You just never know precisely how a new spa will turn out.

Thousands of details all need to come together for a luxury spa to be perfect; design, equipment, supplies, hiring, training, treatments, products, food and beverage, furniture, retail items all have to be determined and put in place. There are over 1,000 items just on our list of small supplies.

Many people are involved in a spa development and opening. Everyone works together to create a great facility with energizing experiences. Ruth Armstrong, our Director of Spa Openings, worked with Lyndell Nelis our Spa Director on the opening details so I didn’t get to see the final opening product until this summer. I had a lot of anticipation and a bit of anxiety about how the concept turned out and went to see all the final touches in place.

I am very happy to say that after seeing it – I am definitely at Peace.

Each Willow Stream spa is designed to draw on the energy of the place; often it is connected to nature. However, here we connected to the nature of Shanghai the city – merging some of the art deco, somewhat flamboyant past with Chinese tradition.

The spa is built in the new part of the project yet it gives the same kind of quality and environment of the historic Peace hotel. The interior designers HBA (Hirsh Bedner) did a great job, using many of the iconic details to give it a classic feel.

The treatment menu is interesting too – carrying the character of the spa into the menu with treatments like Mystic Peace which uses the mystic knot symbol that is everywhere in the hotel and the spa as the inspiration for a very effective massage treatment.

This is the one I couldn’t wait to try. The mystic knot is like a figure 8. It is not only a symbol of prosperity and wisdom but also a perfect energy flow. Some say simply drawing a figure 8 over and over has a calming effect. This massage was designed to target long held stress knots in the muscles using the 8 continuous movement. My experience with this massage was amazing. I could really feel the stress and muscle release. I am not sure it made me any wiser or more prosperous but it certainly made me feel at Peace. I definitely will have this treatment every time I go to this spa.

Question:
What is the time you feel most at Peace yourself? I think for me it is home with my family on a Sunday night after a great weekend – just the best.

A couple of years ago, when we were opening our first Willow Stream spa in China at the Fairmont Yangcheng Lake, we had an exceptionally good group of colleagues as the opening team. They were quick to learn, enthusiastic about the brand and the spa and very technically proficient. Ruth (who opens our spas) and I could not speak a word of Chinese, so there was a lot of sign language and luckily many people on this team were also learning English.

Amongst this already terrific team there was one person who stood out to us. His name is Richard and he is our Fitness trainer and leader in the fitness area.

We saw his enthusiasm and his natural leadership abilities immediately. As an example, he noticed that we needed some extra help and organization for cleaning and set up in the days leading up to the opening. He simply took charge of a whole group of people not really in his department, without being asked, and he organized and led them to help us. His English was limited at the time but communication was easy regardless. Among the words he knew were “yes”, “ok” and “great”.

Last time I was back, he had organized teams to do presentations for me about the brand (we have a secret dance that we teach). It was fun. This time I learned from the General Manager how much the guests liked him as a swimming teacher for their children. All these things are outside of his regular job.
This trip I also noticed how much his English had improved. He is a quick learner and determined in this area. I know he is reading this as he tells me that reading my blog is one more way he is learning English!

The fun part for me was that his improved English allowed me to learn more about his family, leadership, his extensive background of athletics and his future goals. Oh, by the way, he is a talented personal trainer. I learned a lot during my sessions with him. He is encouraging and uses the word “great” a lot, not surprising given his attitude in general.

There are many examples of people just like Richard on all of our teams and in the next few months, I will introduce you to others.

In the meantime, “HI RICHARD – I know you are reading this. Please say hi to the rest of your GREAT group of colleagues”.

Question: I would love to hear about other GREAT Willow Stream colleagues that you have met. Please let me know of someone special we could recognize.

Sometimes I go “underground” and I am just a total guest. I try every shower and facility. I try our teas and, of course, our cookies and relax in all the lounges – all the while listening and watching how our guests use the spa.

I checked in to the spa mid afternoon and was guided to the locker area. I joined 5 other women who were sitting around in their fluffy robes, talking. They were all going out that night to celebrate someone’s birthday. One of them was helping another with her hair and they were all raving about their skin. It seems that they had all had facials. Interspersed in all of this was talk about husbands, bosses and friends and, yes, a bit of female humour at the males’ expense; it happens sometimes. It was clearly girlfriend time.

Then I checked out our latest experience shower with jets everywhere and different volumes and temperature. I was given a mud pack to use on my face in the shower. It was fun and I am glad they have enlarged the wall sign so I can read the instructions without my glasses. I spent 15 minutes playing with the dials and figuring out the system and all the options. I do think we need some additional instructions, though.

