Amazing hospitality
 |
Description
Book Introduction
*** The Secret of the $2 Hot Dog That's Worth More Than Caviar
*** The enormous power brought about by a small difference
*** The only book that discusses management and life through the theme of 'hospitality'
The recently popular cooking survival program “Black and White Chef” features 100 chefs.
The public was moved and enthralled by the sight of famous chefs who already had a great reputation in the culinary world, as well as those who, although less famous, ran restaurants recognized locally or had proven their skills in other ways, putting all their efforts into becoming the best cooks.
The meticulous attention to detail, from ingredients, cooking methods, flavors, colors, and plating to the overall harmony, made it feel like watching a work of art.
A fierce competition ensued, and the outcome was decided by a single point.
As is the case in any field, it is not easy to become a leader and maintain that reputation through your own skills, especially in the food service industry.
At the age of 26, Will Guidara took over the management of a struggling New York restaurant.
Eleven years later, he transformed it into one of the world's best restaurants.
How did he achieve such amazing feats? It was all thanks to a $2 hot dog.
To be precise, it can be said that it became number one in the world thanks to a successful strategy that originated from hot dogs.
This was possible because of the ‘unprecedented hospitality’ that was created through consideration that exceeded expectations.
This principle has transformed not only the people who visit the place, but also the people who work with it.
On the surface, this book may seem like a success story about an entrepreneur, but in fact, it contains a much more important message.
It's the way you treat people.
We're talking about listening to other people's stories, being curious, being genuine, and finding joy in doing so.
Therefore, this book presents a practical and original guide that can be applied to work and life not only by those working in the hospitality industry, but also by any organization or individual.
Because it is a method of understanding and applying the unchanging desires of people, it can be said to be a practical method that can be applied to anyone, anywhere, regardless of the needs or trends of the times that change from moment to moment.
This book is the only one that properly analyzes the unfamiliar yet important topic of 'hospitality' from the perspective of management and conduct.
In an era where even the smallest loss is unacceptable and only efficiency and rationality are valued, this will serve as a forward-looking guide to achieving optimal results with even the smallest changes, without significant costs.
*** The enormous power brought about by a small difference
*** The only book that discusses management and life through the theme of 'hospitality'
The recently popular cooking survival program “Black and White Chef” features 100 chefs.
The public was moved and enthralled by the sight of famous chefs who already had a great reputation in the culinary world, as well as those who, although less famous, ran restaurants recognized locally or had proven their skills in other ways, putting all their efforts into becoming the best cooks.
The meticulous attention to detail, from ingredients, cooking methods, flavors, colors, and plating to the overall harmony, made it feel like watching a work of art.
A fierce competition ensued, and the outcome was decided by a single point.
As is the case in any field, it is not easy to become a leader and maintain that reputation through your own skills, especially in the food service industry.
At the age of 26, Will Guidara took over the management of a struggling New York restaurant.
Eleven years later, he transformed it into one of the world's best restaurants.
How did he achieve such amazing feats? It was all thanks to a $2 hot dog.
To be precise, it can be said that it became number one in the world thanks to a successful strategy that originated from hot dogs.
This was possible because of the ‘unprecedented hospitality’ that was created through consideration that exceeded expectations.
This principle has transformed not only the people who visit the place, but also the people who work with it.
On the surface, this book may seem like a success story about an entrepreneur, but in fact, it contains a much more important message.
It's the way you treat people.
We're talking about listening to other people's stories, being curious, being genuine, and finding joy in doing so.
Therefore, this book presents a practical and original guide that can be applied to work and life not only by those working in the hospitality industry, but also by any organization or individual.
Because it is a method of understanding and applying the unchanging desires of people, it can be said to be a practical method that can be applied to anyone, anywhere, regardless of the needs or trends of the times that change from moment to moment.
This book is the only one that properly analyzes the unfamiliar yet important topic of 'hospitality' from the perspective of management and conduct.
In an era where even the smallest loss is unacceptable and only efficiency and rationality are valued, this will serve as a forward-looking guide to achieving optimal results with even the smallest changes, without significant costs.
- You can preview some of the book's contents.
