GCC Travelers. May 2023 Operational Recommendations
The Purpose
The purpose of this document is to assist our colleagues to better understand our GCC guests and to better serve this important customer base.
Whether travelling domestically or internationally, our main goal is to make our GCC Outbound Guests feel like they are staying in their home away from home.
This tool kit includes the information, tips, trends and habits of typical GCC outbound travelers.
Always strive to provide warm Asian hospitality, while respecting one’s culture, beliefs and values.
Brief Overview of Arabian Travel.
Arabian travelers who have left a rich legacy of exploration and adventure across the world. From the earliest civilization in Arabia, the Arabs have traveled widely and boldly, leaving their mark on many lands. In this presentation, we'll explore some of the most notable Arab travelers throughout history, their achievements, challenges, and contribution to the world of exploration.
1. The Early Arab Explorers The Arab civilization in the ancient past was known for its thirst for knowledge and curiosity about the unknown. They were early adopters of maritime navigation, and exploration of the seas brought them in contact with many societies across the world. In the 7th century, Arab sailors discovered the Comoros Islands, Seychelles, and the Maldives, and later they sailed to China and India, bringing back new ideas, knowledge, and treasures. They were instrumental in creating a wider network of trade, forging new alliances and sharing cultures. 2. Ibn Battuta One of the most famous Arabian travelers was Ibn Battuta, a scholar and adventurer in the 14th century. He traveled over 75,000 miles by land and sea, visiting most of the known world of the time, from Africa to Europe, the Middle East to Central Asia, and beyond. He left behind a detailed account of his travels, providing valuable insights into the life, customs, and geography of the regions he visited. His vivid descriptions of cities such as Damascus, Cairo, and Constantinople, are still fascinating to readers today. 4. The Gulf States' role in modern travel More recently, Arabian travelers have been instrumental in shaping the modern travel industry. The Gulf States, including Qatar, the United Arab Emirates, and Saudi Arabia, have emerged as major hubs for air travel, connecting millions of people from all over the world. Their innovative approach to aviation, facilities, and services are transforming the way we travel today. In Summary Arabian travelers have a rich legacy of exploration and adventure, dating back to the earliest times of civilization. From the ancient mariners who sailed the seas to the modern-day travel revolutionaries, Arab travelers have made a lasting impact on the world's culture, trade, and political landscape. They remind us that the world is full of wonder, waiting to be discovered and appreciated
GCC travel rapidly changing population
Diversity, education and youth will the focus on behavioral trends in the new era
25 YEARS OF AGE
33
%
The fastest growing population in the world. The vast majority will be under 25 years old
33% of luxury consumers across the GCC are women in the workforce
Spending on education is rising across the GCC and there’s an increasing focus on the quality of education
Economic diversification and abundant natural resources point to continued strong growth
GCC is home to the highest population of millennial entrepreneurs globally
GCC Traveler Communications
SOCIAL PLATFORM USAGE
Once a week of more often
70 %
SNAPCHAT
67 %
56%
54%
TIKTOK
22%
21 %
of the GCC population spends 3+ hours consuming video content 25 %
E-Commerce Penetration X 2
of GCC use a social network site for more than 5 hours a day
How the GCC Traveler Plans Trips.
