How Oaky Helps the Wilson Hotel Opéra in Paris Build a Lasting Relationship with Guests
Have you read enough about Oaky’s benefits and want to know what our partners have to say about us? Here is your chance.
In a brief interview, Romain Roussel, the Wilson Hotel Opéra’s Guest Relations Manager outlines how easy it was to set up Oaky at his hotel, how it has improved their relationship with guests and the app’s impact on the bottom line.
Why did you choose Oaky?
Oaky presented itself as a convenient tool for our team to handle the most important aspect of our job: building a relationship with our guests.
Using Oaky to start this process prior to the arrival date has two great advantages. First, if guests have questions about simple things airport transfers, we can provide the information immediately and offer extra assistance where required. Secondly, by reaching out proactively we can create a lasting friendship with the guest, rather than just have a person stay at the hotel without engaging them on a personal level.
Why do you like Oaky?
I like Oaky because the app is very simple to use, and their team has been great to work with. They are a young, passionate brand I recommend to all properties interested in establishing a relationship with their guests.
The most important thing is that our guests are happy with the service we provide through Oaky. The e-mails we send via the app offer them an easy way to ask questions or book extra services, all while knowing their privacy is being respected.
By following our simple procedure with every guest, we get them to ask the right questions about the hotel and Paris itself. This opens up a conversation which piques their interest in our hotel. And let’s be honest, there is nothing more a hotelier can ask for than guests who are curious about the hotel.
How easy was it to set up Oaky?
The set up was very easy. The fact that we can customize the platform to match our hotel’s style helped us build a bridge between our website and potential guests. Before, people only visited the website to decide which room category they want to book. Now, Oaky provides us with a platform where we can create customized promotions easily and shine the light on previously overlooked offers and packages.
How were you doing things before Oaky?
Honestly, it was quite a prehistoric approach. We had to manually send e-mails to every guest before they checked in, to see if they had a special need or request. Of course, that was very time-consuming. Now, Oaky allows us to automate this process so the guest no longer has to take the first step. That way we can find out what our guests are interested in and what they want to do while they are in Paris. This exchange gives us an insight into the guests’ personality and allows us to adapt and ensure all needs are met from the moment guests check in.
To make sure the experience is smooth from start to finish, all this information is kept on hand by our staff. Before, this was a lot more difficult because we had a very limited exchange with the guest which provided only little information.
Are you doing things differently now that you have Oaky?
I wouldn’t say so. Oaky has definitely helped us but we’ve stayed the same in the sense that we try to offer the best possible service to our guests. Since using Oaky, this has gotten easier because we have been able to better personalize our service. This is particularly important for a small 30-room hotel like ours. We try to make every guest feel special and Oaky helps us with this by making communication with our guests effortless. This app really brings the hotel into the 21st century.
How happy are you about the ROI?
I am very happy with the ROI from Oaky. During the first month, we were already convinced we made the right call by starting to use their app. The following months of July and August, our high season here in Paris, we had so much revenue from extra services that we could not be happier with the choice we made.