(1 minute read)

Whether you consider a dining experience or consultation with an advisor, good service is now the minimum expectation.

In the world of restaurant hospitality, Daniel Humm and Will Guidara are the standouts. They have a strong belief that now serves as a driving principle; ‘Service is Black & White; Hospitality is Colour.

Guidara believes that service suggests that you are doing your job competently and efficiently. While hospitality requires a genuine engagement with the person you are serving and making an authentic connection.

As restaurateurs and owners of world-renowned Eleven Madison Park, they turned a 2-star brasserie into a top-50 restaurant by pursuing excellence, attending to every detail, and getting as close to perfection as possible.

However, to get to number 1 – in 2017, and 11 years after first meeting – Humm and Guidara knew they had to eliminate any black & white and move to ‘technicolour’.

They have created a culture of hospitality, where they have focused on addressing the key questions to achieving success:

  • How do you make the people who work for you and the people you serve feel seen and valued?
  • How do you give them a sense of belonging?
  • How do you make them feel part of something bigger than themselves?
  • How do you make them feel welcome?

Together, Humm and Guidara embrace the principle that there are 2 types of consumers; 1) external (those paying for a service) and 2) internal (colleagues), who are both essential to achieving excellence as an organisation or brand.

“Hospitality is a selfish pleasure. It feels great to make other people feel good.”

Will Guidara
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