Track What Truly Matters for Hotel Team Success
Establish clear and relevant Key Performance Indicator (KPI) categories tailored to each department—front desk, housekeeping, food & beverage, maintenance, and more. Defining the right KPIs helps align individual performance with your hotel’s operational goals, boost accountability, and drive measurable improvement across all staff roles. Start by categorizing KPIs under areas like productivity, guest satisfaction, punctuality, and compliance to build a transparent and efficient workforce evaluation system.
Define KPI Categories
✅ Standard KPI Categories
Define consistent performance benchmarks for every hotel department. Tailor metrics like attendance, task completion rate, guest feedback, efficiency, and teamwork based on roles such as Front Desk, Housekeeping, Kitchen Staff, Maintenance, and Management. These categories ensure fairness, clarity, and data-driven evaluations across your hotel team.
✅ Standard KPI Categories (For Each Role)
KPI Category | Description |
|---|---|
| 1. Attendance & Punctuality | Regularity and timeliness of reporting to duty. |
| 2. Job Knowledge | Understanding of job responsibilities and technical skills required. |
| 3. Quality of Work | Accuracy, consistency, and attention to detail in task execution. |
| 4. Guest Satisfaction / Service Excellence | Guest feedback, reviews, or complaints relevant to the position. |
| 5. Communication & Teamwork | Clarity in communication and collaboration with team members. |
| 6. Problem-Solving & Initiative | Ability to resolve issues proactively and take initiative. |
| 7. Grooming & Personal Presentation | Adherence to grooming standards and personal hygiene. |
| 8. Compliance with SOPs | Following standard procedures, safety, and brand standards. |
| 9. Productivity & Time Management | Efficient use of time and ability to handle workload. |
| 10. Training & Development Participation | Participation in training programs and applying new learning. |
Front Office Department KPIs
Measure Service Efficiency, Guest Experience & Operational Accuracy
Track the key performance indicators that define excellence at the front desk. From guest check-in/check-out speed and reservation accuracy to upselling performance and customer satisfaction scores, these KPIs ensure your team delivers a seamless, professional, and guest-focused experience—day and night
🧑💼 KPI Table: Front Office Manager
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Guest Satisfaction | Ensure a consistently high level of guest satisfaction by resolving complaints promptly, maintaining service quality, and leading the front office team to deliver exceptional experiences. | Guest feedback forms, online reviews, complaint logs | 90%+ positive feedback & <5% complaint rate | 15% |
| 2 | Staff Supervision & Team Performance | Monitor, mentor, and manage front office staff performance through regular briefings, skill development, and proper shift scheduling to ensure smooth operations. | Daily duty reports, shift logs, staff feedback, attendance records | 100% staffing compliance, weekly team briefings | 10% |
| 3 | Check-in/Check-out Efficiency | Oversee and optimize the check-in/check-out process to ensure minimum wait time and enhanced guest satisfaction, using automation and proper queue management. | Time audits, PMS data, CCTV if available | Average time < 5 minutes | 10% |
| 4 | Reservation Accuracy & Revenue Capture | Ensure room bookings, upgrades, and billing are accurate and in line with company policy, avoiding revenue leakage or overbooking errors. | PMS audit reports, billing accuracy reviews | 98%+ reservation & billing accuracy | 10% |
| 5 | Upselling & Cross-Selling Initiatives | Drive revenue by implementing and monitoring upselling strategies for room categories, dining, and hotel services at the front desk. | Sales tracking reports, front desk sales reports | Minimum 10% upsell rate per shift | 10% |
| 6 | Operational SOP Compliance | Ensure the team follows Standard Operating Procedures (SOPs) for guest handling, room allocation, data entry, and reporting. | Internal audits, SOP checklists | 100% SOP compliance during random checks | 10% |
| 7 | Communication & Coordination | Maintain effective communication with other departments (Housekeeping, Maintenance, F&B, etc.) to ensure smooth guest service and issue resolution. | Department logbooks, cross-department communication reports | Daily coordination logged | 10% |
| 8 | Training & Development | Organize and track front office training sessions, onboarding programs, and skill refreshers to improve performance and reduce service gaps. | Training attendance sheets, evaluation scores | One session/month, 80% staff participation | 10% |
| 9 | Shift Handover & Reporting | Ensure proper documentation, verbal handovers, and reporting at every shift change to avoid miscommunication and errors. | Handover logbook audits | 100% compliance with handover protocol | 7% |
| 10 | Cost & Resource Management | Monitor and control front office resource usage (stationery, energy, equipment), and optimize scheduling to reduce unnecessary expenses. | Monthly cost reports, shift rosters | Meet departmental cost budget | 8% |
🧑💼 KPI Table: Front Office Team Leader/Supervisor
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Guest Handling & Problem Resolution | Act as the first point of escalation for guest complaints and requests, ensuring prompt resolution and professional communication. | Complaint logs, guest satisfaction surveys | 90%+ issues resolved within 15 minutes | 15% |
| 2 | Staff Coordination & Shift Supervision | Oversee the daily operations of the front desk during assigned shifts, manage staff assignments, break schedules, and task distribution. | Duty rosters, supervisor logbook, shift reports | Smooth shift execution with zero operational gaps | 12% |
| 3 | Check-in/Check-out Efficiency | Supervise and support front desk agents to maintain fast and accurate guest check-ins and check-outs. | Queue times, PMS data, guest wait time tracking | Average < 5 mins per guest | 10% |
| 4 | Reservation Handling & Walk-in Management | Ensure accuracy in last-minute reservations, walk-in guest handling, and coordination with reservations team for room availability. | PMS reservation logs, occupancy records | 100% accuracy and guest satisfaction in real-time bookings | 10% |
