< PreviousF&B focus hoteliermiddleeast.com September 2020 40 Although it might be a second run for the Italian eatery, managing partner Firas Fawaz tells us that this is The Artisan returning to where it was always meant to be. He says: “Originally, The Artisan was supposed to open at the same time as the hotel, with a proper outdoor space. However, the hotel opening got delayed and we were given the opportunity to open it in Burj Daman; that helped the brand establish its positioning in the market and grow its following. “Once the Waldorf Astoria DIFC opened, we naturally relocated giving our guests easier access, and the association to the hotel evidently gives the restaurant great exposure.” Fawaz is under no illusion about the size of task facing The Artisan. Not only did it open in the midst of a global pandemic – operating at rst as a delivery-only pizza joint – but it’s located in one of the world’s most competitive F&B cities. With this in mind, Fawaz is relying on the concept to speak for itself. “Today’s consumer is smarter with their restaurant choices and it is now harder for restaurants to retain them due to the saturated market. However, we let our authentic food, the friendly service and our ambiance speak for the brand. I believe the new concept is one of the smallest restaurants in Dubai and the idea was to create a homey venue with a personalised experience, where guests would feel at home and in their own dining room.” The 70-seat restaurant has a cosy feel, with Fawaz saying “the idea was to have a warm and familiar interior, yet elegant with nice bold textures and colours.” He adds: “We’ve learned this the hard way but today’s consumer is no longer interested in pretentious interiors. They seek comfort and a space they can relate to that can enhance their experience and creates some sort of positive feel.” Word of mouth has been a main driving force for customers both returning to The Artisan they once knew, or trying it out for the rst time, says Fawaz. “People are talking about The Artisan passionately I think this is the best marketing support someone can ask for. “Most guests who visit us following a friend’s reference come with a list of recommended dishes to order. “A lot of our guests praise the energy of the restaurant as well as the offering, which to them feels different than other Italian restaurants in Dubai. “We were con dent that our new location and refreshed concept will have a good reception but we did not expect such a great follow through especially during such uncertain times.” To differentiate itself from Dubai’s wealth of Italian restaurants, and retain its place on The 50 Best Discovery list, the quality of The Artisan’s food will be of vital importance. It’s something Tresoldi is taking very seriously. He says: “With the same passion and enthusiasm I had for the ‘old Artisan’, I have created the new menu offering. My aim is to have the best of everything on this menu in the region and to create an explosive dining experience for our guests in a less pretentious space.” He tells us he’s working closely with Italian suppliers to import 90 percent of the ingredients that help him interpret a twist into the traditional Italian dishes offered. “Ingredients are the most important elements in menu development,” he says. “We are faced with many challenges (especially now during COVID-19) in sourcing the right ingredients so I import almost everything. “If I don’t nd what I need, it simply won’t go on the menu. Due to increased demand “A lot of people have been praising the energy so far“F&B focus 41 September 2020 hoteliermiddleeast.com over the past few years, the number of suppliers witnessed a surge but not all of them have quality products. “At the moment, I work with 16 suppliers that I’ve built good long-standing relations with throughout the years; it would be easier if I could work with less but because I search for excellence, it is not possible; I get to cherry pick what the best options are from each.” Tresoldi says he keeps his menu short, preferring to guarantee excellence with each dish rather than “confusing guests” with many options. “I make sure that I give each section justice. For example, I make sure to include raw, slow-cooked, deep-fried, and pan-fried in the starter section and a good mix for vegetarian, meat lovers and cheese lovers. The key is to create something that caters to all palates and preferences. “The menu changes based on seasonality but not signi cantly as you want to keep something that the guests are already familiar with and that they’ve enjoyed during their regular visits.” Some of those already well-known dishes include the agnolotti with pumpkin and sage and 30-months aged parmesan