True hospitality is a spiritual experience based on unconditional love, compassion, loving-kindness, and heart-warming care that touches your heart forever. But because the hotel industry has adopted unquestioningly the emotionless and mechanistic corporate concept of SOP-Customer Satisfaction for so long, the industry has lost its way. Every interaction with a guest should leave “paw prints”…
As long as the kind of thinking about the hospitality experience that is common in hotel group Executive Boards doesn’t change, the hospitality experience will continue to be stifled. As long as the Executive Boards ignore (or are unaware about) the spiritual essence of hospitality; the science about the energetic nature of the world; mankind’s…
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…
