Cheltenham, Gloucestershire, 14 September – Journey has today announced the wider availability of Journey’s Experience Management System (EMS), its next-generation platform for spa, wellness and leisure management, which is already live and being adopted by clients as they migrate from legacy CORE by Premier Software technology.
Building on more than 30 years of hospitality expertise following the acquisition of Premier Software in 2023, Journey’s EMS brings this knowledge into a modern, connected platform designed to support the evolving needs of today’s hospitality businesses.
While rooted in spa management, Journey EMS extends beyond traditional spa operations to help hotels manage the wider guest experience – from treatments, memberships and leisure facilities to activities, experiences and other bookable services. Already live with independent hotels across the UK, EMS marks the next chapter in Journey’s spa and leisure technology.
As hospitality businesses look beyond room revenue to protect margins and drive growth, operators are placing greater emphasis on experience-led stays and other revenue streams. PwC UK’s Hotels Forecast 2025–2026 highlights the need for hotels to diversify their revenue mix as the sector adapts to changing guest expectations.
Built specifically for experience-led hospitality, EMS gives luxury hotels and resorts a single platform to manage the operations behind every guest experience and monetise every moment – from spa and wellness to leisure and memberships – alongside bookings, guests, staff, payments and day-to-day operations.
A centralised, real-time diary gives teams live visibility of staff, rooms, facilities and resources across multiple departments. Hotels can manage bookings, memberships, group activities, guest arrivals, billing, retail, stock and reporting through one connected platform, with integrations to leading property management systems, including Oracle Opera, Mews and Guestline, alongside Journey’s Gift Voucher platform for gift voucher redemption.
EMS forms the operational core of Journey’s Total Revenue Platform, working alongside Journey’s All-In-One Booking Engine, and Gift Voucher solutions to help hotels market, book and manage guest experiences through one connected ecosystem.
EMS is already supporting hotels across the UK, with Journey continuing to invest in the platform while guiding customers through a structured migration programme. Gisborough Hall is one of the first hotels to benefit from the platform.
Vicki Jackson, Spa Director, Gisborough Hall, said: “EMS has given us much more commercial visibility. We can see where there are gaps in the business and where there are opportunities to maximise performance. Having that information clearly visible saves me time, which means I can focus on developing the team and, most importantly, making sure our guests have the best possible experience.”
Simon Bullingham, CEO of Journey, said: “Hospitality has evolved well beyond selling rooms. Today’s hotels are managing increasingly sophisticated guest experiences across spas, wellness, leisure and memberships, and they need technology that’s built around those operations.
EMS isn’t a vision for the future – it’s already live, already supporting customers and already delivering value in real hospitality environments. As we continue investing in the platform, we’re giving our customers the operational foundation they need to simplify complexity, unlock new revenue opportunities and support their business for the long term.”
Today’s announcement marks another milestone in Journey’s strategy to give hotels a single platform for marketing, booking and managing guest experiences. Together with Journey’s All-In-One Booking Engine and Gift Voucher solutions, EMS connects guest-facing commerce with day-to-day operations, creating a more seamless experience for guests and a more efficient operation for hotel teams.
About Journey
Journey helps luxury hotels grow direct revenue by retailing the whole guest experience, not just rooms. More than 750 hotel and spa properties use Journey’s Total Revenue Platform, a unified system across experience management, digital marketing, booking, and payments. Customers include Nikki Beach, Camiral, The NoMad and Lakes By Yoo. With live bookable inventory at every moment, from pre-arrival to post-stay, Journey enables hotels to retail rooms, dining, spa, and activities in a seamless, shoppable experience for guests. The result is higher guest spend, stronger loyalty, and a measurable Return on Experience. For more information, visit https://journey.travel/.
