I recently shared a passage from a book called Setting the Table by Danny Meyer with my team. Danny is a successful restauranteur whose concepts run the gamut from upscale fine dining to burgers and fries at the always packed, Shake Shack. This passage about hospitality vs. service is beautiful, impactful, and I could not agree more...

Understanding the distinction between service and hospitality has been at the foundation of our success. Service is the technical delivery of a product. Hospitality is how the delivery of that product makes its recipient feel. Service is a monologue - we decide how we want to do things and set our own standards for service. Hospitality, on the other hand, is a dialogue. To be on a guest's side requires listening to that person with every sense, and following up with a thoughtful, gracious, appropriate response. It takes both great service and great hospitality to rise to the top.