Service Is the Experience

Service delivers the task.

Hospitality delivers the feeling people never forget.

Service isn’t a department - it is the experience. Every interaction, no matter how small, shapes how people feel about an organization. As Will Guidara writes in Unreasonable Hospitality, “Hospitality is how you make people feel.” That feeling is the product, whether you’re serving a meal, a client, or a team.

Serving with flair means going beyond what works and intentionally designing moments that resonate. Guidara reminds us that “Service is black and white. Hospitality is color.” Anyone can meet expectations; exceptional organizations choose to add warmth, personality, and care. Those choices are what turn transactions into relationships.

At Little Birdie, we believe great service is never accidental. It’s built through clear values, empowered people, and leaders who give teams permission to care deeply. As Unreasonable Hospitality makes clear, excellence isn’t a single grand gesture, it’s a commitment to showing up thoughtfully, again and again, in ways that people remember long after the moment has passed.