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08/16/2022

Journey Hospitality's New eCommerce Platform Helps Hotels Grow Revenue by 40%

The platform solves the key challenge hotels faced when selling online, giving them the ability to provide their customers with a multi-product basket to create their own 'package' - with room, dining, spa, golf, retail and other products able to be purchased in a smooth customer journey.
Michal Christine Escobar
Senior Editor (Hotels)
Michal Christine  Escobar  profile picture

Luxury hotels have experienced up to 40% increase in direct revenue as a result of implementing the hospitality industry’s first unified ecommerce platform, onejourney.

Developed and powered by hotel technology business Journey Hospitality, the platform has been deployed across 30 luxury hotel websites including Seaham Hall, Grantley Hall, Callow Hall Hotel - Wildhive, and The Elms. A further 57 luxury hotels and resorts worldwide are scheduled to benefit from onejourney’s unified shopping experience by the end of Q3 2022.

onejourney’s technology enables hotels to sell their wide variety of products and services in one seamless guest transaction, improving the customer experience and driving direct revenue. The ecommerce platform caters for the consumer growth in ‘on-demand’ and ‘personalized’ services, with guests able to customize their own stay by booking rooms, spa, dining and retail products in a single shopping basket.

On average, onejourney’s hotel clients have experienced a 25% reduction in inbound calls, saving under-resourced operational teams time on administrative tasks. The platform also doubled conversion rates, and facilitated the first multi-product online bookings, accounting for 30% of online orders.

Seaham Hall increased transaction volume by 38% with its average order up by over 58%. Ross Grieve, Managing Director said: “[Booking online] was not a seamless experience for the customer as customers could not book a number of different aspects of their stay. With onejourney, we are able to target our guests to encourage them to book direct and increase their spend online. It’s completely revolutionized our online business at Seaham Hall.”

Amanda Jennings, Spa Manager of Seaham Hall said: “We had been trying for years to get the spa online, on a platform that works for both the business and the guest. onejourney has taken a huge amount of pressure off a very busy operation, both internally in back of house and also front of house… It’s elevated the guest journey to the next level.”

The Elms in Worcestershire increased room revenue 108% YoY, with 34% of all bookings benefitting from multi-product orders. "Since launching with onejourney we've improved our online conversion and increased our average order value. Over a third of our orders are now multi-product, driving our direct revenue. onejourney has been a game changer for us,” said Mark Bevan, Managing Director, The Elms.

Journey Hospitality CEO, Simon Bullingham said, "Guest experience starts on the screen of a device, not at the gates of a property. Aspiring hotels have recognized this and have come to us to revolutionize their online point-of-sale to drive their conversion. Consumers demand choice, flexibility and services that value their time. We developed onejourney with guest expectations at its heart, working with live inventory basket functionality and one single check-out.”

In an industry besieged with staff shortages, high guest expectations and an always-on consumer, hotels need to provide an exceptional online guest experience. By thinking holistically as a retailer and utilizing onejourney, hotels are able to surface more products and provide guests with an intuitive digital journey, encouraging the purchase of more products and higher valued experiences.

onejourney integrates with booking engines and software systems including Synxis, RoomLynx, Guestline, ResDiary, and Core by Premier with further integrations planned to handle bookings and orders for all business units.