How To Build A Brand Centered On Unreasonable Hospitality

Will Guidara took Eleven Madison Park from a middling Brasserie to the best restaurant in the world when he realized something revolutionary – in a restaurant, the food, the service, and the design are simply ingredients in the recipe of human connection. When Will encouraged his team to be present with their guests, take what they do seriously without taking themselves too seriously, and employ a “one size fits one” strategy, magic happened. In this talk, Will shares why these lessons took EMP to #1, and how an unreasonable approach to the pursuit of human connection can help you win – and give people an experience they’ll remember forever.

Key takeaways: 

Build Authentic Connections: True hospitality involves more than efficient service; it's about genuinely engaging with people to make them feel seen and valued. This approach transforms routine interactions into memorable experiences.
Apply the 95/5 Rule: Manage 95% of your business meticulously, but allocate the remaining 5% for spontaneous, memorable gestures that delight customers. These thoughtful surprises can leave a lasting impact.
Pursue Excellence in Every Detail: Excellence is achieved through attention to countless small details. By being intentional and meticulous in every aspect of service, organizations can create outstanding experiences.