Beyond the Résumé: Danny Meyer's Secret to Hiring Hospitality Stars

In the competitive world of hospitality, and frankly, in any customer-facing business, finding the right people is often the single biggest differentiator. It’s the secret sauce, if you will, that can elevate a good concept to a truly beloved institution. And when it comes to consistently building successful teams that genuinely make people feel good, few names resonate quite like Danny Meyer, the visionary behind Union Square Hospitality Group and, of course, the wildly popular Shake Shack.

Meyer’s approach to hiring isn't about ticking boxes on a résumé or finding someone with the longest list of prior experience. Oh no, it runs far deeper than that. He's famously championed what he calls the '51% solution,' a philosophy that radically redefines what truly makes a great hire, especially in roles where human interaction is paramount. It’s all about emotional aptitudes, you see, rather than just technical skills.

So, what exactly does he look for? Meyer often talks about six core emotional skills. Think about this: he believes that technical skills are the 49% – they're certainly important, don't get me wrong, you need to know how to cook a burger or manage a register. But the other, crucial 51%? That's where the magic truly happens. It's the inherent 'hospitality gene,' the innate desire to serve and care for others.

He wants people who possess what he calls 'graciousness.' This isn't just about being polite; it’s a deeper sense of warmth and genuine regard for others. You can almost feel it emanating from them, can't you? Then there's empathy – the ability to truly understand and share the feelings of another. Imagine a server who can anticipate your needs before you even voice them, or a host who instinctively knows how to put a nervous guest at ease. That’s empathy in action.

Meyer also places immense value on optimism and curiosity. An optimistic person, you know, tends to approach challenges with a can-do attitude, which is incredibly infectious and uplifting for both colleagues and customers. And curiosity? That’s what drives continuous learning and improvement, ensuring that employees are always looking for ways to enhance the guest experience. It keeps things fresh and engaging.

Another key trait is self-awareness. It’s the capacity to understand one's own feelings and how they might impact others. This fosters accountability and helps create a positive team dynamic. And finally, Meyer seeks integrity – that unwavering commitment to doing the right thing, even when no one is watching. Frankly, this builds trust, which is the bedrock of any successful relationship, be it with a customer or a colleague.

What this all boils down to is a fundamental shift in perspective. Instead of solely vetting for 'what' someone can do, Meyer trains his hiring managers to focus on 'how' they naturally operate, how they engage with the world, and most importantly, how they make others feel. Because, let's be honest, you can teach someone to perfectly flip a burger, but instilling a genuine desire to make another person's day a little brighter? That's a much taller order, if not an impossible one.

So, the next time you're thinking about building your dream team, perhaps take a page from Danny Meyer's playbook. Look beyond the technical skills and try to uncover that elusive 51%. Seek out the individuals who, at their core, are driven by a desire to bring warmth, kindness, and genuine care to every interaction. Because those are the people who don't just do a job; they elevate an experience.