A 69% increase in guest request acceptance rate: Anantara Siam Bangkok's journey to enhanced guest experience and revenue with the Oaky x OPERA Cloud via OHIP integration

REVENUE MANAGEMENT

Part of Minor Hotels, Anantara Siam Bangkok boasts a prime location and iconic design, offering guests a serene space in a truly tropical oasis. Touches like a butler service, executive lounge spaces, and hand-painted silk murals create a sense of exclusivity in the middle of a bustling city.

Why it matters: Anchisa Suwankun, the Assistant Director of E-Commerce & Digital Campaigns at Minor Hotels, delves deeper into the hotel’s success with Oaky.

From the early days of adopting Oaky to recently switching to the Oaky x OPERA Cloud 2-way integration via OHIP, it has helped the hotel to boost revenue, improve team motivation, and refine the guest experience.

Top 3 Core Objectives: Prior to adopting Oaky, Anantara Siam Bangkok faced several challenges that prevented it from effectively upselling additional services to guests. The team relied on manual processes, which were time-consuming and decreased the hotel team’s productivity. On top of that, their approach also lacked personalization. All in all, with the Oaky implementation, the hotel wanted to achieve the following objectives:

Automated Upselling: Move away from manual upselling and streamline the process of presenting a wide array of deals and services to guests at the most opportune times.
Personalized Upsell: Offer more personalised and targeted upsell opportunities to different guest segments.
Maximize Hotel Upsell Revenue: Increase average spend per guest and revenue from ancillary services by realising the entire hotel upsell potential.

Innovators Mentioned

Anantara Hotels & Resorts

Oaky

Anchisa Suwankun

Assistant Director of E-Commerce & Digital Campaigns

Anantara Hotels & Resorts

"Oaky and Opera Cloud 2-way integration has been a game-changer for us. It's supercharged our operations, making things smoother and faster. Our team can now focus on delivering exceptional guest experiences, while we maximize revenue with dynamic room upgrade pricing adjustments. It’s like having a powerful assistant that’s always on top of things, ensuring we capture every opportunity."

Anchisa Suwankun

Assistant Director of E-Commerce & Digital Campaigns

👍 Assistant Director of E-Commerce & Digital Campaigns Anchisa Suwankun said that integrating Oaky with a PMS significantly improves hotel performance by optimizing operations and boosting key metrics like revenue and guest satisfaction.:

"Oaky and Opera Cloud 2-way integration has been a game-changer for us. It's supercharged our operations, making things smoother and faster. Our team can now focus on delivering exceptional guest experiences, while we maximize revenue with dynamic room upgrade pricing adjustments. It’s like having a powerful assistant that’s always on top of things, ensuring we capture every opportunity."

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

Assistant Director of E-Commerce & Digital Campaigns Anchisa Suwankun said, about their decision: "By implementing the Oaky-Opera Cloud 2-way integration, we've significantly streamlined operations for our teams. The automated approval process for guest requests has reduced processing time from hours to mere minutes, freeing up valuable time for our staff to focus on higher-value tasks and enhancing overall productivity."

📈 The results: Opera CLOUD x Oaky 2-way integration and the team’s upselling mastery and enthusiasm about Oaky were essential contributors to the hotel’s financial success. It positively impacted the following three key pillars that are fundamental to all hotels:

RevPAR and incremental revenue improvement: Since the two-way RevPAR and incremental revenue increase: the total approved revenue increased by 37.95%, and rejected revenue for upgrades dropped by 58.65% between September and December 2023, compared to the same period last year.
Guest experience enhancements: With the two-way integration, the hotel took the guest experience to the next level by decreasing the number of guest rejections. This led to a significant improvement of 69% in guest request acceptance rate.
Team satisfaction: Thanks to automation and real-time sync, the hotel’s team saves 5 minutes per guest request.

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