Key Performance Indicators (KPI) for the Hospitality Industry

[DAWELAH]

Dear Brothers,‎

I’m going to set performance indicators which are not related to financial aspects for the ‎following area, please need your help to give me some example for monitoring it’s ‎performance ‎

Reception
Housekeeping
Maintenance ‎
Kitchen ‎
Restaurant
Sales
Store ‎
Purchasing ‎

 

[JaneB]

Re: Performance Indicators for the Hospitality Industry

Dear Brothers,‎

You're excluding the other gender here. So I'll not respond.

 

[DAWELAH]

Re: Performance Indicators for the Hospitality Industry

Dear Jane B
Sorry please do not take it seriously ‎

Please accept my apology ‎

Your reply will be much appreciated ‎

 

[Cornwap]

Re: Performance Indicators for the Hospitality Industry

Hi Dawelah,

I am only familiar with the workings of the hospitality industry as a customer and that is where I would start in terms of defining measures. For each of the processes you list what does it provide to the customer in output or outcome terms and what is it that the customer values the most about each output or outcome. It might be good to ask some real customers this.

If you end up with a lot of items you may also want to rank each one in terms of its impact on the overall customer experience. This will allow you to prioritise and initially just measure the most critical ones.

Best regards
Phil

 

[harry]

Re: Performance Indicators for the Hospitality Industry

If you follow the Servqual Model, there are basically 5 key dimensions that you need to look into:

1. Assurance – the knowledge and courtesy of employees and their ability to convey trust and confidence.
2. Empathy – the provision of caring, individualized attention to consumers.
3. Reliability – the ability to perform the promised service dependably and accurately.
4. Responsiveness – the willingness to help consumers and to provide prompt service.
5. Tangibles – the appearance of facilities, equipment, personnel and communications.

You can come out with KPI's from these.