Guests passing through, not regular clients
Someone walking into a hotel spa rarely comes back: the relationship lasts as long as the stay. That changes the goal of the consultation, which isn't to build a path but to help her choose well within the time and budget available right now.
The language barrier is a concrete variable. In properties with international guests, a consultation based only on speech excludes a share of them: visual aids and materials in several languages make the difference between a treatment sold and one declined.
There's also something specific to these settings: the consultation often happens at reception, with other people around and little time. The questions have to be few and the proposal immediate, with the option to go deeper in the treatment room if the guest wants to.
What affects the guest's choice
The chart is qualitative and shows how much each element helps a transient guest choose a treatment.
The sequence at reception
Ask about time available
It's the guest's main constraint.
Show two options
With duration and goal stated.
Use visual aids
They cross the language barrier.
Hand over aftercare
The only continuity available.
In the property
- Prepare visual aids in your guests' languages.
- Offer two options with the time and goal stated.
- Hand over written guidance for after the treatment.
Stating the time required is the most useful piece of information for a guest planning her day: many declines come not from price but from uncertainty about how long the treatment will take.
Written aftercare is the only form of continuity possible with someone who won't return. It's also what the guest takes home and talks about, and in these properties that account is the main channel through which the spa becomes known.
From conversation to guided consultation
Saloria brings guided consultation to spas and wellness hotels: face analysis, look plan and protocol help enrich the guest experience with clear, non-invasive image consultation.