lot of hotels in the pipeline. What I’d like to do is be more localised and really work with the people in the country and set up internships. During lockdown we did some with Dubai College of Tourism virtually. It is important to keep the future generation involved. “I also think we need to look to nurture our female talent more. We don’t have enough female general managers in my opinion. I don’t think we do badly in either of these areas, but I do think we can do better. If you continue doing what you’re doing you will always get the same result.” Guest expectations More than ever, people’s expectations are changing when it comes to staying in hotels, and there is a certain level of service expected in hotel in the Middle East that may not be as prevalent in Europe. Is it hard to keep on top of the changing demands? Sleiffer says with data comes knowledge. “When people travel they want exibility, the opportunity to rebook. We have done a lot of research with more than 100 million Honours members worldwide and they say they want a personalised experience. We can offer that at all levels, and while you might get more personalisation at a Waldorf than a Hampton, we can still offer that personal touch. You might not want your room cleaned every day, that’s an option. We don’t want to be in there if you don’t want us to. Let us know. It is small things that customers want to make them feel secure. I think when you’re a big, trusted brand like we are, you have the opportunity to do that.” Management style “I’m a very visual guy, I’m a people person,” Sleiffer says. “I’m also very direct, which I’m told is a Dutch trait. Maybe it’s something I need to work on... “But as an example of what I’ve been doing during lockdown, when there have been successes I’ve recorded video messages for the teams, giving shout-outs to individual members when needed. They’ve been played in team meetings and in accommodation while things were closed. It’s important to keep people’s spirits up. I’m also results driven and we’ve had to be nimble to react quickly to keep our business a success. “I think I’m open and supportive, and I want to be close to the teams and get out there. I want to show them that I know what I’m talking about.” And with that he has to leave, the new team at the Susona Bodrum are waiting. Nervously, we’d imagine. That feeling won’t last for long. Meeting the teamSally Whittam Commercial Director T: +971 56 104 0567 Email: sally.whittam@itp.com Tuesday, November 24, 2020 SPONSORSHIP ENQUIRIES Amanda Stewart International Sales Manager T: +44 7908 117 333 Email: amanda.stewart@itp.com Paul Clifford Group Editor T: +971 4 444 3337 Email: paul.clifford@itp.com Daniel Fewtrell Director of Awards & Marketing T: +971 4 444 3684 Email: daniel.fewtrell@itp.com Anthony Chandran Tables Sales Executuve T: +971 4 444 3685 Email: anthony.chandran@itp.com NOMINATION ENQUIRIESEVENT ENQUIRIESBOOKING ENQUIRIES #HotelierAwards www.hoteliermiddleeast.com/awards MEDIA PARTNERS MENU PARTNER GCC NOMINATIONS NOW CLOSED Rebecca Lockwood Sales Director T: +971 55 484 8301 Email: rebecca.lockwood@itp.comhoteliermiddleeast.com September 2020 34 Event preview The GM Debate 2020 The annual event goes virtual this month35 September 2020 hoteliermiddleeast.com very year, The GM Debate is one of the most hotly anticipated events of the industry calendar, and this year, despite some changes, is no different. If anything, the virtual event is bigger and better than ever before – now spread over two days and including six panels lled with some of the biggest names in the hotel industry and experts giving their insight into the challenges facing hospitality in 2020 and what we can look forward to in 2021. Taking place on September 23 and 24, The GM Debate will be a virtual event, hosted by much-loved presenter, journalist and MC Tom Urquhart. There will be a key note address each day before the panels begin. Day one will focus on regional markets, while day two is more topic driven. It’s the only place to hear so many thought leaders, making it a must-attend event for the industry. You can register to attend at www. hoteliermiddleeast.com/GMDebate. Read on for details of the panels, moderators and key speakers. DAY ONE The day starts at 1pm with a welcome from host Tom Urquhart before former Jumeirah Group CEO Gerard Lawless delivers a key note speech. With decades in the industry, Lawless is one of the most respected speakers around, with plenty of expertise in the region’s hospitality industry and beyond. The day’s rst discussion will be moderated by Hotelier Middle East group editor Paul Clifford. The Leader’s Panel will cover the MENA region’s tourism future and feature JJ Sleiffer, Hilton area president Middle East, Africa and Turkey JJ, Anthony Ross, CEO JA Resorts & Hotels, Dubai, Guy Hutchinson, CEO of