AYANA Zeitgeist

Translated from German, Zeitgeist means "the spirit of the moment", and is the key principle underpinning AYANA's service philosophy. Here, we share our inside tips and favorite haunts to help you experience the AYANA Zeitgeist.

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National heroes are often only honored momentarily, and forgotten as time passes. Which is why 10 November, Indonesia’s National Heroes’ Day, is such a special day to remind us of the courage of the men and women who fought for our freedom as an independent nation.

On this day, 10 November 1945, our heroes the arek-arek Suroboyo (Indonesian warriors from Surabaya) fought in the ‘Battle for Surabaya’ against Dutch and British troops. This battle was a critical moment in the Indonesian National Revolution, and became a symbol of Indonesian resistance against the colonisers.

The leader of the battle, Sutomo, also known as Bung Tomo, was the icon of the Indonesian National Revolution. He was reowned for his bravery and fiery speeches that uplifted Indonesia’s militia. However, Bung Tomo was only officially recognized as a National Hero in 2008, 27 years after his death.

Today, talking about heroes does not have to be so extreme as the people who fought in great battles and sacrificed themselves for their country. A hero can also be someone around us, someone inspiring, or someone who changes lives for the better. It can be our parents, family, friend, relative, or a complete stranger.

To honor National Heroes’ Day, we asked some of our team members at AYANA Resort and Spa about their heroes :

1. Yelly – Guest Recognition

Yelly’s hero is her mother who gave her life, who always understand her, who is a friend as well as her Mom. One piece of the advice that she remembers from her Mom is, “When you do something, do your best with sincerity, love and don’t forget to pray. After that you will get the best result.”

2. Sugi – Sales Executive

Sugi adores the man who taught him how to read, and taught him about the Balinese Tri Hita Karana philosophy (the balance between god, man and nature). That man is his Dad. He is apparently a bit grumpy to others but he never gets angry to Sugi. “Always stay healthy, Dad”, that is what Sugi always prays for.

3. Kariawan – To’ge Restaurant Server at RIMBA Jimbaran Bali

Soekarno, Former President of Indonesia, is Kariawan’s representation of a hero. Kariawan says that everyone knows Soekarno was a brave man who led Indonesia in the struggle for Independence. Soekarno will always be in his heart.

4. Anna – Russian Guest Relations Officer

Jared Leto from 30 Seconds to Mars is Anna’s hero. The movies he has starred in and the music his band plays really inspire her because they contain so many life lessons. She even has a tattoo of the band. Her favorite quote from Jared Leto is : “Tell me what you killed to save a life, tell me what you killed to prove you’re right” from the song Hurricane

5. Clive Edwards – Resort Manager

“Be careful of the power of your words,” said Clive’s father, who always been his hero. Clive respects his father’s wisdom, generosity, guidance and counsel. His father has been a major influence on Clive’s management and leadership style, in engaging with guests and team members.

A Guest Relations Officer (GRO) acts as a host for a hotel by ensuring that all guests receive first class service and the highest degree of personal recognition throughout their stay. Such positions are common at five-star hotels, but sometimes language barriers pose a hurdle to how much a GRO can help a guest. However, language is no barrier at AYANA Resort and Spa Bali, where this role is elevated with a team of multilingual GROs who take special care of guests in their own languages.

AYANA’s full-time GROs include eight native Japanese, five Mandarin speaking, Korean and Russian team members, to cater for the different needs of guests from various countries. Whether it is taking an order for In-room Dining, making Spa or Restaurant bookings, arranging transport, showing them around the resort, or revealing inside tips on local attractions, the resort’s team of multilingual GROs ensure all guests experience the standard of service that AYANA takes pride in delivering.

In addition, the resort has multilingual versions of spa and restaurant menus and the in-room compendium, and guests can book their stay in one of five languages at www.ayanaresort.com. But it’s the personal interaction in their own language that is the most memorable experience. Meet some members of our “UN of GROs”:

Nozomi Sakuraba Japanese GRO

Yuri Itagaki Japanese GRO

Bella Liu Chun Mei Mandarin GRO

Kumi Furuya Japanese Wedding Coordinator

Tania Sovinska Russian-speaking GRO

Amami Yuki

AYANA recently hosted one of Japan’s most celebrated stage and movie actresses Amami Yuki to film a new TV commercial for Japanese networks. Her visit was also a chance for her to soak up the Balinese hospitality and tranquil environment, as she recovers from a heart attack suffered in May which caused her to drop out of her latest theatrical show.

Amami-san, who had been starring in “L’honneur de Napoleon” at the Tokyo Metropolitan Theatre, was rushed to hospital where doctors said she had suffered a mild heart attack. She was ordered to take 7-10 days of bed rest.

Her trip to Bali was her first overseas ‘holiday’ since the incident. The actress last week told a press conference in Tokyo that her visit to AYANA Resort and Spa Bali was a major factor in the recovery of her health, and the highlight of her time in Bali.

If there is one thing all guests must do while in Bali, it is to stay at AYANA and enjoy the resort’s world-class service, she said.

