11:15am: Our general managers have a choice of four conferences before lunch and we’ve already had word back of some heated discussions over issues close to the hearts of our hoteliers.


Our “Motivating and retaining staff” workshop presented by Craig Cochrane, vice president of HR – Middle East and Asia, Moevenpick Hotels & Resorts, got the general managers fired up about two key problem areas; one which also popped up earlier today - Emiratisation of the workforce.


A lack of hospitality trainee schools is making it even more challenging for hotels to employ UAE nationals and some fear that if forced to meet a quota, the issue of “phantom employees” will arise, according to the debate.

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One of the most popular topics - if workshop subscriptions is anything to go by - is our “Making social media work for you – improving customer service and opening new revenue streams”. The workshop is being presented by Iconsulthotels founder Martin Kubler, who has so far given us the following headlines:


- The number one social media network to be on is Facebook, with the most users and the widest reach, every hotel should have a Facebook page, said Kubler


- Quality is better than quantity when it comes to fans, friends and followers


- There’s still much debate over who’s job description the social media aspect of marketing falls within


12:45pm: Time for a well-earned lunch for our general managers and hosts - the roast beef is going down a treat!


13:45pm: Back to the debate, and service is under scrutiny in the “Delivering world-class service” workshop presented by The Ritz-Carlton, Dubai International Financial Centre, GM Lothar Quarz.


Find out more about how the hotel group ensures excellent service through training and empowering staff here.


Revenue is up for discussion in the “Boosting ancillary revenue” workshop presented by Fairmont Hotels & Resorts area director of sales and marketing Raki Phillips.


The GMs stressed the importance of creating additional revenue without upsetting the guests, which included a debate on whether internet should be charged and how to make more money on food and beverage.


The expert of the day on F&B revenue however is Hannes Bos, director of revenue management Middle East and Africa, InterContinental Hotels Group. He gave away some of IHG’s secrets in his workshop “Revenue management in F&B outlets”.


You’ll have to wait until the October issue of Caterer Middle East for the full low-down but in the meantime, his best advice to hoteliers wanting to maximise F&B revenue is to know the answers to the following questions:


1. Who are your F&B guests?


2. Where do they go for breakfast, lunch and dinner?


3. Why do they make these decisions?


4. What type of food and beverages do your guests consume?


While most of these answers can be gained from collating the information from a simple receipt, many hoteliers do not extract and analyse this content from their under-utilised, but highly-capable systems, according to Bos.


3:15pm: An afternoon caffeine boost before this afternoon’s panel discussion.