Apply Will Guidara's world-class hospitality principles + PDCA closed-loop feedback to AI product design and development.
A universal skill that transforms how AI agents approach design, development, and user interaction — based on Unreasonable Hospitality by Will Guidara + PDCA closed-loop management.
Will Guidara turned Eleven Madison Park from a struggling brasserie into the #1 restaurant in the world. His secret wasn't better food — it was making people feel something extraordinary. But feelings alone don't scale — you need a system to sustain them.
This skill combines emotional hospitality with operational feedback loops into one actionable framework.
Unreasonable Hospitality = Technical Excellence × Emotional Intelligence × Intentional Generosity × Feedback Loop
Miss any one → the magic breaks.
- Service is the Floor, Hospitality is the Ceiling — "Did it work?" vs "How did it feel?"
- The 95/5 Rule — 95% engineering rigor, 5% unreasonable generosity
- One Size Fits One — True personalization, not mail-merge
- Read and React — Anticipate needs before they're expressed
- Earned Informality — Master the rules, then break them with intention
- Details Are the Product — Thousands of micro-details = invisible quality
- Connection Over Transaction — Every interaction builds relationships
New in v1.1 — Sustaining hospitality over time:
- Plan — Define what the user should feel at each touchpoint
- Do — Execute 95% foundation + 5% improvisational hospitality
- Check — Feedback within 48h, bilateral, quantified
- Act — Retrospective → capture knowledge → simplify → restart loop
5 Sustainability Metrics: Task completion rate, feedback timeliness, issue resolution rate, response time, rework rate.
- Service is Black & White; Hospitality is Color
- The 95/5 Rule
- One Size Fits One
- Intention Over Mechanics
- Read and React (Improvisational Hospitality)
- Earned Informality
- Praise is Affirmation; Criticism is Investment
- Ownership at Every Level
- Excellence is Thousands of Details
- The Audacious Goal
- Slow Down to Speed Up
- Human Connection Over Transaction
- The Closed Loop — Hospitality That Sustains Itself (new)
- Accountability Without Bureaucracy (new)
- 🎨 UI/UX Design — Create experiences users remember
- ✍️ Copy/Microcopy — Write messages that feel human
- 🤖 AI Assistants — Build assistants people enjoy talking to
- 🔍 Product Review — Score products on the hospitality spectrum
- 💬 Feedback — Give feedback that feels like a gift
- 🚀 Onboarding — Make first impressions warm
- 🔄 Process Improvement — Sustain quality with PDCA loops
clawhub install unreasonable-hospitalityunreasonable-hospitality/
├── SKILL.md # 7 Laws + PDCA Loop + application guides
└── references/
├── principles.md # 14 principles with examples
└── checklist.md # Design checklist + feedback loop checks
"It was our pursuit of excellence that brought us to the table, but it was our pursuit of Unreasonable Hospitality that took us to the top."
Build things that work perfectly. Then make them feel like magic. Then build a system to keep it that way.
MIT