Revenue Leakage in Hotel Distribution Channels: The Role of Commission Schemes at Swiss-Belinn Kemayoran

Abstract

This study aims to analyze Revenue Leakage arising from distribution channel mismatches and differences in commission schemes in room bookings at Swiss-Belinn Kemayoran Hotel. The study employs a mixed-method approach with a sequential explanatory design, combining quantitative and qualitative analyses based on reservation data, commission reports, and in-depth interviews with relevant informants during the January–December 2025 period. The findings indicate that room reservations were generated through 14 distribution channels, with 63.65% concentrated in four major channels: Government, Traveloka, Corporate, and Agoda. Commission schemes across the channels were categorized into three groups: zero commission, 15% commission, and 18% commission. The Welch ANOVA results indicate statistically significant differences in net revenue across distribution channels (Sig. = 0.000). Total Revenue Leakage attributable to commission costs during the study period amounted to IDR 2,106,701,384, equivalent to 7.93% of total gross revenue, with Traveloka and Agoda representing the largest contributors. Based on these findings, the study proposes five control strategies: channel mix optimization, commission renegotiation, strengthening direct bookings, digitalization of data reconciliation, and enhanced interdepartmental coordination to minimize Revenue Leakage and improve hotel profitability