Spa_Executive_April_2024
You also want an ePaper? Increase the reach of your titles
YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.
expect seamless experiences that are<br />
facilitated by technology.<br />
Identifying & Improving Pain Points:<br />
Where are the bumps on the road in the<br />
journey? Are potential guests calling a<br />
phone number to book appointments and<br />
being put on hold or getting voicemail?<br />
When they go to the spa at another one<br />
of your hotel or resort properties are they<br />
being treated like a net-new guest and<br />
asked to provide their information again?<br />
Anticipating & Intuiting: In an interview<br />
with Book4Time’s <strong>Spa</strong> <strong>Executive</strong> Magazine,<br />
Pat Makozak, <strong>Spa</strong> Director at Four Seasons<br />
Resort Maui at Wailea, said the best guest<br />
experience is intuitive. “It takes a certain<br />
kind of individual to be aware and present,<br />
to listen, and to understand what the guest<br />
needs before the guest even knows they<br />
need it.”<br />
Personalization: Personalization is<br />
particularly important in hospitality and<br />
spa. It’s nice when a retail clothing store<br />
employee remembers you, but downright<br />
insulting when a massage therapist doesn’t.<br />
Thoughtful, curated, well designed, and<br />
truly personalized experiences are crucial.<br />
How software improves guest<br />
experience in your hotel & spa<br />
Here are a few of the ways Book4Time<br />
software can improve your guest experience:<br />
Seamless Booking & Check-in Process<br />
The first touchpoint in the guest experience<br />
is usually the booking process. Book4Time’s<br />
hotel ancillary revenue management<br />
software ensures availability is up-to-date<br />
across all platforms, special requests are<br />
logged, schedules are updated, and more.<br />
Mobile and online booking for spas, classes,<br />
experiences, and amenities are fast, easy,<br />
and efficient. The software integrates with<br />
your hotel booking systems and POS systems<br />
to provide personalized recommendations<br />
based on the guest’s preferences and<br />
booking history.<br />
Customized Guest Experiences<br />
We know that personalization is key to<br />
exceeding guest expectations, and software<br />
solutions are at the heart of this strategy.<br />
Customer relationship management (CRM)<br />
systems gather data from various touchpoints<br />
to create detailed guest profiles that enable<br />
hotels to customize communication, offers,<br />
and services, making each guest feel<br />
valued and understood. With Book4Time’s<br />
note taking function, service providers log<br />
important customer information like special<br />
dates and preferences, which can be shared<br />
across multiple locations, so your guests get<br />
the best personalized service every time.<br />
Operational Efficiency & Sustainability<br />
Behind the scenes, operational software<br />
helps hotels run their ancillary revenue<br />
departments smoothly, directly impacting<br />
the guest experience. Schedules are<br />
automatically updated and, because<br />
Book4Time is cloud-based, staff can check<br />
their schedules from anywhere and at<br />
any time. Virtual guest check-in processes<br />
and intake forms allow people to bypass<br />
traditional front-desk formalities, offering a<br />
hassle-free start to their visit, and also allow<br />
you to save paper.<br />
Post-Stay Engagement & Feedback<br />
The guest experience doesn’t end at<br />
checkout. Post-stay engagement software<br />
helps hotels stay in touch with guests, inviting<br />
them to share their experiences through<br />
reviews and feedback forms. This feedback<br />
is invaluable for continuous improvement<br />
and can also be used to encourage repeat<br />
bookings and loyalty through personalized<br />
offers and updates on hotel improvements<br />
made as a result of guest suggestions.<br />
Transforming the hotel & resort guest<br />
experience<br />
Software like Book4Time creates seamless,<br />
personalized, and enjoyable guest<br />
experiences. Hotels that leverage this<br />
technology have a better chance of exceeding<br />
expectations, fostering loyalty, and driving<br />
repeat business<br />
16 | <strong>Spa</strong> <strong>Executive</strong>