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A hot dog? 🌭 Yes, that’s right—a hot dog! That’s what it took for restaurateur Will Guidara to dazzle some visiting clients who were fine dining at his four-star, award-winning restaurant, Eleven Madison Park, in New York City. According to the hospitality mogul, his success was the result of dedication, hard work, and attentive listening to his customers. He penned the concept of ‘Unreasonable Hospitality’, a philosophy based on transforming ordinary transactions into extraordinary experiences. He highlights 3 key points for achieving success when serving people: 1. Be present. Care about what you are doing. Listen to what people are saying and not saying. 2. Take what you do seriously, without taking yourself too seriously. 3. Give people a sense of genuine belonging: ‘One size fits one’. Don’t treat people like a commodity. According to Will, we live in a service economy. This means that making good products is just not enough. He goes beyond to say that it’s not the cost of the gesture that matters; it’s how it makes people feel. #hospitalityindustry #customerservice #valuecreation #branding #success #restaurants

Creating Memorable Experiences in Hospitality: It's More Than Just Good Food. In the realm of hospitality, crafting unforgettable moments goes beyond culinary excellence. It's about anticipation, surprise, and genuine care for every guest, from the youngest to the oldest. At CravEvolution, we understand that food is just one part of the equation. It's about how we make our guests feel. We believe in the power of anticipation, the essence of omotenashi, and the magic of surprise and delight. Our commitment to a 360-degree approach ensures that every aspect of your guests' experience is meticulously crafted to leave a lasting impression. Let's collaborate to elevate your hospitality game. Reach out to us for a customized approach to your operational needs. Together, let's create moments that linger in the hearts and minds of your guests. #Anticipation #Omotenashi #SurpriseAndDelight #Wow #FoodIsMemories #HospitalityExcellence #CravEvolution

Here's a post a recently share with the internal team at MHG: I just finished reading Unreasonable Hospitality by Will Guidara and wanted to share some insights: For background Will Guidara owned and operated the restaurant Eleven Madison Park (EMP). EMP ranked #1 on the Top 50 restaurants list in 2017, has 3 Michelin stars and 4 stars from the NYT. Needless to say EMP is one of the top restaurants in the world. One section in particular stood out, a section where Will talked about how Hospitality isn’t a transaction. Will looked at every aspect of the guest experience at EMP and noticed that their welcome could use some work, as Will tells it: “Ordinarily, you walk into a restaurant and approach the maître d’ standing behind a podium, bathed in the ugly glare of an iPad screen. You say: “Hey, I have a reservation tonight,” and give your name. They look down, stab around the screen a little bit. Then the maître d’ turns to the host and says, “You can take them to table 23.” Everything about that is transactional—the screen, the fact that you’re being transported around the restaurant like cargo, the table number… …Before long, when guests walked through our doors, instead of having to approach someone who was looking at a screen, they’d be welcomed by name: “Good evening, Ms. Sun—and welcome to Eleven Madison Park.” I never tired of seeing the reaction on people’s faces when they experienced this for the first time …No one was doing this then; very few restaurants do it now.”  Will gives more examples, from serving an NYC street hot dog to a group of tourist at a 4 star restaurant, to feeding parking meters for guests, and other simple but personal touches that create memorable experiences. The overlap between hotels and restaurants is enormous. We both are delivering an experience, the food/the rooms, those are important, but just a part of the overall experience, a part of the memory. What are we doing to create wonderful experiences and memories for our guests? How are we providing exceptional service, that a guest wouldn’t receive at our competitors? If anyone would like a copy of the book, please send me a message and I’ll send you one. I highly recommend the entire book, but Chapters 17 & 18 is a must read for anyone in hospitality. You can watch Will’s Ted Talk where he talks about the NYC hot dog here:
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Explore in our recent newsletter how boutique hotels without F&B outlets can elevate culinary offerings for their guests!💡

IN DEPTH: Elevating the hotel coffee experience with Difference Coffee https://lnkd.in/e4f527VN

Creating a sense of personalized service does not solely rely on using the guest’s name. It can also be done through actions or words that still show guests that you recognize them. If a guest dines with you one morning and orders an oat milk dirty chai, and you do not remember her name the next day, though you remember her beverage order, you could offer that same drink. It signals to the guest that you do know who she is. Photo: Raymond Gairdner, Fairmont Empress #forbestravelguide #hospitality #hospitalityindustry #hotels #hotelsandresorts #serviceexcellence #servicematters #hotelindustry

I know nothing. I went to a hotel spa this week. I'd never been there before. I knew nothing about how it all worked. We were greeted with half a smile and a 'fill out this form'. Next, a quick run through of where everything was. After that, we were on our own. No one told us you could order food and drink. No one told us where to find the things we needed. No one helped us plan our time so we knew what to do when. Having to investigate made the experience less relaxing. The opposite of what it should have been. If the team had treated us like we knew nothing, guiding us through the experience, it would have been 10x better. The problem? They know it so well, they assumed we did too. They were on autopilot. We were taking a route for the first time. The best experiences I've had have been when it's assumed I know nothing. Whether it's a detailed tour of a hotel, a reminder of how ordering works at a restaurant or a strong FAQ section on a website. If you want to provide the best experience, assume people know nothing. Over-serving is always better than underserving. Do you agree? #customerexperience #brandbuilding #customerservice

"Welcome Home, Mr. & Mrs. Wood" Last night as we got back to our hotel, we were warmly greeted by staff who recited so effortlessly, "Welcome Home, Mr. & Mrs. Wood". Of course my mind went directly to how tirelessly their operational team worked to architect the arrival experience and labored over what would be the most impressionable words depicting their service style. Cudo's to how they executed guest notes from the gate to the bell man to make sure we were addressed warmly and properly. But it did have me asking, what are my favorite gestures done at hotels that show care that cost nothing. As promised here are my Top 5. 1. An arrival experience that is warm and addresses me by name. 2. If I ask for directions (where is the bathroom, restaurant, spa) I am walked by a teammate. 3. When I leave to use the bathroom during a meal my napkin is folded. 4. After a hotel sponsored workout someone hands me a cold scented towel. 5. Refreshing ice bucket ice (whether its for wine at dinner, water at breakfast, beverages at a pool) Yours?