How Impresario’s CHRO Is Turning Listening into Leadership.

In today’s fast-changing workplace, leadership is no longer just about giving directions—it’s about listening with purpose. At Impresario Handmade Restaurants, home to beloved brands like Social and Smoke House Deli, the company’s Chief Human Resources Officer (CHRO) is proving that real leadership begins by hearing what employees have to say.

The Power of Listening in Modern HR

At the heart of Impresario’s HR strategy is a simple yet transformative idea: listen first, act second. The CHRO has embedded active listening into every level of the organization—from frontline staff in the kitchens to managers across outlets. By creating channels for open feedback, conducting regular pulse surveys, and hosting face-to-face town halls, the HR team ensures that employees feel heard, valued, and respected.

This isn’t just about gathering feedback; it’s about building trust. When employees believe their voices matter, engagement increases, productivity rises, and retention improves.

Building a People-First Culture

The CHRO has steered Impresario toward a people-first philosophy where every HR initiative is designed to reflect the real needs and aspirations of its workforce. From revising policies based on staff suggestions to introducing wellness and mental health support, the focus is clear: create an environment where employees can thrive, not just survive.

Listening has led to tangible changes—like more flexible work options, improved training programs, and clearer career progression paths. It’s a modern approach to HR that goes beyond box-ticking and instead puts people at the center of business strategy.

Empowering Managers as Listeners

Another key initiative has been training managers to become better listeners themselves. Through coaching and development programs, Impresario is building a leadership pipeline grounded in empathy. Managers are encouraged to understand, not just manage, their teams—creating a ripple effect that strengthens the company culture from the ground up.

Results That Speak for Themselves

This culture of listening is paying off. Employee satisfaction scores have improved, attrition rates have declined, and the brand continues to attract top hospitality talent. The CHRO’s approach is proving that when leadership listens, people respond with loyalty and passion.