What makes a great leader, and what separates a strong team from an unsuccessful one? In this episode of Get the Manager, hosts Al DeBerry and Raluca Leibowitz welcome Steven Foster, CMP, managing partner of Foster Fathom, to discuss leadership development, workplace culture, customer service, and the lessons that build successful careers.

With decades of experience in hospitality, event management, consulting, and team development, Steven shares valuable insights on building a positive workplace culture, mentoring the next generation, and creating meaningful customer experiences.

In this episode, you'll discover:

• Why punctuality, preparation, and integrity matter in the workplace
• How leaders can build stronger teams through mentorship and collaboration
• Why staying calm under pressure is essential for great customer service
• The importance of accountability and taking responsibility at work
• What separates exceptional employees from those who struggle
• Why skills and knowledge matter more than simply knowing the right people
• How serving others can create a lasting impact on your career and community

Steven also shares a powerful story of customer service and compassion following September 11, 2001, demonstrating how going above and beyond can build relationships that last for decades.

About Steven Foster and Foster Fathom

Foster Fathom specializes in leadership development, team culture, consulting, and purpose-driven team experiences that connect organizations with nonprofit causes. Its mission is to help people grow, strengthen teams, and lead with passion, power, and purpose.

Learn more at https://foster-fathom.com/

Sponsored by: Lorenzo Hotel Dallas, Tapestry Collection by Hilton, and Grit Productions & Expositions.

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What really makes someone the right hire? In this episode of Get the Manager, Al DeBerry and Raluca Leibowitz dive into the hiring process and the qualities that can make or break a great employee.

With decades of HR experience, Raluca shares her perspective on what to look for beyond a resume—from personality, work ethic, integrity, and communication to cultural fit and a candidate’s genuine interest in the organization. They discuss the importance of being on time, making a strong first impression, preparing for an interview, and simply being yourself.

The conversation also explores internal promotions, salary versus hourly roles, employee trust, workplace culture, referrals, interview processes, and the growing role of AI in hiring and resumes.

Plus, the episode wraps with a Spotlight Karen of the Week and a conversation about handling difficult moments professionally—even when you've just lost your job.

In this episode:

What HR professionals really look for when hiring

Why personality and culture can matter more than experience

The importance of integrity and work ethic

Interview etiquette and common hiring mistakes

How to make a strong first impression

Internal promotions and the Peter Principle

Building trust between employees and HR

Why referrals can be valuable in hiring

AI, resumes, and the future of hiring

Why sometimes not getting the job is actually a good thing

What does it take to create an exceptional customer experience, build a strong team, and make every event memorable?

On this episode of Get the Manager, Al DeBerry and Raluca Leibowitz welcome Monica Leibowitz, a sales and events expert with more than 20 years of experience in hospitality and event planning.

Monica shares how growing up around hospitality shaped her career, from managing a bed and breakfast to working in catering, events, and large-scale experiences. She discusses her servant leadership approach, the importance of hiring the right people, building a strong workplace culture, and why communication and empathy are essential when working with both employees and customers.

The conversation also covers networking and professional associations, learning from mistakes, handling customer complaints, creating memorable experiences, and the importance of staying calm when things go wrong behind the scenes.

Plus, the team takes on another “Spotlight Karen” moment, breaking down a viral customer-service encounter and discussing how employees and managers can navigate difficult situations with professionalism and empathy.

Tune in for practical lessons on leadership, hospitality, customer service, event planning, and creating experiences people remember.

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