Building Emotional Connections in Service

In a world focused on efficiency, hospitality might feel like a lost art. But it’s never been more important to make people feel seen. In this episode, Will Guidara, author of Unreasonable Hospitality, former co-owner of Eleven Madison Park, and co-producer of the hit TV show The Bear, shares his secrets for transforming ordinary moments into unforgettable experiences. Under his leadership, Eleven Madison Park evolved from a struggling two-star brasserie to the Best Restaurant in the World. How did he do it? By redefining hospitality. In this episode, we explore the power of intentional leadership and what happens when you give people the permission to create extraordinary experiences for others. We can all find the magic in what we do— for ourselves, the people we work with, and the people we serve.