The World’s Best Operators Obsess Over THIS

Hospitality

April 22, 2026•2 min read

The World’s Best Operators Obsess Over THIS...

Customers expect quality food and professionally made cocktails for the price charged.

That’s the minimum standard.

What determines whether they come back is how you made them feel.

That’s hospitality. 🍍

Which is why I’m always shocked that most bars and restaurants don’t have a documented hospitality strategy.

What’s even more dangerous is that many THINK they do.

Ask your bartenders or servers:

“What’s our strategy to turn Drop-In guests into Repeat Guests or Raving Fans?”

Most teams won’t have an answer.

Instead, operators have hope.

🤞🏻 Hope the staff “do their best.”

🤞🏻 Hope guests “feel something.”

🤞🏻 Hope people come back.

That’s not a strategy.

The world’s best operators design hospitality on purpose.

If you’ve been to a venue three times and every visit felt remarkable…

that wasn’t luck.

It was by design.

Here’s the mistake most businesses make:

They become hyper-focused on being “the best” at food or cocktails…

Meanwhile, guests are asking a completely different question:

“How did this place make me feel?”

That’s why two restaurants can serve the exact same steak…

…and one creates regulars while the other becomes forgettable.

The best operators engineer emotion.

They map:

• touchpoints

• friction points

• opportunities to impress

• non-negotiable behaviors

Nothing is left to chance.

One of the most powerful exercises we do with clients is simple:

Take ONE touchpoint:

• greeting the guest

• dropping the check

• handling a complaint

• saying goodbye

Then ask:

“What would make this REMARKABLE instead of average?”

Because the things guests remember most are rarely expensive.

It’s:

• feeling seen

• feeling valued

• feeling understood

• feeling like they matter

Remarkable hospitality isn’t built with money.

It’s built with intention.

The best restaurants in the world don’t leave guest experience up to personality or luck.

They design it.

On purpose.

Every guest. Every shift. Every touchpoint. Every time.

Sean Finter

Sean Finter is a Canadian-born entrepreneur, consultant, and speaker renowned for his significant contributions to the hospitality industry. He began his career at the age of 12, working as a dishwasher in a truck stop, where he developed a deep appreciation for the intricacies of the restaurant business. In 1999, Finter founded Barmetrix, a consulting firm specializing in assisting bars and restaurants in enhancing profitability and operational efficiency. Under his leadership, Barmetrix expanded its reach, establishing offices in Australia, the United Kingdom, Canada, and the United States, and has collaborated with over 1,000 on-premise accounts. Finter is also the creator of "Napkinomics," a methodology derived from a 20-year study aimed at understanding why some restaurants succeed while others fail. This approach provides tools, guidance, and strategies to help hospitality businesses thrive. As a sought-after speaker, Finter shares his expertise at various industry events, such as the Lisbon Bar Show, where he discusses topics like brand building in the digital age and effective competition strategies for bars and restaurants. Throughout his career, Finter has been dedicated to elevating the standards of the hospitality industry by offering insights into decision-making, growth, marketing, and creating unique guest experiences. His commitment to excellence continues to inspire and guide bar and restaurant owners worldwide.

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