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Nowadays, the sky's the limit when it comes to hotel reporting. With the right tool or system, you can track just about anything. Your options are endless.
For some, this means that figuring out the right hotel reports for your success can make your head spin. That’s where we step in, offering you a concise guide to streamline your reporting needs.
Nearly every action in a hotel—by guest or staff—leaves a digital trace, otherwise known as a data point. For example, when a guest books through an online travel agency (OTA), it generates a record in both the OTA's system and your Property Management System (PMS). Similarly, your reporting software can also track each time your staff successfully upsells a hotel room, so you can start to analyze your most effective upselling strategies and the guests most likely to accept the deal.
Understanding how and what you can (and should) track in a report, however, is key to making informed decisions. Below are the main categories for types of reports in hotels:
If you’ve been relying on labor-intensive spreadsheets to conduct your hotel reporting, we’ve got good news: much of the data you need to track is automated. This means that vital reporting features you need to run a successful hotel business probably already exist in your tech stack.
The not-so-good-news? There is no universal setup we can recommend for comprehensive reporting. This is because every hotel uses different tech systems, and what works for your property may not work for another.
That said, some of the most important systems you already use have reporting capabilities. These include:
Each of these systems contains data, but you'll need to integrate them wherever possible to avoid data silos and maximize the effectiveness of reporting efforts.
Which systems generate what reports? We’re glad you asked. Here is an example of a hotel that sources its collection of front office reports from four different systems instead of one integrated platform.
While there are benefits to relying on only one or two reporting systems, it’s not a requirement. As new tools evolve, so might your resources. Ultimately, a setup that works for one hotel, may not work for another with different goals and priorities.
To help you decide what metrics to collect, we’ll dive into a list of reports that every hotel needs. For each report, we’ll discuss what they track and where you'll find them.
At the end of the day (pun intended), there are three types of reports in hotels you cannot go without.
As the name suggests, this report helps general managers and owners review the total revenue generated. It’s a detailed view that summarizes daily performance and the insights can help guide decision making.
The report calculates metrics such as Average Daily Rate (ADR), Average Room Revenue (ARR), Occupancy rate, Revenue per Available Room (RevPAR), and Cost per Occupied Room (CPOR). It also totals and itemizes room charges, payments received and receivables, and expenses. The manager report is usually generated in the PMS.
The daily forecast is a planning tool exclusively for the day ahead. It includes upcoming arrivals, departures, occupancy and Average Room Rate (ARR). Beyond setting expectations for what tomorrow’s manager report might look like, it helps sales and front office teams plan their day. Find it in the PMS.
The POS and cashier reports in hotels document all transactions. While the POS report focuses on individual terminals around the hotel, the cashier report focuses on the front desk. Expect to see totals and balances in both. They are generated in the POS and PMS.
Taxes vary in complexity by city, state, and country. Even factors like length of stay and guest origin can affect how much you’ll pay in taxes. A good PMS can generate relevant tax reports to ensure you remain in compliance.
At the heart of your operations, front office reporting powers decision-making. The next four are essential for all hotels.
The purpose of the pace report is to shed light on the future and compare the past. Key metrics such as revenue, room nights sold, and revenue per available room offer valuable insights for strategic pricing and marketing. These reports can be generated by an RMS or PMS.
Finding out where bookings come from is one thing, but influencing their origin is another altogether. Channel analysis reports are often used to help save on commissions by analyzing metrics like conversion rate, cost and total revenue according to distribution channel. If one is performing better than another, you can adjust accordingly. Detailed views are available in RMS and PMS systems.
When you understand the types of guests you serve, you can better tailor your marketing efforts. Market segmentation reports unveil guest demographics — age, travel purpose and origin — and can even pinpoint target segments like family leisure travelers or couples, tied to metrics such as ADR or Average Length of Stay (ALOS). Check your PMS for market segmentation reports.
High guest satisfaction ratings, otherwise known as positive reviews, attract more customers while negative reviews spotlight areas for growth. If your checkout process includes prompts for guest surveys, you can analyze Customer Satisfaction Scores (CSAT) and engagement metrics to gauge the overall guest experience. Generate these reports using a centralized guest management platform. Even better, incorporate contactless checkout that guides guests to leave positive reviews through a brief, customizable survey, so you can access mountains of usable data.
Market share reports gauge your performance against competitors. These reports provide benchmarks you can use to compare performance, like Revenue Generating Index (RGI). You can source these reports from specialized providers that aggregate competitor data.
These reports align food and beverage operations, performance and goals with your hotel's overall strategy.
Restaurant sales and turnover reports track F&B performance. Explore metrics such as table turnover rate, average check per customer, and revenue per available seat hour. Depending on the reporting capabilities, you can filter by segment, such as restaurant or bar, and review budgeted revenue versus actual revenue. Your POS can generate this report.
Your chef and kitchen staff can use this as a guide for purchasing food and monitoring kitchen inventory. Metrics such as menu item profitability and inventory turnover ratio help manage cost. Find this report in your POS tool.
A wastage report helps you order more responsibly by tracking commonly wasted ingredients. When you track loss amounts and the reasons behind the waste, you can audit your inventory management process to reduce costs. Turn to a POS tool for this report.
These reports reveal what's usually hidden from everyone except housekeeping. They offer visibility into other departments and help your team operate more efficiently.
Your housekeeping team will use this report to communicate with other departments regarding occupancy, turnover status and vacancy. When automated and synced with your PMS, the report can notify housekeeping when a guest checks, making for a more efficient cleaning process. Front desk teams will leverage this report to access real-time information during check-in and booking. Access smart checkout reporting in your PMS.
The purpose of this report is to keep billing accurate and stocks in check. Whether automated or entered manually, it itemizes spend and can be found in your PMS.
Tailor your hotel's room cleaning process with a trackable checklist that the team can use to report areas requiring attention, such as repairs or replacements. Housekeeping tools within PMS systems offer this functionality and reporting for enhanced efficiency.
While administrative reports are not exclusive to hotels, these reports are crucial for tracking the success of your business.
This report is your bottom line and part of your financial statements. Detailed reporting will reveal metrics beyond the totals, such as Net Operating Income (NOI). This report is prepared following the Uniform System of Accounts for the Lodging Industry (USALI).
The purpose of a hotel staffing report is to optimize scheduling and labor management. Metrics include staffing levels, labor costs and productivity indicators. Specialized tools offer insights into scheduling efficiency.
As technology advances and guests demand more personalized experiences, it’s important to let your reporting strategies evolve as well. Siloed reporting doesn’t show the full picture, and when your teams lack visibility across touchpoints, it becomes harder for them to deliver great guest service.
Ultimately, your hotel’s goals, systems, and routines are subject to change. Successful reporting is dynamic; it's all about what suits your hotel best at the moment.
When you balance direct and indirect channels thoughtfully, and employ technology skillfully, you set the stage for sustainable growth and greater profitability.
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