The plan aims to elevate hotel performance by focusing on key metrics that measure guest satisfaction, cost management, and revenue enhancement. Emphasizing components like the food and beverage experience and breakfast quality, the objective is to provide clear benchmarks for evaluating guest satisfaction. For instance, aiming for an "Above 8" score in guest satisfaction helps ensure a delightful dining experience.
In terms of operational excellence, metrics like the brand audit and cost per cover help in maintaining brand loyalty and efficient financial management. By passing the brand audit and reducing costs, the hotel can ensure operational adherence and economic viability. Furthermore, with revenue growth as a critical metric, the hotel aims to expand its financial horizon through strategies like upselling and enhancing customer loyalty programs.
Top 5 metrics for Hotel Performance Goals
1. Overall Experienced F&B
Measurement of guest satisfaction with food and beverage experience on a scale of 1 to 10
What good looks like for this metric: Above 8
How to improve this metric:- Collect regular guest feedback
- Enhance menu diversity
- Improve food presentation
- Train staff on customer service
- Conduct quality control checks
2. Brand Audit
Comprehensive review of brand standards and operational adherence resulting in a pass/fail
What good looks like for this metric: PASS
How to improve this metric:- Review brand standards regularly
- Conduct internal audits
- Invest in staff training
- Enhance guest interactions
- Implement corrective actions swiftly
3. Breakfast Food Quality
Assessment of guest satisfaction with breakfast food quality on a scale of 1 to 10
What good looks like for this metric: Above 7
How to improve this metric:- Source high-quality ingredients
- Update breakfast menu frequently
- Solicit guest feedback
- Train kitchen staff
- Implement regular taste testing
4. Cost per Cover
Average cost incurred per guest dining experience
What good looks like for this metric: Varies; targeted for reduction
How to improve this metric:- Analyse pricing models
- Reduce food waste
- Optimise purchasing strategies
- Streamline kitchen processes
- Monitor portion sizes
5. Revenue Growth
Percentage increase in revenue over a specified period
What good looks like for this metric: Industry average is around 5-10%
How to improve this metric:- Enhance upselling techniques
- Introduce new services or products
- Improve marketing strategies
- Strengthen customer loyalty programs
- Evaluate pricing strategies
How to track Hotel Performance Goals metrics
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your metrics.
