Hotel General Manager KRA/KPI

Key Responsibility Areas (KRA) & Key Performance Indicators (KPI) for Hotel General Manager

1. Revenue Management

KRA: Maximizing revenue through strategic pricing and inventory management.

Short Description: Driving revenue growth through effective pricing strategies.

• Monthly Revenue Per Available Room (RevPAR)
• Percentage of Revenue from Upselling Services
• Revenue Growth Rate
• Occupancy Rate

2. Guest Satisfaction

KRA: Ensuring high levels of guest satisfaction and loyalty.

Short Description: Enhancing guest experience for repeat business.

• Guest Satisfaction Score
• Percentage of Positive Online Reviews
• Repeat Guest Rate
• Response Time to Guest Feedback

3. Cost Control and Budgeting

KRA: Managing expenses within budget constraints to improve profitability.

Short Description: Optimizing costs for sustainable financial performance.

• Cost of Goods Sold (COGS) Ratio
• Operating Expense Ratio
• Percentage Variance from Budget
• Energy Efficiency Index

4. Staff Management and Development

KRA: Building a motivated and skilled team to deliver exceptional service.

Short Description: Developing a high-performing workforce for guest satisfaction.

• Employee Satisfaction Index
• Training Hours per Employee
• Employee Turnover Rate
• Staff Productivity Rate

5. Marketing and Branding

KRA: Enhancing brand visibility and driving direct bookings.

Short Description: Implementing marketing strategies for brand growth.

• Direct Booking Conversion Rate
• Brand Awareness Score
• Marketing ROI
• Social Media Engagement Rate

6. Health and Safety Compliance

KRA: Ensuring adherence to health and safety regulations for guest and staff well-being.

Short Description: Maintaining a safe environment for all stakeholders.

• Health Inspection Score
• Incident Response Time
• Staff Training on Safety Protocols
• Guest Accident Report Rate

7. Technology Integration

KRA: Implementing technology solutions to enhance operational efficiency.

Short Description: Leveraging technology for streamlined processes.

• Property Management System (PMS) Adoption Rate
• Website Conversion Rate
• IT Issue Resolution Time
• Guest Mobile App Downloads

8. Environmental Sustainability

KRA: Promoting eco-friendly practices and reducing the hotel’s carbon footprint.

Short Description: Implementing green initiatives for sustainable operations.

• Energy Consumption Reduction Rate
• Waste Recycling Percentage
• Carbon Emission Reduction Targets Met
• Sustainability Certifications Achieved

9. Community Engagement

KRA: Establishing strong community relations and contributing to local development.

Short Description: Building a positive reputation within the local community.

• Community Event Sponsorship Impact
• Local Employment Rate
• Community Outreach Programs Participation
• Guests’ Perception of Hotel’s Social Responsibility

10. Crisis Management

KRA: Developing and implementing crisis response plans for emergencies.

Short Description: Ensuring preparedness for unforeseen situations.

• Crisis Response Time
• Emergency Drill Effectiveness
• Guest Evacuation Success Rate
• Media Crisis Communication Score