Front Desk KPIs List

Front Desk KPIs applies to front-desk staff like receptionist, admin assistant, and front desk executive. These effective KPIs help you draw conclusive results to track the success and failure of your customer support operations.

Receptionist and Office & Admin Assistant Job Responsibilities

  • Answer the phones.
  • General filing and archiving.

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  • General office duties.
  • Manage office cleaner.
  • Office maintenance.
  • Purchase office groceries.
  • Purchase office stationary and supplies.
  • Welcoming guests & serving refreshments to visitors.

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Receptionist Objectives

Receptionists are often the first employee that the company’s guests and customers interact with. Consequently, their role is to ensure that guests and clients form a favorable opinion of the company. These KPIs track and measure the receptionist’s job efficiencies to ensure that the company retains its positive reputation.

  • Makes a good first impression – Your receptionist is often the first person with whom your customers or vendors have contact. Therefore, the receptionist needs to make a good impression on all clients, suppliers, and guests. This KPI tracks and measures the first impression that the receptionist makes when greeting company guests.
  • Provide efficient trafficking – When visitors arrive and people phone, a receptionist must know what the company does, and where everyone is situated, including product or service knowledge, to understand who the key contacts are and where to direct inquiries. This KPI measures the receptionist’s ability to handle incoming visitor and phone traffic effectively.

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  • Improve reception productivity – The receptionist may have significant free time during the day should the company receive infrequent phone calls and visitors. Consequently, the receptionist can handle one or more clerical functions to improve overall workplace productivity. This KPI tracks and measures the receptionist’s ability to increase company productivity levels during downtimes.
  • Maintain office morale – A small business’s reception is often the office’s central hub. Most employees have some contact with the receptionist daily, and they often chat about workplace news. The receptionist’s role is to maintain office morale. This KPI tracks the extent to which the receptionist is upbeat and positive.
  • Provide quality customer service – Because the receptionist provides visitors with the company’s first impression, the receptionist needs to provide quality customer service, including greeting all customers with a friendly smile, offer assistance, and be helpful in a positive manner. This KPI tracks and measures the receptionists’ ability to provide quality customer service to guests.
  • Ability to multitask – The receptionist must develop the ability to multitask, especially during the hectic times with multiple phone calls and visitors simultaneously. This KPI tracks and measures the receptionist’s ability to multitask efficiently and effectively.
  • Provide quality knowledge to guests – The receptionist’s role is to ensure all guests are well informed of the parking facilities and procedures on arrival; they are efficiently checked into their hotel rooms and are given information on local tourist attractions. This KPI tracks and measures the receptionist’s ability to provide quality knowledge to guests.
  • Reconfirm guest reservation details – The receptionist must confirm all reservation details with each guest on arrival to ensure that the hotel has the correct contact and reservation details. This KPI tracks and measures the receptionist’s ability to confirm guests’ reservation details on arrival.
  • Maintain a warm, friendly environment – The reception area or front office must remain a warm, friendly area so that guests are made to feel welcome when they arrive. This KPI tracks and measures the receptionist’s ability to provide a warm, friendly, and inviting environment.
  • Know the company’s products and services – Receptionists must have a keen understanding of the company’s value proposition or products and services to direct phone and in-person queries. This KPI tracks and measures the receptionist’s product knowledge.
  • Make customers feel welcome – The need to make customers feel welcome when they enter the reception area is critical to company success. Therefore, the receptionist must show guests the same courtesy and respect shown to a family member or close friend. This KPI tracks and measures the receptionist’s ability to make customers feel welcome.
  • Develop strong customer relationships – Part of the receptionist’s role is to develop strong customer relationships by going above and beyond for every guest. This KPI tracks and measures the extent to which the receptionist can build strong customer relationships for the company’s overall benefit.
  • Demonstrate a high level of professionalism – The receptionist is the first person in the company that guests see. Therefore, it is essential to maintain the highest level of professionalism when dealing with customers, suppliers, and other guests. This KPI tracks and measures the receptionist’s ability to maintain a high level of professionalism.
  • Prioritize workloads – A receptionist’s overall workload varies from extremely busy to relatively quiet and relaxed. Receptionists must manage their workload to complete low-priority tasks when it is quiet and not leave everything until it is due. This KPI tracks and measures the receptionist’s ability to manage their workload over time.
  • Build relationships with peers, juniors, and seniors – The reception area is the central hub of the office, as well as the business showcase. The receptionist must build relationships with peers, juniors, and seniors to display a professional front when dealing with fellow employees in front of customers. This KPI tracks the receptionist’s ability to build company-wide relationships.

