Mobile apps can offer guests great utility; that is, they make doing something easier. It is one of the reasons why travel apps have become so popular. It makes the process of travel research so much easier for the end user; it is also why over 50% of travelers will do travel research on a smartphone. Another great point to keep in mind is that mobile travel sales are projected to increase by 60% this year, reaching $26.14 billion; the growth is truly tremendous. This article discusses how hotel mobile apps can be used to improve the guest experience during pre-arrival and while on property, particularly as it relates to the spa. It also discusses the many benefits for hoteliers as it relates to upselling, revenue generation and increasing loyalty. READ MORE

Guests judge hotels on the totality of the experiences they enjoy in and around their stay. But, in reality, only a very small fraction of their experiences contribute to their final determination and level of satisfaction. These experiences - the ones that matter, which we call macro experiences - can be identified, designed and managed in such a way as to ensure guests leave with every intention to return and to tell their friends about the hotel. In the end it's not so much what we as hoteliers do, or the services we deliver or the amenities we provide, that determine whether a guest will be a brand ambassador or a brand assassin. It is the way in which the guest remembers what we did, and the spin the guest chooses to put on these memories. We can influence this by understanding the difference between experiences that are not noticed (micro experiences) but form the core of the overall experience, and the macro experiences that will be remembered. Once we understand this, we can strategically design services and amenities to ensure guests respond in the way we would want them to. READ MORE

The spa industry is constantly changing. Keeping up with evolving client mindsets, and of course, trends in the marketplace can be a challenge for any business. And to top it off hotel spas have to be flexible enough to incorporate changes into every part of the business - hospitality, spa and fitness, dining - it all has to come together perfectly to make guests have an experience that will make them come back. Whether you are a hotel spa or day spa, implementing new products and services, while still maintaining the level of service guests have come to expect is key to success. READ MORE

Remember back in the day when the possibility of a hotel with a pool was enough to get customers excited about a pending stay? Fitness centers became the next "it" thing, followed by spas, which often began as "after thoughts," thanks to a little extra basement space left on the construction drawings. Then for those hoteliers savvy enough to understand the appeal, spas were marketed as amenities, begrudgingly accepted as cost centers and widely misunderstood operationally. But guests sure did enjoy a good massage. My, have things changed. Or have they? READ MORE

Wellness is seemingly everywhere. Our shampoo comes from the corner of healthy and happy; our workstations allow for standing, sitting, and walking; fast food joints are now in the healthy choices game; and even our margaritas' are skinny. The proliferation of health and wellness opportunities that have been thrust into our lives in the last few years have most of us wondering which end is up. Remember the 90's? The low-fat, no fat, low-calorie, no calorie craze had our heads spinning and guess what? We ended up fatter than ever. We need to look beyond the hype to discover what's best for our well-being. READ MORE