How Oaky’s Front Desk Upsell fosters consistency and team motivation at Quality Hotel Globe

Quality Hotel Globe, part of the innovative Strawberry Hotel Group, is a lively and vibrant hotel located in the heart of Stockholm. Thanks to its proximity to popular venues like Avicii Arena and Tele2 Arena, it is an ideal destination for guests attending conferences and events. Boasting a wide range of amenities and dining options, the hotel also attracts leisure travelers and families exploring Stockholm on weekends.

Despite the hotel’s significant upselling potential, the front desk team recognized opportunities to enhance their upselling process. According to Linus Svedberg, Front Office Manager at Quality Hotel Globe, the team lacked a system to easily view available deals and rooms. This led to inconsistent upselling efforts and made it difficult to track performance, affecting team motivation.

Discover how Oaky’s Front Desk Upsell helped Linus and his team tackle these challenges, transforming their upselling process into a fun, engaging, and revenue-boosting strategy.

Challenges

1. The lack of a consistent and organized upselling system

Before using Oaky, the team’s upselling efforts were inconsistent and manual. According to Linus, the lack of a visual system that provided a clear overview of available room upgrades and services for the team hampered the process.

“We tried to upsell manually, but it didn’t yield good results,” Linus says.

Front desk agents had to check room upgrade and service availability in the PMS and manually track sales on paper or spreadsheets. This cumbersome process led to missed upselling opportunities at check-in and was impossible to scale.

2. Difficulty tracking individual agent’s performance and motivating the team

Another challenge was the inability to track each team member’s contributions accurately. Some upsold deals went unregistered, which meant the team couldn’t be fairly rewarded. This lack of organization not only made it hard to assess performance but also didn’t help with motivating the team.

“It was hard to keep track of who was doing what,” Linus recalls, noting that the sales process could have been better organized. The inability to track the team’s results in one place also hindered his plan to create a robust incentive program for successful upsells, an idea that felt like building castles in the sand without the right tools in place.

3. Missed revenue opportunities due to upgrades and services given away for free

The manual process often resulted in room upgrades and other deals being given away for free. Without a clear system to see available upsell options, and without proper incentives to motivate the team, the hotel missed out on capturing upsell opportunities.

Objectives

1. Establish a consistent and structured upselling process

Linus recognized that an organized system offering a full overview of available hotel offers was necessary. His top priority as a front desk manager was to streamline the upselling process and ensure consistency.

2. Track team performance and implement an incentive program

Linus and the hotel also aimed to reward the team for successful upsells. He needed a solution that would not only provide an overview of upsell options but could also consolidate the team’s results in one place to ensure accuracy and eliminate tiresome manual tasks.

3. Increase front desk upsell revenue

With a variety of amenities and offerings at the hotel, the team at Quality Hotel Globe saw untapped potential for generating upsell revenue. They felt that implementing an efficient and centralized upselling system would empower them to capitalize on these opportunities.

Results: Remarkable revenue growth and enthusiastic team thanks to Oaky’s Front Desk Upsell module

The introduction of Oaky transformed Quality Hotel Globe's approach to upselling.

With Oaky’s user-friendly Front Desk Upsell module and personalized upsell recommendations directly from the software, the team can easily present relevant and available offers to guests in real time, enhancing their ability to upsell on the spot. This has streamlined the team’s upselling efforts and led to unprecedented upsell revenue results.

1. From a cumbersome upselling process to a consistent and organized strategy

Thanks to the Oaky implementation, Linus was able to put things in order while also initiating a shift in the team’s approach to sales at check-in. Integrated seamlessly with Mews, Oaky streamlines upselling by providing real-time room upgrade and service recommendations to the agents, making the process straightforward.

They no longer have to check multiple systems or rely on manual entries to keep track of upsells. Instead, Oaky centralizes all necessary information in one place and makes it simple to offer upgrades, early check-ins, and other services to guests. This not only saves time but also improves efficiency, making the process more enjoyable for the team while also allowing guests to take advantage of additional options offered by the hotel.

2. Establishing an effective incentive program that gives a competitive edge to the hotel and boosts team motivation

What truly made a difference was the incentive program that Oaky helped bring to life. The front desk team now earns a 5% commission on most upsells, with slightly lower rates for specific deals. This clear and straightforward commission structure, coupled with the ease of using Oaky, made a big impact on team motivation.

The competition among the team has also added a layer of excitement, with the agents eagerly pushing to set new sales records and participating in ongoing competitions that keep motivation high.

"With this program, we’ve been able to ignite interest and motivation across the entire team. Now, it’s not just one or two people who are actively upselling and passionate about it—the whole team is," Linus shares, also mentioning that he finds great joy in seeing everyone so hyped about upselling as they are now.

Oaky’s intuitive design and real-time reporting not only fostered healthy competition but also helped the team gain confidence in their selling abilities.

“The team feels more confident now because they have all the information they need for successful upsells,” Linus highlights.

The upselling process became second nature, boosting both the hotel’s revenue and the team’s performance. On top of that, the hotel is now able to use the program as a recruitment tool, showing potential new hires that they could earn extra income through an incentive program.

3. Unlocking a new revenue stream for the hotel that breaks new upsell revenue records

The team began using Oaky in April 2024, setting an upsell goal for the end of the month. They were astounded to discover that they exceeded this goal by 2000%, demonstrating the significant revenue potential of a user-friendly tool like Oaky when paired with a structured upsell program.

Throughout the summer, the average upsell amount reached 36 EUR (410 SEK) per item per month, peaking at 38 EUR (429 SEK) in July, with conversion rates of 15% and 21%, respectively. The team was consistently surpassing their new revenue goals each month, setting new records.

Avg ROI - 47.6 (May 2024 - September 2024)

Highest ROI - 67 in July 2024

Final Thoughts

Oaky’s Front Desk Upsell module transformed the Quality Hotel Globe team’s upselling approach, taking it from being sporadic and cumbersome into a well-organized, consistent and rewarding process that the entire team is passionate about.

As Linus states, "It's nearly a 0 to 100 change in our sales process." He looks forward to implementing more innovative strategies that enhance both sales and team satisfaction while keeping guest experiences in mind. With Oaky, the hotel is set to enhance its revenue while also attracting top talent with a dynamic and fulfilling work environment.