(2 minute read)
“Hospitality is a selfish pleasure. It feels great to make other people feel good.”
WILL GUIDARA
The dated definition of Culture reads as; ‘The way we do things around here’.
One of the clear problems with that definition is firstly determining, where is here? Do companies with a policy supporting the hybrid or remote style of work not qualify for the opportunity to establish and reinforce a culture with and for their staff?
When restauranteur Will Guidara set about creating a benchmark for fine dining at Eleven Madison Park, New York, he knew that his staff were the defining factor in the success of the business, and in attracting and retaining the required talent to make the business a flagship for others in the hospitality sector.
In taking their restaurant from number 50 to number 1 in the world (Yes! #1), Guidara focused on addressing the following questions which were integral to establishing the ideal environment and culture for his staff and would prove to be a key point-of-difference to his valued clientele.
- How can we make the people who work for us and the people we serve feel seen and valued?
- How can we give them a sense of belonging?
- How can we make them feel part of something bigger than themselves?
- How can we make them feel welcome?
In addition to addressing these essential questions, Daniel Humm, Guidara’s business partner – and head chef at Eleven Madison Park – has always been a strong believer in the power of language in shaping culture.
Some of Humm’s epic phrases were crafted to simplify the intent of his business beliefs when in the workplace and/or engaging with customers.
- Constant, Gentle Pressure: Like the Japanese principle of Kaizen – always improving.
- Athletic Hospitality: Always looking for a win – offensively or defensively.
- Be the Swan: Let guests only observe your grace, not your struggles.
- Make the Charitable Assumption: Assume the best of people, even when it may appear they are being difficult.
While defining culture may prove difficult, establishing practices and principles for how you engage with your staff and customers can prove to be the greatest cultural advantage you have as a team member, leader, or manager.