Formerly a top executive at one of the fastest growing hospitality companies in the country, Susan Reilly Salgado, Ph.D. is an expert in creating workplaces that maximize human performance by unlocking the key components of high-performing cultures.  A unique blend of academic legitimacy and real-world experience, Susan is on a mission to elevate organizations by elevating the employee experience and with it, achieving optimal performance.



Susan Salgado delivers inspiring, practical, and memorable keynotes around the world, helping leaders to understand the role of culture and leadership in employee engagement and organizational performance.  Her proven methodologies, based on two decades of research and practical application, have been embraced by some of the world’s most successful leaders.



“When we gathered our operations leaders together, we really wanted to engage a speaker who could get our teams thinking differently about achieving our customer engagement goals. Susan was the perfect choice. She has such a compelling vision on how to develop cultures centered around delivering on the customer experience and she offers vivid insights on how each of us can make an impact. Her presentation was the highlight of our meeting.”

Colleen Kareti, Vice President of Operations at Hyatt Hotels Corporation



  • Former Director of Culture & Learning of 3000-person Union Square Hospitality Group, which includes two-dozen fine dining establishments and the famous Shake Shack brand.
  • Founder of Hospitality Quotient, the consulting arm of Union Square Hospitality Group, working across 21 industries to build effective cultures and remarkable customer experiences.
  • Ph.D. in Organizational Behavior from Stern School of Business, New York University
  • Developed proprietary methodology to optimize organizational performance through effective people practices, efficient systems and structure, and leadership-based culture
  • Inspiring and energizing keynote speaker, organizational consultant, and performance coach, named one of the 100 Most Creative People in Business by Fast Company


"We were thrilled to have Susan Salgado speak at our annual leadership conference. Rated one of our top speakers, she delivered a powerfully engaging talk about adopting strategies to put hospitality at the center of the business model. At PURE, we’re maniacally focused on creating the single greatest customer experience and couldn’t agree more that it’s all about how you make your customers feel."

Mark Galante, SVP, Chief Marketing Officer, PURE Insurance