Leading the way in spa software innovation, we asked some of the biggest names in the business to tell us about their latest developments and predictions
By Kate Parker | Published in Spa Business 2016 issue 2
Read more from this issue of Spa Business magazine
View contents of Spa Business 2016 issue 2
Editor’s letter: Who will own the well-life consumer?
It’s the wild west out there and there’s a land grab going on as interested parties make their play to own the well-life consumer. It’s not clear yet how this will pan out as the industry matures, or where spa stands in the pecking order, but the threats are clear
Spa people: Tyler Gage
Runa’s Tyler Gage working with Channing Tatum on an Amazon healing centre
Spa people: Todd Hewitt
For the first time in four years, Shangri-La appoints a global head of spas. Spa Business talks to Todd Hewitt, the man to fill the role
Spa people: James White
Thermal spa researcher and consultant to head up major overhaul of Maruia Hot Springs in New Zealand
Interview: Irene Forte
Daughter of hotelier Sir Rocco Forte and niece of designer Olga Polizzi tells Jane Kitchen why the Rocco Forte Hotel’s new spa concept is a family affair
Design: Natural wonderland
Neena Dhillon visits the striking new Keemala resort and spa in Phuket and finds out about its unique design
Science: Skin deep
Modern research is redefining the way we think about skin. Neuroscientist Dr Claudia Aguirre explains what the findings mean for spas
Promotional feature: Clarins
Clarins’ head of Spas, My Blend and Retail, Prisca Courtin-Clarins, talks about the strides the company is making in highly prescriptive skincare, and the development of hotel spa concepts with the My Blend brand
Promotional feature: Massage Heights
There’s a clear gap in the UK spa market for an affordable local offering that places an emphasis on top-quality treatments and services. Is Massage Heights, the successful US franchise chain, the solution?
Promotional feature: Neaumorinc
From a director of spa at Four Seasons to an entrepreneur who introduces exciting new beauty brands to five-star facilities, Shawna Morneau’s experience on both sides of the industry is enabling her consultancy to have an impact worldwide
Promotional feature: Dr Burgener Switzerland
Dr Burgener Switzerland to launch Haute Couture, a revolutionary skin treatment that personalises product and treatments to each person’s skin, using cutting-edge technology
Sensory zone: Set adrift
Niamh Madigan talks to researcher Justin Feinstein who thinks floatation could be a shortcut to meditation
Fitness: Defying gravity
The founder of AntiGravity® Aerial Yoga tells Niamh Madigan about the technique and a new suspension massage he’s developing for spas
Promotional feature: Gharieni
As Gharieni prepares to celebrate 25 years in the industry, founder and CEO Sammy Gharieni talks about the company’s culture of innovation, and how there will so many more exciting products to come
Malcolm RennieManaging DirectorConcept Software Systems
Malcolm Rennie
Tell us about your most recent software update Key add-ons within our latest releases include eCommerce, gift certificates, mobile check-in, digital marketing integration and extended business intelligence reporting. Our business intelligence tools provide detailed KPIs, income simulation and ‘what if’ analysis, all tailored to assist in improving a spa’s bottom line
What interesting projects are you working on? We’re currently working with Canyon Ranch to deploy our solutions on board its 18 cruise line spas. The cruise line business is very interesting as it’s truly international, raising particular challenges. For example, we need the ability to change tax depending on where a ship is located.
Operating out in open sea poses unique challenges in itself, such as the ability to operate centrally with sporadic access to the internet. We’re therefore pioneering new database technologies with the ability to sync data from the ships to their land-based servers and vice versa.
What are the trends in spa software? Customer-facing apps are increasingly in demand and consumers are generally requiring a more efficient spa experience. From a spa management perspective, customer recognition, system reliability and ease of use have been key for years and will continue to be a standard requirement.
How is business going? Business has been remarkable in the last 18 months. We’ve secured a major contract for a top hotel spa operator with several hundred resorts (we can’t say which due to non-disclosure). Our software is now in nearly 70 countries, we’re developing our European markets and we’re seeing increased opportunities in South America. Meanwhile Dubai is flying and Asia and North America continue to expand rapidly for us.
Spa-kit.net keywords: Concept Software
"Concept Software is pioneering new database technologies with the ability to sync data from cruise ships to land-based servers and vice versa"
Aside from its work with Canyon Ranch at sea (above), Concept Software has just signed a deal with a major global hotel chain
Thomas Roessler managing director The Assistant Company (TAC)Managing DirectorThe Assistant Company (TAC)
Thomas Roessler
What’s the newest piece of spa software you’ve launched? Spa management is not a job that’s linked to only one locality or one computer. We recently introduced Sense onto the market. With this module, spa employees can access our software from all common browsers on smartphone, tablet, laptop or desktop PC.
