Inside Omer Acar’s bold blueprint for Raffles and Fairmont Hotels & Resorts
Nestled by the coast of Lusail sits the splendor of Raf es and Fairmont Doha, where luxury is rooted in even the smallest details. Open the doors to mesmerizing hospitality and make memories in a world of sophistication.
THE LATEST ADDITIONS FROM MELIÁ AND ME HOTELS
Meliá Hotels International and its lifestyle brand ME by Meliá continue to expand their global footprint with a series of exciting new openings
18 UNLOCKING THE POWER OF REST Four Seasons uncovers Sleep Insights in the GCC
26 MASTERING THE ART OF TRAVEL
As travel trends evolve, Collinson International – a global company dedicated to helping travellers move with ease and confidence – guides travellers on how to become savvy in 2025
34 DINE-IN ORDERS DROP 15% IN DUBAI DURING RAMADAN Ramadan is reshaping the UAE food service market
40 HOW TEAM DEVELOPMENT DRIVES SUCCESS AND PROFITABILITY
In today’s hospitality industry, the key to success isn’t just about having a great strategy - it’s about having a great team
46 A NATION ON THE RISE
UAE tourism topped AED 45 billion in hotel revenues in 2024 as visitor numbers soared and new developments fuelled global appeal
56 HOW AGRI-TECH IS TRANSFORMING THE UAE’S F&B LANDSCAPE
As global food supply chains face disruptions and environmental challenges mount, the UAE’s F&B landscape is embracing a transformation powered by agricultural technology, or agri-tech
MEET CHEF OSMAN SEZENER At Desert Rock Resort in Saudi Arabia’s Red Sea region, where sandstone cliffs rise from the earth like ancient sculptures, a new culinary experience is quietly making waves
Abondance
It’s time to gather with loved ones during this benevolent time, and share heartwarming meals. SaintFélicien and Abondance cheeses will bring a touch of indulgence to your celebration.
Wissam Younane wissam@bncpublishing.net
MANAGING DIRECTOR
Rabih Najm rabih@bncpublishing.net
EDITOR-IN-CHIEF
Seymone L Moodley seymone@bncpublishing.net
COMMERCIAL MANAGER
Alex Brown alex@bncpublishing.net
MARKETING & COMMUNICATION LEAD
Aaron Joshua Sinamban aj@bncpublishing.net
DIGITAL EDITORIAL SUPPORT
Karan Moodley karan@bncpublishing.net
CREATIVE LEAD
Christian Harb chriss@bncpublishing.net
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Hospitality Voices This Month
Contributors
CHEF OSMAN SEZENER,
“It’s not just about food— it’s about fire, land, and memory.”
BEN KOUIDER, Founder, ChampagneSmart & Champavin
“Champagne has always been synonymous with celebration, luxury, and prestige.”
COLLINSON INTERNATIONAL
“The airport experience plays a crucial role in how relaxed or stressed your journey will be.”
PANOS LOUPASIS, Market Managing Director Türkiye, Middle East & Africa, Wyndham Hotels & Resorts
“Staying agile and responsive to these evolving demands is key to ensuring sustained growth and relevance.”
SUITE TREAT
Step into a world of opulence when you book a Suite at Raffles Doha.
Experience the added luxury of QAR 750 credit to spend on dining in the hotel, and QAR 500 towards any Spa treatment.
Children aged 12 and below are welcome to indulge in the enchantment of complimentary dining.
Rates starting from QAR 3,500 per night
For reservations, please call +974 4030 7100 or email reservations.doha@raffles.com
White Lotus
Don’t judge me, but I didn’t jump on the White Lotus train until a few days ago. I gave in because it’s been such a big reference point in hospitality insights since it aired. I mean, the show put hotel brands and locations on the map, it stirred up a frenzy, and I was genuinely curious about the connection. I’ve only watched Season One and WOW. It’s quirky, dramatic, and slightly insane, but I get why so many of my hospitality friends are obsessed with it. It’s what I imagine a reality show about hotel life would be like if it was completely raw and unfiltered, and everyone was unhinged.
Yes, it’s a fictional story set in luxury-style resorts, but it captures nuances that only hospitality professionals truly recognise. It highlights the challenges of managing guest expectations, maintaining professional boundaries, developing emotional intelligence, and navigating stress and burnout. It even opens up deeper social and cultural conversations, the kind we’re rarely encouraged to express, let alone explore. But White Lotus said it all, wrapped up in a deliciously dark comedy bow, and it was great fun to watch.
What’s really interesting is the effect it has on consumer behaviour and the luxury hotel industry. For the latest season, a bunch of brands collaborated with HBO to create White Lotus-inspired products, including scented candles, sunscreen, and overnight bags, all priced at a pretty penny. Not to mention that research found 51.9% of all social media conversations mentioning Anantara in Asia were driven by The White Lotus as of February 16. The show has triggered major spikes in hotel search activity since it began.
So, if anyone wants to binge Season Two and Three with me, provided you fill me in on all the little details I might miss (off the record, of course), I’m in! :)
While we don’t have any White Lotus characters in this issue, we do have a great lineup of features to choose from.
In this issue, we had the pleasure of speaking with Omer Acar, CEO of Raffles and Fairmont, about his global strategy to redefine luxury hospitality with purpose and precision. We look into recent travel trends during Ramadan from a tourism perspective, with some surprising findings on dine-in behaviour. Plus, we explore a fascinating study by Four Seasons examining core sleep patterns, guest well-being, and how hotels can respond to these insights. And there’s plenty more.
As always, I hope you enjoy this issue and I hope to see many of you later this month at the Leaders in Hospitality Awards.
SEYMONE L MOODLEY EDITOR-IN-CHIEF seymone@bncpublishing.net
Seymone Leigh Moodley seymonemoodley
ZETA SEVENTY SEVEN LAUNCHES THE WORLD’S FIRST FLOATING YOGA & PILATES CLASS AT THE WORLD’S HIGHEST OUTDOOR
INFINITY POOL
Soar above the clouds and discover a new take on wellness at ZETA Seventy Seven in Address Beach Resort. The stunning destination is set to make history once again with the launch of Dubai’s first-ever Floating Yoga & Pilates experience at the world’s highest outdoor infinity pool. In collaboration with Super SupFit, renowned for its boutique fitness sessions on stand-up paddle boards at luxurious destinations, this innovative event offers a chance to elevate your fitness routine while soaking in breathtaking views of the Arabian Gulf and the Dubai skyline.
DUBAI COLLEGE OF TOURISM COLLABORATES WITH MARRIOTT INTERNATIONAL TO LAUNCH NEW HOSPITALITY APPRENTICESHIP PROGRAMME FOR EMIRATIS
Dubai College of Tourism (DCT), part of the Dubai Department of Economy and Tourism (DET), has collaborated with Marriott International to launch a new Hospitality Apprenticeship Programme for Emiratis, reinforcing their joint commitment to shaping the future of the UAE hospitality industry. This initiative, accredited by the UAE Ministry of Education, will provide students with a comprehensive education that blends theoretical learning with hands-on experience, setting them on a path to successful careers in the hospitality industry in Dubai and the wider UAE.
OPENINGS & LAUNCHES
IDeaS UNVEILS GROUNDBREAKING API DEVELOPER PORTAL TO REVOLUTIONIZE PARTNER INTEGRATIONS
IDeaS, a SAS company and the world’s leading provider of hospitality revenue management software, today announces the launch of its cutting-edge API data integration developer portal. This innovative platform is set to transform the hospitality technology landscape by enabling faster, more efficient data integrations and fostering unparalleled collaboration among technology providers across the ecosystem.
The Future Hospitality Summit Saudi Arabia, taking place in Riyadh, 11th –13th of May, will host the region’s first NextGen Investment Forum to address the challenges and opportunities surrounding education, training and talent retention in KSA’s growing hospitality sectors.
Investing in the next generation of leaders in hospitality is fundamental to delivering KSA’s Vision 2030 goals, according to industry experts, who will come together at FHS to explore and discuss issues such as bridging skill gaps, creating new pathways to career growth, empowering Saudi nationals and encouraging more women to take up a career in hospitality.
FHS
SPENCER WADAMA JOINS W ABU DHABI – YAS ISLAND AS THE NEW GENERAL MANAGER
W Abu Dhabi – Yas Island, the iconic five-star property on Yas Island, is delighted to announce the appointment of its new General Manager, Spencer Wadama.
With nearly three decades of experience in the hospitality industry, Spencer has a proven track record of driving operational excellence, enhancing guest experiences, and leading high-performing teams. In his new role, Spencer aims to elevate W Abu Dhabi – Yas Island through strategic leadership, innovative guest offerings, and a deep commitment to service excellence, leveraging his extensive expertise in the luxury hospitality sector.
EPIK FOODS ACQUIRES SAUCE CAPITAL
Epik Foods, the dynamic UAEborn F&B group has announced the acquisition of Sauce Capital, a prominent Abu Dhabi-based food group with a strong presence in Saudi Arabia. This milestone acquisition brings 15 new brands under the Epik Foods umbrella, reinforcing the group’s commitment to expanding its regional footprint and introducing diverse dining experiences. The acquisition marks a significant step in Epik Foods’ ongoing journey to build a portfolio of innovative, customerfocused concepts that resonate across the region.
