Unreasonable Hospitality Top Quotes

in too many organizations, the people at the top have all the authority and none of the information, while the people on the front line have all the information and none of the authority.

Former navy captain David Marquet says that in too many organizations, the people at the top have all the authority and none of the information, while the people on the front line have all the information and none of the authority.

Over the top? You bet. Not only did we want our people to come in for dinner; we wanted them to have a better experience than anyone else in the room. It was a way to say thank you for all that the team gave us—their creativity, good humor, and hard work. But it was also to show them the same graciousness they delivered every day.

We got on that 50 Best list by pursuing excellence, the black and white, attending to every detail and getting as close to perfection as we could. But we got to number one by going Technicolor—by offering hospitality so bespoke, so over the top, it can be described only as unreasonable.

We didn’t like hearing our names called in last place; we’re going to use that humiliation to push ourselves,” we said. “As amazing as the restaurants in the top ten are, we could be just as good, if not better. We want to be number one.” It was a tremendous risk to articulate that dream out loud. When you set a goal for your team and fail to achieve it, you run the risk of damaging morale—and this was a particularly audacious benchmark, given that slipping a single spot would mean falling off the list entirely. But the engine behind that bold statement was another quote, this one by Jay-Z: “I believe you can speak things into existence.” I know this for sure: if you don’t have the courage to state a goal out loud, you’ll never achieve it.