Over recent years I have tried several times to interest the Executive Boards of over 60 hotel groups in the possibilities available to them by moving on to the Quantum worldview. However, it has become very clear to me that instead of welcoming new, unfamiliar ways of thinking as a gateway to creating new levels of hospitality, the comfort zone of the familiar, mechanical Newtonian worldview is too attractive. This is a shame because the new Quantum paradigm will open up wonderful, new possibilities for hospitality, which the industry can only dream of.
Mankind is experiencing at multiple levels an existential crisis, with seemingly intractable economic, environmental, health, social, and political problems of such magnitude that solutions are hard to find. As Albert Einstein once said, “We cannot solve our problems with the same level of thinking that created them.” But what is often offered as solutions is based on the same thinking, which pervades the old materialist, reductionist Newtonian way of thinking and looking at the world. Mankind needs something more than that, and this includes the hotel industry.
The hotel industry generally is operating according to a model in which hospitality is made like a machine. Hospitality has been broken down into its minutest parts and for every aspect of the machine there is an SOP. The SOP is the mechanical performance of a duty, and each SOP is dissected into many tiny steps with an instruction for how each step should be carried out. When all the SOPs are carried out according to the manuals, the machine runs perfectly. If an SOP is not carried out properly, the offending employee is then retrained how to perform the SOP so that the machine works well again. There is nothing spiritual or energetic about the machine or its parts. Mind, energy, and the spiritual dimension have little or no role to play in it.
But as I have said, there is growing awareness that something intangible is missing in hospitality. However, instead of looking for the root cause, which is the worldview, and dealing with it, the trend is to try to enhance the machine with technology so that it works faster and more efficiently. “Technology must be the way!”, seems to be the thinking. Indeed, we see nowadays how some hotel brands are changing hospitality with technology to enable a guest to check in, stay for many days, order Room Service, order food in a restaurant or at the pool, and check out and not even talk to a member of staff. This is indicative of how the industry is not giving up the old paradigm, and it is no wonder that hospitality may feel vibrationally flat even when it is fast and efficient.
Some hotel chains are now reviewing every single physical and procedural aspect of the guest experience to see how they can improve it. Staff are retrained again and again in the SOPs so that they carry them out perfectly. They are told to increase the warmth and to smile more. Some are even trained in Emotional Intelligence. But the areas of the mind, energy, and spirituality are left out, and so hospitality continues in the vein of corporate mission and vision statements, which state that the aim is to provide “quality experiences”; “meaningful experiences”; “exceptional experiences”; “superior customer care”; “excellence in quality and service”; and “truly engaging service”; and “to satisfy the needs and tastes” of the customers; “to pursue excellence”; etc. This is not surprising, though, because the Newtonian-style concept of SOP-Customer Satisfaction is still the norm.
These statements fit the Newtonian worldview perfectly, not the Quantum worldview, which would include statements, such as: “The hotel is a loving and compassionate family-like home where the hospitality touches the heart deeply, and makes spoken and unspoken dreams come true.” In the Quantum worldview, you can create hospitality like this because you use the energetic and spiritual dimensions of life, which bring out people’s natural desire to want to show loving kindness, compassion, and heart-warming care. You can also increase this desire by opening the heart of each member of staff more and more. In the Quantum worldview you discover that you can change the energetic feeling of rooms and spaces; and also increase the happiness and feeling of well-being of colleagues and guests through energetic means; and thereby create hospitality, which the hotel industry considers impossible.
In a hotel, which is rooted in the Quantum worldview, the staff look at guests as people in need of love, kindness, compassion, and profound care, and not just as another person to serve. They use their intuition, which they increase by developing the energetic powers of the heart, in order to get a feeling for what will make the guests happy. They exude a different kind of energy, which you can feel; you see a radiant spirit in their eyes, smile, and face; they become gentler and softer; and they become their authentic self as the mask is removed and they are deepened in the spiritual core values above. The spirit of hospitality is very different. It feels very different. But when a hotelier is locked inside the Newtonian worldview, which has been the hotel industry’s standard all his career, it is very hard for him to see this as being possible, and anything more than New Age nonsense. Consequently, hospitality remains stuck in the lower vibrations.
