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Performance Standards

KPI Framework

547 key performance indicators across 23 departments, derived from the 276 standard operating procedures of the PSH SOP Library.

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Please Note

Group Baseline — Not a Fixed Standard

This framework is the base upon which every property managed by Premium Swiss Hospitality must build its own key performance indicators. It is a starting position, not a finished target sheet.

Each property is required to review, calibrate and extend these indicators against its own circumstances — including, but not limited to:

  • Scale and nature of operation — room count, outlet mix, service model, seasonality and market positioning.
  • Approved financial budget — revenue, cost and payroll targets as set in the annual business plan.
  • Local market and competitive set — benchmark data, rate positioning and demand patterns in the territory.
  • Brand, franchise and management agreement commitments — any standard contractually owed to an owner or brand partner.
  • Statutory and regulatory obligations — labour, food safety, fire, health and data protection requirements in the jurisdiction.
  • Property maturity and baseline performance — a pre-opening, ramp-up and stabilised property will not carry the same targets.
  • Any further yardstick the General Manager and the Executive Committee reasonably deem appropriate to the property.

The Green, Amber and Red bands published here are indicative values for an upper-upscale property. They are assumptions, not measurements. Before adoption, each property must replace them with values calibrated to a minimum three-month operating baseline, approved by the General Manager and countersigned by the Financial Controller.

No property may operate to fewer indicators than those set out for its departments here. Properties may add indicators. Any downward variation from a Group indicator requires written approval from Corporate Operations, recorded against the exception procedure in the Corporate Policy Manual.

At a Glance

VERSION 1.0 · 06 September 2026
547Indicators Defined
23Departmental Scorecards
276Source SOPs
8Performance Categories

Corporate, Executive & Hotel Operations

24 INDICATORS
Code EXE Accountable General Manager SOPs issued — SOPs worked to 18
KPI-EXE-01 Occupancy Rate Commercial Daily ›

Share of available room nights sold in the period.

Calculation (Room nights sold / Room nights available) x 100
Unit %
Direction Higher is better
Green — standard>= 75
Amber — action required65 - 74.9
Red — escalate< 65

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role General Manager
Data source PMS occupancy report
Derived from
PSH-FO-001 PSH-OPS-010 PSH-CON-015
KPI-EXE-02 Average Daily Rate Commercial Daily ›

Average net room revenue achieved per occupied room.

Calculation Net room revenue / Room nights sold
Unit Currency
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 5% of budget
Red — escalate> 5% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role General Manager
Data source PMS revenue report
Derived from
PSH-FO-001 PSH-CON-007 PSH-CON-015
KPI-EXE-03 Revenue per Available Room Commercial Daily ›

Net room revenue divided by available room nights.

Calculation Net room revenue / Room nights available
Unit Currency
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 5% of budget
Red — escalate> 5% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role General Manager
Data source PMS revenue report
Derived from
PSH-CON-015 PSH-OPS-010
KPI-EXE-04 RevPAR Index (RGI) Commercial Monthly ›

Hotel RevPAR relative to the competitive set, indexed to 100.

Calculation (Hotel RevPAR / Competitive set RevPAR) x 100
Unit Index
Direction Higher is better
Green — standard>= 105
Amber — action required95 - 104.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role General Manager
Data source Market benchmarking report (e.g. STR); PMS
Derived from
PSH-OPS-010 PSH-OPS-018
KPI-EXE-05 Total Revenue per Available Room Commercial Monthly ›

All revenue streams divided by available room nights.

Calculation Total net revenue / Room nights available
Unit Currency
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 5% of budget
Red — escalate> 5% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role General Manager
Data source General Ledger; PMS available rooms
Derived from
PSH-CON-001 PSH-CON-022
KPI-EXE-06 Gross Operating Profit per Available Room Financial Control Monthly ›

Gross operating profit divided by available room nights.

Calculation Gross operating profit / Room nights available
Unit Currency
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 5% of budget
Red — escalate> 5% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role General Manager
Data source Management accounts; PMS available rooms
Derived from
PSH-CON-022 PSH-CON-017
KPI-EXE-07 Gross Operating Profit Margin Financial Control Monthly ›

Gross operating profit as a share of total revenue.

Calculation (Gross operating profit / Total revenue) x 100
Unit %
Direction Higher is better
Green — standard>= 35
Amber — action required30 - 34.9
Red — escalate< 30

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role General Manager
Data source Management accounts
Derived from
PSH-CON-014 PSH-CON-017 PSH-CON-022
KPI-EXE-08 Total Revenue vs Budget Commercial Monthly ›

Deviation of actual total revenue from the approved budget.

Calculation (Actual revenue - Budget revenue) / Budget revenue x 100
Unit %
Direction Higher is better
Green — standard>= 0
Amber — action required-5 to -0.1
Red — escalate< -5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role General Manager
Data source Management accounts; approved budget
Derived from
PSH-CON-020 PSH-CON-022
KPI-EXE-09 F&B Revenue per Occupied Room Commercial Monthly ›

Total food and beverage revenue divided by occupied rooms.

Calculation Total F&B revenue / Occupied rooms
Unit Currency per room
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 10% of budget
Red — escalate> 10% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source POS revenue; PMS occupancy
Derived from
PSH-FBS-008 PSH-FBS-015
KPI-EXE-10 Direct Booking Ratio Commercial Monthly ›

Share of room nights booked through hotel-direct channels rather than intermediaries.

Calculation (Direct channel room nights / Total room nights) x 100
Unit %
Direction Higher is better
Green — standard>= 40
Amber — action required30 - 39.9
Red — escalate< 30

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source PMS / CRS channel report
Derived from
PSH-FO-001 PSH-FO-003
KPI-EXE-11 Repeat Guest Ratio Guest Experience Quarterly ›

Share of arrivals who have stayed at the property before.

Calculation (Repeat guest arrivals / Total arrivals) x 100
Unit %
Direction Higher is better
Green — standard>= 25
Amber — action required15 - 24.9
Red — escalate< 15

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role General Manager
Data source PMS guest profile history
Derived from
PSH-FO-010 PSH-QA-009
KPI-EXE-12 Guest Satisfaction Score — Hotel Guest Experience Monthly ›

Overall post-stay satisfaction score for the property.

Calculation Sum of overall ratings / Number of responses
Unit Score /10
Direction Higher is better
Green — standard>= 8.7
Amber — action required8.0 - 8.69
Red — escalate< 8.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role General Manager
Data source Guest satisfaction survey platform
Derived from
PSH-QA-009 PSH-OPS-009
KPI-EXE-13 Net Promoter Score — Hotel Guest Experience Monthly ›

Property-level likelihood-to-recommend score.

Calculation % Promoters - % Detractors
Unit NPS
Direction Higher is better
Green — standard>= 50
Amber — action required35 - 49
Red — escalate< 35

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role General Manager
Data source Guest satisfaction survey platform
Derived from
PSH-QA-009
KPI-EXE-14 Online Review Score — Hotel Guest Experience Monthly ›

Weighted composite guest rating across monitored review platforms.

Calculation Weighted average of platform scores (normalised to 5)
Unit Score /5
Direction Higher is better
Green — standard>= 4.5
Amber — action required4.2 - 4.49
Red — escalate< 4.2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Online review aggregator
Derived from
PSH-QA-012
KPI-EXE-15 Brand Standard Audit Score — Hotel Quality & Compliance Quarterly ›

Overall property score in the periodic brand standards audit.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required82 - 89.9
Red — escalate< 82

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role General Manager
Data source Brand standards audit report
Derived from
PSH-OPS-018 PSH-QA-006
KPI-EXE-16 Overall Compliance Audit Score Quality & Compliance Quarterly ›

Composite score across all internal compliance and governance audits.

Calculation (Total points scored / Total points available) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required82 - 89.9
Red — escalate< 82

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source Internal audit and compliance reports
Derived from
PSH-QA-008 PSH-QA-016 PSH-OPS-008
KPI-EXE-17 Labour Cost Percentage — Hotel Financial Control Monthly ›

Total labour cost as a share of total revenue at property level.

Calculation (Total labour cost / Total revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 30
Amber — action required30.1 - 34
Red — escalate> 34

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Payroll ledger; management accounts
Derived from
PSH-HR-024 PSH-HR-022
KPI-EXE-18 Food Cost Percentage — Hotel Financial Control Monthly ›

Cost of food consumed as a share of net food revenue at property level.

Calculation (Cost of food consumed / Net food revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 32
Amber — action required32.1 - 35
Red — escalate> 35

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Cost control report; POS revenue
Derived from
PSH-CON-014 PSH-KIT-018
KPI-EXE-19 Beverage Cost Percentage — Hotel Financial Control Monthly ›

Cost of beverage consumed as a share of net beverage revenue.

Calculation (Cost of beverage consumed / Net beverage revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 24
Amber — action required24.1 - 28
Red — escalate> 28

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Cost control report; POS revenue
Derived from
PSH-CON-014 PSH-CON-013
KPI-EXE-20 Energy Cost per Occupied Room Sustainability Monthly ›

Total energy cost divided by occupied rooms.

Calculation Total energy cost / Occupied rooms
Unit Currency per room
Direction Lower is better
Green — standard<= 8.00
Amber — action required8.01 - 11.00
Red — escalate> 11.00

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source Utility invoices; PMS occupancy
Derived from
PSH-OPS-012 PSH-OPS-013
KPI-EXE-21 Employee Turnover — Hotel People & Culture Monthly ›

Annualised total turnover rate at property level.

Calculation (Total leavers / Average headcount) x 100, annualised
Unit %
Direction Lower is better
Green — standard<= 35
Amber — action required35.1 - 50
Red — escalate> 50

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source HRIS leaver report
Derived from
PSH-HR-045
KPI-EXE-22 Employee Engagement — Hotel People & Culture Annually ›

Overall favourable engagement score at property level.

Calculation (Favourable responses / Total responses) x 100
Unit %
Direction Higher is better
Green — standard>= 75
Amber — action required65 - 74.9
Red — escalate< 65

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source Employee engagement survey platform
Derived from
PSH-HR-028 PSH-HR-043
KPI-EXE-23 Lost Time Injury Frequency Rate — Hotel Safety & Risk Monthly ›

Property-level lost time injuries per 200,000 hours worked.

Calculation (Lost time injuries / Hours worked) x 200000
Unit Rate
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.01 - 2.0
Red — escalate> 2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Incident register; payroll hours
Derived from
PSH-SAF-001 PSH-SAF-018
KPI-EXE-24 Critical Incident Count Safety & Risk Monthly ›

Count of fire, security, food safety or reputational incidents rated critical in the period.

Calculation Count of critical incidents
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role General Manager
Data source Incident register across safety, security and food safety
Derived from
PSH-SAF-018 PSH-SEC-013 PSH-KIT-024

Operations Management

23 INDICATORS
Code OPS Accountable Director of Operations SOPs issued 18 SOPs worked to 18
KPI-OPS-01 Duty Manager Log Completion Quality & Compliance Daily ›

Share of duty shifts closed with a completed and countersigned duty manager log.

Calculation (Shifts with complete log / Total duty shifts) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Director of Operations
Data source Duty Manager logbook
Derived from
PSH-OPS-001 PSH-OPS-005
KPI-OPS-02 Daily Operations Meeting Attendance People & Culture Daily ›

Share of required heads of department attending the daily operations meeting.

Calculation (Departments represented / Departments required) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required80 - 89.9
Red — escalate< 80

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Director of Operations
Data source Operations meeting attendance register
Derived from
PSH-OPS-002
KPI-OPS-03 Interdepartmental Action Closure Rate Quality & Compliance Weekly ›

Share of cross-departmental actions closed by the agreed due date.

Calculation (Actions closed by due date / Actions raised) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Director of Operations
Data source Operations meeting action tracker
Derived from
PSH-OPS-003 PSH-OPS-007
KPI-OPS-04 Occupancy Forecast Accuracy Commercial Weekly ›

Absolute deviation of the seven-day occupancy forecast from actual occupancy.

Calculation Absolute (Forecast occupancy % - Actual occupancy %)
Unit Percentage points
Direction Lower is better
Green — standard<= 3
Amber — action required3.1 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Director of Operations
Data source Forecast file; PMS actual occupancy
Derived from
PSH-OPS-010 PSH-OPS-004
KPI-OPS-05 Peak Arrival Wait Time Guest Experience Weekly ›

Average guest wait time in the arrivals queue during the peak arrival hour.

Calculation Sum of queue wait times / Guests arriving in peak hour
Unit Minutes
Direction Lower is better
Green — standard<= 5
Amber — action required6 - 10
Red — escalate> 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Director of Operations
Data source Lobby queue observation log; PMS arrival pattern
Derived from
PSH-OPS-004 PSH-FO-006
KPI-OPS-06 Guest Experience Index Guest Experience Monthly ›

Composite of all captured guest satisfaction measures across the guest journey.

Calculation Weighted average of GSS, review score and mystery guest score
Unit Score /10
Direction Higher is better
Green — standard>= 8.7
Amber — action required8.0 - 8.69
Red — escalate< 8.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source Guest feedback platform; review aggregator; QA audit file
Derived from
PSH-OPS-009 PSH-QA-009
KPI-OPS-07 Preventive Maintenance Completion Rate Quality & Compliance Monthly ›

Share of scheduled preventive maintenance tasks completed within the planned month.

Calculation (PM tasks completed / PM tasks scheduled) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source CMMS preventive maintenance schedule
Derived from
PSH-OPS-011
KPI-OPS-08 Work Order Closure Time — Routine Quality & Compliance Weekly ›

Average elapsed time from raising a routine maintenance work order to verified closure.

Calculation Sum of closure times / Number of routine work orders
Unit Hours
Direction Lower is better
Green — standard<= 24
Amber — action required25 - 48
Red — escalate> 48

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Director of Operations
Data source CMMS work order report
Derived from
PSH-OPS-011 PSH-HK-015
KPI-OPS-09 Energy Consumption per Occupied Room Sustainability Monthly ›

Total site energy consumption divided by occupied rooms.

Calculation Total energy consumed (kWh) / Occupied rooms
Unit kWh per room
Direction Lower is better
Green — standard<= 60
Amber — action required61 - 75
Red — escalate> 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source Utility meter readings; PMS occupancy
Derived from
PSH-OPS-012 PSH-OPS-013
KPI-OPS-10 Water Consumption per Occupied Room Sustainability Monthly ›

Total site water consumption divided by occupied rooms.

Calculation Total water consumed (litres) / Occupied rooms
Unit Litres per room
Direction Lower is better
Green — standard<= 400
Amber — action required401 - 550
Red — escalate> 550

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source Utility meter readings; PMS occupancy
Derived from
PSH-OPS-012 PSH-OPS-013
KPI-OPS-11 Utility Cost as Percentage of Revenue Financial Control Monthly ›

Total utility cost expressed as a share of total revenue.

Calculation (Total utility cost / Total revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 6
Amber — action required6.1 - 8
Red — escalate> 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source General Ledger utility accounts; total revenue
Derived from
PSH-OPS-012
KPI-OPS-12 Waste Diversion Rate Sustainability Monthly ›

Share of total waste diverted from landfill through recycling, composting or reuse.

Calculation (Diverted waste weight / Total waste weight) x 100
Unit %
Direction Higher is better
Green — standard>= 40
Amber — action required25 - 39.9
Red — escalate< 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source Waste contractor reports; waste weighing log
Derived from
PSH-OPS-013 PSH-KIT-018
KPI-OPS-13 Sustainability Milestone Completion Sustainability Quarterly ›

Share of the annual sustainability plan milestones completed on schedule.

Calculation (Milestones completed on time / Milestones due) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Operations
Data source Sustainability plan tracker
Derived from
PSH-OPS-013
KPI-OPS-14 Core System Uptime Quality & Compliance Monthly ›

Share of scheduled operating hours during which PMS and POS are fully available.

Calculation (Scheduled hours - Downtime hours) / Scheduled hours x 100
Unit %
Direction Higher is better
Green — standard>= 99.5
Amber — action required98.5 - 99.49
Red — escalate< 98.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source IT incident log; system monitoring dashboard
Derived from
PSH-OPS-014
KPI-OPS-15 IT Incident Resolution Time — Critical Quality & Compliance Monthly ›

Average elapsed time to restore service after a critical system incident.

Calculation Sum of restoration times / Number of critical incidents
Unit Hours
Direction Lower is better
Green — standard<= 4
Amber — action required4.1 - 8
Red — escalate> 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source IT incident log; service desk ticketing
Derived from
PSH-OPS-014
KPI-OPS-16 Business Continuity Test Completion Safety & Risk Annually ›

Number of full business continuity and crisis simulation exercises completed in the year.

Calculation Count of completed exercises
Unit Count
Direction Higher is better
Green — standard>= 2
Amber — action required1
Red — escalate0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Director of Operations
Data source Business continuity exercise reports
Derived from
PSH-OPS-015
KPI-OPS-17 Vendor SLA Compliance Quality & Compliance Quarterly ›

Share of contracted vendors meeting all agreed service level measures in the review period.

Calculation (Vendors meeting SLA / Vendors reviewed) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Operations
Data source Vendor performance scorecards; contract register
Derived from
PSH-OPS-016
KPI-OPS-18 Contract Renewal Lead Time Compliance Quality & Compliance Quarterly ›

Share of contract renewals initiated at least 60 days before expiry.

Calculation (Renewals initiated >= 60 days ahead / Renewals due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Operations
Data source Contract register with expiry dates
Derived from
PSH-OPS-016
KPI-OPS-19 Operational Report Timeliness Quality & Compliance Monthly ›

Share of mandated operational reports issued by the published deadline.

Calculation (Reports issued on time / Reports due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Operations
Data source Report distribution log
Derived from
PSH-OPS-017
KPI-OPS-20 Brand Standard Compliance Score Quality & Compliance Quarterly ›

Score from the periodic brand and corporate standards compliance review.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required80 - 89.9
Red — escalate< 80

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Operations
Data source Brand standards audit report
Derived from
PSH-OPS-018 PSH-QA-006
KPI-OPS-21 SOP Review Cycle Compliance Quality & Compliance Quarterly ›

Share of the SOP library reviewed, approved and re-issued within the mandated review cycle.

Calculation (SOPs within review date / Total SOPs) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Operations
Data source SOP register with review dates; document control system
Derived from
PSH-OPS-008 PSH-QA-015
KPI-OPS-22 SOP Acknowledgement Rate Quality & Compliance Quarterly ›

Share of in-scope colleagues who have formally acknowledged the SOPs applicable to their role.

Calculation (Colleagues acknowledged / Colleagues in scope) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required90 - 97.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Operations
Data source Document control acknowledgement register; LMS
Derived from
PSH-OPS-008 PSH-HR-032
KPI-OPS-23 Shift Handover Compliance — Operations Quality & Compliance Weekly ›

Share of operational shifts with a documented handover covering open issues, VIPs and risks.

Calculation (Shifts with documented handover / Total shifts) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Director of Operations
Data source Handover logbooks across departments
Derived from
PSH-OPS-005 PSH-FO-024 PSH-KIT-026

Front Office & Guest Services

28 INDICATORS
Code FO Accountable Front Office Manager SOPs issued 30 SOPs worked to 30
KPI-FO-01 Average Check-In Time Guest Experience Daily ›

Elapsed time from a guest presenting at reception to room key issued, measured on arriving guests.

Calculation Sum of check-in durations / Number of check-ins
Unit Minutes
Direction Lower is better
Green — standard<= 3.0
Amber — action required3.1 - 5.0
Red — escalate> 5.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Front Office Manager
Data source PMS timestamps (arrival to key encode); Front Desk service timer
Derived from
PSH-FO-005 PSH-FO-006 PSH-FO-010
KPI-FO-02 Registration Accuracy & ID Capture Quality & Compliance Weekly ›

Share of registration cards completed with all mandatory fields and a verified identity document attached.

Calculation (Complete & verified registrations / Total registrations) x 100
Unit %
Direction Higher is better
Green — standard>= 99
Amber — action required95 - 98.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Front Office Manager
Data source PMS registration audit; Night Audit exception report
Derived from
PSH-FO-010 PSH-FO-011
KPI-FO-03 VIP Arrival Readiness Guest Experience Daily ›

Share of VIP arrivals where the room was inspected and released, amenity placed and personalised greeting delivered before arrival.

Calculation (Compliant VIP arrivals / Total VIP arrivals) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Front Office Manager
Data source VIP arrival checklist; Duty Manager log
Derived from
PSH-FO-007
KPI-FO-04 Group Arrival Throughput Productivity Monthly ›

Average time to complete check-in for a group of 20 guests from first to last key issued.

Calculation Total group check-in elapsed time / Number of groups
Unit Minutes
Direction Lower is better
Green — standard<= 30
Amber — action required31 - 45
Red — escalate> 45

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source Group arrival log; PMS group master
Derived from
PSH-FO-008
KPI-FO-05 Reservation Conversion Rate Commercial Monthly ›

Share of qualified enquiries that convert to confirmed, guaranteed bookings.

Calculation (Confirmed bookings / Qualified enquiries) x 100
Unit %
Direction Higher is better
Green — standard>= 35
Amber — action required25 - 34.9
Red — escalate< 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source PMS / CRS enquiry log; reservations mailbox tracker
Derived from
PSH-FO-001 PSH-FO-003
KPI-FO-06 Enquiry First-Response Time Guest Experience Weekly ›

Average elapsed time between receipt of an email or WhatsApp enquiry and the first substantive reply.

Calculation Sum of response times / Number of enquiries
Unit Minutes
Direction Lower is better
Green — standard<= 30
Amber — action required31 - 120
Red — escalate> 120

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Front Office Manager
Data source Reservations mailbox; WhatsApp Business dashboard
Derived from
PSH-FO-003
KPI-FO-07 Calls Answered Within Three Rings Guest Experience Weekly ›

Share of inbound calls to reception answered within three rings and with the standard greeting.

Calculation (Calls answered <= 3 rings / Total inbound calls) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required90 - 94.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Front Office Manager
Data source PABX / telephone system report; call quality monitoring
Derived from
PSH-FO-002
KPI-FO-08 Upsell Capture Rate Commercial Monthly ›

Share of arriving guests who accept a paid room upgrade or added service at check-in.

Calculation (Arrivals with accepted upsell / Total arrivals) x 100
Unit %
Direction Higher is better
Green — standard>= 8
Amber — action required5 - 7.9
Red — escalate< 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source PMS upsell posting codes; upsell incentive log
Derived from
PSH-FO-014
KPI-FO-09 Upsell Revenue per Occupied Room Commercial Monthly ›

Incremental revenue generated from front-desk upselling per occupied room.

Calculation Total upsell revenue / Occupied rooms
Unit Currency per room
Direction Higher is better
Green — standard>= 6.00
Amber — action required3.00 - 5.99
Red — escalate< 3.00

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source PMS revenue posting by upsell code
Derived from
PSH-FO-014
KPI-FO-10 Complaints per 1,000 Room Nights Guest Experience Monthly ›

Volume of logged guest complaints normalised to occupancy.

Calculation (Logged complaints / Room nights sold) x 1000
Unit Ratio
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 10
Red — escalate> 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source Guest complaint register; PMS guest profile notes
Derived from
PSH-FO-015
KPI-FO-11 Complaint Resolution Within 24 Hours Guest Experience Weekly ›

Share of logged complaints closed with a documented resolution and guest confirmation inside 24 hours.

Calculation (Complaints closed <= 24h / Total complaints) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Front Office Manager
Data source Guest complaint register; Duty Manager log
Derived from
PSH-FO-015
KPI-FO-12 Guest Request Fulfilment Time Guest Experience Weekly ›

Average elapsed time from logging a guest request to confirmed delivery or completion.

Calculation Sum of fulfilment times / Number of requests
Unit Minutes
Direction Lower is better
Green — standard<= 15
Amber — action required16 - 30
Red — escalate> 30

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Front Office Manager
Data source Guest request / service-tracking system
Derived from
PSH-FO-016
KPI-FO-13 Wake-Up Call Accuracy Quality & Compliance Weekly ›

Share of wake-up calls delivered within two minutes of the requested time.

Calculation (Calls delivered within +/- 2 min / Total wake-up calls) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required98 - 99.9
Red — escalate< 98

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Front Office Manager
Data source PABX wake-up module; wake-up call log
Derived from
PSH-FO-018
KPI-FO-14 Key Card Control Compliance Quality & Compliance Weekly ›

Share of key audits in which all master, emergency and section keys are accounted for and signed out correctly.

Calculation (Audits with zero discrepancies / Total key audits) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Front Office Manager
Data source Key control register; key system audit trail
Derived from
PSH-FO-017
KPI-FO-15 Payment Guarantee Compliance Financial Control Daily ›

Share of arrivals with a valid, authorised payment guarantee recorded before the room key is issued.

Calculation (Arrivals with valid guarantee / Total arrivals) x 100
Unit %
Direction Higher is better
Green — standard>= 99
Amber — action required95 - 98.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Front Office Manager
Data source PMS credit-limit report; Night Audit exception report
Derived from
PSH-FO-012 PSH-FO-013
KPI-FO-16 No-Show Rate Commercial Monthly ›

Share of confirmed arrivals that fail to arrive and are not cancelled.

