developments of the future will focus
on the emotional connection
by Brian Hords, o2 creative solutions
Now that we live in a day and age
where everyone is connected
through technology, we slip further
away from human contact, and the
thought of interaction within our
physical location at any given time
becomes a fading memory.
We stare at our cell phone as the
light from its readout replaces the
glow of the smile from a stranger
across the way. Yes, technology has
crept into our lives as an opportunity to stay connected everywhere but
in our physical space. So, how does
this relate to hotel design and
strategic planning in the future
development of the hospitality
industry?
This dichotomy plays a major role. It
promotes an opportunity to create
experiences that help guests reconnect with themselves in a controlled
environment. It gives Hoteliers a
chance to stimulate the senses and
leave an indelible impression upon
their guests. It encourages us to
design experiences that focus on
the “emotional connection.”
What appears to be the trend in
hospitality is the developing
thought of reconnecting by focusing
on a sensorial approach. Creating
experiences that tap into our emotions. Creating experiences that
makes us feel good about who we
are and re-align us with all of the
things that we take for granted.
These experiences may be as subtle
as a personal greeting from the
housekeeper to the ultimate spa
retreat within walking distance from
your room.
The emotional connection is less
about being funky or trendy and
more about providing experiences
and services that people can’t get at
home. Current approaches to this
concept have matured to include
more of a service-oriented,
concierge-based focus. As the world
becomes more computerized and
impersonal, the need to make emotional connections becomes greater.
Guests are looking for ways to feel
connected and seek out opportunities for the unforgettable service
Ambrose Hotel, Santa Monica
23
Table of Contents for the Digital Edition of NEWH - April 2006