| 5 | Upselling & Promotions | Lead by example in executing upselling strategies at the front desk and motivate agents to meet daily targets. | Sales reports, upsell rate tracking | Achieve at least 10% upsell conversion rate | 10% |
| 6 | SOP Implementation & Monitoring | Monitor team’s adherence to SOPs in guest interaction, checklists, emergency handling, and reporting. | Random SOP compliance checks, internal audits | 100% team compliance | 10% |
| 7 | Grooming & Appearance Standards | Ensure the front office team follows the hotel’s grooming and appearance policy at all times. | Daily briefing logs, manager inspections | 100% grooming compliance | 8% |
| 8 | Training Support & Skill Sharing | Assist in onboarding new front desk agents and conduct mini-training or refreshers on specific procedures. | Training logs, feedback forms | 1 session/month, 100% staff participation | 8% |
| 9 | Shift Handover & Documentation | Maintain clear and accurate handover notes, ensure smooth communication between shifts. | Handover logs, feedback from other shift leaders | No missing or unclear handovers | 7% |
| 10 | Coordination with Other Departments | Communicate effectively with Housekeeping, Maintenance, and Security for room status, guest issues, and VIP coordination. | Shift reports, follow-up records | 100% timely coordination on guest-impacting issues | 10% |
🧑💼 KPI Table: Front Office Executive / Guest Service Associate
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Guest Check-in & Check-out Accuracy | Ensure all guest check-ins and check-outs are handled efficiently with accurate documentation and billing. | PMS audit logs, guest feedback, supervisor observation | 100% error-free transactions | 15% |
| 2 | Guest Interaction & Service Quality | Deliver personalized and courteous service, respond to guest queries and provide proactive assistance. | Guest satisfaction surveys, online reviews | Minimum 85% positive feedback | 12% |
| 3 | Reservation & Walk-in Handling | Manage reservations, cancellations, and walk-in guest requests as per SOP and availability. | PMS data, audit trails | 100% reservation entry accuracy | 10% |
| 4 | Telephone Etiquette & Call Handling | Attend calls professionally, following the brand script, logging calls, and routing queries correctly. | Call monitoring, mystery audit reports | 100% adherence to call standards | 8% |
| 5 | Billing & Cash Handling Accuracy | Ensure bills are generated without error and payments are posted correctly with proper cash register handling. | Cashier reports, finance audit logs | Zero cash/billing discrepancies | 10% |
| 6 | Knowledge of Property, Events & Promotions | Maintain up-to-date knowledge of hotel facilities, local events, and ongoing promotions to assist guests. | Spot checks, role-play evaluations | 100% score on monthly knowledge check | 8% |
| 7 | Grooming & Personal Presentation | Maintain professional appearance and follow the hotel’s grooming standards at all times. | Daily supervisor checklist | 100% compliance | 7% |
| 8 | SOP & System Compliance | Follow hotel SOPs for check-in/out, room assignment, and guest complaints, and operate PMS efficiently. | Supervisor audits, PMS usage reviews | Zero SOP violations | 10% |
| 9 | Communication & Team Coordination | Maintain clear communication with team members and other departments for room readiness, VIPs, etc. | Shift briefing logs, feedback from other teams | Timely communication, zero complaints | 10% |
| 10 | Upselling & Cross-selling | Offer room upgrades or promote hotel services (spa, dining, etc.) during guest interactions. | Sales reports, supervisor observation | Minimum 5% upselling conversion rate | 10% |
🧳 KPI Table: Bell Desk / Concierge
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Guest Luggage Handling | Ensure timely and careful handling of guest luggage during arrival and departure, maintaining safety and professionalism. | Supervisor observation, guest feedback | 100% on-time delivery without damage | 15% |
| 2 | Guest Welcome & Escorting | Greet guests warmly at the entrance, assist with check-in, and escort them to rooms with brief orientation. | Guest satisfaction reports, CCTV review | 100% guest escort for arrivals | 10% |
| 3 | Valet Parking & Vehicle Assistance | Manage guest vehicles securely and efficiently, ensuring proper documentation and handling keys responsibly. | Logbook audit, incident reports | Zero complaints or incidents | 10% |
| 4 | Local Area Knowledge & Assistance | Provide guests with accurate directions, local area information, and recommendations (restaurants, tours, etc.). | Mystery audit, spot-check quizzes | 100% knowledge score | 10% |
| 5 | Concierge Requests Handling | Fulfill guest requests for transport, bookings, special arrangements or amenities proactively. | Concierge logs, guest feedback | 100% fulfillment within promised time | 10% |
| 6 | Lost & Found Handling | Maintain accurate records and proper handling of lost items, as per hotel SOP. | Lost & Found register audits | 100% SOP compliance | 8% |
| 7 | Communication with Front Desk & Security | Coordinate with other departments for smooth guest handling, especially for VIP arrivals or emergency assistance. | Shift logs, incident coordination records | Zero communication delays | 8% |
| 8 | Grooming & Personal Presentation | Adhere to brand grooming standards and maintain a polished and helpful demeanor at all times. | Daily supervisor inspection | 100% compliance | 7% |
| 9 | SOP & Safety Compliance | Follow all safety protocols, bell desk procedures, and equipment handling standards (e.g., trolley, elevator use). | Audit checks, surprise drills | Zero violations | 7% |
| 10 | Feedback Collection & Upselling | Encourage guest feedback and promote hotel offerings when possible, like transport service or restaurant. | Feedback logs, upselling records | Minimum 5 upselling attempts per shift | 5% |
Housekeeping Department KPIs
Ensure Cleanliness, Efficiency & Guest Satisfaction
Evaluate the performance of your housekeeping team through key metrics such as room turnaround time, cleaning quality scores, guest feedback, inventory usage, and adherence to hygiene protocols. These KPIs help maintain high standards, streamline operations, and deliver a consistently spotless guest experience.
