What are hedging words? Why is it essential to avoid them? How can we avoid the use of hedging words? In this episode, communication expert Michele Kline, with co-host Stephanie Leger, shares the benefits of reframing your communication and teaching your team to drop some commonly used terms to increase guest and team member engagement.[...]

If you are a hotelier and need a little help in this department, listen to this episode where guest experience legend Stephanie Leger and cohost Michele Kline share tips and tricks and all there is to know about room amenities. They review the following questions: What are the new trends and outdated trends? When to[...]

What is considered networking? Why is networking important in hospitality? How can we excel at it? After many years of business-related events, Michele Kline & Stephanie Leger bring the topic of networking to the forefront. This episode highlights the importance of building a widely diverse net and includes information and clarification. It is never too[...]

Introducing Directful, a powerful all-in-one communication tool. Directful’s ai-automated messaging dashboard lets you connect with guests before, during, and after their stay. An enlightening episode that showcases a revenue-generating trend that makes financial sense. Five-time OTA builder Sevket Seyalioglu, founder of Directful, gave hosts Michele Kline and Stephanie Leger an overview of the solution and[...]

What are "hospitality sensory experiences"? In this episode, guest experience guru Stephanie Leger and Co-host Michele Kline enlighten our audience with the answer to this question and also explains why sensory experiences are so meaningful in service. Lastly, Stephanie closes with tips on how to create memorable moments strategically. Follow us on YouTube and all[...]

Relationship building is critical to becoming a successful leader. In this episode, Leadership & Performance coach Michele Kline with co-host Stephanie Leger shares insight into the importance of building solid relationships while leading in the hospitality industry. In Michele's opinion, relationships are the glue that holds team members together. #hospitalityindustry #wtfwalkthefloors #leadership Follow us Website[...]

We are officially back! Summer shenanigans required hosts, Michele Kline and Stephanie Leger to spend some time away from our audience. This episode provides insight into what has been happening with WTF! Walk The Floors - All Things Hospitality Training during the summer. We unveil it all, from resort audits across the country and training[...]

The Hospitality Show Mash-Up! Check out our recent experience in Las Vegas.  Special Thanks To: Questex | AHLA | The Venetian Las Vegas | TAO Asian Bistro & Nightclub | Michele Kline- Kline Hospitality | Stephanie Leger- First Rate Hospitality | Chip Rogers | Paul Miller | Congresswomen Dina Titus | Kat Cole- Athletic Greens[...]

Special episode with inspiring Chief Technology Officer Riley Eller. Riley shared with hosts Michele Kline and Stephanie Leger the story behind the brand and how their solution was born. Unfortunately, sometimes bad things happen to good people. From medical emergencies to harassment and assault, team members can occasionally encounter dangerous or threatening situations. React Mobile[...]

During this episode, Michele Kline and Stephanie Leger had the pleasure to chat with Rich Curran, CEO of Expo Convention Contractors Inc., who delighted us with a rich conversation about leadership and all things hospitality. Hearing what happens behind the scenes of any convention or expo is fantastic. Empowering your team to be the best[...]

As we continue to create awareness around what we want to call "The Hospitality Conference Week 2023", we shed light on what each conference offers this year, what type of participation each show will have and what to look forward to. We also may have accidentally (or not) started a bit of a throwdown... We[...]

In this episode with Michele Kline and Stephanie Leger, Dorothy Dowling offers invaluable insight on how to best prepare for any conference and make the most out of it. This rich conversation with Dorothy Dowling, Senior Marketing and Commercial Leader, Public Company Board Director. Dorothy joined the Horwath HTL group as Managing Director to support[...]

The story on this episode with Michele Kline and Stephanie Leger is about a powerhouse female professional who will inspire many! Listen to Liz Uber's journey through the industry, positively impacting many lives with her servant leadership, in various states throughout the country is one we are eager to share with you. A true testament[...]

This episode shows how AllFly makes business travel a unique experience. Booking group travel does not need to be complicated. By bringing innovation to the manual world of planning group air travel, Kenny Totten & Conner Ann Waterman enlighten Michele Kline and Stephanie Leger with what makes their service different and so unique. You cannot[...]

