I recently attended the Forbes Travel Guide Summit in Monaco. I’ll let others write the recap — there are people far better positioned than me to do that justice. What I will say is that the setting was extraordinary. The venues were stunning, the food was exceptional, and at one point I found myself at a private party inside the Hôtel de Paris Monte-Carlo, one of the most iconic hotels in the world, bought out in its entirety for the first time in its history. There was champagne, caviar, and more luxury per square foot than I have ever experienced in my life.
And when I got home, the moments I couldn’t stop thinking about, and the moments I wanted to share with our team, had nothing to do with any of that.
They were small. Almost invisible. And they were the best reminder I’ve had in years of why the little things are everything.
Night One: The Fruits of our Fun
My wife Alex and I arrived at the conference a day early and found ourselves without dinner plans. We landed at a restaurant called Pavyllon inside the hotel. It turned out to be the best meal of our entire trip, not because of the food (although it was excellent), but because of the people.
Over the course of the evening, a genuine rapport developed between our table and the staff. The glasses were never empty. The bread plate was refreshed within seconds of depletion. The staff was engaging, authentic and charismatic, the total opposite of transactional. It felt like a conversation with new friends that happened to involve incredible food and wine.
Near the end of the meal, we shared a dessert and were enjoying our final sips of wine when we were presented with two additional sweet bites. Our server recommended we enjoy one first, as it would pair better with our remaining wine. We were quite pleased with our experience and would have walked away happy right then.
After one last thank you to a server, Carlos, for a wonderful evening, he mentioned we should have one last treat. We watched him exchange a few quiet words with the pastry chef, and moments later he arrived with a small plate of cured fruit. He explained it can only be harvested during certain times of year and warned us, with a smile, to enjoy it carefully — too much can cause nausea, though he assured us the kitchen eats it all the time without issue.
The story made us lean in and the gesture made us feel like we had received something special, something that could only happen after forming a relationship with the team at Pavyllon. As Alex and I walked away, the conversation wasn’t “that was delicious” but rather “that was so much fun!” There are few better compliments to a meal than that.
Night Two: What Stood Out in the Most Spectacular Hotel I’ve Ever Been In
The following evening was the opening party of the Summit held inside the aforementioned Hôtel de Paris, a spectacular venue full of history, glitz and glamour.
At some point I found myself drifting through one of the rooms, half-empty glass in hand, taking it all in, when, almost magically, a server appeared at my side armed with a magnum bottle of champagne and a smile. He silently refilled my glass before I even registered it needed filling. Surrounded by all of that grandeur, that was a moment that really made me feel hospitality.
I wasn’t the only one. A fellow guest at the same party mentioned that while seated outside on one of the balconies, a staff member had quietly appeared and draped a shawl over her shoulders to keep her warm. Nobody asked or complained, someone just simply noticed she was cold and did something about it.
Later that evening, Alex and I settled into Le Bar Américain, one of the most storied bars in the world, also inside the Hôtel de Paris. Within about 15 seconds of sitting down, a server noticed we didn’t have cocktail napkins and placed them under our drinks. Ten seconds after that, bar snacks appeared in front of us. Again someone was paying attention and acted before we could want for anything.
Our final moment occurred when Alex spotted a beautiful cocktail at the table next to us and asked our server what it was. He described it and mentioned the base spirit was vodka. Her face fell slightly (she’s not a vodka person) and she said, “Oh, never mind.”
Most servers accept that and move on or perhaps wait for another choice to be made. Instead, he paused and asked: “What is your favorite spirit?”
“Tequila,” she said. To which he replied, “Perhaps you may enjoy a margarita?”
This was another moment that may seem insignificant, but it demonstrated the power of taking the extra step, asking an open ended question and providing a level of care that is elevated beyond service.
The Common Thread
A server who heard “never mind” and got curious instead. Napkins before you miss them. A rare fruit with a story. A glass refilled before it was empty. A shawl on a cool evening.
None of these cost much. None required a manager’s approval. What they required was an engaged team member who is genuine, present and human. Someone clearly took the time to hire the right people, train them right and is taking care of them right. These moments happened because of a strong culture deeply rooted in the concept of care.
I was surrounded by caviar, chandeliers and history. What I remember is a champagne ninja and a server asking my wife what her favorite spirit was.
What This Means for You and Your Team
Think about your last shift. How many “never mind” moments did your team accept and walk away from? How many half-empty glasses went unnoticed? How many guests left perfectly satisfied when they could have left with a story?
The goal is to build a team that is genuinely curious about the people they’re serving and empowered to act on what they notice.
Recognize the staff members who go slightly beyond the script. Teach your team to ask open-ended questions and ultimately build a culture where noticing is celebrated, not just efficiency.
Your property doesn’t need to be in Monaco for this to work. It just needs people who are paying attention.
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