This is something we talk about during our team lunch, the difference between hosting and serving. Being hosted is showing up with grace, on time, ordering a meal, engaging with the team, politely raising any issues so we can address them, and just holding up your side of the experience as a guest. Being served is what happens when guests try to push the staff around to do what they want. There is no saying “no” to a guest in service; it’s House of Yes type of shit. That’s never worked for us here; we’d get railroaded into going out of business. So I train my team to host with grace, not to serve in submission.