Page 1

MAY/JUNE 2015 ISSUE 07

Essential reading for hotel operators, owners, developers and investors

Emaar forges its path

A chat with Philippe Zuber, COO, Emaar Hospitality Group

Combining global flavours

Celebrity chef Greg Malouf speaks about his restaurant Cle

A BETTER GUEST

EXPERIENCE – through technology

Top hotel Wellness A dedicated look at the regional wellness industry


Picture perfect by fabric library

A huge range, all stocked and serviced

Silkland Trading LLC PO Box 8044, Dubai, UAE Between 3rd & 4th interchange, Sheikh Zayed Road Tel:+971 4 3233237/38; 3233237*202 mail@silkland.com, url: silkland.com


Did someone forget to open the back door? With a network video solution from Axis, you’ll be the first to know when a truck pulls into your delivery zone – or someone walks off with merchandise. Our network video solutions can inform security staff when deliveries come in. And set off an alarm if an unauthorized vehicle or party crosses a predefined line. You can also choose to monitor high-quality live video from a central location. Either way, you’ll save resources and money – and prevent theft – without the need for constant staff presence. Want to learn more?

Visit www.axis.com


OPINION

Top hotel Middle East is published in association with Signature Media LLC & Freizeit-Verlag Landsberg Gmbh.

The technology tool SIGNATURE MEDIA FZ LLE P. O. Box 49784, Dubai, UAE Tel: 04 3978847/3795678 Email: info@signaturemediame.com Exclusive Sales Agent Signature Media LLC P.O. Box 49784, Dubai, UAE Publisher: Jason Verhoven jason@signaturemediame.com Director: Deepak Chandiramani Deepak@signaturemediame.com Managing Editor: Munawar Shariff munawar@signaturemediame.com Art Director: B Raveendran ravi@signaturemediame.com Production Manager: Roy Varghese Roy@signaturemediame.com

Printed by United Printing Press (UPP) – Abu Dhabi Distributed by Tawseel Distribution & Logistics – Dubai

FREIZEIT-VERLAG LANDSBERG GMBH Johann-Arnold-Straße 32b+c, D-86899 Landsberg am Lech Postbox 101255, D-86882 Landsberg am Lech Telephone +49 (0)8191- 947 160 Fax +49 (0)8191- 947 16-66 www.tophotel.de Managing Directors: Thomas Karsch, Eckhard Lenz Contributor’s opinions do not necessarily reflect those of the publisher or editor and while every precaution has been taken to ensure that the information contained in this handbook is accurate and timely, no liability is accepted by them for errors or omissions, however caused. Articles and information contained in this publication are the copyright of Signature Media FZ LLE & SIGNATURE MEDIA LLC and cannot be reproduced in any form without written permission. 2 MAY/JUNE 2015

The theme of the issue - technology - is really a tool to connecting more tautly with existing and new customers globally. Hilton’s strategy with its recent roll out of digital check-in capabilities, guests have more choice and control over their hotel stays. Digital check-in and room selection does put guests in the driving seat, giving them unprecedented choice and control across their entire stay. Never before have guests been able to check-in, select their room from a digital floor plan and customise their room ready for arrival. Hilton Worldwide is currently in the pilot and testing stage of mobile room keys, and will begin a scaled rollout later in the year, giving guests even more choice and control. By the end of 2015, guests at US properties across four of their brands will be able to securely check-in and choose their room the day before arrival, and access their room directly, without stopping at the front desk, once arriving on property. By the end of 2016, the majority of their rooms system-wide globally will be equipped with this functionality. Small steps leading to a new guest experience. The best thing about this issue is that is our anniversary issue. Yes, a year has gone by for us and it’s been a successful one. We are better known and better acquainted and there’s a long way ahead of us. The route we have taken is a difficult one as that is the only way to achieve the best. So here’s to many more years of good work and reporting. Enjoy the many industry events and see you in July.

Munawar Shariff Managing Editor munawar@signaturemediame.com


CONTENTS

MAY/JUNE 2015 ISSUE 07

16

28

22 04 TOP HOTEL UNDERCOVER Possibilities are endless

The HIlton Sharjah located on the Al Majaz waterfront is one of the few five star hotels in the emirate

08 NEWS

All the latest from hotels in the region

16 OPERATOR INTERVIEW Forging the way ahead

Emaar Hospitality Group’s plans to capitalise on the hospitality boom

22 COVER STORY

A better guest experience through technology

Geraldine Calpin, Global Head of Digital at Hilton Worldwide explains how to take the customer experience to a whole new level

28 PREPARING FOR THE FUTURE

Glion Institute’s plans for the region and for the global hospitality industry

34 CÉAD MILE FÁILTE An Irish welcome

38 FORECASTING

EXPONENTIAL GROWTH

With about 87 new upscale hotel development projects, Dubai doubles its capacity by 2020

41 LIFE HAPPENS HERE

Pascal Dupuis, General Manager, The Address Dubai Marina on his passion

45 COMBINING FLAVOURS OF THE WORLD

A chat with Australian celebrity chef Greg Malouf about his eclectic restaurant Cle Dubai

52 SPA REVIEW Skin a’peel’

Dermalogica’s recently launched professional peel treatment is a tailor-made experience

54 UNDERSTANDING

HYPERPIGMENTATION

Lynille Steffenhagen, Director Training and Aesthetics, June Jacobs Spa Collection provides insights on hyperpigmentation

34 58 SPA REVIEW

Supple, nourished, summer skin

Natura Bisse’s oxygenating treatment is 60 minutes to soft, supple skin

60 BLOCKING THE SUN OUT

Emma Hubson, Education Manager – Australia, Asia and New Zealand, Dermalogica, talks about Powerbright TRx

62 PRODUCTS SHOWCASE Beauty at its best

Exceptional unforgettable products

66 EVENT

Avene launches Couvrance range

67 EVENT

Natura Bisse celebrates Beauty Lover’s Day

68 COMMUNITY

A very special feast

MAY/JUNE 2015 3


TOP HOTEL UNDERCOVER

About Top hotel Undercover

Possibilities are endless The HIlton Sharjah located on the Al Majaz waterfront is one of the few ďŹ ve star hotels in the emirate. Branded as a Hilton in 2002, the property has 259 guest rooms and suites, two restaurants and two lobby lounges and the top three oors are the Executive lounge

4 MAY/JUNE 2015

Building on the legacy established by our big brother publication - Top hotel - in Germany, Top hotel Middle East sets out to highlight all that is great and good about the fivestar properties in the Middle East, as well as the things that such prestigious properties should really do better. Top hotel has built its reputation on fair and balanced assessment of five-star hotels in Europe and beyond; we now pledge to carry on that tradition in the Middle East. We hope that by highlighting the good and the bad, we can help to raise standards across the region and recognise the properties that have clearly got it right.


TOP HOTEL UNDERCOVER

A suite at the property

RESERVATION The reservation process was handled very professionally by the reservation call centre. However, I was put on hold a few times, but the person assisting me matched the price being offered on a popular OTA (online travel agency). I booked a room on the Executive floor and was promised a lagoon facing room during this booking process. I was also told that all the rooms on the floor have a lagoon view. The confirmation email was not mailed to me and I had to call back about it. This time, the confirmation was sent instantly

The Executive lounge

Evaluation: Good.

CHECK-IN 14.30PM The entrance of the property is on the main road of the Sharjah lagoon. This makes it a very tight area that gets jammed easily if a lot of cars arrive simultaneously. When I arrived, I was met by the valet at the entrance who handed me a Baggage tag for my bag and I proceeded inside towards the reception area.

The fitness centre

MAY/JUNE 2015 5


TOP HOTEL UNDERCOVER

There were four reception desks, of which one was dedicated for Hilton HHonours members. Only two desks were manned and since a couple of guests were waiting to check-in there was a minor wait. Finally it was my turn to check in. The process was smooth enough and handled very quickly. I was given the room keys and informed about breakfast and other F&B options. I proceeded towards the elevator and was joined by the gentleman bringing up my bag I offered to take it but he insisted on taking the bag for me. Lagoon-facing King Executive room

Evaluation: Good

ROOM 1710

Standard room

Bedroom in a suite

The room was quite spacious. The entrance was a passage with the closets on the right and the bathroom on the left. There was a king bed on the right and opposite it was a table with a flat screen television. Beside it was a small basket with a few packets of crisps and dry fruits. It was the mini bar. Below this was a small fridge inside the cabinet with a few drinks in it. After the bed was a couch and coffee table and opposite that was a study table and chair. And the front wall was the window. Once I looked out the window I realised that I did not have a lagoon view room, and the view in front of me wasn’t very appealing … a lot of buildings with cars parked all over the place … definitely not very appealing to look at. Since I was promised a lagoon facing room at a reservation I thought I would just call to see if I could get what I had requested for. When I called I was told that all the lagoon facing rooms were occupied and hence this was the only room available on the executive floor. Unfortunate! Going back to the closet, I found inside it extra pillows, the ironing stand and iron, laundry bags, room slippers, as well as the safe deposit locker. There was the welcome towel art on the bed along with rose petals. There was no welcome message on the television screen Evaluation: Good

THE BATHROOM The bathroom was reasonably sized. It had a tub on the right behind the door. The was basin in front and the wc on the left. The amenities were by Peter Thomas Roth. Evaluation: Okay

Pool area

6 MAY/JUNE 2015

BREAKFAST BUFFET AT MOJO ALL DAY DINING RESTAURANT Overlooking the lagoon and on the first


TOP HOTEL UNDERCOVER

floor, the restaurant has floor to ceiling windows facing the lagoon. The buffet was extensive. Live cooking stations for pancakes, waffles and eggs, a selection of Arabic breakfast options, a selection of Indian breakfast options and a wide selection of a continental breakfast options with bread and jams and cheeses, fresh fruits and fresh salads, a number of varieties of local and international cheeses, freshly made jams, marmalades, smoothies … the works. Evaluation: Good Al Dallah, Lobby lounge

CHECK OUT 11:10AM Checkout was smooth, hardly took five minutes and I was on my way.

glass door and beyond it you are outside the property onto a not so good looking back road. While that may not be something the hotel can help, it definitely feels like an abrupt end. The fact is the hotel is in the midst of a very busy part of Sharjah which happens to be a very bustling residential area with corner stores, groceries and the Qasba Canal and tourist destination all within walking distance. This is a good thing. The property could definitely gain from sprucing up and giving the guest a feel of being in a five star property as there are literally a handful of such properties in the emirate and none of them are new builds hence upping its game will give the Hilton Sharjah more gains and an edge above the competition.

FEEDBACK When I spoke to a few of the staff around the property during the stay, I learned that the hotel had recently been converted to a Hilton property – since January 2012. The property was built in 2002 and was previously being managed by another company. The 13-year-old construction hadn’t been renovated even once. The reason being the owner who is still not convinced that the property needs a renovation. The entrance of the hotel is very grand because of the beautiful staircase and the huge chandelier on the top. In all honesty, the property doesn’t yet look dated, but a few changes would definitely perk up the look and feel. For instance, when I stayed there on the right and left of the entrance into the lobby are

lobby lounges, however on the left of the entrance was what looked like a makeshift registration stand … that looked a bit out of place in the lobby. Also, the shops on the premises beyond the grand staircase did not look inviting or impressive. Somehow reducing the overall good impression of the lobby. As you cintinue walking beyond the shops you come to a

Suite bathroom

The HIlton Sharjah Reservation: Good

Top hotel ratings 0-20 - Un-satisfactory 21-40 - Poor 41-60 - Satisfactory 61-80 - Good 81-100 - Excellent

Check-in: Good Room 1710: Satisfactory Bath: Satisfactory Floor service: Satisfactory Landscaping: Satisfactory Breakfast buffet: Good

Top hotel Undercover opinion:

41-60 Satisfactory

Fitness: Satisfactory Corridors, elevators, stairs: Satisfactory

Total: 43%

Housekeeping: Satisfactory Check out: Good 0

20

40

60

80

100

MAY/JUNE 2015 7


Jumeirah Emirates Towers receives Green Globe Certification JUMEIRAH EMIRATES Towers is the first hotel in the Jumeirah Group to receive the Green Globe Certification, which it has won for the 4th consecutive year. Sven Wiedenhaupt, General Manager, Jumeirah Emirates Towers, commented, “I am immensely proud of our colleagues’ commitment towards our Corporate Social

Responsibility (CSR) and appreciate their initiatives and support in saving utility costs and in turn reducing our carbon footprint”. Green Globe Middle East Preferred Partner, Farnek Middle East LLC, has independently verified the sustainability achievements at the property. In line with energy saving initiatives, there has

been a 1.63 per cent reduction in electricity consumption achieved as compared to the same period in 2013, and 4.17 per cent reduction for gas consumption. Currently, approximately 80 per cent of the hotel uses energy efficient lighting and is working towards 100 per cent LED lighting in 2015. In regards to water usage, there was a 12.2 per cent saving

on irrigation water in 2014 compared to 2013. Jumeirah Emirates Towers focuses on sustainable outcomes with preference for eco-certified suppliers and biodegradable cleaning products and amenities. Furthermore, to reduce wastage and costs, the hotel serves half portion meals at 50 per cent of the set price upon request by guests.

Marriott Hotels to showcase 4-D virtual reality travel experience

IN ITS MISSION to redefine the future of travel, Marriott Hotels, is taking a leap into the future of travel with Oculus Rift virtual reality technology. The brand’s Teleporter will be on display from May 4th to 7th at the Arabian Travel Mart (ATM) in Dubai as part of Marriott Hotels’Travel Brilliantly campaign. Pre-selected visitors of the Marriott International booth at ATM will have the

8 MAY/JUNE 2015

opportunity to #GetTeleported instantly to see, hear and feel what it is like to be on a beach in Hawaii and high above the city of London. During the Marriott Virtual Travel Experience, guests enter the Teleporter, where they will put on virtual reality headsets and headphones to be completely immersed in a virtual world. From there, they will visit a virtual version of a new

Marriott Greatroom lobby, and then virtually travel to a black sand beach in Maui, Hawaii and to the top of a skyscraper in downtown London. While “traveling,” people will experience 4-D elements – the feeling of the warm sun on their skin, breeze in their hair, rumble of waves under foot and ocean spray in their face – to make the experience feel extremely lifelike.

Introduced globally late last year, the unique 4-D immersive and sensory travel experience is a result of a partnership between Marriott Hotels and Academy Award-winning content and experience studio, Framestore. The initiative and wider campaign reinforces the brand’s commitment to shape the future of travel through engaging and co-creating with the millennial travellers.


