Client stories

Evidence from briefings, audits, and monthly packs

These notes name specific engagements. They are not marketplace stars — they are voices from commercial meetings and night audits.

“They sat with our night audit for two mornings before drawing a single chart. The revenue board we use now matches how we already close the day — we just stopped arguing about which export was right.”

Lan Nguyen · General Manager, 68-room riverside hotel · Revenue Dashboard Commission

“The occupancy review was quieter than I expected. It did not promise a miracle season; it showed that our soft Wednesdays tracked the same corporate calendar as 2023, which let us hold rates instead of discounting early.”

Marcus Hale · Owner, boutique stay near District 1 · Occupancy Trend Review

“I wished we had cleaned our rate codes before the channel audit. Once we did, the net contribution table was blunt — OTA volume looked strong until fees landed. Useful, if a little uncomfortable in the commercial meeting.”

Hanh Pham · Revenue lead, midtown property · Guest Channel Audit

“Monthly Pulse keeps our GM meeting short. The pack arrives with two paragraphs on what moved — occupancy by day type and channel share — so we spend time deciding, not hunting spreadsheets.”

Trinh Vo · Assistant GM, business hotel · Monthly Pulse Reporting

Extended cases

Two properties, two constraints

Riverside property: rebuilding the morning revenue board

Revenue Dashboard Commission

A 68-room hotel near the Saigon River commissioned a revenue dashboard after three different sheets disagreed on ADR during Tet recovery.

The property ran a PMS, a channel manager, and a shared spreadsheet updated by reservations. Each morning the GM saw a different ADR depending on who had pasted the latest file. Breakfast packages were included in one view and excluded in another.

BrookHub spent discovery on the night audit close, then wrote a metric dictionary the revenue lead and front office both signed. The delivered board shows yesterday’s occupancy, ADR, RevPAR, and pace against the same weekday last year — nothing else on the daily view.

Weekly commercial meetings still use a deeper segment sheet. The gain was simpler: the daily stand-up now opens with one agreed set of numbers, and the monthly pulse retainer refreshes the same definitions without reopening the argument.

Channel audit after a loud OTA quarter

Guest Channel Audit

A District 3 hotel asked for a guest channel audit when occupancy looked healthy while contribution felt thin.

Volume from two large OTAs had risen through a promotional quarter. Front desk morale was high; the owner was less so after commission invoices arrived. The audit mapped rooms, ADR, fees, and cancellations by source across ninety days.

Direct and corporate stayed quieter on arrivals but stronger after fees. Late OTA cancellations clustered around discounted weekend pushes. The written brief recommended contribution targets beside occupancy targets, plus a clearer walk-in capture code so local event nights stopped vanishing into “other.”

The mild friction: cleaning rate codes took an extra week before the numbers could be trusted. Once that work finished, the commercial team had a shared language for the next contracting season.

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