Innovative spa technology has changed the experience of both staff and clients in the spa and wellness sector over the past four decades . The integration of spa technology — the use of equipment and machinery to enhance the customer experience and improve the efficiency of spa operations — has been a slow and steady process . It started with small steps like switching from burning real candles to using electronic versions with rechargeable batteries . A larger leap was the conversion of appointment scheduling , from a hand-written calendar to online booking systems . Vichy showers and spray-on tans in treatment rooms are other instances of new technology in spa menu offerings . In recent years , Covid-19 encouraged many facilities to incorporate new technology further and faster , with self-check-in and semiautonomous services as prime examples . A recent study of technology acceptance in the hospitality and spa sector indicates guests enjoy and sometimes even prefer the consistency of technology in various experiences .
Spa technology continues to drive strategies to enrich the guest experience . The enjoyment and functionality of new spa tools contribute to expanded customer usage and satisfaction . Technology adoption has increased steadily over the past 20 years and is predicted to continue . Though technology usually isn ’ t what attracts consumers , it is an integral aspect of their overall experience . Spa patrons have seen a shift from purely face-to-face communications as new technologies — such as kiosks , interactive apps and smartphones — are incorporated into every aspect of their interactions . As technology advances and evolves , it will become more deeply
ingrained in the guest experience . Increasing use of technology in treatment rooms will add value not only to the guest but also to employees in the hospitality sector , as new tools provide reliable and accurate information — and in some cases ease the burden of physical tasks — to the service provider .
Technology can be a double-edged sword
As with any change , advances in technology also create challenges . Guests may experience higher anxiety , fear and stress levels when first introduced to unfamiliar spa technology . In addition , devices designed to make things easier tend to cause unexpected complications . The increased output of data that is tied to technology introduces the need to track , process and interpret the sometimes cumbersome flow of information . And technology
“ THOUGH TECHNOLOGY USUALLY ISN ’ T WHAT ATTRACTS CONSUMERS , IT IS AN INTEGRAL ASPECT OF THEIR OVERALL EXPERIENCE .”
APRIL 2023 n PULSE 39