HILTON APPOINTS ALESSANDRO
REDAELLI AS VICE PRESIDENT OF OPERATIONS FOR NORTH AFRICA & LEVANT
Hilton announced the appointment of Alessandro Redaelli as Vice President of Operations for North Africa and Levant, based at Hilton’s office in Cairo.
In his new role, Redaelli will be responsible for Hilton’s dynamic portfolio across North Africa and Levant, overseeing operations at 35 hotels across seven of Hilton’s marketleading brands, with almost 50 additional properties set to open in the coming years. His appointment marks the creation of a dedicated leadership role for North Africa and Levant, further strengthening Hilton’s operations in the respective key markets.
ROR Coffee Solutions, an Emirati-owned speciality coffee provider, has announced a landmark AED 30 million investment to accelerate its expansion and innovation strategy over the next five years. This funding will enhance the company’s presence across the MENA region and Europe while reinforcing its commitment to sustainability, ethical sourcing, and cuttingedge technology in the speciality coffee industry.
Power of Rest Unlocking the
Four Seasons uncovers Sleep Insights in the
GCC
After undertaking a GCC-wide Yougov survey, the leading luxury hospitality brand spotlights a series of core sleep patterns, challenges, and opportunities to enhance guest well-being.
As wellness continues to take centre stage in today’s world, the consistency and quality of sleep are becoming increasingly important in balancing the demands of fast-paced environments often associated with urban lifestyles in the GCC. To uncover more specific insights, Four Seasons recently commissioned a region-wide YouGov survey to explore sleep patterns and behaviours among GCC residents. The findings offer valuable insights, guiding Four Seasons in exploring how best to enhance offerings that prioritise quality rest for GCC guests, both within the region and across its global properties.
The State of Sleep in the GCC
The survey of 2,727 respondents reveals core insights into the region's sleep habits:
> Quantity of Sleep: While 51% of respondents report sleeping six to eight hours per night, only 19% achieve the recommended eight or more hours per night and 24% consistently sleep less than six hours per night.
> Sleep’s Importance: 62% of GCC respondents consider sleep “very important” to their overall well-being, with women (67%) prioritising it more than men (59%). Married individuals with children (65%) place higher importance on sleep than singles (55%).
> Symptoms of Sleep Deprivation: Fatigue (58%), headaches (56%), and low energy (52%) are widespread among those experiencing insufficient rest. Notably, 65% of respondents aged 45 and above report feeling fatigued, compared to an overall average of 48%.
> Regional Variations: Sleep patterns differ across the GCC, with respondents in Bahrain reporting the highest average sleep duration (56% getting 6-8 hours) compared to lower averages in KSA and Kuwait (48%).
A Home Away from Home
Understanding what makes a perfect night’s sleep allows hotels to fine-tune their offerings and provide a truly restful escape that feels just like home - or better. Here are some factors to consider:
> Key Amenities: In terms of important hotel amenities, GCC respondents cited high-quality mattresses and pillows (62%), temperature control (61%), soundproofing (53%) and blackout curtains (51%) as the most important contributors to a good night’s sleep at a hotel.
> Gendered Experiences: Men (53%) report better sleep quality in hotels compared to women (51%).
“Understanding what makes a perfect night’s sleep allows hotels to fine-tune their offerings and provide a truly restful escape that feels just like home - or better.
The Role of Sleepcations in the Hospitality Industry
The survey reveals a growing awareness of quality sleep as a cornerstone of overall wellness. High-level professionals and travellers are increasingly seeking “sleepcations,” short stays designed to optimise rest and rejuvenation. Four Seasons properties are uniquely positioned to meet this demand by addressing common sleep barriers with offerings that include:
> Signature Four Seasons Mattresses: Four Seasons beds are designed for maximum comfort, with three customisable mattress toppers available to every guest, including Signature, Plush, or Firm.
> Luxurious Linens and Robes: Highthread-count sheets and plush robes enhance comfort, making bedtime feel indulgent and restorative.
> Enhanced Sleep Environments: Incorporating double-walled windows for soundproofing, in-room temperature controls, and blackout shades.
> Targeted Offerings: Recognising that women and families with children value sleep highly, properties can introduce gender-specific amenities and familyfriendly packages to ensure restful stays for these demographics.
Sleep at Four Seasons
To further elevate sleep quality, Four Seasons provides a selection of sleepfocused experiences at select properties, allowing guests to discover personalised approaches that align with their wellness needs:
> Sleeping Ritual at Four Seasons Resort Dubai at Jumeirah Beach: The Pearl Spa offers a Sleeping Ritual comprising a relaxing tea ritual, foot bath, aromatic breath exercise, 20-minute back massage, and 20-minute scalp massage.
> Custom Pillow Menu at Four Seasons Hotel Bahrain Bay: Guests can choose from a specially curated pillow menu tailored to individual sleep preferences, including options like the Symphony Pillow for all-night support, the Long Hug Pillow for added comfort, and the V-Shape Back Support Pillow for proper neck and shoulder alignment.
> The Pearl Spa & Wellness at Four Seasons Hotel Abu Dhabi at Al Maryah Island: Guests can enjoy sound healing therapy, guided meditation, and personalised yoga sessions to reduce stress and enhance overall sleep quality.
> Wellness Programmes at Four Seasons Hotel Amman: Complimentary night stretching classes, yoga, and meditation sessions are available for in-house guests to enhance sleep quality.
With sleep tourism emerging as a significant trend, Four Seasons focuses on ensuring guests enjoy the most restful night’s sleep through unparalleled luxury, customisable sleep amenities, and renowned personalised service. By leveraging these insights, Four Seasons seeks to empower guests to unlock the restorative power of rest, enhancing both their health and productivity.
THE LATEST ADDITIONS from MELIÁ and ME HOTELS
Meliá Hotels International and its lifestyle brand ME by Meliá continue to expand their global footprint with a series of exciting new openings. From vibrant city escapes to serene coastal retreats, these upcoming properties promise bold design, exceptional service, and unique guest experiences worth looking out for.
Meliá Pattaya Hotel, The Level One Bedroom Suite
With a design inspired by Pattaya’s attractions and melting pot history and culture, and an eclectic dining landscape including a beach club, Meliá Pattaya Hotel is slated to open Q1 2025. Situated in vibrant Pattaya, a short drive from Bangkok, on the Gulf of Thailand’s east coast, the hotel stands 12 stories high on Second Road, also known as Pattaya Sai Song. In addition to the sun-soaked beach club fronting Pattaya Beach, Meliá Pattaya Hotel will also cut the ribbon on 234 contemporary rooms and suites,
a rooftop restaurant, an executive lounge, a vast swimming pool with an enchanting adjacent bar and function lawn, Meliá’s signature YHI Spa, kids club Kidsdom, a fully-equipped gym, coworking area, collection of versatile meeting spaces and more. Meliá Pattaya Hotel’s debut follows the rollout of Meliá Koh Samui in 2020, Meliá Chiang Mai in 2022 and INNSiDE By Meliá Bangkok Sukhumvit in 2023 in Thailand under the ownership of Asset World Corporation (AWC).
Images courtesy of Meliá Pattaya Hotel
Meliá Pattaya Hotel
Opening in the heart of the historic Portuguese capital in early 2025, ME Lisbon will showcase the brand’s signature avant-garde design and cultural programming, as well as world-class gastronomic concepts, a Radio Rooftop Bar with panoramic views, and over 600m2 of meeting and event space.
The 213-key property features rooms and suites ranging from 31 - 138 sqm. Restaurants include Fismuler, an awardwinning restaurant from the La Ancha Family Group making its debut outside of Spain; and Attiko, a rooftop restaurant launching for the first time in Europe. Attiko, by Chef Moon, currently has a sister restaurant in W Dubai.
Further development plans for ME by Meliá include Spain – with ME Málaga opening in Q1 2025 and ME Marbella following in Q2 2025 – as well as Greece, Albania, and China. The brand will also bolster its presence in Mexico, with ME Guadalajara and ME Sayulita both set to launch in 2025.
Joining ME Cabo, these new Mexican properties further fortify Meliá’s expansion into Mexico, where it is expected to double its presence in the next two years.
Images courtesy of ME Lisbon
ME Lisbon
Mastering the Art of Travel
As travel trends evolve, Collinson International – a global company dedicated to helping travellers move with ease and confidence – guides travellers on how to become savvy in 2025. From smart card spending and flight booking to travel insurance and pre-airport preparation, these insights ensure seamless, cost-effective, and enjoyable trips.
Expedia’s Unpack ’25 report reveals key travel trends for 2025, focusing on travellers from the UAE. One significant trend is the rise of Detour Destinations – lesser-known, tranquil locations offering an escape from crowded tourist hotspots. According to the report, 49% of UAE travellers say they are likely to visit a Detour Destination on their next trip. Popular choices include destinations like Reims, France, Brescia, Italy and Santa Barbara, USA.
As more travellers seek relaxed, enriching experiences, Detour Destinations are set to become popular choices for 2025. This shift is driven by a desire for tranquillity and a growing trend of mindful, conscious travel.
