Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect (Unabridged)
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4.7 • 1.6K Ratings
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- $12.99
Publisher Description
The must-read New York Times bestseller that's redefining hospitality and inspiring readers in every industry.
- Featured in FX's The Bear and Showtime's Billions
- JP Morgan NextList Pick
Eleven Madison Park was a struggling two-star brasserie when Will Guidara took the helm. Eleven years later, it had been named the best restaurant in the world, renowned for its “relentless, skillful campaign to spread joy” (Pete Wells, New York Times). How did Guidara and his team pull off this unprecedented transformation? By offering hospitality so memorable, so over the top, it can only be described as unreasonable.
The team consistently gave people more than they expected—filling a private dining room with sand, mai tais, and beach chairs to console a couple after a canceled vacation, or surprising a family who had never seen snow with a sledding trip to Central Park. That hospitality-first culture—making people feel seen and truly welcomed—extended beyond the guests to their own team, who learned that the best way to build your bottom line is to give more, not less; how to deliver praise and criticism with intention; and about the greatness possible when a busser is empowered to think like an owner.
Guidara shows us how to find the magic in what we do—for ourselves, the people we work with, and the people we serve.
Since its publication, Unreasonable Hospitality has sold over a million copies, has been translated into over a dozen languages, and was an inspiration for the Emmy Award–winning series The Bear. Today, every business can choose to be in the hospitality industry, as the word has spread far beyond the dining room, encouraging leaders from all disciplines to elevate ordinary transactions into unforgettable experiences.
APPLE BOOKS REVIEW
By making a good restaurant great, manager Will Guidara discovered a philosophy for life that definitely transcends the world of fine dining. While running New York’s prestigious eatery Eleven Madison Park, Guidara’s goal was to make it the top restaurant in the world. He discovered a unique style of hospitality to achieve that goal, one that went beyond an impeccable menu and synchronized service. Think more along the lines of him buying sleds…and then taking guests to Central Park to use them! Guidara rightfully points out that any business with customers (so pretty much every business) can benefit from a hospitality mindset. But most importantly, he claims that the same commitment he makes to treating customers well must extend to his employees too. You can hear the warmth and enthusiasm that’s made his philosophy so successful in his narration. Every aspiring leader will come away from Unreasonable Hospitality bursting with inspiration.
Customer Reviews
Not just for the perfectionist.
Found Will via Patrick Bet-David. I am not extremely detail oriented but will look through Will’s hospitality lenses for a long time after listening. Listened to the VERY END. Am I both player and coach? Even more to think about, good listen!
How to do it right
This book is a great example on how to do business right, being focused on the customer, the only thing that really matters!
A
Great audiobook teaches how to really connect with not only the people you are serving but also with your team and it doesn’t only apply in the restaurant industry it can apply to any job industry. 10/10