Integrated Resorts Require Integrated Minds & Managers
By Michael Koethner Wellness & Healing Consultant, Michael Koethner | January 05, 2014
There is a lot of research indicating that the new kind of guest may and will require more than just excellent service, lodging, f&b or spa. The hotel guest of the future wants to know the associates and managers in person in order to establish a trust relationship. They want to know what makes them tick in their jobs and also want to feel with them. Enjoying a relaxed time in a hotel, resort or wellness center is one thing. Understand how everything is being done and by whom is another. It will be the job of the future manager to explore how knowledge and expertise can be integrated into a sustainable management style to ensure the overall satisfaction of the guests.
Integrated resorts, hotels, spas and wellness centers can be seen as and compared to fully functional and healthy human bodies. If one part is out of alignment then other parts will be affected, more or less. Architects, interior designers, psychologists, scientists and professionals from other industries have shown the world how to observe, analyze, identify, translate and apply the extraordinary biological system of the human body into every day life. Even car manufacturers using this knowledge to develop and build extraordinary, efficient and effective cars in order to enhance its market share and provide its customers up to date products. The human body is our mirror, and we create our exterior world by extracting information from within ourselves, and projecting it to others on the material plane. What we see out there is a reflection of some kind from within us.
Looking at the grand picture of how many hotels, resorts and wellness centers are under development or in the planning stages, based on past and outdated models, in comparison to the changing requirements of the guests and its environment, any investor, developer and general manager who has a genuine interest in the hospitality business has to ultimately sit back and rethink of how this industry, its people, hardware and software should look like in a few years time from now. This business was meant to be, and should continue to be based on longevity, sustainability, strong communication and interaction with other humans, for generations to come. It has never been and cannot be a fast track business that can be discarded of every 2 or 3 years like a spare part of an engine. It has, is, and always will be a business and industry that relies on human interaction as well as a strong personal network.
Imagine what will happen to a person who gets rid of their friends, family members, spouses and kids every 6 months – eventually they will not be able to live a long, happy, successful and abundant life, they will cease to exist and leave empty space behind. This is not the purpose of us being here on this planet. Biologically a human body is not designed to live and exist like a single lonely atom or molecule. Humans are meant to expand and grow within the spheres of the universe, by drawing knowledge from the universe, apply it into their daily life and share it with others in order to grow. Life is therefore a hospitality industry by itself, without us being actually fully aware of, if not looked at it in this way. This industry and its managers should use this knowledge and apply it to their benefit in order to exceed expectations for every customer, as well as to lead by example to increase value, respect and understanding.
Drawing attention to my recent article that was published in October 2013, I would like to engage the reader again to think about the fact that any old type of management practice involving systemic control and archaic leadership does not work in today's business environment, and especially not in the hotel, wellness and spa industry. This industry has the highest percentage of humans working for and with other humans and it is crucial for its survival that everyone understands the importance of conscious communication and empathy for each other. Just a reminder, the management of systemic control originates from the industrial age and is structured and based on using and replace humans like machines. Fortunately the assumption that humans can be used and replace like machines, for the benefit of a balance sheet, is a thing of the past. However there are still some leaders sitting on a company chair who have not yet fully understood that the environment out there is changing rapidly. They will soon feel like the lonely molecule trying to survive by themselves.
Success, abundance and happiness come through sharing and being of service to other humans, not by withholding information, applying rigid rules and regulations or trying to be secretive and controlling. Of course, I understand it is easy said than done, but my purpose of writing this article is not to give anyone instructions of how they have to run their business, but to engage the reader into a more open-minded thought process and explore the world around them. Explore other options and possibilities of how to restore the lost feeling of true hospitality and service that was a given years ago. Consider the benefits of the following: service by heart – not for profit, will eventually result in a win-win situation, which in turn creates profit when servicing anyone by heart. If a guest can feel that the associate who loves serving them, then they will come back and create more revenue for the associate and for the enterprise. The profit mindset within a company culture and amongst its leaders must be erased and eliminated and be replaced by a culture of acceptance, enthusiasm, belonging and empathy for each other and for future customers.
There are some indications that the hospitality industry is somehow in the same trap as the medical society. Whereas the medical society has their counterpart in the alternative medicine, wellness centers and spas, the hotel industry stands by itself and tries to measure its performance and leadership management styles with other industry that cannot be taken as equals or measures by any means. A hotel cannot be operated and managed like a financial institution, investment bank, real estate company or a car manufactory, simply because the customer of a resort or wellness center has fundamentally and by nature totally different requirements and demands, than the customer who is going to buy a car, or acquiring some shares or buying a house.