An ROI of 18 and Amplified Personalisation: How Elite Hotels Use Oaky to Achieve Fantastic Upsell Results

REVENUE MANAGEMENT

Elite Hotels of Sweden is a prominent and well-respected hotel chain in Sweden, boasting over 30 distinctive properties in major cities. Guided by its core pillars — tradition, quality, and flair — the chain has built a reputation for delivering top-notch service, maintaining the hotel management tradition, and creating memorable guest experiences.

Why it matters: Given the diverse range of guests the hotel chain caters to, tailoring experiences to specific guest segments became pivotal in enhancing overall guest satisfaction.

In our discussion with Ronja McMullen, Assistant Director of Revenue Management, we explored how Oaky enables personalised guest experiences with segmentation, drives ancillary revenue, and ensures alignment of the value proposition across the entire chain with chain dashboard capabilities.

Top 3 Core Objectives: Elite Hotels of Sweden sought to diversify revenue streams by increasing ancillary revenue and boosting room revenue. They also aimed to streamline manual tasks for the hotel team and provide distinctive guest experiences tailored to loyal, corporate and leisure guests.

Boost Ancillary Revenue: To boost revenue from room upgrades, the chain sought a tool to empower teams to upsell room upgrades effectively, ensuring maximum occupancy and revenue capture.
Create Unique Guest Journeys: Catering to a significant number of corporate guests, the hotel aimed to provide tailored deals for conference stays. Implementing a segmented value proposition for different guest personas allowed the hotel to curate unforgettable experiences for both corporate and loyal members.
Automated Upselling: By introducing automated upselling, the hotel group aimed to relieve the front desk team of the manual efforts. This initiative not only freed up valuable time but also equipped the team with the right tools to offer room upgrades seamlessly through automated inventory management.

Innovators Mentioned

Elite Hotels of Sweden

Oaky by Plusgrade

Ronja McMullen

Assistant Director of Revenue Management

Elite Hotels of Sweden

"Oaky is not just a tool; it's a delightful and rewarding experience. Our next goal is to double the revenue we generate with Oaky. With our emphasis on segmentation strategy and the implementation of a 2-way integration in the pilot, which has effectively lowered the room upgrade rejection rate, we are optimistic about reaching our new target."

Ronja McMullen

Assistant Director of Revenue Management

👍 Assistant Director of Revenue Management Ronja McMullen said that Oaky has brought unimaginable revenue gains:

"Oaky is not just a tool; it's a delightful and rewarding experience. Our next goal is to double the revenue we generate with Oaky. With our emphasis on segmentation strategy and the implementation of a 2-way integration in the pilot, which has effectively lowered the room upgrade rejection rate, we are optimistic about reaching our new target."

⚖️ The selection process: During their research process, Ronja McMullen 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:

Assistant Director of Revenue Management Ronja McMullen said, about their decision: "Working with Oaky is a breeze. Their customer service is top-notch, making the learning process enjoyable as we explore various features, delve into detail, and experiment with different settings."

📈 The results: Elite Hotels of Sweden redefined their revenue landscape and achieved remarkable results across their chain with Oaky.

An increase of 27.7% in room upgrade and service sales since Ronja McMullen has started implementing Oaky at the chain level
Elite Stadshotellet Karlstad and Elite Plaza Hotel Malmö showcased outstanding ROI, with values of 18 and 15, respectively, underscoring the impactful financial gains facilitated by Oaky
Elite Palace Hotel experienced a remarkable revenue growth rate of 63% compared to 2022.