Manage my business Hospitality Dashboard

Manage my business | Hospitality Dashboard

Hospitality Dashboard: New business model: Demand for international knowledge, Digital Rankings and Referrals, Sustainability, accurate monitoring of financial implication, rooms booking…

HOSPITALITY LANDSCAPE

Accommodation

Hotels
Serviced apartments
Bed and Breakfasts

Restaurants and bars

Cafes
Nightclubs
Pubs and Public houses
Restaurants
Bars

Travel and tourism

Flight attendants
Travel agents
Tour operators
Leisure centres

CONTEXT & CHALLENGES

Running a hotel or a restaurant cannot be limited to simply managing room/table rentals and staff work schedules. Today’s economic model requires more advanced skills and competencies, from international knowledge, online opinions and referencing, sustainability, monitoring of financial indicators, tracking of bookings, ongoing links with tour operators and travel agencies, etc.

Managing a hotel or a restaurant means ensuring a constant flow of customers. It is therefore essential to satisfy the expectations of customers and effectively manage teams. However, it is also necessary to anticipate public tastes and spread the net to find customers, sometimes much further than you would have imagined. Social networks can be a useful means to do this, but can also hide pitfalls without the use of an analytical tool suited to hotel management.

Analysis of visitor rates according to different periods, the financial quality of customers, and the reasons that led them to choose a given region over another, involves widening the scope of analysis to the region and what it offers as a whole, going beyond a simple analysis of the strengths and weaknesses of the hotel itself.

All of these parameters need to be continuously monitored, and indicators challenged, in order to provide a proactive response to each situation. This is why the hotel management dashboard is an essential tool.

Main processes in Hospitality

Running activities in Hospitality involves multiples processes, each of them can benefit from a dashboard:

HOSPITALITY GOALS AND OBJECTIVES

Customer Service

  • Deliver excellent service
  • Put in place quality procedures for sustainable customer satisfaction
  • Monitor and ensure customer satisfaction
  • Develop customer loyalty program
  • Develop a knowledge database on customers
  • Develop personalized services
  • Encourage innovative offers
  • Answer to the demand for international knowledge

Digital Marketing

  • Understand market trends
  • Consider digital rankings and referrals as a priority: they mean business
  • Encourage customers to leave appreciations on main referring community platforms
  • Develop presence on travel portals & online booking engines
  • Promote direct bookings to avoid referral fees

Operations

  • Ensure efficient operational processes: Reception, Housekeeping, Maintenance, Kitchen, Restaurant, Sales, Store, Purchasing…
  • Monitor and analyze profitability per revenue streams
  • Reduce or variabilize costs
  • Plan staff presence according to service requirements

SOLUTIONS

Optimizing costs or, more precisely, the cost-revenue ratio, reducing work and analysis times, optimizing team management and rotation in all areas (room, bar, restaurant, kitchen, entertainment staff, etc.), establishing a presence on social networks, enhancing public image…

It is difficult to control all the related data without a fully customizable hotel management dashboard:

  • Compare booking rates with promotional campaign periods

  • Respond rapidly to customer satisfaction feedback by monitoring opinion ratings in real time

  • Respond to customer requests for potential improvements in real time

  • Know which customers are arriving on any given day (who they are, what they want, how long they have booked for, what they think about the hotel…) by simply checking your arrival list

  • Summarize complex data flows with simple and effective visualizations

  • Measure the level of market penetration by comparing your occupancy rate with that of competitors and numbers of daily arrivals in nearby airports and/or train stations…

HOSPITALITY ANALYTICAL AXES

Key Performance Indicators are used to measure the realized progress towards a strategic objective.
For an Hospitality dashboard, here is a sample list of KPIs Lintao recommends (non exhaustive list):

  • Reputation Index

  • Social media impact index

  • Revenues (€)

  • Profitability (%)

  • Booking rate (%)

  • Bookings (#)

  • Event inquiries (#)

  • Staff (#)

  • Wage costs (€, %)

  • Labour costs (€, %)

  • Food costs (€, %)

  • Kitchen labour (5%%)

  • Stock value (€)

  • Customers (#)

  • Customer satisfaction

  • Net promoter score

  • Seating efficiency

  • RevPASH (Revenue per Available Seat Hour)

  • RevPAR - Revenue per available room

  • Average daily rate of rooms

  • % of occupancy of rooms

  • Average cleaning costs per room

  • % of reservation requests cancelled with / without penalty

  • % of rooms with maintenance issues

  • % of cancelled reservation requests

  • Average number of guests per room

  • Average length of stay of guests

  • … or your own Hospitality KPIs

THE MOST RELEVANT AXES OF ANALYSIS FOR YOUR HOSPITALITY DASHBOARD

The axes of analysis represent the elements by which you want to segment your observable information (such a KPIs) to understand the rationales behind a given performance. Also called ‘dimensions’.
For an Hospitality dashboard, Lintao identifies the following axes of analysis (non exhaustive list):

  • Time

  • Business Line

  • Customer / Guest

  • Cost Center

  • Employee

  • … or your own Hospitality analysis axes

GET AN IMPACTFUL HOSPITALITY DASHBOARD ON YOUR BI TECHNOLOGY

Tableau Software

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Qlik Sense

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Some references of Hospitality Dashboards