Adéle Coetzee
Resident Manager
The challenge
Collecting guest preferences can be very manually and forms can be lengthy with high drop-off rates.
Hotels needs to collect preferences to tailor guest experiences and generate revenue from upsells before the guest has even checked in.
At Hotel 41, it was important to carefully curate the pre-arrival flow, customised to their guests with opportunities to upsell existing amenities. With a smaller team, operations and workflows needed to be efficient.
What changed
The team streamlined operations through the hotel’s white-labelled guest app:
Guest preferences are easier to update, adjust and review, pushing them directly into a guest reservation in Opera Cloud, saving the team time.
Pre-stay registration and upsells are more visible, giving guests a chance to engage earlier.
Two focused improvements:
Collecting preferences and enhancing the guest experience is easier
Visibility of amenities customised to Hotel 41’s guests encourages early revenue generation
No additional complexity for FoH staff, just a smoother, more efficient workflow.
The impact
The results were immediate and measurable:
Time saved for staff and management
Revenue generation is easier and quicker through pre-stay upsells
Guest experience improved thanks to faster preference updates and a more seamless process
As Adéle Coetzee, Resident Manager at Hotel 41, puts it:
