Will Guidara, known for his groundbreaking work at Eleven Madison Park (EMP), understands the power of a unified team. He champions a daily ritual called “pre-meal,” a practice that goes beyond logistical updates to foster connection, inspiration, and a shared commitment to exceptional hospitality. This approach, central to the Will Guidara Restaurant philosophy, can revolutionize customer service across industries.
The pre-meal meeting, held in the crucial half-hour before service begins, is often underutilized. Many restaurants waste this valuable time on announcements easily disseminated via email – new menu items, wine selections, or administrative details. However, Guidara recognized its potential as a transformative experience.
When executed effectively, pre-meal transcends a mere gathering; it forges a cohesive unit from a group of individuals. It’s an opportunity to discuss not just the “What” (tasks and procedures) but also the “How” (execution and finesse) and, most importantly, the “Why” (the underlying purpose and values). Guidara firmly believes that implementing a similar daily huddle in every customer service-oriented business could fundamentally change the landscape of hospitality.
Guidara consistently used pre-meal as a platform to share moments of inspiration, inviting his team to contribute as well. For years, he led these meetings daily, often twice, before both lunch and dinner services. This practice is something he deeply misses from his days of owning and operating a restaurant, and he continues to document inspiring moments and stories.
One memorable pre-meal session at Eleven Madison Park involved a discussion about Lambert’s Cafe, “Home of Throwed Rolls.” Guidara recounted his experience at the Alabama location, accessible via recommendations from roadfood.com, a website and guidebook series dedicated to classic American restaurants.
The food at Lambert’s was indeed impressive, but Guidara didn’t share the story for the mac ‘n’ cheese alone. He focused on the unique bread service: servers, dressed in casual attire, playfully toss freshly baked, hot rolls to diners. This unexpected and interactive element created a memorable and joyful experience.
The style of service at Lambert’s was drastically different from the refined elegance of EMP. However, Guidara emphasized the “Why” behind the story. His intention was to encourage his team to embrace unconventional ideas that could enhance the guest experience. Innovation thrives when teams are open to possibilities, even those that seem initially unreasonable.
At Lambert’s, someone dared to suggest tossing rolls to customers. Instead of dismissing the idea, the team embraced it. This single act has become so iconic that it’s part of the restaurant’s name, attracting tourists and solidifying its unique identity.
The Lambert’s Cafe anecdote perfectly illustrates the core of the Will Guidara restaurant philosophy. By sharing stories of creativity and unconventional thinking, Guidara inspires teams to constantly seek new ways to delight guests. This commitment to exceeding expectations is what sets apart exceptional hospitality experiences.
Guidara’s approach to pre-meal, and his broader philosophy, underscores the importance of fostering a culture of innovation, connection, and shared purpose. By focusing on the “Why” behind the “What,” restaurants and other customer-centric businesses can transform the ordinary into the extraordinary. It all starts with a daily commitment to pre-meal rituals that inspire, motivate, and connect the team. Have a good service!