Hansgrohe adds contemporary elegance to Four Seasons Abu Dhabi HANSGROHE, THE GERMAN bathroom specialist, has been selected to bring contemporary elegance to Abu Dhabi’s newest luxury hotel - Four Seasons. This landmark waterfront five-star property will equip its bathrooms with Hansgrohe and Axor products that are in line with the hotel’s stylish and exquisite design. Located at Al Maryah Island, Four

Seasons Abu Dhabi will set new standards in hospitality, with elegant accommodation and five-star facilities in an architecturally stunning building. Complementing the sophisticated interior décor of the luxury hotel will be the award winning Hansgrohe PuraVida mixers. These slim-line mixers, which will be featured across the guest rooms, will

perfectly embody the purist design concept of the hotel. The Axor Citterio M range will add a touch of simplistic luxury to the hotel’s 127 apartments. The collection is the result of a collaboration between Axor, the designer brand of Hansgrohe and the Milanese architect and designer Antonio Citterio. The Four Seasons at Al Maryah Island, Abu Dhabi will open its doors end of 2015.

Hilton Worldwide Announces Middle East Debut of Hampton by Hilton HILTON WORLDWIDE and wasl hospitality and leisure, a subsidiary of wasl Asset Management Group, have announced the introduction of mid-market hotel brand Hampton by Hilton to the Middle East. A management agreement has been signed to open Hampton by Hilton Dubai Al Qusais, which becomes the largest Hampton under development anywhere in the world. In addition, an agreement has been signed to open Hilton Garden Inn Dubai Al Garhoud, which joins Hilton Garden Inn Dubai Al Mina and Hilton Garden Inn Dubai Al Muraqabat, both of which are expected to open this year. “This new commitment will help to diversify the city’s hospitality landscape, supporting the Government of Dubai’s vision of increasing the number of affordable offerings for guests,”said Mr Hesham Al Qassim, CEO, wasl Asset Management Group. Rudi Jagersbacher, president, Middle East and Africa for Hilton Worldwide, said,“In a destination of firsts and with 5.6 per cent YOY increases in guests checking in to Dubai hotels, we are delighted that our first Hampton by Hilton in the Middle East will be in the UAE.”

Stuart G. Birkwood appointed GM of Le Méridien Abu Dhabi LE MÉRIDIEN ABU DHABI - owned by Abu Dhabi National Hotels – has announced the appointment of Stuart Birkwood to the position of General Manager. Birkwood will be responsible to operate this iconic hotel alongside his dynamic team to continue delivering

the best possible guest experiences. With over two decades of valuable hospitality experience across Poland, Finland and the Kingdom of Saudi Arabia, Stuart Birkwood started his career 24 years ago in the UK. He is joining Le Méridien Abu Dhabi from

the Hotels & Entertainment Division of the Fawaz Alhokair Group where, as CEO, he was responsible for developing and leading hotel and entertainment projects in KSA. Previously, Stuart was in the position of General Manager at Sheraton Riyadh Hotel & Towers.

MAY/JUNE 2015 9


A taste of Dubai in Mallorca IT’S TIME FOR some cultural exchange with a leading chef from the Burj Al Arab Jumeirah bringing his skills to Jumeirah Port Soller Hotel & Spa in Mallorca, when he spends two weeks in the kitchen at Es Fanals tapas restaurant. Chef Hussain

Sabri Dagher will present the ‘Mezze meets Tapas’ fortnight and treat guests to a mix of traditional Middle Eastern culinary dishes. Cuisine will include spicy mohammara, lamb koftas and chicken shawarma - reinvented in a tapas format,

SKAI signs second management agreement with Viceroy SKAI, THE DUBAI-BASED real estate investment group, will upgrade its upper upscale property, Suites in the SKAI, in Dubai’s Jumeirah Village Circle to a five-star luxury property, and rebrand it Viceroy Dubai Jumeirah Village, following the signing of Viceroy Hotel Group as its hotel operator. The signing of Viceroy Hotel Group marks the operator’s second venture with SKAI alongside sister property, Viceroy Dubai Palm Jumeirah. The upgrade to a five star hotel comes at no additional cost to buyers and will add significant value to stakeholders. Construction on the 60-storey tower is already underway, with the hotel scheduled for operation in 2018. Its distinctive star wing design was also recently trademarked in eight categories. Conceptualised in-house by architect Nabil Akiki, CEO of Real Estate Development, the unique design allows for each room and apartment to incorporate a vast landscaped garden.

10 MAY/JUNE 2015

enhancing the Mediterranean flavours of the Es Fanals restaurant. With over 20 years’ experience, Dagher has worked in some of the world’s most luxurious hotels and has previously worked in Syria, Kuwait, and London.


Dubai Parks and Resorts partners with Merlin Entertainments plc to build LEGOLAND® Water Park DUBAI PARKS AND Resorts (DPR), in conjunction with UK based Merlin Entertainments plc (‘Merlin’), the world’s second-largest visitor attraction operator and a FTSE 100 company, has unveiled the latest addition to its line-up. The LEGOLAND Water Park is sure to make a splash when it opens next year, as an exciting addition to the wider LEGOLAND Dubai theme park, which is already in development. Aimed at children ages two to twelve, the new LEGOLAND Water Park will feature some of LEGOLAND’s most popular water attractions, including a half-million gallon wave pool; the very popular Build-A-Raft River, where guests can design and build their own customised

raft; along with the interactive Imagination Station, which lets children construct bridges, dams and cities and test their designs against the flow of water. LEGOLAND Dubai, the first LEGOLAND Park in the Middle East, will cover a total of three million square feet made from more than 60 million LEGO bricks. This includes over 40 interactive rides, shows and attractions set in six themed lands – LEGO City, Adventure, LEGO Kingdom, LEGO Create, LEGO Factory, and Miniland, which is always unique to every individual location and showcases some of the most iconic buildings and landmarks from Dubai and the Middle East – replicated to scale in LEGO bricks.

Great F & B linen

Show rooms in UAE, Saudi, Qatar, Jordan, Bahrain, Lebanon, Windhoek please contact: malika@kaechele.com or by phone +971 (0) 50 1543535 Kaechele Hotel Linen Laichingen Germany info@kaechele.com www.kaechele.com MAY/JUNE 2015 11


P&C by Sergi Arola offers fresh take on Mediterranean cuisine THE EPONYMOUS eatery from Spain’s renowned two-Michelin star chef, p&c by Sergi Arola, has added another dimension to Abu Dhabi’s increasing gastronomy choice. With this opening at the Shangri-La Qaryat Al Beri,

Abu Dhabi, the restaurant will further raise the profile of the city as a key centre for culture, arts, and now food. As a Shangri-La experience, this signature restaurant from the acerbic Spanish chef, who has created dining sensations

across Europe, South America and South Asia, will blend Mediterranean flavours with Sergi’s unique finesse and Spanish charm for an unmatched dining experience. Taking the Spanish sharing concept of tapas, Arola’s

eclectic menu takes on board cultural sensitivities, and provides a broad selection of taste sensations, prepared with Mediterranean flair and the freshest ingredients. Expect to see Sergi’s take on classic dishes such as Patatas Bravas, Steak Tartare and also adaptations of rice dishes, paella and risottos.

Minor Hotel Group announces plans for first AVANI Hotel and AVANI Residences in Australia MINOR HOTEL GROUP, a hotel owner, operator and investor, with a portfolio of 127 hotels and resorts in 22 countries, has announced the planned expansion of its presence in Australia with the launch of two new properties in Perth, AVANI Hotel and AVANI Residences. The announcement marks the AVANI brand’s entry into the Australian market with an investment of more than AUD$ 110 million. Foreseeing Perth as a key strategic market, the company has been selected by the Metropolitan Redevelopment Authority (MRA), subject to finalisation of definitive agreements, as the developer of Lots 2 and 3A within the Perth City Link project as the result of a competitive bid process. Minor Hotel Group’s planned investment in the Perth City Link project introduces AVANI brand hallmarks such as design for life living spaces, good honest food and all the details that matter for a fuss-free seamless stay to Perth, together with dynamic new food and beverage brands.

12 MAY/JUNE 2015


Rezidor promotes Third consecutive three employees into win for Armani/ Ristorante as leadership roles THE REZIDOR HOTEL GROUP announces three new promotions in its KSA operations. Saudi national Shakeel Al Hamid has been promoted to Cluster General Manager for the Radisson Blu Hotel, Jeddah and the Radisson Blu Royal Suite Hotel, Jeddah; Jaafer Hamadin has been promoted to District Training Manager KSA, and Raza Hasnain has been promoted to District Revenue Manager KSA. In his new role, Al Hamid will be responsible for the overall operations of the Radisson Blu Hotel, Jeddah,

and the Radisson Blu Royal Suite Hotel, Jeddah, properties he has been familiar with since 2004. Hamadin will be responsible for the administration of training and development standards for all Rezidor hotels within the country, including driving the Rezidor Hotel Group culture. And Hasnain will be responsible for managing the portfolio of the Park Inn by Radisson and Radisson Blu Hotel in KSA, including supervising the daily practice of the maximisation of rooms, meetings and events revenue.

The Oberoi, Dubai launches Two-Bedroom Family Suites THE OBEROI, Dubai has launched its Two Bedroom Family Suites, each of which comes with a private balcony offering breathtaking views of Burj Khalifa. Designed for families, these Two Bedroom Family Suites span over an expansive 200 square metres, encompassing a grand master bedroom, a richly-furnished living room, a dining room for six guests, Italian marble bathrooms with a double vanity counter. Floor-toceiling windows in all rooms allow

an abundant flow of natural light. Furnished in hues of white, beige and touches of red, the décor of these suites exudes warmth and comfort while the tasteful abstract art by Mrinmoy Barua adds a touch of exotic elegance. Every guest at The Oberoi, Dubai enjoys the convenience of in-room check-in and access to 24 hour Butler service, complimentary daily yoga classes and use of the gymnasium, open 24 hours a day, and the infinity swimming pool.

‘Best Italian’

ARMANI HOTEL DUBAI has won two honours at the Time Out Restaurant Awards 2015 - while Armani/Ristorante won the ‘Best Italian Restaurant’ for the third consecutive year, Armani/Amal was ‘Highly Commended’ as ‘Best Indian Restaurant’ having clinched the honour in 2013 and 2014. Said Spencer Wadama, General Manager of Armani Hotels & Resorts,“The honours for Armani Hotel Dubai, especially as we mark our fifth anniversary year, highlights our commitment to deliver exceptional experiences for our guests. Reflecting the ‘Stay with Armani’ philosophy, we are building on the impeccable design of the hotel with the highest standards of service and culinary excellence.” With a natural passion for the finest ingredients, exquisite flavour combinations and contemporary presentation, Armani/Ristorante, located on the Lobby Level, offers a signature experience for all senses. Armani/Amal serves fresh and innovative regional Indian cuisine with an exciting beverage list and selected teas. Exotic curries and other specialities are prepared table side, showcasing timehonoured traditional cooking methods.

MAY/JUNE 2015 13


Head to Portugal This Summer with plethora of offerings at ATM AFTER A SUCCESSFUL presence at the ATM in 2014, Tourism of Portugal is once again bringing its delegates to Dubai from May 4th to 7th, 2015 to meet with some of the GCC’s most influential travel agents. The showroom of Tourism of Portugal will support the operations of 13 hotels and travel agencies in Portugal by providing a platform for the Portuguese businesses present to interact with the top travel agents in the GCC market. Portugal, one of Europe’s most attractive and emergent countries, is the ideal destination for tourists from the GCC to surround themselves in the extraordinary culture and experiences that the city has to offer. With its mild climate, 3000 hours of sunshine per year and 850 km of splendid beaches, Portugal is the ideal holiday destination all year round. The exceptional local cuisine and hospitable residents turn Portugal into a tourist paradise of the highest quality. Guests can simply sit back and be pampered by the quality service and attention provided by Portugal’s elegant hotels, as well by the welcoming residents.

TIME to unveil second Qatar property at ATM UAE-HEADQUARTERED hospitality company, TIME Hotels Management, will make waves at ATM this year with a reveal of its second property in Qatar, the 142-room TIME Plaza Hotel. Located in Al Khail, just 10 minutes from Hamad International Airport, and within easy reach of the city’s major commercial and retail hubs, the four-star hotel, which is scheduled to open in Q1 2017, will also offer a choice of two restaurants, ample parking and a contemporary meeting space for up to 40 guests. TIME’s executive team will also be providing a detailed update on the status of two properties currently under development, the TIME Royal Hotel & Spa, Dubai, and TIME Rako Hotel, Qatar. Says Mohamed Awadalla, CEO, TIME Hotels,“There is growing demand across the GCC for new budget brands with a

14 MAY/JUNE 2015

quality pedigree from respected operators, that travellers can trust to deliver comfort, connectivity and creativity when it comes

to supporting services and facilities, and we are very excited to debut our TIME Express brand in the regional market.”


DWTC unveils 15,500 square metres expansion DUBAI WORLD TRADE CENTRE (DWTC), the region’s largest MICE venue operator, has announced plans to build a 15,500 sq mt (166,800 sq ft) extension to its current indoor complex space, taking the available multipurpose indoor event and exhibition capacity to over 122,000 sq mts (over 1.31 million sq ft). With the continued increase in demand for new shows, and year-on-year scale up of strategic events within the DWTC calendar, the planned custom-built and flexible event space is expected to cater to the next five years of portfolio growth that will in turn support increases in Dubai’s business tourism traffic. Adjacent to the existing Zabeel Hall complex, three new halls – named Zabeel 4, 5 and 6 – will form the extension beyond Halls 1, 2 and 3. Construction is expected to commence later this month with the new space becoming operational from Q1 2016.

Ethihad Airways wins prestigious crystal cabin award ETIHAD AIRWAYS has scooped the coveted 2015 Crystal Cabin Award in the ‘Premium Class & VIP’ category, for its innovative Airbus A380 upper deck cabin designs and products. The ceremony was held in Hamburg, Germany, as part of the annual Aircraft Interiors Expo. The Crystal Cabin Award is the only international award recognising excellence in aircraft interior innovation. The international judging panel is made up of more than 20 academics, engineers, representatives of aircraft manufacturers and airlines, as well as journalists specialising in the field of aircraft interior design. The award was presented jointly to Etihad Airways and the members of the

Etihad Design Consortium (EDC) – a unique grouping of three leading brand and design agencies, who pooled their combined skills to deliver Etihad Airways’ ambition of revolutionising air travel by totally reimagining the flying experience. Created in 2008, in collaboration with leading co-creation and research agency, Promise Communispace, the EDC incorporates three companies: Acumen Design Associates, who were contracted to design all on-board seating; Factorydesign, who were chosen to design the guest experience and destination zones; and Honour Branding, who were tasked with coordinating the project interface between the EDC and Etihad Airways and formulating the creative strategy for the concept work.

