Unreasonable Hospitality

Outline

Unreasonable Hospitality (2022) shares how Will Guidara helped turn Eleven Madison Park in New York into one of the world’s top-rated restaurants by focusing on how guests feel, not just on what they are served. He explains how small, unexpected gestures, a team that genuinely cares, and attention to every detail can create unforgettable experiences. The book offers lessons in service and leadership for any business that serves people.

• How guests feel matters as much as what they are served, and service should be built around that feeling.
• Small, unexpected gestures can turn an ordinary visit into an experience people remember and talk about.
• A team that genuinely cares about guests delivers better service than one that only follows procedures.
• Attention to every detail, including the smallest, helps create unforgettable experiences and builds loyalty.
• The service and leadership lessons apply to any business that serves people, not only restaurants.

Will Guidara is an American restaurateur, author, and speaker. He was co-owner of Eleven Madison Park, which under his leadership was named the best restaurant in the world in 2017. Today he speaks and advises companies on hospitality, customer experience, and building strong team cultures, and Unreasonable Hospitality is his first book.