Case Study

From Cumbersome To Profitable And Streamlined: The Upsell Transformation At Amari Phuket, Part Of ONYX Hospitality

Polina Fleminga

Oaky by Plusgrade · 十二月 06, 2023

Amari Phuket is a stunning, 5-star resort nestled in the secluded part of Patong Beach, Thailand. Part of the ONYX Hospitality Group, the resort provides guests with a private paradise featuring captivating views and a variety of enticing guest experiences and activities. Andres Abril, the Director of Revenue at the ONYX Hospitality Group, has shared his insights on how Oaky played a crucial role in making the upselling process seamless and effective, addressing their major pain point — manual upselling that yielded limited results and was cumbersome to implement.

Why it matters: According to Andres Abril, the resort recognised the necessity for a tool like Oaky when they realised the importance of having a reliable upsell software solution to streamline and automate their upselling strategies.

The manual upselling process was time-consuming and didn't significantly enhance the guest experience. Hence, they began searching for a user-friendly solution not only to streamline upsells but also ensure personalised, guest experiences, ultimately serving as a driver for additional revenue.

Top 3 Core Objectives: The resort has been looking for a tool that ensures automation while generating extra revenue and being easy to use.

Automation: Given that the hotel's primary challenge was the lack of upsell automation, their adoption of Oaky was focused on streamlining processes.
Simplicity: For the resort, it was crucial to use a solution that offers a simple and intuitive interface with a short learning curve.
Enhanced revenue: The software's ability to boost upsell revenue was equally important.

"Oaky has been instrumental in elevating our revenue performance. We witnessed a remarkable surge from under 100,000 THB (Thai Baht) to surpassing 200,000 THB monthly. This transformative impact translates into a substantial return on investment (ROI) for our property."

Andres Abril

Director of Revenue

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👍 Director of Revenue Andres Abril said that Oaky's contribution was crucial when evaluating revenue:

"Oaky has been instrumental in elevating our revenue performance. We witnessed a remarkable surge from under 100,000 THB (Thai Baht) to surpassing 200,000 THB monthly. This transformative impact translates into a substantial return on investment (ROI) for our property."

⚖️ The selection process: During their research process, Andres Abril 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 Revenue Andres Abril said, about their decision: "Our onboarding and customer support experience with Oaky has been nothing short of exceptional. The team was attentive and responsive and guided us seamlessly through the onboarding process. Any queries or concerns were promptly addressed."

📈 The results: As soon as the upselling process was set to autopilot, Amari Phuket started witnessing outstanding revenue results. With the powerful integration between IDeaS and Oaky, the revenue has been consistently amplifying ever since.

Room upgrade revenue has grown by 251% since the IDeaS integration roll-out compared to last year, the average room upgrade price has increased by 209%. In September 2023, room upgrade revenue showcased a remarkable uplift of 778% compared to the previous period in 2022.
Total upsell revenue has grown by 202% on average since the IDeaS roll-out, showcasing an impressive increase compared to the same period in 2022. In September alone, total upsell revenue soared, surpassing an extraordinary 555% increase.
High open rates (over 50% on average) have resulted in more than EUR 30,000 in upsell revenue generated for 2023.