The world of corporate leadership can sometimes feel distant and impersonal, filled with metrics, strategies, and results. Yet the human element remains the heart of impactful leadership. In my new favorite book, Unreasonable Hospitality, by Will Guidara, we get a front-row seat to how radical kindness and genuine care transform not only guest experiences but also company cultures.

While Guidara’s wisdom centers on hospitality and the fine dining industry, his principles apply directly to corporate America, offering people leaders a new approach to building trust, loyalty, and motivation within their teams.

The Essence of Unreasonable Hospitality

Guidara’s Unreasonable Hospitality highlights the extraordinary efforts he went to as a restaurateur to make his guests feel seen, valued, and delighted - I got to hear him share some of these amazing stories last month in Nashville . This approach went far beyond standard service; it was about creating memorable, joyful experiences.

In corporate America, leaders often underestimate the impact of going above and beyond for their teams. People may not need a five-star experience, but they do need to feel valued, heard, and cared for.

Unreasonable hospitality for leaders means making each person feel they truly matter, not as cogs in a machine but as individuals with unique strengths, challenges, and dreams.

Leadership Lessons from Unreasonable Hospitality

Here are some key takeaways and practical tips from Will Guidara’s Unreasonable Hospitality that can be applied to leadership and team management:

1. Create Memorable Experiences

Takeaway: Guidara emphasizes that people remember experiences that make them feel uniquely valued and seen. He went out of his way to create personalized experiences for guests that left a lasting impression.
Tip: Find ways to personalize interactions with your team or clients. Small, thoughtful gestures, like remembering personal milestones or celebrating small wins, can make a significant difference.

2. Be Generous with Your Attention

Takeaway: True hospitality requires undivided attention. Guidara often focused intently on the needs of his guests, making them feel like the most important person in the room.
Tip: Practice deep listening. In conversations with your team or clients, put distractions away and focus fully on what they’re saying. A simple but rare way to show respect and build trust.

3. Empower Your Team to Go the Extra Mile

Takeaway: Guidara didn’t just practice hospitality himself; he empowered his staff to make exceptional gestures without needing approval for every action.
Tip: Give your team the autonomy to make decisions and take actions that can improve customer or team member experiences. When people feel trusted, they’re more likely to give their best and step up for others.

4. Turn Moments of Stress into Moments of Connection

Takeaway: High-pressure situations are inevitable, but Guidara showed how stressful moments can become opportunities to build rapport and create memorable experiences.
Tip: In high-stress scenarios, take a beat to connect with people. Even a bit of humor, a calm comment, or acknowledging the stress can change the atmosphere and strengthen bonds.

5. Invest in Team Culture as Much as Customer Experience

Takeaway: Guidara was intentional about creating a strong team culture, knowing that a team that feels valued will deliver exceptional service.
Tip: Prioritize team well-being and encourage camaraderie. Celebrations, small rituals, or simply showing genuine care can help foster a supportive environment where people are motivated to go above and beyond.

6. Seek to Exceed Expectations Consistently

Takeaway: The goal of unreasonable hospitality is to go beyond what’s expected, often surprising people with thoughtful gestures that show you truly care.
Tip: Find opportunities to add a special touch. It might be something as simple as sending a thank-you note or remembering small details about a team member’s interests (HINT: start with the names of their kids and pets!).

7. Focus on Creating Joy

Takeaway: Hospitality isn’t just about service; it’s about creating moments of joy. Guidara made it a point to make experiences joyful, fun, and meaningful.
Tip: Inject moments of fun and joy into your team culture. Acknowledge achievements with a light-hearted celebration, or create opportunities to laugh and connect outside of work pressures.

8. Cultivate a Sense of Pride in Your Work

Takeaway: Guidara taught his team to take pride in their work, making the effort feel less like a job and more like a calling.
Tip: Recognize hard work, talk about the meaning behind what your team does, and encourage them to take pride in their contributions. When people see the impact they’re making, their commitment and engagement deepen.

9. Lead by Example

Takeaway: Guidara didn’t just talk about hospitality—he modeled it daily, showing his team what exceptional care looked like.
Tip: Set the standard by consistently showing up with the same level of care and attention you expect from your team. Leadership is contagious, and people will often mirror the energy you bring.

10. Cultivate Curiosity and Empathy

Takeaway: Guidara constantly asked, “What would make this experience unforgettable?” This curiosity helped him see situations from the guest’s perspective, fostering empathy.
Tip: Encourage curiosity about the people you lead or serve. Empathy doesn’t just help you relate—it lets you identify what truly matters to others, helping you craft more meaningful interactions.

Unreasonable Hospitality is ultimately about showing up in ways that make people feel deeply valued, creating experiences and a culture that make people want to stick around and give their best. Leaders who adopt this mindset bring heart to their teams, creating a ripple effect that enhances engagement, performance, and loyalty.

My suggestion - identify one of the takeaways above to focus on with your individual interactions at work between now and the end of the year. Secondly, discuss them with your team (print and share this article) and have the team identify one takeway to collectively focus on. You might just be surprised at what happens.