Preview
index
Recommendation_Inviting you to a world of amazing hospitality
Prologue: The Power of Hospitality to Lead to Success
CHAPTER 1 A World in Need of Magical Miracles
CHAPTER 2: Discovering Awakened Hospitality
CHAPTER 3: A Wave of Change for Hospitality
CHAPTER 4: Minor Differences That Aren't Minor
CHAPTER 5 Invisible Differences, Visible Changes
CHAPTER 6 Leadership that Unlocks Hidden Potential
CHAPTER 7: The Unexpected Path to Great Hospitality
CHAPTER 8 A Special Moment Created as One
CHAPTER 9: The Harmony of Perfection and Hospitality
CHAPTER 10: Absolute Principles for Transforming Fear into Growth
CHAPTER 11 The Power of Detail to Create Perfection
CHAPTER 12 Attitudes toward Success and Setbacks
CHAPTER 13 Moments Beyond the Boundaries of Everyday Life
CHAPTER 14: THE GOLDEN RULES FOR SUSTAINABLE SUCCESS
CHAPTER 15 Attitude Changes Everything
CHAPTER 16: Beyond Excellence, New Challenges
CHAPTER 17 How to Transcend the Ordinary
CHAPTER 18: The Little Things That Make Legends
CHAPTER 19 The space we dream of
CHAPTER 20 Beyond Special Times
Epilogue_A Reason to Start Again
Prologue: The Power of Hospitality to Lead to Success
CHAPTER 1 A World in Need of Magical Miracles
CHAPTER 2: Discovering Awakened Hospitality
CHAPTER 3: A Wave of Change for Hospitality
CHAPTER 4: Minor Differences That Aren't Minor
CHAPTER 5 Invisible Differences, Visible Changes
CHAPTER 6 Leadership that Unlocks Hidden Potential
CHAPTER 7: The Unexpected Path to Great Hospitality
CHAPTER 8 A Special Moment Created as One
CHAPTER 9: The Harmony of Perfection and Hospitality
CHAPTER 10: Absolute Principles for Transforming Fear into Growth
CHAPTER 11 The Power of Detail to Create Perfection
CHAPTER 12 Attitudes toward Success and Setbacks
CHAPTER 13 Moments Beyond the Boundaries of Everyday Life
CHAPTER 14: THE GOLDEN RULES FOR SUSTAINABLE SUCCESS
CHAPTER 15 Attitude Changes Everything
CHAPTER 16: Beyond Excellence, New Challenges
CHAPTER 17 How to Transcend the Ordinary
CHAPTER 18: The Little Things That Make Legends
CHAPTER 19 The space we dream of
CHAPTER 20 Beyond Special Times
Epilogue_A Reason to Start Again
Into the book
Certainly our restaurant was excellent and loved by many, but it was not groundbreaking.
When I was young, there was this phrase written on the questionnaire my father gave me.
“If you knew you could never fail, what great thing would you attempt?” I recalled this question as Daniel and I wrote on a cocktail napkin, “We will be number one in the world.”
--- pp.12-13
Anyone, not just those working in the hospitality industry, can practice hospitality management anytime, anywhere, as long as they put their mind to it.
You have the privilege of being able to celebrate the happiest moments in someone's life, and you have the ability to provide a moment of comfort and solace in their saddest moments.
The important thing is that in a world that desperately needs magical miracles, we have both the opportunity and the responsibility to create them.
--- pp.27-28
At the heart of that company's culture was a philosophy that Danny Meyer called "conscious hospitality."
This philosophy was to put the people who worked there first, above all else, including customers and investors.
This was a reversal of the traditional class order, but that didn't mean the guests were left behind.
Quite the contrary, Danny looked further ahead.
I believed that if I hired great people, treated them well, and invested deeply in their personal and professional growth, they would treat my customers with the same respect I received from them, and that belief proved true.
--- pp.34-35
I often think of this incident when mediating disputes between employees.
“We put our employees first” means that we put ‘all’ our employees first.
Many people misunderstand the first principle of Danny Meyer's "Woke Hospitality."
‘Consideration for one another’ doesn’t mean that only managers should look after their subordinates, but that all members should look after one another.
--- pp.64-65
I actively managed 95 percent of my budget, leveraging MoMA's brand to get top-quality gelato at a great price, and even got a free cart.
Eventually, we got agreement on the spoon.
And I believed that this one small detail would completely change the experience of eating ice cream from a cart.
This is the 95:5 rule.
Ninety-five percent of business is about saving every penny, and the remaining five percent is about being 'foolish'.
It may sound irresponsible, but it is not at all true.
Because the last 5 percent has a huge impact on the customer experience.
It is no exaggeration to say that this 5 percent is the most 'wise' expenditure.
