If you run an independent hotel, you might not think that key performance indicators (KPIs) are relevant. But in truth they can make it much easier to manage staff, hit targets and keep up with the big chains.
Whether you’re new to the hospitality industry or an old hand in the business, it pays to track employee performance.
Here are a few tips on how to set KPIs for your staff which will benefit the entire hotel.
It might seem obvious, but KPIs for employees need to be related to the performance goals you’ve set for the business as a whole.
You might want to raise occupancy rates, increase per-room revenues and boost customer satisfaction. Measuring your success in each area will be tied to staff performance, as well as the broader business strategy of your hotel.
There are lots of overarching KPIs related to staffing to consider; calculating the cost of wages as a proportion of your total monthly sales is a good example.
You can also look at the number of hours that employees work across different departments and see how this relates to your booking and occupancy rates.
Most importantly you need to be able to collect this data on a regular basis and analyse it consistently. There’s no point dipping in and out of company-wide staff KPIs when the mood takes you; get a handle on the basics and you’ll be on the right track.
Hotels need to be focused on delivering the best possible experience for guests. Setting KPIs for front desk staff, as well as any employees that interact directly with guests, will let you see where you’re going wrong and make improvements to increase satisfaction levels.
Feedback forms can be useful in working out which aspects of a visit to your hotel are most important to your customers. If you can survey guests regularly, you’ll be able to build up a better picture of how your hotel is performing over time.
Trawling online review sites can be helpful as well, especially if you want to get genuine feedback; people can be overly polite on surveys filled out during their stay under the watchful eye of reception staff.
Ultimately the KPIs you set need to show staff what targets you want to hit, while giving them the tools to make meaningful changes to the way they work.
Unless they have the right information available to them, employees won’t be able to work out the best way to improve their performance.
There’s definitely a learning curve, but the process of developing KPIs for your hotel should empower staff, not be something that makes them feel overly scrutinised.
If you haven’t sorted out any key performance indicators for your hotel staff, now’s the time to start. You’ll be able to reap the benefits for years to come and keep on improving your business so that guests are happier and employees feel more confident in their roles.
Welcome Anywhere has over 30 years of experience in helping independent hoteliers deliver guests an unforgettable experience with its simple property management system that controls your daily activities. The best part - it’s all cloud hosted! We develop scalable solutions for your property such as PMS, a Booking Engine and Channel Manager. Our team has a wealth of experience in the hospitality industry and we serve you to better serve your guests.
Call us today at + 44 (0) 33 0100 1090, or email us at email@example.com. We will be happy to walk you through Welcome Anywhere’s all-in-one solution for your property management needs.