HISTORICAL TRENDS
EVOLVING TRENDS
Spontaneous Buying here and now
Researched & informed With 58% focusing more on reviews vs. pre-pandemic
Sticking to what they know Primarily interested in global brands
Higher propensity to experiment Beyond mainstream
Keen to fit in Buying classic or proven pieces
Looking to stand out Craving limited editions & personalization
Wary of e-commerce Only 26% claimed to shop online
Comfortable with e-commerce 65% are buying online more than pre-covid
Source: Chaloub Group Consumer Studies
Arabian Travelers Types:
1. Business travelers (Note mostly leisure)
2. Leisure Travelers • Couples • Family
3. Royal / High Net Worth Travelers
4. Expats (Based in GCC)
GCC Business / Leisure Travel Arabian business Travelers generally have distinct preferences when it comes to business travel. It should be noted that a lot of the business channels may actually be Leisure guests enjoying the benefits from their companies. Please ensure it is clear from your booking source what the guest is travelling for. 1. Luxury Accommodation: Arabian business travelers often prefer to stay in luxurious hotels with high-end amenities and services that cater to their needs. They may choose to stay in well-known hotel chains or high-end boutique hotels that offer a unique experience. 2. Extensive Planning: Arabian business travelers typically plan their trips meticulously in advance, which includes arranging transportation, lodging, and scheduling meetings or events. They prefer to have detailed itineraries and to minimize the chances of unexpected surprises. 3. Premium Travel Services: Arabian travelers often choose to travel in style, opting for business or first-class flights, and luxury airport transportation, such as private limousines or executive cars. They may also take advantage of premium services offered by airlines, such as lounges and priority call centers. 4. Time Management: Arabian business travelers value their time and as such, they often prefer to hold meetings and events in locations that are convenient and efficient. They like to reduce travel time and avoid unnecessary downtime during their trips. 5. Business Etiquette: Arabian travelers are highly respectful of cultural norms and customs, and they ensure that their business meetings and interactions are conducted with professionalism and tact. They often make an effort to learn about the culture of the place they are traveling to in order to avoid any misunderstandings or cultural faux pas. In Overview, Arabian Business Travelers prefer luxury, convenience and efficiency when it comes to business travel, while also maintaining high levels of professionalism and sensitivity to cultural norms.
GCC Leisure Traveler - Couples
Couples are known for traveling extensively and enjoying luxury travel experiences. Here are some of the common travel planning habits and preferences of GCC couples: 1. Luxury Accommodation: GCC couples often seek luxurious accommodation with high-end amenities and services. They prefer well-known hotel brands or high-end boutique hotels that offer unique experiences. 2. Extensive Planning: GCC couples generally plan their trips well in advance, ensuring that all aspects of their travel are taken care of, including transportation, lodging, and scheduling. 3. Premium Travel Services: GCC couples usually opt for premium travel services such as first-class airline tickets, chauffeur-driven airport transfers, and other VIP services like access to airport lounges. 4. Health and Wellness: Health and wellness are important considerations for GCC couples when planning their travel. They often choose destinations that offer relaxing spas or natural hot springs, as well as gyms, yoga classes or other physical activities. 5. Dining: GCC couples enjoy fine dining experiences and sampling local cuisine when they travel. They look for restaurants with Michelin stars or local restaurants vouched for by locals to sample local cuisine. 6. Culture and History: GCC couples also value culture and history, and often prioritize experiencing local culture, historical landmarks, and art galleries. They may choose to visit museums and cultural sites and indulge in experiences that reflect a destination's unique culture and history. 7. Privacy: GCC couples value privacy and may prefer to rent a private villa or yacht to enjoy a private getaway along with personalized services for a more unique experience.
Overall, GCC couples prefer and invest in exclusive, relaxing, and engaging travel experiences through meticulous planning and consideration to ensure authenticity and exclusivity
GCC Leisure - Family
• In Arabic culture, family travel is often viewed as an important opportunity for bonding and creating lasting memories. Here are some common travel habits of Arabic families: • • 1. Prioritizing family togetherness: Arabic families often prioritize being together during travel, rather than splitting up to indulge in individual activities. This often means that everyone participates in activities and outings that will be enjoyed by the whole family. • • 2. Respecting cultural traditions: Arab families often travel to countries with similar cultural and religious backgrounds, which allows them to maintain their values and practices while in a new setting. They may visit religious sites, pray together, and participate in traditional rituals or events. • • 3. Emphasizing hospitality: Arabic families are known for their strong sense of hospitality and kindness to strangers, and this extends to their travel habits. They may offer food or gifts to other travelers or try to help others in any way they can. • • 4. Planning ahead: In order to ensure a smooth and enjoyable trip, Arabic families often plan their travel in advance, taking into consideration all relevant factors, such as the weather, the availability of halal food, and suitable accommodation. • • 5. Education and learning: Arabic families view travel as an opportunity for education and learning. They often visit cultural and historical sites as a family, and make an effort to learn about the local customs and traditions. • • Overall, Arabic culture places great importance on family, hospitality, and respect for tradition and these values are reflected in the travel habits of Arabic families.
