Guest Relation Executive In Hotel KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Guest Relation Executive In Hotel

1. Guest Satisfaction Management

KRA: Ensuring high levels of guest satisfaction through personalized service and efficient issue resolution.

Short Description: Manage guest satisfaction to enhance overall experience.

• 1. Guest feedback score
• 2. Resolution time for guest complaints
• 3. Percentage of repeat guests
• 4. Service quality ratings

2. Reservation Management

KRA: Efficiently managing room reservations, cancellations, and modifications to maximize occupancy.

Short Description: Optimize room reservations for maximum occupancy.

• 1. Room occupancy rate
• 2. Reservation accuracy
• 3. Revenue per available room (RevPAR)
• 4. Average length of stay

3. Front Desk Operations

KRA: Ensuring smooth operations at the front desk, including check-ins, check-outs, and guest inquiries.

Short Description: Maintain efficient front desk operations.

• 1. Front desk efficiency ratio
• 2. Check-in/check-out time
• 3. Guest wait time at the front desk
• 4. Accuracy of guest information records

4. Relationship Building

KRA: Building and maintaining positive relationships with guests to enhance loyalty and repeat business.

Short Description: Foster guest loyalty through relationship building.

• 1. Guest retention rate
• 2. Guest satisfaction with personalized services
• 3. Number of guest referrals
• 4. Engagement with loyalty programs

5. Complaint Handling

KRA: Effectively addressing guest complaints and ensuring timely resolutions to prevent escalations.

Short Description: Handle guest complaints promptly and efficiently.

• 1. Complaint resolution time
• 2. Guest satisfaction post-resolution
• 3. Number of escalated complaints
• 4. Complaint recurrence rate

6. Upselling and Cross-selling

KRA: Identifying opportunities to upsell rooms, services, and amenities to increase revenue per guest.

Short Description: Enhance revenue through upselling and cross-selling.

• 1. Upsell conversion rate
• 2. Revenue from upsells/cross-sells
• 3. Guest feedback on upsold services
• 4. Training completion on upselling techniques

7. Crisis Management

KRA: Handling crisis situations such as overbookings, emergencies, and guest dissatisfaction professionally and efficiently.

Short Description: Manage crisis situations with composure and effectiveness.

• 1. Response time to crisis situations
• 2. Guest satisfaction during crisis resolution
• 3. Crisis resolution success rate
• 4. Staff training on crisis management

8. Sales Support

KRA: Providing support to the sales team by promoting hotel services, packages, and promotions to guests.

Short Description: Assist in driving sales through guest engagement.

• 1. Sales conversion rate from guest interactions
• 2. Revenue generated from sales support activities
• 3. Sales team feedback on support effectiveness
• 4. Guest satisfaction with promoted services

9. Training and Development

KRA: Continuously improving skills and knowledge through training programs to enhance job performance.

Short Description: Invest in personal and professional growth through training.

• 1. Training hours completed
• 2. Performance improvement post-training
• 3. Knowledge retention from training sessions
• 4. Employee satisfaction with training programs

10. Reporting and Analysis

KRA: Generating reports on key performance metrics and analyzing data to identify trends and areas for improvement.

Short Description: Utilize data for informed decision-making and performance enhancement.

• 1. Accuracy of performance reports
• 2. Actionable insights from data analysis
• 3. Implementation of improvements based on analysis
• 4. Data-driven decision-making success rate