The Secret Ingredients of Great Hospitality | Will Guidara | TED
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- čas přidán 30. 10. 2022
- Restaurateur Will Guidara's life changed when he decided to serve a two-dollar hot dog in his fancy four-star restaurant, creating a personalized experience for some out-of-town customers craving authentic New York City street food. The move earned such a positive reaction that Guidara began pursuing this kind of "unreasonable hospitality" full-time, seeking out ways to create extraordinary experiences and give people more than they could ever possibly expect. In this funny and heartwarming talk, he shares three steps to crafting truly memorable moments centered in human connection - no matter what business you're in.
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• The Secret Ingredients...
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I'd be curious to hear from anyone who's implemented these principles in a health care environment.
So THIS is where that pizza scene from The Bear came from! Great story. Just started his book Unreasonable Hospitality, and it's really, really good. Wish more people felt this way about making people feel great!
That show is gonna make him richer! 😂
@@metaforicallythe show made me buy his book and it's a fantastic book so far
i came to the comments section looking for this specific comment. well done dolfan
I work front desk in a hotel, and I never used to be hospitable until I started working with my current co workers. They are like this guy, very hospitable and good energy. It has rubbed off on me, and when I upgrade someone’s room, and send them some chocolate covered strawberries, and a note to their room for what ever occasion they might be celebrating, it really does make you feel good.. there are nasty people in the world too, but you really have to just ignore them and focus on the people you can make happy! Because there are more good people than bad, and making people feel good, feels good..🤗
That’s what she said
Incredible. The influence of the Hot Dog story in the TV series The Bear S2 E7 'Forks' is by far what makes this episode one of my favourites of all time.
just had the same thought ..
This just made me cry. I'm a suckered for excellence and excellent service and I live in a country where mediocrity is king. I honestly am working towards starting my own cafe and pray to God I can make people feel warm ,comfortable and welcome.
You will achieve your goal. Take this as a sign to keep moving towards it. ❤️
almost everyone is ordinary,just be yourself and do what you insist on
your restaurant will never be good enough
I like your comment 🙂 Love that you want to excel beyond your environment. God bless you in your endeavors! Seek Him for guidance & He'll lead you in the way of success! Isaiah 48:17, 3 John 2
How your restaurant is doing now?
"You aren't selling hot dogs, you are selling an experience." -Ben Wilson. Words we live by as hot dog vendors.
Why am I crying after watching this? Such as an incredible speech.
One of the most inspirational presentations I have heard/seen. Great topic, great oratory. We are not serving a meal, we are serving an experience - something to that effect - brilliant, just brilliant. Well done Will. Hope your horizon becomes unlimited for you to master. All the very best.
4:05 In restaurants, the reason for being is to make people feel seen, feel welcome, and to give them a sense of belonging. The food, service and design are simply _ingredients in the recipe of human connection._ That’s hospitality. Not in the business of serving people dinner-in the business of serving people memories.
6:12 Hospitality is about making people feel seen
10:20 It’s not the cost of the gesture that matters; it’s how it makes people feel.
10:34 America has transformed form a manufacturing to a service economy. Service industry is now 75% of the US economy.
12:10 Be present, don’t take yourself too seriously, and remember one size fits one.
As somebody working in hospitality, this was inspiring. I never thought that I could transform a business and sell it…. Based on that skill alone.
Such an inspirational video, I always say, it doesn't matter how fancy the surroundings are, it's always great and welcoming staff that truly make a place special and somewhere you want to return to.
A dear friend and I had the pleasure of dining at Eleven Madison when they were no.1 in the world. It was a personalised and warm, once in a lifetime experience. You could tell the staff loved their jobs. It was def one size fits one service, we loved it! Praise to the dream weavers!
Totally. It's about connection- not showing off.
great message. so rare to find someone with this terrific attitude
Used to do this when I was a bookseller: Before computers (and later with them), I went the extra mile to find out which kind of book they were looking for exactly, or finding them the rare edition they’d been searching for ages.
It was easy and gratifying for me to do, because I shared their passion: If you can make your job one of your passions, and if you can truly listen to people, you will be much happier at (almost) any work you do.
"But by the time I sold it, in the beginning of 2020" wowzers lmao
Worked as a night shift barista at a chain coffee shop
My favorite customers had very specific requests and I enjoyed fulfilling them simply for the joy on their faces when I served them exactly what they asked for
I miss that the most...
So good! As a chef for thirty five years. Beginning my journey at the Ritz Carlton and learning to listening to my guests and serving them what they like👍
Thanks for the reminder of what hospitality is!
What is service in customer service for you like at Ritz Carlton ?
