Spa_Executive_January_2024

ISSUE #51 JANUARY 2024 

SPA EXECUTIVE 

FOR LEADERS IN THE BUSINESS OF WELLNESS 

THE 

INNOVATION & 

CREATIVITY ISSUE 

SPOTLIGHT 

Jumeirah’s VP of Wellbeing, Niamh 

O’Connell on her new role and enriching 

the guest wellness experience 

BUSINESS 

Driving hospitality revenue with 

innovative sleep tourism programs 

FEATURE 

Why innovation is crucial for hospitality 

businesses in 2024

PUBLISHER 

Roger Sholanki 

EDITOR, CREATIVE DIRECTOR 

Elizabeth Bromstein 

DESIGNER 

Design Pickle 

CONTRIBUTING EDITOR, 

PRODUCTION MANAGER 

Sal Capizzi 

Note from the Publisher 

Dear readers, 

Innovation in hospitality is reshaping the way we experience travel and accommodation through the 

integration of cutting-edge technology with traditional hospitality values. Driven by global events as 

much as tech developments, this synergistic combination is providing new ways to enhance 

operational efficiency, reduce costs, increase revenue, and more. 

Technological innovations are providing new ways to design unique and creative wellness offerings 

while streamlining and simplifying processes. And advances in data analytics and AI are allowing hotels 

to tailor services to individual preferences, ensuring that each stay is uniquely memorable, fostering a 

deeper connection between consumer and brand. 

In this issue of Spa Executive we’re looking at why innovation is so important right now, some of the 

ways hospitality and wellness leaders are getting innovative and creative, and how this is impacting the 

industry overall. 

In our Spotlight interview, Jumeirah’s new VP of Wellbeing, Niamh O’Connell talks about how Jumeirah 

Group is poised to be a leader in state-of-the-art wellness and embracing new and emerging 

technologies in the wellbeing space. Read her exciting and insightful interview here. 

We also look at innovations in sleep tourism, a sector expected to see massive growth over the next 

few years; and some innovative solutions for employee retention. Our featured property, meanwhile, is 

Jumeirah’s breathtaking and towering Burj Al Arab - a hotel and spa experience that elevates the 

Spa Executive 

Spa Executive is Book4Time’s 

magazine for leaders in the 

business of wellness. News, 

views, and interviews for those 

who want to attract top talent, 

increase customer retention, 

and offer the best possible 

guest experience. 

concept of luxury. 

Niamh O’Connell has said that we are standing “on the brink of an exhilarating transformation.” And 

she’s right. It’s an amazing time to be in hospitality. 

I hope the insights herein empower you with valuable knowledge to propel your business forward. 

Warm regards, 

Roger Sholanki, 

CEO, Book4Time

Contents 

January 2024 

Volume 51 

4 

7 

9 

11 

TECHNOLOGY 

Checklist: Common objections 

leadership will make to new software + 

the counterarguments 

MANAGEMENT 

Innovative solutions for employee retention in 

hospitality & wellness 

BUSINESS 

Why innovation is crucial for hospitality 

businesses in 2024 

BUSINESS 

Driving hospitality revenue with innovative 

sleep tourism programs 

14 

18 

21 

24 

SPOTLIGHT 

Jumeirah’s VP of Wellbeing, Niamh O’Connell 

on her new role and enriching the guest 

wellness experience 

FEATURED PROPERTY 

Talise Spa at Burj Al Arab 

FEATURE 

Book4Time clients taking innovation & 

creativity to the next level 

TECHNOLOGY 

How traditional hoteliers are harnessing 

modern tech to enhance guest experience

Image by Drazen Zigic on Freepik 

Common objections leadership will make 

to new software + the counterarguments 

So, you want to implement a spa and 

ancillary revenue management software 

system to elevate your hospitality business. 

When you’re making the case for a new 

software system as a spa director or 

manager, stakeholders like senior 

management will likely have several 

common objections or concerns. 

Your job is to come to the table armed 

with convincing counterpoints and 

solutions demonstrating that you have 

done your research and anticipated these 

concerns. Show that you have evaluated 

multiple platforms and chosen the best 

option for your business. 

Here are some examples of the objections 

and concerns stakeholders will probably 

raise when it comes to implementing new 

software and the counterpoints as related 

to Book4Time spa and ancillary revenue 

management software. 

Objection/concern 

Cost concerns: Stakeholders will scrutinize 

the cost of new software. They might 

object to the upfront investment, ongoing 

maintenance costs, and any hidden fees 

associated with the software. 

Counterpoint/solution: Book4Time cloud 

software is purchased by subscription, with 

manageable payments, and typically uses a 

utility pay structure by user and access level, 

so you only pay for what you use from the 

selection of award-winning, out of the box 

features that are unparalleled in the industry. 

Services and users can be added or removed 

as needs change. On-premise software, on 

the other hand, requires that you pay the full 

price of the software upfront, and pay again 

for any additional licenses, should you wish to 

add more users at a later time. 

Cloud software also saves the cost of the 

IT staff and infrastructure that would be 

required to maintain an on-premise solution. 


Return on investment (ROI): They will, 

understandably, question the potential 

ROI and need to be convinced that a new 

software will significantly enhance revenue 

or reduce costs to justify the investment. 

Counterpoint/solution: Book4Time 

spa and ancillary revenue management 

software significantly boosts revenue 

and efficiency for spa businesses. It 

handles daily tasks, reduces costs and 

time spent, and improves profits, making 

it a vital investment. The software can 

increase revenue by 2%-20%, translating 

to substantial annual gains. It addresses 

customer turnaways, offers online 

booking options to capture revenue 

from all possible bookings, improves the 

guest experience, ensures security and 

compliance, and more. Overall, Book4Time 

software streamlines operations and 

enhances profitability. 

4 

| Spa Executive


Integration with existing systems: 

Concerns about how well the new 

software will integrate with the hotel’s 

current systems are common and 

expected. Poor integration will lead to 

operational inefficiencies. 

Counterpoint/solution: From hotel and 

payment systems, to marketing automation 

and inventory management solutions, 

Book4Time offers the widest range of 

software integrations in the industry 

integrating with more than 100 systems. 

The Book4Time spa and ancillary revenue 

management system seamlessly integrates 

with the systems you already use, 

including PMS and Credit Card Interfaces, 

Accounting Software like Netsuite & 

Profitsword, Marketing software, including 

DemandForce, and Guest Experience 

software like Intelity, Huidini & OKKAMI. 

Book4Time integrations are cloud based, 

so automatic, over-the-air updates ensure 

the best and most secure user experience 

when syncing data between systems. 


User adoption & training: Stakeholders 

should be concerned about the ease of 

use of the new software and the training 

required for staff. They’ll consider whether 

the learning curve is reasonable and if staff 

can effectively adapt to the new system. 

