To me the industry’s focus yet again on the Lobby shows how hotel group corporate offices continue to scratch their heads about what to do to create an exceptional guest experience. The industry goes in a circle in which people revisit the same areas again and again. “Let’s look at the Lobby / Colours /…
I think that hoteliers have got so used to the traditional way of creating the guest experience by training mechanical-like SOPs and service steps, which produces a rather mechanistic, emotionless kind of guest experience. I don’t think that they can imagine a better way to creating hospitality. They certainly can’t conceive that limitless, higher levels…
I love this article! It shows that the hotel industry is looking desperately for the Next Big Thing and just can’t find it anywhere. Everyone thinks that creating a brand is it, so they are all dashing down this path. “We have 100 brands! We’re the best!” When the total of brands reaches 3,000, 4,000,…
The message here is simple: Question the status quo. Don’t just accept the current ideas, direction, and guest experience concept of the leading hotel groups. The hotel industry needs rebels and non-conformists – lots of them! Otherwise, mankind will be stuck with the SOP-Customer Satisfaction guest experience for goodness knows how many more years. There…
A revolution in hospitality will happen, I believe, when there are many more female CEOs in hotel group Boardrooms, and the Boards are 50%+ female. I believe that it is much easier for women to see that hospitality has become disconnected from its timeless essence of love, kindness, compassion, and heart-warming care. The male-dominated Boards…
The global hotel industry uses an obsolete concept, which I call SOP-Customer Satisfaction, to create the guest experience. It is mechanistic in nature and denies the existence of consciousness and its effect on the world. It also does not accept that mind affects matter, and that our thoughts, feelings, and emotions can affect other people…