Using Energy to Create Authentic Hospitality and a Smile From the Heart
The Hotel Industry's Untrodden Path
By Peter McAlpine Senior Consultant, Renaissance Consulting Ltd. | April 03, 2016
The pervasive hotel industry concept of SOP-Customer Satisfaction does not create authentic hospitality. It creates a largely mechanical and emotionless, but efficient guest experience, which not only makes it difficult for staff to be their true self, but it also does not meet the emotional, spiritual, energetic, and healing needs of human beings. The concept's inability to meet those needs is its Achilles Heel and why its upholders can expect to be affected financially unless they adapt soon and quickly.
Authentic hospitality is provided when the guest experience is rooted in and exudes the essence of hospitality, namely, loving kindness, compassion, and heart-warming care. These are the timeless values held uppermost in religious traditions going back thousands of years. The hotel's material aspects, the brand and its standards and systems, the technology, lifestyle and design concept, and suchlike are secondary to this essence. Unfortunately, hotel groups and hotels generally have mistaken the secondary aspects for the essence.
Love for fellow human beings is the essence of authentic hospitality, and hospitality void of a focus on love is merely a hollow, materialistic activity. I realize that this thinking is out of sync with the shareholder-oriented model, but the current concept and paradigm about hospitality cannot last because it does not conform to timeless values. Indeed, the cracks are already very clearly visible.
Even modern science understands the importance of love. To give an idea of how wayward from authentic hospitality the pervasive guest experience concept has strayed, scientists are now creating a Theory of Consciousness connected to love because they have discovered (and agree on) that consciousness (which is essentially the energy of love) fills the atoms of everything and the cells of all living things in the universe. Moreover, scientists have proved that sending thoughts of love, healing intent, prayer, good intention, and other units of consciousness can have a powerful influence on what you are directing those feelings towards, and indeed create reality. However, where is there a hotel corporate office, which has included "love" in its mission or vision statement or used the word in its marketing material?
In other words, science and religion are now saying the same things about love in each other's own language. But the hotel industry is stuck in the Rut of Tradition in a low energy vibration, mechanical, and emotionless approach to creating the guest experience, and is ignoring the science and the knowledge of ancient cultures and religious traditions, which all state that love is the essence, that everything is made of energy, and that you can influence this energy positively with loving thoughts, feelings, and emotions.
Knowing how to use, change, send, and condition energy to raise the energetic vibration of the guest experience without limit is the Holy Grail for creating a guest experience far above the artificial ceiling of 5 Stars. The hotel industry should feel embarrassed that it considers 5 Stars and SOP-Customer Satisfaction as the best that humanity can create. I call the energetic path to creating authentic hospitality Heart-Based Hospitality (HBH), but the name is unimportant.
A hotel group or hotel cannot start to create an authentic hospitality guest experience based on the energy of love without creating a completely new mission and vision statement. The SOP-Customer Satisfaction kind is totally unsuitable. One HBH hotel has made their mission (purpose): "To provide an unforgettable spirit of love to every guest and team member and to fulfill their unspoken dreams." Another: "To create an oasis of happiness where the employees and guests feel truly cared for and understood." By choosing this direction, the energy of the hotel can start to be transformed.