I found Setting the Table in my library recently. Written by Danny Meyer, an award-winning restaurant owner in New York City (Union Square Cafe and a range of others including the restaurant and cafes of MoMA), who is passionate about ‘enlightened hospitality’ and ‘being nice to people’. He distinguishes:
“Service is the technical delivery of a product. Hospitality is how the delivery of that product makes the recipient feel. … It takes both great service and great hospitality to rise to the top.”Danny Meyer
He attributes his continued success to the way he prioritises his five primary stakeholders in his decision-making:
- local community
The book is a few years old, but his insights from 30 years in hospitality are inspiring as well as entertaining and feel timeless and relevant for any visitor facing organisation, not just restaurants.
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