I think that the trend towards introducing more and more technology into hotels reflects how the hotel industry has lost its way, and how it is searching with some desperation to infuse hospitality with what hoteliers feel instinctively is missing. What is missing is the spiritual essence of hospitality, namely loving-kindness and compassion, and the…
No disrespect intended, but hotel group CEOs are missing the irony of their prophecies about the “Next Big Thing”. They are all looking outwards for physical, tangible things – things which they can buy – and which they think or hope will change the hospitality experience. They have worked through more than one repeat-cycle of…
When a hotel group CEO leaves a hotel company, the tendency nowadays is to measure a CEO’s legacy essentially by how much bigger he made the company in size, and by how much the share value rose. Should we not also be judging the CEO’s legacy by asking how much the CEO made the company…
A man called Dr. Vladimir Poponin conducted some experiments in the early 1990s that are very relevant to the hotel industry. His finding is called “the DNA Phantom Effect”. Before his work, science had already demonstrated that our emotions affect our DNA either positively or negatively, depending on the nature (vibration or energy) of our…
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…