Despite the best of intentions, every service organization experiences service failures. But the best service systems create plans to identify, correct, and prevent repeated failure.
In the Experiential Hospitality a new concept is developing regarding the guest, who is no longer seen as a person arriving at the hotel with only his luggage but is also considered as the carrier of subjective elements, so defining to the design of experiences as his lifestyle is, and comprising, in a very special way, also his habits.
When a guest arrives at a Hotel, he is facing a new environment where he will share most of his leisure time. This environment starts to transmit him communications or signals, which are carried to his brain through electromagnetic impulses or vibrations captured by the senses organs.
As the hotel industry comes roaring back from a devastating economic downturn, I am already amazed at the number of hotels, hotel companies, and even destinations that have retuned so quickly to a state of profitable mediocrity.
The concept of Experiential Hospitality is proving its effectiveness as a marker of differentiation and positioning of the Hotels who apply it in the International Market.
It seems the last several months has brought even more negative attention from the media about the TSA screeners, so I feel like it is a good time to share some positive examples of where I have experienced hospitality gestures being warmly extended.