https://www.youtube.com/watch?v=kSTc3KATSowWhen people think of restaurants, the word "service" usually comes to mind. However, in most cases, people are thinking of "hospitality." Service refers to the transportation of a product to the end user.
"It’s the right food at the right time at the right temperature being given to the right person, for example. Hospitality is how that transaction –feels–"
Even though something may be done flawlessly, it might not feel good to the customer. Your staff may technically know the correct way to execute a task, but the way in which they execute the task is just as important as the end result.
"Hospitality is providing for someone else in such a way that they know that you are on their side."
In addition to performing tasks well, staff should be providing a warm and inviting atmosphere for guests. This means smiling and making them feel welcomed.