HAPPY MOTHER'S DAY to all our listeners! This special episode discusses how to make motherhood sustainable in the hospitality industry. Chris Breed, Vice President of Operations at Soleil Management & Yes&, Jaime Miranda, Senior Vice President of Hotel Operations at The Venetian Resort Las Vegas, Sarah Taveprungsenukul, CEO at buku and Michele Kline, President of[...]

Michele Kline and Stephanie Leger are joined by special guest William "Chip" Rogers, on this episode, highlighting the American Hotel & Lodging Association's important role in our industry. With The Hospitality Show coming up on June 27-29, Chip shares the ins and outs of the show and what to expect. Register for the show by[...]

Michele Kline and Stephanie Leger are joined by special guest William "Chip" Rogers, on this episode, highlighting the American Hotel & Lodging Association's important role in our industry. With The Hospitality Show coming up on June 27-29, Chip shares the ins and outs of the show and what to expect. Register for the show by[...]

Guest service experience and loyalty are our favorite topics at WTF! Walk The Floors - All Things Hospitality Training. Now what is loyalty marketing? It is a marketing approach based on strategic management, in which a company focuses on growing and retaining existing customers through incentives. We know that in this day in age, everyone[...]

What does it really take to transition a hotel from one brand to another? In this episode, Michele Kline and Stephanie Leger have Brian Proctor shed light on what happens behind the scenes and the effort and detail it takes to transition. Although there are specific transitional items in any given checklist, we all agreed[...]

In this episode, Michele Kline and Stephanie Leger get into the needy gritty of the meaning of accountability. As part II of our saga "Attitude & Accountability," we break down the details around what accountability really means in hospitality, why it is essential and what it takes to create a culture of accountability for success.[...]

With the collaboration of Harrison Liu, Michele Kline and Stephanie Leger unveil the intricacies of leading a successful operation on water! Yes, on water. A cruise operation is as much about hospitality as it is the hotel operation. In this episode, we discuss the similarities and differences, how to keep team members engaged and create[...]

It is not solely about adapting the message; communication is all about connecting. We connect when we pay close attention to how we connect with others. So, how are you communicating with your team? How are you delivering your message? Watch this episode and gain perspective from hosts Michele Kline and Stephanie Leger. Subscribe to[...]

Streamlining hotel distribution channels with Fred Bean, from HotelPORT®! Stop wasting assets, upsetting guests & line-level associates, and start focusing on what matters. An enlightening episode where Stephanie Leger and Michele Kline touch upon education to move the distribution needle. A topic we do not explore enough that has a lot going on behind the[...]

Need a straightforward formula to tackle service failure recovery with grace? In this episode, Michele Kline and Stephanie Leger share that with you and much more. Three simple steps to make things right, this episode is packed with information on "how-to," where you will also hear about some of our favorite WTF! Walk The Floors[...]

Authenticity is about aligning words and actions! It is inevitable to recognize that guests and consumers of services these days seek an authentic style of customer service. Why? Because they feel most comfortable when the employees who serve them act informally, avoiding the airs and artificiality of the past. Stephanie Leger & Michele Kline discuss[...]

- What is "attitude," and how does it impact our operation, the guest experience, and those team members around us? - How is a positive attitude essential to achieving success? - Why is a positive attitude so crucial in teamwork? How can a positive or negative attitude affect performance? Too many questions? No problem! In[...]

On this episode, Michele Kline and Stephanie Leger had a chance to discuss what inspires housekeeping team members and best leadership practices for housekeeping departments, along with Diego Lopez, Assistant Executive Housekeeper at Luxor Hotel & Casino . An interesting journey that will inspire emerging leaders across all industries! Connect with our guest on LinkedIn[...]

Why is there no communication between departments when it comes to lost & found? In this episode, Stephanie Leger & Michele Kline dissect this question as we discuss processes and policies behind lost & found protocols... or lack of them. Interdepartmental communication can boost productivity and employee satisfaction in several ways, including creating efficient workflows,[...]

