The wellness industry is diverse, dynamic – and, therefore, complex.

Combining treatment offers by the hour with other services, such as accommodation and catering, means that wellness managers must be able to balance multiple responsibilities. In addition, keeping pace with ever-changing trends/regulations and running a local spa or wellness resort is a challenging task.

Is yoga still popular, and which spa treatment is the most in demand today? What about customer behavior; do my guests still book over the phone during opening hours, online via the spa’s website, or through third-party booking platforms; or do they prefer to book through social media or messaging apps?

With over a decade of expertise in providing management solutions to spas, gyms, and recreational resorts, we can help you to answer these questions based on technology trends and customer feedback.

All your guests use mobile apps and web booking.

Your guests have embraced technology, and so should you.

Customer behavior is adaptable, and new technologies have changed it for good. According to GetApp, 60 percent of users already use online channels to make service appointments. Interestingly, “94% of respondents would be more likely to choose a new service provider if that provider offered online booking options.” Consider losing a valued guest just because you do not have an Internet Booking Engine. Nine out of ten might pick someone from your competitor list. So, if you are not using an IBE already, you should get one immediately.

Technology is a powerful tool; it enables you to streamline your operation and improve the guest experience.

For availability checks and treatment bookings, the opening hours of your front desk become 24/7. Nobody needs to wait on phone loops or listen to answering machines. An IBE saves time for both sides; your staff answers fewer phone calls, allowing them to focus on their operational tasks. The booking process is available anywhere, at any time.

An IBE will also revolutionise your payment process because guests can pay for everything in advance via debit and credit card. As a result, your customer’s overall experience will be far smoother and less stressful, and isn’t that what everyone expects these days?

Dynamic pricing: a profitability and risk management tool

We live in more uncertain times. Our post-pandemic economy is learning to live with inflation driven by conflict and higher energy costs. Many independent businesses have no reserves left. Therefore, risk management is more critical than ever, and it is here that dynamic pricing plays a crucial role.

A clever pricing strategy will enable you to stay attuned to market conditions and customer behavior. For example, prices could be adjusted by weekday, daytime, season, demand, or customer. In addition, you can increase satisfaction and loyalty by tailoring your price to each customer.

The possibilities of dynamic pricing are limitless, enabling you to offer the right price at the right time.

Focus on retention, not just acquisition.

Another way to reduce costs and increase revenue is to maximize your guest’s lifetime value. However, customer acquisition is expensive, so you should concentrate on retention instead of spending high amounts on advertising.

Excellent guest services, personalized experiences, and a robust loyalty program should be the core of your retention strategy.

Loyalty programs can take many forms, from simple ones with bonus points to VIP subscriptions, group discounts, and personalized rewards. Loyalty programs also provide valuable insights into customer behavior and preferences, ensuring offerings can be further improved.

Flexibility within the gig economy

The gig economy is taking over some areas of business, and for good reasons: qualified and experienced personnel are hard to find.

At the same time, why pay for an entire team during low-demand seasons?

If your treatment and service team are freelancers, you can flexibly organize your schedule.

You need a purpose-built staff management system, including a staff-facing app or web interface.

The system should also handle commissions to motivate your employees.

All the above is part of our TNG solutions portfolio – to find out more, click here www.tngworld.com

And we will cover all these topics in depth throughout the year, so subscribe to our Hospitality & Retail Newsletter.

About HRS Hospitality and Retail Systems

HRS Hospitality and Retail Systems is Oracle's largest hospitality partner worldwide, providing coverage in 90 countries to more than 11,000 customers. With over three decades of experience in installing and maintaining hospitality systems, our commitment to providing exceptional support extends 24 hours a day, 7 days a week, 365 days a year, all in your local language.

Jakob Rieger
Marketing Manager TNG International
HRS Hospitality & Retail Systems