How Clarion Hotel Sign achieved a +381% increase in upsell revenue with Oaky’s Front Desk Upselling

REVENUE MANAGEMENT

Clarion Hotel Sign (part of Strawberry), a prestigious 4-star hotel in the heart of Stockholm, is known for its modern meeting spaces, large spa, and its commitment to enhancing guest experiences. To improve service efficiency at the front desk and optimize revenue, the hotel implemented Oaky’s Front Desk Upselling solution.

Why it matters: Upselling at the front desk can be challenging, yet it remains a vital source of ancillary revenue. As Assistant Welcome Office Manager Emil Ingvarsson highlights: "Selling is crucial in the hotel business, and having a system is an essential element in enabling consistency in sales."

Emil spearheaded the setup and led the team in effectively leveraging the Oaky solution, which resulted in a significant 381.33% increase in upsell revenue in the first few months of using the solution.

Top 3 Core Objectives: Clarion Hotel Sign was looking for a way to transform the upselling process at the front desk, making it less troublesome and more motivating for the team.

No more manual work: The hotel’s previous system didn’t integrate with its property management system (PMS), Mews. The front desk agents had to juggle two systems to cross-check data, availability, and commissions for successful upsells. This made the process time-consuming and unscalable.
Boost team motivation: Previously, employees lacked insight into their commission earnings per upsell, which impacted motivation. On top of that, the old system didn’t allow for tracking team performance and setting goals.
Maximize upsell revenue: Without a structured upselling strategy and integrated systems, the hotel struggled to maximize revenue from room upgrades and additional services at check-in.

Innovators Mentioned

Strawberry

Oaky by Plusgrade

Emil Ingvarsson

Assistant Welcome Office Manager

Strawberry

"Oaky makes it easy for everyone to engage with upselling, and the team is motivated by seeing how close they get to their goals. It’s a great system that keeps everyone engaged and focused on success"

Emil Ingvarsson

Assistant Welcome Office Manager

👍 Assistant Welcome Office Manager Emil Ingvarsson said that having a system in place that tracks commissions in real-time was key to boosting upsell performance & team motivation at the front desk:

"Oaky makes it easy for everyone to engage with upselling, and the team is motivated by seeing how close they get to their goals. It’s a great system that keeps everyone engaged and focused on success"

⚖️ The selection process: During their research process, Emil Ingvarsson 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 Welcome Office Manager Emil Ingvarsson said, about their decision: "Pre-arrival and Front Desk Upselling complement each other well and help elevate guest satisfaction. Guests appreciate the opportunity to book a higher-category room or packages in advance, and selling early check-in and late check-out is easier at the front desk, as we can ensure accurate availability and avoid guest frustration."

📈 The results: After integrating the systems, Clarion Hotel Sign streamlined its upselling process and achieved an impressive 381.33% increase in upsell revenue within just a few months of using Oaky’s Front Desk Upselling.

Seamless system integration & efficiency - Integrating Oaky with the hotel’s PMS significantly reduced manual workload and optimized front desk operations. Emil highlights, “The integration between Oaky and Mews is amazing. Everything is straightforward—once you’ve set up a service in Oaky, it’s easy to add it in Mews with just a few clicks.”
Higher team engagement & motivation – The built-in incentive program boosted team confidence and motivation, encouraging staff to upsell more effectively.
Considerable upsell revenue growth - The average upsell revenue per guest per month reached €47.57 (from November 2024 to March 2025), significantly boosting the hotel’s total revenue.