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BUSINESS ANALYSIS


natural to include a treatment.” The offer is unique to Bali, with none of the resort’s sister Spa Villages – all owned by YTL Hotels – offering a treatment as part of their basic daily rates. “The inclusion has improved


the overall satisfaction of our guests. We’ve been able to meas- ure this by the level of positive customer feedback we receive when compared to our range of properties. It’s also shown in our average occupancy, which reached 80 per cent in 2013.” Guests at the resort are given the flexibility to combine their complimentary daily treatments for a longer therapy time, or extend, upgrade and add treat- ments on the day at a charge (full prices apply after 50 minutes). About 70 per cent of customers are enticed to pay for another treatment as a result of the policy. Only three to four people per year choose not to take up their free treatment and Cindarsih confirms that the spa generates revenue from up-selling and retail.


The spa delivers a maximum of 42 treatments a day. Part-time staff are brought in for peak periods


limit reached approximately four to five days of the week. At peak periods, part-time therapists are brought in to assist the team, avoiding staff burnout. Careful thought has been


given to covering costs. Cindar- sih outlines: “Therapist time, electricity, products, natural ingredients, prepping welcome and post-treatment rituals, laundry and set-up items such as candles and flowers. This is the breakdown of individual costs for each treatment, which have been incorporated into our room rate. Costs, which have been factored into our business model from


The spa has ample capacity for the resort’s


31 guests rooms. Comprising seven treatment rooms staffed by six therapists and a spa manager between 9am and 9pm, it handles a maximum of 42 treatments per day, with this


48 Read Spa Business online spabusiness.com/digital


the outset, are generally low so we still have a reasonably competitive rate of US$350-plus (€256, £211) per night, full board. We also contain costs by using local ingredients and growing herbs and roots ourselves.”


Spa Business 1 2014 ©Cybertrek 2014


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