VIDEO Case Study

The Hub Achieves $1.3 Million in New Revenue + Happier Hotel Guests & Staff

Clarion Hotel The Hub,
Oslo, Norway
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At the beginning of 2020, The Hub was fully booked and ready for yet another record-breaking year for occupancy. But when Norway went into lockdown during the pandemic, 500 guests walked out of the doors. Despite this, and by harnessing the power of ALICE Guest Messaging, The Hub was able to achieve an increase in revenue, in-room upsells, and high guest satisfaction.





Scheduling & Labor Management-icon

Meeting Rooms

The Challenge

2020 was supposed to be their year

The Hub was headed into a record year for occupancy. On March 12, 2020 the hotel’s guest rooms were fully booked and the main event space was hosting a conference with several hundred attendees.

That day Norway went into lockdown due to the COVID-19 pandemic. Within minutes, 500 guests walked out the front doors.


We were thinking: How are we going to solve this? What does the future look like? How do we now operate Norway’s biggest hotel with such limited resources? And how do we save all 400 working places?

Antonija Delas
Room Style Manager, The HUB

The Solution

ALICE's Guest Messaging Refines Communication

ALICE’s messaging features were in use by The Hub’s Guest Services team, but not widely used beyond an arrival greeting either by guests or staff. That changed quickly and dramatically.

Learn how the hotel staff utilized guest messaging in a new, more personalized way. Response rates skyrocketed. In combination with creative packaging, The Hub generated $1.3 million in new revenue from in-room upsells.

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Fast and easy experimentation can lead to great results, like revenue, but also loyalty. Our guest scores for the hotel actually increased while having this option.

Marianne Hoybakk
Hotel Manager, The HUB

The Results

Driving Efficiency & Satisfaction with Technology

The 14 remaining staff members were spread out, running throughout the large hotel property (55,000 square meters!), all wearing multiple hats - and they needed an efficient way to communicate and align.

By harnessing ALICE’s messaging capabilities and implementing ALICE housekeeping, the lean team was empowered to safely communicate and gain control - keeping morale high in the toughest of times.

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See how The Hub increased its revenue, and guest & employee satisfaction during the pandemic.

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