Amami-san visited AYANA to film a TV commercial for H.I.S, the biggest Japan travel agent for Bali.

The TV commercial, featuring Rock Bar and Spa on the Rocks, has been airing on all major Japanese TV stations since last week.

Amami-san’s career took off in 1987, when she joined the Takarazuka Revue, a Japanese all-female musical theatre troupe, and retired in 1995. She was the youngest actress in the company’s history to be cast in a top male role.

She was involved in various famous musicals when she was in the company, including Gone With the Wind, where she starred as Rhett Butler, and Me and My Girl.

After resigning from the company, she continued to work as a TV and movie actress. Her most notable role is that of Maya Akutsu, the main character in The Queen’s Classroom.

“Don’t stop, keep it moving

Put your drinks up

Pick your body up and

Drop it on the floor!”

Jennifer Lopez – On The Floor

It is the time of the year when AYANA’s management team spend a day on the floor doing jobs such as dishwashing, housekeeping, waitressing and guest check-in, in a bid to analyze service processes and further improve guest experiences. As John F. Kennedy once said; “Leadership and learning are indispensable to each other.”

In action here is Clive Edwards, Rooms Executive, checking all incoming vehicles at our entrance gate. He surely seems extra authoritative in his security guard uniform, although does not quite pull off the 'stern' look!

 

Executive Chef Bernhard Butz checks-in a guest in Main Lobby. No butcher knives were seen at the front office desk during the time of shooting, to our guest's relief.

 

Michi Sonoda, Japanese Business Development Director, balances two breakfast courses for her guests at Dava Restaurant's table number 4.

 

Esti Haryono our Director of Engineering spent the day at the Purchasing office, looking generally perplexed sorting out the incoming purchasing requests. The Purchasing department is the key to ensuring the hotel has all the equipment and supplies it needs to serve our guests. A busy role!

 

Assistant Financial Controller Raymond Sanjaya is used to dealing with numbers but if he took his numbers to the laundry he'd end up in jail. Here, he washes staff uniforms instead.

 

"And I will try to fix you" sings Giordano Faggioli, Food and Beverages Director of RIMBA Jimbaran Bali, our sister hotel scheduled to open in September 2013. Here, he takes on the duties of an engineering officer and gets his hands dirty.

 

Perhaps if he had spent more time washing dishes instead of posing for the camera, Rooms Director Martin Ehlers could be discharged earlier from his kitchen-stewarding duties. Lucky he was only on wash-up duties for one day or we'd be out of crockery!

There were bratwurst, sauerkraut and sour-cherry pies served at AYANA’s staff canteen last week – a departure from the usual Indonesian fare which is served to the hotel’s 950+ staff each day.

The special meal service continued the tradition of the monthly ‘GT Lunch’, whereby members of the Executive Guidance Team (GT) take turns in creating a menu from their home countries to be served at the staff canteen. Past menus have included Italian, French, Filipino, Japanese, Australian and even Jamaican fare. This month, the ‘GT Lunch’ was presented by two new native German team members: Rooms Executive Assistant Manager, Martin Ehlers, and Executive Chef Bernhard Butz.

Along with the rest of the Guidance Team, Martin and Chef Bern joyfully decorated the canteen in German colors and served various delicious German delicacies to highly enthusiastic employees. They rounded off the event with an informative slideshow and prize-laden trivia games. No yodelling was provided but there were German folk-songs and live music performances by members of the hotel staff.

The special ‘GT Lunch’ menus are served for both Lunch and Dinner on the scheduled day, and include a ‘Fun Facts’ presentation and Quiz by the relevant Executive about his homeland. The purpose of such themed lunches is to add more variety to the canteen selection and to encourage an atmosphere of fun and learning, with unique experiences not only for guests but also for AYANA’s team members. A bonus side effect of these themed lunches is that they also help employees to understand better the preferences of guests from these countries, so that they can then serve them better.

Guten Appetit!

 

 

 

We may not realize it at the time when we accept a plastic bag at the supermarket or shop, but the plastic bags we bring home probably end up as landfill. Every year, more than 2.8 billion plastic bags are distributed in Bali, resulting in 1.5 million tonnes of rubbish which we often see end up in our oceans. They are typically made of polyethylene and can take up to 1000 years to biodegrade in landfills that emit harmful greenhouse gases. In an effort to reduce our contribution to plastic-bag pollution, AYANA Resort and Spa Bali’s 950 plus employees have been encouraged to ban plastic bags in their households, as part of an environmental partnership with anti-plastic campaigner Tas Pasar (www.taspasar.org).

As part of its education outreach to hotels in Bali, Tas Pasar founders David and Ellie Eagles made a presentation to AYANA’s employees about the impact plastic bags have on waste levels and the eco-system at a General Session in AYANA Ballroom. They also distributed 1000 free reusable shopping bags to encourage use of these bags rather than plastic, and AYANA has placed posters and reusable bags in its employee canteen and lockers to reiterate the message.

The message is now clear for AYANA’s employees: on your next trip to the markets or shops, BYOTP (Bring Your Own Tas Pasar).

