Culture starts with the concept of a sense of place. Think of your lobby as a living room. Encourage guests as well as locals to linger, to check their phones, to chat, to grab a drink, to explore, to enjoy the furnishings, to interact with staff.

Aside from physical upgrades, a key factor of this sense of place is your staff and their guest service aptitude. Friendly, helpful, responsive, knowledgeable, insightful, funny, stylish and charming are but a few of the adjectives you want people to ascribe to your team.

It came as no surprise when the company announced the closing of its online store. The brand knows that it’s unique selling proposition is in its great in-person experience. Culture isn’t fostered through computer clicks; it’s made through human interactions.