Spa_Executive_January_2024
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
ISSUE #51 JANUARY <strong>2024</strong><br />
SPA EXECUTIVE<br />
FOR LEADERS IN THE BUSINESS OF WELLNESS<br />
THE<br />
INNOVATION &<br />
CREATIVITY ISSUE<br />
SPOTLIGHT<br />
Jumeirah’s VP of Wellbeing, Niamh<br />
O’Connell on her new role and enriching<br />
the guest wellness experience<br />
BUSINESS<br />
Driving hospitality revenue with<br />
innovative sleep tourism programs<br />
FEATURE<br />
Why innovation is crucial for hospitality<br />
businesses in <strong>2024</strong>
PUBLISHER<br />
Roger Sholanki<br />
EDITOR, CREATIVE DIRECTOR<br />
Elizabeth Bromstein<br />
DESIGNER<br />
Design Pickle<br />
CONTRIBUTING EDITOR,<br />
PRODUCTION MANAGER<br />
Sal Capizzi<br />
Note from the Publisher<br />
Dear readers,<br />
Innovation in hospitality is reshaping the way we experience travel and accommodation through the<br />
integration of cutting-edge technology with traditional hospitality values. Driven by global events as<br />
much as tech developments, this synergistic combination is providing new ways to enhance<br />
operational efficiency, reduce costs, increase revenue, and more.<br />
Technological innovations are providing new ways to design unique and creative wellness offerings<br />
while streamlining and simplifying processes. And advances in data analytics and AI are allowing hotels<br />
to tailor services to individual preferences, ensuring that each stay is uniquely memorable, fostering a<br />
deeper connection between consumer and brand.<br />
In this issue of <strong>Spa</strong> <strong>Executive</strong> we’re looking at why innovation is so important right now, some of the<br />
ways hospitality and wellness leaders are getting innovative and creative, and how this is impacting the<br />
industry overall.<br />
In our Spotlight interview, Jumeirah’s new VP of Wellbeing, Niamh O’Connell talks about how Jumeirah<br />
Group is poised to be a leader in state-of-the-art wellness and embracing new and emerging<br />
technologies in the wellbeing space. Read her exciting and insightful interview here.<br />
We also look at innovations in sleep tourism, a sector expected to see massive growth over the next<br />
few years; and some innovative solutions for employee retention. Our featured property, meanwhile, is<br />
Jumeirah’s breathtaking and towering Burj Al Arab - a hotel and spa experience that elevates the<br />
<strong>Spa</strong> <strong>Executive</strong><br />
<strong>Spa</strong> <strong>Executive</strong> is Book4Time’s<br />
magazine for leaders in the<br />
business of wellness. News,<br />
views, and interviews for those<br />
who want to attract top talent,<br />
increase customer retention,<br />
and offer the best possible<br />
guest experience.<br />
concept of luxury.<br />
Niamh O’Connell has said that we are standing “on the brink of an exhilarating transformation.” And<br />
she’s right. It’s an amazing time to be in hospitality.<br />
I hope the insights herein empower you with valuable knowledge to propel your business forward.<br />
Warm regards,<br />
Roger Sholanki,<br />
CEO, Book4Time
Contents<br />
<strong>January</strong> <strong>2024</strong><br />
Volume 51<br />
4<br />
7<br />
9<br />
11<br />
TECHNOLOGY<br />
Checklist: Common objections<br />
leadership will make to new software +<br />
the counterarguments<br />
MANAGEMENT<br />
Innovative solutions for employee retention in<br />
hospitality & wellness<br />
BUSINESS<br />
Why innovation is crucial for hospitality<br />
businesses in <strong>2024</strong><br />
BUSINESS<br />
Driving hospitality revenue with innovative<br />
sleep tourism programs<br />
14<br />
18<br />
21<br />
24<br />
SPOTLIGHT<br />
Jumeirah’s VP of Wellbeing, Niamh O’Connell<br />
on her new role and enriching the guest<br />
wellness experience<br />
FEATURED PROPERTY<br />
Talise <strong>Spa</strong> at Burj Al Arab<br />
FEATURE<br />
Book4Time clients taking innovation &<br />
creativity to the next level<br />
TECHNOLOGY<br />
How traditional hoteliers are harnessing<br />
modern tech to enhance guest experience
Image by Drazen Zigic on Freepik<br />
Common objections leadership will make<br />
to new software + the counterarguments<br />
So, you want to implement a spa and<br />
ancillary revenue management software<br />
system to elevate your hospitality business.<br />
When you’re making the case for a new<br />
software system as a spa director or<br />
manager, stakeholders like senior<br />
management will likely have several<br />
common objections or concerns.<br />
Your job is to come to the table armed<br />
with convincing counterpoints and<br />
solutions demonstrating that you have<br />
done your research and anticipated these<br />
concerns. Show that you have evaluated<br />
multiple platforms and chosen the best<br />
option for your business.<br />
Here are some examples of the objections<br />
and concerns stakeholders will probably<br />
raise when it comes to implementing new<br />
software and the counterpoints as related<br />
to Book4Time spa and ancillary revenue<br />
management software.<br />
Objection/concern<br />
Cost concerns: Stakeholders will scrutinize<br />
the cost of new software. They might<br />
object to the upfront investment, ongoing<br />
maintenance costs, and any hidden fees<br />
associated with the software.<br />
Counterpoint/solution: Book4Time cloud<br />
software is purchased by subscription, with<br />
manageable payments, and typically uses a<br />
utility pay structure by user and access level,<br />
so you only pay for what you use from the<br />
selection of award-winning, out of the box<br />
features that are unparalleled in the industry.<br />
Services and users can be added or removed<br />
as needs change. On-premise software, on<br />
the other hand, requires that you pay the full<br />
price of the software upfront, and pay again<br />
for any additional licenses, should you wish to<br />
add more users at a later time.<br />
Cloud software also saves the cost of the<br />
IT staff and infrastructure that would be<br />
required to maintain an on-premise solution.<br />
Objection/concern<br />
Return on investment (ROI): They will,<br />
understandably, question the potential<br />
ROI and need to be convinced that a new<br />
software will significantly enhance revenue<br />
or reduce costs to justify the investment.<br />
Counterpoint/solution: Book4Time<br />
spa and ancillary revenue management<br />
software significantly boosts revenue<br />
and efficiency for spa businesses. It<br />
handles daily tasks, reduces costs and<br />
time spent, and improves profits, making<br />
it a vital investment. The software can<br />
increase revenue by 2%-20%, translating<br />
to substantial annual gains. It addresses<br />
customer turnaways, offers online<br />
booking options to capture revenue<br />
from all possible bookings, improves the<br />
guest experience, ensures security and<br />
compliance, and more. Overall, Book4Time<br />
software streamlines operations and<br />
enhances profitability.<br />
4<br />
| <strong>Spa</strong> <strong>Executive</strong>
Objection/concern<br />
Integration with existing systems:<br />
Concerns about how well the new<br />
software will integrate with the hotel’s<br />
current systems are common and<br />
expected. Poor integration will lead to<br />
operational inefficiencies.<br />
Counterpoint/solution: From hotel and<br />
payment systems, to marketing automation<br />
and inventory management solutions,<br />
Book4Time offers the widest range of<br />
software integrations in the industry<br />
integrating with more than 100 systems.<br />
The Book4Time spa and ancillary revenue<br />
management system seamlessly integrates<br />
with the systems you already use,<br />
including PMS and Credit Card Interfaces,<br />
Accounting Software like Netsuite &<br />
Profitsword, Marketing software, including<br />
DemandForce, and Guest Experience<br />
software like Intelity, Huidini & OKKAMI.<br />
Book4Time integrations are cloud based,<br />
so automatic, over-the-air updates ensure<br />
the best and most secure user experience<br />
when syncing data between systems.<br />
Objection/concern<br />
User adoption & training: Stakeholders<br />
should be concerned about the ease of<br />
use of the new software and the training<br />
required for staff. They’ll consider whether<br />
the learning curve is reasonable and if staff<br />
can effectively adapt to the new system.<br />
Counterpoint/solution: There are indeed<br />
spa software systems out there that<br />
employees are downright afraid to use, lest<br />
they make a mistake and throw everything<br />
out of whack and this can create tension<br />
and cause problems. Book4Time is not<br />
one of them. With Book4Time, a dedicated<br />
trainer and customer success manager will<br />
walk you through the simple steps to get<br />
you on the road to taking full control of<br />
your booking experience. Book4Time also<br />
has a library of available resources to make<br />
onboarding and adoption a lot easier.<br />
In 2021, Vivian Villamizar, who at the time<br />
was <strong>Spa</strong> Director at The Palms AVEDA<br />
