An expert and consultant in quality awareness programs and
spa services for the hospitality industry’s most prestigious
properties around the world, Najwa Green has lived a life
most of us can only fantasize about.
A sensitivity to cultural differences and a strong grasp of
the needs of the consumer have made her an invaluable consultant
to a variety of Asia’s leading hotels, resorts and spas.
These include The Oberoi, The Four Seasons, Ritz-Carlton,
Hilton Hotels, The Villas Bali Hotel & Spa, Prana Spa
and Villas and Nikko Hotels.
This dynamic and personable woman has lived and worked in
London, Toronto, Vancouver, Manila and Jakarta as well as
such faraway havens as Palau in Micronesia and our own tiny
island of Bali where she is considered one of the best resources
for quality training, system and products for the hotel and
spa industries.
How did you ever get started in this business? "I’ve
had the good fortune to live in hotels for many years - fifteen
years to be exact - and experience first hand the trials and
tribulations that guests encounter in dealing with different
cultures and languages (telephone etiquette is my #1 gripe!).
We have several trainers who have also worked in either the
hotel industry or airlines and can therefore empathize with
the trainees. This is extremely important as there is an immediate
understanding between the two.
I was born in England, but we immigrated to Canada when I
was young. I’m Arab by birth and background. This generally
surprises people and I am really not sure why...maybe it’s
the strong English accent on account I was schooled in Oxford.
My parents were academics and worked with UNESCO all over
the world. We moved from the age of four to countries such
as the Sudan, Jordan, Nigeria and England. So a move to Canada
or Indonesia was just another move. One becomes adept at packing!
How does the Asian spa industry compare with the industry
in Europe and North American? "The spa industry has been
around Europe for centuries, though it is certainly not as
sophisticated as it is today. The North Americans, on the
other hand, have just discovered it, and it’s now d’rigeour
to have a spa in hotels where as in the past spas were found
only in health clubs. Asian spas are also a relatively recent
phenomenon, but in the the Middle East spas have also been
around for centuries. I recall at the age of eight being taken
by my mother to a hotsprings outside of Cairo.
I would have to say the basic difference between the western
and eastern spa is the spiritual connection that exists between
the eastern therapists and their clients. This is simply not
found in the rest of the world. It forms an integral part
of the experience. Balinese therapists, for example, are intuitive
and can connect with their guests in a way that is definitely
not robotic.
Whilst much effort is being made to emulate the Eastern experience
it is not within the culture and mind set of the Westerner.
A Czech pummeling and pounding you simply does not have
the same spiritual connection that Eastern therapists can
offer naturally, without even being conscious of it.
The focus in the east has always been the balance of the body,
mind and spirit. The west is very much focused on therapists
who have gone to college and are licensed practitioners. In
Asia, many therapists who have not even been to high school,
never mind college, but their spiritual awareness is highly
developed.
What famous spas has your company represented? In terms of
spas we have worked with, the Ritz Carlton in Bali.
I was proud to see that they have just been voted #1 in Asia,
but yet they remain committed to maintaining their service
levels. In terms of innovation, the spa at Prana at the Villas
in Legian has introduced quality and unusual treatments and
are keen on maintaining a strict level of treatment delivery.
Each adheres to strict quality controls and they steer clear
of using chemicals. After all, we have only one body and what
is applied to it will be absorbed.
What are the best or most unusual spas as far as architecture,
location and services are concerned? "Although the Hyatt
in Sanur is six years old – which is considered "old"
in the industry – it’s the best in terms of architecture
and flow. As far as locations are concerned, the Four Seasons
in Sayan, the Maya in Ubud and the Legian in Seminyak can’t
be beat. In regards to service, the Ritz Carlton in Bali and
Dharmawangsa in Jakarta are without peer.
I must caution that in terms of consistency of treatments
and service, the actual delivery can and often does change
very rapidly with a change in managers and therapists. A spa
rated as #1 today may be terrible in a month’s time.
Names withheld! This is where constant and consistent quality
control measures must be put into effect to ensure service
levels are maintained."
Is there a school or special training course for people working
in the spa industry? "The spas themselves usually do
their own training. When I became involved in spa operations,
I began to take a keen interest in creating and upgrading
either facilities or designing new ones and treatments that
match. In this business you have to love what you’re
doing. It is a tactile business unlike any other in the hospitality
world. Since you physically touch people, if you don’t
have a passion for it my advice is not to get involved in
it because your attitude shows and it is immediately felt
by clients."
You may contact Najwa Green at either najwag@indosat.net.id
or najwag@asiaspaservices.com, or check out her company Elan's
website at www.asiaspaservices.com
Suggestions for interviews or comments may be sent to pakbill2003@yahoo.com
Copyright@2004 Al Hickey
You can read all past articles of Siapa at www.BaliAdvertiser.biz
