Case Study
The Post Oak Hotel
“The owner of the Post Oak is all about performance and he needs to see justification before he can decide if he’s going to expand the spa and how. I ran one of Book4time’s intuitive reports and he could immediately see the benefit and gave me the funds to build an additional treatment room”
Daisy Tepper is the Spa Director at The Post Oak Hotel at Uptown Houston, a Forbes Five Star property owned by billionaire Tilman Fertitta.
In her role, Tepper oversees the day-to-day operations
of the, 20,000 sq. ft Spa and Fitness, and manages all
wellness activities for the hotel. She also oversees five
other Landry’s properties, which includes the Golden
Nugget Casino Spas and The San Luis Resort, Spa &
Conference Center in Galveston.
Daisy Tepper
Spa Director
An industry veteran, Tepper has been called an “icon,” a
name well earned; in March 2019, just three months after
opening, The Spa at The Post Oak Hotel became the first
spa in Texas to earn a Forbes Five-Star rating. This is no
small feat that involved hard work and vision.
The lovingly curated spa menu reflects the diversity of
Houston, one of the largest and most diverse cities in the
United States, with treatments and services that draw
inspiration from Morocco, Indonesia, India, and other
parts of Asia. The Spa is also the only facility in Texas to
offer the six-in-one In-Skin facial machine. Other standout
features include the heated stone lounges, tranquility
pools, experience showers and crushed ice fountain to
promote circulation.
“Obviously, I looked into other software companies, and Book4Time was the most impressive. Ease of use is important to me. When you hire someone, the easier the system is for them to learn, the better for us. It’s very user-friendly. That’s what I was looking for, and that’s what I got.”
Daisy Tepper
Spa Director at The Post Oak Hotel
The Challenge
A Five-Star spa needs a Five-Star software
Tepper wanted a software that was easy to use and
would save time and elevate the guest experience.
She had been a long-time user of Book4Time and
knew it was the software she wanted for the Post
Oak.
“Obviously, I looked into other software companies,
and Book4Time was the most impressive. Ease of
use is important to me. When you hire someone, the
easier the system is for them to learn, the better for
us. It’s very user-friendly. That’s what I was looking
for, and that’s what I got.” She adds, “The customer
service was amazing and the presentation was
fantastic.”
Also important to Tepper was a software that would
combine guest information across properties and
allow them to communicate with each other: a key
component of an excellent and personalized guest
experience.
“There is a lot of overlap, and once the guest puts
in their information, I don’t want them to have to
do it again when they go to another Landry’s spa,”
she explains. “There’s a disconnect and I want us to
have more of a connection. We’re working on getting
Book4Time in all properties to make this a reality. It’s
going to be easier and great for our guests, knowing
that when they have been to the spa at St Luis, we
will have all the information at the Post Oak and can
make the experience here even better.”
“It’s very user-friendly. That’s what I was looking for, and that’s what I got."
Daisy Tepper
Spa Director at The Post Oak Hotel
The Solution
A support team that understands a spa director’s needs
Tepper can’t say enough good things about the
Book4Time team. “I love the team. I love Krista
(Book4Time’s Customer Success Director, Krista
Foulis, is the former Spa Director at the Park
Hyatt Toronto). She is fantastic.”
Tepper laughs and says, “I’m not an easy person.
I can be a bit of a challenge to work with. I’ve
got a lot of questions and I want things done a
certain way. Software has got to work; it’s got to
make sense. Every little step is important. Krista
has been in the operations, she’s worked as a
spa director. She understands every step. When
we communicate she knows exactly what I’m
talking about and how to handle it, which makes
life so easy and such a pleasure.”
A reporting dashboard that shows how the spa meets, and exceeds, stakeholder expectations
Book4Time has also helped Tepper justify the cost of a new treatment room.
“The reports are really good,” she explains. “The treatment room utilization
shows us how much money our rooms are pulling in and what we can do
better regarding occupancy. This report actually allowed me to justify the
cost of a new treatment room for the spa.
The owner of the Post Oak is all about performance and he needs to see
justification before he can decide if he’s going to expand the spa and how.
I ran the report and he could immediately see the benefit, so he gave me the
money to build another one. I’m happy to report that we’re getting a
beautiful new couples suite with a fireplace!
Payroll reporting that saves time and energy
Book4Time’s payroll reporting has saved Tepper as much as a half a day a week (or up to 156 hours a year).
“You just run the payroll period for each person, and it factors
in commission and gratuities. With 35 employees it takes
me about half an hour to just go through and double check
everything. It used to take a lot longer. Sometimes it would
take me half a day. It’s nicely laid out and easy to read, so
when the therapist asks for a copy, it’s easy for them to see
what they’ve made.” Looking at that as three hours reduced to
30 minutes means an 83% decrease in time spent on payroll.
Decrease in time spent on payroll.
Results
As we have seen, Daisy Tepper has saved time and money, and even justified the cost of a new treatment room. Life, she says, is so much easier.
Would she recommend Book4Time to other spas looking for a solution?
“I would absolutely recommend Book4Time, and I do. When
people reach out to me to ask about my experience with
the software I tell them how user friendly it is and that the
customer support is great. Updates are well done, everything
is simple, everything is well explained. You’ve got the little help
button that you can always click on and see the explanation
if you don’t understand something. It’s always a delight that I
can reach out to Krista and she can walk me through it when
I need that little extra help. All of these things make life so
much easier and I’m all about making life easy, especially
these days. It’s been about five years since I used anything
else and there’s no comparison. Book4Time is just way ahead
of everybody else.”
