Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Duty Manager Hotel Job Desk
1. Guest Satisfaction Management
KRA: Ensuring exceptional guest experiences to maintain positive reviews and loyalty.
Short Description: Managing guest satisfaction levels effectively.
- KPI 1: Average guest rating on review platforms.
- KPI 2: Percentage of repeat guests.
- KPI 3: Resolution time for guest complaints.
- KPI 4: Guest satisfaction survey scores.
2. Team Leadership and Development
KRA: Leading and nurturing a high-performing team for efficient operations.
Short Description: Developing and motivating hotel staff.
- KPI 1: Employee turnover rate.
- KPI 2: Training hours per employee.
- KPI 3: Team satisfaction survey results.
- KPI 4: Achievement of team performance targets.
3. Revenue and Budget Management
KRA: Maximizing revenue and optimizing budgets to ensure financial health.
Short Description: Efficient financial management for the hotel.
- KPI 1: Revenue per available room (RevPAR).
- KPI 2: Budget variance percentage.
- KPI 3: Average daily rate (ADR) growth.
- KPI 4: Profit margin achievement.
4. Operations Efficiency and Standards
KRA: Ensuring smooth operations and adherence to quality standards.
Short Description: Maintaining operational excellence.
- KPI 1: Time taken to resolve operational issues.
- KPI 2: Compliance with health and safety regulations.
- KPI 3: Inventory turnover rate.
- KPI 4: Energy efficiency improvements.
5. Marketing and Brand Promotion
KRA: Enhancing the hotel’s visibility and reputation through effective marketing strategies.
Short Description: Promoting the hotel brand effectively.
- KPI 1: Increase in online bookings through marketing campaigns.
- KPI 2: Social media engagement metrics.
- KPI 3: Brand awareness growth rate.
- KPI 4: Return on marketing investment (ROMI).
6. Guest Relations and Feedback Management
KRA: Building positive relationships with guests and utilizing feedback for improvements.
Short Description: Managing guest interactions and feedback effectively.
- KPI 1: Response time to guest queries and feedback.
- KPI 2: Net Promoter Score (NPS).
- KPI 3: Implementation rate of guest suggestions.
- KPI 4: Guest complaint resolution rate.
7. Technology Integration and Innovation
KRA: Implementing technology solutions and fostering innovation for enhanced guest experiences.
Short Description: Leveraging technology for operational efficiency.
- KPI 1: Adoption rate of new technology systems.
- KPI 2: Time saved through technology automation.
- KPI 3: Guest feedback on technological enhancements.
- KPI 4: Number of innovative initiatives implemented.
8. Crisis Management and Emergency Response
KRA: Preparedness and efficient handling of crises and emergencies to ensure guest safety.
Short Description: Managing emergencies effectively.
- KPI 1: Response time to emergencies.
- KPI 2: Training drills completion rate.
- KPI 3: Guest satisfaction post-crisis resolution.
- KPI 4: Compliance with emergency protocols.
9. Sustainable Practices and Environmental Initiatives
KRA: Implementing eco-friendly practices and sustainability initiatives for a greener operation.
Short Description: Promoting environmental responsibility.
- KPI 1: Reduction in energy consumption levels.
- KPI 2: Waste recycling percentage.
- KPI 3: Guest engagement in sustainability programs.
- KPI 4: Certifications obtained for sustainable practices.
10. Continuous Improvement and Professional Development
KRA: Fostering a culture of continuous learning and growth for personal and team development.
Short Description: Encouraging learning and growth opportunities.
- KPI 1: Employee participation in training programs.
- KPI 2: Skill development assessment results.
- KPI 3: Implementation rate of improvement suggestions.
- KPI 4: Employee satisfaction with professional development opportunities.
