Hospitality

the qualities required of hosts: confidence, joviality, risk tolerance. It takes a lot of self-possession to put yourself in charge of other people’s time for a while

Too many businesses don’t really understand that the core of their business is making people feel good. Whether it’s walking into a store or a restaurant, or being on an airplane, most people go through life hoping that good things will happen to them, and they return to businesses that make those things happen.