Category: Interview

Interview with Mr. Laurent Boillot, President and CEO of the new LVMH cosmetics venture, CHA LING

Mr. Laurent Boillot, a graduate of the ESC French Business School in Rouen, began his career in 1988 at the Havas Advertising Group. In 1990 he joined Unilever, working in the Elida Fabergé division, where he held increasingly senior marketing roles. Prior to joining Guerlain, he held the position of European Marketing and Development Director for Haircare, and joined Guerlain in 2002 as Deputy Managing Director in charge of Marketing. In 2005 he is appointed Managing Director in charge of International Marketing and Guerlain’s Swiss Subsidiary. In October 2007, Laurent Boillot was appointed President and CEO of Guerlain. Since January 2014 he has also been Executive VP of Make Up For Ever and President and CEO of the new LVMH cosmetics venture, CHA LING.

In June 2017, a new LVMH cosmetics venture, CHA LING, which uses Pu’er tea as its main ingredient, opened its first store in mainland China, located at the Taikoo Hui Center in Shanghai, marking its official entrance to the mainland China market. Prior to this, CHA LING made its global debut at Le Bon Marché Rive Gauche, Paris in January 2017, followed by its first Asian store in Harbour City, Hong Kong. Without doubt, CHA LING lays special emphasis on the China market. With Pu’er tea as its major ingredient and USP, the brand has created an all-around beauty lifestyle. Mr. Laurent Boillot tells us that CHA LING is currently independently operated with all products manufactured by Guerlain and with LVMH’s strong support.

Though a French luxury brand, CHA LING predominantly features Chinese tea culture. The story dates back to the year 2000 when German biologist Josef Margraf first came to Xishuangbanna in Yunnan province of China and encountered an forest of ancient tea plants. Four years later, together with his wife, Josef began to revive the plant growth in the forest and meanwhile helped local minority residents to increase their income. Later he met Laurent Boillot, then the President and CEO of Guerlain, and they became close friends. After Josef Margraf passed away due to a sudden heart attack, Laurent decided to continue his friend’s lifework and therefore came up with the idea of making pu’er tea cosmetics.

LVMH, a luxury kingdom founded by French billionaire Bernard Arnault, has seen rapid and strong development with continual acquisitions and mergers since its foundation in 1987, making it the biggest luxury group in the world. LVMH has 70 sub-brands and is known as a “brand reaper”, yet it has never launched a brand of its own using independent research and development.

“While acquisition and expansion is our strong point, launching a new brand is more of an adventure,” said Laurent. But thanks to his persistence and continual tests, research and development, he has proved the powerful skincare benefits of pu’er tea including anti-wrinkle, anti-inflammation, anti-pollution and more, and finally got approval from LVMH to allocate budget and establish a professional team for the development of the products. SpaChina interviewed Laurent.

What was in your mind when you launched the CHA LING project six years ago?

This is surely the greatest adventure of my career. I am so glad that I can create and expand a new brand in my work. I have been the President of Guerlain since 2007 and I deeply understand the strong power of LVMH, for example its research and development capabilities. However, it’s not easy to create a completely new brand. In this age of severe competition, no one can depend on luck for long-term prosperity. Meanwhile, at that time, no luxury company was willing to bet on green recipes.

What is the sustainable and green concept of CHA LING?

The original concept of CHA LING is an integration of Chinese and French culture. We are very lucky because the sustainable and green approach we have taken has now become the hottest healthy lifestyle trend in the world. I have set a strict red line for CHA LING in terms of environmental protection, including protecting the ecological environment of the ancient forest, using only palm oil approved by RSPO (Roundtable on Sustainable Palm Oil), reducing paper printing materials and packaging as much as possible. In Paris, many of our products like serum are sold without packaging. In China, however, in order to avoid the direct labeling on the product bottle which may influence the appearance, we have used paper box packaging.  

What is behind the rapid development of this China-France hybrid?

CHA LING covers a wide diversity of product categories such as cleansing, serum, cream, perfume and fragrance. This is an international test of Chinese tea culture. Customers on their first visits learn how to blend cleansing power with water until a fine foam is formed, quite like a tea ceremony course. From the product materials and usage methods to cosmetic theory, CHA LING gives Chinese customers a special experience that is both familiar and fresh. 

At the same time, more and more Westerners are keen on knowing more about and trying Oriental health and beauty approaches. Traditional Chinese health wisdom like The Inner Canon of Huangdi and the Yin-Yang principle are incorporated in the various treatments of CHA LING. You can call it a China-France hybrid, but I’d rather interpret it as a conversation between China and France. A tea-based brand is undoubtedly easier to win the hearts of Chinese people, while its wellness concept and ancient Oriental culture unfailingly draws the attention of foreign customers. I think all these are reasons why the brand is thriving.

One year has passed since CHA LING’s open at HKRI Taikoo Hui Center in Shanghai. Are you satisfied with the feedback from the market?