What’s been TAC's biggest news recently? We bought HIS Solution, a big German spa software company, and have now reached a high of 1,200 customers in 54 countries. We’ve also made a huge step into the B2C-market since acquiring WellnessBooking.com – Germany’s top spa booking platform – in July 2015.
What trends are you spotting? A seamless availability of spa offers is increasingly required by consumers. Digital signage is therefore as important as mobile access to last-minute offers. Spa software must adapt to this trend and set up corresponding interfaces.
We also believe that hands-on experience in using spa software is crucial. Some universities are offering our spa software course to their spa students, helping job seekers to get a smooth transition into the industry.
How are consumer trends shaping spa software? We see great potential in booking platforms, as customers search for information relevant for making a booking online – if you’re not listed online, you’re non-existent. Our software automatically transfers all online bookings into the software, therefore preventing any double-bookings occurring online or on-site.
Spa-kit.net keyword: TAC
"TAC has made a huge step into the B2C-market since acquiring WellnessBooking.com – Germany’s top spa booking platform – in July 2015"
Universities are now offering TAC's spa software course
Blanka SzecsenyiBusiness Development DirectorTNG International
Blanka Szecsenyi
What are you doing that other spa software companies aren’t? We work with hospitality software experts in our company who help us understand the spa as part of a puzzle, while we can focus on what spas need as standalone operations.
What’s your most recent piece of spa software? TNG has just been extended with a face-recognition feature which allows spas to identify a guest with a camera instead of swiping a card or reading a bracelet.
In addition, we’re also currently releasing the browser-based version of our software which has a brand new design, making TNG accessible on a tablet and mobile, as well as PC.
What’s the key to making spa software user friendly? The most important thing is to combine real customer feedback with software expertise. We actively ask our customers about their individual needs and practices, while creating a universal solution that’s a benefit to all our clients.
What have been the biggest changes in spa software recently? It seems that the gap between simple, downloadable, low-cost solutions and our enterprise type of locally implemented solutions is becoming smaller. We want to appear simpler, lighter with extended features, but customisation will always remain a clear differentiator.
What consumer trends are you noticing? Everybody wants everything at their fingertips: to book online anytime, close all transactions without a call or personal contact, but not all spas are ready. As a software company we need to stay one step ahead, use the newest technology without forgetting that between the consumer trends and our software lies the actual spa which has to decide which way to go.
Spa-kit.net keyword: TNG
"TNG now offers a face-recognition feature which allows spas to identify a guest with a camera instead of swiping a card or reading a bracelet"
AJ ToorCo-founder & Director Gappt
AJ Toor
What are you doing that’s different? We solve three problems facing spa owners: filling short notice white space; the complexity of dealing with bookings; and meeting the slow and resource-hungry communication between clients and front of house.
Booking systems are good at managing what’s booked, but they don’t market what’s not been booked. That’s why more spas use Gappt, in addition to their current processes, to make clients aware of late notice availability and let them easily express interest in a specific time or package. Spas receive, and can quickly reply to, booking requests with text messages straight to clients’ phones.
What spas are you working on? UK destination spa Ragdale Hall approached Gappt to provide a solution to fill its spa day and spa break spaces while improving communication with new and existing clients. It wanted to advertise short notice availability and high value packages efficiently to maximise profits. Since launching at the beginning of January, Ragdale Hall has realised Gappt’s impact – Tracy Lawrence, internet marketing manager says: “We were astonished that we received our first request for a weekend spa package within a few minutes of going live! And requests have been flying in ever since.”
What consumer trends are you noticing? We see three: busy lifestyles, convenience, mobile. Making an enquiry with one click and receiving a short and concise reply direct to your mobile phone will soon become industry standard. A big shift towards user-friendly software, will allow spas to market their services actively and in real time, catering to the ‘fire away and forget’ immediacy mind-set that drives high-value consumers.
Spa-kit.net keyword: Gappt
"Booking systems are good at managing what’s booked, but they don’t market what’s not been booked"
Spas have had an “astonishing” client response with Gappt
Sudheer KoneruCEO Zenoti
Sudheer Koneru
What are you doing that other spa software companies aren’t? Zenoti is a cloud platform and we decided early on to invest heavily in best-of-class infrastructure to ensure our service is always fast and reliable.