Rotana and Marc Descroizaille, COO Middle East & Africa, Accor. Between the four panellists there is more than 100 years of experience. At 2pm is a discussion about the KSA market into 2021. Our host Urquhart will moderate and the panel includes Kamel Ajami, Hilton’s VP Operations, KSA, Levant, Egypt and North Africa, Amir Golbarg, Minor Hotels’ VP of operations and Christopher Lund, head of hotels at Colliers International. E The third and nal panel, at 3pm, is hosted by Amy Mathieson, editor of Time Out Dubai, and will focus on the UAE market. Taking part are GMs Jan Hanak of Radisson Blu Dubai Creek, Deira, Adrian Stoppe of Anantara Qasr Al Sarab Resort, Ayman Gharib of Raf es Dubai and Adib Moukheiber of Zaya Nurai Island. Gerald Lawless Marc Descrozaille Kamel AjamiGuy Hutchinson Anthony Ross JJ SleifferEvent preview hoteliermiddleeast.com September 2020 36 DAY TWO The event’s second day begins with a recap of what happened the previous day, before Raki Phillips, CEO of Ras Al Khaimah Tourism Development Authority delivers a key note speech for day two, introducing the topics to be discussed in the panels that will follow. The day’s rst discussion focuses on the new health and safety measures in hotels, how they’re implemented and who’s responsible. Legal expertise will come from Jonathon Davidson, founder of Dubai’s Davidson & Co. law rm, while the hotel industry will be represented by Monther Darwish, MD at Palazzo Versace, Kosta Kourotsidis, GM at Fairmont Hotel Ajman and Stuart Birkwood, curator (aka GM) at Radisson RED Hotel Dubai Silicon Oasis. The panel will be moderated by Arabian Business’ editorial director Eddie Taylor. At 2pm the discussion will turn to the future of F&B in hotels, with Caterer Middle East’s editor Simon Ritchie on moderating duties. Joining him will be Emma Banks, Hilton’s VP F&B Strategy & Development, EMEA, Michael Ellis, chief culinary of cer at Jumeirah Group, Lynne Bellinger director of F&B development at Marriott International, Omar Souabm GM at So tel Dubai Wa and Naim Maadad, chief executive and founder of Gates Hospitality. The nal panel at The GM Debate will centre on hotel design and how it needs to change post-COVID-19. It will be moderated by Jane O’Neill, editor of Commercial Interior Design and will feature design experts Jonathan Ashmore, founder and director of ANARCHITECT, and Diane Thorsen, design director at Gensler Middle East. Hoteliers on the panel include Justin Kim, GM of The Merchant House Bahrain and Laura Eggleton, GM at Hotel Indigo Dubai Downtown. Raki PhillipsEmma BanksMonther Darwish Michael EllisLynne BellingerDiane Thorsen Joanthan AshmoreTUESDAY, DECEMBER 8 2020 CATERERMIDDLEEAST.COM/AWARDS #CATERERAWARDS FOR SPONSORSHIP REBECCA LOCKWOOD SALES DIRECTOR TEL: +971 55 484 8301 E: REBECCA.LOCKWOOD@ITP.COM FOR EVENT ENQUIRIES DANIEL FEWTRELL DIRECTOR OF AWARDS & MARKETING TEL: +971 4 444 3684 E: DANIEL.FEWTRELL@ITP.COM FOR TABLE BOOKINGS ANTHONY CHANDRAN TABLE SALES EXECUTIVE TEL: +971 4 444 3685 E: ANTHONY.CHANDRAN@ITP.COM MEDIA PARTNERS CATEGORY SPONSORS Laundry Equipment Trading LLC Kitchen &hoteliermiddleeast.com September 2020 38 Touches of designOne of the most popular dishes39 September 2020 hoteliermiddleeast.com The Artisan, Waldorf Astoria DIFC Reopened and refocused, this Italian eatery is striving for the top When The World’s 50 Best revealed its inaugural ‘Discovery’ directory of top restaurants around the world (ones that hadn’t quite made it on to its famous annual list, but were knocking on the door), Dubai had 10 entries. Ten restaurants that represented the crème de la crème of the city’s dining experience. The only problem with the latest list was that one of the venues was closed. The Artisan by Enoteca Pinchiorri closed its doors at the end of 2018, but has now reopened, dropping the name of the three Michelin-starred restaurant it was associated with and going out on its own. But as much as things have changed, they’ve also stayed the same. While The Artisan has moved, it’s stayed in the same Burj Daman building, but can now be found on the ground oor of the Waldorf Astoria DIFC. And while the Enoteca Pinchiorri association is gone, you probably won’t notice it in the food, as executive chef Luca Tresoldi reveals that The Artisan team always had creative control. He says: “Our collaboration with Enoteca Pinchiorri de nitely helped The Artisan position itself high up in the market as a casual-chic Italian restaurant in the region and with that status came a number of awards to prove it. “We were always able to meet our diners’ expectations. What people don’t know though is that we were always in charge of the menu engineering. I have worked with the Enoteca team for years and they trusted me with the creation of the menu for their outpost in Dubai.” There are 70 covers F&B focusNext >