The importance of getting it right from the beginning

When Ireland’s flagship destination spa brand, Monart Spa, opened its first UK venue in November 2019, it required a spa management system that would help the new operations team deliver the exceptional guest experience Monart is renowned for.

Premier Software, part of the Journey Hospitality portfolio of hospitality technology solutions, was selected by the Poundbury (Dorset) day spa as their preferred spa management platform to ensure optimum customer service and comprehensive business intelligence reporting from day one of its operations.

The challenge

The Monart Spa brand is synonymous with adult-only, luxury spa experiences. Regarded as one of the world’s best destination spas thanks to its original Irish venue, transferring the brand to the UK was key to the brand’s expansion.

But the team wanted to do more than provide UK spa seekers with a relaxing, rejuvenating experience – it was vital that the brand’s reputation for premium customer experience was upheld across every touch point. For the Monart team, this began with a guest’s booking process.

“Even when our spa is closed, we trust the in-house system to give guests a luxury online experience and book their treatment and spa experiences.” – Cornel O. Lobont, Spa Director at Monart Spa

Facilities include seven treatment rooms, manicure and pedicure suites, relaxation rooms, a hydrotherapy pool, sanarium, caldarium, salt grotto, aroma steam room, and infrared pro cabin, as well as a spa lounge serving locally sourced food.

Installing Premier Software’s spa management platform was essential in providing the spa team with the ability to build meaningful guest profiles, securely manage guest, supplier and payment data, and maximise the use of its space and therapist hours.

The results

Monart Spa Poundbury began using Premier Software in September 2019, ensuring the system was operational prior to opening, and added onejourney in March 2023 to further enhance their guest booking experience.

Premier provided a depth of business intelligence reporting from the time the spa opened, helping Monart’s senior leadership identify the strengths and weaknesses of the venue’s early trading period. The technology solutions provided by Journey Hospitality continue to help the spa maximise performance. Headline data includes:

  • 20% reduction in calls – freeing the spa reception team to focus on in-person engagement with spa visitors
  • 45% increase in spa packages sold (Jan-Jun 2023 vs Jan-Jun 2022)
  • 67% increase in total spa revenue (Jan-Jun 2023 vs Jan-Jun 2022)

Said Lobont: “Prior to having the platform, we weren’t able to look after all the guests when they were calling. Guests were waiting too long, and that’s not a luxury experience. Now, our guest feedback is fantastic. The booking process gives them the ability to book their reservation online from the comfort of their home. They are able to choose whatever experience they want, with a therapist they want, and book it straight away.”

And it’s not just the spa’s visitors who are happy. Lobont continued: ”Our CFO is very, very happy. An overall uplift of performance by 59% also makes our owners happy.”

The impact

Monart Spa in Poundbury is well placed to grow the business thanks to its enthusiastic and consistent use of the Premier’s spa management platform’s functions.

Business intelligence reports covering topics such as guest spend versus cost, the top selling products and treatments, and therapist utilisation, help Monart Spa’s team discern where opportunities lie to maximise revenue and increase footfall.

Said Lobont: “My favourite part of the system is the reassurance that what we’re doing as a business is the right thing, because you instantly see the results and financial success. By having all the information at my fingertips, it gives us the opportunity to look at future promotions and enhance the business.

“I feel more confident in decision making as we have data that shows the trends amongst our guests, what they like and what else they would like to see in our spa.”

Guests are also feeling the benefit, with the spa’s team using their guest profile to prepare for special occasions and celebrations such as birthdays or anniversaries without prompting.

“It’s these little touches that help provide a luxury experience,” said Lobont.

Using data from Premier’s spa management platform, Monart Spa Poundbury is forging an exciting future to identify areas for on-going improvement and long-term success.