JAVANA SPA

Prepared & facilitated by:Nicole Przybylski, BD Consultant, experienced business management trainer & creative director in property industry. Garland Precinct, Victoria Park, Yellow House, Potts Point, Clock Tower, Surrey Hills - SydneyTaze Remnant, qualified and experienced trainer, BM, property site manager,chef. Village Roadshow Production, Garland Projects

Javana Spa is marketed as a Luxury Spa Resort & First Class

• Exotic (Javana spa website)

• Healing energy • First class • Luxury • Intimate & secluded • Zen • Pampering

Keywords from JAVANA SPA WEBSITE

Recent Reviews

January 2014Trip Advisor: nlivor "you either love it or hate it" Nationality: ForeignerRated: 2 stars

- There was hardly any cellphone reception

- We were shocked by the prices of spa treatments

- Even though we were the only guests, they insisted we needed separate sauna rooms

and also a couples massage was out of the question...it was weird

- Other than fruit juices there were no drinks available

- Considering there's no restaurant or warung in the vicinity you are forced to eat lunch or

dinner in their restaurant, for which they charge a hefty price (125.000 + 20% tax/service

per person)

- The quality of the food was terrible and the portions are way too small. Prices aren't

mentioned on the menu, so we only found out about the price after finishing the meal

- This was the trigger for an early depature from the place....

Recent Reviews

December 2013

Trip Advisor: mmmjakarta "not worth the money at all"

Nationality: Jakarta, Indonesia

Rated: 1 star

"We found this spa resort in the internet offering luxury and adventure as a weekend get-away from Jakarta. When we arrived there... it was everything but luxurious. "- The hotel is very old, but in good shape. When we arrived at our room, it was another story. The bathroom was horrible: old, cracks in the bathtube, disgusting showercurtains...- The food was good, but chicken seemed to be the only meat available...Only water & tea served, advertised fresh juice breaks, only watermelon juice served- You could only chooses specific treatments depending on the lenght of your stay (we stayed 1 night only - thankfully).- I chose a facial treatment, which was very good and i wanted to know which products they use (on website they mention their own products) when i found out that they used products from BODYSHOP i was quite surprised.- The beautiful pictures...of the Javana Spa getaway in the mountains were actually the ones from their Kemany day spa - PRICE DIFFERENCE : The next thing we noticed are the completly different prices! The aromatic massage in the resort is 340.000 PLUS 21% tax. At the day spa the same treatment is 195.000 INCLUDING tax. SUMMARY: definately not going there again, even though the nature is beautyful there. In my eyes a total rip- off.

OVERVIEW

Positives:

• Amazing location, better then your competitors in West Java

• Most of the foundations are solid

• Some dedicated and motivated staff including the operations

manager

• Has potential to be an outstanding spa resort, beating all

competition locally

General Review

Traffic:

• The drive is comparable with a trip from Jakarta to Sukabumi or Bandung, which

is where many of your competition lies.

• Indonesians are familiar with this, it is not as big an issue as it might seem.

• As long as they come away feeling rejuvenated and have had a fantastic

experience, the drive would have been worth it (according to online statements)

Online reviews for similar resorts that say the 'journey' to the

resort is difficult, but also comment the drive is worth it,

because they had such a fantastic experience. This should be

the goal of Javana Spa also.

General Review

Access via TOLL

The toll road is being developed to Sukabumi, which means more people from

Jakarta will be coming into the area:

• Likely, more luxury hotels and resorts will soon start to develop

• If you act now, you can spend the next few years building up Javana's

reputation & night volume, and be fully prepared for the new business the toll

road will open to you

• You will be 1 step ahead of your future competitors

General Review

Javana Spa Pick-up/Drop-off Service: Great service, should be considered a value-add service

• The Javana driver service is a great option as the driver knows

the alternative routes to the resort, thus avoiding the toll road traffic if

necessary

• We found the 'alternative route' quick, comfortable and often provided nice

scenery. Only 1 hour from Bogor on a Saturday morning, which is very quick.

