< PreviousCareers hoteliermiddleeast.com October 2020 20 Hotel management company Rotana has announced Mamdouh Ali as its new general manager for Rose Rayhaan by Rotana. One of the world’s tallest hotels, the four-star property soars 333 metres into the sky. Mamdouh Ali new GM at Dubai's Rose Rayhaan by Rotana Georges Farhat moves to Avani Hotels & Resorts Hospitality veteran Georges Farhat has taken up a new position in the UAE, now acting as general manager of Minor Hotels’ Avani Palm View Dubai Hotels & Suites. Farhat’s move to Avani marks his rst major hospitality role outside of InterContinental Hotels Group (IHG), whom he worked with for more than 25 years. Speaking to Hotelier Middle East, the GM told us he had spent half his life climbing the ranks at IHG, nally becoming GM of Crowne Plaza Dubai Marina. In his new role, he will oversee operations of the Avani hotel, expected to open in the nal quarter of this year. Once open, the 48-storey hotel will sit between Media City and Dubai Marina, offering easy access to much of Dubai. It will feature 527 keys, ranging from 45 sqm studios to 425 sqm four-bed residences, with kitchens and private terraces. The hotel will also boast three F&B venues, an in nity pool and a gym. Mamdouh has been with Rotana for just over seven years, acting as head of sales for the group before moving to Riyadh to act as cluster general manager at Rosh Rayhaan by Rotana in KSA. In his Dubai position, he will be expected to oversee the operations of the property, while also using his past experience in sales and marketing to stimulate revenue growth. Speaking about his appointment, the Egypt-native said: “My team’s priority will be to ful l Rotana’s promise to guests through delivering the highest standards of hospitality that make the Rose Rayhaan by Rotana synonymous with quality, comfort and affordability.” Mamdouh holds a degree in travel and tourism and has been in the industry for more than two decades.TUESDAY, 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 October 2020 22 Case Study: Grand Hyatt Dubai Exterity digital signage solution shows the way in luxury hotel and convention centre A majestic resort that towers over the edge of Dubai’s historic creek and overlooks the city’s glorious skyline, Grand Hyatt Dubai offers both comfort and convenience. The contemporary and lavish hotel, conference venue and convention centre is situated near the bustling Sheikh Zayed Road and is home to 682 luxurious rooms including 38 suites, all served by 13 dining and entertainment outlets spread throughout the property. The Challenge The ve-star conference venue provides 8,000 sq m of event space, including two ballrooms: the largest ballroom in the city, with LED video walls and ambience lighting, and a junior ballroom on the same level. The conference facilities are further enhanced with seven meeting rooms in the convention centre, plus several areas for outdoor events. Upgrading the hotel’s communication platform to support the visitor experience in this extensive facility was key for Grand Hyatt Dubai. Behind the scenes, audio visual technology plays a critical role in meeting hotel guests’ and conference delegates’ expectations. Charles Pineda, Information Systems Manager, Cyber Security SME – EMEA for Grand Hyatt Dubai, says reliability is a critical requirement. “Digital signage is vital for helping to inform and direct guests across our hotel and we were concerned about the reliability, limited integration and poor automation features of our legacy display solution,” he explains. The main challenges with the existing system were a lack of technical support, and only minimal capability to allow the hotel to automate features such as automatic guest welcoming screens. Following a few minor outages that were resolved slowly by the incumbent provider, Pineda and his team began evaluating alternatives. “We issued a formal tender to several well-regarded local installers, with the most impressive being from RPS Technologies, recommending an Exterity- based digital signage solution.” The Solution At the time, Pineda mentions, Exterity was not on the approved list of technology 23 October 2020 hoteliermiddleeast.com Advertorial suppliers to Hyatt. However, following a detailed proof of concept test within the hotel, it became clear the Exterity hardware and ArtioSign digital signage software was not only very compatible, but included features that offered a big improvement on its existing system – winning out over the other tenders. “The Exterity digital signage solution integrated seamlessly alongside our