Booking flights to these lesser-known yet accessible locations can be costly, with transfers and car rentals often required. However, travellers can save by using flight comparison websites (Skyscanner, Google Flights, Kayak) and setting up price alerts to track fluctuations. Flexibility is key: consider flying to alternative airports or choosing flights with layovers, which are often cheaper than direct flights. Additionally, airlines offering no-change fee options provide peace of mind if plans change unexpectedly. For added convenience, Priority Pass members can take
advantage of preferential rates for car rentals at over 50,000 locations worldwide, a service provided in partnership with CarTrawler.
Hilton’s 2025 Travel Trends report highlights that travellers from the UAE are increasingly prioritising rest and relaxation during their holidays. The research found that 81% of UAE travellers value pampering during their trips, with 71% enjoying a day lying on the beach or by the pool. Additionally, 43% book wellness or spa experiences to enhance sleep during their travels, reflecting how travellers prioritise wellness and rejuvenation when it comes to holidays.
The airport experience plays a crucial role in how relaxed or stressed your journey will be. As travel anxiety rises, airports are improving passenger well-being. For example, Dubai Airports recently launched yoga sessions and cycling experiences to help travellers de-stress before their flights. Another key trend in 2025 is long-haul travel, with more travellers seeking adventures beyond familiar regions. This shift reflects a desire to expand horizons and immerse in new cultures. Along with this, unique experiences are top of mind for many, with one in four travellers planning outdoor adventures or cultural activities off the beaten path.
As travellers venture on action-packed trips, travel insurance becomes essential. While only 7% of UAE residents consider it a desirable feature when choosing a new payment card, travel insurance is crucial for protecting against disruptions such as medical emergencies, trip cancellations and lost luggage. Comprehensive coverage should include medical expenses abroad, emergency evacuation, and personal liability. Many premium travel credit cards offer built-in travel insurance when booking flights, hotels, or car rentals, providing coverage without additional costs.
The rise of solo travel is another emerging trend. Many travellers are seeking authentic connections, and operators like G Adventures now offer small-group tours that transform strangers into a close-knit crew. This growing trend reflects a desire for shared experiences, fostering meaningful relationships and friendships.
This trend ties into the challenge of digital disconnect. A significant number of UAE travellers struggle to disconnect from their digital devices, with 58% admitting they find it hard to reduce phone use on vacation. Nearly half of UAE residents report difficulty switching off entirely, even on holiday. To address this, airports are adding amenities to promote relaxation, with airport lounges becoming essential spaces for stress-free travel.
According to Skift, global travel spending is expected to increase by 9%, highlighting that travel remains a vital experience in helping people feel connected and recharged. Collinson International is every traveller’s helping hand and leveraging tools like Priority Pass memberships, rewards cards and comprehensive travel insurance to ensure travel is smoother, more affordable and ultimately more rewarding is key. Prioritise well-being, book flights smartly, and invest in the right tools to ensure a seamless and enjoyable travel experience.
One Leader. Two Icons.
Inside Omer Acar’s bold blueprint for Raffles and Fairmont Hotels & Resorts
BY SEYMONE L. MOODLEY
OMER ACAR, CEO of Raffles & Fairmont Hotels
In the ever-shifting landscape of luxury hospitality, where experience is currency and perception is power, few leaders have mastered the balancing act between heritage and innovation quite like Omer Acar, the globally respected CEO of Raffles & Fairmont Hotels & Resorts.
To lead not one, but two of the world’s most storied luxury hotel brands is no small undertaking. Each name carries a weighty legacy. Each has set the stage for some of history’s most iconic gatherings, groundbreaking events, and unforgettable personal milestones. Yet Acar brings a clarity of vision that transcends nostalgia.
He isn’t here to preserve a golden age of hospitality. He’s here to define its next era.
Two Icons
Raffles and Fairmont. Just the names evoke cinematic grandeur, storied lobbies, and impeccable service. However, while the brands share a position at the pinnacle of luxury, their DNA could not be more distinct.
“Raffles is a brand of inspiration and elegance, wrapped in enchanted glamour,” Acar tells me. “It offers an escape into a curated world where each stay is like stepping into a story. On the other hand, Fairmont is about energy and community. It’s where cities gather, where life’s most meaningful celebrations unfold.”
Under Acar’s leadership, both brands are being propelled into bold, ambi-
tious chapters with expansion plans stretching across North America, the Middle East, Europe, and Asia. But rather than treat growth as a numbers game, Acar’s approach is strategic and thoughtful. His goal? Not just market penetration, but cultural resonance.
“Our strategy is never about planting flags. It’s about creating experiences that feel tailor-made for the places and people we serve.”
“Our strategy is never about planting flags. It’s about creating experiences that feel tailor-made for the places and people we serve.
Raffles Udaipur
Raffles Spa Relaxation Area, Raffles Udaipur
Raffles Spa Reception, Raffles Udaipur
Purposeful Growth, Global Footprint
With only 23 Raffles properties worldwide, the growth potential is immense. However, Acar is meticulous in how and where the brand expands. In the last 18 months alone, Raffles has opened in London’s historic OWO, Boston, and two Indian cities, Udaipur and Jaipur. In the pipeline: Saudi Arabia, North America, and perhaps most intriguingly, the possibility of a Raffles ski resort in the American West.
“The opportunities are endless, but with Raffles, everything must be intentional,” he says. “It’s not just about luxury. It’s about soul.”
Fairmont, by contrast, is already a global force, with 88 hotels across 30 countries. But Acar sees white space still to be filled.
“In India, we’re expanding from one to five hotels. In Saudi Arabia, we’re building momentum. In the U.S., the transformation of Fairmont Breakers Long Beach and the groundbreaking of Fairmont New Orleans are symbolic of where we’re headed: new icons for a new generation.”
Each new property isn’t just a place to stay, it’s a declaration of intent.
Heritage Meets Tomorrow
Perhaps one of Acar’s most admirable qualities is his deep reverence for heritage, without being shackled by it.
He’s as comfortable referencing Raffles Singapore’s storied 1887 beginnings as he is discussing the fashion-forward “The Butler Did It” campaign that reintroduced Raffles’ legendary service with modern flair.
“Legacy is a gift, not a limitation. It’s our responsibility to evolve that legacy into something meaningful for today’s traveller.
ONE LEADER, TWO ICONS
“Legacy is a gift, not a limitation,” he reflects. “It’s our responsibility to evolve that legacy into something meaningful for today’s traveller.”
For Raffles, that evolution means a bespoke, immersive guest experience: from marine butlers educating guests on responsible snorkelling to eliminating buffets in favour of a la carte menus with locally sourced produce. It’s a new kind of luxury- experiential, intentional, and surprising.
Fairmont, meanwhile, leverages its role as the epicentre of city life. From iconic lobby parties to high-stakes diplomatic meetings, Fairmont properties have long hosted the pulse of their communities. Now, through innovations like Fairmont Gold, a “hotel within a hotel”, Acar is ensuring that even large-scale properties feel intimate, personal, and memorable.
Sustainability as a Brand Standard
In a sector where opulence often clashes with environmental concern, Acar sees no contradiction.
“Luxury and sustainability are not at odds, they’re complementary,” he says.
Both brands fall under Accor’s ambitious ESG strategy, but each interprets sustainability through its own lens. At Raffles, circular economy practices, architectural sustainability from the outset, and hyperlocal food sourcing are standard. At Fairmont, the focus is on renovation, innovation, and scale.
The jewel in this effort: the Fairmont Royal York in Toronto, which, through a multimillion-dollar retrofit, is set to reduce 80% of its annual carbon emissions, the equivalent of removing 1,558 cars from the road.
“This isn’t just marketing. It’s impact. And that’s the kind of leadership we want to show.”
More importantly, Acar calls for industrywide collaboration, noting that “in sustainability, cooperation must eclipse competition.”
Hospitality Powered by Humanity
For all his strategic precision, Acar’s philosophy rests on something deeply human.
“In an age of automation and AI, what makes luxury unforgettable is the people behind it.”
Whether it’s a Raffles butler texting a guest to confirm a dinner reservation or a Fairmont Gold concierge remembering your preferred tea, Acar believes in empowering his teams to deliver authentic, anticipatory service.
He speaks with admiration about his time visiting Fairmont The Palm in Dubai, where staff instinctively set his breakfast table just the way he likes it. “Those gestures create emotional connections. That’s loyalty. That’s love.”
He’s equally passionate about internal leadership. “Great hospitality begins behind the scenes. If we inspire our teams, they’ll inspire our guests.”
His leadership philosophy is clear: elevate the people, and the brand will follow.
Looking Ahead
As 2025 approaches, the brands’ future looks not just expansive, but transformational.
Raffles will return home to Singapore with the unveiling of Raffles Sentosa, a 62-villa sanctuary overlooking Tanjong Bay, dedicated to wellness and private seclusion. In Jeddah, a culturally rich hotel will celebrate Saudi art and craftsmanship.
