HOTEL & CATERING NEWS MIDDLE EAST APRIL 2023 ISSUE

VICTORY LAP

THE LEADERS IN HOSPITALITY AWARDS

2023 BRINGS THE BEST OF HOSPITALITY TO THE MAIN STAGE

VICTORY LAP

THE LEADERS IN HOSPITALITY AWARDS

2023 BRINGS THE BEST OF HOSPITALITY TO THE MAIN STAGE

22 TECH & INNOVATION HOW VIRTUAL BRANDS can Increase Profit Without Increasing Costs

24 F&B FOCUS TUTTOFOOD RETURNS

Paola Sarco, Exhibition Manager, TUTTOFOOD

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THIS MONTH'S MUST TRY GLITZ, GLAMOUR, BLISS Winners of the Leading Hotel Spa of the Year in the Leaders in Hospitality Awards 2022, PAUSE Spa Chateau Berger at Paramount Hotel Dubai is a must-try for anyone looking to experience a luxurious and rejuvenating spa affair in Dubai

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F&B FOCUS

7 LESSONS IN 7 YEARS

Necip Camcigil, Founder & Managing Partner of One Life Kitchen & Café shares some of the biggest lessons he’s learned as an F&B operator over the years

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THE EXPERIENCED ENSURING LONGEVITY in a city full of superlatives

32 TRAVEL & TOURISM

F&B AND STAYCATION predictions during Ramadan

66 IN THE MIX

THE UPS AND DOWNS OF BEING BEHIND THE BAR

As a Head Bar Manager, I find that the most challenging aspect of my job is ensuring that all the pieces of the puzzle fit together seamlessly

Hotel& NEWS Middle East

EDITOR-IN-CHIEF

Seymone L Moodley seymone@bncpublishing.net

CEO

Wissam Younane wissam@bncpublishing.net

DIRECTOR

Rabih Najm rabih@bncpublishing.net

CREATIVE LEAD

Odette Kahwagi design@bncpublishing.net

DESIGNER

Christian Harb

MARKETING EXECUTIVE

Aaron Joshua Sinamban aj@bncpublishing.net

Images used in Hotel & Catering News ME are credited when necessary. Attributed use of copyrighted images with permission.

Hotel&Catering

NEWS Middle East

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Copy + Paste

It's becoming harder to find a USP or differentiator in the industry. If it's working, then soon enough, everyone's doing it. What trailblazers know is that it's always better to be copied than to copy because creativity, ideas, and dedication to get something right are what sustains you. The research, the trials and errors, the sweat and tears, and the failures you endured before achieving the result creates experience that can't be bought, taught, or copied. Experience defines you and designs you. It breathes soul into everything you do. It's infectious. It makes people want to get to know and understand how you do the things you do. It inspires them to try. Last month we filled a ballroom full of honest, hard-working professionals, leaders, pioneers, heavyweights, and rising stars who have poured their experience, ingenuity, and passion into the region's hospitality sector to make it what it is. In this issue, we dedicate our pages to all the night's winners. Thank you again for your nominations, participation, and collaboration and congratulations once again on being shortlisted and making your way to the main stage. To all the outstanding winners of the Leaders in Hospitality Awards 2023, may you continue to inspire.

Being young and ambitious is great, but experience matters. It matters because it shows up when it counts, the work, the results, how you handle yourself, situations, and curve balls. Talking the talk doesn't cut it. The proof, as I've said before, is in the pudding. Your work should always speak for itself, but if you are doing most of the talking for your work – it might be a good idea to put your work boots on and get some skin in the game. I've sat down with a handful of successful hospitality professionals lately in a new video series we launched to pick their brains and find out how they got here and how they do what they do. I discovered some similarities that can be attributed to their success - they know who they are, they've done the work, found their 'why' and earned their titles.

It's challenging to invent something new in today's world, it's equally difficult to stand out in a crowd full of intelligent, well-liked, and respected people.

Setting things straight: In the March issue of HCNME, we featured Andrea Brugnetti, Head Chef from Jumeirah Beach Hotel in our Making Delicious Possible series. Chef Andrea’s designation was mistakenly misprinted, we have rectified the error and would like to clarify that Chef Andrea is the Head Chef at Jumeirah Beach Hotel and not Sheraton Abu Dhabi Hotel & Resort. HCNME apologies for the error.

SEYMONE L MOODLEY EDITOR-IN-CHIEF seymone@bncpublishing.net

Seymone Leigh Moodley seymonemoodley

DELIVEROO LAUNCHES FIRST EDITIONS SITE IN ABU DHABI

Deliveroo UAE has announced the launch of its first Editions site in Abu Dhabi. The new site located in the capital is set to open up a whole new range of neighbourhoods for restaurants to expand their delivery radius. In addition to the variety of restaurants extending their reach through Editions, Deliveroo is transporting some of its most popular Dubai brands to the capital for the very first time. Deliveroo Editions is the company’s revolutionary food and beverage platform that brings a wide range of cuisine options to customers across Dubai and Abu Dhabi. Launched in 2017, Deliveroo Editions was one of the first concepts of its kind to be introduced to the UAE market. Throughout the years, Deliveroo has continued to grow and set trends in the deliveryonly kitchen industry. Following the success of the Editions sites in Dubai, the Abu Dhabi expansion marks an important milestone for Deliveroo, which has continued to perfect its Editions model over the last 6 years.

JW Marriott, part of Marriott Bonvoy’s global portfolio of 30 extraordinary hotel brands, unveils its first property in Spain with the opening of JW Marriott Hotel Madrid. Located in the cultural charm of the Canalejas zone, next to the iconic, dynamic, and bustling Puerta del Sol, the luxurious new hotel sits in the heart of the city; moments away from prestigious art institutions and theatres.

“With each new opening, JW Marriott brings a legacy of luxury hospitality combined with the brand’s foundation of holistic well-being,” said Candice D Cruz, Vice President, Luxury Brands, Europe, Middle East & Africa, Marriott International. “JW Marriott Hotel Madrid captures the essence of the city and encourages guests to disconnect from daily stressors and distractions so that they can focus on reconnecting with what matters most to them.”

JW MARRIOTT DEBUTS IN SPAIN WITH THE OPENING OF JW MARRIOTT HOTEL MADRID

THE STRAND THE NEWEST CRAFT KITCHEN AND COCKTAIL BAR ON PALM JUMEIRAH

Inspired by Mediterranean cuisine, the brandnew casual dining restaurant, The Strand is making its debut this April 2023 on the Palm Jumeirah. With an extensive menu designed for sharing, The Strand is set to become the latest and greatest dining spot for meeting friends, The venue is great for spending time with family, a ladies’ night out or working remotely. The bright, breezy, and relaxed space has modern Mediterranean vibes with spectacular Marina views.

With a business breakfast, long lunch, or remote-office with sandy vistas, The Strand offers stunning scenery with unmatched breakfast, brunch and ladies night options throughout the week.

MADINAT JUMEIRAH UNVEILS ITS PRESTIGIOUS MALAKIYA VILLAS

Jumeirah Dar Al Masyaf, Madinat Jumeirah’s most intimate hotel, reopens doors to its seven exclusive Malakiya Villas following a year-long refurbishment.

