2024酒店体验运营大数据洞察蓝皮书系列之住中报告

Investment Rating - The report does not explicitly provide an investment rating for the hotel industry. Core Insights - The report highlights the challenges faced by the hotel industry in utilizing operational data effectively, despite having rich operational data assets. It emphasizes the need for hotels to accumulate operational data and convert it into tools for enhancing operational efficiency and guest experience [3]. Summary by Sections 1. Industry Performance - The report defines "in-stay repair" as issues reported by guests during their stay, which reflects the quality of the room presented to guests and is a critical dimension for measuring guest experience [7]. - The in-stay repair rate is calculated as the number of in-stay repair requests divided by the number of rooms sold, multiplied by 100% [7]. 2. Problem Analysis - Common issues leading to in-stay repairs include inadequate cleaning and inspection processes, aging facilities, poor maintenance, and insufficient staff training [23]. - The report identifies specific facilities and equipment that frequently require repairs, such as toilets, televisions, and air conditioning units, indicating systemic issues that need addressing [33]. 3. Operational Optimization - The report suggests that hotels should adjust their operational focus based on guest concerns, particularly regarding frequently reported repair issues. This includes enhancing maintenance plans and increasing oversight during cleaning and inspection processes [36]. - It recommends a data-driven approach to monitor repair frequencies and optimize maintenance schedules, ensuring that high-frequency repair items are prioritized [36].