People are inspired not by what they know to be true, but by what they believe is possible.

Grace & the Art of Experiential Hospitality:

How Miniature Moments Inspire People to Change

There's an unknown secret that burns at the heart of hospitality

and knowing it will transform the way you think about the entire idea of service.

"Grace and the Art of Experiential Hospitality" is a simple, powerful testament to the power of small interactions within every aspect of hospitality, making a valuable gift for owners and managers looking to acknowledge, inspire and uplift their teams, fostering a culture of connection and passion.

This delightful book serves as a reminder that each interaction, from the bustling kitchen to the grand hotel lobby, presents an opportunity to infuse passion and create lasting impressions. Whether you're a frontline worker, a manager, or an owner, "Grace and the Art of Experiential Hospitality" is a must-read for those seeking to cultivate purpose and jy in their roles, celebrating the profound impact of human connections in the world of hospitality.

Hospitality is…

The way you make someone feel. Welcoming guests irrespective of their identity or status, and ensuring their comfort through kindness, generosity and grace. Create a moment, earn a memory. Hospitality is a way of life.

  • REVIEWS

    "Grace and the Art of Experiential Hospitality" is a captivating collection of whimsical stories that transport readers into the heart of the hospitality, inspiring team members, managers, and owners to embrace the magic of every moment. Through enchanting narratives, "Grace" explores the transformative power of genuine connections and intentional engagement, elevating ordinary tasks into extraordinary experiences.

  • I just finished your book. I was SO moved and I even cried over a few of the stories.

    Hospitality, and the art of it, makes me downright emotional and you are a very gifted writer! You speak my language and I know now for sure that we were meant to meet. So many things spoke to my heart in your book. Also, the fact that there was a story that mentioned you all sing “Happy Trails”… Your chapter on The Zen Bartender and how you explain yourself: Sometimes I leap at things… sometimes I gush rainbows… I am very much the same. It was so refreshing to already feel like I could be truly ME, gushing rainbows and all. I really enjoyed your book and am now going to pass it on to a member of my team that I know will appreciate it too. - Taegan Taaler, Travel Professional and Entrepreneur

  • All I can say is Wow!

    You can really write! A good writer knows how to make the reading effortless and you accomplished this. The story telling is compelling! From the first sentence in each vignette, I was engaged and couldn’t wait to read more. The words came alive as vivd pictures and I found myself emotionally connected and moved. -Cyndi Kennedy, Attorney and Artist

  • Once in a generation

    a voice comes out from the wilderness to share important insights that are important to all of us. CEO Michelle Oliver is that voice at this time. In Grace and Art, she uses real life anecdotes, encounters, and engagements to remind us all of the four key elements for creating extraordinary Life memories that never wash out, diminish, or get lost in the mists of time. She brilliantly spotlights how aligning these four elements (physical, spiritual, emotional, and intellectual experiences) create THE most powerful "expitality" memories one can gain in Life. I bought five copies for my organization and will train my team and transform our culture to embrace her principles and practices. With a tip of the hat to Mr. Neil Diamond, "I'm a believer.” -RWC

  • An incredible & heart -warming read

    on the importance of hospitality. Loved it! As someone who also works in the outdoor hospitality industry and also loves being a guest at resorts & campgrounds this was a fantastic book. Very well thought out, genuine, relatable and an overall enjoyable read! Michelle is a leader in this space and this book really shows how important small measures can be to making someone's trip so special. One thing that completely resonated with me was when she said " every human wants to be heard, seen and understood. Give them grace and it will always come back tenfold". We can deal with some tough guests in the outdoor hospitality industry but by showing them you care and are going above and beyond it makes a world of difference and will have them coming back year after year. Definitely recommend reading. Carter Flynn

  • Joy to read

    As a hospitality professional this is such an easy book to pick up, whether you want to draw from it for your own mindfulness practice or if you want to gain inspiration to share with others. My team spans across 11+ states and one way I have brought them all together is by sharing some of the stories contained within. Hospitality is a word that contains so much depth. It is not simply an industry. It is truly an art, as the title of the book suggests. What beautiful reminders of how impactful simple human connection can be, in a world where we are starved for it. A perfect gift too, for a company retreat, workiversary, or holiday. - A.R.R.

  • Michelle Oliver's book, 'Grace and The Art of Experiential Hospitality,'

    is a powerful reminder of the transformative impact of true hospitality.

    It goes beyond the surface-level understanding of hospitality as a mere action and delves into the profound way it can forge meaningful relationships.

    Oliver's message highlights the importance of caring for others and fostering authentic connections. By encouraging readers to listen and truly engage with others, the book reminds us that genuine care is essential for creating lasting memories and building meaningful relationships.

