Counter Culture is a must-listen for employees, managers, owners or even someone looking for their first job in counter service. Delight the customers you have, attract the customers you want, and make even a 2-minute interaction matter. This hospitality guide will help you get the job, understand the value of connecting with people, level up your skills and inspire you in your quest to provide exceptional service. Quick-hit essays and thought-provoking advice from leading counter service experts drive this engaging book about making the customer experience vibrant for both employees and guests. Joshua Farrell will reveal how you can raise standards of counter service to new heights while creating the most valuable business asset there is, repeat customers.

Joshua Farrell has worked in the hospitality industry for over 30 years. He started out as a teenager washing dishes in a pizzeria, worked in many food and beverage jobs counter service jobs, and many many years later was a national semi-finalist for a James Beard Award for Outstanding Service with his team in a Michelin-starred restaurant. He has worked as a consultant in leadership, development, and training with a variety of hospitality-focused companies, from small franchises to multimillion dollar corporations. He is the author of the book Serving Up Excellence: Creating Meaningful Dining Experiences Through the Power of Connection. He is currently Director of Learning and Development for two world-class luxury hotel brands in Los Angeles, where he lives with his wife, Kirsten, and their two cats, Easy and Mouse.