MAY/JUNE 2015 15


OPERATOR INTERVIEW

16 MAY/JUNE 2015


OPERATOR INTERVIEW

Forging the way

Philippe Zuber, Chief Operating Officer of Emaar Hospitality Group, tells ThME how the company plans to capitalise on the hospitality boom expected with Expo 2020, while contributing to the growth of the economy

Tell us a little about the projects you are currently handling and what is in store for the future. In line with Emaar’s strategy, our focus is to be one of the highest performing assets of the Group, and solidify our credentials as a hospitality provider offering definite niches that appeal to our guests – be it business or leisure travellers, or the next generation of tech-savvy and entrepreneurial guests. Over the next five years, our emphasis will be to support the Dubai Tourism Vision 2020 and the Expo 2020 Dubai by creating hospitality experiences that meet the need of visitors to Dubai. Simultaneously, we will grow our international presence in managing and operating hotels in high-growth markets. We have already expanded to Egypt with management contracts to operate The Address Marassi Golf Resort & Spa as well as The Address Masai Mara

MAY/JUNE 2015 17


in Kenya, a retreat highlighted by the natural beauty of Kenya. This complements our expansion to Turkey, where The Address Hotels + Resorts is managing its first full-fledged hotel and serviced residence in an international market. Overlooking the Marmara Sea, Princess Islands and Bosphorus Strait, The Address Istanbul is a 49-storey architectural marvel that is in the heart of Emaar Square, a mixed-use project by Emaar. On levels 12 to 29 of The Address Istanbul are a premium collection of 5-star residences, The Address Residence Istanbul. In addition, The Address Hotels + Resorts also manages The 18 MAY/JUNE 2015

Address Residences Emaar Square, a limited collection of only 73 fullyfurnished, luxury homes. Further strengthening its global footprint, The Address Hotels + Resorts expanded to Nigeria to operate The Address Abuja, Centenary City, the first hotel and serviced residences project in Abuja Centenary City. Additionally, The Address Hotels + Resorts will lend its expertise to Emaar’s upcoming serviced residences in Downtown Dubai, including The Address Residence The BLVD, The Address Residence Fountain Views I, II, & III, and The Address Residence Sky View, while Vida Hotels and

Resorts will serve the Vida Residence, The Hills and Vida Residence, Downtown Dubai. We are also strengthening the footprint of Rove Hotels, which provide all essentials and incredible value across all touch-points. Rove Hotels will appeal to the savvy traveller, who leads a fast-paced urban life, keeps things simple and is constantly on the go. We have made significant progress with our first project – Rove Za’abeel – while five other properties will open in the coming years in Al Wasl, Port Saeed, Al Jafiliya, Oud Metha and Dubai Marina.


OPERATOR INTERVIEW

Our commitment is to be at the forefront of Dubai’s hospitality sector, as well as expand our footprint to highgrowth markets globally to emerge as one of the most admired international brands in the industry.

Most recently, we have also signed a management agreement with Town Square, a trendy lifestyle development for the new generation of end-use home-owners, to open the Vida Town Square Dubai, located in the heart of its central town square. How does Emaar Hospitality Group aim to capitalise on all the hospitality incentives and initiatives being outlined for Dubai’s hosting of Expo 2020? We will continue to focus on expanding our presence in the hospitality sector in Dubai, complementing the Dubai Tourism

Vision announced by His Highness Sheikh Mohammed bin Rashid Al Maktoum, UAE Vice President and Prime Minister and Ruler of Dubai, to welcome over 20 million annual visitors by the turn of the decade. Also, as Dubai prepares to host the Expo 2020, strengthening the hospitality sector to welcome the 25 million visitors expected during the six-month period is an imperative. We will also support the expansion plans of Emaar Properties, as it focuses on creating varied integrated developments in Dubai and other emerging markets. Apart from strengthening all our hotel brands –

The Address Hotels + Resorts, Vida Hotels and Resorts and Rove Hotels – we will also build on our leisure assets and Lifestyle Dining divisions not just in Dubai but the region and in key international markets. In fact, one of our priorities is to expand all our hotel brands to newer geographies through management agreements, building on our unique value proposition of extending worldclass service for hotels and serviced residence management. In Dubai, we will also focus on promoting Dubai Opera, a 2,000-seat multi-format venue for opera, theatre, concerts, art exhibitions, orchestra, film, sports events, and seasonal programmes, as well as mark our presence at The Opera District, which will feature luxury hotels and elegantly designed residential and serviced apartments. We will also further strengthen our events and lifestyle business, with our properties offering spectacular venues for events – be it weddings, gala evenings, business conferences or product launches. Backed by a team of dedicated professionals, these venues can be customised to suit the needs of the guests. Our commitment is to be at the forefront of Dubai’s hospitality sector, as well as expand our footprint to high-growth markets globally to emerge as one of the most admired international brands in the industry. What is your opinion on the hospitality landscape in Dubai and Abu Dhabi? The MENA hospitality sector, particularly within Dubai and Abu Dhabi, has a distinctive ethos. While the fundamentals of hospitality are relevant and applicable in any region – be it Asia, Europe or Dubai – what makes it unique here is the fact that we cater for a truly cosmopolitan audience. With over 200 nationalities living in Dubai, and the city emerging as a global hub for business and leisure, our services must be truly aligned to appeal to the trendy, tech-savvy, cosmopolitan guest. Additionally, the city also has a soul, where culture and tradition matters. Integrating the best of modernity and tradition is important and you feel that difference in our properties. A classic example is Manzil Downtown Dubai, our MAY/JUNE 2015 19


OPERATOR INTERVIEW

new property. Artistic in spirit and contemporary in presentation, it serves as a stylised hub that provides an imaginative interpretation of Arabian culture for Arab guests and a culturally stimulating experience for international visitors. How do you stay on top of trends, keep the guest engaged and satisfied, and maintain an edge over the competition? The key is to be innovative and surprise guests through exceptional service and lifestyle experiences. For example, we are bringing several new and exceptional dining experiences through our Lifestyle Dining division. This is underlined by the opening of CUT, the award-winning, modern American steak restaurant 20 MAY/JUNE 2015

We are at the forefront in embracing digital technology across all touch-points and this will continue to be a focus.

by legendary chef and restaurateur Wolfgang Puck, at The Address Downtown Dubai. Another addition to our restaurant portfolio – also in The Address Downtown Dubai – is Zeta Restaurant/Lounge, specialised in Asian fusion cuisine. The opening of CUT and Zeta have brought a new dimension to the dining out scene in Dubai, with Zeta standing out for the superb al fresco experience it offers, making it one of the finest outdoor dining destinations in the world. Another innovative addition by the Vida Hotels and Resorts is the Vida Food Truck, which brings street style food to the Mohammed bin Rashid Boulevard in Downtown Dubai. Vida’s Portable Gourmet Station is the ground-up restoration of a 1960s

Airstream that offers a delectable twist on everyday classics. Following overwhelming response from the community, we are planning to launch another of the same shortly. Further defining our credentials in connecting with the needs of our guests, we have invested significantly in the latest technology to offer smart choices that add to their convenience. We are at the forefront in embracing digital technology across all touch-points and this will continue to be a focus. We believe that it is important to appeal to the modern generation of travellers, who are increasingly choosy, discerning, and seek fuss-free experiences such as that assured by the brands under Emaar Hospitality Group. By effectively observing changing trends in the industry, we


OPERATOR INTERVIEW

aim to be the most sought-after hotel brands in the city. What makes each of your brands unique? Are you planning to introduce any new brands? While The Address Hotels + Resorts is the flagship hotel brand of Emaar Hospitality Group, the five star premium hotel brand brings a new identity to the hospitality and service offering of Dubai and the region. We further expanded our operations with the addition of a brand-new hotel brand, Rove Hotels, and opened Manzil Downtown Dubai, managed by Vida Hotels and Resorts. Reflecting the essence of Dubai’s identity, Rove Hotels are modern, cosmopolitan, smart and cultural,

and the first Rove property – Rove Za’abeel will open this year. We have plans to roll out 10 properties across central locations in Dubai and the region by 2020. A truly niche concept, Rove Hotels celebrate the very heartbeat of the city with its unique approach to deliver value hospitality experiences for the young and young at heart global traveller, who explores without borders. Our new Vida Town Square Dubai will be elegantly designed with stunning contemporary architecture and fashion-forward interior concepts. It will draw on the breath-taking greenery of Town Square by providing vast open spaces that exude natural light, lending vitality and vigour. An array of innovative and value-added services await guests at the hotel

All our hotel brands and leisure assets recorded robust growth in 2014, leveraging the positive performance of Dubai’s economy.

including smart technologies that enable them to access all amenities at the tap of a finger through iPads and smartphones. In addition to this, we opened the doors of Manzil Downtown Dubai, a new upscale lifestyle boutique hotel under the Vida Hotels and Resorts brand that celebrates the warmth of Arabian hospitality in a culturally stimulating, tech-savvy setting. All our hotel brands and leisure assets recorded robust growth in 2014, leveraging the positive performance of Dubai’s economy. Our growth was also led by our concerted efforts to strengthen our portfolio, expand to new markets and create innovative guest experiences, which enhanced customer loyalty, brand retention value and increased occupancy levels. MAY/JUNE 2015 21


COVER STORY

A better guest experience – through

technology

ad of e H l Globa , n i p l lls Top ne Ca i e t d e l d a i r s by Ge rldw n o o i t W a v n w inno r at Hilto l e a n t i e g i h t D tome s about l u e c t o e H ill tak w l h c i ew leve , wh n d e l n o a h r the b e to a w c n e i r e exp 22 MARCH/APRIL 2015

Hilton Room Details

Hilton HHonors App


COVER STORY

Hilton Digital Floor Plan

Hilton Check In

Hilton Check In Complete

The hospitality industry is abuzz with using technology to enhance the customer experience. Hoteliers are contemplating self-check-in kiosks, floating staff with tablets that can check guests in wherever they may be, in the hotel reception area. The traditional front desk may or may not have queues, but guests are usually tired after a long journey, and this could be a welcome change. “We are constantly developing our offering to cater to our increasingly tech-savvy guest profile, who need to be able to plan their business and leisure trips on the go. In a recent Hilton Worldwide study, we found that 84 per cent of business travellers surveyed want the ability to choose their own room, while two out of three consumers (66 per cent) want more control over choosing their hotel room,”says Geraldine Calpin, Global Head of Digital at Hilton Worldwide. But can the guest check-in experience be simplified? It would surely involve the integration of suitable technology. Consumers are able to select their seats on airplanes, in theatres and stadiums, and choose the rental car of their preference, so why not here?“With the roll out of Hilton Worldwide’s digital check-in capabilities, guests have more choice and control over their hotel stays than ever before. This technology is in place to enhance our offering for those who wish to use it; with our Team Members always on hand to welcome and take care of our guests who prefer traditional check-in. I personally believe digital check-in and room selection puts our guests in the driving seat, giving them unprecedented MARCH/APRIL 2015 23


COVER STORY

choice and control across their entire stay. Never before have guests been able to check-in, select their room from a digital floor plan and customise their room ready for arrival. We are truly revolutionising the industry and this is just the tip of the iceberg for digital at Hilton Worldwide, with our mobile room keys set to go live in MEA in 2016,” says Calpin. Hilton Worldwide is currently in the pilot and testing stage of mobile room keys, and will begin a scaled rollout in 2015, giving guests even more choice and control. By the end of 2015, guests at US properties across four of their brands will be able to securely check-in and choose their room the day before arrival, and access their room directly, without stopping at the front desk, once arriving on property. By the end of 2016, the majority of their rooms system-wide globally will be equipped with this functionality. This solution, again, is for those who choose to use it, and traditional key cards will continue to work alongside the mobile-enabled keys. “Our hotels across the region have embraced technological updates, with the vast majority of our UAE properties adapting their offering to launch digital room check-in capabilities in 2015. Following the success of this offering, we expect many more hotels to come on board with the roll out of mobile room keys in 2016,” she states. Technology is transforming the way people consume goods and services, and as a result, the way business is done.“Over the course of the last seven years (while we were a private company), Hilton Worldwide has invested US$550 million (AED 2,020 million) in overall IT infrastructure globally. This infrastructure is extensive, and includes all our mobile applications (for features such as digital check-in and customisation) as well as many other major areas such as our websites, data centres, sales and revenue management, on-property systems and corporate intranet,” informs Calpin. The brand can now boast that this strong, efficient infrastructure is a key differentiator, since the foundation has already been laid, and new advancements can be rolled out on a broad scale – across brands and in countries around the world.“The digital 24 MARCH/APRIL 2015

Consumers are able to select their seats on airplanes, in theatres and stadiums, and choose the rental car of their preference, so why not here?

lobby features continue to be rolled out at our hotels in a cost-effective manner, with everything we do designed to better serve our guests so they’re more loyal to our brands – including our digital tools – in order to drive business and generate revenue for our owners,” she explains. Needless to say, the roll out will require relevant investment from hotel owners as well.“We expect a high return on investment from the digital tools driven by increased brand loyalty and incremental revenue from push notifications, upsell opportunities and pre-arrival requests,”says Calpin. There is still ongoing debate, however, on the areas in which customer experience needs to be enhanced, and technological upgrades and investments need to happen.“As we continue to monitor consumer trends and booking patterns, we endeavour to build digital platforms that answer the needs of our guests around the world. With more than 70 per cent* of all travellers booking and traveling using their mobile devices and 39 per cent* of people say that choosing their airline seat online with their mobile device is their favourite part of booking travel, we developed a programme to offer unprecedented guest control in the hospitality sector; starting from before the guest even arrives the property,”claims Calpin. With the rise of social media over the last decade, engaging with guests

on this platform has become the need of the hour. Many times, this enhances guest experience, and social media marketing has become the trend to follow.“In light of this, each of our properties has an in-house social media champion, dedicated to creating compelling social media content, sharing news and engaging with users. With more guests searching and booking trips online and through social media than ever before, hotels are increasingly present across twitter, Facebook and Instagram, with many sharing captivating content and visuals, and consumer competitions to build a loyal following,”she says. To keep up with this trend, in 2014, Hilton Hotels & Resorts launched the #HiltonStory campaign as part of ‘Our stage. Your story’, with the brand encouraging consumer-generated content through asking people to volunteer stories and photos of their adventures using the #HiltonStory hashtag across social media including Twitter, Facebook and Instagram. New technologies and upgrades mean the team behind it needs to constantly evolve and upgrade their own skills.“Our team members are constantly presented with learning and development opportunities to ensure their talent continues to grow with our offering. Prior to the roll out of our digital capabilities, technology-focused training was built into our ongoing, cost-effective training programmes as


COVER STORY

Hilton Worldwide is currently in the pilot and testing stage of mobile room keys, and will begin a scaled rollout in 2015, giving guests even more choice and control.

standard, with all hotel Team Members ready to deal with the full spectrum of guest enquiries. Today, our digital initiatives enable our team to provide

better service, with less time spent on administration of the reservation at check in and more on meeting guests’ needs,”says Calpin.

