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As my previous article 𝐓𝐡𝐞 𝐅𝐮𝐧𝐝𝐚𝐦𝐞𝐧𝐭𝐚𝐥 𝐏𝐫𝐨𝐛𝐥𝐞𝐦 𝐰𝐢𝐭𝐡 𝐂𝐨𝐫𝐩𝐨𝐫𝐚𝐭𝐞 𝐌𝐢𝐬𝐬𝐢𝐨𝐧 𝐒𝐭𝐚𝐭𝐞𝐦𝐞𝐧𝐭𝐬 explained, a common theme in hotel mission (and vision) statements is STILL SOP-Customer Satisfaction in some form or another. The concept is like a worn-out and old donkey that is still being used to carry people and goods, and which should have been allowed…

There is increasing awareness in the hotel industry that something intangible is missing in the hospitality experience because generally speaking it is not making the sought-after emotional connection to the guest’s heart, which will increase revenue and make guests flock to the brand. Hospitality still feels energetically and emotionally weak in spite of all efforts…

“How can we all show genuine empathy, make sure that a smile is somehow evident over a phone? We need to find a solution, and then impart it to the entire cast, again and again.” Also: “Everything must be genuine, and come from the heart, with more than a hint of vulnerability.” Chintan Dadhich, General Manager…

The feeling in the quotation expresses part of the essence of hospitality. Covid has done me a favour by enabling me to withdraw from working in the hotel industry. I spend all my time now helping governments and farmers in Africa to implement regenerative agriculture so as to provide food security. I had become disillusioned…

Introduction The hospitality industry has lost its way and nobody dares to point this out in articles or at hotel conferences. Hospitality is about unconditional love and the hospitality experience should radiate the energy and spirit of unconditional love, but hotel group Executive Boards continue to be blind to this. This article serves to cast…