• One of your guests suggested online, that this service should be marketed to

Jakarta residents as part of the package and also it should be affordable, a

value-add service rather than a way to profit from guests

General Review

Negatives:• The facilities and decor, treatments & packages, customer service, menu/food,

activities, and overall ambiance needs immediate attention.

• There is no value-add initiatives, or anything about memorable about the

facilities or services.

• Currently, Javana welcomes only approx 1- 2 bookings on weekends,

maybe 0-1booking midweek. Guests feel isolated

• There are many instances of non-environmentally friendly and unhealthy

practices. The name Spa Resort indicates health, wellbeing and environmentally

friendly.

• You can see that the resort once was very beautiful, many online reviews say

that is a shame that the resort hasnt had the upkeep and upgrades it needs

• Many online reviewers feel cheated by false advertising on the Javana website

The location seems to be what is 'carrying' Javana Spa.

Staff Review

Recommendations: HR best practices need to implemented to ensure staff are performing well and are an assett to the the company

Skills Training & 5 Star Customer Service Training

Most staff have not had skills or customer service training maintained and therefore are

not up to date with current customer expectations or developments in health &

wellbeing.

• Staff trained in specific skills

• All staff trained in international standard customer service

• One senior member in each department trained to train others, monitor and

evaluate, and support research and development

"People are often referred to as a business’s most valued asset and in the hotel industry more than any, your team can make or break the customers’ experience...Keeping your team inspired and engaged can be challenging. But a demotivated team can lead to poor performance, poor customer service, poor attendance and ultimately to losing not only your best people, but also losing your valued guests."

People Management

Recommendations: Ensure the 5 basic people management skills are being used

Set expectations Clear expectations help staff to keep track of their own performance,

understand how their performance is measured. Ensure systems & process are in place. Look & listen Be approachable, ensuring staffs concerns are heard before it becomes a

problem. Talk to your staff & build relationships, show interest in them as individuals, build trust.

Take the time to identify their values, interests and aspirations.

Recognize Recognize and reward good performance & achievements. Give feedback;

what have they done well and how it has contributed; where they have fallen short and how this

can be improved. Celebrate and share successes.

Communicate Daily briefings ensure everyone knows what's going on that could affect the

operation or the customer experience in any way, as well as providing an opportunity for feedback

from your team on their observations or ideas. Communicate any changes before they happen & involve them in the process. Anything out of the norm will be unsettling & will have an impact on

morale and subsequently productivity.

Grow & Develop Development should have the intention of making people the best they can

be at their jobs. Identify and utilize people’s strengths, providing further development when

needed to bring out the best in these areas. Delegate and give some control and ownership, such

as making people champions for specific areas. This gives them pride in what they do and they will

appreciate that you've recognized where they do a good job.

Design & Decor

Problem

• There is no specific design concept visible at Javana Spa.

• The original design story seems to have been lost over time.

• The current decor creates a confusing atmosphere due to mis-match furniture and

decor.

• Most reviews of Javana Spa have commented on the 'aged & worn' appearance of

Javana Spa, and suggested an upgrade to match the priceless location and rates.

SolutionCreate a unique design concept for Javana Spa Resort. This requires piecing together many disparate elements to create a coherent and compelling picture.

Design Concept

Creating a design concept to develop a unique spa resort, steps:

1. Segment your customers according to their behaviour

2. Identify your protectable assets

3. Take social interactions into account

4. Focus on the brand story

5. Maximise revenue per square metre

* Using the original concept for Javana Spa, we can develop it and ensure that the new concept is appealing to modern market demands and needs.

Solid Foundations

The original foundations are in good condition. General rewiring and plumbing

upgrades are necessary, but this is usual with a building of 20+ years.

Maintenance

Basic maintenance is being done to areas most commonly used.

Must ensure that maintenance checks are routinely scheduled for machinery,

appliances, electrical, whirlpool, etc.

Kitchen

Most major kitchen facilities are broken/unusable (commercial fridge,

appliances, etc). Regular maintenance checks and repairs were likely not

carried out.