<strong>Spa</strong>, Miami Beach, told <strong>Spa</strong> <strong>Executive</strong> that<br />
Book4Time is “very user friendly,” adding,<br />
“I have therapists who didn’t even dare to<br />
use our system before, They now feel very<br />
confident about using the software system.”<br />
Objection/concern<br />
Data security & privacy: With increasing<br />
emphasis on data security, the higher<br />
ups will be concerned about how the<br />
software handles guest data, especially in<br />
compliance with regulations like GDPR.<br />
Counterpoint/solution: The security of<br />
your guest information should absolutely<br />
be top priority. A breach would be<br />
devastating for everyone. Compliance with<br />
local laws and standards is a must because<br />
noncompliance can be both dangerous and<br />
incredibly expensive. Penalties for HIPAA<br />
non-compliance, for example, range from<br />
$100 to $50,000 per violation.<br />
Cloud providers invest heavily in security<br />
with dedicated teams, often offering better<br />
protection than in-house IT at a more<br />
reasonable cost. Book4Time has data<br />
centers in every region of the world to<br />
ensure customers are compliant with local<br />
data privacy laws like CCPL, GDPR and PIPL.<br />
We are also PCI and HIPAA compliant and<br />
conduct annual SSAE / ISAE 3402 Type II<br />
audits and data penetration tests. We will<br />
pass your IT Network & Security reviews<br />
with flying colors.<br />
Objection/concern<br />
Technical support & reliability:<br />
Questions about the reliability of the<br />
software and the quality of technical<br />
support are common. Downtime or<br />
technical issues can significantly impact<br />
operations and guest experience.<br />
Counterpoint/solution: Yes, support<br />
reliability is crucial for business-critical<br />
software, such as spa and ancillary revenue,<br />
where downtime is costly and disruptive.<br />
Your software’s CS team MUST be there<br />
for you when you need them 24/7 and<br />
should also provide proactive assistance,<br />
including regular check-ins and updates<br />
to ensure that your software continues to<br />
meet your evolving needs and performs at<br />
its best, maintaining seamless operations<br />
and exceptional customer experiences.<br />
Book4Time boasts the industry’s highest<br />
uptime at 99.99%, support in 15 languages,<br />
and LIVE 24/7 phone and email support.<br />
We’ve been told our support is the best in<br />
the business!<br />
Objection/concern<br />
Impact on guest experience:<br />
Stakeholders will want to evaluate how<br />
the new software will affect the guest<br />
experience. They will be cautious about<br />
anything that might complicate or diminish<br />
the guest’s experience.<br />
Counterpoint/solution: Book4Time<br />
enhances the guest experience with<br />
convenient online booking and scheduling,<br />
which allows guests to easily select their<br />
preferred services and times. Automated<br />
reminders and notifications reduce<br />
no-shows and ensure guests are wellinformed<br />
about their appointments.<br />
Our next-level customer relationship<br />
5<br />
| <strong>Spa</strong> <strong>Executive</strong>
management functionality allows you to<br />
track + log guest preferences and share<br />
these across multiple locations to facilitate<br />
personalized service offerings, while<br />
integrated payment systems expedite<br />
check-in and check-out processes.<br />
Additionally, features like membership<br />
management and loyalty programs<br />
encourage repeat visits. Book4Time helps<br />
you collect feedback and reviews, essential<br />
for continuous improvement. Plus, digital<br />
intake forms save time and allow guests<br />
to fill out their information at their own<br />
convenience, minimizing wait times and<br />
allowing more time to enjoy pre-treatment<br />
amenities. Book4Time is also easy for staff<br />
to use, and a happy team = happy guests.<br />
These are just some of the ways Book4Time<br />
enhances your guest experience!<br />
Address these concerns while making your<br />
case and smart leaders will immediately see<br />
the value of implementing new software.<br />
Next steps? Elevate your business!<br />
6<br />
| <strong>Spa</strong> <strong>Executive</strong>
Image by wayhomestudio on Freepik<br />
Innovative solutions for employee<br />
retention in hospitality & wellness<br />
The top reasons people quit their jobs across<br />
industries are low pay, a lack of advancement<br />
opportunities, and feeling disrespected at<br />
work. Some innovative solutions for employee<br />
retention in hospitality.<br />
Recruitment and retention costs time and<br />
money, things nobody can afford to waste.<br />
And yet, the hospitality industry just can’t<br />
seem to solve this pesky staffing problem.<br />
The good news is that it is improving.<br />
According to reports, the US Bureau of Labor<br />
Statistics estimates that the levels of turnover<br />
in the industry was recently hovering around<br />
73%, which is down from previous shockingly<br />
high numbers of above 80%, but still huge.<br />
Why does employee attrition in hospitality<br />
remain high?<br />
One study found that the top reasons people<br />
quit their jobs across industries are low pay,<br />
a lack of advancement opportunities, and<br />
feeling disrespected at work. This should go<br />
without saying but paying people what they’re<br />
worth will go a long way towards solving<br />
retention problems.<br />
Some more creative ideas for keeping your<br />
hospitality talent happy and making them<br />
want to stick around for the long term include<br />
the following:<br />
Performance based pay<br />
Performance based pay involves a tiered<br />
commission structure, motivating employees<br />
by increasing their earning potential as<br />
they advance. Such a pay structure not only<br />
incentivizes team members to improve their<br />
skills and client base but also contributes to<br />
business growth and saves costs of raises<br />
without ROI.<br />
A new practitioner might start at Tier 1<br />
and progress to higher tiers by meeting<br />
specific performance thresholds, such as<br />
acquiring new certifications or maintaining<br />
a high client return rate. This model allows<br />
businesses to reward more experienced and<br />
skilled practitioners with higher wages, while<br />
encouraging newer practitioners to enhance<br />
their skills and client lists for higher payouts<br />
or bonuses.<br />
Implementing a tiered payout structure has<br />
multiple benefits. It increases employee<br />
engagement, as practitioners are motivated<br />
to excel and achieve the next level. It also<br />
helps solve staffing problems by offering<br />
a pathway for career advancement and<br />
financial improvement. Moreover, it aligns<br />
employee goals with business success,<br />
creating a win-win situation where dedicated<br />
and skilled team members are the driving<br />
force behind a thriving business.<br />
This approach is particularly effective in<br />
building strong teams in the hospitality<br />
sector, ready to face future challenges with a<br />
skilled and motivated workforce.<br />
7<br />
| <strong>Spa</strong> <strong>Executive</strong>
Reduce staff burnout with automation &<br />
touchless tech<br />
Touchless treatment options can benefit<br />
staff directly. Implementing technologies like<br />
automated booking systems, self-service<br />
check-in kiosks, and AI-driven customer<br />
service tools can reduce the administrative<br />
burden on staff. This allows them to focus<br />
on more fulfilling tasks and reduces the<br />
risk of burnout. Offering touchless wellness<br />
treatments like light therapy, sound baths,<br />
aromatherapy, and more, can alleviate some<br />
workload as they can be employed without<br />
a therapist, while keeping guests happy<br />
and enthralled with new treatment and<br />
tech advancements. Training staff in these<br />
technologies diversifies their skill set, makes<br />
their work more interesting, and reduces<br />
the physical demands of the job.<br />
In an interview with <strong>Spa</strong> <strong>Executive</strong> magazine,<br />
Magaleena Nikolov, then General Manager<br />
of <strong>Spa</strong>, Wellness and Retail at Fairmont<br />
Century Plaza, talked about implementing<br />
touchless and DIY services at the cutting edge<br />
spa. “Creating treatments like biohacking or<br />
scrub kits for the amenity space has allowed<br />
us to offer guests dynamic and effective<br />
experiences that don’t require therapists or<br />
additional space,” she said. “In fact, these are<br />
treatments or experiences that can often<br />
be offered during peak times when perhaps<br />
there is not availability for a therapist.”<br />
Regular access to these treatments for<br />
staff, meanwhile, can also be a valuable<br />
perk that enhances job satisfaction and<br />
reduces burnout.<br />
Get creative with employee recognition<br />
There are those who insist that a “thank you”<br />
is more important than a raise. It’s not.<br />
