A way to systemise improvisational hospitality for recurring moments.
Will Guidara's framework, from Unreasonable Hospitality, pp. 192 to 209.
Spot the recurring moments
Use pattern recognition to find situations that come up often, such as travellers with luggage, hangovers or engagements.
Brainstorm materials
List items that would be useful to have on hand, such as maps, snack boxes or rescue kits.
Organise them where staff can reach them
Keep the materials on site and ready.
Empower the team to use them
Let staff deploy the items without needing approval, and keep checking they do not feel formulaic.
From chapter: Chapter 18: Improvisational Hospitality, pp. 192–209
Guidara overhears a table of Europeans who have eaten everywhere except a New York street hot dog, buys one for two dollars and has it plated, and the guests call it the highlight of their trip. He calls this one-off improvisational hospitality, like an improvised Grateful Dead show, and creates the Dreamweaver role, then a studio team who produce Legends, gifts that give guests a story. He argues giving more is addictive for staff, and treats staff as VIPs when they dine. To scale it he builds a tool kit of Plus One cards, maps, snack boxes and morning rescue kits. He shows how real estate agents and car salespeople can do the same, and defines hospitality as being more thoughtful rather than luxury.