Calculation (No-show reservations / Confirmed arrivals) x 100
Unit %
Direction Lower is better
Green — standard<= 4
Amber — action required4.1 - 7
Red — escalate> 7

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source PMS no-show report; Night Audit
Derived from
PSH-FO-020
KPI-FO-17 No-Show Revenue Recovery Rate Financial Control Monthly ›

Share of chargeable no-shows where the applicable retention charge was raised and collected.

Calculation (No-shows charged / Chargeable no-shows) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source PMS no-show charge postings; Accounts Receivable
Derived from
PSH-FO-020 PSH-FO-012
KPI-FO-18 Cancellation Rate Commercial Monthly ›

Share of confirmed reservations cancelled prior to arrival.

Calculation (Cancelled reservations / Confirmed reservations) x 100
Unit %
Direction Lower is better
Green — standard<= 12
Amber — action required12.1 - 20
Red — escalate> 20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source PMS cancellation report
Derived from
PSH-FO-021
KPI-FO-19 Average Check-Out Time Guest Experience Daily ›

Elapsed time from guest presenting at reception to settled folio and departure.

Calculation Sum of check-out durations / Number of check-outs
Unit Minutes
Direction Lower is better
Green — standard<= 3.0
Amber — action required3.1 - 5.0
Red — escalate> 5.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Front Office Manager
Data source PMS timestamps; front desk service timer
Derived from
PSH-FO-026
KPI-FO-20 Late Check-Out Revenue Capture Financial Control Monthly ›

Share of chargeable late check-outs correctly posted at the published rate.

Calculation (Late check-outs charged / Chargeable late check-outs) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source PMS late check-out posting codes
Derived from
PSH-FO-023 PSH-FO-022
KPI-FO-21 Night Audit On-Time Completion Quality & Compliance Daily ›

Share of business days on which the night audit is rolled and balanced before the cut-off time.

Calculation (Nights closed before cut-off / Total nights) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Front Office Manager
Data source PMS night audit log
Derived from
PSH-FO-025
KPI-FO-22 Shift Handover Log Compliance Quality & Compliance Weekly ›

Share of shifts closed with a completed, countersigned handover record.

Calculation (Shifts with complete handover / Total shifts) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Front Office Manager
Data source Front Office handover logbook
Derived from
PSH-FO-024
KPI-FO-23 Guest Feedback Capture Rate Guest Experience Monthly ›

Share of departing guests from whom structured feedback is captured.

Calculation (Departures with feedback captured / Total departures) x 100
Unit %
Direction Higher is better
Green — standard>= 30
Amber — action required20 - 29.9
Red — escalate< 20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source Guest feedback platform; in-stay survey tool
Derived from
PSH-FO-027
KPI-FO-24 Lost & Found Logging Compliance Quality & Compliance Monthly ›

Share of found items logged in the register within one hour of discovery with full description and finder details.

Calculation (Items logged <= 1h / Total items found) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source Lost & Found register
Derived from
PSH-FO-028 PSH-HK-016
KPI-FO-25 Front Office Report Timeliness Quality & Compliance Daily ›

Share of mandated daily front office reports distributed by the published deadline.

Calculation (Reports issued on time / Reports due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Front Office Manager
Data source Report distribution log; PMS scheduled reports
Derived from
PSH-FO-029
KPI-FO-26 Grooming & Conduct Audit Score People & Culture Weekly ›

Average score from documented grooming and conduct inspections of front office colleagues.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required90 - 94.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Front Office Manager
Data source Grooming inspection checklist
Derived from
PSH-FO-030
KPI-FO-27 Walk-In Conversion Rate Commercial Monthly ›

Share of walk-in enquiries converted to a paid room night.

Calculation (Walk-ins converted / Total walk-in enquiries) x 100
Unit %
Direction Higher is better
Green — standard>= 50
Amber — action required35 - 49.9
Red — escalate< 35

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source PMS walk-in source code; walk-in log
Derived from
PSH-FO-004
KPI-FO-28 Room Move Rate (Assignment Error) Quality & Compliance Monthly ›

Share of in-house guests moved rooms because of an assignment, cleanliness or maintenance error.

Calculation (Error-driven room moves / Occupied rooms) x 100
Unit %
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.1 - 2.5
Red — escalate> 2.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Front Office Manager
Data source PMS room move report with reason codes
Derived from
PSH-FO-009 PSH-FO-019

Reservations, Revenue & Distribution

19 INDICATORS
Code REV Accountable Revenue Manager SOPs issued — SOPs worked to 15
KPI-REV-01 Revenue per Available Room Commercial Daily ›

Net room revenue divided by available room nights — the department's headline output measure.

Calculation Net room revenue / Room nights available
Unit Currency
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 5% of budget
Red — escalate> 5% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Revenue Manager
Data source PMS / CRS revenue report
Derived from
PSH-CON-015 PSH-OPS-010
KPI-REV-02 RevPAR Index vs Competitive Set Commercial Monthly ›

Hotel RevPAR relative to the defined competitive set, indexed to 100.

Calculation (Hotel RevPAR / Competitive set RevPAR) x 100
Unit Index
Direction Higher is better
Green — standard>= 105
Amber — action required95 - 104.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Revenue Manager
Data source Market benchmarking report; PMS
Derived from
PSH-OPS-010 PSH-OPS-018
KPI-REV-03 Average Daily Rate vs Budget Commercial Daily ›

Achieved ADR measured against the budgeted rate for the period.

Calculation (Actual ADR - Budget ADR) / Budget ADR x 100
Unit %
Direction Higher is better
Green — standard>= 0
Amber — action required-5 to -0.1
Red — escalate< -5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Revenue Manager
Data source PMS revenue report; approved budget
Derived from
PSH-CON-007 PSH-CON-015
KPI-REV-04 Seven-Day Forecast Accuracy Commercial Weekly ›

Absolute deviation of the seven-day rolling occupancy forecast from actual occupancy.

Calculation Absolute (Forecast occupancy % - Actual occupancy %)
Unit Percentage points
Direction Lower is better
Green — standard<= 3
Amber — action required3.1 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Revenue Manager
Data source Forecast file; PMS actuals
Derived from
PSH-OPS-010 PSH-OPS-004
KPI-REV-05 Thirty-Day Forecast Accuracy Commercial Monthly ›

Absolute deviation of the thirty-day revenue forecast from actual revenue.

Calculation Absolute (Forecast revenue - Actual revenue) / Actual revenue x 100
Unit %
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 8
Red — escalate> 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Revenue Manager
Data source Forecast file; PMS actuals
Derived from
PSH-OPS-010
KPI-REV-06 Booking Pace vs Same Time Last Year Commercial Weekly ›

On-the-books room nights for the forward window compared with the same point last year.

Calculation (On-the-books room nights - Prior year same-time room nights) / Prior year x 100
Unit %
Direction Higher is better
Green — standard>= 5
Amber — action required-5 to 4.9
Red — escalate< -5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Revenue Manager
Data source PMS on-the-books pace report
Derived from
PSH-FO-001 PSH-OPS-010
KPI-REV-07 Direct Channel Revenue Share Commercial Monthly ›

Share of room revenue booked through hotel-direct channels rather than intermediaries.

Calculation (Direct channel room revenue / Total room revenue) x 100
Unit %
Direction Higher is better
Green — standard>= 40
Amber — action required30 - 39.9
Red — escalate< 30

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Revenue Manager
Data source CRS / channel manager report
Derived from
PSH-FO-001 PSH-FO-003
KPI-REV-08 OTA Commission Cost Ratio Financial Control Monthly ›

Intermediary commission expense as a share of total room revenue.

Calculation (Commission expense / Total room revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 8
Amber — action required8.1 - 12
Red — escalate> 12

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Revenue Manager
Data source Channel manager report; Accounts Payable
Derived from
PSH-FO-001 PSH-CON-005
KPI-REV-09 Rate Parity Compliance Quality & Compliance Weekly ›

Share of monitored channels displaying rates consistent with the published direct rate.

Calculation (Compliant channel checks / Total channel checks) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Revenue Manager
Data source Rate parity monitoring tool; channel audit
Derived from
PSH-CON-007 PSH-FO-001
KPI-REV-10 Reservation Data Accuracy Quality & Compliance Weekly ›

Share of reservations carrying the correct rate code, market segment, source and guarantee.

Calculation (Accurate reservations sampled / Reservations sampled) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required93 - 97.9
Red — escalate< 93

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Revenue Manager
Data source PMS reservation audit; Night Audit exception report
Derived from
PSH-FO-001 PSH-FO-012 PSH-CON-005
KPI-REV-11 Group Conversion Rate Commercial Monthly ›

Share of group and corporate proposals that convert to a definite booking.

Calculation (Definite group bookings / Group proposals issued) x 100
Unit %
Direction Higher is better
Green — standard>= 35
Amber — action required25 - 34.9
Red — escalate< 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Revenue Manager
Data source Sales and catering system; group block report
Derived from
PSH-FO-008
KPI-REV-12 Group Wash Rate Commercial Monthly ›

Share of blocked group rooms released or unconsumed against the contracted block.

Calculation (Blocked rooms - Consumed rooms) / Blocked rooms x 100
Unit %
Direction Lower is better
Green — standard<= 10
Amber — action required10.1 - 20
Red — escalate> 20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Revenue Manager
Data source PMS group block and pickup report
Derived from
PSH-FO-008 PSH-FO-021
KPI-REV-13 Group RFP Response Time Commercial Weekly ›

Average elapsed time from receipt of a group request for proposal to issue of a priced response.

Calculation Sum of response times / Number of RFPs
Unit Hours
Direction Lower is better
Green — standard<= 24
Amber — action required25 - 48
Red — escalate> 48

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Revenue Manager
Data source Sales and catering system; RFP log
Derived from
PSH-FO-003 PSH-FO-008
KPI-REV-14 Average Length of Stay Commercial Monthly ›

Average number of consecutive nights per reservation, a lever on operating cost per room night.

Calculation Room nights sold / Number of reservations
Unit Nights
Direction Higher is better
Green — standard>= 2.2
Amber — action required1.8 - 2.19
Red — escalate< 1.8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Revenue Manager
Data source PMS stay pattern report
Derived from
PSH-FO-001 PSH-FO-022 PSH-FO-023
KPI-REV-15 Denials and Regrets Logging Completeness Commercial Weekly ›

Share of turned-away demand recorded with reason code for future pricing and inventory decisions.

Calculation (Denials logged with reason / Estimated denials) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Revenue Manager
Data source Reservations denial log; CRS report
Derived from
PSH-FO-001 PSH-FO-004
KPI-REV-16 Rate Override Compliance Financial Control Weekly ›

Share of manual rate overrides and complimentary bookings authorised at the correct level.

Calculation (Authorised overrides / Total overrides) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Revenue Manager
Data source PMS override report; Delegation of Authority matrix
Derived from
PSH-CON-006 PSH-CON-007
KPI-REV-17 No-Show and Cancellation Revenue Recovery Financial Control Monthly ›

Share of chargeable no-shows and late cancellations where the retention charge was raised and collected.

Calculation (Charges collected / Chargeable events) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Revenue Manager
Data source PMS charge postings; Accounts Receivable
Derived from
PSH-FO-020 PSH-FO-021 PSH-FO-012
KPI-REV-18 Distribution Content Accuracy Quality & Compliance Quarterly ›

Share of distribution channels displaying current, correct property content, imagery and policies.

Calculation (Accurate channel listings / Channels audited) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Revenue Manager
Data source Channel content audit checklist
Derived from
PSH-OPS-018 PSH-FO-001
KPI-REV-19 Upsell Programme Contribution Commercial Monthly ›

Incremental room revenue delivered by pre-arrival and at-arrival upsell campaigns.

Calculation Total upsell revenue / Room nights sold
Unit Currency per night
Direction Higher is better
Green — standard>= 4.00
Amber — action required2.00 - 3.99
Red — escalate< 2.00

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Revenue Manager
Data source PMS upsell posting codes; upsell platform
Derived from
PSH-FO-014

Sales, Marketing & Communications

20 INDICATORS
Code SMC Accountable Director of Sales & Marketing SOPs issued — SOPs worked to 16
KPI-SMC-01 Total Revenue vs Sales Target Commercial Monthly ›

Achievement of the departmental revenue target across rooms, events and other segments.

Calculation (Actual revenue / Target revenue) x 100
Unit %
Direction Higher is better
Green — standard>= 100
Amber — action required92 - 99.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Sales and catering system; management accounts
Derived from
PSH-OPS-010 PSH-OPS-018
KPI-SMC-02 New Corporate Accounts Signed Commercial Monthly ›

Number of new corporate or group accounts contracted in the period.

Calculation Count of new signed accounts
Unit Count
Direction Higher is better
Green — standard>= 5
Amber — action required3 - 4
Red — escalate< 3

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Sales CRM; contract register
Derived from
PSH-FO-001
KPI-SMC-03 Account Production vs Contracted Volume Commercial Quarterly ›

Actual room nights produced by contracted accounts against their committed volume.

Calculation (Actual account room nights / Contracted room nights) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Sales & Marketing
Data source Sales CRM; PMS account production report
Derived from
PSH-FO-001 PSH-CON-007
KPI-SMC-04 Sales Activity per Salesperson Productivity Monthly ›

Average number of qualified client meetings and sales calls completed per salesperson.

Calculation Total qualified sales activities / Number of salespeople
Unit Count per month
Direction Higher is better
Green — standard>= 40
Amber — action required25 - 39
Red — escalate< 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Sales CRM activity log
Derived from
PSH-OPS-018
KPI-SMC-05 Lead Response Time Commercial Weekly ›

Average elapsed time from receipt of an inbound sales lead to first substantive response.

Calculation Sum of response times / Number of leads
Unit Hours
Direction Lower is better
Green — standard<= 4
Amber — action required4.1 - 24
Red — escalate> 24

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Director of Sales & Marketing
Data source Sales CRM; enquiry mailbox
Derived from
PSH-FO-003
KPI-SMC-06 Proposal Win Rate Commercial Monthly ›

Share of issued proposals converting to confirmed business.

Calculation (Proposals won / Proposals issued) x 100
Unit %
Direction Higher is better
Green — standard>= 30
Amber — action required20 - 29.9
Red — escalate< 20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Sales CRM opportunity pipeline
Derived from
PSH-FO-001 PSH-FBS-023
KPI-SMC-07 Event Enquiry Conversion Rate Commercial Monthly ›

Share of banquet and conference enquiries converting to a confirmed event.

Calculation (Confirmed events / Event enquiries) x 100
Unit %
Direction Higher is better
Green — standard>= 35
Amber — action required25 - 34.9
Red — escalate< 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Sales and catering system
Derived from
PSH-FBS-022 PSH-FBS-023
KPI-SMC-08 Cost of Customer Acquisition Financial Control Quarterly ›

Total sales and marketing cost divided by the number of bookings generated through those efforts.

Calculation Total sales and marketing cost / Attributed bookings
Unit Currency
Direction Lower is better
Green — standard<= 25
Amber — action required25.01 - 40
Red — escalate> 40

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Sales & Marketing
Data source Marketing cost ledger; attribution report
Derived from
PSH-OPS-018
KPI-SMC-09 Marketing Spend as Percentage of Revenue Financial Control Monthly ›

Total sales and marketing expenditure as a share of total revenue.

Calculation (Sales and marketing cost / Total revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 7
Red — escalate> 7

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source General Ledger; management accounts
Derived from
PSH-CON-017
KPI-SMC-10 Return on Digital Ad Spend Commercial Monthly ›

Attributed revenue generated for each unit of paid digital media spend.

Calculation Attributed campaign revenue / Digital media spend
Unit Ratio
Direction Higher is better
Green — standard>= 8.0
Amber — action required5.0 - 7.9
Red — escalate< 5.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Ad platform reporting; booking engine attribution
Derived from
PSH-FO-001 PSH-FO-003
KPI-SMC-11 Website Booking Conversion Rate Commercial Monthly ›

Share of website sessions that complete a booking on the direct booking engine.

Calculation (Completed direct bookings / Website sessions) x 100
Unit %
Direction Higher is better
Green — standard>= 2.5
Amber — action required1.5 - 2.49
Red — escalate< 1.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Web analytics; booking engine report
Derived from
PSH-FO-001
KPI-SMC-12 Email Campaign Engagement Commercial Monthly ›

Average open and click-through performance across marketing email campaigns.

Calculation (Unique clicks / Delivered emails) x 100
Unit %
Direction Higher is better
Green — standard>= 3.0
Amber — action required1.5 - 2.99
Red — escalate< 1.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Email marketing platform
Derived from
PSH-FO-003
KPI-SMC-13 Opted-In Database Growth Commercial Quarterly ›

Net growth in the marketing-permissioned contact database over the period.

Calculation (Closing opted-in contacts - Opening contacts) / Opening contacts x 100
Unit %
Direction Higher is better
Green — standard>= 3
Amber — action required1 - 2.9
Red — escalate< 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Sales & Marketing
Data source CRM / email platform; consent register
Derived from
PSH-FO-027 PSH-HR-034
KPI-SMC-14 Social Media Engagement Rate Commercial Monthly ›

Interactions as a share of impressions across the property's managed social channels.

Calculation (Total engagements / Total impressions) x 100
Unit %
Direction Higher is better
Green — standard>= 3.0
Amber — action required1.5 - 2.99
Red — escalate< 1.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Social platform analytics
Derived from
PSH-QA-012
KPI-SMC-15 Online Review Score Guest Experience Monthly ›

Weighted composite guest rating across monitored review platforms.

Calculation Weighted average of platform scores (normalised to 5)
Unit Score /5
Direction Higher is better
Green — standard>= 4.5
Amber — action required4.2 - 4.49
Red — escalate< 4.2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Online review aggregator
Derived from
PSH-QA-012 PSH-QA-011
KPI-SMC-16 Online Review Response Rate Guest Experience Weekly ›

Share of published reviews receiving a management response within 72 hours.

Calculation (Reviews responded <= 72h / Reviews published) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Director of Sales & Marketing
Data source Online review aggregator response log
Derived from
PSH-QA-012
KPI-SMC-17 Share of Voice vs Competitive Set Commercial Quarterly ›

Share of monitored online mentions and coverage attributable to the property versus its comp set.

Calculation (Property mentions / Total comp set mentions) x 100
Unit %
Direction Higher is better
Green — standard>= 25
Amber — action required15 - 24.9
Red — escalate< 15

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Sales & Marketing
Data source Media monitoring tool
Derived from
PSH-QA-012 PSH-OPS-018
KPI-SMC-18 Brand Content Compliance Score Quality & Compliance Quarterly ›

Audit score of published collateral and channels against brand identity and messaging standards.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Sales & Marketing
Data source Brand compliance audit checklist
Derived from
PSH-OPS-018
KPI-SMC-19 Guest Satisfaction Contribution Guest Experience Monthly ›

Overall post-stay satisfaction score, tracked by sales as the primary driver of repeat and referral demand.

Calculation Sum of overall ratings / Number of responses
Unit Score /10
Direction Higher is better
Green — standard>= 8.7
Amber — action required8.0 - 8.69
Red — escalate< 8.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source Guest satisfaction survey platform
Derived from
PSH-QA-009 PSH-OPS-009
KPI-SMC-20 Complimentary and Familiarisation Room Nights Financial Control Monthly ›

Room nights given for sales, media and familiarisation purposes, with full approval evidence.

Calculation (Sales complimentary room nights / Total room nights) x 100
Unit %
Direction Lower is better
Green — standard<= 0.5
Amber — action required0.51 - 1.0
Red — escalate> 1.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Sales & Marketing
Data source PMS complimentary report; approval register
Derived from
PSH-CON-006

Banqueting, Conferences & Events

20 INDICATORS
Code BCE Accountable Banqueting & Events Manager SOPs issued — SOPs worked to 14
KPI-BCE-01 Banquet Revenue vs Budget Commercial Monthly ›

Total banqueting and events revenue measured against the approved budget.

Calculation (Actual banquet revenue - Budget) / Budget x 100
Unit %
Direction Higher is better
Green — standard>= 0
Amber — action required-5 to -0.1
Red — escalate< -5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Sales and catering system; management accounts
Derived from
PSH-FBS-012 PSH-FBS-022
KPI-BCE-02 Average Revenue per Event Commercial Monthly ›

Total event revenue divided by the number of events held.

Calculation Total event revenue / Number of events
Unit Currency
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 10% of budget
Red — escalate> 10% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Sales and catering system
Derived from
PSH-FBS-023 PSH-FBS-022
KPI-BCE-03 Average Revenue per Delegate Commercial Monthly ›

Total event revenue divided by the number of delegates served.

Calculation Total event revenue / Number of delegates
Unit Currency per head
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 10% of budget
Red — escalate> 10% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Sales and catering system; function sheets
Derived from
PSH-FBS-023
KPI-BCE-04 Function Space Utilisation Productivity Monthly ›

Share of available function space hours actually sold and occupied.

Calculation (Sold space hours / Available space hours) x 100
Unit %
Direction Higher is better
Green — standard>= 50
Amber — action required35 - 49.9
Red — escalate< 35

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Function diary; sales and catering system
Derived from
PSH-FBS-022 PSH-FBS-023
KPI-BCE-05 Event Enquiry Conversion Rate Commercial Monthly ›

Share of event enquiries converting to a signed, confirmed booking.

Calculation (Confirmed events / Event enquiries) x 100
Unit %
Direction Higher is better
Green — standard>= 35
Amber — action required25 - 34.9
Red — escalate< 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Sales and catering enquiry log
Derived from
PSH-FBS-022
KPI-BCE-06 Function Sheet Distribution Lead Time Quality & Compliance Weekly ›

Share of function sheets issued to all operating departments at least 72 hours before the event.

Calculation (Sheets issued >= 72h ahead / Total events) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Banqueting & Events Manager
Data source Function sheet distribution log
Derived from
PSH-FBS-023
KPI-BCE-07 Banquet Event Order Amendment Rate Quality & Compliance Monthly ›

Share of events amended within 24 hours of the start time, indicating planning quality.

Calculation (Events amended <= 24h before / Total events) x 100
Unit %
Direction Lower is better
Green — standard<= 10
Amber — action required10.1 - 20
Red — escalate> 20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Function sheet amendment log
Derived from
PSH-FBS-023 PSH-FBS-012
KPI-BCE-08 Event Setup Ready Before Start Guest Experience Monthly ›

Share of events fully set, checked and signed off at least 30 minutes before the published start time.

Calculation (Events ready on time / Total events) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Banquet setup checklist with timestamp
Derived from
PSH-FBS-022 PSH-FBS-023
KPI-BCE-09 Function Sheet Delivery Compliance Quality & Compliance Monthly ›

Share of events delivered fully in line with the signed function sheet with no unlogged deviation.

Calculation (Compliant events / Total events) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Function sheet sign-off; event debrief
Derived from
PSH-FBS-012 PSH-FBS-023
KPI-BCE-10 Client Satisfaction Score — Events Guest Experience Monthly ›

Average organiser satisfaction rating captured in the post-event survey.

Calculation Sum of organiser ratings / Number of responses
Unit Score /10
Direction Higher is better
Green — standard>= 8.7
Amber — action required8.0 - 8.69
Red — escalate< 8.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Post-event survey platform
Derived from
PSH-FBS-022 PSH-QA-009
KPI-BCE-11 Repeat Event Client Rate Commercial Quarterly ›

Share of events booked by clients who have held an event at the property before.

Calculation (Repeat client events / Total events) x 100
Unit %
Direction Higher is better
Green — standard>= 40
Amber — action required25 - 39.9
Red — escalate< 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Banqueting & Events Manager
Data source Sales and catering client history
Derived from
PSH-FBS-022 PSH-QA-011
KPI-BCE-12 Banquet Food Cost Percentage Financial Control Monthly ›

Cost of food consumed on events as a share of event food revenue.

Calculation (Event food cost / Event food revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 30
Amber — action required30.1 - 34
Red — escalate> 34

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Cost control report; banquet production sheets
Derived from
PSH-KIT-012 PSH-KIT-010
KPI-BCE-13 Banquet Labour Cost per Delegate Financial Control Monthly ›

Banquet service payroll and casual labour cost divided by delegates served.

Calculation Banquet labour cost / Number of delegates
Unit Currency per head
Direction Lower is better
Green — standard<= 6.00
Amber — action required6.01 - 9.00
Red — escalate> 9.00

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Payroll ledger; casual labour invoices; delegate counts
Derived from
PSH-FBS-012 PSH-FBS-022
KPI-BCE-14 Audio-Visual and Equipment Failure Rate Quality & Compliance Monthly ›

Share of events affected by an audio-visual or equipment failure during service.

Calculation (Events with equipment failure / Total events) x 100
Unit %
Direction Lower is better
Green — standard<= 2
Amber — action required2.1 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Event debrief log; incident register
Derived from
PSH-FBS-022 PSH-KIT-020
KPI-BCE-15 Dietary and Allergen Request Compliance Safety & Risk Monthly ›

Share of event dietary and allergen requests correctly recorded, produced and confirmed at service.