Immerse yourself in the epitome of luxury living and revel in the grandeur of the seven reimagined Malakiya Villas, newly refurbished with plush and modern interiors to create a couture-

inspired oasis of timeless elegance. Designed by Dubaibased Sahar Alyaseer, the villas’ striking aesthetic is a tribute to the resort’s Arabesque design, exuding the romanticism of the nostalgic past. The spacious interiors are bathed in natural light streaming through large windows that frame the picturesque canals and gardens outside. Neutral furnishings provide a tranquil setting and pops of colour add depth and warmth to the ambiance, making these villas a haven of hospitality and luxury. A gateway for multi-generational families looking to reconnect, friends wanting a private escape or couples seeking a romantic getaway, Malakiya Villas are the ultimate destination for memorable stays. Nestled along Madinat Jumeirah’s leafy waterways, the villas are perfect for those who seek seclusion, discretion, and impeccable tailor-made services.

United Airlines has launched a new nonstop daily service between its New York/Newark hub and Dubai International (DXB). United is the only U.S. airline to offer non-stop flights between Dubai and the United States, flying to

more destinations in the Middle East than any other U.S. airline. The new service marks United’s return to Dubai, which the airline previously served up until 2016.

The launch of the new service is part of

United’s historic commercial agreement with Emirates. Announced in 2022, enhancing each airline’s network and giving customers easier access to hundreds of destinations within the United States and around the world. Customers from the U.S. flying to Dubai can travel onwards with Emirates or its sister airline flydubai to more than 100 different cities, providing more options to connect across the Middle East than ever before. Whilst customers flying from Dubai to New York can take advantage of onward connections with United to over 80 destinations across the Americas.

The second edition of the world’s largest chocolate fair « Salon du Chocolat et de la pâtisserie » is heading back to Dubai from May 18 to May 20, 2023. Taking place at Le Gourmet in Galeries Lafayette, Dubai Mall, this one-of-a kind event captivated the hearts and minds of chocolate connoisseurs last year, with more than 3000 attendees over the 3 days. This year will be no different, as this special second edition will host professional chocolate tasters, chocolate masters, chocolate lovers, as well as renowned authors and pastry chefs from all around the world.

The 2023 edition program will include unique workshops and masterclasses delivered by famous chefs and dozens of chocolate and pastry exhibitors. Visitors will also be invited to discover, taste, and buy mouth-watering chocolates by leading international brands and enjoy exclusive meet and greets with renowned pastry chefs in attendance.

UNITED AIRLINES LAUNCHES NONSTOP SERVICE BETWEEN NEW YORK/NEWARK AND DUBAI

LE GOURMET DUBAI IS SET TO HOST THE 2023 EDITION OF “SALON DU CHOCOLAT ET DE LA PATISSERIE” IN MAY

THE LAUNCH OF THE NEW SERVICE IS PART OF UNITED’S HISTORIC COMMERCIAL AGREEMENT WITH EMIRATES.

THE BIRDCAGE ANNOUNCES THE APPOINTMENT OF NEW GENERAL MANAGER, HERBERT JONES

Dubai’s hottest nightlife spot, The Birdcage, has announced the appointment of world-class professional Herbert Jones as General Manager.

As The Birdcage's General Manager, Herbert will oversee the highest quality of food and beverage services while leading the team to deliver exceptional guest experiences. A

key focus point that Herbert has set out to achieve within the role is to elevate The Birdcage’s cocktail offering even further to deliver unique experiences and take guests on a journey through mixology. Known for his evident charm, The Birdcage has already seen significant improvements in terms of delivering outstanding service and standout cocktails since his appointment. As a passionate leader, Jones has always paid attention to the details, ensuring that everything runs smoothly, and every element is carefully considered.

Charismatic and always up for new challenges, Herbert describes himself as a "Citizen of the World", having lived in nine different countries and travelled across more than thirty others. He was exposed at an early age to a diverse and multicultural environment. These travels helped shape his curiosity for the hospitality, tourism, and travel industries and led him to where he is today.

Managing a fast-growing regional portfolio of strategic significance for Accor, Paul Stevens has been appointed Chief Operating Officer, Middle East, Turkey and Africa, overlooking the Premium, Midscale and Economy division.

Paul has a 30-year track proven record of delivering operational and financial performance to his new role. He is a strong hospitality leader who has worked with iconic brands such as Sofitel Hotels & Resorts in Fiji, the Bezzina Property Group and Novotel Hotels & Resorts in Australia.

“This is an exciting time to be heading up operations for the Premium, Midscale and Economy division in the region. With countries like Saudi Arabia opening up to tourism, and the Middle East and Africa becoming a hugely popular destination for both business and leisure travel” said Paul.

ACCOR APPOINTS PAUL STEVENS AS CHIEF OPERATING OFFICER, MIDDLE EAST, TURKEY AND AFRICA

HOW VIRTUAL BRANDS CAN INCREASE PROFIT WITHOUT INCREASING COSTS

BY NAJI HADDAD, MENA GENERAL MANAGER AT DELIVERECT

As the restaurant industry continues to adapt and evolve, both traditional brick-and-mortar establishments and "dark kitchens" have proven to be shining examples of resilience and innovation. Not only do they offer a wide variety of delicious meals, but they are also embracing new concepts such as "virtual brands" to diversify their offerings, increase revenue, and reach new audiences without significant investments.

The restaurant-to-consumer delivery segment accounted for 98.4% of the global online food delivery market in 2021. This technological development influenced by the recent increase in prices and the pandemic, encourages restaurant and dark kitchen owners to consider new strategies, such as virtual brands, to adapt and reach new customers efficiently and cost-effectively.

What are virtual brands?

Virtual brands are a new and growing concept in the restaurant industry open to all. Simply put, it consists of creating a brand that only sells its menu through digital platforms, which has gained traction since the pandemic.

Virtual brands are frequently managed by existing restaurants that see them as a way to diversify their operations, reach new diners, and increase profits. The food is real. The brand is virtual. The customers are real, the platforms to order are virtual, and so on.

Virtual Brands and Dark Kitchens are related

Another concept closely related is the ‘Dark Kitchen’ which refers to a restaurant that is only used to make meals for sale and is not accessible to the general public.

The heart of the business, the command center, is a dark kitchen. It can host several virtual brands that coexist in the same location but have different communication styles, target markets, menus, and other factors, increasing the

operation's profitability. The global food delivery market has grown to be worth over $150 billion tripling since 2017.

Advantages that virtual brands provide

If you own a restaurant or a dark kitchen and are thinking about creating a virtual brand, consider the following advantages.

1. New business markets: by providing a different menu in your virtual

brand, you will be able to appear in new search results in delivery apps; thereby expanding your customer base.

2. A more efficient operation: you can start the business with your existing kitchen and staff without significant investments.

3. Flexibility: you can try new sales and distribution channels to increase your revenue

4. Experiment with new menus and flavours: if you've discovered a new food target, such as vegan food, you can investigate and improve your offering under a new brand.

5. Possibility of expanding your business: when demand increases, you can boost your kitchen resources or hire more employees without opening new locations.

