Unreasonable hospitality
Unreasonable Hospitality had been sitting on my Audible wishlist for months, but after hearing Will Guidara interviewed on a recent My First Million episode, I finally decided to give it a listen. I ended up finishing it in less than a day (albeit at my usual 3.5x listening speed) and promptly bought the hardback for reference, which probably speaks volumes itself in the value I took from it.
I first came across the book some time ago through another podcast interview, but for those unfamiliar, Will Guidara co-owned the Make It Nice group, which included several restaurants, most notably Eleven Madison Park. The book focuses primarily on EMP, with a brief opening section covering the experiences that led to Guidara’s partnership with chef Daniel Humm.
The books focus is exactly as the title suggests, going above and beyond conventional hospitality to create unreasonably good and memorable experiences that guests carry with them long after they leave. While it’s rooted in the restaurant world, the principles apply far beyond it. If you’re paying attention, the lessons on attentiveness, service, and leadership are relevant to almost any business or industry.
The book is full of inspiring anecdotes including moments of creativity and generosity that turned ordinary interactions into unforgettable experiences. It also sheds light on what relentless commitment to excellence really looks like and the kind of culture required to sustain it. Alongside the stories, Guidara weaves in practical leadership lessons, especially during times of pressure, showing what it takes to motivate, inspire, and bring out the best in a team.
Whether you read or listen, this is one of those rare books overflowing with ideas you’ll want to revisit. My hardback copy already has a growing number of turned-down corners and highlighted lines, which is the hallmark sign of a book well worth its purchase value!
Who’s it for?
If you work in hospitality, I’d go as far as to say this is essential reading. Beyond that, it’s a must for anyone who values attention to detail, strives for excellence, or works in any customer-facing role. Guidara shows how obsessive care and creativity can be transformed into a superpower, one that leaves lasting impact far beyond the industry he comes from.