Having been a faculty member within the Johnson & Wales University College of Hospitality Management in Providence for 25-plus years, I try to incorporate the ideals of hospitality—using the dictionary definition, “cordial and generous reception of guests”—as a guideline into nearly every daily experience (often without realizing it—it’s almost second nature)—with students, colleagues, friends, and family. However, imagine my surprise when I noticed that the new minister at my church was presenting a sermon on this very topic—hospitality.
Real success in the food-and-beverage business requires constant attention to all facets of an operation: Physical space, product offerings, value, and a multitude of other factors must be consistently excellent in order for an establishment to flourish.
That being said, it is—and always has been—my position that our industry is fundamentally a people business. While the decisions managers and owners make are important, success is mostly dependent upon customers and employees’ abilities to meet or exceed the expectations of these customers.