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Heart-Based Hospitality - Create It or Fade Away
The glimmer of a new dawn in the hotel industry has clearly already appeared, and sooner than I expected. Hotels are indeed already trying to create a heart-centred guest experience. I believe that all hotel groups will in the very near future have to learn how to create a very different kind of guest experience in order to compete - one that is heart-based and not left brain-oriented, and which focuses on heart energy.
The heart produces an electromagnetic energy field around the body, which extends 2-3 metres outwards. Knowing how to change this energy field is the key to creating heart-based hospitality and will be vital in attracting business in the future. The energy that the heart produces is 5,000 times stronger than the energy produced by the brain. Heart energy is the key to creating a heart-based guest experience, which is soft and strong in loving kindness, compassion, heart-warming care, and empathy.
In contrast, the pervasive, old-style SOP-Customer Satisfaction hotel guest experience is based on a left brain approach to hospitality. As a result, it is weak in the high frequency energy which comes from loving kindness, heart-warming care, etc., and it produces in the staff and the hotel a much lower frequency of energy, which feels somehow like a flat tire.
If hotels and hotel groups want to create a guest experience which is strong in high frequency energy, they must stop copying the big western hotel chains, which perpetuate the old-style SOP-Customer Satisfaction concept. Change and progress in the hotel industry will not come by copying their traditional ideas and methods. Indeed, I took all of their manuals, which I had collected over the years, to a paper recycling company long ago.
Here is a common scenario, especially with opening hotels. The Department Heads create emotionless SOP manuals, which are usually a mixture of western hotel group manuals. The Team Leaders train the SOPs and then the staff carry them out. The Training Manager supports the process by organizing fun activities to try to keep the staff motivated, and carries out regularly corporate Customer Satisfaction workshops, which reinforce the left brain oriented guest experience. In principle, this sounds fine. The guest experience is orderly, efficient, organized, and very corporate. But from an emotional and energetic point of view the resulting guest experience is very flat. Why?
Firstly, hoteliers must understand that thoughts are energy and that the frequency of the thought energy affects the energy produced by the heart. The frequency of the energy also affects the energy of the body's electromagnetic energy field and the vibrations that it sends out into the hotel environment. The SOP-Customer Satisfaction concept creates in the staff a lot of low frequency heart energy because it is a rational, left brain concept. The body's energy field reflects this low frequency energy and sends it out. Not only do the staff members feel emotionally flat, but also the energy emitted by the heart into the hotel environment and towards the guests feels flat and emotionally weak too. You cannot expect SOP-Customer Satisfaction to feel different or do anything different. This is why SOP-Customer Satisfaction chain hotels often feel energetically flat.
Heart-based hospitality feels very different. Also it is created in a VERY different way. You create it by opening the heart. SOP-Customer Satisfaction does not open the heart. What does "opening the heart" mean? Think of your heart as being like a dam with a huge reservoir behind it. At the side of the dam there are some sluice gates, which if open, are releasing a small amount of water. The hearts of hotel staff are similar to a dam. For the sake of this analogy replace the water with love. Because staff are so focused on carrying out emotionless SOPs, the sluice gates in the wall of their heart are closed. Perhaps a sluice gate or two are open a little, but there is very little love flowing out through the wall of the dam.
In heart-based hospitality, when a member of staff opens their heart, they open all of the sluice gates as wide as they will open, and just let the love behind the wall flow out with full force without asking if too much is coming out. There is no limit to the amount of love stored behind the dam. When the person does this, they become their true self and they feel so much happier as a result. They also become more beautiful. In addition, the person's energy field becomes filled with high frequency energy. The heart's rhythm becomes coherent and emits waves of positive-feeling, high frequency energy, which changes the energy, spirit, and feel of the guest experience and of the hotel. You can even measure this energy.
What hotel corporate offices have to learn quickly is how to open the hearts of their staff. But when they work it out, they will discover that this is not enough to create heart-based hospitality because their hotels are organized perfectly to support the soon-to-be obsolete SOP-Customer Satisfaction concept. Their internal supporting systems stand in stark contrast to those required to support and develop heart-based hospitality. Personally, I do not foresee the big chains changing them, and their internal organization will be their nemesis.
Heart-based hospitality cannot be created with current systems and methods because they are perfect for creating the SOP-Customer Satisfaction guest experience. Because heart-based hospitality will become pervasive globally, hotel groups which do not adapt and change their internal organization, will find it hard to attract business. Why should people stay at a western chain hotel, for example, which offers a standard, SOP-Customer Satisfaction guest experience when other hotels offer a soft, heart-based guest experience, which is strong in loving kindness, compassion, heart-warming care, and empathy, in equally attractive rooms and for a similar or even lower price?
I know that the big chains will dismiss this with, "Don't you know who we are?" That's up to them. But the dawn has already broken. I know of one medium-sized hotel group, which will try to make the change. Once one or two groups change, others will follow quickly. Do you remember what happened when the concept Creating Truly Memorable Experiences appeared? Unfortunately, hotel groups generally seem to have adopted it without the energetic core, so I wonder if they ever rose above the level of SOP-Customer Satisfaction.
Those that believe they do not need to change will surely suffer the same fate as countless similar-thinking companies and CEOs that litter the annals of "has-beens" and "also-rans". Nowadays, it does not matter how big or famous you are. Your shareholders will leave you high and dry if they feel that the winds of change are blowing in a different direction. Then your market-leading hotel group will become just another relic in the Museum of Hospitality.
In short, to create heart-based hospitality hoteliers must study heart energy research and quantum science. They must understand that:
Modern science is showing that when we practise heart-based living, not only are there changes inside our body, but there are also changes outside our bodies. The world around us is primarily electrical and magnetic. Hotels can use this to their advantage by reducing the almost total focus on the left side of the brain caused by the over-emphasis on SOP-Customer Satisfaction training and systems, and by spending more time developing their staff's capacity to show loving kindness, compassion, heart-warming care in their service. It is very easy to do.
Small to medium-sized hotel groups may not realize it, but now is their time. I feel sure that the big hotel groups will not change in time because they are just too big and too fixed in their ways. If small to medium-sized hotel groups create a heart-based guest experience with the supporting systems, they can and will take a large market share from the big chains.
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