We also built our platform top-down and this is what makes Zenoti such a strong software for multi-location business. We’re able to provide extensive support for corporate staff at headquarters while also supporting centre level operations at the same time.
What’s your most recent piece of spa software? We recently launched Zenoti Dashboards, a customisable reporting and analytics platform. Our users can track daily metrics as well as performance against monthly goals. We’re investing heavily in making the entire reporting system straightforward and personalised for each user.
What challenging projects are you working on currently? We’re in the process of transitioning a number of large, multi-location spa chains onto the Zenoti platform.
Moving a large network of spas raises interesting challenges as there’s a need to strike a balance between retaining best practices that work, while helping to support newer, more efficient processes where they make sense. We have a number of tools and processes in place to train a large, distributed group of staff, managing a timely transition for the entire network and providing personalised support during the first few weeks after switch-over.
What have been the biggest changes in spa software? With spas moving to cloud software, they can expect so much more from their software. One of the biggest changes is in the adoption of mobile technology, transforming how a spa is run and how staff and customers interact with the business.
Spa-kit.net keyword: Zenoti
"We recently launched Zenoti Dashboards, a customisable reporting and analytics platform"
The dashboards can track daily metrics against monthly goals
Leading the way in spa software innovation, we asked some of the biggest names in the business to tell us about their latest developments and predictions
By Kate Parker | Published in Spa Business 2016 issue 2
Read more from this issue of Spa Business magazine
View contents of Spa Business 2016 issue 2
Editor’s letter: Who will own the well-life consumer?
It’s the wild west out there and there’s a land grab going on as interested parties make their play to own the well-life consumer. It’s not clear yet how this will pan out as the industry matures, or where spa stands in the pecking order, but the threats are clear
Spa people: Tyler Gage
Runa’s Tyler Gage working with Channing Tatum on an Amazon healing centre
Spa people: Todd Hewitt
For the first time in four years, Shangri-La appoints a global head of spas. Spa Business talks to Todd Hewitt, the man to fill the role
Spa people: James White
Thermal spa researcher and consultant to head up major overhaul of Maruia Hot Springs in New Zealand
Interview: Irene Forte
Daughter of hotelier Sir Rocco Forte and niece of designer Olga Polizzi tells Jane Kitchen why the Rocco Forte Hotel’s new spa concept is a family affair
Design: Natural wonderland
Neena Dhillon visits the striking new Keemala resort and spa in Phuket and finds out about its unique design
Science: Skin deep
Modern research is redefining the way we think about skin. Neuroscientist Dr Claudia Aguirre explains what the findings mean for spas
Promotional feature: Clarins
Clarins’ head of Spas, My Blend and Retail, Prisca Courtin-Clarins, talks about the strides the company is making in highly prescriptive skincare, and the development of hotel spa concepts with the My Blend brand
Promotional feature: Massage Heights
There’s a clear gap in the UK spa market for an affordable local offering that places an emphasis on top-quality treatments and services. Is Massage Heights, the successful US franchise chain, the solution?
Promotional feature: Neaumorinc
From a director of spa at Four Seasons to an entrepreneur who introduces exciting new beauty brands to five-star facilities, Shawna Morneau’s experience on both sides of the industry is enabling her consultancy to have an impact worldwide
Promotional feature: Dr Burgener Switzerland
Dr Burgener Switzerland to launch Haute Couture, a revolutionary skin treatment that personalises product and treatments to each person’s skin, using cutting-edge technology
Sensory zone: Set adrift
Niamh Madigan talks to researcher Justin Feinstein who thinks floatation could be a shortcut to meditation
Fitness: Defying gravity
The founder of AntiGravity® Aerial Yoga tells Niamh Madigan about the technique and a new suspension massage he’s developing for spas
Promotional feature: Gharieni
As Gharieni prepares to celebrate 25 years in the industry, founder and CEO Sammy Gharieni talks about the company’s culture of innovation, and how there will so many more exciting products to come
Malcolm RennieManaging DirectorConcept Software Systems
Malcolm Rennie
Tell us about your most recent software update Key add-ons within our latest releases include eCommerce, gift certificates, mobile check-in, digital marketing integration and extended business intelligence reporting. Our business intelligence tools provide detailed KPIs, income simulation and ‘what if’ analysis, all tailored to assist in improving a spa’s bottom line
What interesting projects are you working on? We’re currently working with Canyon Ranch to deploy our solutions on board its 18 cruise line spas. The cruise line business is very interesting as it’s truly international, raising particular challenges. For example, we need the ability to change tax depending on where a ship is located.