--- pp.69-70
A leader's role is to discover their team members' hidden strengths, no matter how buried they may be. I often recalled this saying when working with EMP's new team.
I also had a strong desire to weed out all the employees who had a reputation for being incompetent.
Of course, in the end, those who need to be sent out must be sent out.
But before that, we need to make sure that there isn't a hidden gem behind someone's poor performance.
--- p.96
But as time went on, I realized that my lack of experience in a four-star restaurant was not a weakness, but a strength.
My lack of experience has actually allowed me to critically examine every step of the service and focus on the most important thing: the customer experience.
That is, it allowed us to examine which rules bring us closer to or further away from our ultimate goal of forming relationships with people.
--- p.112
As Martin says, conflicting goals create innovation.
We have experienced this firsthand.
When I joined EMP, one group neglected hospitality in favor of precision and perfection, while the other group offered warm hospitality, though less so.
Those who have been with us for a long time have been able to see the advantages of the direction pursued by other groups.
By including both words on the list, we were acknowledging the inherent conflict between hospitality and perfection.
This contradiction had to be explored and embraced, and two opposing concepts had to be fused and implemented simultaneously.
--- p.138
It may sound childish, but I believe that what we do can make the world a better place.
Because if we treat those who come to us kindly, they will be kind to others, and in this way, kindness can continue.
Thinking like this makes me come to my senses even when I'm tired.
…whatever we do, we can make a positive impact on someone’s life.
You need to be able to explain to yourself why your work is important.
Especially as a leader, you should encourage your team members to find meaning in it.
--- pp.139-140
We all want to be liked.
However, giving feedback to someone also carries the risk of losing their goodwill.
So I think pointing out areas for improvement for someone is the best way to show them you genuinely care and considerate.
Putting the needs of others before your own is the essence of hospitality.
Praise is an expression of positivity, but criticism is an investment.
--- p.193
Solving problems by expanding services rather than secretly reducing them.
Not giving less, but giving more.
This is the hospitality solution.
When faced with a serious problem, we often respond with tried-and-true methods: working harder, being more efficient, and cutting costs more meticulously.
Instead of relying on these alternatives, what if we asked ourselves this question: What solutions might emerge from a hospitality perspective? What if we found creative solutions based on generosity and a commitment to exceptional service? Implementing these solutions is easier said than done.
It definitely takes creativity to think about this.
But the results are always successful.
--- p.269
When running on the road to growth, you must not lose sight of the important elements that form the foundation of growth.
When expanding your business, you need to understand, maintain, and plan to protect your current organizational culture.
For us, it was 'amazing hospitality' that exceeded our customers' expectations and provided them with service that went above and beyond their expectations.
Organizational culture is driven by the people who practice and maintain it every day.
If you manage this properly, the other parts will follow naturally.
--- p.306
We have always believed that we should give what we want to receive.
If you only give what you want to give, it is nothing more than showing off.
If you only give others what they want, it is flattery.
When you offer what you truly want to receive, the experience becomes more authentic.
This is why our restaurant has changed endlessly over the years.
Not because of the motto of 'constant reinvention', but because we have changed and what we want has changed.
--- p.329
We set out to achieve both these seemingly contradictory concepts: perfection and hospitality.
It was a seemingly impossible goal.
As the world's best restaurants are already demonstrating in their kitchens, the hospitality experience in the dining hall has also become creative and enjoyable.
We do our best for the people we work with, just as much as we do for the food we serve.
We tried to create an environment where they could feel a sense of belonging as special beings and communicate with others.
Our pursuit of perfection has earned us a spot on the World's 50 Best Restaurants list, and our pursuit of incredible hospitality has made us the best in the world.
When I was young, there was this phrase written on the questionnaire my father gave me.
“If you knew you could never fail, what great thing would you attempt?” I recalled this question as Daniel and I wrote on a cocktail napkin, “We will be number one in the world.”
--- pp.12-13
Anyone, not just those working in the hospitality industry, can practice hospitality management anytime, anywhere, as long as they put their mind to it.
You have the privilege of being able to celebrate the happiest moments in someone's life, and you have the ability to provide a moment of comfort and solace in their saddest moments.
The important thing is that in a world that desperately needs magical miracles, we have both the opportunity and the responsibility to create them.
--- pp.27-28
At the heart of that company's culture was a philosophy that Danny Meyer called "conscious hospitality."
This philosophy was to put the people who worked there first, above all else, including customers and investors.
