I think that the hotel industry generally knows that SOP-Customer Satisfaction is a worn-out concept, which doesn’t meet the various needs of guests beyond providing efficiency, and even a high degree of that cannot be guaranteed. You can see this in the way that hotel groups create new names for their guest experience.
For example, Banyan Tree Resorts has created the mantra, “I Am With You”; IHG now provides “True Hospitality” (Didn’t they before?); Wyndham now has “Count on Me”; several more hotel groups say they now provide “Authentic Hospitality; while many more “care for” and “satisfy” their guests as before without any fancy new corporate mantra.
Accor now calls their concept “Hospitality from the Heart” and calls their employees “Heartists”. But like all hotel groups, it seems, Accor won’t include in the group’s core values the essential core values of hospitality, which are the main core values of unconditional love, namely loving-kindness (metta), compassion, and heart-warming care. The Executive Board’s unawareness of the essence of hospitality can be seen at their All Heartists’ website where they state:
“We dare to reimagine hospitality not as a place or service, but connected moments. Whether you want to live, work or play.”
It won’t be long before hotel groups realise that the latest mantra didn’t transform the guest experience and so they will create another new mantra in order to try to brighten up their SOP-Customer Satisfaction guest experience. But whatever you call it, it is still the same old, very limited SOP-Customer Satisfaction guest experience because the concept is a quality-oriented concept that is disconnected from the spiritual essence of hospitality, which is unconditional love. It doesn’t matter what you call a propeller plane. If the plane has turboprop engines, you won’t create a sonic boom.
Hotel groups generally seem to know that there is something wrong with and missing in SOP-Customer Satisfaction, but they don’t know how to deal with the problem. So corporate offices try to revamp their SOP-Customer Satisfaction experience by creating new names for their guest experience while unavoidably providing the same SOP-Customer Satisfaction experience.
The word “heart” is now appearing more and more on hotel websites and soon it will become the latest industry bandwagon to jump onto. Indeed, it won’t be long before corporate Public Relations Departments are all shouting from the hills, “Yes, we provide hospitality from the heart!” But a renamed and revamped SOP-Customer Satisfaction experience is a far cry from Heart-Based Hospitality.
Heart-Based Hospitality is a completely new direction that provides an energetic hospitality experience, which is strong in unconditional love, compassion, loving-kindness, and heart-warming care. It is not another fancy word for SOP-Customer Satisfaction. Executive Boards just cannot fathom that by developing spiritual capacity and by working with energy you can transform the spirit of hospitality and the energetic feeling of the staff and the hotel.
To create Heart-Based Hospitality you have to develop spiritual capacity because this opens the heart and enables your spiritual qualities to blossom. It thereby ignites an increasingly stronger desire to show unconditional love, compassion, and loving-kindness to everyone. Can you imagine an Executive Board member anywhere saying this to their colleagues and CEO at a Board meeting? … No, nor can I. Yet it is not hard to do and the effect on the hospitality experience is significant.
You also have to work with heart energy and the energy that is all around us. When you raise your vibration and the coherence of your heart, for example, you change the energetic feeling of the environment and people around you. Can you imagine an Executive Board member anywhere saying this to their colleagues and CEO at a Board meeting? … No, nor can I.
You also have to align your organizational systems with the new concept and direction, particularly Human Resources Department systems and the SOP manuals, if you still use this 20th century name. These and other organizational systems as well as the operational manuals are currently all aligned with SOP-Customer Satisfaction. Unless they are changed and/or adapted, you will not be able to create Heart-Based Hospitality in the hotel group. Therefore, they all need to be adapted or changed. Can you imagine an Executive Board member anywhere saying this to their colleagues and CEO at a Board meeting? … No, nor can I. But this too is a necessary part of creating Heart-Based Hospitality.
