Top Take-Aways from Bart

“Kindness, Action & Doing What Most People Don't”

HSMAI DC session delivered a high-energy, emotionally rich message on how hospitality professionals can elevate results through kindness, intentionality, follow-through, and emotional intelligence. You shared personal stories, real-world hospitality examples, roleplays, and the KINDNESS framework to teach how small moments create massive impact.

You connected deeply through:

• The “Invisible” sign story (Q in NYC) — reminding everyone that people don’t want things; they want to be seen.

• Three Frogs on a Log — deciding isn’t doing; action is what separates the great from the average.

• Cheeseburger Without Cheese — the difference between being right and being kind.

• Night Auditor Coffee Story — policies shouldn’t overpower humanity.

• Starbucks Birthday Story — the lifelong power of including others.

• #BeBamboo — flexibility is the new superpower.

• “You’re Doing Great” movement — the emotional fuel that people rarely receive but desperately need.

Bart's message gave the room permission to act, not wait, and reconnect with the heart of hospitality: making people feel seen, valued, and supported.

K — Kind Over Right

Policies should never outweigh people.
Choosing kindness builds trust, loyalty, and memorable experiences.
Examples from your stories:

• The Five Guys employee clapping when guests walked in.

• Responding to guest requests with “Absolutely” rather than correcting them.

Reminder: Being right wins the moment.
Being kind wins the relationship.

I — Include Others

In hospitality, no one should feel invisible.
Inclusion isn’t just physical, it’s emotional.

You reinforced:

• Asking genuine questions

• Bringing new people into conversations

• Noticing who’s alone

• Making others feel seen, welcomed, and important

Attendees were reminded:
Inclusivity is not an action; it’s a responsibility.

N — Notice, Anticipate, Overdeliver

This is hospitality’s competitive advantage.

You taught them to:

• Notice the small signals

• Anticipate needs before they’re spoken

• Overdeliver in ways that surprise and delight

The subway video + marathon video brought home the difference between:

• Delivering → doing your job

• Overdelivering → doing what Most People Don’t

Your strongest line here:
Your competition delivers. You overdeliver.

D — Doing (Not Just Deciding)

Most people say they’re going to take action.
Few actually do.

You challenged them to:

• Follow up

• Reach out

• Apply what they wrote down

• Use the market data

• Stop waiting for “later”

Your mother’s letter story made the room understand:
Good intentions don’t create impact. Action does.

D — “Doing Great” & Emotional Impact

You gave them a tool that changes people instantly:
“You’re doing great.”

You showed:

• People rarely hear it

• Everyone needs it

• And saying it strengthens connection, loyalty, and confidence

Ben’s story from FBLA showed the life-changing power of emotional kindness.

This moment alone is what attendees said they’ll remember forever.

D — #BeBamboo (Flexibility Over Rigidity)

Bart taught you:

• Bamboo bends without breaking

• Oak trees look strong but snap under pressure

• Flexibility is now a leadership and service advantage

Key line:
Control what you can. Adapt to what you can’t.
Bending isn’t breaking. Be bamboo.

Attendees left committed to bringing #BeBamboo back to their teams.

Most People Don't website

  https://bartaberkey.com