I went into the female lounge overlooking the terrace and remembered that I didn’t bring my bathing suit to wear in the outdoor whirlpool tub. I made a mental note to sell bathing suits. There are four women in the whirlpool on the terrace and they are having a ball. Lght rain is falling and the view looking out at the city and the mountains is amazing.

Two couples in another part of the terrace have crawled into covered lounge chairs. Did I mention that no one seems to be noticing that it is raining?

Back in one of the indoor lounges, I cozy up with a cup of tea in front of the fireplace. I am already relaxed and haven’t had a treatment yet. The mood of the other guests and the very helpful staff all around are so renewing. I already have found my energy (our slogan!).

My therapist arrives and quietly introduces herself and off I go to try out one of our new Stay Active RX treatments. It was really good and I could feel the difference in my hips where I have some soreness from sitting in airplanes.

Is it ok to say how much I like our own spas? It was one of the best afternoons I have spent. I got some great insights from our guests and really liked the mood of this spa. I will be back, as a guest not just for business.

Question

Ever wonder why spa robes often have no pockets? It is a debate we have all of the time. I want pockets for my glasses and various items I take with me. Most of our spa managers say that with pockets too many guests leave jewelry behind and we have to go searching through hundreds of robes and sometimes don’t find it. What do you think? I would love your feedback.

Part One: The Vacation

In a little bit of heaven, that’s where I am at the moment.

I’m on a business/pleasure trip with my husband. How lucky am I? This is my third trip here but the first with a chance to spend time off.

Every time I arrive, Bali just surprises me. After traveling 36+ hours, arriving in airport chaos and driving through a busy city with nonstop traffic, I’m still surprised that it’s not the natural, relaxing experience I keep envisioning.

My husband is totally engaged in pointing out all of the fun sights: families of 5 on mopeds, over-the-top fountains in the centers of traffic circles, beautiful smiles on the children by the roadside and miles of lush greenery mixed with road side shacks.

We arrive at our hotel – wonderfully lush, hot, pungent, humid, beautiful ocean and the best smiles of any place on earth. Smiles are the country’s richest resource. Whisked to our room with efficiency, friendliness and pride in showing us that our room opens to a lagoon and almost private pool – even a perfect cup of tea to refresh after the flights.

My husband is a golf fanatic so off we go the next day. Bali is near the equator, so did I mention it’s hot? We get to the course and meet our caddies who wear long sleeve shirts and are completely covered. Don’t let this fool you. It’s hot! What fun we had, though: views too beautiful to describe, plentiful wildlife including smaller versions of the fearsome Komodo dragons, and communicating with the caddies in the international language of golf. The caddies had a great sense of humor about my game but they still made me feel like Paula Creamer.
Sweaty and satisfied with our golf adventure, we splashed into our pool and then luxuriated in a wonderful nap. Refreshed, we headed off to the restaurant with its amazing Indonesian food. I have never had less than an outstanding meal in Bali.

The next day, our driver Dewa, whom I’d met on a earlier trip, picks us up and takes us to play golf at Nirwana about 90 minutes away. This is definitely golfer’s Nirvana. The GM, John Berndt, and our friend, Jeff Matthews from Mandara Spa, join us. I think the beauty of the course overwhelmed us; at least that’s my excuse. It is one of the loveliest courses I have ever played anywhere.

The adventure continued with a ride home during rush hour!!! It felt like we were being swarmed on all sides by motorcycles, each teeming with people. Our driver tells us there are more motorcycles in Bali than people and we saw all of them on our drive back.

In hot and sticky Bali, the traffic is unbelievably chaotic and unavoidable wherever you’re going on the island. Your clothes never dry and everything is wrinkled but the naps are long and luxurious, the scenery fills your senses, the food is spicy and wonderfully flavored and the people are the nicest in the world. I can’t wait to go back – even if it is 36 hours away.

Part Two: Work – The Global Spa Summit

The little vacation didn’t last long. I had to get ready for the start of the Global Spa Summit (GSS) 2012, Bali.

This year I had the honor of Co-Chairing the GSS, which is an invitation only business forum. Spa leaders from around the world come together to share information and business ideas and to shape the spa industry of the future. This was the first year we’d held it in Asia and we were so excited to focus on this region.

I’d spent the last year working with Susie Ellis on the agenda and content. Jeff Matthews, the other Co-Chair and head of Mandara Spas, focused on the logistics – set up and fun – which is even more important to the success of the conference.

We had speakers and discussion forums on a wide variety of topics from investing and growing business in China to new technology that will shape the preventive health industry. We launched an evidence-based medicine web site that brings together all the scientific research on many of our key spa therapies such as massage, fitness, and water therapies.