But that doesn’t mean showing gratitude<br />
and appreciation isn’t important.<br />
Creative employee recognition ideas can be<br />
both memorable and effective in boosting<br />
morale and increasing employee engagement<br />
and job satisfaction. Some examples of<br />
unique approaches:<br />
Personalized appreciation videos:<br />
A short, personal video featuring the<br />
team or management expressing<br />
their appreciation for the employee’s<br />
hard work.<br />
Feature in a company newsletter:<br />
Spotlight the employee in the company<br />
newsletter. This not only recognizes<br />
them but also showcases their<br />
contributions to the entire organization.<br />
Customized Gifts: Personalize gifts<br />
according to the employee’s interests.<br />
Charity donation in their name: Make a<br />
donation to a charity chosen by<br />
the employee. This shows respect for<br />
their values and contributions to<br />
the community.<br />
Special project leadership: Give them<br />
the lead on a special project, like a spa<br />
menu redesign. This shows trust in<br />
their abilities and offers a chance for<br />
further professional growth.<br />
Recognition in a public event:<br />
Acknowledge their achievements in<br />
a public event or company meeting,<br />
highlighting their specific contributions.<br />
Creative awards or trophies: Design<br />
unique awards or trophies that align<br />
with the company culture and the<br />
employee’s personality.<br />
Remember that your employees are your<br />
internal guests and you should be focusing<br />
as much on their experience as that of your<br />
external guests.<br />
Implement these ideas offering a mix of<br />
personalization, career development,<br />
relaxation, and public recognition, catering<br />
to various aspects of an employee’s<br />
professional and personal growth, to reduce<br />
attrition and keep your teams happy.<br />
8<br />
| <strong>Spa</strong> <strong>Executive</strong>
Image by DilokaStudio on Freepik<br />
Why innovation is crucial for<br />
hospitality businesses in <strong>2024</strong><br />
The luxury hospitality industry stands at a<br />
pivotal juncture, where embracing innovation<br />
is a necessity for future success. Here’s why<br />
innovation is crucial for hospitality businesses<br />
in <strong>2024</strong>.<br />
We’re celebrating innovation and creativity<br />
in hospitality in this issue. Because in <strong>2024</strong>,<br />
innovation is crucial for several reasons.<br />
These include:<br />
Enhanced guest experience: Guests are<br />
increasingly valuing new experiences and<br />
personalized services. Technologies like<br />
artificial intelligence (AI) and the Internet<br />
of Things (IoT) can help provide things like<br />
tailored activity suggestions and room<br />
settings. This trend is supported by the<br />
expected implementation of AI technology in<br />
nearly 80% of hotels by <strong>2024</strong>.<br />
Sustainability: Sustainability is now a critical<br />
aspect of the hospitality experience.<br />
Hotels are seeking and will continue to seek<br />
and adopt eco-friendly practices, such as<br />
using renewable energy, reusing greywater,<br />
and sourcing food locally. This not only<br />
benefits the environment but also aligns<br />
with the growing consumer demand for<br />
sustainable and conscious tourism.<br />
Gen Z and changing consumer<br />
expectations: Gen Z, set to become the<br />
largest consumer group in the US by 2026,<br />
is influencing hotel trends. This generation<br />
values experiences over possessions<br />
and has strong social and environmental<br />
values. Hotels can adapt by focusing on<br />
sustainability, diversity, and mobile-friendly,<br />
personalized stays .<br />
Technological advancements and<br />
labor shortages: With widespread staffing<br />
shortages, technology is playing a<br />
crucial role in addressing these<br />
challenges. Automation can be used to<br />
streamline operations, from inventory<br />
management to guest interactions, helping<br />
reduce the workload on staff and<br />
improving efficiency.<br />
Data-driven personalization: For luxury<br />
hospitality, innovation is key to meeting<br />
evolving consumer preferences.<br />
Using data analytics and AI, hotels can keep<br />
up with the competition by customizing<br />
room preferences and providing tailored<br />
recommendations, enhancing guest<br />
satisfaction and loyalty .<br />
Creative programs and services that stand out from<br />
the rest<br />
Creative programs and services that stand<br />
out from the rest are also key. Examples<br />
of creative travel trends for <strong>2024</strong> listed by<br />
Conde Nast Traveler include astro tourism,<br />
which is traveling to view astronomical<br />
phenomena in locations free from light<br />
pollution, crowds, and traffic.<br />
Getting creative with AI is another example.<br />
CN Traveler states, “AI will start to make<br />
9<br />
| <strong>Spa</strong> <strong>Executive</strong>
more real-time interventions in our travels<br />
in <strong>2024</strong>.” For instance, live translation, which<br />
Samsung plans to launch on its <strong>2024</strong> Galaxy<br />
devices. Guests will reportedly be able to call<br />
anywhere to get information without worrying<br />
about whether staff speak the same language<br />
– which is incredible.<br />
Travelers will pay a premium for a<br />
seamless experience<br />
Convenience is increasing in value. Luxury<br />
hospitality service providers will benefit<br />
immensely from finding innovative ways to<br />
mitigate the hassles and headaches that<br />
often come with even the most high end<br />
travel experiences.<br />
One recent survey found that price is no<br />
object when it comes to convenience.<br />
Kensington Tours’ Luxury Travelers Survey,<br />
conducted with Opinium Research, polled<br />
400 adults from households earning<br />
$250,000+ who had booked luxury trips over<br />
the past five years.<br />
The key finding, according to Travel Week,<br />
is that affluent travelers are more than<br />
willing to pay a premium for seamless travel<br />
experiences. Nearly seven in 10 luxury<br />
travelers (68%) said they are willing to<br />
pay more to skip lines, avoid crowds, and<br />
experience private tours. Respondents also<br />
said they would pay more for personalized,<br />
bespoke trips tailored to their wants and<br />
needs (66%) and one-stop planning (62%).<br />
TripFusion, for example, empowers hotels<br />
and resorts to package rooms with spa and<br />
wellness experiences and activity bookings,<br />
bringing these two trends together, and<br />
catering to this wildly lucrative market.<br />
Innovations in capturing revenue, meanwhile,<br />
are something nobody can afford to ignore.<br />
Book4Time software’s Yield Management<br />
feature is a game changer, empowering<br />
<strong>Spa</strong> Directors, General Managers, and<br />
Sales & Marketing teams to explore and<br />
innovate novel strategies for boosting profits<br />
without having to resort to discounting to fill<br />
treatment rooms. In fact, Book4Time won the<br />
2023 ISPA Innovate Award for the company’s<br />
advanced yield management & dynamic<br />
pricing capabilities.<br />
The luxury hospitality industry stands<br />
at a pivotal juncture, where embracing<br />
innovation is a necessity for future success.<br />
By integrating cutting-edge technologies,<br />
sustainable practices, and personalized<br />
experiences, the sector can redefine luxury<br />
travel, meeting the evolving demands of a<br />
new generation of consumers.<br />
Hospitality companies should find innovative<br />
ways to streamline the end-to-end travel<br />
journey, like software that allows for online<br />
and mobile booking, contactless check in<br />
and checkout of your property’s spa and<br />
ancillary revenue departments and activities.<br />
Choosing a system that integrates with your<br />
other existing systems is also key. Vacayou’s<br />
10 | <strong>Spa</strong> <strong>Executive</strong>
Image by drobotdean on Freepik<br />
Driving hospitality revenue with<br />
innovative sleep tourism programs<br />
Sleep tourism is a big revenue opportunity<br />
for hotels and resorts. Some examples of<br />
innovations in this area.<br />
Sleep is of big concern right now and sleep<br />
tourism represents a big potential market,<br />
not just for the luxury sector, but for hotels<br />
and resorts across the board. According to<br />
the Sleep Foundation, one third of Americans<br />
don’t get enough sleep, and Google searches<br />
for “sleep” hit an all-time high in 2023.<br />
Specific searches such as, “Why am I tired all<br />
the time” were also common.<br />
This is obviously important, as we know sleep<br />
is tied to longevity, health, and wellbeing,<br />
while a lack of it is connected with some very<br />
bad things, including heart disease, kidney<br />
disease, high blood pressure, diabetes,<br />
stroke, obesity, and depression.<br />
Research findings presented in 2023 at the<br />
American College of Cardiology’s Annual<br />
Scientific Session Together With the World<br />
