Chapter 24 - The Sofia program changes
The Sofia program no longer depended on hotel managers deciding whether subsidized rooms harmed revenue.
The foundation created a centralized booking system.
Hospital social worker approves.
Foundation confirms.
Hotel inventory reserved in advance.
Any relocation requires:
Family consent.
Foundation authorization.
Actual-cost reporting.
Transportation equivalent.
Meal benefit preserved.
No mysterious management fee.
Families receive a direct hotline outside the hotel chain.
If a property cannot honor a room, the foundation knows immediately.
The Bellweather still participated.
Why not punish it by leaving?
Because hundreds of employees had done nothing wrong.
Because location mattered to families.
Because reform can be more useful than abandonment when systems are repairable.
The number of complaints fell.
More importantly, we finally measured something other than room nights.
Distance to hospital.
Relocation frequency.
Unplanned family expense.
Accessibility.
Those metrics made certain decisions impossible to hide behind RevPAR.
Dominic had optimized what we measured.
May you like
So we changed what mattered.
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