Unreasonable Hospitality : The Remarkable Power of Giving People More Than They Expect

National BestsellerEssential lessons in hospitality for every business, from the former co-owner of legendary restaurant Eleven Madison Park.Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Guidara’s team surprised a family who had never seen snow with a magical sledding trip to Central Park after their dinner; they filled a private dining room with sand, complete with mai-tais and beach chairs, to console a couple with a cancelled vacation. And his hospitality extended beyond those dining at the restaurant to his own team, who learned to deliver praise and criticism with intention; why the answer to some of the most pernicious business dilemmas is to give more—not less; and the magic that can happen when a busser starts thinking like an owner. Today, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences. Featuring sparkling stories of his journey through restaurants, with the industry’s most famous players like Daniel Boulud and Danny Meyer, Guidara urges us all to find the magic in what we do—for ourselves, the people we work with, and the people we serve. Title Page Copyright Dedication Contents A Letter from Simon Sinek Chapter 1: Welcome to the Hospitality Economy Service Is Black and White; Hospitality Is Color Chapter 2: Making Magic in a World That Could Use More of It People Will Never Forget How You Made Them Feel The Power of a Genuine Welcome The Nobility in Service Chapter 3: The Extraordinary Power of Intention Chapter 4: Lessons in Enlightened Hospitality Go Above and Beyond Enthusiasm Is Contagious Language Creates Culture “Cult” Is Short for “Culture” Chapter 5: Restaurant-Smart vs. Corporate-Smart Control Doesn’t Have to Stifle Creativity Trust the Process Sometimes Control Stifles Creativity Find the Balance Between Control and Creativity The Rule of 95/5 Chapter 6: Pursuing a True Partnership Never Say Never Make Decisions Together Chapter 7: Setting Expectations Reconnaissance Matters Invite Your Team Along Leaders Listen Find the Hidden Treasures Keep Emotions Out of Criticism Thirty Minutes a Day Can Transform a Culture Set Them Up to Succeed Chapter 8: Breaking Rules and Building a Team Hire the Person, Not the Résumé Every Hire Sends a Message Build a Cultural Bonfire Make It Cool to Care Chapter 9: Working with Purpose, on Purpose Don’t Try to Be All Things to All People Articulate Your Intentions Strategy Is for Everyone Choose Conflicting Goals Know Why Your Work Is Important Chapter 10: Creating a Culture of Collaboration Choose Worthy Rivals Tap in to Their Passions—Then Give Them the Keys Find the Win/Win/Win “It Might Not Work” Is a Terrible Reason Not to Try The Best Way to Learn Is to Teach Let Them Lead Make It Mandatory Listen to Every Idea Great Leaders Create Leaders Chapter 11: Pushing Toward Excellence Excellence Is the Culmination of Thousands of Details Executed Perfectly The Littlest Things Matter The Way You Do One Thing Is the Way You Do Everything Finish Strong: The One-Inch Rule Being Right Is Irrelevant Appreciate the Journey Chapter 12: Relationships Are Simple. Simple Is Hard. Turn Toward Tension Don’t Go to Bed Angry Find the Third Option Concede the Win Learn Their Tough-Love Language Hire Slow, Fire Fast—But Not Too Fast Create Your Own Traditions Chapter 13: Leveraging Affirmation Share the Spotlight Use Every Tool in Your Tool Kit Persistence and Determination Alone Are Omnipotent Chapter 14: Restoring Balance Slow Down to Speed Up The Deep Breathing Club Touch the Lapel Chapter 15: The Best Offense Is Offense Raindrops Make Oceans Adversity Is a Terrible Thing to Waste Keep the Team Engaged at All Costs It Doesn’t Have to Be Real to Work Chapter 16: Earning Informality Being Present Chapter 17: Learning to Be Unreasonable Reasonable vs. Unreasonable Hospitality Isn’t a Transaction Hospitality Is a Dialogue, Not a Monologue Treat Everyone Like a Vip What’s the Hospitality Solution? Chapter 18: Improvisational Hospitality Find the Legend Giving More Is Addictive Create a Tool Kit Opportunities for Hospitality Exist in Every Business Chapter 19: Scaling a Culture Nobody Knows What They’re Doing Before They Do It Make It Nice Creativity Is a Practice Jump-start the Culture Marry Up Leaders Say Sorry No Guest Left Behind Chapter 20: Back to Basics Serve What You Want to Receive Return to First Principles The Most Delicious and Gracious Restaurant in the World Epilogue I Appreciate You Notes Index About the Author The must-read New York Times bestseller that's redefining hospitality and inspiring readers in every industry. - Featured in FX's The Bear and Showtime's Billions- JP Morgan NextList PickWill Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Guidara's team surprised a family who had never seen snow with a magical sledding trip to Central Park after their dinner; they filled a private dining room with sand, complete with mai-tais and beach chairs, to console a couple with a cancelled vacation. And his hospitality extended beyond those dining at the restaurant to his own team, who learned to deliver praise and criticism with intention; why the answer to some of the most pernicious business dilemmas is to give more—not less; and the magic that can happen when a busser starts thinking like an owner. Today, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences. Featuring sparkling stories of his journey through restaurants, with the industry's most famous players like Daniel Boulud and Danny Meyer, Guidara urges us all to find the magic in what we do—for ourselves, the people we work with, and the people we serve. The must-read national bestseller that's redefining hospitality and inspiring readers in every industry. - JP Morgan NextList Pick - Featured in FX's The Bear and Showtime's Billions Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Guidara’s team surprised a family who had never seen snow with a magical sledding trip to Central Park after their dinner; they filled a private dining room with sand, complete with mai-tais and beach chairs, to console a couple with a cancelled vacation. And his hospitality extended beyond those dining at the restaurant to his own team, who learned to deliver praise and criticism with intention; why the answer to some of the most pernicious business dilemmas is to give more—not less; and the magic that can happen when a busser starts thinking like an owner. Today, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences. Featuring sparkling stories of his journey through restaurants, with the industry’s most famous players like Daniel Boulud and Danny Meyer, Guidara urges us all to find the magic in what we do—for ourselves, the people we work with, and the people we serve. National Bestseller Essential lessons in hospitality for every business, from the former co-owner of legendary restaurant Eleven Madison Park. Will Guidara was twenty-six when he took the helm of Eleven Madison Park, a struggling two-star brasserie that had never quite lived up to its majestic room. Eleven years later, EMP was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room—and memorable, over-the-top, bespoke hospitality. Guidara’s team surprised a family who had never seen snow with a magical sledding trip to Central Park after their dinner; they filled a private dining room with sand, complete with mai-tais and beach chairs, to console a couple with a cancelled vacation. And his hospitality extended beyond those dining at the restaurant to his own team, who learned to deliver praise and criticism with intention; why the answer to some of the most pernicious business dilemmas is to give more—not less; and the magic that can happen when a busser starts thinking like an owner. Today, every business can choose to be a hospitality business—and we can all transform ordinary transactions into extraordinary experiences. Featuring sparkling stories of his journey through restaurants, with the industry’s most famous players like Daniel Boulud and Danny Meyer, Guidara urges us all to find the magic in what we do—for ourselves, the people we work with, and the people we serve.