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Slide: 1
“A couple just got engaged at table twelve — should we send dessert on the house?” (102)
“We’re not in the business of serving food. We’re in the business of creating memories. Let’s send champagne, write them a note, and make tonight unforgettable.” (103)
Will reminded his staff that their role was not just to serve, but to create special memories.
Slide: 2
“Hospitality is about making people feel seen. You can give someone the best service in the world, but if you don’t make them feel special, you’ve missed the point.” (14)
“That’s when it hit me service isn’t just about what you do, it’s about how you make someone feel while you’re doing it.” (15)
He thought back to his father’s advice about what hospitality truly means.
Slide: 3
Cooking is an expression. I can plate the most beautiful dish in the world, but without hospitality it’s incomplete.” (68)
“Exactly. Food is the vehicle, but hospitality is the destination. People remember how you made them feel long after the taste fades.” (69)
When he partnered with chef Daniel Humm, their conversations shaped the restaurant’s mission.

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