In an era where guest expectations are higher than ever, Arthotel Bakker on Borkum Island has cracked the code for success. Under the leadership of Neele Benken and Sören Hüppe, the 62-room hotel has transformed into a haven for guests seeking both charm and cutting-edge convenience. Since taking over management in 2011, Sören and Neele have built a loyal following of repeat visitors. However, it was in 2021 that the hotel took a significant leap forward, embarking on a digital transformation journey powered by Apaleo.
The Challenge: Bringing the Guest Experience into the Digital Age
When Sören acquired the property, Arthotel Bakker needed more than just a facelift. The challenge wasn’t just upgrading the physical infrastructure-it was about modernising the entire guest experience with a fully integrated digital system.
“We had seven months to rebuild the hotel, but our goal was also to create a seamless, digital experience for our guests,” said Sören. “We knew we needed a holistic tech stack that could meet the needs of each department.”
The Solution: Apaleo and a Flexible Tech Stack
To meet these ambitious goals, Sören and his team chose Apaleo as their property management platform, replacing the hotel’s outdated system. Apaleo’s flexibility, with its API-first approach, allowed them to test and integrate a range of hotel apps, tailoring the experience for both staff and guests.
“The beauty of Apaleo is in its seamless access to APIs,” Sören explained. “If something didn’t work out, it wasn’t a problem-we could simply swap it for another app in the same category.”
The team introduced Gauvendi for feature-based room selling, allowing guests to book rooms with specific features like views or proximity to amenities. They also added MAIC, a concierge app that automates pre-stay upselling and guest services. To tie it all together, they use Make.com, a no-code tool that automates tasks like reservations and billing.
The Results: Record-Breaking Occupancy and €4,000 in Monthly Upsell Revenue
The results of this digital transformation were immediate. Arthotel bakker saw guest satisfaction soar to over 90%, and summer occupancy reached an impressive 98%. With automation and seamless integration in place, the staff could focus on enhancing guest experiences rather than getting bogged down with administrative tasks.
In addition to streamlining operations, the integration of Gauvendi’s feature-based selling led to an average of €4,000 in upsell revenue per month. This dynamic system allowed guests to select specific room features, boosting their satisfaction while increasing the hotel’s profitability.
“Our dynamic inventory system filled booking gaps more efficiently and improved the booking experience for guests, especially regulars,” Sören noted. “It’s not just about increasing revenue-it’s about meeting guest preferences in a way that feels personalised and effortless.”
Looking Ahead: The Future of Hospitality
As arthotel bakker continues to embrace innovation, Sören is eyeing future integrations with AI-driven apps to enhance guest interactions around the clock. He also believes the rise of feature-based selling will redefine the hospitality industry.
“By allowing guests to design their ideal stay, hotels can better meet their needs while also increasing their bottom line,” Sören said. “This isn’t just about keeping up with trends-it’s about leading the way in redefining the guest experience.”
With its forward-thinking approach, Arthotel Bakker is not only delighting guests but setting the standard for what the future of hospitality could look like.
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