We have now opened seven stores. HKRI Taikoo Hui Center which houses The CHA LING flagship and The Middle House where CHA LING products are presented are both located in the most golden area of Shanghai, integrating product retail and spa services. I am quite satisfied with the results over the year. Particularly, CHA LING is in perfect accord with the SPA at Middle House both in design and concept and therefore gains very positive feedback from the guests. We have plans to launch stores in Hangzhou, Beijing and Shenzhen. Besides, CHA LING is also active in e-business platforms and WeChat. We will never miss any chance of development and promotion. We have already set our 15-year development plan. We hope that CHA LING can take solid root in China and enjoy sustainable prosperity here.  

How do you interpret the phrase “Luxury Brand”?

In my opinion, all luxury products must lay their foundation in culture. It is the culture that decides the value and content of the brand. Secondly, it is about rich imagination inspired by the culture, which is the most valuable, meaningful and thought-provoking thing in human beings, an art and a vision. After that, it is about continuous effort to fulfill that vision. I believe these three factors lie behind every successful luxury brand.

Interview with Mr. Kim Moon Kwon, the President of EunSung China Headquarters

Data in 2017 showed that China’s beauty and SPA industry now totals annual revenues of over 700 billion RMB, and the number is set to grow further in 2018.

According to a survey by SpaChina, 86% of beauty salons and 17% of SPAs in China have introduced skin and body equipment since 2017. Of the beauty salons with equipment installed, 39% of them have chosen Korean brands, 7% Japanese, 47% Chinese and 5% European and American brands. Of all the equipment, 60% are for skin programs and 40% are for body programs. And 72% of all skin equipment is from Korea. That is surely a significant proportion.

“With social development, people’s pursuit of beauty is no longer confined to the make-up level. They now expect to experience the latest beauty technology and demand health and safety, as well as cost performance and effectiveness in equipment,” said Mr Kim Moon Kwon, the President of EunSung China Headquarters. “Korean equipment can meet all these requirements. That is why I believe Korean equipment is able to guide the beauty world for the next 10 years.”

Korean equipment began to thrive in the mid-1990s, boasting a wide array of types including beauty equipment, medical beauty equipment and professional medical equipment. They feature complete functions, diverse business modes and competitive prices. Since 2015, as medical beauty has come into fashion, Korean-style cosmetology has brought forth a golden age of Korean equipment sales in the China market.

Founded in the early 1990s, Korean equipment brand EunSung has since exported its beauty innovations to Europe, Americas, Australia, Japan and China. With 30 years of industry experience, EunSung is now a leader among Asian beauty companies.

“I love China very much. Originally, I chose to study in China because of the food here,” Mr. Kim Moon Kwon said. China and South Korea had just established diplomatic relations in 1994, so there were hardly any Korean students in China. Mr Kim’s Chinese classmates and friends were very amiable and friendly to him, which made Mr Kim develop more affection towards this nation. “As a Korean who loves China, I hope to bring about a win-win result to both sides of China and Korea in my business. Finally I decided to be dedicated to the beauty industry and introduced EunSung, this top-ranking Korean beauty equipment, to China. I believe that all people, regardless of their nationalities, share a common pursuit of beauty and health. I want to commit myself, together with my Chinese colleagues, to the cause of creating beauty, health and science.” SpaChina interviewed him, and found him to be a low-profile true Korean gentleman.

From your perspective, what are the criteria of China’s beauty salon and SPA operators when they choose beauty equipment?

They will mainly consider the following aspects:

Firstly, safety. Safety is the priority for all skin management programs at beauty salons and SPAs. It is a must to guarantee that the equipment exerts no harm to body tissue. No matter how good the effects might be, if there is no assurance of safety, everything is in vain. China’s market is a little different from elsewhere. In other countries, there is a clear division of medical equipment and non-medical equipment, but in China, many beauty salons ask us to provide them with quasi-medical equipment. People always describe Korean equipment as “flexible”. It is because we always take into consideration customers and markets’ requirements before designing the equipment. We possess a large variety of safe beauty equipment which can deliver the same effects as medical beauty ones.

Secondly, efficacy. The equipment and products need to be effectively target various skin problems and play functions like anti-aging, wrinkle removal, whitening, skin regeneration, hydrating and moisturizing, and acne and spot removal. Combined with highly effective ingredients contained in professional salon products, the equipment delivers amazing effects that ordinary daily skincare fails to realize. The apparent and proven effects of beauty equipment is the main thing that attracts large numbers of people.

Thirdly, strong medical support. One of the key features of the development of Korean equipment is that it combines medical beauty practices with traditional beauty wisdom so that the equipment has a powerful backup of proven knowledge and theory, contributing to the safety and efficacy of the equipment as well. The Korean medical industry has a significant position in the world. It is also very sensitive to the market and able to apply the latest scientific achievements in the development of products and equipment. In this aspect, few can catch up with Korea.

Fourthly, continual renewal. With the development of technology, old equipment will inevitably be knocked out of the market. But Korean equipment and products, in collaboration with well-known medical institutes, manufacturers and skincare product research centers, are continually updated with the progress of technology. We bear in mind product updating and therefore try to control manufacturing costs. This gives more economic space to buyers who can update their storage with us.