Gym EquipmentGym equipment needs maintenance ASAP.

Energy Efficiency

Considering the small number of guests, the energy bill is very high.

Assumption: 1 / 5 star energy rating

Problems: Old wiring is likely faulty, causing very low energy efficiency

No environmentally friendly technology, policies or initiatives

Individual electric water heaters in each room and/or entire facility run on electric water heating

Energy Efficiency

Solutions

• Install power off mechanism in the rooms (when guests are not in the rooms the power turns off), and other affordable energy saving technology

• Switch to GAS hot water system where possible, or high energy saving technology

• Professionally rewire/upgrade

• Develop environmentally friendly working policies which staff must learn and implement

• Switch to energy efficient light bulbs, and light alternatives

• Develop a maintenance check schedule to ensure all machines, utensils and wiring is in good working condition

Unused Buildings and Rooms

Some buildings are in dilipitated condition because they are not being used.

Example: The 'boutique' is a junk storage zone, but it's also a very visible and central building which has serious maintenance issues developing.

Solution: Turn it into a FEATUREGreenhouse/Alpine house

• Visibly beautiful • Excellent for developing seedlings, vegetables & shafts• Interesting feature for both adults and children• Can create private dining experience within the greenhouse• Easy to build and maintain• Climate is perfect for naturally kept greenhouse (no lights required)

Greenhouse or Alpine House with Private VIP dining

Film Room

Example 2

Use an empty facility and develop it into a home movie theatre. A small comfortable room where guests can relax and watch light hearted films and interesting documentaries.

Guest Suites

There seems to be 6 suites that have had some basic upgrade, with floating

floorboards and new paint, 3 suites also have new bedheads.

The overall appearance and ambience is very worn and aged and not

welcoming, calming or inspiring.

Positives: Very large units, clean, new flooring and comfortable beds

Negatives: Rooms resemble simple motel, not a resort. The facilities are very simple and no value-add initiatives or resort information is provided.

Guest Suites

Detail: Issues needing attention

• No resort information brochures in rooms

• Not tranquil, ambiant, inviting or cosy environment, very isolated and empty

feel

• No safe, no bar fridge

• No disposable slippers

• No robes

• No laundry bags

• Very basic tea and coffee making facilities

• No family rooms, honeymoon rooms or premier rooms available

Guest Suites

Example: Our experience

In our renovated room, we experienced the following issues:

• The lampshades were half broken

• The side lamps were very high voltage, cannot create a dim light only super bright

• Very old and worn bed heads. But very comfortable mattress &pillows

• No drains in bathroom floor, major hazard.

• We recieved towels which were old, frayed, stained, etc.

• The front door locks were old and very difficult to unlock

• No extra blankets provided, which we needed because it was cold at night

We felt our rooms were too simple and lacked comfort. The atmosphere did not induce a sense of relaxation, but rather a feeling of emptiness and coldness. There was nothing that made us feel special or welcomed in the room and there was no information about activities,

menu's, services, history of Javana, etc. .

Guest SuitesRecommendations:

• Renovate 15 of the rooms (inline with your overall concept) and only

book out these rooms. When night volume starts increasing, start to

renovate the others on demand• Develop at least 1 premier room which can be used as a honeymoon suite

also• Develop at least 1 family room to cater to families or small groups• Offer the rooms above the lobby as dorm accommodation for

drivers/assistants etc. Charge dorm rates or free for VIP customers.

Each room should be a place to

relax, unwind and reflect.

A comfortable and tranquil space,

which guests will never forget.

Overview : Guest Suites

• Create a comfortable and relaxing atmosphere, and combat the empty and cold

feeling. Rooms need more volume. Do this by utilising natural light and artificial

light through furnishings, and strategic interior architecture. But avoid creating

clutter, or a 'busy' room in the process. Always stick to the concept.

• The only windows are at the back of the room, creating a more hotel/motel

layout. With strategic interior architecture, we can create a room that feels like a

private bungalow rather than an attached unit. By enclosing the outdoor area at

the back of the units, with partitions, greenery and furnishings, we can further

create a feeling of total privacy.

