Hospitality ยท Roles
Hospitality roles
What owner relations, revenue, operations, finance, and product teams at a vacation rental or hotel management company look at each month, and the metrics behind it.
These are typical patterns, not survey results. Every business is set up differently.
Owner relations
What they look at each month
- Each owner's statement from gross to net, before owners ask.
- Owners whose net revenue is below their signup projection.
- Statement corrections and who found them.
- Owner churn, reasons, and an at-risk list.
Metrics
- Net owner revenue: Net owner revenue is rent revenue minus channel fees, the management fee, and expenses charged to the owner.
- Owner statement accuracy: The share of owner statements issued without a later correction, paired with the share of channel payouts matched to bank deposits.
- Owner retention and churn: Owner churn is the share of owners (or homes) at the start of a period who left during it.
- Projection accuracy (projected vs actual revenue): Projection accuracy compares the revenue projected for a home when the owner signed with what it actually earned.
- Occupancy rate: The share of nights a rental was occupied.
- Review score: Review score is the average guest rating, by channel, normalized to one scale.
Questions they ask
- Which owners will call us this month, and why?
- Can every owner follow the math from gross to net?
- Who is at risk of leaving?
What a report for them usually shows
An owner-level view: statement summary, performance vs last year and vs projection, open issues, and reviews.
Revenue manager
What they look at each month
- Occupancy (on a stated version), ADR, and RevPAR by home and market.
- Pace for the next few months vs the same point last year.
- Lead time and cancellations, to read pace correctly.
- Channel mix, channel cost, and direct share.
Metrics
- Occupancy rate: The share of nights a rental was occupied.
- ADR (average daily rate): Average daily rate is rent revenue divided by guest nights sold.
- RevPAR (revenue per available night): Revenue per available room, or per available night for rentals, is rent revenue divided by nights available.
- Booking pace (on the books): Booking pace compares revenue or nights already booked for a future period with what was booked for the same period at the same point last year.
- Booking lead time: Booking lead time is the number of days between when a reservation is made and when the guest checks in.
- Cancellation rate: Cancellation rate is cancelled bookings divided by bookings created, measured by count, nights, or revenue.
- Direct booking share: Direct booking share is the portion of revenue (or bookings) that came through the manager's own website, phone, or repeat guests rather than an online travel agency.
- Channel cost %: Channel cost percentage is OTA commissions plus payment processing fees divided by gross booking value.
- Gross booking value (GBV): Gross booking value is the total guests paid for stays, including rent and guest fees, before channel commissions and management fees.
Questions they ask
- Which future dates are behind, and what do we change?
- Are we holding rate or buying occupancy?
- Which channels are worth what they cost?
What a report for them usually shows
A weekly pace and yield report by market, with a home-level drill down.
Operations
What they look at each month
- Turnovers and cost per turnover by home and team.
- Homes where cleaning fees do not cover cleaning cost.
- Review scores, especially cleanliness, by home and team.
- Hold nights and host cancellations caused by maintenance.
Metrics
- Cleaning turnover cost: Cleaning turnover cost is total cleaning cost divided by the number of turnovers, compared with the cleaning fees guests paid.
- Review score: Review score is the average guest rating, by channel, normalized to one scale.
- Occupancy rate: The share of nights a rental was occupied.
- Cancellation rate: Cancellation rate is cancelled bookings divided by bookings created, measured by count, nights, or revenue.
Questions they ask
- Which homes or teams need attention?
- Is cleaning cost rising?
- Are maintenance holds costing bookable nights?
What a report for them usually shows
A weekly operations report: turnovers, cost, re-cleans, reviews, and open work orders.
Finance / trust accounting
What they look at each month
- Owner statements issued, corrected, and why.
- Channel payouts matched to bank deposits, and the unmatched list.
- GBV, channel fees, and management fee revenue.
- Owner balances and reserves.
Metrics
- Owner statement accuracy: The share of owner statements issued without a later correction, paired with the share of channel payouts matched to bank deposits.
- Net owner revenue: Net owner revenue is rent revenue minus channel fees, the management fee, and expenses charged to the owner.
- Gross booking value (GBV): Gross booking value is the total guests paid for stays, including rent and guest fees, before channel commissions and management fees.
- Channel cost %: Channel cost percentage is OTA commissions plus payment processing fees divided by gross booking value.
Questions they ask
- Do payouts tie to deposits?
- Are statements right the first time?
- Is anything missing from the trust account?
What a report for them usually shows
A month-end control report: statement status, payout matching, and reconciliation totals.
Product / engineering lead
What they look at each month
- Which definitions the product uses by default, and which are settings.
- Whether block types, fee lines, created and cancelled dates, and statement versions are stored.
- Which metrics customers can get today and which are blocked by data.
- Consistency between in-product numbers and owner statements.
Metrics
- Occupancy rate: The share of nights a rental was occupied.
- Net owner revenue: Net owner revenue is rent revenue minus channel fees, the management fee, and expenses charged to the owner.
- Owner statement accuracy: The share of owner statements issued without a later correction, paired with the share of channel payouts matched to bank deposits.
- Booking pace (on the books): Booking pace compares revenue or nights already booked for a future period with what was booked for the same period at the same point last year.
- ADR (average daily rate): Average daily rate is rent revenue divided by guest nights sold.
- RevPAR (revenue per available night): Revenue per available room, or per available night for rentals, is rent revenue divided by nights available.
Questions they ask
- What data do we need to store to support these reports?
- Which definitions should be settings?
- Where do our numbers disagree with market data or with statements?
What a report for them usually shows
A data readiness checklist and a definitions page, plus the metric specs on each metric page.