As a business, Hilton Worldwide prides itself for being a leading hospitality provider – “We were the first to put televisions in hotel rooms, and now we are the first to let guests check-in via their mobile device and digitally choose their room – right down to the exact room number.”With a 95-year history of delivering industrytransforming offerings, the brand aims to continue to enrich the guest experience on a major scale across their brands and regions. On a brand level, to further connect with travellers’ needs and their dependency on their devices to house all of their travel itineraries, Conrad Hotels & Resorts developed and launched the Conrad Concierge app in 2012. The intuitive, service-oriented tool provides access to a 24/7 virtual concierge (available in 13 languages). Before the guests even arrive, they can use the app to take advantage of the pre check-in functionality, order room service and preferred amenities – alleviating travel hurdles to create a seamless hotel stay. “As a result of the app, the brand continues to see significant growth in spending on amenities and services from those using Conrad Concierge compared to those who are not using the app – an added bonus to the business, and an incentive for Conrad properties to become even more creative with localised offerings,” concludes Calpin. MARCH/APRIL 2015 25


‫‪COVER STORY‬‬

‫التحديثات التكنولوجية األخيرة‪،‬‬ ‫وعند وصولهم للفندق‪ ،‬يدخلون‬ ‫مع قيام الغالبية العظمى من فنادقنا‬ ‫مباشرة إلى غرفهم دون التوقف‬ ‫في دولة اإلمارات العربية املتحدة‬ ‫للتسجيل في مكاتب االستقبال‪.‬‬ ‫حاليا بعمل الالزم إلطالق خدمات‬ ‫بحلول نهاية ‪ ،2016‬ستكون‬ ‫االختيار الرقمي للغرف خالل عام‬ ‫الغالبية العظمى من الغرف على‬ ‫مستوى العالم مجهزة بهذه اخلاصية‪ .2015 .‬وبعد جناح هذه اخلطوة‪،‬‬ ‫فإننا نتوقع تقدمي املزيد من الفنادق‬ ‫هذا احلل‪ ،‬مرة أخرى‪ ،‬هو ألولئك‬ ‫الذين يختارون استخدامه‪ ،‬ما يعني لهذه اخلدمة في عام ‪.»2016‬‬ ‫التكنولوجيا تعمل على تغيير‬ ‫أنه سيستمر العمل ببطاقات املفاتيح‬ ‫الطريقة التي نستهلك بها السلع‬ ‫التقليدية ملن يريدها‪.‬‬ ‫واخلدمات‪ ،‬أو كما تقول جيرالدين‪:‬‬ ‫تستكمل جيرالدين حديثها‬ ‫«على مدى السنوات السبع املاضية‪،‬‬ ‫فتقول‪« :‬تبنت فنادقنا حول العالم‬

‫استثمرت هيلتون العاملية ‪ 550‬مليون‬ ‫دوالر أمريكي (‪ 2.020‬مليون‬ ‫درهم) في البنية التحتية العامة‬ ‫لتكنولوجيا املعلومات على الصعيد‬ ‫العاملي‪ .‬هذه البنية التحتية واسعة‬ ‫النطاق‪ ،‬وتشمل جميع تطبيقاتنا‬ ‫النقالة (مليزات مثل التسجيل الرقمي‬ ‫وتخصيص الغرف)‪ ،‬وكذلك العديد‬ ‫من املجاالت الرئيسية األخرى مثل‬ ‫مواقعنا على انترنت ومراكز البيانات‬ ‫واملبيعات وإدارة العائدات‪ ،‬ونظم‬ ‫إدارة الفروع والشبكات الداخلية»‪.‬‬ ‫‪26 MARCH/APRIL 2015‬‬


‫جتربة أفضل للنزالء‬ ‫‪ -‬من خالل التقنية‬

‫جيرالدين كالبني‪ ،‬الرئيس الدولي لقسم الرقميات في فنادق هيلتون العاملية‪،‬‬ ‫حتدثت إلينا في مجلتكم عن االبتكارات اجلديدة التي تطرحها هيلتون العاملية‪،‬‬ ‫والتي سوف تأخذ جتربة النزالء إلى مستوى جديد غير مسبوق‪.‬‬

‫ال حديث لصناعة الضيافة حاليا إال‬ ‫عن استخدام التكنولوجيا لتعزيز‬ ‫جتربة النزالء‪ .‬أصحاب الفنادق‬ ‫يفكرون في توفير أكشاك حجز‬ ‫تسمح للنزالء بتسجيل أنفسهم في‬ ‫الفنادق بأنفسهم‪ ،‬مع تزويد طاقم‬ ‫العاملني بلوحيات (تابلت) متكنهم‬ ‫من تسجيل الضيوف أينما كانوا‪،‬‬ ‫في منطقة االستقبال بالفندق‪ .‬قد‬ ‫يكون أو ال يكون لدى مكتب‬ ‫االستقبال التقليدي طوابير‬ ‫انتظار تقف أمامه‪ ،‬ولكن « املستهلكون قادرون‬ ‫الضيوف عادة ما يشعرون‬ ‫بالتعب واإلرهاق والضجر بعد على انتقاء أماكن‬ ‫رحلة سفر طويلة‪،‬‬ ‫ويريدون مقاعدهم على منت‬ ‫تغيير حاجتهم للوقوف‬ ‫االنتهاء‬ ‫واالنتظار ريثما يتم‬ ‫الطائرات‪ ،‬وفي‬ ‫من تسجيل وصولهم للفندق‪.‬‬ ‫وفقا جليرالدين كالبني‪ ،‬املسارح واملالعب‪،‬‬ ‫الرئيس الدولي لقسم‬ ‫ويختارون السيارة‬ ‫الرقميات في فنادق هيلتون‬ ‫العاملية‪« :‬نحن في هيلتون التي يريدون‬ ‫نطور باستمرار عروضنا‬ ‫لتلبية استئجارها‪ ،‬فلماذا ال‬ ‫توقعات نزالئنا البارعني في‬ ‫استخدام التقنية احلديثة‪ ،‬نوفر لهم الشيء‬ ‫الذين يحتاجون لتخطيط‬ ‫تفاصيل رحالت عملهم ذاته هنا؟ »‬ ‫ولترفيههم أثناء تنقلهم‪ .‬في‬ ‫دراسة حديثة أجرتها هيلتون العاملية‪،‬‬ ‫وجدنا أن ‪ %84‬من رجال األعمال‬ ‫املسافرين الذين شملهم االستطالع‬ ‫يريدون القدرة على اختيار الغرفة‬ ‫اخلاصة بهم التي سينزلون بها‪ ،‬في‬ ‫حني وجدنا أن اثنني من كل ثالثة‬ ‫‪MARCH/APRIL 2015 27‬‬

‫نزالء (‪ )%66‬يريدون مزيدا من‬ ‫التحكم في تفاصيل اختيار غرفة‬ ‫الفندق التي سيقيمون بها «‪.‬‬ ‫على أن السؤال الذي يطرح نفسه‬ ‫وبشدة هو‪ :‬هل ميكن تبسيط جتربة‬ ‫تسجيل النزيل؟ ذلك األمر سيشمل‬ ‫حتما استخدام التكنولوجيا املناسبة‪.‬‬ ‫املستهلكون قادرون على انتقاء‬ ‫أماكن مقاعدهم على منت الطائرات‪،‬‬ ‫وفي املسارح واملالعب‪ ،‬ويختارون‬ ‫السيارة التي يريدون استئجارها‪،‬‬ ‫فلماذا ال نوفر لهم الشيء ذاته هنا؟‬ ‫جتيب جيرالدين كالبني على هذا‬ ‫السؤال قائلة‪« :‬مع بدء تطبيق خدمات‬ ‫التسجيل الرقمية في فنادق هيلتون‬ ‫العاملية‪ ،‬سيتوفر للضيوف اختيارات‬ ‫أكثر وسيطرة أكبر على جتربة إقامتهم‬ ‫في الفنادق أكثر من أي وقت مضى‪.‬‬ ‫هذه التكنولوجيا مطبقة لتعزيز عروضنا‬ ‫املقدمة ألولئك الذين يرغبون في‬ ‫استخدامها‪ ،‬مع التأكيد على استعداد‬ ‫فريق العاملني لدينا على إجراء التسجيل‬ ‫التقليدي ملن يرغب في ذلك من‬ ‫النزالء‪ .‬أنا شخصيا أرى أن التسجيل‬ ‫الرقمي وإمكانية اختيار الغرفة يضع‬ ‫ضيوفنا في مقعد التحكم‪ ،‬ومينحهم‬ ‫خيارات غير مسبوقة خالل كامل‬ ‫إقامتهم‪ .‬لم يحدث من قبل أن متكن‬ ‫النزالء من تسجيل وصولهم‪ ،‬واختيار‬ ‫غرفهم من خالل رسم توضيحي لتوزيع‬ ‫الغرف‪ ،‬وتخصيص اخلدمات املتوفرة‬ ‫في غرفهم‪ .‬نحن حقا نشهد ثورة‬ ‫تقنية في هذه الصناعة‪ ،‬وهذه ليست‬ ‫سوى غيض من فيض لقسم الرقميات‬

‫في هيلتون العاملية‪ ،‬خاصة وأن تطبيق‬ ‫خدمات مفاتيح الغرف النقالة في‬ ‫الشرق األوسط وأفريقيا سيبدأ في عام‬ ‫‪.»2016‬‬ ‫منذ مطلع عام ‪ 2015‬وهيلتون‬ ‫العاملية تنفذ مشروعها التجريبي‪:‬‬ ‫مفاتيح الغرف النقالة‪ ،‬مما سيتيح‬ ‫للضيوف املزيد من اخليارات‬ ‫والتحكم‪ .‬في نهاية عام ‪،2015‬‬ ‫سيتمكن النزالء في الواليات املتحدة‬ ‫من التسجيل بشكل آمن واختيار‬ ‫غرفهم قبل يوم من موعد وصولهم‪،‬‬


future Preparing for the Top Hotel talks to Anouk Tenten, Senior Manager – Global Admissions & Market Development, Glion Institute of Higher Education, about what Glion brings to the region and the hospitality industry globally


HOSPITALITY EDUCATION

T

he hospitality industry in the Middle East region is amongst the fastest growing in the world, particularly in the GCC. According to the Alpen Capital GCC Hospitality Industry report, the GCC hospitality industry is expected to grow at an annual rate of 9.5 per cent to US$ 35.9 billion (AED 131.9 billion) by 2018 compared to the US$ 22.8 billion (AED 83.7 billion) in 2013. With the promising growth expected in the industry in the upcoming years, companies will be on the lookout for distinguished talent. Glion Institute of Higher Education is one of the best hospitality management schools in the world, and is an investment for those looking to stand out in the field. Founded in 1962, it has 50 years of experience in educating global hospitality leaders. “Glion is special due to a combination of several factors: its practical and theoretical approach, the international focus of its curricula, and the close ties with the industry that permeates every aspect of our academic programmes,� says Anouk Tenten,

Glion Institute of Higher Education Switzerland

Library Bulle MAY/JUNE 2015 29


Senior Manager - Global Admissions & Market Development, Glion Institute of Higher Education. Glion Institute of Higher Education offers one of the best academic and hands-on curricula (undergraduate, postgraduate and master programmes), coupled with professional internships worldwide (two of six months each). Glion is always looking to the future with programmes and campus innovations. For example, in 2010, the Institute gave hospitality education a new

30 MAY/JUNE 2015

Glion, London

dimension by launching an Online MBA in international hospitality management to allow working professionals to advance their career through education, while still being able to work. The Institute is considered by the industry to be one of the best in the world. According to a recent global survey by UK-based research firm, Taylor Nelson & Sofres, Glion is ranked by industry hiring managers of luxury hotels among the top three hospitality management schools in

the world for an international career (TNS, global research, 2013).“The industry values our students because they are immediately operational in all domains: not only have they developed their business acumen through practice and theory in order to meet the industry’s requirements, but they also understand the jobs of the people they will manage,” explains Tenten. Glion is accredited at university level by the Commission on Institutions of Higher Education


HOSPITALITY EDUCATION

of the New England Association of Schools and Colleges (NEASC) – USA. It is also recognised by the Ministry of Higher Education and Scientific Research (MOHESR) of the UAE, which allows UAE nationals to apply for full scholarships if they are accepted into Glion. Glion Institute of Higher Education is international, and part of the Laureate Hospitality Education network, comprising schools in Switzerland, the UK, Spain, China, Australia and the United States.

Their students are able to explore the world during their internships, as the Laureate Hospitality Education network works with hiring managers worldwide. Equally important is the fact that their students come from over 95 countries, and are looking for an international learning and living experience. Once students have graduated, they join Glion’s alumni network, which has over 10,000 members in over 100 countries. Glion alumni hold various levels of positions in

Glion Institute of Higher Education is international, and part of the Laureate Hospitality Education network, comprising schools in Switzerland, the UK, Spain, China, Australia and the United States.

the hospitality and service industries, and progress quickly in their chosen career. In addition, Glion is quite an extraordinary and secure place to study, set in three beautiful campuses. “At Glion we are always looking to build on our relationships and partnerships in the region. We can develop tailor-made trainings and programmes,” says Tenten of what Glion brings to the region. Due to the large number of hotels present in the region, which is only projected to increase, there will be a lot of competition for talent. According to the 2014 edition of the GCC Chain Hotel Pipeline Survey, there are over 134 hotel chains active in the region this represents a 15 per cent increase from 2013. About 54 per cent of those have confirmed new projects in the pipeline in the GCC, which means, according to the report, that the hotel pipeline will break the 100,000 unit pipeline for the first time. This highlights the pressure for companies to recruit, and also be able to retain talent, and this is an issue the industry is facing globally.“We can expect to see hotel managers put greater emphasis on talent retention strategies to address high employee turnover rates that can affect quality of service and customer relationships, if they want to stay ahead of the game. We can expect to see human resources managers become increasingly innovative and imaginative in their recruiting efforts, so that job seekers will want to build their career within one specific hotel brand,” predicts Tenten.

