The Hospitality Experience Should Be About Unconditional Love. Period!
By Peter McAlpine Senior Consultant, Renaissance Consulting Ltd. | December 05, 2021
The essence of hospitality is unconditional love, metta loving-kindness, compassion, and heart-warming care. The hospitality experience should radiate this essence!
This statement shakes the foundation of the hospitality industry because the industry has strayed far from the essence of hospitality for a long time now, and I believe that hotel group executive boards generally are oblivious to this. Now, contactless service is worsening the situation.
The world's largest hotel chains are looked up to as being the leaders of the hospitality industry, and hotel conference participants listen eagerly to the CEOs. But I think it is doubtful that the CEOs and their executive boards know that hospitality has a spiritual essence in unconditional love, metta loving-kindness, compassion, and heart-warming care. Why do I say this? Because there isn't a single hotel group that includes this essence in their Mission and Vision Statements or core values.
The hospitality experience should exude unconditional love, not sterile, operational manual perfection, but the blind cannot see it. Helen Keller who was blind said, "The best and most beautiful things in the world cannot be seen or even touched - they must be felt with the heart." And herein lies the problem with the executive boards.
Why is unconditional love a persona non grata? It features in the teachings of many religions as being a fundamental need of human beings, yet executive boards ignore it in favour of efficiency and quality. Is it because it's not respectable enough, not corporate enough? I wonder what Basil Fawlty would whisper to his wife as they visit a "leading hotel group" corporate office. Perhaps: "Don't mention unconditional love. I mentioned it once, but I think I got away with it all right."
I believe that executive hoteliers don't know what a hospitality experience that radiates unconditional love, metta loving-kindness, compassion, and heart-warming care feels like or even could possibly feel like. I also doubt that they know how to develop these essential core values of hospitality in their employees because their world is about SOP efficiency and SOP quality service and SOP perfection.