Employee engagement is about creating the right conditions for all team members. Creating a healthy work environment results in team members creating memorable experiences for our guests, patrons and customers. An enlightening episode where Michele Kline and Stephanie Leger discuss leadership lessons with Henrico Ellis. We strive to produce cultures where everyone is committed to[...]

In this episode, Michele Kline and Stephanie Leger discuss why goals don’t stick and share 5 easy steps to the process of setting goals that WILL actually GET to the finish line. Sustained hard work is a critical component to success, but that hard work must be strategic and focused. When you embrace the practice[...]

On this episode Michele Kline and Stephanie Leger are joined with, Anna Schmid, Vice President of Communication and Partnerships at The Venetian Resort Las Vegas. Anna shares her career path with us and her most precious WTF! Walk The Floors moments while becoming the professional she is today. A meaningful career that looks a lot[...]

To elevate the guest experience, you must teach your team about proper etiquette. In this episode, Michele Kline and Stephanie Leger discuss the foundations and highlight the most critical areas to focus on regarding service etiquette. If you want to know more about our 6-module training program, email us at info@klinehospitality.com or DM us. Follow[...]

As operators, we don’t talk about cybersecurity enough. But, why? It impacts our operation, our employees, our guests/patrons/customers and most importantly, our budget. Special thanks to Melissa Aarskaug from Gaming Laboratories International, LLC for sharing valuable insight on the topic! Follow us on #YouTube #Spotify #GooglePodcasts #ApplePodcasts #iTunes #AmazonAlexa #Chrome #Audible and many others. Connect[...]

Join Michele Kline and Stephanie Leger for an enlightening 20 minutes to the what, the how, the who and the why of career coaching. This episode highlights the benefits of hiring a career coach and how that can impact you personally, professionally, and your organization. Viewer Survey https://b5074ntfg57.typeform.com/to/TFGjB39r Connect with the hosts on LinkedIn Michèle[...]

While they may look clean they may really need cleaning! We tend to forget to have drapes and sheets as part of our cleaning program, failing to realize all the mighty dust and other yuck they hold. On this episode, Michele Kline and Stephanie Leger chat with drapes expert Ron Shelton from On-Site Drapery Cleaners,[...]

Meaningful connections are a vital driver of Team Member engagement. Furthermore, meaningful connections are those that are deemed significant and include mutual respect, trust, interest, positive regard and making the other person feel valued. The key to growing these relationships involves building on elements of honesty and finding commonalities to help create that lasting foundation.[...]

Persuading our guests to include check-ins or location tags in their travel pictures and videos, and in exchange, offering enticing benefits. Engaging in discussions on posts that promote our hotel's brand. Offering rewards and holding contests. Using social media platform ads to increase visibility and bookings… these are all things we can do to drive[...]

Ahem!… Emerging Leaders, we are talking to you! The main priority in any hospitality job is to satisfy the customer and make their experience perfect. This is extremely rewarding as an employee, and you will receive numerous opportunities every day to make a customer's day – above all else this feeling is something that you[...]

On this episode of WTF! Walk The Floors, All Things Hospitality Training we had a conversation with Žana Usher, from Devine Hospitality, about the importance of training in fine dining. In Žana’s words, “the faster the table turnover, and the more customers you serve, the higher the revenue. You can't control how long guests take[...]

On this episode, Stephanie Leger and Michele Kline bring #purpose into the picture. Clarity of purpose is not something you often hear when discussing goal-setting. There is a link between knowing WHY we should achieve the goals we set for our operations and intrinsic motivation. It is critical to goal attainment to ensure our team[...]

As we celebrate Entrepreneurship Month, Stephanie Leger and Michele Kline were delighted to share their stage with Eduardo Duran, President & Founder of Insight Hospitality Solutions. Eduardo shared his story about jumping off that plane and building his own empire. Inspiring, enlightening and filled with insight, this conversation is a must-listen for anyone looking to[...]

