Here are the usual steps for creating a Heart-Based Hospitality hotel. They apply to hotels in their pre-opening stage as well as operational hotels.
Step 1: A Presentation About Heart-Based Hospitality
- This should be attended by the whole Senior Management Team.
- The whole Senior Management Team must understand what Heart-Based Hospitality is; how it is different from SOP-Customer Satisfaction; how it would be created and implemented throughout the hotel; and the expectations of the Department Head and Team Leaders.
- In addition, the Senior Managers should understand that they will only succeed if they all support the change process and implementation continuously.
Step 2: Senior Management Mission and Vision Statement Workshop (2 days)
- The whole Senior Management Team should attend this workshop.
- In this workshop, the participants will be guided to create a completely new mission statement and vision statement based on the concept of Heart-Based Hospitality that could recreate and transform the spirit of hospitality throughout the hotel.
- The workshop will encourage them to think beyond the current guest experience and to consider what they would like the hotel’s guest experience to become over the coming years; what core values it should be strong in; and how they would like the spirit of hospitality to be unique. For example, would they like it to be strong in emotional energy and the spirit of loving-kindness, compassion, and heart-warming care?
Step 3: Practical, Effective, and Inspiring Leadership Actions to Create a Truly Memorable, Energetic Heart-Based Hospitality Experience (3 days)
- This workshop is for all Senior Managers, Team Leaders, and Supervisors. It serves to develop the leadership skills, attitudes, and behaviours needed to support the process of creating a Heart-Based Hospitality guest experience.
- It focuses on the aspects of leadership, which are essential when creating a guest experience, which is strong in unconditional love, loving-kindness, compassion, and heart-warming care.
- Day 3 is spent explaining the 11 Elements and how to implement them.
- The 11 Elements are a set of leadership actions and activities, which will enable the leaders to create a Heart-Based Hospitality guest experience.
- The 11 Elements include daily activities, which enable the leaders to deepen the staff and themselves about the core values of Heart-Based Hospitality; and to create the required spirit, energy, and frame of mind.
- The Vision Statement Deepening Programme provides a long-term process to soften people’s hearts and to deepen them about the vision statement. The material provided touches the heart and increases spiritual capacity in order to increase the desire in the staff to want to practise the core values, to want to make people happier, and to want to create a Heart-Based Hospitality guest experience in all its facets.
- Day 3 can be carried out separately from the 2-day workshop.
Step 4: How to Create an Energetic Heart-Based Hospitality Guest Experience Which is Strong in Loving Kindness, Compassion, and Heart-Warming Care (2 days)
- All employees should attend this workshop.
- The main focus of the workshop is to help the participants to create in the hotel an energetically strong Heart-Based Hospitality guest experience, which is soaked in the essential spiritual values of hospitality, namely unconditional love, loving-kindness, compassion, and heart-warming care. It is very different to the generic SOP-Customer Satisfaction guest experience that one finds everywhere.
- It not only aims to show the employees how to create a truly memorable Heart-Based Hospitality guest experience in many practical ways but also aims to develop the emotional and spiritual desire to want to do so.
- It not only aims to show the employees how to create a truly memorable Heart-Based Hospitality guest experience in many practical ways but also aims to develop the emotional and spiritual desire to want to do so.
Step 5: Train the Trainer (1 day or 2 days)
- This workshop has a different focus compared to most training skills workshops of this kind. The main focus is on how to conduct skills training in a way that each step of each skill includes the core values of the vision statement, and especially unconditional love for fellow human beings, compassion, loving-kindness, and heart-warming care.
Step 6: Carrying Out The 11 Elements Daily
- The 11 Elements should start to be implemented daily as soon as Step 4 has begun. They will deepen the employees continuously in Heart-Based Hospitality.
- There is no limit to the intensity with which the employees can infuse the hospitality experience with the essential core values of unconditional love, compassion, loving-kindness, and heart-warming care unlike SOP-Customer Satisfaction, which has a low ceiling that is reached when the employees carry out their SOPs correctly and efficiently.