Setting the Tone for Connection, Chance Encounters, and a Good Laugh.
It's not that serious.
More businesses ought to strive for comfort, warmth, and connection with their customers. At least that’s how my two favorite restaurants in Brooklyn make me feel every single time. Sweetwater (above) & Otis (below).
A quick story: I had got a hard-to-nab reservation at Restaurante Rosetta in Roma Norte, CDMX. Their quick-service pastry & coffee location (Panadería Rosetta) was located right next to the Kindred I was staying in. My girlfriend and I went almost every day during a 9-day day trip. It is incredible and sets the bar high for the sit-down full-service experience.
As it turned out, the food at Rosetta was memorable in the best way possible. Also, the brand experience from the interiors to the menu designs to the uniforms matched the cuisine. It made me feel closer to the earth is the only way I can put it. There was so much green with colorful citrus accents. The inside of the restaurant was bright with lofty ceilings and buzzing with energy. An incredible night was closed out with fresh herbs rosemary ice cream and olive oil.
What made the night even more special was the waiter. His name was Luis and he was new and being trained by the manager while taking our orders. He also didn’t speak much English, and I didn’t speak much Spanish. But he had this smile with a mouth full of braces and a laugh that you don’t forget. Any mistranslation he made was followed by laughter, causing a laughing fit together as a group. The dinner was excellent and the service + atmosphere ranked it as one of my favorite hospitality experiences I’ve ever had.
In my opinion, even the most superb businesses with Michelin stars, famous interior designers, and hefty initiation fees should combat the who’s who (who do you know here) attitude that tends to fester. With the growing number of membership clubs (social, wellness, etc.) - who wants to pay for something that doesn’t give them a sense of belonging, or joy? If I’m forking over cash - I prefer to feel comfortable and at home. Granted - some businesses are designed to create exclusivity and a sense of scarcity. But to me, the feeling that can often follow is tense.
It’s on the business operators to set the culture & tone (the vibes). The truth is - the quality of the product or service is the underlying value. The questions I’d ask as an operator are: “How can we increase the likelihood of chance encounters, belonging, warmth, connection, laughter, etc?” Open interiors can do this, good music contributes to this, even theatrical expensive entrees... But at the end of the day, the people running the show set the tone. When you’re left feeling amazing after you leave - that’s what I’m after.
For anyone who hasn’t read it, check out Unreasonable Hospitality by Will Guidara. It’s one of those books that can be finished in 2-days (because it’s so engaging). This book applies to anyone in any industry looking to improve their relationship with customers and brand loyalists. Also, he shares how to be a more effective manager/leader with wonderful personal anecdotes and stories.
Hospitality experiences that left me feeling GREAT.
OH BOY in Williamsburg Brooklyn. The food is A+ delicious and the staff care to get to know you.
Jean Michel Blais performing at National Sawdust. What could have been a stiff performance - the pure talent and beauty of the music was included with a warm and inviting comedic persona. I’d fly to another country to see another performance in a heartbeat.
Lastly, I went to a networking event at Hotel Hugo hosted by Samantha Shankman. It was a mishmash of incredible hospitality-adjacent entrepreneurs including professionals in PR, videography, branding, development, and more. We spent the night getting to know each other through a series of thought-provoking questions from the host.
The stories we shared of memorable hospitality experiences sparked the inspiration for this post. What could have been any other boring networking event with formalities turned into an authentic connection and shared sense of community.
Till next time!