Meanwhile, Fairmont’s debut in Japan, with a striking Tokyo property near Rainbow Bridge, and its first in the Czech Republic, Fairmont Golden Prague, will usher in a new era of East-meets-West grandeur. In Spain, Fairmont La Hacienda Costa del Sol will reinterpret Mediterranean joy with Andalusian flair.
This is more than a pipeline. It’s a global repositioning anchored by vision and driven by purpose.
Omer Acar isn’t merely guiding Raffles and Fairmont through market expansions and brand refreshes. He is redefining what global luxury hospitality looks and feels like in this century.
He is doing so with courage, clarity, and most of all, conviction.
In a world where travellers seek more than just five-star service, Acar’s legacy will be defined not by the number of hotels he opens, but by the worlds he creates within them.
He’s not just leading a brand. He’s shaping the future of hospitality.
DURING RAMADAN DROP 15% IN DUBAI Dine-In Orders
Ramadan is reshaping the UAE food service market, which was valued at $16.58 billion in 2024 and is projected to reach $50.21 billion by 2033, growing at a CAGR of 12.20%. Recent data from Syrve MENA, a leading restaurant software provider in the Middle East, reveals notable shifts in consumer behaviour during this holy month.
Syrve MENA reported a 15% decrease in dine-in restaurant orders in Dubai during Ramadan compared to the rest of the year. This pattern suggests that residents often prefer evenings with family instead of dining out. While the data doesn't explicitly confirm that people prepare Iftar meals at home, the decrease in restaurant visits indicates that evening meals typically occur at home or with guests.
Despite declining restaurant orders, the food delivery sector has demonstrated resilience, as evidenced by
the differing peak hours across various cuisines and locations. According to Syrve MENA's internal data, venues in mall locations show a 13.6% increase in delivery orders during Ramadan compared to regular periods. For example, food halls received approximately 26.7% of their orders between 19:00 and 21:00 during Ramadan. Middle Eastern restaurants, which locals prefer for Iftar, showed a significant concentration of orders during late-night hours, with 51.3% of their total orders occurring between 23:00 and 03:00 during Ramadan.
This pattern aligns with broader regional trends. Restaurants in Saudi Arabia also experience peak demand before Iftar and late at night. Food delivery orders in the MENA region typically surge between 8:00 PM and 11:00 PM, reflecting the cultural importance of breaking fast together. Traditional dishes dominate Ramadan orders, with Samosas, Mahshi, Knafeh, Opor Ayam, and Rendang being popular Iftar choices.
Restaurants also experienced an average decline of approximately 11% in dine-in orders across different cuisine types compared to regular weeks. This trend varies by restaurant category: Middle Eastern cuisine (20.6%), Italian cuisine (10.8%), Indian (7.6%), and Central Asian cuisine (5.1%). While some establishments maintain stable delivery numbers, overall patterns shift during fasting hours.
At the same time, average dine-in order values show a slight overall increase of approximately 5.3% during Ramadan. “The average order value across Syrve MENA clients' restaurants for delivery during Ramadan is 140.34 AED, while for dine-in, it is 158.00 AED. While most of our clients experienced decreased dine-in orders, 13.6% of establishments saw a rise in
ALEX PONOMAREV, CEO of Syrve MENA
DESPITE DECLINING RESTAURANT
ORDERS, THE FOOD DELIVERY SECTOR HAS DEMONSTRATED RESILIENCE, AS EVIDENCED BY THE DIFFERING PEAK HOURS ACROSS VARIOUS CUISINES AND LOCATIONS.
delivery despite slightly lower order values,” said Alexander Ponomarev, CEO at Syrve MENA.
These trends reflect the broader cultural impact of Ramadan on dining habits in the MENA region. With 54% of consumers in Saudi Arabia and the UAE planning to share more meals with family and
friends and 41% of UAE residents expecting to increase spending, the food service industry continues adapting to these seasonal changes. The projected 52% rise in online grocery sales results from the growing preference for convenient dining solutions during the holy month, as consumers opt for home-cooked meals and traditional dishes during Ramadan.
PHISHING & SCAMS IN HOSPITALITY
WHY AWARENESS IS YOUR BEST LINE OF DEFENCE
BY MARTIN KUBLER, CHIEF SLOTH AT THE GLUTTONOUS SLOTH, HORECA CONSULTING WITH ATTITUDE
In today’s connected world, hotels have become increasingly attractive targets for cybercriminals. Among the most common and dangerous threats are phishing scams - deceptive tactics that exploit human error to gain access to sensitive information or financial resources. From guest data to internal systems, hotels have a lot to protect - and often, not enough safeguards in place. In the Middle East’s often hectic hotel markets, which feature guests and staff from a larger mix of countries than many other locations around the globe, extra risks exist. Here’s why the industry is vulnerable and how hotel professionals can stay ahead of the risks.
The hospitality industry presents a perfect storm for cybercriminals. Several operational realities make hotels particularly susceptible to phishing attacks:
> High Staff Turnover: With seasonal staff and frequent changes, cybersecurity training often falls behind.
> Multiple Data Touchpoints: Guest information passes through many hands - reception, reser-vations, housekeep-
ing - each one a potential entry point.
> Vendor Dependencies: Hotels rely on a variety of external partners, which scammers can im-personate with relative ease.
> Outdated Systems: Legacy property management systems may lack modern cybersecurity fea-tures.
> Urgency Culture: Hotel staff are trained to respond quickly - exactly the kind of environment scammers exploit.
Additionally, in the UAE and many other Middle Eastern markets, often employ more expatriate workers from diverse linguistic and cultural backgrounds. This can create communication gaps or misunderstandings—especially when phishing emails are written in imperfect English but still ap-pear “official.” Employees unfamiliar with the nuances of phishing language might not recognise red flags. Also, in many Middle Eastern cultures, hierarchical respect is deeply embedded in the workplace. This makes Business Email Compromise (BEC) attacks particularly effective - staff may be more likely to follow a directive from someone posing as a GM or area director without ques-tioning its legitimacy. Personally, I feel that there’s also an overall culture that normalises digital behaviour, which is frowned upon in many other parts of the world. For example: How many times in the past year have you sent your passport or ID card copy to a company/ individual via email or WhatsApp? It’s still relatively normal in the Middle East, yet virtually unheard of in Europe. At the same time, the region is home to a concentration of luxury properties and high-net-worth clien-tele. This makes hotels in the Middle East attractive to attackers not only for the data they hold but also because phishing messages can be crafted to appear as urgent or elite guest service issues - further reducing suspicion.
Understanding the typical scams can help you recognise red flags before damage is done:
> Email Phishing: Spoofed emails that appear legitimate, prompting users to click malicious links or attachments.
> Business Email Compromise (BEC): Fake requests from ‘executives’ for wire transfers or gift cards.
> Spear Phishing: Highly targeted emails referencing real people or events.
> Fake Attachments: Job applications or invoices with embedded malware.
> Phone-Based Scams: Imposters pretending to be IT staff or vendors seeking credentials.
If you think that you’re immune from falling victim to scams and frauds, think again. Unfortunately, the hotel industry has already seen high-profile and costly examples of phishing and scam-related breaches. One of the most notable cases was the Marriott International data breach, which began as early as 2014 but was only discovered in 2018. The breach, which affected over 500 million guests, involved compromised login credentials - likely obtained through phishing or other social engineering tactics. Smaller hotels have also been hit. For instance, a boutique hotel in the UK lost over £100,000 after receiving what appeared to be a legitimate invoice from a regular supplier, which turned out to be a spoofed email from a fraudster. In another case, a hotel group in the U.S. had to shut down part of its reservation system for days after an employee opened a malware-infected resume attachment, leading to ransomware being deployed across its network. These incidents highlight that no hotel is too large - or too smallto be targeted.
Cybersecurity doesn’t have to be complicated, but it must
be consistent. Here are practical ways hotels can protect themselves:
> Offer regular training for staff on recognising phishing attempts. Some great tools to use here are services like phished.io or Hoxhunt, which automate cybersecurity training and make it a lot of fun.
> Use multi-factor authentication for all essential systems.
> Establish clear internal procedures for verifying payment or bank detail changes.
> Restrict access to sensitive systems based on roles.
> Keep all software and systems up-to-date.
> Have an incident response plan ready - and test it periodically.
Hotels operate in a fast-paced, guest-centric environment - but that doesn't mean cybersecurity should take a back seat. With the right training, tools, and awareness, the risk of falling for phishing and similar scams can be drastically reduced. In the hospitality industry, protecting guests starts with protecting their data.
BUBBLING UP Champagne’s Evolution on Local Menus
Champagne has always been synonymous with celebration, luxury, and prestige. Yet, for many years, the local market had access to only a limited selection of renowned champagne houses, resulting in restaurant wine lists that looked almost identical. While these brands introduced guests to exceptional champagne, they also created a somewhat narrow perception of what champagne could be.
Today, that landscape is shifting. The UAE has emerged as a major player in the global champagne market, with imports surging from 1.9 million bottles in 2022 to 2.8 million in 2023. The country is now on track to enter the top 10 Champagne-consuming nations worldwide – a testament to the growing enthusiasm for this extraordinary wine. But it’s not just about volume; it’s about diversity.