This was a reversal of the traditional class order, but that didn't mean the guests were left behind.
Quite the contrary, Danny looked further ahead.
I believed that if I hired great people, treated them well, and invested deeply in their personal and professional growth, they would treat my customers with the same respect I received from them, and that belief proved true.
--- pp.34-35
I often think of this incident when mediating disputes between employees.
“We put our employees first” means that we put ‘all’ our employees first.
Many people misunderstand the first principle of Danny Meyer's "Woke Hospitality."
‘Consideration for one another’ doesn’t mean that only managers should look after their subordinates, but that all members should look after one another.
--- pp.64-65
I actively managed 95 percent of my budget, leveraging MoMA's brand to get top-quality gelato at a great price, and even got a free cart.
Eventually, we got agreement on the spoon.
And I believed that this one small detail would completely change the experience of eating ice cream from a cart.
This is the 95:5 rule.
Ninety-five percent of business is about saving every penny, and the remaining five percent is about being 'foolish'.
It may sound irresponsible, but it is not at all true.
Because the last 5 percent has a huge impact on the customer experience.
It is no exaggeration to say that this 5 percent is the most 'wise' expenditure.
--- pp.69-70
A leader's role is to discover their team members' hidden strengths, no matter how buried they may be. I often recalled this saying when working with EMP's new team.
I also had a strong desire to weed out all the employees who had a reputation for being incompetent.
Of course, in the end, those who need to be sent out must be sent out.
But before that, we need to make sure that there isn't a hidden gem behind someone's poor performance.
--- p.96
But as time went on, I realized that my lack of experience in a four-star restaurant was not a weakness, but a strength.
My lack of experience has actually allowed me to critically examine every step of the service and focus on the most important thing: the customer experience.
That is, it allowed us to examine which rules bring us closer to or further away from our ultimate goal of forming relationships with people.
--- p.112
As Martin says, conflicting goals create innovation.
We have experienced this firsthand.
When I joined EMP, one group neglected hospitality in favor of precision and perfection, while the other group offered warm hospitality, though less so.
Those who have been with us for a long time have been able to see the advantages of the direction pursued by other groups.
By including both words on the list, we were acknowledging the inherent conflict between hospitality and perfection.
This contradiction had to be explored and embraced, and two opposing concepts had to be fused and implemented simultaneously.
--- p.138
It may sound childish, but I believe that what we do can make the world a better place.
Because if we treat those who come to us kindly, they will be kind to others, and in this way, kindness can continue.
Thinking like this makes me come to my senses even when I'm tired.
…whatever we do, we can make a positive impact on someone’s life.
You need to be able to explain to yourself why your work is important.
Especially as a leader, you should encourage your team members to find meaning in it.
--- pp.139-140
We all want to be liked.
However, giving feedback to someone also carries the risk of losing their goodwill.
So I think pointing out areas for improvement for someone is the best way to show them you genuinely care and considerate.
Putting the needs of others before your own is the essence of hospitality.
Praise is an expression of positivity, but criticism is an investment.
--- p.193
Solving problems by expanding services rather than secretly reducing them.
Not giving less, but giving more.
This is the hospitality solution.
When faced with a serious problem, we often respond with tried-and-true methods: working harder, being more efficient, and cutting costs more meticulously.
Instead of relying on these alternatives, what if we asked ourselves this question: What solutions might emerge from a hospitality perspective? What if we found creative solutions based on generosity and a commitment to exceptional service? Implementing these solutions is easier said than done.
It definitely takes creativity to think about this.
But the results are always successful.
--- p.269
When running on the road to growth, you must not lose sight of the important elements that form the foundation of growth.
When expanding your business, you need to understand, maintain, and plan to protect your current organizational culture.
For us, it was 'amazing hospitality' that exceeded our customers' expectations and provided them with service that went above and beyond their expectations.
Organizational culture is driven by the people who practice and maintain it every day.
If you manage this properly, the other parts will follow naturally.
--- p.306
We have always believed that we should give what we want to receive.
If you only give what you want to give, it is nothing more than showing off.
If you only give others what they want, it is flattery.
When you offer what you truly want to receive, the experience becomes more authentic.
This is why our restaurant has changed endlessly over the years.
Not because of the motto of 'constant reinvention', but because we have changed and what we want has changed.
--- p.329
We set out to achieve both these seemingly contradictory concepts: perfection and hospitality.
It was a seemingly impossible goal.
