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

In Unreasonable Hospitality, Guidara emphasizes that the smallest elements can significantly impact a restaurant's atmosphere, guest satisfaction, and overall success.

One of the core principles he discusses is the adage “The way you do one thing is the way you do everything” (123). This idea serves as a foundational philosophy for the exceptional service at Eleven Madison Park. Guidara asserts that “we found, over and over, that precision in the smallest of details translated to precision in bigger ones” (124). For example, “By asking the person setting the dining room to place each plate with total concentration and focus, we were asking them to set the tone for how they’d do everything over the course of the service” (124). Even a small detail like the placement of a plate, he says, would affect “how they’d greet our guests, walk through the dining room, communicate with their colleagues, pour the champagne to begin a meal and the cup of coffee to end it” (124). This assertion underscores the belief that excellence in minor tasks reflects the overall commitment to quality and excellence in the restaurant.