Understanding the difference between service and hospitality is crucial to the success of a restaurant, or any business, according to acclaimed entrepreneur Danny Meyer. The CEO of Union Square Hospitality Group (USHG), which owns many well-cherished eateries in New York, including Union Square Café and Grammercy Tavern, delivered the opening keynote address at the recent M&A East conference, sponsored by ACG Philadelphia.
“Service is delivering on your promise. Hospitality is making people feel good while you're delivering on that promise,” Meyer told dealmakers. In keeping with the theme of his remarks, Meyer exuded a relaxed and congenial presentation style on stage at the Pennsylvania Convention Center.