True Italian: A Hospitality Story

A Family Tradition of Hospitality

For Michael Saracino Jr., third-generation operator of Bartolino’s in St. Louis, hospitality isn’t a strategy—it’s a family value passed down from his grandfather. One lesson from years ago still shapes how he and his team treat guests today.

"I always believe that if you take care of the customer, the customer is going to come back,” he says. “We are always present in all of our restaurants. We’re always walking around, talking to tables and getting to know our guests. Without them, we are nothing.”

Turning One Lesson into a Lasting Culture

Saracino, Jr. recalls learning the ropes of the restaurant business and hospitality through his grandfather, who founded Bartolino’s. “There was a Saturday afternoon and we didn’t open until 4 o’clock,” Saracino, Jr. says. “A customer walked through the door and my quick response was that we didn’t open until 4. The customer said, ‘OK, thank you,’ and walked out. As soon as the door closed, my grandpa gave me one of those ’come here’ moments and said, ’Anytime you’re in the building, you take care of the guest. You never tell a customer you’re not open. When you’re in the building, you’re here to work.’ I said, ’Yes, Grandpa.’ And to this day, if someone walks in early and says, ’Oh, you don’t open until 4,’ I tell them, ’No, you’re fine. Come on in.’”

For Saracino, Jr., Bartolino’s success depends on innovation, but also “it’s about paying respect to what my grandpa started doing,” he says. “This was a teaching moment that I try to pass along to my employees. It’s not about being greedy. It’s not going to make or break me on one table. It’s about doing the right thing and making sure your guests are always happy.”

Read more about Bartolino’s and other Italian restaurants offering lessons in hospitality, cost-savings, waste management and more.