🧹 KPI Table: Housekeeping Manager
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Room Cleanliness & Readiness | Ensure rooms are cleaned, inspected, and ready for guest arrival on time with brand standards. | Room inspection reports, guest feedback | 98%+ rooms ready by check-in time | 15% |
| 2 | Team Supervision & Scheduling | Effectively manage team rosters, shift assignments, and leave schedules to ensure full coverage. | Attendance reports, duty rosters | 100% shift coverage with minimal overtime | 10% |
| 3 | Inventory & Linen Management | Oversee proper linen usage, housekeeping supplies, and timely inventory reporting. | Monthly inventory reports, wastage tracking | 100% stock availability with <5% loss | 10% |
| 4 | Guest Complaint Handling | Personally address guest issues related to cleanliness, amenities, or noise with empathy and speed. | Complaint logs, resolution time | 100% resolution within 30 mins | 10% |
| 5 | SOP & Brand Standards Compliance | Ensure all staff adhere to SOPs for cleaning, guest interaction, and personal hygiene. | Spot checks, audit scores | 95%+ SOP adherence | 10% |
| 6 | Maintenance Reporting | Report and follow up on in-room maintenance issues promptly to engineering. | Maintenance logs, closure time | 90% issues resolved within 12 hrs | 8% |
| 7 | Public Area Cleanliness | Maintain lobby, corridors, and public washrooms at all times to be guest-ready. | Supervisor inspections, guest review | 100% public area uptime | 7% |
| 8 | Training & Skill Development | Conduct regular training for new and existing staff on cleaning, etiquette, and safety. | Training logs, employee performance | Min. 1 session/month | 7% |
| 9 | Budget Control & Cost Efficiency | Monitor housekeeping-related expenses and suggest cost-effective practices without compromising quality. | Monthly cost reports, cost per room | Maintain within approved monthly budget | 8% |
| 10 | Interdepartmental Coordination | Collaborate with Front Office, Maintenance, and Laundry for seamless operations. | Feedback from HOD meetings | Zero critical coordination delays | 5% |
🧹 KPI Table: Housekeeping Team Leader / Supervisor
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Team Coordination & Daily Briefing | Conduct daily briefings, assign tasks, and monitor progress of room attendants. | Daily briefing logs, task sheets | 100% daily briefing and task assignment | 12% |
| 2 | Room Inspection & Quality Control | Personally inspect cleaned rooms to ensure cleanliness, amenity placement, and maintenance issues. | Room inspection checklist, guest reviews | 95%+ rooms pass first inspection | 15% |
| 3 | SOP Adherence Monitoring | Ensure team members follow standard procedures during room cleaning, linen handling, and guest interaction. | Spot checks, audit reports | 90%+ SOP adherence | 10% |
| 4 | Guest Requests & Service Fulfillment | Ensure timely response to guest requests like extra amenities, turn-down service, etc. | Service logs, response time tracking | 100% requests fulfilled within 10 minutes | 10% |
| 5 | Inventory Usage Monitoring | Track daily usage of cleaning supplies and linen; report discrepancies to the manager. | Supply usage records | <5% deviation from standard usage | 8% |
| 6 | On-the-Job Training & Mentoring | Provide daily guidance and on-the-job coaching to junior staff and new joiners. | Training feedback forms, observation | 2 training interactions/week | 8% |
| 7 | Cleanliness of Assigned Areas | Oversee cleanliness of allocated guest floors or zones including corridors and service areas. | Supervisor inspections, guest floor reports | 100% daily upkeep | 10% |
| 8 | Reporting & Escalation | Promptly report major guest issues, room damages, or suspicious activity to the manager. | Incident logbook, manager feedback | 100% incident reporting compliance | 7% |
| 9 | Shift Readiness & Punctuality | Ensure timely shift start, equipment readiness, and team presence. | Attendance reports, shift audits | 100% punctual shift starts | 10% |
| 10 | Team Morale & Conflict Handling | Maintain a supportive environment and resolve minor staff issues to keep morale high. | Feedback from attendants, incident reports | Zero unresolved staff conflicts | 10% |
🧹 KPI Table: Room Attendant / Housekeeping Staff
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Room Cleaning Standards | Perform thorough cleaning of guest rooms following SOP, including bed making, dusting, vacuuming, and bathroom cleaning. | Supervisor inspections, guest feedback | 95%+ rooms pass first inspection | 15% |
| 2 | Timeliness of Room Cleaning | Complete assigned room cleaning within allocated time (e.g., 25–30 mins per room). | Time tracking, room assignment log | 100% on-time completion | 10% |
| 3 | Guest Amenities Setup | Properly stock and arrange room amenities (towels, toiletries, stationery) as per brand standard. | Random checks, guest feedback | 100% accuracy | 10% |
| 4 | Linen Handling & Usage | Follow proper handling, collection, and replacement of linen while minimizing wastage. | Laundry reports, supervisor checks | <5% linen damage or wastage | 8% |
| 5 | Lost & Found Reporting | Immediately report and record guest belongings found during cleaning. | Lost & found log accuracy | 100% compliance | 8% |
| 6 | Personal Hygiene & Grooming | Maintain personal cleanliness, wear uniform correctly, and follow grooming guidelines. | Daily appearance check | 100% compliance | 7% |
| 7 | Equipment & Supply Care | Use housekeeping equipment responsibly and report maintenance needs or shortages. | Supply room checks, usage logs | 100% reporting of issues | 8% |
| 8 | Guest Interaction Etiquette | Greet guests politely and maintain professional behavior during room servicing. | Guest comments, supervisor feedback | No guest complaints | 8% |
| 9 | Adherence to SOPs | Follow standard procedures consistently for cleaning and safety. | Spot audits, performance reviews | 90%+ SOP compliance | 13% |
| 10 | Attendance & Punctuality | Report to shift on time and maintain consistent attendance. | Attendance sheet, HR logs | 100% shift punctuality | 13% |
🧽 KPI Table: Public Area Attendant
