Spa_Executive_April_2024

expect seamless experiences that are
facilitated by technology.
Identifying & Improving Pain Points:
Where are the bumps on the road in the
journey? Are potential guests calling a
phone number to book appointments and
being put on hold or getting voicemail?
When they go to the spa at another one
of your hotel or resort properties are they
being treated like a net-new guest and
asked to provide their information again?
Anticipating & Intuiting: In an interview
with Book4Time’s Spa Executive Magazine,
Pat Makozak, Spa Director at Four Seasons
Resort Maui at Wailea, said the best guest
experience is intuitive. “It takes a certain
kind of individual to be aware and present,
to listen, and to understand what the guest
needs before the guest even knows they
need it.”
Personalization: Personalization is
particularly important in hospitality and
spa. It’s nice when a retail clothing store
employee remembers you, but downright
insulting when a massage therapist doesn’t.
Thoughtful, curated, well designed, and
truly personalized experiences are crucial.
How software improves guest
experience in your hotel & spa
Here are a few of the ways Book4Time
software can improve your guest experience:
Seamless Booking & Check-in Process
The first touchpoint in the guest experience
is usually the booking process. Book4Time’s
hotel ancillary revenue management
software ensures availability is up-to-date
across all platforms, special requests are
logged, schedules are updated, and more.
Mobile and online booking for spas, classes,
experiences, and amenities are fast, easy,
and efficient. The software integrates with
your hotel booking systems and POS systems
to provide personalized recommendations
based on the guest’s preferences and
booking history.
Customized Guest Experiences
We know that personalization is key to
exceeding guest expectations, and software
solutions are at the heart of this strategy.
Customer relationship management (CRM)
systems gather data from various touchpoints
to create detailed guest profiles that enable
hotels to customize communication, offers,
and services, making each guest feel
valued and understood. With Book4Time’s
note taking function, service providers log
important customer information like special
dates and preferences, which can be shared
across multiple locations, so your guests get
the best personalized service every time.
Operational Efficiency & Sustainability
Behind the scenes, operational software
helps hotels run their ancillary revenue
departments smoothly, directly impacting
the guest experience. Schedules are
automatically updated and, because
Book4Time is cloud-based, staff can check
their schedules from anywhere and at
any time. Virtual guest check-in processes
and intake forms allow people to bypass
traditional front-desk formalities, offering a
hassle-free start to their visit, and also allow
you to save paper.
Post-Stay Engagement & Feedback
The guest experience doesn’t end at
checkout. Post-stay engagement software
helps hotels stay in touch with guests, inviting
them to share their experiences through
reviews and feedback forms. This feedback
is invaluable for continuous improvement
and can also be used to encourage repeat
bookings and loyalty through personalized
offers and updates on hotel improvements
made as a result of guest suggestions.
Transforming the hotel & resort guest
experience
Software like Book4Time creates seamless,
personalized, and enjoyable guest
experiences. Hotels that leverage this
technology have a better chance of exceeding
expectations, fostering loyalty, and driving
repeat business
16 | Spa Executive