Fifthly, high profit. The biggest concern of the beauty salon and SPA operators is profit. Profit is the basis of survival and a motivation for development. The programs delivered by Korean equipment provide a profit 2-3 times more than ordinary equipment. Good effects, high profit and low investment burden for equipment updating will provide a win-win result for both the operators and customers.

EunSung now has a large scale network in China. How do you guarantee sustainable and healthy development?

As a leader in medical beauty industry, our mission is to offer beauty and health solutions for people’s lives with continual research and development. The five core values of EunSung are: innovative technology, great quality, respect for customers, business ethics and corporate responsibility. Our goal is to provide a closed-loop around all services to customers.

In order to give our customers a better understanding of how to use the equipment and achieve the best effects, we have launched the ACADEMY system to constantly carry out training. The training also includes courses on skin and health knowledge. We pay large sums of money to invite famous teachers active in the front lines of the Korean beauty world to teach the courses, which will largely improve the professional knowledge and business operation ability of beauty salon and SPA operators. We have also launched a franchise program “EA” to encourage start-ups with small sums of capital to assist with client openings and operations with EunSung equipment and training.

How do you deal with market competition and fake products?

EunSung takes it as a priority to guarantee the quality of products and equipment because quality and cost performance is the foundation. In addition, we deliver holistic training and after-sales services to clients so that a firm cohesion is formed between clients and us, which means they will not easily change to another brand. Furthermore, we collaborate with the pioneering experts in the Korean beauty and wellness industry to continually introduce new treatments for our clients to update their programs, combined with daily skincare products and home use small equipment. For example, we have various high quality natural products to improve breast, buttock and body shapes, which can be used together with equipment to enhance the results without any side effects. The market has a big demand for such treatments, and our research and development team is very willing to offer clients these profitable and effective solutions.  As long as we can continuously satisfy salon and SPA goers with our treatments, and meet operators’ expectations with regard to profit, then we will remain in an invincible position in terms of the competition.

Also, we have a strong marketing team. Our sound development mechanism attracts marketing teams and channels to work together with EunSung with one heart. Undoubtedly, there are many other quality products of the same type from other countries in the market, but our marketing team is able to catch the psychology and true needs of clients and win them over with our high cost performance and value-added services.

The emergence of counterfeit products is inevitable. But being counterfeited doesn’t mean being surpassed. To catch up with the latest technology and make continual innovations is another strong point of EunSung. Meanwhile, we make continuous efforts to crack down on fake products. We’ve mad anti-fake codes through exclusive holographic technique for each EunSung equipment, in the hope that all industry people can identify the genuine EunSung products and also help us expose the counterfeit ones. Every year, EunSung makes huge investments in the research and development of equipment and products. With such a powerful backup force, I feel very confident and proud.

What is your management style?

As a foreigner and a foreign brand, it is impossible for us to have a due share in China’s beauty and wellness market unless we have enough passion for and love of this country. It is crucial to have smooth communications with workers at the production line and positively listen to their ideas. It is also important to handle my work promptly and report to headquarters in Korea on the state of the China market in order to adjust the development strategy and business structures in China on time. It is also important to be both flexible and practical, just like the equipment of EunSung, which features both practicability and design excellence.

What are EunSung’s development plans in China in the next five years?

I believe that China’s beauty market will undergo huge changes in the next five years.

EunSung’s goal in the next five years is to provide China’s customers with high-tech skincare solutions and directions with stable technology and localized and customized training systems to meet their requirements. We will keep updating our high-tech skincare equipment and programs, doing research and clinical work, and carrying out systematic training to the benefit of our clients. It’s also our goal to always be on top of the beauty market’s developing trends and accordingly tailor highly feasible solutions for startups and salon/SPA operators, as well as exploring more supply strategies.

Interview with Ms. Hani Alkaddri, The Spa & HC Director of NUO Hotel Beijing

Astounding many with its ingenious integration of ancient and modern and a unique interpretation of the aesthetics of space, NUO Hotel Beijing is widely recognized as a model of art in the hospitality industry. A series of elaborately-made artistic works are found throughout the lobby, SPA, restaurants, guestrooms and public areas.

Inspired by the colors of scholars’ gowns in the Ming Dynasty, brick grey and night sky blue are adopted against royal yellows and warm golds in the design of the hotel. Based on the ancient craft art philosophy, “elaboration for the best quality”, NUO Spa manages to achieve an artful symmetry and balance in the layout design of the nine treatment rooms, as well as maintaining pleasant ambience, and clearly-divided and practically-functioned sections. Meanwhile, the Spa does not lack for artistic elements, consistent with NUO’s essence. For example, at the entrance, pieces of modern art warmly greet customers and the multifunctional art garden is an ideal place for meditation and other mindfulness practices. After treatments, healthy foods are offered to complement the wellness journey.   