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Cleanliness of Public Areas | Maintain cleanliness of lobbies, corridors, lounges, restrooms, elevators, etc. | Daily supervisor checks, guest feedback | 95% areas clean at all times | 15% |
| 2 | Restroom Hygiene Maintenance | Clean restrooms frequently, restock supplies, ensure odor-free & hygienic condition. | Supervisor audit, spot checks | Every 2-hour cleaning cycle | 10% |
| 3 | Floor & Surface Cleaning | Sweep, mop, and polish floors, wipe down furniture, glass, and public fixtures. | Cleaning schedule logs, inspections | 100% adherence to schedule | 10% |
| 4 | Trash Collection & Disposal | Collect garbage regularly, use proper disposal methods and replace bin liners. | Waste logs, supervisor checks | Zero missed collection | 8% |
| 5 | Maintenance Reporting | Identify and report issues (lights, AC, furniture damage, etc.) in public areas. | Maintenance log entries | 100% reported within same shift | 8% |
| 6 | Signage & Setup Accuracy | Ensure cleanliness signs (wet floor, cleaning in progress) are properly used during tasks. | Spot observations, safety reports | 100% safety compliance | 8% |
| 7 | Use of Cleaning Equipment | Operate tools and equipment (vacuum, scrubber) safely and correctly. | Supervisor review, usage logs | Zero equipment misuse | 8% |
| 8 | Guest Assistance Etiquette | Assist guests courteously when approached for directions or support. | Guest feedback, behavior report | No negative remarks | 8% |
| 9 | Grooming & Uniform Compliance | Maintain personal grooming and wear a clean, complete uniform daily. | Appearance checks | 100% daily compliance | 10% |
| 10 | Attendance & Shift Timing | Be present and punctual for all shifts as per roster. | HR attendance logs | 100% on-time attendance | 15% |
🧺 KPI Table: Linen Supervisor
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Linen Inventory Control | Monitor and maintain stock of linen (bed sheets, towels, uniforms, etc.). Track issuing and receiving. | Daily logbook, monthly stock report | 0% linen shortage or loss | 15% |
| 2 | Linen Quality Management | Ensure only clean, unstained, and damage-free linen is circulated in guest and staff areas. | Supervisor checks, guest/staff feedback | 98% quality satisfaction | 10% |
| 3 | Laundry Coordination | Coordinate with in-house or outsourced laundry for timely cleaning and delivery. | Laundry delivery logs, turnaround time | 100% delivery within 24 hours | 10% |
| 4 | Damaged/Rejected Linen Handling | Track and remove damaged linen, ensure proper tagging and replacement. | Damage logs, approval slips | 100% tagged and accounted | 10% |
| 5 | Issuance & Collection Logs | Maintain logs of linen issued to rooms, departments, and housekeeping staff. | Department usage records | 100% accurate issuance log | 10% |
| 6 | Uniform Management | Monitor issue and collection of staff uniforms, track sizes, repairs, and replacements. | Uniform ledger, staff feedback | 100% issuance and tracking | 10% |
| 7 | Cleanliness of Linen Room | Keep linen storage area clean, organized, and pest-free. | Daily inspection reports | 100% daily cleanliness | 8% |
| 8 | Safety & Hygiene Compliance | Ensure safety standards and hygiene protocols in linen room operations. | Internal audits, checklists | Zero safety violations | 7% |
| 9 | Linen Cost Control | Minimize loss, overuse, and misuse of linen to control operating costs. | Monthly cost report | Linen loss < 2% monthly | 10% |
| 10 | Team Coordination & Reporting | Coordinate with housekeeping team, report shortages, damages, and improvements. | Supervisor feedback, meeting logs | Weekly coordination updates | 10% |
Food & Beverage Department KPIs
Drive Service Excellence, Operational Control & Guest Delight
Monitor and optimize your F&B team’s performance with KPIs such as order accuracy, table turnover time, guest satisfaction ratings, waste reduction, and upselling success. These metrics ensure your restaurant, bar, or room service operates efficiently while delivering memorable dining experiences that reflect your hotel’s quality standards.
🍽️ KPI Table: F&B Manager
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Revenue Growth | Drive overall F&B revenue by optimizing restaurant, bar, and event performance. | Monthly revenue report, YoY comparison | ≥ 10% growth YoY | 15% |
| 2 | Cost Control & Profitability | Monitor and reduce food cost, wastage, and operational overheads to ensure healthy profit margins. | Cost reports, P&L statements | ≤ 30% food cost ratio | 10% |
| 3 | Guest Satisfaction | Maintain high guest satisfaction through quality service and feedback management. | Guest feedback, review platforms | ≥ 90% positive feedback | 10% |
| 4 | Menu Engineering | Ensure the menu is profitable, seasonally updated, and aligned with guest preferences. | Menu item profitability matrix, sales data | Quarterly review & update | 10% |
| 5 | Hygiene & Food Safety Compliance | Enforce strict hygiene and safety standards across all F&B outlets. | Internal audits, surprise checks | 100% regulatory compliance | 10% |
| 6 | Staff Training & Retention | Ensure F&B team is well-trained, motivated, and low turnover is maintained. | Training logs, attrition rate | ≤ 15% annual attrition | 10% |
| 7 | Event & Banquet Management | Lead successful planning and execution of events, conferences, and banquets. | Event P&L, client feedback | 100% client satisfaction | 10% |
| 8 | Inventory & Vendor Management | Efficient procurement, vendor relations, and stock control of F&B items. | Inventory accuracy, vendor audits | ≤ 2% monthly variance | 7% |
| 9 | Cross-Department Coordination | Collaborate with Sales, Kitchen, and Front Office to ensure seamless operations. | Meeting logs, department feedback | Weekly coordination achieved | 8% |
| 10 | Innovation & Upselling | Drive innovation in dining experiences, promotions, and staff upselling performance. | Promotion ROI, upselling reports | ≥ 15% upsell conversion | 10% |
🧑🍳KPI Table: Assistant Restaurant Manager
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Guest Satisfaction | Ensures high guest satisfaction through quality service, timely response, and personalized attention. | Guest feedback, reviews, satisfaction surveys | 90%+ Positive Feedback | 15% |
