Hospitality isn’t dying, the way we train it is.
In this presentation, I break down the hospitality mindset that most restaurants completely miss. If you’ve ever wondered why your team can smile, say the right words, follow the script… and STILL fail to deliver real hospitality, this is for you.
Most restaurants try to fix the symptom, the surface-level smiles, greetings, and scripts. But the real game is underneath the iceberg: the cause.
That’s where loyalty, retention, culture, and real guest experience are built.
Inside this training, I break down:
🔥 Why hospitality feels rare today
🔥 Why scripts don’t create connection
🔥 Why Gen Z isn’t motivated by money, and what actually drives them
🔥 The real difference between service vs. hospitality (your team MUST know this)
🔥 Why hospitality is innate in everyone
🔥 How Chick-fil-A, In-N-Out, and elite teams build buy-in, growth, and purpose
🔥 The one mindset shift that makes training actually STICK
🔥 Why accountability is the #1 missing skill in restaurants
🔥 How “employee experience” determines your guest experience
🔥 The 'Moneyball' lesson every operator needs: put the right people in the right roles
If you want to build a team that gives unconditional hospitality, creates trust with guests, stays bought in, and actually cares, it starts with the mindset.
This is how you develop your people.
This is how you build culture.
This is how you thrive instead of survive.