Will Guidara, the former co-owner of the acclaimed restaurant Eleven Madison Park, shares his insights on leadership through hospitality. He discusses how true hospitality goes beyond service to create emotional connections within teams. Guidara emphasizes the importance of continuous feedback and a caring culture, challenging the notion of what it means to be 'cool' in leadership. Personal stories, including his mother's inspiring resilience, highlight the profound impact of making people feel valued and cherished in any environment.
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Mom's Welcome
Will Guidara's mother, a flight attendant diagnosed with brain cancer, became a quadriplegic.
Despite this, she waited for him every day after school with a smile, teaching him the power of welcome.
insights INSIGHT
Service vs. Hospitality
Service is simply fulfilling the basic transaction; hospitality is how you make people feel during it.
Hospitality creates belonging, connection, and a lasting impression beyond the service itself.
insights INSIGHT
Selfish Hospitality
Hospitality is a selfish pleasure because it feels good to make others feel good.
It restores purpose to work and energizes both the giver and receiver.
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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: Unreasonable Hospitality
Will Guidara 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 has co-authored 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. He is the author of Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect*.
We expect hospitality from a restaurant or hotel, but we often miss opportunities for this mindset at work. In this conversation, Will and I discuss effective leadership as an act of hospitality, not only for the organization and team — but for the leader themselves.
Key Points
Service is black and white. Hospitality is color.
Hospitality elevates service not only for the person receiving it, but for the person delivering it.
Hospitality is a dialogue, not a monologue. With employees, this means giving feedback continuously.
When offering criticism, make a charitable assumption. The message is still the message, but the context matters.
Giving attention to your top performers does a lot to invest others in their work.
Make it cool to care.
Resources Mentioned
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect* by Will Guidara
Interview Notes
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