Operating out in open sea poses unique challenges in itself, such as the ability to operate centrally with sporadic access to the internet. We’re therefore pioneering new database technologies with the ability to sync data from the ships to their land-based servers and vice versa.
What are the trends in spa software? Customer-facing apps are increasingly in demand and consumers are generally requiring a more efficient spa experience. From a spa management perspective, customer recognition, system reliability and ease of use have been key for years and will continue to be a standard requirement.
How is business going? Business has been remarkable in the last 18 months. We’ve secured a major contract for a top hotel spa operator with several hundred resorts (we can’t say which due to non-disclosure). Our software is now in nearly 70 countries, we’re developing our European markets and we’re seeing increased opportunities in South America. Meanwhile Dubai is flying and Asia and North America continue to expand rapidly for us.
Spa-kit.net keywords: Concept Software
"Concept Software is pioneering new database technologies with the ability to sync data from cruise ships to land-based servers and vice versa"
Aside from its work with Canyon Ranch at sea (above), Concept Software has just signed a deal with a major global hotel chain
Thomas Roessler managing director The Assistant Company (TAC)Managing DirectorThe Assistant Company (TAC)
Thomas Roessler
What’s the newest piece of spa software you’ve launched? Spa management is not a job that’s linked to only one locality or one computer. We recently introduced Sense onto the market. With this module, spa employees can access our software from all common browsers on smartphone, tablet, laptop or desktop PC.
What’s been TAC's biggest news recently? We bought HIS Solution, a big German spa software company, and have now reached a high of 1,200 customers in 54 countries. We’ve also made a huge step into the B2C-market since acquiring WellnessBooking.com – Germany’s top spa booking platform – in July 2015.
What trends are you spotting? A seamless availability of spa offers is increasingly required by consumers. Digital signage is therefore as important as mobile access to last-minute offers. Spa software must adapt to this trend and set up corresponding interfaces.
We also believe that hands-on experience in using spa software is crucial. Some universities are offering our spa software course to their spa students, helping job seekers to get a smooth transition into the industry.
How are consumer trends shaping spa software? We see great potential in booking platforms, as customers search for information relevant for making a booking online – if you’re not listed online, you’re non-existent. Our software automatically transfers all online bookings into the software, therefore preventing any double-bookings occurring online or on-site.
Spa-kit.net keyword: TAC
"TAC has made a huge step into the B2C-market since acquiring WellnessBooking.com – Germany’s top spa booking platform – in July 2015"
Universities are now offering TAC's spa software course
Blanka SzecsenyiBusiness Development DirectorTNG International
Blanka Szecsenyi
What are you doing that other spa software companies aren’t? We work with hospitality software experts in our company who help us understand the spa as part of a puzzle, while we can focus on what spas need as standalone operations.
What’s your most recent piece of spa software? TNG has just been extended with a face-recognition feature which allows spas to identify a guest with a camera instead of swiping a card or reading a bracelet.
In addition, we’re also currently releasing the browser-based version of our software which has a brand new design, making TNG accessible on a tablet and mobile, as well as PC.
What’s the key to making spa software user friendly? The most important thing is to combine real customer feedback with software expertise. We actively ask our customers about their individual needs and practices, while creating a universal solution that’s a benefit to all our clients.
What have been the biggest changes in spa software recently? It seems that the gap between simple, downloadable, low-cost solutions and our enterprise type of locally implemented solutions is becoming smaller. We want to appear simpler, lighter with extended features, but customisation will always remain a clear differentiator.
What consumer trends are you noticing? Everybody wants everything at their fingertips: to book online anytime, close all transactions without a call or personal contact, but not all spas are ready. As a software company we need to stay one step ahead, use the newest technology without forgetting that between the consumer trends and our software lies the actual spa which has to decide which way to go.
Spa-kit.net keyword: TNG
"TNG now offers a face-recognition feature which allows spas to identify a guest with a camera instead of swiping a card or reading a bracelet"
AJ ToorCo-founder & Director Gappt
AJ Toor
What are you doing that’s different? We solve three problems facing spa owners: filling short notice white space; the complexity of dealing with bookings; and meeting the slow and resource-hungry communication between clients and front of house.
