Being in NYC reminds me why hospitality is the best and most venerable industry in the world. Here at Eleven Madison Park, Will Guidara and Daniel Humm's philosophy that hospitality goes far beyond perfect service was born.
Gastronomy is the place of the unexpected, the unforeseen and the unreasonable in so many ways. The probability of failing is so much higher than winning. Nothing is more difficult than being sexy and successful. There is no recipe for success, but the most absurd ideas often find their fans. It is not the perfect service that is remembered, but the one that touches the heart and soul.
Unreasonableness is probably what defines us humans. In the dimmed light, the world becomes blurred and the reality of the moment remains. A drink is consumed more than necessary and you stay at the bar longer than you wanted to. When the service provides closeness, belonging and appreciation as an individual in that moment, then the euphoria of unreasonableness arises that makes gastronomy so special.
Service is 𝘣𝘭𝘢𝘤𝘬&𝘸𝘩𝘪𝘵𝘦 as opposed to hospitality, that is 𝘤𝘰𝘭𝘰𝘳, as Will Guidara so aptly describes in his book "Unreasonable Hospitality".
The Human Touch is what we need in our digital world with all its nuances. The human touch is irreplaceable and is the secret sauce of our industry.
That's why gastronomy is the new Premium. Period!