Congress of Cardiology suggest that about<br />
eight percent of deaths from any cause can<br />
be attributed to poor sleep patterns, and<br />
that people who have more beneficial sleep<br />
habits are incrementally less likely to die<br />
younger. Separate research has found that<br />
poor sleep is connected with memory loss<br />
and dementia.<br />
Awareness around the topic has people<br />
seeking solutions. According to research on<br />
the Sleep Foundation website:<br />
37% of U.S. adults say they slept<br />
somewhat or much worse in 2023<br />
than in previous years.<br />
The top sleep hacks people tried<br />
in the year prior to the report were<br />
showering before bed (45%), using a<br />
weighted blanket (26%), and keeping a<br />
bedroom window open (26%).<br />
27% exercised more to improve sleep,<br />
27% got up earlier, and 25% limited<br />
or avoided caffeine, while only 19%<br />
turned off their phone at bedtime.<br />
The most popular products purchased<br />
to improve sleep were comfortable<br />
pillows (40%), quality sheets (24%), and<br />
a new mattress (23%).<br />
The rise of sleep tourism<br />
Sleep tourism, meanwhile, is on the rise,<br />
with more hotels and resorts offering<br />
sleep-focused rooms, amenities, and<br />
programs. Sleep tourism is projected to grow<br />
by nearly 8% and over $400 billion between<br />
2023 and 2028, according to an analysis<br />
by HTF Market Intelligence as reported by<br />
Fortune magazine.<br />
Rebecca Robbins, a sleep researcher and<br />
co-author of the book “Sleep for Success!” told<br />
CNN in 2022 that it’s about time for this shift.<br />
“When it comes down to it, travelers book<br />
hotels for a place to sleep,” Robbins told CNN<br />
Travel. “People often associate travel with<br />
11 | <strong>Spa</strong> <strong>Executive</strong>
decadent meals, extending their bed times,<br />
the attractions and the things you do while<br />
you’re traveling, really almost at the cost of<br />
sleep. Now, I think there’s just been a huge<br />
seismic shift in our collective awareness and<br />
prioritization on wellness and well being.”<br />
Trends in wearable and sleep tech<br />
In 2023, the Global Wellness Institute listed<br />
sensorial based technology products among<br />
its sleep trends:<br />
“Sensorial-based technology products include<br />
smart mattresses that use sensors to monitor<br />
sleep patterns and adjust the mattress<br />
firmness and temperature accordingly.<br />
Additionally, there are smart pillows that track<br />
sleep data and provide soothing vibrations<br />
to alleviate snoring or provide a more<br />
comfortable sleep. These products also offer<br />
guided meditation and relaxing music to help<br />
people fall asleep faster, creating a more<br />
sensorial sleeping experience.”<br />
Wearables include the Ouoro Ring and the<br />
Whoop 4.0.<br />
Hotels and resorts are turning to similar<br />
technologies – as well as more natural<br />
solutions – to appeal to sleep deprived<br />
guests in search of a restful holiday.<br />
What distinguishes one from the others will<br />
be unique and imaginative sleep program<br />
ideas that offer guests experiences<br />
unavailable elsewhere.<br />
Some examples of hotels and resorts<br />
offering innovative and creative sleep<br />
programs include:<br />
Four Seasons Bali at Sayan<br />
One of the sessions in the Life Talks and<br />
Meditation series at Four Seasons Resort Bali<br />
at Sayan, a breathtaking five-star property<br />
in the Sayan Valley, is a sacred nap. For this<br />
afternoon “air nap,” guests are suspended<br />
from a bamboo ceiling cocooned in an aerial<br />
silk hammock. Rocking gently while listening<br />
to the sounds of nature in the tranquility of<br />
the Sayan Valley and the life story of Buddha<br />
as told by Four Seasons Wellness Mentor<br />
Ibu Fera, guests are lulled to sleep in tranquil<br />
bliss. “Deeply soothing and nurturing, this<br />
is a not-to-be-missed relaxation technique<br />
that will leave you feeling refreshed and<br />
recharged, and planning your next air nap.”<br />
Park Hyatt New York<br />
At Park Hyatt New York, the luxury five-star<br />
urban oasis in the heart of Midtown, Bryte<br />
Restorative Sleep Suites are outfitted with<br />
Bryte Balance Restorative Beds. These beds<br />
offer a multi-sensory relaxation experience<br />
that synchronizes calming sleep-inducing<br />
sounds with soothing motions to ease the<br />
mind into a peaceful state and help guests<br />
fall asleep faster. Sleepers can personalize<br />
support settings on each side of the bed for<br />
tailored comfort, while intelligent cushions<br />
continually rebalance to minimize waking<br />
episodes. A Silent Wake Assist feature begins<br />
gradual movement beneath the sleeper 15<br />
minutes prior to wake time, ensuring a smooth<br />
awakening. The suites are also outfitted with<br />
sleep-enhancing amenities such as a Vitruvi<br />
Essential Diffuser and signature “Sleep”<br />
Essential Oil blend, Nollapelli Linens, sleeping<br />
masks, and a collection of sleep-related books.<br />
Six Senses Ibiza<br />
Sleep with Six Senses sleep programs are<br />
designed to enhance and improve restorative<br />
rest and wellbeing in partnership with Sleep<br />
Doctor Michael Breus. These programs,<br />
which vary across locations, incorporate yoga<br />
nidra and meditation, relaxing treatments<br />
and amenities, wellness therapies, nutrition<br />
advice and low intensity training. The benefits<br />
include insight into current sleep patterns<br />
through sleep tracking and analysis, boosts<br />
in mood and energy levels, strengthening<br />
of the immune system, improved memory<br />
and learning, and decreased systemic<br />
inflammation. At Six Senses Ibiza, programs<br />
range from three to seven nights and include<br />
wellness screening; private yoga, Pilates,<br />
and personal training sessions; meditation/<br />
pranayama; a Nottnuit Facial; cryotherapy; and<br />
sound healing.<br />
Factors to consider when designing hotel<br />
sleep programs<br />
The findings of a 2023 study highlight the<br />
value of integrating sleep programs as part<br />
of wellness offerings in hospitality and point<br />
to five sleep factors that may contribute<br />
significantly to longevity. While controlling<br />
for other factors, researchers assessed five<br />
different sleep-related factors:<br />
1. Ideal sleep duration of seven to eight<br />
hours a night<br />
2. Difficulty falling asleep no more than<br />
two times a week<br />
3. Trouble staying asleep no more than<br />
two times a week<br />
4. Not using any sleep medication<br />
5. Feeling well rested after waking up at<br />
least five days a week<br />
Those who reported having all five quality<br />
sleep measures were given a total score of<br />
five. Compared to people with only zero<br />
or one positive sleep factors, those with all<br />
five had a 30% reduced risk of death from<br />
any cause, a 21% lower risk of death from<br />
cardiovascular disease, a 19% decreased risk<br />
of dying from cancer, and a 40% reduced<br />
likelihood of death from reasons other<br />
12 | <strong>Spa</strong> <strong>Executive</strong>
than heart disease or cancer. These other<br />
reasons likely include accidents, infections,<br />
and neurodegenerative diseases, such as<br />
dementia and Parkinson’s disease.<br />
13 | <strong>Spa</strong> <strong>Executive</strong>
Jumeirah’s VP of Wellbeing,<br />
Niamh O’Connell on her new role and<br />
enriching the guest wellness experience<br />
Jumeirah’s new Vice President of Wellbeing,<br />
Niamh O’Connell, answers our questions<br />
about her new role, the wellness industry,<br />
and embracing technology.<br />
Jumeirah Hotels and Resorts is renowned<br />
for prestigious and captivating properties.<br />
From luxurious Arabian palaces at Madinat<br />
Jumeirah, to the contemporary Maldivian<br />
island paradise at Olhahali Island, the<br />
all-villa luxury resort in Bali, and Italy’s<br />
art-inspired Capri Palace, Jumeirah’s<br />
commitment to exceptional service and<br />
guest experiences is well known around<br />
the world.<br />
Niamh O’Connell is Jumeirah Group’s new Vice<br />
President of Wellbeing. The Group recently<br />
created the brand new role to solidify a<br />
renewed focus on wellness.<br />
Prior to stepping into this position in June<br />
2023, Ms. O’Connell spent three decades<br />
working in the luxury wellness and hospitality<br />
industries within Europe, the United States,<br />
and the Asia Pacific region. During the last two<br />
decades she was based in southeast Asia, first<br />
with Hyatt International Hotels & Resorts and<br />
then with Rosewood Hotel Group – where she<br />
was responsible for the strategic development<br />
of wellness and brand experience.<br />
Ms. O’Connell says she is “thrilled” to be<br />
joining Jumeirah Group at such a pivotal<br />
time for the brand, and “very much looking<br />
forward to the opportunity to further elevate<br />
its wellbeing offering, starting with the<br />
establishment of wellbeing as a key pillar for<br />
the Group.”<br />