The theme was all about engagement and we took it to heart. Discussions were lively, panels were full of rich content and varying points of view, and keynote speakers stimulated us to think beyond our own industry for ideas to change our business and expand the things we could introduce to our guests.

We had some fun, too. The Indonesian Government sponsored a dinner that seemed like an elaborate tour of the history and culture of this fascinating country. We played musical instruments I had never seen before and some delegates formed an impromptu band.

The biggest learning was the power of engagement. This year I got involved in the GSS in a much more active and meaningful way than ever before. I’d been nervous because we’d put so much of ourselves into the program and so wanted it to go well. We felt immense satisfaction when something went perfectly and made notes for future conferences when other things could be even better. There is no doubt that our heightened levels of engagement as organizers infected the delegates and lifted the conference’s level of energy.

“Engage” is my new rallying call. Get involved in a passionate and meaningful way in everything I do: work out with engagement, eat with engagement, spend time with friends fully engaged and even get engaged in bringing interesting new dimensions to our Willow Stream spas.

I am very excited about our future.

Last week was a school holiday in Canada where she lives and we got to spend an amazing week together in London at our newly renovated Savoy Hotel which is a Fairmont Hotel and then in Paris at our also newly renovated Royal Monceau which is a Raffles Hotel designed by world famous Phillippe Starck.

Seeing these two favourite cities of mine through my god daughter’s eyes was the BEST vacation. She LOVED staying in these hotels, of course but she also made me and her mom go and see things I had never done in my 20+visits to London. We went on the London Eye and we even went to Abbey Road to have our pictures taken like the Beatles on their album cover (along with 20 or so others with the same idea). We went to Carnaby Street and laughed like crazy showing her some of the fashions now popular again – that she couldn’t believe her mother and I wore many years ago. She talked me into buying a pretty trendy dress in Paris and out of buying an overpriced and not so hip bag. We also saw a few famous sites in between all of this.
I learned so much. The time spent just experiencing the world with people you really love is a life tonic. BUT add to that – spending time with wonderful young people reminds you to keep a youthful outlook – so vibrant, positive, engaged, and hopeful and so much fun that it fills you up with a powerful energy.

And we didn’t even go to a SPA!!! Imagine if we had added that in too!!!

I try to live the Willow Stream philosophy of living with abundant energy – my new promise to myself….. Invite more of the people I love to enjoy life with me.

I think Gladys Stern had it right: silent gratitude really isn’t much use. That’s why I want to take this opportunity to write a few words of thanks to the many people who contribute to making our spas (and my life) so rich.

For starters, I am so grateful for my family and my family of friends, especially because I am away from home so often. I am especially grateful for my husband, Stephen, who makes my life so easy – taking care of everything while I am away and providing such a warm home to come back to. Our families make our lives busy and filled with love. Friends simply accept my comings and goings and never miss a beat when I see them again. Thank you, thank you, thank you.

Our spa teams around the world are talented and dedicated. Working together, they create a special energy in our Willow Stream Spas. They’re supported by our wonderful planners, so careful of all the spa details, and our Spa leadership teams and their colleagues who put so much effort into ensuring that our guests enjoy finding their energy through authentic spa experiences. These are very special people.

I’m truly grateful for our partners who work so hard to create spa products and services for us. In some of our spas there are 300 or 400 people involved and their integrity, loyalty and specialized genius are unsurpassed.

Most important, we are all grateful for our guests, whether they’re old friends or experiencing Willow Stream for the first time. Many – you, perhaps? – follow Willow Stream  on Facebook and Twitter. I truly appreciate the trust you have put in all of us to be a part of your healthy lives.

Now that I’ve broken my gratitude silence, I can shout out how truly grateful I am to everyone who makes my life so filled with happiness. And that includes you.

So, at Willow Stream, we decided to make October and November our Gratitude Months to remind us all everyday how lucky we are. And we especially want to say thank you to all of our spa friends with special offers every day throughout these months.

Thank you so much.
Anne

They’re great words, aren’t they? You’ll come across them often in books and articles about health, happiness, technology, trends, and luxury. We spend lot of time distilling the essentials of these concepts into the way we create and present unique spa experiences here at Willow Stream.

Energy: Feeling energetic is contagious. We need life’s basics – food, water and rest  - and we need to surround ourselves with energetic people so we can lift each other up. As soon as you feel sluggish or grumpy, you know that your basics are out of sync (usually sleep). I also know from experience that just a few minutes with my lifelong friend Linda gets me charged up again. Energy is my favorite word – and we spend so much time on it in our spas.

