New traditions work only if they’re authentic—if they fill a real purpose and satisfy a real need.

Manage 95 percent of your business down to the penny; spend the last 5 percent “foolishly.” It sounds irresponsible; in fact, it’s anything but. Because that last 5 percent has an outsize impact on the guest experience, it’s some of the smartest money you’ll ever spend.

When you work in hospitality—and I believe that whatever you do for a living, you can choose to be in the hospitality business—you have the privilege of joining people as they celebrate the most joyful moments in their lives and the chance to offer them a brief moment of consolation and relief in the midst of their most difficult ones. Most importa

We hired you for a reason. We know you have something to contribute, and we don’t want to wait to see what it is.

by offering hospitality so bespoke, so over the top, it can be described only as unreasonable.

if you take care of your managers and give them what they need to be successful, you put them in a better position to take care of their teams.

If adding another element to the experience means you’re going to do everything a little less well, walk it back. Do less, and do it well.

“Their perception is our reality.” Which means: it doesn’t matter whether the steak is rare or medium rare. If the guest’s perception is that it’s undercooked, the only acceptable response is, “Let me fix it.” And true hospitality means going one step further and doing everything you can to make sure the situation doesn’t repeat itself—in this case

The first time someone comes to you with an idea, listen closely, because how you handle it will dictate how they choose to contribute in the future. Dismiss them that first time, and you’ll extinguish a flame that’s difficult to rekindle. Someone may approach you with an idea you’ve heard before, or one you’ve already tried; don’t automatically re