Review of "Unreasonable Hospitality" by Will Guidara

Executive Summary

In “Unreasonable Hospitality,” Will Guidara redefines the concept of hospitality, elevating it from a simple service transaction to a profound, relational, and mindset-driven approach to leadership and business. Through personal stories and reflective insights, Guidara shares how his experiences, particularly at Eleven Madison Park, taught him the power of building strong relationships, fostering resilience, and cultivating a mindset of exceptional service.

The book emphasizes that Unreasonable Hospitality is deeply relational, focusing on creating meaningful connections with guests and team members alike. Guidara highlights the importance of empathy and understanding, showing how relationships form the foundation of outstanding hospitality.

Resilience is another key theme, as Guidara demonstrates that failure is not final but an opportunity for growth. His stories reveal how resilience, rooted in trust and collaboration, is essential for overcoming challenges and achieving long-term success.

Ultimately, Unreasonable Hospitality is a mindset—a way of thinking and leading that transcends ordinary expectations. Guidara’s approach is not just a strategy but a philosophy that, when embraced, can transform both personal interactions and organizational culture.

This book serves as a compelling guide for anyone seeking to excel in hospitality or leadership, offering valuable lessons on the importance of relationships, resilience, and a mindset dedicated to going above and beyond in service to others.

Introduction

Hospitality is a word that seems simple at first glance, but Will Guidara redefines it with the concept of “Unreasonable Hospitality,” elevating the basic understanding of hospitality to something far more profound. From his choice of words to the structure of the book, Guidara takes the reader on a journey that is both enlightening and engaging. I was drawn into the book not because he presented himself as a flawless expert but because he candidly shared how, through failure, he and his restaurants truly embraced the essence of hospitality. While there are many insights I could discuss, three key themes stand out in “Unreasonable Hospitality”: it is relational, resilient, and a mindset.

Unreasonable Hospitality is Relational

Throughout the book, Will Guidara illustrates his points with personal, reflective, and illustrative stories, all of which are deeply relational. He speaks about his relationship with his father, highlighting how his father was not only a parent but also a mentor. Guidara’s deep appreciation for this relationship resonates with me, reminding me of the bond I share with my own father.

As I reflect on the stories Guidara tells, each one emphasizes the importance of relationships and how they ultimately contributed to the development of his methodology for Unreasonable Hospitality. From the moment a guest arrived at Eleven Madison Park, their experience was centered around building and maintaining a relationship. Great hospitality, as Guidara describes, is almost invisible until it is needed, and it starts with establishing that relationship. Once established, empathy and anticipation become crucial in understanding the guest’s experience from their perspective.

In achieving Unreasonable Hospitality, building the right team culture through relationships was essential. Guidara shares stories of challenging conversations with staff, illustrating how leadership must sometimes admit mistakes and foster a culture of ownership and responsibility. I firmly believe that when you prioritize relationships, building a strong culture, and understanding your identity (both individually and as a team), achieving objectives and meeting deadlines becomes a shared responsibility. Leading in this relational way yields results without relying on fear or control.

Unreasonable Hospitality is Resilient

Given the word “Unreasonable,” it might be easy to assume that failure would be final. However, what fascinated me about Guidara’s stories was his refusal to shy away from his mistakes. Even when he believed he was doing the right thing, only to discover otherwise, he never hesitated to reassess the situation and course-correct. There were many points in his life and career where he could have given up, but his resilience kept him moving forward. He knew the kind of experience he wanted to create in a restaurant, partnered with others to achieve it, and overcame numerous challenges along the way. For Guidara, failure was never final; it was a tool for motivation and evaluation, but it never left him standing still.

Resilience in the context of Unreasonable Hospitality doesn’t mean being harsh or inflexible. It means maintaining trust, fostering commonality, and creating a sense of togetherness that allows people to follow willingly. This resilience is evident in the stories Guidara shares about not laying off staff during economic downturns, handling challenging interpersonal relationships, and navigating difficult management situations. Resilience, as he demonstrates, is a cornerstone of success.

Unreasonable Hospitality is a Mindset

At its core, this book is about adopting a mindset. When you lead relationally and embrace resilience, you develop habits that become second nature and weave into the fabric of your group’s identity. Unreasonable Hospitality is not just a strategy; it’s a way of thinking and being that permeates every aspect of leadership and service. Guidara’s book is a compelling reminder that true excellence in hospitality—or in any field—requires a commitment to relationships, resilience, and a mindset that goes beyond the ordinary to create something truly extraordinary.