شائع في Operations
شائع في Revenue Management
شائع في Marketing
شائع في Guest Experience
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REVENUE MANAGEMENT
How Pullman Paris Tour Eiffel Generated over €25,000 in their First Month Using Duve’s Upselling Tools
Pullman Paris Tour Eiffel turned to Duve as they looked for ways to optimize guest interactions, reduce front desk congestion, and create personalized upselling opportunities.
Manual Guest Communication: Before implementing Duve, all guest communications were handled manually. Promotional emails for special offers had to be created individually in French and English, making multilingual outreach impossible. This process was time-consuming and inefficient.
Missed Revenue Opportunities: Pullman Paris Tour Eiffel had some upselling actions in place but the absence of a streamlined and automated approach meant that most amenities add-on revenues came from guest-initiated requests, leaving room for growth through a more proactive strategy.
Limited Personalization: With near-full capacity year-round, it was challenging for the hotel teams to gather and leverage guest data efficiently in order to personalize experiences for guests.
Innovators Mentioned
Guest Relation Director
Pullman Paris Tour Eiffel
"Some may worry that automation removes the personal touch, but Duve does the opposite—it provides valuable guest insights that allow us to personalize interactions before, during, and after the stay. With Duve, we anticipate needs, enhance service, and ensure every guest experience feels seamless and tailored. We’re proud to be among the first Pullman hotels to adopt Duve, leading the way in digital innovation for guest experience."
Ndèye Ngoné Fall
Guest Relation Director
"Some may worry that automation removes the personal touch, but Duve does the opposite—it provides valuable guest insights that allow us to personalize interactions before, during, and after the stay. With Duve, we anticipate needs, enhance service, and ensure every guest experience feels seamless and tailored. We’re proud to be among the first Pullman hotels to adopt Duve, leading the way in digital innovation for guest experience."
Guest Relation Director Ndèye Ngoné Fall said, about their decision: "Before Duve, we didn’t fully tap into the potential of upselling. With Duve’s multi-touchpoint approach, we quickly saw the impact—driving over €25,000 in upsell revenue in just one month."
Efficient Guest Engagement Strategy: Pullman Tour Eiffel optimized guest communication with Duve’s automation and segmentation tools, ensuring a seamless, multi-touchpoint experience across SMS, WhatsApp, email, and the Guest App: Automated Pre-Arrival Engagement: Scheduled messages are triggered to guests at key intervals before arrival, providing them with useful information, check-in links, and upsell offers. For VIP guests, the hotel has exclusive pre-arrival messaging to ensure a more personalized and seamless experience. Personalized Holiday Wishes: Tailored broadcast messages are sent based on guest demographics, such as Chinese New Year or Thanksgiving wishes. Real-Time Updates: Situated in one of the busiest areas of Paris, there are frequent metro closures, roadblocks, and large-scale events. With Duve’s real-time broadcast capabilities, the hotel easily updates guests about local disruptions. Seamless Mid-Stay Requests: Guests can request amenities like extra towels through Duve’s Guest App. Thanks to Duve’s seamless integration with the hotel’s task management system via DuveConnect—Duve’s open API that enables real-time data exchange—Housekeeping can instantly receive and fulfill requests, ensuring faster service and an improved guest experience.
Generated Over €25,000 in Upsell Revenue Within the First Month: In February, just weeks after launching Duve’s upsells, the hotel saw an immediate impact, generating €25,125 in upsell revenue—largely driven by high-demand Valentine’s Day packages featuring romantic balloons and decoration setups. This success was the result of a strategic, multi-touchpoint upselling approach, ensuring that the right offers reached guests at the right moments: Pre-Arrival Upsell Offers – Personalized upsell recommendations were embedded into automated pre-arrival messages, allowing guests to customize their stay before they even arrived. Online Check-In Integration – Upsell options were seamlessly presented during the check-in process, maximizing engagement at a key decision-making moment. In-Stay Engagement via the Guest App – Guests could explore and purchase additional upsells at their convenience throughout their stay. Data-Driven Optimization – By analyzing guest behavior, the hotel identified a pattern of early arrivals and introduced early check-in as a paid upsell, further increasing revenue. By positioning upsell opportunities at multiple stages of the guest journey and across different platforms, Pullman Tour Eiffel maximized conversion rates.
Elevated Guest Satisfaction & Positive Online Reviews: Pullman Tour Eiffel maintained a 4.8 guest satisfaction score within Duve’s internal rating system. By implementing a strategic approach, Duve’s Guest Relations team proactively identified guest sentiment before departure, allowing the hotel team to personally address any concerns from lower-sentiment guests—ensuring a more positive experience and reducing negative online reviews.
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