Hospitality & Commercial Revenue Masterclass: RevPAR, Guest CX & Labour

Instructor: Alaa Hady · Language: English or Arabic · Suggested duration: 2–3 days (Deliverable as a comprehensive 3-day masterclass or three standalone 1-day modules) · Level: Intermediate (Level 200)

Objectives

• Master the complete hospitality analytics value chain across Commercial Revenue, Guest Experience (CX), and Hotel Labour Productivity.
• Integrate PMS, POS, RMS, CRS, Survey/Review, and Time & Attendance data into a unified multi-property Star Schema.
• Calculate industry-standard hospitality metrics (Occupancy, ADR, RevPAR, TRevPAR, GOPPAR, Pace/Pickup, NPS, CPOR, Hours per Occupied Room).
• Build actionable property and portfolio dashboards for General Managers, Revenue Directors, and Operations Leaders.

Outline and contents

1. Module 1: Commercial Revenue, Occupancy & Pace Analytics (Day 1)
   • Hospitality data architecture: PMS, CRS, RMS, and STR benchmarking data structures
   • Core DAX formulas: Occupancy %, ADR, RevPAR, TRevPAR, NRevPAR, and GOPPAR
   • Segmentation analysis: Transient vs. Group vs. Contract, OTA vs. Direct channels, Room Type upgrades, and Length of Stay (LOS)
   • On-the-Books (OTB) Pace and Pickup modeling: tracking booking windows and daily pickup vs. Same Time Last Year (STLY)
2. Module 2: Guest Experience (CX), NPS & Reputation Analytics (Day 2)
   • Structuring post-stay survey data, OTA review scores (Booking, Expedia, TripAdvisor, Google), and service recovery logs
   • Calculating Net Promoter Score (\text{NPS} = % \text{Promoters} - % \text{Detractors}), CSAT, and handling low-sample property bias
   • Touchpoint driver analysis: correlating check-in wait times, room cleanliness, and F&B scores to overall NPS and repeat booking intent
   • Categorizing unstructured guest comments using AI sentiment tagging in Fabric/Power BI
3. Module 3: Hotel Labour, Productivity & Cost Control Analytics (Day 3)
   • Integrating Time & Attendance, Payroll, and PMS volume drivers (Occupied Rooms, Check-ins, F&B Covers)
   • Defining productivity KPIs: Labour Cost % of Revenue, Cost Per Occupied Room (CPOR), and Hours Worked per Occupied Room (HPOR) across Housekeeping, Front Office, and F&B
   • Analyzing fixed vs. variable staffing flexed against daily occupancy fluctuations, overtime leakage, and agency labour spend
4. Capstone Workshop: Building an Integrated Hotel GM & Regional Portfolio Executive Command Center

Target audience

Hotel General Managers, Revenue Managers, Hospitality Finance/FP&A, Regional Operations Directors, Guest Experience leads, and Hospitality BI teams.

Expected outcomes

Participants can build a comprehensive hospitality analytics suite that connects room pricing, booking pace, guest satisfaction, and housekeeping/F&B staffing into unified operational decisions.