Sofitel Legend the Grand Amsterdam Begins Digital Upselling Journey

A 5-Star Property Steeped in History, Has Adopted Oaky as Their Digital Upselling Platform

Netherlands, Amsterdam, Noord Holland. December 14, 2020

Luxury hotel Sofitel Legend The Grand Amsterdam, a 5-star property steeped in history, has adopted Oaky as their digital upselling platform. Located in the heart of Amsterdam in a monumental canal-side building, the hotel's unparalleled reputation attracts visitors from all corners of the globe.

"As part of the hotel tech ensemble that we use at The Grand, Oaky fits in well. The platform is very hotel-oriented, and operates on a foundation of hotelier feedback and in-house hotel experience. Oaky enables us to capture the opportunities available to us via our property and brand, while giving us valuable insights trackable from the backend. A tool that is evolving in tandem with the increasingly digital needs of hoteliers." - Kees Hogetoorn, Director of Sales and Marketing at Sofitel Legend The Grand Amsterdam

Oaky's highlights for The Grand

The Grand uses Oaky alongside a pre-existing voucher system, allowing guests ample opportunity to discover their amenities. While satisfied with the performance of their vouchers, the hotel identified some inherent benefits to the Oaky approach. Beyond expanding the scope of experiences and revenue opportunities available at The Grand, the hotel appreciated the fact that Oaky's pre-arrival emails offered an additional digital opportunity to communicate with guests at an ideal time. The timing of pre-arrival emails allows the hotel to make contact during the all-important planning period that kicks in a few weeks before the guest makes their trip. Hogetoorn elaborates:

"Before guests go ahead and book three museums and three restaurants to visit in the duration of their stay, they receive a friendly email reminder about the many wonderful things they can treat themselves to at our hotel, including the beautiful indoor/outdoor settings of our restaurants and our spa."

In this unprecedented period of low travel, The Grand's start with digital upselling has yielded a modest yet reliable monthly sum, an encouraging feat that holds promise for busier times. The knowledge that a small amount of revenue has already begun trickling in pre-check-in has alleviated the pressure on the front desk, giving them more flexibility to focus on the myriad other things this department is responsible for. Hogetoorn describes this as having an extension to the front desk team:

"Using Oaky to upsell to guests before arrival feels like having an additional team member on the front desk, one that starts their shift much earlier and passes the fruits of their labour to the rest."

The Grand's future with Oaky

Having adopted their use of Oaky during the pandemic, The Grand plans to use this period of low demand to establish their baseline upsell offering and further explore the capabilities of Oaky when guests begin returning in larger numbers.

The hotel's staff are heading into 2021 with a goal to maximise upsell opportunities. This will include room upgrades, but also a focus on assessing which different aspects of the hotel's offering can be used in an upsell.

"We are very proud to welcome the iconic Sofitel Legend The Grand to the Oaky family. It is amazing to work with hotel teams who are doing everything to provide an amazing stay for their guests. We are looking forward to growing together throughout market recovery. " - Loïc Gabriël, Sales Manager at Oaky.



Tags: hotel technology, revenue management, upselling, hospitality, sofitel

About Oaky

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Anastassia Kravtsenko
PR & Events Manager
Oaky
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Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.