Anders Johansson

📊 Are your weekend rates competitive or profitable? Data reveals "discounted-package" guests might incur losses compared to transient guests spending more on amenities. Marketing channels differ: an email campaign may boost F&B spends by 50% over OTAs. Front desk efficiency? Agent Jane achieves 30% more paid upgrades. Maintenance logs show 3rd-floor AC units fail 80% more in July, suggesting preventative action. Leaking 90% of in-house bar revenue to competitors? Repurpose data for strategic decisions and automate with Hotel BI systems.

🏨 Housekeeping productivity is redefined by prioritizing quality over speed. Cleaning 14 flawless rooms with no complaints is better than 18 rushed rooms. Key areas for profit: Housekeeping, Front Office, and F&B, focusing on metrics like Guest Satisfaction Scores (GSS), $ Upsell Revenue, and Revenue per Guest. Shift from cost-cutting to productivity-driven strategies, emphasizing tech investment, process optimization, and employee empowerment for sustainable profitability and brand loyalty. Implement changes by asking, "How can we do this better?

🛢 When hotels target specific guests rather than "everyone," they boost guest satisfaction and productivity. By focusing on a defined target audience, hotels can align messaging, expectations, and pricing effectively, leading to higher NPS scores and stronger pricing power. Reduction in Customer Acquisition Cost and a more efficient booking funnel improve profitability. Use of the F-E-S (Functional, Emotional, Social) Lens helps create precise Ideal Guest Profiles, aiding in marketing strategies and content creation.

📊 An average occupancy of 70% hides disparities: 95% on weekends, 45% mid-week. Average RGI of 105 masks missed opportunities; a concert night had only 90 RGI. To improve, visualize daily data instead of averages. Strategies include targeted flash sales for low-demand days and dynamic pricing for peak days. Tools like Demand Calendar provide daily performance insights, fostering precise actions to optimize profitability. Stop relying on averages; focus on distribution for better results.

📊 Customer Satisfaction Score (CSAT) gauges immediate guest happiness via a 1-5 scale. Net Promoter Score (NPS) predicts loyalty, categorizing guests as Promoters (9-10), Passives (7-8), or Detractors (0-6). Online reviews offer critical insights with qualitative feedback. Post-stay surveys, in-stay feedback, social media monitoring, and digital forms enhance data collection. To improve, analyze comments, engage with Detractors, activate Promoters, and benchmark against competitors, ensuring guest satisfaction drives long-term growth and reputation.

📊 Shift focus from market share to wallet share with data-driven insights. Increase revenue by targeting high-value guests; BI tools analyze Total Revenue Per Guest (TRevPAR). Direct bookings yield 18% more profit. Enhance booking engines with dynamic offers. Upsell 3-7 days prior to arrival using personalized data, improving conversion rates to 10%. Optimize labor with forecasting from BI tools, potentially saving thousands. Leverage AI sentiment analysis to enhance operations and boost direct re-bookings, driving growth in a flat market.