technology
Carillon Miami Wellness Resort Touchless Wellness Therapies at the Spa at the Carillon
When the pandemic created new interest in touchless treatments and therapies , Carillon Miami Wellness Resort carefully evaluated options that could truly serve their guests ’ wellness needs while providing options that still allowed for physical distancing . Then , they worked with a variety of partners to introduce a set of 10 cutting-edge treatments in July of 2020 . “ With COVID-19 pausing a lot of business , we started to see a reluctant customer enjoying the touchless treatments ,” says Tammy Pahel , vice president for spa & wellness .
The spa ’ s touchless therapies delivered a wide range of benefits to guests ranging from weight loss to improved respiratory health . The response has been incredibly positive , but for Pahel , one guest experience stands out as an illustration of the impact these kinds of treatments can have . “ We encountered a guest who was curious about our Sleep Well circuit for her 88-year-old father , whose wife had passed ,” she says . “ Since that loss , he wasn ’ t able to sleep well . After trying only one session , he had a more restful sleep than he had experienced in months .”
For Pahel and her team , stories like that bring more joy than any award . “ Helping to heal is what we are in this business for , and getting to see those kinds of improvements firsthand is truly inspiring !”
ResortSuite MOBILE , a Touchless Guest Experience App
Eliminating unnecessary touchpoints has been an enormous part of spas ’ efforts to make the guest journey safer during the pandemic , and ResortSuite saw an opportunity to aid in that process with MOBILE .“ The spa industry is focused on the power of touch ,” says Chris Bagnell , senior manager , digital marketing ,“ and while spa professionals worked on how to deliver that touch safely , MOBILE was necessary to reduce touchpoints and increase safety in non-therapeutic areas of the business .”
MOBILE , a customizable app that , among other things , allows guests to book treatments , check in and check out , complete questionnaires and access treatment menus , facilitated that safer experience in a way that was convenient for guests and owners and operators . According to Bagnell , “[ One ] client was able to launch their app mid-pandemic and received a dramatic increase in guest adoption , non-room revenue and satisfaction in only one month ,” while another called ResortSuite MOBILE its “ technology success of the last year .”
ResortSuite hopes to build on this success by working to add digital room key and direct messaging functions to MOBILE as they continue to address the evolving needs of spas and guests apart from those required by the pandemic .
52 PULSE ■ JUNE 2021