Why Your Team Culture is Your Guest Experience

In this episode of Foundry Talks, host Rachel Stojanovski sits down with Karina Hardwick, Director of Human Resources at Acme Hospitality, a leading restaurant and hospitality group based in Santa Barbara, California. Together they dive into what really drives retention, culture, and connection across teams in both restaurants and hotels. Drawing on nearly two decades of experience, including 14 years with Four Seasons and a pivot into healthcare during the height of COVID, Karina shares how emotionally intelligent leadership, personal connection, and proactive feedback loops are redefining what it means to lead people-first brands. They explore why internal culture is the foundation of guest experience, what to do about burnout beyond offering perks, and how recognition, cross-training, and humility can transform retention. Whether you're running a restaurant, managing a property, or leading HR for a growing brand, this episode delivers real-world strategies to build teams that care and stay.