Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect

In his first solo book, Guidara (Eleven Madison Park: The Cookbook) focuses on the evolution of his fine dining hospitality philosophy. It starts with lessons he learned as a student at Cornell and moves through his career as general manager of Eleven Madison Park, voted World’s Best Restaurant in 2017. This is a fast-paced, memoir/managerial treatise, with chapters headed by pithy phrases encapsulating nuggets of managerial wisdom. At the heart is the idea of unreasonable hospitality, an over-the-top customer service solution to the problem of how to become the best, most memorable restaurant. This involves providing personalized experiences, while ensuring that employees are well cared for and empowered. Guidara focuses on dining room dynamics, building a team capable of innovation and excellence, and directing resources. Given broader discussions about harassment and toxic climates often found in the restaurant industry, it is somewhat surprising to see these issues only hinted at in a few brisk anecdotes. The author stays firmly in the realm of the positive, even when describing the various setbacks and personnel issues that arose as he and his restaurant made their way to the top.