The Next Big Idea
The Remarkable Power of Giving People More Than They Expect (2023)
Nov 28, 2024
Will Guidara, former general manager and co-owner of Eleven Madison Park and author of "Unreasonable Hospitality," shares his journey of transforming a struggling brasserie into the world's best restaurant. He discusses the concept of 'unreasonable hospitality,' exemplified by a memorable wedding experience, and how it can elevate customer service across various industries. Guidara reflects on the emotional rollercoaster of restaurant management, the importance of personal connections, and how exceeding expectations can lead to extraordinary results in both hospitality and life.
01:07:06
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Quick takeaways
- Will Guidara transformed Eleven Madison Park by implementing 'unreasonable hospitality', focusing on creating unforgettable dining experiences for each guest.
- The restaurant's success derived from cultivating a strong team culture that promoted effective communication and collaboration between staff members.
Deep dives
The Rise of Eleven Madison Park
Will Godara was appointed the general manager of Eleven Madison Park when it was a well-regarded but average French restaurant in New York. Upon taking leadership, he and chef Daniel Hoom focused on transforming the dining experience through a combination of exceptional food and a unique approach to hospitality. They emphasized the importance of creating an extraordinary ambiance, not just through fine dining excellence, but by making every guest feel special and seen. This approach reshaped the restaurant's identity, ultimately leading to its recognition as the best restaurant in the world, reflecting a shift from just serving food to crafting memorable experiences.
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