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: Boonchai Siriteerawasu, the Cluster eCommerce Director 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. Boonchai explains that 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

Boonchai Siriteerawasu

Cluster Director of eCommerce

Anantara Hotels & Resorts

"I highly recommend other hoteliers to explore implementing a 2-way integration between Oaky and their PMS. It’s a game-changer, streamlining operations and unlocking better results across revenue, guest experience, and team productivity metrics."

Boonchai Siriteerawasu

Cluster Director of eCommerce

👍 Cluster Director of eCommerce Boonchai Siriteerawasu said that integrating Oaky with a PMS significantly improves hotel performance by optimizing operations and boosting key metrics like revenue and guest satisfaction.:

"I highly recommend other hoteliers to explore implementing a 2-way integration between Oaky and their PMS. It’s a game-changer, streamlining operations and unlocking better results across revenue, guest experience, and team productivity metrics."

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

Cluster Director of eCommerce Boonchai Siriteerawasu said, about their decision: "My team members have been incredibly receptive to adopting Oaky. Their feedback emphasizes its user-friendliness and how it enables them to better focus on enhancing the guest experience."

📈 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.