The Rise of Grower Champagnes
One of the most exciting developments in recent years is the rising popularity of grower Champagnes – boutique, terroir-driven wines crafted by independent producers who cultivate their own grapes and oversee the entire winemaking process. Unlike the large champagne houses that source fruit from multiple vineyards to ensure consistency, grower champagnes offer a more expressive and unique taste of the land.
Distributor like Champavin and champagne educator like ChampagneSmart have played a crucial role in this transformation, expanding access to artisanal labels and educating consumers. As a result, grower champagnes are now a prominent feature in top restaurants, private collections,
and luxury hospitality venues. This shift reflects a broader consumer trend – people are seeking authenticity, craftsmanship, and a deeper connection to what they drink.
A More Adventurous Consumer
A decade ago, champagne offerings in the region lagged behind global trends. But thanks to the efforts of sommeliers, wine educators, food critics, and distributors, that gap has narrowed significantly. The influx of new residents to Dubai has also accelerated change, bringing a more adventurous mindset to champagne consumption.
There’s a growing demand for low-intervention, low-sulfite, and low-dosage champagnes, mirroring global trends toward more natural winemaking. Consumers from Russia and Asia are already familiar with grower champagnes, as these wines were widely available in their home countries. Their influence, combined with a new generation of consumers who are eager to explore, is reshaping the way champagne is enjoyed in the region.
Champagne as a Full Dining Experience
Once limited to aperitifs and celebrations, champagne is now taking centre stage in full dining experiences, with restaurants curating thoughtful pairings that highlight its versatility. Rich, creamy cheeses like Brillat-Savarin find an ideal match in Rosé de Saignée Champagne, where the wine’s acidity and red fruit notes cut through the cheese’s
There’s a growing demand for lowintervention, low-sulfite, and low-dosage champagnes, mirroring global trends toward more natural winemaking.
luscious texture. For heartier dishes, lamb chops pair beautifully with rosé champagne, as its depth and structure enhance the meat’s richness. Even fried foods are being reimagined alongside champagne, with crisp Blanc de Blancs proving to be an unexpectedly perfect complement to fried chicken or simple French fries, its bright acidity balancing the fat for a refined yet playful contrast. These creative pairings are redefining champagne’s role at the table, challenging traditional perceptions and expanding the possibilities of how it can be enjoyed.
The Future of Champagne on Menus
Restaurants are also redefining their champagne programs by moving away from predictable selections and embracing Champagne maps and regional diversity. This shift allows venues to curate wine lists based on their cuisine and identity, rather than defaulting to familiar labels.
Producers like Henri Giraud from Aÿ are at the forefront of innovation, gaining traction for their oak-aged Blanc de Blancs and Ratafia Champenois, a fortified wine that has found its way onto pairing menus. These unique offerings showcase the depth of champagne beyond the classics.
BEN KOUIDER, Founder, ChampagneSmart & Champavin
A Bright Future Despite Challenges
The upcoming reintroduction of the 30% alcohol sales tax in 2025 will undoubtedly impact champagne prices, but the demand for quality remains strong. Consumers today are more willing to invest in exceptional, terroir-driven champagnes, and if producers, distributors, and restaurants work together, the impact on accessibility can be minimised.
The evolution of champagne on local menus is not just about drinking trends – it’s about storytelling, craftsmanship, and experience. As the region continues to embrace this transformation, champagne is moving beyond its role as a celebratory drink and cementing itself as a dynamic, versatile, and essential part of the dining experience.
HOW TEAM DEVELOPMENT DRIVES SUCCESS and PROFITABILITY
BY SHERIF KASSEB, GENERAL MANAGER AT RIXOS
RAS
KHAIMAH
In today’s hospitality industry, the key to success isn’t just about having a great strategy - it’s about having a great team. As guest expectations continue to rise and operations become more complex, it’s the hotels that invest in their people that stand out. Strong, well-trained teams don’t just provide better service; they create memorable guest experiences and drive long-term profitability. In fact, a report by Deloitte found that 94% of executives and 88% of employees believe a strong organisational culture is crucial to business success, with team dynamics at its core.
There’s no doubt about it - developing our teams directly impacts our bottom line. When employees are engaged, the results speak for themselves. When teams are highly engaged, the business is undoubtedly more profitable, proving that when our staff feel valued, motivated, and supported, our business thrives.
The Link Between Team Development and Employee Engagement
In my experience, engaged employees don’t just clock in and out - they take pride in their work and genuinely care about the guest experience. That level of commitment starts with investing in team-building initiatives, training, and fostering a strong workplace culture. Studies support this too with research showing that a positive workplace culture leads to a 36% higher employee retention rate. When we create an environment where employees feel supported, they don’t just stick around - they flourish. The message is clear: when we invest in our teams, we strengthen both our culture and our business performance.
Fostering a Collaborative Culture to Drive Innovation Collaboration isn’t just a buzzword - it’s essential for innovation. When departments work together, share ideas,
AL MAIRID
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and communicate openly, we can solve problems faster and adapt more easily to industry shifts. McKinsey & Company found that organisations prioritising collaboration can see a 20-30% increase in productivity. This isn’t just theory; I’ve seen first-hand how breaking down silos and encouraging cross-team communication leads to fresh ideas and better problem-solving.
The Power of Cross-Training in Hospitality
In hospitality, adaptability is everything. Whether it’s managing unexpected staff shortages or handling peak seasons, cross-training gives teams the flexibility to keep operations running smoothly.
According to studies, cross-training optimises resource allocation and ensures a seamless guest experience. These employees are more engaged and less likely to leave, helping us reduce turnover. Investing in structured cross-training programs not only improves service levels but also prepares team members for leadership roles, fostering a culture of continuous learning and growth.
Enhancing Efficiency and Cost Management
When we prioritise team development, we’re not just creating a positive work environment - we’re also improving efficiency and managing costs more effectively. Training programs streamline operations, reduce redundancies, and optimise staffing, leading to tangible cost savings. Linked-
In’s research highlights that strong teamwork initiatives enhance a company’s reputation, motivating employees and increasing retention. And as we all know, retaining staff means lower recruitment and training expenses, allowing us to reinvest in our teams and guest experiences.
The Role of Team Development in Customer Service Excellence
At the heart of hospitality is great service, and great service starts with well-trained, engaged employees. When we create a culture where our teams take pride in delivering exceptional guest experiences, we build long-term guest loyalty. Additionally, businesses that invest in staff training for service enhancement see a 63% higher customer retention rate. Whether it’s through role-playing scenarios or real-time customer service simulations, continuous training ensures our staff are equipped to exceed guest expectations.
Turnover and Increasing Employee Retention
Turnover is one of the biggest challenges in our industry, and we all know how costly it is to constantly recruit and train new employees. The good news? Investing in professional development makes employees more likely to stay. And it’s not just about training - recognition and rewards also play a huge role. Hotels that implement structured recognition programs, like performance incentives and career development awards, see noticeable increases in employee engagement and retention.
SHERIF KASSEB, General Manager at Rixos Al Mairid Ras Al Khaimah
Long-Term ROI of Team Development
There’s no question that investing in our teams pays off. Research shows that businesses offering comprehensive training programs experience a 27% lower turnover rate. Hospitality Insights also reports that hotels with structured team development initiatives see a return on investment ranging from 10% to 40% - clear evidence that when we invest in people, we see real financial benefits.
Leadership development is another key factor. Properties that integrate leadership training into their frameworks report higher internal promotion rates, reducing recruitment costs and ensuring leadership continuity.
At the end of the day, a hotel is only as strong as its team. By fostering collaboration, enhancing employee engagement, and prioritising continuous learning, we don’t just improve our operations- we build a culture where employees feel valued and guests feel welcomed.
The data is clear: investing in our teams leads to higher productivity, better guest experiences, and stronger financial performance. If we want to stay ahead in this competitive industry, we must make team development a priority. Because when our employees thrive, our business thrives.
Deliveroo for Work (DFW), the corporate division of the well-known food delivery platform, has expanded its services beyond meals to include office supplies and a selection of non-food items. The move reflects a broader shift in corporate consumption habits and highlights a strategic push by the company to diversify its offering at a time when workplace dynamics and procurement models continue to evolve.
The expansion allows businesses to order items such as cleaning products, stationery, flowers, and pharmacy goods through the Deliveroo app, in addition to meals and snacks. It is a response to growing demand from companies seeking a centralised system for managing everyday workplace needs. What was once a platform for ordering lunches or team breakfasts is increasingly being used to stock pantries, coordinate birthday celebrations, and facilitate in-office events.
Francis Henderson, Head of Deliveroo for Work Middle East, noted that the way businesses operate is changing, and that there is a greater need for streamlined, flexible systems that reduce operational complexity. "We are committed to providing a seamless and efficient solution for companies looking to simplify their workplace management," he said.
The shift is part of a wider trend within platform-based service providers that are extending their reach into adjacent categories in order to retain users and increase the lifetime value of corporate clients. For companies like Deliveroo, which operates on high-frequency, high-convenience models, diversification into non-food categories is a logical step. It also offers a potential buffer against seasonal fluctuations in food delivery and opens the door to new revenue streams.
