Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect (Summary)
Imagine dining at the world's best restaurant. As you're about to leave, you mention offhandedly that the only New York culinary experience you missed was a classic street-cart hot dog. Minutes later, before you can get your coat, a waiter appears with a silver platter. On it sits a perfectly prepared hot dog, just purchased from a street vendor, presented with the same care as a Michelin-starred dish. This isn't just good service; it's a statement. It's 'unreasonable hospitality.'
One-Size-Fits-One Hospitality
True hospitality isn't a standardized script; it's about personalizing the experience for each individual. Empowering your team to observe, listen, and act on small details creates profoundly memorable moments.
A family dining at Eleven Madison Park was overheard reminiscing about a recent beach vacation. Before dessert, the team secretly filled a box with pristine sand, placed the dessert courses inside it, and surrounded them with beautiful, edible chocolate seashells, instantly transporting the guests back to their happy memory.
Be a 95/5 Manager
Dedicate 95% of your energy to managing the business flawlessly by the book. But reserve the last 5% for creative, unexpected, and 'unreasonable' gestures for your team and customers. This 5% is where the magic happens and legends are born.
During the first snowfall of winter, a manager overheard a family express their disappointment that their hotel didn't have a sled for their kids. The manager immediately used his 'legend' budget to buy a sled, which he presented to the family as a gift, creating an unforgettable story that had nothing to do with food but everything to do with hospitality.
Language Creates Your Reality
The words used within an organization shape its culture. By intentionally changing your vocabulary, you can break down barriers and foster a more collaborative, unified team.
Guidara's restaurant abolished the industry-standard terms 'front of house' and 'back of house,' which often create an 'us vs. them' mentality. Instead, they became the 'dining room team' and the 'kitchen team,' a simple linguistic shift that helped everyone see themselves as part of one team working toward a single goal.
Turn Mistakes into Opportunities
When something goes wrong, don't just apologize or fix it. Use the failure as a chance to go so far above and beyond that the customer remembers the recovery more fondly than if everything had gone perfectly.
When a small kitchen fire forced the restaurant to close for an evening, the team didn't just call and cancel reservations. They personally re-booked every single guest at other world-class New York restaurants and paid for their entire meals. This act of extreme ownership turned a potential disaster into a legendary story of customer care.
