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The cover of Unreasonable Hospitality

Unreasonable Hospitality

Will Guidara

How can treating people with extra care and attention, beyond what they expect, build a loyal team and a business people love?

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At a glance

Author
Will Guidara

Why read it

  • You will learn to see service as how you make people feel, not just what you deliver
  • You will find ways to build a team culture through language and daily habits
  • You will learn when to set firm rules and when to leave room for creativity

Who it is for

  • Managers of teams who serve customers
  • Founders building a culture from the first hire
  • Anyone who wants to make others feel they belong

Contents

  1. A LETTER FROM SIMON SINEK
  2. CHAPTER 1
  3. WELCOME TO THE HOSPITALITY ECONOMY
  4. Service Is Black and White; Hospitality Is Color
  5. CHAPTER 2
  6. MAKING MAGIC IN A WORLD THAT COULD USE MORE OF IT
  7. People Will Never Forget How You Made Them Feel
  8. The Power of a Genuine Welcome
  9. The Nobility in Service
  10. CHAPTER 3
  11. THE EXTRAORDINARY POWER OF INTENTION
  12. CHAPTER 4
  13. LESSONS IN ENLIGHTENED HOSPITALITY
  14. Go Above and Beyond
  15. Enthusiasm Is Contagious
  16. Language Creates Culture
  17. “Cult” Is Short for “Culture”
  18. CHAPTER 5
  19. RESTAURANT-SMART VS. CORPORATE-SMART
  20. Control Doesn’t Have to Stifle Creativity
  21. Trust the Process
  22. Sometimes Control Stifles Creativity
  23. Find the Balance Between Control and Creativity
  24. The Rule of 95/5
  25. CHAPTER 6
  26. PURSUING A TRUE PARTNERSHIP
  27. Never Say Never
  28. Make Decisions Together
  29. CHAPTER 7
  30. SETTING EXPECTATIONS
  31. Reconnaissance Matters
  32. Invite Your Team Along
  33. Leaders Listen
  34. Find the Hidden Treasures
  35. Keep Emotions Out of Criticism
  36. Thirty Minutes a Day Can Transform a Culture
  37. Set Them Up to Succeed
  38. CHAPTER 8
  39. BREAKING RULES AND BUILDING A TEAM
  40. Hire the Person, Not the Résumé
  41. Every Hire Sends a Message
  42. Build a Cultural Bonfire
  43. Make It Cool to Care
  44. CHAPTER 9
  45. WORKING WITH PURPOSE, ON PURPOSE
  46. Don’t Try to Be All Things to All People
  47. Articulate Your Intentions
  48. Strategy Is for Everyone
  49. Choose Conflicting Goals
  50. Know Why Your Work Is Important
  51. CHAPTER 10
  52. CREATING A CULTURE OF COLLABORATION
  53. Choose Worthy Rivals
  54. Tap in to Their Passions—Then Give Them the Keys
  55. Find the Win/Win/Win
  56. “It Might Not Work” Is a Terrible Reason Not to Try
  57. The Best Way to Learn Is to Teach
  58. Let Them Lead
  59. Make It Mandatory
  60. Listen to Every Idea

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