Beyond Good Service: Lessons in culture, care, and consistency
Will Guidara’s hospitality playbook
At the end of May I listened to a podcast featuring Will Guidara, former co-owner of Eleven Madison Park, a NYC restaurant once named the best in the world. But what stood out wasn’t the food. It was his philosophy: that hospitality isn’t a department or job title—it’s a choice. A mindset. A culture.
Guidara argues that most businesses pour all their energy into their product, while forgetting that people remember how you make them feel far more than what you served. And one of the most powerful things he said was this: “The best way to love on someone is to love on the people they love.”
That line stuck with me. Because in tourism, it’s often the small gestures, not the fancy meals or expensive rooms, that leave the biggest impression. A kind word to someone’s child. A small surprise for a guest’s partner. These moments feel personal. And they’re the ones people talk about long after the trip is over.
Guidara calls this kind of approach unreasonable hospitality—going above and beyond in ways that are thoughtful, creative, and intentional. And it wasn’t just talk. His team built systems to make moments like that happen every night.
One example: a staff member overheard a family from Spain say it was their kids’ first time seeing snow. By the time dinner was over, an SUV was waiting out front with sleds in the back and hot chocolate in the front, ready for a surprise sledding trip to Central Park. That family probably doesn’t remember what they ate. But they’ll never forget how the surprise made them feel.
Five shifts that elevate your service
Repetition builds culture
Culture isn’t what you say once—it’s what you repeat every day. At Eleven Madison Park, daily huddles weren’t for schedules. They were used to reinforce the same values: excellence, kindness, generosity. Over time, that repetition shaped how the team showed up. If you want your team to live your values, say them often and model them daily.
Train like you mean it
Football teams train all week for one game. Most businesses do the opposite: one week of training at the start, then expect excellence forever. Guidara treated training as a habit, not a checkbox. His team did refreshers, roleplaying, and check-ins to stay sharp. If you want consistent service, you need consistent training.
Sweat the small stuff
Small details send a signal. If you want to raise your reputation, raise your standards in the little things. Like Guidara says: “The way you do one thing is the way you do everything.” Whether it’s folding towels, polishing glasses, or replying to a message—it all reflects your standard. Guests notice more than we think.
Let your team shape the “how”
Good leaders don’t just say what to do. They set the goal, explain why it matters, and trust their team to figure out how to get there. Guidara gave his staff freedom to bring their own ideas—as long as the core values stayed intact. When people help shape the process, they feel more ownership, and that leads to better results.
Surprise creates stories
Some of the most powerful guest moments cost little or nothing. A handwritten note. A birthday cupcake. A quiet upgrade. At Eleven Madison Park, staff were trained to listen for clues—something a guest missed, loved, or cared about—and use that to craft a small surprise. As Guidara said: “The best marketing is giving people stories they want to tell.” Great service meets expectations. Great stories come from going a little further.
Looking Ahead
Belize already has the warmth, the culture, and the beauty. But to grow in quality, not just numbers, we need to be more intentional about how we serve. That means stronger culture, better training, higher standards, more trust—and a mindset of care.
You don’t need a big team or budget. Just clarity on what matters, and the discipline to repeat it.
🎙️ Belize Tourism Futures is back for 2025 with new video podcasts. Season 2 is presented by BELTRAIDE and it’s all about real conversations with the people doing the hard, creative work of building a better Belize tourism industry. If you haven’t yet, check it out on YouTube, Apple, or Spotify.