Calculation (Compliant requests / Requests received) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required98 - 99.9
Red — escalate< 98

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Function sheet allergen section; kitchen allergen file
Derived from
PSH-FBS-024 PSH-FBS-025
KPI-BCE-16 Buffet Stock-Out Incidents per Event Guest Experience Monthly ›

Average count of buffet or station stock-outs during advertised service at each event.

Calculation Total stock-out incidents / Number of events
Unit Count per event
Direction Lower is better
Green — standard0
Amber — action required0.1 - 0.5
Red — escalate> 0.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Event debrief; buffet replenishment log
Derived from
PSH-FBS-013 PSH-FBS-014
KPI-BCE-17 Event Billing Accuracy Financial Control Monthly ›

Share of event invoices issued without subsequent correction or client dispute.

Calculation (Invoices without correction / Event invoices) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required93 - 97.9
Red — escalate< 93

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Sales and catering billing; Accounts Receivable
Derived from
PSH-FBS-017 PSH-FBS-018
KPI-BCE-18 Event Deposit Collection Compliance Financial Control Monthly ›

Share of confirmed events with the contracted deposit received before the event date.

Calculation (Events with deposit received / Confirmed events) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Accounts Receivable; event contract file
Derived from
PSH-FBS-018 PSH-CON-007
KPI-BCE-19 Event Security Risk Assessment Completion Safety & Risk Monthly ›

Share of events with an approved security and crowd risk assessment before the event date.

Calculation (Events with approved assessment / Events requiring one) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Event security file; function sheet
Derived from
PSH-SEC-010 PSH-SEC-016
KPI-BCE-20 Post-Event Debrief Completion Quality & Compliance Monthly ›

Share of events closed with a documented debrief and logged improvement actions.

Calculation (Events with debrief / Total events) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Banqueting & Events Manager
Data source Event debrief file; action tracker
Derived from
PSH-FBS-022 PSH-QA-013

Housekeeping

23 INDICATORS
Code HK Accountable Executive Housekeeper SOPs issued 26 SOPs worked to 26
KPI-HK-01 Rooms Cleaned per Attendant per Shift Productivity Weekly ›

Average number of credit rooms serviced to standard by one room attendant in a full shift.

Calculation Total rooms cleaned / Room attendant shifts worked
Unit Rooms
Direction Higher is better
Green — standard>= 15
Amber — action required13 - 14.9
Red — escalate< 13

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Housekeeper
Data source Housekeeping allocation sheet; PMS room status log
Derived from
PSH-HK-003 PSH-HK-006 PSH-HK-007
KPI-HK-02 Average Departure Room Cleaning Time Productivity Weekly ›

Average minutes to return a departure room from dirty to inspected-ready.

Calculation Sum of cleaning durations / Departure rooms cleaned
Unit Minutes
Direction Lower is better
Green — standard<= 35
Amber — action required36 - 45
Red — escalate> 45

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Housekeeper
Data source PMS room status timestamps; housekeeping mobile app
Derived from
PSH-HK-007
KPI-HK-03 First-Time Inspection Pass Rate Quality & Compliance Weekly ›

Share of rooms passing supervisor inspection at the first attempt without rework.

Calculation (Rooms passed first time / Rooms inspected) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Housekeeper
Data source Room inspection checklist; supervisor inspection app
Derived from
PSH-HK-014 PSH-HK-026 PSH-HK-004 PSH-HK-005
KPI-HK-04 Inspection Coverage — Departures Quality & Compliance Daily ›

Share of departure rooms formally inspected before release for sale.

Calculation (Departure rooms inspected / Departure rooms cleaned) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Housekeeper
Data source Inspection log; PMS room release audit
Derived from
PSH-HK-014 PSH-HK-026
KPI-HK-05 Room Readiness by 14:00 Guest Experience Daily ›

Share of same-day arrival rooms released as clean and inspected by 14:00.

Calculation (Arrival rooms ready by 14:00 / Same-day arrival rooms) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Housekeeper
Data source PMS room status report at 14:00
Derived from
PSH-HK-003 PSH-HK-007
KPI-HK-06 Out-of-Order / Out-of-Service Rate Productivity Monthly ›

Share of total available room nights withdrawn from sale for maintenance or refurbishment.

Calculation (OOO + OOS room nights / Total room nights available) x 100
Unit %
Direction Lower is better
Green — standard<= 1.5
Amber — action required1.6 - 3.0
Red — escalate> 3.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Housekeeper
Data source PMS OOO/OOS report; maintenance work order system
Derived from
PSH-HK-015
KPI-HK-07 Turndown Completion Rate Guest Experience Daily ›

Share of eligible occupied rooms receiving turndown service to standard.

Calculation (Rooms turned down / Eligible occupied rooms) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Housekeeper
Data source Turndown allocation sheet; PMS room status
Derived from
PSH-HK-009
KPI-HK-08 VIP Room Preparation Compliance Guest Experience Daily ›

Share of VIP rooms prepared, inspected and amenity-set against the full VIP checklist before arrival.

Calculation (Compliant VIP rooms / Total VIP rooms) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Housekeeper
Data source VIP room checklist; Executive Housekeeper sign-off
Derived from
PSH-HK-008
KPI-HK-09 Guest Supplies Cost per Occupied Room Financial Control Monthly ›

Cost of guest amenities and consumables issued, divided by occupied rooms.

Calculation Guest supplies cost / Occupied rooms
Unit Currency per room
Direction Lower is better
Green — standard<= 2.50
Amber — action required2.51 - 3.50
Red — escalate> 3.50

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Housekeeper
Data source Store issue records; cost control ledger
Derived from
PSH-HK-012
KPI-HK-10 Minibar Posting Accuracy Financial Control Monthly ›

Share of minibar consumption correctly posted to the guest folio before departure.

Calculation (Accurate minibar postings / Total minibar consumption events) x 100
Unit %
Direction Higher is better
Green — standard>= 99
Amber — action required95 - 98.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Housekeeper
Data source PMS minibar postings vs minibar count sheet
Derived from
PSH-HK-013
KPI-HK-11 Maintenance Defects Reported per 100 Rooms Quality & Compliance Monthly ›

Volume of housekeeping-raised maintenance defects normalised to room count, indicating inspection diligence.

Calculation (Defects raised / Rooms in inventory) x 100
Unit Ratio
Direction Higher is better
Green — standard>= 8
Amber — action required4 - 7.9
Red — escalate< 4

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Housekeeper
Data source Maintenance work order system (CMMS)
Derived from
PSH-HK-015
KPI-HK-12 Maintenance Defects Closed Within 24 Hours Quality & Compliance Weekly ›

Share of housekeeping-raised guest-facing defects closed inside 24 hours.

Calculation (Defects closed <= 24h / Defects raised) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Housekeeper
Data source CMMS work order closure report
Derived from
PSH-HK-015 PSH-OPS-011
KPI-HK-13 Linen Par Availability Productivity Daily ›

Share of linen items available against the agreed par stock at daily issue.

Calculation (Items available / Par stock required) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required94 - 97.9
Red — escalate< 94

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Housekeeper
Data source Linen room stock sheet; par stock register
Derived from
PSH-HK-020 PSH-LAU-009
KPI-HK-14 Lost & Found Return-to-Guest Rate Guest Experience Quarterly ›

Share of logged found items successfully reunited with their owner within the retention period.

Calculation (Items returned to guest / Items logged) x 100
Unit %
Direction Higher is better
Green — standard>= 80
Amber — action required60 - 79.9
Red — escalate< 60

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Executive Housekeeper
Data source Lost & Found register
Derived from
PSH-HK-016 PSH-FO-028
KPI-HK-15 Deep Cleaning Schedule Adherence Quality & Compliance Monthly ›

Share of scheduled deep cleans completed in the planned month.

Calculation (Deep cleans completed / Deep cleans scheduled) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Housekeeper
Data source Deep cleaning schedule; completion sign-off sheet
Derived from
PSH-HK-017
KPI-HK-16 Chemical Handling Compliance Score Safety & Risk Monthly ›

Audit score covering correct dilution, labelling, storage, PPE use and safety data sheet availability.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Housekeeper
Data source Chemical handling audit; COSHH register
Derived from
PSH-HK-019 PSH-SAF-007
KPI-HK-17 Housekeeping Key Control Compliance Quality & Compliance Weekly ›

Share of key audits with all section and master keys signed out, returned and accounted for.

Calculation (Compliant key audits / Key audits performed) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Housekeeper
Data source Housekeeping key register
Derived from
PSH-HK-021
KPI-HK-18 Guest Privacy & Room Entry Breaches Quality & Compliance Monthly ›

Count of substantiated breaches of DND, occupied-room entry or guest privacy protocol.

Calculation Count of substantiated breaches in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Housekeeper
Data source Incident register; guest complaint log
Derived from
PSH-HK-022 PSH-HK-023 PSH-HK-024
KPI-HK-19 Housekeeping Labour Cost per Occupied Room Financial Control Monthly ›

Total housekeeping payroll and contracted labour cost divided by occupied rooms.

Calculation Housekeeping labour cost / Occupied rooms
Unit Currency per room
Direction Lower is better
Green — standard<= 9.00
Amber — action required9.01 - 12.00
Red — escalate> 12.00

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Housekeeper
Data source Payroll ledger; PMS occupancy
Derived from
PSH-HK-001 PSH-HK-003
KPI-HK-20 Trolley Setup Audit Score Quality & Compliance Weekly ›

Average score of trolley setup inspections covering stock, presentation, chemical segregation and cleanliness.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Housekeeper
Data source Trolley inspection checklist
Derived from
PSH-HK-002
KPI-HK-21 Public Area & Corridor Cleanliness Score Quality & Compliance Weekly ›

Average score from scheduled inspections of corridors, lifts, lobbies and other public areas.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Housekeeper
Data source Public area inspection checklist
Derived from
PSH-HK-011 PSH-HK-017
KPI-HK-22 Housekeeping Report Timeliness Quality & Compliance Daily ›

Share of mandated housekeeping reports issued by the published deadline.

Calculation (Reports issued on time / Reports due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Housekeeper
Data source Report distribution log
Derived from
PSH-HK-025
KPI-HK-23 Daily Briefing Attendance People & Culture Daily ›

Share of rostered room attendants attending the daily briefing.

Calculation (Attendees / Rostered attendants) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Housekeeper
Data source Briefing attendance register
Derived from
PSH-HK-001

Laundry & Linen

21 INDICATORS
Code LAU Accountable Laundry Manager SOPs issued 20 SOPs worked to 20
KPI-LAU-01 Pieces Processed per Labour Hour Productivity Weekly ›

Number of linen and uniform pieces processed to finished standard per paid labour hour.

Calculation Total pieces processed / Laundry labour hours
Unit Pieces per hour
Direction Higher is better
Green — standard>= 60
Amber — action required45 - 59.9
Red — escalate< 45

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Laundry Manager
Data source Laundry production log; payroll hours
Derived from
PSH-LAU-005 PSH-LAU-006 PSH-LAU-008
KPI-LAU-02 Cost per Kilogram Laundered Financial Control Monthly ›

Total laundry operating cost divided by weight processed.

Calculation Total laundry cost / Kilograms processed
Unit Currency per kg
Direction Lower is better
Green — standard<= 0.90
Amber — action required0.91 - 1.20
Red — escalate> 1.20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source Cost control ledger; laundry weight log
Derived from
PSH-LAU-005 PSH-LAU-016
KPI-LAU-03 Rewash Rate Quality & Compliance Weekly ›

Share of processed items requiring a second wash cycle due to quality failure.

Calculation (Items rewashed / Total items washed) x 100
Unit %
Direction Lower is better
Green — standard<= 3
Amber — action required3.1 - 6
Red — escalate> 6

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Laundry Manager
Data source Laundry quality control log
Derived from
PSH-LAU-005 PSH-LAU-015
KPI-LAU-04 Stain Removal Success Rate Quality & Compliance Monthly ›

Share of stained items returned to serviceable condition after treatment.

Calculation (Items successfully treated / Stained items treated) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required80 - 89.9
Red — escalate< 80

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source Stain treatment log
Derived from
PSH-LAU-015
KPI-LAU-05 Linen Shortage Rate Financial Control Monthly ›

Share of linen issued that is not returned within the counting cycle.

Calculation (Items issued - Items returned) / Items issued x 100
Unit %
Direction Lower is better
Green — standard<= 2
Amber — action required2.1 - 4
Red — escalate> 4

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source Linen count sheet; issue and return register
Derived from
PSH-LAU-004 PSH-LAU-010
KPI-LAU-06 Linen Discard Rate Financial Control Quarterly ›

Annualised share of linen stock condemned for damage, staining or wear.

Calculation (Items discarded / Average linen stock) x 100
Unit %
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 10
Red — escalate> 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Laundry Manager
Data source Linen discard register; stock count
Derived from
PSH-LAU-013
KPI-LAU-07 Linen Par Availability Productivity Daily ›

Share of required par stock available at the point of daily issue.

Calculation (Items available / Par stock required) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required94 - 97.9
Red — escalate< 94

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Laundry Manager
Data source Linen store stock sheet
Derived from
PSH-LAU-009 PSH-LAU-011
KPI-LAU-08 Guest Laundry Turnaround Time Guest Experience Weekly ›

Average elapsed time from guest laundry collection to delivery back to the room, standard service.

Calculation Sum of turnaround times / Number of guest orders
Unit Hours
Direction Lower is better
Green — standard<= 24
Amber — action required25 - 36
Red — escalate> 36

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Laundry Manager
Data source Guest laundry docket log
Derived from
PSH-LAU-003 PSH-LAU-007
KPI-LAU-09 Express Laundry On-Time Delivery Guest Experience Weekly ›

Share of express guest laundry orders delivered within the promised express window.

Calculation (Express orders on time / Total express orders) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Laundry Manager
Data source Guest laundry docket log with time stamps
Derived from
PSH-LAU-003
KPI-LAU-10 Guest Laundry Billing Accuracy Financial Control Monthly ›

Share of guest laundry orders billed to the folio at the correct item count and tariff.

Calculation (Correctly billed orders / Total guest orders) x 100
Unit %
Direction Higher is better
Green — standard>= 99
Amber — action required95 - 98.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source PMS laundry postings vs laundry docket
Derived from
PSH-LAU-012
KPI-LAU-11 Guest Laundry Complaint Rate Guest Experience Monthly ›

Share of guest laundry orders generating a complaint for damage, loss or quality.

Calculation (Orders with complaint / Total guest orders) x 100
Unit %
Direction Lower is better
Green — standard<= 2
Amber — action required2.1 - 4
Red — escalate> 4

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source Guest complaint register; laundry claim log
Derived from
PSH-LAU-003 PSH-LAU-013
KPI-LAU-12 Uniform Issue Turnaround People & Culture Weekly ›

Average elapsed time from uniform submission to return of the cleaned uniform to the employee.

Calculation Sum of turnaround times / Number of uniform orders
Unit Hours
Direction Lower is better
Green — standard<= 48
Amber — action required49 - 72
Red — escalate> 72

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Laundry Manager
Data source Uniform room issue log
Derived from
PSH-LAU-014
KPI-LAU-13 Outsourced Laundry SLA Compliance Quality & Compliance Monthly ›

Share of outsourced consignments returned on time, complete and to quality specification.

Calculation (Compliant consignments / Total consignments) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source Outsourced laundry despatch and return log; vendor SLA
Derived from
PSH-LAU-019 PSH-OPS-016
KPI-LAU-14 Laundry Chemical Cost per Kilogram Financial Control Monthly ›

Chemical consumption cost divided by weight processed.

Calculation Chemical cost / Kilograms processed
Unit Currency per kg
Direction Lower is better
Green — standard<= 0.12
Amber — action required0.13 - 0.18
Red — escalate> 0.18

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source Store issue records; laundry weight log
Derived from
PSH-LAU-016
KPI-LAU-15 Laundry Machine Downtime Productivity Monthly ›

Total hours of unplanned laundry equipment unavailability in the period.

Calculation Sum of unplanned downtime hours
Unit Hours
Direction Lower is better
Green — standard<= 10
Amber — action required11 - 24
Red — escalate> 24

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source CMMS work orders; laundry equipment log
Derived from
PSH-LAU-018 PSH-OPS-011
KPI-LAU-16 Laundry Hygiene Audit Score Safety & Risk Monthly ›

Audit score covering clean and soiled segregation, area cleanliness and handling practice.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source Laundry hygiene audit checklist
Derived from
PSH-LAU-017 PSH-LAU-002
KPI-LAU-17 Laundry Opening Checklist Compliance Quality & Compliance Daily ›

Share of operating days with the laundry opening checklist completed and signed before production starts.

Calculation (Days with completed checklist / Operating days) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Laundry Manager
Data source Laundry opening checklist
Derived from
PSH-LAU-001 PSH-LAU-018
KPI-LAU-18 Daily Laundry Report Timeliness Quality & Compliance Daily ›

Share of daily laundry production and stock reports issued by the published deadline.

Calculation (Reports issued on time / Reports due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Laundry Manager
Data source Report distribution log
Derived from
PSH-LAU-020
KPI-LAU-19 Water Consumption per Kilogram Laundered Sustainability Monthly ›

Litres of water consumed per kilogram of linen processed.

Calculation Water consumed (litres) / Kilograms processed
Unit Litres per kg
Direction Lower is better
Green — standard<= 12
Amber — action required12.1 - 16
Red — escalate> 16

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source Utility sub-meter readings; laundry weight log
Derived from
PSH-LAU-005 PSH-OPS-012
KPI-LAU-20 Energy Consumption per Kilogram Laundered Sustainability Monthly ›

Kilowatt-hours consumed per kilogram of linen processed across washing, drying and finishing.

Calculation Energy consumed (kWh) / Kilograms processed
Unit kWh per kg
Direction Lower is better
Green — standard<= 1.2
Amber — action required1.21 - 1.6
Red — escalate> 1.6

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Laundry Manager
Data source Utility sub-meter readings; laundry weight log
Derived from
PSH-LAU-005 PSH-LAU-006 PSH-OPS-012
KPI-LAU-21 Finishing Quality Reject Rate Quality & Compliance Weekly ›

Share of finished items rejected at final inspection for pressing, folding or packing defects.

Calculation (Items rejected at inspection / Items inspected) x 100
Unit %
Direction Lower is better
Green — standard<= 2
Amber — action required2.1 - 4
Red — escalate> 4

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Laundry Manager
Data source Final inspection log
Derived from
PSH-LAU-007 PSH-LAU-008

Food & Beverage Service

26 INDICATORS
Code FBS Accountable Food & Beverage Manager SOPs issued 26 SOPs worked to 26
KPI-FBS-01 Opening Checklist Compliance Quality & Compliance Daily ›

Share of trading days where the outlet opening checklist is completed and signed before service.

Calculation (Days with completed checklist / Trading days) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Food & Beverage Manager
Data source Outlet opening checklist
Derived from
PSH-FBS-001
KPI-FBS-02 Closing Checklist Compliance Quality & Compliance Daily ›

Share of trading days where the outlet closing checklist, including securing and sanitation, is completed and signed.

Calculation (Days with completed checklist / Trading days) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Food & Beverage Manager
Data source Outlet closing checklist
Derived from
PSH-FBS-002
KPI-FBS-03 Table Setup Audit Score Quality & Compliance Weekly ›

Average score of pre-service table setup inspections covering cover layout, linen, glassware and cleanliness.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Food & Beverage Manager
Data source Pre-service inspection checklist
Derived from
PSH-FBS-003
KPI-FBS-04 Service Sequence Compliance Guest Experience Monthly ›

Share of observed tables where the full standard service sequence is delivered in order.

Calculation (Compliant observations / Total observations) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required80 - 89.9
Red — escalate< 80

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source Mystery guest report; supervisor service observations
Derived from
PSH-FBS-004 PSH-QA-007
KPI-FBS-05 Greeting Within 30 Seconds Guest Experience Weekly ›

Share of arriving guests acknowledged and greeted within 30 seconds of entering the outlet.

Calculation (Guests greeted <= 30s / Total guest arrivals observed) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Food & Beverage Manager
Data source Service observation log; mystery guest report
Derived from
PSH-FBS-005
KPI-FBS-06 Order Taking Accuracy Quality & Compliance Weekly ›

Share of covers served exactly as ordered without amendment, remake or credit.

Calculation (Accurate orders / Total orders) x 100
Unit %
Direction Higher is better
Green — standard>= 99
Amber — action required96 - 98.9
Red — escalate< 96

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Food & Beverage Manager
Data source POS void/remake report; kitchen return log
Derived from
PSH-FBS-007
KPI-FBS-07 Average Food Delivery Time — A la Carte Guest Experience Daily ›

Average elapsed time from order fired to main course delivered to table.

Calculation Sum of ticket times / Number of main course tickets
Unit Minutes
Direction Lower is better
Green — standard<= 20
Amber — action required21 - 28
Red — escalate> 28

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Food & Beverage Manager
Data source POS kitchen display system ticket timings
Derived from
PSH-FBS-009 PSH-KIT-011
KPI-FBS-08 Room Service Delivery Time Guest Experience Daily ›

Average elapsed time from order taken to tray or trolley delivered in the guest room.

Calculation Sum of delivery times / Number of room service orders
Unit Minutes
Direction Lower is better
Green — standard<= 30
Amber — action required31 - 40
Red — escalate> 40

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Food & Beverage Manager
Data source POS room service module; delivery log
Derived from
PSH-FBS-011
KPI-FBS-09 Room Service Order Accuracy Quality & Compliance Monthly ›

Share of room service orders delivered complete and correct on the first attempt.

Calculation (Correct first-time deliveries / Total room service orders) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required94 - 97.9
Red — escalate< 94

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source Room service complaint log; POS remake codes
Derived from
PSH-FBS-011
KPI-FBS-10 Average Spend per Cover Commercial Daily ›

Average net F&B revenue generated per cover served.

Calculation Net F&B revenue / Number of covers
Unit Currency per cover
Direction Higher is better
Green — standard>= target
Amber — action requiredwithin 10% of target
Red — escalate> 10% below target

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Food & Beverage Manager
Data source POS revenue and cover count report
Derived from
PSH-FBS-008 PSH-FBS-006
KPI-FBS-11 Suggestive Selling Attach Rate Commercial Monthly ›

Share of checks containing at least one item from the designated upsell list.

Calculation (Checks with upsell item / Total checks) x 100
Unit %
Direction Higher is better
Green — standard>= 25
Amber — action required15 - 24.9
Red — escalate< 15

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source POS item mix report; upsell item group
Derived from
PSH-FBS-008
KPI-FBS-12 Beverage Attach Rate Commercial Monthly ›

Share of food covers accompanied by at least one beverage sale.

Calculation (Covers with beverage / Total food covers) x 100
Unit %
Direction Higher is better
Green — standard>= 60
Amber — action required45 - 59.9
Red — escalate< 45

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source POS item mix report
Derived from
PSH-FBS-010
KPI-FBS-13 Table Turnover Rate Productivity Weekly ›

Average number of covers served per seat during a defined service period.

Calculation Covers served / Available seats
Unit Turns per service
Direction Higher is better
Green — standard>= 1.8
Amber — action required1.4 - 1.79
Red — escalate< 1.4

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Food & Beverage Manager
Data source POS covers report; seating capacity register
Derived from
PSH-FBS-004 PSH-FBS-019
KPI-FBS-14 Breakfast Capture Ratio Commercial Monthly ›

Share of in-house guests taking breakfast in the hotel.

Calculation (Breakfast covers / In-house guests) x 100
Unit %
Direction Higher is better
Green — standard>= 65
Amber — action required50 - 64.9
Red — escalate< 50

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source POS breakfast covers; PMS in-house guest count
Derived from
PSH-FBS-015
KPI-FBS-15 Buffet Stock-Out Incidents Guest Experience Weekly ›

Count of occasions where a buffet item is unavailable at the counter during advertised service hours.

Calculation Count of stock-out incidents in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Food & Beverage Manager
Data source Buffet replenishment log; supervisor service report
Derived from
PSH-FBS-013 PSH-FBS-014
KPI-FBS-16 Banquet Function Sheet Compliance Quality & Compliance Monthly ›

Share of events delivered fully in line with the signed function sheet, with no unlogged deviation.

Calculation (Compliant events / Total events) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source Function sheet sign-off; banquet event order file
Derived from
PSH-FBS-012 PSH-FBS-023
KPI-FBS-17 Event Setup Ready Before Guest Arrival Guest Experience Monthly ›

Share of events where the room is fully set and checked at least 30 minutes before the published start time.

Calculation (Events ready on time / Total events) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source Banquet setup checklist with timestamp
Derived from
PSH-FBS-022 PSH-FBS-023
KPI-FBS-18 Allergen Communication Compliance Safety & Risk Weekly ›

Share of allergen or dietary requests correctly recorded, communicated to the kitchen and confirmed back to the guest.

