Christina Tosi, the innovative chef-owner of Milk Bar and James Beard award winner, joins Will Guidara, the restaurateur who elevated Eleven Madison Park to new heights. They dive into the joy of service, sharing how it enhances customer experiences. The duo also discusses 'unreasonable hospitality' and its ability to forge deep connections. Their insights on nurturing employee experiences and the emotional ties to food reflect their philosophy: kindness and creativity can transform both personal and professional relationships.
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Quick takeaways
Christina Tosi and Will Guidara emphasize that true hospitality involves building emotional connections and creating memorable dining experiences beyond just food.
The couple highlights that fostering a culture of kindness within their team enhances employee motivation, which ultimately translates to exceptional customer service.
Deep dives
The Essence of Unreasonable Hospitality
Generosity in hospitality transcends mere service; it focuses on exceeding expectations without anticipating anything in return. Christina Tosi and Will Gadara illustrate this concept through their culinary experiences, emphasizing the emotional connections that are built over shared meals. Their approach is not just business-oriented but deeply personal, deriving from a desire to make people feel valued and seen. They highlight that the real value of a meal lies not in the dishes themselves, but in the memorable moments created around the dining table.
Breaking Norms to Enhance Experiences
Both Christina and Will share stories that reflect their willingness to break conventional rules for the sake of joy and connection. Will recounts an instance where he brought a hot dog to European diners who lamented missing out on this American staple during their fine dining experience. This unexpected gesture not only surprised the guests but also made the meal unforgettable. Such unconventional actions reinforce the idea that hospitality can be about creating memorable experiences, rather than just delivering a high-end menu.
The Impact of Culture on Team Dynamics
Creating a culture of hospitality begins within the team itself, with the understanding that employee well-being directly impacts customer satisfaction. Will emphasizes the importance of treating employees to extraordinary experiences, enhancing their motivation to replicate that kindness toward customers. Both leaders agree that an engaged and happy team is crucial for delivering the exceptional service that defines their philosophy. This internal focus ensures that generosity and joy manifest in every aspect of their business.
Lessons from Personal Connections
The couple's personal lives highlight how a shared philosophy of hospitality forms the backbone of their relationship and professional success. They discuss the importance of small gestures and the attention paid to each other as integral to their bond, which translates into their work. By valuing the little things, they foster an environment where creative ideas flourish, leading to meaningful experiences for guests. Their experiences reveal that the principles of hospitality extend beyond the dining experience, influencing personal interactions and community connections.
Christina Tosi and Will Guidara have found many winning recipes — in food, business and love. Christina is the chef-owner at Milk Bar, a James Beard award winner and the author of multiple cookbooks. Will transformed Eleven Madison Park into a three-Michelin-star restaurant ranked among the world's best. The power couple joins Adam to share remarkable stories about their hospitality and food empires — and they share the secret sauce to their success: a commitment to serving others before yourself.
Available transcripts for ReThinking can be found at go.ted.com/RWAGscripts
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