Academic centre, Bulle

MAY/JUNE 2015 31


HOSPITALITY EDUCATION

predicted to expand consistently over the next decade, with a significant impact on the economy.

Glion, HDA

An important and traditional deterrent for growth in the Middle East though is a somewhat generalised perception that hospitality is more a vocational than a professional choice.“We need to change this perception, since our programmes lead to nothing less than a Bachelor’s Degree in Business Administration, but tailored to the needs of the hospitality industry and tertiary sector. As more and more members of the general public realise this, and this is a positive trend, and the industry maintains the growth it is expected to generate, we will see the numbers of hospitality graduates grow,” he says. Major airport expansions, such as the Al Maktoum International, 32 MAY/JUNE 2015

Glion is always looking to the future with programmes and campus innovations.

and events such as Dubai 2020 and Qatar 2022 are creating huge demand for hotel rooms in the region. The UAE is expected to welcome over 25 million visitors for the EXPO 2020, and according to STR Global, a total of 140,000+ rooms will be required to accommodate the influx of visitors. Such events and expansions are affecting the job market positively. The hospitality sector is one of the main drivers of the job market in the region. In the UAE alone, the aviation and hospitality industries have created 1.2 million jobs, according to Oxford Economics. The hospitality industry is expanding on a global scale. According to the World Travel & Tourism Council (WTTC) 2013 Economic Impact report, the international hotel industry is

Some points to consider: 8.7 per cent of jobs globally are currently in the tourism and travel sector Jobs in this sector will reach over 337 million by 2023 Tourism and travel are expected to grow by 4.4 per cent annually (2013 – 2023) So there is no better time than now to opt for a career in the hospitality industry.“Our online programmes, especially the online MBA programme, are very popular with hospitality professionals based in the GCC. Over the past 10 years, we have seen an increasing growth in the demand for our programmes across the region,” says Tenten. Glion launched their residencies as part of their Executive Certificate and online MBA programmes last year in London, and are being offered from this March and April in Dubai. They are expecting very positive feedback, as since the launch of their online MBA in 2010, it has shown huge success with mid-to-high level professionals in the region, with 11


HOSPITALITY EDUCATION

Glion London

per cent of professionals enrolled in the programme residing in the Middle East. The Glion Executive Certificate programmes have been developed to help mid-level professionals expand their knowledge and earn qualifications without having to interrupt their careers. Offering flexibility in knowledge and delivery, the programme focuses on hospitality business management with specialisations in Leadership, Finance and Marketing, and can be undertaken 100 per cent online. Each module is delivered over a period of eight weeks, for a total duration of 24 weeks, to earn the Executive Certificate. Alternatively, students can attend face-to-face intensive residencies that are taking place over eight days at Emirates Academy of Hospitality Management, followed by four weeks online to complete particular modules. This allows students to earn their degrees faster.

Students are also able to transfer the credits from the Executive Certificate into the online MBA Programme if they later choose to earn the full degree. The Online MBA offered by Glion is the world’s first 100 per cent online accredited MBA with a focus on Hospitality Management. The Dubai residences will take place at the Emirates Academy of Hospitality Management.“The region is very important for Glion as the hospitality industry here is expanding rapidly. Almost all of the world’s top chains are present or will be present

An important and traditional deterrent for growth in the Middle East though is a somewhat generalised perception that hospitality is more a vocational than a professional choice.

Glion London

in the region. A large number of our alumni are also working in the GCC. About 10 per cent of our students come from the Middle East. Over the past 10 years, we have seen an increasing growth in the demand for our programmes across the region. Hence, it is imperative that we reach out to more students from the region. More and more students in the Middle East are now drawn to a career that is international, exciting and that will allow them to work all over the world,” says Tenten. Hospitality is a changing and dynamic industry that continues to evolve due to economic, technological and operational factors. Glion is continually in contact with hospitality industry professionals and adapts its curricula to their talent requirements on an international level. Their board of directors is largely composed of industry professionals who meet regularly, and discuss their needs and the trends in the market. Their programme offerings are constantly being adapted to meet those needs; they even encourage their professors to keep a toe in the field so that they are always up to date. Tenten offers a couple of examples of recent new curricula developments, which were a result of this this close relationship with the industry: To respond to the needs of the industry in having more people experienced in financial decisionmaking, Glion launched a new Master of Science in International Hospitality Finance in January 2014. The oneyear programme offers six months on campus and another six months of online courses. Students will be able to further develop and hone their skills in financial decision-making and in finding innovative solutions to complex financial challenges, which are relevant to the hospitality industry. This flexible programme will suit students who are currently working, or who do not want to be out of professional life for a full year. The Glion 100 per cent online MBA programme offers professionals an opportunity to hone their skills while remaining in the work force.

MAY/JUNE 2015 33


CĂŠad mile fĂĄilte


DESTINATION REPORT

The headline is Gaelic for a hundred thousand welcomes. And Ireland is making significant efforts and investments in its tourism industry to say exactly that to all prospective tourists to the island

T

ourism is Ireland’s largest indigenous industry; responsible for in excess of four per cent of GNP and employing approximately 200,000 people. In 2014, Ireland welcomed an estimated 8.6 million overseas visitors, delivering revenue of about €4.26 billion (AED 17 billion). Overseas tourism business accounts for 59 per cent of all tourism revenue. The GCC is an important emerging travel market, and one that Tourism Ireland is committed to growing over the coming year. Tourism Ireland estimates that approximately 50,000 visitors from the GCC came to the island of Ireland in 2013, representing a significant growth of eight per cent from the previous year. There is every indication of continuing this success into 2015. As per the Central Statistics Office (CSO) figures for 2014 announced that arrivals to Dublin from Asia and the Middle East markets grew by almost nine per cent, with an increase of 13 per cent or 38,000 more visitors, when compared with 2013. In order to explore the full potential of this market, Tourism Ireland has a regional Developing Markets hub office in Dubai, where it has been based for the last five years. The Dubai hub serves high-potential markets, including the UAE and GCC, India, China and South Africa. The Gulf region remains a key part of Tourism Ireland’s marketing plans for 2015, MAY/JUNE 2015 37


following continued, year on year increases in the number of visitors from the region. Some of the key themes and attractions that are central to Tourism Ireland’s marketing plans in 2015 include the launch of new attractions such as the Gobbin’s Cliff Path, located on Northern Ireland’s stunning Causeway Coastal Route, and the year-long campaign, Year of Irish Design. The island of Ireland is rich in stunning natural scenery that offers one-of-a-kind, breathtaking experiences. In 2014, they launched the Wild Atlantic Way, which links up Ireland’s authentic West Coast, 38 MAY/JUNE 2015

leading to the world famous Cliffs of Moher, to become the world’s longest touring coastal route. This year will see them build on this awareness and attract even more visitors to this untouched part of Ireland. This year, Ireland continues to offer some of the best in events and festivals. Belfast Restaurant Week returns, showcasing the best of Northern Irish food – a core theme that is being promoted in this region this year. Other showpiece events return in 2015, which resonate with this region, including the Dublin Arabic Film Festival (dates to be announced), the Irish Open (May 28 – 31) and the Dubai Duty Free Irish Derby (June


DESTINATION REPORT

The island of Ireland is rich in stunning natural scenery that offers one-of-akind, breathtaking experiences and tourism is Ireland’s largest indigenous industry; responsible for in excess of four per cent of GNP and employing approximately 200,000 people 26 – 28) – each offering compelling reasons to visit the island this year. Access to the island of Ireland is key. There are currently two airlines operating direct flights from the UAE to Ireland. Etihad Airways operate double daily direct flights from Abu Dhabi to Dublin with a capacity of over 4,400 seats per week. Emirates Airlines operate double daily direct flights from Dubai to Dublin with a capacity of over 5,000 seats per week. There are also many indirect flights available from the UAE, including KLM, Air France, British Airways, Virgin Atlantic, Qatar Airways, Turkish Airlines and Lufthansa, which have connecting flights from the UAE through European hubs.

KLM is launching direct flights from Amsterdam to Belfast from May 2015. So where does the hospitality industry in Ireland stand? Room occupancy in 2013 was 61 per cent, with the break up by category as below: Category Premises 5* 35 4* 278 3* 348 2* 122 1* 28 811

Rooms 3,969 26,016 23,919 2,467 365 56,736

Beds 8,201 59,073 57,327 5,430 844 130,875

The CSO’s official count of direct employment in ‘accommodation and food service activities’ – a category that includes hotels, restaurants,

bars, canteens and catering – was 137,700 in 2013 (7.2 per cent of total employment). This estimate of employment is based on the CSO Household Survey and the jobs identified are defined as ‘the respondent’s main job’, and include both full-time and part-time. Drawing on an alternative approach, an estimate of all jobs in the tourism and hospitality industry, based on past Fáilte Ireland (National Tourism Development Authority) surveys of businesses (full-time, part-time, seasonal/casual, and not confined to ‘main’ job) indicates total employment in the sector at approximately 200,000. This estimate includes an additional category of tourism services and attractions, which is not covered by the CSO. To put things into perspective, every €1 million (around AED 4 million) of tourist expenditure helps to support 34 tourism jobs. Every 55 international tourists help support one tourism job. An additional 1,000 tourists support 18 jobs in the tourism industry. Tourism Ireland aims to welcome 7.74 million overseas visitors to Ireland in 2015 – surpassing their previous record year of 2007. This figure will represent growth of plus six per cent over 2014, and deliver almost €4 billion (AED 15.8 billion) to the Irish economy (plus seven per cent) this year. In the longer term, the aim is to welcome about 10 million visitors to Ireland in 2025, contributing €5 billion (AED 19.8 billion) to the economy, and helping to sustain about 250,000 jobs. Fáilte Ireland provides tourism businesses in Ireland with access to a range of business supports, training courses, marketing and enterprise development tools to help them reach their full potential. There is a major focus on training tourism businesses to develop a strong online presence – to capitalise on the increasingly central role of the internet in travel and holiday planning. Sector-specific advice is also provided, for example, in the areas of food, adventure or business tourism. Tourism businesses are also encouraged to get ‘quality assured’ with Fáilte Ireland’s National Quality Assurance Framework, in order to ensure that their standards of service meet the required quality standards and consumer expectations. MAY/JUNE 2015 39


Forecasting EXPOnential growth With about 87 new upscale hotel development projects - roughly more than 27,000 rooms in the pipeline – Dubai will be doubling its hotel capacity by 2020, says www.tophotelprojects.com

D

ubai already boasts of 428 hotels with 64,800 rooms. After winning the bid for World Expo 2020, Dubai has 87 new hotels, with more than 27,000 rooms, in the pipeline. There is also a planned expansion in the hotel apartments segment (currently 208 facilities with 23,800 units). These plans are indicative of the expected demand, where 25 million visitors are expected to attend the World Expo (October 20, 2020 to April 10, 2021), of which 70 per cent will come from abroad. Without taking that year into consideration, Dubai is expecting an increase of visitors up to 20 million per

38 MAY/JUNE 2015

year until 2020. The Expo will increase the influx and provide additional investment. Since the ground breaking ceremony at the Burj Al Arab Hotel, the desert emirate has become a big player on the international tourism market, and it has only added attractions since then, from the tallest tower in the world, the Dubai Mall featuring an aquarium over three floors, an indoor ski slope, and numerous fairs, to name a few. In the first half of 2014, the hotels and hotel apartments housed over 5.8 million visitors. In 2013, 11 million visitors were counted. The political crises in the Middle East/North Africa (MENA) region have led to Dubai being favoured as an

alternative tourist destination. Currently, tourism has slackened from the oilexporting countries and Russia, so the figures for the second half of 2014 might be different. The World Expo 2020 coming to Dubai has considerably brightened the investment climate. According to official estimates, Dubai’s government will implement projects worth eight to nine billion US dollars. The final master plan for the 4.38 sq kms of exhibition grounds will be completed this year, and presented to the Bureau International des Expositions (BIE) for approval. In 2015, among others, the tender for the USD 1.3 billion (AED 4.8


TOP HOTEL PROJECTS

property developer Emaar Properties, has unveiled a project, which provides, among others, the construction of a residential community with affiliated golf club, several hotels, a high-end shopping mall, leisure facilities and a business centre for the promotion of young entrepreneurs.

