Source
Unreasonable Hospitality
Will Guidara
Will Guidara's book on the lessons in service and leadership he learned building Eleven Madison Park into the world's #1 restaurant, built around the idea that hospitality is "being creative and intentional in pursuit of relationships" — a choice available in any business, not just restaurants, achieved through deliberate, often invisible acts of exceptional service.
Source for the champagne-freezer story, the 95-5 rule, the podium-removal/name-greeting change, the sign-language water service, the kitchen-server hiring policy, and the beverage ownership program (episode 284); and the ticketless coat-check redesign, the cognac bill-timing case, and the founding NYC hot-dog hospitality anecdote, plus the smokers'-cigarette-break booze and Tiffany engagement-flute examples (episode 286).
Discussed in
- Episode 284 — 284-will-guidara-here-s-how-i-built-the-world-s-1-restaurant
- Episode 286 — 286-will-guidara-how-cognac-solved-a-major-problem-at-the-world-s-1-restaurant