The Future Hospitality Industry Guest Experience After Customer Satisfaction Is Dead

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• published: 15 Apr 2014
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Thank you very much for your interest in this presentation about Heart-Based Hospitality, which I believe will be the concept of and approach to creating the hospitality guest experience throughout the hotel industry in the not too distant future. The techniques involved enable hotels to create a hotel guest experience beyond the 5-Stars level of service by using thought energy and heart energy. The level called 5-Stars is not the highest possible level of hospitality or service. It is, if you base hospitality on the obsolete, left brain, and mechanical concept of SOP-Customer Satisfaction, which is founded on an obsolete scientific worldview, and use the current methods to create it. (By the way, SOP means "Standards of Performance".) But if you look at human beings as we really are, as energetic beings, and at our world and the universe as full of energy, then 5-Stars is actually a ridiculously low level. Once hoteliers learn about energy, they will open doors to levels of hospitality, which they did not think were possible. There are theoretically infinite levels of hospitality about the 5-Stars level, and once hotels and hotel groups break free from the ball and chain of SOP-Customer Satisfaction, the hospitality industry will be transformed. I call the levels above 5-Stars, Heart-Based Hospitality. When the hotel industry discovers one day that the body has an energy field, hoteliers will have discovered the means to making the greatest transformation in the guest experience since the hotel industry began. They will have discovered how to create a guest experience with unlimited levels of emotion, loving kindness, compassion, heart-warming care, gentleness, and softness. In the future the guest experience will be created by using thought energy and heart energy to change human vibration, and to make rooms, spaces, and whole hotels feel energetically warmer. It won't be created by drumming mechanical, emotionless standards of performance into all of the staff. This only creates the emotionless and robotic service, which one finds in hotels everywhere. I'm talking about levels of guest experience, which are truly wonderful to experience. The concept of hospitality in the future will be about providing a guest experience, which is focused on loving kindness, compassion, and intense warmth and care. Indeed, hospitality should be about touching the heart of each and every guest, but it has deteriorated into an emotionless, corporate boardroom experience, which has lost the connection with its essence, which is love. Performing SOPs mechanically has replaced showing loving kindness, true compassion, and genuine heart-warming care. There is bound to be some opposition from corporate offices to Heart-Based Hospitality because it will necessitate a complete transformation of obsolete hotel group-wide systems and standards of performance. Some leading hotel groups may not survive the inevitable changes in the hospitality industry. There will be a massive shake-up. But the consumers, the guests, will be the beneficiaries, and at the same time, the staff will benefit by being happier and healthier. Informing people about how to create Heart-based Hospitality is my legacy to the hotel industry before I leave it for good. There are two other presentations about Heart-Based Hospitality at: 1. http://youtu.be/aonPG4nC6po 2. http://youtu.be/pD4KcP74dKU If you would like to contact me, please send an email to me at peter_mcalpine_2000@yahoo.com . Thank you very much for your time and interest. I am very grateful. Peter