Counterpoint/solution: There are indeed 

spa software systems out there that 

employees are downright afraid to use, lest 

they make a mistake and throw everything 

out of whack and this can create tension 

and cause problems. Book4Time is not 

one of them. With Book4Time, a dedicated 

trainer and customer success manager will 

walk you through the simple steps to get 

you on the road to taking full control of 

your booking experience. Book4Time also 

has a library of available resources to make 

onboarding and adoption a lot easier. 

In 2021, Vivian Villamizar, who at the time 

was Spa Director at The Palms AVEDA 

Spa, Miami Beach, told Spa Executive that 

Book4Time is “very user friendly,” adding, 

“I have therapists who didn’t even dare to 

use our system before, They now feel very 

confident about using the software system.” 


Data security & privacy: With increasing 

emphasis on data security, the higher 

ups will be concerned about how the 

software handles guest data, especially in 

compliance with regulations like GDPR. 

Counterpoint/solution: The security of 

your guest information should absolutely 

be top priority. A breach would be 

devastating for everyone. Compliance with 

local laws and standards is a must because 

noncompliance can be both dangerous and 

incredibly expensive. Penalties for HIPAA 

non-compliance, for example, range from 

$100 to $50,000 per violation. 

Cloud providers invest heavily in security 

with dedicated teams, often offering better 

protection than in-house IT at a more 

reasonable cost. Book4Time has data 

centers in every region of the world to 

ensure customers are compliant with local 

data privacy laws like CCPL, GDPR and PIPL. 

We are also PCI and HIPAA compliant and 

conduct annual SSAE / ISAE 3402 Type II 

audits and data penetration tests. We will 

pass your IT Network & Security reviews 

with flying colors. 


Technical support & reliability: 

Questions about the reliability of the 

software and the quality of technical 

support are common. Downtime or 

technical issues can significantly impact 

operations and guest experience. 

Counterpoint/solution: Yes, support 

reliability is crucial for business-critical 

software, such as spa and ancillary revenue, 

where downtime is costly and disruptive. 

Your software’s CS team MUST be there 

for you when you need them 24/7 and 

should also provide proactive assistance, 

including regular check-ins and updates 

to ensure that your software continues to 

meet your evolving needs and performs at 

its best, maintaining seamless operations 

and exceptional customer experiences. 

Book4Time boasts the industry’s highest 

uptime at 99.99%, support in 15 languages, 

and LIVE 24/7 phone and email support. 

We’ve been told our support is the best in 

the business! 


Impact on guest experience: 

Stakeholders will want to evaluate how 

the new software will affect the guest 

experience. They will be cautious about 

anything that might complicate or diminish 

the guest’s experience. 

Counterpoint/solution: Book4Time 

enhances the guest experience with 

convenient online booking and scheduling, 

which allows guests to easily select their 

preferred services and times. Automated 

reminders and notifications reduce 

no-shows and ensure guests are wellinformed 

about their appointments. 

Our next-level customer relationship 

5 


management functionality allows you to 

track + log guest preferences and share 

these across multiple locations to facilitate 

personalized service offerings, while 

integrated payment systems expedite 

check-in and check-out processes. 

Additionally, features like membership 

management and loyalty programs 

encourage repeat visits. Book4Time helps 

you collect feedback and reviews, essential 

for continuous improvement. Plus, digital 

intake forms save time and allow guests 

to fill out their information at their own 

convenience, minimizing wait times and 

allowing more time to enjoy pre-treatment 

amenities. Book4Time is also easy for staff 

to use, and a happy team = happy guests. 

These are just some of the ways Book4Time 

enhances your guest experience! 

Address these concerns while making your 

case and smart leaders will immediately see 

the value of implementing new software. 

Next steps? Elevate your business! 

6 


Image by wayhomestudio on Freepik 

Innovative solutions for employee 

retention in hospitality & wellness 

The top reasons people quit their jobs across 

industries are low pay, a lack of advancement 

opportunities, and feeling disrespected at 

work. Some innovative solutions for employee 

retention in hospitality. 

Recruitment and retention costs time and 

money, things nobody can afford to waste. 

And yet, the hospitality industry just can’t 

seem to solve this pesky staffing problem. 

The good news is that it is improving. 

According to reports, the US Bureau of Labor 

Statistics estimates that the levels of turnover 

in the industry was recently hovering around 

73%, which is down from previous shockingly 

high numbers of above 80%, but still huge. 

Why does employee attrition in hospitality 

remain high? 

One study found that the top reasons people 

quit their jobs across industries are low pay, 

a lack of advancement opportunities, and 

feeling disrespected at work. This should go 

without saying but paying people what they’re 

worth will go a long way towards solving 

retention problems. 

Some more creative ideas for keeping your 

hospitality talent happy and making them 

want to stick around for the long term include 

the following: 

Performance based pay 

Performance based pay involves a tiered 

commission structure, motivating employees 

by increasing their earning potential as 

they advance. Such a pay structure not only 

incentivizes team members to improve their 

skills and client base but also contributes to 

business growth and saves costs of raises 

without ROI. 

A new practitioner might start at Tier 1 

and progress to higher tiers by meeting 

specific performance thresholds, such as 

acquiring new certifications or maintaining 

a high client return rate. This model allows 

businesses to reward more experienced and 

skilled practitioners with higher wages, while 

encouraging newer practitioners to enhance 

their skills and client lists for higher payouts 

or bonuses. 

Implementing a tiered payout structure has 

multiple benefits. It increases employee 

engagement, as practitioners are motivated 

to excel and achieve the next level. It also 

helps solve staffing problems by offering 

a pathway for career advancement and 

financial improvement. Moreover, it aligns 

employee goals with business success, 

creating a win-win situation where dedicated 

and skilled team members are the driving 

force behind a thriving business. 

This approach is particularly effective in 

building strong teams in the hospitality 

sector, ready to face future challenges with a 

skilled and motivated workforce. 

7 


Reduce staff burnout with automation & 

touchless tech 

Touchless treatment options can benefit 

staff directly. Implementing technologies like 

automated booking systems, self-service 

check-in kiosks, and AI-driven customer 

service tools can reduce the administrative 

burden on staff. This allows them to focus 

on more fulfilling tasks and reduces the 

risk of burnout. Offering touchless wellness 

treatments like light therapy, sound baths, 

aromatherapy, and more, can alleviate some 

workload as they can be employed without 

a therapist, while keeping guests happy 

and enthralled with new treatment and 

tech advancements. Training staff in these 

technologies diversifies their skill set, makes 

their work more interesting, and reduces 

the physical demands of the job. 

In an interview with Spa Executive magazine, 

Magaleena Nikolov, then General Manager 

of Spa, Wellness and Retail at Fairmont 

Century Plaza, talked about implementing 

touchless and DIY services at the cutting edge 

spa. “Creating treatments like biohacking or 

scrub kits for the amenity space has allowed 

us to offer guests dynamic and effective 

experiences that don’t require therapists or 

additional space,” she said. “In fact, these are 

treatments or experiences that can often 

be offered during peak times when perhaps 

there is not availability for a therapist.” 

