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" It's always imperative to improve and to remain dynamic - or you'll become lunch, as opposed to serving it. "

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" A great restaurant doesn't distinguish itself by how few mistakes it makes but by how well they handle those mistakes. "

" At the base level, a burger is a piece of meat and a bun with something on it. It's simple but it seems to make a lot of people happy. "

" Every restaurant needs to have a point of view. "

" A cocktail done right can really show your guests that you care. "

" My staff's job is to adjust to circumstances with technical precision and artful grace so that every patron has a wonderful experience. "

" Hospitality is almost impossible to teach. It's all about hiring the right people. "

" Union Square Cafe is all soul, not brain. "

" Constant, gentle pressure is my preferred technique for leadership, guidance, and coaching. "

" In one respect, it's easier to open a restaurant in New York because you get more media attention than anywhere else. Almost everyone will try a new place once, irrespective of the reviews, because it's a spectator sport. "

" The most important thing you can do is make the distinction between customer service and guest hospitality. You need both things to thrive, but they are completely different. "

" You wouldn't have the same art on the walls at every restaurant or the same waiter uniforms. Neither should you have the same service style at every restaurant. "

" Festive cocktails mean color, lots of color. "

" Hospitality exists when you believe that the other person is on your side. "

" Hospitality knows no gender or race. "

" Life is a series of waves to be embraced and overcome. "

" Hospitality is present when something happens for you. It is absent when something happens to you. Those two simple prepositions - for and to - express it all. "

" Shake Shack started off as a summer hot dog cart in Madison Square Park. It was not meant to be a company - it was completely accidental. It started off as an expression of community building. "

" My dad gave me the gene to enjoy cooking, and to enjoy consuming good food and wine. "

" A great restaurant is one that just makes you feel like you're not sure whether you went out or you came home and confuses you. If it can do both of those things at the same time, you're hooked. "

" One great worker equals three not-so-great workers, so it's worth paying terrific people not just for today but to find people that we think have upward mobility to become tomorrow's leaders. "

" How can you franchise hospitality? "

" In an age when so many groups are rolling out restaurants faster than your local baker makes donuts, my goal is that each restaurant feels hand-crafted. That they have their own soul. "

" When chefs like Wolfgang Puck became household names, that became a compelling reason for an intelligent young person to go into the cooking profession. There have been no waiters who have turned into household names. The service and hospitality aspects have clearly lagged behind the kitchen. "

" It's the job of any business owner to be clear about the company's nonnegotiable core values. They're the riverbanks that help guide us as we refine and improve on performance and excellence. A lack of riverbanks creates estuaries and cloudy waters that are confusing to navigate. I want a crystal-clear, swiftly flowing stream. "