Journey Expands Spa Technology With New Experience Management System for Hotels and Resorts

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Journey is expanding its hotel technology with a new Experience Management System for spas, wellness and leisure operations. The platform brings spa management, guest experiences, bookings, memberships and revenue into one connected system. Journey says the system is already live with independent hotels across the UK, as operators move away from legacy CORE by Premier Software technology. Meanwhile, the platform reflects a wider shift in hospitality, as hotels seek revenue beyond rooms and place greater emphasis on experience-led stays. Journey’s Experience Management System gives teams real-time operational visibility. It also connects bookings, staff, facilities, payments and reporting, helping hotels manage experiences more efficiently.

Journey Expands Its Next-Generation Hotel Technology

Journey has announced wider availability of its Experience Management System (EMS), a technology platform designed to help hotels manage spa, wellness and leisure operations through one connected system. The platform is already live with clients in the UK, including independent hotels moving from legacy CORE by Premier Software technology.

The launch builds on Journey’s hospitality technology expertise following its acquisition of Premier Software in 2023. The company has more than three decades of experience in hospitality technology, and EMS represents its move towards a broader platform covering the increasingly diverse experiences offered by hotels and resorts.

What Does Journey’s Experience Management System Offer?

Journey EMS is designed to manage more than conventional spa activities. Hotels can use the platform for treatments, memberships, leisure facilities, activities, experiences and other bookable services, creating a central operating environment for experience-led hospitality.

A real-time diary gives hotel teams visibility of staff, treatment rooms, facilities and other resources across departments. The system also supports bookings, memberships, guest arrivals, billing, retail, stock management and reporting, allowing operational information to be managed within one platform rather than across separate systems.

Why Are Hotels Looking Beyond Room Revenue?

The expansion of experience management technology reflects a broader change in hotel operations. Hotels increasingly depend on spas, wellness services, leisure facilities, memberships, activities and other ancillary services to diversify revenue and strengthen the value of each guest stay.

PwC UK’s Hotels Forecast 2025–2026 has highlighted the importance of revenue diversification as hospitality businesses respond to changing guest expectations. Against this backdrop, technology that connects experience sales with operational delivery can help hotels gain clearer visibility over capacity, staffing and commercial performance.

Journey has positioned EMS specifically around this experience-led model, enabling hotels to manage the operational requirements behind services that extend beyond accommodation.

How Does EMS Connect With Other Hotel Systems?

Journey EMS is designed to operate as part of the company’s wider Total Revenue Platform. It works alongside Journey’s All-In-One Booking Engine and Gift Voucher solutions, connecting guest-facing commerce with operational management.

The system also integrates with property management platforms, including Oracle Opera, Mews and Guestline. Integration with Journey’s Gift Voucher platform allows hotels to handle gift voucher redemption alongside their wider experience operations.

For hotel teams, this connected approach is intended to reduce operational complexity while providing a more consistent flow of information between booking, guest management, payments and service delivery.

Which Hotels Are Already Using Journey EMS?

Journey says EMS is already supporting hotels across the UK as the company continues its structured migration programme for customers using legacy CORE technology.

Gisborough Hall is among the early hotels to benefit from the platform. Vicki Jackson, Spa Director at Gisborough Hall, said the system has provided greater commercial visibility by making business gaps and performance opportunities easier to identify.

She also said clearer information saves management time, allowing the team to concentrate more heavily on staff development and the guest experience.

What Does Journey Say About the Platform?

Simon Bullingham, CEO of Journey, said hotels are increasingly managing sophisticated experiences across spas, wellness, leisure and memberships, creating a need for technology designed around those operational requirements.

He said EMS is already live and supporting customers in real hospitality environments, while Journey continues to invest in the platform and its migration programme.

The company’s strategy places EMS at the operational centre of its wider technology ecosystem. The objective is to connect how hotels market and sell experiences with how teams deliver them on a daily basis.

What Could EMS Mean for Hotel Operations?

The significance of the platform lies in its attempt to bring multiple experience-related functions together. Instead of treating spa, leisure, memberships and other activities as isolated revenue streams, EMS provides a centralised system for managing their bookings, resources and associated operational tasks.

For hotels expanding their experience offering, this can create a clearer view of available resources and commercial activity. At the same time, integration with property management and booking systems can help connect guest-facing transactions with back-office operations.

Journey’s wider rollout therefore comes as hotels continue adapting their business models around experiences, ancillary revenue and more connected guest journeys. EMS gives the company a technology platform designed to support that shift while continuing its transition from legacy spa-management software to a broader hospitality operating ecosystem.

The cause is clear: hotels are expanding beyond rooms as guests increasingly seek wellness, leisure, memberships and bookable experiences. The answer is technology that can manage these services without creating additional operational fragmentation. Journey’s Experience Management System addresses that need by bringing bookings, staff, facilities, payments, memberships, retail and reporting together. The reason for its wider rollout is therefore both commercial and operational. Hotels need better visibility of capacity, performance and revenue opportunities, while teams need simpler tools for managing complex guest experiences. Journey’s integration with major property management systems further supports this connected approach, making EMS relevant to modern, experience-led hospitality operations.

Journey’s wider rollout of its Experience Management System signals a broader evolution in hotel technology, where spa, wellness and leisure services are increasingly treated as important parts of the overall guest journey and revenue strategy. EMS brings these functions into one connected operational environment, covering bookings, memberships, treatments, facilities, staff, payments, retail and reporting. Its integration with Oracle Opera, Mews and Guestline also allows hotels to connect experience operations with existing property management systems. Journey says the platform is already live with UK hotel clients, including Gisborough Hall, while migration from legacy CORE by Premier Software technology continues. The company is also positioning EMS alongside its All-In-One Booking Engine and Gift Voucher solutions as part of its Total Revenue Platform. As hospitality businesses diversify beyond room sales, Journey’s approach reflects the growing need for technology capable of managing increasingly complex, experience-led hotel operations efficiently.

Journey’s Experience Management System represents an expansion from traditional spa software towards a wider operational platform for experience-led hospitality. Its combination of spa, wellness, leisure, membership, booking, staffing, payment and reporting functions is designed to give hotels greater visibility across activities that increasingly contribute to the guest journey and hotel revenue.

With EMS already live at UK properties, Journey is moving beyond a future technology proposition and into active deployment. Its integration with Oracle Opera, Mews, Guestline and Journey’s own booking and gift voucher products further supports the company’s strategy of connecting hotel commerce with operations.

For hotels seeking to diversify revenue beyond rooms, the platform provides a technology framework for managing experiences within a single connected environment.