your agent field guide
Agents, your mission—should you choose to accept it—is to serve hope to those who serve you every day. Our gifted friends working in the hospitality industry make up the largest single employment group in the nation. Behind their smiles is the highest concentration of need with untold personal challenges. That’s where you come in.
Maintain your cover. Stay under the radar as an everyday guest.
Your mission? Small, intentional acts of care that make a big difference.
Join us in making covert kindness a daily mission in your community with these creative ideas. Or think of your own!
1. carry loaded unexpected 20s®
Operation Little Big Boom
Equip yourself with “Unexpected 20®” envelopes from Big Table, each loaded with a $20 bill. Deliver them in the field—not as a tip, but as a no-strings-attached gift—to a housekeeper, cook, front desk agent, or busser.
Pro tips: Enlist junior agents (a.k.a. your kids) to help select the recipient. Or ask your server to pass it along to the teammate having the toughest week. A manager can also help direct your care in the right direction. Check out lots of other ideas HERE.
Be sure to log your successful deployment on our Hope Map, tracking every act of kindness that lights up our communities.
You can even create “Do It Yourself” Unexpected 20®s by downloading a template PDF and printing out.
mission: possible U20 video
2. build rapport:
two minutes at a time
Operation Eye Contact
Each time you go into a restaurant or hotel, engage the staff with genuine conversation. Learn a detail or two, and pick up the thread next time. Always consider their workload—avoid peak operational hours for the most informative intel-gathering.
3. capture their name
Operation Name Tag
Mission critical: secure the target’s true identity by asking for and remembering their name. Use it smoothly in conversation—greetings, gratitude, and even during tough shifts. Genuine compliments and quick check-ins build trust and boost morale in the field. Nothing slimy, of course.
4. Secure the Intel
Operation Data Bank
Before exfiltrating from the mission site, upload critical intel—names, roles, and key details—into your secure “Restaurant & Hotel Ops” contact log. Prior to your next deployment, review your dossier to refresh your memory. Agents who remember details send the strongest signal: You matter.
5. go deep cover:
become a regular
Operation Familiar Face
Select your mission sites and make repeated visits to establish trust and camaraderie. Visit during off-peak hours to build rapport without disrupting operations. This step alone makes the others more impactful.
6. Leave Covert Compliments
Operation Paper Trail
Your signature move: slip a personal, name-specific thank-you onto the receipt alongside your tip. This covert compliment lifts morale for your server and sends a clear message of appreciation to management. Precision and genuine intent ensure maximum mission impact, so choose your words wisely.
7. Leave Legendary Tips
Operation Shock & Awe
Start with 20% as your baseline, then seek chances to exceed expectations—maybe even top their biggest tip ever. At hotels, leave $5/night with a note for housekeeping. For an advanced maneuver, combine this with an Unexpected 20® drop to deliver a double impact.
8. execute a care blitz
Operation Coordinated Kindness
Mobilize your squad—coworkers, friends, or family—for a synchronized drop of Unexpected 20s to a single staff member flagged by Big Table intel. We coordinate with management to ensure a seamless, surprise operation that delivers maximum morale boost.
9. adopt a restaurant
Operation Home plate
Assemble your team and claim one local restaurant as your ongoing mission site. Mark staff birthdays, deploy surprise treats like late-night snacks, and stay vigilant for chances to boost morale and build lasting bonds. For extra points, execute surprise drops of treats—cookies, pizza, or your choice of morale boosters—just before the team’s shift wraps.
10. micro missions:
everyday acts of care
Small actions, big impact
- Drive-Thru Dialogue: Lock eyes, deliver a sincere greeting, and leave a trail of gratitude as you pass through.
- Front Desk Fortitude: Show patience and grace to the hotel gatekeepers who often absorb the heat of guest frustrations.
- Open Kitchen Salute: Before exfiltrating, make a point to thank the unseen heroes behind the scenes—the cooks who keep the kitchen running smoothly.
Final Debrief
Mission status: Ongoing
Agents, these aren’t random acts—they’re intentional missions to serve hope where it’s needed most. Your kindness leaves a mark, builds trust, and strengthens your local hospitality community. Stay alert. Stay kind. Serve hope.