Naji Haddad, MENA General Manager at Deliverect

6. Reduce food waste: Using the same kitchen and personnel reduces the amount of food waste.

7. Lower investment: less expensive than opening a store.

8. Increased revenue: as a result of new targets and diversification of your offering.

Virtual brand challenges to consider

Although the virtual brand menu is full of opportunities, there are some challenges and points to keep in mind if you're looking to take your brand to the next level. These include identifying the target audience, having high competition geographically and online, having the financial capability to develop your brand while meeting operational expenses. In addition, this includes having the expertise to work in a new culinary category, choosing a delivery platform, selecting the right management system between your kitchen and delivery platforms. Lastly, training the kitchen staff and following the food safety protocol.

Developing a virtual brand

A consistent and easily identifiable virtual brand is crucial for connecting with customers and being top of mind when searching for a place to dine from. In a survey conducted by Qoot and Deliverect recently, participants running restaurants shared that marketing their virtual brand is one of the challenges that they face. Here are three marketing actions that will address this challenge.

1. Add a pinch of flavour to your tone: It's crucial to develop a distinct voice and tone to help your brand stand out from the competition. One way to achieve this is by analysing the communication strategies of your competitors and avoid replicating them.

2. Make distinctive content. Schedule a photo shoot and make sure your photos are craving and appealing. Experiment with different photographic styles and props

that are related to your brand. You can add a personal touch to your photos by placing icons around them, using filters, or using unique typography. In addition, sharing stories or curiosities about your food on social media, and collaborating with food bloggers stands out.

3. Customer reviews or posts to improve your reputation

Encourage your customers to leave reviews or post about how much they enjoyed your food on their social media accounts. Reviews allow you to improve your reputation while receiving feedback on what you can improve and what you are doing well.

As a restaurant owner or employee, it can be overwhelming to keep up with the constantly changing industry. However, it's important to remember that you've already captured a loyal audience with your menu and that many more potential customers are eager to try your new offerings.

TUTTOFOOD RETURNS

PAOLA SARCO, EXHIBITION MANAGER, TUTTOFOOD

TUTTOFOOD is a highly anticipated B2B exhibition that caters to the entire agri-food ecosystem. This globally recognised event is known for its innovative approach. It serves as a reference point for producers and distributors of high-quality food and beverage products across the supply chain. During the exhibition, buyers from various industries, such as distributors, importers, gourmet stores, food service providers, chefs, and more, converge to discuss business opportunities. TUTTOFOOD is a future-prospecting event dedicated to developing innovation that aligns with consumer

trends and market dynamics. It is a crucial business and content platform for the global food community, where traditional food meets innovation. The exhibition is a hub of knowledge and expertise that serves as a national and international reference point for sector development and the identification, planning, and steering of a food sector relaunch.

Paola Sarco, Exhibition Manager at TUTTOFOOD, gives us some insight into the upcoming show.

Paola has been TUTTOFOOD’s exhibition manager since December 2018, after a 10-year collaboration with Reed Exhibitions and previous experiences

in Sales and Marketing positions in trade show industry. His role includes coordinating and supervising all the activities that contribute to the exhibition, from buyer scouting to sales, to the events program during the exhibition and the roadshows in the run-up. He adds, “TUTTOFOOD has grown exponentially since its first edition, and it has positioned itself in a short span of time as the reference food & beverage exhibition in Italy and among the most relevant ones in Europe. This wouldn’t have been possible if we weren’t working as a tight-knit and passionate team.”

TUTTOFOOD 2023, scheduled to take place at Fiera Milano from May 8 to 11 2023, is set to restart with a focus on sustainability. The show will be the first edition held in pre-pandemic conditions and is expected to draw significant numbers. Thousands of brands from many countries have already confirmed their participation, making

it an international platform for meeting supply and demand and a moment of training, sharing, and reflection. The event offers a rich schedule of events and authoritative partnerships that provide quality content to attendees. With sustainability at its core, TUTTOFOOD 2023 aims to foster meaningful discussions and inspire positive change in the agri-food industry.

“We are gathering very positive feedback for this year’s edition. Almost all the halls are near to sold-out and organised in a dense layout, to accommodate our exhibitors’ many requests. As of today, we have over 2,000 brands from 42 countries already confirmed, that will meet with more than 700 hosted buyers from 81 countries, along with thousands of other professionals from all over the world. We’re confident that we’ll be reaching numbers in the range of pre-Covid highs. Most of all, we are very satisfied with the quality and contents of this year’s edition. These show a high rate of product and process innovation both in the offer across the exhibition layout, and in the events program.”

What to expect from TUTTOFOOD MILANO

“The common factor that sets our events apart is a strong focus on sustainable innovation. The Better Future Award translates it into a contest dedicated to the food excellence showcased at the exhibition, in three categories. The Innovation Award is intended to recognize companies that have developed new products ensuring a competitive edge; the Ethics and Sustainability Award aims at raising awareness among all stakeholders about ESG topics; the Packaging Award acknowledges the evolution of packaging in line with sustainable change in manufacturing, supply chains and consumption. Evolution Plaza will be the stage to talk about e-commerce, food delivery, apps, technological innovation and solutions related to traceability, but also innovation habits and even consumer psychology. The Taste Arena, in collaboration with the Italian Association of Taste Ambassadors, will be the place where an international perspective will allow every visitor to expand their horizons. A destination to meet the great

protagonists of the best Italian cuisine in a dialog with the rest of the world, the beginning of a journey of most authentic awareness, with a penchant for constant innovation.”

Under the banner of sustainability

“We’ve been adopting and implementing a sustainability strategy for years. More recently, we felt the need to go beyond a ‘plain’ sustainable approach and aim at a more comprehensive ESG approach. We embrace an Environmental, Social, and Governance (ESG) point of view, because we want to be socially conscious and we work to raise awareness among our stakeholders along the value chain, according to a ‘farm to fork’ concept. In terms of Environment, we’re working to make the next edition carbon neutral. As to Governance, we have already adopted policies and practices aimed at making our exhibitions increasingly sustainable, as we also support our partners, and especially exhibitors, in adopting their own sustainable exhibition practices. In the Social field, a good example is the TUTTOGOOD initiative that we’ve been carrying on for various editions with a number of local NGOs. At the end of the show, we gather the food that our exhibitors wish to donate, through non-profit organizations, thus we ensure it arrives to people in need and avoid food waste.

Food wastage in the UAE and globally

“A recent report released by FAO, the Food and Agriculture Organization of the United Nations, estimates GCC countries produce approximately 11 million tons of food waste every year. The main reasons are likely a growing population, ever-changing consumer habits and, in more recent times, possible supply chain disruptions that have

been happening globally. At the global level, again according to UN estimates, around 14 percent of food produced is lost between harvest and retail, while an estimated 17 percent of total global food production is wasted (11 percent in households, 5 percent in the food service and 2 percent in retail). TUTTOFOOD has been committed to fighting food waste since the very first edition. We have upped the ante in recent years because we do believe a reference exhibition like TUTTOFOOD has a responsibility towards the whole value chain. The TUTTOGOOD initiative I mentioned is a good example. Recently, we’ve organized a convention with FAO on food waste prevention in Milan and we are increasingly implementing sustainable practices in organising our events. Another interesting initiative is the Green Trail, a dedicated pathway across the exhibition layout that will help visitors discover natural, sustainable, healthy, or free-from and rich-in products, and many more.”