Calculation (Compliant allergen handovers / Allergen requests) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required98 - 99.9
Red — escalate< 98

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Food & Beverage Manager
Data source Allergen request log; kitchen allergen docket file
Derived from
PSH-FBS-024 PSH-FBS-025
KPI-FBS-19 Allergen-Related Incidents Safety & Risk Monthly ›

Count of reported adverse reactions or near-misses attributable to allergen handling.

Calculation Count of incidents in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required0
Red — escalate> 0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source Incident register; food safety incident report
Derived from
PSH-FBS-025 PSH-KIT-024
KPI-FBS-20 F&B Complaints per 1,000 Covers Guest Experience Monthly ›

Volume of logged F&B service complaints normalised to covers served.

Calculation (F&B complaints / Covers served) x 1000
Unit Ratio
Direction Lower is better
Green — standard<= 3
Amber — action required3.1 - 6
Red — escalate> 6

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source Guest complaint register; POS covers report
Derived from
PSH-FBS-016
KPI-FBS-21 First-Contact Complaint Recovery Guest Experience Monthly ›

Share of in-outlet complaints resolved by the service team at the table without escalation.

Calculation (Complaints resolved at table / Total in-outlet complaints) x 100
Unit %
Direction Higher is better
Green — standard>= 85
Amber — action required70 - 84.9
Red — escalate< 70

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source Complaint log with escalation flag
Derived from
PSH-FBS-016
KPI-FBS-22 Billing Accuracy Financial Control Weekly ›

Share of checks presented without subsequent correction, adjustment or guest dispute.

Calculation (Checks with no correction / Total checks) x 100
Unit %
Direction Higher is better
Green — standard>= 99
Amber — action required96 - 98.9
Red — escalate< 96

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Food & Beverage Manager
Data source POS adjustment and reprint report
Derived from
PSH-FBS-017
KPI-FBS-23 Void & Correction Rate Financial Control Weekly ›

Value of voids and corrections as a share of gross outlet sales.

Calculation (Void + correction value / Gross sales) x 100
Unit %
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.1 - 2.0
Red — escalate> 2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Food & Beverage Manager
Data source POS void report; Income Audit exception report
Derived from
PSH-FBS-018 PSH-CON-008
KPI-FBS-24 F&B Guest Satisfaction Score Guest Experience Monthly ›

Average guest rating of the F&B experience across all captured feedback channels.

Calculation Sum of F&B ratings / Number of ratings
Unit Score /10
Direction Higher is better
Green — standard>= 8.5
Amber — action required7.5 - 8.49
Red — escalate< 7.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source Guest feedback platform; online review aggregator
Derived from
PSH-FBS-026 PSH-QA-009
KPI-FBS-25 Service Hygiene & Sanitation Audit Score Safety & Risk Monthly ›

Audit score covering front-of-house hygiene, sanitation, equipment cleanliness and food handling in service areas.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required90 - 94.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Food & Beverage Manager
Data source Hygiene audit report
Derived from
PSH-FBS-020 PSH-QA-005
KPI-FBS-26 Service Grooming Audit Score People & Culture Weekly ›

Average score of grooming and uniform inspections for service colleagues.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Food & Beverage Manager
Data source Grooming inspection checklist
Derived from
PSH-FBS-021 PSH-HR-021

Culinary & Food Production

24 INDICATORS
Code CUL Accountable Executive Chef SOPs issued 26 SOPs worked to 26
KPI-CUL-01 Food Cost Percentage Financial Control Monthly ›

Cost of food consumed expressed as a share of net food revenue.

Calculation (Cost of food consumed / Net food revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 32
Amber — action required32.1 - 35
Red — escalate> 35

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Cost control ledger; POS food revenue
Derived from
PSH-KIT-018 PSH-CON-014
KPI-CUL-02 Food Cost Variance vs Budget Financial Control Monthly ›

Deviation of actual food cost percentage from the budgeted percentage.

Calculation Actual food cost % - Budgeted food cost %
Unit Percentage points
Direction On target
Green — standard-1.0 to +1.0
Amber — action required+1.1 to +2.0
Red — escalate> +2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Cost control report; approved budget
Derived from
PSH-CON-014 PSH-CON-017
KPI-CUL-03 Recipe Standardisation Compliance Quality & Compliance Quarterly ›

Share of menu items produced against a current, costed standard recipe card.

Calculation (Items with current recipe card / Total active menu items) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Executive Chef
Data source Recipe management system; menu engineering file
Derived from
PSH-KIT-007
KPI-CUL-04 Portion Control Variance Financial Control Monthly ›

Average deviation of plated portion weight from the standard recipe specification.

Calculation (Actual portion weight - Standard weight) / Standard weight x 100
Unit %
Direction Lower is better
Green — standard<= 3
Amber — action required3.1 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Portion audit sheet; plating spot checks
Derived from
PSH-KIT-013 PSH-KIT-007
KPI-CUL-05 Food Waste as % of Food Purchases Sustainability Monthly ›

Value of recorded food waste expressed as a share of food purchases.

Calculation (Recorded food waste value / Food purchases value) x 100
Unit %
Direction Lower is better
Green — standard<= 4
Amber — action required4.1 - 6
Red — escalate> 6

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Waste log; purchase ledger
Derived from
PSH-KIT-018 PSH-OPS-013
KPI-CUL-06 Food Waste per Cover Sustainability Monthly ›

Weight of food waste generated per cover served.

Calculation Total food waste (kg) / Covers served
Unit kg per cover
Direction Lower is better
Green — standard<= 0.15
Amber — action required0.16 - 0.25
Red — escalate> 0.25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Waste weighing log; POS covers report
Derived from
PSH-KIT-018
KPI-CUL-07 A la Carte Ticket Time Guest Experience Daily ›

Average elapsed time from order received in the kitchen to dish passed to service.

Calculation Sum of ticket times / Number of tickets
Unit Minutes
Direction Lower is better
Green — standard<= 18
Amber — action required19 - 25
Red — escalate> 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Chef
Data source Kitchen display system ticket report
Derived from
PSH-KIT-011
KPI-CUL-08 Kitchen Opening & Closing Checklist Compliance Quality & Compliance Daily ›

Share of trading days with both opening and closing kitchen checklists completed and signed.

Calculation (Days with both checklists complete / Trading days) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Chef
Data source Kitchen opening and closing checklists
Derived from
PSH-KIT-001 PSH-KIT-002
KPI-CUL-09 Temperature Log Completion Rate Safety & Risk Daily ›

Share of required temperature checks recorded at the mandated frequency across all monitored points.

Calculation (Checks recorded / Checks required) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Chef
Data source HACCP temperature log; automated probe system
Derived from
PSH-KIT-015 PSH-KIT-016
KPI-CUL-10 Temperature Excursions Safety & Risk Weekly ›

Count of recorded temperature readings outside the critical control limit requiring corrective action.

Calculation Count of out-of-limit readings in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Chef
Data source HACCP temperature log; corrective action record
Derived from
PSH-KIT-015 PSH-KIT-016
KPI-CUL-11 HACCP Audit Score Safety & Risk Quarterly ›

Score from the periodic HACCP food safety management system audit.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required90 - 94.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Executive Chef
Data source HACCP audit report
Derived from
PSH-KIT-021 PSH-QA-005
KPI-CUL-12 Kitchen Hygiene Audit Score Safety & Risk Monthly ›

Score from documented kitchen hygiene and sanitation inspections.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required90 - 94.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Hygiene inspection report
Derived from
PSH-KIT-014 PSH-QA-005
KPI-CUL-13 Goods Receiving Rejection Rate Quality & Compliance Monthly ›

Share of food deliveries wholly or partly rejected at receiving for quality, temperature or specification failure.

Calculation (Rejected deliveries / Total deliveries) x 100
Unit %
Direction Lower is better
Green — standard<= 2
Amber — action required2.1 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Goods Received Note register; receiving log
Derived from
PSH-KIT-003 PSH-CON-012
KPI-CUL-14 FIFO / FEFO Compliance Score Quality & Compliance Weekly ›

Audit score for correct date labelling and first-in-first-out / first-expired-first-out rotation in all storage areas.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Chef
Data source Store audit checklist
Derived from
PSH-KIT-005 PSH-KIT-004 PSH-KIT-017
KPI-CUL-15 Expiry Write-Off Value Financial Control Monthly ›

Value of stock written off for expiry or spoilage as a share of food purchases.

Calculation (Expiry write-off value / Food purchases value) x 100
Unit %
Direction Lower is better
Green — standard<= 0.5
Amber — action required0.51 - 1.0
Red — escalate> 1.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Stock write-off register; purchase ledger
Derived from
PSH-KIT-004 PSH-KIT-017 PSH-CON-013
KPI-CUL-16 Cold Chain Compliance Safety & Risk Daily ›

Share of cold room and chiller monitoring periods with all readings inside the specified range.

Calculation (Compliant monitoring periods / Total monitoring periods) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required98 - 99.9
Red — escalate< 98

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Chef
Data source Cold room temperature log; automated monitoring
Derived from
PSH-KIT-016
KPI-CUL-17 Staff Meal Cost per Employee Day Financial Control Monthly ›

Cost of staff cafeteria production divided by employee meal days served.

Calculation Staff meal cost / Employee meal days
Unit Currency per day
Direction Lower is better
Green — standard<= 3.00
Amber — action required3.01 - 4.00
Red — escalate> 4.00

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Cost control ledger; staff meal count
Derived from
PSH-KIT-019
KPI-CUL-18 Kitchen Equipment Downtime Productivity Monthly ›

Total hours of unplanned kitchen equipment unavailability in the period.

Calculation Sum of unplanned downtime hours
Unit Hours
Direction Lower is better
Green — standard<= 8
Amber — action required9 - 20
Red — escalate> 20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source CMMS work order records; kitchen equipment log
Derived from
PSH-KIT-020 PSH-OPS-011
KPI-CUL-19 Food Safety Incidents Safety & Risk Monthly ›

Count of reported food safety incidents, including suspected foodborne illness and contamination events.

Calculation Count of reported incidents in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required0
Red — escalate> 0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Food safety incident register
Derived from
PSH-KIT-024
KPI-CUL-20 Kitchen Handover Log Compliance Quality & Compliance Weekly ›

Share of shifts closed with a completed kitchen handover record covering stock, prep and outstanding issues.

Calculation (Shifts with complete handover / Total shifts) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Chef
Data source Kitchen handover logbook
Derived from
PSH-KIT-026
KPI-CUL-21 Chef's Daily Briefing Attendance People & Culture Daily ›

Share of rostered kitchen colleagues attending the daily briefing.

Calculation (Attendees / Rostered kitchen colleagues) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Executive Chef
Data source Briefing attendance register
Derived from
PSH-KIT-025
KPI-CUL-22 Banquet Production On-Time Readiness Guest Experience Monthly ›

Share of banquet functions where all food is ready at the agreed pass time.

Calculation (Functions ready on time / Total functions) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Function sheet timing sign-off; banquet kitchen log
Derived from
PSH-KIT-012 PSH-FBS-023
KPI-CUL-23 Buffet Production Yield Variance Financial Control Weekly ›

Deviation of actual buffet production quantity from forecast requirement, indicating over- or under-production.

Calculation (Actual production - Forecast requirement) / Forecast requirement x 100
Unit %
Direction On target
Green — standard-5 to +5
Amber — action required+5.1 to +10
Red — escalate> +10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Executive Chef
Data source Buffet production sheet; forecast covers
Derived from
PSH-KIT-010 PSH-OPS-010
KPI-CUL-24 Food Preparation Compliance Score Quality & Compliance Monthly ›

Audit score of preparation practice covering cross-contamination control, mise en place and plating standards.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Executive Chef
Data source Preparation audit checklist
Derived from
PSH-KIT-008 PSH-KIT-013

Stewarding, Hygiene & Food Safety

20 INDICATORS
Code STW Accountable Chief Steward SOPs issued — SOPs worked to 14
KPI-STW-01 Breakage and Loss Cost per 1,000 Covers Financial Control Monthly ›

Replacement cost of china, glassware, cutlery and hollowware, normalised to covers served.

Calculation (Breakage replacement cost / Covers served) x 1000
Unit Currency
Direction Lower is better
Green — standard<= 25
Amber — action required26 - 45
Red — escalate> 45

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Breakage register; store issue records; POS covers
Derived from
PSH-KIT-023 PSH-FBS-019
KPI-STW-02 Operating Equipment Par Availability Productivity Daily ›

Share of required operating equipment available and serviceable at the start of each service.

Calculation (Items available / Par level required) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required94 - 97.9
Red — escalate< 94

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Chief Steward
Data source Operating equipment count sheet; par register
Derived from
PSH-KIT-023 PSH-CON-013
KPI-STW-03 Dishwash Turnaround at Peak Productivity Weekly ›

Average time to return soiled operating equipment to the service point during peak service.

Calculation Sum of turnaround times / Number of cycles observed
Unit Minutes
Direction Lower is better
Green — standard<= 25
Amber — action required26 - 40
Red — escalate> 40

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Chief Steward
Data source Stewarding service observation log
Derived from
PSH-KIT-023
KPI-STW-04 Kitchen Hygiene Audit Score Safety & Risk Monthly ›

Score from documented kitchen and back-of-house hygiene and sanitation inspections.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required90 - 94.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Hygiene inspection report
Derived from
PSH-KIT-014 PSH-QA-005
KPI-STW-05 Front-of-House Sanitation Audit Score Safety & Risk Monthly ›

Audit score covering service area hygiene, equipment cleanliness and food handling in outlets.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required90 - 94.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Hygiene audit report
Derived from
PSH-FBS-020 PSH-QA-005
KPI-STW-06 Deep Clean Schedule Adherence Quality & Compliance Monthly ›

Share of scheduled deep cleans of kitchens, extraction and equipment completed in the planned period.

Calculation (Deep cleans completed / Deep cleans scheduled) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Deep clean schedule; completion sign-off
Derived from
PSH-KIT-014 PSH-KIT-020
KPI-STW-07 HACCP Verification Completion Safety & Risk Weekly ›

Share of scheduled HACCP verification checks completed and signed by a competent person.

Calculation (Verifications completed / Verifications due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Chief Steward
Data source HACCP verification records
Derived from
PSH-KIT-021 PSH-SAF-016
KPI-STW-08 Temperature Log Completion Rate Safety & Risk Daily ›

Share of required temperature checks recorded at the mandated frequency across monitored points.

Calculation (Checks recorded / Checks required) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Chief Steward
Data source HACCP temperature log; probe monitoring system
Derived from
PSH-KIT-015
KPI-STW-09 Pest Control Visit Compliance Safety & Risk Monthly ›

Share of contracted pest control visits completed on schedule with a signed report.

Calculation (Visits completed on schedule / Visits due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Pest control contractor reports
Derived from
PSH-KIT-014 PSH-KIT-021
KPI-STW-10 Pest Sightings Recorded Safety & Risk Monthly ›

Count of confirmed pest sightings in food handling or storage areas.

Calculation Count of confirmed sightings in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Pest sighting log; contractor reports
Derived from
PSH-KIT-014 PSH-KIT-021
KPI-STW-11 Grease Trap and Waste Line Servicing Compliance Safety & Risk Quarterly ›

Share of scheduled grease trap and drainage servicing completed and certified.

Calculation (Services completed on schedule / Services due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Steward
Data source Servicing certificates; maintenance log
Derived from
PSH-KIT-018 PSH-OPS-011
KPI-STW-12 Waste Segregation Compliance Sustainability Monthly ›

Audit score of waste segregation practice at source across kitchens and outlets.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Waste segregation audit checklist
Derived from
PSH-KIT-018 PSH-OPS-013
KPI-STW-13 Food Waste Diverted from Landfill Sustainability Monthly ›

Share of food waste sent to composting, anaerobic digestion or other diversion routes.

Calculation (Diverted food waste weight / Total food waste weight) x 100
Unit %
Direction Higher is better
Green — standard>= 50
Amber — action required30 - 49.9
Red — escalate< 30

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Waste contractor reports; waste weighing log
Derived from
PSH-KIT-018 PSH-OPS-013
KPI-STW-14 Chemical Dilution and COSHH Compliance Safety & Risk Monthly ›

Audit score covering correct dilution, labelling, storage, PPE use and safety data sheet availability.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Chemical audit; COSHH register
Derived from
PSH-SAF-007 PSH-KIT-014
KPI-STW-15 Dishwash Chemical Cost per Cover Financial Control Monthly ›

Warewashing chemical consumption cost divided by covers served.

Calculation Dishwash chemical cost / Covers served
Unit Currency per cover
Direction Lower is better
Green — standard<= 0.08
Amber — action required0.09 - 0.12
Red — escalate> 0.12

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Store issue records; POS covers report
Derived from
PSH-KIT-023 PSH-CON-014
KPI-STW-16 Food Safety Incidents Safety & Risk Monthly ›

Count of reported food safety incidents, including contamination and suspected foodborne illness.

Calculation Count of reported incidents in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required0
Red — escalate> 0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Food safety incident register
Derived from
PSH-KIT-024 PSH-SAF-016
KPI-STW-17 External Food Safety Inspection Rating Quality & Compliance Annually ›

Rating awarded at the most recent inspection by the competent food safety authority.

Calculation Rating awarded, expressed as a share of the maximum
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Chief Steward
Data source Regulatory inspection report
Derived from
PSH-KIT-021 PSH-QA-008
KPI-STW-18 Glass and Sharps Injury Incidents Safety & Risk Monthly ›

Count of injuries caused by glass breakage or sharp implements in stewarding areas.

Calculation Count of injuries in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Incident register
Derived from
PSH-SAF-013 PSH-KIT-023
KPI-STW-19 Stewarding Labour Cost per Cover Financial Control Monthly ›

Stewarding payroll and contracted labour cost divided by covers served.

Calculation Stewarding labour cost / Covers served
Unit Currency per cover
Direction Lower is better
Green — standard<= 1.10
Amber — action required1.11 - 1.60
Red — escalate> 1.60

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Steward
Data source Payroll ledger; POS covers report
Derived from
PSH-KIT-023 PSH-CON-017
KPI-STW-20 Food Handler Training Currency People & Culture Quarterly ›

Share of food handlers current on required food hygiene training and certification.

Calculation (Handlers in date / Food handlers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required92 - 99.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Steward
Data source Learning management system; certification register
Derived from
PSH-KIT-021 PSH-KIT-014

Spa, Wellness & Recreation

20 INDICATORS
Code SPA Accountable Spa Manager SOPs issued — SOPs worked to 14
KPI-SPA-01 Treatment Room Utilisation Productivity Monthly ›

Share of available treatment room hours actually sold.

Calculation (Sold treatment hours / Available treatment room hours) x 100
Unit %
Direction Higher is better
Green — standard>= 55
Amber — action required40 - 54.9
Red — escalate< 40

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Spa booking system
Derived from
PSH-QA-007 PSH-FO-016
KPI-SPA-02 Therapist Utilisation Rate Productivity Weekly ›

Share of rostered therapist hours spent delivering paid treatments.

Calculation (Treatment hours delivered / Rostered therapist hours) x 100
Unit %
Direction Higher is better
Green — standard>= 65
Amber — action required50 - 64.9
Red — escalate< 50

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Spa Manager
Data source Spa booking system; roster
Derived from
PSH-QA-007
KPI-SPA-03 Revenue per Available Treatment Hour Commercial Monthly ›

Total spa revenue divided by available treatment room hours.

Calculation Total spa revenue / Available treatment hours
Unit Currency per hour
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 10% of budget
Red — escalate> 10% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Spa booking system; management accounts
Derived from
PSH-FO-014
KPI-SPA-04 Average Spend per Treatment Commercial Monthly ›

Total spa revenue divided by the number of treatments delivered.

Calculation Total spa revenue / Number of treatments
Unit Currency
Direction Higher is better
Green — standard>= budget
Amber — action requiredwithin 10% of budget
Red — escalate> 10% below budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Spa point of sale report
Derived from
PSH-FO-014
KPI-SPA-05 Retail Attach Rate Commercial Monthly ›

Share of treatments accompanied by a retail product purchase.

Calculation (Treatments with retail sale / Total treatments) x 100
Unit %
Direction Higher is better
Green — standard>= 25
Amber — action required15 - 24.9
Red — escalate< 15

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Spa point of sale item mix
Derived from
PSH-FO-014 PSH-CON-013
KPI-SPA-06 Retail Revenue Share Commercial Monthly ›

Retail product sales as a share of total spa revenue.

Calculation (Retail revenue / Total spa revenue) x 100
Unit %
Direction Higher is better
Green — standard>= 15
Amber — action required10 - 14.9
Red — escalate< 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Spa point of sale report
Derived from
PSH-CON-013
KPI-SPA-07 Hotel Guest Capture Rate Commercial Monthly ›

Share of in-house guests using a paid spa or recreation service.

Calculation (In-house guests with spa transaction / In-house guests) x 100
Unit %
Direction Higher is better
Green — standard>= 12
Amber — action required7 - 11.9
Red — escalate< 7

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Spa booking system; PMS in-house guest count
Derived from
PSH-FO-014 PSH-OPS-009
KPI-SPA-08 Booking Conversion Rate Commercial Monthly ›

Share of spa enquiries converting to a confirmed, honoured booking.

Calculation (Honoured bookings / Enquiries) x 100
Unit %
Direction Higher is better
Green — standard>= 60
Amber — action required45 - 59.9
Red — escalate< 45

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Spa booking system enquiry log
Derived from
PSH-FO-016 PSH-FO-003
KPI-SPA-09 No-Show and Late Cancellation Rate Commercial Monthly ›

Share of confirmed treatments lost to no-show or cancellation inside the policy window.

Calculation (No-shows + late cancellations) / Confirmed bookings x 100
Unit %
Direction Lower is better
Green — standard<= 8
Amber — action required8.1 - 15
Red — escalate> 15

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Spa booking system
Derived from
PSH-FO-020 PSH-FO-021
KPI-SPA-10 Treatment Start On-Time Rate Guest Experience Weekly ›

Share of treatments beginning within five minutes of the booked start time.

Calculation (Treatments started on time / Total treatments) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Spa Manager
Data source Spa booking system timestamps
Derived from
PSH-QA-007 PSH-FO-016
KPI-SPA-11 Spa Guest Satisfaction Score Guest Experience Monthly ›

Average guest rating of the spa and recreation experience across feedback channels.

Calculation Sum of spa ratings / Number of responses
Unit Score /10
Direction Higher is better
Green — standard>= 8.7
Amber — action required8.0 - 8.69
Red — escalate< 8.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Guest feedback platform; spa comment cards
Derived from
PSH-QA-009 PSH-QA-011
KPI-SPA-12 Consultation Form Completion Safety & Risk Weekly ›

Share of treatments preceded by a completed, signed health and contraindication consultation.

Calculation (Treatments with completed consultation / Total treatments) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required98 - 99.9
Red — escalate< 98

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Spa Manager
Data source Spa consultation records
Derived from
PSH-SAF-017 PSH-HR-034
KPI-SPA-13 Facility Cleanliness Audit Score Quality & Compliance Weekly ›

Audit score of treatment rooms, changing areas, wet areas and gym cleanliness.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Spa Manager
Data source Spa facility inspection checklist
Derived from
PSH-HK-003 PSH-QA-007
KPI-SPA-14 Pool and Wet Area Water Quality Compliance Safety & Risk Daily ›

Share of scheduled water chemistry and microbiological tests within the specified limits.

Calculation (Compliant test results / Tests performed) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Spa Manager
Data source Pool water test log; laboratory results
Derived from
PSH-SAF-007 PSH-HK-019
KPI-SPA-15 Chemical Handling Compliance Safety & Risk Monthly ›

Audit score for pool and treatment chemical dilution, storage, labelling and PPE use.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Chemical audit; COSHH register
Derived from
PSH-HK-019 PSH-SAF-007
KPI-SPA-16 Guest Incidents in Spa and Recreation Safety & Risk Monthly ›

Count of guest injuries, slips or adverse treatment reactions recorded in spa and recreation areas.

Calculation Count of recorded incidents in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Incident register
Derived from
PSH-SAF-010 PSH-SEC-004 PSH-SAF-009
KPI-SPA-17 Therapist Certification Currency People & Culture Quarterly ›

Share of therapists holding current professional qualification and insurance for treatments performed.

Calculation (Therapists in date / Total therapists) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Spa Manager
Data source Certification register; HRIS
Derived from
PSH-HR-011 PSH-HR-021
KPI-SPA-18 Retail Stock Shrinkage Financial Control Quarterly ›

Value of unexplained retail stock loss as a share of retail sales.

Calculation (Unexplained stock loss value / Retail sales) x 100
Unit %
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.1 - 2.0
Red — escalate> 2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Spa Manager
Data source Retail stock count; point of sale report
Derived from
PSH-CON-013 PSH-CON-019
KPI-SPA-19 Grooming and Presentation Audit Score People & Culture Weekly ›

Average score of grooming and presentation inspections for spa colleagues.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Spa Manager
Data source Grooming inspection checklist
Derived from
PSH-HR-021
KPI-SPA-20 Guest Complaint Resolution — Spa Guest Experience Monthly ›

Share of spa-related complaints resolved and closed within 24 hours.

