Unreasonable Hospitality on Boats
We recently stumbled on a concept of Unreasonable Hospitality! While listening to a podcast “A Bit Of Optimism by Simon Sinek we were hooked. The question was posed how can we bring ultimate service to our guests once aboard our beautiful yachts on San Francisco Bay? How can our crew learn to anticipate our guests needs? What little touches could we offer to set us apart? Before I get too far ahead of myself let me first dive into the concept.
"Unreasonable Hospitality" is a book written by Will Guidara, a renowned restaurateur and co-owner of the acclaimed Eleven Madison Park restaurant in New York City. In this book, Guidara explores the concept of hospitality and how it can transform businesses and relationships. Such a Cool concept! Make a difference where you are, now!
Guidara believes that hospitality is about much more than just providing good service. It is a mindset and a philosophy that can be applied in any industry, from restaurants to retail to healthcare. He argues that true hospitality involves going above and beyond to create meaningful and memorable experiences for customers, guests, and clients.
The book is divided into three parts: "The Heart of Hospitality," "The Practice of Hospitality," and "The Future of Hospitality." In the first part, Guidara discusses the importance of empathy, generosity, and vulnerability in creating a hospitable environment. He emphasizes the need for genuine human connections and encourages readers to focus on building relationships rather than simply completing transactions.
Our yachts are the perfect place for this to occur. We find that teams that sail with us grow closer with the shared experience of raising the sails, enjoying a good meal, and cheers with a drink of choice.
In the second part, Guidara provides practical tips and examples of how to implement hospitality in different settings. He shares stories from his own experiences running Eleven Madison Park, as well as insights from other successful businesses, to illustrate how small gestures and personalized touches can make a big impact.
You will find that the hospitality on Gas Light and Blue Skies is second to none. Our crew LOVE to engage our guests in conversations and share their knowledge of the iconic sights of San Francisco Bay and beyond. It is magical the wildlife, the architecture, the boats themselves… it is truly a magical experience to be onboard. We will bring you a pillow, blanket, warm beverage, or just a smile to enhance the experience. Let us show you just how amazing it can be to be on SF Bay.
In the third part, Guidara looks to the future of hospitality and discusses how technology and changing consumer preferences are shaping the industry. He argues that while technology can enhance the guest experience, it cannot replace the human touch that is essential to true hospitality.
We couldn’t agree more… when modern sailing has morphed into push button sail raising… our tall ship is traditionally rigged schooner that has 2,000 square feet of sail that we invite our guests to help raise… manually… it take teamwork to make this beautiful historic ship sail. While we offer the modern convince of bluetooth stereo, wifi and two modern bathrooms with push button flushing- some modern convinces are needed too.
Overall, "Unreasonable Hospitality" is a thought-provoking and inspiring book that challenges readers to rethink their approach to customer service and relationships. It is a must-read for anyone in the hospitality industry, as well as anyone interested in creating meaningful connections in their personal and professional lives.
Want to know more? Here is an example of a story told in Unreasonable Hospitality
In one chapter of the book, Will Guidara recounts a particularly memorable experience he had as a young server at a fine dining restaurant. He was serving a couple celebrating their wedding anniversary, and he noticed that the husband seemed a bit uncomfortable and distant throughout the meal. Guidara tried to engage him in conversation, but he was met with polite but curt responses.
As the meal progressed, Guidara learned that the husband was a Vietnam veteran who had lost his leg in combat. He had never been to a fancy restaurant before and was feeling out of place and self-conscious. Guidara realized that his job as a server wasn't just to provide good service, but also to make guests feel comfortable and welcomed.
Guidara decided to go above and beyond to make the couple's evening special. He brought out a special dessert and had the kitchen write "Happy Anniversary" on the plate in chocolate sauce. He also wrote a note thanking the husband for his service and bravery, and slipped it into the check presenter.
As the couple was leaving, the husband stopped Guidara and thanked him for making their evening so special. He said that the note had touched him deeply and that he had never felt so appreciated in a restaurant before.
This story illustrates Guidara's philosophy of "unreasonable hospitality" - going above and beyond what is expected to create a meaningful and memorable experience for guests. It also shows how small gestures and personalized touches can make a big impact on guests, and how empathy and understanding can help create a hospitable environment.
Here is an another example but this time it was on our Tall Ship Gas Light.
Recently, we had an opportunity to celebrate a memorial of a great man whose family was beyond sad to say goodbye. They all did speeches, toasts with his favorite drink of Jameson and coke. When the time came to spread his ashes, our crew prepared a Jameson and Coke to pour over his ashes to send him off with his favorite drink. Everyone LOVED this part of the service and upon pouring the drink, we ran 8 bells as a maritime traction of change of watch. There was laughter though tears… I ask could anyone ask for anything more? This is just one small example of how our crew goes above and beyond for our guests. This is our favorite part of the job… making a difference.
Want another example of a story told in "Unreasonable Hospitality", we do too!
In another chapter, Will Guidara shares a story about a guest who had a particularly bad day. The guest had just received some devastating news and was feeling overwhelmed and upset. She came into the restaurant hoping to find a moment of peace and comfort.
Guidara and his team noticed that the guest was visibly upset and decided to do everything they could to make her evening special. They asked her about her favorite foods and drinks and went out of their way to create a customized experience just for her. They even brought her a warm blanket to wrap herself in and made sure she had plenty of time and space to enjoy her meal in peace.
Throughout the evening, Guidara and his team checked in on the guest to make sure she was okay. They offered her words of encouragement and support, and even brought her a special dessert with a note that read, "We hope this brings a little joy to your day."
