Welcome to the very first episode of Get the Manager, hosted by Al DeBerry and Raluca Leibowitz!

With decades of combined experience in hospitality, management, customer service, and employee relations, Al and Raluca kick off the podcast by sharing their personal career journeys, the mentors who shaped them, and the lessons they've learned along the way.

In this episode, they explore what really makes a great customer and employee experience—and why exceptional service is about more than simply completing a transaction. They introduce the idea of the “Service Champion,” discuss the importance of leadership, culture, kindness, and accountability, and share their approach to handling difficult customers and supporting employees.

Whether you've worked in hospitality, managed a team, or simply been a customer, Get the Manager is a conversation about the experiences we all share—and how we can make them better.