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Managing one hotel is complicated enough. Managing an entire portfolio? That's a different ballgame.
Hotel management companies need visibility into more than occupancy and revenue to understand how their properties are performing. Guest satisfaction, communication, and operational efficiency all influence the experience each property delivers.
So how do you track the performance of an entire portfolio? These 7 KPIs are a great foundation to understand how your properties are doing.
Guest satisfaction scores help you understand how guests feel about their stays and identify properties that may need additional support. Compare results across properties and look for recurring themes in guest feedback.
Are there outliers that are performing significantly better? Dig into what they are doing and how you can apply it to other properties. Are there properties performing significantly worse? Put more time and energy into the property to help them succeed.
How quickly are properties responding to guest questions and requests? Tracking response times can reveal communication bottlenecks and highlight opportunities to improve responsiveness.
Save time for simple questions with suggested-replies, and then your team can quickly respond to more pressing requests.
A fast response is great, but it doesn't necessarily mean the guest's problem has been solved. Measure how long it takes to resolve requests, from extra towels to maintenance issues, to understand how efficiently teams follow through.
If there are requests that are falling through the cracks, implement ticketing software to keep track and fulfill those requests with ease.
Mistakes happen. What matters is how teams respond. Track how quickly guest concerns are addressed, whether issues are resolved, and whether recurring problems point to larger operational challenges.
If you’re looking for a streamlined service recovery process to implement across your portfolio, check out our service recovery guide!
Reviews offer another window into the guest experience. Monitor recurring positive and negative themes across properties to identify what's working and where improvements are needed.
If you can get key words from both negative and positive reviews, then you can make sure to target specific improvements quickly and continue to highlight and implement the positive elements from their sentiment.
Track the number and types of requests teams handle. Changes in volume can reveal staffing pressures, recurring property issues, or opportunities to streamline workflows. Consider request volume alongside staffing levels and occupancy for better context.
Kipsu Exceed has a fantastic reporting system that will help you streamline these requests. Especially with preventative maintenance, you can see what are recurring issues and make sure to fix them across your portfolio before it becomes a bigger expense.
Repeated calls, status checks, and tracking down coworkers all take time away from guest-facing work. While this metric may require internal tracking or sampling, it can help reveal opportunities to improve communication and efficiency.
The value of tracking KPIs is in knowing what to do with the information.
Look for patterns across properties, investigate outliers, and give teams clear next steps. A property with slow request resolution might need a workflow adjustment, while another may benefit from a closer look at recurring guest complaints.
Kipsu helps hotels connect guest communication with operational execution. With our guest messaging and ticketing solutions, hotel teams can improve guest interactions, coordinate requests, and support more consistent service across a portfolio.
Want to improve visibility into guest experience and hotel operations? Explore Kipsu to see how better communication can help your properties deliver better results.
Curious to learn more about Kipsu and digital messaging? Connect with a member of our team to get all of your questions answered.
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