{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Grateful for Hospitality","title":"EP: 02 - Service is the Plate. Hospitality is the Feeling - Paulo de Tarso on the Soul of the Industry","html":"","width":"100%","height":180,"duration":4315,"description":"Episode SummaryPaulo de Tarso opens the Grateful podcast with the clearest working definition of hospitality you'll hear all year. Service is the mechanics of getting a plate from the kitchen to the guest. Hospitality is how that guest feels walking out of the door. One is a process. The other is a memory. Paulo traces his unlikely 35-year arc from a Brooklyn coffee shop and a dishwashing job in Soho, through Beverly Hills, to London's most iconic rooms - The Wolseley, Scott's Mayfair, and six years with Daniel Boulud at Bar Boulud - and into opening his own restaurant, Margot, in Covent Garden. Honest, opinionated, and full of practical lessons for anyone who serves a customer for a living.About the GuestPaulo de Tarso is a Brazilian-born hospitality leader who started as a busboy in New York in the early 90s and moved to London in 2005. He worked as maitre d' at The Wolseley under Jeremy King and Chris Corbin, served Richard Caring at Scott's Mayfair, and spent six years with Michelin-starred chef Daniel Boulud at Bar Boulud inside the Mandarin Oriental. In 2016 he opened his own restaurant, Margot, in Covent Garden. Post-COVID he stepped away from day-to-day operating to launch his own hospitality consulting practice, which he runs today.Key Topics CoveredThe one-sentence distinction that separates great operators from average onesHow to hire for personality when everyone else is hiring for CVWhy a real smile still out-performs a slick scriptThe US vs UK service gap - and what each can steal from the otherHow to build confidence in junior team members by investing in product knowledgeThe tronc transparency problem, and why service charge has to belong to the whole teamReading the table - upselling by holding the customer back, not pushing more on themTurning one good meal into a lifetime regularWhy hospitality is a discipline every industry now has to learn (retail, banking, hair salons)How to protect margin in a squeezed London market without cutting the...","thumbnail_url":"https://img.transistorcdn.com/xH4nKPrp9s17BMyRekwCy-9yS_dodUWH1v2qRiycUGs/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9kN2E1/ZTQxYjE2YTdmYWNh/NjI4YWNhZDc4NWM1/MjU4My5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}