A Communications Studies major with a growing interest in marketing, content creation, and even law school, Kathryn joined WHLA this summer eager to gain hands-on experience while helping tell the stories of Wisconsin's hospitality industry. While most of our Member Spotlight interviews focus on hotel leaders and industry innovators, we thought it would be fun to turn the microphone around and introduce the person who will be helping share many of those stories in the months ahead.
What followed was a sprawling conversation, covering everything from Wisconsin summers and social media to customer service, career aspirations, and, naturally, ice cream. The following Q&A has been lightly edited for length and clarity. The full interview can be viewed below. First Things First: The Hard-Hitting Questions
WHLA: If you could only eat one thing for the rest of your life, what would it be?
Kathryn: Probably ice cream. WHLA: That's a bold choice. Any specific kind? Kathryn: Oreo. Cookies and cream. Probably from Kopp’s or Culver's. For someone who spends most of the year studying in Kansas, Kathryn quickly pointed out that Wisconsin has a lot more going for it than cheese and cold weather. WHLA: When people at school ask about Wisconsin, what's your sales pitch? Kathryn: I always talk about the summers. The lakes, Eagle River, Door County, Summerfest. People think of Wisconsin and don't realize how much there is to do here. As most hospitality professionals know, she's not wrong. Why Communications?
Kathryn's academic path combines Communications Studies with business, leadership, and law-related coursework. While that may sound like a lot to juggle, she sees a natural connection between all of them.
WHLA: Was there some grand master plan behind that combination? Kathryn: Not really. Communications was my first passion, and later I became really interested in law. The two work together more than people think because they're both about public speaking, collaboration, and learning how to work with people. That focus on people showed up repeatedly throughout the conversation. When asked why communications felt like the right fit, Kathryn pointed to storytelling, writing, and helping people connect with one another. Kathryn: I've always loved working with people. Communications gave me an opportunity to do that while also exploring marketing, content creation, and writing. I've always enjoyed telling stories. Lessons from the Front Lines of Customer Service
Before joining WHLA, Kathryn worked in a variety of customer-facing roles, including Joey Gerard's Supper Club, Sendik's Food Market, and a fitness center childcare program.
While the jobs were different, the lessons were remarkably similar. Kathryn: The biggest thing I learned was how important it is to listen. People want to feel heard. If someone comes to you with a question or concern, that first impression matters. Hospitality professionals understand that reality better than anyone. Whether it's a hotel guest, restaurant patron, shopper, or fitness member, memorable experiences are often created through simple interactions. For Kathryn, some of her most memorable experiences came while working with children at a fitness center daycare. Kathryn: Seeing the same kids every day and building relationships with them was really rewarding. It was fun getting to know them and finding ways to make their day a little better. When asked what advice she'd give someone starting their first customer-facing job, her answer was refreshingly straightforward. Kathryn: Be nice to people. Be patient. Be humble. People can tell when you're happy to be there, and they can tell when you're not. Simple advice, but perhaps some of the best customer service guidance you'll ever hear. 
Social Media Doesn't Need to Be Perfect
One of the reasons Kathryn stood out during the internship process was her perspective on content and social media.
When asked what she'd post if she were handed WHLA's social media accounts tomorrow, she didn't talk about expensive cameras, elaborate campaigns, or viral trends. Instead, she focused on authenticity. Kathryn: I'd probably show more of the everyday life around the office. The people behind the emails, the people behind the posts. I think people like seeing what's actually happening. She also believes short-form video and behind-the-scenes content continue to resonate because they're relatable. Kathryn: People want to see real things. Real people. That philosophy aligns perfectly with hospitality itself. Guests don't remember perfectly polished marketing campaigns nearly as much as they remember genuine experiences. Looking Ahead
Although she's only beginning her journey with WHLA, Kathryn already has a clear idea of what she hopes to gain from the experience.
Kathryn: I'm excited to learn more about advertising, marketing platforms, and how everything works in practice. We talk about these things in class, but it's different when you're actually doing it. Five years from now, she hopes to continue her education, potentially through graduate school or law school, while applying the communication and leadership skills she's building today. As for what success looks like at the end of the summer? Kathryn: Honestly, all of it. The projects, the knowledge, the connections. I want to leave feeling confident that I can do these things on my own. Rapid Fire with Kathryn
Coffee or energy drink?
Energy drink. Morning person or night owl? Night owl. Lake day or Brewers game? Lake day. Phone call or text message? Text message. Instagram or TikTok? TikTok. Favorite Wisconsin summer activity? Being on the boat. Most Used App on your phone right now? Probably TikTok again… Favorite place in Wisconsin? Downtown Milwaukee. Dream vacation? Europe. One word friends would use to describe you? Optimistic. And finally: If you could have coffee with any public figure, living or dead, who would it be? After briefly debating whether her answer was "business enough," Kathryn landed on a choice that many members may appreciate. Kathryn: Taylor Swift. Honestly, the answer is hard to debate.
As Kathryn begins her summer with WHLA, we're excited to have her helping tell the stories of Wisconsin's lodging industry and the people who make it special. Whether she's creating content, emailing with members, attending events, or helping bring new ideas to life, you'll likely be seeing a lot more of her in the months ahead.
If you see Kathryn at a WHLA event this summer, be sure to introduce yourself and give her a warm welcome or email her at [email protected]. And as always, if your property, organization, or team has a story worth sharing, we'd love to hear from you. Member Spotlight interviews are one of our favorite ways to showcase the creativity, innovation, and leadership happening across Wisconsin's hospitality industry. Reach out to me at [email protected] to nominate yourself, a colleague, or a fellow member for a future spotlight.
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