Coming soon · Book Profile
Setting the Table
A renowned restaurateur reveals that the secret to sustained business success is a philosophy of "Enlightened Hospitality," which prioritizes employees first to create a virtuous cycle of positive experiences for all stakeholders.
A profile of this book is on the way.
What it’s about
In this memoir-meets-business-guide, celebrated restaurateur Danny Meyer argues that the most meaningful and sustainable path to success has little to do with your product and everything to do with how you make people feel. Drawing from two decades of experience building some of New York's most beloved restaurants, Meyer unveils his counterintuitive philosophy of "Enlightened Hospitality." This framework upends traditional business models by prioritizing stakeholders in a specific, deliberate order: employees first, followed by guests, the community, suppliers, and finally, investors. He posits that by creating a culture where employees feel valued and supported, they will in turn deliver exceptional, genuine hospitality to guests, creating a virtuous cycle of loyalty, community support, and ultimately, greater and more enduring profitability. It's a book not just about restaurants, but about the transformative power of putting people at the center of any business.
The through-line
- Who it’s for
- An ambitious and caring business leader, entrepreneur, or manager who wants to build an exceptional and enduring business known for its great culture and loyal following.
- The problem
- It is a daily struggle to stand out in a competitive marketplace, manage employees effectively, and consistently deliver a product or service that keeps customers coming back. They feel frustrated by employee turnover, stressed by inconsistent customer experiences, and worried that their business lacks a soul and is just another commodity in a crowded field.
- The plan
- Embrace the philosophy of Enlightened Hospitality by putting your employees first.
- Hire for emotional skills using the '51 Percent Solution'.
- Lead your team with 'Constant, Gentle Pressure' to maintain high standards.
- Master the art of service recovery by 'writing a great last chapter' after any mistake.
- The payoff
- Your business becomes a beloved institution with a stellar reputation for both excellence and culture. · You attract and retain top talent, creating a loyal, motivated team that loves coming to work. · You build a devoted following of customers who act as advocates for your brand.
See our guide
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Additional reading
- The Service Profit Chain · James Heskett, W. Earl Sasser Jr., and Leonard Schlesinger
This book provides the foundational argument that satisfied employees are crucial for delivering good customer service, which in turn drives customer loyalty and profits. It supports the 'virtuous cycle' concept.
- The 7 Habits of Highly Effective People · Stephen Covey
The book heavily influenced Mercadona's CEO, Juan Roig, and helped him develop the strong values and principles that guided the company's transformation to the Good Jobs Strategy.
- Decoding the DNA of the Toyota Production System · Steven Spear and Kent Bowen
This Harvard Business Review article is cited to explain how standardization is a foundation of the Toyota Production System, which successfully combines discipline with employee involvement, a key parallel to the 'Standardize and Empower' choice.
- The Infinite Game · Simon Sinek
The book's concept of a 'worthy rival' is used by the author to explain how studying and competing with restaurants like Per Se pushed Eleven Madison Park to constantly improve.
- Leaders Eat Last · Simon Sinek
Cited for the concept that people at the top of an organization often have all the authority but none of the information, while frontline staff have the opposite, reinforcing the need to empower the team on the ground.
- Fast Food Nation · Eric Schlosser
Mentioned as a foundational muckraking work that called the American food system into question, setting the stage for the book's focus on the human cost behind the food.
- The Omnivore's Dilemma · Michael Pollan
Cited as another key text in the modern food movement that raised public consciousness about where food comes from, though the author argues it and similar works neglect the story of labor.
- How to Open a Financially Successful... (Bakery, Coffee Shop, etc.) series · Atlantic Publishing Group, Inc.
The book explicitly recommends these specialized guides for readers who are interested in specific types of food service businesses that require more detailed information than the general handbook provides.
- The Food Service Professional Guide To... (Controlling Costs, Marketing, etc.) series · Atlantic Publishing Group, Inc.
Throughout the book, the author refers readers to these more focused guides for deeper dives into specific operational areas like cost control, marketing, or bar management.
- Opening a Restaurant or Other Food Business Starter Kit: How to Prepare a Restaurant Business Plan and Feasibility Study · Atlantic Publishing Group, Inc.
This book is recommended as a supplementary resource for readers who need more detailed guidance on the critical initial steps of creating a business plan and conducting a feasibility study.