EPISODE · May 1, 2026 · 51 MIN
#48 Eddie Heintz: Can You Really Teach Hospitality?
from Serves You Right · host Andrew Roy
Most people think hospitality is about smiling and serving. Eddie Heintz says they’re wrong.He’s the Director of Hospitality at Caymus Vineyards and the author of Making Welcome, a book that blends Buddhist insight, Hawaiian spirit, and hard-earned lessons from decades in fine dining. He believes kindness is a skill, not a trait and, most importantly, that it can be trained, practiced, and measured like any craft.In this conversation, Eddie reveals how he went from bartending at TGI Fridays to running service at one of Napa’s most celebrated wineries. He talks about the managers who promoted him with no training, the heartbreak that led him to The Four Agreements, and the angry guests who taught him more than any leadership seminar.We unpack the real definition of hospitality, the power of seeing people when they feel invisible, and why the spirit of aloha changed how he leads teams and lives his life.Expect to LearnWhy “you can’t teach hospitality” is a lieThe difference between service and genuine careHow Eckhart Tolle and Buddhist practice show up in restaurant lifeThe Four Agreements as a management frameworkWhat to do when a guest melts downHow to lead people you might need to let goWhy small kindnesses build real profitLinksGet in touch His website ()His book, Making Welcome The Four Agreements by Don Miguel RuizService starts now.Follow the show: Spotify, Apple Podcasts, YouTubeI talk mostly to people in and around the service industry space. I'm looking to hear from the people I wish I could have talked to when I was coming up in restaurants. Said another way: I am trying to make sense of this wild, beautiful mess of a life, and help others that are feeling similarly confused and/or lost. Check out the Podcast Website Here and get in touch with me!Classic Episodes You May Like:#22:Doug Frost MW MS#23:Jeffrey Morgenthaler#31:ET: Entrepreneur (and creator of Surfer on Acid)#38:Aaron Goldfarb Hunting for Ancient Booze#39:Edward Slingerland's Masterful work on Intoxication#46:Andrew Hurley of Vegas.WineAs always, I’m just here taking notes, trying to figure out what it all means.Cheers
What this episode covers
Most people think hospitality is about smiling and serving. Eddie Heintz says they’re wrong.He’s the Director of Hospitality at Caymus Vineyards and the author of Making Welcome, a book that blends Buddhist insight, Hawaiian spirit, and hard-earned lessons from decades in fine dining. He believes kindness is a skill, not a trait and, most importantly, that it can be trained, practiced, and measured like any craft.In this conversation, Eddie reveals how he went from bartending at TGI Fridays to running service at one of Napa’s most celebrated wineries. He talks about the managers who promoted him with no training, the heartbreak that led him to The Four Agreements, and the angry guests who taught him more than any leadership seminar.We unpack the real definition of hospitality, the power of seeing people when they feel invisible, and why the spirit of aloha changed how he leads teams and lives his life.Expect to LearnWhy “you can’t teach hospitality” is a lieThe difference between service and genuine careHow Eckhart Tolle and Buddhist practice show up in restaurant lifeThe Four Agreements as a management frameworkWhat to do when a guest melts downHow to lead people you might need to let goWhy small kindnesses build real profitLinksGet in touch His website ()His book, Making Welcome The Four Agreements by Don Miguel RuizService starts now.Follow the show: Spotify, Apple Podcasts, YouTubeI talk mostly to people in and around the service industry space. I'm looking to hear from the people I wish I could have talked to when I was coming up in restaurants. Said another way: I am trying to make sense of this wild, beautiful mess of a life, and help others that are feeling similarly confused and/or lost. Check out the Podcast Website Here and get in touch with me!Classic Episodes You May Like:#22:Doug Frost MW MS#23:Jeffrey Morgenthaler#31:ET: Entrepreneur (and creator of Surfer on Acid)#38:Aaron Goldfarb Hunting for Ancient Booze#39:Edward Slingerland's Masterful work on Intoxication#46:Andrew Hurley of Vegas.WineAs always, I’m just here taking notes, trying to figure out what it all means.Cheers
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#48 Eddie Heintz: Can You Really Teach Hospitality?
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