| 2 | Team Supervision & Motivation | Assists in supervising restaurant staff, motivates team members, ensures proper grooming, attitude, and discipline. | Staff performance reports, supervisor feedback, grooming audits | 100% Team Coverage | 10% |
| 3 | Service Quality & SOP Compliance | Maintains adherence to service standards and SOPs, including food delivery timing, table setting, order accuracy. | Service audits, mystery guest reports, internal checklists | 95% SOP Compliance | 10% |
| 4 | Operational Efficiency | Assists Restaurant Manager in planning shift rosters, resource allocation, table turns, and coordination with kitchen. | Table turn reports, shift productivity, coordination logs | Maximize efficiency (within staffing) | 10% |
| 5 | Upselling & Revenue Growth | Promotes upselling of food/beverages by coaching team on suggestive selling techniques. | POS upsell tracking, server-wise upsell reports | 10% Monthly Revenue via Upsell | 10% |
| 6 | Complaint Handling | Handles guest complaints effectively and professionally, escalating to the Manager only when necessary. | Complaint logs, resolution turnaround time | 90% Resolved Within 10 mins | 10% |
| 7 | Hygiene & Cleanliness | Maintains dining area cleanliness, supports HACCP compliance, ensures restrooms and floors are well maintained during operations. | Daily inspections, hygiene audit reports | 100% Clean Ratings | 10% |
| 8 | Inventory & Loss Control | Assists in checking stock levels, reports shortages, manages glassware/cutlery breakage and waste. | Daily checklist, breakage log, monthly variance report | <2% Loss or Variance | 10% |
| 9 | Staff Training & Briefing | Conducts daily briefings, shares menu knowledge, updates on promotions, and reinforces guest service standards. | Attendance logs, training participation reports | Daily Briefing + Weekly Training | 7.5% |
| 10 | Interdepartmental Coordination | Coordinates with Kitchen, Housekeeping, and Front Office for smooth operations during high traffic or events. | Communication records, event coordination reviews | 100% Coordination for Events | 7.5% |
🧑🍳KPI Table: F&B Supervisor / Team Leader
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Guest Service Excellence | Ensures each guest receives attentive, courteous, and efficient service throughout their dining experience. | Guest feedback, service observation, complaint logs | 90%+ Positive Guest Feedback | 15% |
| 2 | Team Monitoring & Support | Leads the service staff on the floor, supports during peak hours, and ensures team is operating as per assigned roles and responsibilities. | Manager feedback, shift performance reviews, attendance record | 100% Shift Coverage | 10% |
| 3 | Order Accuracy & Timeliness | Ensures orders are taken and delivered correctly and in a timely manner, minimizing wait time and errors. | Order audit, delivery time logs, kitchen coordination reports | 95% Accuracy & Timely Delivery | 10% |
| 4 | Grooming & Discipline | Ensures all team members follow grooming standards, maintain hygiene, and exhibit professional behavior. | Daily inspection checklist, grooming audits | 100% Compliance | 10% |
| 5 | Upselling & Promotion Execution | Promotes upselling and ensures staff inform guests about daily specials, combos, and promotions effectively. | Upselling reports, supervisor logs, guest receipts | Daily Target per Server | 10% |
| 6 | Shift Briefings & Communication | Conducts pre-shift briefings, updates the team on menu items, reservations, VIP guests, and guest feedback. | Briefing attendance records, supervisor log | Daily Briefings | 10% |
| 7 | Hygiene & Cleanliness | Maintains cleanliness on the floor, ensures tables, chairs, menus, and service stations are spotless. | Cleanliness audit, guest observation, hygiene checklist | 100% Compliance | 10% |
| 8 | Handling Guest Issues | Responds promptly to guest complaints and minor issues, escalating to Manager if needed. | Complaint logs, response time analysis | 90% Resolved on the Spot | 10% |
| 9 | Table Turnover Efficiency | Monitors table turnover during peak hours and ensures smooth guest seating with minimal wait times. | Table turnover report, reservation logs | Turnover Efficiency >80% | 7.5% |
| 10 | Interdepartmental Coordination | Coordinates with kitchen, bar, and front desk for special requests, dietary requirements, and group bookings. | Internal communication logs, coordination feedback | 100% Smooth Coordination | 7.5% |
👨🍳KPI Table: Restaurant Captain / Senior Waiter
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Guest Service & Satisfaction | Provides prompt, courteous, and personalized service, ensuring guest satisfaction during all interactions. | Guest feedback, supervisor observation, service rating forms | 90%+ Positive Service Feedback | 15% |
| 2 | Menu Knowledge & Recommendations | Maintains thorough knowledge of menu items and makes personalized recommendations to guests. | Quiz/test scores, supervisor observation | 100% Menu Knowledge | 10% |
| 3 | Order Taking Accuracy | Ensures correct and complete order taking, communicating clearly with kitchen and bar. | Order audit, guest complaints, service logs | 98% Accuracy | 10% |
| 4 | Timely Service Delivery | Delivers food and beverages promptly and ensures timely follow-ups. | Table service timing records, guest feedback | Within Standard Serving Time | 10% |
| 5 | Upselling & Suggestive Selling | Actively upsells premium items and informs guests about specials or offers. | Sales performance report, average bill value | Daily/Weekly Target | 10% |
| 6 | Grooming & Presentation | Maintains personal hygiene and professional appearance as per hotel standards. | Daily inspection, grooming checklist | 100% Compliance | 10% |
| 7 | Table Setup & Cleanliness | Prepares and resets tables to the required standard, ensuring cleanliness and neatness at all times. | Checklist, manager inspection, guest feedback | 100% Prepared on Time | 10% |
| 8 | Guest Complaint Handling | Responds politely and swiftly to guest concerns, escalating where necessary. | Incident logs, guest feedback, supervisor reports | 90% Resolved at Table Level | 10% |
