InterContinental London - The O2

For the spa team at InterContinental London - The O2, the ability for technology systems to easily work together has rejuvenated its business.

Having used Premier Software - part of Journey’s portfolio of hospitality technology - as the spa’s operational system for eight years, the spa team discovered one of its key attributes when adding onejourney to its tech stack in October 2022. As well as working with the hotel’s PMS, Premier Software also integrates easily with onejourney to boost online bookings and drive greater revenue for the destination spa.

Within walking distance of one of London’s top entertainment venues, the InterContinental London - The O2 is a destination hotel and spa on the River Thames. Its luxurious spa includes swimming pools, sauna, steam room and a relaxation room, alongside a wide range of wellness and beauty treatments and spa packages. 

In a competitive market such as London, the spa team initially installed Premier Software eight years ago, seeking to boost efficiency in the back office and allow its reception and therapist teams to focus on enhancing the five-star luxury spa experience for its visitors. 

“We know around 60% of spa hotels [in the UK] work with Premier, so we knew we were in good hands.” - Stephanie Romero, Marketing Executive

With the system encoded in the spa’s DNA, their marketing team was focused on driving increased numbers of bookings for their luxurious spa packages and treatments. Nominating onejourney as their preferred booking platform, the team at InterContinental London - The O2 were both surprised and delighted to discover how easily it worked in conjunction with Premier Software.

Before installing onejourney in October 2022, booking was a slow, manual task for both the customer and reception team. “With onejourney, booking is much easier, it flows,” said Romero, citing improvements to the customer booking experience and overall customer journey since installing the booking platform. 

Integration provides a seamless connection between the spa’s management system Premier and the online retail platform onejourney. Onboarding engaged InterContinental London - The O2’s spa team in 1-to-1 training, tailored to each staff’s abilities and role, with ongoing account support. 

The integration of onejourney with Premier Software makes it simple for the spa’s team to create new packages or treatments, including easy ordering display to prioritise what is shown to online users and support the business’ need periods. Commercial results since the integration (YOY change, October 2022 to October 2023) include:

• 30% increase in average products per booking
• 38% increase in appointment value
• 60% of bookings now come via mobile website
• 60% increase in package deposits over six months of onejourney use

Said Romero: “Premier Software and onejourney’s direct connection is amazing. The systems’ integration has massively improved our operations and customer service. Premier also integrates easily with our PMS, providing a wide range of reports which we can adapt to any of our departmental needs.”

Reporting is also enhanced through the integrations of Premier Software and onejourney. Said Romero: “It’s made our life much easier when pulling reports. It’s good to understand how the numbers are going, what packages are popular, booking behaviours - this information helps us support the business and understand where to focus for improvement.” 

For the spa at InterContinental London - The O2, the improved technology stack is helping it maximise its understanding of spa users, streamline booking and administrative processes, and rejuvenating its business by freeing the team to focus on in-person engagement, maximising revenue from each booking, and sourcing new clientele.