As the world's best restaurants are already demonstrating in their kitchens, the hospitality experience in the dining hall has also become creative and enjoyable.
We do our best for the people we work with, just as much as we do for the food we serve.
We tried to create an environment where they could feel a sense of belonging as special beings and communicate with others.
Our pursuit of perfection has earned us a spot on the World's 50 Best Restaurants list, and our pursuit of incredible hospitality has made us the best in the world.
--- pp.334-335
Publisher's Review
In the AI era, an irreplaceable field
A differentiated strategy that revolutionizes the relationship between people and business.
The advancement of AI is bringing about innovative changes in many fields.
Similarly, in the service sector, AI is replacing or supplementing human roles in many areas, improving the quality and efficiency of services.
However, the proliferation of AI will not replace all human roles. Rather, it is likely to create new opportunities and shift the service industry toward emphasizing the unique role of humans. Humans will become increasingly important in areas where AI struggles, such as complex problem solving, creative thinking, ethical judgment, and human emotional connection.
Especially in high-end customer service, the human touch and empathy that AI cannot provide will become increasingly important differentiating factors.
In other words, the warmth and genuine service provided by humans in the hospitality industry is something that AI cannot easily replace.
In this trend, a notable book was published.
This is "Unreasonable Hospitality," written based on the author's real-life case of achieving surprising success through hospitality that exceeded expectations.
This book delves into what hospitality is, how it impacts business and personal success, and how we can apply it to our work and lives.
The author of this book, Will Guidara, took over the management of 'Eleven Madison Park', an ordinary restaurant in New York, at the age of 26 and is the person responsible for leading it to become one of the best restaurants in the world in just 11 years.
He revolutionized the restaurant's customer experience, and under his vision and leadership, Eleven Madison Park achieved an impressive record of earning multiple Michelin three-star awards and ranking high on global restaurant rankings.
At the heart of his success was the concept of 'Unreasonable Hospitality'.
The goal of all service professions is to build relationships with customers.
The book emphasizes the importance of forming genuine relationships with customers and finding systematic and intentional ways to strengthen those relationships.
The author explains that "genuine hospitality," or "hospitality at an unprecedented level," is the way to achieve the best results in business and interpersonal relationships.
“Amazing Hospitality” is more than just a leadership guide.
Through the theme of "hospitality," this book goes beyond the simple concept of customer service and presents a way to build genuine relationships by fundamentally transforming the way we treat people.
Through this, readers will experience a differentiated approach that can bring about powerful and meaningful change not only in organizations but also in their personal lives.
"Amazing Hospitality" is not simply the story of a successful businessman.
Will Guidara's management journey vividly illustrates how he transcended the ordinary and achieved extraordinary success through constant success, failure, challenge, and innovation.
This will allow readers to set new goals and gain inspiration and motivation to achieve their dreams beyond mere information.
『Amazing Hospitality』 is not just a book of theory.
Will Guidara wrote this book based on his real-life experience leading Eleven Madison Park to become one of the world's best restaurants.
His proven management philosophy and service strategies offer practical and unique advice applicable to various businesses and personal lives.
Through this, readers can learn specific methods that can be put into practice in their daily lives.
“People may forget your words and actions,
“You will never forget how you made them feel.”
A Spanish family visiting a restaurant to celebrate their last day in New York was amazed by the sight of snow, so we took them to Central Park to enjoy sledding.
When a visitor who came to eat his last meal in New York expressed regret for not having tried the New York street hot dogs, the restaurant artistically arranged and served hot dogs bought directly from a cart near the restaurant.
For a couple whose vacation flights had been canceled and who were seeking solace in an expensive dinner, we created a separate dining area, complete with beach chairs, sand, a kiddie pool, and refreshing cocktails, to make them feel like they were at a real beach.
Let's say a couple celebrating their wedding anniversary is staying at a nearby hotel, and champagne and a handwritten thank-you note are prepared in the hotel room.
Hospitality, in this way, is not just a simple service, but has the power to bring magical miracles to people. True hospitality begins with small acts, but leaves a big impression on people.
This kind of 'amazing hospitality' that the author emphasizes goes beyond simply providing service to making customers feel special.
His approach focuses on providing services and experiences that exceed customers' expectations.
“Behavioral science expert Rory Sutherland says the opposite of a good idea can be a good idea too.
This is what makes 'Amazing Hospitality' so appealing.