Calculation (Complaints closed <= 24h / Spa complaints) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Spa Manager
Data source Guest complaint register
Derived from
PSH-FO-015

Engineering, Maintenance & Utilities

24 INDICATORS
Code ENG Accountable Chief Engineer SOPs issued — SOPs worked to 16
KPI-ENG-01 Preventive Maintenance Completion Rate Quality & Compliance Monthly ›

Share of scheduled preventive maintenance tasks completed within the planned month.

Calculation (PM tasks completed / PM tasks scheduled) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source CMMS preventive maintenance schedule
Derived from
PSH-OPS-011
KPI-ENG-02 Preventive to Reactive Work Ratio Productivity Monthly ›

Planned maintenance hours as a share of total maintenance hours; a rising ratio indicates control.

Calculation (Planned maintenance hours / Total maintenance hours) x 100
Unit %
Direction Higher is better
Green — standard>= 70
Amber — action required55 - 69.9
Red — escalate< 55

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source CMMS labour hours by work order type
Derived from
PSH-OPS-011
KPI-ENG-03 Guest In-Room Response Time Guest Experience Weekly ›

Average elapsed time from a guest-reported room defect to an engineer attending.

Calculation Sum of response times / Number of guest defect calls
Unit Minutes
Direction Lower is better
Green — standard<= 20
Amber — action required21 - 40
Red — escalate> 40

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Chief Engineer
Data source CMMS work order timestamps; guest request system
Derived from
PSH-HK-015 PSH-OPS-011
KPI-ENG-04 Mean Time to Repair — Guest Facing Quality & Compliance Weekly ›

Average elapsed time from raising a guest-facing defect to verified completion.

Calculation Sum of repair times / Number of guest-facing work orders
Unit Hours
Direction Lower is better
Green — standard<= 24
Amber — action required25 - 48
Red — escalate> 48

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Chief Engineer
Data source CMMS work order closure report
Derived from
PSH-HK-015 PSH-OPS-011
KPI-ENG-05 Guest Room Defect Backlog Quality & Compliance Weekly ›

Count of open guest room defects older than the agreed service standard.

Calculation Count of open defects beyond standard age
Unit Count
Direction Lower is better
Green — standard<= 10
Amber — action required11 - 25
Red — escalate> 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Chief Engineer
Data source CMMS open work order report
Derived from
PSH-HK-015
KPI-ENG-06 Critical Plant Uptime Productivity Monthly ›

Share of operating hours during which critical plant — chillers, boilers, generators, lifts — is available.

Calculation (Available plant hours / Scheduled plant hours) x 100
Unit %
Direction Higher is better
Green — standard>= 99
Amber — action required97 - 98.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source Plant log; CMMS downtime records
Derived from
PSH-OPS-011 PSH-SAF-015
KPI-ENG-07 Mean Time Between Failures Productivity Quarterly ›

Average operating hours between unplanned failures on critical plant.

Calculation Total operating hours / Number of unplanned failures
Unit Hours
Direction Higher is better
Green — standard>= 2000
Amber — action required1000 - 1999
Red — escalate< 1000

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Engineer
Data source CMMS failure records; plant run hours
Derived from
PSH-OPS-011
KPI-ENG-08 Out-of-Order Rooms from Maintenance Productivity Monthly ›

Room nights withdrawn from sale for maintenance as a share of available room nights.

Calculation (Maintenance OOO room nights / Room nights available) x 100
Unit %
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.1 - 2.0
Red — escalate> 2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source PMS OOO report with reason code; CMMS
Derived from
PSH-HK-015 PSH-OPS-011
KPI-ENG-09 Energy Consumption per Occupied Room Sustainability Monthly ›

Total site energy consumption divided by occupied rooms.

Calculation Total energy consumed (kWh) / Occupied rooms
Unit kWh per room
Direction Lower is better
Green — standard<= 60
Amber — action required61 - 75
Red — escalate> 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source Utility meters; building management system; PMS
Derived from
PSH-OPS-012 PSH-OPS-013
KPI-ENG-10 Energy Cost per Occupied Room Financial Control Monthly ›

Total energy cost divided by occupied rooms.

Calculation Total energy cost / Occupied rooms
Unit Currency per room
Direction Lower is better
Green — standard<= 8.00
Amber — action required8.01 - 11.00
Red — escalate> 11.00

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source Utility invoices; PMS occupancy
Derived from
PSH-OPS-012
KPI-ENG-11 Water Consumption per Occupied Room Sustainability Monthly ›

Total site water consumption divided by occupied rooms.

Calculation Total water consumed (litres) / Occupied rooms
Unit Litres per room
Direction Lower is better
Green — standard<= 400
Amber — action required401 - 550
Red — escalate> 550

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source Water meters; PMS occupancy
Derived from
PSH-OPS-012 PSH-OPS-013
KPI-ENG-12 Utility Cost as Percentage of Revenue Financial Control Monthly ›

Combined energy, water and waste cost as a share of total revenue.

Calculation (Total utility cost / Total revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 6
Amber — action required6.1 - 8
Red — escalate> 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source General Ledger utility accounts; management accounts
Derived from
PSH-OPS-012
KPI-ENG-13 Carbon Emissions per Occupied Room Sustainability Quarterly ›

Scope 1 and 2 greenhouse gas emissions divided by occupied rooms.

Calculation Total CO2e emissions (kg) / Occupied rooms
Unit kg CO2e per room
Direction Lower is better
Green — standard<= 20
Amber — action required21 - 28
Red — escalate> 28

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Engineer
Data source Utility consumption data; emission factors
Derived from
PSH-OPS-013 PSH-OPS-012
KPI-ENG-14 Statutory Inspection Compliance Safety & Risk Monthly ›

Share of statutory inspections — lifts, boilers, pressure vessels, gas — completed in date with valid certificates.

Calculation (Inspections in date / Inspections required) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source Statutory inspection register; contractor certificates
Derived from
PSH-SAF-015 PSH-SAF-014 PSH-OPS-011
KPI-ENG-15 Fire System Testing Compliance Safety & Risk Monthly ›

Share of scheduled fire detection, alarm and suppression tests completed and logged.

Calculation (Tests completed / Tests due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required96 - 99.9
Red — escalate< 96

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source Fire logbook; contractor service reports
Derived from
PSH-SAF-003 PSH-SAF-004
KPI-ENG-16 Portable Appliance Testing Compliance Safety & Risk Quarterly ›

Share of portable electrical appliances tested and labelled within the required interval.

Calculation (Appliances in test date / Appliances in register) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Engineer
Data source Electrical testing register
Derived from
PSH-SAF-014
KPI-ENG-17 Water Hygiene and Legionella Compliance Safety & Risk Monthly ›

Share of scheduled water temperature checks, flushing and sampling completed and within limits.

Calculation (Compliant checks / Checks required) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source Water hygiene logbook; laboratory sample results
Derived from
PSH-SAF-007 PSH-OPS-012
KPI-ENG-18 Permit to Work Compliance Safety & Risk Monthly ›

Share of hot work, confined space and work-at-height tasks performed under a valid signed permit.

Calculation (Tasks with valid permit / Permit-required tasks) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source Permit to work register
Derived from
PSH-SAF-012 PSH-SAF-020
KPI-ENG-19 Contractor Safety Induction Compliance Safety & Risk Monthly ›

Share of maintenance contractors inducted and briefed before starting work on site.

Calculation (Contractors inducted / Contractors on site) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source Contractor induction register
Derived from
PSH-SAF-020 PSH-SEC-018
KPI-ENG-20 Maintenance Cost per Available Room Financial Control Monthly ›

Total repairs and maintenance expenditure divided by available room nights.

Calculation Total R&M cost / Room nights available
Unit Currency per room
Direction Lower is better
Green — standard<= 5.00
Amber — action required5.01 - 7.50
Red — escalate> 7.50

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source General Ledger R&M accounts; PMS available rooms
Derived from
PSH-CON-017 PSH-OPS-011
KPI-ENG-21 Spare Parts Availability Productivity Monthly ›

Share of work orders completed without delay caused by an unavailable spare part.

Calculation (Work orders not delayed by parts / Total work orders) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Engineer
Data source CMMS delay codes; engineering store records
Derived from
PSH-CON-013 PSH-CON-011
KPI-ENG-22 Capital Project Milestone Delivery Productivity Quarterly ›

Share of approved capital project milestones delivered on schedule and within budget.

Calculation (Milestones delivered on time and on budget / Milestones due) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Engineer
Data source Capital project plan; project cost report
Derived from
PSH-CON-018 PSH-OPS-016
KPI-ENG-23 Equipment Handover and Training Completion Quality & Compliance Quarterly ›

Share of newly installed equipment with completed operator training and documented handover.

Calculation (Assets with completed handover / Assets commissioned) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Engineer
Data source Commissioning file; training records
Derived from
PSH-KIT-020 PSH-LAU-018 PSH-OPS-011
KPI-ENG-24 Deep Cleaning and Plant Room Audit Score Quality & Compliance Quarterly ›

Audit score of plant rooms, ducts, grease extract and back-of-house engineering areas.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Engineer
Data source Engineering area audit checklist
Derived from
PSH-HK-017 PSH-OPS-011

Information Technology

26 INDICATORS
Code IT Accountable IT Manager SOPs issued — SOPs worked to 16
KPI-IT-01 Core System Uptime Quality & Compliance Monthly ›

Share of scheduled operating hours during which the PMS and POS are fully available.

Calculation (Scheduled hours - Downtime hours) / Scheduled hours x 100
Unit %
Direction Higher is better
Green — standard>= 99.5
Amber — action required98.5 - 99.49
Red — escalate< 98.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source System monitoring dashboard; IT incident log
Derived from
PSH-OPS-014
KPI-IT-02 Network Availability Quality & Compliance Monthly ›

Share of time the core network and internet circuits are available end to end.

Calculation (Total minutes - Outage minutes) / Total minutes x 100
Unit %
Direction Higher is better
Green — standard>= 99.9
Amber — action required99.0 - 99.89
Red — escalate< 99.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Network monitoring platform
Derived from
PSH-OPS-014
KPI-IT-03 Guest Wi-Fi Availability Guest Experience Monthly ›

Share of time guest wireless service is available across all guest areas.

Calculation (Total minutes - Outage minutes) / Total minutes x 100
Unit %
Direction Higher is better
Green — standard>= 99.5
Amber — action required98.0 - 99.49
Red — escalate< 98.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Wireless controller reporting; monitoring platform
Derived from
PSH-OPS-014 PSH-FO-016
KPI-IT-04 Guest Wi-Fi Satisfaction Score Guest Experience Monthly ›

Average guest rating of internet connectivity from post-stay feedback.

Calculation Sum of connectivity ratings / Number of responses
Unit Score /10
Direction Higher is better
Green — standard>= 8.5
Amber — action required7.5 - 8.49
Red — escalate< 7.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Guest satisfaction survey platform
Derived from
PSH-QA-009 PSH-OPS-014
KPI-IT-05 Service Desk First-Contact Resolution Productivity Monthly ›

Share of IT tickets resolved at first contact without escalation.

Calculation (Tickets resolved at first contact / Total tickets) x 100
Unit %
Direction Higher is better
Green — standard>= 70
Amber — action required55 - 69.9
Red — escalate< 55

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Service desk ticketing system
Derived from
PSH-OPS-014 PSH-OPS-007
KPI-IT-06 Mean Time to Resolve — Critical Quality & Compliance Monthly ›

Average elapsed time to restore service following a critical system incident.

Calculation Sum of restoration times / Number of critical incidents
Unit Hours
Direction Lower is better
Green — standard<= 4
Amber — action required4.1 - 8
Red — escalate> 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Service desk ticketing; incident log
Derived from
PSH-OPS-014 PSH-OPS-015
KPI-IT-07 Mean Time to Resolve — Standard Productivity Monthly ›

Average elapsed time to close a standard priority IT ticket.

Calculation Sum of resolution times / Number of standard tickets
Unit Hours
Direction Lower is better
Green — standard<= 24
Amber — action required25 - 48
Red — escalate> 48

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Service desk ticketing system
Derived from
PSH-OPS-014
KPI-IT-08 Ticket Backlog Ageing Productivity Weekly ›

Count of open IT tickets older than the agreed service level.

Calculation Count of tickets open beyond SLA age
Unit Count
Direction Lower is better
Green — standard<= 5
Amber — action required6 - 15
Red — escalate> 15

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role IT Manager
Data source Service desk open ticket report
Derived from
PSH-OPS-014
KPI-IT-09 Backup Success Rate Safety & Risk Weekly ›

Share of scheduled backup jobs completing successfully and verified.

Calculation (Successful verified backups / Scheduled backups) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required98 - 99.9
Red — escalate< 98

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role IT Manager
Data source Backup platform reporting
Derived from
PSH-OPS-015 PSH-OPS-014
KPI-IT-10 Backup Restore Test Completion Safety & Risk Quarterly ›

Number of documented restore tests performed to prove backups are recoverable.

Calculation Count of successful restore tests in period
Unit Count
Direction Higher is better
Green — standard>= 1
Amber — action required0
Red — escalate0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role IT Manager
Data source Restore test records
Derived from
PSH-OPS-015
KPI-IT-11 Disaster Recovery Test Completion Safety & Risk Annually ›

Number of full IT disaster recovery exercises completed in the year against the recovery plan.

Calculation Count of completed DR exercises
Unit Count
Direction Higher is better
Green — standard>= 1
Amber — action required0
Red — escalate0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role IT Manager
Data source DR exercise report
Derived from
PSH-OPS-015
KPI-IT-12 Patch Compliance Rate Safety & Risk Monthly ›

Share of servers and endpoints current on critical security patches within the agreed window.

Calculation (Devices patched within window / Devices in scope) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required90 - 97.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Patch management console
Derived from
PSH-OPS-014 PSH-HR-034
KPI-IT-13 Endpoint Protection Coverage Safety & Risk Monthly ›

Share of managed devices running current, reporting endpoint security software.

Calculation (Protected reporting devices / Managed devices) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Endpoint security console; IT asset register
Derived from
PSH-OPS-014
KPI-IT-14 Phishing Simulation Failure Rate Safety & Risk Quarterly ›

Share of colleagues who interact with a simulated phishing message.

Calculation (Users who failed simulation / Users tested) x 100
Unit %
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 12
Red — escalate> 12

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role IT Manager
Data source Security awareness platform
Derived from
PSH-HR-034 PSH-OPS-014
KPI-IT-15 Security Awareness Training Completion People & Culture Quarterly ›

Share of colleagues with system access current on information security training.

Calculation (Colleagues trained / Colleagues with system access) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required90 - 97.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role IT Manager
Data source Learning management system
Derived from
PSH-HR-034 PSH-HR-041
KPI-IT-16 Information Security Incidents Safety & Risk Monthly ›

Count of confirmed information security incidents, including personal data breaches.

Calculation Count of confirmed incidents in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Security incident register; data breach log
Derived from
PSH-HR-034 PSH-HK-024
KPI-IT-17 Access Rights Review Completion Quality & Compliance Quarterly ›

Share of scheduled user access reviews completed across core systems.

Calculation (Reviews completed / Reviews scheduled) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role IT Manager
Data source Identity management records; access review file
Derived from
PSH-CON-016 PSH-HR-041
KPI-IT-18 Leaver Account Deactivation Within 24 Hours Safety & Risk Monthly ›

Share of leavers whose system access is revoked within 24 hours of their last working day.

Calculation (Accounts revoked <= 24h / Leavers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source HRIS leaver report; identity management logs
Derived from
PSH-HR-045 PSH-HR-041 PSH-CON-016
KPI-IT-19 Privileged Account Review Completion Safety & Risk Quarterly ›

Share of privileged and administrator accounts reviewed and justified in the period.

Calculation (Privileged accounts reviewed / Privileged accounts) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role IT Manager
Data source Privileged access register
Derived from
PSH-CON-016 PSH-OPS-014
KPI-IT-20 Payment Card Compliance Status Quality & Compliance Annually ›

Share of in-scope payment card requirements evidenced as compliant at the last assessment.

Calculation (Requirements met / Requirements in scope) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role IT Manager
Data source PCI self-assessment questionnaire; scan reports
Derived from
PSH-FO-013 PSH-CON-003 PSH-HR-034
KPI-IT-21 System Interface Failure Rate Quality & Compliance Weekly ›

Share of scheduled interface transactions between PMS, POS, door locking and accounting that fail.

Calculation (Failed interface transactions / Total transactions) x 100
Unit %
Direction Lower is better
Green — standard<= 0.1
Amber — action required0.11 - 0.5
Red — escalate> 0.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role IT Manager
Data source Interface monitoring log; Night Audit exception report
Derived from
PSH-CON-003 PSH-FO-025 PSH-FO-017
KPI-IT-22 Door Locking System Availability Safety & Risk Monthly ›

Share of time the electronic key and locking system is fully operational.

Calculation (Total hours - Outage hours) / Total hours x 100
Unit %
Direction Higher is better
Green — standard>= 99.9
Amber — action required99.0 - 99.89
Red — escalate< 99.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Locking system logs; IT incident log
Derived from
PSH-FO-017 PSH-SEC-007
KPI-IT-23 Surveillance and Alarm System Availability Safety & Risk Monthly ›

Share of camera-hours and alarm points available and reporting across the estate.

Calculation (Available device-hours / Total device-hours) x 100
Unit %
Direction Higher is better
Green — standard>= 99
Amber — action required96 - 98.9
Red — escalate< 96

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source CCTV and alarm system health reports
Derived from
PSH-SEC-008 PSH-SEC-012 PSH-SEC-014
KPI-IT-24 IT Asset Register Accuracy Quality & Compliance Quarterly ›

Share of sampled IT assets physically present and correctly recorded with owner and location.

Calculation (Assets verified correct / Assets sampled) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role IT Manager
Data source IT asset register; verification sample
Derived from
PSH-CON-018
KPI-IT-25 IT Cost as Percentage of Revenue Financial Control Monthly ›

Total IT operating expenditure as a share of total revenue.

Calculation (Total IT operating cost / Total revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 3.0
Amber — action required3.1 - 4.5
Red — escalate> 4.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source General Ledger IT accounts; management accounts
Derived from
PSH-CON-017 PSH-OPS-014
KPI-IT-26 Report Automation Delivery Rate Productivity Monthly ›

Share of scheduled system-generated operational reports delivered on time without manual intervention.

Calculation (Automated reports delivered on time / Reports scheduled) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required90 - 97.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role IT Manager
Data source Report scheduler logs
Derived from
PSH-FO-029 PSH-HR-048 PSH-OPS-017

Procurement, Receiving, Stores & Logistics

23 INDICATORS
Code SCM Accountable Procurement / Materials Manager SOPs issued — SOPs worked to 22
KPI-SCM-01 Purchase Order Cycle Time Productivity Weekly ›

Average elapsed time from approved requisition to purchase order issued to supplier.

Calculation Sum of cycle times / Number of purchase orders
Unit Days
Direction Lower is better
Green — standard<= 2
Amber — action required2.1 - 4
Red — escalate> 4

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Procurement / Materials Manager
Data source Procurement system requisition-to-PO log
Derived from
PSH-CON-010 PSH-CON-011
KPI-SCM-02 Purchase Order Compliance Financial Control Monthly ›

Share of purchase value committed under an approved purchase order raised before the order was placed.

Calculation (Value with prior approved PO / Total purchase value) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Procurement system; Accounts Payable ledger
Derived from
PSH-CON-010
KPI-SCM-03 Off-Contract Purchase Rate Financial Control Monthly ›

Share of purchase value bought outside contracted suppliers or agreed catalogues.

Calculation (Off-contract purchase value / Total purchase value) x 100
Unit %
Direction Lower is better
Green — standard<= 10
Amber — action required10.1 - 20
Red — escalate> 20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Procurement system; contract register
Derived from
PSH-CON-010 PSH-OPS-016
KPI-SCM-04 Contracted Supplier Spend Share Financial Control Quarterly ›

Share of total purchase value placed with formally contracted, approved suppliers.

Calculation (Contracted supplier spend / Total spend) x 100
Unit %
Direction Higher is better
Green — standard>= 85
Amber — action required70 - 84.9
Red — escalate< 70

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Procurement / Materials Manager
Data source Procurement system; approved supplier list
Derived from
PSH-CON-010 PSH-OPS-016
KPI-SCM-05 Procurement Savings Realised Financial Control Quarterly ›

Verified savings delivered against the agreed annual savings target.

Calculation (Savings realised / Savings target) x 100
Unit %
Direction Higher is better
Green — standard>= 100
Amber — action required80 - 99.9
Red — escalate< 80

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Procurement / Materials Manager
Data source Savings tracker validated by Finance
Derived from
PSH-CON-010 PSH-CON-014
KPI-SCM-06 Price Variance vs Contracted Price Financial Control Monthly ›

Deviation of invoiced unit prices from the contracted price schedule.

Calculation (Invoiced price - Contracted price) / Contracted price x 100
Unit %
Direction Lower is better
Green — standard<= 1
Amber — action required1.1 - 3
Red — escalate> 3

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Invoice price audit; contract price schedule
Derived from
PSH-CON-010 PSH-CON-012
KPI-SCM-07 Supplier On-Time Delivery Rate Quality & Compliance Monthly ›

Share of purchase order lines delivered on or before the confirmed delivery date.

Calculation (Lines delivered on time / Total order lines) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Goods Received Note register; PO delivery dates
Derived from
PSH-CON-012 PSH-OPS-016
KPI-SCM-08 Supplier Order Fill Rate Quality & Compliance Monthly ›

Share of ordered quantity actually delivered on the first delivery attempt.

Calculation (Quantity delivered in full / Quantity ordered) x 100
Unit %
Direction Higher is better
Green — standard>= 96
Amber — action required90 - 95.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Goods Received Note register
Derived from
PSH-CON-012
KPI-SCM-09 Goods Receiving Rejection Rate Quality & Compliance Monthly ›

Share of deliveries wholly or partly rejected at receiving for quality, temperature, weight or specification failure.

Calculation (Rejected deliveries / Total deliveries) x 100
Unit %
Direction Lower is better
Green — standard<= 2
Amber — action required2.1 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Receiving log; rejection note register
Derived from
PSH-CON-012 PSH-KIT-003
KPI-SCM-10 Goods Received Note Same-Day Raising Quality & Compliance Weekly ›

Share of deliveries with a signed goods received note raised on the day of receipt.

Calculation (GRNs raised same day / Deliveries received) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Procurement / Materials Manager
Data source GRN register with timestamps
Derived from
PSH-CON-012
KPI-SCM-11 Three-Way Match Rate Financial Control Monthly ›

Share of supplier invoices matched to an approved purchase order and a signed goods received note before payment.

Calculation (Invoices with full three-way match / Total invoices) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Accounts Payable ledger; GRN register
Derived from
PSH-CON-012 PSH-CON-010
KPI-SCM-12 Invoice Query Rate Productivity Monthly ›

Share of supplier invoices held for query on price, quantity or documentation.

Calculation (Queried invoices / Total invoices) x 100
Unit %
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 10
Red — escalate> 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Accounts Payable exception report
Derived from
PSH-CON-012 PSH-CON-010
KPI-SCM-13 Stock Count Variance Financial Control Monthly ›

Absolute value variance between physical count and book stock as a share of closing stock value.

Calculation (Absolute count variance value / Closing stock value) x 100
Unit %
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.1 - 2.0
Red — escalate> 2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Physical count sheets; stock ledger
Derived from
PSH-CON-019 PSH-CON-013
KPI-SCM-14 Days of Inventory on Hand Financial Control Monthly ›

Average number of days of consumption held in stock across all store categories.

Calculation (Average inventory value / Cost of goods consumed) x days in period
Unit Days
Direction Lower is better
Green — standard<= 21
Amber — action required22 - 35
Red — escalate> 35

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Stock ledger; consumption report
Derived from
PSH-CON-013 PSH-KIT-017
KPI-SCM-15 Slow-Moving and Obsolete Stock Value Financial Control Quarterly ›

Value of stock with no movement beyond the defined ageing threshold, as a share of total stock.

Calculation (Slow-moving and obsolete stock value / Total stock value) x 100
Unit %
Direction Lower is better
Green — standard<= 3
Amber — action required3.1 - 6
Red — escalate> 6

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Procurement / Materials Manager
Data source Stock ageing report
Derived from
PSH-CON-013 PSH-KIT-004
KPI-SCM-16 Critical Item Stock-Out Incidents Productivity Weekly ›

Count of occasions a designated critical item is unavailable when requisitioned.

Calculation Count of stock-out incidents in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 3
Red — escalate> 3

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Procurement / Materials Manager
Data source Store requisition rejection log; stock ledger
Derived from
PSH-CON-011 PSH-CON-013
KPI-SCM-17 Store Requisition Approval Compliance Financial Control Weekly ›

Share of store issues supported by an approved requisition at the correct authority level.