The current norm would be fine, if the nature of our world was only material, but it isn’t. We know it has energetic and spiritual dimensions. Indeed, every mainstream religion has been telling us this for millennia. Science is now telling us this too, except materialist mainstream science, of course, which still thinks that everything is made up of little, hard things (particles) and which cannot accept the energetic nature of reality. If it did, the pharmaceutical industry alone would crash overnight.
Quantum mechanics has now replaced the Newtonian model and has proved without any shadow of a doubt that the universe is made out of energy, not solid matter. This includes the human body, which is 99.99% empty space and full of vibrating energy, and easily influenced by energy from people as well as other energy sources.
Knowing this the hotel industry can change its hospitality, machine-like model to one based in energy and spirituality, while still ensuring high standards. Indeed, the standards would get higher because they would be infused with the energy of love and compassion. But by focusing on the perfection of the parts of hospitality, the energetic and spiritual elements are being left out, and this is why hotel groups are finding it hard to create an energetic and emotional connection to the hearts of the guests.
It is one thing to say in your PR statements that your group’s hotels create an emotional connection, but if your approach is based on the old worldview, and in addition you do not adapt the internal organisation to what will enhance and support the energy and spiritual dimensions, you are unlikely to create an energetic and emotional connection to the hearts of the guests.
Does this matter? No, it doesn’t matter, if all you want to do is to make a hotel work, make money, and make the shareholders happy. But it does matter, if you want to provide a hospitality experience, which reflects the energetic, spiritual essence of hospitality, which lies in loving kindness and compassion, and in the resulting heart-warming care; and also provide hospitality, which reflects the energetic nature of the world. Only then can the uncountable levels of hospitality above the artificial ceiling of 5 Stars be reached. The future of hospitality does not lie with the obsolete Newtonian model. Future hoteliers will abandon it in face of the ever-increasing number of scientific discoveries about energy and consciousness, so why wait?
When you create a level of hospitality, which is true to its spiritual essence, the staff and the whole property will have a measurably higher vibration, which guests can feel. The staff will become authentically softer and gentler; they will become more and more loving, kind, and caring; and the high frequency energy they give off will affect the feelings of the guests.
Hoteliers might not be aware that guests can feel the energy of staff and of the property, but we know that this happens from our personal experience, and that the energy of other people affects us in a pleasant or unpleasant way. We have probably all met someone, and in the first few seconds we felt good or bad about the person. This is because we felt the frequency of the person’s energy. It has nothing to do with physical appearance. Or perhaps we have gone into a hotel room and felt that we did not like the room even though physically there was nothing wrong with it. Then we found out later that the previous guests were very unhappy and always complaining. Their low frequency energy was left behind in the room and we felt it.
The energy of your thoughts, feelings, and emotions streams from the brain and the heart to every cell in the body, and from there the energy travels out as bio-photons, carrying energetic information about your thoughts, feelings, and emotions. The bio-photons travel into the auric field of the guests and exert their effect. If we are thinking loving and kind thoughts, the high frequency energy of these thoughts and feelings can raise the frequency of the guests, make them feel happier, and experience feelings of well-being.
By leaving out the spiritual essence of hospitality, though, in addition to energy, the best hospitality you can provide is impressively attentive, detailed, efficient, friendly service. Yes, you can teach your staff about Emotional Intelligence to make them become better aware about emotions, but the energetic feeling of the hospitality experience will be essentially the same. The hospitality will not exude the high frequency energy of unconditional love and compassion for fellow human beings, and because it is missing, even the best service will still feel like something is missing. You cannot rise above the Newtonian SOP-Customer Satisfaction level using the same methods and thinking used to create it.
