management

Spa Managers – time to slow down?

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We live in a world that never stops talking, with information that never stops flowing and new projects for future development and improvements that never seem to end. We usually find new challenges at the floor as well as at our desk every morning; not to mention in our inbox – it is easy to get stuck. Are you having a hard time to be one step ahead, proactively plan for your operations to move smoothly as well as for your people to develop? What about living your values and inspiring other with your passion?

We often already know what we want or need to do as managers, but we seem to never have enough time to act before we really have to, which often is too late and we have already doubled our workload. Like the Pareto principle say, 80% of your outcome come from 20% of your input which means that there are certain activities you do (your 20%) that account for the majority (your 80%) of your happiness and success. Remember, you are accountable for the success (within your business) but also for your happiness (your own health and balance.) If you not find time for what really will make a difference, you will not succeed.

You are not alone. But we are glad to tell you that there is also a solution or actually there are several. You can go from over-time to time over and be successful at the same time. You can slow down, and instead make a difference. It is called Strategy. Self- and Energy Management. Strategic Planning. Conscious Leadership. Balance. Sustainable Lifestyle. Vision.

With our Spa Management Online Program we would like to help you and all spa industry professionals the best we can to put the right priorities in place and strategically plan the next coming 12 months together. If you let us, we will lift you up to the next level through the online studies; flexible enough to fit an already busy schedule.

You have your chance to start June 2nd and October 6th this year and you will reach us directly at: smc@raisondetrespas.com

Warmly Welcome!
And have a peek:

smc 1

 

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How do we choose the right Spa Software? Part 2

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To have the right software system in your spa that meet your requirements is one of the most important features, for a smooth running spa operation. Part 1 of this post did tell you what to think about when choosing system and some important tips. Part 2 will let you know what is out on the market today. So, what can we expect from a spa software system today? A lot!

3Appointment books/reservations – “Access from anywhere, anytime”
Reach your system from anywhere on computers/smartphones, and make even your staff able to book treatments wherever they are (and to get updated on their schedule.) Access your waiting list and it will let you know when appointments get available, register your turn aways easy, make group bookings in a click and connect the recommendations of the reservation to the guest history. You should expect the system to be able to send out a booking confirmation, an appointment reminder and “thank you for your visit” message in preferred contact way (email or text message) in preferred language (setups can be made.) The system should also be able to handle pricing and yield management.

Online booking – “Book me now or loose me forever”
Online booking has become crucial for spas, just as all other businesses. Make sure to have an easy, functional booking procedure where the customer (if preferred) can log in and see their previous history and therapists. Also make sure you can control the web booking with choosing what times are available to book, what preferences the guest can make etc. If there are no available times when the guest search for a day and timeframe, they should get an alternative of treatment for that given time so you do not lose the customer. Upsell with add ons, extra product alternatives or additional treatment match afterwards is also possible to work with online.
You should be able to setup an online shop with retail and gift certificates if wanted. Today even Facebook booking is available from some vendors!

Packages “ At a click of a button”
Packages are fantastic – if they work. Expect them to be easy to setup, book, split, change and… PAY!

5Scheduling
Need a tool to help you schedule the right amount of therapist the right time, the right day? A dashboard can help you and will let you setup if you want to compare to previous month, last summer months or the last three years in total. You can also include previous statistics on turn aways, if wanted.

Daily goals – “Easy for staff, every day”
You should be able to find a way in the system to easy work with goals, preferably on the schedule book for each day/month etc. Maybe therapist occupancy % or number of treatments booked/day, either way you would like your staff to see this information clearly attached by the appointments or schedule. You should also be able to use staff profiles with annual goals, follow up plans and commission reports!

Guest profiles and history – “Always be one step ahead.”
Make sure that you know your guest; for every time she visit you know something more about her that you can use to enhance her next visit. Expect your system to save all purchase history for activities (with resources), retail, correspondence and marketing offers sent. There should be a system for notes written in the right place that pops up at the right time. Preferably there is a separate tool for health forms which the guest can fill in electronically and be saved in guest history.

