A 69% increase in guest request acceptance rate: Anantara Siam Bangkok's journey to enhanced guest experience and revenue with the Oaky x OPERA Cloud via OHIP integration

Part of Minor Hotels, Anantara Siam Bangkok boasts a prime location and iconic design, offering guests a serene space in a truly tropical oasis. Touches like a butler service, executive lounge spaces, and hand-painted silk murals create a sense of exclusivity in the middle of a bustling city.

Boonchai Siriteerawasu, former Cluster eCommerce Director at Minor Hotels, and Anchisa Suwankun, the Assistant Director of E-Commerce & Digital Campaigns at Minor Hotels, delve deeper into the hotel’s success with Oaky. From the early days of adopting Oaky to recently switching to the Oaky x OPERA Cloud 2-way integration via OHIP, it has helped the hotel to boost revenue, improve team motivation, and refine the guest experience.

Read on to learn how Oaky has helped the hotel address the challenges of manual upselling, enabling the hotel to capitalise on its room and service inventory.

Challenges: Time-consuming upselling and lack of personalisation resulting in an ineffective process

Prior to adopting Oaky, Anantara Siam Bangkok faced several challenges that prevented it from effectively upselling additional services to guests. Boonchai explains that the team relied on manual processes, which were time-consuming and decreased the hotel team’s productivity.

On top of that, their approach also lacked personalisation. All in all, with the Oaky implementation, the hotel wanted to achieve the following objectives:

• Move away from manual upselling and streamline the process of presenting a wide array of deals and services to guests at the most opportune times.

• Offer more personalised and targeted upsell opportunities to different guest segments.

• Increase average spend per guest and revenue from ancillary services by realising the entire hotel upsell potential.

Taking upselling efforts to new heights: The experience of Anantara Siam Bangkok with the two-way Oaky and OPERA Cloud integration via OHIP

Thanks to Oaky's excellent support, the team at Anantara Siam Bangkok quickly embraced Oaky's platform. Boonchai also praises his team’s dedication and willingness to adopt the new technology. Boonchai notes:

His team's receptiveness towards adopting Oaky coupled with the software’s high level of support and intuitiveness, led promptly to refined guest experiences.

To further enhance the efficiency of their upselling process and offer an even more delightful experience to guests, the next step in management’s strategic direction was the implementation of the 2-way integration between Oaky and OPERA Cloud via OHIP.

It’s a decision that’s only delivered fantastic results for the hotel thus far.

With the 2-way integration, which ensures a full sync between Oaky and OPERA Cloud so that reservation data flows in both directions, Anantara Siam Bangkok now enjoys an even more hassle and error-free process.

Boonchai explains,

This integration and the team’s upselling mastery and enthusiasm about Oaky were essential contributors to the hotel’s financial success. It positively impacted the following three key pillars that are fundamental to all hotels:

1. RevPAR and incremental revenue improvement

Since the two-way integration rollout, the total approved revenue increased by 37.95%, and rejected revenue for upgrades dropped by 58.65% between September and December 2023, compared to the same period last year.

What’s more, with dynamic pricing activated for the 2-way integration, the room upgrade supplement rate increased by 22.72%.

Boonchai highlights the dynamic pricing feature enabled by the two-way integration as one of the biggest benefits. It has completely transformed their approach to room upgrades. Now, with dynamic pricing activated, the hotel can meet demand better and extend its dynamic pricing strategy to room upgrades. This way, they can capitalise more on rooms as well as room upgrades, providing additional avenues for unlocking incremental revenue.

2. Guest experience enhancements

With Oaky on board, the hotel established a robust system for communicating its deals and updates to guests prior to their arrival. With the two-way integration, the hotel took the guest experience to the next level by decreasing the number of guest rejections. This led to a significant improvement of 69% in guest request acceptance rate.

By getting immediate confirmations of their requested deals, guests feel more welcome which shapes a more positive impression of the hotel even before guests arrive.

3. Team satisfaction

The hotel team can enjoy significant time-saving benefits, too. Thanks to automation and real-time sync, the hotel’s team saves 5 minutes per guest request. This translates into significant time-saving benefits each month and elevated guest satisfaction. Boonchai highlights,

Bottom line

The benefits of the integration and Anantara Siam Bangkok’s great job of introducing technology proved effective on so many levels. The increased efficiency and productivity that their team enjoy is a game-changer for incremental revenue optimisation and guest satisfaction. Anchisa concludes,