The Roots of Hospitality

Heroic Hospitality

Hello and welcome back to heroic hospitality. I'm your host Mario Nocifera

I'm so excited to begin our first episode by focusing on hospitality and asking you the question what does hospitality mean to you, your business and your communities.

As leaders, it is up to us to set the standard and to lift everyone up around us. True hospitality is a dialogue and customization of simple act or gesture. Yes, we are in the business of making money and growing that bottom line. However I feel it's the small interactions that can be potentially the most powerful for our guests, employees and our culture.

Allow me to describe a scenario:

It's a snowy day in Denver CO and a server in a restaurant over-hears a guest describing their grandmother's tomato soup to other guests at the (table, clearly) trying to validate ordering the restaurant's version.

Something is sparked and the server immediately gets 3 very small tastes of warm tomato soup for everyone to try including 3 crunchy croutons.

The guests are blown away, immediately thanking the server and praising the manager. The meal continues and the guests eventually leave... happy of course.

The intention of this particular server was not to make a couple extra dollars. It's because the