"We have seen steadier occupancy throughout the year. Even during the low season, performance is more stable, and revenue continues to grow. I feel more confident in what I’m doing, and every month we set goals that we almost always achieve."
Alexandra, Hotel Manager
Hotel Múli is a contemporary hotel in Reykjavík where comfort and Nordic simplicity come together to create a calm and welcoming stay. Under the leadership of hotel manager Alexandra Gyða Frímannsdóttir, the property has focused on sustainable growth by continuously enhancing both its operations and guest experience.
The hotel began using Godo Property in the beginning of 2020 and expanded the collaboration just a few months later, in July 2020, by adopting Growth services. These included Revenue Management, Treasury, Booking Office, and Channel Expert, enabling the team to operate more efficiently and with greater structure. In December 2024, the Guest Communication service was added to further streamline operations.
Challenge
As Hotel Múli expanded, managing day-to-day operations became increasingly complex. In its early stages, the hotel operated with a lean model, relying on self check-in, outsourced housekeeping, and a minimal internal team. While effective at a smaller scale, this approach became difficult to sustain as occupancy and operational demands increased.
Seasonality also presented a significant challenge. Fluctuations in occupancy and revenue, particularly during low-demand periods, made it difficult to maintain consistency and plan for long-term growth. The hotel needed a solution that could ensure operational stability while supporting a more strategic, commercially driven approach.
Solution
To address these challenges, Hotel Múli deepened its collaboration with GODO, positioning it as a strategic operational partner.
While value was created across all service areas, Revenue Management, Channel Expert support, and Guest Communication proved especially impactful. A key component of the Growth service was the introduction of dedicated revenue and channel management expertise. This transformed commercial decision-making from reactive, manual processes into a structured and collaborative approach, supported by continuous performance monitoring, regular strategy discussions, and proactive recommendations.
“We have seen steadier occupancy throughout the year. Even during the low season, performance is more stable, and revenue continues to grow. I feel more confident in what I’m doing, and every month we set goals that we almost always achieve.”
At the same time, the Guest Communication service significantly improved communication with guests across all channels. With reception available during defined hours and round-the-clock external support via phone, chat, email, and booking channels, guests could receive assistance at any time. This reduced the burden of after-hours responsibilities on management and ensured a seamless guest experience.
“My phone is not ringing anymore when I’m not on-site, it’s really not ringing at all.”
Over time, the partnership fostered strong alignment. The external support team became closely integrated with Hotel Múli’s way of working, developing a deep understanding of the property’s goals and priorities. As a result, the service evolved beyond traditional outsourcing, functioning as a true extension of the hotel’s internal team.
Results
The collaboration with GODO delivered clear operational and commercial improvements. Operationally, Hotel Múli achieved a more streamlined and efficient workflow. Internal staff were able to focus more on in-house guests rather than handling constant interruptions or reactive service issues. From a commercial perspective, the hotel experienced more consistent occupancy levels and improved revenue stability throughout the year. While seasonality remains an inherent aspect of the hospitality industry, performance became less volatile and more predictable. Alexandra also reported increased confidence in revenue strategy, supported by ongoing collaboration with the Growth team
“We’re not seeing the same low season patterns as before. Performance has become more consistent, with improvements across occupancy, revenue, and RevPAR. When we set targets, like improving ADR, we work on them together and achieve results.”
Overall, the partnership with GODO enabled Hotel Múli to scale in a structured and controlled way. Rather than relying on fragmented or short-term solutions, the hotel adopted a strategic, data-driven approach supported by dedicated expertise and continuous collaboration. This has strengthened both the guest experience and overall business performance while supporting continued growth.