Summary

In this conversation, Simon Harris shares his extensive experience in the hospitality industry, discussing the importance of genuine connections in dining experiences. He reflects on the evolution of hospitality, emphasizing the need for authentic interactions over scripted service. The discussion also touches on the impact of technology and nostalgia in shaping customer experiences, advocating for a return to the core values of hospitality that prioritize making guests feel valued and connected. Wil and Simon delve into the importance of cultivating a strong culture within the hospitality industry, emphasizing the need for genuine connections and community. They discuss the challenges faced in finding dedicated workers, especially post-COVID, and the impact of technology on the industry. The essence of hospitality is explored through the concept of phylloxenia, highlighting the selfless nature of true hospitality. The speakers also touch on the future of the industry, the role of independent establishments, and the importance of creating meaningful experiences for both staff and guests.

Takeaways