Will Guidara, renowned restaurateur and author of Unreasonable Hospitality, shares insights from his illustrious career, including his time at Eleven Madison Park. He emphasizes that exceptional hospitality is essential for business success and loyalty. Guidara advocates for a people-first mindset, encouraging personalized experiences that resonate with customers. He reveals the magic of his 'Dreamweaver Program,' showcasing how tailored touches can create unforgettable memories, ultimately enhancing satisfaction and driving repeat business.
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insights INSIGHT
Service vs Hospitality
Service is about the tasks you perform, while hospitality is about the emotional experience you create.
Will Guidara highlights that hospitality shapes how people feel, which is more memorable than the service itself.
insights INSIGHT
Hospitality as Competitive Edge
No product or brand can remain supreme forever; competitors will eventually surpass them.
The lasting competitive edge is built by investing deeply in relationship and hospitality.
volunteer_activism ADVICE
Keys to Unreasonable Hospitality
To practice unreasonable hospitality, be fully present and focus solely on the person you're with.
Also, take your work seriously but yourself less seriously, and treat customers as unique individuals.
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The Remarkable Power of Giving People More Than They Expect
Will Guidara
In 'Unreasonable Hospitality,' Will Guidara shares his experiences as the General Manager of Eleven Madison Park and The NoMad, highlighting the importance of hospitality in any business. The book emphasizes that simply offering a great product is not enough; organizations must also focus on creating authentic connections and memorable experiences for both customers and employees. Guidara provides practical advice on setting expectations, managing teams, and adapting to unexpected situations, all while maintaining a commitment to hospitality that goes beyond mere service. His approach is applicable across various industries, not just limited to restaurants and luxury businesses.
Will Guidara, owner of iconic restaurants such as Eleven Madison Park, explains how hospitality is the number one thing that can help your business truly succeed.
Eventually, someone is going to make a better product, or build a better brand, than you have. The way to keep people from switching sides? Harboring a loyal customer base. The way to harbor a loyal customer base? Relentless hospitality.
Famed restaurateur Guidara credits his successful career to what he calls “Unreasonable Hospitality” - also the title of his book - which he achieved by abiding by three main keys: Being present, taking the work seriously (but himself less seriously), and creating individualized customer experiences. By considering how you’re making your customer feel, you’re fostering connections and lifelong memories your patrons will never forget.
Not only will these actions keep your customers returning to your business, but it will also work as a way of natural marketing; they’ll share stories of your service and draw even more people in, keeping your company alive.
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About Will Guidara:
Will Guidara is the author of the National Bestseller Unreasonable Hospitality, which chronicles the lessons in service and leadership he has learned over the course of his career in restaurants.
He is 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 #1 on the list of the World’s 50 Best Restaurants.
He is the host of the Welcome Conference, an annual hospitality symposium that brings together like minded people to share ideas, inspire one another, and connect to form community.
A graduate of the hospitality school at Cornell University, he has coauthored four cookbooks, was named one of Crain's New York Business's 40 Under 40, and is the recipient of WSJ Magazine's Innovator Award.
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