Improve Employee Experience and Cultivate a Culture of Hospitality

Creating an unforgettable experience is more than a menu and a smile. It starts with creating happy, engaged employees by creating unforgettable moments through intentional meals and snacks. We’ve partnered with hospitality expert and leadership coach Raabia Shafi  to go beyond good intentions, helping to cultivate a culture that sticks — where care, creativity and connection cascade from leadership to the frontlines.

We recently caught up with Raabia to discuss her approach her own words, “Here’s how it all comes to life.”

Q: Can you explain Modern Recipe’s approach to workplace hospitality?

A: Modern Recipe is a brand that feels both familiar and luxurious — it’s sophisticated, but still really approachable. Our approach to hospitality goes beyond just operational excellence, which encompasses making sure the right food gets to the right person, at the right time and temperature... what really sets us apart is how we make people feel. Whether someone is coming through a dining location every single day or it’s their one and only visit, we want them to feel valued, seen, heard and acknowledged. That’s the heart of what Modern Recipe is all about — ensuring the service experience remains a priority for both guests and employees.

Q: How do you define “hospitality at its core,” and what do you think is the best way to bring that to life in a workplace dining setting?
 
A: At its core, hospitality is about how you make someone feel over the course of doing business with them — those specific moments that shape their service experience. I once bought a shirt at a shop in New York City, and as I was checking out the person behind the counter was clearly frustrated.  It was completely unrelated to the interaction happening right in front of her with me, in the present, but it completely shifted how I felt about the situation. That moment had nothing to do with me — but it defined my experience. I always say: anyone can make a T-shirt, anyone can make a burger — but what they can’t replicate are real human connections.

When we talk about hospitality in a workplace dining setting, it's really about asking, “How am I making this person feel right now?” And behind the scenes, it starts with leadership. You have to equip your people — through coaching, feedback and support — so they can show up for each other, and in turn, show up for the guest. And everyone, from leader to line cook, plays a role in delivering care.And everyone, from leader to line cook, plays a role in delivering care.

Q: You’ve hosted events and led trainings at several Modern Recipe locations — what has stood out to you about the teams and environments you interacted with in these instances?
 
A: One of the things I always emphasize when working with clients is the importance of spending time onsite — immersing yourself in the real, day-to-day experience before designing a hospitality program. That’s exactly what I did at Modern Recipe locations, and what stood out was the genuine desire from teams to deliver hospitality, even in high-pressure environments. These folks are moving fast. They’re handling long lunch lines, managing the grill, deli and salad bar — and still trying to create meaningful guest connections.

What I heard from them was, “We get that hospitality matters — just give us the tools to do it well when things get hectic.” So, our learning program is designed to be super practical and in-the-moment — because that’s when hospitality really counts. And it’s not just for the front of house. Hospitality is a whole-team effort. Front of house, back of house, managers, even HQ. For example, if the chef refuses a special request and the waiter is the one that has to break the news, that interaction still defines the guest experience.

Hospitality culture has to be for everyone. And that’s what we’ve built at Modern Recipe.

Q: Can you share any memorable interactions or feedback you heard from Modern Recipe employees and clients?
 
A: I’ve spent my entire career designing hospitality curriculum, and what’s different about Modern Recipe — and Sodexo more broadly — is the real investment behind the work. This isn’t a “one and done” workshop. Leadership is deeply involved.  Senior leaders have backed this with time, energy and resources. We’ve done train-the-trainer programs, we’ve developed tools to use in daily huddles, and we’ve built systems to make sure the learning sticks. The feedback has reflected that.  

There are two big themes in the feedback: first, it’s relevant to the everyday. Second, leaders are engaged in keeping it going. People say, “Wow, I can actually apply this right away.” We talk openly about the reality of the work — how even with the best intentions, stress can wear us down. I’ll ask, “Have you ever felt disconnected from the customer?” and raise my own hand. We’ve all been there. District managers and others are bringing the ideas into their team meetings. Some have told me directly: “I now see that I set the tone.” That kind of awareness is the foundation for real, lasting change. These leaders are the ones who drive this transformation forward. 

Q: How does Modern Recipe’s approach to care and creativity contribute to a more energized, motivated and productive workplace culture?
 
A: It’s simple: they take better care of their teams so their teams can take better care of guests. It’s not just talk — they actually walk the walk. This approach helps improve employee experience by ensuring that employees are genuinely supported and valued, leading to more highly motivated and engaged employees. 

Q. Can you give a few examples of hospitality-led employee engagement initiatives? How do these initiatives improve workplace experience and boost productivity? 

A: One of the programs I offer through my company is called Legit Leadership®. It’s the foundation of everything I do — rooted in decades of leadership development, coaching and culture change. This is the same approach we’re using with Modern Recipe. I’ve been very clear with clients: don’t expect a culture shift from a single workshop. It takes layered, aligned effort. But when you start from the top, build a roadmap for success based on current pain points and future goals, implement tools to help you like focus groups and keep going — that’s how change happens. That’s how we improve employee experience and create more engaged employees. 

Q: Looking ahead, what excites you about the future of workplace dining and the role Modern Recipe plays in it?

A: Oh, SO much excites me! Modern Recipe is truly leading the way — not just within Sodexo, but across the food service industry. They’re redefining what workplace dining can be, combining operational excellence with real, intentional hospitality. That’s what makes the service experience so impactful. When employees come back to the office and can enjoy a great meal, a coffee or a moment of connection, it’s a bright spot in their day. That’s how you improve employee experience in a way that feels human and sustainable. 

And here’s the thing: it’s simple, but it’s not easy. If it were, everyone would be doing it. What makes Modern Recipe different is their commitment to doing the hard work. And that hard work truly shows. They've trained more than 20 internal facilitators through our Facilitation Excellence program, who now lead workshops that model great hospitality in action. It’s all about that ripple effect: when facilitators lead with care, it inspires more engaged employees, who then deliver that same energy to guests. 

We know the benefits of engaged employees go far beyond smiles. When your people are happy, they’re contributing to an environment that boosts morale, improves retention and directly impacts business outcomes. Modern Recipe gets that. They're not just building a brand. They're building culture. And that’s the future I’m excited to be part of.

Ready to transform your employee dining experience with Modern Recipe? Contact us to learn more.