Calculation (Approved requisitions / Total store issues) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Procurement / Materials Manager
Data source Store issue register; requisition file
Derived from
PSH-CON-011
KPI-SCM-18 Store Hygiene and Storage Audit Score Quality & Compliance Monthly ›

Audit score covering segregation, labelling, temperature, rotation and cleanliness across all stores.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Store audit checklist
Derived from
PSH-KIT-004 PSH-KIT-005 PSH-KIT-016 PSH-KIT-017
KPI-SCM-19 Supplier Due Diligence Completion Quality & Compliance Quarterly ›

Share of active suppliers with complete due diligence covering food safety, insurance, licences and ethical labour.

Calculation (Suppliers with complete due diligence / Active suppliers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Procurement / Materials Manager
Data source Supplier due diligence file; approved supplier list
Derived from
PSH-OPS-016 PSH-HR-037 PSH-SEC-018
KPI-SCM-20 Supplier Certification Currency Quality & Compliance Monthly ›

Share of suppliers whose mandatory certificates remain in date on the register.

Calculation (Suppliers with in-date certificates / Active suppliers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required92 - 99.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Supplier certificate register with expiry dates
Derived from
PSH-OPS-016 PSH-KIT-003
KPI-SCM-21 Sustainable and Local Sourcing Share Sustainability Quarterly ›

Share of purchase value sourced from certified sustainable or defined local suppliers.

Calculation (Sustainable and local spend / Total spend) x 100
Unit %
Direction Higher is better
Green — standard>= 30
Amber — action required20 - 29.9
Red — escalate< 20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Procurement / Materials Manager
Data source Procurement system supplier classification
Derived from
PSH-OPS-013
KPI-SCM-22 Asset Tagging and Register Accuracy Quality & Compliance Quarterly ›

Share of sampled capitalised assets physically present, tagged and correctly recorded.

Calculation (Assets verified correct / Assets sampled) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Procurement / Materials Manager
Data source Fixed asset register; verification sheets
Derived from
PSH-CON-018
KPI-SCM-23 Store Labour Cost per Requisition Line Productivity Monthly ›

Stores payroll cost divided by the number of requisition lines issued.

Calculation Stores labour cost / Requisition lines issued
Unit Currency per line
Direction Lower is better
Green — standard<= 1.20
Amber — action required1.21 - 1.80
Red — escalate> 1.80

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Procurement / Materials Manager
Data source Payroll ledger; store issue register
Derived from
PSH-CON-011 PSH-CON-017

Finance, Accounting & Audit

24 INDICATORS
Code FIN Accountable Director of Finance SOPs issued — SOPs worked to 23
KPI-FIN-01 Month-End Close Cycle Time Productivity Monthly ›

Number of working days from period end to a signed-off set of management accounts.

Calculation Working days from period end to sign-off
Unit Days
Direction Lower is better
Green — standard<= 5
Amber — action required6 - 8
Red — escalate> 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Close checklist; management accounts sign-off
Derived from
PSH-CON-022 PSH-CON-020
KPI-FIN-02 Financial Report Submission Timeliness Quality & Compliance Monthly ›

Share of statutory and corporate financial submissions filed by their deadline.

Calculation (Submissions on time / Submissions due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Reporting calendar; submission confirmations
Derived from
PSH-CON-022
KPI-FIN-03 Balance Sheet Reconciliation Completion Quality & Compliance Monthly ›

Share of balance sheet accounts reconciled and reviewed within the close timetable.

Calculation (Accounts reconciled and reviewed / Accounts requiring reconciliation) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required92 - 99.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Reconciliation file; General Ledger
Derived from
PSH-CON-016 PSH-CON-015
KPI-FIN-04 Unreconciled Items Ageing Financial Control Monthly ›

Value of reconciling items outstanding beyond 60 days.

Calculation Sum of reconciling item value aged over 60 days
Unit Currency
Direction Lower is better
Green — standard0
Amber — action required1 - 5000
Red — escalate> 5000

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Reconciliation working papers
Derived from
PSH-CON-016 PSH-CON-004
KPI-FIN-05 Days Sales Outstanding Financial Control Monthly ›

Average number of days to collect trade receivables.

Calculation (Trade receivables / Credit revenue) x days in period
Unit Days
Direction Lower is better
Green — standard<= 35
Amber — action required36 - 50
Red — escalate> 50

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Accounts Receivable ageing; revenue report
Derived from
PSH-CON-005 PSH-FO-012
KPI-FIN-06 Receivables Over 90 Days Financial Control Monthly ›

Share of the receivables ledger aged beyond 90 days.

Calculation (Receivables > 90 days / Total receivables) x 100
Unit %
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 10
Red — escalate> 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Accounts Receivable ageing report
Derived from
PSH-CON-005 PSH-FO-012
KPI-FIN-07 Bad Debt Write-Off Ratio Financial Control Quarterly ›

Value of receivables written off as a share of total revenue.

Calculation (Bad debt written off / Total revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 0.2
Amber — action required0.21 - 0.5
Red — escalate> 0.5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Finance
Data source Write-off register; General Ledger
Derived from
PSH-CON-005 PSH-CON-021
KPI-FIN-08 Days Payable Outstanding Financial Control Monthly ›

Average number of days taken to settle supplier invoices.

Calculation (Trade payables / Cost of purchases) x days in period
Unit Days
Direction On target
Green — standard30 - 45
Amber — action required46 - 60
Red — escalate> 60 or < 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Accounts Payable ledger; purchase ledger
Derived from
PSH-CON-010 PSH-CON-012
KPI-FIN-09 Supplier Invoice Processing Time Productivity Monthly ›

Average elapsed time from invoice receipt to posting and approval for payment.

Calculation Sum of processing times / Number of invoices
Unit Days
Direction Lower is better
Green — standard<= 5
Amber — action required6 - 10
Red — escalate> 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Accounts Payable workflow log
Derived from
PSH-CON-012 PSH-CON-010
KPI-FIN-10 Early Payment Discount Capture Financial Control Quarterly ›

Share of available early settlement discounts actually taken.

Calculation (Discounts captured value / Discounts available value) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required70 - 89.9
Red — escalate< 70

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Finance
Data source Accounts Payable ledger; supplier terms
Derived from
PSH-CON-010
KPI-FIN-11 Cash Flow Forecast Accuracy Financial Control Monthly ›

Absolute deviation of the thirteen-week cash forecast from actual closing cash.

Calculation Absolute (Forecast closing cash - Actual closing cash) / Actual closing cash x 100
Unit %
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 10
Red — escalate> 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Cash flow forecast; bank statements
Derived from
PSH-CON-002 PSH-CON-004
KPI-FIN-12 Bank Reconciliation Timeliness Quality & Compliance Monthly ›

Share of bank accounts reconciled within five working days of period end.

Calculation (Accounts reconciled on time / Bank accounts) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Bank reconciliation file
Derived from
PSH-CON-002 PSH-CON-004
KPI-FIN-13 Payroll Cost Accuracy Quality & Compliance Monthly ›

Share of payroll value processed without a subsequent correction or off-cycle adjustment.

Calculation (Payroll value without correction / Total payroll value) x 100
Unit %
Direction Higher is better
Green — standard>= 99.5
Amber — action required98.0 - 99.49
Red — escalate< 98.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Payroll system correction log
Derived from
PSH-HR-024
KPI-FIN-14 Statutory Filing Compliance Quality & Compliance Monthly ›

Share of tax, VAT, payroll and regulatory returns filed complete and on time.

Calculation (Returns filed on time / Returns due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Tax filing calendar; filing receipts
Derived from
PSH-CON-022
KPI-FIN-15 Tax Penalties and Interest Incurred Financial Control Quarterly ›

Value of penalties or interest charged for late or incorrect statutory filings.

Calculation Sum of penalties and interest charged
Unit Currency
Direction Lower is better
Green — standard0
Amber — action required1 - 1000
Red — escalate> 1000

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Finance
Data source General Ledger penalty accounts; tax correspondence
Derived from
PSH-CON-022
KPI-FIN-16 Operating Expense Variance vs Budget Financial Control Monthly ›

Deviation of total actual operating expenditure from the approved budget.

Calculation (Actual opex - Budget opex) / Budget opex x 100
Unit %
Direction On target
Green — standard-3 to +3
Amber — action required+3.1 to +6
Red — escalate> +6

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Management accounts; approved budget
Derived from
PSH-CON-017 PSH-CON-020
KPI-FIN-17 Capital Expenditure vs Approved Budget Financial Control Quarterly ›

Actual capital spend measured against the approved capital budget for the period.

Calculation (Actual capex - Approved capex) / Approved capex x 100
Unit %
Direction On target
Green — standard-5 to +2
Amber — action required+2.1 to +8
Red — escalate> +8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Finance
Data source Capex register; approved capital budget
Derived from
PSH-CON-018
KPI-FIN-18 Delegation of Authority Compliance Quality & Compliance Quarterly ›

Share of sampled commitments and payments approved at the correct authority level.

Calculation (Correctly approved transactions / Transactions sampled) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Finance
Data source Approval audit sample; Delegation of Authority matrix
Derived from
PSH-CON-007 PSH-CON-010 PSH-CON-016
KPI-FIN-19 Income Audit Exception Closure Rate Quality & Compliance Weekly ›

Share of daily income audit exceptions investigated and cleared within 48 hours.

Calculation (Exceptions cleared <= 48h / Exceptions raised) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Director of Finance
Data source Income Audit exception register
Derived from
PSH-CON-001 PSH-CON-005 PSH-CON-016
KPI-FIN-20 Internal Audit Findings Closed On Time Quality & Compliance Quarterly ›

Share of internal audit findings closed by their agreed due date.

Calculation (Findings closed by due date / Findings raised) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Director of Finance
Data source Internal audit findings register
Derived from
PSH-QA-016 PSH-QA-008
KPI-FIN-21 External Audit Adjustments Quality & Compliance Annually ›

Number of material audit adjustments raised by the external auditor at year end.

Calculation Count of material adjustments
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Director of Finance
Data source External audit management letter
Derived from
PSH-CON-016 PSH-QA-016
KPI-FIN-22 Gross Operating Profit Margin Financial Control Monthly ›

Gross operating profit as a share of total revenue at property level.

Calculation (Gross operating profit / Total revenue) x 100
Unit %
Direction Higher is better
Green — standard>= 35
Amber — action required30 - 34.9
Red — escalate< 30

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Management accounts
Derived from
PSH-CON-014 PSH-CON-017 PSH-CON-022
KPI-FIN-23 Flow-Through Ratio Financial Control Monthly ›

Share of incremental revenue converted into incremental gross operating profit.

Calculation (Change in GOP / Change in revenue) x 100
Unit %
Direction Higher is better
Green — standard>= 50
Amber — action required35 - 49.9
Red — escalate< 35

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Director of Finance
Data source Management accounts; prior period comparison
Derived from
PSH-CON-014 PSH-CON-017
KPI-FIN-24 Finance Team Certification Currency People & Culture Annually ›

Share of finance colleagues current on required professional certification and continuing development.

Calculation (Colleagues in date / Colleagues in scope) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Director of Finance
Data source HRIS certification register; CPD records
Derived from
PSH-HR-010 PSH-HR-012

Control / Internal Control / Cost Control

28 INDICATORS
Code CON Accountable Financial Controller SOPs issued 22 SOPs worked to 22
KPI-CON-01 Daily Revenue Report Timeliness Quality & Compliance Daily ›

Share of business days on which the daily revenue report is issued by the published cut-off.

Calculation (Reports issued on time / Reports due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Financial Controller
Data source Income Audit report distribution log
Derived from
PSH-CON-001 PSH-CON-022
KPI-CON-02 Revenue Posting Accuracy Financial Control Daily ›

Share of revenue transactions posted to the correct outlet, revenue centre and date without adjustment.

Calculation (Correct postings / Total postings) x 100
Unit %
Direction Higher is better
Green — standard>= 99.9
Amber — action required99.0 - 99.89
Red — escalate< 99.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Financial Controller
Data source Income Audit exception report; PMS/POS interface log
Derived from
PSH-CON-005 PSH-CON-016
KPI-CON-03 POS Reconciliation Variance Financial Control Daily ›

Absolute unreconciled difference between POS settlement and cash, card and folio postings, as a share of gross sales.

Calculation (Absolute unreconciled variance / Gross POS sales) x 100
Unit %
Direction Lower is better
Green — standard<= 0.10
Amber — action required0.11 - 0.30
Red — escalate> 0.30

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Financial Controller
Data source POS settlement report; Income Audit reconciliation
Derived from
PSH-CON-003
KPI-CON-04 Cash Over / Short Financial Control Per shift ›

Absolute cash overage or shortage per shift as a share of cash takings.

Calculation (Absolute cash over/short / Cash takings) x 100
Unit %
Direction Lower is better
Green — standard<= 0.05
Amber — action required0.06 - 0.15
Red — escalate> 0.15

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Per shift
Accountable role Financial Controller
Data source Cashier drop sheet; General Cashier report
Derived from
PSH-CON-002
KPI-CON-05 Unbanked Cash Ageing Financial Control Daily ›

Number of days that cash takings remain unbanked beyond the policy deadline.

Calculation Maximum days between takings date and banking date
Unit Days
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Daily
Accountable role Financial Controller
Data source General Cashier banking log; bank statement
Derived from
PSH-CON-002
KPI-CON-06 Bank Transfer Verification Turnaround Financial Control Weekly ›

Average elapsed time from a claimed bank transfer to verified receipt in the hotel bank account.

Calculation Sum of verification times / Number of claimed transfers
Unit Hours
Direction Lower is better
Green — standard<= 24
Amber — action required25 - 48
Red — escalate> 48

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Financial Controller
Data source Bank transfer verification log; bank portal
Derived from
PSH-CON-004
KPI-CON-07 Unverified Transfers Outstanding Financial Control Weekly ›

Count of claimed bank transfers older than the policy limit that remain unverified.

Calculation Count of unverified transfers beyond policy age
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Financial Controller
Data source Bank transfer verification log; Accounts Receivable ageing
Derived from
PSH-CON-004
KPI-CON-08 Complimentary Room Nights Ratio Financial Control Monthly ›

Complimentary room nights as a share of total room nights, with approval evidence.

Calculation (Complimentary room nights / Total room nights) x 100
Unit %
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.1 - 2.0
Red — escalate> 2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source PMS complimentary report; approval register
Derived from
PSH-CON-006
KPI-CON-09 Rate Override Approval Compliance Financial Control Weekly ›

Share of discounts and rate overrides supported by approval at the correct authority level.

Calculation (Approved overrides / Total overrides) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Financial Controller
Data source PMS rate override report; Delegation of Authority matrix
Derived from
PSH-CON-007
KPI-CON-10 Void & Refund Rate Financial Control Weekly ›

Value of voids, refunds and cancellations as a share of gross revenue.

Calculation (Void + refund + cancellation value / Gross revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.1 - 2.0
Red — escalate> 2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Financial Controller
Data source POS and PMS void/refund reports
Derived from
PSH-CON-008
KPI-CON-11 Void & Refund Authorisation Compliance Financial Control Weekly ›

Share of voids and refunds carrying documented authorisation at the required level.

Calculation (Authorised voids and refunds / Total voids and refunds) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Financial Controller
Data source Void authorisation log; Delegation of Authority matrix
Derived from
PSH-CON-008 PSH-CON-016
KPI-CON-12 Petty Cash Reconciliation Compliance Financial Control Monthly ›

Share of petty cash floats reconciled and replenished within the policy cycle with full supporting vouchers.

Calculation (Compliant reconciliations / Reconciliations due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Petty cash register; voucher file
Derived from
PSH-CON-009
KPI-CON-13 Purchase Order Compliance Financial Control Monthly ›

Share of purchase invoice value supported by an approved purchase order raised before commitment.

Calculation (Invoice value with prior approved PO / Total invoice value) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Procurement system; Accounts Payable ledger
Derived from
PSH-CON-010
KPI-CON-14 Store Requisition Approval Compliance Financial Control Weekly ›

Share of store issues supported by an approved requisition at the correct authority level.

Calculation (Approved requisitions / Total store issues) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Financial Controller
Data source Store issue register; requisition file
Derived from
PSH-CON-011
KPI-CON-15 Three-Way Match Rate Financial Control Monthly ›

Share of supplier invoices matched to an approved purchase order and a signed goods received note before payment.

Calculation (Invoices with full three-way match / Total invoices) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Accounts Payable ledger; GRN register
Derived from
PSH-CON-012 PSH-CON-010
KPI-CON-16 Inventory Turnover — Food Financial Control Monthly ›

Number of times food inventory is consumed and replaced in the period, annualised.

Calculation Cost of food consumed / Average food inventory value
Unit Times per year
Direction Higher is better
Green — standard>= 24
Amber — action required18 - 23.9
Red — escalate< 18

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Stock ledger; cost control report
Derived from
PSH-CON-013 PSH-KIT-017
KPI-CON-17 Inventory Turnover — Beverage Financial Control Monthly ›

Number of times beverage inventory is consumed and replaced in the period, annualised.

Calculation Cost of beverage consumed / Average beverage inventory value
Unit Times per year
Direction Higher is better
Green — standard>= 8
Amber — action required5 - 7.9
Red — escalate< 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Stock ledger; cost control report
Derived from
PSH-CON-013
KPI-CON-18 Stock Count Variance Financial Control Monthly ›

Absolute value variance between physical count and book stock, as a share of closing stock value.

Calculation (Absolute count variance value / Closing stock value) x 100
Unit %
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.1 - 2.0
Red — escalate> 2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Physical stock count sheets; stock ledger
Derived from
PSH-CON-019
KPI-CON-19 Stock Count Schedule Adherence Quality & Compliance Monthly ›

Share of scheduled physical counts completed on the planned date with independent witness.

Calculation (Counts completed on schedule / Counts scheduled) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Stock count calendar; count sign-off sheets
Derived from
PSH-CON-019
KPI-CON-20 Departmental Expense Variance vs Budget Financial Control Monthly ›

Deviation of actual departmental expense from budget for the period.

Calculation (Actual expense - Budget expense) / Budget expense x 100
Unit %
Direction On target
Green — standard-3 to +3
Amber — action required+3.1 to +6
Red — escalate> +6

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source General Ledger; approved budget
Derived from
PSH-CON-017 PSH-CON-020
KPI-CON-21 Combined Cost of Sales Percentage Financial Control Monthly ›

Total food and beverage cost of sales as a share of combined F&B revenue.

Calculation (F&B cost of sales / F&B revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 30
Amber — action required30.1 - 33
Red — escalate> 33

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Cost control report; POS revenue
Derived from
PSH-CON-014
KPI-CON-22 Fixed Asset Verification Coverage Quality & Compliance Quarterly ›

Share of the capitalised asset register physically verified and tagged in the rolling annual programme.

Calculation (Assets verified / Assets on register) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Financial Controller
Data source Fixed asset register; asset verification sheets
Derived from
PSH-CON-018
KPI-CON-23 Asset Disposal Approval Compliance Financial Control Quarterly ›

Share of asset disposals supported by approval at the required authority level and removed from the register.

Calculation (Compliant disposals / Total disposals) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Financial Controller
Data source Asset disposal file; Delegation of Authority matrix
Derived from
PSH-CON-018
KPI-CON-24 Audit Trail Completeness Quality & Compliance Monthly ›

Share of system exceptions and overrides carrying a documented, reviewed explanation.

Calculation (Exceptions with documented explanation / Total exceptions) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source PMS/POS audit trail; Income Audit exception file
Derived from
PSH-CON-016
KPI-CON-25 Fraud Incidents Detected and Investigated Safety & Risk Monthly ›

Count of suspected fraud events raised, with the share formally investigated and closed.

Calculation Count raised in period; (Investigated and closed / Raised) x 100
Unit Count / %
Direction Lower is better
Green — standard0 raised; 100% closed
Amber — action required1-2 raised; >= 90% closed
Red — escalate> 2 raised or < 90% closed

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Fraud register; internal audit file
Derived from
PSH-CON-021
KPI-CON-26 Variance Explanation Rate Quality & Compliance Monthly ›

Share of budget variances above the reporting threshold accompanied by a written explanation and action.

Calculation (Variances explained / Variances above threshold) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Monthly variance report pack
Derived from
PSH-CON-020
KPI-CON-27 Management Report Issue Timeliness Quality & Compliance Monthly ›

Share of monthly management report packs issued by the corporate reporting deadline.

Calculation (Packs issued on time / Packs due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source Corporate reporting calendar; distribution log
Derived from
PSH-CON-022
KPI-CON-28 Room Revenue Reconciliation Exceptions Financial Control Monthly ›

Count of unresolved differences between PMS room revenue and General Ledger room revenue.

Calculation Count of unresolved reconciling items at period close
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 3
Red — escalate> 3

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Financial Controller
Data source PMS revenue report; General Ledger reconciliation
Derived from
PSH-CON-015 PSH-CON-005

Human Resources, Learning & Administration

50 INDICATORS
Code HRA Accountable Human Resources Manager SOPs issued 48 SOPs worked to 48
KPI-HRA-01 Time to Fill People & Culture Monthly ›

Average calendar days from approved requisition to accepted offer.

Calculation Sum of days to fill / Number of positions filled
Unit Days
Direction Lower is better
Green — standard<= 45
Amber — action required46 - 60
Red — escalate> 60

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Applicant tracking system; HRIS
Derived from
PSH-HR-002 PSH-HR-003
KPI-HRA-02 Cost per Hire People & Culture Quarterly ›

Total recruitment cost divided by the number of hires in the period.

Calculation Total recruitment cost / Number of hires
Unit Currency
Direction Lower is better
Green — standard<= 800
Amber — action required801 - 1200
Red — escalate> 1200

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Recruitment cost ledger; HRIS hire count
Derived from
PSH-HR-002
KPI-HRA-03 Offer Acceptance Rate People & Culture Quarterly ›

Share of formal offers accepted by candidates.

Calculation (Offers accepted / Offers made) x 100
Unit %
Direction Higher is better
Green — standard>= 85
Amber — action required70 - 84.9
Red — escalate< 70

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Applicant tracking system
Derived from
PSH-HR-003
KPI-HRA-04 Pre-Employment Check Compliance Quality & Compliance Monthly ›

Share of new hires with all right-to-work, reference and background checks completed before start date.

Calculation (Hires fully checked before start / Total hires) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Personnel files; HRIS compliance report
Derived from
PSH-HR-004 PSH-HR-038
KPI-HRA-05 Contract Issued Before Start Date Quality & Compliance Monthly ›

Share of new hires with a signed employment contract on file before their first working day.

Calculation (Contracts signed before start / Total hires) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Personnel files; HRIS
Derived from
PSH-HR-005
KPI-HRA-06 Induction Completion Within 30 Days People & Culture Monthly ›

Share of new hires completing corporate and departmental induction inside 30 days of joining.

Calculation (Inductions completed <= 30 days / New hires) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Learning management system; induction register
Derived from
PSH-HR-006
KPI-HRA-07 90-Day New Hire Retention People & Culture Quarterly ›

Share of new hires still employed 90 days after their start date.

Calculation (Hires still employed at day 90 / Hires reaching day 90) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required80 - 89.9
Red — escalate< 80

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source HRIS starter and leaver report
Derived from
PSH-HR-006 PSH-HR-045
KPI-HRA-08 Voluntary Turnover Rate People & Culture Monthly ›

Annualised share of colleagues resigning voluntarily.

Calculation (Voluntary leavers / Average headcount) x 100, annualised
Unit %
Direction Lower is better
Green — standard<= 25
Amber — action required25.1 - 35
Red — escalate> 35

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source HRIS leaver report
Derived from
PSH-HR-045
KPI-HRA-09 Total Turnover Rate People & Culture Monthly ›

Annualised share of colleagues leaving for any reason.

Calculation (Total leavers / Average headcount) x 100, annualised
Unit %
Direction Lower is better
Green — standard<= 35
Amber — action required35.1 - 50
Red — escalate> 50

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source HRIS leaver report
Derived from
PSH-HR-045 PSH-HR-046
KPI-HRA-10 Exit Interview Completion Rate People & Culture Quarterly ›

Share of leavers completing a structured exit interview.

Calculation (Exit interviews completed / Leavers) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Exit interview records; HRIS
Derived from
PSH-HR-045
KPI-HRA-11 Absenteeism Rate People & Culture Monthly ›

Unplanned absence days as a share of scheduled working days.

Calculation (Unplanned absence days / Scheduled working days) x 100
Unit %
Direction Lower is better
Green — standard<= 3
Amber — action required3.1 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Time and attendance system; HRIS
Derived from
PSH-HR-023
KPI-HRA-12 Accrued Leave Liability Financial Control Quarterly ›

Total value of untaken accrued annual leave carried on the balance sheet.

Calculation Sum of accrued leave days x average daily cost
Unit Currency
Direction Lower is better
Green — standard<= budget
Amber — action required1 - 15% over budget
Red — escalate> 15% over budget

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source HRIS leave balances; payroll rates
Derived from
PSH-HR-023
KPI-HRA-13 Training Hours per Employee People & Culture Quarterly ›

Average recorded training hours per colleague over the rolling year.

Calculation Total training hours delivered / Average headcount
Unit Hours
Direction Higher is better
Green — standard>= 40
Amber — action required25 - 39.9
Red — escalate< 25

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Learning management system
Derived from
PSH-HR-009
KPI-HRA-14 Mandatory Training Compliance Quality & Compliance Monthly ›

Share of colleagues current on all mandatory training assigned to their role.

