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A Bit of Optimism
Unreasonable Hospitality with Will Guidara
Oct 18, 2022
Will Guidara, a renowned New York restaurateur known for transforming Eleven Madison Park, discusses the concept of 'unreasonable hospitality.' He explores how going above and beyond in service fosters authentic human connections. Guidara shares inspiring stories about the ripple effect of kindness and the introduction of innovative roles, like 'Dreamweaver,' to create memorable dining experiences. He emphasizes the power of small, intentional gestures in cultivating meaningful relationships between staff and guests.
33:01
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Quick takeaways
- Unreasonable hospitality redefines customer service by prioritizing emotional connections and individualized gestures.
- Success in hospitality requires attention to detail, staff training, and a commitment to exceptional service.
Deep dives
The Power of Attention to Detail in Service
Eleven Madison Park, known for its customer service rather than innovative food, became the best restaurant in the world under Will Gadera's ownership. Gadera's approach highlighted the importance of applying attention to detail in service, extending beyond the food industry. By focusing on unreasonable hospitality, Gadera transformed the customer experience at the restaurant.
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