Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
Essential lessons in hospitality for every business, from the former co-owner of legendary restaurant Eleven Madison Park.
Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world.
How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Guidara’s team surprised a family who had never seen snow with a magical sledding trip to Central Park after their dinner; they filled a private dining room with sand, complete with mai-tais and beach chairs, to console a couple with a cancelled vacation. And his hospitality extended beyond those dining at the restaurant to his own team, who learned to deliver praise and criticism with intention; why the answer to some of the most pernicious business dilemmas is to give more—not less; and the magic that can happen when a busser starts thinking like an owner.
Today, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences. Featuring sparkling stories of his journey through restaurants, with the industry’s most famous players like Daniel Boulud and Danny Meyer, Guidara urges us all to find the magic in what we do—for ourselves, the people we work with, and the people we serve.
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect, by Will Guidara, is an inspiring book that offers a fresh perspective on the concept of hospitality. Guidara, a restaurateur and acclaimed expert in the hospitality industry, challenges the traditional view of customer service and argues that true hospitality is about going above and beyond to create memorable experiences for your guests.
The book is divided into three sections, each of which explores a different aspect of hospitality. In the first section, Guidara discusses the importance of creating a warm and welcoming environment for your guests. He emphasizes the importance of making guests feel comfortable and at home, and he shares tips for creating a positive first impression.
In the second section, Guidara focuses on the importance of exceeding your guests' expectations. He argues that the best way to create a truly memorable experience is to give your guests more than they expect. He shares stories of restaurants and hotels that have gone above and beyond to create unique and unforgettable experiences for their guests.
In the third section, Guidara discusses the importance of creating a culture of hospitality in your business. He argues that true hospitality is not just about individual acts of kindness, but also about creating a workplace where everyone is committed to providing excellent service. He shares tips for creating a positive and supportive work environment, and he emphasizes the importance of recognizing and rewarding employees who go the extra mile.
Unreasonable Hospitality is a must-read for anyone who works in the hospitality industry or who is interested in creating a more welcoming and hospitable environment. Guidara's insights are sure to inspire you to think differently about hospitality and to find new ways to create memorable experiences for your guests.
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