Connection: We need each other and in particular we need to be with people we feel a connection with. Connections can form around interests, family, history, or neighborhood. They can last just a few minutes, discussing something interesting on an airplane for example, or they might last a lifetime. Shared experiences make life rich. We see a lot of connections in the lounges in our spas; they’re such great places to connect with good friends or to make new friends. I recently met Jackie in one of our Willow Stream lounges and we started talking about the treatments we had just enjoyed. After we shared, I told her who I was and that lead to even more conversation. Now we are also talking on line. I like that.

Passion: Wouldn’t it be great to spend most of our time immersed in our passions? I’m lucky because spa is my passion and that’s what I spend my time doing. Of course, we need energy for passions.

Genuine: A lot of research points to “authenticity” as the newest trend. It’s one of the key pillars of our Willow Stream philosophy: however, there is something even more compelling about the word genuine. Genuine, to me, is authenticity delivered from the heart.

Remarkable: In Seth Godin’s book, The Purple Cow, we learn that what is remarkable today might not be tomorrow. If the concept of what’s remarkable is ever changing, then don’t we need to keep creating new experiences that are relevantly remarkable in the sense of “now”? We usually have to push ourselves to try new things and, more often than not, we find that the new experience is …  remarkable! Then we master it and it becomes “ordinary”. Living a remarkable life means adding new adventures, challenges, connections, passions and fun.

Abundant: So much time today is spent thinking about scarcity: do I have enough money?, will the market crash again?, is the recession over?, really? Maybe if we just shifted to focusing on an abundance of what’s important (health, happiness), we’ll be fine. My husband thinks my abundant shoe purchasing is going to single-handedly (footedly?) turn the economy around.

Fun: FUN is truly contagious. It’s also healthy and it can even make you look younger. We need fun every day along with at least five good belly laughs.

Artistic: Things we can’t teach robots and computers to do will be our future –  using our right brain to the max. We need exercises to develop our creative side. Your artistic nature comes out when you are filled with energy and finding ways to fill your life with the power of energy, connection, passion, genuine, remarkable, abundant, and fun.

A worthwhile health goal for right now might be as simple as putting these words into actions. We’re working on putting them into action more often in our spas, too. The best spa experience we can offer is a fun, remarkable treatment delivered by passionate people in a place that is artistic, inspired and filled with lots of social places to make genuine connections. That’s Willow Stream.

When I started my career 25 years ago, I worked for a company in Toronto that did a lot of tourism projects in developing countries. My first big assignment was to be part of a team to develop the first tourism strategy for the Sultanate of Oman.

The country intrigued me. It has an interesting history, quite different from other places in the Middle East. The clothes have an Indian and even African influence – at one time in the mid 1800s, Oman’s capital was actually way down the East African coast in Zanzibar.

The Portuguese controlled Oman for 140 years in the 1500s and 1600s. Their hilltop forts still create beautiful dark silhouettes against the sky at sunset. Oman’s famous carved doors are from the forests that are a rare resource in the Middle East.

Muscat Fort at Sunset

While I was working on the tourism study back in 1984, single women were not allowed into the country, so I didn’t get to see it in person.

Now I’ve come full circle. I finally got to Oman in September of this year to help with the new Fairmont hotel project soon to be under construction at “The Wave”- an interesting mixed use development with residential, our Fairmont Hotel and a Greg Norman championship golf course and of course our Willow Stream Spa – in Muscat, the country’s current capital. 

It was worth the wait.

Oman is beautiful and I was struck by the openness of the people. A great young guide, Majid, took me to all of the sites and openly shared his views on life, what he and his friends enjoyed doing and lots of details of family life. I even met some of his friends over coffee. (He also really liked going to spas so that was very helpful information).

Majid, my driver in Muscat

At first glance, the scenery is similar to other parts of the middle east -  lovely sand and sea – but there is an interesting effect of light and dark here. The land isn’t as flat as many other areas and this makes a contrast in the shades of sun and shadow throughout the day. Looking up at the hilltops, the historic forts are at times black against the sun and other times they sparkle with a golden flow of reflections. The same is true of the colors of the sand depending on the time of day.

Our Willow Stream spa here is being developed as an aqua thermal spa  inspired by the healing waters of the sea and the detoxifying heat of the desert.   All of its touch points will be in the Omani style. Rosewater and rose oil are very popular in all of our spas and I didn’t know that they are a centuries old tradition in Oman. Rosewater here traditionally comes in small copper bottles.

You will be hearing much more about this exciting project soon. In the meantime, I am delighted to have come full circle, after 25 years, once again working on hospitality in this lovely country. Wow.

I love this.