Hyatt Regency Waikiki Beach
50% of Spa Director Yoshimi Anderson’s revenue is now coming from her online booking site, allowing guests to seamlessly book single and couples appointments during high traffic times.
The Challenge
Finding a user friendly and multilingual spa software system
that allowed for online bookings, including packages and
couples bookings.
THE Solution
Implement Book4Time, which allows direct input in multiple
languages, with online booking and user friendly platform.
THE RESULTS
Nearly half of bookings coming in online and happy team
with more time to offer personable service.
NA HO’OLA SPA AT HYATT REGENCY WAIKIKI
Na Ho’ola Spa at Hyatt Regency Waikiki was the first resort spa
in Waikiki. Located just steps from the azure blue waters and
soft sands of Waikiki Beach, Hyatt Regency Waikiki offers
personalized service with the spirit of Aloha, modern amenities,
cultural activities, a swimming pool overlooking the Pacific
Ocean, locally sourced dining, and onsite boutiques. The resort
provides the perfect place for those who want to make the most
of their island experience and connect with the heart of Hawaii.
Yoshimi Anderson
Na Ho’ola Spa at Hyatt Regency Waikiki
The 10,000 square foot spa features fabulous views of Waikiki
Beach, 16 treatment rooms, locker rooms, dry saunas and a
gift shop. Skilled practitioners rejuvenate the body, mind and
spirit with a wide variety of massages, facials, stone treatments,
and wraps.
Spa team needed a user-friendly, multilingual software
Spa Director, Yoshimi Anderson, has spent the past 20 years
working with luxury spa brands, including Four Seasons and Ritz
Carlton, and the last nine at Hyatt Regency Waikiki Beach. She
started as a spa attendant and worked her way up to Senior
Manager, mastering the details daily operations and the
planning and execution of strategic management.
Anderson and her team of 18 needed a software system
that was user friendly for staff, made it easy for guests to find
the spa and book appointments online, and offered
multilingual functions.
Anderson says, “I researched and saw multiple demos and
most of the software systems are similar. What I was looking
for was online booking capability and bilingual functions, as we
cater mainly to both Japanese and English speaking clientele.
Most of them offer online booking capabilities, but I found some
were limited. For example, they didn’t offer package or couple’s
bookings, or if they did, it wouldn’t collect all the required
information. Our top selling treatment is a couple’s massage.
Book4Time has an easy booking process for couples. And it
allowed free space for me to input Japanese rather than
translations, which tend to come out robotic or not
even accurate.”
Another reason Anderson chose Book4Time is because most
Hyatt spas use the software. “This allows for better business
analysis, which is also a critical part of our decision.”
“Appointments come in while we are asleep. Guests can
easily book online at any time”
There were some challenges during the implementation and
launch process, which Anderson says was escalated and
resolved, adding, “In another words, if you request, Book4Time
provides. We found it challenging at first, but definitely worth
going through at the end.”
Asked about her favorite features or functionalities, Anderson
said, “Online booking capability. This is why we wanted
Book4Time. Appointments come in while we are asleep.
Guests can easily book online at any time, so we do not have to stretch operation hours just to stay open. We open when
guests want to come in. It also helps to reduce spa concierge
errors. Guests book it by themselves, so if there is an error it is
not the spa’s fault.
“Another advantage is that online booking frees up time
for the spa concierge to assist the guests in front of
them, rather spending more time on the phone. So our
service became more personable, and staff is not over
whelmed by the number of phone calls coming in.”
About half of Na Ho’ola Spa’s bookings are now made online
Currently, about half of Na Ho’ola Spa’s bookings come in
online, says Anderson, due to a heavy focus on promoting
online booking via QR code. “There is an email template ready
with a link to Book4Time. When a guest calls to inquire, we
ask if they would like to take a look at a full menu, if they say
yes, we simply email the template and tell them they can book
online, or we can help if needed. Most book online.”
“Our service became more personable, and staff is not
over whelmed by the number of phone calls coming in.”
The spa menu is also in QR code form with a traditional menu
available for those who ask for it. “Some guests takes the QR
code with them, book with us in person, or book it online while
in the spa!” says Anderson. The code is also posted at each
elevator landing and at the front desk.
Impressive customer service
Another thing that has impressed Anderson is the customer
support at Book4Time. “I really like having Amanda O’Shea, as
my go-to person. She was a spa director, so she understands
not only how Book4Time can work for the business, but also
what I have to do as spa director. It is comforting and helps me
to resolve challenges as they arise.”
And the company listens to its customers, Anderson says,
stating, “It seems that the development team is pretty flexible. I
have been raised some requests so far, and a few of the
functions I asked for are now live. I hope to see them more in
the future.”
“If you request, Book4Time provides”
