Episode 60
Brand Story Podcast

Building Brand with Unreasonable Hospitality

featuring Will Guidara

Restaurateur and Author of Unreasonable Hospitality

Will Guidara, Restaurateur and Author of Unreasonable Hospitality, shares his career journey and how brands can embrace unreasonable hospitality with our president, Steve Gilman

When Will Guidara was 26 he took over Eleven Madison Park, a middling brasserie in the heart of NYC. For the next eleven years, he focused on pursuing excellence in every aspect of the dining experience and combined that with memorable, some might say unreasonable, hospitality. 

And it paid off.

The restaurant has held three Michelin stars since 2012 and was ranked first among The World’s 50 Best Restaurants in 2017. But it wasn’t without hard work. In fact, Will’s approach to hospitality and brand storytelling is a testament to the power of creating memorable experiences, and it’s not limited to the hospitality industry. By focusing on genuine care, creativity, and intentional moments, brands of every industry have the ability to leave a lasting impact on their customers. In this episode, Will shares the valuable lessons he’s learned in both leadership and brand experience, and how you can embrace unreasonable hospitality.

About the Guest

Will Guidara

Restaurateur and Author of Unreasonable Hospitality

Will is the founder of Thank You, a hospitality company that develops world-class destinations and helps leaders across industries transform their approach to customer service. He is also the former co-owner of Eleven Madison Park. Under his leadership, the restaurant received numerous accolades, including four stars from the New York Times, three Michelin stars, and in 2017 was named number one on the list of the World’s 50 Best Restaurants. His book, Unreasonable Hospitality, covers essential lessons in hospitality that every business can apply and how to transform ordinary transactions into extraordinary experiences.

Key Takeaways

Everyone in their own small way can create the conditions where people can come together and more genuinely connect in some way, shape, or form.

In order to be successful as an individual and then as a leader, you need to take the time to name for yourself why your work matters and then share that with your team.

When you want to accomplish something, look at the people who have accomplished it before, study them, learn what you can from them, make it your own, and approach it accordingly.

About The Host

Steve Gilman

As the President of Gravity Group, Steve is passionate about helping brands reach their goals through honest, creative marketing and powerful brand stories.