Paola concludes, “We look forward to further consolidating the amazing achievements of the recent editions, thanks to our unique concept that combines large producers and niche companies of excellence, from Italy and beyond. Especially those that share the same commitment towards innovation and sustainability. We are confident that we are already offering the best food & beverage marketplace in Italy for both Italian and international exhibitors and buyers. However, ours is a mindset of continuous improvement and we will keep working on new features for the upcoming editions, always in anticipation of the most innovative trends and the most promising in terms of business development for our stakeholders.”

PAOLA SARCO, EXHIBITION MANAGER, TUTTOFOOD

“WE’VE BEEN ADOPTING AND IMPLEMENTING A SUSTAINABILITY STRATEGY FOR YEARS. MORE RECENTLY, WE FELT THE NEED TO GO BEYOND A ‘PLAIN’ SUSTAINABLE APPROACH AND AIM AT A MORE COMPREHENSIVE ESG APPROACH.”

GLITZ, GLAMOUR, BLISS

Winners of the Leading Hotel Spa of the Year in the Leaders in Hospitality Awards 2022, PAUSE Spa Chateau Berger at Paramount Hotel Dubai is a must-try for anyone looking to experience a luxurious and rejuvenating spa affair in Dubai. A range of treatments and amenities promotes relaxation and well-being, making it the perfect place to take a few minutes and PAUSE after a long day of running errands, sightseeing, or business meetings.

PAUSE Spa has an essence that makes you feel like an A-list celebrity the minute you walk in. Famous quotes by fabulous people adorn the signature walls of every room while scents of essential oils linger in the air. The open white space creates a calm environment that allows you to breathe and take a load off, and the pops of orange create a sense of enthusiasm and excitement—the perfect combination of glitz and bliss.

Mesmerised by the soothing effects of the water feature upon entry, the lovely Joelle was the first

to say hello and welcome me in. Her warm embrace caught my attention and ushered me to the couch with a cup of herbal tea and a form that asked me questions about my current well-being. There was no pressure to hurry along, which allowed me to sit for a while and think about how I was feeling and how I wanted to feel after the experience. This is something we don't often get to do in the rat race we live in; so I appre-

ciated those few minutes on the couch.

When I was ready, I was given a little tour. The spa has state-of-the-art facilities featuring separate male and female thermal areas, a sauna, steam room, ice fountain, bucket shower and experience shower. In addition, there is a relaxation area where guests can unwind after their treatments. These facilities are designed to enhance the overall spa experience and promote relaxation and well-being. They also look exquisite! The spa's design is very stylish, which adds the right touch of glamour to your journey.

Another reason PAUSE Spa is our must-try is the high-quality products they use. Many products have natural and organic ingredients to ensure guests receive the best possible experience, and best of all they smell divine. These products are carefully selected to provide a personalised and effective treatment that meets each guest's needs.

Mai is one of the many experienced and trained therapists at the spa. When I entered the treatment room, she was ready and waiting. We begin with a foot cleanse and rub. Her ability to make me feel relaxed and comfortable was much appreciated, and her compliments even more so. Extremely professional and skilled, we begin our 75-minute Canyon Reviver hot stone massage - an intense pressure point massage with volcanic stones that focus on relieving back,

neck and shoulder tension, combined with the cooling cryo ball facial for instant power lift and radiant glow. Thirty minutes in, and I was floating on clouds. The combination of the heat from the stones and Mai's technique was heavenly. Krissa patiently waited at the entrance to ensure I had the best time; her infectious smile and cheerful personality made it hard to leave, but I walked out feeling like a star. So, if you want a unique Hollywood French spa experience in Dubai, look no further.

GLITZ, GLAMOUR, BLISS

Necip Camcigil, Founder & Managing Partner of One Life Kitchen & Café

Our history has been volatile mainly because every other year there seemed to be a big adverse event. First we closed for expansion after only 18 months in 2018, then there was COVID in 2020. This was followed by the two successive years of strong growth in 2021 and 2022. This stability was very much welcome. We have also opened a new outlet in Jumeirah Village Circle last year which is contributing positively to the business and also very interesting because after having operated in a business district for almost 7 years. We get to see what it’s like to operate in a residential district.

Personally, I’m very proud that we could open in a new area and prove an appeal to the concept with an entirely new audience. I’m also very proud that we could use the same focus on ingredients and process to enter the pizza business and deliver an excellent product.

It’s no secret that starting a business comes with many challenges, especially in the early stages. The path to success as an entrepreneur can take many different forms. However, no matter what path you choose, difficulties will always arise. Based on my experience, these are the seven lessons that I learned in 7 years.

1. There’s nothing wrong with slow but consistent growth

7LESSONS

One Life never opened with a bang; neither in d3 nor in JVC. A gradual, steady approach to business growth allows you to identify and correct problems while they are still minor and have little impact on your business. Starting with a large influx of customers is fantastic only if you can maintain that momentum in the future.

2. Culture matters more than experience

When hiring staff, understand that people with lots of work experience have most likely adopted the culture of previous employers as their own. If their previous employer's culture differs from yours, they will have to unlearn things before being re-trained. They could have come from a restaurant that aggressively upsells, for example. If that is not what you want, it will be more difficult than you think for them to unlearn that behavior. I believe you it is better to hire someone who you can mold into the culture and behaviors you are trying to cultivate.

3. Nothing trumps food quality

It's important to remember that the primary reason people are coming to you is for the food, and any deviation from that can be detrimental

7 YEARS IN

Necip Camcigil, Founder & Managing Partner of One Life Kitchen & Café shares some of the biggest lessons he’s learned as an F&B operator over the years.

to your business. It’s also worth noting that consumer expectations of what constitutes great food is continuously evolving, so if you are staying the same, you’re most likely being left behind.

4. Average Check Matters

When trying to grow your business, one factor that has a huge impact on your business is Average Check. In 7 years, we managed to double our average checks through menu engineering, moderate price increases *cough* and upgrading the concept along the way. The truth is, it takes a similar amount of time and effort to serve a table spending 50-60 dhs as it does one that spends 100-150 so the key is to understand how to give more value to the consumer for them to spend a bit more.

5. The only constant is change

When we started, we had a very specific idea for what One Life was and what it wasn’t. We didn’t use any sugar, we didn’t have sandwiches, we were dedicated to a paleo/ healthy lifestyle for a while, but now we do sandwiches, we use sugar, we sell Coke, and we even have alcohol. It might sound like we sold-out but the truth is each of those decisions were only introduced when it felt right or necessary to do so. We still stick to our fundamental beliefs that good food is food made from scratch so we make our own bread, roast our own coffee, make the majority of our sauces in-house, and avoid using processed food items as much as possible.

6. Cost Control is a way of Life!

We only hired a cost controller in 2021. Unfortunately, at that point we had already developed a slightly wasteful culture internally which we’re now finding is quite an effort to reverse. I don’t believe any individual we work with has ever really had bad intent towards the business, but the more you grow, the more the cumulative effect of carelessness when it comes to cost control can affect your business negatively. You may price an item according to a specific food cost target, but at the end of the month when you look at what that item actually costs you in ingredients, you will invariably be over your target. The goal isn’t to eradicate this effect but to minimize it.

