The most important thing you can do is make the distinction between customer service and guest hospitality. You need both things to thrive, but they are completely different.
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.
A great restaurant doesn't distinguish itself by how few mistakes it makes but by how well they handle those mistakes.
I think that any business that thinks that the transaction is 'you give me money and I give you food, next, you give me money and I give you food, next,' without understanding that people deeply want to feel restored is in danger.
Good service means never having to ask for anything.
A cocktail done right can really show your guests that you care.
A delicious meal cooked by a colleague for many others nourishes not only the body but also the soul.
At my restaurants, we have training drills before every meal. We talk about what we did yesterday that was great and what we can improve today.
At the base level, a burger is a piece of meat and a bun with something on it. It's simple but it seems to make a lot of people happy.
Comfort food is absolutely moving upscale.
Constant, gentle pressure is my preferred technique for leadership, guidance, and coaching.
Diners are upset that restaurants aren't honoring reservations, and a lot of restaurants help bring this on by overbooking.
Every restaurant needs to have a point of view.
Festive cocktails mean color, lots of color.
'Fine casual' means taking the cultural priorities that fine dining, at its best, believes in.
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