Calculation (Colleagues fully compliant / Colleagues in scope) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required92 - 99.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Learning management system; training matrix
Derived from
PSH-HR-010 PSH-HR-009
KPI-HRA-15 Training Record Audit Accuracy Quality & Compliance Quarterly ›

Share of sampled training records that are complete, dated and correctly evidenced.

Calculation (Accurate records / Records sampled) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Training record audit sample
Derived from
PSH-HR-010
KPI-HRA-16 Service Culture Training Completion People & Culture Quarterly ›

Share of guest-facing colleagues who have completed the service culture and standards programme.

Calculation (Colleagues completed / Guest-facing colleagues) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Learning management system
Derived from
PSH-HR-011 PSH-HR-043
KPI-HRA-17 Supervisory Certification Currency Quality & Compliance Quarterly ›

Share of duty managers and supervisors holding a current internal certification.

Calculation (Certified in date / Supervisory population) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required92 - 99.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Certification register; HRIS
Derived from
PSH-HR-012 PSH-OPS-001
KPI-HRA-18 Internal Promotion Rate People & Culture Quarterly ›

Share of vacancies filled by internal candidates.

Calculation (Vacancies filled internally / Total vacancies filled) x 100
Unit %
Direction Higher is better
Green — standard>= 30
Amber — action required20 - 29.9
Red — escalate< 20

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Applicant tracking system; HRIS
Derived from
PSH-HR-015 PSH-HR-016
KPI-HRA-19 Succession Cover for Critical Roles People & Culture Annually ›

Average number of identified ready-now or ready-soon successors per critical role.

Calculation Total identified successors / Number of critical roles
Unit Ratio
Direction Higher is better
Green — standard>= 2.0
Amber — action required1.0 - 1.9
Red — escalate< 1.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source Succession plan; talent review file
Derived from
PSH-HR-016
KPI-HRA-20 Employee Engagement Score People & Culture Annually ›

Overall favourable score from the periodic employee engagement survey.

Calculation (Favourable responses / Total responses) x 100
Unit %
Direction Higher is better
Green — standard>= 75
Amber — action required65 - 74.9
Red — escalate< 65

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source Employee engagement survey platform
Derived from
PSH-HR-028 PSH-HR-043
KPI-HRA-21 Employee Net Promoter Score People & Culture Annually ›

Share of colleague promoters less detractors on likelihood to recommend the company as an employer.

Calculation % Promoters - % Detractors
Unit eNPS
Direction Higher is better
Green — standard>= 30
Amber — action required10 - 29
Red — escalate< 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source Employee engagement survey platform
Derived from
PSH-HR-028
KPI-HRA-22 Grievances per 100 Employees People & Culture Quarterly ›

Volume of formal grievances raised, normalised to headcount.

Calculation (Formal grievances / Average headcount) x 100
Unit Ratio
Direction Lower is better
Green — standard<= 2
Amber — action required2.1 - 4
Red — escalate> 4

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Employee relations case register
Derived from
PSH-HR-018 PSH-HR-030
KPI-HRA-23 Grievance Closure Within 30 Days Quality & Compliance Quarterly ›

Share of formal grievances concluded within the policy timeframe.

Calculation (Grievances closed <= 30 days / Grievances raised) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Employee relations case register
Derived from
PSH-HR-018
KPI-HRA-24 Disciplinary Procedural Compliance Quality & Compliance Quarterly ›

Share of disciplinary cases audited as procedurally compliant with policy and law.

Calculation (Compliant cases / Cases audited) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required92 - 99.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Disciplinary case files; ER audit
Derived from
PSH-HR-017 PSH-HR-033
KPI-HRA-25 Harassment Case Closure Within SLA Quality & Compliance Quarterly ›

Share of anti-harassment and dignity cases investigated and closed within the policy timeframe.

Calculation (Cases closed within SLA / Cases raised) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Employee relations case register
Derived from
PSH-HR-019
KPI-HRA-26 Whistleblowing Investigation Closure Quality & Compliance Quarterly ›

Share of whistleblowing reports investigated and closed within 30 days.

Calculation (Reports closed <= 30 days / Reports received) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Whistleblowing case register
Derived from
PSH-HR-036
KPI-HRA-27 Employee Consultation Forum Completion People & Culture Quarterly ›

Share of scheduled employee representation and consultation forum meetings held with minutes and actions published.

Calculation (Forums held with minutes published / Forums scheduled) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Consultation forum minutes; employee relations file
Derived from
PSH-HR-031 PSH-HR-028
KPI-HRA-28 Leadership Diversity Ratio People & Culture Quarterly ›

Share of leadership positions held by the under-represented gender.

Calculation (Under-represented gender in leadership / Total leadership roles) x 100
Unit %
Direction Higher is better
Green — standard>= 40
Amber — action required30 - 39.9
Red — escalate< 30

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source HRIS establishment and grade data
Derived from
PSH-HR-020
KPI-HRA-29 Grooming & Appearance Audit Score People & Culture Monthly ›

Average score from company-wide grooming and appearance inspections.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Grooming inspection records
Derived from
PSH-HR-021 PSH-FO-030 PSH-FBS-021
KPI-HRA-30 Overtime as Percentage of Labour Hours Financial Control Monthly ›

Overtime hours as a share of total paid labour hours.

Calculation (Overtime hours / Total labour hours) x 100
Unit %
Direction Lower is better
Green — standard<= 8
Amber — action required8.1 - 12
Red — escalate> 12

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Time and attendance system; payroll
Derived from
PSH-HR-022 PSH-HR-024
KPI-HRA-31 Working Time Compliance Breaches Quality & Compliance Monthly ›

Count of recorded breaches of statutory rest, maximum hours or minimum break rules.

Calculation Count of recorded breaches
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 3
Red — escalate> 3

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Time and attendance exception report
Derived from
PSH-HR-022 PSH-HR-033
KPI-HRA-32 Labour Cost as Percentage of Revenue Financial Control Monthly ›

Total payroll and related labour cost as a share of total revenue.

Calculation (Total labour cost / Total revenue) x 100
Unit %
Direction Lower is better
Green — standard<= 30
Amber — action required30.1 - 34
Red — escalate> 34

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Payroll ledger; General Ledger revenue
Derived from
PSH-HR-024 PSH-HR-022
KPI-HRA-33 Payroll Accuracy Quality & Compliance Monthly ›

Share of payslips issued without a subsequent correction or off-cycle adjustment.

Calculation (Payslips without correction / Total payslips) x 100
Unit %
Direction Higher is better
Green — standard>= 99.5
Amber — action required98.0 - 99.49
Red — escalate< 98.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Payroll system correction log
Derived from
PSH-HR-024
KPI-HRA-34 Payroll On-Time Payment Quality & Compliance Monthly ›

Share of payroll runs paid on or before the contractual pay date.

Calculation (Runs paid on time / Payroll runs) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Payroll calendar; bank payment confirmations
Derived from
PSH-HR-024
KPI-HRA-35 Wellbeing Programme Participation People & Culture Quarterly ›

Share of colleagues participating in at least one wellbeing initiative in the period.

Calculation (Participating colleagues / Average headcount) x 100
Unit %
Direction Higher is better
Green — standard>= 50
Amber — action required30 - 49.9
Red — escalate< 30

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Wellbeing programme attendance records
Derived from
PSH-HR-025 PSH-HR-029
KPI-HRA-36 Employee Assistance Programme Utilisation People & Culture Annually ›

Share of colleagues accessing the employee assistance or mental health support service.

Calculation (Unique users / Average headcount) x 100
Unit %
Direction Higher is better
Green — standard>= 5
Amber — action required2 - 4.9
Red — escalate< 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source EAP provider utilisation report
Derived from
PSH-HR-026
KPI-HRA-37 Occupational Health Screening Completion People & Culture Annually ›

Share of colleagues in designated roles completing required occupational health screening.

Calculation (Screenings completed / Screenings due) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source Occupational health records
Derived from
PSH-HR-027 PSH-SAF-017
KPI-HRA-38 Staff Facilities Audit Score People & Culture Quarterly ›

Average score from inspections of colleague changing rooms, cafeteria, rest areas and accommodation.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required80 - 89.9
Red — escalate< 80

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Staff facility inspection checklist
Derived from
PSH-HR-029
KPI-HRA-39 Employee Data Protection Breaches Quality & Compliance Quarterly ›

Count of confirmed personal data breaches involving employee records.

Calculation Count of confirmed breaches
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Data breach register; privacy officer log
Derived from
PSH-HR-034
KPI-HRA-40 Contractor and Agency Worker Compliance Quality & Compliance Quarterly ›

Share of agency and contract workers with complete right-to-work, induction and contract documentation.

Calculation (Compliant workers / Agency and contract workers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Agency worker register; personnel files
Derived from
PSH-HR-035 PSH-HR-004
KPI-HRA-41 Modern Slavery Due Diligence Completion Quality & Compliance Annually ›

Share of in-scope labour suppliers assessed under the modern slavery due diligence programme.

Calculation (Suppliers assessed / In-scope suppliers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source Supplier due diligence file
Derived from
PSH-HR-037 PSH-OPS-016
KPI-HRA-42 Immigration and Sponsorship Compliance Quality & Compliance Monthly ›

Share of sponsored and visa-dependent colleagues with current, valid documentation on file.

Calculation (Colleagues with current documentation / Sponsored colleagues) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Immigration compliance register; HRIS expiry report
Derived from
PSH-HR-038
KPI-HRA-43 Employment Law Compliance Findings Quality & Compliance Annually ›

Count of material employment law non-compliance findings from audit or external review.

Calculation Count of material findings
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source Compliance audit reports; legal advisories
Derived from
PSH-HR-033
KPI-HRA-44 HR System Data Accuracy Quality & Compliance Quarterly ›

Share of sampled HRIS employee records that are complete and accurate on key fields.

Calculation (Accurate records / Records sampled) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source HRIS data quality audit
Derived from
PSH-HR-041 PSH-HR-048
KPI-HRA-45 HR Report Timeliness Quality & Compliance Monthly ›

Share of scheduled people reports issued by the published deadline.

Calculation (Reports issued on time / Reports due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source Report distribution log
Derived from
PSH-HR-048
KPI-HRA-46 Policy Acknowledgement Rate Quality & Compliance Quarterly ›

Share of colleagues who have formally acknowledged the employee handbook and current HR policies.

Calculation (Colleagues acknowledged / Average headcount) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required90 - 97.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source HRIS acknowledgement register
Derived from
PSH-HR-032
KPI-HRA-47 Headcount vs Approved Establishment Financial Control Monthly ›

Deviation of actual headcount from the approved establishment for the period.

Calculation (Actual headcount - Approved establishment) / Approved establishment x 100
Unit %
Direction On target
Green — standard-3 to +3
Amber — action required+3.1 to +6
Red — escalate> +6

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Human Resources Manager
Data source HRIS headcount report; approved establishment
Derived from
PSH-HR-001 PSH-HR-002
KPI-HRA-48 Change Programme Milestone Completion People & Culture Quarterly ›

Share of organisational development and change milestones delivered on schedule.

Calculation (Milestones delivered on time / Milestones due) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Human Resources Manager
Data source Change programme plan tracker
Derived from
PSH-HR-042 PSH-HR-046
KPI-HRA-49 Culture and Values Index People & Culture Annually ›

Favourable score on values-related items within the engagement survey.

Calculation (Favourable values responses / Total values responses) x 100
Unit %
Direction Higher is better
Green — standard>= 80
Amber — action required70 - 79.9
Red — escalate< 70

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source Employee engagement survey platform
Derived from
PSH-HR-043 PSH-HR-011
KPI-HRA-50 HR Business Continuity Test Completion Safety & Risk Annually ›

Number of HR continuity scenarios tested in the year, covering payroll and critical people processes.

Calculation Count of completed tests
Unit Count
Direction Higher is better
Green — standard>= 1
Amber — action required0
Red — escalate0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Human Resources Manager
Data source Business continuity test records
Derived from
PSH-HR-044 PSH-OPS-015

Quality Assurance

23 INDICATORS
Code QA Accountable Quality Assurance Manager SOPs issued 18 SOPs worked to 18
KPI-QA-01 Overall Quality Audit Score Quality & Compliance Quarterly ›

Composite score across all internal quality audits performed in the period.

Calculation (Total points scored / Total points available across audits) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required82 - 89.9
Red — escalate< 82

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source QA audit management system
Derived from
PSH-QA-001 PSH-QA-018
KPI-QA-02 Guest Room Quality Audit Score Quality & Compliance Monthly ›

Average score from documented guest room quality audits.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required82 - 89.9
Red — escalate< 82

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Guest room audit checklist
Derived from
PSH-QA-002 PSH-HK-014
KPI-QA-03 F&B Service Quality Audit Score Quality & Compliance Monthly ›

Average score from documented food and beverage service quality audits.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required82 - 89.9
Red — escalate< 82

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source F&B service audit checklist
Derived from
PSH-QA-004 PSH-FBS-004
KPI-QA-04 Kitchen & Hygiene Audit Score Safety & Risk Monthly ›

Average score from kitchen, hygiene and food safety audits.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required90 - 94.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Hygiene audit report
Derived from
PSH-QA-005 PSH-KIT-014 PSH-KIT-021
KPI-QA-05 Brand Standards Audit Score Quality & Compliance Quarterly ›

Score achieved in the periodic brand standards audit.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required82 - 89.9
Red — escalate< 82

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source Brand standards audit report
Derived from
PSH-QA-006 PSH-OPS-018
KPI-QA-06 Service Standards Monitoring Compliance Quality & Compliance Monthly ›

Share of planned service observation checks completed across all guest-facing departments.

Calculation (Observations completed / Observations planned) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Service observation tracker
Derived from
PSH-QA-007
KPI-QA-07 Compliance Audit Findings Closed On Time Quality & Compliance Monthly ›

Share of compliance audit findings closed by the agreed due date.

Calculation (Findings closed by due date / Findings raised) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Audit findings register
Derived from
PSH-QA-008 PSH-QA-017
KPI-QA-08 Open High-Risk Findings Safety & Risk Monthly ›

Count of high-risk audit findings open beyond their due date.

Calculation Count of overdue high-risk findings
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Audit findings register with risk rating
Derived from
PSH-QA-008 PSH-QA-017
KPI-QA-09 Guest Satisfaction Score Guest Experience Monthly ›

Average overall satisfaction rating captured through the post-stay survey.

Calculation Sum of overall ratings / Number of responses
Unit Score /10
Direction Higher is better
Green — standard>= 8.7
Amber — action required8.0 - 8.69
Red — escalate< 8.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Guest satisfaction survey platform
Derived from
PSH-QA-009 PSH-FO-027
KPI-QA-10 Net Promoter Score Guest Experience Monthly ›

Share of promoters less share of detractors from the post-stay likelihood-to-recommend question.

Calculation % Promoters - % Detractors
Unit NPS
Direction Higher is better
Green — standard>= 50
Amber — action required35 - 49
Red — escalate< 35

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Guest satisfaction survey platform
Derived from
PSH-QA-009
KPI-QA-11 Survey Response Rate Guest Experience Monthly ›

Share of departing guests who complete the post-stay survey.

Calculation (Completed surveys / Surveys sent) x 100
Unit %
Direction Higher is better
Green — standard>= 20
Amber — action required12 - 19.9
Red — escalate< 12

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Survey platform delivery and response report
Derived from
PSH-QA-009 PSH-FO-027
KPI-QA-12 Mystery Guest Overall Score Guest Experience Quarterly ›

Overall score achieved in the independent mystery guest assessment.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 85
Amber — action required75 - 84.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source Mystery guest report
Derived from
PSH-QA-010
KPI-QA-13 Guest Feedback Response Rate Guest Experience Weekly ›

Share of guest feedback items receiving a personalised response within 48 hours.

Calculation (Feedback responded <= 48h / Feedback received) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Quality Assurance Manager
Data source Guest feedback platform response log
Derived from
PSH-QA-011 PSH-FO-027
KPI-QA-14 Online Review Score Guest Experience Monthly ›

Weighted average guest rating across the monitored online review platforms.

Calculation Weighted average of platform scores (normalised to 5)
Unit Score /5
Direction Higher is better
Green — standard>= 4.5
Amber — action required4.2 - 4.49
Red — escalate< 4.2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Online review aggregator (TripAdvisor, Google, Booking.com)
Derived from
PSH-QA-012
KPI-QA-15 Online Review Response Rate Guest Experience Weekly ›

Share of published online reviews receiving a management response within 72 hours.

Calculation (Reviews responded <= 72h / Reviews published) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Quality Assurance Manager
Data source Online review aggregator response log
Derived from
PSH-QA-012
KPI-QA-16 Review Volume Growth Commercial Quarterly ›

Year-on-year change in the number of published online reviews.

Calculation (Reviews this period - Reviews prior year period) / Reviews prior year period x 100
Unit %
Direction Higher is better
Green — standard>= 10
Amber — action required0 - 9.9
Red — escalate< 0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source Online review aggregator
Derived from
PSH-QA-012
KPI-QA-17 Continuous Improvement Initiatives Closed Quality & Compliance Quarterly ›

Share of registered improvement initiatives delivered and verified in the period.

Calculation (Initiatives closed / Initiatives due) x 100
Unit %
Direction Higher is better
Green — standard>= 80
Amber — action required65 - 79.9
Red — escalate< 65

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source Continuous improvement register
Derived from
PSH-QA-013
KPI-QA-18 Corrective Action Closure Rate Quality & Compliance Monthly ›

Share of corrective actions closed with verified effectiveness by the due date.

Calculation (Corrective actions verified closed / Corrective actions raised) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Corrective action register
Derived from
PSH-QA-017
KPI-QA-19 Repeat Non-Conformance Rate Quality & Compliance Quarterly ›

Share of findings that recur at the same location or process within twelve months of closure.

Calculation (Repeat findings / Total findings) x 100
Unit %
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 10
Red — escalate> 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source Audit findings register with recurrence flag
Derived from
PSH-QA-017 PSH-QA-013
KPI-QA-20 Training Quality Assurance Score People & Culture Quarterly ›

Average score from quality reviews of delivered training against the approved curriculum.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required80 - 89.9
Red — escalate< 80

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source Training QA review file; LMS
Derived from
PSH-QA-014 PSH-HR-009
KPI-QA-21 Internal Audit Plan Completion Quality & Compliance Quarterly ›

Share of the approved annual internal audit plan completed to schedule.

Calculation (Audits completed / Audits planned) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required85 - 99.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source Internal audit plan and completion log
Derived from
PSH-QA-016
KPI-QA-22 Standards Documentation Currency Quality & Compliance Quarterly ›

Share of controlled quality standards documents within their approved review date.

Calculation (Documents within review date / Controlled documents) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Quality Assurance Manager
Data source Document control register
Derived from
PSH-QA-015 PSH-OPS-008
KPI-QA-23 Quality Report Timeliness Quality & Compliance Monthly ›

Share of quality governance reports issued to the deadline.

Calculation (Reports issued on time / Reports due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Quality Assurance Manager
Data source Report distribution log
Derived from
PSH-QA-018

Safety, Fire, Emergency & Risk

25 INDICATORS
Code SAF Accountable Health, Safety & Risk Manager SOPs issued 22 SOPs worked to 22
KPI-SAF-01 Lost Time Injury Frequency Rate Safety & Risk Monthly ›

Number of lost time injuries per 200,000 hours worked.

Calculation (Lost time injuries / Hours worked) x 200000
Unit Rate
Direction Lower is better
Green — standard<= 1.0
Amber — action required1.01 - 2.0
Red — escalate> 2.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Incident register; payroll hours worked
Derived from
PSH-SAF-001 PSH-SAF-018
KPI-SAF-02 Total Recordable Incident Rate Safety & Risk Monthly ›

Number of all recordable work-related injuries per 200,000 hours worked.

Calculation (Recordable injuries / Hours worked) x 200000
Unit Rate
Direction Lower is better
Green — standard<= 3.0
Amber — action required3.01 - 5.0
Red — escalate> 5.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Incident register; payroll hours worked
Derived from
PSH-SAF-001 PSH-SAF-022
KPI-SAF-03 Incident Investigation Completed Within 72 Hours Safety & Risk Monthly ›

Share of reportable incidents with a completed root cause investigation inside 72 hours.

Calculation (Investigations completed <= 72h / Reportable incidents) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Incident investigation file
Derived from
PSH-SAF-018
KPI-SAF-04 Near-Miss Reports per 100 Employees Safety & Risk Monthly ›

Volume of near-miss reports normalised to headcount; a higher rate indicates a healthy reporting culture.

Calculation (Near-miss reports / Headcount) x 100
Unit Ratio
Direction Higher is better
Green — standard>= 10
Amber — action required5 - 9.9
Red — escalate< 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Near-miss reporting system
Derived from
PSH-SAF-002 PSH-SAF-022
KPI-SAF-05 Risk Assessment Currency Safety & Risk Quarterly ›

Share of in-scope activities and areas covered by an in-date, approved risk assessment.

Calculation (Activities with in-date RA / Activities in scope) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Health, Safety & Risk Manager
Data source Risk assessment register
Derived from
PSH-SAF-002
KPI-SAF-06 Fire Equipment Inspection Compliance Safety & Risk Monthly ›

Share of scheduled fire extinguisher, hydrant and suppression inspections completed on time.

Calculation (Inspections completed on time / Inspections due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Fire equipment inspection register; contractor certificates
Derived from
PSH-SAF-003 PSH-SAF-004
KPI-SAF-07 Fire Alarm Test Completion Safety & Risk Weekly ›

Share of scheduled weekly fire alarm and detection tests completed and logged.

Calculation (Tests completed / Tests due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required96 - 99.9
Red — escalate< 96

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Health, Safety & Risk Manager
Data source Fire logbook; alarm panel event log
Derived from
PSH-SAF-004
KPI-SAF-08 False Fire Alarm Rate Safety & Risk Monthly ›

Count of unwanted fire alarm activations in the period.

Calculation Count of false activations
Unit Count
Direction Lower is better
Green — standard<= 2
Amber — action required3 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Alarm panel event log; incident register
Derived from
PSH-SAF-004 PSH-SAF-003
KPI-SAF-09 Fire Drill Frequency Safety & Risk Annually ›

Number of full evacuation drills completed in the year across all shift patterns.

Calculation Count of completed drills
Unit Count
Direction Higher is better
Green — standard>= 2
Amber — action required1
Red — escalate0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Health, Safety & Risk Manager
Data source Fire drill records
Derived from
PSH-SAF-005 PSH-SAF-021
KPI-SAF-10 Evacuation Time Safety & Risk Annually ›

Time from alarm activation to full assembly and roll call completion during drills.

Calculation Elapsed time from activation to roll call complete
Unit Minutes
Direction Lower is better
Green — standard<= 6
Amber — action required6.1 - 10
Red — escalate> 10

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Health, Safety & Risk Manager
Data source Fire drill report with timings
Derived from
PSH-SAF-005 PSH-SAF-021
KPI-SAF-11 Emergency Response Time Safety & Risk Quarterly ›

Average time for the emergency response team to reach the incident location after activation.

Calculation Sum of response times / Number of activations
Unit Minutes
Direction Lower is better
Green — standard<= 4
Amber — action required4.1 - 7
Red — escalate> 7

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Health, Safety & Risk Manager
Data source Emergency activation log
Derived from
PSH-SAF-006 PSH-SEC-009
KPI-SAF-12 First Aid Cover per Shift Safety & Risk Monthly ›

Share of shifts with at least the required number of certified first aiders on duty.

Calculation (Shifts with required cover / Total shifts) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Roster; first aid certification register
Derived from
PSH-SAF-009
KPI-SAF-13 Medical Emergency Response Time Safety & Risk Quarterly ›

Average time from a medical emergency call to trained responder arrival on scene.

Calculation Sum of response times / Number of medical calls
Unit Minutes
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 8
Red — escalate> 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Health, Safety & Risk Manager
Data source Medical emergency log
Derived from
PSH-SAF-008
KPI-SAF-14 Slips, Trips and Falls Incidents Safety & Risk Monthly ›

Count of slip, trip and fall incidents involving guests or colleagues per 1,000 room nights.

Calculation (STF incidents / Room nights) x 1000
Unit Ratio
Direction Lower is better
Green — standard<= 0.5
Amber — action required0.51 - 1.0
Red — escalate> 1.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Incident register; PMS room nights
Derived from
PSH-SAF-010
KPI-SAF-15 Manual Handling Injuries Safety & Risk Monthly ›

Count of injuries attributable to manual handling activity.

Calculation Count of manual handling injuries
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Incident register
Derived from
PSH-SAF-011
KPI-SAF-16 Work at Height Permit Compliance Safety & Risk Monthly ›

Share of work-at-height tasks performed under a valid, signed permit with equipment inspection evidence.

Calculation (Tasks with valid permit / Work at height tasks) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Permit to work register
Derived from
PSH-SAF-012
KPI-SAF-17 Glass and Sharps Injuries Safety & Risk Monthly ›

Count of injuries caused by glass breakage or sharp implements.

