Case Study 8: Metropolitan Melbourne 35 self-contained apartments

Opportunity

The property had been open for three months but was experiencing significant overbooking issues leading to guests arriving with no reservations; unmanageable event periods; the owners incurring large relocation costs and considering closure; with the onsite team extremely stressed and close to leaving.

Actions

Following a referral from their PMS supplier RevenYou was contracted to undertake a full review of the business to identify what the issues were before implementing the following:

• Mapped the PMS, Channel Manager and OTA’s to ensure accurate availability was feeding through correctly.

• Upgraded their existing server with a new system that did not shut down when Reception closed – ensuring all PMS and Channel Manager connections remained live 24/7.

• Developed the property’s competitor set – to be used for analytics and tracking purposes.

• Renamed the room types and highlighted unique selling points within the new names.

• Implemented a rate strategy specific to the property and their location.

• Introduced seasonal rate plans to build off peak and long lead occupancy.

• Listed the property on the relevant OTA distribution channels and worked with the respective Market Manager’s to boost ranking and production.

• Recruited an experienced staff member to oversee Reception and Reservations without needing direct supervision as the property’s cashflow did not allow for an onsite manager.

• Undertook training with the onsite team to increase their knowledge and understanding of the systems being used.

  Outcomes

  • Elimination of the frequent overbooking issues.

  • Within three months, the property was turning a profit.

  • After six months, RevenYou’ s role transitioned to being on call to assist with any day-to-day operational questions as they arose.