Unreasonable Hospitality
With Simon Sinek, Will Guidara
What does it take to turn a good business into an unforgettable one? According to Will Guidara, New York Times bestselling author of Unreasonable Hospitality, it starts with a single moment of connection. Any interaction—in any company, by any team member—is an opportunity to create an unforgettable experience. Over time, those moments add up: to customers who love you, teams who take care of each other, and businesses that make money while making a difference. Follow Will as he guides you through a behind-the-scenes look at how he made Eleven Madison Park into the World’s Best Restaurant by creating remarkable experiences for the people who work there and those they serve. The best part? He’ll show you how that same approach can work for you, no matter what industry you’re in. Anyone can be in the business of unreasonable hospitality.
What You'll Learn
By the end of this course, you’ll know how to: - Define what unreasonable hospitality looks like in your world (and why it matters) - Turn everyday interactions into moments people won’t forget - Start building a culture people love being part of - See that a people-first approach and a profitable business aren’t in conflict—they’re the same thing
Explore the Course
1Choose Hospitality ▾
There's an art to creating fiercely loyal customers, clients, and teams. It comes down to one choice: turning perfectly efficient transactions into meaningful human connections.
- What Business Are You In?Video
- Think in ColorResource
- Service or HospitalityReflection
- Will's Choice Video
- An Unreasonable IdeaReflection
- Hospitality is a Hot Dog Video
- You’re in the Diner’s SeatReflection
- The Mindset for HospitalityVideo
- Preparing to Be UnreasonableReflection
- Make a Magic MomentQuiz
- Unit 1 TakeawaysReading
2Invite Your Team to the Table ▾
Is your team ready to deliver unreasonable hospitality? Find out how Will got everyone on his team invested—and start thinking about how you can do the same.
- Get Everyone Pointed in the Same DirectionVideo
- Your PurposeReflection
- Give People OwnershipVideo
- Unlocking OwnershipReflection
- Three Ways to EmpowerResource
- Your Empowerment Style Reflection
- Unit 2 TakeawaysReading
3Be the Leader You Need ▾
Anyone, in any position, can be a leader. The key is to act with intention. Learn what it takes to develop people and shape strong teams—no matter where you sit in the business.
- Invest in Your PeopleVideo
- Hospitality Is a Team SportReflection
- Leading with IntentionReflection
- Listen and LearnVideo
- Playing to Your StrengthsReflection
- Praise and Criticize All the TimeVideo
- Criticize with CareQuiz
- Turn Toward Tension Video
- 3 Ways to Transform TensionResource
- Handling RelationshipsReflection
- Keep Morale HighVideo
- Morale BoostersReflection
- Take Care of YouVideo
- Filling Your PitcherReflection
- Unit 3 TakeawaysReading
4Make the Unreasonable Repeatable ▾
Will has heard all the reasons people think they can't build a culture of unreasonable hospitality. He'll show you why they can—and leave you ready to put it to work in the real world.
- Balance Control and CreativityVideo
- Restaurant Smart vs. Corporate SmartResource
- Finding the BalanceReflection
- Hospitality at ScaleVideo
- Control in Support of CreativityReflection
- Start with Touchpoints Video
- The Hot Dog ChallengeReflection
- A Secret about HospitalityVideo
- Practice HospitalityReflection
- Unit 4 TakeawaysReading
Meet Your Instructors
Simon Sinek
Eternal Optimist
Described as “a visionary thinker with a rare intellect,” Simon has devoted his professional life to help advance a vision of the world that does not yet exist; a world in which the vast majority of people wake up every single morning inspired, feel safe wherever they are, and end the day fulfilled by the work they do.
A trained ethnographer, Simon is fascinated by the people and organizations that make the greatest and longest-lasting impact. Over the years, he has discovered some remarkable patterns about how they think, act, and communicate, and also the environments in which people operate at their natural best.
Simon may be best known for his TED Talk on the concept of WHY, which has been viewed over 60 million times, and his video on millennials in the workplace—which reached 80 million views in its first week and has gone on to be seen hundreds of millions of times.
Will Guidara
Author and Restaurateur
Will Guidara is the author of the National Bestseller Unreasonable Hospitality, which chronicles the lessons in service and leadership he has learned over the course of his career in restaurants.
He is the former co-owner of Eleven Madison Park, which under his leadership received four stars from the New York Times, three Michelin stars, and in 2017 was named #1 on the list of the World’s 50 Best Restaurants. He is the host of the Welcome Conference, an annual hospitality symposium that brings together like minded people to share ideas, inspire one another, and connect to form community.
A graduate of the hospitality school at Cornell University, he has coauthored four cookbooks, was named one of Crain’s New York Business’s 40 Under 40, and is the recipient of WSJ Magazine’s Innovator Award.
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