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The most crucial insight in the EPUB is that hospitality cannot be delegated to a manager. Guidara gave his servers a budget—a literal envelope of cash—with no questions asked. If a server saw a way to delight a guest (buying that guest’s baby a stroller, for example), they could spend the money immediately. That trust radiated through the team. Unreasonable Hospitality by Will Guidara EPUB
This gesture cost the restaurant very little money but bought them a lifetime of loyalty. It was unreasonable to serve a street-cart hot dog in a four-star restaurant, but it was perfectly hospitable because it listened to the guests' desires. Guidara gave his servers a budget—a literal envelope