The Entrepreneur’s Studio

S3 E01 | Will Guidara | Unreasonable Hospitality

Jan 16, 2024

Will Guidara, former co-owner of Eleven Madison Park, discusses the power of unreasonable hospitality in creating unforgettable customer experiences. He emphasizes the importance of recognizing touchpoints, game-changing practices in hospitality, and building the right team for success.

53:54

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Episode guests

Will Guidara

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Quick takeaways

Recognize each touchpoint of the customer's journey for exceptional hospitality.

Implement game-changing practices in hospitality by building the right team, not just the best one.

Optimize small touchpoints in customer experiences to elevate the overall service.

Deep dives

Unreasonable Hospitality Creates Memorable Experiences

Wil introduces the concept of unreasonable hospitality, emphasizing the importance of going beyond efficiency to create unforgettable customer experiences. He shares his journey at 11 Madison Park, detailing the shift in perspective from focusing on rankings to impacting people through unique and creative interactions.

Navigating Tension Among Passionate Individuals

01:27

Creating Happiness through Thoughtful Gestures

01:39

Choose the right team over the best team

01:17

Effective Pre-Meal Meetings for Team Alignment

01:28

Introduction

2min

Unreasonable Hospitality: Transforming Customer Service

26min

Empowering Creativity in Hospitality

13min

Building Trust and Managing Expenses in the Hospitality Industry

5min

The Intersection of AI and Hospitality Culture

5min

Conversational Insights on Creativity and Personal Reflections

4min

Will Guidara is a restaurateur who has been immersed in the industry since the age of thirteen. He’s the former co-owner of Eleven Madison Park, which under his leadership received four stars from The New York Times, three Michelin stars, and in 2017 was named number one on the list of the world’s top 50 restaurants. Will is also the national bestselling author of the book, “Unreasonable Hospitality”, and he’s married to celebrity baker and founder of Milk Bar, Christina Tosi.

In this episode, Will guides us through his commitment to unreasonable hospitality and the importance of moving beyond efficiency to create magical experiences customers will never forget.

Key Points:

Recognizing each touchpoint of the customer’s journey
The 3 keys to game-changing practices in hospitality
Building the right team, not the best team

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Learn more about Will Guidara

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The Entrepreneur’s Studio

S3 E01 | Will Guidara | Unreasonable Hospitality

Episode guests

Podcast summary created with Snipd AI

Quick takeaways

Deep dives

Unreasonable Hospitality Creates Memorable Experiences

Transforming Workplace Culture Through Games and Creativity

Empowering Innovation and Detailed Customer Experiences

Building Strong Teams and Fostering a Culture of Hospitality

The 95-5 Rule and Balancing Expense Management with Exceptional Service

Navigating Tension Among Passionate Individuals

Creating Happiness through Thoughtful Gestures

Choose the right team over the best team

Effective Pre-Meal Meetings for Team Alignment

Remember Everything You Learn from Podcasts