Unreasonable Hospitality

THE NEW YORK TIMES BESTSELLER AS SEEN ON THE HIT TV SHOW 'THE BEAR' The must-read, bestselling book on service and leadership from the former co-owner of legendary restaurant Eleven Madison Park. ‘Any organization would benefit from his thinking’ Simon Sinek, bestselling author of Start With Why ‘One of the five best management books I have ever read. Plus, it is the most engaging and entertaining’ Roger Martin, bestselling author of Playing to Win At just twenty-six years old, Will Guidara took charge of Eleven Madison Park: a struggling New York City two-star brasserie that had never lived up to its breathtaking room. Eleven years later, it was named the best restaurant in the world. How did Guidara pull off this unprecedented transformation? Through unreasonable hospitality: Radical reinvention, a true partnership between the kitchen and the dining room – and a belief that extraordinary experiences are created by going far beyond what’s expected. 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 cancelled holiday. But the most lasting impact was felt behind the scenes. Guidara’s leadership philosophy empowered his team to think and act differently, learning:

• How to deliver praise and criticism with intention
• Why the solution to the toughest business challenges is often to give more, not less
• How real magic happens when every employee starts thinking like an owner

Now in Unreasonable Hospitality, Guidara shows us that any business can choose to be a hospitality business – and how we can all transform ordinary transactions into extraordinary experiences. Packed with vivid stories from the world’s most celebrated restaurants, and featuring industry icons such as Daniel Boulud and Danny Meyer, Unreasonable Hospitality is an essential read for anyone who wants to lead with generosity, build exceptional teams, and create work that truly matters.