Leadership Lessons from the #1 Restaurant in the World

Will Guidara's insightful book, "Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect" sheds light on the transformative approach Guidara implemented during his tenure as General Manager at the renowned Eleven Madison Park.

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Guidara knew if he wanted his frontline teams to obsess about hospitality and how they made customers feel,?HE?had to obsess about how he made his?employees?feel.

As a result they eventually became the #1 restaurant in the world.?

The essence of Guidara's message revolves around the notion that:

…true hospitality—so personalized and extravagant it borders on 'unreasonable'—not only enhances the guest experience but also brings immense satisfaction to those who deliver it.?

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Making others feel valued and seen is a rewarding endeavor in itself, and it underscores the importance of fostering a work environment where employees feel acknowledged and motivated by the pursuit of excellence.

As you consider your approach to exceptional leadership and service, here are 5 LEADERSHIP LESSONS and 5 LEADERSHIP ACTIONS you can incorporate—ensuring that you not only meet but exceed expectations in all you and your teams do.?

5 LEADERSHIP LESSONS:

1. Attention to Detail Sets the Tone: Guidara's practice of meticulous plate placement was a metaphor for the precision and dedication that he expected in every aspect of service. It's a reminder that excellence in the small things paves the way for excellence in everything.
2. The Importance of Unreasonable Hospitality: Guidara's philosophy teaches us that going above and beyond, providing personalized and extravagant service, not only delights guests but also brings satisfaction to those delivering it. This approach underscores the value of making others feel seen and valued.
3. Recognizing and Utilizing Individual Talents: The transformation of an employee, Eliazar Cervantes, from a seemingly indifferent staff member to a key player in the restaurant's success story highlights the importance of recognizing and nurturing the unique skills and passions of each team member.
4. Continuous Improvement is Key: Inspired by Danny Meyer and similar to the philosophies of coaches Nick Saban and Pete Carroll, Guidara emphasizes the importance of always striving for betterment. Success is not a destination but a journey of constant evolution.
5. Leveraging Collective Intelligence: Guidara's acknowledgment that the combined brainpower of the entire staff surpasses that of any single individual echoes the advantages of collaborative innovation and decision-making. It's a powerful reminder of the strength found in diversity of thought and experience.

5 LEADERSHIP ACTIONS:?

1. Foster a Culture of Precision: Encourage teams to pay attention to the minutiae in their work, using it as a foundation for broader excellence. Implement regular time to review and focus on both the details and the bigger picture.
2. Develop Personalized Service Protocols: Identify opportunities to exceed expectations in your service or product offerings. Consider establishing a role or team dedicated to innovating around customer or client experience.
3. Invest in Talent Development: Regularly assess the strengths and interests of your team members. Create opportunities for them to grow in areas where they show potential, even if it means shifting roles or responsibilities.
4. Institute Continuous Improvement Mechanisms: Adopt a mindset of perpetual growth within your organization. Set up mechanisms for regular feedback and iteration, both from within and from your customers or clients.
5. Harness Collective Knowledge: Create forums for sharing ideas and encourage collaboration across departments. Recognize and reward innovative solutions that emerge from these collaborative efforts.

By embracing these principles and translating them into actionable steps, we can cultivate environments where excellence is the norm, and every team member feels empowered to contribute their best.

Guidara's journey with Eleven Madison Park is a testament to the power of leadership that is committed to vision, continuous improvement, and an unwavering focus on every HUMAN element in business.

I encourage you to take these lessons to heart and explore how you can embody the spirit of unreasonable hospitality within your teams and organizations!??

??‘Ask the Coach’ Corner ??

Question: What are important leadership traits for a leader in 2024?

Alissa’s Answer:

?? As we march into March, a month symbolizing the transition from winter to spring, it's a fitting time to reflect on the themes of resilience and adaptability—qualities that not only define the season but also the essence of impactful leadership.

In the journey of leadership, we must navigate through our professional and personal winters with resilience.

Resilience is not about avoiding challenges; it's about facing them head-on, learning from them, and emerging stronger. It's about bouncing back from setbacks with a renewed sense of purpose and vigor.

However, resilience alone is not enough. As the landscapes around us change, so must we. This is where adaptability comes into play.

Adaptability is the ability to adjust your course of action in the face of new information or changing circumstances. It’s about being open to new ideas, experimenting with new approaches, and being willing to pivot when the situation calls for it.

?? Together, resilience and adaptability form a powerful duo that can lead us through the most turbulent and disruptive times.

This month, let's focus on cultivating these qualities within ourselves.

Reflect on moments of change—both past and present. How did you respond? What did you learn? How can you apply these lessons to become a more resilient and adaptable leader?

Consider the following actions to foster resilience and adaptability:

• Embrace Challenges as Opportunities: Instead of shying away from difficulties, see them as opportunities to grow and learn.
• Stay Open and Curious: Encourage yourself and your team to explore new ideas and approaches, even if they're outside your comfort zone.
• Practice Flexibility: Be ready to adjust your plans based on new insights and feedback.
• Cultivate a Supportive Network: Surround yourself with people who inspire resilience and adaptability, and be that source of support for others.

As John C. Maxwell aptly states: "Change is inevitable. Growth is optional."

This month, let's choose growth.

Let's lean into change with resilience and adaptability—face the uncertainties of tomorrow with confidence and grace—and guide our teams and organizations to new heights in 2024!

Alissa DeWitt, MCC, CPC, CERS,?is the Founder, CEO and?Executive Leadership Coach at Executive Impact, an organization dedicated to developing coach leaders and building leadership dream teams. With 30+ years in business and leadership, expertise in human behavior working with leaders from the front line to the C-Suite, and competencies as a Master Certified Coach, Alissa is the creator of ‘The Coach Approach to Leadership.'