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 / Design / Room Amenities / Bathroom Amenities / The Spa / Beds / Smells / Technology / CRM / etc. again. The Next Big Thing is surely there. Yes, siree!”
Corporate hoteliers keep looking outwards for the Next Big Thing while it is inside them … us. They won’t find it in some material thing that can be bought or by changing the Lobby again.
The industry is completely unaware that the hotel guest industry will be revolutionised when the spiritual qualities of love and compassion become the essence of hospitality again, and the industry discovers how to use human energy to transform the guest experience and to create in hotel staff the desire to want to show love and compassion to every guest. Until then, the industry will continue to go in circles searching desperately for the Next Big Thing..