Calculation Count of glass and sharps injuries
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Incident register
Derived from
PSH-SAF-013 PSH-KIT-020
KPI-SAF-18 Portable Appliance Testing Compliance Safety & Risk Quarterly ›

Share of portable electrical appliances tested and labelled within the required interval.

Calculation (Appliances in test date / Appliances in register) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Health, Safety & Risk Manager
Data source Electrical testing register; contractor certificates
Derived from
PSH-SAF-014
KPI-SAF-19 Lift Entrapment Release Time Safety & Risk Quarterly ›

Average time from entrapment report to safe release of occupants.

Calculation Sum of release times / Number of entrapments
Unit Minutes
Direction Lower is better
Green — standard<= 30
Amber — action required31 - 45
Red — escalate> 45

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Health, Safety & Risk Manager
Data source Lift incident log; lift maintenance contractor reports
Derived from
PSH-SAF-015
KPI-SAF-20 Safety Data Sheet Availability Safety & Risk Quarterly ›

Share of hazardous substances in use with a current safety data sheet available at the point of use.

Calculation (Substances with current SDS at point of use / Substances in use) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Health, Safety & Risk Manager
Data source COSHH register; chemical inventory
Derived from
PSH-SAF-007 PSH-HK-019 PSH-LAU-016
KPI-SAF-21 Contractor Safety Induction Compliance Safety & Risk Monthly ›

Share of contractors completing safety induction and permit briefing before starting work on site.

Calculation (Contractors inducted / Contractors on site) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Contractor induction register; permit to work file
Derived from
PSH-SAF-020 PSH-SEC-018
KPI-SAF-22 Occupational Health Surveillance Completion People & Culture Annually ›

Share of colleagues in designated roles completing required health surveillance in the cycle.

Calculation (Surveillances completed / Surveillances due) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Health, Safety & Risk Manager
Data source Occupational health records
Derived from
PSH-SAF-017 PSH-HR-027
KPI-SAF-23 Safety Training Completion Rate People & Culture Quarterly ›

Share of colleagues current on all mandatory safety training for their role.

Calculation (Colleagues fully trained / Colleagues in scope) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required90 - 97.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Health, Safety & Risk Manager
Data source Learning management system; training matrix
Derived from
PSH-SAF-021 PSH-HR-010
KPI-SAF-24 Safety Report Submission Timeliness Quality & Compliance Monthly ›

Share of statutory and corporate safety reports submitted by the required deadline.

Calculation (Reports submitted on time / Reports due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Health, Safety & Risk Manager
Data source Safety reporting calendar; submission log
Derived from
PSH-SAF-022
KPI-SAF-25 Food Safety Coordination Compliance Safety & Risk Quarterly ›

Share of scheduled joint safety and food safety coordination reviews completed with actions logged.

Calculation (Reviews completed / Reviews scheduled) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Health, Safety & Risk Manager
Data source Safety and food safety coordination minutes
Derived from
PSH-SAF-016 PSH-KIT-021

Security, Fire & Life Safety

23 INDICATORS
Code SEC Accountable Chief Security Officer SOPs issued 20 SOPs worked to 20
KPI-SEC-01 Security Patrol Completion Rate Safety & Risk Weekly ›

Share of scheduled patrols completed in full within the rostered window.

Calculation (Patrols completed / Patrols scheduled) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Chief Security Officer
Data source Patrol management system; patrol logbook
Derived from
PSH-SEC-002 PSH-SEC-001
KPI-SEC-02 Patrol Checkpoint Scan Compliance Safety & Risk Weekly ›

Share of mandated checkpoints scanned during completed patrols.

Calculation (Checkpoints scanned / Checkpoints required) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Chief Security Officer
Data source Guard tour scanning system
Derived from
PSH-SEC-002
KPI-SEC-03 Access Control Breach Incidents Safety & Risk Monthly ›

Count of confirmed unauthorised entries into restricted or back-of-house areas.

Calculation Count of confirmed breaches
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Access control system logs; incident register
Derived from
PSH-SEC-003
KPI-SEC-04 Unauthorised Access Attempts Actioned Safety & Risk Weekly ›

Share of flagged access denial events reviewed and dispositioned within 24 hours.

Calculation (Events actioned <= 24h / Events flagged) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Chief Security Officer
Data source Access control system exception report
Derived from
PSH-SEC-003 PSH-SEC-014
KPI-SEC-05 CCTV System Uptime Safety & Risk Monthly ›

Share of camera-hours during which the surveillance system is recording and available.

Calculation (Available camera-hours / Total camera-hours) x 100
Unit %
Direction Higher is better
Green — standard>= 99
Amber — action required96 - 98.9
Red — escalate< 96

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source CCTV system health report; fault log
Derived from
PSH-SEC-008 PSH-SEC-014
KPI-SEC-06 CCTV Retention Compliance Quality & Compliance Quarterly ›

Share of camera streams retained for the full mandated retention period and retrievable on request.

Calculation (Streams meeting retention / Total streams) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Security Officer
Data source CCTV retention audit; footage retrieval log
Derived from
PSH-SEC-008
KPI-SEC-07 Alarm Response Time Safety & Risk Monthly ›

Average time from alarm activation to security officer arrival at the alarm location.

Calculation Sum of response times / Number of alarm activations
Unit Minutes
Direction Lower is better
Green — standard<= 3
Amber — action required3.1 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Alarm monitoring log; control room record
Derived from
PSH-SEC-012 PSH-SEC-009
KPI-SEC-08 Guest Security Incidents per 1,000 Room Nights Safety & Risk Monthly ›

Count of security incidents affecting guests, normalised to occupancy.

Calculation (Guest security incidents / Room nights) x 1000
Unit Ratio
Direction Lower is better
Green — standard<= 0.3
Amber — action required0.31 - 0.6
Red — escalate> 0.6

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Incident register; PMS room nights
Derived from
PSH-SEC-004 PSH-SEC-013
KPI-SEC-09 Colleague Security Incidents Safety & Risk Monthly ›

Count of security incidents affecting colleagues, including aggression and workplace violence.

Calculation Count of colleague security incidents
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Incident register
Derived from
PSH-SEC-005
KPI-SEC-10 Theft and Loss Incident Value Financial Control Monthly ›

Total assessed value of confirmed theft and unexplained loss in the period.

Calculation Sum of assessed loss value
Unit Currency
Direction Lower is better
Green — standard<= 500
Amber — action required501 - 2000
Red — escalate> 2000

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Incident register; loss investigation file
Derived from
PSH-SEC-006 PSH-CON-018
KPI-SEC-11 Lost Property Logged Within One Hour Quality & Compliance Monthly ›

Share of found property items logged in the register within one hour of handover to security.

Calculation (Items logged <= 1h / Items received) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Lost property register
Derived from
PSH-SEC-006 PSH-FO-028
KPI-SEC-12 Key Control Audit Compliance Quality & Compliance Monthly ›

Share of key audits with all controlled keys accounted for and correctly signed out.

Calculation (Compliant audits / Audits performed) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Key control register; key cabinet audit
Derived from
PSH-SEC-007 PSH-FO-017
KPI-SEC-13 Lock Re-Core Turnaround Safety & Risk Quarterly ›

Average time from a lost controlled key report to completed re-core or credential revocation.

Calculation Sum of turnaround times / Number of re-core events
Unit Hours
Direction Lower is better
Green — standard<= 24
Amber — action required25 - 48
Red — escalate> 48

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Security Officer
Data source Key incident log; locksmith work orders
Derived from
PSH-SEC-007
KPI-SEC-14 Incident Report Submitted Within 24 Hours Quality & Compliance Weekly ›

Share of security incidents documented in a full written report inside 24 hours.

Calculation (Reports submitted <= 24h / Incidents occurred) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required92 - 99.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Chief Security Officer
Data source Incident register with timestamps
Derived from
PSH-SEC-013 PSH-SEC-020
KPI-SEC-15 Incident Investigation Closure Rate Quality & Compliance Monthly ›

Share of security investigations closed with documented findings by the agreed due date.

Calculation (Investigations closed by due date / Investigations opened) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Investigation case file
Derived from
PSH-SEC-013
KPI-SEC-16 Event Security Risk Assessment Completion Safety & Risk Monthly ›

Share of events with an approved security risk assessment and deployment plan before the event date.

Calculation (Events with approved assessment / Total events) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Event security file; function sheet
Derived from
PSH-SEC-010 PSH-SEC-016
KPI-SEC-17 VIP Protection Plan Compliance Safety & Risk Quarterly ›

Share of VIP visits executed against an approved protection plan with post-visit debrief.

Calculation (Compliant VIP visits / Total VIP visits) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Security Officer
Data source VIP protection file; debrief records
Derived from
PSH-SEC-015 PSH-FO-007
KPI-SEC-18 Contractor and Vendor Screening Compliance Quality & Compliance Monthly ›

Share of contractors and vendors screened and badged before site access is granted.

Calculation (Screened before access / Contractors granted access) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Contractor access register; screening file
Derived from
PSH-SEC-018 PSH-SAF-020
KPI-SEC-19 Security Officer Certification Currency People & Culture Quarterly ›

Share of security officers holding a current statutory licence and required certifications.

Calculation (Officers with current credentials / Total officers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Chief Security Officer
Data source Certification register; HRIS
Derived from
PSH-SEC-019 PSH-HR-010
KPI-SEC-20 Security Training Hours per Officer People & Culture Annually ›

Average recorded training hours per security officer over the rolling year.

Calculation Total security training hours / Number of officers
Unit Hours
Direction Higher is better
Green — standard>= 24
Amber — action required16 - 23.9
Red — escalate< 16

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Chief Security Officer
Data source Learning management system; training register
Derived from
PSH-SEC-019
KPI-SEC-21 Night Operations Coverage Compliance Safety & Risk Monthly ›

Share of night shifts staffed at or above the approved minimum security manning level.

Calculation (Nights at required manning / Total nights) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Roster; night shift attendance record
Derived from
PSH-SEC-017 PSH-SEC-001
KPI-SEC-22 Security Technology Fault Resolution Time Quality & Compliance Monthly ›

Average time from fault report on security systems to verified restoration.

Calculation Sum of resolution times / Number of faults
Unit Hours
Direction Lower is better
Green — standard<= 24
Amber — action required25 - 48
Red — escalate> 48

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Security systems fault log; contractor tickets
Derived from
PSH-SEC-014
KPI-SEC-23 Security Report Timeliness Quality & Compliance Monthly ›

Share of periodic security analysis reports issued by the published deadline.

Calculation (Reports issued on time / Reports due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Chief Security Officer
Data source Report distribution log
Derived from
PSH-SEC-020

Medical Services

16 INDICATORS
Code MED Accountable Hotel Medical Officer / Nurse SOPs issued — SOPs worked to 9
KPI-MED-01 Medical Emergency Response Time Safety & Risk Quarterly ›

Average time from a medical emergency call to a trained responder arriving on scene.

Calculation Sum of response times / Number of medical calls
Unit Minutes
Direction Lower is better
Green — standard<= 5
Amber — action required5.1 - 8
Red — escalate> 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Hotel Medical Officer / Nurse
Data source Medical emergency log; switchboard records
Derived from
PSH-SAF-008 PSH-SAF-006
KPI-MED-02 Clinic Coverage Hours Quality & Compliance Monthly ›

Share of the published clinic operating hours actually staffed by a qualified practitioner.

Calculation (Hours staffed / Hours published) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Hotel Medical Officer / Nurse
Data source Clinic roster; attendance record
Derived from
PSH-SAF-008 PSH-SAF-009
KPI-MED-03 First Aid Trained Staff Coverage Safety & Risk Monthly ›

Share of shifts across the property with at least the required number of certified first aiders on duty.

Calculation (Shifts with required cover / Total shifts) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Hotel Medical Officer / Nurse
Data source Roster; first aid certification register
Derived from
PSH-SAF-009
KPI-MED-04 Pre-Employment Medical Completion Quality & Compliance Monthly ›

Share of new hires in designated roles completing a pre-employment medical before starting work.

Calculation (Medicals completed before start / Hires requiring one) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Hotel Medical Officer / Nurse
Data source Occupational health records; HRIS
Derived from
PSH-HR-027 PSH-SAF-017
KPI-MED-05 Periodic Health Surveillance Completion People & Culture Annually ›

Share of colleagues in designated roles completing required periodic health surveillance in the cycle.

Calculation (Surveillances completed / Surveillances due) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required85 - 94.9
Red — escalate< 85

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Annually
Accountable role Hotel Medical Officer / Nurse
Data source Occupational health records
Derived from
PSH-SAF-017 PSH-HR-027
KPI-MED-06 Food Handler Medical Certification Currency Quality & Compliance Monthly ›

Share of food handlers holding a current, valid medical fitness certificate.

Calculation (Handlers with current certificate / Food handlers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Hotel Medical Officer / Nurse
Data source Medical certificate register; HRIS expiry report
Derived from
PSH-HR-027 PSH-KIT-024
KPI-MED-07 Colleague Consultations per 100 Employees People & Culture Quarterly ›

Volume of colleague clinic consultations normalised to headcount, indicating access and utilisation.

Calculation (Consultations / Average headcount) x 100
Unit Ratio
Direction Higher is better
Green — standard>= 15
Amber — action required8 - 14.9
Red — escalate< 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Hotel Medical Officer / Nurse
Data source Clinic consultation register
Derived from
PSH-HR-026 PSH-HR-027
KPI-MED-08 Guest Medical Incidents and Referrals Safety & Risk Monthly ›

Count of guest medical incidents attended, with the share requiring external referral.

Calculation Count attended; (Referred externally / Attended) x 100
Unit Count / %
Direction Lower is better
Green — standardTrack; < 25% referred
Amber — action required25 - 40% referred
Red — escalate> 40% referred

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Hotel Medical Officer / Nurse
Data source Medical incident register; referral records
Derived from
PSH-SAF-008 PSH-SEC-004
KPI-MED-09 Medication and Controlled Stock Compliance Quality & Compliance Monthly ›

Share of medication stock checks with correct count, in-date items and complete controlled drug register.

Calculation (Compliant checks / Checks performed) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required97 - 99.9
Red — escalate< 97

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Hotel Medical Officer / Nurse
Data source Medication stock register; controlled drug book
Derived from
PSH-CON-013 PSH-CON-019
KPI-MED-10 Expired Medication Write-Off Financial Control Quarterly ›

Value of medication and consumables written off for expiry as a share of medical supply purchases.

Calculation (Expiry write-off value / Medical supply purchases) x 100
Unit %
Direction Lower is better
Green — standard<= 2
Amber — action required2.1 - 5
Red — escalate> 5

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Hotel Medical Officer / Nurse
Data source Write-off register; purchase ledger
Derived from
PSH-CON-013 PSH-KIT-004
KPI-MED-11 Medical Equipment Calibration Compliance Safety & Risk Quarterly ›

Share of clinical equipment calibrated and certified within the required interval.

Calculation (Equipment in calibration date / Equipment in register) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Hotel Medical Officer / Nurse
Data source Calibration register; service certificates
Derived from
PSH-SAF-008 PSH-OPS-011
KPI-MED-12 Medical Records Confidentiality Breaches Quality & Compliance Quarterly ›

Count of confirmed breaches of medical record confidentiality or unauthorised access.

Calculation Count of confirmed breaches
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Hotel Medical Officer / Nurse
Data source Data breach register; clinic access log
Derived from
PSH-HR-034 PSH-HK-024
KPI-MED-13 Communicable Disease Reporting Timeliness Safety & Risk Quarterly ›

Share of notifiable illness cases reported to management and the competent authority within the required window.

Calculation (Cases reported within window / Notifiable cases) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Hotel Medical Officer / Nurse
Data source Notification log; correspondence with health authority
Derived from
PSH-KIT-024 PSH-SAF-018
KPI-MED-14 Return-to-Work Assessment Completion People & Culture Quarterly ›

Share of colleagues returning from extended sickness absence with a documented fitness assessment.

Calculation (Assessments completed / Extended absence returns) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Hotel Medical Officer / Nurse
Data source Occupational health records; HRIS absence data
Derived from
PSH-HR-027 PSH-HR-023
KPI-MED-15 Incident Investigation Medical Input Timeliness Quality & Compliance Monthly ›

Share of injury investigations receiving the required medical statement within 72 hours.

Calculation (Statements provided <= 72h / Investigations requiring one) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required90 - 99.9
Red — escalate< 90

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Hotel Medical Officer / Nurse
Data source Investigation file; clinic records
Derived from
PSH-SAF-018 PSH-SEC-013
KPI-MED-16 Employee Assistance Referral Follow-Up People & Culture Quarterly ›

Share of colleagues referred to counselling or assistance services with a documented follow-up contact.

Calculation (Referrals with follow-up / Referrals made) x 100
Unit %
Direction Higher is better
Green — standard>= 90
Amber — action required75 - 89.9
Red — escalate< 75

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Hotel Medical Officer / Nurse
Data source Referral log; EAP provider report
Derived from
PSH-HR-026 PSH-HR-025

Transport & Fleet

17 INDICATORS
Code TRN Accountable Transport Manager SOPs issued — SOPs worked to 11
KPI-TRN-01 On-Time Airport Pickup Rate Guest Experience Weekly ›

Share of scheduled airport and external pickups where the vehicle is in position at or before the agreed time.

Calculation (Pickups on time / Scheduled pickups) x 100
Unit %
Direction Higher is better
Green — standard>= 98
Amber — action required92 - 97.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Transport Manager
Data source Dispatch log; transport booking system
Derived from
PSH-FO-005 PSH-FO-016
KPI-TRN-02 Guest Transfer Satisfaction Score Guest Experience Monthly ›

Average guest rating of the transfer experience, covering punctuality, driver conduct and vehicle condition.

Calculation Sum of transfer ratings / Number of responses
Unit Score /10
Direction Higher is better
Green — standard>= 8.7
Amber — action required8.0 - 8.69
Red — escalate< 8.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Guest feedback platform; transfer survey
Derived from
PSH-FO-005 PSH-QA-009
KPI-TRN-03 Vehicle Availability Rate Productivity Monthly ›

Share of fleet vehicles roadworthy and available for service across the period.

Calculation (Available vehicle days / Total fleet days) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Fleet register; workshop records
Derived from
PSH-CON-018 PSH-OPS-016
KPI-TRN-04 Fleet Utilisation Rate Productivity Monthly ›

Share of available vehicle hours actually deployed on revenue or operational trips.

Calculation (Deployed vehicle hours / Available vehicle hours) x 100
Unit %
Direction Higher is better
Green — standard>= 60
Amber — action required45 - 59.9
Red — escalate< 45

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Dispatch log; trip records
Derived from
PSH-CON-018 PSH-OPS-004
KPI-TRN-05 Preventive Servicing Compliance Safety & Risk Monthly ›

Share of vehicles serviced within the manufacturer's scheduled interval.

Calculation (Vehicles serviced in interval / Vehicles due) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required92 - 99.9
Red — escalate< 92

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Service schedule; workshop invoices
Derived from
PSH-OPS-011 PSH-OPS-016
KPI-TRN-06 Vehicle Breakdown Incidents Productivity Monthly ›

Count of in-service breakdowns requiring recovery or trip abandonment.

Calculation Count of breakdowns in period
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1 - 2
Red — escalate> 2

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Breakdown log; recovery invoices
Derived from
PSH-CON-018 PSH-OPS-011
KPI-TRN-07 Road Traffic Accident Rate Safety & Risk Quarterly ›

Number of recorded road traffic accidents per 100,000 kilometres driven.

Calculation (Accidents / Kilometres driven) x 100000
Unit Rate
Direction Lower is better
Green — standard0
Amber — action required0.01 - 1.0
Red — escalate> 1.0

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Transport Manager
Data source Accident register; odometer records
Derived from
PSH-SAF-018 PSH-SAF-002
KPI-TRN-08 Driver Licence and Certification Currency Quality & Compliance Monthly ›

Share of drivers holding a current licence and any required professional or defensive driving certification.

Calculation (Drivers with current credentials / Total drivers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Driver credential register; HRIS expiry report
Derived from
PSH-HR-004 PSH-SAF-002
KPI-TRN-09 Driver Hours and Fatigue Compliance Safety & Risk Monthly ›

Share of driver shifts within statutory maximum driving hours and minimum rest periods.

Calculation (Compliant driver shifts / Total driver shifts) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Time and attendance system; trip logs
Derived from
PSH-HR-022 PSH-SAF-002
KPI-TRN-10 Fuel Consumption per 100 Kilometres Sustainability Monthly ›

Average fuel consumed per 100 kilometres across the fleet.

Calculation (Fuel consumed litres / Kilometres driven) x 100
Unit Litres per 100km
Direction Lower is better
Green — standard<= 10
Amber — action required10.1 - 13
Red — escalate> 13

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Fuel card statements; odometer records
Derived from
PSH-OPS-012 PSH-OPS-013
KPI-TRN-11 Fuel Cost Variance vs Expected Financial Control Monthly ›

Deviation of actual fuel spend from expected spend based on kilometres driven and standard consumption.

Calculation (Actual fuel cost - Expected fuel cost) / Expected fuel cost x 100
Unit %
Direction Lower is better
Green — standard<= 3
Amber — action required3.1 - 8
Red — escalate> 8

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Fuel card statements; trip log; standard consumption table
Derived from
PSH-CON-017 PSH-CON-021
KPI-TRN-12 Transport Cost per Occupied Room Financial Control Monthly ›

Total transport operating cost divided by occupied rooms.

Calculation Total transport cost / Occupied rooms
Unit Currency per room
Direction Lower is better
Green — standard<= 3.00
Amber — action required3.01 - 4.50
Red — escalate> 4.50

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source General Ledger transport accounts; PMS occupancy
Derived from
PSH-CON-017
KPI-TRN-13 Vehicle Cleanliness and Presentation Score Guest Experience Weekly ›

Average score of vehicle interior and exterior presentation inspections.

Calculation (Points scored / Points available) x 100
Unit %
Direction Higher is better
Green — standard>= 95
Amber — action required88 - 94.9
Red — escalate< 88

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Transport Manager
Data source Vehicle inspection checklist
Derived from
PSH-FO-005 PSH-HK-003
KPI-TRN-14 Trip Log and Dispatch Record Completeness Quality & Compliance Weekly ›

Share of trips with a complete dispatch record covering driver, vehicle, purpose, distance and authorisation.

Calculation (Complete trip records / Trips undertaken) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Weekly
Accountable role Transport Manager
Data source Dispatch log; trip authorisation sheets
Derived from
PSH-CON-016 PSH-CON-017
KPI-TRN-15 Statutory Vehicle Documentation Currency Quality & Compliance Monthly ›

Share of vehicles with current insurance, registration and roadworthiness certification.

Calculation (Vehicles with current documents / Fleet size) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source Fleet document register with expiry dates
Derived from
PSH-CON-018 PSH-OPS-016
KPI-TRN-16 VIP Transfer Protocol Compliance Guest Experience Monthly ›

Share of VIP transfers executed against the approved protocol, including vehicle grade, greeting and route plan.

Calculation (Compliant VIP transfers / VIP transfers) x 100
Unit %
Direction Higher is better
Green — standard100
Amber — action required95 - 99.9
Red — escalate< 95

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Monthly
Accountable role Transport Manager
Data source VIP transfer checklist; Duty Manager log
Derived from
PSH-FO-007 PSH-SEC-015
KPI-TRN-17 Unauthorised Vehicle Use Incidents Financial Control Quarterly ›

Count of confirmed instances of fleet use outside authorised purpose or hours.

Calculation Count of confirmed incidents
Unit Count
Direction Lower is better
Green — standard0
Amber — action required1
Red — escalate> 1

Indicative Group bands. Replace with property-calibrated values before adoption.

Measurement frequency Quarterly
Accountable role Transport Manager
Data source GPS tracking reports; dispatch log; fuel records
Derived from
PSH-CON-021 PSH-CON-018

Adopting This Framework

PROPERTY ACTION
  1. Establish a baseline. Measure each indicator for a minimum of three months before setting a target. A target set without a baseline is a guess.
  2. Calibrate the bands. Replace the Group Green, Amber and Red values with figures drawn from that baseline, the approved budget and the competitive set.
  3. Confirm ownership. Where an indicator appears on more than one departmental scorecard, agree a single accountable owner so one number is reported, not two.
  4. Verify the data source. Confirm each named system exists at the property and produces the figure reliably. Where it does not, establishing that source is the first implementation task.
  5. Approve and publish. The calibrated scorecard is approved by the General Manager, countersigned by the Financial Controller, and issued to department heads.
  6. Review with the SOP cycle. Re-examine indicators and targets whenever the underlying SOP is revised, and at minimum annually (PSH-OPS-008).

Questions on interpretation, or requests to vary a Group indicator, are directed to Corporate Operations and Group Quality Assurance.

Global Vision

PSH Global Management Network

Zurich
Global Headquarters • Switzerland
Doha
Middle East Hub • Qatar
Cairo
North Africa Regional Office
Lagos
West Africa Regional Office
Nairobi
East Africa Regional Office
Delhi
South Asia Regional Hub