Regular access to these treatments for 

staff, meanwhile, can also be a valuable 

perk that enhances job satisfaction and 

reduces burnout. 

Get creative with employee recognition 

There are those who insist that a “thank you” 

is more important than a raise. It’s not. 

But that doesn’t mean showing gratitude 

and appreciation isn’t important. 

Creative employee recognition ideas can be 

both memorable and effective in boosting 

morale and increasing employee engagement 

and job satisfaction. Some examples of 

unique approaches: 

Personalized appreciation videos: 

A short, personal video featuring the 

team or management expressing 

their appreciation for the employee’s 

hard work. 

Feature in a company newsletter: 

Spotlight the employee in the company 

newsletter. This not only recognizes 

them but also showcases their 

contributions to the entire organization. 

Customized Gifts: Personalize gifts 

according to the employee’s interests. 

Charity donation in their name: Make a 

donation to a charity chosen by 

the employee. This shows respect for 

their values and contributions to 

the community. 

Special project leadership: Give them 

the lead on a special project, like a spa 

menu redesign. This shows trust in 

their abilities and offers a chance for 

further professional growth. 

Recognition in a public event: 

Acknowledge their achievements in 

a public event or company meeting, 

highlighting their specific contributions. 

Creative awards or trophies: Design 

unique awards or trophies that align 

with the company culture and the 

employee’s personality. 

Remember that your employees are your 

internal guests and you should be focusing 

as much on their experience as that of your 

external guests. 

Implement these ideas offering a mix of 

personalization, career development, 

relaxation, and public recognition, catering 

to various aspects of an employee’s 

professional and personal growth, to reduce 

attrition and keep your teams happy. 

8 


Image by DilokaStudio on Freepik 

Why innovation is crucial for 

hospitality businesses in 2024 

The luxury hospitality industry stands at a 

pivotal juncture, where embracing innovation 

is a necessity for future success. Here’s why 

innovation is crucial for hospitality businesses 

in 2024. 

We’re celebrating innovation and creativity 

in hospitality in this issue. Because in 2024, 

innovation is crucial for several reasons. 

These include: 

Enhanced guest experience: Guests are 

increasingly valuing new experiences and 

personalized services. Technologies like 

artificial intelligence (AI) and the Internet 

of Things (IoT) can help provide things like 

tailored activity suggestions and room 

settings. This trend is supported by the 

expected implementation of AI technology in 

nearly 80% of hotels by 2024. 

Sustainability: Sustainability is now a critical 

aspect of the hospitality experience. 

Hotels are seeking and will continue to seek 

and adopt eco-friendly practices, such as 

using renewable energy, reusing greywater, 

and sourcing food locally. This not only 

benefits the environment but also aligns 

with the growing consumer demand for 

sustainable and conscious tourism. 

Gen Z and changing consumer 

expectations: Gen Z, set to become the 

largest consumer group in the US by 2026, 

is influencing hotel trends. This generation 

values experiences over possessions 

and has strong social and environmental 

values. Hotels can adapt by focusing on 

sustainability, diversity, and mobile-friendly, 

personalized stays . 

Technological advancements and 

labor shortages: With widespread staffing 

shortages, technology is playing a 

crucial role in addressing these 

challenges. Automation can be used to 

streamline operations, from inventory 

management to guest interactions, helping 

reduce the workload on staff and 

improving efficiency. 

Data-driven personalization: For luxury 

hospitality, innovation is key to meeting 

evolving consumer preferences. 

Using data analytics and AI, hotels can keep 

up with the competition by customizing 

room preferences and providing tailored 

recommendations, enhancing guest 

satisfaction and loyalty . 

Creative programs and services that stand out from 

the rest 

Creative programs and services that stand 

out from the rest are also key. Examples 

of creative travel trends for 2024 listed by 

Conde Nast Traveler include astro tourism, 

which is traveling to view astronomical 

phenomena in locations free from light 

pollution, crowds, and traffic. 

Getting creative with AI is another example. 

CN Traveler states, “AI will start to make 

9 


more real-time interventions in our travels 

in 2024.” For instance, live translation, which 

Samsung plans to launch on its 2024 Galaxy 

devices. Guests will reportedly be able to call 

anywhere to get information without worrying 

about whether staff speak the same language 

– which is incredible. 

Travelers will pay a premium for a 

seamless experience 

Convenience is increasing in value. Luxury 

hospitality service providers will benefit 

immensely from finding innovative ways to 

mitigate the hassles and headaches that 

often come with even the most high end 

travel experiences. 

One recent survey found that price is no 

object when it comes to convenience. 

Kensington Tours’ Luxury Travelers Survey, 

conducted with Opinium Research, polled 

400 adults from households earning 

$250,000+ who had booked luxury trips over 

the past five years. 

The key finding, according to Travel Week, 

is that affluent travelers are more than 

willing to pay a premium for seamless travel 

experiences. Nearly seven in 10 luxury 

travelers (68%) said they are willing to 

pay more to skip lines, avoid crowds, and 

experience private tours. Respondents also 

said they would pay more for personalized, 

bespoke trips tailored to their wants and 

needs (66%) and one-stop planning (62%). 

TripFusion, for example, empowers hotels 

and resorts to package rooms with spa and 

wellness experiences and activity bookings, 

bringing these two trends together, and 

catering to this wildly lucrative market. 

Innovations in capturing revenue, meanwhile, 

are something nobody can afford to ignore. 

Book4Time software’s Yield Management 

feature is a game changer, empowering 

Spa Directors, General Managers, and 

Sales & Marketing teams to explore and 

innovate novel strategies for boosting profits 

without having to resort to discounting to fill 

treatment rooms. In fact, Book4Time won the 

2023 ISPA Innovate Award for the company’s 

advanced yield management & dynamic 

pricing capabilities. 

The luxury hospitality industry stands 

at a pivotal juncture, where embracing 

innovation is a necessity for future success. 

By integrating cutting-edge technologies, 

sustainable practices, and personalized 

experiences, the sector can redefine luxury 

travel, meeting the evolving demands of a 

new generation of consumers. 

Hospitality companies should find innovative 

ways to streamline the end-to-end travel 

journey, like software that allows for online 

and mobile booking, contactless check in 

and checkout of your property’s spa and 

ancillary revenue departments and activities. 

Choosing a system that integrates with your 

other existing systems is also key. Vacayou’s 

10 | Spa Executive

Image by drobotdean on Freepik 

Driving hospitality revenue with 

innovative sleep tourism programs 

Sleep tourism is a big revenue opportunity 

for hotels and resorts. Some examples of 

innovations in this area. 

Sleep is of big concern right now and sleep 

tourism represents a big potential market, 

not just for the luxury sector, but for hotels 

and resorts across the board. According to 

the Sleep Foundation, one third of Americans 

don’t get enough sleep, and Google searches 

for “sleep” hit an all-time high in 2023. 

Specific searches such as, “Why am I tired all 

the time” were also common. 