GCC VIP
Here are some of the common travel preferences of GCC royalty: 1. Exclusivity and Privacy: GCC royalty often seek privately owned islands or exclusive villas for their travel destinations to ensure privacy, security, and exclusivity. 2. Luxury Accommodation: GCC royalty prefer luxury suites, villas, and penthouses that possess unparalleled luxury, with comforts including high-end amenities and personalized services. They may choose to stay at prestigious hotels or resorts or may opt for more luxurious lodging accommodation arrangements. 3. High-end Transportation: GCC royalty prefer high-end transportation such as limousines, private jets, helicopters, and yachts to travel in style and comfort for private or personal travel needs. 4. Wellness and Health: GCC royalty attach importance to their health and wellbeing and may choose destinations that offer fitness and spa facilities as well as high-end medical services. 5. Cultural and Architectural Interest: GCC royalty value cultural and architectural landmarks when visiting a destination, often visiting attractions and museums to experience local culture, history, art, and architecture. They may look at fully private visits or closure for exclusive use. 6. Adventure and Outdoor Pursuits: GCC royalty enjoy outdoor activities such as mountain climbing, visiting national parks, and taking up other challenging activities such as helicopter skiing or bungee jumping. 7. Dining: GCC royalty dine in the finest fine-dining restaurants with chefs who specialize in high-end gastronomy, fine wines and other premium dining experiences, or utilize preferences such like Halal dining. 8. Security Needs – Each traveler will have a set of processes to observe and communicate to various key operational leaders in the hotel. 9. Staff Support – Chefs, Butlers, PA, Dressers, Maids may all travel with the VIP guests and need to be connected to the relevant team members to their role in the hotels. Overall, GCC royalty’s travel plans are tailored to their unique needs and lifestyle, and they seek by senior management with in the hotels they visit
GCC Service Tips
General Tips for GCC Service
Key Requirements: • Direct contact for making plans, reservations and activities should be shared on arrival of big groups, VIPs and High Spending Clients • Planning is very last minute, you may only have a few hours for room reservations, food and beverage will have large orders that are expected to be delivered quickly no matter what time of the day. • Some VIP’s may have the requirement for accommodation of their own Chef.
SERVICE • Availability of senior leadership and decision makers 24/7. • Ensure that the team servicing the guests have been trained in the dos and don’t of service with GCC travelers.
FOOD • See Proposed Menus for Breakfast / Lunch / Dinner in GCC Menu Reference area: LINK • Halal Food is a key requirement for most KSA travelers.
Basic Service EXPECTATIONS
▪ Arabic language speaking team member(s) presented to Emirati travellers would make them comfortable. ▪ Bakhoor scent inside the room is a natural freshener among the locals. This woody sweet- smelling aroma also improve sleep quality, lower systolic blood pressure, and stress. ▪ The television requires Arabic language channels connected to news, sports, and entertainment. It is appreciated if smart television units for younger Emiratis due to upgraded games and entertainment. ▪ Qibla direction / signage in the room or prayer room which Emirati face when performing prayers wherever located are in the world. This is the direction leading to the Ka ‘ ba in the Grand Mosque in Makkah, Saudi Arabia.
▪ Available prayer mats and Quran would make the Emirati felt sensible to their needs.
▪ Facilities for prayer and Muslim-friendly washrooms is also high on the list (preferably with areas to wash the feet and a water jug or hose next to the toilet). These things matter to Emirati business travellers as well as leisure ones. ▪ Laundry and pressing service is a must hotel service for the Emirati travelling with their national dress: dishdasha or kandura is a long, single robe worn by Emirati males while the Emirati ladies wear a long flowing gown in black called abaya. ▪ Catergory – on laundry list.
BASIC EXPECTATIONS
▪ Emirati travellers may have particular privacy needs such as separate spas and swimming facilities for men and women.
▪ Halal food is the minimum requirement for most travellers.