It has been proven scientifically that the space around us is not empty and that we are all connected to each other in a sea of energy. The space is full of energy fields and energy pathways, which absorb and carry the energy we are sending out all the time. This sea of energy affects everyone, and it can be used to a hotel’s advantage, if the hotel includes the energetic and spiritual dimensions in its hospitality model. However, these dimensions have traditionally been left out of the standard hospitality model, so hospitality can only struggle to create a high frequency, spiritual, and emotional connection to guests.
We are all made of energy. Guests and staff are energy. Every molecule, atom, electron, neutron, proton, quark, and all the other sub-atomic particles inside a human body are vortexes of pure energy. We all give off energy all the time with every thought, feeling, and emotion, and we can feel each other’s energy at some level because we are all connected to each other in a sea of energy.
The energy from the thoughts, feelings, and emotions of the staff and guests interacts and fills the hotel. The frequency of a person’s thoughts, feelings, and emotions affects everyone else in the hotel at some level as a result. Guests feel the energy coming not only from the staff, but also from fellow guests. So, if the hotel is full of unsmiling, unhappy, and stressed guests, then the overall vibration will have a low and much less pleasant frequency, and people in the hotel will feel this energy.
Hotels should, therefore, strive continuously to increase the frequency of the energy, which the staff emit and the guests feel while staying at the hotel. There are many ways to do this. But by focusing on the perfection of the performance of each SOP, and by ignoring energy and the spirituality of hospitality, the energy of a hotel’s hospitality is likely to have a relatively low vibration. Guests will feel it and it will probably influence their decision to stay at the hotel again. The hotel industry is missing a huge opportunity to open the door to unimagined levels of hospitality and higher revenue by ignoring the energetic and spiritual dimensions.
The human energy field, which is also called the aura or auric field, should be given immense importance in the creation of hospitality. Scientific equipment can measure it extending 3 metres outwards all around the body, but clairvoyants see it extending many metres further than this; even up to twenty metres away and filling a whole room. The energy of the aura depends on the thoughts, feelings, and emotions of the person.
Why is the aura important? It is important because when a member of staff is serving a guest, the guest will be inside the member of staff’s energy field and will feel the person’s energy at some level. As a result, the staff member’s aura will affect the energy of the guest in front of him.
The relevance of the staff’s energy takes on a very difference significance when you consider every guest experience touch-point. For example, the energy of a Housekeeping Room Attendant will affect the energy of the room she is cleaning, and the guest will be affected by the vibration of this energy when he returns to the room. The same happens when a guest arrives and is greeted by the Receptionist. If the Receptionist is stressed and tired, then the guest will receive low frequency energy from the member of staff. There are many ways to remedy this, but if the hotel’s concept is non-energetic, then they will not be used, of course, and so the spirit of the hospitality will not change. However, the service may still “demonstrate care”, be very “professional”, “go the extra step”, “exceed expectations”, and provide “experiences of exceptional quality” and “unsurpassed excellence”, which seems to be the general goal according to the mission and vision statements of hotel groups.
In addition to this, because we emit energy all the time, the energy vibration of the hotel staff will also affect the energy of the whole hotel property because the energy spreads continuously throughout the hotel property and beyond.
The aura is created by the heart, and the energy frequency of a person’s aura is affected by the frequency of the person’s thoughts, feelings, and emotions. The energy from your thoughts affects the energy of the space around you and it is picked up by the energy fields of other people.
Why is this important? Because a lot of low frequency energy coming from the staff may make the guests feel uncomfortable being with them while a lot of low frequency energy in a hotel will make people feel that there is something not quite right or pleasing about the hotel, even if the service standards are carried out perfectly. Staff may leave and guests may not give good comments about their stay as a result. Hotels would be wise to consider this point as a reason for a guest’s poor feedback.
Now let’s look at what thoughts do. The human body has about 50 trillion cells and in the nucleus of every cell there is DNA. Our thoughts affect the DNA in every cell. Our DNA emits continuously light called bio-photons. The bio-photons (light) carry information about our emotional state, feelings, and thoughts.
