Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect

These chapters, recounting Guidara’s early tenure as General Manager at Eleven Madison Park, show a strategic focus on enhancing team dynamics through Connection, Communication, and Collaboration. Guidara’s first tactic as GM was to improve communication between conflicting factions of the restaurant. Moreover, he concentrated on thoughtful hiring practices, knowing that any one hire could affect the dynamic of the whole team. Additionally, the team intentionally focused on increasing collaboration among the staff, beginning by running a strategic meeting in which the whole staff participated, rather than only the managers.

Upon assuming his role, Guidara identified the existing division between the restaurant’s old guard and the new hires as a critical issue needing resolution. His initiative to engage in direct conversations with employees and to promote individuals based on unrecognized strengths indicates a methodical approach to team building and conflict resolution. The decision to hire based on attributes of warmth and hospitality, rather than solely on fine dining experience, reflects an attempt to prioritize the interpersonal skills essential for fostering a welcoming atmosphere within the restaurant. Furthermore, the involvement of the entire staff in strategic meetings, deviating from the conventional approach of limiting such discussions to management, suggests an effort to democratize the planning process and encourage a sense of collective responsibility.

The narrative also highlights The Importance of Detail in showing Guidara’s meticulous approach to guest experience and operational practices, exemplified by the switch from canalés to house-made granola as a parting gift. Although a minor part of each meal, Guidara recognizes it as important, arguing that the switch from canalés represented a shift from a more ego-focused approach to dining to a more humble and guest-centered experience: “The canelés were too much about what we wanted to serve and not enough about what our guests might actually want to eat” (80). This change, rooted in practical considerations of guest preferences, illustrates a detailed focus on aspects of service that contribute to the overall guest satisfaction.

The theme of The Creative Tension of Opposites runs throughout these chapters. Guidara discusses balancing contrasting goals, such as maintaining informality in a fine dining setting. He also recalls navigating the perspectives of different employee factions: the old guard with their emphasis on warmth and informality, and the new guard with their emphasis on precision and fine dining conventions. Guidara describes these tensions more abstractly as a push and pull between hospitality and culinary excellence. This balance is portrayed as a complex challenge, requiring a nuanced understanding of both the service and culinary aspects of the restaurant’s operation. Guidara describes this challenge as ongoing, ever-evolving, dynamic, and generative.

Guidara’s inclination to question established norms, from service protocols to guest farewell gifts, indicates a broader theme of challenging fine dining tradition. The adoption of a more informal atmosphere, while striving to uphold a high standard of culinary and service quality, represents an experimental approach to restaurant management. This willingness to deviate from established practices is presented as part of a broader strategy aimed at redefining the guest experience in a way that aligns with contemporary expectations of fine dining.