With 20 years’ experience in the SPA and fitness industry, Ms. Hani Alkaddri is now the The Spa & HC Director of NUO Hotel Beijing, in charge of the department’s strategic planning, operational management and team building. “I feel very lucky to work in such a distinctive and artful hotel,” she says. “NUO Spa is very special where my team and I find a large platform to develop our ideas, and to continually pursue innovative spa concepts and treatments.” SpaChina interviewed her.

What is the concept of NUO Spa?

NUO lays its foundation with the traditional Chinese wellness regime. Likewise, NUO Spa draws its inspiration from the Yin-Yang changing rules of the four seasons according to The Inner Canon of Huangdi, and creates NUO’s signature treatments based on the concept of “vitalize Yang in spring and summer and nourish Yin in autumn and winter”, to help people restore their inner energy and maintain healthy body and mind.

Learning from Compendium of Materia Medica by Li Shizhen, the essential oil and fragrance used in NUO Spa are all extracted from pure natural herbs. The uniquely-made essential oils, when solidified, can be further used as massage candles, body lotion and cream. During the treatment, customers will hear NUO Spa’s exclusive music which is also inspired by Compendium of Materia Medica. In every aspect and detail, we try to abide by Chinese traditions, and at the same time make innovations and adhere to the artful inheritance of NUO.

There are many art pieces in NUO Spa too. What are they and why do you use these art pieces to decorate the spa area? 

Most Spas have pleasant decoration. To NUO Spa, the best decoration is art, and that is what sets NUO apart from others. The aim of Spa is to strive for the utmost harmony and health of body, heart and soul, while one’s appreciation of art is a way to purify and sublimate the body and mind. NUO Spa most notably features the following art pieces:

Landscape Fun Series by Huang Qicheng

NUO Spa displays Huang Qicheng’s Landscape Fun Series which explores the spiritual and personality embodiment within the vast scope of nature. Huang aims to portray the artistic conception of traditional Chinese landscape painting through the medium of sculpture. By doing so, he allows the strong impression of landscape in Chinese philosophy to touch the lives of people today.

Rose by Wang Gang

Rose by Wang Gang can be found on NUO Spa’s mezzanine level. The art piece consists of nine nested cubes crafted from bamboo. The multi-dimensional work explores the dialectical relationship between freedom and order, finally resulting in a lamp blooming with dynamic light.

What is the signature treatment at NUO Spa?

NUO Tea Journey features Wuyi rock tea, a half-fermented green tea, produced at NUO Tea Base at Mount Wuyi. Rich in tea polyphenol, Wuyi rock tea treatment not only soothes the body and mind, but also helps remove free radicals and redundant oil so as to make the skin tender and smooth, and combat skin aging and radiation. The treatment begins with Rock Tea Bathing to help guests calm down amidst a pleasant aroma. Then in the Tea Body Scrub and Body Wrap section, the specially blended Wuyi Rock tea powder is made into body cream, together with essential oils and sea salt, to open every pores of the body and infuse in the nutrition of the cream. The following step is NUO Spa’s signature Body Massage, employing pulling, pressing, pinching and kneading according to the meridian channels of the body to stimulate blood circulation, increase skin immunity, and improve the whole body’s health and energy. 

What is your operation and management style? How do you maintain NUO Spa’s quality standards?

I work to inspire and motivate teamwork for achieving goals and influence valuable changes. I am always open to new ideas coming from team members. I consult with them frequently and encourage independent thinking. I believe in establishing an open discussion for decision-making. I recognize the skills of key team members and utilize their strengths to the benefit of the team.

Quality standards must be consistent and repeatable, so it is important to set out quality standards defining what is to be done and how it is to be done. However, good standards are not entirely something that can be delivered with a standard operation procedure manual. There has to be an infusion of the Spa’s own personality and vision through which staff have the freedom to act as they see fit with the aim of upholding that vision. Nevertheless, a strong training program is very important to ensure that our staff not only understand that vision, but also understand the standards which must be achieved. A blend of consistency and flexibility is the ultimate goal.

What is your view about the local market? Do you take any action to attract the local market? Do they have different needs from hotel guests?

It is best for hotel spas to engage locals at a high level as it adds a steady stream of revenue that can help the spa’s bottom line during slower times. It also provides a groundswell of support from a marketing standpoint. The more locals that have positive interactions with your spa, the more likely you are to receive positive feedback on review sites, which lead to more interest in your spa.

We attract the local market in a variety of ways including special discounts, creative packages and special treatment offerings, to name just a few. The general perception among the local clientele is that hotel spas tend to be extremely expensive. It’s important that we offer attractive discounted packages and perks. While most international hotel guests tend to go for a combination of treatments, the local guests would go for targeted treatment regime.

Now many spas are using more of the equipment and hi-tech anti-aging products, but NUO Spa is still keeping to the original philosophy and emphasizes human hand services. What are your thoughts on this?

Despite the emergence of technological treatments, there is still a great demand for traditional treatments. I have had treatments with the most modern technology that did not have as much of an effect on me as some basic treatments.

At Nuo Spa, we prefer to focus on traditional services and techniques that rely on human touch for healing & rejuvenating. As the saying goes, no machine can replace the connection between the therapist and the guest. We want our guests to go through a nurturing experience that helps to de-stress, unwind, pamper and transform with some hands-on healing using ingredients that are geared towards comfort and soothing.