This is obviously important, as we know sleep 

is tied to longevity, health, and wellbeing, 

while a lack of it is connected with some very 

bad things, including heart disease, kidney 

disease, high blood pressure, diabetes, 

stroke, obesity, and depression. 

Research findings presented in 2023 at the 

American College of Cardiology’s Annual 

Scientific Session Together With the World 

Congress of Cardiology suggest that about 

eight percent of deaths from any cause can 

be attributed to poor sleep patterns, and 

that people who have more beneficial sleep 

habits are incrementally less likely to die 

younger. Separate research has found that 

poor sleep is connected with memory loss 

and dementia. 

Awareness around the topic has people 

seeking solutions. According to research on 

the Sleep Foundation website: 

37% of U.S. adults say they slept 

somewhat or much worse in 2023 

than in previous years. 

The top sleep hacks people tried 

in the year prior to the report were 

showering before bed (45%), using a 

weighted blanket (26%), and keeping a 

bedroom window open (26%). 

27% exercised more to improve sleep, 

27% got up earlier, and 25% limited 

or avoided caffeine, while only 19% 

turned off their phone at bedtime. 

The most popular products purchased 

to improve sleep were comfortable 

pillows (40%), quality sheets (24%), and 

a new mattress (23%). 

The rise of sleep tourism 

Sleep tourism, meanwhile, is on the rise, 

with more hotels and resorts offering 

sleep-focused rooms, amenities, and 

programs. Sleep tourism is projected to grow 

by nearly 8% and over $400 billion between 

2023 and 2028, according to an analysis 

by HTF Market Intelligence as reported by 

Fortune magazine. 

Rebecca Robbins, a sleep researcher and 

co-author of the book “Sleep for Success!” told 

CNN in 2022 that it’s about time for this shift. 

“When it comes down to it, travelers book 

hotels for a place to sleep,” Robbins told CNN 

Travel. “People often associate travel with 


decadent meals, extending their bed times, 

the attractions and the things you do while 

you’re traveling, really almost at the cost of 

sleep. Now, I think there’s just been a huge 

seismic shift in our collective awareness and 

prioritization on wellness and well being.” 

Trends in wearable and sleep tech 

In 2023, the Global Wellness Institute listed 

sensorial based technology products among 

its sleep trends: 

“Sensorial-based technology products include 

smart mattresses that use sensors to monitor 

sleep patterns and adjust the mattress 

firmness and temperature accordingly. 

Additionally, there are smart pillows that track 

sleep data and provide soothing vibrations 

to alleviate snoring or provide a more 

comfortable sleep. These products also offer 

guided meditation and relaxing music to help 

people fall asleep faster, creating a more 

sensorial sleeping experience.” 

Wearables include the Ouoro Ring and the 

Whoop 4.0. 

Hotels and resorts are turning to similar 

technologies – as well as more natural 

solutions – to appeal to sleep deprived 

guests in search of a restful holiday. 

What distinguishes one from the others will 

be unique and imaginative sleep program 

ideas that offer guests experiences 

unavailable elsewhere. 

Some examples of hotels and resorts 

offering innovative and creative sleep 

programs include: 

Four Seasons Bali at Sayan 

One of the sessions in the Life Talks and 

Meditation series at Four Seasons Resort Bali 

at Sayan, a breathtaking five-star property 

in the Sayan Valley, is a sacred nap. For this 

afternoon “air nap,” guests are suspended 

from a bamboo ceiling cocooned in an aerial 

silk hammock. Rocking gently while listening 

to the sounds of nature in the tranquility of 

the Sayan Valley and the life story of Buddha 

as told by Four Seasons Wellness Mentor 

Ibu Fera, guests are lulled to sleep in tranquil 

bliss. “Deeply soothing and nurturing, this 

is a not-to-be-missed relaxation technique 

that will leave you feeling refreshed and 

recharged, and planning your next air nap.” 

Park Hyatt New York 

At Park Hyatt New York, the luxury five-star 

urban oasis in the heart of Midtown, Bryte 

Restorative Sleep Suites are outfitted with 

Bryte Balance Restorative Beds. These beds 

offer a multi-sensory relaxation experience 

that synchronizes calming sleep-inducing 

sounds with soothing motions to ease the 

mind into a peaceful state and help guests 

fall asleep faster. Sleepers can personalize 

support settings on each side of the bed for 

tailored comfort, while intelligent cushions 

continually rebalance to minimize waking 

episodes. A Silent Wake Assist feature begins 

gradual movement beneath the sleeper 15 

minutes prior to wake time, ensuring a smooth 

awakening. The suites are also outfitted with 

sleep-enhancing amenities such as a Vitruvi 

Essential Diffuser and signature “Sleep” 

Essential Oil blend, Nollapelli Linens, sleeping 

masks, and a collection of sleep-related books. 

Six Senses Ibiza 

Sleep with Six Senses sleep programs are 

designed to enhance and improve restorative 

rest and wellbeing in partnership with Sleep 

Doctor Michael Breus. These programs, 

which vary across locations, incorporate yoga 

nidra and meditation, relaxing treatments 

and amenities, wellness therapies, nutrition 

advice and low intensity training. The benefits 

include insight into current sleep patterns 

through sleep tracking and analysis, boosts 

in mood and energy levels, strengthening 

of the immune system, improved memory 

and learning, and decreased systemic 

inflammation. At Six Senses Ibiza, programs 

range from three to seven nights and include 

wellness screening; private yoga, Pilates, 

and personal training sessions; meditation/ 

pranayama; a Nottnuit Facial; cryotherapy; and 

sound healing. 

Factors to consider when designing hotel 

sleep programs 

The findings of a 2023 study highlight the 

value of integrating sleep programs as part 

of wellness offerings in hospitality and point 

to five sleep factors that may contribute 

significantly to longevity. While controlling 

for other factors, researchers assessed five 

different sleep-related factors: 

1. Ideal sleep duration of seven to eight 

hours a night 

2. Difficulty falling asleep no more than 

two times a week 

3. Trouble staying asleep no more than 

two times a week 

4. Not using any sleep medication 

5. Feeling well rested after waking up at 

least five days a week 

Those who reported having all five quality 

sleep measures were given a total score of 

five. Compared to people with only zero 

or one positive sleep factors, those with all 

five had a 30% reduced risk of death from 

any cause, a 21% lower risk of death from 

cardiovascular disease, a 19% decreased risk 

of dying from cancer, and a 40% reduced 

likelihood of death from reasons other 


than heart disease or cancer. These other 

reasons likely include accidents, infections, 

and neurodegenerative diseases, such as 

dementia and Parkinson’s disease. 


Jumeirah’s VP of Wellbeing, 

Niamh O’Connell on her new role and 

enriching the guest wellness experience 

Jumeirah’s new Vice President of Wellbeing, 

Niamh O’Connell, answers our questions 

about her new role, the wellness industry, 

and embracing technology. 

Jumeirah Hotels and Resorts is renowned 

for prestigious and captivating properties. 

