Inspired by Will Guidara’s Unreasonable Hospitality, this article reimagines how casinos can use technology not just to serve guests — but to astonish them.
Will Guidara transformed Eleven Madison Park into the world’s best restaurant, not just with food, but through an obsessive dedication to hospitality. He empowered his team to create personal, meaningful, and often surprising experiences — moments that guests remembered for years. He called it unreasonable hospitality.
While his world was fine dining, the lessons apply even more powerfully in casino gaming. Here, where entertainment, emotion, and loyalty are everything, there’s a unique opportunity to create unforgettable guest experiences. And with the technology casinos already have — from real-time data to AI — this isn’t just an aspiration. It’s an operational strategy waiting to happen.
READ THE FULL ARTICLE BY BILL THOMAS IN THE FALL 2025 EDITION OF GAMING & LEISURE MAGAZINE.