• The climate is cool and it often rains, which is very calming and cosy. Therefore

the rooms need more warmth to enduce this cosy atmosphere.

Treatment Rooms

Atmosphere The general 'feel' of the treatment rooms is small, clinical, and dull. It did not feel like a Spa Resort. The original design for the treatments and spa rooms has been lost.

Example At one point, Nicole was given a body wrap in a make-shift treatment room surrounded by shower curtains....

General Review of Treatment Rooms:

• It is very confusing where each treatment is given, especially when it

seems like all body treatments could easily be given in just location.

• There is no feeling of privacy, tranquility, or ambiance

• The sauna does not work properly and the steam room seems to not

work at all. Most of the showers are faulty or do not work.

Treatment Rooms

Recommendations

ALL-IN-ONE TREATMENT ROOM for Massage, Wraps, Scrubs

• These days, most spa treatment rooms are 'all-in-1', this would consist of a bath

and/or shower and treatment table in each 'treatment room'

• All massages, wraps and scrubs can be given in these rooms. Taking the confusion

out of where to go for body treatments

Treatment Rooms

"THE SPA HOUSE"

THE SPA HOUSE

• For easy access to the sauna and whirlpool, new and spacious treatment rooms

could be developed in the whirlpool building.

• Guests can 'check-in' with staff at the spa lounge, and be taken personally to

their treatment room.

• Guests can be given a fresh warm herbal tea to enjoy before their treatment,

while relaxing in the spa lounge. After treatments, a light snack and beverage can

be provided, like sushi and Japanese ocha tea.

• Create a couples treatment room and encourage couples to use the outdoor

Zen hot spring spa (which needs cleaning asap)

THE SPA & BATH HOUSE

Treatment Rooms

Recommendations: "THE SKIN CLINIC"

• Develop a 'Skin Clinic' building which is used for skin treatments/cosmetology.

• This could be located in the building currently used for massages.

• A slightly more clinical feel to the rooms, because of the need for lighting and tools, machines, etc.

Treatment Rooms

Recommendations: "THE HAIR & NAIL HOUSE"

• Develop a 'Hair & Nail House' building which is used for manicures, pedicures, hair treatments and hair styling.

• This could be located in the building currently called Spa Salon.

• The room should be open, light and airy with natural ventilation.

Treatment & PackagesReview

• There are no illustrative or informative brochures or material available to help

decide on what treatments to you would like. (Also at Javan Day Spa Kemang there is

no brochures or presentable information)

• There are no knowledgeable consultants who help with the selection process.

• The forms to fill out on check-in are very confusing, and poor quality

• The 'packages' are not in line with modern expectations

• The schedule provided, (cards with a pin) is ineffective and no other clear schedules

are provided. The schedule of treatments and activities is unclear.

• The treatments on offer were standard, some unavailable. Most products used

were basic and not presented nicely. There seemed to be no effective products used,

however the Kemang Spa did have Jurlique which is a nice natural product and good

for aromatherapy and relaxtion programs

Treatment & Packages

Recommendations

• A consultant should welcome guests on arrival and help them to select a

package & treatments that would benefit them personally. This person should be

well educated in all treatment programs, health & fitness activities, menu and

diet, etc.

Guests should be able to build their own 'Package' based on the preferences. We can

give them 2 options, like a 'Set Menu' or 'A La Carte'.

Option 1 : Guests can select a 'Package' and the amount of treatments they can enjoy

is based on the length of stay. They decide what treatments they want from the Set

Package list.

Option 2: Guests can select as many treatments as they wish during their stay. They

will be charged a room rate which includes meals and general services & activities.

The treatments will be charged separately.

