By: Ali Elizabeth Turner
The holiday season has officially begun, and soon it will be time for families to gather around tables, (both residential and commercial) and eat food that is hopefully delicious. Maybe there will be plates, real napkins, and glassware. Maybe there will be several courses, or perhaps a buffet. Maybe it will be take-out, delivery, or drive-thru. Maybe it will be at a shelter, and maybe it will be at a Sheraton. At the end of the day, it won’t be about the food; it will be about how all involved treated each other, and whether anyone leaves the table crying, and that includes the server.
To say that manners have been marginalized in our culture is an understatement, but I have good news: they can be recovered, and as it pertains to business, marvelous manners and stellar service actually affect profit margins. Unreasonable Hospitality is proof of that, and its story is one that transcends the hospitality industry. The principles found in this book contain what I call “transferable skills,” meaning that they can apply to everything from fine dining to farriers.
When Will Guidara, the author of Unreasonable Hospitality, was only 26 years old, he took over a brasserie in New York that had always struggled. That state of struggle is all too common in the restaurant business, and truth be told, most restaurants eventually fail. Over time, by treating both his crew and his customers as though they were actually made in the image and likeness of God, Will’s restaurant eventually became known as the finest restaurant in the world. Now Will has not only written a New York Times best seller, he even offers a coaching program that teaches anyone how to apply what Will learned the hard way to any business, no matter how seemingly unrelated.
Here are some reviews and descriptions of the content and its application to business and even life:
“Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect by Will Guidara offers a compelling exploration of how going beyond the call of duty can transform service. Rooted in Guidara’s extensive experience in the hospitality industry, the book blends personal anecdotes with practical insights, making a strong case for extreme generosity in all areas of life and business.”
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 canceled 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.
It might be a good idea to “ingest” this book before the doorbell rings and the guests arrive. I know that I am intrigued, and there is no better time than the holidays to experience a transformation.
November 1, 2024
