World of well-craft
Grand Hyatt Singapore and its well-being director, Thea Wong, are pioneering a new dimension of wellness for the hospitality industry
THE ASSIGNMENT: TO REVIEW A Damai Spa treatment at Grand Hyatt Singapore. However, moments into the state-of-the-art The Recovery session, we fell asleep – which is remarkable considering that a) our monkey brain almost never rests, and b) infrared heat, acupressure and LED lights were involved. While a blow-by-blow account isn’t possible, we can confirm that it was marvellously rejuvenating. After the 120-minute session, our muscles felt more relaxed than they had been in a long time, and we slept like a baby that night.
The wizard behind this sorcery is Thea Wong, Grand Hyatt Singapore’s director of well-being. The first person in Hyatt’s global organisation to hold the portfolio, she’s focused on helping the hotel take on a more holistic approach when it comes to wellness. That may extend to, for example, formulating new spa treatments using different types of technologies, such as The Recovery, which Wong pioneered. Or developing wellness programmes for guests that combine elements to address physical, emotional and mental health. Or even building out how the hotel’s initiatives can benefit the wider community.
“Our philosophy is rooted in the understanding that wellness encompasses multiple interconnected dimensions,” says Wong, who holds three master’s degrees in international hospitality, business and counselling, and is a qualified psychosexual and relationship psychotherapist. “Well-being is a highly individualistic journey that evolves through different life seasons and necessitates self-awareness – something that can only be fostered when individuals have the space, time and support to discover their personal agency and motivation.”
The wellness champion’s background is just as rounded as her approach. A childhood spent observing her mother’s beauty business and how she took care of her clients, together with an early job as a bodywork and aromatherapy therapist, laid the foundation for her to explore the realm in a more integrated way. “Working with clients experiencing physical issues, I observed the limitations of focusing solely on the body and prescribing standard plans,” explains Wong. “While clients often felt temporary relief, the root cause of their physical issues was frequently linked to their mental and emotional states.”
To put her expertise into practice at Grand Hyatt Singapore, the hotel has launched programmes that go beyond conventional offerings, such as its Grand Vitality Fitness & Wellness membership, which opens up the hotel’s cutting-edge spa and fitness facilities to the community. Then there are the curated classes for both guests and members at Damai House, a newly refurbished space that, among other things, has a Mind Body Therapy wall to facilitate deeper mind-body connections. “These programmes… help members recognise what was lacking in their routines,” says Wong. “(Participants) consistently report feeling calmer, more centred and empowered to make positive choices for their well-being.”
Human capital
Interestingly, Wong’s role goes beyond finding solutions for paying customers – she’s responsible for employee well-being, too. It’s a powerful acknowledgement by the brand that wellness at work impacts personal lives, and one that Grand Hyatt Singapore is addressing with a dedicated social space for staff. The space includes a fully equipped gym, recreational facilities and relaxation areas. What’s more, the hotel has started offering body composition scans and resilience-focused training for employees, to help them regulate stress and navigate challenging situations.
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“The hospitality industry demands a unique level of emotional labour from its professionals, and research clearly demonstrates the link between this and increased burnout, occupational stress, anxiety and depression,” emphasises Wong. “It’s no longer sufficient to focus solely on physical wellness programmes. We need a fundamental shift in how we view and support our employees’ holistic well-being.”
Another key challenge that’s emerging as wellness becomes one of the world’s fastest-growing industries is “wellness washing”. With consumers becoming more discerning, it’s up to providers to ensure they stay credible with offerings that are effective and have integrity, observes Wong. “In a sense, it’s about combating ‘wellness washing’ and building trust through demonstrable results.”
Ultimately, her vision is to integrate wellness into every touchpoint along the Grand Hyatt Singapore journey, for guests and employees, in a way that goes beyond service or environment. “For me, the perfect well-being experience is fundamentally human-centric, where each guest feels genuinely acknowledged and leaves with a renewed sense of purpose,” she says. “It’s about cultivating an environment where guests feel seen, heard and understood, recognising the uniqueness of each individual’s wellness journey and empowering them with the tools and support to achieve their self-defined goals.”
It’s ambitious, but don’t you sleep on it: it’s clear both Wong and the hotel are well on their way to making it happen.
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