Will Guidara, Restaurateur and Author of Unreasonable Hospitality, Episode 225
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Will Guidara is the founder of Thank You, a hospitality company that helps leaders across industries transform their approach to customer service. He is also the former co-owner of Eleven Madison Park. In his book Unreasonable Hospitality, he shares many of the lessons about service and leadership he learned throughout his career in restaurants and makes the case that any business can choose to be in the hospitality industry by taking ordinary transactions and turning them into memorable experiences. He is also the co-founder of the Welcome Conference, an annual conference that brings together the best minds in the world of hospitality. A graduate of Cornell University, he has co-authored four cookbooks, was named one of Crain’s New York Business’s 40 Under 40, and is a recipient of WSJ Magazine’s Innovator Award.
Will Guidara is with us today to reflect on his experience in the restaurant industry and how it has impacted his approach to business, prioritizing human connection and caring for people. He believes that the hospitality industry has valuable lessons to offer, particularly in that it encourages others to choose to concentrate on the people around them. Will also comments on how society's views on leadership have changed over the years and why we need to prioritize connection over perfection
“We can inspire people to be better versions of themselves through our attention to detail or our creativity.” - Will Guidara
“It's crucial to name for yourself why your work matters.” - Will Guidara
“Find one size fits one gestures.” - Will Guidara
This Week on The Wow Factor:
Will’s experience of growing up in Sleepy Hollow, New York, and what he learned from his mentor and best friend, his father
Will discusses his experience of spending time with famous chef Daniel Boulud, including his generosity to him and his father
The role of Will’s mother in his upbringing and how she inspired him even after his death
Will’s career history in restaurants, including at Tribeca Grill and Spago, and why he credits Danny Meyer as a major influence
Why Will left his role with Danny to learn about the inner workings of a corporate restaurant company
The gelato spoon that illustrates Will’s Rule of 95/5
Why unreasonable hospitality means going above and beyond for guests
Moments of Improvisational hospitality, including buying sleds for kids from Spain who had never seen snow
The importance of making guests feel seen and valued through personalized gestures rather than relying on generic or contrived acts of hospitality
Why Will employs a Dreamweaver on his team at the restaurant and what the job role entails
Will Guidara’s Words of Wisdom:
A leader needs to be a host. They need to pursue with creativity and intention, a genuine sense of connection amongst the people that work with them. Because if we don't feel like we are in a community with our colleagues, we'll never do anything.
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