Subtract to improve. Less can mean more!

As a hotel manager, my conversations with my GM often revolve around ways to enhance our property and improve our services. We try to keep up with the latest trends and offer more choices to our guests, whether it's new restaurant menus or enticing packages. But after a few years of these additions, we start to wonder if they actually make a difference.

We tend to think that more options lead to greater satisfaction. We assume that offering more menu items and richer sauces will make dining experiences better. But according to civil engineer Leidy Klotz who explores the intersection of behavioral science and engineering, less can actually be more when it comes to improving and enhancing a system.

In his 2021 book, Subtract: The Untapped Science of Less, Klotz explores the concept of subtraction as a way to create sustainable systems that improve people's quality of life. He argues that instead of constantly adding more choices and options, we should focus on removing unnecessary elements and simplifying processes.

This idea can be applied to the hospitality industry as well. Instead of adding more menu items, we could focus on perfecting a few signature dishes. Instead of offering a wide range of packages, we could simplify our offerings and make them more targeted to specific guest needs.

But how do we know what to subtract? Klotz suggests using a "subtraction checklist" to identify unnecessary elements. This can include asking questions like "What can we remove without reducing functionality?" and "What can we remove without reducing enjoyment?"

Using subtraction as a tool for improvement, we can create more efficient and sustainable systems that ultimately lead to greater guest satisfaction. It's not about offering more choices, but about offering the right choices that truly enhance the guest experience.

As hotel managers, we should constantly look for ways to improve and enhance our properties and services. But instead of always adding more, we should consider the power of subtraction. By simplifying and streamlining our offerings, we can create a more sustainable and satisfying guest experience.