Little Moments Matter Most - Reair - Will Guidara - Defining Hospitality

So

America used to be a manufacturing economy for most of our history.

Now we're a service economy, and dramatically so.

More than 3 quarters of our GDP globally, it's more than 65%, is driven by service industries.

My whole thesis, the thing that I'm trying to encourage is to stop thinking that the hospitality industry is just restaurants and hotels and cruise lines.

Because whether you're in financial services or construction or insurance or design or real estate or retail, you do the same thing for a living that I do.

You're the business of serving other people.

And Given where we're at, given what's just transpired over the last three years, the thing that people are craving now more than ever is connection.

And the secret ingredient when it comes to connection is hospitality.

I believe that everyone in every business can make the choice to be in the hospitality industry.

I believe that when you really look at what people want and need, making good products is no longer enough.

Serving them efficiently is no longer enough.

It's now how we make people feel, those that we work with and all those that we serve, that matters most of all.

And I really do believe that we're on the precipice of becoming a hospitality economy because all the companies that choose to prioritize that connection, how they make people feel, those are the companies that will quickly find themselves separated from the pack.

I totally agree.

And again, I want to loop back into that idea of culture and values, right? Because if we if we go back to Britney, Britney didn't just appear there right you had a culture and values that were you know oozing through all of the organizations that you've been in how do you go about creating and scaling that culture so that it not just it's how you treat your guests but it's how you treat everyone and how you attract everyone to be in your tribe what what are like how do you actually how have you done that in your experience well

words matter I think that any organization that's not taking the time to thoughtfully articulate their core values and their non-negotiables, put words to their isms, figure out the phrases or ideas that express who they want to be in the world is missing out on an opportunity.

But just articulating those things and putting words to paper isn't enough, then you need to say it over and over and over again.

One of the things I talk about in the book is the idea that 30 minutes a day can transform a culture.

And what that is driven by is the pre-service meetings that we have in restaurants, where every day for 30 minutes, right before we open our doors, we have a team meeting and that's not unique in the restaurant industry.

Almost every restaurant does some version of that, but many of them that may be while people are having family meal and they're just gonna go over what dishes have changed and maybe a new step of service and when health insurance enrollment starts.

But the great ones are those that recognize that that 30 minutes is a precious resource and something that you should never waste.

Because inevitably what is talked about in a culture is what is embodied.

And if every day over and over and over again, you talk about the things you stand for, the things that you believe in, the ideas that you want to bring to life, the way that you want to make people feel, the people that you work alongside, if they are the right people for your organization, they will get on board and they will embody those ideas more and more and

more.