Episode Details

In this episode, Jose Cervano, a server at the Top of the Mark bar in the InterContinental Mark Hopkins San Francisco, shares his journey in hospitality and the secrets to making guests feel special.

• Jose's Journey in Hospitality - Learn about Jose's 48-year career at the Top of the Mark bar and how he started in the hospitality industry.
• The Iconic Top of the Mark Bar - Discover the history and significance of the Top of the Mark bar.
• Creating Special Moments for Guests - Understand how Jose makes each guest's visit memorable, from serving soldiers to celebrating birthdays and anniversaries.
• Advice for New Hospitality Workers - Hear Jose's advice for new associates on providing excellent service and the importance of enjoying the work.
• The Tradition of the "Soldier's Bottle" - Learn about the unique tradition of the "soldier's bottle," a practice that started during World War II and continues to honor military personnel.
• Building Long-lasting Relationships with Guests - Find out how Jose builds lasting connections with guests, leading to lifelong friendships and repeat visits.

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Music for this show is produced by Clay Bassford of Bespoke Sound: Music Identity Design for Hospitality Brands