We analyzed the hotel’s booking and sales data and engaged in discussions with management and department heads to understand the existing sales strategy, pricing models, staffing and current practices for performance monitoring and evaluation.

Through our work, we understood that the management utilized a limited monitoring scope at top-line level only, and at the same time the departments were missing a goal-setting framework and the monitoring tools that could facilitate their performance evaluation. Thus, many issues affecting performance were not coming to the attention of the executives in a timely manner to allow analysis and respective decision-making.

In order for the company to make the most of its potential, we designed a management information framework, with drillable performance indicators (e.g. occupancy indicators, ADRs by room type and customer categories), as well as performance indicators for all service units.

We then coordinated the process of automating these reports, utilizing the existing IT infrastructure, presented and explained these reports to the management team, and worked with the Management to set a framework of goals for the unit and its individual functions, the course of which we discussed on a monthly basis for the first 3 months after its adoption.

* We take the confidentiality of our customers seriously. While we have changed their names, the results are real.