Video Case Study: Reimagined Hospitality Increases Revenue & Satisfaction

VIDEO CASE STUDY

🎥 3-Part Series
Not Your Typical COVID Story:
$1.3 Million in New Revenue
+ Happier Hotel Guests & Staff

at Clarion Hotel The Hub,
Oslo, Norway

Part 1: The Hub Case Study

“2020 was going to be our year.”

The Hub was headed into a record year for occupancy. On March 12, 2020 the hotel’s guest rooms were fully booked and the main event space was hosting a conference with several hundred attendees.

That day Norway went into lockdown due to the COVID-19 pandemic. Within minutes, 500 guests walked out the front doors.

We were thinking: How are we going to solve this? What does the future look like? How do we now operate Norway’s biggest hotel with such limited resources? And how do we save all 400 working places?

ANTONIJA DELAS The HUB Room Style Manager

Part 2: The Hub Case Study

Reimagining Guest Messaging & In-Room Upsells

ALICE’s messaging features were in use by The Hub’s Guest Services team, but not widely used beyond an arrival greeting either by guests or staff. That changed quickly and dramatically.

Learn how the hotel staff utilized guest messaging in a new, more personalized way. Response rates skyrocketed. In combination with creative packaging, The Hub generated $1.3 million in new revenue from in-room upsells.

Fast and easy experimentation can lead to great results, like revenue, but also loyalty. Our guest scores for the hotel actually increased while having this option.

MARIANNE HØYBAKK The HUB Hotel Manager

Part 3: The Hub Case Study

Driving Efficiency & Satisfaction with Technology

The 14 remaining staff members were spread out, running throughout the large hotel property (55,000 square meters!), all wearing multiple hats - and they needed an efficient way to communicate and align.

By harnessing ALICE’s messaging capabilities and implementing ALICE housekeeping, the lean team was empowered to safely communicate and gain control - keeping morale high in the toughest of times.

“Most hotels start looking at messaging as a chore to be automated. And what I’ve found so inspiring here is The Hub looked at messaging as an opportunity to be harvested. This is the full realization of everything that we at the ALICE team set out to build. This vision of an entire hotel operating from one platform and communicating with their guests.”