Great hospitality is about walking a mile in a person's shoes, taking those shoes off, polishing them and handing them back with a crisp $50 inside so the person can pay for a taxi home since they're probably tired from a lifetime of walking.

Be empathetic and focus on relationships. Returns will come by creating value in long-term, meaningful relationships. That's the crux of hospitality.

If one thing fails try another. Fix. Try. Do. Adjust. Move. Act.

Much of success comes from stumbling onto something, but you can only stumble if you are moving - and the faster you move the more likely you are to stumble.

Egos create impediments to learning and progress.

Everyone knows something you don't.

Every experience is a learning opportunity.

Be humble, be an active listener, treat everyone with respect, and progress will follow naturally.

Be proud of what you do. Build things that you want to share with your family and friends.

Take pride in your ability to understand and present complex ideas in simple and intuitive ways.

You don't need complex sentences to explain complex ideas.

Be kind to everyone you interact with both personally and professionally.

Own your value chain and take responsibility for producing great results.

There are no bad teams, just bad leaders. Ownership means understanding the mission and feeling acutely responsible for its success. There are no excuses, just lessons learned.

People think about problems in different ways. If someone challenges your point of view, don't get defensive - this is good. Embrace differences in opinion. There are always different sides to every story. Agreement isn't important – empathy and learning is.

Time is often wasted in indecisiveness. The key thing is being ok with potentially making a wrong decision and moving fast.

Moving fast requires disciplined prioritization. If you have more than three priorities, you have no priorities.

We are a learners organization. We hire people driven by an insatiable intellectual curiosity.

Don’t be satisfied with BS answers. Always be digging deeper into the “why”. The deeper you go into “why”, the more interesting things tend to be.

“Because that’s just the way it is” is never a satisfactory answer.

Thinking in first principles helps boil things down to their lowest component parts, stripping away assumptions and conventional wisdom - this is often the best (and sometimes the only) way to find truth.

Everything takes longer than expected.

Building a great company with an enduring legacy can only happen by providing real value to customers over a long period of time.

Be consistent. Focus on getting 1% better every day. Growth compounds over time.

The only way to solve hard problems is to listen carefully, not get discouraged and keep moving forward.

We hold the uncompromising belief that in the face of monumental challenges and high expectations people can do extraordinary things.

Get better every day. Growth compounds over time.

Greatness is not an endpoint, it's a path - a long arduous and sometimes tortuous trail of continual development and improvement.

A great person reaches one plateau and then seeks new challenges, new risks, new adventures and new standards.

A great person celebrates their successes, savors them, enjoys them - but only as brief stopping points along a never completed journey.