| 9 | Team Coordination | Works closely with kitchen, bar, and fellow waitstaff to ensure seamless service. | Team feedback, manager observation | Smooth Shift Coordination | 7.5% |
| 10 | Billing & Payment Handling | Ensures accurate billing, handles payments properly, and communicates clearly with the cashier/front desk. | Billing error logs, cashier coordination reports | 100% Accuracy | 7.5% |
🧑🍽️ KPI Table: Designation: Waiter / Server
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Guest Interaction & Courtesy | Maintains a positive attitude, greets guests warmly, and responds to their needs with politeness and enthusiasm. | Guest feedback, supervisor observation | 90%+ Positive Feedback | 15% |
| 2 | Order Taking Accuracy | Accurately records guest orders and confirms details to avoid errors. | Order audit, incident reports | 98% Order Accuracy | 10% |
| 3 | Prompt Service Delivery | Delivers food and beverages within the standard serving time and follows up on guest needs. | Service timing report, table turnover rate | Within 5–10 minutes after order | 10% |
| 4 | Cleanliness & Table Setup | Ensures tables are clean, correctly set, and maintained throughout service. | Checklist, visual inspections | 100% Compliance with Setup Standards | 10% |
| 5 | Menu Knowledge | Understands and explains menu items, ingredients, and dietary restrictions. | Knowledge test, guest quiz results | Pass Menu Knowledge Review | 10% |
| 6 | Upselling & Promotions | Suggests add-ons or upgrades like appetizers, desserts, or combo offers. | Sales reports, observation | Daily Upselling Attempts | 10% |
| 7 | Hygiene & Grooming | Maintains personal cleanliness and adheres to grooming standards set by the hotel. | Daily grooming inspection | 100% Compliance | 10% |
| 8 | Teamwork & Coordination | Works harmoniously with kitchen, stewarding, and other waitstaff to ensure smooth service. | Supervisor feedback, peer reviews | Positive Inter-Team Feedback | 10% |
| 9 | Guest Complaint Response | Handles minor complaints gracefully and informs the captain or supervisor as needed. | Incident log, guest satisfaction recovery rate | 90% Resolved without Escalation | 7.5% |
| 10 | Billing Support & Accuracy | Assists in presenting accurate bills and coordinating with the cashier as needed. | Error logs, supervisor observation | Zero Billing Errors | 7.5% |
Kitchen Department KPIs
Maintain Quality, Speed, and Food Safety Standards
Track key metrics that ensure your kitchen runs smoothly and safely. Measure performance indicators such as food preparation time, order accuracy, hygiene compliance, food cost control, and staff productivity. These KPIs help maintain culinary excellence, minimize waste, and deliver timely, high-quality dishes to guests.
👨🍳 Executive Chef – KPI Table
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Food Quality & Consistency | Ensure consistent food quality and taste across all kitchen operations. | Guest feedback, mystery audits, quality control reports | 90%+ guest satisfaction | 15% |
| 2 | Menu Innovation | Develop and update menus regularly with creative and seasonal items. | Number of new items introduced quarterly, management reviews | 4 new items/quarter | 10% |
| 3 | Cost Control & Food Wastage | Maintain food cost within budget and minimize kitchen waste. | Food cost report, waste log, inventory analysis | ≤32% food cost; <5% waste | 15% |
| 4 | Kitchen Hygiene & Cleanliness | Ensure strict compliance with hygiene standards and food safety regulations. | Hygiene audit scores, surprise checks, compliance reports | 95%+ audit compliance | 10% |
| 5 | Staff Training & Development | Conduct regular training for kitchen staff on recipes, safety, and skills. | Training logs, participation records, staff skill evaluations | 2 training/month | 10% |
| 6 | Team Management | Foster teamwork, manage kitchen hierarchy, and resolve conflicts effectively. | Feedback from staff, incident logs, turnover rate | <10% turnover rate | 10% |
| 7 | Vendor Coordination | Maintain relationships with vendors and ensure quality supply of kitchen materials. | Delivery records, vendor evaluations, complaint frequency | 90%+ delivery on time/quality | 8% |
| 8 | Kitchen Equipment Maintenance | Ensure all kitchen equipment is well-maintained and safely used. | Maintenance logs, inspection records, downtime reports | Zero critical failures/month | 7% |
| 9 | Special Event Execution | Lead the kitchen during banquets, events, and high-demand periods ensuring timely service. | Event feedback, service punctuality, issue logs | 95% on-time service | 7% |
| 10 | Budget Planning & Forecasting | Collaborate with management for annual kitchen budgeting and forecasting. | Accuracy of projections, financial variance reports | ≤5% deviation from budget | 8% |
👨🍳 Sous Chef – KPI Table
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Food Preparation & Execution | Ensure all dishes are prepared accurately, on time, and as per standards set by Executive Chef. | Kitchen service logs, guest feedback, plating consistency audits | 95%+ preparation accuracy | 15% |
| 2 | Staff Supervision | Oversee junior chefs and kitchen helpers, ensuring productivity and discipline in the kitchen. | Daily reports, shift productivity, punctuality logs | 100% adherence to shift duties | 10% |
| 3 | Quality Control | Maintain strict quality checks for ingredients, cooking, and final presentation. | Random food testing, quality control checklist, visual inspection | 95%+ QC compliance | 10% |
| 4 | Training & Skill Transfer | Train junior chefs and stewarding team on recipes, techniques, and safety protocols. | Training attendance, feedback forms, skill improvement tracking | 2 internal sessions/month | 10% |
| 5 | Food Cost Monitoring | Support Executive Chef in tracking food costs and portion control during daily operations. | Costing sheets, inventory usage logs, waste analysis | ≤32% food cost; minimal wastage | 10% |
| 6 | Hygiene & Safety Compliance | Enforce personal hygiene, food safety standards, and cleanliness of kitchen stations. | Hygiene checklist, safety logs, incident reports | 100% hygiene rule enforcement | 10% |