fondue, while the slow-cooked octopus with lemon- avoured potato cream has proven to be a favourite with social media users – not that Tresoldi is one to follow social media trends in his cooking. He explains: “Everything in our kitchen is made from scratch. I always believe that to be considered a good chef means to start from a simple base and add a unique signature touch to traditional dishes. “Everything on the menu is unique this way. I don’t follow trends; I follow my heart and my creativity to make every dish a signature one.” It remains to be seen if The Artisan’s latest iteration can take it from the Discovery list to The World’s 50 Best proper this year but Tresoldi and Fawaz are showcasing the passion needed to do so. The interiors are less pretentious this time around Ingredients are key42 hoteliermiddleeast.com September 2020 4242 AXOR’s latest products FinishPlus and Hansgrohe Shower Select aim to create an exceptional bathroom experience for hotel guests. The focus is on products with a modern look, customised to t seamlessly into the space’s interior design. With AXOR or Hansgrohe xtures, hotel guests can look forward to an exceptional level of comfort. Water is meant to be relaxing, and with Hansgrohe’s intuitive ‘Select’ technology which turns water on and off and switches jet types at the touch of a button, a shower can be just that. It will help to transform the bathroom into a spa- like space. It guarantees an enjoyable and relaxing shower experience, transforming the hotel bathroom into a spa-like space. Taps can also be individually customised, turning them into unique, stand-out pieces, allowing hotels to equip their bathrooms with xtures that t the overall design, regardless of whether it’s a hostel or a luxury hotel, a rustic country inn or a boutique hotel. beauty and magic of water. Combined with the AXOR Citterio collection, a mix of right angles, at surfaces and curves, the results are timeless, creative, rational and sensuous bathrooms. Many of the products are nished in Brushed Chrome, one of fteen exclusive AXOR Finish Plus surfaces. Available as an option with the fully automatic coffee machines,WMF 5000 S+ and WMF 1500 S+, the new Cup Sensor recognises when there’s a cup placed on the drip tray, moving the automatic spout to precisely the right distance above it. The machine can also preselect speci c beverages or sizes based on the cup used, eliminating the need for manual selection and minimising the risk of over lling or damaging the cups. Also, no beverage will be dispensed without a cup, so waste and cleaning are reduced. With the Cup Sensor, every drink travels the shortest distance to the cup, so it is served at the perfect temperature and in best quality. The feature can be used in various ways, depending on the customer’s needs. In one mode, the selected beverage will only be served if the sensor detects a cup is in place – very handy in self-service venues. In a second mode, the machine detects the cup and then automatically adjusts the spout to the correct distance from the top of it – ideal for venues where the same beverage is dispensed into many different-sized cups. In the third mode, the sensor recognises the height of the SUPPLIER NEWS WMF Group introduce intelligent coffee cup sensor CONTACT T: +49 733 125 8589 E: EGold@wmf.com W: www.wmf.com cup being used so the display menu only shows beverages corresponding to that size of cup. In this mode, the spout moves automatically to the optimal height for each recipe, saving time and effort. Hansgrohe reveals new AXOR bathroom ttings CONTACT W: pro.hansgrohe-int.com How to spend it La Réserve Eden au Lac in Zurich, has used the new products having been redesigned to provide an elegant experience in the heart of an imaginary yacht club dreamed up by Philippe Starck. The hotel and Philippe Starck worked with AXOR collections for the sink, bathtub and shower, and AXOR Starck Organic for accessories – two AXOR Starck collections inspired by nature that focus on the 43 September 2020 hoteliermiddleeast.com Describe the company TigerTMS has been operating since 1987 and is now probably the world’s largest single supplier of communications and guest management systems as well as integrated voice and data solutions to the hospitality industry, with an annual turnover of around US$7m per year. Our success is re ected in the long- term relationships established and nurtured with hotel groups, independent hotel operators, telecommunications manufacturers, system integrators, and property management system vendors. We provide world class technology solutions to nine out of ten of the largest and most prestigious hotel groups with in excess of 15,000 individual hotels running our