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"Hospitality happens for people, not to them." In this masterclass of an episode, Unreasonable Hospitality author Will Guidara sits down with Dan Pope on the Hungry podcast to unpack the magic behind Eleven Madison Park's meteoric rise to the best restaurant in the world. From leaving a full bottle of cognac with the bill, to systemizing serendipity with Tiffany & Co. engagement flutes, Will explains why true excellence requires a healthy dose of unreasonableness. They dive into the tension between perfection and human connection, the power of a 'Red Team' in creative brainstorming, and how to apply Michelin-star hospitality to any industry—even a UPS store.
ON THE MENU: 00:00:00 Intro 00:01:01 Excellence vs. Hospitality 00:03:49 The Fueling Power of Praise & Criticism 00:13:20 Redefining Hospitality in Any Industry 00:18:18 Creativity: Inviting People Into Your Imagination 00:22:11 The UPS Store & Chewy: Systemizing Magic 00:35:45 The Cognac Check Drop at Eleven Madison Park 00:44:10 Scheduling Creativity & Collaboration 00:49:07 Moving to Nashville & Embracing Messiness 00:58:27 Reading the Room: One Size Fits One 01:06:48 Systemized Magic: The Tiffany Engagement Flutes 01:08:32 The Miles Davis Approach to Restaurants 01:18:13 The NoMad Chicken & The Red Team 01:28:59 Customer Recovery as Your Best Marketing 01:32:36 Seth Godin's Girl Scout Cookie Advice 01:35:35 Danny Meyer & The Power of Language 01:46:34 Do Not Ruin a Story With the Facts 01:53:08 The Art of Gathering & Designing Events 02:00:11 Savannah Bananas: Changing the Rules 02:11:03 The Peak-End Rule & Letting Go of Control 02:22:35 Confidence, Ego, & Meeting Your Heroes 02:30:49 AI in Hospitality: Copilot, Not Autopilot
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This episode was edited by: G.Thomas Craig (https://www.linkedin.com/in/gthomascraig/)
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