In hospitality one size fits one! 92

The ABCD strategy—always be collecting dots. 96

Nothing would ever matter more to me than how we expressed hospitality to one another. 109

I was developing what I would call an "athletic" approach to hospitality, sometimes playing offense, sometimes playing defense, but always wanting to find a way to win. ... The point is to keep the dialogue open while sending the message: I am your agent, not the gatekeeper! 56 - 57

… hospitality … is the sum of all the thoughtful, caring, gracious things out staff does to make you feel we are on your side when you are dining with us. 66

There us no point for me … to work every day for the purpose of offering guests an average experience.

There us no point for me … to work hard every day for the purpose of offering guests an average experience. 90