The Goal
This project exists to bridge the gap between guest expectations and hospitality realities.
Most people are not trying to be difficult.
Most hospitality professionals are not trying to create problems.
The disconnect usually comes from a lack of information.
My goal is simple:
Better guests.
Better experiences.
Better hospitality.
RULE #1
Be a Good Human Being
Before we get into reservations, policies, seating charts, allergies, reviews, tipping, and all the complicated stuff…
Please remember:
- Use “please.”
- Use “thank you.”
- Treat people with respect.
- Don’t direct your anger at other human beings.
The person standing in front of you may be:
- dealing with a family emergency
- having a terrible day
- supporting a family
- pursuing a dream
- simply trying to make a living
Hospitality professionals are not paid to tolerate abuse.
They are paid to create experiences.
THE AMUSEMENT PARK THEORY OF HOSPITALITY
Restaurants are surprisingly similar to amusement parks.
Once you understand this, almost everything starts making sense.
Every hospitality business operates through:
Systems
Things start.
Things stop.
Things reset.
Things break.
Things get repaired.
Capacity
Everything has limits.
Tables.
Seats.
Reservations.
Staff.
Food.
Time.
Just because something exists doesn’t mean unlimited access is available.
Wait Times
Waiting is part of the experience.
You wait:
- at airports
- in museums
- at concerts
- at theme parks
- at restaurants
The question isn’t whether waiting exists.
The question is whether the experience is worth it.
Rules
Rules exist for reasons.
Some are:
- legal
- safety-related
- operational
- financial
Not every rule is visible.
THE FOUR REASONS BEHIND ALMOST EVERY BUSINESS DECISION
In my experience, most hospitality decisions come from one of four places:
1. Owner Preference
The owner gets to decide.
Music.
Lighting.
Temperature.
Menus.
Discounts.
Reservations.
This may be rational.
This may be emotional.
It is still their decision.
2. Increase Revenue
Businesses need income to survive.
A restaurant operating at half-capacity usually cannot afford the same level of talent, service, and investment as a fully functioning one.
3. Reduce Costs & Waste
Businesses constantly try to reduce:
- wasted food
- wasted labor
- wasted time
- wasted inventory
- wasted opportunities
4. Avoid Problems
Many policies exist because somebody caused a problem before.
A surprising number of rules were written after someone tested the limits.
RESTRICTIONS VS DEMANDS
Your allergies are real.
Your preferences are valid.
The restaurant’s limitations are real too.
Great hospitality happens when both are respected.
Restrictions are information.
“I can’t eat gluten.”
“I have a nut allergy.”
“I don’t eat pork.”
That’s information.
Demands are behavior.
“Redesign the dish for me.”
“Change the entire menu.”
“Move six reservations because I arrived late.”
Those are demands.
A SPECIAL REQUEST BECOMES A DISRUPTION WHEN IT ARRIVES TOO LATE
Need:
- a quiet table?
- a birthday setup?
- a vegan option?
- accommodations for allergies?
Ask early.
Hospitality loves preparation.
DO NOT ASSUME. ASK.
Many conflicts happen because people assume.
Examples:
- Does the kitchen close before the restaurant closes?
- Is there a corkage fee?
- Is there a dress code?
- Are children counted in the reservation?
- Is the table available for the entire evening?
- Does this dish come with sides?
Questions prevent disappointment.
Assumptions create it.
EVERYTHING HAS CAPACITY
Just because a table seats four doesn’t mean it seats six.
Just because a restaurant is open doesn’t mean every seat is available.
Just because a request is reasonable doesn’t mean capacity exists to fulfill it.
Capacity is one of the most misunderstood concepts in hospitality.
WHAT GOES AROUND COMES AROUND
Hospitality amplifies energy.
Kindness often comes back.
Patience often comes back.
Respect often comes back.
A great guest experience is usually a collaboration.
The guest contributes.
The staff contributes.
The business contributes.
Everyone influences the outcome.
THINGS THAT SURPRISE PEOPLE ABOUT HOSPITALITY
- Restaurants review guests too.
- Reservation systems store notes.
- Businesses track spending patterns.
- Businesses track visit history.
- Businesses track preferences.
- Businesses remember behavior.
- Hospitality involves enormous emotional labor.
- Hospitality involves constant problem solving.
- Hospitality often looks calm in front and chaotic behind the scenes.
The smoother the experience feels, the more work is usually happening invisibly.
TRANSPARENCY MATTERS
I believe people make better decisions when they understand how things work.
Examples:
Many guests don’t realize delivery platforms may take significant commissions from restaurants.
Many guests don’t realize reservation policies exist to protect operations.
Many guests don’t realize why busy restaurants manage seating carefully.
The more people understand the system, the better decisions they can make.
And better decisions create better experiences for everyone.