Please introduce the four hands massage to our readers.

Our Four-Hands Massage is a unique massage modality that has two therapists workingsimultaneously on one body. The simultaneous massage movements enhance blood circulation and increase muscle relaxation levels.

How do you see the changes of China spa industry in recent years? What are the strengths and weaknesses?

I haven’t been here long enough to comment on the industry’s progression, but I have noticed that the industry lacks qualified and certified professionals who can demonstrate that their knowledge is consistent with international standards and best practices. There is also no regulation to say that a Spa therapist must be qualified or how much training is required to qualify as a therapist. They are simply employed and assigned to perform treatments without proper and adequate training in the specific area of work. It would be good to see a governing body or association develop guidelines and requirements when hiring therapists.

How do you see the young generation? What kind of spas will attract them?

The millennial customer is often time-poor and demands to see a difference immediately. For spas to attract a younger clientele it is therefore essential that they not only offer a great experience but one that is tailored to the individual client’s needs. Treatments should deliver maximum results in minimum time.

You should design treatments that speak to the customer and their lifestyle. Your menu needs to target the wellness concerns that millennials face; such as stress, broken sleep and long working hours, which have a direct impact on skin and body.

The future of the spa industry is in the hands of millennials. These spa-goers of the future are made up of educated, busy individuals who are tech savvy and often cash rich but time poor. They want to be able to use their smartphones to find out everything they need before arriving at the spa and a typical millennial consumer is already using a number of different apps to research which treatments are trending. To stay ahead, spas need to use the right technology to interact with customers and make sure they’re part of setting the trends.

Interview with Mr. Michael Branham, General Manager of Four Seasons Hotel Hangzhou at West Lake

“There is nothing more rewarding than to see the happiness that shines through the eyes of our guests when we were able to exceed their expectations.” So says Michael Branham. This true hospitality professional began his career with Four Seasons in Jakarta in 1997 and has since worked in a variety of senior operational roles across Southeast Asia including in Indonesia, Japan, Singapore and Thailand.

In 1999, he started the first World Gourmet Festival at the hotel in Bangkok, which grew into a widely popular event in the city. Branham was promoted in 2002 to Hotel Manager at the former Four Seasons Hotel Tokyo at Chinzan-So and three years later, he continued his career at Four Seasons Hotel Singapore. Branham’s first General Manager posting took him back to Japan at Four Seasons Hotel Tokyo at Marunouchi in 2007 where he remained until 2011.

Branham’s next move took him to the magical island of Bali, overseeing two properties, Four Seasons Resort Jimbaran Bay and Four Seasons Resort Sayan. During his tenure as General Manager in Bali, Branham worked hard to complete several renovation projects along with the opening of the Sundara beach club. Shortly after its opening in 2013, the beach club was listed by CNN among the top 50 beach bars in the world. Returning to Thailand for the second time, Branham was based in Chiang Mai as General Manager of both Four Seasons Resort Chiang Mai and Four Seasons Tented Camp Golden Triangle.

His earliest memories of Chiang Mai were of watching the sunrise over the rice fields. He can now add to his collection of memories by joining the gardeners’ parade in the rice paddy fields at sunset. One of his favorite animals is the elephant and at Four Seasons Tented Camp, he oversaw a team of elephants.

Branham still remembers his first interview 18 years ago at Four Seasons with Alfons Konrad, then the Corporate Vice President of Food & Beverage. “Alfons sold me on Four Seasons by describing to me the five-star ambience of the properties and the great lengths the company would go to create a memorable guest experience,” he recalled. “I knew then this is where I belong.” Now as the General Manager of Four Seasons Hotel Hangzhou at West Lake, he has never forsaken this pure wish, to offer what guests need most.

“Staying in the hotel alone can’t enable you to experience the profound historic and cultural heritage of Hangzhou. There is so much to see and do in the city: visiting pagodas and temples, boating on the West Lake, wandering amidst Longjing tea gardens, riding in Xixi Wetland… Meanwhile, I personally recommend you to enjoy the authentic Chinese style tea art at our teahouse, have a traditional Chinese meal and wine at Jin Sha restaurant, have a TaiChi session in the hotel garden, walk along West Lake in the osmanthus fragrance, enjoy a four-hand massage lying on a Sound Lounger at the Spa or learn from masters the essence of traditional Chinese Medicine…” Mr. Branham believes that it is his responsibility as the General Manger to guide every guest into a deeper exploration and understanding of the city’s culture and history, as well as having an unforgettable experience that Four Seasons delivers to them with hearty and meticulous services.

Branham emphasizes all-around remarkable quality and unique market positioning. Keen curiosity, abundant inspiration and strong execution power are the basis of his personality charm. In March 2018, Branham launched the “visiting wellness master program” at Four Seasons Hotel Hangzhou at West Lake, the first of its kind in China’s hospitality industry, to bring more extraordinary spa experience to guests by inviting spa world’s leaders to the hotel. SpaChina interviewed him.

