Smart Hotels unlock better guest experiences, higher revenue, and smoother operations—all with real-time data.
In today’s hospitality landscape, the best decisions aren’t based on gut—they’re based on data.
Hotel general managers are no longer just running day-to-day operations. They’re expected to lead with precision, adapt in real time, and continuously optimize the guest experience. That’s why top-performing GMs in 2025 are turning to key performance indicators (KPIs) that reflect not just what’s happening—but what to do next.
INTELITY’s powerful platform—GEMS 2.0 and Nexus AI—was designed to give hotel leaders that edge. From real-time staff performance to mobile dining revenue, these tools surface the insights that matter, when they matter.
Here are the five most critical KPIs every GM should be watching this year—and how INTELITY helps turn those insights into action.
1. Staff Productivity
Operational Efficiency That Elevates Guest Experience
Why it matters:
Your team is your most valuable asset—but also your biggest cost center. When staff are working at peak efficiency, service quality goes up, response times go down, and guest satisfaction improves.
How INTELITY helps:
GEMS 2.0 automates routine tasks and centralizes service request management, allowing teams to focus on high-value interactions rather than backend coordination.
The results:
🏨 Hotels using INTELITY save an average of 12% in staff hours each month—time that gets reinvested into better guest service and smoother operations.
2. Guest Engagement with Promotions
Smarter Marketing that Drives On-Property Spend
Why it matters:
When guests interact with your offers, they’re more likely to explore, spend, and return. Engagement is the bridge between operational efficiency and revenue growth.
How INTELITY helps:
Nexus AI powers personalized, real-time promotions delivered via your guest app and messaging tools—allowing you to track performance and iterate instantly.
The results:
📲 Up to 92% of guests engage with in-app messages and push notifications powered by INTELITY, leading to higher F&B sales, spa bookings, and loyalty.
3. Direct Booking Rate
Cut Costs, Build Loyalty, and Control the Guest Journey
Why it matters:
Every OTA booking eats into your margin and distances you from your guest. Direct bookings mean more revenue and a stronger relationship.
How INTELITY helps:
By enhancing the digital guest experience pre-, during, and post-stay, INTELITY encourages direct engagement and rebooking through your own channels.
The results:
💡 Properties using INTELITY report an average 4% lift in direct bookings, thanks to personalized follow-ups and frictionless mobile interactions.
4. In-Room Dining Revenue
Low-Effort, High-Return Ancillary Revenue
Why it matters:
In-room dining remains one of the most profitable but underutilized outlets in hotels. Optimizing this service drives high-margin revenue with minimal overhead.
How INTELITY helps:
Guests can browse menus, place orders, and pay—all through smart-room tablets or mobile apps—making the experience effortless and boosting order volume.
The results:
🍽️ INTELITY customers see an average 27% increase in in-room dining sales after switching to digital ordering.
5. Mobile Dining Conversion Rate
Higher Order Volumes Without Higher Labor Costs
Why it matters:
Mobile ordering reduces friction for guests and overhead for staff—an unbeatable combo for food & beverage performance.
How INTELITY helps:
From the poolside to the penthouse, mobile ordering through INTELITY’s platform enables guests to order from anywhere, any time, on any device.
The results:
📈 INTELITY-powered hotels report a 45% increase in mobile dining orders, with average check sizes growing by 34%.
Why These KPIs Work Together
The real power comes from how these metrics compound:
- Greater staff productivity → more time for personalization
- Higher engagement → more bookings and upsells
- More direct bookings → lower costs and more loyalty
- Better in-room dining → increased per-stay revenue
- Mobile ordering → operational scale without added labor
It’s a performance flywheel—and with GEMS 2.0 and Nexus AI, you can see and influence the entire system in real time.
Ready to Lead with Data, Not Guesswork?
With INTELITY, hotel leaders can finally connect the dots between operations, guest experience, and revenue—all through one platform.
➡️ Book a Data Insights Demo
See how your property’s KPIs stack up—and how to improve them with INTELITY.