Heart-Based Hospitality will revolutionise hospitality and the hotel industry in the future. But unfortunately, hotel group Executive Boards are not open to such changes or interested in providing hospitality rooted in the unconditional love essence of hospitality. How do I know? Because I write to the Board members every 1-2 years and their occasional replies show this.
It seems that the best the current generation of Executive Board members (including CEOs) can do is to use the word “heart” in their collateral while not really understanding how it fits into hospitality. Moreover, unconditional love and energy seem to be unacceptable words in corporate offices.
I think that the day will come when a corporate office somewhere will realize what Heart-Based Hospitality is and will learn how to provide it in all of the group’s hotels. Then in true hotel industry bandwagon fashion one by one other hotel groups will start to say that they also provide it. The hotel industry loves bandwagons! But none of them will be providing authentic Heart-Based Hospitality except the one that learned how to create it.
I’ve already seen one General Manager state on TripAdvisor that his resort provides Heart-Based Hospitality. I doubt if the GM knows fully what Heart-Based Hospitality is. The CEO of a certain hotel group seems to think that her group’s latest revamp of SOP-Customer Satisfaction is the same. But you can tell if a hotel or hotel group is really providing it by looking at the core values in their mission and vision statement. If neither “loving-kindness”, “compassion”, “unconditional love”, or “heart-warming care” are there, then they are not at this level.
My concern is that the concept and direction of Heart-Based Hospitality will be hijacked by hotel group Executive Boards like happened to the earlier spiritual hospitality concept of Creating Truly Memorable Experiences. The spiritual nature of the concept was removed and the concept was reduced to SOP-Customer Satisfaction with the addition of a few bells. It remains in this condition still today.
So, I ask hotels and hotel groups not to jump on the “Heart” bandwagon by saying that they provide Heart-Based Hospitality unless they have created it properly. Heart-Based Hospitality is the only door that the hotel industry hasn’t opened. It provides a path to revolutionizing hospitality and to enabling the industry to climb out of the Rut of Tradition. If hotels say that they provide it while still providing the traditional SOP-Customer Satisfaction experience, they will be doing the industry a great disservice.
Please Don’t Say You Provide Heart-Based Hospitality If You Don’t
I think that the hotel industry generally knows that SOP-Customer Satisfaction is a worn-out concept, which doesn’t meet the various needs of guests beyond providing efficiency, and even a high degree of that cannot be guaranteed. You can see this in the way that hotel groups create new names for their guest experience.
For example, Banyan Tree Resorts has created the mantra, “I Am With You”; IHG now provides “True Hospitality” (Didn’t they before?); Wyndham now has “Count on Me”; several more hotel groups say they now provide “Authentic Hospitality; while many more “care for” and “satisfy” their guests as before without any fancy new corporate mantra.
Accor now calls their concept “Hospitality from the Heart” and calls their employees “Heartists”. But like all hotel groups, it seems, Accor won’t include in the group’s core values the essential core values of hospitality, which are the main core values of unconditional love, namely loving-kindness (metta), compassion, and heart-warming care. The Executive Board’s unawareness of the essence of hospitality can be seen at their All Heartists’ website where they state:
“We dare to reimagine hospitality not as a place or service, but connected moments. Whether you want to live, work or play.”
It won’t be long before hotel groups realise that the latest mantra didn’t transform the guest experience and so they will create another new mantra in order to try to brighten up their SOP-Customer Satisfaction guest experience. But whatever you call it, it is still the same old, very limited SOP-Customer Satisfaction guest experience because the concept is a quality-oriented concept that is disconnected from the spiritual essence of hospitality, which is unconditional love. It doesn’t matter what you call a propeller plane. If the plane has turboprop engines, you won’t create a sonic boom.
Hotel groups generally seem to know that there is something wrong with and missing in SOP-Customer Satisfaction, but they don’t know how to deal with the problem. So corporate offices try to revamp their SOP-Customer Satisfaction experience by creating new names for their guest experience while unavoidably providing the same SOP-Customer Satisfaction experience.
