Nobis Hospitality Group embarks on a personalised upselling journey

REVENUE MANAGEMENT

Nobis, the popular collection of design hotels from Sweden, now works with Oaky to further enhance their guest experience.

Why it matters: Stockholm-based Nobis Hospitality Group, a collection of first-class properties in Sweden, Denmark and soon Spain, have rolled out Oaky as their digital upselling platform during COVID-19. The family-run hospitality group is known for its stylish design and utmost dedication to its guests’ comfort and wellbeing.

Their new approach to upselling and pre-arrival communication reflected this credo and offered travellers an even deeper brand experience.

Top 3 Core Objectives: Nobis Hospitality Group aimed to offer fully branded experiences throughout the guest journey and to enlighten guests with Pre-Stay Upselling.

Immersive guest experience: Nobis Hospitality Group has always focused on creating a fully branded experience throughout the entire guest journey. The company was planning to take a step further by using Oaky to reach out to guests with personalised messages during the pre-arrival phase.
Unique set of offers: The goal was to ensure the right deal always gets in front of the right guest. Nobis was ready to test a variety of new deals to discover which ones their guests prefer.
Visibility of ancillary services: Sebastian Arnshelm, Director of Sales and Revenue Management at Nobis Hospitality Group, elaborates: “Before we began using Oaky, our reception team would highlight some of our ancillary services to guests upon arrival. But there’s only so much time and opportunity to offer add-ons during check-in. Sending out pre-arrival offers gives guests more time to browse and pick the ones they’re interested in. This allows them to create the stay they want well before they even reach the hotel. It also primes travellers for on-arrival upselling because they’ve seen the offers in their email and are more likely to go for one when a front desk agent proposes it.”

Innovators Mentioned

Nobis Hospitality Group

Oaky by Plusgrade

Sebastian Arnshelm

Director of Sales and Revenue Management

Nobis Hospitality Group

"After a short and straightforward onboarding process, we immediately started seeing results with Oaky, despite reduced demand due to the pandemic. It’s been interesting to test various offers and signature services at our different properties and give guests the chance to tailor their experience with both free and paid add-ons."

Sebastian Arnshelm

Director of Sales and Revenue Management

👍 Director of Sales and Revenue Management Sebastian Arnshelm said that Tailored guest experience through Oaky:

"After a short and straightforward onboarding process, we immediately started seeing results with Oaky, despite reduced demand due to the pandemic. It’s been interesting to test various offers and signature services at our different properties and give guests the chance to tailor their experience with both free and paid add-ons."

⚖️ The selection process: During their research process, Sebastian Arnshelm 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:

Director of Sales and Revenue Management Sebastian Arnshelm said, about their decision: "We want our staff to focus on the guest, not on managing tools, so we needed a platform that’s straightforward yet fully customisable to our brand standards. Oaky provides that. Our team can quickly update offers and messages via the intuitive interface when needed and leave the rest on autopilot while they take care of guests."

📈 The results: Through pre-arrival communication, personalised offers, and an efficient upselling process, Nobis Hospitality Group not only increased monthly revenue but also freed up staff to focus on guest service, ensuring a fully branded and immersive guest journey.

Reliable boost of monthly revenue at Nobis’ properties
Ease of use - the staff spends little time managing the upselling platform while focusing all the effort on the guest experience.
Achieving an impressive monthly average ROI of 8.6X for one of the properties, resulting in an eightfold increase in upsell revenue compared to the investment cost.