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Hotel Spa Businesses: Learn How to Future Proof

Future-proofing is key to thriving as a spa business while still delivering a great service for your customers. Here are a few ways to keep your hotel spa business running smoothly long into the future.

Go contactless

Going cashless became a necessity in recent years but contactless will remain the standard. Its speed and convenience have won the general public over and spa businesses that don’t meet the demand with point-of-sale systems to accommodate this will fall behind. Card payments will become the go-to option in the coming years as contactless payment will remain the preferred solution.

Taking contactless payments through the likes of a card payment machine, wearables or another contactless method will speed up the transaction process for customers and is quicker for staff, particularly on busy days. What’s more, tap to pay technology is incredibly reliable and secure, protecting your customers against fraudulent purchases through encryption.

Send digital communications

In addition to accepting contactless payments, spas need to consider other areas where they can keep customers and staff safe while also maintaining a high standard of customer service.

Digital communications are the solution to this – by ramping up email marketing, you can create communications that highlight promotions, offers and services, as well as the availability of appointments. Emails can be sent strategically to your customer base, based on their previous bookings or services they may be interested in, along with targeted promotions. These communications could also be paired with text messages and social media posts for added impact.

Don’t be afraid to innovate

Businesses that stick to their guns and aren’t willing to adapt rarely make it in the long-term. Hotel spa businesses need to be willing to innovate and pay close attention to trends and customer requests in order to stay ahead of the competition, and keep clients coming back time and again to improve revenue management.

Encourage conversations among your staff to find new ways to innovate and get creative, but it’s also worthwhile listening to your customers and asking what they’d like to see more of within your business. They’re the best source of ideas you have at your disposal, so whether it’s via feedback and reviews, social media or in-person, take the time to check in with your clients regularly. Prioritise customer-driven processes Businesses need to consider the ways in which they can make processes as convenient as possible for customers, from self-service appointment booking to getting rid of cancellation fees so that customers don’t need to come into the salon if they’re not feeling well, without worrying about penalties.

Software that makes it easy for customers to confirm, cancel or reschedule appointments via email or text messenger is also a great way to make the process of managing appointments hassle-free for customers. You can even incentivise customers by offering discounts if they pre-book their next appointment to encourage bookings.

Reconfigure for virtual options

Since the pandemic, many salons moved online to deliver virtual consultations. But many will continue with virtual bookings even once salons and spas have reopened fully. The convenience that online alternatives provide makes it an appealing option, so spas should consider giving customers the choice that aligns best with their priorities.

Providing the choice of in-person and online appointments also lessens the burden on spas while helping to drive online sales of products and additional services. Likewise, offering virtual check-ins will make the customer journey seamless and more convenient. Spas that are responsive to change and remain agile will be more resilient in the future, whatever it may hold, and considering what the customer needs sits at the heart of that.

Final thoughts

No one knows what the future will bring but it’s up to individual spa businesses what the new normal looks like for them and their customers. From safer, more convenient payment solutions to streamlining booking and checkout processes and offering hybrid services that cater to the demands of the client, spas can create a convenient and safer environment that delivers excellent customer service without the business suffering.

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