How The Gate Collection Achieved a 5x Increase in App Engagement and 1030% ROI with Duve's Guest Experience Suite

GUEST EXPERIENCE

How The Gate Collection Achieved a 5x Increase in App Engagement and 1030% ROI with Duve's Guest Experience Suite

Gate Collection, a luxury and lifestyle hotel collection with over 1,000 rooms across four hotels (with three in Paris and one in Washington DC), has revolutionized its guest experience with Duve. Prior to partnering with Duve, The Gate Collection faced challenges in structuring their guest journey, which limited their potential to maximize revenue and enhance guest satisfaction.

Why it matters: The Gate Collection implemented Duve in three of their hotels including Hôtel du Collectionneur, Hôtel Le Patio Bastille, and Les Jardins du Marais.

With Duve, they have established a seamless, structured guest journey, significantly improving guest engagement and revenue generation before and during the guest-stay.

Top 3 Core Objectives: The hotel faced challenges in guiding guests through their journey, from booking to post-stay, due to fragmented technology integration and limited communication tools, leading to operational inefficiencies and missed revenue opportunities. The solution involved strategically connecting systems to enhance the guest experience, streamline operations, and unlock additional revenue potential.

Unstructured guest journey: Lack of a clear strategy to guide guests from booking to post-stay, affecting guest satisfaction and resulting in time-consuming management tasks. Despite having an advanced technology infrastructure, including Opera Cloud (connected via OHIP), Worldline PSP, and Room Checking, the integration of these systems to streamline the guest experience and operational efficiency remained a key challenge. The solution involved strategically connecting these technologies to ensure a seamless guest journey, enhancing both satisfaction and team productivity.
Limited guest engagement: The lack of tools for seamlessly communicating with guests before arrival and during stay limited their ability to streamline the journey.
Missed out revenue potential: Reliance on manual processes and outdated communication methods resulted in missed revenue opportunities.

Innovators Mentioned

The Gate Collection

Duve

Quentin Remy

Deputy Director of Revenue and Reservations

The Gate Collection

"Duve has transformed how we interact with our guests. When managing a 5-star hotel, it’s not just about offering a bed but providing a memorable experience. Duve’s platform enables us to treat each guest as an individual, enhancing engagement and ensuring we’re proactive in meeting their needs."

Quentin Remy

Deputy Director of Revenue and Reservations

👍 Deputy Director of Revenue and Reservations Quentin Remy said that Duve’s platform enables them to treat each guest as an individual:

"Duve has transformed how we interact with our guests. When managing a 5-star hotel, it’s not just about offering a bed but providing a memorable experience. Duve’s platform enables us to treat each guest as an individual, enhancing engagement and ensuring we’re proactive in meeting their needs."

⚖️ The selection process: During their research process, Quentin Remy evaluated Duve's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Duve was the best fit solution:

Deputy Director of Revenue and Reservations Quentin Remy said, about their decision: "Duve helps us ensure that we facilitate their experience throughout the entire journey."

📈 The results: Duve has equipped The Gate Collection with a guest experience platform that enhances the guest journey across its three unique brands. By utilizing Duve's comprehensive suite—including online check-in, a versatile communication hub, upselling tools, and customizable guest apps—The Gate Collection has been able to personalize the guest experience for their guests staying at each of their 3 brands.

By employing strategies such as WiFi redirects and Duve's digital spots for QR code placement in rooms, the hotel significantly increased guest app engagement, particularly at Hôtel du Collectionneur, resulting in a 5x usage uptick. These methods seamlessly directed guests to their personal app upon connecting to the hotel's WiFi or scanning QR codes, enhancing interaction with hotel staff.
1030% ROI from upsells: Targeted upselling through Duve, such as early check-ins and Valentine's Day packages, dramatically increased revenue, with early check-in alone generating over €28,600 in 2023 at Hôtel du Collectionneur, one of the group’s top hotels.
The Gate Collection leverages Duve's Scheduled Messages and Automated Reminders to streamline interactions throughout the guest's stay, from pre-check-in to personalized upsell opportunities. As a 5-star hotel group, delivering customized experiences is crucial. Through Duve's advanced communication tools, the hotel crafts personalized messages that resonate with individual guest profiles. This strategic approach not only elevates the guest experience but also significantly reduces the workload on the marketing and revenue teams by automating personalized communication at scale.