| 7 | Kitchen Workflow Coordination | Manage workflow during service hours for efficient timing and smooth coordination with service staff. | Kitchen communication logs, service timing reports | 95%+ on-time dish delivery | 10% |
| 8 | Equipment Usage & Safety | Monitor proper usage and cleanliness of kitchen equipment. | Equipment logs, staff interviews, inspection reports | Zero major mishandling incidents | 7% |
| 9 | Vendor Support & Receiving | Assist in checking quantity and quality of kitchen supplies received. | Receiving reports, material rejection logs | 100% inspection of goods | 5% |
| 10 | Emergency Handling & Backup | Act as backup to Executive Chef and lead kitchen during absences or emergencies. | Supervisor reports, crisis handling review, performance under pressure | Smooth operation in absences | 3% |
👨🍳 Chef de Partie (CDP) – KPI Table
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Section Responsibility | Manage assigned kitchen section (e.g., grill, pastry, garde manger) ensuring smooth operations. | Daily section performance report, supervisor review | 95% section readiness & consistency | 15% |
| 2 | Food Quality & Consistency | Ensure all dishes meet taste, temperature, and presentation standards. | Plate audit, guest feedback, taste testing | 98% dish consistency | 15% |
| 3 | Time Management | Deliver dishes within specified service time consistently. | Kitchen pass timing sheet, coordination logs | 90%+ on-time delivery | 10% |
| 4 | Staff Training & Supervision | Train and mentor junior cooks (Commis/Interns) in the section. | Mentorship logs, progress reports, skill tests | 2 mentoring sessions/month | 10% |
| 5 | Food Safety & Hygiene | Maintain hygiene standards of the section, including storage, prep surfaces, and personal hygiene. | Hygiene checklist, inspection records | 100% compliance | 10% |
| 6 | Inventory & Portion Control | Ensure correct portioning and reduce waste in the section. | Portion audit, waste reports, inventory usage logs | <3% section-level wastage | 10% |
| 7 | Coordination with Kitchen Team | Coordinate effectively with Sous Chef and other CDPs for smooth service. | Daily shift handover logs, communication audits | Smooth coordination 90%+ of shifts | 8% |
| 8 | Equipment Maintenance | Proper usage, cleaning, and minor maintenance of section-specific equipment. | Equipment inspection checklist, supervisor observation | No damage due to misuse | 7% |
| 9 | Innovation & Suggestions | Proactively suggest new dishes, plating ideas, or prep techniques. | Feedback tracker, idea submission logs | 1 suggestion/quarter | 3% |
| 10 | Crisis Management | Ability to take over other sections in case of absenteeism or emergencies. | Emergency performance logs, peer feedback | 90% effectiveness during crisis | 2% |
👨🍳 Demi Chef de Partie (DCDP) – KPI Table
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Section Support & Execution | Assist the CDP in managing a specific kitchen section, ensuring prep and cooking tasks are on point. | Daily task completion reports, CDP/Sous Chef feedback | 95% task execution accuracy | 15% |
| 2 | Food Preparation Standards | Maintain quality, hygiene, and portion control in all prep work and dish assembly. | Supervisor tasting notes, plate check reports | 98% prep accuracy | 15% |
| 3 | Mise en Place Readiness | Ensure timely preparation and setup of station before every service. | Readiness checklist, time audit | 100% readiness before service | 10% |
| 4 | Adherence to Recipes | Follow standard recipes and methods to ensure consistency in taste and appearance. | Spot checks by CDP/Sous Chef, recipe adherence logs | 100% compliance | 10% |
| 5 | Food Safety & Hygiene | Maintain cleanliness and hygiene of workstation, tools, and ingredients. | Hygiene inspection records, random spot checks | 100% hygiene score | 10% |
| 6 | Waste Reduction | Minimize food wastage through careful prep and portioning. | Waste log monitoring, supervisor review | <3% wastage | 10% |
| 7 | Learning & Skill Development | Show consistent improvement in cooking skills, speed, and station management. | Monthly skill review, training progress evaluation | 2 skill improvements per quarter | 10% |
| 8 | Team Collaboration | Work cooperatively with CDPs, Commis, and Sous Chef during prep and service. | Team feedback, supervisor observation | 90%+ positive teamwork score | 7% |
| 9 | Equipment Care | Use kitchen tools responsibly and participate in basic cleaning and maintenance routines. | Equipment checklists, damage reports | 100% correct equipment handling | 7% |
| 10 | Flexibility During Service | Willingness to support other sections during high-volume or staff shortage periods. | Cross-section coverage logs, peer review | Active support in 90% of peak periods | 6% |
👨🍳 Commis Chef I – KPI Table
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Station Preparation & Support | Prepare ingredients and assist in setup for the station under the guidance of DCDP/CDP. | Prep checklist, CDP/Sous Chef review | 95% task accuracy | 15% |
| 2 | Cooking Accuracy | Execute basic cooking techniques as per recipes and plating guidelines. | Tasting feedback, visual inspection, adherence to SOPs | 90% correct execution | 15% |
| 3 | Hygiene & Cleanliness | Maintain personal hygiene and a clean workstation at all times. | Hygiene audits, supervisor observation | 100% hygiene compliance | 10% |
| 4 | Time Management | Complete assigned prep and service tasks within allocated timeframes. | Time tracking reports, supervisor feedback | 95% task on-time completion | 10% |
| 5 | Waste Control | Follow proper cutting and storage practices to minimize food waste. | Waste logs, supervisor audit | Max 3% waste from assigned prep | 10% |
| 6 | Recipe Familiarity | Demonstrate basic understanding of recipes and ingredients used in daily prep. | Oral/written assessment, quiz results | 100% familiarity with daily menu items | 10% |
| 7 | Responsiveness to Instruction | Follow instructions and adapt to new tasks or corrections promptly. | Observation, incident reports | 95% instruction compliance | 8% |
