A revolution in hospitality will happen, I believe, when there are many more female CEOs in hotel group Boardrooms, and the Boards are 50%+ female. I believe that it is much easier for women to see that hospitality has become disconnected from its timeless essence of love, kindness, compassion, and heart-warming care. The male-dominated Boards cannot see this, and they persist with the obsolete concept of SOP-Customer Satisfaction.
I have written individually to the Board members of 70+ hotel groups 3 years in a row, and none seems to understand this. (Two people nearly did, to be fair.)
If women ran the hotel industry, I doubt that we would have seen a proliferation of brands because when you are aware of the astonishing impact that hospitality can have when it is connected to its timeless essence, the differentiator between hotels becomes the energy and spirit of the hospitality and not the physical aspects.
The spirit of loving kindness and compassion, and the energy staff exude and which guests feel, can be increased limitlessly when you know how. Maybe in 20 or so years hotel Boards will discover this. When they do, hospitality will evolve in ways, which we can scarcely imagine now.