What inspired you to start the “visiting wellness master program”?

I used work in Jimbaran, and I wanted to bring the industry-leading spa concept to Hangzhou from their well-known spa. We like to delight our guests and introduce them to meaningful experiences that they may not usually have access to. Wellness is the fastest growing industry in the world and our pursuit of health is important.

Four Seasons Hotel Hangzhou at West Lake’s annual Guest Practitioner program spotlights some of the spa world’s leaders: a rare opportunity for guests to benefit from private or group sessions with the industry’s most sought-after teachers and facilitators, such as the Thai wellness master from Chiang Mai, the Yoga & Meditation Guru master and the Watsu Master and more visiting masters in the coming months.

You recently invited Sabino Manzulli as visiting wellness master. What is special about him and his treatment?

Mr Sabino Manzulli is a gifted healer who draws on a range of healing modalities to harmonize mind, body and spirit, releasing stagnant energy and blockages, addressing nervous system disorders, anxiety, depression, stress, traumas, cancer and sports injuries. He is available for Total Emotional Release sessions.

As an exceptional practitioner, he is a master of the physical body yet understands the interplay between mind and body and is able to bring real change. Sabino did more than 40 treatments in two weeks during his visit. All guests got the unprecedented spa experience with Sabino. I also experienced a treatment with him and I found the effect was really powerful in terms of both body and mind. Sabino will come back in mid-May to Four Seasons Hanzhou and we already have spa reservations for his treatments.

Quality and special experiences for our guests are important to us as a company. We value ‘craftsmanship’ both local and international and are committed to bringing the best practitioners from around the world. It is a great privilege to introduce guests to these special practitioners and through that facilitate relief from pain both physical and emotional, increase awareness, reduce stress and simply create delight.

What are the most important elements a good SPA should possess?

Privacy, a tranquil atmosphere, an environment of unwinding electronical effects to lead body and mind, I think all of these are important points for a good SPA. Besides, innovative support and professional service also mean a lot to us.

A spa should be made up of a team of people who are all committed to the wellbeing of the guests and of themselves. A team who walks their talk, so to speak. Beautiful spaces, organic products, ambiance and service are of course really important, but it all starts with the focus of the team and therapists who love what they do. You feel it in their hands.

Not only in the treatments we provide, a center of life coaching is what we want to be.

Please introduce The Spa.

Bensley Design Studios and Concept Saphyr, designers of The Spa, use natural material of traditional Jiangnan characteristics to create a poetic interior. A delicate water curtain and soft lighting further add to the sense of tranquility. Our Spa concept and treatments are inspired by the time-honored Chinese healing philosophy and integrate natural gifts with modern spa techniques to deliver a holistic experience.

Upon arrival, guests first pass through a moon gate to the private shower and change rooms, and are then led to the treatment area. Changeable lighting and pleasant incense aroma help calm down the body and mind. After the treatment, guests can stay with the beautiful vibe and have a cup of herbal tea. Some VIP treatment rooms are equipped with a private bathing room and herbal steam room. Other facilities include a cold pool and multi-directional shower in the separate male and female change rooms, manicure and pedicure rooms, a hair salon and a boutique selling select spa products including the various essential oils used in the treatments.

Full of mystique and nobility, the Spa attracts many elite individuals. In 2018, it was again recognized in the 60th Forbes Travel Guide awards, the Oscar in the hospitality industry, as 4-Star Spa, the third time in succession to win the award. Besides, it has also gained recognition by SpaChina and Haute Grandeur with various treatment awards.

What are the three most popular spa treatments?

All our treatments are exclusively designed by Four Seasons Hotel Hangzhou at West Lake, integrating a vast selection of local produce. For example, the “Dragon Well Tea and Jade Spring Ritual” begins with a green tea and black stone foot wash, followed by a bath infused with the concentration of about 60,000 Dragon Well tea leaves. Your skin is exfoliated with a dragon’s well tea scrub, and afterwards, nourished with a warming imperial tea wrap. The ritual finishes with a relaxing aroma massage, using oil infused herbal concentrate to boost circulation and restore a natural state of equilibrium. Treatment duration: 150 minutes, price: 2,400 RMB + 15% service fee.

“The Emperor’s Seasonal Pursuit of Pleasures” is inspired by a series of twelve paintings, created in 1738, depicting the Emperor Qianlong’s various seasonal activities within the palace walls. These four seasonal rituals are themed on local flowers combining bathing, scrub, hot wrap and massages to stimulate blood and energy circulation and release stagnant energy and blockages. The four rituals are: SPRING-Water Lily & Peony, SUMMER-Jade & Lotus, AUTUMN-Moon & Chrysanthemum, and WINTER-Lanterns & Plum Blossoms. Each ritual last for 120 minutes at 1,850 RMB + 15% service fee & tax.

The rituals above feature different essential oils, including the Signature Aroma Oil extracted and blended from osmanthus, grapefruit, lime and jasmine; the detoxing and purifying Dragon Well Tea Oil combining Dragon Well Tea and essence of grapefruit, chamomile, sage, orange and jasmine; as well as the Seasonal Oil that features white peony, lotus, pogostemon cablin, rose and ginger oil.

