Oaky And Heyward Group Join Forces

to set up hotel front desk teams for upselling success.


Heyward Group, a renowned provider of hospitality training solutions, and Oaky, the award-winning hyper-personalised hotel upselling software, are thrilled to announce their strategic partnership aimed at providing Front Desk Upsell training programs for hotels.

Building on their successful collaboration in creating online upselling courses for front desk managers and agents, this new initiative offers two types of training programs.  The Front Desk Agent training targets front desk agents, empowering them to become more confident at upselling by learning tried and tested upselling techniques and practising the tactics of active listening and on-the-job coaching to cater to different guest personas. The Train the Trainer program aims to equip front desk leaders with essential knowledge, enabling them to establish and foster an upsell culture and cultivate confidence within front desk teams.

The partnership between Heyward Group and Oaky combines the collective knowledge of two industry powerhouses to address a critical aspect of revenue generation within the hospitality sector. By leveraging Heyward Group’s rich history of delivering top-tier training solutions and Oaky’s advanced upsell engine, this collaboration promises to boost upsell revenue results through strategic and personalised upselling.

The first front desk training sessions proved successful at Pillows Grand Boutique Hotel Reylof, with participation from front desk managers across the entire group, as well as front desk agents specifically from Pillows Grand Boutique Hotel Reylof.

This initiative signified a fundamental change for the entire hotel chain, shifting from a practice of offering upsells for free to proactively identifying and capitalising on upsell opportunities across all their hotels. The positive response from Pillows Hotels highlighted the program’s effectiveness, with Penn Chai, the master trainer, being particularly well-received due to his extensive operational expertise. Post-training, Pillows Hotels witnessed a threefold surge in room upgrades sold compared to the pre-training period. Within just four days of November following the training, the hotel chain achieved double the room upgrade revenue compared to the entire month before.

Clément Dénarié, Chief Revenue Officer at Oaky, expressed his excitement about the partnership, stating,

“Cultivating a culture of upselling excellence is at the heart of our mission. This partnership with Heyward Group is a significant step forward in our commitment to enabling each hotel front desk team to become pros at upselling, contributing to exceptional guest experiences and hotel revenue.”

Barry Winter, Senior Director at Heyward Group, added,

“We are thrilled about our partnership with Oaky, as it presents a remarkable opportunity to showcase the power of investing in both cutting-edge technology and developing talent. This collaboration underscores our belief that the full potential of any technological solution can only be realised when complemented by well-trained, empowered staff. By combining Heyward Group’s expertise in performance-driven training with Oaky’s innovative upselling software, we’re not just training hotel staff; we’re transforming the way they engage with guests.”

Michiel Bogaerts, Corporate Revenue and Distribution Manager at Pillows Hotels highlighted,

“We highly recommend other hotels to follow the training, as it played a pivotal role in transforming our mindset. The biggest takeaway for us was that, as a hotel, you can continue delivering exceptional guest experiences while charging for added value.

The training made us realize that there’s boundless potential for upselling, and embracing creativity makes it fun not only for guests but also for our hotel team. Through participation in the Train the Trainer program, we also improved our capabilities to train our front desk teams, further strengthening our proficiency in this crucial aspect of hotel management.”

The Front Desk Upsell training programs are now readily available for hotels seeking to bolster their revenue-generating capabilities through upselling, just as Pillows Hotels achieved. By investing in the development of the skills of their front desk managers and agents, hotels can personalise and enhance guest experiences, drive profitability, and optimise their overall financial performance.


About Oaky

Oaky is an upselling software that helps hotels boost their revenue by offering relevant upgrades & services to their guests throughout the entire guest journey.

With automation, segmentation & dynamic pricing, it maximises the average spend per guest and removes manual work. Oaky has been recognised as the Best Upselling Software by Hotel Tech Report for 7 years in a row and is trusted by hotels, groups and chains across the globe, including Hard Rock Hotels, ONYX Hospitality & Radisson Hotel group.