The word “heart” is now appearing more and more on hotel websites and soon it will become the latest industry bandwagon to jump onto. Indeed, it won’t be long before corporate Public Relations Departments are all shouting from the hills, “Yes, we provide hospitality from the heart!” But a renamed and revamped SOP-Customer Satisfaction experience is a far cry from Heart-Based Hospitality.
Heart-Based Hospitality is a completely new direction that provides an energetic hospitality experience, which is strong in unconditional love, compassion, loving-kindness, and heart-warming care. It is not another fancy word for SOP-Customer Satisfaction.
To create Heart-Based Hospitality you have to develop spiritual capacity because this opens the heart and enables your spiritual qualities to blossom. It thereby ignites an increasingly stronger desire to show unconditional love, compassion, and loving-kindness to everyone. Can you imagine an Executive Board member anywhere saying this to their colleagues and CEO at a Board meeting? … No, nor can I. Yet it is not hard to do and the effect on the hospitality experience is significant.
You also have to work with heart energy and the energy that is all around us. When you raise your vibration and the coherence of your heart, for example, you change the energetic feeling of the environment and people around you. Can you imagine an Executive Board member anywhere saying this to their colleagues and CEO at a Board meeting? … No, nor can I.
You also have to align your organizational systems with the new concept and direction, particularly Human Resources Department systems and the SOP manuals, if you still use this 20th century name. These and other organizational systems as well as the operational manuals are currently all aligned with SOP-Customer Satisfaction. Unless they are changed and/or adapted, you will not be able to create Heart-Based Hospitality in the hotel group. Therefore, they all need to be adapted or changed. Can you imagine an Executive Board member anywhere saying this to their colleagues and CEO at a Board meeting? … No, nor can I. But this too is a necessary part of creating Heart-Based Hospitality.
Heart-Based Hospitality will revolutionise hospitality and the hotel industry in the future. But unfortunately, hotel group Executive Boards are not open to such changes or interested in providing hospitality rooted in the unconditional love essence of hospitality. How do I know? Because I write to the Board members every 1-2 years and their occasional replies show this.
It seems that the best the current generation of Executive Board members (including CEOs) can do is to use the word “heart” in their collateral while not really understanding how it fits into hospitality. Moreover, unconditional love and energy seem to be unacceptable words in corporate offices.
I think that the day will come when a corporate office somewhere will realize what Heart-Based Hospitality is and will learn how to provide it in all of the group’s hotels. Then in true hotel industry bandwagon fashion, one by one other hotel groups will start to say that they also provide it. The hotel industry loves bandwagons! But none of them will be providing authentic Heart-Based Hospitality except the one that learned how to create it.
I’ve already seen one General Manager state on TripAdvisor that his resort provides Heart-Based Hospitality. I doubt if the GM knows fully what Heart-Based Hospitality is. The CEO of a certain hotel group seems to think that her group’s latest revamp of SOP-Customer Satisfaction is the same. But you can tell if a hotel or hotel group is really providing it by looking at the core values in their mission and vision statement. If neither “loving-kindness”, “compassion”, “unconditional love”, or “heart-warming care” are there, then they are not at this level.
My concern is that the concept and direction of Heart-Based Hospitality will be hijacked by hotel group Executive Boards like happened to the earlier spiritual hospitality concept of Creating Truly Memorable Experiences. The spiritual nature of the concept was removed and the concept was reduced to SOP-Customer Satisfaction with the addition of a few bells. It remains in this condition still today.
So, I ask hotels and hotel groups not to jump on the “Heart” bandwagon by saying that they provide Heart-Based Hospitality unless they have created it properly. Heart-Based Hospitality is the only door that the hotel industry hasn’t opened. It provides a path to revolutionizing hospitality and to enabling the industry to climb out of the Rut of Tradition. If hotels say that they provide it while still providing the traditional SOP-Customer Satisfaction experience, they will be doing the industry a great disservice.
