High School Physics

Does anyone remember learning about a guy named Lord Kelvin? He was a Scottish mathematician who came up with the value of “absolute zero,” the temperature at which all motion stops. We may have a hard time applying this to hotels, unless we are looking at Sunday occupancies, but one aspect that we can apply from Lord Kelvin’s work is a quote I have heard dozens of times over the years.

“If you cannot measure it, you cannot improve it.” Lord Kelvin

This statement is the thinking behind guest satisfaction reports, lost revenue reports, suite shop profitability, website compliance reports and just about every other report that comes out of our corporate offices. I like to think that we have a lot of smart people working in our company who receive these valuable reports. If reports are used correctly, we can see where we are, where we need to be and how to get there. However, if we can’t get there on our own, there are resources within the company to help us. We just need to ask.

I hope that everyone takes the time to look at those reports and put actions in place to improve performance. Running hotels isn’t simple, but processes like this simply make sense.