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Customer service for hospitality

  • Create strong customer relationships – Going above and beyond for each and every guest.
  • Maintain a warm friendly environment – Avoid slouching, leaning over the desk, etc when serving guests.

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  • Make customer feel as if they are part of a family – Treat every guest as if they were a member of your family, show them the same courtesy and respect.
  • Professionalism – Always maintain the highest level of professionalism.
  • Provide Quality Customer Service – Greet all customers with a friendly smile, be pleasant, friendly, offer assistance and be helpful in a positive manner.
  • Provide Quality Knowledge to Guests – Ensure all guest are well informed of park facilities and procedures on arrival and given information on what to do in the surrounding areas.
  • Reconfirming Guest Data – Reconfirm all reservation details with the guest on check in to ensure we have the correct details of contact and stay.

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General duties for a Front desk executive

  • Deal with all work in a timely manner.
  • Deliver all work to a high quality standard.

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  • Ensure Office policies and procedures are implemented and applied appropriately, including the Policies and Procedures for Continuous Practice Improvement and Corporate Policy Manuals.
  • Meet agreed performance targets and standards.
  • Undertake such other duties and special assignments as may be allocated by the Manager.

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Office manager objectives

Office manager Objectives or KPIs are designed to allow companies to assess and evaluate the performance of their office manager effectively against key elements of the role. These identified objectives provide office managers with clarity on their current performance and help identify any areas where improvements are required.

  • Reduce the backlog of deferred work – The backlog of deferred work KPI measures all the delayed work that is not important enough to assign and complete in the current work week. Backlogs are measured in hours and weeks. The typical KPI goal is a backlog of four to six weeks.
  • Improve the percentage of completed work that is reactive – The percentage of completed work that is reactive KPI measures to what extent your organization is stuck in a culture of reactive maintenance or whether it is moving toward high-performance maintenance. Reactive maintenance tasks incur a substantial cost and must be reduced by moving towards increased high-performance maintenance.

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  • Improve Preventative Maintenance (PM) program compliance – Compliance with the Preventative Maintenance (PM) program translates into a disciplined PM program that completes routine inspections and maintenance tasks for all critical and non-critical equipment. This KPI measures and tracks whether the department is improving its proactive maintenance metrics or not.
  • Pareto analysis of completed work – This KPI tracks, measures, and analyzes the types of work requests that take up most of the maintenance resources. Pareto developed the 80-20 rule: 20% of a facility’s assets and equipment consume 80% of resources. Solve the challenges with the 20%, and you’ll reap 80% of the benefit.
  • Weekly work-schedule compliance – The weekly work-schedule compliance KPI measures the company’s ability to schedule and complete work for customers, with all departments working together to provide excellent customer service. It is critical to deliver the completed work on the deadline date and at the allotted time.
  • Improve customer focus – Customer focus is defined as the company’s outlook and emphasis on meeting the customer’s needs. This KPI measures how focused the company is on not only meeting the customer’s needs but going above and beyond to provide excellent customer service.
  • Improve strategic planning and delivery – The strategic planning and delivery KPI measures and tracks the strategy planning process and how successful the outcomes are. Proper strategic planning delivers actional roadmaps, whose execution is followed enterprise-wide. The higher this metric, the more successful the company strategic plans are.
  • Improve people management – The people management KPI measures and tracks the overall professionalism with which the company’s employees are managed. Happy employees translate into greater engagement and improved productivity levels. The higher this metric, the more successful the company will be.
  • Improve leadership – A successful leader is able to motivate staff and keep employees engaged, productive, as well as promotes a culture of achievement and performance: This KPI measures and tracks how employees respond to management’s direction. The higher the metric, the greater the chance the company will increase its bottom line.
  • Improve the focus on results – The focus on results KPI measures the extent to which management focuses on achieving results. A leader’s performance depends on how result-orientated and focused the leader is. The higher the focus on results, the greater the chance of achieving these outcomes.
  • Improve leadership influence – Thought leadership and influence go together. Thought leaders are authentic, respected, original, and trusted. This KPI measures the impact that leaders have on their employees. The higher this metric, the more influential the leaders are. There is a difference between positive and negative influence. Leaders must exert a positive influence.
  • Improve teamwork – Measuring and improving teamwork is a critical part of ensuring that employees meet their individual, team, and company-wide goals. This KPI tracks and measures the team’s efficiencies and individual members’ ability to work together towards a common goal.
  • Improve initiative – The initiative KPI is defined as a measurement of the office manager’s ability to take the lead and find innovative solutions to challenges. The higher this metric, the greater the company’s chance of achieving its measurable outcomes.