▪ Emiratis follow a different calendar to travellers from other backgrounds and observe different holidays. Ramadan is religiously observed, and Emirati travellers are interested in offerings related to their changing needs such as Suhoor (pre-dawn) and Iftar (sunset) buffets. – (See reference presentation in Support link.) ▪ Preference to self-cater especially for Emirati families travelling often bringing their own domestic staff and renting big villas to be more independent, secured, and expect the same standard of hospitality at home.
▪ If room service is not available through the night, it is preferred to self-cater or feel confident there is food and restaurants available locally during nighttime hours.
▪ Table service is appreciated as it provides them family experience and recognition.
SOME TRADITIONS
▪ The customary greeting is ‘As -salam alaikum ’ (peace be upon you). The reply is ‘ Wa alaikum as- salam ’ (and upon you be peace).
▪ Handshakes are the normal form of greeting. Do ensure to use only the right hand.
▪ As a host, it is traditional to start greeting guests from the right side to the left side of the room, unless there is an elderly guests, who should be greeted first. This is the same sequence in serving Emirati coffee after greeting the guests. ▪ For men, the traditional Emirati greeting is the khushmak, or touching of the noses. Women greet each other by shaking hands and giving a kiss on the cheek. Kissing the top of the head is also a common way of greeting among the Emiratis. Members of the opposite sex should not embrace unless they are closely related.
▪ Emirati are fond of coffee and dates as it is customary Arabic hospitality. Refusing coffee or snacks may be seen as offensive.
▪ It is polite to always stand when someone enters a room, other than to offer help. Emirati also take offense when one sits with the sole of their feet facing them and this is considered extremely rude.
▪ Dress More Internationally – dish dash wearing
FOOD AND BEVERAGE Reference
Index
Available in the link below you will have a full reference which will continue to be updated by the regional team champions. Feel free to add best practices to this working document:
▪
Beverages
▪
Hot Beverages
▪
Starters / Appetizers
▪
Mains
▪
Regional Styles Sweet / Desserts
▪
▪
Snacks
▪
Amenities.
▪
Ramadan / EID celebrations
▪
Wedding Expections.
✓ East
✓
LINK TO MENUS HERE
FOOD AND BEVERAGE Regional “Hints”
GCC, Levant and Turkey as regions all claim heritage to many dishes, which is always a great topic of conversation whilst dining. Ask anyone from the region where “ hummus ” is from and you are likely to have a conversation for over an hour on the whys and wherefores. However, many places to “ claim ” certain comfort foods. Look out for these in the Special Items Menu list and me sure to use them in your interactions with those guests to see if a little bit of home will make their stay just that bit better.
Examples found in Menus Provided.
Shukran Jazilaan Lak Arabic: شكرا جزيال لك
English: Thank you very much
Overall Materials To Share
• Operational Basics. • Menus
• Soft Skills • Needs / Wants
• Beverages • Traditions • Basic Hotel Requirements • Bedroom
• Common Questions • Proper Preparation • Equipment • Religious Requirements • Festive Celebrations
• Public • Events
Additional key considerations when hosting VIP Arabic guests
1. Arabic coffee brewing and service equipment are required for Arabic coffee preparation and service. Quality Dallah (coffee pot), proper porcelain cahva cups, coffee brewing/making machine and service trayare the main equipment.
2. Original recipe of Arabic coffee should include some ingredients. Hotels should ensure of having couple of ingredients such as cardamom, saffron, rose water and cloves for an authentic Arabic coffee preparation. Arabic coffee recipe is different in each GCC country to country, as such correct recipe is required depending on where the VVIP is coming from.
3. If date along with coffee is served, it should be a good quality date.
4. Female service staff is required for the service of female VIPs.
5. Recommendation: Couple of SEAA hotels to hire Arabic chefs who would travel from one country to another without any visa restrictions.
6. Generosity in offerings, such as fruit basket of welcome room amenities, is important and essential. Therefore, hotels should obtain their service gears and tools accordingly.
7. Availability of bread, especially Arabic and pita with the meals is essential.
8. Hooks are available in female public bathrooms around the hotel/restaurants to hang their abayas when using the bathroom.
9. Majlis and Majlis style setup for VIP Sheiks and Sheikhas attending a function or an event is required.
10. Express Kandoura/Abayya/Bisht dry cleaning and pressing service is required.
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