    Through practical guidance and personal anecdotes, 'Grace and The Art of Experiential Hospitality' offers insights on cultivating relationships rooted in authenticity, vulnerability, and empathy. It serves as a wake-up call for humanity, reminding us to see beyond the moment and embrace the power of human connections. This enlightening book inspired me to strive more to reclaim the lost art of hospitality.

    Highly recommended read. - Amy

  • A powerful reminder

    of the importance of fostering true authentic connections. Brilliant little book of the small moments that matter, highly recommend!

    Omar Boubess

  • An intricately woven human story

    "Grace and the Art of Experiential Hospitality" is an intricately woven human story that inspires and elevates the subtle art of Experiential Hospitality. It is written by an incredible person who is a rare true storyteller who engages in the book the true age-old art of hospitality and the simple and effective nuances to make special interactions and experiences for owners, managers, staff, and guests. The book culminates an extraordinary vision, mission, and passion to the simple essence of creating extraordinary experiential hospitality experiences.

    -- Paul Zway CEO & Founder Exclusive Tents

  • A powerful yet gentle definition of true Hospitality

    Michelle Oliver delivers a powerful yet gentle definition of true Hospitality. Oliver's thorough yet efficient narrative dives in to the true nature of hospitality. She takes a soft, effective approach to the core principles of genuine guest experiences. Providing real world examples and well planned commentary, she punches through to the real human element(s) of experiential hospitality. And guides the reader through the practical, if often missed, interpersonal events that must transpire to provide exceptional hospitality. How do we develop a "sixth sense" for guest needs above all? Michelle lays that framework. Well done. - 

    Brooks Anderson

  • Hospitality is a way of life...

    I loved this book and I love the above quote. It's a great read that will certainly get reread as a gentle reminder of how hospitality "should" be. If you are in the hospitality space, you need this book. If you aren't, read it anyway to realize that EVERYONE plays a part :)

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  • Refreshing Quick Read.

    Thoroughly enjoyed reading "Grace & The Art of Experiential Hospitality". The author Michelle Oliver has done a phenomenal job engaging with the reader through short stories and anecdotes that make you think. In this day and age where everyone is consumed by "instant gratification" achieved through digital screens it was truly a pleasure to read through the book. "Just a waitress" and "Give a little" were short life stories that truly connected with me. Such a great read and a reminder for anyone in the service business that people are what matters most. Good refresher and a quick read for anyone in the service business or planning to enter any business with people. Great read and will highly recommend as a must read. Kudos to the author on a job well done. - Karen

  • Michelle Oliver delivers a home run in hospitality management

    Michelle Oliver delivers a home run in hospitality management by her book Grace and the Art of Experiential Hospitality.

    In an age of texting and ceaseless video downloads, humanity has lost its way in the art of interpersonal communications. (just observe diners in a restaurant on any given day. Everyone is plugged into their phone and not the one they are dining with). Oliver brings the human back to a more genuine time, where people not only acknowledge the fellow person, but gives gratitude to them. It is truly a win-win for everyone.

    The author cites several instances where caring individuals in the hospitality industry go the extra mile for the customer, taking them to a completely different level of customer care. This practice not only has the potential to turn a frown upside down, it creates perpetual brand loyalty.

    The best part of Oliver's book is that the practices she cites does not cost any money in specials or marketing to accomplish. It is simply a state of mind one needs to be in to accomplish this task. Companies spend millions of dollars every year to snag new customers. But all it takes is one bad customer experience to destroy the best efforts of marketing. Oliver understands that.

    I am so moved by this book that I will be purchasing additional copies and make it required reading for all of my employees.

    Greg Raymer

    Owner, Wind River Chalet and Retreat House

    Dubois, Wyoming

  • "Grace and the Art of Experiential Hospitality"

    makes a valuable gift for owners and managers looking to acknowledge, inspire and uplift their teams, fostering a culture of connection and passion.

  • The Chapters

    We are inspired most not by what we know to be accurate, but by that which makes us believe in what is possible.

  • Third Time is Charmed Turning Transactions Into Transformations

    Your guests expect a positive, memorable experience based on their unique perspective and needs. Laying the foundation for a lasting relationship requires the ability to keenly listen to their needs, and anticipate and prepare for their visit. When you can soothe away obstacles, foster positive anticipation, and create emotional connection, you’ll cultivate loyalty through genuine engagement and a touch of creativity.

