The Secret Ingredients of Great Hospitality | Will Guidara | TED

Restaurateur Will Guidara's life changed when he decided to serve a two-dollar hot dog in his fancy four-star restaurant, creating a personalized experience for some out-of-town customers craving authentic New York City street food. The move earned such a positive reaction that Guidara began pursuing this kind of "unreasonable hospitality" full-time, seeking out ways to create extraordinary experiences and give people more than they could ever possibly expect. In this funny and heartwarming talk, he shares three steps to crafting truly memorable moments centered in human connection – no matter what business you're in.

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[dolfan]

So THIS is where that pizza scene from The Bear came from! Great story. Just started his book Unreasonable Hospitality, and it's really, really good. Wish more people felt this way about making people feel great!

[philipmemm]

I work front desk in a hotel, and I never used to be hospitable until I started working with my current co workers. They are like this guy, very hospitable and good energy. It has rubbed off on me, and when I upgrade someone’s room, and send them some chocolate covered strawberries, and a note to their room for what ever occasion they might be celebrating, it really does make you feel good.. there are nasty people in the world too, but you really have to just ignore them and focus on the people you can make happy! Because there are more good people than bad, and making people feel good, feels good..🤗

[christopherarmstrong]

4:05 In restaurants, the reason for being is to make people feel seen, feel welcome, and to give them a sense of belonging. The food, service and design are simply _ingredients in the recipe of human connection._ That’s hospitality. Not in the business of serving people dinner—in the business of serving people memories.
6:12 Hospitality is about making people feel seen
10:20 It’s not the cost of the gesture that matters; it’s how it makes people feel.
10:34 America has transformed form a manufacturing to a service economy. Service industry is now 75% of the US economy.
12:10 Be present, don’t take yourself too seriously, and remember one size fits one.

[briangreen]

Incredible. The influence of the Hot Dog story in the TV series The Bear S2 E7 'Forks' is by far what makes this episode one of my favourites of all time.

[maddogshotdogsandcatering]

"You aren't selling hot dogs, you are selling an experience." -Ben Wilson. Words we live by as hot dog vendors.

[juuustpeachy]

As somebody working in hospitality, this was inspiring. I never thought that I could transform a business and sell it…. Based on that skill alone.

[mosachobokoane]

This just made me cry. I'm a suckered for excellence and excellent service and I live in a country where mediocrity is king. I honestly am working towards starting my own cafe and pray to God I can make people feel warm, comfortable and welcome.

[harley]

I recently started studying IT Service Management, and there is a huge focus on value and *outcomes* (not outputs) of processes for customers and users. Co-creating value is another huge focus, as well as user and customer experience. Everything you said sounds just like that, but repeated in a culinary sense. It's kind of incredible to see the same things, but in a completely different field, applied in a much different way!

[l.w.i]

Used to do this when I was a bookseller: Before computers (and later with them), I went the extra mile to find out which kind of book they were looking for exactly, or finding them the rare edition they’d been searching for ages.
It was easy and gratifying for me to do, because I shared their passion: If you can make your job one of your passions, and if you can truly listen to people, you will be much happier at (almost) any work you do.

[michelledabraio]

A dear friend and I had the pleasure of dining at Eleven Madison when they were no.1 in the world. It was a personalised and warm, once in a lifetime experience. You could tell the staff loved their jobs. It was def one size fits one service, we loved it! Praise to the dream weavers!

[DavidPhillipsAustin]

This was a wonderfully warm, fourteen-minute experience. I have an embracing sense of what those hotdog recipients must have felt. Thank you!

[shashikanthnarasimhiah]

One of the most inspirational presentations I have heard/seen. Great topic, great oratory. We are not serving a meal, we are serving an experience - something to that effect - brilliant, just brilliant. Well done Will. Hope your horizon becomes unlimited for you to master. All the very best.

[wenyanshao]

The hospitality makes people happy and I love it.

[victor.in.command]

Why am I crying after watching this? Such as an incredible speech.

[allencrowe]

Will Guidara laying down some beautiful, inspiring words! Thank you!

[troublmaka]

Incredibly inspiring! I literally teared up in excitement and felt a flood of creative energy bubbling up after watching.

[Lily-tjzo]

Totally. It's about connection- not showing off.

[CompassTrainingOfficial]

Such an inspirational video, I always say, it doesn't matter how fancy the surroundings are, it's always great and welcoming staff that truly make a place special and somewhere you want to return to.

[lorrax]

Worked as a night shift barista at a chain coffee shop
My favorite customers had very specific requests and I enjoyed fulfilling them simply for the joy on their faces when I served them exactly what they asked for
I miss that the most...

[veraigwe]

Thank you so much for sharing these lessons .. The chord that resonates more is being present and also ...making an individual fit( knowing how to create timeless memories for each person I serve with the little things they care about).