This topic will sound silly, I’m sure, to hoteliers who have never cared for cats, but if you have you will know how understanding cats and applying the lessons they can teach us could revolutionise hospitality. Indeed, they can help hoteliers and especially Executive Board members to discover the spiritual essence of hospitality, which is…
Hotel group Executive Board members should ask themselves: “Why is this so?” Because then they will realise what is wrong with their focus on SOP-Customer Satisfaction service manuals and what they need to do to create even a modicum of the feelings that a cat can create.
I recently came across an article called Service Excellence in the Hospitality Industry: All About Emotions! In it the General Managers of two luxury hotels in Paris outline many of the actions that hotel staff can take to provide a luxury hotel guest experience that is at the pinnacle of “impeccable” service excellence while also…
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…
True hospitality comes from a heart that is soaked with unconditional love and compassion. It’s a spiritual and energetic experience that exerts a healing effect on you and instils a feeling of peace. It’s truly beautiful! As you develop the spiritual capacity of the employees, they become more and more soft-hearted and tender-hearted, and their…
Just imagine what a hotel’s hospitality experience would be like if all of the employees provided unconditional love, metta loving-kindness, compassion, and heart-warming care at the spiritual and energetic level in the photograph below: Wouldn’t it be wonderful? Do we all need this? … I think we all do. Would we stay at such a…
Sadly, the header is true, I believe. Why is it true? I think it is because generations of hoteliers have copied what the big hotel chains do; they have copied and adapted corporate SOP manuals; they have held in unquestioning esteem famous CEOs and hotel group owners and founders; generations of Executive Boards seem to…
“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…
