One app usage figure hides different outcomes
Hotel guest journey KPIs measure completed actions and real service outcomes, not only app visits. Rezervem Stay is the guest-facing experience, while Manager, Experience, Pay and other systems own the measurable transactions. A guest may open the portal but fail to find a table; another may start an extra purchase but not complete payment; a third may wait too long for room service. One page-view count cannot explain those separate problems.
Organise reporting by access, stay verification, pre-check-in, restaurant booking, offer selection, payment, delivery, service requests and feedback. Define a numerator and denominator for each measure.
Choose the right conversion denominator
Suppose 1,000 eligible stays resulted in 600 link impressions, 420 portal opens, 350 verified sessions and 180 restaurant bookings. A booking rate of 18% of stays and about 51% of verified sessions answer different questions; these are illustrative figures, not Rezervem statistics.
Never mix impressions, unique stays, unique verified guests and transactions as if they were the same population. One person may make several bookings. Exclude staff tests and duplicated sessions where appropriate.
Measure sales from exposure through fulfilment
Track an extra as: relevant offer shown, product viewed, order created, payment confirmed, service delivered, and refund where applicable. For example, 200 impressions might yield 30 orders, 24 collections, 22 deliveries and two refunds. Calling all 30 completed sales would be misleading.
Deposits are not full collection, and room-account balances may sit in another financial system. Keep QR Order transactions distinct from Experience catalogue orders.
Measure service quality and ownership
For guest requests, look beyond the number received: department assignment, time to first response, resolution within target, handovers and reopened tasks matter. QR orders need delivery measures; restaurants need bookings and cancellations.
When comparing satisfaction between outlets or periods, show sample size. Two five-star responses cannot be compared fairly with hundreds of slightly lower scores. Treat comments as evidence for investigation, not automatic task creation in every setup.
Create a weekly hotel scorecard
Report eligible stays, verified sessions, booking conversion, Experience orders, settled Pay amounts, QR deliveries, Hospitality request resolution and feedback volume. Keep each record owner and denominator visible.
The goal is a practical management discussion: what was changed and did the relevant guest friction improve? This is a recommended analysis model, not a claim that every metric is currently bundled in one Rezervem dashboard.
- Keep unique stays and guests separate.
- Report collected payments separately from orders.
- Do not confuse dining entitlements with real available tables.
- Measure delivered service separately from accepted requests.
- Include response counts and guest context alongside survey scores.
