Hospitality is one of the most powerful sales drivers and customer retention tools in a restaurant’s toolkit, and a courteous, knowledgeable staff can create a lifetime customer out of a first-time visitor or ensure a return trip even when a meal doesn’t go smoothly. That’s the core philosophy at New York’s Union Square Hospitality Group, which runs the fine-dining Maialino, Eleven Madison Park and Gramercy Tavern, as well as the more casual Blue Smoke and the Shake ...

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