2Memberships “Customized for every member”
You can expect a system to manage following for you: Member registration, statistics, billing periods, member discounts automatically setup, payment account setup (with electronically signing on invoices), print contracts, lockers/belongings attached, included treatments/activities, freeze periods/bonus periods that updates expiry, member applications for smartphones.

Point of Sale
POS should be easy to use, easy to make changes and should be integrated with your inventory/retail and guest history. Two smaller but very important tips: make sure you are able to move paid bookings and split tip between therapists!

Reports – “Customized”
If you are not satisfied with the standard reports, the system should be able to customize and deliver the report you need to simplify and save time. From some systems it is even possible to get statistics from the interface with the hotel system into the same report as the spa statistics, to show capture ratio for example.
Remember that it always should be possible to convert all reports to Microsoft Office or similar

4Marketing tools – “Let the system sell your business”
If your system includes a detailed guest profile and history sector (it should) then you have lots of information that could easily become tools for marketing and contacting the right guests. Let’s say you wish to boost sales for facial products during summer and want to make a special offer for previous guests. You can then easy pick from the marketing tool: External guests that visited us last summer, bought a facial and purchased at least one facial product. Just by a click you can create your offer/email with a “book now” button (or insert the marketing material) and send by email or textmessage. Simple? Yes! Does not stop there, you will also be able to see who opened the offer and who booked it. This tool could be great to use for segment the members club when you want to reach the right members, or just for your monthly newsletter etc. This tool should also help you communicate on social media, apps and so on.

Gift certificates – “Boost your sales”
Sell tailor-made gift certificates with different templates directly from your system (setup for instance birthday-template, wedding-temple, thank you-template) AND directly from your website that they print themselves. You can just imagine how sales will increase once the certificates are just a click away…

Interfaces – “Integrated, not isolated”
Get your spa software system interfaced with not only your hotel system, but your finical/accounting system, payment devices, online reservations, Ipads for health assessments or spa menus, member apps for smartphones, check-in kiosks, hotel TV’s for marketing… Do not forget that there are also options for multi properties with centralized management and guest profiles.

1Updates
Ongoing updates, free of charge is something you should expect.

Support – “We assist you 24/7”
You should be able to reach the support team 24/7 and the support should be easy to understand. Preferably you should be able to watch online videos with instructions for common questions/issues.

Cannot say this to many times: learn to love your spa software, know it in and out and you will save bunch of time and use a major resource you have invested in. No exceptions! Stay tuned for part 3, which will give you more input in how to compare the different companies you are choosing from!

/Josefin

First part done of the Spa Mangement On-line Course!

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Participants from all over the world have joined this year’s course with just one purpose; to become successful within their spa management.  It is fantastic that we have reached out to so many people and we are really glad to be able to coach and inspire for the future of spa management! We are also very thankful for the inspiration and motivation we get back from our participants.

The very first module of the course contained finance and the participants have sent in their first draft of their own profit & lost statement. For some this was simple already driving a business and updating their current P&L, but for other this is a brand new world. Just before the course started I got the question: “Why does your course start with finance, since all other spa management educations does not?” That was a good question, and we find it beneficial to start with this module because that reflects exactly how it works in the real world. You will always have to go back to your budget when introducing a new treatment, updating your shop area or taking your staff on spa workshops..

When the course is online, you choose where to study. This is one of my favorite places for reading – The Quiet Room at Grand Hôtel Nordic Spa & Fitness

When you are aware on where you stand and where you are going – you can achieve anything. I often meet people working in the industry that are not interested in the finance parts, at all. Some people don’t believe it is possible to focus on the hard skills together with the soft skills; described as the feeling and passion for wellness, energy and people. I would say that is not true at all, you should be really lucky if you already have the soft skills (that are harder to learn) but there is nothing to stop you from learning the hard skills! Everyone can do it! And if you do you will certainly get more successful and be able to spread your passion and inspiration even further than you can imagine.

We will soon update more information about the next Raison d’Etre Spa Management On-line Course starting February 1st 2013.

Wish you all a wonderful and productive Monday!
/Josefin