The video clip shows the current problem in the hotel industry – the industry’s focus on service excellence according to mechanical SOPs. The video clip is about how a bird shows unconditional love. A hotel corporate office would create an SOP for the bird’s action that describes how the bird should land and then stand. The SOP would focus on excellence and exclude the element of unconditional love, which is perceived to be irrelevant as excellence is the main thing. But the spiritual essence of hospitality, as well as being a mother or parent, is unconditional love, compassion, loving-kindness, and heartwarming care. Fortunately, the bird is not following corporate SOPs, though hotel staff have to.
