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.
Meet Saipul Herwin, an AYANA Superstar recognized as a key member of our team for his caring, sincere and passionate dedication to providing Villa guests with a level of service that does not just meet expectations, but makes them wonder how they ever put up with anything less. Congratulations Saipul, you make us all proud.
Q: What is your role at AYANA?
Head Butler – providing excellent service for our Villa guests to ensure maximum satisfaction.
Q: How long have you been with the hotel?
Q: How would you define great service?
I don’t provide good service or great service, but excellent service, which is defined by WOWing and thinking outside the box when it’s least expected by the guest. It’s not just anticipating guests’ needs, it’s anticipating the things they haven’t even imagined.
Q: You are an AYANA Superstar because our guests tell us that you always go the extra mile to ensure a memorable stay for them. Can you share an example of a time when you were able to help a guest or wow them with a surprise?
There are many occasions, I really love to find little ways to make people happy. If I think of the most recent one, a guest went to Nusa Dua to play golf early in the morning and they told me that they wanted to come back to the hotel by noon time. When they arrived at the hotel, I set up Pocari Sweat and fresh-cut fruits in their Villa with a little note. The guest was surprised and touched by the unexpected and thoughtful gesture. It was just a little thing but it made a big impact on their experience at AYANA.
Q: What would you recommend every AYANA guest experience?
It depends on the guest as different nationalities are attracted to different experiences. But if I were bringing my wife to AYANA, I would make sure we didn’t miss the Diamond Miracle treatment at Spa on The Rocks, sunset at Rock Bar, and ‘Pesta Lobster’ Dinner on the Pier.
Q: Do you have anybody you look up to or are inspired by?
My leader, Clive Edwards, for his energy
My colleague, Marian Hinchliffe, for her intelligence
My mom – as a single parent with 3 children, she has a really strong willpower to survive and provide me with the best.
Q: What do you like to do in your time off?
Surfing around Kuta and exploring Bali by visiting more remote areas like Nusa Penida and other neighboring islands.