Curiosity at the Root of Great Hospitality

Here’s a truth that separates good hospitality from unforgettable hospitality: curiosity. It sounds simple, but it’s the secret ingredient that keeps guests coming back—and teammates inspired.

Think about it. When you really pay attention, ask questions, and notice details, you uncover what a guest truly wants—even before they know it themselves. Maybe it’s remembering that Mrs. Patel always asks for extra lemon in her tea. Maybe it’s spotting a nervous first-time diner and adjusting your pace and tone to help them feel at ease.

I saw this in action recently with one of our staff. A guest casually mentioned they loved coffee from a specific local roaster. Instead of filing it away as small talk, the staff shared the information with one of the managers, who knew that we had some of their coffee in the back. The manager did a "pour over" of the coffee and broughit to them tableside. The guest’s eyes lit up. That’s curiosity turning into care. That’s hospitality becoming personal.

Curiosity isn’t just about guests—it’s about your team, too. Ask why someone arranged a plate a certain way, or how a coworker learned a technique. These questions spark learning, innovation, and connection.

Here’s the application:

1. Observe first, react second. Notice body language, preferences, even small comments.

2. Ask open-ended questions. “What brought you here today?” “How do you like your coffee?” “What’s your favorite part of our menu?”

3. Remember and follow up. Guests notice when you connect the dots; teammates notice when you value their expertise.

4. Make curiosity a habit. Start each shift asking, “What can I learn today?”

Curiosity transforms routine service into memorable hospitality. It keeps work interesting, relationships strong, and your guests—and team—coming back for more.

Because at the end of the day, people don’t just remember what you serve—they remember that you see them.