This type of expansion is also a reflection of how corporate procurement has changed. As hybrid working models become more common, many businesses are reassessing how they support their employees — both in and out of the office. There is a growing expectation for workplaces to offer thoughtful amenities and create environments that promote comfort, convenience, and well-being. Services that can consolidate multiple procurement needs into one platform help businesses manage this complexity more efficiently.
The integration of retail and office supply items into Deliveroo for Work also offers practical advantages. Companies benefit from simplified invoicing, centralised expense reporting, and a reduction in administrative overhead. Instead of managing multiple suppliers and delivery schedules, businesses are able to access a broad range of goods and services through a single interface, with unified payment terms and consistent delivery standards.
Importantly, this move positions Deliveroo for Work within a broader conversation about the future of workplace services. As companies continue to streamline their operations and seek cost-effective ways to manage employee engagement and office management, platforms that offer wider solutions are likely to play a more prominent role.
While this expansion may seem like a small operational adjustment, it signals a larger shift in how on-demand platforms are evolving to remain relevant in the business-to-business space. By diversifying their offerings, companies such as Deliveroo are not only adapting to customer demand but are also finding new ways to remain competitive in a market where flexibility and breadth of service are increasingly valued.
CHEF OSMAN MEET SEZENER
Who’s cooking
The celebrated Consulting Chef known for blending tradition with bold innovation.
At Desert Rock Resort in Saudi Arabia’s Red Sea region, where sandstone cliffs rise from the earth like ancient sculptures, a new culinary experience is quietly making waves. At the heart of this dramatic desert landscape is Nyra, a restaurant that embraces elemental cooking in its purest form—where flames, smoke, and local ingredients are the stars of the show. Steering the vision is Chef Osman Sezener, the celebrated Consulting Chef known for blending tradition with bold innovation.
For Sezener, this isn’t just another restaurant project—it’s a deeply personal expression of his culinary identity. “Nyra is about creating something timeless,” he says. “It’s not just about food—it’s about fire, land, and memory.”
Long before he became a Michelin-starred chef, Sezener was shaped by his family’s legacy in Izmir, Turkey. His father’s Italian restaurant, Ristorante Pizzeria Venedik, has been a fixture in the city for over 45 years, earning a MICHELIN Guide recommendation and serving generations of loyal guests. “It’s where I learned that food is more than taste—it’s emotion, connection, heritage,” he reflects.
Sezener’s culinary education spans continents. After studying in New York at the French Culinary Institute and interning in Europe’s finest kitchens, he returned to Turkey with a vision to redefine local fine dining. That vision came to life with OD Urla, his flagship restaurant set among olive groves near the Aegean coast. Embracing a farm-to-table approach, OD Urla is now one of Turkey’s most celebrated restaurants, honoured with a Michelin Star, a Green Star, and the 2025 Michelin Sommelier Award.
At Nyra, Sezener brings the same philosophy—rooted in sustainability, locality, and authenticity—to the Saudi desert. Here, he explores what it means to cook with fire, not just as a technique, but as a form of storytelling. The menu is built around Saudi-sourced ingredients—camel milk, dates, zaatar—and seasonal produce found in nearby markets. His aim? To eventually source at least 80% of the ingredients from within the Kingdom.
“ It’s not just about food—it’s about fire, land, and memory.
“There’s a rawness to this place,” Sezener says, gesturing to the surrounding rock formations. “It demands honesty in the way we cook. Fire strips everything down to its essence.”
Nyra’s dishes mirror that ethos. Expect dry-aged meats kissed by embers, wood-fired seafood, and vegetables charred to perfection. Signature plates—like grilled octopus with smoked potato cream or braised beef cheek with Turkish coffee and barley—carry echoes of Sezener’s roots while honouring the local context. Even vegetarian dishes—like roasted celeriac or fire-grilled zucchini—are given space to shine.
Beyond technique and flavour, Nyra is designed to spark a connection—with nature, with people, and with the ancient rituals of cooking over fire. “The desert slows you down,” Sezener says. “It invites you to pause, to reflect. That’s what we want our guests to feel here.”
With a portfolio that includes OD Urla, Kitchen by Osman Sezener at The Bodrum Edition, and now Nyra at Desert Rock, Sezener continues to redefine what contemporary Turkish cuisine looks like. But in the stillness of the Saudi desert, where fire meets silence and food becomes a memory, it’s clear that Nyra holds something even deeper: a sense of place, purpose, and passion.
A Nation on the Rise
UAE tourism topped AED 45 billion in hotel revenues in 2024 as visitor numbers soared and new developments fuelled global appeal
The UAE’s tourism sector delivered a standout performance in 2024, reinforcing its position as one of the most dynamic contributors to the national economy. Hotel revenues reached approximately AED 45 billion—a 3% increase from the previous year—highlighting the country’s continued success in attracting travellers from around the world and delivering exceptional guest experiences. With world-class infrastructure, a diversified tourism offering, and a strong strategic vision, the UAE continued to pave the way for sustainable tourism growth.
His Excellency Abdulla bin Touq Al Marri, Minister of Economy and Chairman of the Emirates Tourism Council, credited this achievement to the UAE’s leadership and its commitment to innovation and resilience in the tourism sector. “The UAE continued to advance its national efforts to develop innovative tourism initiatives and projects, while strengthening collaboration with all relevant local and international tourism bodies,” said H.E. Bin Touq.
He added that the tourism sector remained a central pillar of the country’s economic strategy in 2024, supporting its transition towards a knowledge- and innovation-driven economy. Through sustainable policies, targeted investment, and strong public-private partnerships, the UAE laid the groundwork for long-term success across its tourism ecosystem.
In 2024, hotel occupancy rates across the country reached 78%, ranking among the highest both regionally and globally. This milestone reflected the UAE’s broad appeal—of-
fering everything from modern city breaks and luxury retreats to rich cultural experiences and natural adventures. The increase in occupancy was further supported by the opening of 16 new hotels across the seven emirates, bringing the national total to 1,251 hospitality establishments. Simultaneously, hotel room capacity expanded to 216,966, marking a 3% growth compared to 2023.
The rise in guest numbers was equally noteworthy. The total number of hotel guests in 2024 reached approximately 30.8 million, representing a 9.5% year-on-year
increase. Notably, this figure accounted for 77% of the hotel guest target set by the ‘National Tourism Strategy 2031’—a goal achieved seven years ahead of schedule. H.E. Bin Touq noted that this early success positioned the country well on its path to attracting 40 million hotel guests annually.
The performance in 2024 was further bolstered by the UAE’s efforts to promote tourism through dynamic marketing campaigns, new product development, and landmark events. These initiatives showcased the country’s most iconic destinations across all seven emirates, strengthening the UAE’s global tourism identity and building lasting connections with new and returning travellers.
Now, in 2025, the UAE is poised to build on this momentum with a packed calendar of events and strategic initiatives aimed at enhancing the visitor experience and further diversifying its offerings. A key highlight for the year is the designation of Al Ain as the Gulf Tourism Capital for 2025, a recognition that places renewed focus on the country’s cultural and natural heritage. This milestone is expected to stimulate interest in inland tourism, especially among visitors seeking authentic experiences beyond the major urban hubs.
The government continues to prioritise the development of niche tourism segments—including eco-tourism, adventure tourism, wellness travel, and cultural heritage experiences—while creating greater opportunities for Emirati talent and entrepreneurship in the sector. At the same time, it is actively fostering investment in new attractions and hospitality developments, ensuring the industry remains agile and futureready.
As the UAE progresses toward its goal of becoming the best tourism identity globally by the next decade, its results speak for themselves. The achievements of 2024 stand as proof of a destination
that not only delivers on its promises but constantly evolves to exceed expectations. With strong foundations in place and a clear vision for the future, the UAE’s tourism journey is set to inspire the world.
“The UAE continued to advance its national efforts to develop innovative tourism initiatives and projects, while strengthening collaboration with all relevant local and international tourism bodies.
MEETING THE EVOLVING NEEDS OF TRAVELLERS
The Middle East is experiencing a transformative moment in travel, fueled by rapid developments and a vibrant sense of reinvention. Travellers are drawn by the region's innovative hospitality, cultural richness, and the promise of meaningful, immersive experiences. This momentum is further validated by the region's global tourism recovery, with international arrivals exceeding pre-pandemic levels by 32 percent in 2024. Projections indicate this growth will continue, with a 3-5% increase in international tourist arrivals anticipated in 2025, reaffirming the Middle East's position as a leader in the global tourism landscape.
As visitor numbers rise, so does the diversity of traveller preferences and needs. Staying agile and responsive to these evolving demands is key to ensuring sustained growth and relevance, fostering trust, and ultimately building enduring brand loyalty.
The ‘trend’ that is here to stay
The rise of sustainability has moved far past the realm of being a passing preference, and rightly so. Sustainable preferences and practices have become an integral pillar of how the travel industry operates or strives to operate, and how travellers make decisions. From seeking more eco-friendly accommodation options to exploring local culture and communities as opposed to bigger cities; eco-consciousness is a large part of hospitality that is here to stay. Ensuring these efforts are communicated transparently with guests is just as big of a part of implementing and maintaining eco-friendly efforts. Transparency builds trust and allows travellers to align their values with their accommodation choices.