The guest was moved by the team's kindness and generosity, and left the restaurant feeling much better than when she had arrived.
This story highlights the importance of empathy and compassion in hospitality. Guidara and his team recognized that the guest was going through a tough time and made a concerted effort to provide comfort and support. They went above and beyond what was expected to create a meaningful and memorable experience for the guest, and as a result, they were able to make a positive impact on her day.
Here are some testimonials of actual guests that give you an idea of how we seek out ways to make a great day sailing into the BEST SAIL EVER!
“Fabulous day aboard the Gaslight! We did a business event and took clients with us. The Gaslight crew were top notch before, during and after the event. Super helpful, super professional and lots of fun! They helped us execute the event perfectly and our guests had an amazing time. The boat itself is gorgeous, clean, spacious and bright. Sail was super smooth and loads of fun. Thank you to everyone that helped make our day so great. We'll definitely be using this charter again in the future.”- Elizabeth
“Allie and her crew did a phenomenal job helping us throw my dad a surprise birthday party! She was extremely accommodating the entire way and we pulled off the surprise with great success. The crew made the boat trip super smooth and fun sailing. Everyone had an amazing time and we would 100% recommend! Thank you Allie and team!” Jenny
“I definitely recommend this outing as a great Team Builder Activity!
Our group was 25 but the boat takes up to 49 people.
The Crew were so accommodating! Great welcome, passing out warm clothing, serving drinks. They even have fun sailor hats to wear!
The boat is beautiful and clean.
The food display was amazing!
Our Team really did have a wonderful time and the weather was ideal!
Definitely take a look at this as a great Corporate Outing!” Natalie
Here are some suggested ways you can offer unreasonable hospitality on our sailing charter:
Personalized welcome: Welcome your guests with a personalized message, such as a handwritten note or glass of champagne. This small touch can make guests feel special and appreciated.
Customized itinerary: Work with your guests to create a customized itinerary that suits their interests and preferences. Ask them about their favorite activities and sights, and plan the itinerary accordingly.
Thoughtful amenities: Provide thoughtful amenities on board, such as logo wear, plush mittens, and hosted bar. These little luxuries can make guests feel pampered and well-cared for.
Special touches: Look for opportunities to provide special touches throughout the charter, such as surprise hats or drinks, impromptu thank yous, or unique experiences like a murder mystery game.
Flexibility and adaptability: Be flexible and adaptable to your guests' needs and preferences. If they change their minds about an activity or itinerary, be willing to adjust your plans to accommodate them.
Personal attention: Offer personal attention to your guests throughout the charter. Check in with them regularly to make sure they are comfortable and happy, and provide personalized recommendations and advice.
Overall, offering unreasonable hospitality on a sailing charter involves going above and beyond what is expected to create a personalized and memorable experience for your guests. By focusing on their needs and preferences and providing thoughtful touches and personal attention, you can create a truly unforgettable sailing experience.
Bay Lights Charters is a company that offers private luxury yacht charters in the San Francisco Bay Area. Here are some ways that Bay Lights Charters stands out:
Unique experiences: Bay Lights Charters offers unique and memorable experiences, such as sunset cruises, fireworks viewing, and private wine country tours. They also offer customized itineraries and can accommodate special requests to create a truly personalized experience.
High-quality yachts: Bay Lights Charters has a fleet of luxurious and well-maintained yachts, ranging in size from 42 to 80 feet. Each yacht is equipped with modern amenities and technology, such as sound systems, flat-screen TVs, and WiFi.
Experienced crew: Bay Lights Charters has a team of experienced and professional captains and crew members who are dedicated to providing exceptional service. They are knowledgeable about the Bay Area and can provide recommendations and insights to guests.
Unreasonable hospitality: Bay Lights Charters is committed to providing unreasonable hospitality to its guests. They go above and beyond what is expected to create a personalized and memorable experience, such as offering jackets when it is cold, blankets to snuggle up under, complimentary hot beverage station, customized menus, and surprise amenities too!
Sustainable practices: Bay Lights Charters is committed to sustainability and uses eco-friendly practices on its yachts, such as recycling, eliminating single use plastic, and using biodegradable eco friendly products. They also offer sustainable food and beverage options.
Overall, Bay Lights Charters stands out by offering unique experiences, high-quality yachts, experienced crew, unreasonable hospitality, and sustainable practices. They prioritize guest satisfaction and strive to create a memorable and sustainable experience for every guest.
If you enjoyed "Unreasonable Hospitality" by Will Guidara, here are some other book suggestions on the topic of hospitality and exceptional customer service:
"Setting the Table: The Transforming Power of Hospitality in Business" by Danny Meyer - This book is written by the founder of the Union Square Hospitality Group and provides insights into the hospitality industry and the importance of building strong relationships with customers.
"The Power of Moments: Why Certain Experiences Have Extraordinary Impact" by Chip Heath and Dan Heath - This book explores the science behind memorable experiences and provides strategies for creating moments that will leave a lasting impression on customers.
"Be Our Guest: Perfecting the Art of Customer Service" by The Disney Institute - This book provides insights into the customer service practices of the Disney company, known for its exceptional hospitality and attention to detail.
"The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service" by Jeff Toister - This book provides practical tips and strategies for creating a strong service culture within an organization, with a focus on empowering employees to provide exceptional customer service.
"Delivering Happiness: A Path to Profits, Passion, and Purpose" by Tony Hsieh - This book tells the story of Zappos, an online shoe retailer known for its exceptional customer service, and provides insights into how the company built a strong culture of service and happiness.