How to select the best spa management software

Kirsty MacCormick, founder, The Spa Consultancy discusses...

Technology for spas can be a complete game-changer but selecting the best software for your business is also a complex process. Most of us are not IT experts but we do know how to operate great spas, so the most important thing to keep in mind is the needs of your business.

Identify why you need a system. Is it to manage your resources? To offer a better online booking experience for your guests? Or is it to replace your point-of-sale system? Consider the overall guest experience across your entire resort or hotel operation and how the new system will integrate with your existing IT infrastructure. Also be realistic about the timeline, as most systems take 6-12 weeks to configure, so it’s best to avoid implementation during peak season.

Time, space and support

When setting a budget for your spa software system, it’s important to consider the overall cost of running it. Many companies offer fabulous deals, some programs are even free use, but watch out for any hidden costs. To counterbalance this, work out the amount of time and people hours that the end product could save you.

Then there are technical operating issues to assess. Do you need it to be cloud-based or can your existing infrastructure accommodate an upgrade in-house?

Ensure you know what training is included in the proposal and if that is offered in person or online. It’s advisable to know where the support is based and if it is available 24/7 in case something goes wrong.

Tech working for people

A spa software system should service the needs of your guests in a streamlined and comprehensive way. If you want to offer online booking, decide whether your system will allow people to book all of your offerings online – thermal sessions, classes, treatments and spa days – or just treatments? If you wish to send guests confirmations, forms, notifications and reminders, add this to your brief.

From an operational point of view, a system should be easy to configure and set up – it needs to save you time without adding additional hours trying to manage it. Are other departments in the hotel able to use it easily? Ideally every guest-facing reception point within a hotel should be able to access, view and book services.

Reports are usually customised and require manual calculations to extract the data you need. Ensure you know what information you can pull and whether this suits what you and your operations and finance teams need. If you require multi-site management and the ability to pull reports from different locations, factor this in.

A fully integrated solution

A software system must be able to integrate with other software, such as hotel booking and point-of-sales systems. A useful option is to have two-way integration to allow you to see the guest’s arrival and dining times, and when they are checking out, without having to continually call the front desk for information.

Integration with your café’s food and drink ordering system will make your operation run more smoothly, especially if you are able to add dining information to the guest’s bill. Guest profile management and door access and locker systems are another connection you may want to think about. An RFID band can be set up to link to the spa software as well as to control access to various areas of the property. You can also charge items through the band, ultimately reducing resources while keeping the guest bill correct. However, all of this integration costs money; it may be that the hotel system will charge thousands for this connection, so ask the question.

Memberships and marketing

If you require a membership or subscription module, it is vital to inquire whether a proposed system is able to completely manage your memberships. The ability to set up recurring monthly payments will save a manual task, especially if you are running 300-plus members. If you offer classes, booking these via your system or an app will save time. A marketing module to help fill white space and yield-manage your diary is an essential feature. This is most important if it allows you to promote more profitable treatments at peak times and set up a deposit or cancellation charge.

Overall, a new software system should save you precious time and resources. With a clearly designed brief and by asking the right questions, you will be well placed to make a decision that will streamline your spa operation and set your business on the pathway to success. A software toolkit

Top priorities when buying management software

n Budget Before you start looking, find out how much you can spend or plan it into next year’s budget n Teamwork I would always recommend putting a small project team together – a selection of key people across the operation who will give you a different viewpoint n Priorities List your six key non-negotiable priorities – remember no system is perfect n Future development If you are being promised certain functionality and being told this is planned in future developments, ask for an exact timeline in writing as this can sometimes take years n Due diligence Do your research and homework, ask other spa operators or consultants for advice.

Continually ask questions and sit through demonstrations. Ask for a test site.

With over 30 years’ experience in the spa and wellness industry, Kirsty MacCormick is the founder of The Spa Consultancy. Her expertise includes development, pre-opening project management and operational set up of a range of businesses from commercial hotel and day spas to luxury five-star wellness destinations.