About Tophotelprojects Tophotelprojects.com is the leading data provider for hotel projects data worldwide. The database contains more than 5,000 hotel construction projects, with detail information and contact data for the supplying industry. The multi-lingual team of Tophotelprojects gathers project data and detailed information from around the globe directly from developers, hotel operators, architects and interior designers. Learn more: www. tophotelprojects.com

Top 10 of the largest hotel constructions in Dubai

Oyster Resort – 1,748 rooms – Project delayed Bespoke Hotel – 1,400 – Spring 2018 Paramount Hotels – 1,250 – Early 2018 The Royal Atlantis – 1,050 – Spring 2017 The Address Residence Sky View – 712 – Early 2016 Tryp by Wyndham – 672 – Early 2017 Sky Central Hotel – 672 – Autumn 2016 Wyndham Marina – 497 – Early 2016 Rotana Al Barsha – 528 – Early 2018 Lapita Hotel – 503 – Late summer 2016

the Projects in n o ti c u tr s Hotel Con st s a E 7,719 room le d id M 136 with 4 Emirates – b United Ara rooms with 5,100 4 2 – an Om rooms 0 0 ,6 0 s with 1 2,400 room Qatar – 40 2 – 88 with ia b ra A i s d m Sau 0 roo 3 with 3,10 Jordan – 1

Projects in Dubai, UAE (selection)

billion) extension of the Metro Red Line was opened. The tender for the infrastructure of the exhibition grounds - estimated at USD 500 million (AED 1,837 million) – should also take place in 2015. Other major projects are also planned in the surroundings of the Expo site (Expo Village, Vertex Five Towers, Legacy Park, etc). The Expo site and the adjacent new airport - Dubai World Central - will be part of an urban development zone with residential areas, amusement parks, hotels, shopping centres, and service providers (logistics, etc) and industrial plants. A wave of project announcements is expected. For example, the state-controlled

Name of hotel

status of project

number of rooms

country

city

Novotel Al Ain Aloft Al Ain

On Hold

231

UAE

Al Ain

In Progress

172

UAE

Al Ain

Millennium Bab Al Qasr The Royal Atlantis Resort and Residences

In Progress

677

UAE

Abu Dhabi

In Progress

1050

UAE

Dubai

Radisson Blu Hotel Ajman

In Progress

100

UAE

Ajman City

Jumeirah Al Khor

On Hold

439

UAE

Dubai

Al Ain Ahlia Dubai Hotel & Serviced Apartments

In Progress

190

UAE

Dubai

JAFZA Convention Centre Complex Hotel

On Hold

322

UAE

Dubai

The Residences at Mandarin Oriental Abu Dhabi

On Hold

245

UAE

Abu Dhabi

Four Seasons Abu Dhabi - Al Maryah Island

In Progress

315

UAE

Abu Dhabi

Anantara Dubai Creek Hotel

In Progress

290

UAE

Dubai

Hilton Garden Inn Dubai Al Jadaf

In Progress

336

UAE

Dubai

MJ4

In Progress

435

UAE

Dubai

Crowne Plaza Resort Ras Al Khaimah

On Hold

442

UAE

Ras Al Khaimah

Taj Arabia

In Progress

400

UAE

Dubai

Gulf Hotel Dubai

In Progress

230

UAE

Dubai

Paramount Hotel Jumeirah Waterfront

In Progress

215

UAE

Dubai

The Westin Dubai, Sheikh Zayed Road

In Progress

200

UAE

Dubai

Technology-Themed Hotel

In Progress

200

UAE

Dubai

Marriott Hotel Abu Dhabi

In Progress

315

UAE

Abu Dhabi

Rosewood Dubai

In Progress

250

UAE

Dubai

element Hotel Abu Dhabi

On Hold

270

UAE

Abu Dhabi

Mövenpick Hotel Yas Island

On Hold

500

UAE

Sir Bani Yas Island

Fairmont Fujairah

In Progress

194

UAE

Fujairah

Centro Jebel Ali International Airport

In Progress

500

UAE

Jebel Ali

Bellagio Hotel Dubai Pearl

In Progress

200

UAE

Dubai

Skylofts Dubai Pearl

In Progress

20

UAE

Dubai

Staybridge Suites Abu Dhabi Rawdhat

In Progress

112

UAE

Abu Dhabi

Marina Bloom Hotel

In Progress

257

UAE

Abu Dhabi MAY/JUNE 2015 39


Your staff. Your hotel.

Your software, made in Germany iPad

9:45 AM

100%

protel hotelsoftware brings it all together.

Twenty years of global experience has helped perfect the tools you need for success. Find out how we can help you today. www.protel.net dubai-office@protel.net T: +971 4 453430 0

for people like you


GM INTERVIEW

Life happens here Pascal Dupuis, General Manager, The Address Dubai Marina, speaks passionately about what makes his hotel unique, the work that goes on behind the scenes to ensure a smooth and worry-free stay for their guests

T

he Address Dubai Marina brings the ‘Where life happens’ philosophy of The Address Hotels + Resorts, where the focus is on exceptional services and a great lifestyle choice in a central destination. Their emphasis on assuring tangible guest benefits gives them a niche position within the hospitality sector. “We keep up with the constantly changing trends by continuously introducing innovative concepts across the hotel. These are backed by quality service that adds value to our guests. Whether we launch a new dinner concept at Mazina, one of the most popular restaurants in Dubai, or add state-of-the-art fitness equipment to the fitness centre, we aim to provide impeccable experiences throughout,” says Pascal Dupuis, General Manager, The Address Dubai Marina. The newly refurbished Fitness Centre is the first of its kind in Dubai that offers equipment by world class brands, including Cardio Line, strength line equipment, and the latest Kinesis Stations Equipment that ensure a highend fitness experience like no other in the city. They aim to deliver exceptional value to the guests in an effort to create memorable experiences at their ‘home away from home’. In order to do this, the hotel understands the needs of the guest, be MAY/JUNE 2015 41


GM INTERVIEW

it leisure or business. “Offering tangible guest benefits is our priority, and this means creating bespoke experiences that meet the needs of our guests. Our central location in Dubai Marina makes our property a first choice for leisure guests, but we also have significant business guests,” explains Dupuis. The key to this is to be unique across every aspect of the hotel’s operation in order to compete with the tough hospitality market. Dupuis and his team go above and beyond to offer a personal touch. They understand that the importance of digital technology for modern travellers – be it leisure or business – and they deliver innovative tech choices accordingly. They are currently in the process of offering a personalised iPad service, which will place a variety of options in a finger tap – from controlling the light in the room to accessing entertainment services, and accessing hotel amenities to planning a tour of the city. They are also introducing advanced technologies that will further scale up their conferencing facilities. “The contribution of F&B to our total revenue is strong. In addition to year-round culinary promotions across our restaurants, we particularly focus on special occasions to provide memorable experiences for our guests with festive offerings that appeal to all members of the family and all guest profiles. We also try to personalise our F&B offerings to cater to every audience. At the end of the day, our goal is to construct memorable experiences that you won’t find anywhere else,”says Dupuis. One life event that demands an exceptional experience is weddings. The hotel goes the extra mile to ensure couples can host their dream wedding at The Address Dubai Marina, covering all touch points.“Our Constellation Ballroom is a preferred venue for weddings, and is spacious enough to accommodate a large number of guests effortlessly. Extending to a large foyer, to a terrace overlooking the iconic Dubai cityscape, it is a uniquely welcoming venue,”smiles Dupuis.

The Address Dubai Marina is planned and designed for full occupancy to ensure that we offer the highest level of service to guests even in full capacity

42 MAY/JUNE 2015

Pascal Dupuis

The dazzling poolside also provides its own panoramic vista looking out onto Dubai Marina, as yachts cruise against the backdrop of glittering lights bringing a sense of tranquillity. The unparalleled location of the hotel is matched only by their service, which is impeccable in every way, from the moment the guests start planning the wedding, right through to the wedding day. Resource use optimisation is part of the hotel’s development strategy, and it


GM INTERVIEW

is important that wastage – be it power, water or food – is minimised. This does not interfere in any way with the guest experience.“The Address Hotels + Resorts have an average occupancy of 85 per cent, and we have recorded steady and impressive occupancy levels since our inception. The Address Dubai Marina is planned and designed for full occupancy to ensure that we offer the highest level of service to guests even in full capacity,”he says. This kind of claim cannot be made

without a strong team in place, and Dubuis has full confidence in his. “If I had to describe my team in one word, it would be ‘exemplary’. Our team is our strength, and we focus on nurturing their skills, and develop their professional skills. From day one of joining us, every team member is aware of his or her responsibilities. All of them are trained to ensure that we provide the highest level of personalised service. With a dedicated and committed team, we

offer seamless service to our guests,” he assures. For Dubuis, his strategy is clear, and supported further by The Address Hotels + Resorts as they promote the property to guests in feeder markets across the world which include the Middle East, Europe, South Asia, India and China. Apart from focused stakeholder outreach, they also participate in international travel and tourism exhibitions that help to strengthen the brand’s visibility. MAY/JUNE 2015 43


CHEF INTERVIEW

Combining flavours of the Michelin-starred Australian celebrity chef Greg Malouf faced his fair share of challenges when opening Cle Dubai, but is envisioning great success for his eclectic restaurant

B

orn in Australia, Chef Greg Malouf has always had a passion for food. Even more so because growing up he lived with three generations of his family under one roof … his grandmother, aunts always had something amazing on the table and lots of it, too!“It was a passion for me, which naturally led to my interest in doing this as a career,” he smiles. That was the beginning of a career that has led to a Michelin star, and his latest venture in Dubai, Cle. And speaking of Dubai he says,“Ever since I was a kid, I wanted to come to this region. As a teenager, I knew I wanted to study and fully understand MAY/JUNE 2015 45


CHEF INTERVIEW

Western cuisine, and then start looking at my own culture,” he adds. Chef Greg studied in Australia at William Angliss Institute in Melbourne, training in international cuisine in Australia, Italy, France, Belgium, Hong Kong and England, before he came to Dubai. However opening and operating a restaurant in Dubai has proved to be quite a challenge on a lot of fronts.“You have to have your wits about you,” he says and always have a contingency plan, and keep in mind the expenses that come with maintenance, furniture, staff, etc. “Dubai is not the easiest city to negotiate leases. The authorities, infrastructure, building, the utilities, the workmen, the workmanship - there’s just so many nuances. In normal circumstances, one thinks things will get done in a certain way, but here it’s kind of stop-start all the time. You order something, it’s not delivered – everything is

46 MAY/JUNE 2015

coming tomorrow,” he says of his experience in opening Cle. “I was actually in London when I was approached for Cle. When I came on board, the restaurant was mostly planned in terms of design, except the kitchen, which was still blank,”says Chef Greg. Cle Dubai opened only about six months ago, and, like any other business venture, it will take time to turn profitable. Says Chef Greg,“There is a huge investment in projects like this, and there has to be a re-investment to sustain it for a while before it starts showing revenue.” This is the time, of course, where small and big issues are getting sorted.

Some of the challenges Chef Greg faces include getting produce in on time, which is one of his biggest concerns. Another is attracting the elusive lunch crowd.“We have a lot of offices around here, and not a lot of people know that we are open for lunch. At night, this becomes a destination of sorts being one of the couple of prominent restaurants in the area. Also, since the restaurant is so huge that when people walk in they seem to be the only ones in as it always seems empty to them. We started out with a bang, but we’ve settled in now, and have a better understanding of the customer base, so we are working on from here,” he admits. Talking of customers, Chef Greg believes it extends to just about everyone who lives here, and tourists who come in as well. Working on the kitchen design and production, Chef Greg expresses disappointment. “I actually don’t have any good things to say about the workmanship here as I found it appalling. The kitchen floors, for example, had to be replaced three months into operation – that’s just bad workmanship. The finishing on the stainless steel was not good, and everyone just kept pointing fingers at each other. It drove me nuts!” he states. Chef Greg has built kitchens all over the world, and, given the space, was looking forward to creating a beautiful place for good food. “When I walked in, the kitchen space was like a blank canvas that suited the restaurant and the style of food perfectly. The design was great but the execution left a lot to be desired. There is a lot of talk about attracting


CHEF INTERVIEW


CHEF INTERVIEW

international talent but there should be the standards to live up to their expectations,” he says bitterly. In terms of supply, Chef Greg found that most companies claim to have a showroom, but instead operate out of a small office with catalogues of products.“You have to order from a catalogue, and then it takes months to arrive. But then, when you import stock, there are delays in supply, and sometimes, you don’t get the product you ordered. This does not make sense to me because there are enough hotels here for suppliers to have proper showrooms, but I suppose the management simply does not want to make an investment,”he says. Having his 1,000 sq ft kitchen operational, with a capacity good enough to cater for the volumes, has made Chef Greg happy.“I like to have windows so one can actually see what’s happening, and we have enough space to create a variety of dishes here,” he smiles. Those dishes, of course, don’t make themselves, and one needs to have the right staff.“I interviewed everyone individually. Most of my cooks came from overseas, but there are a few sourced locally. I brought three Australians with me, and about 80 per cent of the rest are from the Middle East, Eastern Europe and the Asian subcontinent,” he explains. Chef Greg is a hard man to please when it comes to the food quality and standard as he likes to have his team contributing at all times.“I need to be challenged, and I ought to challenge them,” he smiles, adding,“I have a Lebanese background, and we have some Middle Eastern chefs who do things differently. So we play around in the kitchen, challenging each other in a nice way, and it’s really interesting as we all take a lot away from that interaction.”

48 MAY/JUNE 2015


CHEF INTERVIEW

What is your favourite ingredient to cook with? Eggplants. Your favourite spice? Allspice / pimiento. What is your comfort food? I like to have arus labneh with olive oil and tomatoes inside Arabic bread at the end of a long day. I make the labneh myself. Best food you ever ate? Kibbeh – all types of kibbeh. Favourite dish to make? Salmon tartare. Who, in your opinion, is a very good cook? My sister-in-law, my brother’s wife. Does she know you think she’s a good cook? No (laughing). What’s your typical day like in your kitchen? My day in the kitchen starts around 11.00 am, and there’s various things I do, be it focussing on something related to the kitchen design, the menu, a maintenance matter – I’m like a counsellor. My day ends anywhere between 10.30 pm and 1.00 am. MAY/JUNE 2015 49


Citrus Verbena Formulated with purifying lemon essential oil and natural grapefruit extract, Citrus Verbena line is a range both fruity and refreshing which can be used in every season. Sharp scents and enriched formulas for moisturized and shiny skin and hair. For inquiries : Myriam Redouane l 048128300 l 055 710 4252 Myriam.Redouane@mailmac.net l http://www.chalhoubgroup.com


Dermalogica launches Powerbright TRx

What is hyperpigmentation?

