In this engaging episode, Dr. Kelly Makino, Vice President of People & Culture at The Wurzak Hotel Group, delves into the nuanced interplay between leadership and organizational culture within the hospitality industry. With a rich background in counseling and a doctorate in leadership development, Dr. Makino emphasizes the critical role of emotional intelligence and relationship management in shaping effective leaders. She discusses practical strategies for fostering a positive workplace culture that aligns with company values and enhances employee satisfaction and retention. The conversation also explores how well-defined leadership behaviors directly influence operational success, providing a roadmap for other leaders aiming to bolster both employee morale and business outcomes.

From Counselor to HR Leader: Kelly shares her journey from being a counselor to becoming the VP of People and Culture at Rack Hotel Group, emphasizing how her background in counseling has been instrumental in her HR career.

‍Leadership and Emotional Intelligence: Kelly dives into the essential qualities of great leaders in hospitality, highlighting the importance of emotional intelligence, relationship management, and genuine connection with both guests and team members.

‍Developing Effective Leadership Programs: Kelly explains the key components of successful leadership development programs, including social learning processes, real-world impact experiences, and the importance of good mentorship.

‍Curating Culture for Organizational Success: We discuss the significance of intentionally curating a company's culture to ensure scalability, effectiveness, and resilience, and how tying culture to performance and advancement is crucial for fostering a strong organizational culture.