خلاصة:
In an era dominated by digital transformation and evolving consumer preferences, the hospitality industry stands at a crossroads, necessitating innovative management strategies to navigate its complexities. This paper delves into the strategic utilization of Key Performance Indicators (KPIs) within hotel management, highlighting their critical role in driving operational efficiency, enhancing guest satisfaction, and optimizing financial performance. Through a mixed-methods research approach, combining quantitative analysis of hotel performance data with qualitative insights from industry case studies, the study elucidates how a balanced and strategic application of KPIs can provide hotel CEOs and management teams with the actionable insights needed for informed decision-making. Findings reveal that operational KPIs like Occupancy Rate and Cost Per Occupied Room, guest-centric KPIs such as Net Promoter Score, and financial KPIs including Revenue Per Available Room play pivotal roles in optimizing hotel operations. Theoretical implications extend to the principles of the Resource-Based View, Service-Dominant Logic, and lean management, positioning data as a strategic asset essential for competitive advantage and service excellence. Practically, the study offers a roadmap for implementing KPI-driven strategies, emphasizing the importance of data-driven decision-making, personalization of guest experiences, and the pursuit of operational excellence. This research contributes to the strategic management literature within the hospitality sector, advocating for a datadriven, KPI-centric approach as fundamental to achieving sustainable success and growth in the competitive hospitality landscape.