We asked Niamh O’Connell about her new<br />
role, the global wellness industry, and what<br />
makes the best guest experience.<br />
Can you please talk about your recent<br />
appointment as Jumeirah’s first VP of<br />
Wellbeing and what your role entails?<br />
The role of Vice President of Wellbeing is<br />
new for the brand, but an essential step in<br />
Jumeirah Group’s journey as they continue<br />
to invest in advancing the wellbeing offering<br />
through new concepts, therapies, and<br />
partnerships, which are all designed to enrich<br />
the wellness experience of guests.<br />
In my role, I am working with our talented<br />
hotel and operations teams to build on the<br />
brand’s award-winning Talise <strong>Spa</strong> concept to<br />
craft an all-encompassing wellbeing strategy<br />
that incorporates touchpoints throughout the<br />
guest journey, rather than just limiting these<br />
to the spa. My focus will be curating these<br />
exceptional guest experiences and unique<br />
touchpoints, by implementing elements<br />
14 | <strong>Spa</strong> <strong>Executive</strong>
which include spa services, fitness offerings,<br />
longevity treatments, and holistic wellness<br />
rituals as well as overseeing branding, design,<br />
and programming. Overall, we want to<br />
achieve a holistic approach, as I believe this<br />
is essential when it comes to truly enhancing<br />
our guests’ physical and emotional wellbeing.<br />
I am confident that by continuing to elevate<br />
our wellbeing strategy, we will cultivate<br />
innovation, excellence and a lasting impact<br />
throughout the wellness space. Jumeirah is a<br />
well-established brand in the wellbeing space,<br />
and I’m looking forward to further building on<br />
that foundation and introducing exciting new<br />
offerings that will really elevate and enhance<br />
the guest journey.<br />
What are your plans in this role?<br />
My plans within this role include incorporating<br />
wellbeing at the core of the brand, as it is an<br />
essential element of Jumeirah’s evolution, as<br />
well as integrating wellbeing across our entire<br />
guest journey, focusing on the key principles<br />
of lifelong learning, longevity, and inclusivity.<br />
At the heart of Jumeirah’s wellbeing<br />
philosophy is longevity, which is also a key<br />
element of our strategy moving forward.<br />
As we are continuing to see a rise in people<br />
looking for ways to live better and for longer,<br />
I want Jumeirah to assist guests with learning<br />
new habits, evolving existing behaviors, and<br />
embracing technologies.<br />
At Jumeirah, we believe the foundation of our<br />
longevity is sleep, movement, community,<br />
and nutrition, and our longevity programming<br />
will be based around six key pillars which<br />
will be weighted depending on personalized<br />
goals and individual requirements. We want<br />
to provide our guests with the necessary<br />
tools to sustain the wellbeing practices learnt<br />
during their time at Jumeirah, as this will<br />
ensure a seamless transition into their daily<br />
routine. We will be introducing partnerships<br />
with leading medical brands as part of our<br />
evolved programming, as well as elevated<br />
technologies which will allow guests to track<br />
and record their own performance, while also<br />
enabling them to continue collaborating with<br />
our on-site teams after they leave.<br />
My goal is to introduce a truly holistic<br />
wellbeing experience that spans the entire<br />
guest journey. This can be achieved through<br />
personalized wellbeing engagement, with<br />
an individualized approach adapted to each<br />
of our guests' profiles to further advance the<br />
wellbeing proposition and experience.<br />
Building on this individualized experience, is<br />
a sustainable approach to wellbeing, which<br />
ensures that we are empowering guests<br />
to enhance their physical and emotional<br />
wellbeing through sustainable practices.<br />
Why do you think wellness has become<br />
such an important part of hospitality?<br />
Access to wellness has become paramount<br />
in consumers’ daily lifestyles and as a result<br />
guests are driving the demand within the<br />
luxury hospitality industry. Our guests have<br />
access to the most advanced state-of-the-art<br />
tools and technologies, fitness equipment,<br />
services providers, and nutrition from<br />
their own home, and they no longer want<br />
to compromise their lifestyles when they<br />
travel, whether for business or leisure. In the<br />
luxury hospitality industry we now have the<br />
opportunity to evolve our offering, create<br />
experiences for guests to engage with during<br />
their stay, and to continue to engage with<br />
long after they have left.<br />
Each guest’s state of wellbeing is supported<br />
by a wider ecosystem, and hospitality forms<br />
an integral component of this network.<br />
When guests stay at Jumeirah, they want<br />
to reach a sense of heightened relaxation,<br />
so it’s essential that we are taking into<br />
consideration their wellbeing throughout<br />
various touchpoints to deliver an exceptional<br />
guest experience.<br />
Incorporating wellness into the hospitality<br />
industry allows us to make guests feel<br />
valued, which is of the utmost importance<br />
to any brand looking to build customer<br />
loyalty. Having a strong wellness offering<br />
that considers guest needs is becoming<br />
increasingly important in the hospitality<br />
industry, and it’s an exciting time to be in<br />
this space.<br />
You said in a press release: “Over the<br />
past three years, a remarkable shift<br />
in the landscape of wellbeing has<br />
been witnessed, and now the industry<br />
stands on the brink of an exhilarating<br />
transformation.” What is this<br />
transformation and what does it mean<br />
for the industry?<br />
Following the Covid-19 pandemic, we saw<br />
a major shift in the global wellness industry<br />
over the past three years. During the<br />
pandemic, people were expected to stay in<br />
their homes – with the constant threat of a<br />
global crisis – which confronted us all with our<br />
own mortality. This shift in mindset led people<br />
to begin thinking more about longevity,<br />
which in turn, has been reflected in the<br />
wellness industry.<br />
The industry has responded to this change in<br />
focus, with the innovation of<br />
state-of-the-art new technologies, which<br />
will also be a key focus for Jumeirah moving<br />
forward, as it’s a fast-growing subsection of the<br />
industry that we really want to be leaders in.<br />
The transformation that the industry stands<br />
on the brink of has several elements to<br />
15 | <strong>Spa</strong> <strong>Executive</strong>
support it. The foremost is the growing<br />
acceptance that wellness practices have<br />
now been seamlessly integrated into<br />
everyday life as a means to enhance our<br />
physical and mental wellbeing.<br />
This increased self-awareness motivates<br />
us to identify what aspect of our wellbeing<br />
practices need to be amplified.<br />
For example, if we have increased stress<br />
levels, sleep and movement can be<br />
practices that reduce the stress hormone<br />
production.<br />
The second key foundation to this<br />
transformation is the embrace of new and<br />
emerging technologies in the wellbeing<br />
space. As we continue to promote wellbeing<br />
as a lifestyle, we need to ensure that it is<br />
sustainable for guests, which can be achieved<br />
by ensuring guests understand their baseline<br />
with technology, to see tangible results and<br />
also have the support to keep them on track.<br />
What makes the best guest wellness<br />
experience in a hotel or resort?<br />
To create an exceptional guest experience,<br />
it’s important to understand the<br />
demographic of your guests and tailor your<br />
offering to their personalized needs and<br />
requirements. Before implementing any<br />
touchpoints, I will always take a<br />
customer-centric approach in the ideation<br />
process, to determine how each one<br />
elevates the guest’s sense of wellbeing.<br />
Ultimately, if a guest does not resonate with<br />
a touchpoint on an emotional level, it is a<br />
missed opportunity to connect with them.<br />
It is also essential to consider the local<br />
context of each spa and wellness facility, as<br />
incorporating touchpoints which reflect the<br />
location and clientele is essential to delivering<br />
an outstanding guest experience on a global<br />
level. Jumeirah’s spas all have a Middle<br />
Eastern influence which also underpins the<br />
signature brand experience across<br />
the portfolio.<br />
The key to further reinforcing any incredible<br />
wellness experience is having a team which<br />
is capable of delivering a thoughtful and<br />
personalized experience for every guest.<br />
A strong team is the foundation of any<br />
successful wellness business, so it’s essential<br />
to ensure that you are offering opportunities<br />
for them to learn throughout their careers in<br />