Natura Bisse’s Beauty Lovers Day


Skin a’peel’

Dermalogica’s recently launched professional peel treatment is a tailor-made experience based on the individual’s skin tolerance levels. What you get after the treatment is radiant, fresh, smooth, younger-looking skin with zero downtime Dermalogica’s Biosurface Peel Walking into to get a Biosurface peel at Dermalogica’s office was a first, but this also wasn’t your regular spa treatment review. The experience just highlights how wellthought out this treatment programme is, because in order to administer the right treatment, having the correct information about the customer is paramount. I filled out a detailed form about my health and lifestyle habits while my therapist for the day Elizabeth Dunnette, Dermalogica Educator, (I was in the best 52 MAY/JUNE 2015

hands) checked behind my ears for a reaction. There was none. Before we began, Elizabeth explained the procedure step by step, it starts with a cleansing of the face followed by a wipe with a solution containing salicylic acid to remove any traces of oil and prepare the skin to better absorb the following treatment. This fel ever so slightly as a tingling sensation. This was followed by a five step peel application. This is done step by step with a gap of a number of minutes in between each step. Now, once the first layer of the peel is

applied, Elizabeth told me that she would keep asking me the level of discomfort on a scale of one to 10 … even if I felt a discomfort level of four, she would stop the treatment because the decelerator also first intensifies before it calms the skin down so waiting for the level of discomfort level of even five or six was not a possibility. So while it was a surprise that my skin was able to manage all the five levels of the peel, Elizabeth said most clients manage to only tolerate about 1-3 levels. And as she had explained at the beginning of the treatment,


SPA REVIEW

this is a tailor-made experience so it’s different depending on the state of each person’s skin. The end result was wonderful and even more so because there is no down time involved. Elizabeth did tell me that there might be a slight peeling that would happen to the ski in the following three days, however nothing happened. This was really lucky, indeed! Dermalogica even has an aftercare treatment to take extra special care of the skin for the following three-four days depending on usage. The kit consists of the Ultracalming Cleanser, Super Sensitive Shield SPF 30, Barrier Repair, Intensive Moisture Balance and Multivitamin Thermafoliant. MAY/JUNE 2015 53


SKIN CONCERN – PIGMENTATION

Understanding hyperpigmentation Hyperpigmentation is a skin condition that causes an uneven skin tone and premature ageing. Lynille Steffenhagen, Director Training and Aesthetics, June Jacobs Spa Collection provides insights

H

yperpigmentation is a condition in which the skin has more than a normal amount of melanin. It’s a long and short term cosmetic problem caused by the sun. Hyperpigmentation literally means over pigmented. Skin that has been repeatedly burned or has not healed from the sun before additional sun exposure is especially vulnerable. If you look at the skin of a 15-yearold, and compare it to that of a 25-year-old, the biggest difference you will notice is in the pigmentation. Hyperpigmentation occurs in many patterns, and is also associated with

hormone fluctuations and pregnancy. Hyperpigmentation can usually be treated. Hyperpigmentation may appear suddenly, especially in women, after years of sun exposure. It may first appear as subtle splotching that you may notice when examining the skin under a magnifying lamp. From this relatively mild splotching, darker, larger splotches may develop. The best treatment for hyper pigmentation is prevention by using an SPF 15 or higher broad spectrum sunscreen on a daily basis.

Causes Age or ‘Liver Spots’: A common form of hyperpigmentation caused by

sun damage and referred to as solar lentigines – they are small, darkened patches common on the hands and face. Melasma: ‘The Mask of Pregnancy’, often called Chloasma, is when light or dark brown or grey patches, ranging from the size of a dime to large areas, appear on the face or chest. These are similar to age spots, but larger areas of dark patches are present. Most often caused by hormonal changes, birth control and pregnancy. Acne: After the condition has cleared, Post Inflammatory Hyperpigmentation is often the result. PIH is the medical term given to discolouration of the skin that


follows an inflammatory wound. It is the skin’s natural response to inflammation. PIH presents itself as a flat area of discolouration on the skin. PIH develops when a wound, rash, pimple, or other stimuli causes skin inflammation, which triggers the skin to produce too much melanin. Injuries to the skin: After a surgery or other skin injuries, the skin is ultra-sensitive while it is healing. Any delicate, healing skin exposed to the sun will change colour in an effort to protect itself. Inherited conditions: For example, freckles are clusters of concentrated melanin, which are most often visible on people with a fair complexion. A freckle is also called an ephelis. Freckles do not have an increased number of melanin producing cells (melanocytes), but instead have cells that overproduce melanin granules, changing the colour of the skin. People prone to freckles generally have less tolerance to the sun, and should avoid excess exposure and always use a broad spectrum SPF. All spots and patches darken with exposure to the sun because melanin absorbs the energy of UV rays in order to protect the skin from overexposure. Tanning is the direct result. All people that are being treated for hyperpigmentation, or those wishing to prevent pigmentation, should wear a broad spectrum sunscreen every day. Even one day of excess sun exposure can undo months of treatment.

Treatment Hyperpigmentation is treated by applying a solution containing a melanin suppressant. These agents stop the chemical reactions occurring in the melanocytes at the basal cell level. Hydroquinone is the best known of these agents, and the only one officially recognised by the FDA. Other effective melanin suppressive ingredients include kojic acid, magnesium ascorbyl phosphate, arbutin, bearberry extract and azelaic acid. Melanin suppressors can only interfere with the chemical MAY/JUNE 2015 55


SKIN CONCERN – PIGMENTATION

management, as well as anaesthetics, is required for these procedures. They involve a relative amount of down time for healing post treatment. The skin will be raw and will crust over as it starts to heal, but the results are long lasting.

Ingredients in skin care products

reaction that causes the production of melanin, but can’t stop the process of pigmentation since the melanocytes are still going to be active, even when the hyperpigmentation has faded. As long as one continues to expose themselves to the sun without a daily broad-spectrum sunscreen, melanin production will continue. Bleaches lighten and fade patches, and slow melanin production. Over the counter products are half the strength of prescription products, and it is recommended that one consults a dermatologist for proper treatment. More severe cases of hyperpigmentation receive prescriptions for creams that contain Tretinoin and Cortisone. These ingredients, however, can irritate a sensitive skin, and take about 3-6 months for a result. Non Ablative Lasers are light based treatments that penetrate the skin without visibly wounding the skin’s surface. In addition to treating pigmentation conditions, these lasers also treat spider veins, hair removal and acne. Ablative Lasers, on the other hand, are harsher, and pain 56 MAY/JUNE 2015

FUN FACTS Clothing has SPF. T-Shirts have 7 SPF. Nylon stockings have a 2 SPF. Thicker fabrics and dyes, and not whites, are better protectors from the sun’s rays. Tanning beds are not just UVA rays, as previously thought but also have five per cent output of UVB rays responsible for burning the skin.

ALPHA-ARBUTIN (PRO) - A highly effective active that blocks melanin synthesis in the epidermis to promote a faster and more effective skin-lightening effect. BEARBERRY EXTRACT Derived from the shrub found in the high mountains of Europe, it has antioxidant properties because it contains flavonoids, and has astringent and antiseptic properties due to the bitter plant polyphenol, Tannin. MAGNESIUM ASCORBYL PHOSPHATE (MAP) - A stable form of Vitamin C used for its antioxidant and skin lightening properties, as well as its ability to stimulate collagen. GIGAWHITE™ - A skin brightening complex derived from the extracts of mallow, peppermint, cowslip, lady’s mantle, speedwell, lemon balm leaf and yarrow extract, which have anti-inflammatory, antioxidant, astringent and antiseptic properties, to help inhibit the production of sun induced and post inflammatory hyperpigmentation. ETIOLINE™ - A botanical complex designed to reduce hyperpigmentation of the skin. MITRACARPE EXTRACT and MULBERRY EXTRACT- Derived from the leaves of the plant native to West Africa, they contain the glycoside arbutin, which acts as an anti-inflammatory, helping to inhibit tyrosinase (the enzyme responsible for melanin) reducing hyperpigmentation. LICORICE ROOT EXTRACT - Derived from the Licorice plant, native to Europe, it has anti-fungal and anti-inflammatory properties, contains the glycoside, glycyrrhizin, to inhibit melanin production in human melanocytes by reducing tyrosinase (enzyme) activity. PINE BARK EXTRACT Derived from the tree found mainly in North America, it contains proanthocyanidins, catechin,

epicatechin and phenolic acids such as ferulic and caffeic, having anti-inflammatory and antioxidant properties, which help in the prevention of ultraviolet (UV)-induced damage of the skin. RETINOL– A natural, fat-soluble form of vitamin A. It encourages skin renewal and promotes collagen production. Helps to improve hyperpigmentation, reduces fine lines, clears congested pores, and smoothens skin texture and tone, creating a more even appearance.

Other skin conditions Albinism – People with albinism have little or no pigment in their eyes, skin, or hair. They have inherited altered genes that do not make the usual amounts of melanin. While most people with albinism are fair in complexion, skin or hair colour is not diagnostic of albinism. People with many types of albinism need to take precautions to avoid damage to the skin caused by the sun such as wearing sunscreen lotions, hats and sun-protective clothing. Vitiligo – This is an autoimmune disorder in which the immune system destroys pigment-making cells called melanocytes. This results in white patches of skin on different parts of the body. Tinea Versicolor - Many refer to this as ‘Sun Fungus’. These white splotches, which usually appear on the chest and back of avid sunbathers, are actually a fungal condition. The fungus interferes with the melanocytes’ ability to make melanin, which causes the white splotches to appear when the body is tanned. Skin damage – Due to burning, this condition is not usually permanent. References: “Skin Care Beyond the Basics” – Mark Lees “The Skin Type Solution” – Leslie Baumann, M.D. American Osteopathic College of Dermatology June Jacobs Spa Collection Training Documentation New Beauty – The ultimate resource for advanced beauty treatments NOAH – National Organization for Albinism and Hypopigmentation


UNWIND

Y A D O T E IB

R C S SUB

MAY/JUNE 2015 ISSUE 07

Essential reading for hotel operators, owners, developers and investors

Emaar forges its path

A chat with Philippe Zuber, COO, Emaar Hospitality Group

Combining global flavours

Celebrity chef Greg Malouf speaks about his restaurant Cle

PLEASE FILL IN ALL FIELDS IN BLOCK CAPITALS Name: Company Name: Position:

A BETTER GUEST

EXPERIENCE

PO Box:

– through technology

City: Country: Telephone:

Top hotel Wellness A dedicated look

Mobile:

at the regional wellness industry

E-mail: TH_CoverMar/Apr2015.indd 1

Annual Aubscription in the UAE (US$ 30.00) Annual Subscription in the GCC (US$ 65.00) Annual Subscription outside GCC (US$ 100.00)

Signature ____________________

Call: +971 4 3978847/3795678 or e-mail to info@signaturemediame.com Date:_______________

P. O. Box 49784, Dubai, UAE, Tel: 04 3978847/3795678 Email: info@signaturemediame.com

4/30/15 11:58


Supple, nourished, We all want smooth, moisturised skin but sometimes long rituals that take hours really make you want to get it over with asap. But Natura Bisse’s oxygenating treatment is 60 minutes to soft, supple, exfoliated and moisturised skin and before you know it you are all that and more

Natura Bisse’s O2 Body Perfection Treatment at The Ritz Carlton Dubai, JBR First of all, The Ritz is one of Dubai’s classic properties with a distinctive luxurious feel to it. Walking inside there’s a charm to it in every corner of the place, be it the perfume oil corner or the glorious flower arrangements at regular intervals all through, it’s simply beautiful. 58 MAY/JUNE 2015

The spa and fitness area is also massive, the unique arches – a signature design of the property’s interiors – lead into many mysterious corridors – the fitness rooms, the spa relaxation area for men and women and then a common relaxation area as well. There is even a secluded little pool with beautiful cabanas for relaxation, very private and serene.

Coming to the treatment, Natura Bisse’s O2 Body Perfection treatment is as the name suggests all about evening out the body’s skin tone, exfoliation and moisture. All the things one needs right before the summer season. The treatment has recently been launched in the country and as I was told by the spa therapist I’m


SPA REVIEW

summer skin

one of the first people to try this treatment out! The treatment begins with an application of a peel - Natura Bisse’s PHA Body Hydra Peel, this is as my therapist mentioned much like the exfoliating peels that the brand has for the face. This has a strong scent and a sticky feel. Once this is applied all over the body, the mask follows, this

is the Natura Bisse Oxygen Perfecting Mask. The feel of this mask is thick and creamy almost like a mousse. This mask has a nourishing and moisturising action and feels very light and almost bubbly on the skin. After the mask is applied all over the body, The cling wrap is fastened and an exquisite head massage follows. This was so relaxing that I was drifting

in and out of light sleep. After the head massage it was time to wash off the mask. Once clean and dry and returned to the therapy bed, the therapist sprayed and applied the Oxygen Perfecting Oil and massaged the entire body. And instantly I had a smooth, soft, supple body all ready for the summer! Duration: 60 minutes. MAY/JUNE 2015 59


SKIN CONCERN – PIGMENTATION

Blocking the sun out Emma Hubson, Education Manager – Australia, Asia and New Zealand, Dermalogica, tells us how their new range of products that target pigmentation – the Powerbright TRx – can help fight the harsh effects of the sun

60 MAY/JUNE 2015

You’ve launched the PowerBright TRx range of three distinctive products. How are these different from the Chroma White range? We had a system for pigmentation before called Chroma White. The new range, PowerBright TRx uses a few of the same ingredients, but is an update on the formula. In fact, you could say it’s a brand new formula that uses some of the ingredients we already had, and some new ones, to create products that are better than what we had before. The range comprises the C-12 pure bright serum, pure light spf50 and pure night. As a company, we are constantly looking for ingredients that are suitable for pigmentation, and now we have a strong arsenal of ingredients such as oligopeptides, niacinamide and zinc glycinate to help control melanin formation and hyperpigmentation and exfoliating agents such as pumpkin enzyme to help smooth skin, enhance skin tone and eliminate dark spots. At Dermalogica, we do not simply follow trends. If something new comes


SKIN CONCERN – PIGMENTATION

into the market, such as an ingredient that comes backed with great results, and we think we can do something better using that, then that’s what we do. We launched this product six months ago in the US, and we are now rolling it out in the rest of the world. In this product, we have kept some of the ingredients similar to our previous product to enable the customer to have something to relate to such as the C-12. Hopefully, the customer will notice that with this update, they are getting quicker and more effective results. Tell us more about the ingredients here. One of the things that we’ve really looked at in our last product range is the change in the percentages of ingredients. Using the same formula is challenging because certain things don’t mix together, and you need to take concentration levels of ingredients into consideration. So what we have done is use new ingredients, new peptides, new antiinflammatory and new exfoliating ingredients. Instead of having one product with everything in it, we have three products, where each one individually has much higher stronger concentrations and a powerful formula. So with these three products, each of which has a much more powerful concentration of ingredients, used as a combination, you will get high percentages of active ingredients than with just one. How is the end result different from Chroma White? People from different parts of the world have different skin concerns. For example, here one of the main concerns is pigmentation or hyperpigmentation. In Australia, our number one concern is ageing and premature ageing, both of which lead to uneven skin tone. The reasons for these range from climate to genetic disposition. When we are addressing different markets, it works for us to have different products to cater to different needs. Our products can now individually address skin issues like pigmentation or acne with an arsenal of ingredients. The products can be

used at home, alongside professional treatments. You can’t fix pigmentation with just topical products because it’s going to take longer, and you won’t probably get good results quite as quickly. But a combination of professional treatments, with a daily dose of these, will work together to give quicker results. Of course, don’t forget to use sunscreen. How long would it take for someone with a pigmentation problem to see good results? It’s difficult to say. You’re going to start seeing results in at least three months of continuous use of professional and at home products. You might see some effects before that, but it depends on a variety of factors – how high is the pigmentation, how long you had it, the cause of the pigmentation, etc. So it’s not the same for everyone, and the results will also vary from person to person. To be realistic, the threemonth period should be able to give you a before and after. What is the recommended timeline to use the products to get the best results? For home care, pigmentation products can be used for about a year when treating pigmentation in very hot climates. In Dubai, my recommendation is try to use the products during the winter months when the UV light is not as intense, because then you have a greater chance for it to work. Get yourself a professional treatment, and then use the homecare all through the year for maintenance. Winter is the optimum time to do intensive treatments. How serious is the pigmentation problem in this region? Without a shadow of doubt, it is the number one concern in this region, and in Asia as well. Why do you think it took people so long to wake up to this issue? To begin with, the media has a lot to do with it. Everyone in magazines has amazingly flawless skin, therefore, because we are most susceptible to being influenced by Hollywood stars in magazines with beautiful skin, we make this our goal.

