A Week in Toronto and Why the Smallest Details Matter
- Steven Hesketh
- 16 hours ago
- 3 min read
After a week in Toronto, one thing is clear: great hospitality leaves a lasting impression.
From the moment we landed, the city’s energy was warm, welcoming, and real. As someone who lives and breathes hospitality, it was impossible not to notice how consistent it was through every experience.
Our first evening set the tone. At dinner, we weren’t just given a table and a menu, the team took time to ask why we were visiting, offered insider tips on what to see and do, and genuinely seemed excited to share their city with us.
It wasn’t scripted. It wasn’t robotic. It was hospitality in its purest form: thoughtful, personal, and real.
The second night, we dined at a vibrant Italian spot. Once again, the service was exceptional, attentive, informative, and warm. But when it came time to settle the bill, there was this one moment that stuck with me for all the wrong reasons, and sadly I have to mention it.
The server brought over the card machine and casually said, "Don’t worry about the tip, we’ve already added it." Without any discussion, a 20% gratuity, around $100 Canadian dollars, was automatically applied.
Now, tipping is a norm in North America, and something we always respect. But here’s the thing: it wasn’t the tip itself that felt off, it was the lack of transparency.
A small moment, but a sharp contrast to the otherwise flawless service we had just enjoyed. It left us walking out the door with a feeling that something had been taken out of our hands and not in a good way and it truly damaged an otherwise 10/10 experience.
It’s a powerful reminder: no matter how great the meal, the atmosphere, or the service, guests remember how you make them feel at the end.
Research backs this up:
Studies show that 86% of consumers are willing to pay more for a better experience, but one bad interaction can make 32% of them walk away from a brand they love.
In hospitality, the tiniest details, especially at the closing moments can define the entire experience.
All in all, Toronto has been a global leader in shaping how cities can deliver amazing hospitality – they nail it!
It was in fact here in Toronto, that the world’s first Business Improvement District (BID) was established, a collective investment model where businesses join forces to fund improvements to their area, boosting not just trade but the overall customer experience.
This legacy feels particularly relevant now. Liverpool has just launched its first tourism levy via an Accommodation BID, and at our upcoming conference, we’ll be hosting a panel to discuss how initiatives like these are shaping the future of hospitality in the UK.
Toronto showed me once again that hospitality is more than service, it’s about the entire experience. A genuine smile, a thoughtful conversation, a clear, respectful transaction all adds up.
We can take so much from their example: consistency, friendliness, and above all, an understanding that the smallest moments often matter the most.
In a world where experience is everything, it’s not the big gestures guests remember, it’s how you made them feel from the moment they walked into the moment they left.
Want to Learn More?
If you’re interested in learning more about BIDs, especially Liverpool’s new Accommodation BID and how it’s set to shape the future of our city’s hospitality sector, join us on June 12th.
We’re bringing together industry professionals for a day of real insights, honest conversations, and practical advice all free to attend.
Come and hear directly from the experts driving change.
Get Tickets Here!
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