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Props Pep Talk: Bali Hotels Higher-Ups Discussing Plans To Embrace ‘New Normal’ Era

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The months-long hiatus will soon be over as hotels and accommodation properties around Bali cautiously (but eagerly) reopen their doors to welcome the summer travel season after COVID 19 pandemic. We talked with 6 owners and general managers of five-stars prestigious hotels around the island to dive into their marvelous mind and extract some of the best insights of how hospitality industry will cope with the drastic change and adjustment. Read below to get inspired!

The pandemic period of COVID 19 is still going, but the society will not wait until it stops to (re)start their activity all across the globe; either to work or planning for their next precious holiday. This change of tune is eagerly embraced by the hotels, resorts and lodging properties around Bali, as they are ready to welcome and cater the guest once again, with deep precaution and improved health standard in mind. “Every stakeholders (travelers, hotels, governments, etc) will adapt to the dynamic and constantly improving new Cleanliness, Health and Safety initiatives which will put everyone’s well being a priority.” said Jimmy Gunawan, the CEO of Alaya Hotels & Resort. “And this focus will be long term, to become part of our daily life in the future, just like security check point after the Bali bombs. This will be for the better for sure” he added.

Alaya Hotels & Resorts

Health & Hygiene Standard

The properties are also eager to welcome the ‘New Normal’ with several key adjustments in their standard and services; such as The Apurva Kempinski’s ‘White Glove Service’ hygiene initiative.At The Apurva Kempinski Bali, our utmost priority is to ensure the guest well-being, safety and comfort and make them feel confident about making a travel promise and exploring this wonderful world again” said Vincent Guironnet, the General Manager of The Apurva Kempinski. “In order to ensure the comfort and safety of our guests, Kempinski applied ‘Kempinski White Glove Service’, the extensive hygienic standards which includes a number of measures and steps. This new-normal service culture has been implemented in our resort which utterly adhere to local & national safety and health regulations” he explained.

Pala Restaurant of The Apurva Kempinski Bali

Similar with Apurva Kempinski, Tanah Gajah by Hadiprana also take some extra measures to ensure the safety of their staying guest. “We disinfect our property twice a week, in addition to disinfecting each guest room; especially the high-touch areas every morning” says Puri Hadiprana, the Owner of Tanah Gajah, a Resort by Hadiprana. “Guests will receive a reusable fabric mask upon check-in, and we have also made hand-sanitizers available at all of our outlets. We also ensure that our resort staff wear masks at all times, in addition to checking their body temperature every day, in the beginning, and at the end of their shift. Furthermore, to monitor our guests’ well being, temperature checks take place upon arrival as well as each day throughout their stay”

Tanah Gajah, a Resort by Hadiprana

Introduction of ‘Contactless’ Service

Embracing the worldwide change of post-COVID era, the hotels will all follows the protocol issued by World Health Organization in their hospitality method, including the introduction of ‘contactless’ service done in Capella Ubud. The lavish ‘glamour camping’ destination have implemented the WHO’s preventive policies and procedures across all of their properties; including mandatory temperature checks and health declarations for all suppliers and guests on arrival, frequent disinfection of all public spaces and increased sanitation of high-touch areas; twice-daily temperature checks and personal protective equipment for all colleagues and the roll-out of in-depth response plans. “To enable appropriate safe distancing, our new procedures also cover the reorganization of F&B outlets and updates to our spa services to minimize contact. Guests will also enjoy the option of contactless in-room dining and housekeeping services” says Mark Swinton, the General Manager of Capella Ubud.

Capella Ubud’s Officer Tent


To further maintain their guest convenience, the safety and health standard on public spaces around the hotels and properties will also gain a significant improvement and adjustment. “At the restaurant and bar, table spacing and à la carte-only dining has been introduced to ensure physical distancing compliance and the highest hygiene and safety standards” stated Terence T. Lee, the General Manager of Anantara Seminyak Bali Resort. “We recommend that reservations are made in advance. We also prepare to launch our new system at restaurant, all of our menu will available online. Guest could simply scan our QR code and check our menu selections on their own mobile phone”he explains.

Anantara Seminyak Suite’s Honeymoon Balcony

Spa Adjustment Policy

One of the most interesting discussion in embracing the ‘New Normal’ among the world of hospitality is the Spa treatment. With social-distancing protocol globally encouraged as safety COVID measure, how would hotels and properties adjust to this new standard in their well-being service? The answer is understandably varied. “All the treatment will (still) be available at our spa” says Hemal Jain, the Generas Manager of Alila Villas Uluwatu. “Our colleagues are well-equipped with masks and gloves, and the policies for utilizing them depends on department responsibilities, tasks and local guidance. From front desk associates to housekeeping, spa therapists and kitchen staff, colleagues are trained on the importance of wearing appropriate protective gear and will be taking precautions in an effort to provide a safe environment for our guests”.

Alila Villas Uluwatu’s Cliff Edge Spa Cabana

Other property applies different safety measure, such as Alaya Hotels and Resort, which opt to limit their spa packages; especially those that involve direct touch between the staff and customer. “For now we have decided not to offer any facial treatments, but with the right protocols that we have adopted we will be able to offer massage treatments in a safe environment” explains Jimmy Gunawan. “We have reviewed our existing menu and have now come up with a new concise menu that is as exciting and even have created what we called ‘in room self spa’ for the guests to enjoy on their own in the comfort of their own guest room” he concluded.



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