existing IPTV platform,” says Pineda, “while the Exterity Media Players made deployment incredibly easy and also gives us the option to change or add more displays with ease.” Another strong area was the ease of use. “Sometimes in a busy hotel, we need to make last minute changes to meet the needs of our guests – especially within the conferencing area,” says Pineda. “The Exterity software is incredibly easy to use, while text, graphics and logo changes can be created and updated in just a few seconds.” The Result The hotel’s facilities team, working closely with RPS technologies, has enabled Exterity digital signage on 26 displays across the site, mostly within the conference centre but also in key meeting rooms, entrances and exits. The HD quality images, combined with text, graphics and dynamically updated information, have been widely appreciated by guests and staff. But perhaps the biggest bene t has been reliability. Commenting on the stability of the Exterity deployment, Yancy Dizon, Information Systems Assistant Manager at Grand Hyatt Dubai, said: “Where our old digital signage solution would give us some technical issues on an almost weekly basis, the Exterity solution has been running continuously without unscheduled downtime for nearly three years.” The hotel is now integrating the digital signage into its guest management systems to increase the level of automation and remove the need to carry out several repetitive tasks associated with managing digital signage. “Exterity has proven that it deserves to be on our approved supplier list through its features, ease of use and unrivalled reliability,” says Pineda. “This project has been a tremendous success and we look forward to working closely with Exterity again in the future as our needs evolve.” The Grand Hyatt Exterity solution comprises ArtioSign Digital Signage application AvediaPlayer r9300 Media Players AvediaServer c1510 with m8115 module CONTACT T: +971 (4) 447 0604 W: www.accommtec.com E: Victor.hasan@accommtec.com Accommtec is the hospitality technology focused division of Exterity.hoteliermiddleeast.com October 2020 24 hoteliermiddleeast.com October 2020 24 Over the next 22 pages you’ll nd a list of this year’s most powerful and in uential people in the region’s hospitality industry. The order has also been decided by the editorial team here at Hotelier Middle East, rather than by crunching some numbers in a spreadsheet. What is it based on? Successes over the past 12 months, the response to COVID-19 both on an operational and human level and how much actual in uence on the business, and industry as a whole, the person a has had. Is it a perfect way to rank 50 different groups, ranging from global behemoths to local independents? No, but by their nature, lists like this aren’t perfect. There are things that could be different – in an ideal world there’d be more diversity amongst the 50 names on this list, for instance. But, this is a celebration of talent, resilience and innovation, showcasing incredible work in this region, no matter where each person ranks. By Paul Clifford Pro les by Josh Corder and Simon Ritchie25 October 2020 hoteliermiddleeast.com partners in nancial distress and front line medical workers. To date, more than 10,000 grants have been given worldwide, nearly 1,300 in MEA alone (totalling more than 40,000). The ALL Safe initiative, bolstered by a strategic partnership with global insurance giant AXA, provids guests at its 5,000 properties worldwide with free medical support that includes consultations with medical professionals by phone or wherever they’re staying. Talking about measures, the CEO said: “The programme highlights include tailor-made operating protocols, cleaning products technology and team members training developed in partnership with hygiene solutions specialist Bureau Veritas, as well as the appointment of an ALL Safe Of cer in every property which can assist teams with the implementation of the program, as well as guests with any questions they may have during their stay.” Over the next 12 months, Willis will continue to grow Accor in the region, with properties such as the So tel Dubai The Obelisk bringing 500 new keys. “Between 2020 and 2021 we are expecting to open over 15,000 rooms in the region, in over 60 properties,” Willis said. He told Hotelier Middle East: “This year has had unprecedented effects on the travel and tourism industry as it has been lled with challenges in an environment which was, and still is, ever evolving. “The past few months have brought a number of challenges with them, however they have also