order to foster success.<br />
With a global portfolio such as Jumeirah,<br />
it is essential to utilize CRM systems to<br />
guarantee a consistent guest journey, and<br />
to ensure a seamless transfer of information<br />
between properties. These systems can then<br />
be leveraged to streamline the experience<br />
at each property, where a dedicated team<br />
member is assigned to oversee the entire<br />
guest experience, to ensure their preferences<br />
are accounted for, from pre-arrival to post<br />
departure. A journey map is also an incredibly<br />
helpful tool to assist with identifying when<br />
key digital touchpoints can be introduced<br />
throughout the customer experience.<br />
Wellbeing through design is also essential to<br />
our strategy as I believe it plays a key role in<br />
the luxury guest journey to help elevate the<br />
customer’s sense of wellbeing. Design is a core<br />
focus for Jumeirah which also extends within<br />
the wellness spaces in the portfolio. Jumeirah’s<br />
flagship Burj Al Arab Jumeirah is a pioneering<br />
example of this key pillar, with the hotel’s Talise<br />
<strong>Spa</strong> exuding Arabian opulence to create a<br />
strong sense of place while also contributing<br />
to an overall sense of wellbeing through its<br />
carefully thought-out design. Future designs<br />
for Jumeirah’s spas will be intuitive, while taking<br />
into consideration how the space can make<br />
guests feel grounded even in the most urban<br />
settings – which will also be reflected beyond<br />
the spa throughout properties.<br />
Do you find yourself using technology<br />
more in the wellness experience in<br />
recent years?<br />
Absolutely, technology is increasingly having<br />
an impact on the wellness experience, and it’s<br />
something that we are looking to take better<br />
advantage of as we move forward into this<br />
new era of Jumeirah as a wellbeing-first<br />
brand. Learning how and when to integrate<br />
technology effectively has been integral to my<br />
success, and implementing this knowledge<br />
will help to elevate Jumeirah’s wellness<br />
offering to the next level. By integrating<br />
technology, we can learn more about our<br />
physical and mental performance, as well as<br />
recognizing peaks and triggers in our overall<br />
wellbeing, ultimately allowing us to learn how<br />
to respond accordingly to benefit each<br />
individual person.<br />
Many of us now have technology in our<br />
homes and on our person that is tracking our<br />
performance and offering wellness tips to<br />
enhance our performance. This is becoming<br />
the norm to receive an ‘audit’ on your level of<br />
wellbeing, and it is highly valuable for us to<br />
understand and decide what our behaviors<br />
will be to elevate our sense of wellbeing,<br />
What are you most excited about for the<br />
spa, wellness, and hospitality industry in<br />
<strong>2024</strong>?<br />
Looking ahead to <strong>2024</strong>, there are several<br />
aspects that excite me within the hospitality,<br />
spa, and wellness industry, especially as<br />
wellbeing is no longer considered a<br />
one-dimensional element within these<br />
spaces, due to a growing understanding<br />
of the need for integration throughout the<br />
entire guest journey, that goes beyond just<br />
the spa. I am an advocate of performance<br />
wellness, so for me, introducing technology<br />
16 | <strong>Spa</strong> <strong>Executive</strong>
into the wellness space to track, mark<br />
and demonstrate performance/results is<br />
very exciting. In tandem to this, stronger<br />
integration of media services to complement<br />
traditional spa services will also be a big<br />
focus, dissecting how both can<br />
co-exist. Separately, I am looking forward to<br />
engaging in further conversations around<br />
andropause, cognitive health, and Cycle<br />
Centre Programming for women.<br />
17 | <strong>Spa</strong> <strong>Executive</strong>
Featured property:<br />
Talise <strong>Spa</strong> at Burj Al Arab<br />
The Talise <strong>Spa</strong> at Jumeirah’s Burj Al Arab in<br />
Dubai delivers the ultimate in luxury.<br />
Jumeirah’s Burj Al Arab is a remarkable<br />
and luxurious hotel in Dubai, United Arab<br />
Emirates, known for its distinctive design and<br />
status as one of the world’s tallest hotels.<br />
Completed in 1999, the Burj Al Arab stands<br />
on an artificial island 280 meters from<br />
Jumeirah Beach and is connected to the<br />
mainland by a private bridge. Designed by<br />
Tom Wright of WKK Architects, the building’s<br />
shape is meant to resemble the sail of a ship,<br />
and it even features a helipad near the roof,<br />
210 meters above ground .<br />
Although officially classified as a 5-star<br />
hotel, the Burj Al Arab is sometimes<br />
referred to as a “7-star” hotel due to its top<br />
tier luxury and unparalleled service.<br />
The interior of the Burj Al Arab is as<br />
stunning as its exterior, with opulent<br />
trappings, a 180-meter-tall atrium, and 199<br />
suites, each spanning two floors. Renowned<br />
for impeccable service and hospitality,<br />
including a high guest-to-staff ratio, with<br />
eight staff members for each guest, the<br />
Burj Al Arab even has a fleet of Rolls Royces<br />
for guest transportation . There are also<br />
exceptional dining options, a private beach,<br />
a fitness center, and an award-winning spa.<br />
Talise <strong>Spa</strong> at Burj Al Arab<br />
Perched 150 meters above the Arabian<br />
Gulf, Talise <strong>Spa</strong> is set over two levels and<br />
offers 14 treatment and therapy rooms,<br />
separate male and female indoor infinity<br />
pools, saunas, steam rooms, plunge pools,<br />
and a Jacuzzi. Awash in natural light, the<br />
serene setting and discreet environment at<br />
Talise <strong>Spa</strong> is a sanctuary for hotel guests and<br />
day guests. Tall ceilings and floor-to-ceiling<br />
windows overlook Dubai and the Arabian<br />
Gulf, shoulder-high golden vases, potted<br />
plants and mosaic columns surround the<br />
pool water “like palm trees around an oasis.”<br />
Talise <strong>Spa</strong> delivers the ultimate in luxury, as<br />
wellness specialists deliver carefully crafted<br />
spa treatments combining Arabic traditions,<br />
ancient knowledge, contemporary<br />
techniques, the world’s best beauty<br />
products, and cutting-edge technology.<br />
Personalized training sessions are offered<br />
in the state-of-the-art fitness center.<br />
The spa menu reads like a dream and,<br />
whichever treatment you choose, you’re<br />
promised to leave feeling recharged and<br />
ready to rejoin the world. Stand out spa<br />
menu items include:<br />
BURJ AL ARAB SIGNATURE MASSAGE<br />
Although traveling and attending glitzy events<br />
sounds fun, it comes with the drawback of<br />
affecting the body’s circadian rhythms or natural<br />
body clock. This rejuvenating experience – a<br />
combination of Swedish, Balinese, Thai and<br />
shiatsu massage – helps regulate sleep by<br />
focusing on distinct points of tension in the body.<br />
18 | <strong>Spa</strong> <strong>Executive</strong>
GOLDEN AMBER JOURNEY<br />
This two-hour ceremony, designed as<br />
an authentic tribute to Arabian wellness<br />
traditions, begins with a 60-minute customized<br />
massage with golden amber oil. The Arabic<br />
element is known for soothing lower muscular<br />
and joint pain, decreasing anxiety and healing<br />
fatigue. It’s followed by a purifying and<br />
stimulating facial with a red clay mask that<br />
can decrease puffiness and recover your skin’s<br />
natural glow.<br />
ROYAL ROSE JOURNEY<br />
A luxurious experience of purification, relaxation<br />
and sensorial awakening from head to toe. Begins<br />
with an organic 30-minute body scrub to eliminate<br />
impurities and give your skin a silky touch, followed<br />
by a relaxing 60-minute massage with the spa’s<br />
Arab signature oil infused with sandalwood, argan<br />
and macadamia. This massage will melt away<br />
tension and help your mind to switch off.<br />
A soothing facial with acacia and damask rose<br />
creates a plumping effect and a gorgeous dewy<br />
glow – the perfect ending.<br />
19 | <strong>Spa</strong> <strong>Executive</strong>
ARE YOU PASSIONATE ABOUT THE<br />
SPA & WELLNESS INDUSTRY & DO<br />
YOU LOVE TECHNOLOGY?<br />
COME WORK FOR US.<br />
Book4Time is the global leader in spa, wellness, and leisure activity management<br />
software for the hospitality market, operating in more than 85 countries.<br />
Book4Time is experiencing rapid growth and hiring experienced professionals in a<br />
number of key roles. We offer:<br />
• 100% employer-paid premium benefits<br />
• Wellness/fitness membership program<br />
• Company match group RRSP program<br />
• 18 days of paid time off plus corporate holidays<br />
• Remote-First work environment (Office location: Markham, ON)<br />
• Free underground parking<br />
• Budgeted professional development<br />
• Wellness Stipend<br />
• Discounts at our customer locations<br />
Browse open positions here<br />
We look forward<br />
to working with you!
