Improved communication and guest experience: How the Radisson Blu Hotel, Dubai Waterfront benefits from automated In-stay Upselling

REVENUE MANAGEMENT

Improved communication and guest experience: How the Radisson Blu Hotel, Dubai Waterfront benefits from automated In-stay Upselling

Using upselling and cross-selling pre-arrival and during check-in is a good start. However, this leaves the entire in-house phase untapped.

Why it matters: That’s why Oaky recently released its automated In-stay Upselling module. It allows hotels to leverage the power of upselling even once guests are in-house. This means travellers can now customise their experience throughout the entire guest journey.

Over the past months, the Radisson Blu Hotel, Dubai Waterfront had piloted this new solution and is now using it, seeing some fantastic results.

Top 3 Core Objectives: Radisson Blu Hotel, Dubai Waterfront decided to implement Oaky’s In-Stay Upselling to enhance efficiency in managing guest requests throughout the stay.

Streamlined internal communication: Handling communication around last-minute requests for add-on services used to create a challenge at the Radisson Blu Hotel, Dubai Waterfront. In some cases, staff confirmed requests, but this information fell through the cracks on its way to the operational departments. That created tension among the teams and meant guest expectations weren’t met.
Automated in-stay messages: In the past, the large volume of incoming messages meant the hotel’s team couldn’t handle them all immediately. This resulted in slow responses or sometimes even a delay in the requested service. Unsurprisingly, that led to dissatisfied guests and complaints.
User-friendly set-up: Oaky’s proven track record in upselling, its user-friendliness and easy set-up made the In-stay Upselling module the first choice for Radisson Blu Hotel, Dubai Waterfront.

Innovators Mentioned

Radisson Blu Dubai Waterfront

Oaky

Melody Obias

Cluster Reservations Manager

Radisson Blu Dubai Waterfront

"Oaky’s automated In-stay Upselling module is fantastic. It brings together everything we wanted in an upselling tool. It’s very easy to use and it streamlined our internal and guest communication with perfectly branded messages. On top of that, the collaboration with Oaky’s team has been great. All this combined has been the key to driving success with upselling and boosting revenue. Go ahead and try it!"

Melody Obias

Cluster Reservations Manager

👍 Cluster Reservations Manager Melody Obias said that Increased revenue and enhanced convenience for guests when booking additional services during their stay:

"Oaky’s automated In-stay Upselling module is fantastic. It brings together everything we wanted in an upselling tool. It’s very easy to use and it streamlined our internal and guest communication with perfectly branded messages. On top of that, the collaboration with Oaky’s team has been great. All this combined has been the key to driving success with upselling and boosting revenue. Go ahead and try it!"

⚖️ The selection process: During their research process, Melody Obias 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 Reservations Manager Melody Obias said, about their decision: "We were aware that the challenges with our internal communication negatively impacted the staff and the guest experience. We examined these challenges and realised that automated In-stay Upselling would simplify and streamline communication around add-on requests. Oaky’s new module for this was the obvious choice since the team was already using the platform successfully for pre-stay upselling"

📈 The results: The implementation of automated In-Stay Upselling improved guest satisfaction by providing staff with a streamlined process for handling requests straight in the Oaky dashboard, resulting in quicker responses and increased customisation options during guests' stays, ultimately leading to more positive reviews.

Smoother communication
Improved guest experience
Boosted hotel's top line