Heart Skills – from Hospitality to Humanity | Kathryn Harris | TEDxSwansea

About this video

Hospitality, at its core, is an act of humanity – the moment someone feels seen; the pause, the presence to show care. When your organization’s tagline is Hospitality with Heart & Soul, you must breathe life to these words. The five skills are not about doing more, they are about being more. Kathryn Harris has spent nearly three decades shaping how people learn, lead, and connect across the hospitality industry. Her career has taken her through every corner of the field—from fine dining and fast casual to casinos and national/international organizations—revealing a powerful truth: no matter the setting, the human connection is what drives exceptional experiences. With a Master’s degree in Instructional Design and Technology, Kathryn has led learning and development at every organizational level. She is also the creator of HeartSkills, a framework built by studying what top performers do differently—and translating those behaviors into five essential human skills that elevate culture, service, and leadership. Originally from Arizona,her work sits at the intersection of performance and humanity—proving that while systems matter, it is the heart that ultimately moves people to excellence. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at https://www.ted.com/tedx