Panos Loupasis, Market Managing Director Türkiye, Middle East & Africa at Wyndham Hotels & Resorts, shares his insights on the changing travel preferences the industry is seeing across the region and beyond.
At Wyndham, we believe in leading by example, showcasing our commitment to sustainability through our Wyndham Green Certification programme. This allows guests to easily see a hotel’s sustainability rating, comprised of five progressive levels measuring energy and water conservation, waste diversion, and operational efficiency, simply by looking for the badge on our hotels’ website pages. By the end of 2024, we proudly achieved an 85% compliance rate across 195 sites, demonstrating our dedication to embedding
PANOS LOUPASIS, MARKET MANAGING DIRECTOR TÜRKIYE, MIDDLE EAST & AFRICA, WYNDHAM HOTELS & RESORTS
sustainable practices throughout our portfolio. Striving to be accountable for our brand's environmental impact is very important to us, as it allows us to make better connections with our guests as they make informed and trusted decisions regarding their accommodation preferences.
The next generation of travellers
The newest generation of travellers, ‘Gen Z,’ is becoming a significant driver of global tourism trends. Characterised by their digital savviness, hyper-awareness and social consciousness, they are challenging the status quo and remaining steadfast in what they want as travel consumers. The newest generation of travellers appears to prefer to spend their hard-earned money on experiences rather than high-end amenities, with motives such as experiencing different cultures and trying local cuisine ranking highly in their motives to travel. Ensuring your brand caters to this new wave of potential guests means luxury isn’t always the top option, and providing accommodation options that are accessible and affordable while not compromising on quality can ensure you remain on their radar. Additionally, global trends such as over-tourism, restrictions on platforms like Airbnb in major cities, and quotas on tourism visitation at popular global sites are gradually driving travellers to explore new, remote destinations. These destinations often provide unique experiences, from direct engagements with local communities and authentic cultural interactions to culinary adventures and nature-based activities.
Travellers today are increasingly drawn to historical sites, cultural landmarks, and activities that promote physical and mental wellness. They seek destinations where they can balance visitation with relaxation, discovery, and meaningful, unique experiences. For brands in the hospitality and tourism sector, embracing this shift and creating opportunities for travellers to connect with these emerging trends will be vital to capturing their attention and loyalty.
Embracing the Fluidity of Modern Travel
Gone are the days of rigid vacation schedules confined to a week or two before returning to reality and resuming normal operation. Today, travel is becoming much more fluid and flexible, seamlessly integrating into our lifestyles. The rise of remote work and digital nomadism has blurred the lines between leisure and business travel, with individuals opting for extended stays and finding balanced ways to incorporate work into their trips.
This shift in travel behaviour presents an immense opportunity for hotels to innovate and provide ever more flexible accommodation options that cater to the needs of those who don’t fit the traditional traveller mould. Whether offering comfortable options for extended stays that feel like home or providing remote work-friendly amenities or package offers, embracing this fluidity enables hotels to stay relevant and appeal to those not looking for a standard one-size-fits-all accommodation option. In addition to this, new accommodation trends are gradually coming to the forefront. Concepts such as student housing and hostels—often design-led—are becoming popular for their generous public areas featuring coworking spaces, shared kitchens, and laundry rooms. Another rising trend is branded residences, whether sold as investments under rental pool programs or as permanent residences for buyers. At Wyndham, we recognised this opportunity early on and launched dedicated residential brands a few years ago, including Wyndham Grand Residences, Wyndham Residences, and Ramada Residences. Equally notable are design-led lifestyle brands, which emphasise generous public areas and distinctive F&B concepts, often catering to the surrounding community and creating a vibrant, inclusive atmosphere.
Another critical trend shaping the future of travel and hospitality is the growing role of artificial intelligence. As AI continues integrating into our
daily lives, it is poised to become a powerful enabler in travel planning and execution. Rather than replacing the human factor, AI serves as a complement, optimising data mining and analysis to deliver tailored solutions and actionable insights. From enhanced personalisation to datadriven strategies across the entire customer journey, AI is expected to contribute to a more seamless and efficient travel experience, helping hotels and travellers alike make more informed and customised decisions.
The future face of hospitality
As we look ahead, it's evident that the landscape of travel will continue to evolve at a rapid pace. Embracing innovation and adaptability is imperative for our industry to stay ahead of the curve. By anticipating the shifting needs and preferences of travellers, we can not only meet but exceed their expectations, cementing our position as trusted players in the ever-changing world of travel.
Let us chart a course toward a more prosperous and inclusive future for the travel industry, seizing the opportunities that lie ahead and continuing to pave the way for unforgettable journeys that transcend borders and cultures for tomorrow’s travellers.
PANOS LOUPASIS, Market Managing Director Türkiye, Middle East & Africa, Wyndham Hotels & Resorts
Saudi Travel Trends During Ramadan
Saudi
Arabia Saw a 131% Surge in Travel Bookings Ahead of Ramadan A
ASTUDY BY WEGO
s the holy month of Ramadan approached, Wego, the number one travel app and largest online travel marketplace in the Middle East and North Africa (MENA) unveiled insights into the travel habits of Saudi travellers during this spiritually significant season. From homecoming trips to performing Umrah and international getaways, Wego’s data highlighted key trends that shaped travel preferences during Ramadan 2024 and offered early indicators for 2025.
A Surge in Ramadan Travel Bookings
Ramadan has long been a peak travel period for Saudi residents, with many planning trips for religious, cultural, or leisure purposes. According to Wego’s data at the time, travel bookings from Saudi Arabia witnessed a 131.69% month-over-month surge, signalling heightened interest in both domestic and international travel as the holy month neared.
While March drove peak bookings, Egypt, India, and Pakistan remained the top international destinations for Saudi travellers, reflecting strong cultural and familial ties. On the domestic front, Jeddah, Riyadh, and Dammam continued to dominate travel preferences, offering a mix of spiritual, family, and leisure experiences.
Luxury and Comfort Took Centre Stage
Saudi travellers placed a premium on comfort, with 4- and 5-star hotels accounting for 53.12% of all accommodation bookings for both international and domestic stays. This trend underscored the prioritisation of luxury hospitality and high-end services when travelling during Ramadan.
Additionally, performing Umrah remained a key driver of travel during this period. The top five mostbooked hotels in Saudi Arabia for Ramadan 2024 and early 2025 were all located in Makkah, reaffirming the city's central role in Ramadan travel. While Umrah can be performed year-round, its spiritual significance during Ramadan continues to attract visitors seeking an enriched religious experience. Aparthotels and luxury resorts ranked as secondary choices, catering to families and individuals who sought comfort with added privacy.
The Rise of Solo Travel
An emerging trend in Saudi Arabia’s travel landscape was the growing preference for solo trips. Wego’s data revealed that 76.32% of all Saudi users booking Ramadan trips in 2024 were solo travellers, with early 2025 numbers indicating a continuation of this pattern.
While family and couples’ travel remained important segments, the dominance of solo travel suggested a shift in how Saudi residents approached personal and spiritual experiences during Ramadan. This trend was particularly evident among younger travellers who embraced the flexibility of solo trips for Umrah and leisure travel.
Mobile-First Travel Planning
The digital shift in travel planning continued to gain momentum, with 62% of Ramadan 2024 bookings made via the Wego app. The increasing reliance on mobile technology highlighted the growing demand for seamless, on-the-go itinerary management, realtime booking convenience, and personalised travel recommendations.
“As Saudi travellers prepared for Ramadan and Eid, we saw a clear preference for effortless mobile-first travel planning, along with a strong inclination toward premium hospitality and performing Umrah,” said Mamoun Hmidan, Chief Business Officer at Wego. “Our insights reaffirmed Wego’s role in enabling travellers to find the best experiences tailored to their needs, whether they were travelling for Umrah, reuniting with family, or exploring new destinations.”
“Our insights reaffirmed Wego’s role in enabling travellers to find the best experiences tailored to their needs, whether they were travelling for Umrah, reuniting with family, or exploring new destinations.
MAMOUN HMIDAN, Chief Business Officer at Wego
THE FUTURE OF AI
IN MODERNISING THE GUEST EXPERIENCE
It’s time for the hospitality industry to discard the onesize-fits-all solution and go all in with personalisation
BY SAMIR ABI FREM, CEO OF LOKALEE
Over the past decade, the hospitality industry has faced mounting pressure to meet the evolving needs of travellers who crave more than just a place to stay. From the initial research of their destination to checking out and going home, today’s travellers seek experiences that are tailored to their preferences, delivered quickly, and offered with the utmost convenience. Whether it's finding the best local restaurant, securing a last-minute spa appointment, or receiving personalised recommendations for activities, travellers want instant access to all of this from their mobile devices.
Looking ahead, the hospitality and travel industry will have to completely discard the one-size-fits-all solution. In the future, each guest will have to be treated as an individual,
and at the forefront of the inevitable transformation is Artificial Intelligence (AI). A technology which, with its ability to continually learn and adapt, will drive the modernisation of an industry that has long been resistant to change.
