In this episode, hosts Michèle Kline and Stephanie Leger discuss keeping our Night Auditors engaged. How many times have you walked into a hotel after hours and there was no one to be seen at the front desk? Back in the day, you would ring a bell and someone half asleep would come and “greet”[...]

In this episode, hosts Michèle Kline and Stephanie Leger address the various areas of opportunity that airlines are leaving on the table when it comes to service failure and guest recovery. Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl... Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts Company Links: Michèle Kline https://www.klinehospitality.com/ Stephanie Leger https://www.firstratehospitality.com/ Learn more about[...]

In this episode, Michele Kline & Stephanie Leger, along with guest speaker Chad Nelson, bring light to the nuances of transitioning from a hotel environment into a country club. This episode is loaded with tips on how to continue to create memorable experiences and stay hospitable when your guests are now members/owners and have a[...]

Remember the riddle “Which Came First The Chicken Or The Egg”?? We are seriously questioning ourselves here with recruitment and ghosting. Talent Acquisition has changed “traumatically” in the last couple of years. However, there are many behaviors that seem to be repeated no matter the magnitude of the labor crisis we face in the hospitality[...]

What happens in the service industry after the holidays is a mystery to many. In this episode, Stephanie & Michèle discuss strategies on how to rebuild once the party is over and the lights go on. Our special guest Brian Hamaoui, CEO & Founder at Allevo Homes shares his perspective from the vacation rental side.[...]

Join Stephanie Leger & Michele Kline, while in Orlando for HITEC along with special guest Ira Vouk, Founder of Hospitality 2.0 Connect with Guest Speaker Ira Vouk https://www.linkedin.com/in/iravouk/ Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts Company Links Michèle Kline https://www.klinehospitality.com/ Stephanie Leger https://www.firstratehospitality.com/

Join Stephanie Leger & Michele Kline, while in Orlando for HITEC along with special guest Parminder Batra, CEO of TraknProtect. Connect with Guest Speaker Parminder Batra https://www.linkedin.com/in/parminderbatra/ Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts Company Links Michèle Kline https://www.klinehospitality.com/ Stephanie Leger https://www.firstratehospitality.com/

Join Stephanie Leger & Michele Kline, while in Orlando for HITEC along with special guest Rich O'Brien from Xpodigital Connect with Guest Speaker Rich O'Brien https://www.linkedin.com/in/rich-o-brien-54817b19/ Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts Company Links: Michèle Kline https://www.klinehospitality.com/ Stephanie Leger https://www.firstratehospitality.com/

Join Stephanie Leger & Michele Kline, while in Orlando for HITEC along with special guest Paul McCarthy, CEO and Founder of Snapfix. Connect with Guest Speaker Paul McCarthy https://www.linkedin.com/in/paulmccarthyireland/ Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts Company Links Michèle Kline https://www.klinehospitality.com/ Stephanie Leger https://www.firstratehospitality.com/

Join Stephanie Leger & Michele Kline, while in Orlando for HITEC along with special guest Bruce Matthews, VP of Business Development for Clean The World. Connect with Guest Speaker Bruce Matthews https://www.linkedin.com/in/brucematthews/ Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts Company Links: Michèle Kline https://www.klinehospitality.com/ Stephanie Leger https://www.firstratehospitality.com/

Join Stephanie Leger & Michele Kline, along with special guest Sarah Taveprungsenukul, as they talk about the upcoming HITEC Event in Orlando and the innovative cashless tipping solution brought to you by youtip . Sarah tells us about their story, how they solve the growing pain of the evolution of this cashless world we are[...]

From soaking clients and diva clients to clients who cannot relax, in this episode, we cover it all. Join Stephanie Leger & Michele Kline, along with special guest Rose Bauti, as they cruise through their spa experiences while working them or auditing them. If you are a spa lover, you cannot miss this episode! Connect[...]