The opposite of 'amazing hospitality' is not 'treating people rudely', but 'ordinary and reasonable hospitality'.
This is a good way to do business, but you can't become the best in the world by just following ordinary and rational methods.
…the details that make us stand out – the refinement, the superior craftsmanship, the perfection – are so important.
But I wanted the details that defined hospitality to be 'unreasonably high, beyond the ordinary.'
--- From text 255-256
If you pay attention to details and strive for perfection, you can reach a great level.
But now, ‘perfection’ alone is not enough to achieve a unique position.
To be the best, you need something special, something unique, something that goes beyond expectations.
The author, who argues that making the ordinary extraordinary is the essence of hospitality, presents various methods to capture customers' hearts and differentiated strategies that prioritize customer experience.
The principles of hospitality have a profound impact on leadership and teamwork.
Improving hospitality requires constant change and innovation, with all members working toward a single goal of consistent hospitality.
Through the author's experience, readers can learn a variety of ways to foster a culture of cooperation, respect, and consideration among team members.
This will help you discover the secrets to driving higher performance within your workplace or organization and building strong teams that work together toward a common goal.
“Luxury means giving more,
Hospitality means being more thoughtful.”
The author explores the impact of hospitality on people and organizations, extending his research beyond restaurant management to encompass a wide range of areas, aiming to bring about positive social change.
His unique approach and leadership have had a profound impact on the service industry, and his ideas transcend genres, providing valuable messages that can be applied across diverse fields and organizations.
"Amazing Hospitality" ultimately suggests a way to fundamentally change the way we treat people.
Beyond simply providing service, you will learn how to offer genuine and warm hospitality to others, demonstrating how this can foster deep and meaningful relationships with family, friends, and colleagues.
Broadly speaking, it helps build trust and bonds, which are increasingly weakening in modern society.
The 'power of hospitality' presented in the book also plays an important role in strengthening a positive mindset.
Readers will learn that small differences can lead to big changes, and develop the ability to find meaning in small, everyday actions.
This will help you increase your satisfaction and sense of accomplishment in your daily life, and further improve your overall happiness in life.
This book presents leadership strategies that transform interpersonal relationships and drive business and personal success through genuine hospitality that can be easily practiced in everyday life. It will be a must-read not only for those in the restaurant and hotel industries, but also for all business leaders, service industry professionals, and anyone seeking better interpersonal relationships in their daily lives.
A differentiated strategy that revolutionizes the relationship between people and business.
The advancement of AI is bringing about innovative changes in many fields.
Similarly, in the service sector, AI is replacing or supplementing human roles in many areas, improving the quality and efficiency of services.
However, the proliferation of AI will not replace all human roles. Rather, it is likely to create new opportunities and shift the service industry toward emphasizing the unique role of humans. Humans will become increasingly important in areas where AI struggles, such as complex problem solving, creative thinking, ethical judgment, and human emotional connection.
Especially in high-end customer service, the human touch and empathy that AI cannot provide will become increasingly important differentiating factors.
In other words, the warmth and genuine service provided by humans in the hospitality industry is something that AI cannot easily replace.
In this trend, a notable book was published.
This is "Unreasonable Hospitality," written based on the author's real-life case of achieving surprising success through hospitality that exceeded expectations.
This book delves into what hospitality is, how it impacts business and personal success, and how we can apply it to our work and lives.
The author of this book, Will Guidara, took over the management of 'Eleven Madison Park', an ordinary restaurant in New York, at the age of 26 and is the person responsible for leading it to become one of the best restaurants in the world in just 11 years.
He revolutionized the restaurant's customer experience, and under his vision and leadership, Eleven Madison Park achieved an impressive record of earning multiple Michelin three-star awards and ranking high on global restaurant rankings.
At the heart of his success was the concept of 'Unreasonable Hospitality'.
The goal of all service professions is to build relationships with customers.
The book emphasizes the importance of forming genuine relationships with customers and finding systematic and intentional ways to strengthen those relationships.
The author explains that "genuine hospitality," or "hospitality at an unprecedented level," is the way to achieve the best results in business and interpersonal relationships.
“Amazing Hospitality” is more than just a leadership guide.
Through the theme of "hospitality," this book goes beyond the simple concept of customer service and presents a way to build genuine relationships by fundamentally transforming the way we treat people.
Through this, readers will experience a differentiated approach that can bring about powerful and meaningful change not only in organizations but also in their personal lives.
"Amazing Hospitality" is not simply the story of a successful businessman.
