Raised in a Disney culture of hospitality, Stephanie learned from her first mentor, her grandfather, whose hotel prospered just a few miles from the future Disney World.

That early inspiration led Stephanie to the front desk of Chicago's Drake Hotel. High-profile service roles with Ritz-Carlton Chicago, Hilton Hotels, Hyatt Corporation all paved the way to service excellence and hospitality mastery.

As a distinguished Les Clefs d’Or concierge and president of the National Concierge Association-Chicago, every day proved to be an ongoing service seminar. Branching out from hotels and fine dining, it made sense to leverage hospitality best practices in the cultural arts. Every patron a guest!

Continuously approached to teach SERVICE over the years, and to SPEAK on her favorite subject, Stephanie founded SERVICE SPEAKS. The first 16-hour service communication course was presented to Chicago Public Schools principals in 1998.

Working in tandem with executives, human resources, and leadership at all levels, ServiceSpeaks elevates organizations with the unwavering desire for extraordinary service.

The ServiceSpeaks Team combined expertise equals 150 years of culture-shifting training, workplace learning, talent management, ROI measurement and evaluation, interpersonal communication, business presentations/meetings facilitation, and concierge program development and management.

ServiceSpeaks Chief Service Office & Founder Stephanie Leese Emrich

Cultural Transformation through Authentic Service

Focus Areas

Establish Service as the ultimate business priorityElectric engagement at every point of the Customer Journey!

Shift existing service levels to Five-Star attention to detail “Moments of Truth” ~ consistent among all employee levels

Active Listening, Voice/Diction, Nonverbal and Professional Posture Grace Under Pressure ~ Service Recovery

Consulting Specialties

Train the TrainerDiversity and Inclusion

Leadership ~ Emotional IntelligenceMeasuring ROI, Satisfaction & Productivity

Leveraging Service as Brand/Image StrategyEmployee Handbook design and revitalization

Front of the House to Back of the House Seamless Communication

Protocol: Awareness and Practice

Multicultural Awareness Training and Communication Skills Concierge Program Development and Management

Front-line Sensibilities + Business Decorum Organization’s Cultural Shared Language and Message Development

Guest Service GOLD™

AHLA-Endorsed Certified Guest Service Professional (CGSP) instructor, teaching impeccable standards & customer interactions:

Authenticity * Intuition * Empathy * Champion * Delight * Delivery * Initiativefor Consistent and Memorable Guest & Visitor Experiences

ServiceSpeaks Clientele

Corporate / Specialty Fields:Retail, legal, real estate, healthcare, grocery, automotive sales & manufacturing, community groups and non-profit teams and boards of directors

Recent Speaking Engagements and Educational/ Instructional design:Toronto, Calgary, Saudi Arabia, Switzerland, San Diego, Richmond, VA and Illinois State Capital Springfield

Of Note:Association for Talent Development - Chicago Board of Directors, Director of Hospitality (formerly Associaiton for Training & Development - ASTD)

Of Note:Chicago Sister Cities International ~ Paris Board of Directors for 19 years: education chair, rowing event chair founder, and communications directorof

Recent Keynote Presentations, Training, Talent Management and Employee Performance programs:

•Choose Chicago, city’s convention & visitors bureau Visitor Information Centers: Cultural Center, Water Tower, retail concierges•American Hotel & Lodging Association ~ Certified Guest Service Professional (CGSP) Endorsed Trainer•IHLA CGSP Endorsed Trainer state wide•IHLA Women in Lodging presenter-in-residence •Diveristy & Inclusion: Association of Junior Leagues International, Continuity of Care, Urban League•U.S. Travel Association’s IPW 2014, premier international journalist and buyer marketplace: Volunteer Trainer at 11 presentation sites for 600+ city volunteers ~ soft skills + multicultural sensitivity•National Concierge Association (NCA)•International Customer Service Association (ICSA) •Illinois Governor’s Conference on Tourism •Lake County Visitors Bureau 30th Annual Meeting•O’Hare International Airport / Domestic and International Greeter Desks•Navy Pier’s Redevelopment / Visitor Experience Staff •Kendall College, Contributing Core Faculty and staff

ServiceSpeaks Clientele

“What you gave to us is worth $1 million professionally and personally.”

“... could take on any industry in relaying the company’s priorities and messages.”

“... passion, combined with extraordinary experience in building customer relationships, makes ServiceSpeaks a singular presence in today’s business world.”

“... brought the necessary finesse and professionalism to gear our employees to greatness.”

“Not the typical textbook training. Made us think ‘what’s next?’”

“ServiceSpeaks changed our internal and external image.”

“Stephanie has 20+ years of hospitality experience, is an extraordinary educator and overall, just a fabulous person! We are excited that Stephanie agreed to facilitate again.”

Testimonial Letters and Reference Contact Information immediately available upon request.

Stephanie (Leese) Emrich, ServiceSpeaks Chief Service Officer and Founder

Stephanie@ServiceSpeaks.net 312.988.7755

In Their Own Words... 2015