Unleashing the Power of Super-Users

BY KRISTINE HUFFMAN

Throughout 2024 , Pulse will feature interviews and insights about front desk and frontline roles , highlighting opportunities for career development within the spa industry .

SELECTING THE RIGHT OPERATING SOFTWARE SYSTEM is a critical part of running a spa . While these systems offer robust business management features , many go underutilized . This month , Carlos Calvo Rodríguez shares insights on becoming a super-user and getting the most out of your system .

Carlos Calvo Rodríguez , senior spa director at the Four Seasons Toronto , brings over a decade of global experience in wellness and spa management . Originally from Costa Rica , he began his Four Seasons journey in 2007 . Passionate about well-being as a lifestyle necessity , he leads one of Toronto ’ s premier urban spas , enhancing the guest experience with his hands-on approach .

“ The budget for training is often forgotten , and I think that is a failure as a leader . Invest in training , and then you ’ re going to have staff who are happy , and they ’ re going to stay with you forever .” — CARLOS CALVO RODRIGUEZ

Kristine Huffman for Pulse : Many properties use their operating software as a glorified scheduling system . How does it help you beyond that ? Carlos Calvo Rodríguez : Everything goes through the software because it ’ s the only way the entire team knows what ’ s happening — from transactions , check-ins and checkouts , to confirmation , thank you and follow-up emails .

Our spa therapists live by the operating system . They each have their own username and can see their schedules in advance . They can see a guest ’ s history , health questionnaires ; they can update notes after treatments . From an administrative perspective , we don ’ t have to store this information physically in boxes for seven years . And , from the therapeutic standpoint , it ’ s good

because we can see what treatments they ’ ve had and their preferences .

Our spa receptionists and reservation agents are a more skilled level of user . They make bookings , rearrange appointments , update and upgrade them or upsell the booking . It ’ s the best way to stay up to speed on what ’ s happening at the spa . The audit log , for example , tells you everything that is happening — who moved it , who booked it , when was it booked , whether an appointment was canceled . With one click , you can see all the movements and history of the appointment .

Super-user admins have the availability to edit the settings and tailor the system . This is the part I really like , because it allows you to direct the customer to the treatments you really want to get booked . For example , there

26 PULSE n OCTOBER / NOVEMBER 2024