Catalogue of definitions
Every term, with its formula.
97 terms
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Everyday terms
Room statuses, bookings, channels and systems: the acronyms that appear in the dashboard and on this website.
Inventory and room status 13
- Physical rooms
- Every room in the building, sellable or not.
- Rooms available
- Rooms that can be sold: physical rooms minus OOO.
- FormulaPhysical − OOO
- Rooms sold
- Rooms with a reservation for the night.
- RNRoom nights
- One room sold for one night: the hotel's unit of volume.
- Occupied
- Room with a guest staying in it.
- VCVacant Clean
- Empty, clean and ready to sell.
- VDVacant Dirty
- Empty and waiting to be cleaned.
- IPCleaning in progress
- Housekeeping is cleaning it now.
- OOOOut of Order
- Blocked for repairs or works: removed from sellable inventory.
- OOSOut of Service
- Short block for minor maintenance: stays in sellable inventory.
- In house
- Guests staying in the hotel right now.
- Due in
- Today's expected arrivals not yet checked in.
- Due out
- Today's expected departures not yet checked out.
Bookings and comparisons 8
- OTBOn the Books
- Confirmed reservations for future dates at the time of reading.
- STLYSame Time Last Year
- The same date last year, read at the same lead time (364 days, same weekday).
- LYLast Year
- Final figure for the same period last year.
- MTDMonth to Date
- Cumulative from the 1st of the month to date.
- Booking pace
- How fast a period is booking against a reference, usually STLY.
- Lead time
- Days left until arrival at the time of reading.
- Closed night
- A night already past: its figures are actuals, not OTB.
- Comp setCompetitive set
- Competing hotels your property is benchmarked against (ARI, MPI, RGI).
Channels, systems and finance 15
- PMSProperty Management System
- The hotel's core system: reservations, rooms, stays and billing.
- POSPoint of Sale
- The till system of the restaurant, bar, spa or shop.
- Channel manager
- Distributes rates and availability to the sales channels.
- RMSRevenue Management System
- System that recommends or sets rates from demand.
- CRMCustomer Relationship Management
- Guest database and history.
- OTAOnline Travel Agency
- Online intermediary: Booking.com, Expedia…
- GDSGlobal Distribution System
- Booking system used by agencies and corporates (Amadeus, Sabre…).
- Direct
- Booking with no intermediary: own website, phone or walk-in.
- F&BFood & Beverage
- Restaurant, bar, room service and banqueting.
- MICEMeetings, Incentives, Conferences & Exhibitions
- Meetings, incentives, conferences and events segment.
- ESGEnvironmental, Social & Governance
- Environmental, social and governance criteria.
- GOPGross Operating Profit
- Total revenue minus the hotel's operating costs.
- FormulaTotal revenue − operating costs
- Night audit
- End-of-day close in the PMS: freezes the day and opens the next.
- Business date
- The hotel day a figure belongs to; it changes at night audit.
- KPIKey Performance Indicator
- Metric that measures the hotel's performance.
Traceability 4
- Formula
- How the KPI is computed from its inputs.
- Inputs
- The value each variable of the formula takes.
- Source record
- The PMS row (or other source) each input comes from.
- Raw record
- That row exactly as it arrived from the source.
57 hotel KPIs
The product's catalogue, grouped like a KPI guide: definition, formula and unit. Each one opens in the demo dashboard.
Revenue and performance 22
- OccupancyOccupancy rate
- Share of available rooms sold for the commercial stay period.
- FormulaRooms sold ÷ rooms available × 100
- ADRAverage Daily Rate
- Average room revenue earned per room sold.
- FormulaRoom revenue ÷ rooms sold
- RevPARRevenue per Available Room
- Room revenue generated per room available for sale.
- FormulaRoom revenue ÷ rooms available
- TRevPARTotal Revenue per Available Room
- Total hotel revenue per available room.
- FormulaTotal revenue ÷ rooms available
- RevPORRevenue per Occupied Room
- Revenue attributed per occupied room.
- FormulaRevenue ÷ occupied rooms
- GOPPARGross Operating Profit per Available Room
- Gross operating profit generated per available room.
- FormulaGOP ÷ rooms available
- GOPPORGross Operating Profit per Occupied Room
- Gross operating profit generated per occupied room.
- FormulaGOP ÷ occupied rooms
- GOP margin
- Gross operating profit as a share of revenue.
- FormulaGOP ÷ revenue × 100
- GP I marginGross Profit I margin
- First-level gross profit margin under the property's accounting definition.
- FormulaGross profit I ÷ revenue × 100
- GP II marginGross Profit II margin
- Second-level gross profit margin under the property's accounting definition.
- FormulaGross profit II ÷ revenue × 100
- Room revenue
- Revenue assigned to the rooms department.
- FormulaSum of rooms department revenue
- Total revenue
- Reconciled revenue across the included hotel departments.
- FormulaSum of included departmental revenue
- Department revenue
- Revenue assigned to a hotel department.
- FormulaSum of the department's revenue
- Department profit
- Department revenue less its direct operating costs.
- FormulaDepartment revenue − direct costs
- Pickup
- Change in on-the-books rooms or revenue between two cutoffs.
- FormulaCurrent OTB − OTB at the previous reading
- Pace vs STLYPace versus Same Time Last Year
- On-the-books position compared with the same lead-time cutoff last year.
- FormulaCurrent OTB − STLY OTB at the same lead time
- Booking window
- Time between reservation creation and arrival.
- FormulaArrival date − booking date
- Cancellation %Cancellation rate
- Share of eligible reservations cancelled.