It is beyond question that AI will play an increasingly crucial role in transforming guest experiences by –in simplified terms - leveraging data to provide customised services. The technology can analyse guest behaviours, preferences, and even contextual factors like the time of day or the type of trip (business, leisure, romantic getaway) to offer real-time recommendations. Inherently, AI holds extensive potential for intelligent applications of hotel and travel technology.
Let’s take the example of the concierge service. Traditional concierge services are often constrained by office hours and limited staff availability, making scalability and efficiency a pain point. In contrast, an AI-powered concierge platform can operate 24/7, across multiple languages, and can handle unlimited guest interactions at once. It’s like having an entire team of highly efficient, omnipresent concierges working around the clock.
While hotel staff can offer recommendations based on their expertise, these rarely align perfectly with each guest's preferences. An AI-powered platform, however, is able to process advanced data analytics to understand individual guest behaviours and desires. For instance, based on a guest’s past interactions or preferences, AI can suggest a local restaurant that matches their culinary tastes or recommend an itinerary for sightseeing activities that align with their interests. Eliminating the need for guests to sift through generic recommendations or wait for human assistance, this level of detail is what makes each stay feel bespoke.
The true strength of AI lies in its ability to learn and adapt over time. By tracking guest behaviours, preferences, and traffic patterns over time, AI acquires a predictive capability and becomes more intuitive with each use. This means that repeat guests will enjoy an increasingly personalised experience, as the AI tech solution adapts to their changing preferences and anticipates future needs with greater accuracy. The more you use the platform, the smarter it becomes.
Furthermore, AI can tackle the challenge of handling routine guest requests. Tasks like booking transportation, ordering room service, or providing directions can be managed digitally, freeing up staff to focus on more complex and high-value guest interactions. This shift not only boosts operational efficiency but also transforms the guest experience, ensuring that every need is met promptly and effectively.
Looking further into the future, what can we expect? I personally believe that the next big development within AI will be human-like communication. Thanks to advancements in natural language processing (NLP), AI is rapidly improving its ability to understand and engage in conversations that feel more human. This technology will enable smoother, more intuitive interactions between guests and hotel systems, whether through chatbots or messaging platforms.
Soon, guests will be able to make reservations, request services, or receive local recommendations simply by speaking or typing in natural language. This breakthrough will create a more seamless, instant, and personalised experience, allowing guests to communicate with a hotel in a way that feels just like talking to a real person.
SAMIR ABI FREM, CEO of Lokalee
How Agri-Tech F&B Landscape is Transforming the UAE’ s
BY LEO MUSATOV, CO-FOUNDER AND MANAGING DIRECTOR AT FUTURE
As global food supply chains face disruptions and environmental challenges mount, the UAE’s F&B landscape is embracing a transformation powered by agricultural technology, or agri-tech. This shift is enhancing local food production, promoting sustainability, and ensuring food security in a region historically reliant on imports. Agri-tech innovations are not only reducing dependency on foreign produce but also reshaping the culinary landscape by providing chefs and caterers with consistent, high-quality, locally sourced ingredients that support a sustainable future.
The Shift Towards Local, Sustainable Sourcing
For years, the UAE has relied on imports to meet over 85% of its food needs. However, the UAE’s National Food Security Strategy 2051 is now prioritising sustainable, local food production and resilience against external shocks, with the goal of ranking among the top 10 countries in the Global Food Security Index by 2021 and aspire to become the world’s most secure by 2051. By supporting initiatives like climate-smart farming and increasing investments in agri-tech, the UAE is working towards creating a reliable, environmentally friendly source of highquality ingredients.
FOOD FOUNDRY (3F).
Significantly, the Emirates Development Bank recently launched the UAE’s first-of-its-kind AgriTech Loans Program, allocating AED 100 million to support the food security sector. Investments such as these enable local farmers to adopt agri-tech solutions, which both enhance food security and reduce the environmental impact of transportation emissions, promoting fresher and premium ingredients. Additionally, the agri-tech market in the UAE is projected to grow from USD 3.17 billion in 2023 to USD 4.09 billion by 2029, reflecting a compound annual growth rate (CAGR) of 4.30%. These developments underscore the UAE's commitment to advancing its agri-tech industry and achieving greater self-sufficiency in food production.
Supporting Culinary Innovation with Tech-Driven Agriculture
The UAE’s embrace of Agriculture 4.0, which includes vertical farming, hydroponics, and data-driven precision agriculture, is transforming the nation’s agricultural landscape. Agri-tech advances have already enabled the UAE to grow an impressive array of produce domestically, including herbs, leafy greens, salmon, and organic eggs, which reduces the need for imports and lowers carbon emissions. Notably, vertical farming alone comprises 36% of the UAE’s agri-tech industry, indicating its substantial role in local food production.
For example, Greeneration, a Dubai-based vertical farming company, specialises in growing premium edible flowers, microgreens, and speciality leaves tailored for high-end culinary professionals.
The Role of Agri-Tech in Crafting Sustainable Menus Modern diners are prioritising sustainability, and agri-tech is providing chefs with the tools to meet this demand by offering functional, locally grown ingredients with reduced environmental impact. The UAE is now producing an impressive variety of foods domestically, from herbs and leafy greens to salmon and organic eggs, reducing dependence
on imports and lowering carbon emissions. Through innovations such as precision agriculture, farms can optimise resources, resulting in environmentally friendly crops that support health-conscious and ecofriendly menus. This approach allows chefs to offer fresh, sustainable options while reducing their carbon footprint.
Building a Resilient, Future-Ready Supply Chain
In the UAE’s journey towards food security, resilience in supply chains is essential. The National Food Security Strategy 2051 is a key framework in this mission, emphasising the need to protect against global disruptions by building strong local food networks. The Sharjah Investment Forum and similar platforms highlight the role of agri-tech in addressing environmental challenges, conserving water, and building stable supply chains. Additionally, the UAE is now producing climate-resistant crops, including drought-tolerant wheat varieties, to ensure a more resilient and secure food system.
Embracing a Future-Ready F&B Landscape
The UAE’s commitment to local sourcing, advanced farming methods, and resilient supply chains is setting a new standard for food security and sustainability. By reducing reliance on imports, integrating tech-driven agriculture, and supporting culinary creativity, the nation’s F&B industry is paving the way for a future of enhanced food security and innovation. Agri-tech is enabling the UAE to build a sustainable, adaptable, and future-ready food landscape, meeting today’s challenges and preparing for a more resilient tomorrow.
LEO MUSATOV, Co-Founder and Managing Director at Future Food Foundry (3F)
HOW DATA AND DATA ANALYTICS HELP BRING YOUR FAVOURITE DISHES TO THE DINING TABLE
BY JADD ELLIOT DIB, FOUNDER & CEO, PANGAEA X
Data and data analytics are increasingly playing a vital role across various sectors, including agriculture. Today, people can enjoy efficient delivery of their favourite agricultural produce, thanks to the modern food supply chain that relies heavily on data analytics.
Large-scale agriculture involves managing large quantities of inputs and outputs, which generates a huge number of data points. To improve the productivity of crops and livestock, scientists are developing and deploying technologies such as drones and Internet of Things (IoT) sensors, with machine learning being used to gather and process these data. These give farmers real-time information about their crops, the weather, and soil conditions, leading to enhanced decision-making and productivity.
The success of modern agriculture relies on being able to extract and analyse the data and act on the insights obtained – something easier said than done due to fragmented data and technology inequalities. Nonetheless, it is important to harness the capabilities of data analytics to tackle various challenges in feeding the global population, which is fast approaching 8.2 billion.
Among the most important factors in agriculture are the climate and the weather. Knowledge of climate and weather patterns gained over thousands of years has been passed down by farmers, dictating planting and harvesting schedules. Unfortunately, numerous famines throughout history were caused by weather anomalies, such as droughts or floods. With modern weather satellite imagery and other meteorological technologies, farmers are now able to predict and prepare for weather disturbances. This is especially important as climate change moves humanity into uncharted territory and poses a significant threat to global food security. Such a scenario makes it imperative for agricultural scientists to acquire greater knowledge more rapidly and be able to identify data patterns to find out what works and what doesn’t and allow farmers to adapt accordingly.
Large-scale agriculture uses tremendous amounts of resources, such as land, energy, water, and fertilisers, with agricultural waste posing a significant environmental concern. With proper data analysis, farmers can identify areas where inefficiency and wastage are high and take corrective measures, giving rise to precision farming. One example is the use of an IoT-enabled precision irrigation system that can reduce water consumption by 30% while producing larger yields. On the other hand, practices such as restorative agriculture, integrated pest management, and agroecol-
ogy require a more intimate understanding of how nature works – and what better way to achieve this than through accurate data.
Another positive side effect of increased efficiency is profitability, which can stimulate more investments into datadriven agriculture, especially with consumer preferences leaning towards more organic and ethical farming practices. Clearly, as digital technology and data analytics continue to advance, their contributions to strengthening agriculture and food production are becoming more crucial.
Jadd Elliot Dib is the founder of data analytics platform Pangaea X, which allows clients from all industries to access high-quality, specialised data analytics talent.
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