Joshua Kopel

Natasha McIrvin on mastering surprise and delight

Our guests, even our most loyal guests, can cook at home. They don’t come to us for nourishment, they come to us for entertainment. Food and beverage done well is performance art and few have done it better than Eleven Madison Park. Today we chat with Natasha McIrvin, former head of the dreamweaver program at EMP. Her job was to build a system that ensured surprise and delight were baked into every guest experience. In our conversation she shares the system she built and the tactics she used to transform servers into the weavers of dreams. 

To check out what Natasha is working on now visit


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