Another popular treatment of ours is the String Resonance Massage, a four-hand treatment in which the guest is lying on a sound lounger. This treatment won an award at the SpaChina Awards in 2017. The sound lounger is designed by a Swiss designer who was inspired by Leonardo da Vinci’s Vitruvian Man. Sound waves delivered by 60 strings work together with a skillful body massage to balance all your senses, especially hearing and feeling. All your negative emotions melt away and your mentality calms down amidst the pleasant melodies and manipulation. The sound penetrates into every cell of your body to completely relax your body and mind. It’s very effective to heal sleeping problems. Treatment duration: 90 minutes, price: 3,200 RMB + 10% service fee & tax.

What will be your next visiting master program?

On May 18 to 24, we are going to have a couple from Japan – the visiting masters for Watsu, Mr Toru and Ms Yukako. With 20 years’ Watsu experience, they will surely bring guests unforgettable memories.

Today, no other treatment is as popular as Watsu, or to have raised so much discussion among guests and the media. It will take full advantage of the existing pool facilities like hot spring pool, heated swimming pool or heated kid pool. Guests suffering from sports or muscles injuries who cannot enjoy an ordinary spa massage are very welcome to Watsu. With the buoyancy and resistance of the water, combined with the rare mineral substances in the water, Watsu promises to give them a brand-new healing experience. Watsu can be sold solo or in combination with other treatments. After a Watsu session, guests will experience deep relaxation which can largely strengthen the effects of aromatherapy, detoxing treatments and more. A survey showed that 92% of users ranked Watsu as a 4 or a 5 in a 5-grade evaluation for its excellency. It is the best by far of all the therapies and facility experiences.

Interview with Ms. Namporn Kietthanakorn Executive Director of I plus Q Company Limited

Ms. Namporn Kietthanakorn, Executive Director of IplusQ, which is where Innovation plus Quality begins in Thailand. She initially discovered her passion in Ethnobotany from the family business, TCFF – Thai-China Flavors and Fragrances – the magnificence of natural plants and herbs, modern science concept and also Naturopathy.

In the year 2000, Namporn set her business vision of becoming the leading spa product manufacturer (ODM) and created the botanical spa products renowned as “I plus Q | House of Aromatherapy”. 

Moreover, Ms. Namporn has since participated in many external activities and has been selected to be a Vice President of Thai Spa Association. Her never-ending inspiration leads to the expansion into the domestic market, and the ASEAN market. Also I plus Q (Guangzhou) Cosmetics Company Limited, the new vehicle, was established in 2012 in China where she is aiming for global business growth for our total well-being.

SpaChina interviewed her to learn more about her business between Thailand and China, and also about the Thai Spa Association.

Thai herbs and aroma related products are very popular around the world. How do you process and produce your products?

At the House of Aromatherapy, ever since 2000, I plus Q was first started with the state of naturalistic passion. We believe in the power of natural holistic balance. When classical aromatherapy from the West meets traditional remedies from the East, it can draw on the essence of life. At the House, which is an artisan-like manufacturer, we have continuously brought an innovative approach, with careful selection of authentic materials imbued with our process safety-related standards for true beauty absolutely. Made in Thailand, our family, artisan and expertise, have created more than 300 spa and skin care products. Not only that, we have also crafted our signature products to serve respected patrons in the domestic market and all around the world. To ensure our promises – Innovation, Authentic, Customise and Quality – we have applied for and been granted GMP and ISO22716 to emphasize quality assurance for client’s safety, precision and long-lasting results ultimately.

The house has been crafted exclusive collections through “6 Steps – Success Formula”. We design and create the exclusive collection in service responsive to our client’s desires. To begin the brand journey, clients should identify their needs and co-create signature collection together with I plus Q family, artisan and expertise. Then the prototype formulas will be crafted around the finest ingredients. While clients can select designed packaging from trustworthy sources precisely, their chosen packaging are tested and proven by the necessary test service, including leakage test, stability test and compatibility test for efficacy and safety. Before finishing, our creative division provides the service of designing product label to convey your brand in the harmony of appealing packages. For perfect brand journey, the notifying number must be declared on your product label under laws and regulations of FDA Thailand that is the additional service for your total exclusive.

How do you feel about working as one of the key person for Thai Spa Association? How do you spare your time for your own business and association works?

Beyond individual success in business, I plus Q has emphasized on sustainable value. It is truly more worthy than tangible benefits. From philosophy to practice, we have attended to TSPA to meet the state of mutual growth- I plus Q, stakeholders, and society. With our specialty in bespoke approach, we can be a part to strengthen spa industry relating to the association objectives.

Please introduce Thai Spa Association to our readers.

The Thai Spa Association is a non-profit organization, established to promote and develop the spa industry in Thailand. Members enjoy a wide range of benefits, including educational newsletters and seminars, regular member meetings and events, and the opportunity to network with spa professionals from Thailand and other international spa organizations.

