VP & Publisher, Hospitality Technology. Co-Founder, Restaurant Technology Network
Total fangirl moment as the #MURTEC stage lit up with service inspiration, courtesy of the one-and-only Will Guidara, restaurateur and best-selling author of "Unreasonable Hospitality." Guidara led Eleven Madison Park's ascension to the number one restaurant in the world, and at MURTEC just spoke about what "Unreasonable Hospitality" means. So many powerful comments - here are a few of my favorites: * The people at the top have all the authority. The people on the front lines have all the information. We have to bridge the gap. * The time spent waiting for your burger to be cooked is still a touchpoint in the experience - think about the peanuts provided by Five Guys Enterprises. * We all need to stop taking ourselves so seriously. The moment your brand tells you you aren't aloud to do something that will make a guest happy, it's a moment to reassess. * Employ a tactic of pattern recognition of reoccurring moments: where scalability meets serendipity. * If you want to actually be the best, excellence in your product is simply table stakes. We became number one because of unreasonable hospitality - because of our pursuit of how we could make people feel. #serviceexcellence #hospitality #restaurantinnovation
