In a world where customer service is often reduced to mere transactions, Unreasonable Hospitality by Will Guidara stands as a refreshing reminder of the transformative power of genuine, human connection. As leaders, we constantly seek ways to elevate experiences for our teams, clients, and partners, but how often do we go beyond the expected to create truly memorable moments?

Guidara, former co-owner of the renowned Eleven Madison Park restaurant, details how going above and beyond—offering more than what’s expected—creates an indelible impact. For him, hospitality wasn’t just a job; it was an opportunity to create magic. This concept transcends the restaurant industry and is applicable across any field of leadership. Here are a few key takeaways from the book that resonate with us at Riverbend.

1. Human-Centered Leadership

Guidara’s philosophy of hospitality begins with a deep understanding of people. Whether customers, team members, or stakeholders, the essence of leadership is understanding and anticipating the needs of others. Unreasonable hospitality invites us to go beyond the business or task at hand, focusing on creating connections that foster trust, loyalty, and long-term relationships.

When we focus on people rather than just outcomes, we create environments where individuals feel valued, seen, and heard. This level of empathy transforms organizational culture, driving both performance and engagement.

2. Turning Ordinary Moments into Extraordinary Experiences

One of the most memorable stories in the book involves Guidara discovering that a guest at the restaurant was from Spain and missed authentic churros. Guidara’s team went out of their way to make churros from scratch, despite them not being on the menu. The simple yet profound gesture left a lasting impression on the guest.

This is a powerful reminder: the most significant moments often come from small acts of thoughtfulness. Whether it’s celebrating personal wins, offering tailored feedback, or simply recognizing effort, turning ordinary moments into extraordinary experiences builds a culture where people thrive.

3. Empowering Your Team to Create Magic

Guidara didn’t deliver exceptional hospitality on his own—he empowered his team to embrace the same values. He gave them autonomy to make decisions that enhanced the customer experience, trusting that they shared the same vision.

Leadership is about enabling your team to go beyond their job descriptions, encouraging innovation and initiative. When employees feel empowered to make decisions in the best interest of the organization and its clients, they become invested in the mission, fostering creativity and ownership.

4. Exceeding Expectations: The Ripple Effect

In the book, Guidara emphasizes the ripple effect of exceeding expectations. Exceptional hospitality isn’t a one-time action; it’s a continuous mindset of looking for ways to delight and surprise.

At Riverbend, we believe exceeding expectations leads to more than just client satisfaction—it builds a reputation of trust, reliability, and excellence.

This mindset, when adopted within teams, can foster a culture of continuous improvement. Leaders who model this behavior inspire their teams to always seek ways to go beyond the ordinary, creating a legacy of excellence.

Ultimately, Unreasonable Hospitality is about creating value through human connection, and that’s what great leaders do. The best leaders understand that their success lies not just in hitting targets or increasing profits, but in the relationships, they build, the lives they touch, and the environments they create.

Guidara’s lessons remind us that leadership and hospitality are intertwined. As leaders, when we approach our teams, clients, and work with a mindset of service—putting people first—we not only meet goals but exceed them in ways that have a lasting impact.

Unreasonable Hospitality is a must-read for any leader looking to inspire their teams and transform the way they approach leadership. It’s about creating magic in every interaction, fostering deep connections, and continuously seeking to exceed expectations. Incorporating this mindset into our leadership practices can elevate our impact, reminding us that at the heart of every great leader is a desire to serve, connect, and create extraordinary experiences for others.