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Will Guidara

Unreasonable Hospitality

Unreasonable Hospitality


ISBN: 9781529146820

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Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect by Will Guidara is a book written by the former co-owner of the renowned Eleven Madison Park (EMP) restaurant in New York City.

From Two-Star to World's Best

The book chronicles Will Guidara's journey transforming EMP from a struggling two-star brasserie into a world-class dining destination that was eventually named the World's Best Restaurant. Guidara, who took the helm at the young age of 26, credits his success to a philosophy he terms "unreasonable hospitality." This concept goes beyond simply providing good service; it's about creating unforgettable experiences that exceed guests' wildest expectations.

The Power of Unreasonable Hospitality

Guidara's book details numerous examples of how he implemented unreasonable hospitality at EMP. Some examples include:

  • Surprising a family who had never seen snow with a magical sledding trip through Central Park after their dinner.
  • Filling a private dining room with sand, complete with mai-tais and beach chairs, to console a couple whose vacation had been cancelled.
  • Sending a birthday cake to a regular customer's home, complete with a marching band.

These gestures may seem over-the-top, but they're what made EMP truly special. They created a sense of wonder and delight for guests, turning their dining experience into something truly memorable.

Lessons Learned

Unreasonable Hospitality is not just about extravagant gestures; it's about a genuine commitment to exceeding expectations and creating a positive emotional connection with guests. The book offers valuable lessons for anyone in the hospitality industry, or even those who want to improve their customer service skills in general. Here are some key takeaways:

  • The Importance of Empathy: Truly understanding your guests' needs and desires is essential for creating a remarkable experience.
  • The Power of Surprise: Going above and beyond with unexpected gestures can create lasting memories.
  • The Value of Teamwork: Unreasonable hospitality requires a team effort from everyone involved.
  • Creating a Culture of Hospitality: A genuine commitment to hospitality needs to be instilled in all staff members.

Why You Should Read This Book

Whether you're in the hospitality industry or not, Unreasonable Hospitality offers valuable insights into creating exceptional customer experiences. It's a must-read for anyone who wants to learn how to exceed expectations and delight their customers.

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