For home care, pigmentation products can be used for about a year when treating pigmentation in very hot climates.

Second, in this generation, people want to take care of their skin more. We are in the process where people want to look good from birth to grave, and we want our skin to be the best that we can be. Skin discolouration is not attractive - dark patches make you look aged, and rather than having to cover it up all the time, we prefer to treat it. Many years ago, hydroquinone was being used to treat it, but it has now been banned in a lot of countries. At that time, people didn’t even have access to the technology and professional treatments we have available today. Today we have access to the science that gives tangible results, we have ingredients that can target pigment cells in the skin, and they do work. We have better carrier systems which have led to ingredients being more effective. So this leads to better products, better treatments, and better awareness. Do you have a target age group for your products? In your early 20s, you can have pigmentation from acne. Pigmentation often rears its ugly head in your 30s, but, that being said, a lot of people are suffering from pigmentation at a much younger age because of stress and pressure. If you have young children, you will see melasma pigmentation from raging hormones. Pigmentation comes and goes in different stages of life, usually starting from your 30s, getting worse in your 40s and 50s. Can these products treat pregnancy melasma? Trying to treat melasma during pregnancy or lactation is a little bit like walking on an escalator, on the wrong side. The only thing it will achieve is slowing the process. The products can be used to suppress it so it doesn’t become more severe - treating melasma while pregnant and during lactation is not going to happen - you have to just manage it. The good news is that as your body’s hormones begin to balance out again, the pigmentation starts to go away. But you have to be careful with the sun as melasma is worsened by the Sun. Pigmentation in general always gets worse by sun exposure, so sunscreen is essential at all times. MAY/JUNE 2015 61


at its best

The products we have featured here are all oneof-a-kind, the ones you use and never really forget about, the ones you keep going back to, the ones you can’t stop talking about, the ones you don’t want to share, the ones you can’t wait to use again DERMALOGICA AGE REVERSAL EYE CREAM AED 309: As all Dermalogica products, the minute you use a new one you are hooked. Same goes for this little miracle worker. Say goodbye to fine lines around the eyes as well as under eye puffiness and dark circles.

MURAD AGE BALANCING NIGHT CREAM AED 375: This cream is a godsend for dry to combination skins. It’s heavy in texture, however it manages to hydrate the skin in the right way. Smells wonderful and you only need a little at a time. ELEMIS PRO COLLAGEN CLEANSING BALM AED 325: This is a spa experience at home. I won’t recommend using this to remove make-up, rather once your make-up is removed use this to gently cleanse the face and leave on for 10 mins as a deep cleansing and moisture boosting mask.

BLISS THE YOUTH AS WE KNOW IT ANTI AGING NIGHT CREAM AED 364: Does what it says. It might appear thick in the jar, however glides on smooth and disappears into the skin instantly. After two weeks, visibly reduced fine lines, plumped skin … oh and the smell is divine! 62 MAY/JUNE 2015

[COMFORT ZONE] EYE SUPREME EXTRA CREAM ANTI AGEING 371: This is AED 371 a powerful antiageing products with hyaluronic acid. For mature skin, the results are very commendable after continued use. Within two weeks, there was a visible reduction in lines and an overall tighter and brighter appearance of the eye area.

DDG AGE ERASE MOISTURE AED 246: An extremely effective moisturiser, it completely absorbs into the skin and a little goes a long way. Skin is noticeably brighter, firmer, softer. Just what your skin needs at the end of a long day.


PRODUCTS SHOWCASE

DAVINES SEA SALT SPRAY AED 80: It’s exciting each time you use a Davines product, because it manages to glamorise the look of your hair instantly. This sea salt spray can be used on wet hair for more body and on dry hair to add volume while keeping the hair mat. BLISS THAT’S INCREDI’PEEL’ PADS AED 226: These exfoliating peel pads are really incredible. Because your skin in the morning is going to be super smooth, all the dead cells are removed resulting in brighter, tighter, happier skin.

DERMALOGICA SKIN RESURFACING CLEANSER AED 189: Enough cannot be said about this amazing cleanser. Not meant to be used to remove make-up rather once or twice a week (depending on your skin’s sensitivity) as a starter for an at home mini facial, because this really does remove the dead skin layers.

CLARINS DAILY ENERGISER LOVELY LIP BALM AED 75: This amazing lip balm provides eight hours of moisture with a healthy and natural tint to the lips. Oh and the packaging … you’ll never be able to guess that it’s actually cardboard. Effective and sustainable.

NATURA BISSE SPF50 EXTRA SMOOTH HIGH PROTECTION 30ML AED 375: Sun protection and hydration in one. This is not your ordinary sun protecting cream, with advanced photo protection from UVA/B rays, it is also meant for highly sensitised skin such as after a laser, peeling or dermabrasion treatment. Top product!

MURAD INTENSIVE AGE DIFFUSING SERUM AED 389: An excellent serum, providing muchneeded relief to dry and mature skin. The difference to you face is immediate after using this serum. Firmer, glowing skin.

ELEMIS PRO COLLAGEN QUARTZ LIFT MASK AED 390: Every skin needs a boost from time to time, and this mask is such a luxurious product it lifts the skin, moisturises and soothes. Its a must have twice weekly home care regime, you can even leave it overnight for the extra dose of goodness.

DDG AGE ERASE MOISTURE FOR EYE AED 181: This tiny little tube has one of the best eye creams available today. Its light, and dries matte hence excellent under concealer and makeup. You won’t even feel its there.

MAY/JUNE 2015 63


NATURA BISSE C+C OIL-FREE MACROANTIOXIDANT SUN PROTECTION SPF30 30 ML AED 300: This is a vital product for the region as it provides global multiprotection from the sun as well taking care of your skin. Worth mentioning is the ProVitamin D ingredient in this product. Most of the sun protection creams in the market inhibit this vitamin from penetrating the skin.

DAVINES DRY SHAMPOO (HAIR REFRESHER) AED 90: This is what saves the day when time is running short. Excellent for converting oily hair into fresh, flyaway beautiful tresses. We all need this in our lives.

ELEMIS PRO COLLAGEN HYDRA GEL EYE MASK AED 387: Once in a while there comes a product that you want to practically live in. This is that product. The eye area never knew it could look this calm, rested, relaxed and young. Nothing else will measure up.

BLISS TRIPLE OXYGEN ENERGISING MASK AED 249: This is a cool, foaming mask applied much like a facial cleansing wash, only you have to leave it on the skin for five minutes in which time the mask becomes thick and foamy. Perfect for a boost during the week.

MURAD CORRECTING MOISTURIZER AED 185: This moisturiser 185 is well suited for sensitive skins that have a lot of redness on them. Effectively calms down redness and also manages to reduce pore size. 64 MARCH/APRIL 2015

CLARINS UV PLUS AED 220: An excellent sunscreen once you start using this you will be addicted. When used under makeup, it provides a kind of a primer effect with an almost tinted glow. Works perfectly for the entire work day! Its a keeper.

DERMALOGICA DYNAMIC SKIN RECOVERY SPF 50 AED 319: This minty smelling moisturising SPF is immediately absorbed in the skin and is excellent under makeup. You only need to use a little, however it’s most effective when applied 30 minutes before going out.

DDG AGE ERASE RECOVERY MASK AED 250: This is your go-to product when you have a special occasion the next morning, or just want to look extra special. This self heating mask, in 15 minutes makes the skin look smooth, plumped, rested. Well worth it.

[COMFORT ZONE] SACRED NATURE MASK AED 240: This is a deeply nourishing mask, that will leave your skin looking healthy and well taken care of. The range is excellent for conscious customers as it comes in 100 per cent recyclable packaging. What’s not to love!


PRODUCTS SHOWCASE

JUNE JACOBS INTENSIVE AGE DEFYING BODY EMULSION AED 360: This luxurious body cream, glides on smooth, has a thick, creamy consistency and disappears in the skin without leaving any kind of residue. Just what you need.

JUNE JACOBS REVITALISING EYE GEL AED 460: This is a refreshing gel with a metal applicator to smooth away puffiness and tiredness from the delicate eye area. Upon application it dries quickly and feels natural to touch, leaves no residue. JUNE JACOBS ELASTIN COLLAGEN TONER AED 295: This light weight spray, is exactly what you need to feel fresh and energised each time you use it, a little goes a long way with this one as it leaves a slight film which works on the skin to receive the next product.

NATURA BISSE C+C DRY OIL ANTIOXIDANT SUN PROTECTION SPF30 100 ML AED315: This product is for the body, face and hair. Providing muchneeded protection from the sun, this oil hardly feels like oil. The fact that is contains Provitamin D makes this the best product out there for the summer.

DAVINES MEDIUM HOLD PLIABLE PASTE AED 85: This Davines product is versatile it can be used on dry hair DERMALOGICA SUPER RICH before styling REPAIR AED 390: This and will give a cream is exceptional. Used subtle medium at night, this provides the hold effect. skin with much-needed tlc Alternatively, it and regeneration. Dry skin is can be used on moisturised, large pores are towel dried hair reduced in size, skin looks and then styled rested and well-taken care accordingly. of. Couldn’t ask for more.

JUNE JACOBS INTENSIVE AGE DEFYING HYDRATING MASQUE AED 380: As a part of the Intensive Age Defying Range, this mask is extremely enriching and nurturing for dry, tired, dull looking skin. It helps skin regenerate and look healthier.

DAVINES NOURISHING HAIR BUILDING MASK AED 130: This protein based hair mask really does what it says. While it is on, it repairs and builds dry, brittle hair to nourish it and make it stay together instead of breaking apart. This is 10 minutes to fabulous hair.

JUNE JACOBS LEMON SUGAR BODY POLISH AED 230: Possibly the best body polishing product in the market today. It’s quite a thick scrub so you have to be gentle in scrubbing, however the oily base makes sure the skin doesn’t get damaged. What’s more is when you wash it off the skin is moist and oily, so you don’t need a body cream to top it. Very effective product. MAY/JUNE 2015 65


Avene launches Couvrance range Avene the brand behind the Thermal Spring Water recently launched its Couvrance range of makeup – foundation, concealers and face powder – at a beautiful day event at the Four Season Resort Dubai at Jumeirah Beach

A

n exceptional day at the Four Seasons to experience the launch of Avene’s Thermal Spring Water as well as its make-up range the Couvrance foundation, concealers and powders. The Avene Thermal Spring Water is a unique, low mineral content water from a spring in France which aids in calming down irritable skin condition such as atopic dermatitis, eczema, psoriasis and burns. Back in 1871, this water was sent to the US to treat burn victims of the great fire of Chicago. Its range of cosmetics are the purest. These are corrective cosmetics that use colour to give skin a healthy effect whatever your skin concern. When two different colours are mixed together they neutralise each other hence give the complexion a normal tone.

66 MAY/JUNE 2015


EVENT

Natura Bisse celebrates Beauty Lover’s Day Every April 23rd is St George’s Day in Spain. Since Natura Bisse is a Spanish brand, they decided to take this tradition around the world calling it Beauty Lover’s Day. What made the day extra special was the launch of the very exclusive Diamond Absolute Damask Rose Body Oil

A

pril 23rd is St George’s Day in Spain, a legendary day that celebrates culture, books and love. It is a tradition for everyone. Since last year, Natura Bisse has started celebrating this day with is its patrons around the world - Madrid, Barcelona, New York, London, Hong Kong, Dubai and Mexico. The event in Dubai was held at two locations; the Four Seasons Resort Dubai Jumeirah Beach Spa and the Ritz Carlton Dubai Spa. On the day the brand launched its very exclusive body product made from damask roses from Morocco - the Diamond Absolute Damask Rose Body Oil. This product was introduced earlier this year at the Oscars exclusively for its celebrity clientele. And now as a limited edition for its customers around the world only on the day.

MAY/JUNE 2014 67


COMMUNITY

T

feast A very special

Ajman Palace Hotel recently hosted guests from the Emirates Red Crescent to a sumptious dinner

68 MAY/JUNE 2015

he Ajman Palace Hotel recently extended a warm welcome to over 100 people, including 40 children without a family, as it hosted the Emirates Red Crescent Dinner in the hotel ballroom. The children were entertained with the many special activities and they enjoyed the fun and games as a part of the event. Ferghal Purcell, General Manager, said that it was an occasion to show an awareness of the importance of being a socially responsible business with a strong belief to give back to society. It was a simple and fulfilling event and the hotel staff thoroughly enjoyed serving the guests. “This initiative was another way for us to give back to our community. Our culinary team had created a special menu for this exclusive gathering. The fact that it included both children and the elderly added yet another interesting dimension. Our spirit to serve our community does not include only financial contributions. We are committed to participate in every way possible.�


A KLAFS SPA SPEAKS FOR ITSELF. BE THE TALK OF THE TOWN.

SHOWROOM:

KLAFS MIDDLE EAST,

CONTACT US:

IBN ZUHR BLD #53

T : +971 4 369 7888

DUBAI HEALTHCARE CITY DUBAI

M : +971 55 579 1108

WWW.KLAFS-ME.COM

@ : info@klafs-me.com

UAE

Top Hotel May June 2015 Issue  

Top Hotel Middle East is a bi-monthly business journal for senior level hoteliers, hotel owners, hotel investors and investment companies, a...

Top Hotel May June 2015 Issue  

Top Hotel Middle East is a bi-monthly business journal for senior level hoteliers, hotel owners, hotel investors and investment companies, a...

Advertisement