April 30, 2026

Review of Unreasonable Hospitality: How Tech Professionals Can Lead with Thoughtful Service

by Thanthip Suratthanyakorn Nat

Review of Unreasonable Hospitality: How Tech Professionals Can Lead with Thoughtful Service

 

From the World’s No.1 Restaurant to Lessons in Working with People

Great work is not defined only by excellent results, but by making people feel that they are being cared for in unexpected ways.

Will Guidara, former co-owner and general manager of Eleven Madison Park in New York, led the restaurant to achieve three Michelin stars in 2012 and eventually become the No.1 restaurant in the world in 2017, according to The World’s 50 Best Restaurants. It later entered the Hall of Fame as “Best of the Best” the following year. Although he sold his shares in 2019 and the restaurant has since evolved, his philosophy continues to resonate.

Will shares his experiences and lessons through the book Unreasonable Hospitality, published in late 2022 and recognized as a New York Times Bestseller during 2023–2024. The book goes beyond traditional service industries, offering a mindset for creating meaningful experiences—ones that leave people impressed, remembered, and genuinely cared for.

 

3 Things Tech Professionals Can Learn from Unreasonable Hospitality

Although rooted in the restaurant business, the ideas in this book apply to any profession that involves working with people. It encourages a shift in focus—from output to experience and human satisfaction. For those in tech, these principles can be adapted to deliver not only great products, but also meaningful experiences for users, clients, and teammates. Here are key takeaways from the book:

1. Shift Your Mindset: From Problem Solver to Experience Owner

The book invites us to ask: How does the person in front of us feel? How much does this problem affect their life or work? When we prioritize “people” over “tasks”, we gain a deeper understanding. This changes how we communicate, how we work, and how we make decisions—putting people at the center.

2. The 95/5 Rule: Master the Basics, Leave Room for Thoughtfulness

Will introduces the 95/5 Rule: 95% is about executing the fundamentals flawlessly (clarity, professionalism, and reliability). The remaining 5% is a small space reserved for thoughtful, unexpected gestures—the kind that make people feel they are more than just another case or team member. It’s like working toward a perfect 95 and earning the extra 5 through genuine care embedded in the work.

3. Working with People Requires Soft Skills as Much as Technical Skills

The book emphasizes that handling mistakes, frustration, or pressure requires skills such as listening, apologizing, and staying present. Active listening and sincerely apologizing for any inconvenience are forms of quiet yet powerful leadership.

 

Excellence Paired with Care

Will believes that:

  • Excellence and hospitality should go hand in hand
  • When giving praise, we should share and highlight what others have done well
  • Feedback should be given with respect
  • Mistakes should be seen as opportunities for learning, not accusations

These are the foundations of a sustainable team

 

Ultimately, the book reinforces that human satisfaction matters. A great experience does not come from product quality alone—but from the care that people put into it as well.

 

Review of Unreasonable Hospitality: How Tech Professionals Can Lead with Thoughtful Service

About Thanthip Suratthanyakorn

Senior Recruiter - Group Recruitment & Organization Development | Aware Group - Passion in supporting people to unlock their career potential, tailored to professional goals and personal needs. | อยากให้ทุกคนได้ทำงานที่ตัวเองรัก ได้พัฒนา มีแนวคิด ได้ใช้ชีวิต และมีความสุขกับวันธรรมดาๆไปด้วยกัน

Uncategorized

Tags: , , , ,