Grand Hotel Amrâth Amsterdam boosts upsell revenue by 284% with Oaky’s Front Desk Upselling

GUEST EXPERIENCE

Front desk upselling had always been part of Grand Hotel Amrâth Amsterdam’s culture, but the manual process made it more of a burden than a benefit. Within just a few months, the hotel increased upsell revenue by 284% while making upselling easier and more natural for staff and guests. Team motivation also improved.

Why it matters: When upselling depended on manual work, staff spent time switching between systems, checking availability by hand, and manually booking upgrades. This caused mistakes like overbookings, limited visibility into results, and an incentive program that was slow and difficult to manage. The process limited revenue and frustrated the team, who couldn’t clearly see the impact of their efforts.

With Oaky integrated into Mews, their PMS, front desk agents see all relevant and available room upgrades and ancillary services, along with pricing ranges and their commission. This automation makes upselling faster, reduces admin work and errors, and helps staff confidently offer the right options to each guest.

Top 3 Core Objectives: Grand Hotel Amrâth Amsterdam needed to move away from a broken manual system that drained staff energy and left money on the table. Their goal was to simplify upselling for the team, ensure accurate results, and grow revenue at the front desk.

Simplify and automate upselling: Eliminate the manual, time-consuming process of checking availability and updating reservations across systems.
Fix incentive program struggles: Replace the manual tracking of upsell performance with real-time results and a clear incentive program.
Increase front desk revenue: Drive sales of both room upgrades and ancillary services by making upselling part of the natural guest conversation, while reducing the risk of overbooking or missed opportunities.

"Now, with everything in one place, the team can see room availability and upsell options easily, which reduces time spent checking different systems. It also makes upselling part of the natural conversation with guests."

Melissa Groenen

Front Office Manager

Innovators Mentioned

Amrâth Hôtels

Oaky by Plusgrade

Melissa Groenen

Front Office Manager

Amrâth Hôtels

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👍 Front Office Manager Melissa Groenen said that Oaky gave the team clear visibility into available options and allowing them to offer upgrades naturally during guest interactions.:

"Now, with everything in one place, the team can see room availability and upsell options easily, which reduces time spent checking different systems. It also makes upselling part of the natural conversation with guests."

⚖️ The selection process: During their research process, Melissa Groenen evaluated Oaky by Plusgrade's product differentiators, customer support, and holistic value as a strategic partner and ultimately decided that Oaky by Plusgrade was the best fit solution:

Front Office Manager Melissa Groenen said, about their decision: "The team quickly adapted to Oaky, as the system made upselling so much easier."

📈 The results: Within a few months of using Oaky, Grand Hotel Amrâth Amsterdam turned front desk upselling into a smooth, reliable process that increased revenue and improved team performance.

+284% increase in upsell revenue within a few months.
Team performance and motivation improved with real-time tracking and transparent incentives.
Guests received more relevant and personalized upsell options, making offers feel natural and increasing their likelihood to purchase.

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