Hospitality

Prepare for these recurring moments in advance, and your staff doesn’t have to reinvent the wheel every night—they just have to listen and make it happen. You might be wondering: Once you’ve systemized it, is it still hospitable? Does that airplane snack box carry the same warmth and generosity the thirtieth time you hand one to a guest as it did... See more

This is a hospitality solution: a problem that we solved not by sneakily chipping away at the service we were offering but by blowing it out in the opposite direction—by giving more, not less.

People often confuse hospitality with luxury, but I could have given that table a bottle of vintage Krug and a kilo of caviar, and it wouldn’t have had anywhere near the same impact. Luxury means just giving more; hospitality means being more thoughtful.