Great hospitality exists only with great people. The ease with which it is delivered and the sustainability of the practice, is entirely dependent on the foundation that supports it. We can’t always control the day, but we can always set the environment up for success.

Hospitality done well is a lesson in mindfulness. We must be present, and we must never judge. We act on every, tiny opportunity, both necessary and just to delight. The perfect service requires no questions from the recipient.

There is so much good in hospitality. We get the opportunity to brighten someone’s day with every interaction. We a get to play infinite games of “What can I do to make this situation the best it can be?” We know that ‘team’ includes every person, in every situation. We understand that life is better…

The ability to sit with your own thoughts, label your feelings, and consider your reactions is the foundation of personal growth. Learning from your experiences is the foundation of wisdom.

I just spent the most fulfilling weekend recording nine tracks for a man that has not set foot inside a studio in 60 years of performing. His world has always been the stage. He is a consummate professional, and I’m not even an amateur music producer, but I was able to give him something he’s…

Life is a team game. Anything I can do that helps my team be the best version of themselves. Anything I can do that brings positive change for our team. Anything I can do that shares this philosophy. Is worthwhile.

This was originally my ‘Service Values’. What I’ve come to realize is, it is bigger than hospitality. This is a worthy framework for life. I am curious. I do not judge. I treat everyone as equal. I honour my commitments. I pay attention to detail. I am committed to doing everything I can to get it…

If work is a place where we’re going to spend half our lives, if work is about meaning, if work is about connection and growth, then building an organisation where that sort of thing is valued and expected, will cause the people that have a choice, to choose you. – Seth Godin (lightly edited for…

Raise others up. Seek worthwhile pursuits. Have meaningful conversations. Learn. Better yourself. Invest in the next generation. Build community. Embrace what matters. Turn down the volume on everything else.

Arrogance in others is a personal pet peeve. Hypocrisy is also, which makes it ironic that I found myself acting rather arrogantly today. I saw my leader’s faults and I knew what is best for his business. I had no doubt what is vital for his success. I was wrong. His business will succeed without…

Every day I learn about a different challenge that someone has faced in their life, a challenge that has shaped their view of the world, that is present in every interaction. Every time I learn something new it reminds me, do not judge, be curious. Where are you at today, or everyday? I will meet…

The challenge (and the beauty) of taking responsibility for one’s self, is that there is no one else to blame. The knowledge that I am in control, that I have a choice in every situation (especially the negative ones), equals freedom. I have chosen, and my action, or non-action, will support that choice. The result…

My daughter asked this morning, “What is joy?” While we explained the definition, the answer should have been, “Watching you grow up.” I spent a blissful 10 minutes at the supermarket checkout today while she scanned and bagged every item from the trolley. Watching her problem solve as she turned and flipped to find the…

Good question. What feels important? What is important? Is it the same for all of us? It is all a matter of perception. For most of my career, if I wasn’t making a difference with my own hands it didn’t feel important to me. It’s a mentality that changed as I grew into leadership. I’ve…

I’m feeling overwhelmed by the options. I procrastinate because I don’t know where to start. So I’ll do one thing, and I’ll do it really well. Then I’ll do the same thing the next day.

Act, don’t react. The difference between considering your actions and reacting without thought can make or break someone’s day, it can lead to an opportunity or a closed door, it can teach a child a constructive or counterproductive way to behave. Just pause for the moment it takes to develop an intention. The more you…

A lifelong performer, close to the end, is desperately seeking validation of their status in youth. There was never a hit song or performance they could share, and they spend their last moments in fear that the people most important to them, will never truly understand that they were once “famous”. Their definition of success…

I love team sports. The consistent one in my life has been basketball, but any game where the outcome depends on the whole team is up my alley. For me, it’s not about the final score. It’s fun to know who wins or loses, but the reason I play, is to play. It’s about working…

I want to be a better writer, so I write often. I want be a better leader, so I lead by example. I want to be a better person, so I act with kindness, consideration, and intention. I want to be a better father, so I model the behavior I hope to teach. I don’t…

I am an introvert that has been in customer service for 25 years. I’m pretty done with people. I like people, I enjoy their company, I but I try and avoid serious interaction with anyone I don’t already know well. Every now and then however, I meet someone, and there is an immediate connection. The…

I may never know what experiences have influenced the actions, or reactions, of the people around me. If I assume that they are inherently good, and I acknowledge that their actions are to me, not because of me, I can meet them where they’re at. Then I can do my part to make the best…

There will always be challenges. How you choose to react is one of the only things truly within your power. You may need to be firm, but you can also be kind. You can choose to be curious, to be brave, or to find the opportunity. You can choose not to be judgmental.

To work for our world. To work for our community. That is evolution. We are the only ones capable of saving this planet and we will eventually do it. We just need to let go of the sunk costs.

The secret to success in almost anything, is to find people who love to play the game, and set them up with systems designed to win the game.

The origin of hospitality is to be hospitable. It is about people. As I reflect on 25 years in the industry, there have been three consistently nourishing elements. Great people, community, and the opportunity to serve. In this moment, I serve an amazing team. I try to lead a functional, focused, supportive, and enjoyable environment.…

Noise may be faulty systems, a fixation on others’ opinions, or an uncertainty about what really matters. It comes in forms like status, affiliation, or fear. Some people are wired to ignore the noise. For others it takes work, and experience. Sometimes a catalyst changes our perspective. However we arrive, once the noise fades, we…