Danny Meyer

Setting the Table

1. IDEA 1

   Hospitality is how guests feel

   Meyer, a famous New York restaurateur, distinguishes service, the technical delivery of food and drink, from hospitality, how the experience makes guests feel. He argues that hospitality is what makes people return.

2. IDEA 2

   Put employees first

   Meyer's idea of enlightened hospitality puts employees first, then guests, community, suppliers and investors. Happy employees create happy guests. In Meyer's view, staff who feel cared for are more likely to care for guests, and this is why employees come before everyone else.

3. IDEA 3

   Hire for emotional skill

   Meyer looks for fifty-one percenters, people whose skills are at least half emotional, such as warmth and empathy. Technical skills can be taught. In Meyer's view, people with warmth and empathy make guests feel welcome in a way that training alone cannot give.

All 8 ideas from Setting the Table →