Booking systems are good at managing what’s booked, but they don’t market what’s not been booked. That’s why more spas use Gappt, in addition to their current processes, to make clients aware of late notice availability and let them easily express interest in a specific time or package. Spas receive, and can quickly reply to, booking requests with text messages straight to clients’ phones.
What spas are you working on? UK destination spa Ragdale Hall approached Gappt to provide a solution to fill its spa day and spa break spaces while improving communication with new and existing clients. It wanted to advertise short notice availability and high value packages efficiently to maximise profits. Since launching at the beginning of January, Ragdale Hall has realised Gappt’s impact – Tracy Lawrence, internet marketing manager says: “We were astonished that we received our first request for a weekend spa package within a few minutes of going live! And requests have been flying in ever since.”
What consumer trends are you noticing? We see three: busy lifestyles, convenience, mobile. Making an enquiry with one click and receiving a short and concise reply direct to your mobile phone will soon become industry standard. A big shift towards user-friendly software, will allow spas to market their services actively and in real time, catering to the ‘fire away and forget’ immediacy mind-set that drives high-value consumers.
Spa-kit.net keyword: Gappt
"Booking systems are good at managing what’s booked, but they don’t market what’s not been booked"
Spas have had an “astonishing” client response with Gappt
Sudheer KoneruCEO Zenoti
Sudheer Koneru
What are you doing that other spa software companies aren’t? Zenoti is a cloud platform and we decided early on to invest heavily in best-of-class infrastructure to ensure our service is always fast and reliable.
We also built our platform top-down and this is what makes Zenoti such a strong software for multi-location business. We’re able to provide extensive support for corporate staff at headquarters while also supporting centre level operations at the same time.
What’s your most recent piece of spa software? We recently launched Zenoti Dashboards, a customisable reporting and analytics platform. Our users can track daily metrics as well as performance against monthly goals. We’re investing heavily in making the entire reporting system straightforward and personalised for each user.
What challenging projects are you working on currently? We’re in the process of transitioning a number of large, multi-location spa chains onto the Zenoti platform.
Moving a large network of spas raises interesting challenges as there’s a need to strike a balance between retaining best practices that work, while helping to support newer, more efficient processes where they make sense. We have a number of tools and processes in place to train a large, distributed group of staff, managing a timely transition for the entire network and providing personalised support during the first few weeks after switch-over.
What have been the biggest changes in spa software? With spas moving to cloud software, they can expect so much more from their software. One of the biggest changes is in the adoption of mobile technology, transforming how a spa is run and how staff and customers interact with the business.
Spa-kit.net keyword: Zenoti
"We recently launched Zenoti Dashboards, a customisable reporting and analytics platform"
The dashboards can track daily metrics against monthly goals
Global Wellness Day (GWD) will mark its 15th anniversary on Saturday 13 June 2026, with the
theme: #JoyMagenta – a celebration of the healing qualities of simple gestures and activities
that spark joy.
Global luxury hospitality brand, Six Senses, has partnered with longevity healthcare provider,
HUM2N, to launch a clinic at Six Senses London, at The Whiteley.
As part of its first hotel partnership, Mayrlife – the medical health resort company known for its
site in Altaussee, Austria – has launched a day clinic at the Rosewood Vienna.
Premium London health club, KX Chelsea, will imminently unveil its most significant
redevelopment since its launch in 2002 to create an integrated wellness model combining
training, recovery and relaxation.
Rosewood Le Guanahani St Barth, on the northeast coast of Saint Barthélemy in the French
West Indies, is offering a programme of ocean-inspired yoga classes between 8-14 June to
celebrate Global Wellness Day (GWD).
Hotel de France, located on the British Isle of Jersey, has created a wellness retreat package
that includes a hot yoga session that will take place in Jersey Zoo’s butterfly sanctuary.
The Ritz-Carlton, Langkawi, in Malaysia, has revealed a schedule for Global Wellness Day
(GWD) that includes guided rainforest walks, mindful movement and guided coastal meditation
experiences.
Longevitix, a clinical platform for preventive and longevity medicine, has launched its AI-
powered intelligence system to help physicians deliver continuous, personalised longevity-
focused care at scale.
Atmantan Wellness Centre, an integrative wellness destination in Mulshi, near Pune in India, is
expanding its portfolio by adding a new centre in Hyderabad that will launch between 2028 and
2029.
A recent survey by the UK Spa Association (UKSA) into the industry’s approach to cancer care
has revealed that almost half of participating respondents (46 per cent) are unaware that
cancer is a disability and guests with a cancer diagnosis must be given
