turnaways
More treatments are booked at the last minute, making it diffi cult to optimise staff schedules without the proper tools
W
e’ve managed to run a successful, seven-treatment
Firstly, this has an excel- CATHY BALL
room spa at Calcot Manor – a 18-bedroom boutique hotel in England – for seven years and as I’ve been there from day one taking calls and speaking to clients I feel I know my business intimately. At Calcot our soſt ware includes a success-
ful wait list feature but does not run a report allowing us to list reasons why we could not meet that clients’ needs. Unfortunately we have to enter our turnaway details into a spreadsheet manually to be useful. While the information we gather is detailed
– we cover the time and date of the appoint- ment, the type of treatment, the demographic of the customer, the reason for not being able to accommodate them and note if there’s a request for a specifi c therapist – collecting and collating it is time consuming and in reality I would like more accuracy. In June 2009, we acquired another prop-
erty nearby – Barnsley House Hotel, which has 18 bedrooms – and following refurbish- ments we relaunched its fi ve-treatment room Garden Spa this April. Now I’m building
SPA BUSINESS 4 2010 ©Cybertrek 2010
Spa director, Calcot Health and Leisure Ltd
up this second business, turning away cus- tomers could lead to a completely diff erent scenario: I could lose a client – who may be my highest spending customer – forever. At the moment we never turn down a spa booking until we have tried to create more availability. Consequently, I have a pool of part-time therapists working between Cal- cot and Barnsley who are happy to be called in to pick up additional treatments. It’s more important in this new business to
record and analyse turnaways. I’ll be looking for patterns in demand so that I can recruit accordingly – ie ensuring I staff effi ciently to make sure I have enough availability at the right times to maximise potential. However, as I’m not at this property so much, I need to rely on reports and manually recording information is not really scientifi c enough. T erefore, last month, we installed the Mil- lennium programme by Harms Soſt ware.
lent ‘pending’ element where requested appointments are held on the system and if a cancellation appears, a text message alert can be sent to notify those on the waiting
list. We are expecting that this will work well in a hotel environment where customers are probably already on-site or nearby. Secondly, it has a ‘missed opportunity’
window than can be used to track the amount of business that you have to turn down due to either employee unavailabil- ity, a lack of resources or the business being closed. Details of the missed opportunities within a specifi ed date range can then be viewed in a report. While it’s still too early to tell how
well this soſt ware works we have high hopes that it will help us grow the business by creating more availability at the times and days that it highlights.
Both spas at Calcot Manor and Barnsley House Hotel have been the recipients of trade and consumer awards. Details:
www.calcot-
manor.co.uk or
www.barnsleyhouse.com
Read Spa Business online
spabusiness.com / digital 57
PHOTO:
ISTOCK.COM/©NIKO GUIDO
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84