The Ugly Truth: Ellie explained to AYANA's 950+ staff that used plastic bags take up to 1000 years to break down into small toxic particles that contaminate soil and water.

This ain't no plastic smile: Staff members received Tas Pasar bags as part of the Plastic-less campaign for a cleaner, healthier Bali.

Bagful of Hopes: Tas Pasar ('market bag' in Indonesian) hopes to enlist the support of more businesses in and around Bali.

 

 

Way Finder

“No matter how hard the situation, when you really look for a way, you will find it. ” Pratiwi Setianingrum – ROLE Models trainee as waitress

Where are you from? Surabaya, East Java.

What do you think about this R.O.L.E program and how did you get the opportunity?
My grandma told me about R.O.L.E I lived with her since I was a kid when my parents got divorced. So I actually was not wishing for a chance to have a better education considering my situation. This is like a university for me. I am trained with F&B skills, English, gardening and cooking at their training center in Nusa Dua, and getting a training opportunity at AYANA, I am confident I will do better .

What gets you excited about being a R.O.L.E student? And what makes you nervous?
I love the trainers at R.O.L.E and how R.O.L.E connects me to AYANA. I am a little nervous about interacting directly with guests at AYANA but I guess I will get used to it and gain confidence every step of the way.

Has a career in the hotel industry always been your passion? If so, in which area specifically?
Yes. Always. I want to be a restaurant manager someday and to go there; I have to learn how to be a good waitress. Also, I love doing administration work! Maybe after this, I can apply as an admin assistant.

What is your message to friends?
Never give up. No matter how hard a situation might be, there has to be a way as long as we do not give up. R.O.L.E and AYANA is my way out of my difficult situation.


“If you are good with people, the good force will come back to you.” Maria Karmelita – ROLE Models trainee as waitress

Where are you from? Flores

What do you think about this R.O.L.E program and how did you get the opportunity?
I used to sell cellular phone credit vouchers on the street. A lady who was selling porridge across my stall used to talk to me with her son. And she told me about R.O.L.E because she thought I was so sweet to her son. So I give it a shot and I am now learning English, basic working skills, gardening, and F&B service at the training center.

What gets you excited about being a R.O.L.E student? And what makes you nervous?
R.O.L.E is the answer to my prayers and I am blessed with all the education I am receiving. I have mixed feelings, I am excited and nervous being a trainee at a place like AYANA I just hope I can make my trainers proud and the guests happy.

What is your message to friends?
Try your best, and let God do the rest.

What do you want to achieve?
To be a Restaurant Manager, or better yet, own my own restaurant.

“Success comes from doing small things with great effort.” Azizah Isdiana – ROLE Models trainee as a waitress

Where are you from? Banyuwangi, Java.

What do you think about this R.O.L.E program and how did you get the opportunity?

R.O.L.E is not merely another organization. It is like a home and school blended into one.R.O.L.E has helped me to gain confidence too. My friend told me about it and I am now studying basic F&B skills, English, gardening and cooking at their training center in Nusa Dua.

What gets you excited about being a R.O.L.E student? And what makes you nervous?
The knowledge and training program that R.O.L.E is giving is something I thought I would only get if I had enough money to pay for it. But I am able to have this education because of the R.O.L.E sponsorship, and the most appealing perk is that it gives me an opportunity to train at AYANA.

Has a career in the hotel industry always been your passion? If so, in which area specifically?
No I never thought it would be possible. But since R.O.L.E got me here to AYANA, I have a new dream!

What is your message to friends?
Success does not come in the blink of an eye. It is a continuous effort that starts with a small step. And I am so glad that I took my first step with both R.O.L.E and AYANA. I am suggesting my friends join R.O.L.E too.

What do you want to achieve?
My new dream, which is to be a professional hotelier.

“When you hit rock bottom, the only place you can go is up!” Ahyani – ROLE Models trainee as a therapist at Thermes Marins Bali Spa”

Where are you from? Situbondo, East Java.

What do you think about this R.O.L.E program and how did you get the opportunity?
I know R.O.L.E from a friend. I am a single mother, I used to work in a small warung, trying to make ends meet for my 10-year-old-son. I only graduated from elementary school so it is a bit hard for me to even imagine I can make a better living. But after I found R.O.L.E, trained with F&B skills, English, gardening and cooking at their training center in Nusa Dua, and getting this training opportunity at AYANA, I am confident I will do better for myself and my son.

What gets you excited about being a R.O.L.E student? And what makes you nervous?
I love the trainers at R.O.L.E . They care about the development of each student. And I love being part of a hotel that is as great as AYANA. Even though AYANA’s guests have high expectations and that makes me nervous, the hotel trainers are incredibly supportive and patient of me and the rest of my friends.

Has a career in the hotel industry always been your passion? If so, in which area specifically?
Yes. I specifically love being in the Spa department.

What is your message to friends?
If you think you are at your lowest, cry for help. Do not keep it for yourself because it will drain you and bring you to even a lower level. R.O.LE is a form of help that I am getting.

What do you want to achieve?
Working here at AYANA, and making a better future for my son.