The association has been established since by Khun Napalai Areesorn with the vision to promote Thai Spa industry being the leader in the region and upgrade the standard of spa operations to be competitive in the international level.

The Association Objectives are as below:

•  To promote and preserve the general welfare of the spa industry and the safety of its consumers, by establishing standards for staffing, training, spa set-up, spa operation, and product and equipment supply.
• To be the voice of the spa industry in Thailand, educating the public a bout the value and benefits of the spa experience.
• To support and assist members to overcome obstacles as well as mediate with outsiders for mutual benefit in the engagement of business in the categories contained in the objectives; monitoring and following up on the movements in both the domestic and foreign markets of the products and service in which its members are engaged, for the benefit of trade, finance, economy or security of the country; and to encourage participation of spas of every size and kind, and entities actively engaged in supplying goods or services to the spa industry.
• To conduct research concerning the engagement of businesses of the categories contained in the objectives, exchanging and disseminating technical knowledge as well as trading information concerning such enterprises.
• To promote the quality of the products and services of those engaged in the businesses who are its members to meet standards as well as conduct research and improve production and trading methods for better results.
•  To cooperate with the government in the promotion of trade, industry, finance or any other business in the economic field within its objectives.
• To agree or provide guidelines for members to follow so as to enable the engagement of business in the categories contained in its objectives to operate in an orderly manner.
• To mediate disputes between members or between members and outsiders in the engagement of business.

What kind of feedback that you have received from your association members? Who are these members?

Our members are all stakeholders in spa industry from the spa supply chain including spa consultant, spa suppliers, spa operators, investors, spa academy and spa professionals who are interested in Thai spa business. 

Thai government is very supportive for the wellness, spa and massage business in Thailand, could you tell us more according to this point?

Spa business is mainly governed by ministry of public health, which will audit all spa standards and issued the laws to govern the standard of all spa business in Thailand. However, there will be also the ministry of Education and Ministry of Labor which will support the spa industry in ensuring the spa professionals are properly trained. For any foreigners who are interested to invest in Thailand, you need to contact with Board of Investment, which will facilitate the investors, how to invest in Thailand. 

Thailand has become the No. 1 destination for Chinese, how do you see this according to spa business?

Thailand is one of the destinations, which are popular for Chinese people because our Thai massage techniques are the massage with pressure points and using a lot of thumbs, and elbow, which can concentrate to the various muscles with the firm pressure. And we also combine the medical benefits of various Thai herbs in the treatment, which could not only provide the therapeutic benefits for the skin yet the natural aromatherapy.  Moreover, the Thai hospitality is another strength points which always attract the Chinese to repeat visiting spa for genuine Thai touch.

Are there any Chinese investment in Thailand relate to spa or wellness destination business?

Currently, there is no Chinese investment in wellness destination in Thailand. However, there are some Chinese investment in massage shop or spa in some Thailand tourist destination. This would be mainly serving for the Chinese tourist market not the local Thai.

Are there any Thai spa related companies in China now? What are their advantages and risks?

In terms of spa products, I plus Q is the only Thai spa products factory registered in China since 2012, their main clients are all major hotel and day spa brands like Banyan Tree, Anantara and Green Spa, their business sales have been getting higher year by year. They are the OEM spa products suppliers which created for many famous brands. However, the risk in establishing factory in China is the rules and regulation which are quite strict and need to be updated frequently.  Even the products ingredients are imported and formulated from Thailand, sometimes Chinese will misunderstand that the products are the local brand. 

In terms of spa operators and management, there is one company which is our Thai spa association members and fully owned by Thai company, the spa name is arom:D spa. Now they have their spa operation in Hangzhou. Their expertise is not only the authentic Thai treatment experience, but they also are very strong in training and spa management as well. Their business is also getting improved continuously. However, the risk in operating spa in China, the local spa talents are quite challenging to recruit, and the online marketing platform is also totally different from Thailand where they need to learn many new things to attract Chinese customers. 

How do you think about Thai and China spa market? What’s in common and what are the major differences for spa goers?

Both Thai and Chinese spa market, they preferred more in muscles releasing for the digital ages that suffered from office syndrome. For the major differences, Chinese market are looking for more instant result-oriented product. But in Thailand, they are interested more in natural products. In term of skin, Chinese spa goers will be more sensitive than Thai spa goers. Therefore, the selected product should be more suitable for sensitive skin for Chinese.

For the spa industry in Thailand and China, what kind of spa products or equipment are popular on trend now? why?

In Thailand, spa products with local herbs are heavily promoted by Thai government to support Thai farmers. These local herbs are more studied with scientific prove to improve the skin condition. Therefore, the spa products in Thailand will blend more with local Thai herbs. For China, the products would be more result-oriented with less time for application such as two in one products. In term of scent, the exotic aroma would be more popular related with the famous destination.

Do you think China is a potential market for spa business? Why?

China is still the big potential market for spa business. Chinese are more aware of the wellness same like the global trend like the rest of the world. Moreover, spa business will also grow together with tourist industry which are getting more booming in China as well.