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Will Guidara, Creating Customer-centric Cultures


How much autonomy should you give to your employees to truly engage customers?

Customer loyalty is gold, but should team members be encouraged to offer excellent customer service at any cost?

Author of Unreasonable Hospitality, famed restaurateur Will Guidara, so far has 2.2 million views on his TED Talk about offering customers unique experiences.

The longtime operator of the world’s #1 restaurant, Eleven Madison Park in New York, values customer focus so much he famously served up a $2 street hot dog to ensure a happy customer.

Join us for a 90-minute headline virtual interview with Will on breaking down barriers affecting the employee-customer relationship, and elevating customer care to “unreasonable” heights so customers of any organisation (not just the hospitality industry) have a great experience.

As Will says, becoming better hosts makes us better leaders.

“I believe we are on the precipice of becoming a hospitality economy” – Will Guidara

Caring for your “internal customers,” particularly in hybrid and remote settings

Insights on employee autonomy to increase engagement, productivity, and happiness


  • Team leaders and executives leading teams in corporate environments
  • HR professionals with employee engagement or team dynamic challenges
  • Entrepreneurs and business owners keen to cultivate strong team cultures
  • Professionals looking to create inclusive and engaging work environments
  • Customer service and business operations leads seeking new ways to delight customers


Will Guidara is the author of the bestseller ”Unreasonable Hospitality” and co-author of four other books, including “Eleven Madison Park: The Next Chapter”. Will has delivered a popular TED Talk on the same topic, describing how his team created memorable, over-the-top, bespoke hospitality experiences for customers.

After working for the Union Square Hospitality Group, Will Guidara and Daniel Humm purchased Eleven Madison Park in 2011, with Guidara as the General Manager at age 26. Under their leadership, the restaurant received four stars from the New York Times, three Michelin stars, and rose to the top of the World’s 50 Best Restaurants list in 2017. Eleven Madison Park also earned seven prestigious James Beard awards, including Outstanding Service and Outstanding Restaurant in America.

How did Guidara pull off this unprecedented transformation? Radical reinvention, a true partnership between the kitchen and the dining room-and memorable, over-the-top, bespoke hospitality.

Will believes every business can choose to be a hospitality business and urges us all to find the magic in what we do.

He is the host of the Welcome Conference, an annual hospitality symposium that brings together like minded people to share ideas, inspire one another, and connect to form community.

  • Date : 07/30/2024
  • Time : 6:00 pm - 8:00 pm (America/North_Dakota/Center)
  • Venue : The Offsite, 13911 Ridgedale Dr suite 360, Minnetonka, MN 55305, USA

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