brought unity and solidarity not only within our own company but within the industry as a whole, showcasing how resilient hospitality is and how it bounces back stronger than before.” Numbers at a glance 2 YEARS Time in role 2 YEARS Time with company 35 YEARS Time in industry 228 Hotels 64,699 Keys 35,190 Staff 132 Pipeline “This year has brought challenges but also unity“ Mark Willis Chief Executive Of cer, Middle East & Africa, Accor Hospitality group Accor currently operates 228 hotels in the MENA region, with 35,190 rooms in MEA. The region’s CEO, Mark Willis is continuing to ensure things run smoothly, drawing on more than 30 years of hospitality industry experience in key global markets. He has spent a signi cant part of his career working in senior roles in the Middle East for brands including Mövenpick Hotels & Resorts, Radisson Hotel Group and InterContinental Hotels Group. During the pandemic, Willis has managed to reopen more than 75 percent of the region’s property, shifting his focus this year on to safety, employment retention and recovery. He says: “Our key focus during this time has been on our people and their safety, employment retention and, of course, a recovery plan for the region that supports our owners and their business. During this time, we have also worked closely with governments and local authorities by offering hotels to be used as quarantine centres, as well as ensuring our properties follow all local health and safety guidelines for the protection, safety and security of our teams and guests.” Initiatives such as the ALL Heartist Fund have put aside €70 million to help employees cover COVID-19 medical costs, 1The Power 50 hoteliermiddleeast.com October 2020 26 “We are gearing up to rebuild the business and tourism industry“ Hilton currently operates 78 hotels in the Middle East region, comprising more than 25,000 keys between them, and Jochem- Jan ‘JJ’ Sleiffer is now the man at the helm of operations in the region. Though Sleiffer has 30 years of experience under his belt, he has only been president, Middle East, Africa & Turkey for nine months, stepping into the role at the very end of 2019. Already in that short window, he’s been at the forefront of Hilton’s action plan against COVID-19 in the region, as well as its introduction of new brands into MENA, and success in hitting 25,000 keys. So far this year, Hilton has brought its ninth brand to the region with the regional debut of Canopy by Hilton (Canopy by Hilton Dubai Al Seef) as part of a three-property conversion deal with Meraas, and has opened the LXR Susona Bodrum in Turkey. The group also has a powerhouse pipeline, with 102 properties slated to enter the region, adding 27,000 keys. Impressively, all this growth will come organically and without any mergers and acquisitions, doubling Hilton’s presence in the region in the next three to ve years. At the height of the pandemic, Sleiffer played an active role in consultation with RAKTDA and DTCM, as local authorities partnered with industry experts in the development of their own protocols such as RAK’s Bureau Veritas certi cation. Hilton’s CleanStay and Event Ready standards are the only ones to be endorsed by scienti c experts in the elds of cleanliness thanks to its partnerships with RB the makers of Dettol and Lysol and the healthcare provider Mayo Clinic. The programme became an immediate brand standard at 6,000+ properties globally. Looking ahead, around 16 hotels and 5,000 keys are currently expected to open in MENA before the end of 2021, including the Hilton Abu Dhabi Yas Island - part of the AED12bn Yas Bay development. Sleiffer said: “Having got through this period, we are gearing up for the next phase of the challenge, re-building our business and the tourism industry. I hope to be able to do this in the way that I had envisaged and ts my leadership style, getting out and about, exploring this magni cent region and building those valuable personal relationships on the ground.” Despite his seniority, Sleiffer is hailed as one of the most personable bosses in hospitality, always making the effort to celebrate everyone in his team – even if it is made up of more than 17,500 people. Jochem-Jan Sleiffer President, Middle East, Africa & Turkey, Hilton Numbers at a glance 9 MONTHS Time in role 30 YEARS Time with company 30 YEARS Time in industry 78 Hotels 25,579 Keys 17,500 Staff 102 Pipeline 2The Power 50 27 October 2020 hoteliermiddleeast.com “We need to think innovatively and remodel what’s coming next“ As we begin to look at what comes after the coronavirus, Pascal Gauvin has helped to