TECHNOLOGY
JASON HOLLAND, PRODUCT EDITOR, SPA BUSINESS
SPA SOFTWARE
OPERATOR CASE STUDIES PART FOUR
We take a look at how spas around the world are using software to boost their business
Overcoming language barriers with SpaOne
Centara Resorts & Spas’ extensive network in Asia predominantly covers locations where English isn’t the first language and the computer literacy of some users is limited. Selecting software was therefore a difficult task and eluded Spa Cenvaree, the spa arm of Centara which has 30-plus facilities, for years before it discovered SpaOne. An extensive period of trials
and testing confirmed SpaOne’s system met all requirements, and the Australian-based software provider was also able to offer the aftercare support Centara was looking for, with the ability to operate in an Asian time zone. Tara Hanrahan, group director of spa operations at Centara, says the software “provides the functionality components essential for a multi-national company and is executed with the simplicity and ease of push-button reporting”. Hanrahan says the implementa- tion of the SpaOne software has ensured operational consistency throughout the group, which is par- ticularly important for reporting so the company’s various locations can be compared. The use of cloud-based technology to conduct
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Using the software, the group can see what areas of the business need more attention
Camelot picks ESP Online to shed light on buying habits
With 21 spas across southern Africa, Camelot Spa Group required a software system that could combine information from all its branches to deliver accurate statistics. It selected software from South Africa’s ESP Online to do this. Camelot owner Debbie Merdjan has made
Debbie Merdjan
Hanrahan uses SpaOne to check guest nationality and tailor offers accordingly
off-site management via remote access is a key component for Hanrahan herself, who says she’s able to better track nationalities, average spend and capture rate per segment so each spa can create targeted marketing campaigns for the different channels. “Through using SpaOne at our
Centara Grand Mirage Beach Resort in Pattaya, Thailand, we found that our Chinese guests had one of the highest average spends of any nationality, Russian guests had the highest re-booking rate and Thai guests loved a special promotion. We were able to use this information and produce focused promotions that worked,” she explains.
Spa-kit.net Keyword: SpaOne
full use of the reports to understand her customer mix and buying habits. “We’re able to view the more popular treatments and packages and see what areas in the business need more attention,” she says. Knowing what clients want means
marketing can be directed in the right areas, thus producing better results. ESP Online’s system can also perform a detailed weekly stocktake, which helps Merdjan find any losses or inaccuracy in stock levels so that wastage and loss of revenue doesn’t occur. Other features of the system that have
impressed Merdjan are the web interface, which gives Camelot the opportunity to remotely view a spa’s data “to know exactly what is happening in the business by viewing the different reports”. There’s also a computerised bookings and rosters module that enables the company to “accurately track staff performance and make sure that all bookings and sales are being accounted for”.
Spa-kit.net Keywords: ESP Online
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