Level 1 · Function
Reservations & Revenue
From booking request to confirmed, modified or cancelled reservation.
7 capabilities12 processes9 KPIs
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Cancellation fee leakage | <= 2% of cancellations | monthly |
| No-show charge success rate | >= 90% first attempt | monthly |
| Direct booking share | >= 40% of room nights | monthly |
| OTA reconciliation exceptions | 0 unresolved > 24h | daily |
| Voucher redemption rate | >= 70% within 24 months | quarterly |
| Pre-auth failure follow-up | 100% resolved pre-arrival | daily |
| Upsell attach rate | >= 15% of stays | monthly |
| Quote turnaround time | <= 24h | weekly |
| Mispriced room nights | 0 per month | monthly |
Systems
- Booking engine & website — Direct booking capture
- Channel manager / OTA interfaces — Distribution import and reconciliation
- Payment provider (pre-auth & capture) — Card handling, charge retries, refunds
- PMS — Core property management (rooms, guests, folios)
- RMS — Pricing and forecasting
People & roles
- Reservations Manager — Booking lifecycle
- Revenue Manager — Pricing
Level 2 · Capabilities
Booking changes & cancellations
Modifications, cancellations with fee determination, no-show charging and waitlist/overbooking resolution.
4 processesDirect & channel booking
Capture of direct booking requests and import/reconciliation of OTA and agent bookings into one reservation picture.
2 processesPackages & vouchers
Package offer setup/publication and voucher purchase, issuance and redemption.
2 processesPayment guarantees & deposits
Deposit and pre-authorisation handling securing bookings.
1 processesPre-arrival upsell
Pre-arrival offers for spa, dinner, transfers and extras.
1 processesQuotes for families & groups
Structured quote preparation for family and group stays.
1 processesRate & policy setup
Rate rules with cancellation policy controls that downstream decisions depend on.
1 processes