Knack Factory has posted a Q&A with Arlin Smith from Hugo’s.
Why are you in this business?
I love taking care of people in a way that they didn’t even think was possible. I would say that fact alone is what drives me. Ultimately it is what I do every day for people. Most people see service as service, where they have a server and they get to beckon them, call them over, whatever is brought over, they pay them and they are on their way. I feel like hospitality is an anticipation of needs, it is making suggestions, it is getting guests something they wanted that they didn’t even know they wanted.