Operators often scoff at the idea that the product of Hospitality businesses is a “social product” inasmuch as it’s not about the food and eating or the bed and sleeping. It’s about the event in the day-to-day lives of each and every Guest that they have chosen to share with you. And your experience either adds to or subtracts from their daily lives. This is a powerful understanding of how Hospitality businesses impacts the lives of each Guest.
Here’s Howard Behar, a highly influential Starbucks executive from back in the day. In this snippet, he talks about the foundation needed to build and grow a people-first business. It’s brilliant.