The Power of Hospitality: Rethinking the Role of Emotional Labor in the F&B Industry

Leigh Loper, R&D Chef

What began as an internal team discussion on the importance of hospitality quickly morphed into a deeper dive on the function of emotional labor in the food and beverage industry. I explore the intangibility of “good service”, the related effects on labor, and finally offer a few thoughts on how to combat the frequent cognitive dissonance of service work through authentic, employee-centric hospitality.