Revenue KPIs

• Occupancy Rate: Percentage of available rooms occupied on a given night or over a certain period. This is the overarching measure of how well you’re filling your hotel.
• Average Daily Rate (ADR): Average rate paid per occupied room during a certain period. Higher ADR drives revenue.
• Revenue per Available Room (RevPAR): A key industry metric combining occupancy and rate (ADR x Occupancy Rate). Tracks overall revenue generating ability
• Revenue per Guest: Average revenue generated per guest. This can be increased through additional services and sales beyond the room rate.
• Market Share: The percentage of rooms you sell compared to your competitors within a specified market.

Customer-focused KPIs

• Guest Satisfaction Surveys (GSAT): Measure guest satisfaction with various aspects of their stay, including rooms, service, amenities, etc.
• Net Promoter Score (NPS): Measures the likelihood of a guest recommending your hotel to others. High NPS indicates loyalty.
• Online Reviews: Monitor reviews on platforms like TripAdvisor, Expedia, and Google, and address common themes in feedback.
• Repeat Guests: Track the percentage of guests who return to your hotel for future stays. Loyal customers are valuable.

Operational KPIs

• Cost per Occupied Room (CPOR): Total operating expenses incurred divided by the number of occupied rooms. Helps measure operational efficiency.
• Labor Cost per Occupied Room: Tracks labor expenses relative to occupancy. Managing labor costs is significant for profitability.
• Ancillary Revenue: Revenue from sources beyond room rates, such as food and beverage, spa services, or event space rentals.
• Booking Channel Mix: Track how bookings come in – website, third-party sites, direct, etc. Helps understand distribution costs.

Financial KPIs

• Gross Operating Profit Per Available Room (GOPPAR): Gross operating profit divided by available rooms. Key to profitability tracking, allowing comparison across properties of different sizes.
• Net Operating Income (NOI): Total revenue minus operating expenses. Measures a property’s profitability before debt and taxes.
• Profit Margin: Percentage of revenue remaining after all expenses are accounted for. Measures overall profitability.

Additional Considerations

• Seasonality KPIs: Track how occupancy, rates, and revenue fluctuate based on the time of year. Crucial for planning.
• Group Bookings: If you cater to groups, track their contribution to occupancy, revenue, and ancillary spending.