The hospitality industry is changing—how can it keep its spark?
“How are you doing tonight?” It’s a simple question, but in a city that lives to dine and drink, it can quietly define the entire experience. It’s not just what’s on the plate or in the glass that matters, but how welcome—even human—the exchange feels, rather than purely transactional.
Lately, that simple question can feel like it has been replaced with a defiant statement: “It’s not my job.” And real connection can feel fleeting. A barista takes your order without looking up. You have to ask the bartender for the menu—three times. You wait longer than expected—or remotely reasonable—just to be noticed at your table. None of it is catastrophic. But together, those small frictions signal a shift: hospitality doesn’t always feel like hospitality anymore…