How a luxury island resort shifted from manual upselling and established a robust ancillary revenue stream

REVENUE MANAGEMENT

How a luxury island resort shifted from manual upselling and established a robust ancillary revenue stream

SAii Phi Phi Island Village is a tropical resort on a private, 800-metre stretch of pristine white sandy beach in the Andaman Sea, Thailand. It’s part of S Hotels and Resorts, a fast-growing hotel management company with 38 hotels in top destinations and renowned for crafting luxurious guest experiences. SAii Island Village is a true 5-star gem, offering its guests 189 traditional Thai-style bungalows and 12 exclusive Hillside Pool Villas, as well as a range of facilities.

Why it matters: Thom Dirkse, the Director of Digital Marketing at S Hotels and Resorts, recognised the necessity of providing personalised guest experiences through upselling and the potential revenue these could generate. However, the manual implementation of the process proved laborious and unproductive.

Discover how Oaky assisted SAiii Phi Phi Island Village in implementing streamlined and personalised upselling, leading to incredible revenue results.

Top 3 Core Objectives: SAii Phi Phi aimed to implement a sophisticated, upsell solution that was not only capable of addressing all their upselling needs but was also robust enough to unlock a new, solid revenue stream for them.

Establishing an additional revenue: The resort sought to optimise upsells by showcasing distinct experiences to both direct bookers and OTA guests, which opened new avenues to generate additional revenue beyond traditional bookings.
Automated upselling: For SAii Phi Phi, it was crucial to implement an upsell tool seamlessly integrated with various PMS systems while offering an intuitive interface.
Ongoing source of inspiration: Recognising the evolving preferences of modern travellers, SAii Phi Phi Island Village’s objective was to provide guests with ways to inspire creative and memorable experiences. Oaky not only became the point of inspiration for guests but also the software that enabled them to purchase these experiences.

Innovators Mentioned

S Hotels and Resorts

Oaky

Thom Dirkse

Director of diital Marketing

S Hotels and Resorts

"Throughout the year, we consistently beat new revenue records, with some months exceeding upsell revenue of 800,000 Thai Baht (around EUR 20,790). The ongoing success is evident, and we're seeing positive trends that indicate the potential for even higher achievements. While our initial goal was to generate 1 million Thai Baht in a single month next year, the prospect of surpassing that milestone is now within reach, thanks to the innovative two-way Oaky & OPERA Cloud integration we recently activated."

Thom Dirkse

Director of diital Marketing

👍 Director of diital Marketing Thom Dirkse said that Generating exceptional amounts of revenue due to seamless integration with Oaky & OPERA Cloud:

"Throughout the year, we consistently beat new revenue records, with some months exceeding upsell revenue of 800,000 Thai Baht (around EUR 20,790). The ongoing success is evident, and we're seeing positive trends that indicate the potential for even higher achievements. While our initial goal was to generate 1 million Thai Baht in a single month next year, the prospect of surpassing that milestone is now within reach, thanks to the innovative two-way Oaky & OPERA Cloud integration we recently activated."

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

Director of diital Marketing Thom Dirkse said, about their decision: "We experience excellent customer support. The insightful monthly breakdowns from Oaky guide us in refining our room upgrades and enhancing our services. As a young and progressive company with a professional approach, Oaky aligns seamlessly with the mentality of S Hotels and Resorts, both dedicated to constant development and improvement."

📈 The results: The introduction of Oaky’s automated Pre-Stay module revolutionised this process. Now, the hotel team can proactively present enticing, personalised upsell offerings to arriving guests. Beyond room upgrades, they can also showcase ancillary services, including exquisite options like Beach Dinners under the Stars, Island Exploration Tours, and Floating Breakfasts.

Exceeding EUR 20,000 in additional monthly revenue
With an average conversion rate of 10%, Oaky has facilitated an average of EUR 58 in extra revenue per room per month
Capitalising on ancillary services (going beyond room upgrades)