applications. Where are you based? We are headquartered in the United Kingdom, with regional satellite of ces in the USA, Dubai, Egypt, Germany, France and China. Sales and around-the- clock technical support centres provide superior service and attention to our valued clients. What are your core products and services? • iLink – Open, scalable middleware service bus platform • iCharge – Call accounting with optional advanced reports • InnLine – Guest voicemail, mini-bar and wake-up call reporting • iConnect – BYOD for guest plus SIP extension • iGuest – Guest services application plus alarm noti cation • iNotify – Guest messaging system using social media apps Have you launched any products or services recently? In the post-COVID world, there will be an increasing reliance on delivering services via the guests’ own mobile device, rather than traditional shared devices within the property and hence we have launched two new products: iNotify: Guest Messaging System – Seamless engagement with guests can begin before they arrive at the hotel, when they will be securely created on the Customer Relationship Management system and sent a language optimised welcome message via WhatsApp to open the guest communication channel. Should a guest have any issues during their stay, they can interact directly with hotel staff, even sending photos of their concerns. The CRM will notify admin members of any incoming communications so they can be dealt with in a fast, ef cient manner using secure WhatsApp end-to-end encryption. The hotel can also engage directly with the guests: for example, promotional events or emergency noti cations. CONTACT Sandeep Nair Sales Director – MEA & APAC T: +971 506780243 E: sandeep.nair@tigertms.com W: www.tigertms.com On check-out the guest will be automatically removed from the CRM and a ’Thank you for your stay’ message sent. This can also be linked to guest surveys or TripAdvisor ratings. iConnect LITE: New Mobility for Guests – This allows the guest’s smartphone to become an extension of the hotel telephone system. Competitive pricing makes iConnect LITE a viable solution for all types of hotels. It can integrate with all major telephone systems, has IOS and Android Support, optimises battery life, works over WiFi and GSM Networks, can have hotel speci c branding and uses software as a service. How does your service add value to a hotel’s offering? Hoteliers want solutions that deliver real value for their guests without the need for complex set-up processes. All of our solutions are designed for simplicity of installation and speed of delivery. The intuitive design is easily understood, and the guest experience is immediately enhanced. Rapid assimilation leads to happier guests and, therefore, increased hotel revenues. Is your company involved in any sustainability initiatives? We are a proud sponsor of the World Wildlife Fund (WWF) and our donations go to the upkeep and maintenance of the forests of the Khata corridor, a crucial wildlife region in northern India and Nepal. This is the home of the Bengal tiger and our support goes towards the costs of the rangers and other staff that preserve and protect this unique environment. SUPPLIERS YOU SHOULD KNOW TigerTMS Sales Director Sandeep Nair tells us more about the middleware and application rm Sandeep Nair Partner Contenthoteliermiddleeast.com September 2020 44 DOING FINESTRONG PERFORMANCE STRUGGLING UAE The Abu Dhabi beach market has bene ted from staycation demand, meaning it has experienced a relatively lower drop in 2020 occupancy levels compared to other markets in the UAE. KSA Riyadh has achieved relatively higher occupancy levels in comparison to other key markets in the country, bene ting from the strong domestic demand (both corporate and leisure). Egypt The Red Sea resorts have been severely impacted by the COVID-19 pandemic. Most of the hotels were closed, resulting in a drop in performance levels across the board. THAT FIGURES Christopher Lund head of hotels, Colliers International MENA COVID-19 has had an enormous impact on the world economy, with the travel and tourism sector being the hardest hit by the fall-out from the pandemic. The countries in the region suspended all international ights and tourist visas. The hotels closed temporarily or acted as isolation centers during this period. Most of the countries are currently undergoing either partial or complete lockdown in order to contain the spread of virus. But, some of the markets in the region have slowly started to ease restrictions, with the opening of hotels, malls, parks and beaches. However, there is still uncertainty in the market regarding the expected performance of hotels. Based on Colliers MENA Hotel Market Survey