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Front-of-House (Hotel) Objectives

The hotel front-of-house KPIs or objectives track and measure the front-of-house employees’ productivity, efficiency, and customer service in relation to the different room occupation metrics.

  • Improve the Average Room Rate per room – This KPI tracks and measures the average room rate (ARR) over time. It is the average rate per occupied, paid room. It is calculated by dividing the total revenue earned by the number of occupied, paid rooms in the same period: the higher this metric, the greater its profit potential.
  • Improve the average rate per guest – The average rate per guest KPI measures and tracks the average income generated per guest over time. This metric is calculated by dividing the total room revenue by the total number of guests over the same period. The higher the average rate per guest, the greater the hotel’s profitability metrics.

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  • Improve the bedroom occupancy rate – The bedroom occupancy rate KPI is an operating ratio that measures the number of rooms occupied versus the number of rooms occupied over time. Managers rely on this ratio to determine whether the premises is utilized efficiently and whether expansion is possible.
  • Improve the Revenue per Aavailable Room (RevPAR) – This KPI measures and tracks the ratio between the revenue generated per available room versus the total number of available rooms. The higher this ratio, the higher the establishment’s efficiencies and profitability metrics.
  • Improve (reduce) the cost per occupied room – This KPI tracks and measures the cost per occupied room. It is calculated by dividing the total cost of the occupied rooms by the total number of rooms: the lower this metric, the greater the establishment’s profitability levels.
  • Improve the potential average room rate – This KPI tracks and measures the hotel’s yield statistics. Measuring these numbers is one of the front office’s main computations. The potential average rate demonstrates the revenue generated if all of the rooms were occupied at their published rate.
  • Improve the room achievement factor – The Room Achievement Factor, also known as the Potential Rate Percentage of a hotel. It is the percentage of the published room rate that the hotel actually receives by selling their rooms. This ratio is calculated by dividing the Actual Average Rate (ARR) by the Potential Average Room Rate.
  • Improve (reduce) the room’s labor cost – The labor cost percentage per room measures and tracks the labor cost involved to clean and maintain each room. It is calculated by dividing room payroll and related expenses by overall room revenue. The lower this ratio, the greater the hotel’s profitability metrics.

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Office Administrator Objectives

Office administrator objectives are defined as a set of Key Performance Indicators designed to measure and track the office manager’s work efficiencies.

  • Organize and schedule meetings and appointments – Meetings and appointments are an essential part of running a successful office or department. This KPI measures and tracks the office manager’s ability to organize and schedule meetings and appointments. The higher this metric, the more efficient the office manager.
  • Organize office operations and procedures – This KPI measures and tracks the office manager’s ability to organize office operations and procedures. The more organized the office is the higher employee engagement and productivity, and the higher the company profitability metrics.

