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

by Will Guidara, October 25, 2022

Who

William Guidara (born 1979) is an American restaurateur based in New York City. Along with chef Daniel Humm, Guidara co-owned the Make It Nice hospitality group, established in 2011, which owns and operates Eleven Madison Park, NoMad New York, NoMad Los Angeles, NoMad Las Vegas, NoMad Bar and Made Nice.

A native of Sleepy Hollow, New York, Guidara graduated from the Cornell University School of Hotel Administration in 2001. Guidara began his dining room career at Wolfgang Puck's Spago in Beverly Hills. He then went on to various roles in Danny Meyer's Union Square Hospitality Group, including at Tabla, Café 2 and the restaurants at the Museum of Modern Art.

In 2006 Guidara became the General Manager of Eleven Madison Park, working with Humm. In 2011, Guidara and Humm purchased the restaurant from Union Square Hospitality Group.

In 2012, Guidara and Humm opened NoMad New York and the separate NoMad Bar in 2014.In April 2017, Guidara and Humm opened Made Nice, a fast casual restaurant in New York's Nomad neighborhood. In 2018, Guidara and Humm opened NoMad Los Angeles, their first restaurant outside of New York City, followed by NoMad Las Vegas. In 2019, Guidara and Humm announced that they were ending their partnership, with Humm buying out Guidara. As of 2019 Guidara was planning to start his own restaurant group.

https://en.wikipedia.org/wiki/Will_Guidara

https://www.finedininglovers.com/people/will-guidara

Book Summary:

"Unreasonable Hospitality" explores the concept of service at another level. It challenges traditional notions of customer service. Will Guidara argues that true hospitality should go beyond meeting expectations, aiming to create extraordinary and memorable guest experiences. Guidara shares his insights, experiences, and practical tips from his work in the restaurant industry, emphasizing the importance of exceeding expectations and building meaningful connections with customers. This book serves as a valuable resource for those in the hospitality and service industry who want to elevate their approach to customer service and leave a lasting impact on their guests.

Book Review:

Will Guidara's book "Unreasonable Hospitality" provides a fresh viewpoint on the art of hospitality in the service business. In this thought-provoking work, Guidara, a famous restaurateur and co-founder of New York City's iconic restaurant Eleven Madison Park, offers his ideas and experiences.

The book is centered on the notion of "unreasonable hospitality," which challenges established customer service rules by going above and beyond to create outstanding and unforgettable visitor experiences. Guidara contends that great hospitality should go beyond basic expectations, striving to forge emotional bonds and long-lasting experiences with consumers.

Guidara draws on his own experiences in the restaurant sector throughout the book, presenting tales and case studies that highlight the ideals of unreasonable hospitality. He provides practical advice and tactics for attaining service excellence, emphasizing the necessity of cooperation, attention to detail, and genuine concern for visitors.

Guidara's writing is lively and full of real-life examples, making the book accessible and relatable to a wide spectrum of readers, from aspiring restaurateurs to those interested in the art of customer service. "Unreasonable Hospitality" questions the existing quo and pushes readers to consider new ways to provide excellent and unforgettable experiences for people they serve.

In conclusion, Will Guidara's "Unreasonable Hospitality" is an enthralling investigation of the concept and practice of hospitality in the service business. It provides a novel perspective on upgrading client experiences and goes beyond traditional service conventions, emphasizing the importance of surpassing expectations and connecting with visitors. The book is an excellent resource for anybody working in the hotel or service business who wants to improve their approach to customer service and leave a lasting impression.

Practical and Technical Benefits for Project Managers:

Practical Benefits:

• Practical and Technical Benefits for Project Managers:

  A project manager can learn several valuable lessons from "Unreasonable Hospitality" by Will Guidara, despite the book's primary focus on the hospitality and service industry. Here are some key takeaways:

  1. Exceeding Expectations: Guidara emphasizes the importance of going above and beyond to create extraordinary experiences. A project manager can apply this principle by aiming to exceed project stakeholders' expectations and deliver results that surprise and delight. A project can have a certain output required. A project manager are getting involved and introduce to a sort of advisor role, it is also interesting to provide insight into to the project Sponsor on how to improve on the project results for a long lasting benefit. This should not compromise the focus of the project.

