The restaurant business has changed drastically over the last 20 years. Once a very much in person experience, many customers now purchase from a restaurant without ever placing foot in the dining room with online apps and delivery platforms, it has changed the way consumers interact with the restaurant brand. “Service fills stomachs, hospitality fills seats”.  The purpose of restaurants is much more than just serving a meal, long term players in the space, invest in their people and programs, to offer customers a hospitable experience, hosting their guests with an emotional connection making people feel good while they are served. While transactions are important, it is not just a transactional relationship, the best in the business led with hospitality and follow up with good food and these are the ones having the most success. Hospitality is emotional, creates loyalty and is what sets you apart! 

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The restaurant industry has been transformed by third-party delivery, takeout apps, kiosks, and mobile ordering, shifting focus toward speed, accuracy, and efficiency at the expense of the in-store experience. However, technology can deliver food efficiently but cannot replace the emotional connection of true hospitality. While service is about fulfilling basic needs—delivering correct orders quickly—hospitality involves creating a welcoming, memorable atmosphere that fosters loyalty and encourages repeat visits. The distinction is crucial: service is transactional, but hospitality is transformational, turning satisfied guests into loyal customers and brand ambassadors. 

In fast-paced restaurant environments, integrating hospitality requires intentional effort, such as training staff to acknowledge guests, show empathy, notice personal details, and foster genuine human connections. Technology should be used to handle routine transactions, freeing staff to focus on meaningful interactions. Cultivating a culture of recognition and respect internally translates into warmer, more attentive service externally. Ultimately, while good service keeps customers coming back, it’s hospitality that makes a restaurant unforgettable, giving operators a competitive edge by turning ordinary visits into memorable experiences that generate lasting loyalty and positive word-of-mouth. 

To read more, click the link below. 

Good Service Won’t Save Your Restaurant. Hospitality Will – QSR Magazine