About Stephanie Leese Emrich
Stephanie Leese Emrich
Founder & Chief Executive Officer, ServiceSpeaks Solutions
Professor of Hospitality & Tourism, Roosevelt University | Heller College of Business
Stephanie Leese Emrich launched ServiceSpeaks Solutions in 2010, channeling her expertise into coaching + consulting businesses, individuals and leadership to cultivate world-class service cultures. As Founder and Chief Executive Officer, she empowers organizations to elevate guest and client interactions through personalized, high-impact strategies and programs.
A celebrated thought leader in service excellence and leadership development, Stephanie also shapes future professionals as Professor of Hospitality & Tourism at Roosevelt University’s Heller College of Business. Her dynamic approach blends real-world insights with academic rigor, creating transformative learning experiences.
Her passion for hospitality began at her grandfather’s hotel just outside Disney World—an early spark launching her journey to the legendary Drake Hotel in Chicago. This started her foundational understanding of the art of exceptional guest service. She later earned the prestigious Les Clefs d’Or Concierge designation, plus led the National Concierge Association – Chicago, expanding her influence as an industry leader.
Stephanie champions her signature mantra, “Be My Guest,” as both philosophy and practice—driving exceptional service across industries, from welcome desks to the executive boardroom. Her reputation as a service visionary stems from her ability to translate hospitality principles into actionable leadership tools.
As an accredited Certified Guest Service Professional (CGSP®) program instructor via the American Hotel & Lodging Association, Stephanie designs and delivers immersive training programs worldwide and in a variety of industries—always charged with energy, humor (!) and purpose.
An advocate for lifelong learning and service leadership, Stephanie founded the National Customer Service Association (NCSA) Chicagoland and served on the board of the Association for Talent Development – Chicago (ATDChi) as Director of Academic Partnerships.
Known to many simply as “Steph,” she captivates audiences as a keynote speaker, educator, and community advocate. She eagerly anticipates the release of her third book, I've Got Your Back: Words of Wisdom for Today’s Women Leaders, Fall 2025.
Tune in here to catch Stephanie being interviewed on the topic of "Hospitality & Customer Experience at the Core".
“With grace, professionalism, deep knowledge and experience across so many disciplines, Stephanie touches everyone she encounters with the true meaning of hospitality.”
— Pamela, Corporate Director of Sales, Global Industry