Thank you. This is so intriguing. From now on I will be a person of service in a way that is just way extra. A great feeling is a crazy high no drug can buy. Let us all work towards offering great hospitiality. Thank you once more
Will Guidara laying down some beautiful, inspiring words! Thank you!
The hospitality makes people happy and I love it.
I recently started studying IT Service Management, and there is a huge focus on value and *outcomes* (not outputs) of processes for customers and users. Co-creating value is another huge focus, as well as user and customer experience. Everything you said sounds just like that, but repeated in a culinary sense. It's kind of incredible to see the same things, but in a completely different field, applied in a much different way!
Thank you so much for sharing these lessons .. The chord that resonates more is being present and also ...making an individual fit( knowing how to create timeless memories for each person I serve with the little things they care about).
Absolutely love this concept.
This is what i've been searching for, thank you very much.
This was a wonderfully warm, fourteen-minute experience. I have an embracing sense of what those hotdog recipients must have felt. Thank you!
Just loved the video❤He spoke in such a nice way…
By far the best talk I've ever seen.
This presentation simply changed my life
Illuminating and informative 🙏 Thank-you.
Yes serving people with hospitality is very important
Truly inspiring
Absolutely wonderful! I have been in hotels since 1992 a d without a doubt, we are creating memories. You can have the best brick amd mortar, finest finishings, but with out being present, ears open, you can't hear the hidden gem that can make their day.
This was so inspirational! I'm currently reading the book and I'm so motivated... Thank you Will Guidara!
🙂
Crazy this video does not have 5M+ views. Fantastic speech and very convicting.
Being more human, love it!
Found it really encouraging people to go the extra mile.
An inspiration, thank you!
I have built a really successful business on the basis of people will always remember how you make them feel’ . I really enjoyed this Ted talk 🙌
Love this!
I just discovered you Mr. Will! You are my new HERO! 👏🏻I JUST purchased your book both in audio and written format~ I didn’t want to miss an experience with having just one and not the other. Great work brother!
You should read the news, they sold the restaurant
@@akiraperu1 that is correct. I didn’t get the info. from reading the news though, heard it straight from the horse’s mouth in an interview. 👍🏻
This was amazing!
Loooove this so much!
This was how it was pre-covid, pre-social media days. We cannot rely TOO much social media or technology platforms to reinvent the experience. It comes down to giving the genuine experience using personal touch, making the clientele feel special. We can learn a lot from the boomer days of doing business.
The food the service the design are simply ingredients in the recipe of human connection. That is hospitality
This is the amazing thing today I saw on CZcams.
Great Great Ted talk...absolutely inspiring
👏🏽👏🏽👏🏽👏🏽 so true, I worked as a check out chick for 4 years at coles and loved talking to people about their interests or their day and more times than not they would remember me from the fond conversations we had. Feels good making people feel good 😄
Amazing talk
I just love how he speaks. 😍 Not a boring moment through out the speech. Totally believe in whatever he has to sayyy
Love this guyyy
Idk why but this guy has that "not to brag, but I am great" energy
I think its his tenderness. He is overly sensitive and self aware and it comes out as a smooth soothing confidence.
Everyone in this channel Is special! I love watching their videos and understand their point of view on such simple but important thing in life!
@@mosachobokoane1731 ⁶⁶
I didn’t think so.
You would say that coz you dont know what 11 madison square is... he is way to humble being owner of that place. He is Great even if he does or doesnt Brag abt it.
Great talk Will. I noted all. Be present, be serious on what you do and one size fits one.
12:50 100% FACTS💯💯💯💎💎‼️
This is so cool! I finished this guy’s interview with Simon Sinek and this is just as sweet
Lovely chat! The thinking is beyond extravagant! They must charge a a lot for that dinner! I only see one downside. I have run a store for 20 years and I find it difficult to serve each person this way. I have limited time funds and help. I find if I do extra for people they expect it all the time. People just want more and expect more. I find I can’t do everything they expect from me. I know that hospitality is everything in a business but it’s having the resources to do it. Also, if I was going to a fabulous restaurant and I got fabulous food and fabulous service, that would really be enough for me. If I got a blow up kiddie pool and some odd faux experience I may think it’s intrusive. The hot dog thing was excellent but the other examples i thought were intrusive and perhaps unwanted. You would really have to know each one of these clients very well before you made such a gesture as it could be considered as intrusive. I also think that this type of ‘service’ feeds our increasingly narcissistic society. A society where everyone is over pampered and over served and focused on the self. It’s great that you want to provide this but the burnout rate for this over servicing is going to be high.
Agreed, the service has to be maintainable. But the hot dog example of excellent.
in America guest don’t have the patience for this
Yesss big clap!
I would use another word instead of hospitality economy. We are switching towards the EXPERIENCE economy. If a business fails to provide the best experience for a guest despite making great food and drinks, then the business will fail. Great Ted Talk.