  2. Building Strong Relationships: Hospitality is all about building strong relationships with guests. Project managers can benefit from this by focusing on cultivating positive relationships with team members, clients, and stakeholders, which can lead to better collaboration and project success. It is ideal to have this relationship but not always pragmatic and real. It is good that a great common understanding is set so everyone knows what to expect from the project. Some will want payment, others fame, others a product that works and results. Build relationships to a clear and common understanding.

  3. Attention to Detail: Guidara's book underscores the importance of meticulous attention to detail. Project managers can use this lesson to ensure that every aspect of their projects, from planning to execution, is well thought-out and executed with precision. No one will be able to follow all the details. However, a strong team and a great relationship with the different stakeholders can tremendously help

  4. Teamwork and Collaboration: Effective hospitality often relies on seamless teamwork. Project managers can learn to foster a sense of collaboration and cooperation among their project teams, enabling them to work together efficiently and achieve common goals. Assembling a team is most of the time the crucial beginning step of a project. This step should not be taken lightly.

  5. Adaptability: In the hospitality industry, unexpected challenges can arise at any moment. Project managers can learn to be adaptable and responsive to changes, adjusting their plans and strategies as needed to keep projects on track. Agile is a popular word these days, however it is more the adaptive abilities of the project management team that will show the project can be handled during different environmental changes.

  6. Creating Memorable Experiences: Guidara's focus on creating memorable experiences can inspire project managers to look for opportunities to make the project journey positively memorable for their teams and clients, leaving a positive and lasting impression. Having the small wins and emphasis on the positives and the solutions to solve the negatives is a great tip.

  7. Feedback and Improvement: Hospitality businesses often rely on guest feedback to improve their services continually. Project managers can apply this by seeking and valuing feedback from team members and stakeholders, using it to refine project processes and outcomes. Having a framework to include many types of feedback is important. Feeback is always received. Satisfaction survey is another way to get unfiltered and anonymous feedback on certain aspects of the project.

  8. Customer-Centric Thinking: Guidara's "unreasonable hospitality" concept places the customer at the center of the experience. Project managers can adopt a similar customer-centric approach, keeping the end-users or clients in mind as they make decisions and manage projects. This means meeting the needs of the customers en ensuring the project output success. A Great focus needs to be placed at the beginning on the common understanding between parties.

  
  Incorporating these principles into project management can lead to more successful and satisfying project outcomes, with a focus on delivering exceptional value, building strong relationships, and creating memorable experiences for all stakeholders involved.
  
  I was struck by the profound parallels between Guidara's philosophy of "unreasonable hospitality" and the principles of effective project management and leadership in the business world. He leads by example and has a maniacal attention to details to the point that every move and action will focus on giving this maximum experience for a maximum revenue to the company. The restaurant business is after all a business and a business needs to make profit to thrive. He related this basic business survival to being the best and reaching full potential for a maximum result in satisfaction at all levels.

  In our field, we are constantly tasked with delivering exceptional value to our clients, often in the face of complex and unpredictable challenges. Just as Guidara strives to create memorable guest experiences, we strive to create lasting and impactful transformations within organizations.

  The concept of "unreasonable hospitality" encourages project managers and consultants to think beyond conventional norms, to be innovative and creative in our problem-solving, and to approach each project with a passion for excellence. Guidara's emphasis on building strong relationships and valuing feedback echoes the importance of collaboration and stakeholder engagement in successful consulting projects.

  "Unreasonable Hospitality" is more than a book on service and hospitality; it's a philosophy that can inspire and elevate the practice of Project management, management, and consulting. Just as Guidara has redefined what it means to serve in the restaurant industry, this book challenges us to redefine what it means to deliver excellence. It serves as a valuable guide for project managers and consultants, reminding us to approach our work with a dedication and motivation to learn how to exceed expectations, creating memorable experiences, and building enduring relationships with our clients.