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  • Coordinate with the IT department on all office equipment requirements – This KPI tracks and measures the extent to which the office manager coordinates with the IT department on all office equipment requirements. The higher this metric, the greater the department’s efficiencies, output, and productivity, the more successful the company.
  • Manage relationships with vendors, service providers, and landlords, ensuring that all items are invoiced and paid on time – This KPI tracks and measures the extent to which the office manager manages relationships with vendors, service providers, and landlords, ensuring that all items are invoiced and paid on time. The higher the metric, the more efficient and successful the company’s admin department or office.
  • Manage contract and price negotiations with office vendors, service providers, and office leases – This KPI tracks and measures the office manager’s ability to successfully manage contract and price negotiations with office vendors, service providers, and office leases. The higher this metric, the greater the company’s profitability levels.
  • Provide general support to visitors – Visitors to the company must be taken care of, ensuring their comfort before, during, and after scheduled meetings. This KPI tracks and measures the extent to which the office manager makes sure that general support is provided to visitors.
  • Responsible for creating PowerPoint slides and creating PowerPoint presentations – The admin office staff are responsible for creating PowerPoint slides and creating PowerPoint presentations. This KPI tracks and measures the extent to which the office manager facilitates the successful creation of PowerPoint presentations.
  • Manage executives’ schedules, calendars and appointments – Personal assistants and admin staff are responsible for managing executives’ schedules, calendars, and appointments. This KPI tracks and measures the office manager’s ability to ensure that the executives’ schedules, calendars, and appointments are efficiently managed.
  • Point person for maintenance, mailing, shipping, supplies, equipment, bills, and errands – This KPI tracks and measures how well the office manager is the point person for maintenance, mailing, shipping, supplies, equipment, bills, and errands. The more efficient the office manager, the more engaged and productive the admin department or office.
  • Establish a historical reference for the office by outlining procedures for protection, retention, record disposal, retrieval, and staff transfers – This KPI tracks and measures the office manager’s ability to establish a historical reference for the office by outlining procedures for protection, retention, record disposal, retrieval, and staff transfers. The higher this metric, the more successful the admin department as all policies and procedures are clearly outlined.
  • Ensure office efficiency is maintained by carrying out planning and execution of equipment procurement, layouts, and office systems – This KPI tracks and measures the extent to which the office manager ensures office efficiency is maintained by planning and executing equipment procurement, layouts, and office systems. The higher this KPI, the more engaged and productive admin office employees will be.
  • Responsible for developing and implementing office policies by setting up procedures and standards to guide the operation of the office – This KPI tracks and measures the extent to which the office manager is responsible for developing and implementing office policies by setting up procedures and standards to guide the office’s operation. The higher this metric, the greater the admin office staff’s engagement, productivity, and output.
  • Ensure that results are measured against standards, while making necessary changes along the way – Part of the office manager’s role is to ensure that results are measured against standards while making necessary changes along the way. This KPI tracks and measures the extent to which the office manager fulfills this requirement. The higher this KPI, the more successful and productive the admin department staff.
  • Allocate tasks and assignments to subordinates and monitor their performance – This KPI tracks and measures how well the office manager allocates tasks and assignments to subordinates and monitors their performance.
  • Assign and monitor clerical, administrative, and secretarial responsibilities and tasks among office staff – This KPI is designed to measure and track the office manager’s ability to assign and monitor clerical, administrative, and secretarial responsibilities and tasks among office staff. The more able the office manager, the more successful and productive the admin department employees are.
  • Perform review and analysis of special projects and keep the management properly informed – One of the office manager’s roles is to perform review and analysis of special projects and to keep the management properly informed. This KPI tracks and measures the office manager’s successes and efficiencies in this role. The higher this metric, the more successful the office manager.
  • Determine current trends and provide a review to management to act on – Part of the office manager’s role is to determine current trends and provide a review to management to act on. This KPI tracks and measures the extent to which the office manager adds value to this role. The higher this metric, the greater the office manager’s ability to determine trends.
  • Responsible for recruiting staff for the office and providing orientation and training to new employees – The office manager is responsible for recruiting staff for the office and providing orientation and training to new employees. This KPI tracks and measures the extent to which the office manager fulfills this role; thereby, ensuring successful new employee recruitment, hire, and on-boarding.
  • Ensure top performance of office staff by providing them adequate coaching and guidance – This KPI tracks and measures the extent to which the office manager ensures the top performance of office staff by providing them adequate coaching and guidance. The higher this metric, the greater the office staff performance metrics, and the more productive and engaged employees will be.
