Small giants, enlightened hospitality and engagement

In Bo Burlingham's Small Giants - my current squeeze on the Tube - the following appears about Danny Meyer's approach to service at his rather fine eateries:

[Meyer] doesn't deny the importance of traditional customer service, but he regards it as a set of technical skills...taking the order promptly; having the food arrive while it's still hot;...cleaning up when a tray of water glasses spills. You can teach people to do all of those things, and do them well. Enlightened hospitality...is an emotional skill involving the ability to make customers feel that you are on their side.

When trying to describe employee engagement, I think it pretty close to the emotionally-driven enlightened hospitality (nay, customer engagement) as practised by Meyer's Union Square Hospitality Group.