lead the conversation and participated personally in discussions with DTCM, DTC, STCNH and most recently participated in a WTTC led discussion for the G20 summit. Gauvin is hoping to deal with the crisis in a way that ensures IHG make responsible choices for both the short- and long-term, and while the group tried to keep as many people employed for as long as it could, surviving the worst period of demand the industry has ever seen has seen a reduction in corporate roles. He said: “As we continue to climb back from this crisis, we all need to understand what it takes to re-invent our industry and ourselves, while always remaining focused on our guest, owners, colleagues and communities. “Learning from the crisis, we also need to continue to think innovatively and remodel what will be the next for our industry – especially the combination of the virtual and contact less technology, with the human interaction in our hotels and of ces, to create the right balance.” As before the COVID-19 crisis, Saudi Arabia remains a priority market for IHG in the Middle East and it remains committed to its growth ambition in the country. Under Gauvin’s leadership, IHG’s footprint has grown quickly in the country over the past ve years, with more than 100 percent growth (by number of rooms) in its system size. With the Kingdom’s Vision 2030 progressing, IHG is predicting a new era of travel as it undergoes a historic period of growth and transformation fuelled by increasing demand from both business and leisure travellers. A new Riyadh of ce and dedicated team are expected to take advantage of this under Gauvin’s guidance. The voco brand has also grown quickly in the Kingdom in the past year with the signing of voco Jeddah Gate, voco Riyadh (which is now open) and the world’s largest voco hotel with more than 4200 rooms, voco Makkah. Now, as local restrictions are lifted or eased, domestic tourism is becoming Gauvin’s focus for immediate recovery, with preparations being made to ensure IHG can take advantage of improving consumer con dence. However, in the long term, Gauvin says that as well as its expansion in the UAE and KSA, IHG sees Oman and Egypt as two areas with growth potential, as well as a number of projects upcoming in Africa. Pascal Gauvin Managing director, India, Middle East and Africa, InterContinental Hotels Group Numbers at a glance 8 YEARS Time in role 28 YEARS Time with company 40 Time in industry 97 Hotels 35,000 Keys 25,000 Staff 44 Pipeline 3The Power 50 hoteliermiddleeast.com October 2020 28 Despite the impact of COVID-19, Rotana has achieved a number of milestones over the past 12 months, including entry to the Moroccan market with The Palmeraie operational, with many trading at occupancies above 75 percent throughout. Rotana was quick to abandon traditional work ows and structures, establishing multiple lateral initiatives which have seen employees from the properties repurposed and contributing in different ways. An example being the development of a call centre that handles the COVID-19 hotline for the UAE’s national health services. Rotana will continue to push ahead with its strategy for expansion, which has been largely unaffected. “This year will go down as a period that has taught us all valuable lessons, including to never take the joy of travel for granted,” said Hutchinson. “Despite the challenges I strongly believe our industry will welcome the green shoots of recovery in coming months.” Rotana Resort in Marrakech, and the opening of Centro Corniche Al Khobar by Rotana in Saudi Arabia – its seventh in the Kingdom. Across the group only three hotels in remote destinations have faced temporary closures, all other hotels have remained Almost three years into the role, Tim Cordon is continuing to prove he deserves his spot at the top of Radisson. In 2019, there was 15 new hotel openings in the region, a 4.1 percent increase in like-for-like revenue and a 1.9 percent in like-for-like RevPAR since 2017. This year, Radisson Hotel Group has signed more than 50 hotels in the region, adding another 10,200 keys to the portfolio and opening 25 hotels across EMEA. Cordon said: “Looking towards 2021, we have 14 openings scheduled within our region, reinforcing the group’s commitment towards our ve-year plan.” “In terms of pipeline, we have, along with the industry, witnessed delays on new projects due to the lack of movement of goods and people. Some countries have had more restrictions than others but overall, most of our pipeline is in line with the proposed schedule, with delays not expected to exceed six to nine months.” “The last 