In the first edition of our three-part opinion piece, two spa leaders share their views on managing high footfall spas | Pictured: Ribby Hall Spa Village
How do operators ensure spas with high footfall run seamlessly? What are the challenges and pitfalls, and benefits beyond the bottom line?
European Spa has spoken to spa leaders from across the UK about how they manage busy spas effectively, while ensuring a special guest experience is maintained.
In this first instalment, we speak with Carden Park’s Emma Pridding and Jane Tregonning from the Spa Hotel at Ribby Hall Village.
“Our busiest days in the spa tend to be Friday and Saturday, unless we have a special event during the week – such as our new women only days, which have proved very popular.
“Our maximum capacity is 65 people per session and we can have up to 190 guests coming through the spa on a busy day.
“I rely on software to ensure the smooth running of the spa on high demand days. Via Trybe’s booking system, we constantly monitor bookings in advance and can respond when capacities are nearly reached.
“We also ensure a balanced mix of overnight and day guests by holding back space where necessary and closing or reopening packages to reflect demand.”
"A great deal of thought went into the spa’s design phase pre-opening to ensure wide, open spaces and plenty of separated experiences throughout the spa garden thermal suite.”
Emma Pridding
Spa director, Carden Park Hotel“We use technology extensively to enhance the guest experience and ensure smooth operational running of the Spa at Carden.
“We have a spa pay system that allows guests to pay at the spa via their wristband, and an online consultation system that allows guests to answer questions related to their treatment pre-arrival. Both save time throughout the spa journey.
“We try to ensure a balanced mixture of packages are available for each spa day – such as treatment-only experiences, treatment and garden experiences etc – to prevent pinch points with popular experiences.
“This helps to ensure guests are evenly spread through the day, avoiding bottlenecks around changeover times and busy check-in periods.”
“As with most spas, our busiest days are Friday to Monday. Our maximum daily occupancy is approximately 220 people and we currently service around 1,200 guests per week with an average of 75 per cent occupancy across the whole week.
“Our evening twilight package is the most sought after and runs at 90 per cent occupancy most days.
“Running a high-volume spa model presents several pertinent challenges, primarily managing time and scheduling effectively. This involves ensuring seamless communication and booking processes between departments.
“To manage the spa efficiently on the busiest days, we ensure sufficient staffing with a designated floor manager overseeing operations.
“We implement a rotating team schedule to keep staff energised and attentive, maintaining a constant presence in key areas.
"Outlining clear expectations and spa etiquette for both staff and guests is essential to ensure standards are upheld consistently and we can protect the overall guest experience."
Jane Tregonning
Spa manager, the Spa Hotel at Ribby Hall Village“We do allow alcohol in our spa, and have implemented several measures to manage this responsibly.
“We don’t allow groups larger than six, and for groups of four to six we take special precautions the day before their visit to outline the spa etiquette and expectations.
“To minimise the risk of intoxicated guests, we work closely with our bar team to monitor alcohol consumption and use structured time slots to prevent over-drinking.
“Outdoor hot tubs can get especially busy on sunny days, so to prevent bottlenecks we emphasise the importance of the complete spa journey, explaining the benefits of moving around and experiencing the entire range of facilities. This helps to ensure everyone has the opportunity to use popular amenities.
“We also provide additional seating and relaxation spots to diffuse the crowd from high-demand areas and we introduce engaging pop-up events within various areas of the spa. These events draw guests away from the outdoor hot tubs and encourage exploration of different spa features.”
Sign up here to receive our weekly news delivered direct to your inbox
Find out the latest thought leadership from the industry in our Summer issue
European Spa Magazine is published by Spa Publishing Ltd | Company registration number: 6293825
About | Contact Us | Privacy Policy | Terms & conditions | Disclaimer
© Copyright 2024 - Spa Publishing Limited. All rights reserved.