Book4Time clients taking innovation<br />
& creativity to the next level<br />
The pursuit of wellness has transcended mere<br />
trendiness to become a fundamental lifestyle<br />
aspiration, and the hospitality industry stands at<br />
the forefront of a revolutionary transformation.<br />
We’re excited to see luxury brands taking<br />
innovative and creative directions with<br />
wellness offerings that veer from the norm,<br />
delight guests, and combine traditional<br />
and even ancient modalities with<br />
cutting-edge innovation.<br />
Let’s celebrate these Book4Time clients who<br />
are taking unique approaches to the classics.<br />
Fairmont Century Plaza,<br />
Los Angeles, CA<br />
The Century Plaza Hotel, a stunning beacon<br />
of modernity since its debut in 1966, has<br />
always been at the forefront of innovation.<br />
Once dubbed “The Hotel of the Future,”<br />
it was the first in its era to boast color<br />
televisions in every room and stood as the<br />
tallest building in Los Angeles’ Century City.<br />
Today, it continues its trailblazing legacy<br />
with a pioneering biohacking program.<br />
Spearheaded by Magdaleena Nikolov, former<br />
General Manager of <strong>Spa</strong>, Wellness, and Retail,<br />
in collaboration with the renowned Dr. Oz<br />
Garcia, this program is a game-changer.<br />
It introduces cutting-edge treatments that<br />
foster cellular-level well-being, aiming to<br />
diminish stress, enhance sleep quality, and<br />
uplift overall life quality. The program artfully<br />
melds infrared and neuroscience technology,<br />
lymphatic drainage, and meditation for<br />
holistic mental and physical rejuvenation.<br />
Sessions are a symphony of innovation,<br />
featuring the Oakworks Curva Lounger<br />
Anti-gravity Chair, the NuCalm neuroacoustic<br />
headset, an Infrared PEMF Mat, Normatec by<br />
HyperIce compression boots, and LED Face<br />
Visors, all working in concert to rejuvenate<br />
and revitalize.<br />
Fairmont Grand Del Mar, San Diego, CA<br />
The Fairmont Grand Del Mar<br />
is making waves with three revolutionary<br />
medispa facial treatments introduced in<br />
2023. The JetPeel Facial, a marvel of modern<br />
skincare, employs pressurized oxygen to<br />
deliver nourishing micro-droplets deep into<br />
the skin. Paired with lymphatic drainage<br />
massage, gentle exfoliation, and custom<br />
infusions, it’s designed to remarkably reduce<br />
fine lines, firm the skin, and boost radiance.<br />
The LED Light Facial and the personalized<br />
Diamond Glow facial, with its unique<br />
diamond-tip technology and SkinMedica®<br />
Pro-Infusion Serums, work wonders in<br />
rejuvenating the skin, targeting everything<br />
from hyperpigmentation to acne.<br />
The Conrad, Los Angeles, CA<br />
The Conrad team is committed to elevating<br />
the experience into something deeper and<br />
more meaningful, and is redefining wellness<br />
21 | <strong>Spa</strong> <strong>Executive</strong>
with an array of high-tech therapies.<br />
The spa’s offerings include the NuCalm, the<br />
HigherDose Infrared PEMF Mat, Normatec<br />
Compression Therapy, and the JetPeel Facial.<br />
Augustinus Bader’s sculpting facial treatment<br />
and PRO LED Light Therapy are also available,<br />
promising to sculpt, tone, and regenerate<br />
the complexion. Additionally, the Quantum<br />
Harmonic Therapy, using Binaural sounds,<br />
gentle vibration, and chromatherapy to bring<br />
a sense of stillness to busy minds.<br />
Private Recovery Cabins and an<br />
enlightenment lounge offer sanctuary<br />
for the mind and body, complemented<br />
by advanced skincare techniques and the<br />
tranquil Gharieni Welnamis wavetable.<br />
Six Senses Southern Dunes, The Red<br />
Sea, Khuff, Saudi Arabia<br />
<strong>Spa</strong> Experience (“you’ll be gobsmacked by<br />
this head to toe treatment”) and the Bloody<br />
Brilliant Massage (“executed and adapted to<br />
your needs”). The HydraBooty from<br />
HydraFacial, meanwhile, gives the behind<br />
some TLC for smoother and clearer skin,<br />
and the VEMI device is an all-in-one therapy<br />
that includes VibroAcoustic,<br />
ElectroMagnetic, and Infrared technology.<br />
The device combines healing sound<br />
resonance with full-body vibrations, natural<br />
earth frequencies, and infrared heat for a<br />
mind, body, spirit experience that is usually<br />
only reached in deep meditation states. The<br />
VEMI is designed to ground the body,<br />
eliminate the effects of electro-smog<br />
radiation, and recharge and detoxify all the<br />
cells in the body, balancing all the body<br />
systems for ultimate rejuvenation.<br />
Six Senses Southern Dunes presents a<br />
biohacking paradise with the Red Sea <strong>Spa</strong>.<br />
Here, guests can swiftly overcome travel<br />
fatigue and maximize their stay.<br />
Features include the Venom Back Wrap<br />
to melt away stress and tension in the<br />
core; Compression Boots to improve daily<br />
performance and speed recovery after<br />
exercise; and the Cell Gym to enhance energy<br />
production using a specialized breathing<br />
mask. Wellness Screening analyzes key<br />
physiological biomarkers, enabling experts<br />
to design treatments and build bespoke<br />
programs. Sleep tracking offers insight into<br />
guest sleeping patterns and skin analysis<br />
provides insight into water loss, lipid barrier<br />
function, elasticity, pigmentation levels, and<br />
oil balance for a full skin diagnosis.<br />
Virgin Hotel Las Vegas, Las Vegas, NV<br />
The ultra hip Virgin Hotel Las Vegas stands<br />
out with its quirky treatment names and<br />
fun-filled wellness experiences.<br />
<strong>Spa</strong> treatments include the Smashingly Good<br />
Four Seasons Bali at Sayan,<br />
Bali, Indonesia<br />
Finally, the Sacred River <strong>Spa</strong> at the Four<br />
Seasons Bali at Sayan offers an enchanting<br />
escape with chakra ceremonies.<br />
These ceremonies blend authentic Balinese<br />
traditions, physical therapies, and energy<br />
healing to restore balance and harmony to<br />
the body’s key energy centers. The<br />
Muladhara (or grounding chakra) ceremony,<br />
for example, is designed to rebalance<br />
harmony during periods of change, ideal for<br />
frequent travelers. "The experience<br />
combines a cleansing Balinese kemenyan<br />
smoke ceremony, soothing singing bowls,<br />
and deep slow massage using locally grown<br />
ginger and cinnamon, blended with vetiver,<br />
patchouli and jatamansi oils to induce a<br />
deep sense of stillness and connection and<br />
a feeling of being physically and emotionally<br />
grounded.<br />
22 | <strong>Spa</strong> <strong>Executive</strong>
Fairmont Century Plaza, Los Angeles, CA<br />
Fairmont Grand Del Mar, San Diego, CA<br />
The Conrad, Los Angeles, CA<br />
Six Senses Southern Dunes, The Red Sea, Khuff, Saudi Arabia<br />
Virgin Hotel Las Vegas, Las Vegas, NV<br />
Four Seasons Bali at Sayan, Bali, Indonesia
Image by DCStudio on Freepik<br />
How traditional hoteliers are harnessing<br />
modern tech to enhance guest experience<br />
Times are changing and so are the ways we<br />
