Partnership
Gisborough Hall is an award-winning country house hotel on the edge of the North York Moors. Its latest investment, Sakura Spa, is a luxury woodland spa designed to add a new dimension to the guest experience.
Launching a brand-new spa also meant building a brand-new operation. Gisborough Hall needed technology that would be simple for a new team to use, make the day-to-day running of the spa easier and provide the commercial insight needed to grow the business.
Journey's Experience Management System (EMS) became the operational foundation for Sakura Spa.
Challenge
Building a new spa operation from the ground up.
Starting from scratch gave Gisborough Hall the opportunity to build its spa operation around exactly what the business needed.
With a new team coming on board, ease of use was essential. The technology needed to support the team rather than slow them down, making bookings and daily operations simple to manage so their attention could stay focused on the guest.
But the requirements went beyond day-to-day usability. Gisborough Hall also wanted greater visibility of how the spa was performing, giving the team the information needed to spot opportunities and make better commercial decisions from the outset.
Approach
Making EMS the operational hub.
Gisborough Hall chose Journey EMS to bring the core elements of spa management into one connected system.
From bookings and therapist schedules to guest information and digital consultation forms, EMS gives the Sakura Spa team a clear view of the day ahead and makes the information they need easy to find.
For a brand-new team, that simplicity made a significant difference. Staff were able to get to grips with EMS quickly, reducing the time spent learning new software and allowing them to concentrate on launching the spa and delivering the guest experience.
Digital consultation forms also help remove unnecessary administration from the guest journey, so guests can spend less time completing paperwork when they arrive and more time enjoying their experience.
The result
More time, better visibility
With EMS in place, the Sakura Spa team can spend less time on administration and more time focused on guests.
For management, greater visibility of performance makes it easier to see where attention is needed and where there are opportunities to maximise the business - giving the team the insight and confidence to make better decisions as Sakura Spa grows.