Words cannot describe this episode! We are bringing awareness to all industry leaders! In this episode, Michèle Kline & Stephanie Leger discuss the ups and downs of being part of the LGBTQ+ community. Special thanks to our guests, James Healey, Naomi Ardjomand-Kermani and Robert Geller, for educating and enlightening us all! Connect with Guest Speakers[...]

In this episode, hosts Michèle Kline and Stephanie Leger review the reservations department. Our dear Reservations gurus, don’t think we bashed you on this one. Instead, we formally invite you to come on our show and tell us your WTF! story from the other side. Here is your time to claim your power and tell[...]

In this episode guest speaker, Mark Kline from Cisco Systems shares his years of experience integrating systems in the hospitality industry, while educating us through his WTF! moments as he tried to make it all work out. Stephanie & Michèle add their own spice and share tips on what to look out for during the[...]

This episode hosts Michèle Kline and Stephanie Leger celebrate Travel & Tourism Week. The gurus of quality assurance had no choice but to bring to light some WTF! Walk The Floors moments in the travel industry, which by the way tends to forget they are in hospitality as well. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/)[...]

Motherhood in the industry is not for the faint of hearts! In this episode, Michèle reflects on the intricacies of being a Mom in the industry and what nobody talks about EVER, while Stephanie enlightens us with some perspective. They collectively add value by including tips and ideas for memorable Mother’s Day gifts for staff[...]

Motherhood in the industry is not for the faint of hearts! In this episode, Michèle reflects on the intricacies of being a Mom in the industry and what nobody talks about EVER, while Stephanie enlightens us with some perspective. They collectively add value by including tips and ideas for memorable Mother’s Day gifts for staff[...]

Pet peeves round II. What does Michèle have to say about hers? These two hospitality industry fanatics could talk about pet peeves for days. In this episode, in collaboration with Stephanie Leger, Michèle Kline focuses on her pet peeves in Housekeeping, Engineering/Maintenance, Front Office, Food & Beverage and last but not least, Reservations. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/)[...]

In this episode, hosts Michèle Kline and Stephanie Leger review Stephanie's pet peeves in five important departments: - Housekeeping - Front office - Maintenance/Engineering - F&B - Reservations Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, Stephanie Leger from First Rate Hospitality & Michèle C. Kline from Kline Hospitality Consulting LLC unveils some WTF! stories on never burn a bridge. Bruning bridges in hospitality are bad news. Although it is a big world, the industry IS small and... EVERYONE knows each other. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/[...]

In this episode, Stephanie Leger from First Rate Hospitality & Michèle C. Kline from Kline Hospitality Consulting LLC takes you through a journey into the Food & Beverage world, specifically focusing on WTF stories associated with turning 21 and being of drinking age. Enlightened by guest speaker Jordan Kayser, F&B Director at AC Hotel Downtown Raleigh operated by Summit Hospitality Group, Ltd., together they share[...]

In this episode, hosts Michèle Kline and Stephanie Leger celebrate making it to a major milestone: Episode 20!! As well, as discuss their stories while walking the floors during Spring Break. From coolers & an excessive amount of guests in one room to the most bizarre questions from guests. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/)[...]

In this episode, Dave Campbell joins hosts Michèle Kline and Stephanie Leger to discuss Pool Operations and motivating the younger generation of employees. Guest Dave Campbell on LinkedIn https://www.linkedin.com/in/dave-campbell-80332540/ (https://www.linkedin.com/in/dave-campbell-80332540/) Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/) Hosts Company Links: Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/)

In this episode, Michèle Kline and Stephanie Leger discuss their experiences with outside vendors and those WTF conversations figuring out whose job is it? Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, Kevin Clarke joins hosts Michèle Kline and Stephanie Leger to discuss "Random Acts of Kindness Day" and our stories displaying the acts of kindness at the hotel. Guest Kevin Clarke Links Company https://bettertogethertravel.co/ (https://bettertogethertravel.co/) LinkedIn https://www.linkedin.com/in/kevin-p-clarke-jr-7ba89138/ (https://www.linkedin.com/in/kevin-p-clarke-jr-7ba89138/) Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/) Hosts[...]