7. Be Present

I absolutely love what I do, I love being at the cash register at lunch and engaging with our customers. I think One Life or any restaurant for that matter is very difficult to manage remotely. Being present, humble, listening to your customers, and constantly trying to better the food, the service, and the overall experience for guests has been extremely rewarding for me and the business.

ENSURING LONGEVITY IN A CITY FULL OF SUPERLATIVES

On March 1 2023, we celebrated 25 years of hospitality at Pullman Dubai Creek City Centre. The hospitality landmark in the community welcomes guests from all over the world since opening its doors in 1998. This celebration is our opportunity to reflect on our foundation that ensured the 317-room building that solidified itself as a reliable, welcoming and premium hospitality destination for so long.

In a city of superlatives, that is always looking for “the newest” and next “it place”; how can properties ensure longevity and staying top-of-mind for decades to come.

We want to strip away the glitter and the noise and get down to the secret recipe that ensures longlasting success and to us that is at the heart of the

brand. Heart is authenticity, the commitment to the profession and creation of joy for every guest that walks through our doors. We call our staff Heartists, a culmination of heart and artists – passionate experts who have mastered the art of the two most important words in hospitality; making guests feel welcome. We have outlined a list of seven top tips which we have internally shared across our seven Accor properties within the city. These will continue to share with every new starter to ensure our hearts are aligned and we can continue to achieve the same established futures.

Resilience and adaptability: It’s impossible to discuss the importance of agility and tenacity within the industry without touching on the COVID-19 pandemic. The global crisis highlighted just how fragile business can be if they lack flexibility, boldness, and ability to instill confidence in guests’ expectations. The way we embraced the duty of care across the board and swiftly evolve and adjust to the new normal is testament to the fact we’re still standing stronger than ever.

Acting for the people: This refers to both employees and guests; a successful brand needs the drive of passionate individuals who will work together to deliver unique experiences and memories for their guests. We encourage our employees to be attentive to the world around them, to dream big and push limits. Guests need that tailored and unique approach where they feel special and know they’ll receive a consistent level of excellence every time they return.

Acting for the planet: Sustainability is becoming increasingly important to travelers, and with 2023 being the UAE year of Sustainability, the focus on hospitality providing green and eco-friendly initiatives has never been stronger. At Pullman Dubai Creek City Centre, we were named Best Sustainable Hotel in Dubai and Arabia at the International Hotel Awards. This recognised our efforts towards sustainability from cutting food waste to minimizing single-use plastic consumption.

Authentic hospitality that is relevant to now: Standing out in a crowded market is tough, which is why as a hotel, you have to find what makes you unique and capitalize on it. From our staff to our desirable location matched with the unrivaled business centre services, makes Pullman Deira Creek City Centre. The property is the ideal choice for both

leisure and business travelers and we do everything in our power to promote this.

Open to innovations and digitalisation: Technology is constantly evolving, and hotels need to keep up with the latest trends to remain relevant. This could include everything from mobile check-ins to in-room tablets. From our phenomenal WiFi to event and business solutions to our fully integrated app, we ensure we are on the pulse when it comes to technology. Across our 7 hotels, we use AI & Robotics for ease of processes and time optimization.

Marketing: Keep content fresh, new and exciting, whether it be on social media or through latest offers and incentives; it is vital to consistently market your hotel. We are always looking for innovative ideas and partnerships, such as our fitness partnership with Les Mills or the launch of the t-Lounge by Dilmah to reach new target audiences. We are always looking at new ways to market our offerings, from the artist’s playground, and to all the immense noise we made around the 25 years of hospitality anniversary. We invest a lot in communication.

Rewarding loyalty: Encouraging, sustaining, and rewarding loyalty is paramount to the success of a hotel. We utilise our ALL (Accor Live Limitless)

loyalty programme to provide tailored rewards and unique benefits to our customers. We also find small ways to show our appreciation to our returning guests, from remembering names to their preferences and personalized touches within the rooms. We have had to consistently transform our thinking, adapting to our environment, creating an integrated ecosystem of hospitality experiences and services, which proves ourselves as a pillar in the community. We have been so grateful for the past 25 years and look forward to the next. Here’s to being 50 and thriving.

Nishan Silva – Cluster General Manager of Majid Al FuttaimAccor Properties

F&B and STAYCATION PREDICTIONS DURING RAMADAN

With every year, Dubai opens itself up during Ramadan to host more visitors in order to maintain its competitive edge as one of the most visited cities in the world (coming in fourth after Bangkok, Paris and London) whilst remaining respectful to the Holy Month and the cultural sensitivities it brings.

Just a couple of years ago, there were strict rules against eating and drinking in public during the month of Ramadan in Dubai. With the restrictions relaxing to appeal to a growing number of non-Muslim residents and visitors, Dubai is able to continue its

appeal as a must-visit worldwide destination. This is especially outstanding considering the city welcoming 14.36 million international overnight visitors in 2022. The spring break is one of the most popular times of the year (second only to the festive period) for families to visit from around the world. Taking place during Ramadan this year only presents more opportunities than before. Many local students are on two-week breaks from school for the first time in two decades. Whilst a few will travel to their home countries or other destinations, many will be looking to spend quality time with family and friends right here in Dubai.

This Ramadan, visitors still have the chance to experience the wonders the city brings, whilst having the opportunity to observe local customs. Enjoying a traditional Iftar and Suhoor in the evening is seen as an extraordinary social ritual here in the UAE.

The cool weather also plays a key factor – the recent spring showers have had a positive impact on the weather with breezier, cooler temperatures and future changes of rain hopefully maintaining the great weather conditions these next few weeks.

This opens up lots of opportunities for hotels. We are proud to present an unparalleled dining experience this Ramadan with our Iftar and Suhoor offerings at FETA Restaurant in

Edge Creekside Hotel. Our seasoned culinary team has curated an exquisite menu of authentic Arabic cuisine, showcasing the best of traditional dishes. We are ready to welcome our guests to the warm and inviting atmosphere of the hotel while partaking in the true essence of Ramadan. We see families, friends and colleagues come together to celebrate and experience the spirit of Ramadan every year.

For those not fasting, Dubai remains open and welcoming, including our restaurants. Guests will be able to enjoy all-day dining from 6 AM to 2 AM. It truly feels like the city has evolved and become more inclusive towards people from all walks of lives and beliefs.

With every year, Ramadan will come forward by a few weeks, which will also serve to increase participation and offering, meaning hotels will be tasked to offer more in order to stand out. Not only will the hotels city’s residents, but tourists as well who wish to experience the culture and traditions during the holy month. Being a part of one of the most popular malls, we will be the ideal location for tourists to stay, shop, dine, get around the city, while enjoying the world-class service our brand offers.

Founded in the spirit of the noble Bedouin hospitality, Jannah Hotels and Resorts is one of the pioneers among hotel groups that specialize in the affordable luxury Halal segment. With innovative infrastructure, creativity and dynamism, the group has blossomed into the hotel management company of choice that has a lot to offer its guests all year-round Properties in the portfolio also include: Jannah Burj Al Sarab – Abu Dhabi with 224 rooms and 94 suites. Jannah Marina Bay Suites – Dubai Marina with 115 hotel apartments, Jannah Place Dubai Marina – Dubai Marina with 133 hotel apartments, and Jannah Resort & Villas Ras Al Khaimah with 100 hotel apartments and 24 villas, EDGE Creekside Hotel – Dubai Marina with 138 rooms. Upcoming properties include Jannah Ras Al Khor, Sharjah.

