A short conversational video (YouTube) featuring Donald Burns and another speaker discussing the difference between “head” and “heart” hospitality in restaurants. They describe a training on closing the gap between cognitive/service-driven hospitality and emotionally driven hospitality, claim that shifting to heart-led hospitality improves guest experience, increases spend per guest, and reduces staff turnover.
Questions this video answers
Donald Burns (creator/uploader).
January 13, 2026.
A lot of my inspiration actually comes from the conversations I have with my members, like Mark and Ruth. And then they told me about this resort and it had this disconnection between head and heart. So we actually did a full training about head versus heart hospitality, which I always say, like, I always want to give credit where credit is due is like, those things inspire me. Because here's the thing, like, if you've experienced, there's got to be someone else who's experienced the same thing. And then we have this connection, then we like to give the tools and the training, the coaching on how do you close.
That gap and make that.
Connection from the head and the heart?
And I. I feel in within our restaurant, you know, a year or two ago, it was very much hospitality from, you know, the head. And then over the last year, I suppose it's been we've just transferred from that heart to. From that head to that heart. But, yeah, the thing about it is that it really improves the guest experience.
Yes.
And a byproduct of that is you have less staff turnover. The spend per head is up. Right. We've.
We lifted.
Maybe 8,9% spend per head just from the staff, just, you know, just giving that hospitality from the heart, you know what I mean?
