WHAT IS GREAT HOSPITALITY?

Great hospitality isn’t just about service—it’s about creating an experience that consistently meets and exceeds a guest’s expectations. It’s the art of making people feel welcome, valued, and cared for in a way that feels effortless. Will Guidara, in his book Unreasonable Hospitality, describes it as the act of going above and beyond to create memorable moments, not just fulfilling a need but delivering something unexpectedly special. The best hospitality isn’t transactional—it’s transformational.

When hospitality is done well, it turns ordinary moments into something unforgettable. It’s why some restaurants, hotels, and retail spaces feel magical, while others simply function. It’s the difference between a place you visit once and a place you return to again and again.

THE DILEMMA: WHEN CONVENIENCE FALLS SHORT

I recently had a layover at an airport with three hours to spare. The perfect opportunity, I thought, to enjoy a good meal and relax before my next flight. But what I encountered was far from the warm hospitality I had hoped for. I sat down at a full-service restaurant only to find that there were no servers—just screens. The host gestured to a nearby kiosk and enthusiastically informed me, "Just order from one of these—really cool, right?"

No, not cool at all.

For someone with celiac disease, the ability to speak with a knowledgeable staff member isn't a luxury—it's a necessity. I need to verify not only what’s gluten-free but also how it’s prepared. What oil are they using? Is there cross-contamination? These aren’t minor details; they determine whether I enjoy my meal or spend the next few hours feeling miserable. But with no human in sight to answer my questions, I had to take a gamble.

The irony? In an effort to make things easier and faster, the experience became frustrating and completely impersonal. Technology didn’t just strip away the most important part of hospitality—it eliminated it entirely.

A FEW LOCAL BUSINESSES THAT ARE GETTING IT RIGHT

While many businesses are racing toward automation, there are those that stand out by leaning into hospitality. These places understand that thoughtful, in-person interactions aren’t just "nice to have"—they're essential.

Take Moniker General in San Diego, for example. Their founder once described hospitality as "thinking of you before you got here." And it shows. From the warm greeting at the door to the carefully curated details that make the space feel like an extension of your own living room, Moniker doesn’t just serve great coffee—it creates a warm, inviting experience.

Consortium Holdings, another San Diego standout, elevates hospitality through meticulous attention to detail. Every restaurant, bar and hotel they open—from the lighting to the music to the way the menu is presented—is designed to make you feel something. You’re not just ordering a drink; you’re stepping into a world carefully crafted for deeper connection. Their spaces intentionally remove distractions like televisions, encouraging guests to be fully present—off their screens and immersed in the carefully crafted experience before them. In an era of constant digital noise, this is a rare and valuable gift, a reminder of the richness of real-life connections and the transformative power of true hospitality.

What makes these places special is their ability to anticipate needs before a guest even expresses them. In Unreasonable Hospitality, Will Guidara emphasizes that the best hospitality is proactive, not reactive. Great establishments aren’t just responding to customer requests; they’re curating moments that leave a lasting impression. This philosophy extends beyond restaurants—it applies to any business that wants to stand out in an increasingly automated world.

THE GROWING IMPORTANCE OF HOSPITALITY-DRIVEN EXPERIENCES

Despite (or perhaps because of) the rise of digital-first businesses, the demand for meaningful, in-person experiences is growing. People don’t just want convenience—they crave connection. Hospitality is about anticipating needs, exceeding expectations, and making people feel seen, valued, and taken care of. And in today’s increasingly digital world, this is a massive opportunity.

Simon Sinek, a thought leader on leadership and human connection, argues that the best businesses aren’t just selling products or services—they're building a sense of belonging. Hospitality isn’t just about making a sale; it’s about making people feel like they matter. Businesses that lead with this mindset foster deep loyalty because they understand that customers aren’t just transactions—they’re people seeking meaningful experiences.

Danny Meyer, another hospitality visionary, once said, "Business, like life, is all about how you make people feel." That simple truth is more relevant than ever. Businesses that double down on hospitality, rather than strip it away, will create more than just satisfied customers. They’ll build loyal communities. They’ll be the places people return to, not because they have to, but because they want to.

Technology will continue to shape the way we interact with the world. But hospitality—the art of making people feel welcome, appreciated, and cared for—will always matter. The businesses that recognize this and prioritize exceptional, human-first experiences won’t just survive in an era of impersonal convenience—they’ll rise above the noise and stand out in a sea of commodities.

Great hospitality isn’t a thing of the past. It’s the ultimate differentiator for businesses that refuse to be ordinary.

So here’s the challenge: How will you bring great hospitality back? Whether you’re a business owner, a leader, or simply someone who values genuine connection, now is the time to rethink how we create places and experiences that people don’t just visit—but return to, time and time again.

We help businesses craft extraordinary spaces and experiences that leave a lasting impact—and we’d love to help you do the same.

📧 Get in touch today at chip@creatorsignite.com to explore how we can bring your vision to life.

Let’s build something extraordinary—together.