Treatment & Packages

Example: SET PACKAGES

DE-STRESS work, deadlines, overtime, traffic, no sleep...let time slowly pass while you unwind, relax and cleanse

DETOX pollution, airconditioning, unhealthy eating...rid your body of the built up toxins and get back to nature

REJUVINATE need to feel the rush of clean, fresh air and get your heart pumping? Rejuvenate your body & mind and enjoy nature

RECOUP perfect for recuperation and clearing your thoughts, especially after surgery, or physical or emotional stress

PEACE & PAMPER find your inner peace and enjoy total relaxation, be pampered and indulge in guilty pleasures

JUMP START WEIGHT LOSS & FITNESSfor guests looking to start implementing a weight loss and fitness

regime, this is a great way to jump start your body in to action. Includes detox, cleanse, and personalised fitness activities. Optional fitness and diet consulting.

Treatment & PackagesExample Package:

DE-STRESS Work, deadlines, overtime, traffic...let time slowly pass while you unwind, relax and cleanse.

Recommended Body Treatments: • Chakra Body Balancing Treatment: Includes full body massage, body brushing & scalp massage • Algae & Oshadi Body Wrap: Body wrap, full body massage using soothing oils & scalp massage • Blissful Slumber Evening Massage: Long flowing strokes & relaxation techniques help induce a long and peaceful sleepRecommended Face treatments:• 12 flower rejuvenating mask: brightening & regenerating, hydration. Includes face massage, cleanse, light scrub and mask• Repair mask lift & glow: for an instant glow to dull skin. Includes face massage, cleanse, light scrub and maskRecommended Hair Treatments: • Indian Hot Oil Hair Treatment • Hydrating Steam TreatmentOther Treatments:• Manicure & Pedicure:Includes reflexy, and optional nail polish• Ear Candling: Create balance and harmonyRecommended Activities: Fishing, Mid-Morning or Afternoon Yoga Class, Light Nature Walks to Waterfalls 1 & 2, Sunset Meditation Class, Zen Spa, Bath House (Whirlpool and Sauna), Film Room

Treatment & Packages

Recommendations

Research indicates that many people want to see results from spa treatments,

specifically facial treatments. We recommend you invest in some quality products

that guests will be delighted with because of the instant results. Guests can be

encouraged to book follow up appointments at Javana Kemang for more

treatments, as well as purchase the treatment products for home use.

For example, some of the most popular products used by high end spas for facial masks are:

• Pevonia Lumafirm Repair Mask Lift & Glow - Anti-aging, instant glow

• Allison 12 Flower Mask - Rejuvenate, brightening & regenerating, hydrating

• Yon-Ka Masque 105 - Anti-Acne, clay mask, cooling, good for sensitive skin, balances

• Osmosis Skincare Repair Healing Mud - Repair & healing, eczema, rosacea, after

intensive treatments, surgery, etc.

KITCHEN MENU

As a new chef has been hired already, it would seem much of the problems with the food may be resolved soon, including using local fresh and seasonal produce and other quality products easily available. A healthy spa resort will always creat a menu around seasonal produce, and ensure the head chef is very familiar with the cuisine.

Recommendations:Send your new chef to workshops focusing on nutritional cooking and techniques. Local chefs are

usually not familiar with developing menu's which focus on this aspect. We have researched a list of

programs on offer in Jakarta including;

• vegetarian cooking techniques

• cooking for nutrition and balance

• specific skills programs like bread making

• cuisine specific cooking like Italian, Japanese

and Korean

KITCHEN MENU

Food should not be healthy and bland, but healthy and delicious.

Many guests will be surprised how delicious healthy food can be, and hopefully

strive to continue a balanced and nutritional diet at home.

CONCIERGE & LOBBY

Usually a lobby would have an attractive feature and and be open and spacious. It is the first area guests see when they arrive and will have a lasting impression. It should be welcoming and visually impressive.

Review:

• The lobby was clean and staff were present to welcome us with fresh juice.• The area is very spacious, with lots of natural light. • The decor of the lobby is similar to the rest of the resort, with no clear concept or

design story.• The lobby had no memorable features

CONCIERGE & LOBBY

The room leading to the right of the lobby is unused and lacking any purpose.

Recommendation:

This area would be fantastic as a consulting area and library.

