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

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. Assistant Welcome Office Manager, Emil Ingvarsson, 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.

Transforming the Upselling Process: From Challenging to Smooth and Motivating

“Selling is crucial in the hotel business, and having a system is an essential element in enabling consistency in sales,” Emil highlights.

Before implementing Oaky’s Front Desk Upselling, Clarion Hotel Sign faced several challenges that made the upselling process at the front desk both difficult and less motivating:

1. Lack of integration with their current PMS (Mews) leading to increased 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.

Unlike their old system, Oaky is embedded directly into Mews, automatically pulling and syncing the necessary data from the PMS. With the guest data on hand, agents can see in a matter of seconds what they can upsell, making the process more natural and part of the conversation. Moreover, thanks to real-time sync and automation between Oaky and Mews, agents no longer have to worry about entering upsells into two systems.

2. Lack of visibility in upsell commissions and team performance

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.

Oaky has become instrumental in motivating the team. Every time an agent is about to make an upsell, they know exactly how much they will earn. Emil also highlights ‘Team Performance’ as his favorite feature, as it allows him to track the team’s progress and set up monthly goals, steadily boosting their results.

3. Missed revenue opportunities

Without a structured upselling strategy and integrated systems, the hotel struggled to maximize revenue from room upgrades and additional services at check-in. Recognizing this gap, the hotel team decided to implement Oaky’s Front Desk Upselling to seize these opportunities at check-in.

Results: Generating a 381.33% Upsell Revenue Increase in Just a Few Months of Using Oaky’s Front Desk Upselling

Once the systems were integrated, Clarion Hotel Sign started reaping the benefits of Oaky:

1. Upselling became effortless with the Oaky and Mews integration

Integrating Oaky with the hotel’s PMS was a game-changer. The automation reduced the manual workload and ensured an efficient workflow for the front desk team.

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.”

This made the upselling process faster and more enjoyable for the team, saving valuable time at the front desk.

2. Considerable upsell revenue growth in just a few months

Thanks to Emil’s active involvement in Oaky’s initial setup and Oaky’s product capabilities, the hotel achieved tremendous revenue growth in just a few months of the Front Desk Upselling implementation.

- Upsell revenue increased by 381.33% in February 2025 compared to the first months of usage (November 2024).

- The average upsell revenue per guest per month reached €47.57 (from November 2024 to March 2025), significantly boosting the hotel’s total revenue.

3. Reaching new heights in premium room upgrade sales

Notably, 60% of the hotel’s upsell revenue generated with Oaky comes from room upgrade sales. The Oaky solution has empowered the team to sell more premium rooms, offering them effectively at the front desk and pre-arrival. This allows the hotel to capitalize on premium rooms rather than letting them sit empty, while also tapping into guests’ desire to elevate their stay by securing a high-category room in advance.

4. Enhanced guest experience through Oaky’s Pre-arrival and Front Desk Upselling Solutions

The hotel team uses both Oaky’s Pre-arrival and Front Desk Upselling solutions, enabling them to upsell at crucial touchpoints in the guest journey. This allows the hotel to capture demand for premium upgrades, packages, and experiences.

This success is reflected in high engagement with pre-arrival offers, with a solid average email open rate of 81.64% and a conversion rate of 6.36% (peaking at 82.14% and 10.34% respectively in February 2025).

5. Increased team engagement and motivation

Emil also notes the increased team motivation since implementing Oaky. With an incentive program in place and the ease of upselling through Oaky’s platform, the team feels more confident and motivated to sell more.

Final thoughts

In Emil’s opinion, a tool like Oaky that enables upselling is crucial for every hotel, as at the end of the day, sales are the lifeblood of hotel revenue. Hotel upsell software helps the hotel raise awareness about its offerings and room upgrades at the pre-arrival stage while also giving the front desk team the confidence and motivation to upsell at check-in. At the same time, the smooth integration between Oaky and Mews saves time and effort.

If your upselling process still lacks consistency and happens sporadically, you’re leaving money on the table. Let Oaky’s tools do justice to your premium rooms and services in an easy and automated way.