results, most hotel owners expect the recovery to start in Q4 2020 and continue in 2021. While international tourists slowly start coming back, the focus for the hotels will be to at- tract the domestic market (families and solo travelers) in the short term. The UAE and KSA markets are expected to see a faster recovery in comparison to the other markets in region. The UAE will potentially bene t from the build up to Expo 2020 with the actual event expected to start in Q4 2021. On the other hand, once the recovery begins, markets in KSA are expected to continue bene ting from the on-going tourism initiatives, upcoming mega projects as well as domestic tourism. MENA market overviewHotel Data 45 September 2020 hoteliermiddleeast.com MENA HOTEL FORECASTS Full-Year Occupancy % Forecast 2020 hoteliermiddleeast.com September 2020 46 HOT TOPIC Back to work but with new challenges While the nancial impact of COVID 19 has affected almost every sector across the world, the hospitality sector has been one of hardest hit. This sector has borne the brunt of reduced travel together with event and booking cancellations. We look at the key employment related considerations faced as a result. RESILIENCE To address the immediate impact of the crisis, hotels were one of rst sectors to take steps with the workforce in order to control costs and help ensure future sustainability. Hotels in the UAE put various protections in place including requesting staff to take periods of unpaid leave, utilise remaining annual leave and freezing of recruitment programs. Such moves were supported by a Resolution Number 279 of 2020 (Resolution) issued by the UAE’s Ministry of Human Resources and Emiratisation (MHRE) intended to stabilise employment amidst the pandemic. The res olution (which applies only to non-UAE national employees, and is still in effect to date) covers measures that an employer may take to reduce employment-related costs caused by the outbreak. Irrespective of the above the nancial impact of the crisis and local lockdown requirements have been such that many hotels have been unable to maintain a pre–COVID-19 sized workforce and have been forced to reduce headcount. There is a risk of arbitrary dismissal claims arising from redundancies (maximum exposure in the event of a successful claim is capped at three months’ salary on top of statutory and contractual payments). Further, additional considerations arise by virtue of the resolution in connection with employee dismissals. In this regard, where an employee employment is terminated, the resolution imposes an obligation on the employer to pay all entitlements (excluding wages) until: - The employee leaves the UAE. - The employee transfers to a new employer. How new health and safety regulations affect hotels and their employees. By Joanna Matthews- Taylor, Keri Watkins and Jennifer Leader of Baker McKenzie Habib Al MullaTrending 47 September 2020 hoteliermiddleeast.com - The measures put in place by UAE government in terms of employment stabilisation due to the COVID19 outbreak are lifted. No of cial de nition of “entitlements” is available. However, the resolution contains an express reference to provision of accommodation. Consideration and management of ongoing entitlements is therefore a factor in any redundancy program. RECOVERY AND RENEWAL Hotels are now faced with a new set of challenges from re-staf ng further to implementing cost-saving measures and redundancies and adapting to and upskilling employees in relation to the new guidelines. Hotels need to plan for the long haul and ensure that robust policies are implemented to safeguard employees and guests and protect the business. Employees displaying COVID-19 symptoms are prohibited from accessing hotel premises. Hotels should be prepared to accommodate suspected cases safely, particularly considering employees may not be able to return to their shared company provided accommodation. Suspected but uncon rmed cases give rise to questions with regards to employment entitlements during periods where employees are unable to work but are not con rmed sick. Where an employee’s role is capable of being performed remotely, there are unlikely to be any issues as the employee could simply perform his or her duties from home. However, where an employee’s role requires physical presence in the workplace, an employer may consider: - Annual leave: The Labour Law expressly provides that an employer may x the dates of an employee’s annual leave, subject to certain conditions being complied with. A company could mandate that days spent in quarantine must be taken as annual leave. - Unpaid leave: An employee can be placed on unpaid leave with consent. - Sick leave: If the employee is not sick (i.e. a