S2E71 - How Thoughtful Details Shape Guest Experiences with Steve Fortunato

About the Episode

Welcome to the WISKing It All Podcast, where host Angelo Esposito explores the world of hospitality with special guest Steve Fortunato, founder and CEO of Roomforty and The Fig House. Steve recounts his inspiring journey from a 15-year-old busboy in a hosting family to becoming a pivotal figure in the industry.

In this episode, Steve shares his innovative approach to hospitality, emphasizing genuine human connection and meticulous attention to detail. Discover his four-part framework for building meaningful client relationships and master the art of hosting in both personal and professional realms.

Takeaways

• You can't give value and get value at the same time.
• Attention to detail can make people feel special.
• Human connection is the essence of hospitality.
• We are moment makers, not just service providers.
• Speak the good about yourself and others.
• Honor those you serve by getting curious about them.
• Respect is earned, not just given.
• Celebrate achievements while also seeking improvement.
• The catering industry has unique challenges compared to restaurants.
• Creating memorable experiences is key to successful hospitality.
• Employee engagement is crucial and can be improved.
• Catering logistics require innovative thinking and execution.
• Virtuous hospitality is about understanding generosity.
• You can't extract value while giving value at the same time.
• Celebrating progress is essential in a culture of excellence.
• The journey in hospitality should be enjoyable and sustainable.
• Generosity should be the foundation of hospitality practices.
• Creating a culture of kindness and affirmation is vital.
• The future of hospitality lies in a host mindset.
• The urgent recovery of hospitality is necessary for industry growth.

Timestamps

00:00 From Family Etiquette to Restaurant Job 06:15 Attention to Detail in Dining 09:40 "Connection: The Ultimate Nourishment" 12:59 Rethinking Hospitality and Expectations 17:30 Bridging Provider-Consumer Gap 19:51 "Entrepreneurs: Stop and Reflect" 23:36 Catering Over Restaurant Venture 25:33 Scaling Catering: Quality and Logistics 30:13 Understanding Virtuous Hospitality 32:13 Ecology Over Psychology in Hosting 38:33 Reflecting on Progress and Growth 40:26 Achievement Culture's Flawed Perspective 44:31 Designs with a Hospitality Mindset 47:50 "Engage: Conversations in Hospitality"