A Letter to the Executives of Hotel Group Corporate Offices
 /  A Letter to the Executives of Hotel Group Corporate Offices



      Heart-Based Hospitality can transform the hotel industry globally and take hospitality to levels, which current thinking does not believe are possible.

      Heart-Based Hospitality creates a very different spirit among the employees and guests, and increases occupancy rates and revenue because it is based in love and energy – two elements, which are missing from the industry’s guest experience concept of SOP-Customer Satisfaction – though as awareness about the importance of these two elements grows, they will become central in strategies to increase occupancy rates and revenue.

      Ideas, paradigms, and concepts come and go, but some linger too long, like the Newtonian worldview upon which the hotel industry’s guiding concept, SOP-Customer Satisfaction, is based. It is well overdue for change.

      This concept is not the best that mankind can create for hospitality. Indeed, it never was, but it has been enshrined as the best possible one, and the hotel industry clearly believes that there could be nothing better. Nevertheless, there is, namely Heart-Based Hospitality.

      I have written many articles about why it is time to move on from SOP-Customer Satisfaction, and how it will be replaced as it evolves inevitably into a spiritual and energetic approach to hospitality based in love, and as the hotel industry increases its understanding about energy and consciousness.

      As this process unfolds, the nature of the hospitality experience will return to its spiritual essence in loving kindness, compassion, and heart-warming care. Unfortunately, though, the leaders of the hotel industry are preventing the inevitable evolution by not giving up the now obsolete concept of what they believe hospitality should be like.

      The current, mechanistic Newtonian worldview, which denies the existence of energy and consciousness in spite of all the evidence, has dominated the hotel industry for many decades now, even though this worldview was replaced in the early twentieth century by the Quantum, energy-oriented worldview. But even this worldview is evolving in the face of scientific discoveries about energy and consciousness – the same discoveries, which the hotel industry is ignoring. The result is that the hotel industry is being left further and further behind, and the guest experience concept is still like it is.

      If I may say so, by ignoring the scientific discoveries about consciousness and the energetic nature of human beings and our world; heart energy research and research about energy generally; and the ancient wisdom about energy found in the monasteries of Tibet and the Andes, and in ancient cultures which still thrive, and in religious texts going back thousands of years; the leaders of the hotel industry are providing a disservice to mankind by holding back the evolution of hospitality.

      The Holy Grail of hospitality is not technology, even if it is expected of hoteliers to think it is. Technology only provides comfort, convenience, and some entertainment. It does not create the much sought-after kind of emotional connection to the human heart. It does not touch the human heart or meet the growing emotional, energetic, well-being, and healing needs of mankind.

      Knowing how to touch the heart; how to heal the heart; how to create in employees and guests the soft and gentle feelings of inner peace and happiness; how to create in the employees a burning, heartfelt desire to show loving kindness and compassion; and how to change the energetic feel of a guest room or guest facility, is the future of hospitality, and this cannot be done with current concepts, methods, and thinking. A turboprop plane will never create a sonic boom.

      For many years the leaders of the hotel industry have been looking outwards for the Next Big Thing, but the irony is that it is closer than their life’s vein. The industry’s leaders will never find it until they choose the only untrodden and untouched path left, which is to go inside. Heart-Based Hospitality combines this direction with hotel systems by incorporating ancient wisdom, scientific research into energy, and discoveries about the powers of the heart in order to soften the guest experience and to increase the happiness of employees and guests. Energetic hospitality based in love sounds New Age-like, but nevertheless, it is practical, very profitable, and the future of the hotel industry guest experience, which has nowhere else to turn to.

      Heart-Based Hospitality may not fit into your current strategic plan, though, because strategic plans are based on current thinking about the future. However, future breakthroughs come from strategic plans, which are not based on current thinking. As Albert Einstein said, “We cannot solve our problems with the same thinking we used when we created them.”

      There is a far more beautiful future out there for the hotel industry once it opens its eyes, heart, and mind. There is a pressing need for a new concept of hospitality, and Heart-Based Hospitality provides it in a limitless way because there is no ceiling to the energy of love or consciousness. Current industry initiatives simply provide new variations of the old and familiar. Change is inevitable and the new path is available. It has always been available in fact, but the hotel industry is ignoring it.

      I would like to finish by leaving you to consider the following because of its parallel with the hotel industry. In 1900 the eminent physicist, Lord Kelvin, said: “There is nothing new to be discovered in physics now. All that remains is more and more precise measurement.” This worldview statement was shattered only five years later when Einstein published his paper on relativity. The new theories proposed by Einstein challenged the then current view of the true nature of our reality. It is a great example of how things, which once were regarded as truth, have changed.

      “Lord Kelvin’s statement bares with it the Voice of Paradigms Past… We knew that the Earth was flat, we knew that we were the center of the universe, and we knew that a man-made, heavier-than-air piece of machinery could not take flight. Through all stages of human history, intellectual authorities have pronounced their supremacy by ridiculing or suppressing elements of reality that simply didn’t fit within the framework of accepted knowledge. Are we really any different today? Have we really changed our acceptance towards things that won’t fit the frame? Maybe there are concepts of our reality we have yet to understand, and if we open our eyes maybe we will see that something significant has been overlooked.” (TerjeToftenes, The Day Before Disclosure)

      Energetic Heart-Based Hospitality based on love is one of those concepts, and it is the future of hospitality, even if many leading hotel groups are reluctant to break away from the current guest experience concept. There is no ceiling to what the guest experience can feel like and become with it because it is based on love, energy, and consciousness in practical ways.

      When hotel groups realize that they have come to a dead-end with SOP-Customer Satisfaction, and that it cannot be improved any further, even by improving efficiency and the SOPs; even by adding more apps; even by incorporating more technology into the hotel; even by changing the design, the Lobby layout, the amenities, the bed, the colours, the smells, etc.; even by focusing on Empathy; even by creating a new brand; or even by changing the CEO; they will have to explore the only direction left, and they will discover how by using a guest experience concept based on love, energy, and consciousness they can transform the hotel industry for ever and open up new levels of hospitality considered impossible with the hotel industry’s current worldview.

      Why wait for that day? Change is inevitable and the path is available. Would you like to lead the process of change with Heart-Based Hospitality, which will transform the hotel industry while increasing your revenue tremendously?