When you start to intentionally build a culture, it’s fascinating to see how people step up and define hospitality in their own terms within the framework of the training we provide at Bon Appetit.
Hospitality is what makes our cafés feel different. It’s the way we anticipate what guests need, listen to feedback, and create experiences that feel personal and memorable. Whether that’s preparing a separate meal for someone with a food allergy, or remembering a co-worker‘s birthday with a special gesture, hospitality is about taking the extra steps and putting a shine on the small details of service that help people feel seen, heard, and appreciated.
I couldn’t be happier with what I hear from the frontlines. Guest Experience and Hospitality Manager Robert Kaskenaw has been bringing our hospitality trainings to accounts all over the country and inspiring team members to begin their journey by offering hospitality to each other. Starting with each other helps us build the hospitality ‘muscle’ and the environment in which the warm and welcoming vibes can flourish for both guests and associates alike.
And as I mentioned, it’s amazing to see how hospitality shows up in our accounts. I love hearing about how teams are operationalizing what they’ve learned through our trainings, as well as building on what innate service skills they bring to bear on our business. Whether that’s extending a welcome to the community outside our café doors, or infusing college dining halls with a spirit of belonging, this kind of work depends on creativity, consistency, and collaboration.
Every employee has a role to play in creating moments of welcome and care. Our people and our shared commitment to hospitality are just as foundational to who we are as our sustainability initiatives. We are grateful for the spirit of warmth and caring that our associates bring to work every day!
–Vice President of Image & Style Carrie Buckley
