Service Versus Hospitality

In the latest issue of Fast Company, there is a Q&A with Danny Meyer, the proprietor of several of the top restaurants in New York City. When asked about the hospitality aspect of his impressive operation, he stated: “One of the real keys to the success of our restaurants is understanding the difference between service and hospitality. Service is how well something is done technically; hospitality is how good something feels emotionally. I think we’re at the dawn of the hospitality economy, and the companies that prevail are the ones that realize it’s the quality of the emotional experience that sets them apart.” That's service with a smile.