Case Study

City Oasis Inn finds perfect partner with SiteMinder’s smart platform

Ereena Rosli

SiteMinder · 七月 18, 2024

A 4-star property, City Oasis Inn is located in the tropical haven of Townsville in the north of Queensland, Australia. Ideally situated at the heart of the thriving tourism hotspot, City Oasis offers spacious comfortable rooms equipped with a kitchenette, free WiFi, an award-winning lagoon style pool, tropical BBQ area, dine-in restaurant, and free access to the nearby gym and memorial baths. Guests will have all the relaxation they need when they aren’t out wandering the bustling city, hitting the beach or exploring the wondrous natural environment.

Why it matters: Filling the technology gap.

City Oasis wanted to streamline and improve guest communications but were lacking the technology to do so.

Top 3 Core Objectives: Enable greater online visibility to boost bookings and automates inventory management to reduce manual work.

Automated Guest Communication: Streamline and improve guest communications by automating pre and post-stay emails, enhancing guest satisfaction and reduce manual work.
Enhance Revenue through Upselling: Increase revenue by leveraging personalised guest interactions and targeted offers facilitated by Guest Engagement, maximising upsell opportunities and enhancing guest experience.
Boost bookings and visibility: Enhance online visibility and increase direct bookings by leveraging Demand Plus and the Channel Manager, thereby reducing dependency on OTAs and improving revenue per booking.

""The centralised nature of Channel Manager has greatly assisted City Oasis administratively and operationally – the fact that there is an interface with our CRM definitely helps. It’s a big difference from doing everything manually," explained Katie."

Katie Cheetham

Reservations Manager

👍 Reservations Manager Katie Cheetham said that SiteMinder's Channel manager has significantly improved City Oasis's administrative and operational tasks.:

""The centralised nature of Channel Manager has greatly assisted City Oasis administratively and operationally – the fact that there is an interface with our CRM definitely helps. It’s a big difference from doing everything manually," explained Katie."

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

Reservations Manager Katie Cheetham said, about their decision: "We are no longer manually sending email to follow-up with guests after check-out. We’re also able to automatically request feedback from guests who have checked out prior to our office opening, explained Katie."

📈 The results: City Oasis Inn has improved operations and guest satisfaction by automating communications, boosting direct bookings, and streamlining tasks through SiteMinder.

Enhanced guest experience. “Guests love the convenience of the QR code too – we have so much information to give guests upon their arrival that it’s great to be able to tell them the info verbally and then follow up with the QR code which easily lets them access any information on their phone.”
Improved direct booking opportunities.
Streamlined manual work. "The online guest directory has enabled us to give the most up-to-date information to our guests without having to print out new pages and update each room individually.”