F&B AND STAYCATION PREDICTIONS DURING RAMADAN

“WE ARE PROUD TO PRESENT AN UNPARALLELED DINING EXPERIENCE THIS RAMADAN WITH OUR IFTAR AND SUHOOR OFFERINGS AT FETA RESTAURANT IN EDGE CREEKSIDE HOTEL."

Anna Asistio, Assistant Director of Marketing & Communications at Jannah Hotels and Resorts

Method:

YOUR MONTHLY GRIND BY

NESCAFÉ® RAMADAN DELIGHTS

ENJOY THESE DELICIOUS RECIPES MADE ESPECIALLY FOR THE HOLY MONTH OF RAMADAN

Coconut dates latte (Hot and Iced)

As we observe the holy month of Ramadan, a drink that is well suited in UAE’s tradition is a must. The sweetness of dates combined with the richness and creaminess of coconut milk topped with a shot of espresso would be the best treat after you break your fast. You can enjoy this beverage either hot or iced. The choice is yours!.

Coconut dates latte

Ingredients:

> 40ml Espresso shot (NESCAFÉ® SUPERIORE Beans from NESCAFÉ® Machine)

> Sweetened Coconut milk:

- 100gms MAGGI® Coconut powder

- 100mls NESTLÉ® Condensed Milk

- 1liter Cold filtered water

> 30ml Date syrup

> 5ml Cinnamon syrup

> Whipped Cream

> Dates and Date syrup for Garnish

> Mix in a blender 1liter cold water, 100gms MAGGI® Coconut powder and 100mls NESTLÉ® Condensed Milk and blend until smooth and set aside (Sweetened Coconut Milk)

> Put 30ml of date syrup and 5ml Cinnamon syrup into the glass

Iced Coconut dates latte

Ingredients:

> 40ml Espresso shot (NESCAFÉ® SUPERIORE Beans from NESCAFÉ® Machine)

> Sweetened Coconut milk:

- 100gms MAGGI® Coconut powder

- 100mls NESTLÉ® Condensed Milk

- 1liter Cold filtered water

> 30ml Date syrup

> 5ml Cinnamon syrup

> Ice cubes

> Cinnamon Stick

Method:

> Mix in a blender 1liter cold water, 100gms Maggi Coconut powder and 100mls NESTLÉ® Condensed Milk and blend until smooth and set aside (Sweetened Coconut Milk)

> Steam the sweetened coconut milk and pour it into the glass ensuring there is space for the espresso shot

> Extract the espresso using our NESCAFÉ® SUPERIORE coffee and pour it on top of the glass

> Topped with Whipped cream, drizzle with date sauce and date pieces

> Put 30ml of date syrup and 5ml Cinnamon syrup into the serving glass

> Pour the sweetened coconut milk into ¾ of the glass

> Then add 3 - 4 pieces of ice cubes.

> Lastly, pour the 40ml Espresso shot on top

Iced Chai Latte

Everywhere you go you can see this staple drink; you can never go wrong with chai latte! A freshly brewed loose-leaf tea steeped together with cinnamon and cardamon poured over a glass of ice and sweetened with Nestlé® condensed milk. The Perfect way to quench your thirst during Ramadan.

Baklava Frappe

A popular middle eastern sweet pastry turned into a beverage. Combine the sweet and buttery taste of butterscotch sauce blended with pistachio sauce to create a depth of nuttiness, along with crushed pistachio nuts to add a crunchy texture, spice turbinado for a kick and finish-off with a honey drizzle. This is a must try desert beverage.

Ingredients:

> NESCAFÉ® BRASILE Beans (from NESCAFÉ® Machine)

> 20ml butterscotch sauce

> 20ml NESTLÉ® SCM Pistachio

> 15ml spice turbinado Syrup

> 10gms Crushed Pistachio nuts

> 30gms Frappe mix powder

> 160ml Fresh milk

> Ice cubes

> Whipped Cream

> Honey for drizzle

Method:

> In a cup, pour in the 160ml of fresh milk and top with Ice cubes till full

> Pour in the ice and milk into a blender jug

> Add into the blender jug, 15ml butterscotch sauce, 15ml NESTLÉ® pistachio, 15ml spice turbinado and 7 gms crushed

pistachio and blend until smooth.

> Into the cup, drizzle in honey around the edge of the cup and pour in the blended mixture

> Topped with Whipped cream, pistachio sauce and 3gms crushed pistachio

Ingredients:

> 20gms Black Tea (Loose Leaf teas)

> 1gm Cinnamon Powder

> 3 pcs Cardamon

> 40mls NESTLÉ® Condensed Milk

> 40gms Ice cubes

> 400mls Hot water

Method:

> Pound the cardamon using a knife and set aside.

> Mix 20gms of Black tea, 1gm Cinnamon powder and pounded cardamon inside an empty French press.

> Put 400mls of hot water into the French press with the ingredients and steep for 4 mins.

> Get a glass server and put 40mls of NESTLÉ® Condensed milk

> Pour the brewed tea into the glass server and mix well until the NESTLÉ® condensed milk is dissolved.

> Add 40gms of Ice cube into the sweetened brewed chai tea

> Pour the Iced Chai Latte into the glass and serve.

VICTORY LAP

THE LEADERS IN HOSPITALITY AWARDS 2023 BRINGS

THE BEST OF HOSPITALITY TO THE MAIN STAGE

The hospitality industry is one of the world's most exciting and prolific industries. In addition, the potential and possibilities within the sector are endless. As we all move closer and closer to actualising Vision 2030, Hotel & Catering News Middle East would like to thank our leadership for dreaming big and pushing boundaries. To everyone in this industry, thank you for contributing to the future of hospitality and for your enthusiastic participation. Thanks to you, nights like these exist. On the 18th of March 2023, the most prestigious hospitality event in the region took place; celebrating the biggest names in the sector and acknowledging the hardest-working people in our industry. Meet your Leaders in Hospitality Awards 2023 winners! Congratulations to all nominees and winners. We can't wait to see what you do next!