Quick episode reviewing attention to details and being aware of your surroundings when talking aloud. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, hosts Michèle Kline and Stephanie Leger discuss work orders in the hotel guest room. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, hosts Michèle Kline and Stephanie Leger have Lonny Wolfe join to discuss housekeeping inspections and how sometimes we need to be Dr. Phil with guests. Guest Lonny Wolfe on LinkedIn https://www.linkedin.com/in/lonny-wolfe-8267b767/ (https://www.linkedin.com/in/lonny-wolfe-8267b767/) Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/) Hosts Company Links: Michèle Kline https://www.klinehospitality.com/[...]

In this episode, Natalie Pickett joins all the way from Australia hosts Michèle Kline and Stephanie Leger to discuss announced inspections and the importance of communication to the team in preparation for the auditor's arrival. Company Links Natalie Pickett http://nataliepickettmentor.com/ (http://nataliepickettmentor.com/) Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect on LinkedIn Natalie Pickett https://www.linkedin.com/in/natalie-pickett-74b00910/[...]

In this episode, Michèle and Stephanie discuss from chairs to stairs. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, Michèle Kline and Stephanie Leger discuss stories at the Front Drive during arrival and departure and training tips for your Front Door, Valet & Bellman team. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, Michèle and Stephanie discuss their experiences with the holiday forecast and schedule. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, Calvin Tilokee, CHLC joins hosts Michèle Kline and Stephanie Leger to discuss the importance of keeping your websites and social media up to date. Company Links Calvin Tilokee https://www.revparblems.com/ (https://www.revparblems.com/ ) Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Calvin Tilokee https://www.linkedin.com/in/calvintilokee/ (https://www.linkedin.com/in/calvintilokee/) Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger[...]

In this episode, Carlo Sidestam joins hosts Michèle Kline and Stephanie Leger to discuss mental health and taking care of your employees. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Carlo Sidestam https://www.linkedin.com/in/carlo-sidestam-59754112/ (https://www.linkedin.com/in/carlo-sidestam-59754112/) Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, hosts Michèle Kline and Stephanie Leger discuss their WTF stories on uniforms and when policies start to slip. Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/) Hosts Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/)

In this episode hosts Michèle Kline and Stephanie Leger discuss Annual Performance Reviews. Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/) Hosts Company Links: Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/)

In this episode, Michèle Kline and Stephanie Leger discuss their experiences with Banquets Department. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

Hosts Michèle Kline & Stephanie Leger discuss buffet mishaps and provide tips to hotel leaders on planning ahead for the Thanksgiving weekend. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, hosts Michèle Kline and Stephanie Leger discuss mix-ups with garnishes and WTF moments inspecting rooms. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)

In this episode, Parminder Batra and Shondra Deloach-Perea join hosts Michèle Kline and Stephanie Leger to discuss International Women's Day and break the bias. Connect with our guests on LinkedIn Parminder Batra https://www.linkedin.com/in/parminderbatra/ (https://www.linkedin.com/in/parminderbatra/) Shondra Deloach-Perea https://www.linkedin.com/in/shondra-deloach-perea-mba-622637b/ (https://www.linkedin.com/in/shondra-deloach-perea-mba-622637b/) Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/) Hosts Company Links:[...]

In this episode, Michèle Kline and Stephanie Leger discuss the importance of correct signage at the property. Company Links Michèle Kline https://www.klinehospitality.com/ (https://www.klinehospitality.com/) Stephanie Leger https://www.firstratehospitality.com/ (https://www.firstratehospitality.com/) Connect On LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ (https://www.linkedin.com/in/michelekline/) Stephanie Leger https://www.linkedin.com/in/sleger/ (https://www.linkedin.com/in/sleger/)