They engage in playful banter, share personal anecdotes, and create a sense of intimacy with diners. This shift towards more casual interactions has humanized the dining experience, making it less about rigid service rules and more about genuine connections.
In this era of heightened expectations and evolving attitudes towards hospitality, it’s important to remember that great service isn’t just about flawless execution or extravagant gestures. It’s about the little things, the unexpected moments of care and thoughtfulness that leave a lasting impression on diners. It’s about seeing people as individuals, understanding their preferences, and responding to their needs with empathy and grace.
As the landscape of the restaurant industry continues to change, with new voices and perspectives shaping the conversation around service and hospitality, one thing remains constant: the power of a well-executed act of kindness. Whether it’s a bartender saving a half-finished drink or a manager anticipating a diner’s favorite snack, these small gestures are what elevate a meal from good to unforgettable.
So the next time you dine out, pay attention to the little details, the moments of care and consideration that make you feel seen and valued. And remember, great hospitality is not just about what’s on the plate, but about the warmth and generosity that surrounds it. In Oxford, Mississippi, the bond between a bartender and a customer is more than just a transactional relationship. Elliot Willard, the bartender above City Grocery, always extends his hand in a warm shake before even asking what the customer wants to drink. This simple gesture is a mark of the genuine connection they share.
Reciprocity plays a significant role in the hospitality industry today. When chef Erick Williams, the 2024 F&W Game Changer and founder of Virtue Hospitality Group, got married, regular customers from the restaurant where he worked gifted him and his wife with meaningful items. One customer gave them a set of copper pots, emphasizing that Williams’ food deserved the best. Another gifted them a silver frame, now holding a cherished picture from their wedding day. Williams reflects on this generosity and acknowledges that treating customers with respect and providing excellent food creates a lasting bond.
A sense of shared curiosity and generosity is prevalent in the hospitality industry. Liam O’Neil, a musician and producer who collects unique bottles of wine during his travels, often shares these prized bottles at Philip Krajeck’s restaurant, Folk, in Nashville. O’Neil values the experience of trying new wines and sharing them with like-minded individuals, deepening their relationships through the shared enjoyment of exquisite bottles.
Caleb Zigas, a program officer at the nonprofit Waverley Street Foundation, describes waiting tables as his spiritual practice. Moonlighting as a server at Delfina in San Francisco, Zigas finds fulfillment in the meticulous tasks of setting tables and serving guests. He views his work as a form of service to others, listening to guests and meeting their needs with care and attention.
Zigas emphasizes the importance of recognizing that each guest who walks into a restaurant carries a lifetime of experiences and emotions. It is the server’s role to listen and serve with empathy, understanding the individual needs of each guest. As the hospitality industry evolves, this commitment to excellent service and genuine connection remains at the core of every interaction.
John T. Edge, a writer and host of the documentary series TrueSouth, shares his personal journey in his memoir, House of Smoke. Reflecting on his challenging childhood in the Deep South, Edge finds solace and a sense of belonging through food and hospitality. His experiences highlight the profound impact of food and hospitality in creating meaningful connections and fostering a sense of community.
As we continue to navigate the ever-changing landscape of the hospitality industry, the essence of genuine connection, empathy, and generosity remains fundamental. Each interaction, whether a handshake from a bartender or a shared bottle of wine, contributes to the collective well-being and strengthens the bonds that tie us together in the spirit of hospitality.
