Unreasonable Hospitality
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Business
Unreasonable Hospitality
Will Guidara
Service is doing the job. Hospitality is making people feel seen. Only one of them gets remembered.
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Lessons learned
01
Be unreasonable about it.
Guidara took Eleven Madison Park to the best restaurant in the world by going absurdly far for guests. The hot dog story is the whole book in one scene.
02
Every business is a hospitality business.
Gyms, software, rentals. The product gets people in the door. How they feel decides whether they come back.
03
Give people the chance to be great.
He put a dreamweaver on staff whose only job was surprising guests. I think about this every time I write a job description.
04
Praise in public, correct in private, and mean both.
His version of leadership is warm and demanding at the same time. That's the combination I'm trying to build in my gyms.
05
The little things are the things.
Nobody remembers the entree. They remember the sled ride in Central Park. Find the sled ride.
Who should read it
Anyone who runs a business where people walk in the door. It will make you embarrassed about your current standard, in a good way.
