Hilton has announced Tapestry Collection as its newest brand. It is envisaged to be a brand of boutique-style hotels. All of the big chains have now created new brands for boutique-style or independent hotels or have taken over an existing group of such hotels. The big chains obviously understand that guests are preferring more and…
There is a significant wind of change blowing, which seems to have blindsided all the hotel industry visionaries and gurus, namely the demise of the current guest experience concept called SOP-Customer Satisfaction, and its replacement with energetic Heart-Based hospitality. In my opinion, the whole hotel industry is looking in the wrong direction for the Next…
When you are a dweller in the deep Rut of Tradition, you can only see things in the same way as all the other Rut dwellers. A CEO should surround himself with people who come from outside the Rut in the Land of Opportunity. I think that just about every CEO is in the same…
It is an unnecessary and pointless rat race to get involved in. Hotels will never be able to upgrade to the latest technology for obvious reasons. It is like trying to satisfy Imelda Marcos’ infamous thirst for shoes. Material things will never make the guests happy, even if you fill each room with every latest…
Hotel corporate offices know that there is something wrong with their guest experience. They know that something is missing from their core brand. But creating new brands will not solve the problem because they are creating those new brands with the same thinking and hospitality-concept, which caused the problem in the first place. The hospitality…
The heart produces the body’s electromagnetic energy field. Heart-Based hospitality changes the energy of the guest experience by working on the body’s heart energy. Each individual’s thoughts, attitudes, and emotions emit energetic fields, and this is very relevant to the hotel industry, even though it is ignored. These individual field environments not only affect you,…
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,…