- FormulaCancelled ÷ eligible bookings × 100
- No-show %No-show rate
- Share of due arrivals recorded as no-shows.
- FormulaNo-shows ÷ expected arrivals × 100
- ARIAverage Rate Index
- Hotel ADR relative to its competitive set.
- FormulaHotel ADR ÷ comp set ADR × 100
- MPIMarket Penetration Index
- Hotel occupancy relative to its competitive set.
- FormulaHotel Occ ÷ comp set Occ × 100
- RGIRevenue Generation Index
- Hotel RevPAR relative to its competitive set.
- FormulaHotel RevPAR ÷ comp set RevPAR × 100
Ancillary revenue and F&B 8
- F&B RevPARFood & Beverage Revenue per Available Room
- F&B revenue normalised by available rooms.
- FormulaF&B revenue ÷ rooms available
- Average check
- Average F&B revenue per cover served.
- FormulaF&B revenue ÷ covers
- Food cost %Food cost percentage
- Ingredient cost as a share of food revenue.
- FormulaIngredients consumed ÷ food revenue × 100
- Beverage cost %Beverage cost percentage
- Beverage cost as a share of beverage revenue.
- FormulaCost of beverages consumed ÷ beverage revenue × 100
- Prime cost %Prime cost percentage
- F&B goods and labour cost as a share of F&B revenue.
- Formula(COGS + labour cost) ÷ F&B revenue × 100
- RevPASHRevenue per Available Seat Hour
- F&B revenue per available seat-hour.
- FormulaF&B revenue ÷ (seats × service hours)
- Table turnsTable turnover rate
- Covers served per table in a service period.
- FormulaCovers served ÷ tables per service
- Other dept COGS %Other department COGS ratio
- Goods cost as a share of another department's revenue.
- FormulaCost of goods ÷ department revenue × 100
Operations and costs 7
- OOO rateOut of Order rate
- Share of physical rooms marked out of order.
- FormulaOOO rooms ÷ physical rooms × 100
- Operational occupancy
- Occupancy over rooms in service, excluding OOO.
- FormulaOccupied rooms ÷ (physical − OOO) × 100
- CPORCost per Occupied Room
- Operating cost allocated per occupied room.
- FormulaTotal operating costs ÷ occupied rooms
- COGSCost of Goods Sold
- Cost of goods consumed over a period.
- FormulaOpening inventory + purchases − closing inventory
- COGS %Cost of Goods Sold ratio
- Cost of goods as a share of departmental revenue.
- FormulaCOGS ÷ department revenue × 100
- Maintenance %Maintenance percentage
- Maintenance cost as a share of revenue.
- FormulaMaintenance cost ÷ revenue × 100
- Utility / occupied roomUtility cost per occupied room
- Utility cost per occupied room.
- FormulaUtility cost ÷ occupied rooms
Distribution and channels 3
- Direct booking %Direct booking ratio
- Share of bookings from direct channels.
- FormulaDirect bookings ÷ total bookings × 100
- Distribution cost %Distribution cost percentage
- Distribution costs as a share of revenue.
- FormulaDistribution costs ÷ total revenue × 100
- GDS / wholesale mixGDS and wholesale mix
- Share of production from GDS and wholesale.
- FormulaGDS and wholesale production ÷ total production × 100
Marketing 3
- Conversion rate
- Share of direct booking sessions that complete a booking.
- FormulaCompleted direct bookings ÷ booking sessions × 100
- CPACost per Acquisition
- Marketing spend per attributed acquisition.
- FormulaMarketing spend ÷ attributed acquisitions
- Website source mix
- Share of website demand by acquisition source.
- FormulaSource production ÷ total web production × 100
Loyalty and CRM 3
- ALOSAverage Length of Stay
- Average room nights per stay.
- FormulaRoom nights sold ÷ stays
- Repeat guest %Repeat guest ratio
- Share of guests who are repeat visitors.
- FormulaRepeat guests ÷ total guests × 100
Guest experience 3
- NPSNet Promoter Score
- Promoter share less detractor share.
- Formula% promoters − % detractors
- GSS / CSATGuest Satisfaction Score / Customer Satisfaction
- Average survey or review score on a declared scale.
- FormulaAverage of responses on the declared scale
- Guest waitGuest wait time
- Time a guest waits at a service touchpoint.
- FormulaMeasured or estimated waiting time
Staff and productivity 4
- Labour cost %Labour cost ratio
- Labour cost as a share of revenue.
- FormulaLabour cost ÷ revenue × 100
- Payroll / occupied roomPayroll per occupied room
- Payroll cost per occupied room.
- FormulaPayroll cost ÷ occupied rooms
- Overtime %Overtime rate
- Overtime hours as a share of worked hours.
- FormulaOvertime hours ÷ hours worked × 100
- Staff productivity
- Operational output per labour hour.
- FormulaDeclared output ÷ labour hours
Groups, MICE and events 2
- Group room nights
- Room nights in the group or event segment.
- FormulaSum of group segment room nights
- Event utilisationEvent space utilisation
- Booked event-space time as a share of sellable time.
- FormulaSpace-hours booked ÷ sellable space-hours × 100
Sustainability and ESG 2
- Energy intensity
- Metered energy per unit of hotel activity.
- FormulaMeasured energy ÷ unit of activity
- Water intensity
- Metered water per unit of hotel activity.
- FormulaMeasured water ÷ unit of activity
Next step
Open it up and then let's talk.
The demo dashboard is open, no sign-up needed. If it fits, tell us which PMS you use and how many rooms you have.
The linked screens are from the demo dashboard: a fictitious 100-room hotel. No figure belongs to a real hotel.