Founded in 2001, Oreo Travel operates in the tourism and real estate sectors, managing over 240 properties from villas, hotel-style accommodations, to vacation rentals. With a mission to optimize occupancy and revenue, Oreo Travel Group has expanded in verticals offering property sales, digital marketing, and architectural photography to enhance property visibility. Serving up to 20,000 guests annually, the group focuses on delivering exceptional guest experiences while maintaining operational efficiency.
The increasing volume of guests and properties however, introduced challenges in guest engagement, operational coordination, and revenue optimization. To address these, Oreo Travel Group adopted Tourmie, to streamline operations and enhance guest satisfaction.
Challenges Faced
1. Guest Engagement and Satisfaction
Managing guest communications relied on phone calls, emails, and in-person interactions, which were time-consuming and prone to delays, especially during peak periods. This impacted response times and overall guest satisfaction.
2. Streamlining Guest Requests and Operations
Tracking and allocating guest requests, such as housekeeping or maintenance, using manual logs or basic property management systems (PMS), often resulted in lost requests, inefficiencies and missed follow-ups due to lack of real-time task tracking.
3. Boosting Revenue through Upselling and Cross-Selling
Concierge services and upselling were handled by the reservations team via email, lacking a data-driven approach. This limited the personalization of services and added a significant workload for staff. In addition, the coordination of 3rd parties added complexity and effort.
4. Manual Invoicing and Payment Tracking
Coordinating bookings and tracking payments with third-party vendors required extensive manual input, making financial management time-consuming and prone to errors.
5. Integration and Scalability
With the growing scale of operations, Oreo Travel Group needed a solution that could be easily adopted by the team and potentially integrated with existing tools in the future.
The Solution: Tourmie
Oreo Travel chose Tourmie for its comprehensive, user-friendly platform that offers customizable tools for guest engagement, upselling, invoicing, and more. Over the past year, Tourmie has transformed the group’s operations, making it easier to manage daily tasks while enhancing the guest experience.
Key Features and Benefits:
1. Online Check-In
Tourmie’s online check-in system simplified guest arrival procedures by allowing them to complete the process before reaching their property. While not integrated with the company’s existing PMS, this feature significantly reduced administrative burdens, cutting down in-person interactions and saving staff hours during peak periods.
2. Upselling and Cross-Selling Tools
By leveraging Tourmie’s upselling and cross-selling features, Oreo Travel Group introduced personalized service recommendations tailored to guest preferences enhancing their overall experience. The streamlined management of services through the platform led to an expanded range of offerings, enhancing revenue potential and unlocking strategic opportunities for business development.
3. Digital Concierge
Tourmie’s digital concierge streamlines guest interactions by reducing the need for in-person and phone-based communications. With seamless access to services, guests can independently manage their needs while staff focus on delivering personalized experiences. This approach has significantly decreased front desk workload, enhancing operational efficiency and ensuring a smoother, more enjoyable stay for guests.
4. Automated Invoicing System
Managing third-party vendor payments became more efficient with Tourmie’s revenue management and invoicing tools. Automation minimized errors, improved transparency, and ensured accurate financial tracking through an easy-to-use dashboard interface. This resulted in 60 hours saved per month in addition to accurate records for both the company and the vendors.
5. Multichannel Guest Communication
Tourmie’s centralized messaging platform which integrates multiple communications channels (email, SMS, Whatsapp) allowed for real-time responses to guest inquiries throughout their stay, ensuring faster resolution of requests and improving overall satisfaction as guests feel attended too throughout their stay.
6. User-Friendly Interface and Support
Staff quickly adopted Tourmie, rating its ease of use at 5/5. Tourmie’s excellent customer support, frequent updates based on customer feedback along with its affordable price compared to other solutions in the hospitality tech space are key advantages.
Results
Since adopting Tourmie, Oreo Travel has achieved:
- Increased online check-in adoption by 70%, streamlining guest arrivals and reducing front desk workload.
- Reduced repetitive inquiries, as guests accessed the digital concierge, enabling the team to focus on high-value tasks.
- Revenue growth potential and business expansion through the easy addition and management of new services.
- Improved operational efficiency resulting in 60 hrs/per month of time saved, particularly in managing third-party providers, invoicing, and guest requests.
- Enhanced guest satisfaction through personalized experiences and seamless communication.
| Challenges ⚡️ | Solutions 💡 |
| Manual guest communication | Centralized messaging for faster responses and better engagement |
| Inefficiencies in guest request management | Automated tracking and allocation of guest requests |
| Limited upselling and cross-selling capabilities | Tools that allow for personalized upselling and cross-selling |
| Complex vendor invoicing and payments | Automated invoicing system to streamline financial management |
| High workload during check-ins | Online check-in reduces in-person interactions |
“Tourmie has transformed how we manage guest services. With features like online check-ins, automated invoicing , and upselling tools, it has significantly increased our efficiency and revenue (saving us 60 hours a month!). The platform allows us to scale operations while keeping the personal touch. Compared to other solutions, Tourmie offers exceptional value by combining powerful features and cost-effectiveness.”
Giannis Mathioudakis, Administrative Assistant, Oreo Travel Group