In this episode, Michele Kline and Stephanie Leger, dissect what culture means and share tips to create a culture of care! Culture is how you do what you do in the workplace. What sets the tone and keeps people coming back. Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/ Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts Company[...]

Listen to Michele Kline and Stephanie Leger discuss from hydrating to flooding. In this episode, we cover it all. Tips to keep your valet attendants engaged, recruitment, and how to create memorable experiences in the valet world. Our special guest Luke Zeysing from LAZ Parking enlightens our audience with his extensive experience in hospitality. PS:[...]

Listen to Michele Kline and Stephanie Leger touch upon all the great (and not-so-great) things that Halloween brings to our resorts and a way to engage with our team and guests. 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/ Learn more about[...]

But I am an operator, I don’t know how to sell...There is a lot more to being a vendor! If you are a former hospitality professional, who jumped the fence and became a vendor, YOU ARE the secret sauce! When vendors understand what the operator’s needs and wants are, and how their day flows… they[...]

In this episode, Michele Kline and Stephanie Leger discuss the array of skills they learned while working in the hospitality industry. The list is long, from excellent practices to teamwork, and no other industry can teach you what hospitality can. 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[...]

In this episode, Michele Kline & Stephanie Leger discuss the importance of understanding what mental health is all about and how to be better prepared to assist those around us who may be struggling. From eliminating stigmas to thinking outside of the box, we cover it all. Connect with the hosts on LinkedIn Michèle Kline[...]

In this episode, where Stephanie Leger & Michèle Kline discuss their recent travels and those WTF! moments. 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/ Learn more about your ad choices. Visit megaphone.fm/adchoices

In this special episode, Michele Kline and Stephanie Leger are at the Legas Vegas Community Healing Garden. In memory of the massacre of October 1st, 2017. A sad episode made with a lot of ❤️. We remember those who lost their lives and those who survived while discussing how our industry was impacted as a[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas celebrating Housekeeping Week along with special guests Ema Flores- Director of Housekeeping and Carlo Sidestam - General Manager at The Boulevard, a Hilton Grand Vacations Club. Connect with Guest Speaker Ema Flores https://www.linkedin.com/in/ema-flores-55a13019/ Carlo Sidestam https://www.linkedin.com/in/carlo-sidestam-59754112/ Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas celebrating Housekeeping Week along with special guest Sandra Wild - Vice President of Hotel Operations at The Venetian Resort Las Vegas. Connect with Guest Speaker Sandra Wild https://www.linkedin.com/in/sandra-wild-0861519/ 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[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas celebrating Housekeeping Week along with special guests Erika Sandoval- Assistant General Manager, Eva Rodriguez- Director of Housekeeping, and Tom Price- General Manager at Tahiti All-Suites Resort Las Vegas, Club de Soleil I & II Las Vegas. Connect with Guest Speaker Tom Price https://www.linkedin.com/in/thomas-price-411380114/ Connect with[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas celebrating Housekeeping Week along with special guest Andy Ginsburg, Director of EVS at Resorts World, Las Vegas. Connect with Guest Speaker Andy Ginsburg https://www.linkedin.com/in/andy-ginsburg-b8187226/ 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 Las Vegas celebrating Housekeeping Week along with special guest Brianna Moore, Director of Housekeeping at Four Seasons, Las Vegas. Connect with Guest Speaker https://www.linkedin.com/in/brianna-moore-35658b139/ 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/ Learn more[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Phillip Stephenson- Assistant Executive Chef at Park MGM at MGM Resorts International. Connect with Guest Speaker Phillip Stephenson https://www.linkedin.com/in/phillip-stephenson-aa180370/ Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/[...]

Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Greg Chase - Master of Ceremony. Connect with Guest Speaker Greg Chase https://www.linkedin.com/in/gregjchase/ 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[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Donald Bowman - Keynote Speaker. Connect with Guest Speaker Donald Bowman https://www.linkedin.com/in/donald-bo... 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[...]

oin Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Rich O’Brien from Xpodigital - Event Sponsor and Supplier of the Year WINNER! Congrats Xpodigital! Connect with Guest Speaker Rich O’Brien https://www.linkedin.com/in/rich-o-br... Connect with the hosts on LinkedIn[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Andre Filosi - GM nominee from Boyd Gaming. Connect with Guest Speaker Andre Filosi https://www.linkedin.com/in/andre-fil... Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl... Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Evan Meyer - Nominator from Boyd Gaming. Connect with Guest Speaker Evan Meyer https://www.linkedin.com/in/evan-meye... Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl... Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts Company[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Bertha Gutierrez, Housekeeping Star nominee with Aria Resort. 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[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Matthew Peskin - Training & Development nominee with MGM Resorts Connect with Guest Speaker Matthew Peskin https://www.linkedin.com/in/matthewpe... Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl... Stephanie Leger[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Noretta Griffith - Training & Development nominee with MGM Resorts. Connect with Guest Speaker Noretta Griffith https://www.linkedin.com/in/noretta-g... Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl... Stephanie Leger[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Tim Lam - Reception Sponsor TISOH The International School of Hospitality. Connect with Guest Speaker Tim Lam https://www.linkedin.com/in/timothymlam/ Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl... Stephanie[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Eric Robinson - Fresh Air smoking, Safety & Security Award sensors. Connect with Guest Speaker Eric Robinson https://www.linkedin.com/in/eric-robi... Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl... Stephanie[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Alex Canales - Board Member, Hilton Grand Vacations. Connect with Guest Speaker Alex Canales https://www.linkedin.com/in/alex-cana... Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl... Stephanie Leger https://www.linkedin.com/in/sleger/ Hosts[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Mary Ann Burns - Board Member, Boyd Gaming. Connect with Guest Speaker Mary Ann Burns https://www.linkedin.com/in/mary-ann-... Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl... Stephanie Leger https://www.linkedin.com/in/sleger/[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Nicole Marshall - SOTI committee member organizer Board Member, The Seigel Group. Connect with Guest Speaker Nicole Marshall https://www.linkedin.com/in/nicole-ma... Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekl...[...]

Join Stephanie Leger & Michele Kline, while in Las Vegas for the Nevada Hotel & Lodging Association "Stars of the Industry" Awards Gala along with special guest Diane Gandy - President of Nevada Hotel & Lodging Association. Connect with Guest Speaker Diane Gandy - President https://www.linkedin.com/in/diane-gandy-b517879/ Connect with the hosts on LinkedIn Michèle Kline https://www.linkedin.com/in/michelekline/[...]

In this special episode, we share with you a sneak peek of THE industry event of the year in the State of Nevada. The Nevada Hotel & Lodging Association recognizes hospitality professionals for their contribution to the industry. The 11th annual Stars of the Industry Awards gala will take place this Thursday, September 8th, at[...]

On this Labor Day weekend, show your team members some extra love. In this episode, hosts Michele Kline & Stephanie Leger discuss why Labor Day was created and what happens in the hospitality industry during that weekend. Some doors close as the season comes to an end, and others open as they kick off in[...]

With special guest George Polyard, from ComOps, hosts Stephanie Leger from First Rate Hospitality and Michele Kline from Kline Hospitality, take a deep dive into the importance of the guest experience and how the little things our team members do, can make a big impact on our guests. Let this episode serve as a reminder[...]

International Housekeeping Week is about showing appreciation to housekeepers for their hard work. Since 1981, the IHEA, or the Integrated Environment and Health Assessment, officially sponsors the holiday and since then, it has spread globally as a week-long celebration for those who work in housekeeping. Both Stephanie Leger and Michele Kline have a strong background[...]

Enlightening discussion, loaded with tips that will prepare both leaders or newcomers, to “survive" an opening or a renovation, and still come out on top! After this episode, Michele Kline & Stephanie Leger question if solid communication or having the energy to support extensive hours, is most important during an opening. Special thanks to Peter[...]

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, 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, 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, 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, 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, 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, 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[...]

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/)

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 https://nataliepickettmentor.com/ (https://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[...]