Guidara: Frontline staff must be involved to solve customer experience problems
Will Guidara · The Hospitality Principles That Build Billion-Dollar Startups · Sep 30, 2025 · at 26:22
Will Guidara, former co-owner of Eleven Madison Park, explains why designing tailored customer service systems requires annual strategic planning involving the entire restaurant staff.
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“You can't do these things effectively unless you do indeed involve the entire team. There's the, I call it famous because I think it's famous, but the quote by David Marquet that in most organizations, the people at the top have all the authority and none of the information. While the people on the frontline have all the information and none of the authority. In order to brainstorm like truly significant things within this space, especially, you need to bridge that gap between authority and information.”
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