When a group of tourists dining at Eleven Madison Park expressed their desire for a New York hot dog, co-owner Will Guidara sprang into action. Despite the busy lunch rush, Guidara made a quick dash to a nearby cart in Madison Square Park to fulfill their request. The kitchen then plated the $2 hot dog and included it as part of the three-figure tasting menu, much to the delight of the customers. This act of personalized hospitality served as inspiration for a similar scene in an episode of “The Bear,” a popular FX culinary dramedy.
In “The Bear,” restaurant employees go above and beyond to provide personalized experiences for their customers. They conduct research on their diners and surprise them with custom plates and unique experiences. For example, they may choose to comp a couple’s meal after discovering that they are teachers who have saved up for a fine-dining experience. These customizations make the dining experience memorable and tailored to each individual.
Guidara’s own experience of rushing to get a hot dog for his customers, despite the short distance, made a significant impact. The $2 hot dog, served with EMP’s finest sauerkraut and mustard, became a highlight of the meal. Guidara’s philosophy is to ensure that customers leave without any culinary regrets, and this simple gesture showcased the restaurant’s commitment to personalized service.
Restaurateurs and hospitality professionals have been using social media and online research to enhance the dining experience for years. By scanning guests’ social media profiles and conducting online searches, they can gather information on dietary restrictions, favorite foods, and special occasions. This knowledge allows them to surprise customers with personalized touches, such as preparing a vegan birthday cake or serving a favorite dish that is no longer on the menu.
Customizat ion and personalization are key in the hospitality industry, and restaurants like Dowling’s at the Carlyle and Rosewood Mayakoba go to great lengths to make their guests’ experiences unique. Dowling’s prepares dishes specifically for regular customers, even if they are no longer officially available, while Rosewood Mayakoba sources photos from guests’ social media feeds to celebrate special milestones.
Fresco By Scotto in Midtown uses the information gathered from previous visits to offer customers their favorite off-menu items upon their return. Similarly, the Gansevoort Meatpacking Hotel sources hard-to-find spirits for VIP guests, making them feel special and valued.
Guidara emphasizes that it’s the little things that can make a big difference in the dining experience. Whether it’s customizing a granola party favor to include bacon or arranging for a family to experience snow for the first time, these thoughtful gestures create lasting memories for guests.
In the world of hospitality, personalization is key. Restaurateurs and hospitality professionals strive to go above and beyond to make their guests feel seen and valued. By utilizing social media and conducting online research, they can gather information that allows them to surprise and delight customers with tailored experiences. These efforts not only improve the dining experience but also leave a lasting impression on customers, creating stories and memories that they will cherish forever.
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