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
