WTF! Walk The Floors Podcast- All Things Hospitality Training

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 moments regarding service failure recovery... or lack of! This episod...

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 authentic hospitality service. Follow us Li...

- 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 this episode, Michele Kline and Stephanie Leger answer these questions in d...

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 Diego Lopez https://www...

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, promoting a...

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 giving their best...

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 of goal-setting, you make sure your work is driving you toward a specific, desired ou...

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 like a jungle gym rather than a corporate ladder! #inspiring story!...

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 us on all major podcast platforms today! Viewer...

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...

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 Kline https://www.linkedi...

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, who shares procedures, best practices, and some fun stories.  Connect with our gues...

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. In this e...

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 our guests. However, how do we drive other pr...

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 will love! But, how do you continue to make such an impact when you reach...

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 to eat their meal, but there are ways to increase the efficiency of...

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 members understand the WHY behind the WHAT! This episode is a litt...

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 understand an entrepren...

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 Links Michèle Kline...

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: we turn 1 year old today… YAY! Connect with our...

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 L...

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 are successful. Listen to Michele Kline and Stephanie Leger discuss more about vendors in hospitality....

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 Co...

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 https://www.linkedin.com/in/michelekline/ Stephanie Leger https://www.lin...

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 a...