TED Talks Daily The secret ingredients of great hospitality | Will Guidara
Jul 6, 2024
Will Guidara, the celebrated restaurateur behind the iconic 11 Madison Park, shares his journey into 'unreasonable hospitality.' He recounts a pivotal moment when serving a simple hot dog transformed his approach to dining experiences. Guidara emphasizes the importance of personalization and authentic connections in creating unforgettable moments for guests. He outlines three key steps to enhance human interaction in any business, illustrating how extraordinary service can not only delight customers but also empower staff to dream up creative solutions.
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The Hot Dog Incident
- Will Guidara's team served a hot dog to guests who mentioned missing out on this NYC staple.
- The guests' positive reaction sparked Guidara's focus on "unreasonable hospitality."
The Purpose of Restaurants
- Guidara realized that restaurants' true purpose is making people feel seen and welcome.
- Food, service, and design are just ingredients in the recipe of human connection.
Keys to Unreasonable Hospitality
- Be present by caring deeply about the interaction, allowing you to truly listen to others.
- Take your work seriously but avoid rigid standards that hinder meeting customer needs.