Hospitality is the key element of success, argues New York restaurateur Danny Meyer. He should know: his restaurants are consistently the highest-ranked in Zagat's New York survey. Go to Union Square Cafe, Gramercy Tavern, Shake Shack, or any of Danny's other restaurants and you'll have an opportunity to see how hospitality forms a good experience.
After watching this Gel video, take a look at Danny's book Setting the Table, where he explains his thoughts on hospitality in more detail. Recommended.
See also: Two very different types of good experience (and Cipriani) -