Will Guidara's management journey vividly illustrates how he transcended the ordinary and achieved extraordinary success through constant success, failure, challenge, and innovation.
This will allow readers to set new goals and gain inspiration and motivation to achieve their dreams beyond mere information.
『Amazing Hospitality』 is not just a book of theory.
Will Guidara wrote this book based on his real-life experience leading Eleven Madison Park to become one of the world's best restaurants.
His proven management philosophy and service strategies offer practical and unique advice applicable to various businesses and personal lives.
Through this, readers can learn specific methods that can be put into practice in their daily lives.
“People may forget your words and actions,
“You will never forget how you made them feel.”
A Spanish family visiting a restaurant to celebrate their last day in New York was amazed by the sight of snow, so we took them to Central Park to enjoy sledding.
When a visitor who came to eat his last meal in New York expressed regret for not having tried the New York street hot dogs, the restaurant artistically arranged and served hot dogs bought directly from a cart near the restaurant.
For a couple whose vacation flights had been canceled and who were seeking solace in an expensive dinner, we created a separate dining area, complete with beach chairs, sand, a kiddie pool, and refreshing cocktails, to make them feel like they were at a real beach.
Let's say a couple celebrating their wedding anniversary is staying at a nearby hotel, and champagne and a handwritten thank-you note are prepared in the hotel room.
Hospitality, in this way, is not just a simple service, but has the power to bring magical miracles to people. True hospitality begins with small acts, but leaves a big impression on people.
This kind of 'amazing hospitality' that the author emphasizes goes beyond simply providing service to making customers feel special.
His approach focuses on providing services and experiences that exceed customers' expectations.
“Behavioral science expert Rory Sutherland says the opposite of a good idea can be a good idea too.
This is what makes 'Amazing Hospitality' so appealing.
The opposite of 'amazing hospitality' is not 'treating people rudely', but 'ordinary and reasonable hospitality'.
This is a good way to do business, but you can't become the best in the world by just following ordinary and rational methods.
…the details that make us stand out – the refinement, the superior craftsmanship, the perfection – are so important.
But I wanted the details that defined hospitality to be 'unreasonably high, beyond the ordinary.'
--- From text 255-256
If you pay attention to details and strive for perfection, you can reach a great level.
But now, ‘perfection’ alone is not enough to achieve a unique position.
To be the best, you need something special, something unique, something that goes beyond expectations.
The author, who argues that making the ordinary extraordinary is the essence of hospitality, presents various methods to capture customers' hearts and differentiated strategies that prioritize customer experience.
The principles of hospitality have a profound impact on leadership and teamwork.
Improving hospitality requires constant change and innovation, with all members working toward a single goal of consistent hospitality.
Through the author's experience, readers can learn a variety of ways to foster a culture of cooperation, respect, and consideration among team members.
This will help you discover the secrets to driving higher performance within your workplace or organization and building strong teams that work together toward a common goal.
“Luxury means giving more,
Hospitality means being more thoughtful.”
The author explores the impact of hospitality on people and organizations, extending his research beyond restaurant management to encompass a wide range of areas, aiming to bring about positive social change.
His unique approach and leadership have had a profound impact on the service industry, and his ideas transcend genres, providing valuable messages that can be applied across diverse fields and organizations.
"Amazing Hospitality" ultimately suggests a way to fundamentally change the way we treat people.
Beyond simply providing service, you will learn how to offer genuine and warm hospitality to others, demonstrating how this can foster deep and meaningful relationships with family, friends, and colleagues.
Broadly speaking, it helps build trust and bonds, which are increasingly weakening in modern society.
The 'power of hospitality' presented in the book also plays an important role in strengthening a positive mindset.
Readers will learn that small differences can lead to big changes, and develop the ability to find meaning in small, everyday actions.
This will help you increase your satisfaction and sense of accomplishment in your daily life, and further improve your overall happiness in life.
This book presents leadership strategies that transform interpersonal relationships and drive business and personal success through genuine hospitality that can be easily practiced in everyday life. It will be a must-read not only for those in the restaurant and hotel industries, but also for all business leaders, service industry professionals, and anyone seeking better interpersonal relationships in their daily lives.
GOODS SPECIFICS
- Date of issue: December 5, 2024
- Page count, weight, size: 340 pages | 622g | 152*225*21mm
- ISBN13: 9791199001701
- ISBN10: 1199001708
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카테고리
korean
korean
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