From luxurious Arabian palaces at Madinat 

Jumeirah, to the contemporary Maldivian 

island paradise at Olhahali Island, the 

all-villa luxury resort in Bali, and Italy’s 

art-inspired Capri Palace, Jumeirah’s 

commitment to exceptional service and 

guest experiences is well known around 

the world. 

Niamh O’Connell is Jumeirah Group’s new Vice 

President of Wellbeing. The Group recently 

created the brand new role to solidify a 

renewed focus on wellness. 

Prior to stepping into this position in June 

2023, Ms. O’Connell spent three decades 

working in the luxury wellness and hospitality 

industries within Europe, the United States, 

and the Asia Pacific region. During the last two 

decades she was based in southeast Asia, first 

with Hyatt International Hotels & Resorts and 

then with Rosewood Hotel Group – where she 

was responsible for the strategic development 

of wellness and brand experience. 

Ms. O’Connell says she is “thrilled” to be 

joining Jumeirah Group at such a pivotal 

time for the brand, and “very much looking 

forward to the opportunity to further elevate 

its wellbeing offering, starting with the 

establishment of wellbeing as a key pillar for 

the Group.” 

We asked Niamh O’Connell about her new 

role, the global wellness industry, and what 

makes the best guest experience. 

Can you please talk about your recent 

appointment as Jumeirah’s first VP of 

Wellbeing and what your role entails? 

The role of Vice President of Wellbeing is 

new for the brand, but an essential step in 

Jumeirah Group’s journey as they continue 

to invest in advancing the wellbeing offering 

through new concepts, therapies, and 

partnerships, which are all designed to enrich 

the wellness experience of guests. 

In my role, I am working with our talented 

hotel and operations teams to build on the 

brand’s award-winning Talise Spa concept to 

craft an all-encompassing wellbeing strategy 

that incorporates touchpoints throughout the 

guest journey, rather than just limiting these 

to the spa. My focus will be curating these 

exceptional guest experiences and unique 

touchpoints, by implementing elements 


which include spa services, fitness offerings, 

longevity treatments, and holistic wellness 

rituals as well as overseeing branding, design, 

and programming. Overall, we want to 

achieve a holistic approach, as I believe this 

is essential when it comes to truly enhancing 

our guests’ physical and emotional wellbeing. 

I am confident that by continuing to elevate 

our wellbeing strategy, we will cultivate 

innovation, excellence and a lasting impact 

throughout the wellness space. Jumeirah is a 

well-established brand in the wellbeing space, 

and I’m looking forward to further building on 

that foundation and introducing exciting new 

offerings that will really elevate and enhance 

the guest journey. 

What are your plans in this role? 

My plans within this role include incorporating 

wellbeing at the core of the brand, as it is an 

essential element of Jumeirah’s evolution, as 

well as integrating wellbeing across our entire 

guest journey, focusing on the key principles 

of lifelong learning, longevity, and inclusivity. 

At the heart of Jumeirah’s wellbeing 

philosophy is longevity, which is also a key 

element of our strategy moving forward. 

As we are continuing to see a rise in people 

looking for ways to live better and for longer, 

I want Jumeirah to assist guests with learning 

new habits, evolving existing behaviors, and 

embracing technologies. 

At Jumeirah, we believe the foundation of our 

longevity is sleep, movement, community, 

and nutrition, and our longevity programming 

will be based around six key pillars which 

will be weighted depending on personalized 

goals and individual requirements. We want 

to provide our guests with the necessary 

tools to sustain the wellbeing practices learnt 

during their time at Jumeirah, as this will 

ensure a seamless transition into their daily 

routine. We will be introducing partnerships 

with leading medical brands as part of our 

evolved programming, as well as elevated 

technologies which will allow guests to track 

and record their own performance, while also 

enabling them to continue collaborating with 

our on-site teams after they leave. 

My goal is to introduce a truly holistic 

wellbeing experience that spans the entire 

guest journey. This can be achieved through 

personalized wellbeing engagement, with 

an individualized approach adapted to each 

of our guests' profiles to further advance the 

wellbeing proposition and experience. 

Building on this individualized experience, is 

a sustainable approach to wellbeing, which 

ensures that we are empowering guests 

to enhance their physical and emotional 

wellbeing through sustainable practices. 

Why do you think wellness has become 

such an important part of hospitality? 

Access to wellness has become paramount 

in consumers’ daily lifestyles and as a result 

guests are driving the demand within the 

luxury hospitality industry. Our guests have 

access to the most advanced state-of-the-art 

tools and technologies, fitness equipment, 

services providers, and nutrition from 

their own home, and they no longer want 

to compromise their lifestyles when they 

travel, whether for business or leisure. In the 

luxury hospitality industry we now have the 

opportunity to evolve our offering, create 

experiences for guests to engage with during 

their stay, and to continue to engage with 

long after they have left. 

Each guest’s state of wellbeing is supported 

by a wider ecosystem, and hospitality forms 

an integral component of this network. 

When guests stay at Jumeirah, they want 

to reach a sense of heightened relaxation, 

so it’s essential that we are taking into 

consideration their wellbeing throughout 

various touchpoints to deliver an exceptional 

guest experience. 

Incorporating wellness into the hospitality 

industry allows us to make guests feel 

valued, which is of the utmost importance 

to any brand looking to build customer 

loyalty. Having a strong wellness offering 

that considers guest needs is becoming 

increasingly important in the hospitality 

industry, and it’s an exciting time to be in 

this space. 

You said in a press release: “Over the 

past three years, a remarkable shift 

in the landscape of wellbeing has 

been witnessed, and now the industry 

stands on the brink of an exhilarating 

transformation.” What is this 

transformation and what does it mean 

for the industry? 

Following the Covid-19 pandemic, we saw 

a major shift in the global wellness industry 

over the past three years. During the 

pandemic, people were expected to stay in 

their homes – with the constant threat of a 

global crisis – which confronted us all with our 

own mortality. This shift in mindset led people 

to begin thinking more about longevity, 

which in turn, has been reflected in the 

wellness industry. 

The industry has responded to this change in 

focus, with the innovation of 

state-of-the-art new technologies, which 

will also be a key focus for Jumeirah moving 

forward, as it’s a fast-growing subsection of the 

industry that we really want to be leaders in. 

The transformation that the industry stands 

on the brink of has several elements to 


support it. The foremost is the growing 

acceptance that wellness practices have 

now been seamlessly integrated into 

everyday life as a means to enhance our 

physical and mental wellbeing. 

This increased self-awareness motivates 

us to identify what aspect of our wellbeing 

practices need to be amplified. 

For example, if we have increased stress 

levels, sleep and movement can be 

practices that reduce the stress hormone 

production. 

The second key foundation to this 

transformation is the embrace of new and 

emerging technologies in the wellbeing 

space. As we continue to promote wellbeing 

as a lifestyle, we need to ensure that it is 

sustainable for guests, which can be achieved 

by ensuring guests understand their baseline 

with technology, to see tangible results and 

also have the support to keep them on track. 

