Spa Business issue 2 2021

Page 49

Property portfolio CAPELLA


Existing hotels ●● Bangkok,


(opened 2020)

●● Düsseldorf, ●● Hanoi,






●● Maldives ●● Osaka,



(next five-10 years) ●● Sydney,


●● Maldives

(expected June 2021) ●● Bali,


(next five-10 years) ●● Osaka,


●● Sanya,


(next five-10 years) (next five-10 years)


(expected 2022)


Director of spa and wellness, Capella Singapore

●● Macau,

(expected 2023)

●● Singapore

Cassandra Forrest


(next five-10 years)


●● Shanghai,

●● Ubud,

●● Kyoto,


(next five-10 years)

(opened 2021) ●● Sanya,


rom its Sentosa Island location, the flagship 1,114sq m Auriga Spa experienced an unexpected boom as soon as it was able to open last July after the national circuit breaker. “In the weeks before [re]opening, we were overwhelmed with enquiries,” says Cassandra Forrest, who joined Capella in 2019 with close to 15 years’ industry experience. “The rainforest setting of Capella Singapore lends itself to staycations and our reputation for high standards and cleanliness attracted domestic guests from the city who were stressed, working long hours and wanting to prioritise wellbeing.” This has translated into a spa capture rate of 10 per cent, up from 7 per cent pre-pandemic. Auriga also saw a 30 per cent increase in Forrest has achieved more revenue for July-December 2020 versus the 2019 period. business than pre-COVID Forrest believes that both the spa’s reputation and due to yield management compelling resort programme has attracted Singaporeans who remain at the resort longer because of thoughtful wellness and cultural activities. “Whether candle-making, meditation skin congestion. Forrest has introduced There’s been a or the art of yoga, you elevate the guest Biologique Recherche facials, which growing demand for augment existing Organic Pharmacy experience, promote longer stays and pique more interest in spa treatments,” facials because of treatments, signature moon rituals she says. “Last year, we added a self-care (SG$450, or US$337, €281, £244, for mask wearingmassage and DIY body scrub session 3 hours including body scrub, wrap, associated skin so we could educate guests on how to massage and facial) and locally inspired maintain their wellbeing at home.” therapies. Two new immunity-boosting congestion therapies tap into current health concerns Having reached a therapist utilisation rate including the Organic Pharmacy Immune Recovery of 90 per cent, Forrest has hired nine new team members Antioxidant Facial with Himalayan salt inhalation since last July. “Our number of guests reduced but as I was (SG$225, or US$168, €141, £122, for 75 minutes). able to grow my team and arrange shifts to yield optimal Forrest also hopes to complete in-depth training this booking times with staggered starts, we achieved more year for the introduction of chakra singing bowl therapy. business than pre-COVID,” she says. “We’re setting up a call“Once people feel fully safe and able to remove masks, centre to handle demand and streamline reservations while I think they’ll be longing even more intensely for the considering an online booking platform although this has touch and contact provided by spa therapies,” she notes. to be balanced with our desire to build guest relationships “If you’re trusted as a spa, there’s much to be optimistic by making personalised treatment recommendations.” about for the future as the pandemic has only served Since the spa’s reopening, there’s been a growing to highlight the importance of personal wellness.” demand for facials because of mask wearing-associated issue 2 2021 49