You work hard all week. You barely have time to spend with your loved ones. Then, on those rare magical days when everything aligns, you finally get the chance to plan a special night out. You make a reservation at a nice restaurant, excited to relax, decompress, and enjoy yourself.

But too often, what should be a memorable evening quickly falls flat. The menu feels confusing, more like a homework assignment than an invitation. You pull out your phone to try and understand dish names. You feel rushed, uneasy, and uncertain. The service is inconsistent, the staff distracted. When you finally get someone’s attention, the exchange feels more like a cold transaction than the warm experience you hoped for.

Sadly, this is not unusual. The art of hospitality, the thoughtful details that make guests feel welcome and cared for, has quietly faded across much of the country.

Why Hospitality Still Matters

Hospitality has always been about more than food. It is about creating a feeling. Surveys consistently show that diners place service and experience above price. Nearly half of customers say they will not return after poor service, and many admit to leaving restaurants before even ordering if they feel ignored or disrespected.

That tells us everything. Hospitality is not an extra, it is the foundation. Guests spend more when they feel valued, and even a small improvement in service can dramatically increase loyalty and long term success.

A Personal Memory

I still remember Christmas dinners at my grandmother’s home. She would spend hours preparing handmade gnocchi and ravioli. The food was incredible, but it was the feeling that stayed with me. The laughter, the warmth, the love of being cared for. That was hospitality in its purest form.

Restaurants have the power to recreate that same sense of welcome. It does not require extravagance. It requires care, presence, and intention.

Why It Has Slipped Away

Since the pandemic, restaurants have faced relentless challenges. Rising costs, labor shortages, and long hours have stretched owners and staff to the breaking point. Many are simply trying to survive. Yet in the process, something essential has been lost. Guests still deserve to feel special, even in difficult times.

The truth is that hospitality does not have to be expensive. It lives in the eye contact, the genuine greeting, the small gesture of checking in at the right time. It is in the atmosphere, the lighting, and the way a menu is presented. These details often matter more than the food itself.

Restoring the Lost Art

This is where service audits make a difference. My goal is to help restaurants see what their guests see, to walk through the entire experience as a customer would. From the greeting at the door to the condition of the restrooms, from the attentiveness of the staff to the ease of reading a menu, every touchpoint sends a message.

When restaurants identify and improve these details, they transform the guest experience. Because when service is done right, people do not just eat, they connect. They make memories. They return again and again, not just for the meal, but for the way they felt while they were there.

A Call to Action

Everyone has a different idea of hospitality, but we all share something in common. We value those rare, meaningful moments with family and friends. We do not want cold exchanges or screens to replace genuine care. We want connection. We want to feel welcome.

It is time to bring hospitality back. Not just in the Bay Area, but across the United States. Restaurants that embrace it will not only survive, they will thrive. More importantly, they will remind us all that dining out should never be reduced to a transaction. It should be an experience of warmth, care, and memory.

Hospitality is not dead. It is waiting for us to bring it back.