I recently met a restaurant manager who didn’t just work the floor. He greeted us like we were old friends and treated us like VIPs. At the end of the meal, we complimented our server to him. He smiled with pride and told us that she started with little experience but huge heart for hospitality. He went on to explain that he started out the same way.
“I started here as a runner. But even as a kid, I knew I was born for hospitality. Now I’m the manager and I love coming to work every single day!”
That’s passion. And you could feel it in everything he did—from how he supported his team to how he made us feel like the most important guests in the house. And that’s the kind of passion you simply can’t teach.
That spark. That soul-level commitment to making someone’s day just a little brighter. That internal fire that doesn’t come from a paycheck or a performance review. You can’t fake it. You can’t fabricate it.
And no, you absolutely cannot teach it.
But when you see it? You feel it, and it’s contagious!
The Science Behind the Spark
What’s really happening inside the brain of someone who’s passionate about hospitality? It starts with intrinsic motivation—that inner drive to excel not for tips, trophies, or titles, but because the work itself feels meaningful.
Neuroscience shows that intrinsically motivated people light up brain regions linked to joy, decision‑making, and long‑term memory. In short, they’re wired to care. They connect deeply, solve problems creatively, and chase excellence because it’s personally rewarding. Every time they see a guest smile or turn a challenge into a win, the brain releases dopamine—fueling a self‑reinforcing loop of purpose, pride, and peak performance.
Here’s the kicker: emotions are contagious. Thanks to mirror neurons, guests and teammates don’t just see that passion—they feel it. The energy rises. Trust builds. And suddenly, what could have been a simple service interaction transforms into a genuine human connection.
What Passion Looks Like (Hint: It’s Not Just Enthusiasm)
Passion isn’t always loud. It’s not just the bubbly front desk agent or the charismatic server with the flawless upsell. Sometimes, it’s quiet. Steady. Behind the scenes. Passion lives in the subtle cues—the way someone straightens a table setting without being asked, the extra care in how they fold a towel, or the instinct to offer help before it’s needed.
Passionate people are deeply tuned in. They notice the little things: the anxious traveler who needs reassurance, the anniversary couple who deserves a little extra sparkle. They light up when guests light up. They get energized not by applause, but by impact.
You Can’t Manufacture Passion—But You Can Multiply It
Passion may be innate, but it’s also contagious. You can’t force someone to care—but you can create the kind of environment where genuine enthusiasm catches fire and spreads.
It starts with who you bring onto the team, but that’s just the opening act. The real magic happens when leaders intentionally nurture, amplify, and protect that spark—turning individual passion into a driving force that powers the whole operation.
And here’s where the brain science kicks in: motivation and emotion aren’t just “feelings”—they’re neurological events. The right conditions activate reward circuits, boost dopamine, and prime mirror neurons to spread energy through a team like an encore that just won’t quit.
In fact, there are four simple but proven ways to fan the flames without burning people out—each grounded in what neuroscience tells us about how the brain stays motivated, energized, and engaged. Here’s how to make it happen.
1. Hire for Heart, Train for Skill
Look for the glint in their eye, the story about the time they went above and beyond just because. Resume gaps can be filled. Passion gaps? Not so much.
2. See Something, Say Something
When you see someone showing passion, name it. Recognition is rocket fuel. "I saw how you handled that family’s late check-in with such grace. That’s exactly the kind of heart we need."
3. Tell the Why, Not Just the What
Passion thrives when people understand the bigger picture. Don’t just teach how to serve—remind them why it matters. Every smile, every gesture, every moment matters.
4. Protect It Like a Flame
The quickest way to extinguish passion? Burnout, bad culture, and bureaucratic bullshit. Passionate people will give you everything—if they feel safe, supported, and valued.
In a world where AI can take reservations, robots can deliver towels, and menus can be scanned via QR codes, the human part of hospitality has never been more valuable.
And passion? That’s the human X-factor. It’s the difference between a check-in and a warm welcome. Between a meal and a memory. If you want guests to feel something special, your team has to feel something real. Because in the end, guests won’t remember the specials, the wait time, or the perfectly cooked risotto.
But they will remember how someone made them feel.
Dr. Melissa Hughes is a dynamic keynote speaker and author of Backstage Pass: The Science Behind Hospitality that Rocks. She’s known for blending cutting-edge brain science with contagious energy, humor, and heart. Melissa delivers unforgettable keynotes that spark mindset shifts, boost engagement, and drive measurable, lasting transformation.
