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The Secret Ingredients of Great Hospitality | Will Guidara | TED

TED・12 minutes read

The key to the global success of Eleven Madison Park was its focus on "unreasonable hospitality," creating extraordinary experiences by treating each guest uniquely and embracing creativity in service. The speaker advocates for the adoption of unreasonable hospitality across industries, emphasizing the value of making people feel special, creating lasting memories, and fostering teamwork and fulfillment.

Insights

  • Implementing "unreasonable hospitality" involves creating exceptional experiences for guests by being present, treating each individual uniquely, and going above and beyond, as exemplified by serving a simple hotdog that left a lasting impact on guests at Eleven Madison Park.
  • The shift towards a hospitality economy emphasizes the importance of making people feel valued and creating memorable experiences across industries, encouraging individuals to adopt unreasonable hospitality by caring more, trying harder, and treating every interaction as an opportunity to leave a lasting impression, ultimately leading to business success and fulfillment for both customers and employees.

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Recent questions

  • What is unreasonable hospitality?

    Unreasonable hospitality is the concept of turning ordinary transactions into extraordinary experiences by being present, treating each guest uniquely, and not taking oneself too seriously. It involves going above and beyond to create lasting memories for customers.

  • How did Eleven Madison Park achieve success?

    Eleven Madison Park became the number one restaurant globally by focusing on unreasonable hospitality, creating unique experiences for guests, and treating each interaction as an opportunity to make people feel valued and special.

  • What role did the "Dream Weaver" play?

    The "Dream Weaver" position at Eleven Madison Park facilitated the execution of creative ideas to enhance guest experiences, contributing to the restaurant's success in providing extraordinary and memorable moments for customers.

  • Can unreasonable hospitality be applied in other industries?

    Yes, unreasonable hospitality is not limited to fancy restaurants and can be implemented in various service industries by caring more, trying harder, and treating each interaction as an opportunity to create a lasting impression and make people feel special.

  • What is the speaker's message about hospitality?

    The speaker emphasizes the shift towards a hospitality economy where making people feel valued and creating memorable experiences is crucial. By adopting unreasonable hospitality, individuals can achieve business goals, foster teamwork, and create fulfillment for both customers and employees.

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Summary

00:00

Transforming Hospitality: Unleashing Extraordinary Guest Experiences

  • The speaker owned and operated Eleven Madison Park, a high-end restaurant in New York City, which transformed from a middling brasserie to the number one restaurant globally by 2020.
  • The restaurant's success was attributed to its focus on "unreasonable hospitality," turning ordinary transactions into extraordinary experiences for guests.
  • The concept of unreasonable hospitality was sparked by a simple gesture of serving a New York City hotdog to guests, which became a memorable highlight for them.
  • Unreasonable hospitality involves being present, not taking oneself too seriously, and treating each guest as a unique individual to create lasting memories.
  • The restaurant staff embraced the idea of unreasonable hospitality, leading to the creation of unique experiences for guests, such as transforming the dining room into a private beach or arranging a snow play in Central Park.
  • The addition of a "Dream Weaver" position to the team facilitated the execution of creative ideas to enhance guest experiences.
  • Unreasonable hospitality is not limited to fancy restaurants and can be implemented in various service industries by going above and beyond to make people feel special.
  • The speaker emphasizes the shift towards a hospitality economy, where the focus is on making people feel valued and creating memorable experiences.
  • The speaker encourages individuals in all industries to adopt unreasonable hospitality by caring more, trying harder, and treating each interaction as an opportunity to create a lasting impression.
  • Implementing unreasonable hospitality can lead to achieving business goals, fostering teamwork, and ultimately making both customers and employees feel fulfilled and valued.

13:46

Enthusiastic Audience Cheers and Applauds

  • Audience responds with applause and cheers.
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