The Inn at Little Washington

While working on his catering business in the Blue Ridge Mountains one day, Patrick O’Connell came across a worn-down gas station for sale.

O’Connell wasn’t interested in transitioning from chef to petrol salesman, but he was looking for a new venture. He saw the old, dilapidated building as a potential oasis for his dream of owning an upscale inn. 

O’Connell believed life was about “finding a clever way to avoid ever having to lead a normal life,” and this little piece of land represented an opportunity.

So, in 1978, the Inn at Little Washington opened for friends, then officially to the public. Several months later, a Washington Star food critic made the 150-mile journey to sample the inn’s cuisine. He wrote a glowing review. 

Over the next 46 years, O’Connell and his business partner, Reinhardt Lynch, turned this small Virginia hamlet into a must-visit destination for kings, queens, movie stars, politicians and food lovers. 

The Inn is one of 13 restaurants in America that holds the prestigious three-star rating from Michelin. 

From the incredible service to the uniqueness of the food, O’Connell’s approach to cooking pays homage to classic French cuisine, using local ingredients grown on his farms that surround the Virginia countryside. 

Inside the immaculate brass-themed kitchen of the Inn, O’Connell has painted five pillars of hospitality painted on the walls for everyone to see:

1. Anticipation

2. Trepidation

3. Inspection

4. Fulfillment

5. Evaluation

Besides being an incredible chef and businessman, O’Connell is an exceptional leader. By cleverly reminding his staff of the customers’ ongoing expectations, O’Connell gives each employee a road map of how to best perform in the job. To him, each job is different; yet, the pillars are the guidepost to making sure the commitment of extreme hospitality is met each day. 

The pillars represent different stages of the guest experience:

1. Anticipation refers to building excitement and expectations before the guest's arrival.

2. Trepidation acknowledges the nervousness or uncertainty guests may feel upon arrival.

3. Inspection involves carefully examining and attending to every detail of the guest experience.

4. Fulfillment is about meeting and exceeding guest expectations throughout their stay.

5. Evaluation encourages reflecting on the experience to ensure continuous improvement.

O’Connell leaves nothing to chance. His attention to detail — with a meticulous focus on creating the ultimate guest experience — is why the Inn has remained above the competition for more than 40 years. 

As a leader, O’Connell doesn’t need to plan for the next day because his culture is set in stone.

There can be no misunderstanding by any of the staff, as O’Connell’s vision combined with his wonderful skills as a communicator allows everyone who receives a paycheck from the Inn to understand the level of expectation. 

More than the computer reservations or the waitstaff order procedures, O’Connell’s pillars are the operating system of the Inn. Without them, he would have never lasted over 40 years. 

What are your pillars? What is your operating system? 

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