  • Responsible for ensuring office financial objectives are met – The office manager is responsible for ensuring that office financial objectives are met by preparing the office’s annual budget, planning the expenditures, analyzing variances, and carrying out necessary corrections that may arise. This KPI tracks and measures the extent to which the office manager can fulfill this role’s financial objects.
  • Participate actively in the planning and execution of company events – Part of the office manager’s role is to participate actively in the planning and executing company events. This KPI tracks and measures how well the office manager participates in the planning and running of company events.
  • Responsible for developing standards and promoting activities that enhance operational procedures – The office manager is responsible for developing standards and promoting activities that enhance operational procedures. This KPI tracks and measures the extent to which the office manager takes responsibility for this role. The higher this metric, the greater the office staff’s engagement, output, and productivity levels.
  • Allocate available resources to enable successful task performance – One of the office manager’s key performance areas is the allocation of available resources to enable successful task performance. This KPI tracks and measures how well the office manager allocates available resources to ensure successful task completion with high output and performance levels.
  • Coordinate office staff activities to ensure maximum efficiency – The office manager’s role is to coordinate office staff activities to ensure maximum efficiency. This KPI tracks and measures the extent to which the office manager is able to coordinate office staff activities for maximum efficiency.
  • Evaluate and manage staff performance – A core competency for the office manager role is to evaluate and manage staff performance. This KPI tracks and measures the office manager’s ability to assess and manage staff performance. The higher this metric, the more engaged and productive admin office employees are.
  • Coach, mentor, and discipline office staff – One of the office manager’s key performance areas is to coach, mentor, and discipline office staff. This KPI tracks and measures how well the office manager embraces this role and coaches, mentors, and disciplines office staff.
  • Design and implement filing systems – This KPI tracks and measures the office manager’s ability to design and implement office filing systems. This higher this metric, the more successful the office manager, the greater the admin staff’s productivity, and output.
  • Ensure filing systems are maintained and current – Not only is it necessary for the office manager to design and implement optimal filing systems, but it is equally essential to ensure that filing systems are maintained and current. This KPI tracks and measures how well the office manager makes sure that current filing systems are well maintained.
  • Establish and monitor procedures for record-keeping – The office manager’s role is to establish and monitor procedures for record-keeping. This KPI measures and tracks the extent to which the office manager establishes and monitors the record-keeping practices. This higher this metric, the more efficient the admin office’s record-keeping processes.
  • Ensure security, integrity and confidentiality of data – A critical part of the office manager’s role is to ensure that data security, integrity, and confidentiality are maintained to the highest security and quality levels. This KPI tracks and measures the extent to which the office manager maintains data security, integrity, and confidentiality standards.
  • Design and implement office policies and procedures – Part of the office manager’s role is to design and implement office policies and procedures. This KPI tracks and measures the office manager’s ability to fulfill this role. The higher this metric, the greater the office staff’s engagement, productivity, and output.
  • Analyze and monitor internal processes – This KPI tracks and measures the office manager’s ability to analyze and monitor internal processes. This role is an essential part of the office manager’s key performance areas. The higher this metric, the more engaged, successful, and productive office employees are.
  • Implement procedural and policy changes to improve operational efficiency – Operational efficiency is a core aspect of a successful, profitable company. The office manager’s role is to implement procedural and policy changes to improve operational efficiency within the admin department or office. This KPI tracks and measures the manager’s ability to implement these changes to improve operational efficiencies.
  • Manage internal staff relations – Maintaining internal staff relations is an essential part of ensuring a productive workplace environment. This KPI tracks and measures the office manager’s ability to maintain internal staff relations to ensure that the office employees remain engaged and productive.
  • Maintain a safe and secure working environment – A safe and secure working environment translates into engaged, productive staff. One of the office manager’s core roles is to ensure that the office environment is maintained as a safe and secure working environment.

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The front-of-house or front-desk staff are seen to be the “face of the company.” This fact can translate into organizational success or failure. Therefore, receptionist and office admin KPIs or core competencies must be tracked real-time to ensure operational success. Real-time measurement has a unique advantage over bi-annual or annual KPI tracking: negative trends are halted timeously, and organizational focus is shifted to ensuring positive employee behaviors.

The receptionist key performance indicators include improvement of reception productivity, answering company telephones professionally, interact positively with customers forging strong customer relationships, and ensure that office policies, processes, and procedures are successfully implemented.

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