• When guests arrive, they can receive a 1-on-1 consultation in this room, and plan their treatments with the consultant• Consultants will help guests become fully educated on the activities and services provided at Javana Spa• Guests will be provided fresh herbal tea/juice

WALKWAYS

EXAMPLE: Walkway from lobby to dining room

Recommendation: Could be opened up to provide a pleasant experience, with feature wall plant and lighting effects

GARDENS & LANDSCAPE

REVIEW: The enormity of the maintenance works is clearly overwhelming for the

landscape crew. The gardens, which at one time may have been very beautiful, are now

lacking the beautification it needs.

• The gardens no longer reflect the tranquility of the location, with tropical fauna cut back

and only shrubs and grass permitted in most areas.

• The drive up to the mountain is amazing, with beautiful tropical forest. However the

landscape at the resort does not match the immediate surroundings and this is a shame.

• The landscape manager said the manpower needed to keep up maintenance is beyond

his capability, and therefore the gardens and ponds etc are not as they used to be.

GARDENS & LANDSCAPE

Solution: Create an environmentally friendly garden landscape

• Develop the gardens into an environmentally friendly design, encourage flora growth instead of cutting everything back.

• The landscape staff will be capable of maintaining a design of natural tropical surroundings.

• It would also provide more privacy for guests and a tranquil atmosphere.

GARDENS & LANDSCAPE

The are many opportunitites to develop the gardens into a sustainable, eco-friendly and activity filled landscape

• Create a vegetable garden (the Javana Spa website says there is a vegetable garden at

the resort, however we did not see it)

• Create a childrens garden and play area

• Create a chicken pen on the grounds for producing free range eggs and using the

manure for the gardens.

• Optimise the quality of the dams and streams to accomodate fishing activities

GARDENS & LANDSCAPE

STRATEGIC BUSINES PLAN, POLICIES & PROCEDURES

It is difficult to review or evaluate this section because;

• It would seem there is no business plan being followed, or that the current

model in ineffective.

• It would seem there is no efficient PMS system being utilised, or that KPIs,

inventory management or value add systems are not running efficiently

• Priority to run efficiently is not initiated

SALES & MARKETING

It seems there is no research based sales & marketing

strategies/activities carried out, or evaluation processes for analysis.

PROBLEMS:

• Suggest management is inexperienced to implement or manage efficiently a strategic

marketing plan

• Management has no budget to implement an effective marketing plan

• Marketing and sales strategies in use are ineffective

• Online booking sites are not working (check agoda, try make a booking...)

• Online booking sites and customer review sites are not monitored

We conducted online research regarding Javana Spa, including all customer reviews

across multiple booking and review sites.

There is a lot of valuable feedback available.

SALES & MARKETING

Suggestions: - Implement a strategic sales & marketing plan in-line with the

concept, train management, set processes & procedures and

encourage staff involved to implement it effectively.

- Majority market is domestic, so while ensuring international

standards are in place, it should also envelop and embrace

local culture

- Consult with marketing agency who are experts in

travel/hotel industry

Javana Spa Resort, Javana Day Spa Kemang and Sumawa Resort can all be under

an umbrella business & marketing plan in order to bounce business off each

other, ensure all properties meet specific standards.

LOCAL FEEDBACK

We conducted a small local survey of middle -high income earners. The generalised

feedback was:

• They knew of Javana Spa, but had never been

• They were not sure if it still existed

• They did not know anyone who had visited

• They had not seen or were unable to recall any advertising of Javana Spa or promotional

activies related to Javana Spa in recent years

• They were open to the idea of visiting Javana Spa if they received more information

• They preferred to travel locally for short breaks rather than catch a flight to a location

CONCLUSION

Javana Spa Resort, Javana Day Spa Kemang and Sumawa Resort are

all in the position to welcome visitors from all over the world, and

create an amazing life changing experience for it's guests.

As a spa resort, it is likely the only way it will succeed is if we

develop a truly memorable and magic experience for all guests.

To reach this goal, research and development required.

This development work needs to be carried out by a small team of local and

international persons, as well as outsourcing specific needs.

This will ensure that all aspects of the business is carried out to ensure optimum

results.

.