con rmed COVID-19 case), strictly speaking, sick leave would not apply. However, there is no reason why a company could not apply sick leave to quarantine periods if it wished to do so. Employers should balance managing costs with encouraging employees to proactively come forward if they suspect or are concerned they may have contracted the virus. BEYOND THE WORKPLACE Some employers with large workforces have recently looked at the extent to which employee behaviour can be managed outside the workplace. There is clear rationale to the argument that exposure to COVID-19 related risks outside the workplace presents a risk to guests and colleagues in the hotel (thereby causing potential harm to the business). Some companies are taking the decision to implement HSSE guidelines that employees must follow both in and outside of the workplace. On the face of it, there is nothing in law that would prohibit a company from doing this – particularly where the guidelines follow government regulations in any event. However, labour law prohibits disciplinary action being imposed on an employee for an act committed outside of the workplace “unless such act is connected with the work, the employer or the responsible manager”. The matter of penalising employees for “offences” committed outside of the workplace is untested in practice. However, in our view, in order for a policy to this effect to have the best prospects of being upheld, it must make clear that the measures are in place to promote health and safety and the exceptional circumstances in which business is currently operating. Legal advice should be taken when implementing such policies. The Department of Tourism and Commerce Marketing (DTCM) has recently described the hospitality and tourism sectors as “rapidly rebounding”. This is clearly great news for the sector – and a testament to efforts hotels have made in making their premises safe. As this trend continues, health and safety should remain front of mind. Hotels must ensure that they can agilely adapt to new regulations and manage the workforce accordingly. This article does not, and is not intended to, constitute legal advice; instead, all information and content available are for general informational purposes only. No reader should act or refrain from acting on the basis of this article before obtaining independent legal advice. Joanna Matthews-Taylor Jennifer LeaderKeri Watkinshoteliermiddleeast.com September 2020 48 CHECKING OUT49 September 2020 hoteliermiddleeast.com Overlooking the waters of the Mediterranean from the southern coast of Sicily and immersed in a 230-hectare park with more than 1.8 km of private coast, the resort has 203 rooms and suites. Sport and recreation Championship golf courses, designed by Kyle Phillips, make Verdura one of the major golf destinations on the Mediterranean. There are also six tennis courts, a 60m in nity pool, a football pitch, a gym, and jogging paths that wind through the estate. The resort’s restaurants and bars use seasonal ingredients typical of the island, accompanied by an extensive wine list. The Verdura Spa has a holistic approach to health and well-being, It covers 4,000 sq m with four thalassotherapy pools, two saunas, a hammam and a range of personalised treatments and programmes. The Marma Recovery Programme Dr Mosaraf Ali, an internationally renowned pioneer in integrated healthcare, has created a ten-day programme to help combat effects from the COVID-19 lockdown including chronic fatigue, low energy levels, weight gain, skin and hormonal issues. The programme include an initial consultation with Dr Ali, full-board personalised ‘nourish’ menus, daily 30-minute Marna massage, ve face or body Treatments, daily 60-minute group yoga, ve evening meditation classes with Dr Ali and access to Verdura’s tness classes. Villas Set on the estate’s hillside that gently slopes towards the resort’s private beach, eight new villas guarantee privacy and security for those who seek independent accommodation, but with the service that has made Verdura’s name. The villas have been designed by Olga Polizzi - director of design at Rocco Forte Hotels - as individual private residences, each with their own style. Guests of the new villas will also be able to enjoy a series of services included in their stay, including private airport transfer, check-in directly at the villa, three bicycles and two golf buggies for exclusive use to move freely within the estate, and access to the resort’s golf courses and Verdura Spa. Villa guests will also be able to speak with the dedicated concierge of the island to arrange experiences nearby. Verdura Resort by Rocco Forte Hotels, Riberi, Sicily, Italy Overlooking the Mediterrannean Next >