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
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