The Manor House Hotel and Spa

Overview

Manor House Alsager is a family-run hotel and spa in the picturesque East Cheshire countryside, which has been under the ownership of the Middleton family for over a decade. The hotel, managed by Jessica and her brother, offers a range of services including weddings, and a recently developed spa. The spa was a product of the COVID-19 pandemic, designed and built by the family with the help of local tradesmen, emphasising a personalised touch in its creation.

Challenge

Manor House Alsager wanted to streamline their booking processes to enhance the guest experience and increase direct bookings. They required a solution that could integrate bookings for rooms, spa services, dining, and retail into a single, cohesive platform. The goal was to increase the guest digital experience, and improve operational efficiency.

Approach

Manor House Alsager partnered with Journey to implement Journey’s comprehensive ecommerce platform and adopted Journey's EMS to facilitate the spa module of the ecommerce platform and help their team easily manage the spa bookings. Spa Direct and spaday.co.uk were also implemented to further increase direct bookings.

Stats

Year on Year - Room Bookings
+ 84 %
Multi-item basket orders
+ 63 %
Mobile bookings
+ 85 %

Technology

Ecommerce platform

Journey’s ecommerce platform allows The Manor House Hotel's guests to book rooms, spa services, dining, and purchase retail items and vouchers seamlessly through a single interface. This integration has significantly streamlined the booking process, enhancing the guest experience by allowing them to manage all aspects of their stay in one place. The platform’s responsive design has contributed towards an 85% increase in mobile bookings. Additionally, the ability to offer online discounts has decreased call volumes and eased the workload for their team. The hotel has seen a remarkable 84% year-on-year increase in room sales since implementing the platform.

DIGITAL

Spa Direct

Our focus was to create an online experience reflective of the hotel's physical ambience, using visual elements and animations for a lively feel. We aimed to unify various revenue streams into a cohesive online experience, enhancing features for a rich, exploratory journey. The goal was to transform the transactional nature of the site into one that encourages exploration, with shoppable, shareable areas and intelligent features like image hotspots.

These actions saw an 11% increase in engagements.

Exposure

Spaday.co.uk

Having a listing on spaday.co.uk has provided Manor House Alsager with free marketing, enabling them to reach a wider audience without incurring additional transaction fees. The bookings made through spaday.co.uk are processed on the hotel’s own website, rather than through third-party platforms like other listing sites. This integration supports the hotel’s goal of increasing direct bookings and reducing costs associated with third-party booking engines.

Technology

Experience management system

Adopting Journey’s EMS has provided valuable benefits for the hotel in managing spa experiences and retail products. The EMS offers seamless reporting features, enabling the hotel to track staff performance, room occupancy, and product popularity. This data-driven approach helps optimise inventory and ensure that the hotel only stocks items in demand.

Don’t take our word for it

“I would recommend Journey’s ecommerce platform. I believe we’ve enhanced the guest experience and set a very positive tone for that visit.”
Review by Jess Middleton General Manager, The Manor House Hotel and Spa
Farnham Estate Farnham Estate
Explore