Some thoughts on hospitality.

I’ve got a short one for you today.

They say you can’t go home again, but this week I’m heading to my hometown, Henderson, Kentucky, where I’ve been invited to speak at their inaugural hospitality summit. They have a mission to become the most hospitable town in America, and apparently, they are trusting me to be a part of communicating that lofty mission. Will Guidara, who makes his living writing and talking about this topic, is the keynote speaker.

Operating restaurants is my primary source of income, and keeping them relevant, busy, and well-liked (ideally from a combination of great service and thoughtful hospitality) is what keeps me up at night. I’ve spent over 20 years developing the framework for what I think is the optimal way to manage people, develop talent, build a culture, communicate with guests, fix problems, and run a respectable organization.

Several years ago, I began writing what I refer to as my “manifesto,” an in-depth manual for our team on topics like “Managing the Vibe,” “The Power of Keeping Your Restaurant Clean,” “Controlling the Flow,” and “Court Vision.” I like to think our brand of hospitality prizes kindness, professionalism, clarity, and connection - things that are in short supply in far too many places in this world.

What interests me lately is how these tools can be deployed to improve experiences and outcomes in other arenas: the doctor’s office, the airport, the DMV, schools, and even cities. I think the future of hospitality is not necessarily in restaurants, bars, and hotels - although the best of these will continue to sharpen its application - but instead lies in its potential for impact in other areas of our lives.

Imagine if your airline of choice acknowledged your birthday with a free upgrade, or your local bookshop comped you a book to thank you for the support, just like a regular patron might get a free round at a favorite bar. What if a hospital waiting room was lit in a way that softened the surroundings, and put you at ease? Or if the airport played good music? (I would start here.) Hospitality, whose only real requirement is paying attention, is not difficult to deploy, but the impact in the world could be transformational.