Building Genuine Connections with Empathetic Leadership (May 15, 2024)

In this episode, we'll hear from three guests in hospitality about how empathy not only enhances relationships with customers but also fosters a sense of belonging among employees, creating a ripple effect that positively impacts business.

Join the discussion to explore:

• Cultivating Genuine Connections: Discover how empathy serves as the cornerstone of exceptional customer service, leading to deeper connections and trust between customers and staff. Learn practical strategies for fostering authentic relationships with customers, resulting in memorable experiences that leave a lasting impression and foster a sense of belonging.
• Embracing Empathetic Leadership: Explore the importance of empathic leadership in hospitality, including how leaders can model empathy, inspire their teams, and create a culture of care and compassion that resonates throughout the organization.

Panelists:

• Arte Nathan, Previously served as the CHRO for Golden Nugget, Mirage Resorts, and Wynn Resorts
• Lindsey Garito, People & Culture Leader
• Susana Guerra, Regional Human Resources Manager, KSL Resorts

https://www.linkedin.com/in/arte-nathan/
https://www.linkedin.com/in/lindsey-garito/
https://www.linkedin.com/in/susana-guerra-49504343/

Arthur “Arte” Nathan served as Chief Human Resources Officer for Golden Nugget, Mirage Resorts, and Wynn Resorts from 1983 – 2006: he opened and helped operate all of their casinos in Atlantic City, Las Vegas, Mississippi and China. Arte retired from the gaming industry in 2006 and helped develop and open the Resort at Pelican Hill. Throughout his career, Arte oversaw all aspects of HR including talent acquisition, training and development, compensation, workplace safety, labor and employee relations, employee communications, human resource information systems, and employee engagement. He currently serves on the Board of several companies, consults with hospitality and service companies worldwide, and writes a daily motivational blog.

Lindsey Garito is a senior HR/People leader with 20 years of progressive experience in the field of human resources. She earned a Bachelor of Business Administration in HR Management from Pace University and will graduate in May 2024 with her MBA. Lindsey holds SHRM-SCP and SPHR certifications. Lindsey is the proud recipient of the 2023 Susan R. Meisinger Fellowship Award through SHRM Foundation. Throughout her career, Lindsey has worked in various disciplines of HR including talent acquisition, total rewards, performance management, compensation, HR technology, employee relations, and general HR. Her industry experience includes consumer services, healthcare, and hospitality. Lindsey actively serves on the board of Westchester Human Resource Management Association as Emerging Professionals Chair. She also volunteers in SHRM’s national career mentoring program. Lindsey is a thought leader and regularly shares her insights and experiences in various publications and media and is a member of the Forbes Human Resources Council.

Susana is a seasoned Human Resources professional with over 20 years of experience in various HR functions. Her expertise lies in Employee Relations, planning and organizing recruiting and staffing efforts, Benefits and Compensation, Training, and working in both union and non-union environments. She is currently Regional Human Resources Manager at KSL Resorts. Previously, she served as the Corporate Director of Talent and Purpose at Legacy Vacation Resorts. One of Susana's notable accomplishments is her contribution to Legacy Vacation Resorts becoming a B Certified company, demonstrating her commitment to corporate social responsibility and sustainability.