Like all of us, guests need empathy and compassion (They are not the same.). Since hotels are in the hospitality business and the essence of hospitality is spiritual, why does not a single hotel group in the world include showing unconditional love and compassion in their core values, their goals, and purpose?
Even after decades of working in hotels, has not a single Executive Board member discovered the spiritual essence of their profession? “Oh, but we have all our SOPs in place.” (I have been told this twice by corporate folks.) … Groan!!!!
What are the corporate folks doing about it? … They are adding more contactless technology and training their SOPs! … Brilliant thinking! Where on this planet will training robotic, emotionless SOPs develop the spiritual heart of a human being?
When will hotel conferences fill their Agenda with speakers who understand the spiritual essence of hospitality? Until then, nothing will change and the hospitality industry’s leaders will continue to mislead the hospitality industry.
Will the spiritual essence have been discovered by the time I’m 100 in 33 years, I wonder? I think that the leaders need to be changed.
