Pulse May 2017 - Page 25

with product add-ons,” notes Sariani. Nicknamed "The Spa on the Rocks" for a reason, Thermes Marins Bali boasts breathtaking views. who’d like to enhance their knowledge, so that later he or she may contribute by assisting that department’s operations when needed,” Sariani adds. Bali has seen a huge influx of Chinese travelers in recent years. As Balinese and Indonesian are the two languages most commonly spoken in the country, it can be difficult to communicate with guests. To enhance the experience for Chinese travelers, the spa has implemented staff language training programs. “To overcome this challenge, our resort provides Mandarin training for staff keen to develop their language skills,” says Sariani. “We also have dedicated Chinese Guest Relations teams who can support with bookings and personal preferences.” When looking for new staff members, Sariani cites passion and enthusiasm as two qualities she seeks in a potential hire. “We also believe in having the right attitude, and our extensive recruitment processes help us ensure we have the right people for the AYANA brand.” Marketing Solutions With 53 spa treatment rooms and an AQUATonic pool that can accommodate up to 50 guests, Thermes Marins Bali could be a perfect location for corporate group events. Sariani sees the resort’s potential in attracting large groups and is working to develop products and services to meet the needs of business clientele who wouldn’t normally think of spa services as a retreat activity. “We are working to create group rates and meeting packages to include unique activities, such as a ‘Spa Coffee Break’ package,” says Sariani. “We plan to work with the hotel’s sales team to educate them on these packages so that they can relay the information to groups during the booking process.” Currently, the spa offers special occasion promotions on major holidays like Mother’s Day and Nyepi (a Balinese “Day of Silence” commemorated every Saka new year), as well as key seasonal dates. During the slow season, Thermes Marins Bali reaches out via its social media channels to offer value packages, which include takeaway gifts after certain treat- ments and unique perks such as discounts on longer massage packages. “Instead of discounting during low occupancy periods, we try to market certain packages Meeting Guests’ Expectations As the number of Chinese clientele continues to grow, the resort must learn to adapt beyond simply learning their guests’ language. “They have specific preferences including the classic one- hour massage, unique signature treatments and branded products,” says Sariani. “Once we learned these prefer- ences, we market more massage therapies and upsell signature treatments to attract this growing market.” Sariani keeps up with the ever- changing demands of guests by constantly re-working the spa’s menu. “We review our spa menu every six months; however, most of the time we make significant changes once a year. We also keep up-to-date on the latest global trends and continually monitor feedback and recommendations from our guests.” ABOUT THE SPA Spa open date: November 1996 Facilities/amenities: 53 treatment rooms, AQUATonic pool, 5 locker rooms, fitness center, steam and sauna rooms, spa café, spa retail, beauty salon, reflex- ology lounge, 2 tennis courts, 18-hole putting golf course Percentage of guests (male vs. female): 45% male vs. 55% female Number of full-time spa staff: 99 Product lines used: Thermes Marins France, La Mer and local products for traditional treatments Website: ayanaresort.com Phone number: +62.361.702.222 Facebook: facebook.com/AYANAresort Instagram: @AYANAresort Twitter: @AYANAresort May 2017 ■ PULSE 23