12 months have been full of challenges and dif culty but within that there have also been incredible stories of courage, warmth and dedication that have been truly inspiring. I know that we will re ect on this year as having been a dif cult time but I’ll also remember most vividly the passion and spirit of our teams.” Cordon is con dent that coronavirus has taught Radisson how to better adjust operations and look after staff and guests. Numbers at a glance 1 YEAR, 8 MONTHS Time in role 6 YEARS, 8 MONTHS Time with company 31 YEARS Time in industry 68 Hotels 17,789 Keys 10,485 Staff 36 Pipeline Numbers at a glance 2 YEARS 10 MONTHS Time in role 15 YEARS Time with company 25 YEARS Time in industry 82 Hotels 16,400 Keys 12,000 Staff 48 Pipeline Guy Hutchinson President & CEO, Rotana Hotel Management Corporation PJSC Tim Cordon Area senior vice president Middle East & Africa, Radisson Hotel Group 4 5The Power 50 29 October 2020 hoteliermiddleeast.com With 14 properties opening in the region in the past 12 months, and more than 20 new properties signed, it hasn’t been a quiet year for Guido De Wilde. Add in a global pandemic and it may have been one of the busiest ever. “What we as an industry have experienced in the past 12 months is like nothing we’ve ever seen before,” said De Wilde. “As a company we believe that travel and tourism is a celebration of diversity that connects cultures and that was severely impacted earlier this year due to the pandemic. We understand that people are thinking about travel differently now and so are we. This ‘new normal’ will evolve and change to re ect government guidance and new societal expectations. What will never change is our commitment to keep a clean and hygienic environment for associates, guests and customers. We are living in a Millennium has remained determined and active during the pandemic and never stopped working on its ambitious expansion plans and development projects and ensured that more than 20 hotels remain set to open on track. More openings are to be announced in Q4 2020 and Q1 performance and number of portfolio size. Our development objective is to have 100 hotels in the next 5 years across MEA,” said Kervork Deldelian. “ “Our evolution in the region is not only a consequence of our team’s efforts but also a re ection of our respect for the culture and traditions in the region and the trust from our owners. I believe we have a unique identity that provides our owners with the gravitas of an international brand combined with an innate understanding of the region.” Since joining, Deldelian has taken the number of operating hotels from 26 to 46 by adding new brands such as Studio M, Millennium Place, and Millennium Central. He is now planning to drive further attention to the brands and become the preferred company for stakeholders. new age, and we want our associates and guests to clearly understand and embrace the changes we are making.” Those changes have included the creation of a new advisory board, the Marriott Global Cleanliness Council, which includes in-house and outside experts in hospitality, epidemiology, sanitation and protective technology. This team of experts from the eld of medicine and public health are helping Marriott deploy scienti cally supported practices and innovations with a focus on developing the next level of hospitality cleanliness standards. Among the openings coming are The St. Regis Dubai, The Palm and the debut of The St. Regis in Egypt. There’s also the introduction of the Westin brand in Jordan with The Westin Saraya Aqaba, the opening of Residence Inn by Marriott Al Jaddaf, Dubai, and the addition of three new Element Hotels, two Aloft Hotels and two Courtyard by Marriott’s in Dubai De Wilde added: “This is a dynamic region at the crossroads of global travel and its tourism industry will continue to innovate and drive great opportunities in Numbers at a glance 1 YEAR Time in role 3 YEARS 6 MONTHS Time with company 36 YEARS Time in industry 46 Hotels 15,185 Keys 6,000+ Staff 32 Pipeline Numbers at a glance 4 YEARS, 1 MONTH Time in role 34 YEARS Time with company 37 YEARS Time in industry 146 Hotels 45,000+ Keys 45,000+ Staff 80 Pipeline 2021, with Saudi Arabia, the UAE, and Turkey set to receive new openings in the next 12 months. “Our focus didn’t change despite COVID-19 and didn’t take us away from our aspiration to become one of the top operators in the region both in Kervork Deldelian Chief executive of cer, Millennium Hotels and Resorts Middle East and Africa Guido De Wilde Chief operating of cer, Middle East, Marriott International 6 7Next >