  • How to Be Alone in the Woods - Nurturing You Guests Through Nature

    Certain experiences can empower you, instilling a sense of limitless potential and the belief that you can overcome any obstacle you encounter. A simple nature experience can profoundly impact you and your guest and lift you out of your comfort zone, into clarity, increasing self-assurance, confidence, and your capacity to succeed.

  • ** Never Know a Stranger ** 3 Ways To Stop Being a Stranger to Yourself and Others

    It's not about the cliché "every stranger is a friend I haven't met yet." Instead, the magic is in effortlessly connecting to the energy of each person, recognizing their inherent worth, and, through thoughtful questions, facilitating engagement that leaves them with a spark of hope they are compelled to share with others. This perspective involves seeing possibilities in every situation and person, offering everyone the benefit of the doubt and opening a window that provides an expanded view.

  • **** Beginner’s Mind **** How to Transmute Lead Into Gold Every Day

    Sometimes the short, sweet and simple changes everything about who you know yourself and the world to be. We can offer these moments to our teams and our guests and invite them to reconnect with the beginner’s mind they had as a child.

    Rachel Carson, the naturalist, describes it well, “A child’s world is fresh and new and beautiful, full of wonder and excitement. It is our misfortune that for most of us that clear-eyed vision, that true instinct for what is beautiful and awe-inspiring, is dimmed and even lost before we reach adulthood. If I had influence with the good fairy who is supposed to preside over all children, I should ask that her gift to each child in the world be a sense of wonder so indestructible that it would last throughout life.”

  • Give a Little

    When asked, give more than is reasonable, with more kindness than is warranted.

    Period.

  • Small Journeys = Tall Transformations The Secret to Creating Transformational Guest Experiences

    Whether a simple, 3 day local getaway, an extended road trip or a global boutique hotel romp, shared experiences can result in profound conversations that transform relationships.

  • Knowing Your Nomads to Transform Your Culture

    When you invest in your team, you are investing in the best marketing strategy available. Gain insight into how to use the harmony of hospitality to synchronize your team in spirit, mind and body and achieve extraordinary results!

  • How to Make Biking 9 Miles to Work Every Day Worth It

    Your team is your single most valuable asset. Your hospitality concept may be the most unique, your accommodations may be luxurious and elegant, but if your team isn’t feeling hospitable, everything else falls flat.

  • The Zen Bartender

    Hospitality is as simple as generously loving whatever person and circumstance that stands before you and as complex as assuming an agile and adaptable mindset, with highly developed critical thinking skills, effective and compassionate communication, imagination and insatiable curiosity.

  • No Man is a Nomad

    When people feel heard, they feel seen, meaning they feel understood and when they feel both seen and heard, they feel like they matter, like they belong.

  • Just A Waitress

    Hospitality is as simple as generously loving whatever person and circumstance that stands before you and as complex as assuming an agile and adaptable mindset, with highly developed critical thinking skills, effective and compassionate communication, imagination and insatiable curiosity.

"Grace and the Art of Experiential Hospitality"

by Michelle Oliver

is a must-read for anyone who loves making people feel special. Each chapter, like "Third Time is Charmed" or "Knowing Your Nomads to Transform Your Culture," shows us cool and unique ways to make guests' experiences unforgettable.

Michelle Oliver's writing is easy to understand and really speaks to your heart. She tells stories that teach us how to be better at taking care of others, whether in a hotel, a restaurant, or just in our daily lives. The book teaches us to see the magic in meeting new people, especially in chapters like "How to Be Alone in the Woods" and "Never Know a Stranger."

What's really awesome about this book is how it shows that everyone matters in hospitality, from the person at the front desk to the manager. It's full of great advice and stories, like in "The Zen Bartender" and "Just A Waitress," which show that every job is important.

This book isn't like other hospitality books. It's easy to relate to, no matter what your job is. Michelle Oliver writes in a way that makes you feel like she's talking just to you, helping you to make every day special for your guests.

In short, "Grace and the Art of Experiential Hospitality" is a fantastic book that teaches the importance of kindness and making people feel good. Michelle Oliver has written a book that's not just helpful, but also really inspiring. It's perfect for anyone in the service industry or anyone who wants to make their guests' experiences better.

Coming Summer 2024

Coming Summer 2024

My intention is to share what I have learned through my journey of building businesses, and interviewing hundreds of business owners, mangers, teams and guests, about the intangible aspects of business that deeply impact the tangible, concrete parts. By shedding light on the  deeper aspects of hospitality and infusing it into the core of business practices, those who are building businesses can be inspired and empowered and pass both on to their guests. I hold the conviction that hospitality transcends the confines of the hospitality industry and is applicable to any sector, underscoring its universal relevance and transformative potential.