How Sofitel Fiji Streamlined Operations and Generated €25K in Upsell Revenue in Just 2 Months

MARKETING

Located on the picturesque Denarau Island, Sofitel Fiji Hotel & Resort is one of the largest and most luxurious hotels in the country, offering 295 rooms split between an adults-only sanctuary and a family-friendly haven. As a destination resort, the team prioritizes both personalization and operational efficiency.

Why it matters: Sarah Aitken, E-Commerce & Digital Marketing Manager, partnered with Duve to transform how they engage with guests before they even arrive.

Sofitel Fiji is one of the first resorts in the country to implement a comprehensive guest experience app—and partnered with Duve to lead their digital transformation.

Top 3 Core Objectives: Before implementing Duve, the resort faced inefficiencies from manual pre-arrival communications, a non-personalized guest app, and limited upsell revenue due to reliance on front-desk interactions.

Manual Pre-Arrival Communications: Before Duve, most pre-arrival emails were sent manually two weeks prior to check-in, creating a major time drain for the team and inconsistency in guest engagement.
One-Size-Fits-All Guest App: The previous native app offered didn’t adapt experiences to different guest profiles. This was a mismatch for a resort with varying audiences—adults-only luxury seekers and families.
Missed Upsell Opportunities: While a previous solution was in place before Duve, it did not generate the same level of upsell revenue. Upselling efforts still largely depended on front-desk interactions, limiting their effectiveness and scalability.

Innovators Mentioned

Sofitel Fiji Hotel & Resort

Duve

Sarah Aitken

E-Commerce & Digital Marketing Manager

Sofitel Fiji Hotel & Resort

"What drew us to Duve was how effortlessly it automates the guest experience while still allowing for deep personalization. We had used another guest app before, but Duve truly takes it to the next level. For our team, it’s one unified platform—yet each guest receives a uniquely tailored experience."

Sarah Aitken

E-Commerce & Digital Marketing Manager

👍 E-Commerce & Digital Marketing Manager Sarah Aitken said that Duve truly takes it to next level.:

"What drew us to Duve was how effortlessly it automates the guest experience while still allowing for deep personalization. We had used another guest app before, but Duve truly takes it to the next level. For our team, it’s one unified platform—yet each guest receives a uniquely tailored experience."

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

E-Commerce & Digital Marketing Manager Sarah Aitken said, about their decision: "The segmentation tools, automation capabilities, and hands-on support from our Customer Success Manager have made a real difference. I’d say the best advice is to start small, get the basics right, and then scale—there’s unlimited potential with Duve."

📈 The results: Duve provided a centralized platform that automated and personalized guest engagement from start to finish. From online check-in to in-stay upsells and tailored guest content, Sofitel Fiji was able to deliver two unique experiences through one unified app.

€25,000+ in Upsell Revenue in Under 2 Months: By leveraging Duve’s advanced upselling tools, Sofitel Fiji delivered highly targeted offers—including room upgrades, spa treatments, day trips, and exclusive adults-only beach club access—tailored to guest profiles. This strategy generated over €25,000 in additional revenue in just two months, with a peak ROI of 505% in April and a consistent return above 250% since launching Duve.
Efficient, Personalized Arrivals: Online check-in gave the hotel’s team access to guest data—like birthdays and anniversaries—before arrival. This allowed them to prepare for special occasions and provide a more personalized welcome. It also streamlined operational flow at the front desk.
Targeted Content for Higher Engagement: The Guest App allowed Sofitel to deliver different experiences for different audiences—all while maintaining one platform. Adults-only guests and family travelers received tailored content, promotions, and upsells, making the experience feel personalized.

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