IndustryHospitality: hotels and resorts
CompanyListed on BSE and NSE
Scale4,000+ employees · 100+ hotels · 5,900+ rooms · 65+ locations
ProductUSR PMS: KPI automation
100+hotels on one KPI framework
65+locations with aligned goals
12+monthly cumulative review cycles
100%accurate negative-KPI tracking
The challenge
The group runs premium hotels and resorts for business and leisure guests, with fine dining and loyalty programmes. Fast growth across cities and countries left each property measuring performance its own way.
- No common KPIs. Front office, housekeeping, kitchen and sales teams were measured differently at every property.
- Manual reporting. Monthly results were compiled by hand, so leadership saw them late.
- 'Lower is better' measures. Complaints, wastage and similar KPIs were hard to score fairly in their old tools.
- Compliance and guest experience. The group needed structure without slowing down the teams serving guests.
What USR INFOTECH did
1
One KPI framework for 100+ hotels
A standard, customisable KPI library by role, rolled out across 65+ locations in India and abroad.
2
Monthly cumulative scoring
KPIs scored every month and added up across review cycles, so the annual rating reflects the whole year.
3
Negative-KPI handling and flexible ratings
Accurate scoring for 'lower is better' KPIs, with two rating structures to suit different job roles.
4
Mobile app in local languages, role-based access
Staff see their own goals on mobile in their language, and managers see only their teams.
The results
- 4,000+ employees' KPIs tracked in one system
- 3X faster appraisal reviews
- 12+ performance cycles streamlined
- 100% compliance requirements met
- 2X improvement in workforce engagement
Capabilities used
AI-powered KPI managementMonthly cumulative KPI scoringNegative-KPI handlingMulti-cycle reportingCustom rating frameworksRole-based accessMobile app in local languagesScalable cloud platform
Customer name withheld for confidentiality. Figures as reported by the customer.
