TRevPAR Growth & Tailored Guest Experiences: How Sofitel Legend The Grand Amsterdam Harnesses the Power of Oaky's Pre-arrival Upselling

REVENUE MANAGEMENT

TRevPAR Growth & Tailored Guest Experiences: How Sofitel Legend The Grand Amsterdam Harnesses the Power of Oaky's Pre-arrival Upselling

Luxury hotel Sofitel Legend The Grand Amsterdam, a 5-star property steeped in history, is keeping with the times with Oaky as their digital upselling platform. Located in the heart of Amsterdam in a monumental canal-side building, the hotel’s grandiose courtyard and walled gardens are vestiges of a former convent.

Why it matters: Being a multi-faceted hotel that is rich in opportunities for unparalleled experiences, Oaky’s Pre-Stay Upsell makes it possible to communicate these offers to the guest at an ideal time.

The timing of pre-arrival emails allows the hotel to make contact during the all-important planning period that kicks in a few weeks before the guest makes their trip.

Top 3 Core Objectives: Sofitel Legend The Grand Amsterdam has started using Okay to enhance guest engagement pre-arrival, increase upsell revenues, and improve TRevPAR while also fostering better communication with guests through easily accessible email interactions.

Increased guest engagement: Providing upsell opportunities prior to guests' arrival not only allows the hotel to offer tailored services upon check-in but also primes guests with the idea of enhanced offerings, making them more receptive to personalised experiences.
Yearlong revenue generation: The hotel ensures higher occupancy for suites and sells higher room type categories by applying dynamic pricing and data-based discounts.
Ease of use: No specific technical knowledge is required to start using Oaky successfully.

Innovators Mentioned

Sofitel Legend The Grand Amsterdam

Oaky

Chrystal Timmerman

Director of Revenue Management

Sofitel Legend The Grand Amsterdam

"Oaky's pre-arrival guest communication is exceptional. It allows us to establish a meaningful connection with guests, creating excitement and anticipation before their stay. Furthermore, for a hotel with a diverse range of room options, Oaky effectively facilitates the upselling of our remaining rooms to higher categories, ultimately boosting our RevPAR."

Chrystal Timmerman

Director of Revenue Management

👍 Director of Revenue Management Chrystal Timmerman said that establishing meaningful connections with the guests while also enhancing upselling opportunities and increasing RevPAR contribution:

"Oaky's pre-arrival guest communication is exceptional. It allows us to establish a meaningful connection with guests, creating excitement and anticipation before their stay. Furthermore, for a hotel with a diverse range of room options, Oaky effectively facilitates the upselling of our remaining rooms to higher categories, ultimately boosting our RevPAR."

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

Director of Revenue Management Chrystal Timmerman said, about their decision: "The reason why Oaky is perfect for us is that we can implement it pre-arrival. Since the interaction with a guest happens via email, it’s very low-key. At the same time, guests can reach out to us with all sorts of questions, and we have the nice opportunity to get them excited about their upcoming stay before they arrive."

📈 The results: In December 2022, the hotel earned EUR 11,361 in total upsell revenue with pre-arrival upselling. Sofitel Legend The Grand Amsterdam did exceptionally well in upselling a Junior Suite, Luxury Room with a Canal View and a Prestige Suite.

Oaky generated an additional EUR 11,361 in upsell revenue in December 2022
4.8% of the guests had upgraded their room via the Oaky
88% of hotel guests had opened Oaky's email, achieving a significant 12.2% service conversion rate.