1. General Impressions

Gather initial thoughts and broad opinions about the book.

• Eleven Madison Park’s transformation from struggling restaurant to world’s best hinged on exceptional service. Which innovations in hospitality described in the book struck you as most revolutionary, and why?
• Guidara presents hospitality as more than service—it’s an art form capable of creating profound emotional connections. Did this perspective alter your view of the hospitality industry? How?
• The book balances practical business advice with personal storytelling. Which approach did you find more compelling in conveying Guidara’s philosophy of unreasonable hospitality? Have you encountered a similar approach in other memoirs and/or business texts?

2. Personal Reflection and Connection

Encourage readers to connect the book’s themes and characters with their personal experiences.

• Consider a time when someone went above and beyond to help you. How did this experience compare to Guidara’s concept of “unreasonable hospitality”?
• Guidara emphasizes the importance of learning both “corporate-smart” and “restaurant-smart” approaches. In your career, have you encountered this balance between structure and creativity? How did you navigate it?
• The book describes several “legends”—moments when staff created extraordinary experiences for guests. What’s the most memorable customer service experience you’ve had, either as a provider or recipient?
• Guidara discusses the challenge of maintaining excellence while fostering a sustainable work culture.