HOTEL GYM OF THE YEAR

FITNESS CENTRE AND JUNGLE GYM | AL BALEED RESORT

SALALAH BY ANANTARA

BEST HOTEL HYGIENE PRACTICES

AVANI PALM VIEW DUBAI HOTEL & SUITES

BEST DIGITAL TRANSFORMATION IN HOSPITALITY

PALAZZO VERSACE DUBAI

HIGHLY COMMENDED

MOVENPICK HOTEL, JUMEIRAH LAKE TOWERS

SERVICED APARTMENTS OF THE YEAR

MILLENNIUM PLACE | BARSHA HEIGHTS

VIP LOUNGE OF THE YEAR

CLUB LOUNGE | JUMEIRAH ZABEEL SARAY

HOTEL SPA OF THE YEAR

THE ST. REGIS SPA | ST. REGIS

DOWNTOWN DUBAI

LOBBY

OF THE YEAR

SULTAN’S LOUNGE | JUMEIRAH ZABEEL SARAY

LEADING HOTEL F&B OUTLET

SAL | BURJ AL ARAB JUMEIRAH

HIGHLY COMMENDED

VARQ, TAJ EXOTICA RESORT & SPA, THE PALM

MID-MARKET HOTEL OF THE YEAR

RADISSON HOTEL | RIYADH AIRPORT

HIGHLY COMMENDED

ROVE EXPO 2020

SUSTAINABLE HOTEL OF THE YEAR

RADISSON RED DUBAI | SILICON OASIS

HIGHLY COMMENDED

MEDIA ONE HOTEL

BEST HOTEL INTERIOR DESIGN

PARAMOUNT HOTEL | DUBAI

INNOVATION OF THE YEAR

ATLANTIS | THE PALM

FAMILY-FRIENDLY HOTEL OF THE YEAR

FAIRMONT | THE PALM

HIGHLY COMMENDED

RIXOS BAB AL BAHR

LEADING HOTEL NIGHTLIFE VENUE OF THE YEAR

THE THEATRE

HIGHLY COMMENDED

BARFLY BY BUDDHA BAR

HILTON DUBAI PALM JUMEIRAH

CSR INITIATIVE OF THE YEAR

RED SEA GLOBAL

HOSPITALITY APP OF THE YEAR

ALL | ACCOR LIVE LIMITLESS

LEADING BEACH CLUB

WAVEBREAKER BEACH & GRILL | HILTON DUBAI

JUMEIRAH, THE WALK JBR

HIGHLY COMMENDED

SUMMERSALT BEACH CLUB

JUMEIRAH AL NASEEM

LEADING NEW HOTEL

RIXOS MARINA | ABU DHABI

HIGHLY COMMENDED

LEADING MID-MARKET BUSINESS HOTEL

GRAND PLAZA MOVENPICK MEDIA CITY HOTEL

LEADING LUXURY BUSINESS HOTEL

JUMEIRAH EMIRATES TOWERS

HOTEL WITH THE BEST VIEW

SLS DUBAI HOTEL & RESIDENCES

HIGHLY COMMENDED

ANANTARA

AL JABAL AL AKHDAR RESORT

RESORT OF THE YEAR

TAJ EXOTICA RESORT & SPA | THE PALM, DUBAI

HIGHLY COMMENDED

RIXOS PREMIUM SAADIYAT ISLAND

LEADING LUXURY HOTEL

PALAZZO VERSACE

LEADING HOTEL GROUP

RIXOS HOTEL GROUP

CONCIERGE OF THE YEAR

ABDULLAH FARRAN | MAKKAH CLOCK ROYAL TOWER, A FAIRMONT HOTEL

RENZIL COLACO | ROVE HOTELS

EXECUTIVE HOUSEKEEPER OF THE YEAR

PROCUREMENT MANAGER OF THE YEAR

FARZAN NAQVI | SLS DUBAI HOTEL & RESIDENCES

IT MANAGER OF THE YEAR

ARPANA SINGH | RAFFLES THE PALM DUBAI

F&B MANAGER OF THE YEAR

MAURICE FITZREGALD | ANANTARA THE PALM

LIFETIME ACHIEVEMENT

NAIM MAADAD | GATES HOSPITALITY

HOSPITALITY MARKETEER OF THE YEAR

MRINALINY MITRA | SWISSOTEL AL GHURAIR

HIGHLY COMMENDED

KEVIN JOSHI ATELIER HOSPITALITY

HOSPITALITY EXECUTIVE OF THE YEAR

MOHAMED HAWWAM | SOFITEL DUBAI DOWNTOWN

HOTEL TEAM OF THE YEAR WINNER

SOFITEL DUBAI | THE PALM HOTEL TEAM

MARKETING TEAM OF THE YEAR

ADDMIND HOSPITALITY | MARKETING TEAM

HIGHLY COMMENDED

SOFITEL DUBAI DOWNTOWN MARKETING TEAM

CHEF OF THE YEAR

SUDQI NADDAF | ST. REGIS DOHA

RISING STAR OF THE INDUSTRY

ZAINAB IBRAHEM AL TURKISTANI | FAIRMONT MAKKAH HOTEL

GENERAL MANAGER OF THE YEAR

TURGAY ERDOGAN | RIXOS PREMIUM JBR

HIGHLY COMMENDED

ALEXANDER

MUSCH

PULLMAN DUBAI

DOWNTOWN

LEADING HOSPITALITY ENTREPRENEUR

WALID HAJJ | LAVOYA

LEADING HOTEL HOSPITALITY HEAVYWEIGHT

DAVID ALLAN | RADISSON HOTELS

LEADING F&B HOSPITALITY HEAVYWEIGHT

ELIE SABA | ADDMIND HOSPITALITY

BE THE FUTURE OF COULD INTELLIGENT WORKFLOW AUTOMATION HOSPITALITY HR?

BY PRINCE THAMPI, FOUNDER & CEO OF HUDINI

As a hotelier, do you wish your employees could spend more time with guests and less time on cumbersome admin tasks? Are labor-intensive HR processes slowing down your daily operation? What if several hotel functions can migrate online and help you reduce time, paper and improve productivity at the same time?

Workflow automation is the process or system using technology to do repetitive tasks without requiring manual intervention. The use of intelli-

gent technology in hotels can help boost productivity and performance, reduce costs, streamline communication, and empower employees. At the same time, this technology offers accountability and the time to focus on important tasks such as guest relations, giving the hotel a competitive edge.

Benefits of workflow automation in hospitality

1. Boosting productivity and performance

With software handling the more repetitive and predictable daily tasks in a hotel,

employees’ valuable time is freed up to focus on the higher value work they are passionate about. This allows them to spend more time with guests to enrich and personalize their experience. When not having to deal with mundane tasks, employees will likely deliver higher quality of work and even innovate for the future.

2. Dealing with labor shortages

With the global labor shortage impacting many roles in hospitality, smart technology will help take the pressure off hotels that are short staffed by making hotel operations more agile, seamless, and productive.

3. Attracting the next generation

The use of smart technology in hospitality makes the industry more attractive to a younger generation of hoteliers – the digital natives. A hotel or hotel group operating with the latest tech and offering interesting will more easily attract and retain young talent and future hoteliers.

4. Reducing costs

Workflow automation reduces costs by eliminating human errors and streamlining processes in hotels which enables employees to work more efficiently. This in turn leads to greater employee satisfaction, performance, and even pay. Additionally, automating tedious and time-consuming tasks such as data entry and invoicing allows hotels to save on the cost of administrative labor.

5. Increasing workplace safety

With hygiene remaining a big priority in the travel and

hospitality industry postpandemic, contact-less technology that reduces human touch points such as mobile check-in, digital room keys and online chat functions are paramount for the security of both hotel employees and guests. With these functions, hotel guests can skip reception entirely and head directly to their rooms; reducing health risks and making everyone’s life easier.

6. Streamlining communication & accountability

Employees often cite poor communication as a reason for resigning. To reduce employee turnover, easy to use and track messaging apps have proven to vastly improve internal communication. Digital conversation platforms eliminate the need for team members to keep reminding each other of upcoming or missed tasks, and hotel staff can leverage voice commands to execute custom workflows for smarter guest request management. Workflow automation software makes it easy to assign roles and responsibility to individual employees, allowing them to manage their work more independently and with accountability. This reduces the need for managers to oversee every step of the process and constantly check on employees.