What makes the best guest wellness 

experience in a hotel or resort? 

To create an exceptional guest experience, 

it’s important to understand the 

demographic of your guests and tailor your 

offering to their personalized needs and 

requirements. Before implementing any 

touchpoints, I will always take a 

customer-centric approach in the ideation 

process, to determine how each one 

elevates the guest’s sense of wellbeing. 

Ultimately, if a guest does not resonate with 

a touchpoint on an emotional level, it is a 

missed opportunity to connect with them. 

It is also essential to consider the local 

context of each spa and wellness facility, as 

incorporating touchpoints which reflect the 

location and clientele is essential to delivering 

an outstanding guest experience on a global 

level. Jumeirah’s spas all have a Middle 

Eastern influence which also underpins the 

signature brand experience across 

the portfolio. 

The key to further reinforcing any incredible 

wellness experience is having a team which 

is capable of delivering a thoughtful and 

personalized experience for every guest. 

A strong team is the foundation of any 

successful wellness business, so it’s essential 

to ensure that you are offering opportunities 

for them to learn throughout their careers in 

order to foster success. 

With a global portfolio such as Jumeirah, 

it is essential to utilize CRM systems to 

guarantee a consistent guest journey, and 

to ensure a seamless transfer of information 

between properties. These systems can then 

be leveraged to streamline the experience 

at each property, where a dedicated team 

member is assigned to oversee the entire 

guest experience, to ensure their preferences 

are accounted for, from pre-arrival to post 

departure. A journey map is also an incredibly 

helpful tool to assist with identifying when 

key digital touchpoints can be introduced 

throughout the customer experience. 

Wellbeing through design is also essential to 

our strategy as I believe it plays a key role in 

the luxury guest journey to help elevate the 

customer’s sense of wellbeing. Design is a core 

focus for Jumeirah which also extends within 

the wellness spaces in the portfolio. Jumeirah’s 

flagship Burj Al Arab Jumeirah is a pioneering 

example of this key pillar, with the hotel’s Talise 

Spa exuding Arabian opulence to create a 

strong sense of place while also contributing 

to an overall sense of wellbeing through its 

carefully thought-out design. Future designs 

for Jumeirah’s spas will be intuitive, while taking 

into consideration how the space can make 

guests feel grounded even in the most urban 

settings – which will also be reflected beyond 

the spa throughout properties. 

Do you find yourself using technology 

more in the wellness experience in 

recent years? 

Absolutely, technology is increasingly having 

an impact on the wellness experience, and it’s 

something that we are looking to take better 

advantage of as we move forward into this 

new era of Jumeirah as a wellbeing-first 

brand. Learning how and when to integrate 

technology effectively has been integral to my 

success, and implementing this knowledge 

will help to elevate Jumeirah’s wellness 

offering to the next level. By integrating 

technology, we can learn more about our 

physical and mental performance, as well as 

recognizing peaks and triggers in our overall 

wellbeing, ultimately allowing us to learn how 

to respond accordingly to benefit each 

individual person. 

Many of us now have technology in our 

homes and on our person that is tracking our 

performance and offering wellness tips to 

enhance our performance. This is becoming 

the norm to receive an ‘audit’ on your level of 

wellbeing, and it is highly valuable for us to 

understand and decide what our behaviors 

will be to elevate our sense of wellbeing, 

What are you most excited about for the 

spa, wellness, and hospitality industry in 

2024? 

Looking ahead to 2024, there are several 

aspects that excite me within the hospitality, 

spa, and wellness industry, especially as 

wellbeing is no longer considered a 

one-dimensional element within these 

spaces, due to a growing understanding 

of the need for integration throughout the 

entire guest journey, that goes beyond just 

the spa. I am an advocate of performance 

wellness, so for me, introducing technology 


into the wellness space to track, mark 

and demonstrate performance/results is 

very exciting. In tandem to this, stronger 

integration of media services to complement 

traditional spa services will also be a big 

focus, dissecting how both can 

co-exist. Separately, I am looking forward to 

engaging in further conversations around 

andropause, cognitive health, and Cycle 

Centre Programming for women. 


Featured property: 


The Talise Spa at Jumeirah’s Burj Al Arab in 

Dubai delivers the ultimate in luxury. 

Jumeirah’s Burj Al Arab is a remarkable 

and luxurious hotel in Dubai, United Arab 

Emirates, known for its distinctive design and 

status as one of the world’s tallest hotels. 

Completed in 1999, the Burj Al Arab stands 

on an artificial island 280 meters from 

Jumeirah Beach and is connected to the 

mainland by a private bridge. Designed by 

Tom Wright of WKK Architects, the building’s 

shape is meant to resemble the sail of a ship, 

and it even features a helipad near the roof, 

210 meters above ground . 

Although officially classified as a 5-star 

hotel, the Burj Al Arab is sometimes 

referred to as a “7-star” hotel due to its top 

tier luxury and unparalleled service. 

The interior of the Burj Al Arab is as 

stunning as its exterior, with opulent 

trappings, a 180-meter-tall atrium, and 199 

suites, each spanning two floors. Renowned 

for impeccable service and hospitality, 

including a high guest-to-staff ratio, with 

eight staff members for each guest, the 

Burj Al Arab even has a fleet of Rolls Royces 

for guest transportation . There are also 

exceptional dining options, a private beach, 

a fitness center, and an award-winning spa. 


Perched 150 meters above the Arabian 

Gulf, Talise Spa is set over two levels and 

offers 14 treatment and therapy rooms, 

separate male and female indoor infinity 

pools, saunas, steam rooms, plunge pools, 

and a Jacuzzi. Awash in natural light, the 

serene setting and discreet environment at 

Talise Spa is a sanctuary for hotel guests and 

day guests. Tall ceilings and floor-to-ceiling 

windows overlook Dubai and the Arabian 

Gulf, shoulder-high golden vases, potted 

plants and mosaic columns surround the 

pool water “like palm trees around an oasis.” 

Talise Spa delivers the ultimate in luxury, as 

wellness specialists deliver carefully crafted 

spa treatments combining Arabic traditions, 

ancient knowledge, contemporary 

techniques, the world’s best beauty 

products, and cutting-edge technology. 

Personalized training sessions are offered 

in the state-of-the-art fitness center. 

The spa menu reads like a dream and, 

whichever treatment you choose, you’re 

promised to leave feeling recharged and 

ready to rejoin the world. Stand out spa 

menu items include: 

BURJ AL ARAB SIGNATURE MASSAGE 

Although traveling and attending glitzy events 

sounds fun, it comes with the drawback of 

affecting the body’s circadian rhythms or natural 

body clock. This rejuvenating experience – a 

combination of Swedish, Balinese, Thai and 

shiatsu massage – helps regulate sleep by 

focusing on distinct points of tension in the body. 


