Unreasonable Hospitality: The Field Guide

From the New York Times bestselling author, former co-owner of the #1 restaurant in the world, and co-producer of the Emmy Award-winning series The Bear comes the much-awaited interactive guide to putting the principles of Unreasonable Hospitality into action in your organization. Will Guidara’s book Unreasonable Hospitality issued a compelling invitation: “No matter what business you’re in, you can make the choice to be in the hospitality industry.” His lessons about service and leadership celebrated the one principle that never goes out of season: the human desire to be taken care of. If Unreasonable Hospitality is the why, then The Field Guide is the how—a step-by-step roadmap to applying those lessons, including: Building and leading your team with consistency, integrity—and yes, hospitality, Developing a culture of hospitality with five essential components—excellence, communication, collaboration, feedback, and repair—and the systems that will keep those values front and center, and Creating bespoke gestures with the power to transform ordinary transactions into extraordinary experiences—as well as how to create a ready-made toolkit of easily implemented ones that feel bespoke. Featuring deeply personal stories, his own as well as those of readers he’s encountered, the book is packed with practical exercises that are as relevant to the CEO of a Fortune 500 as they are to the ambitious intern at the front desk. Each can be done on your own, with your team, or company-wide at the annual retreat. Beautifully designed and illustrated in full color, this delightful, participatory guide—meant to be marked up and discussed—will have you feeling like a kid about to crack open a new coloring book. You’ll walk away inspired, with a power pack of specific, immediately actionable ideas to help you elevate the magic in what you do—for yourself, the people you work with, and the people you serve.

Item Details:

• 320 Pages

Shipping
We aim to ship all orders within 2-4 business days of purchase, with most orders shipping same day. Orders under $125 ship for a flat rate of $6.99 and all orders over $125 ship free of charge.

Returns

We hope you absolutely love everything you order from Rose & Lee Co., but we know sometimes something just doesn’t work out. We want to make returns as simple as possible!

Online Returns

Shopping online just got a little easier! Eligible online purchases can be returned by mail for a refund to your original payment method or for Rose & Lee Co. store credit.

Online returns must be mailed back within 21 days of delivery.

To be eligible for a return, items must be unworn, unwashed, and in their original condition with tags attached. We kindly ask that returned items be free of makeup, deodorant, perfume, pet hair, or other signs of wear.

How to Make an Online Return

No return authorization is needed! Simply mail your eligible return to:

Rose & Lee Co.
104 W Chatham St
Apex, NC 27502

Please include your name, order number, and preferred refund method (original payment method or store credit) inside your package so we know who it belongs to.

Please note: If no preferred refund method is included, Rose & Lee Co. store credit will automatically be issued.

Customers are responsible for purchasing return postage. We strongly recommend using a trackable shipping method, as Rose & Lee Co. is not responsible for return packages lost in transit.

Once your return is received and approved, your refund or store credit will be issued according to your selected method.

Please allow 5–7 business days for your return to be processed once it arrives. Refunds to your original payment method may take additional time to appear depending on your bank or credit card provider.

Original shipping charges are nonrefundable.

Returning an Online Order In Store

You're always welcome to bring an eligible online purchase into either of our Rose & Lee Co. locations.

Please note that all returns made physically in store are eligible for exchange or store credit only, regardless of whether the original purchase was made online or in store.

If you would like an online purchase refunded to your original payment method, it must be returned to us by mail within the online return window. 

In-Store Purchases

Items purchased at one of our Rose & Lee Co. stores may be returned within 21 days of purchase for exchange or store credit.

We do not offer refunds to the original payment method for purchases made in store.

Items must be unworn, unwashed, in their original condition, and have tags attached.

Final Sale Items

Some things are yours forever!

The following items are final sale and cannot be returned or exchanged:

• Sale merchandise
• Jewelry
• Items purchased at a discount of 25% or more, including combined discounts

Full-price merchandise purchased during a promotion for less than 25% off is still eligible for return, provided it meets the return requirements outlined above.

Items marked Final Sale at the time of purchase are not eligible for return, exchange, or store credit.

Damaged or Incorrect Orders

Oh no! If your order arrives damaged, defective, or you received the wrong item, please email us at hello@roseandleeco.com within 3 days of delivery so we can make it right.

Please include your order number and a photo of the damaged or incorrect item so our team can help as quickly as possible.

A Few More Things

Returned merchandise is inspected before a refund or store credit is issued. We reserve the right to decline a return if an item does not meet the conditions outlined above.

If you have any questions about whether an item is eligible for return, send us a note at hello@roseandleeco.com. We're always happy to help!