Setting the Table

Hospitality is present when something happens for you.

Hospitality is present when something happens for you. It is absent when something happens to you. Those two simple prepositions – for and to – express it all. Hospitality is a dialogue. It's about creating a genuine connection with guests and making them feel that you're on their side. This goes beyond providing good service; it's about anticipating needs, showing empathy, and creating memorable experiences. To achieve this: Focus on making guests feel seen, heard, and valued Train staff to be agents of hospitality, not gatekeepers Encourage staff to look for opportunities to go above and beyond Create a welcoming environment. Pay attention to details that contribute to guests' comfort and enjoyment, such as: Thoughtful seating arrangements Appropriate noise levels and music Warm greetings and genuine farewells By consistently delivering exceptional hospitality, you create loyal customers who become advocates for your business.

The interests of our own employees must be placed directly ahead of those of our guests because the only way we can consistently earn raves, win repeat business, and develop bonds of loyalty with our guests is first to ensure that our own team members feel jazzed about coming to work. Put employees first. Happy, motivated employees are the key to delivering great experiences to guests. Prioritize: Competitive wages and benefits Opportunities for growth and development A positive, supportive work environment Build strong relationships with all stakeholders. While employees come first, it's crucial to nurture relationships with: Guests: Focus on creating memorable experiences and building loyalty Community: Engage in meaningful outreach and support local causes Suppliers: Develop mutually beneficial partnerships based on shared values Investors: Deliver sustainable returns by taking care of other stakeholders first This prioritization creates a virtuous cycle where success with one group of stakeholders reinforces success with the others, ultimately leading to long-term profitability and growth.

We aim to hire people who possess an emotional skill that chef Michael Romano calls the excellence reflex. Seek out "51 percenters." These are individuals who possess strong emotional skills that align with your company's values and culture. Key emotional skills to look for: Optimistic warmth Intelligence (curiosity and willingness to learn) Work ethic Empathy Self-awareness and integrity Develop a rigorous hiring process. To identify and attract 51 percenters: Use behavioral interview questions Implement a "trailing" system for candidates to experience the work environment Involve current team members in the hiring decision While technical skills can be taught, emotional skills are more difficult to develop. By prioritizing emotional skills in hiring, you create a team that naturally delivers exceptional hospitality and drives your business forward.