At Hudini, we believe that hotels can deliver a better employee environment with intelligent workflow automation. The Hudini platform is ideal for hotels that aspire to improve productivity, increase innovation and foster content employees with time to focus on what really matters.

The UPS and DOWNS of being BEHIND THE BAR

What are the best and most challenging parts of your job?

As a Head Bar Manager, I find that the most challenging aspect of my job is ensuring that all the pieces of the puzzle fit together seamlessly. It requires a lot of patience, attention to detail, and organisational skills to create a smooth and efficient operation. On the other hand, the most rewarding part of my job is undoubtedly when everything comes together, and I see satisfied customers enjoying their drinks and having a great time. It gives me a sense of pride and satisfaction to know that I played a role in creating an enjoyable experience for them.

How do you drive ingenuity in the way you serve customers?

One of the key ways I drive ingenuity in the way I serve customers is by placing a strong emphasis on active listening and building personal connections. I take the time to understand each customer's unique preferences, needs, and tastes, and use this information to create a tailored experience that exceeds their expectations. I also strive to remain calm and positive in all situations, since this helps to create a welcoming and hospitable environment that puts customers at ease. By going above and beyond to provide exceptional

MANTAS ZAVECKAS, Head Bar Manager, IKIGAI RESTO + BAR

service and foster meaningful connections, I am able to create a memorable and enjoyable experience for every customer.

What's your ritual to get your team fired up each night?

As a Head Bar Manager at a super trendy and vibrant venue – Ikigai, I understand the importance of keeping my team motivated and energised every night. One of my key rituals is to set clear goals and expectations for each team member and then check in with them regularly to provide feedback and support. I also make sure to lead by example by embodying a positive, energetic, and motivated attitude every shift. This helps to create a culture of positivity and enthusiasm that sets the tone for the entire team.

How do you deal with challenging situations and or customers?

Dealing with challenging situations and customers is an inevitable part of the job. To handle these situations effectively, I always strive to maintain a calm and professional demeanor and approach the situation with empathy and understanding. This involves taking the time to listen to the customer's concerns and perspective and working to find a mutually satisfactory resolution. Additionally, I rely on my team in navigating these challenging situations, as they bring a unique set of skills and perspectives to the table. By working collaboratively and focusing on solutions rather than problems, we are able to steer even the most challenging situations with grace.

How do you maintain structure within your team whilst also encouraging customers to have fun?

At Ikigai, maintaining structure within my team is a top priority to me, while also ensuring that customers have a fun and enjoyable experience. To achieve this balance, I prioritise setting clear standards and expectations for

my team and providing ongoing support and guidance to help them meet these expectations. This includes regular check-ins and feedback sessions, as well as opportunities for team members to share their thoughts and ideas for improving service. At the same time, I encourage my team members to

have fun and bring their unique personalities and perspectives to the table. This helps to create a relaxed and welcoming environment that puts customers at ease and encourages them to enjoy themselves. By striking a balance between structure and fun, we are able to provide a high-quality, professional service that also allows customers to let loose and have a good time.

Where do you see your career going?

As a passionate and dedicated Head Bar Manager, I am committed to continually developing my skills and advancing my career in the industry. In the short term, I am focused on continuing to grow and learn in my current role as a Head Bar Manager at Ikigai, taking on new challenges and responsibilities and building strong relationships with customers and team members.

THE UPS AND DOWNS OF BEING BEHIND THE BAR

THE CRAVEABILITY FACTOR AND THE POWER OF FOOD

BY MARVIN ALBALLI, HEAD OF OPERATIONS FRANCHISE GLOBAL BRANDSINTERNATIONAL DIVISION

Food cravings are a key driver for repeat visits and, to an extent, building loyalty in the restaurant industry. In today’s social media domination, the visual impact of food, either on a plate or through an image, can briefly stimulate cravings for that item but what’s far more important is taste. This is because taste is what triggers our visceral responses and makes us act by booking a table, driving to a restaurant, or placing a delivery order.

When I think about craveability, I often think back to an episode of Seinfeld. Watching the “Soup Nazi” scene, I realized that food was—and will always be—the most important aspect of any food and beverage business’ success.

In the scene, guests line up in the freezing cold of a New York City winter because the soup is incredible. It’s not too unusual to see that—I have worked and traveled to many countries where I have seen similar mom-and-pop restaurants with counter service and only one to five menu items, each cooked to perfection, with a long line of people waiting outside.

In the sitcom, the restaurant is poorly designed and has terrible service, and the ‘Soup Nazi’ charges you for extra bread, but business is still booming. Why is this? Maybe because it’s a fiction, or maybe because the food is worth craving and people are addicted to it.

Ask yourself: how craveable is my food? Is quality obsession part of my restaurant’s DNA?

Are guests willing to drive to my restaurant, wait for a table, and perhaps pay slightly more to buy my food? Do you have signature dishes that no one else in the city has? Is your restaurant currently the talk of the town because of its unique dishes and incredible taste?

In my book titled “Restaurant Excellence” and through my consultancy work, I always work with chefs and restaurant owners on what I call ‘creating the crave’! The type of food that hooks people and keeps them coming back over and over again.

So how to achieve craveability?

The key today is in understanding how best to relay craveability—through flavors and texture cues.

Let’s face it, not every dish will be crave-able, focus your efforts on two to three menu items from each menu category - appetizers, main courses, and desserts.

Come up with recipes that embodies a mix of spices and flavors, cooking techniques which will resonate with your guests’ palates and taste buds.

Your historical sales mix /product mix, menu item popularity will tell you which dishes your guests crave. It is important to be cautious as sometimes food popularity is driven by its price.

Be careful with fake reviews as paying guests will share their honest opinion. However nonpaying guests such as friends, marketers, influencers often provide misleading positive feedback to avoid the awkwardness of giving constructive and direct criticism.

Some believe that creating the crave is built around: fat, salt and sweet (especially sugary products) which is

true but it’s much more than that, as some people crave for carbs or even seafood such as Sashimi which is not sweet, salty or fatty.

Creating crave-ability comes through trial and error, there is no hard and fast formula to achieve it. It really depends on your guest’s profile, their background, their experiences, their demographics, their childhood food memories and to a large extent, your culinary skills.

Don’t fall into the trap of focusing on Instagram-able dishes, food presentation can make someone drool. We’ve all heard the term “mouthwatering food” but presentation without trial doesn’t trigger hormones such as insulin, cortisol, dopamine, leptin, and ghrelin, all of which play a role in cravings. These hormones are stimulated after trial, you will never crave something that you have never tasted before!

Presentation is important, but beautiful dishes are only worth something if they taste amazing too. Spending time, effort, and resources and putting effort into presentation without considering taste and craveability is a mistake countless chefs make nowadays. Take a quick look on social media and you will quickly see that.

You should constantly examine your menu development approach and philosophy to continually raise the bar.

Restaurant design, service, marketing, pricing, and positioning are important, but none of these qualities exceed the importance of the taste, quality, and of course, craveability of your food.

“Your restaurant success begins when people start craving your food”.