Most people think of hospitality as something they do. Will thinks about service as an act of service—about how his actions make people feel. And he recognized that if he wanted his frontline teams to obsess about how they made their customers feel, he had to obsess about how he made his employees feel. The two cannot be separated: great service cannot exist without great leadership.

When you work in hospitality—and I believe that whatever you do for a living, you can choose to be in the hospitality business—you have the privilege of joining people as they celebrate the most joyful moments in their lives and the chance to offer them a brief moment of consolation and relief in the midst of their most difficult ones.

The cornerstone of the company’s culture was a philosophy Danny called Enlightened Hospitality, which upended traditional hierarchies by prioritizing the people who worked there over everything else, including the guests and the investors. This didn’t mean the customer suffered; in fact, the opposite. Danny’s big idea was to hire great people, treat them well, and invest deeply into their personal and professional growth, and they would take great care of the customers—which is exactly what they did.

It’s a cliché that culture can’t be taught; it has to be caught. And what better way to appreciate the exquisite nature of Daniel’s food than to spend six months ferrying plates from the kitchen to the table? More important, while we were teaching people the technical points a little bit at a time, it would give them the opportunity to fully absorb the culture we were building, long before they became point person with a guest. And how we chose which people to invite onto the team became central to our success.

I wrapped up that first strategic planning meeting by telling the team, “The moment you start to pursue service through the lens of hospitality, you understand there’s nobility in it. We may not be saving people’s lives, but we do have the ability to make their lives better by creating a magical world they can escape to—and I see that not as an opportunity, but as a responsibility, and a reason for pride.