Mark Simpson explores how restaurants create magical guest moments and turn them into systems. He argues hospitality will shift toward personalized experiences over the next decade, though it's harder for unique properties to scale.
I won't spoil the whole book for you. But, you know, he becomes really fascinated with how to deliver very special experiences that feel magic, almost magical to you in the restaurant that you would never expect. And then he starts to figure out that, you know, you can only do that early, but if you try to, if you think about how you could process that and create a process for doing that more frequently, you could do it more often. I'm, like, super fascinated about how you process and sort of operationalize something that feels super special and customized to the guest. And I think this is where hospitality goes. Over the next 10 years, it's going to be really exciting because it's not going to be easy to do when you have unique homes, but if you can pull it off, it's going to be incredible.
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