Serving Up Unreasonable Hospitality- New Orleans Experts Weigh In

What defines “New Orleans Hospitality?”

Les Dames d’Escoffier’s New Orleans chapter hosted a discussion entitled “Serving Up Unreasonable Hospitality” at Cochon Restaurant October 26, 2026. Featured speakers included: Brandon Groh, G.M. of Emeril’s (Michelin 2-Star); Ti Martin, Co-Proprietor, Commander’s Palace; Dr. Afua “Effie” Richardson, Co-Owner, Dakar NOLA (Michelin 1-Star) and Tim Pacillas, General Manager, Pêche.

Panelists discussed what defines “New Orleans” hospitality and their interpretation of “Unreasonable Hospitality: The Remarkable Power of Giving People More than They Expect” based on the best-selling book by Will Guidara, former executive chef, Eleven Madson Park.

What Defines Hospitality?

The root word of “hospitality” is the Latin hospes (meaning “host,” “guest,” or “stranger”).  Hospitality by definition means “the quality or disposition of receiving and treating guests and strangers in a warm, friendly, generous way.” (Collins Dictionary)

Hospitality Marketing Consultant Camille Collins served as moderator. She asked the panelists to define “hospitality” in one word.

Ti Martin, Commander’s Palace, said “Joy.” It is that joyful welcome when customers enter the restaurant and are greeted by name and creating an inviting atmosphere.

Effie Richardson of Dakar Nola, which just received a Michelin star, said the restaurant embraces the Senagalese spirit of “Teranga”, a word in the culture’s Wolof language, which means welcoming guests as family, whether it is to your home, hotel or restaurant. The example she gave is offering guests your bedroom when they come to your house rather than a guest room and fresh sheets and towels.

Brandson Groh, General Manager at Emeril’s said hospitality is about going the extra mile for guests.

Tim Pacillas, General Manager at Peche underscored the importance of engaging with customers and anticipating their needs and interests.

 What Is Unreasonable Hospitality?

In Will Guidara’s bestselling book, Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect, the definition of hospitality extends beyond the standard concept of service to caring for both customers and staff. This includes delivering creativity and warmth and adding elements of surprise to elevate the guest experience.

Ti Martin described it as delivering the “Wow Factor.” This can be anything that will enhance the customer experience in an unexpected way that makes their meal even more memorable. It is also about reading the customer to anticipate their expectations and deliver that “wow” experience.

Reservations at top-rated destination restaurants can be hard to confirm. Customers may be from out of town, and it is their first experience in the city and at the restaurant. Or they may be local and planning a special night out. Panelists discussed how to “read” a customer and ask enough questions without appearing to be prying. Examples: “Is this your first visit to this restaurant?”  “Are you local or visiting?” Are celebrating a special event or occasion?

Distinguishing “New Orleans hospitality

Hospitality is part of the culture of New Orleans and the south overall. Many restaurants are multi-generational. Traditions are passed down. It starts with one of our favorite phrases in New Orleans, “Welcome Home.” Because when you come to New Orleans, it is customary for locals to welcome you and make you feel at home. Louisiana even has its own word for giving a little extra care: Lagniappe.

Hospitality extends beyond the food and beverage industry.  It is about welcoming people to your store, club, salon and delivering a great experience. In food service, people may or may not remember every dish they eat, but they will remember how they were treated.

A special thank you to event sponsors: Cochon and the Link Restaurant Group. Veuve Clicquot Champagne, Four Seasons Hotel New Orleans and Messina’s Catering.

 

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