GOLDEN AMBER JOURNEY 

This two-hour ceremony, designed as 

an authentic tribute to Arabian wellness 

traditions, begins with a 60-minute customized 

massage with golden amber oil. The Arabic 

element is known for soothing lower muscular 

and joint pain, decreasing anxiety and healing 

fatigue. It’s followed by a purifying and 

stimulating facial with a red clay mask that 

can decrease puffiness and recover your skin’s 

natural glow. 

ROYAL ROSE JOURNEY 

A luxurious experience of purification, relaxation 

and sensorial awakening from head to toe. Begins 

with an organic 30-minute body scrub to eliminate 

impurities and give your skin a silky touch, followed 

by a relaxing 60-minute massage with the spa’s 

Arab signature oil infused with sandalwood, argan 

and macadamia. This massage will melt away 

tension and help your mind to switch off. 

A soothing facial with acacia and damask rose 

creates a plumping effect and a gorgeous dewy 

glow – the perfect ending. 


ARE YOU PASSIONATE ABOUT THE 

SPA & WELLNESS INDUSTRY & DO 

YOU LOVE TECHNOLOGY? 

COME WORK FOR US. 

Book4Time is the global leader in spa, wellness, and leisure activity management 

software for the hospitality market, operating in more than 85 countries. 

Book4Time is experiencing rapid growth and hiring experienced professionals in a 

number of key roles. We offer: 

• 100% employer-paid premium benefits 

• Wellness/fitness membership program 

• Company match group RRSP program 

• 18 days of paid time off plus corporate holidays 

• Remote-First work environment (Office location: Markham, ON) 

• Free underground parking 

• Budgeted professional development 

• Wellness Stipend 

• Discounts at our customer locations 

Browse open positions here 

We look forward 

to working with you!

Book4Time clients taking innovation 

& creativity to the next level 

The pursuit of wellness has transcended mere 

trendiness to become a fundamental lifestyle 

aspiration, and the hospitality industry stands at 

the forefront of a revolutionary transformation. 

We’re excited to see luxury brands taking 

innovative and creative directions with 

wellness offerings that veer from the norm, 

delight guests, and combine traditional 

and even ancient modalities with 

cutting-edge innovation. 

Let’s celebrate these Book4Time clients who 

are taking unique approaches to the classics. 

Fairmont Century Plaza, 

Los Angeles, CA 

The Century Plaza Hotel, a stunning beacon 

of modernity since its debut in 1966, has 

always been at the forefront of innovation. 

Once dubbed “The Hotel of the Future,” 

it was the first in its era to boast color 

televisions in every room and stood as the 

tallest building in Los Angeles’ Century City. 

Today, it continues its trailblazing legacy 

with a pioneering biohacking program. 

Spearheaded by Magdaleena Nikolov, former 

General Manager of Spa, Wellness, and Retail, 

in collaboration with the renowned Dr. Oz 

Garcia, this program is a game-changer. 

It introduces cutting-edge treatments that 

foster cellular-level well-being, aiming to 

diminish stress, enhance sleep quality, and 

uplift overall life quality. The program artfully 

melds infrared and neuroscience technology, 

lymphatic drainage, and meditation for 

holistic mental and physical rejuvenation. 

Sessions are a symphony of innovation, 

featuring the Oakworks Curva Lounger 

Anti-gravity Chair, the NuCalm neuroacoustic 

headset, an Infrared PEMF Mat, Normatec by 

HyperIce compression boots, and LED Face 

Visors, all working in concert to rejuvenate 

and revitalize. 

Fairmont Grand Del Mar, San Diego, CA 

The Fairmont Grand Del Mar 

is making waves with three revolutionary 

medispa facial treatments introduced in 

2023. The JetPeel Facial, a marvel of modern 

skincare, employs pressurized oxygen to 

deliver nourishing micro-droplets deep into 

the skin. Paired with lymphatic drainage 

massage, gentle exfoliation, and custom 

infusions, it’s designed to remarkably reduce 

fine lines, firm the skin, and boost radiance. 

The LED Light Facial and the personalized 

Diamond Glow facial, with its unique 

diamond-tip technology and SkinMedica® 

Pro-Infusion Serums, work wonders in 

rejuvenating the skin, targeting everything 

from hyperpigmentation to acne. 

The Conrad, Los Angeles, CA 

The Conrad team is committed to elevating 

the experience into something deeper and 

more meaningful, and is redefining wellness 


with an array of high-tech therapies. 

The spa’s offerings include the NuCalm, the 

HigherDose Infrared PEMF Mat, Normatec 

Compression Therapy, and the JetPeel Facial. 

Augustinus Bader’s sculpting facial treatment 

and PRO LED Light Therapy are also available, 

promising to sculpt, tone, and regenerate 

the complexion. Additionally, the Quantum 

Harmonic Therapy, using Binaural sounds, 

gentle vibration, and chromatherapy to bring 

a sense of stillness to busy minds. 

Private Recovery Cabins and an 

enlightenment lounge offer sanctuary 

for the mind and body, complemented 

by advanced skincare techniques and the 

tranquil Gharieni Welnamis wavetable. 

Six Senses Southern Dunes, The Red 

Sea, Khuff, Saudi Arabia 

Spa Experience (“you’ll be gobsmacked by 

this head to toe treatment”) and the Bloody 

Brilliant Massage (“executed and adapted to 

your needs”). The HydraBooty from 

HydraFacial, meanwhile, gives the behind 

some TLC for smoother and clearer skin, 

and the VEMI device is an all-in-one therapy 

that includes VibroAcoustic, 

ElectroMagnetic, and Infrared technology. 

The device combines healing sound 

resonance with full-body vibrations, natural 

earth frequencies, and infrared heat for a 

mind, body, spirit experience that is usually 

only reached in deep meditation states. The 

VEMI is designed to ground the body, 

eliminate the effects of electro-smog 

radiation, and recharge and detoxify all the 

cells in the body, balancing all the body 

systems for ultimate rejuvenation. 

Six Senses Southern Dunes presents a 

biohacking paradise with the Red Sea Spa. 

Here, guests can swiftly overcome travel 

fatigue and maximize their stay. 

Features include the Venom Back Wrap 

to melt away stress and tension in the 

core; Compression Boots to improve daily 

performance and speed recovery after 

exercise; and the Cell Gym to enhance energy 

production using a specialized breathing 

mask. Wellness Screening analyzes key 

physiological biomarkers, enabling experts 

to design treatments and build bespoke 

programs. Sleep tracking offers insight into 

guest sleeping patterns and skin analysis 

provides insight into water loss, lipid barrier 

function, elasticity, pigmentation levels, and 

oil balance for a full skin diagnosis. 

Virgin Hotel Las Vegas, Las Vegas, NV 

The ultra hip Virgin Hotel Las Vegas stands 

out with its quirky treatment names and 

fun-filled wellness experiences. 

Spa treatments include the Smashingly Good 

Four Seasons Bali at Sayan, 

Bali, Indonesia 

Finally, the Sacred River Spa at the Four 

Seasons Bali at Sayan offers an enchanting 

escape with chakra ceremonies. 