use tech in hospitality. Here are 10 ways<br />
traditional hoteliers are harnessing modern<br />
technology to enhance guest experience.<br />
There’s a lot of innovation happening in the<br />
hospitality world lately. It was said many<br />
times a few years ago that the pandemic<br />
accelerated tech adoption in the sector<br />
at the rate of “decades in days.” And after a<br />
period of upheaval, we’re now seeing a<br />
period of growth and adjustment in many<br />
areas of the world.<br />
In a report titled Technology in Hospitality:<br />
20 Trends Shaping the Industry by Hotel<br />
Tech Report, Jordan Hollander recently<br />
listed "a few key trends" that are driving<br />
hotels forward.<br />
Here we reference several highlights from<br />
that report and add a few that should also<br />
be on the radar to create another list.<br />
Some of these were accelerated by the<br />
pandemic and others by different factors,<br />
but all are changing the game and likely<br />
here to stay.<br />
Renewable energy<br />
Hoteliers committed to reducing their<br />
environmental impact are adopting<br />
various eco-friendly strategies. These<br />
include the installation of solar panels,<br />
transitioning to energy-efficient lighting,<br />
and utilizing thermal heat pumps. Some<br />
hotels are even approaching or achieving<br />
net-zero and carbon-neutral status, room2<br />
in Chiswick, London, and the Four<br />
Elements Hotel in Amsterdam.<br />
Online & mobile booking<br />
Hoteliers have been leveraging online and<br />
mobile booking to enhance the efficiency and<br />
convenience of the reservation process with<br />
user-friendly websites and mobile apps for<br />
some time now. More recently, hotels and<br />
resorts are also using these systems to book<br />
and manage spa and other ancillary revenue<br />
offerings like workshops and classes, tennis<br />
and pickleball courts, cabanas, and more.<br />
These systems can integrate with a hotel’s<br />
property management system (PMS), allowing<br />
for a more streamlined guest experience.<br />
Contactless check-in & checkout &<br />
touchless payments<br />
Contactless check-in and checkout, using<br />
mobile apps and self-service kiosks<br />
for quick ID scanning and room key<br />
dispensing, streamline processes for<br />
both guests and hoteliers. This efficient<br />
approach also applies to spas and other<br />
hotel services. The added convenience of<br />
paying through digital wallets and mobile<br />
payments enhances the guest experience,<br />
saves time, reduces lineups, and<br />
decreases the need for front desk staff.<br />
24 | <strong>Spa</strong> <strong>Executive</strong>
Digital tipping<br />
Fewer guests are carrying cash and it’s the<br />
housekeepers and valets who have been<br />
paying the price. Fortunately, properties<br />
are adopting digital tipping apps that<br />
allow guests to leave tips through digital<br />
payment methods that work with QR<br />
codes or links through which guests can<br />
access the payment platform which then<br />
handles the tip out.<br />
Artificial Intelligence (A.I.)<br />
AI is gaining traction in the hotel industry,<br />
aiding hoteliers in enhancing guest<br />
satisfaction, maximizing revenue, and<br />
reducing costs. AI-driven hotel software<br />
systems can offer rate suggestions,<br />
forecast demand, roll out promotions,<br />
manage staff scheduling, handle concierge<br />
tasks, and more.<br />
Cloud computing<br />
Hotel software has evolved from being<br />
installed on local hard drives to<br />
cloud-based solutions, recognized for<br />
their numerous advantages. Today’s cloud<br />
software enhances convenience and<br />
flexibility, supporting remote work, offering<br />
real-time updates, and reducing costs and<br />
space requirements. It also enhances data<br />
security and collaboration, contributing to<br />
increased guest satisfaction.<br />
Cloud computing<br />
Hotel software has evolved from being<br />
installed on local hard drives to<br />
cloud-based solutions, recognized for<br />
their numerous advantages. Today’s cloud<br />
software enhances convenience and<br />
flexibility, supporting remote work, offering<br />
real-time updates, and reducing costs and<br />
space requirements. It also enhances data<br />
security and collaboration, contributing to<br />
increased guest satisfaction.<br />
Tapping data & analytics<br />
Hotel systems, along with their ancillary<br />
revenue departments, accumulate extensive<br />
data, such as reservation details, purchase<br />
history, and email interactions.<br />
Hoteliers are utilizing diverse software<br />
solutions to leverage this data for multiple<br />
purposes. This includes personalizing<br />
services, enhancing customer relationship<br />
management, optimizing yield management,<br />
conducting targeted marketing, and refining<br />
services and amenities.<br />
Mobile keys<br />
Smartphones equipped with secure<br />
Bluetooth technology enable guests to use<br />
mobile keys to unlock their rooms, offering<br />
a more reliable solution than traditional<br />
plastic key cards, which are easier to lose<br />
or demagnetize.<br />
Mobile guest journeys<br />
Hoteliers are focusing on fostering guest<br />
relationships beyond the duration of<br />
their stay. For example, with mobile or<br />
web-based apps for booking restaurant<br />
or spa reservations and exploring hotel<br />
amenities. Ancillary revenue management<br />
software, integrated with guest-facing<br />
apps like Intelity or OKAMMI, simplifies<br />
this process. The guest journey is<br />
further enhanced with personalized<br />
recommendations, pre-stay reminders,<br />
mid-stay check-ins, and post-visit<br />
follow-ups and surveys.<br />
Yield management<br />
Hotels have been using yield management<br />
for rooms for some time and now this<br />
is expanding to include yield for spa<br />
and ancillary revenue departments. By<br />
understanding and capitalizing on the<br />
patterns in your data, businesses are<br />
boosting revenue potential, approaching<br />
maximum capacity utilization, and<br />
enhancing the overall customer<br />
experience at spas and for other ancillary<br />
revenue streams.<br />
The hospitality industry is embracing a<br />
new era of technology, driven by recent<br />
global events and the evolving needs<br />
of travelers. This tech renaissance is not<br />
just about surviving the current landscape<br />
but thriving in it, providing guests with<br />
unprecedented levels of convenience,<br />
personalization, and eco-friendly options.<br />
The industry’s commitment to innovation<br />
promises a future where travel and<br />
hospitality are not only more efficient and<br />
sustainable but also more attuned to the<br />
desires and values of every guest.<br />
Visit Hotel Tech Report for their full list of<br />
trends shaping the Hospitality Industry in<br />
<strong>2024</strong>.
FOR LEADERS IN THE BUSINESS OF WELLNESS<br />
ADVERTISE WITH US<br />
CONTACT SAL CAPIZZI FOR MORE INFORMATION<br />
SCAPIZZI@SPAEXECUTIVE.COM<br />
scapizzi@book4time.com www.spaexecutive.com