Then I realized: service is about taking care of peoples’ needs. It can be something we do out of kindness, but primarily, it’s a job.  Service is a list of tasks that need to be done for every person (smile, take their money, thank them) -- if every task is done, then service has been provided.  Hospitality is about making sure people feel taken care of. Here was the distinction that I was looking for: a focus on warmth and shared humanity.

When I walked into Samovar Tea Lounge for the first time, it was as though someone had settled a warm blanket around my shoulders.  I found myself returning time and again, craving something intangible.  I told myself it was the menu, the lighting, the music, the attractive and friendly staff.  As it turns out, it was all of those things and more.  I eventually applied for a job, and worked there for four years.  My time working there was a gradual realization that my passion lies in hospitality -- that I am at my best when I am making others feel good.

I joined ZeroCater to pursue my newfound interest in hospitality. I feel fulfilled and engaged when I am properly doing my job, but beyond that, I believe that I am creating something of lasting value. I’m referring not to the corporate value of brands or repeat business or even the professional satisfaction of having loyal customers, although those are important to my work. I’m not even talking about the outside relationships that have developed into close friendships and business partnerships. I’m talking about a greater scope, about creating change that exists independently of the business and changes more lives than my own. I believe that every experience of real hospitality is a personal nudge towards a happier and more positive attitude, and that I can change peoples’ lives in incremental ways through my work.

We can make a difference by providing hospitality where people expect service.  Right now, hospitality is seen as a specialized field, confined to hotels and restaurants (and not even all of those).  But it doesn’t have to be.  Service is not enough, and we should not expect it to ever be enough on its own.  By demonstrating warmth, compassion, and humanity in all of our interactions, we provide something vital: in every email and phone call, we remind our fellow humans that they are not alone. Is this idealistic? Absolutely. I am an idealist -- if we are to achieve great things, we must first aspire to greatness.

The bento boxes I’m making for ZeroCater are inspired by two kinds of Japanese bento. First there’s ekiben, or bento that you can get in the train stations in Japan. They used to be very regional so in one area they’d be famous for chicken, in another it’d be unagi, or squid. The main point was to feature that one ingredient.