Why is this important? In a hotel context this is very important because if staff are experiencing stress and worry, this low frequency energy caused by the stress and worry will be streaming out and will be picked up by colleagues and the guests. Conversely, if the staff are experiencing happy and loving feelings, the frequency of the energy will be high and this will make the guests feel happier. Indeed, clinical research has shown that our thinking patterns have a profound effect on our body’s energy field, which in turn affects the environment around us. Negative thought patterns can lower our vibration by 12 mhz, while positive thoughts raise our frequency by about 10 mhz. This matters when providing hospitality. So, simply drilling the staff in SOPs; and telling them to be friendly, how to exceed expectations, and how to create “quality experiences” is not going to help change the spirit of hospitality much.
Our aura is affected by the frequency of our thoughts, feelings, and emotions, and it is also affected by those of other people. Denser emotions like sadness, anger, frustration, and stress emit a distinctly lower energetic resonance. Higher states of emotion carry higher, lighter frequencies. Hotel staff should, therefore, to be taught how to raise their vibration, and this is easy to do. There are many ways to do this in fact.
Hotel staff generally are full of personal worries, and these affect their vibration. So even if they can do their jobs perfectly, their worried thoughts, feelings, and emotions will be lowering the vibration of the hospitality they produce. Hoteliers should remember that the resonance of each member of staff affects the energy of guests, guest rooms, guest areas, and indeed of the whole property. But if energy is not part of the hospitality concept and worldview, then the energy of the staff’s thoughts, feelings, and emotions will not be dealt with.
How do we know that the energy of a room or of the environment around us can be increased or decreased? First of all, energetic changes can be measured with the right equipment, not just in a hotel, but also at a planetary level. The effect of human emotion on the planet’s magnetic field has been demonstrated several times, such as on the day of 9/11 and in the following days, for example, when the planet’s energy field spiked significantly just 15 minutes after the first plane hit one of the World Trade Centre buildings as people around the world watched the television footage in shock. The energy of people’s thoughts, feelings, and emotions affected the Earth’s energy field noticeably for several days afterwards. This also shows how closely we are all interconnected energetically both on a planetary level, and also at a local level.
The HeartMath organisation has been carrying out what is called the Global Coherence Initiative on the interconnection between humanity and Earth’s magnetic fields and energetic systems. The research is very relevant to the hotel industry. So far it has demonstrated that:
- Human health, cognitive functions, emotions, and behaviour are affected by solar, geomagnetic, and other earth-related magnetic fields, including the energy fields of people.
- The research has also shown that the earth’s magnetic field is a carrier of biologically relevant information that connects all living systems.
- In addition, it has shown that every person’s thoughts, feelings, and emotions affect the global information field.
- Finally, it has shown that collective human consciousness affects the global information field. Therefore, large numbers of people creating high frequency, heart-centred states of care, love, and compassion generate a more coherent field environment that benefits others and help offset planetary discord and incoherence.
So much research into the effect of people’s thoughts, feelings, and emotions on the environment, on people, buildings, and even huge cities has been carried out over the last few decades that it is old science, which the hotel industry has not used to transform hospitality.
Human emotions and consciousness interact with and encode information into the geomagnetic field locally and this information is distributed globally. This encoded information is communicated locally and non-locally between people, in effect linking all living systems, not just human beings. Magnetic fields act as carrier waves for this information, and can influence all living systems – positively or negatively – within the field environment, as well as our collective consciousness.
The scientific community is beginning to appreciate and understand at the deeper level how we are all interconnected and affected by the magnetic fields generated by the sun and the earth, and fellow human beings. Every cell in our bodies is bathed in an external and internal environment of fluctuating invisible magnetic forces. Unfortunately, the hotel industry is not taking advantage of this science to take hospitality to new levels. The fact that we are all connected energetically, and the implications of this for hospitality, still has not appeared on the corporate radar, it seems.