These ceremonies blend authentic Balinese 

traditions, physical therapies, and energy 

healing to restore balance and harmony to 

the body’s key energy centers. The 

Muladhara (or grounding chakra) ceremony, 

for example, is designed to rebalance 

harmony during periods of change, ideal for 

frequent travelers. "The experience 

combines a cleansing Balinese kemenyan 

smoke ceremony, soothing singing bowls, 

and deep slow massage using locally grown 

ginger and cinnamon, blended with vetiver, 

patchouli and jatamansi oils to induce a 

deep sense of stillness and connection and 

a feeling of being physically and emotionally 

grounded. 


Fairmont Century Plaza, Los Angeles, CA 

Fairmont Grand Del Mar, San Diego, CA 

The Conrad, Los Angeles, CA 

Six Senses Southern Dunes, The Red Sea, Khuff, Saudi Arabia 

Virgin Hotel Las Vegas, Las Vegas, NV 

Four Seasons Bali at Sayan, Bali, Indonesia

Image by DCStudio on Freepik 

How traditional hoteliers are harnessing 

modern tech to enhance guest experience 

Times are changing and so are the ways we 

use tech in hospitality. Here are 10 ways 

traditional hoteliers are harnessing modern 

technology to enhance guest experience. 

There’s a lot of innovation happening in the 

hospitality world lately. It was said many 

times a few years ago that the pandemic 

accelerated tech adoption in the sector 

at the rate of “decades in days.” And after a 

period of upheaval, we’re now seeing a 

period of growth and adjustment in many 

areas of the world. 

In a report titled Technology in Hospitality: 

20 Trends Shaping the Industry by Hotel 

Tech Report, Jordan Hollander recently 

listed "a few key trends" that are driving 

hotels forward. 

Here we reference several highlights from 

that report and add a few that should also 

be on the radar to create another list. 

Some of these were accelerated by the 

pandemic and others by different factors, 

but all are changing the game and likely 

here to stay. 

Renewable energy 

Hoteliers committed to reducing their 

environmental impact are adopting 

various eco-friendly strategies. These 

include the installation of solar panels, 

transitioning to energy-efficient lighting, 

and utilizing thermal heat pumps. Some 

hotels are even approaching or achieving 

net-zero and carbon-neutral status, room2 

in Chiswick, London, and the Four 

Elements Hotel in Amsterdam. 

Online & mobile booking 

Hoteliers have been leveraging online and 

mobile booking to enhance the efficiency and 

convenience of the reservation process with 

user-friendly websites and mobile apps for 

some time now. More recently, hotels and 

resorts are also using these systems to book 

and manage spa and other ancillary revenue 

offerings like workshops and classes, tennis 

and pickleball courts, cabanas, and more. 

These systems can integrate with a hotel’s 

property management system (PMS), allowing 

for a more streamlined guest experience. 

Contactless check-in & checkout & 

touchless payments 

Contactless check-in and checkout, using 

mobile apps and self-service kiosks 

for quick ID scanning and room key 

dispensing, streamline processes for 

both guests and hoteliers. This efficient 

approach also applies to spas and other 

hotel services. The added convenience of 

paying through digital wallets and mobile 

payments enhances the guest experience, 

saves time, reduces lineups, and 

decreases the need for front desk staff. 


Digital tipping 

Fewer guests are carrying cash and it’s the 

housekeepers and valets who have been 

paying the price. Fortunately, properties 

are adopting digital tipping apps that 

allow guests to leave tips through digital 

payment methods that work with QR 

codes or links through which guests can 

access the payment platform which then 

handles the tip out. 

Artificial Intelligence (A.I.) 

AI is gaining traction in the hotel industry, 

aiding hoteliers in enhancing guest 

satisfaction, maximizing revenue, and 

reducing costs. AI-driven hotel software 

systems can offer rate suggestions, 

forecast demand, roll out promotions, 

manage staff scheduling, handle concierge 

tasks, and more. 

Cloud computing 

Hotel software has evolved from being 

installed on local hard drives to 

cloud-based solutions, recognized for 

their numerous advantages. Today’s cloud 

software enhances convenience and 

flexibility, supporting remote work, offering 

real-time updates, and reducing costs and 

space requirements. It also enhances data 

security and collaboration, contributing to 

increased guest satisfaction. 

Cloud computing 

Hotel software has evolved from being 

installed on local hard drives to 

cloud-based solutions, recognized for 

their numerous advantages. Today’s cloud 

software enhances convenience and 

flexibility, supporting remote work, offering 

real-time updates, and reducing costs and 

space requirements. It also enhances data 

security and collaboration, contributing to 

increased guest satisfaction. 

Tapping data & analytics 

Hotel systems, along with their ancillary 

revenue departments, accumulate extensive 

data, such as reservation details, purchase 

history, and email interactions. 

Hoteliers are utilizing diverse software 

solutions to leverage this data for multiple 

purposes. This includes personalizing 

services, enhancing customer relationship 

management, optimizing yield management, 

conducting targeted marketing, and refining 

services and amenities. 

Mobile keys 

Smartphones equipped with secure 

Bluetooth technology enable guests to use 

mobile keys to unlock their rooms, offering 

a more reliable solution than traditional 

plastic key cards, which are easier to lose 

or demagnetize. 

Mobile guest journeys 

Hoteliers are focusing on fostering guest 

relationships beyond the duration of 

their stay. For example, with mobile or 

web-based apps for booking restaurant 

or spa reservations and exploring hotel 

amenities. Ancillary revenue management 

software, integrated with guest-facing 

apps like Intelity or OKAMMI, simplifies 

this process. The guest journey is 

further enhanced with personalized 

recommendations, pre-stay reminders, 

mid-stay check-ins, and post-visit 

follow-ups and surveys. 

Yield management 

Hotels have been using yield management 

for rooms for some time and now this 

is expanding to include yield for spa 

and ancillary revenue departments. By 

understanding and capitalizing on the 

patterns in your data, businesses are 

boosting revenue potential, approaching 

maximum capacity utilization, and 

enhancing the overall customer 

experience at spas and for other ancillary 

revenue streams. 

The hospitality industry is embracing a 

new era of technology, driven by recent 

global events and the evolving needs 

of travelers. This tech renaissance is not 

just about surviving the current landscape 

but thriving in it, providing guests with 

unprecedented levels of convenience, 

personalization, and eco-friendly options. 

The industry’s commitment to innovation 

promises a future where travel and 

hospitality are not only more efficient and 

sustainable but also more attuned to the 

desires and values of every guest. 

Visit Hotel Tech Report for their full list of 

trends shaping the Hospitality Industry in 

2024.

FOR LEADERS IN THE BUSINESS OF WELLNESS 

ADVERTISE WITH US 

CONTACT SAL CAPIZZI FOR MORE INFORMATION 

SCAPIZZI@SPAEXECUTIVE.COM 

scapizzi@book4time.com www.spaexecutive.com

Spa_Executive_January_2024

Create successful ePaper yourself

Delete template?

Save as template?