Dubai hotels invest in better guest experiences as national tourism strategy sets ambitious 2031 targets for growth
Lee Copland, Managing Director, Maxxess EMEA
The hospitality sector in Dubai continues to invest in better guest experiences, and more efficient operations, as tourism rebounds strongly from the stresses of the pandemic.
Globally, international tourism arrivals were up 60% last year, and are expected to rise a further 30% in 2023 to 1.6bn according to The Economist. In terms of volume, this is less than the pre-pandemic 1.8bn level, but tourism receipts are still expected to reach or exceed the 2019 high of US$1.4trn.
Yes, there are limiting factors. These include the ongoing war in Ukraine and the fact that Chinese tourist numbers are expected to be far below the 155m 2019 level. The S&P Global Dubai Purchasing Managers’ Index (PMI) survey points to some softening sentiment for the upcoming year, as the effects of tighter monetary policy and slower global growth weigh on the sector.
But even taking these into account, hotels today are in a much stronger position than many previously feared. People are happy to be exploring again, and want to make the most of their time.
We see this particularly strongly in Dubai. The Emirate played host to 11.4 million overnight international visitors during the first ten months of 2022, up 134 percent on the previous year, according to government figures.
Hotel occupancy through the year rose to 71.5 percent, not far below the 73.8 percent 2019 peak, and revenue per available room was at its highest recorded level.
Not surprisingly – and regardless of any headwinds – the Emirate is confident about the future. In December, a new national tourism strategy was announced, with the aim of hosting 40 million hotel guests in 2031 and pushing tourism’s contribution to GDP up to US$122.5 billion.
So, this is one of the most go-ahead markets that Maxxess is serving, with exciting technology applications that reflect the country’s wider ambitions.
Hotels are continuing to invest in advanced, integrated systems and infrastructure, to create world-leading guest experiences and allow the more efficient operations, both back of house and front of house.
The 750-room all-inclusive Hotel RIU, Dubai, is a great example. Hotel RIU is the newest addition to the international RIU Hotels and Resorts family, and one of the first facilities to open on Dubai Islands in Deira, a landmark development that will cover 17sqkm across five isles. The expanding waterfront archipelago includes marinas, upmarket residences, and the Deira Central lifestyle project embracing entertainment and leisure hubs, and what is set to be the city’s biggest shopping centre, Deira Mall. The eco-conscious islands already feature one of the city’s hottest shopping destinations, the Souk Al Marfa, an indoor Arabian bazaar that’s home to over 400 stores and waterfront restaurants – and Maxxess is providing the integrated security and safety backbone across the islands.
With the hotel, set among upscale beachfront real estate, it is at the heart of a busy visitor destination. Dubai developer Nakheel needed a flexible technology that would combine secure access control with unified site management of the entire development. They also wanted to ensure that front- and back-of-house hotel operations run smoothly, with a fully integrated solution.
Contractor Telematics, which specialises in major ICT and ELV projects in government and commercial sectors, including landmark hospitality developments, recommended Maxxess eFusion technology to deliver on multiple requirements, including: integration of front-of-house and back-of-house functions; integrated control of all access, room management, surveillance, fire detection and building control functions; simple HVAC integration to ensure optimised energy consumption; plus system flexibility, with ease of use for busy staff, and a unified platform enabling a single situational view.
The eFusion solution implemented by Telematics enables comprehensive, seamless integration of security and building systems, plus front-of-house services.
Its feature-rich access control software provides seamless, single-platform operation of all the hotel’s systems, including video surveillance, fire, intruder and other security, safety and site-specific applications and hardware.
Door access at Hotel RIU, eFusion uses over twenty Mercury door controllers to integrate with ASSA ABLOY Hospitality electronic locks and readers, blending with the location’s stylish aesthetics. This gives guests the option to use traditional RFID key cards or their personal cell phones for access to rooms and safety deposit boxes. Guests using mobile access not only benefit from smoother check-in and greater convenience but also reduced exposure to hygiene risks from touching surfaces.
House-keeping and key management is also optimized, and guests benefit from more efficient housekeeping. From the eFusion interface operators can see the real-time status of each door, and occupancy status for each room, so if a guest room door goes off-line, or a battery needs replacing, maintenance is provided more promptly. Five workstations are integrated, with more than 32 back-of-house readers, and a Diester Key Management system, allowing staff to work more efficiently and securely.
Telematics recommended integration of Hanwha Wisenet® VMS into eFusion, managing close to 300 cameras to ensure complete coverage of the hotel’s interior and external areas including a private beach, five swimming pools, and the Splash Water World park and slides. The system ensures comprehensive, high-definition coverage in compliance with the latest regulations set out by Dubai’s Security Industry Regulatory Authority (SIRA), with footage stored for a minimum of 31 days.
The range of indoor and outdoor megapixel cameras handle all lighting conditions, with features including WDR and IR ensuring excellent live view and playback image quality in full sunlight, dappled shade, and complete darkness.
Building services and environmental systems are also integrated, using the BACnet™ protocol. This allows operators to respond to alerts, and control the heating, ventilation, air conditioning, and lighting according to occupancy levels and building usage. This supports reduced carbon emissions and energy costs, in line with the UAE environment framework regulations, which aim to preserve natural resources through sustainable development, and to improve the UAE’s ranking in global environmental indices.
At Hotel RIU, eFusion handles alarms and notifications to provide a security backbone, driving service efficiency by removing the need for operators to continually switch between systems. For example, whenever an access event occurs, such as a forced door or a door left ajar, eFusion automatically brings up the nearest high-definition camera view, allowing a response with minimal delay.
Through simple, off-the-shelf integration, eFusion also cost-effectively streamlines and connects front-of-house and back-of-house services, allowing staff to be directed from a single, easy-to-use interface. This means guest services and housekeeping can be delivered more efficiently, ensuring the best visitor experience as well as enhanced safety and security for guests and staff.
Looking ahead, as the Dubai Islands projects in Deira continue to roll-out, eFusion’s modular approach will allow new facilities and new tenants to be accommodated. Further capabilities and functions can be added too, thanks to flexible and scalable deployment options that eFusion provides for the entire development.
The same flexibility and scalability will be in high demand across the UAE hospitality sector, as hotels rise to the challenge of the new growth strategy. Maxxess technology will be playing its full part.
Categories: Hotels and Hospitality, Hotel Security, Integrated Hotel Solutions, Access Control
Tags: Guest Experience, Visitor Experience, Hotel Guest Services, Hotel Systems Integration,