In this first part of a two-part series, Mike and Kristen dive into Unreasonable Hospitality by Will Guidara. While it might not seem like a traditional leadership book at first glance, it's packed with lessons for anyone serving customers or managing teams. Mike brings a unique perspective to this discussion, having spent 17 years in the restaurant industry before transitioning to senior living. He shares personal insights about the intense world of restaurants, where excellence isn't just encouraged—it's demanded every single day. The conversation weaves through Guidara's journey from young food runner to co-owner of one of the world's most celebrated restaurants, revealing how exceptional service can transform not just businesses, but the lives of everyone they touch.
Highlights:
- Service vs. hospitality: service is the technical side while hospitality is about making people feel cared for
- "Enlightened Hospitality" prioritizes employees over guests and investors
- "Grace notes" are small unexpected gestures that elevate the hospitality experience
- Language creates culture through phrases like "constant gentle pressure" and "be the swan"
- The "Rule of 95/5": manage 95% of budget responsibly to allow 5% for "foolish spending" that enhances experiences
- Will's 30-minute daily meetings transformed restaurant culture by creating consistency and celebrating wins
- Leaders should give more praise than criticism and address issues immediately
- Different approaches are needed for employees who are trying versus those who aren't
- Hospitality applies beyond restaurants—three-quarters of GDP comes from service industries
Links & Resources Mentioned:
- Unreasonable Hospitality by Will Guidara
- Kitchen Confidential by Anthony Bourdain
- Jiro Dreams of Sushi (film)
- The One Minute Manager by Ken Blanchard and Spencer Johnson
- The Bear (TV show)
Podcast Website: www.loveandleadershippod.com
Instagram: @loveleaderpod
Follow us on LinkedIn!
Kristen: https://www.linkedin.com/in/kristenbsharkey/
Mike: https://www.linkedin.com/in/michael-s-364970111/
Learn more about Kristen's leadership coaching and facilitation services: http://www.emboldify.com
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