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The strategies that drive a high performance People culture
Steve Rockey, People Director at The PIG Hotels, is joined by Sona's VP of Hospitality, Paul Watson, in conversation on the culture strategies that deliver high performance teams.
Key Performance Indicators for 2025
Reveal the metrics leaders will track in 2025...
Workforce development
Financial & operational performance
Guest experience
Team satisfaction: Ensure Employee Net Promoter Score (ENPS) increases through wellbeing activities.
General performance: Ensure occupancy rate increases by improving brand loyalty.
Guest interest: Drive average length of stay (ALOS) by offering guest incentives.
Employer reputation: Increase the no. of employees recommending the location as a great place to work by implementing referral incentives.
Daily value:Increase Average Daily Rate (ADR) by encouraging staff to upsell.
Online reputation: Improve Google/Aggregator review average by segmenting guests with positive experiences and encouraging them to share.
Labour costs: Improve labour spend by deploying staff hours to fit sales opportunities.
Room value: Improve Revenue Per Available Room (RevPAR) by optimising booking channels mix.
Online reach: Utilise the correct social channels to increase brand reach and engage a wider target audience.
Absence management: Reduce sickness hours per 1000 work hours by tracking and encouraging healthy levels of overtime for each team member.
Room type value: Improve RevPar Room Type Index for premium rooms by offering room-specific amenities.
Guest loyalty: Increase recurring customer rate by implementing a tiered loyalty programme.
Outside recognition: Drive organisational brand awareness by applying for employer awards.
Loyalty programme: Increase loyalty programme enrolment by surveying customers to ensure the right benefits are offered.
Guest recommendations:Improve Guest Net Promoter Score (NPS) by aiming for one memorable touchpoint in every guest experience.
Tenure success: Increase average no. of employees with 2+ years of experience by offering tenure-specific benefits (e.g. higher discount rates, sabbatical option, etc.).
Scheduling: Increase visibility of expected spend by ensuring future schedules are available with more notice to all team members.
Amenities satisfaction:Increase amenities usage rate by surveying customers to understand favourite amenities.
Definitions
- ADR = room revenue / number of rooms sold (occupied)
- RevPAR = average daily rate x occupancy rate or total revenue from night / total number of rooms available
- ALOS = total occupied room nights / number of bookings
- Occupancy rate = total number of occupied rooms / total number of available rooms x 100
- RevPar Room Type Index = % total RevPAR x number of specific room type / % inventory x number of specific room type
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