The OnRes Blog

Hotel Performance Reports: A Guide to What You Need to See

By: Steve Behrisch , President & CEO

Effective management and optimization of a hotel’s operations depend significantly on analyzing performance reports. These reports provide crucial insights into various aspects of the business, from financial health to guest satisfaction. 

This blog will explore the essential hotel performance reports that every hotel manager and owner should regularly review to ensure the hotel operates efficiently and profitably.

1. Occupancy Report

An occupancy report provides data on the percentage of available rooms that are occupied over a specific period. This report helps assess the hotel’s ability to attract and retain guests.

Key Metrics

  • Occupancy Rate: (Number of Rooms Occupied / Total Number of Rooms) x 100
  • Average Daily Rate (ADR): Total Room Revenue / Number of Rooms Sold
  • Revenue Per Available Room (RevPAR): Total Room Revenue / Total Number of Rooms Available

Importance of Occupancy Report

  • Benchmarking Performance: Helps compare the hotel’s performance against competitors or industry standards.
  • Identifying Trends: Detects patterns in guest stays, allowing for better forecasting and strategic planning.
  • Optimizing Revenue: Provides insights to adjust pricing strategies and optimize room rates.

2. Financial Performance Report

A financial performance report offers a comprehensive overview of the hotel’s financial health, including income, expenses, and profitability.

Key Metrics

  • Gross Operating Profit (GOP): Total Revenue – Total Operating Expenses
  • Net Profit Margin: (Net Profit / Total Revenue) x 100
  • Operating Expenses Ratio: Total Operating Expenses / Total Revenue

Importance of Financial Performance Report

  • Financial Health Assessment: Monitors the overall profitability and sustainability of the hotel.
  • Expense Management: Identifies areas where costs can be reduced without compromising service quality.
  • Investment Decisions: Informs decisions regarding investments in infrastructure, marketing, and other strategic initiatives.

3. Guest Satisfaction Report

A guest satisfaction report compiles feedback from guests regarding their stay, covering aspects like service quality, cleanliness, amenities, and overall experience.

Key Metrics

  • Net Promoter Score (NPS): % Promoters – % Detractors
  • Guest Satisfaction Score (GSS): Average rating of guest feedback surveys
  • Review Response Rate: Number of Reviews Responded To / Total Number of Reviews

Importance of Guest Satisfaction Report

  • Service Improvement: Highlights areas where service can be enhanced based on guest feedback.
  • Reputation Management: Helps maintain and improve the hotel’s reputation by addressing negative feedback promptly.
  • Customer Retention: Enhances guest loyalty by showing that the hotel values and acts on guest feedback.
#OnResTips: This is how to deal with angry hotel guests and boost their satisfaction. 

4. Sales and Marketing Report

This report evaluates the effectiveness of the hotel’s sales and marketing efforts, including campaign performance, lead conversion rates, and sales growth.

Key Metrics

  • Cost Per Acquisition (CPA): Total Marketing Spend / Number of New Customers Acquired
  • Conversion Rate: Number of Bookings / Number of Leads
  • Return on Marketing Investment (ROMI): (Revenue from Marketing Campaigns – Cost of Marketing Campaigns) / Cost of Marketing Campaigns

Importance of Sales and Marketing Report

  • Marketing ROI: Measures the return on investment for marketing campaigns to allocate budget effectively.
  • Campaign Effectiveness: Evaluates which marketing strategies are most successful in driving bookings.
  • Sales Performance: Tracks the performance of the sales team and overall sales processes.

5. Housekeeping and Maintenance Report

This report tracks the efficiency and effectiveness of the housekeeping and maintenance departments, ensuring the property remains in optimal condition.

Key Metrics

  • Turnaround Time: Average time taken to clean and prepare a room for the next guest.
  • Maintenance Request Completion Rate: Number of Completed Maintenance Requests / Total Number of Maintenance Requests
  • Guest Complaints Related to Cleanliness: Total Number of Cleanliness Complaints

Importance of Housekeeping and Maintenance Report

  • Operational Efficiency: Ensures that rooms are cleaned and maintained promptly, improving guest satisfaction.
  • Preventive Maintenance: Helps schedule regular maintenance to avoid major repairs and downtime.
  • Quality Control: Monitors the effectiveness of housekeeping services and identifies areas for improvement.

6. Food and Beverage Report

A food and beverage report provides insights into the performance of the hotel’s dining services, including restaurants, bars, and room service.

Key Metrics

  • Food Cost Percentage: (Cost of Goods Sold / Total Food Sales) x 100
  • Beverage Cost Percentage: (Cost of Goods Sold / Total Beverage Sales) x 100
  • Average Spend Per Cover: Total F&B Revenue / Number of Covers

Importance of Food and Beverage Report

  • Cost Control: Helps manage food and beverage costs to maintain profitability.
  • Menu Performance: Identifies which menu items are popular and which need to be re-evaluated.
  • Service Quality: Monitors guest feedback related to dining experiences to improve service standards.

7. Revenue Management Report

This report focuses on analyzing and optimizing the hotel’s pricing and inventory strategies to maximize revenue.

Key Metrics

  • RevPAR Index: Hotel’s RevPAR / Competitor Set’s RevPAR
  • Average Length of Stay (ALOS): Total Room Nights / Number of Bookings
  • Booking Pace: Rate at which reservations are made over a specific period

Importance of Revenue Management Report

  • Pricing Strategy: Helps adjust pricing based on demand forecasts and competitive analysis.
  • Revenue Optimization: Identifies opportunities to increase revenue through strategic pricing and inventory management.
  • Market Positioning: Assesses the hotel’s performance relative to its competitors.

8. Employee Performance Report

An employee performance report evaluates the productivity, efficiency, and satisfaction of the hotel’s staff.

Key Metrics

  • Employee Turnover Rate: (Number of Employees Leaving / Total Number of Employees) x 100
  • Employee Satisfaction Score: Average rating from employee satisfaction surveys
  • Training Hours Per Employee: Total Training Hours / Number of Employees

Importance of Employee Performance Report

  • Staff Retention: Identifies factors contributing to high turnover and strategies to improve retention.
  • Employee Development: Tracks training and development efforts to ensure staff are well-equipped to perform their roles.
  • Operational Efficiency: Measures employee productivity and efficiency to optimize workforce management.

9. Competitor Analysis Report

This report compares the hotel’s performance with its competitors, providing insights into market positioning and opportunities for improvement.

Key Metrics

  • Market Share: Hotel’s Total Revenue / Total Market Revenue
  • Competitive Pricing Analysis: Comparison of room rates with competitors
  • Competitor Occupancy Rate: Analysis of competitors’ occupancy rates

Importance of Competitor Analysis Report

  • Market Positioning: Assesses the hotel’s competitive position in the market.
  • Benchmarking: Identifies strengths and weaknesses relative to competitors.
  • Strategic Planning: Informs strategic decisions to improve market share and performance.


Regularly reviewing these essential hotel performance reports can provide invaluable insights into various aspects of your hotel’s operations.

By understanding and acting on the data presented in these reports, hotel managers can make informed decisions that enhance efficiency, improve guest satisfaction, and drive profitability.

Embracing data-driven management is key to staying competitive and achieving long-term success in the hospitality industry.

Steve Behrisch, President & CEO

Steve joined the OnRes Team as an account rep in 2008 and was promoted to VP of Operations a short time later. In 2011, Steve agreed to purchase OnRes and became President and CEO, and has been steering the ship since; achieving significant milestones such as rebuilding the reservation software from the bottom up, forging new partnerships, doubling the revenue, and much more…
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