When hoteliers apply the message of this story told by Steven Covey about Lighthouse Principles, they will realise why the global hotel industry cannot currently create limitless levels of hospitality, namely because the hotel industry refuses to incorporate the Lighthouse Principle of Spirit. “Not true!”, hoteliers scream. “We provide care!” True, but that care is based on following SOPs and customer satisfaction. It doesn’t stem from the SPIRITUAL essence of hospitality, which is unconditional love, compassion, loving-kindness with metta, and heartwarming care. Spirit or Spirituality is the Lighthouse Principle that the hotel industry refuses to incorporate operationally. It is why hospitality is stuck in a rut, and filling hotels with contactless technology (and soon also AI) will only worsen the situation. But no hotelier or hotel conference dares to question the direction and guidance of the industry leaders at Accor, IHG, and so on.