There are supper clubs near where I live that are all about the experience... They make you feel wanted and seen, not just a dollar sign in the cash register
I absolutely second the experience economy tag. I'm so thankful to have come across such a powerful video
experience would be a breeze if the customers weren't rude
In-N-Out Burger is a good example of great customer service!
Great talk. Just read his book and looking forward to hearing him in person at Built How in Palm Springs
outstanding!
A modern spin on that old English Axiom "Manners cost nowt" - it's never been out of fashion for those with empathy... maybe the reason we don't often encounter this excellence is that those that get it right are too quickly promoted away from front line service duties..
Great sharing ❤
thank you sir
Wow, I loved it 🥰
Well done 👏🏻
This guy has a great attitude, take note folks!
Will Guidara is legit my biggest role model
Just had a back to back stay at Palihotel SF and then The Grand Hyatt. Pali rooms are under 200sf, but had two terry robes and a Nespresso machine. The Grand was almost 400sf, no coffee, no robes. Both were equally welcoming front desk. Got me thinking about the little things that make a big differene.
Great stuff.
Wow!🤩
Reading his book, Unreasonable Hospitality, right now. It is REALLY, REALLY, REALLY good!!!
Inspired
Yet people are leaving the hospitality industry word wide in their droves! Why? Is it demanding, rude, drunk, mean guests? Do we need to look at our behavior as patrons?
100% we need to examine our behavior, however, what you described is also a symptom of inadequate, unprofessional and unmotivated leadership.
low wages is #1
Long hours and bad leadership. New cooks are looking at 16hrs days with barely any tip out to establish themselves at any high-end restauarant. Plus you get yelled at consistently by egotistical CDCs. Its slowly changing but not as fast as people want out.
When your the #1 restaurant in New York , your at a higher quality of customers , an upper class of society. They expect more, plus what a #1 restaurant charges , they can cover the cost of limo waiting to take you on a sleigh ride in Central Park.
Zero work life balance in this field is making people quit this industry.
Zig Ziglar - You can have anything you want in this life if you just help enough people get what they want.
❤❤❤❤❤
For you readers try Chip and Dan Health's "Power of Moments". You can Create Defining Moments with Elevation, Pride, Connection and Insight. (Anagram EPIC.) Elevations. To Elevate a moment, do three things: First, Boost Sensory Appeal, Second, Raise the Stakes. Third, Break the Script. Think of all the iconic moments in a Wedding. Defining Moments of Delight, Drama and Surprise. Beauty, Glamour, Wealth, Elegance, Opulence (positive memorable moments found at Parties, Traditional Ceremonies, Award shows, America’s Got Talent and Rock Concerts).
Lifetime bgw on top!!
Long after your guest for the evening are gone. They may forget what you said or what you served them for dinner or what wine you paired. But they will remember how you made them feel . Service is what you do for a guest . Hospitality is how you make them feel. Anyone can learn the skills of service but not everyone has the spirit of hospitality
Wisdom thank u
The Bear did a scene like this in season 2. Pretty cool
Inspiring presentation about remembering to be present and create connection with our customers
Dude I have always tried to find/ create that position in restaurants I've worked at
GOAT
yes, watching the tv series "the bear season 2" brought me here 😅
His book from the show has been amazing
Haha WHAT THE .... his first part was great. The beach thing was just absolutely just bullshit unless they had been asked before hand.
Thank you!! I came here to say the same. What 4 star restaurant has pounds of sand, beach chairs, and a kiddy pool stored in the back ready to go?? None lol Obviously that was a BS example he used.
❤
💯💯💯
Good
is this just the next level of people pleasing?
and will this lead to greater levels of 'empathy fatigue' if we have to care 'a little' more for every single customer and go out of our way to make them 'feel' something?
will the managers and companies also care 'a little more' and work 'a little' bit harder for us as employees?
Woooo I really love this perspective! I own a cafe and I feel this. Thank you!
2022(G) “Respect and dignity.” Furthermore:
In this day and age when customer service has been taken away by most hotels, resorts, restaurants, airlines in pursuit for a better bottom line...Those who do offer great customer service make a tremendous impact on the folks they serve.
Man you’re good 😂😅😅
Now we need a reddit post about some travellers having fine dining who talked about not getting a hotdog and then have it served
smart
☺😊
This is great - no - ESSENTIAL relationship advice, too. 😉
Shouldn’t you treat the people you love this way?
Absolutely!
lifetime bgw represent
8:58
ritz carlton attitude
I'm fascinated by the life-altering power of this content. The book I read with comparable material was a defining life event. "Adapting with Aging" by James Crescent
They played out this scene in the bear but instead of a hotdog they used a pizza