| 8 | Safety Practices | Use knives, burners, ovens, and other kitchen tools safely and correctly. | Incident/accident reports, supervisor observation | Zero safety violations | 7% |
| 9 | Team Coordination | Work collaboratively with team members during both prep and service periods. | Peer feedback, CDP/DCDP input | Positive cooperation in 90% of instances | 8% |
| 10 | Learning Attitude | Show initiative in learning new skills and responsibilities from senior chefs. | Training session participation, supervisor review | Participate in all monthly trainings | 7% |
👨🍳 Commis Chef II – KPI Table
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Basic Food Prep Support | Assist in basic prep work like peeling, chopping, mixing, under supervision. | Prep checklist, DCDP/CDP feedback | 95% task completion with accuracy | 15% |
| 2 | Cleanliness & Hygiene | Maintain personal and workstation hygiene as per kitchen SOP. | Hygiene audits, random spot checks | 100% compliance with hygiene standards | 15% |
| 3 | Ingredient Handling | Handle, store, and label raw and prepared ingredients properly. | Supervisor observation, cold storage log review | 95% correct handling practices | 10% |
| 4 | Time Discipline | Complete assigned prep within given time during shifts. | Shift timing logs, task completion time analysis | 90% tasks done on time | 10% |
| 5 | Waste Minimization | Use raw materials efficiently and avoid over-trimming or spoilage. | Waste bin audits, prep yield reports | Maintain ≤3% prep wastage | 10% |
| 6 | SOP Compliance | Follow simple kitchen SOPs (e.g., knife usage, cleaning schedules). | Supervisor checklist, routine kitchen audits | 100% SOP adherence | 10% |
| 7 | Learning Progress | Show signs of growth in understanding prep and cooking techniques. | Monthly skill review by senior chef | Pass monthly learning review | 8% |
| 8 | Communication | Clearly understand and respond to instructions from seniors. | Observation, feedback from DCDP/CDP | 90% effective understanding and response | 7% |
| 9 | Safety Awareness | Be aware of basic safety guidelines and avoid kitchen hazards. | Safety incident logs, supervisor review | Zero safety violations | 7% |
| 10 | Team Support | Help teammates and seniors when not assigned to a specific task. | Peer feedback, supervisor comment logs | Show initiative during 90% idle time | 8% |
👨🍳 Commis Chef III – KPI Table
| Sl. No. | KPI Category | Description | Measurement Method | Target | Weightage (%) |
|---|---|---|---|---|---|
| 1 | Basic Task Execution | Perform simple kitchen duties (e.g., washing, basic cutting, assisting prep stations). | Daily task checklist, CDP/DCDP feedback | 95% task completion with accuracy | 15% |
| 2 | Hygiene Practices | Follow personal hygiene and sanitation requirements. | Hygiene inspection, supervisor feedback | 100% compliance | 15% |
| 3 | Tool & Equipment Care | Proper handling and cleaning of utensils and kitchen equipment. | Supervisor observation, equipment condition reports | 90% error-free usage | 10% |
| 4 | Time Management | Complete tasks within allocated shift hours with punctuality. | Shift attendance logs, task timing checks | 90% tasks done on time | 10% |
| 5 | Ingredient Assistance | Assist in fetching, organizing, and basic preparation of raw materials. | Ingredient logs, CDP feedback | 95% efficiency | 10% |
| 6 | Learning & Improvement | Demonstrate eagerness to learn culinary practices and follow instructions. | Monthly feedback, training session performance | Positive progress in 80% reviews | 10% |
| 7 | SOP Following | Adhere to basic kitchen procedures and workflows. | Spot audits, routine observation | 100% SOP compliance | 8% |
| 8 | Communication Clarity | Understand and follow basic kitchen instructions from seniors. | Feedback from team leaders | 90% accuracy in understanding tasks | 7% |
| 9 | Cleanliness & Dishwashing | Ensure utensils and workstation are cleaned during and after duties. | Cleanliness audit, visual inspection | 100% cleanliness score | 7% |
| 10 | Positive Attitude | Show team spirit, willingness to assist and maintain a professional demeanor. | Peer/supervisor comments and behavioral checklist | 90% positive feedback | 8% |
🧹 KPI Table: Room Attendant / Housekeeping Staff
| Sl. | KPI Category | Description | Measurement Method | Target | Weightage% |
|---|---|---|---|---|---|
| 1 | Room Cleaning Standards | Perform thorough cleaning of guest rooms following SOP, including bed making, dusting, vacuuming, and bathroom cleaning. | Supervisor inspections, guest feedback | 95%+ rooms pass first inspection | 15% |
| 2 | Timeliness of Room Cleaning | Complete assigned room cleaning within allocated time (e.g., 25–30 mins per room). | Time tracking, room assignment log | 100% on-time completion | 10% |
| 3 | Guest Amenities Setup | Properly stock and arrange room amenities (towels, toiletries, stationery) as per brand standard. | Random checks, guest feedback | 100% accuracy | 10% |
| 4 | Linen Handling & Usage | Follow proper handling, collection, and replacement of linen while minimizing wastage. | Laundry reports, supervisor checks | <5% linen damage or wastage | 8% |
| 5 | Lost & Found Reporting | Immediately report and record guest belongings found during cleaning. | Lost & found log accuracy | 100% compliance | 8% |
| 6 | Personal Hygiene & Grooming | Maintain personal cleanliness, wear uniform correctly, and follow grooming guidelines. | Daily appearance check | 100% compliance | 7% |
| 7 | Equipment & Supply Care | Use housekeeping equipment responsibly and report maintenance needs or shortages. | Supply room checks, usage logs | 100% reporting of issues | 8% |
| 8 | Guest Interaction Etiquette | Greet guests politely and maintain professional behavior during room servicing. | Guest comments, supervisor feedback | No guest complaints | 8% |
| 9 | Adherence to SOPs | Follow standard procedures consistently for cleaning and safety. | Spot audits, performance reviews | 90%+ SOP compliance | 13% |
| 10 | Attendance & Punctuality | Report to shift on time and maintain consistent attendance. | Attendance sheet, HR logs | 100% shift punctuality | 13% |