Blogs About Heart-Based Hospitality

The hotel industry is stuck in a well-worn rut, and I don’t think that hoteliers realise this. New technology, virtual this and that, new beds, new room designs, new architecture, new spa treatments, etc., will not lift the industry out of the rut and transform the hospitality experience. Why? Because guests are human beings, and…

The video clip shows the current problem in the hotel industry – the industry’s focus on service excellence according to mechanical SOPs. The video clip is about how a bird shows unconditional love. A hotel corporate office would create an SOP for the bird’s action that describes how the bird should land and then stand.…