Shows
WTF! Walk The Floors Podcast- All Things Hospitality TrainingContactless Technology, the hero in Hospitality summer monthsIn this episode, Michele Kline and Stephanie Leger discussed the adoption of contactless technology at a Florida beachfront resort during the busy summer months. The resort implemented mobile check-ins, digital room keys, and enhanced cleaning protocols to improve safety and convenience. However, they faced technical glitches, user unfamiliarity, and insufficient staff training, decreasing guest satisfaction and negative reviews.To resolve these issues, the resort upgraded its server infrastructure, provided guest education through instructional videos, enhanced staff training, and established a quality control team for cleaning protocols. These measures aimed to improve the guest experience and fully...2024-07-1112 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingFourth of July in HospitalityHAPPY INDEPENDENCE DAY EVERYONE! The Fourth of July presents several unique challenges for the hospitality industry due to the nature of the holiday and associated festivities. On this episode, Michele Kline and Stephanie Leger discuss some ways in which the challenges brought to hotels by this special celebratory day can be tackled. From increased demand and supply chain disruptions, to safety and security concerns, and weather-related issues, this episode will enlighten you to think outside the box.Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floors...2024-07-0412 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingEmployee Benefits the Hospitality Way (with Hector Cervantes)It's crucial to provide services to the hospitality industry while adhering to its unique demands and standards. By catering to these specific needs:> Enhanced Customer Experience: Aligning with industry standards ensures better guest experiences, fostering satisfaction and loyalty.> Maintaining Reputation: Adhering to expectations demonstrates professionalism and reliability, bolstering your reputation.> Operational Efficiency: Following industry-specific guidelines optimizes operations for efficiency and safety, reducing risks.> Partnership Opportunities: Meeting standards makes you a preferred partner for hotels and restaurants, opening collaboration and growth opportunities.> Legal Compliance: Adhering to guidelines helps you avoid...2024-06-0626 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingBridging the Gap Between Standards & Improvement (Part II)In this episode, Michele Kline and Stephanie Leger delve into the crucial process of bridging the gap between evaluating and enhancing standards in hotels and restaurants. We present a comprehensive blueprint designed to systematically upgrade industry standards. This involves a careful analysis of Capital Expenditure (CAPEX), effective budget management, ensuring consistency across services, and fostering better communication within the industry network. By integrating these key elements, businesses can not only assess their current performance but also implement strategic improvements. Tune in to discover actionable insights and practical advice on elevating the hospitality experience. 2024-05-3010 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingBridging the Gap Between Standards Audits & Improvement (Part I)The hospitality industry is constantly evolving, and bridging the gap between measuring hotel or restaurant standards and taking steps towards improvement is crucial. On this episode, Michele Kline and Stephanie Leger bring to light some comprehensive ways in which to integrate assessment, feedback, and action as key drivers for success. Let's discuss the structured plan to achieve this and share your thoughts on the latest trends in hospitality management below. Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYo...2024-05-2312 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHospitality Service Culture (with David Salcfas)Welcome to our exclusive podcast episode featuring David Salcfas, the General Manager of the renowned New York Hard Rock Hotel, as our esteemed guest speaker! Join Michele Kline and Stephanie Leger and David Salcfas shares captivating insights into the intricacies of fostering a strong service culture within the hospitality industry. Discover innovative methods employed at the Hard Rock Hotel to spread service culture creatively, and gain valuable tips on becoming an empathetic leader and genuine connector. David's wealth of experience and passion for hospitality shine through as he discusses how to inspire and...2024-05-1623 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingMotherhood in Hospitality - Mother's Day SpecialStep into the world of motherhood with our latest podcast episode, where we explore the beautiful yet complex journey of being a mom. Join Michele Kline and Stephanie Leger as they delve into the challenges faced by women due to societal pressures, workplace demands, and personal expectations within the context of family life. In this episode, they had the pleasure of hosting two incredible guests, Melissa Aarskaug and Lauryn Reynolds, who bring their firsthand experiences and expert insights to the table. Together, they highlight the unique dynamics of balancing motherhood wit...2024-05-1624 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingWhen a Restaurant Experience Turns BadThe latest trends show that a restaurant experience can go bad due to poor service, subpar food quality, cleanliness issues, and lackluster ambiance. In our latest episode, Michele Kline and Stephanie Leger delve into the reasons behind these trends and how they can be avoided.Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDgConnect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger...2024-04-1118 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingMarketing in Hospitality (with Susan Barry at Hive Marketing)On this episode, Susan Barry, from Hive Marketing walks co-hosts Michele Kline and Stephanie Leger through an outside of the box way of looking at marketing in the hospitality industry. In which ways are you thinking outside of the box when it comes to marketing solutions? GuestSusan Barry https://www.linkedin.com/in/susandbarry/Hive Marketing https://www.hive-marketing.com/Top Floor https://www.topfloorpodcast.com/Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube http...2024-04-0428 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHospitality Inspection Secrets: Deep Dive Back of HouseMichele Kline and Stephanie Leger share tips and tricks related to hotel back-of-the-house inspections. Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDgConnect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/ Hoste...2024-03-2116 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHow to build successful Food & Beverage Operations Inspections (With Cheri Roberts)In the latest episode of our "Inspection Secrets" series, Michele Kline and Stephanie Leger had the pleasure of connecting with Cheri Roberts, Vice President at Kline Hospitality, to discuss her extensive experience in Food & Beverage operations. During the episode, Cheri shared valuable tips she's collected throughout her career in the industry, highlighting the importance of inspections and the secrets to creating successful training programs. Whether you're a seasoned professional or just starting out in the field, this episode is a must-watch for anyone looking to improve their skills and knowledge in Food & Beverage operations. Check out the full episode...2024-02-1523 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingLuxury Service in Hospitality (part 3)This week on our luxury service series, we dive into the intersection of sustainability and health & wellness in the hospitality industry. Our panel of hospitality experts shed light on how luxury hospitality services are incorporating sustainable practices without compromising on the expectations of high-end clients.We also explore notable examples of eco-friendly initiatives within luxury hospitality and the latest trends in luxury wellness services gaining popularity.Brought to you by:Michèle C. Kline, Kline HospitalityStephanie Leger, First Rate HospitalityErika Solano, MBAGeorge Pol...2024-02-0828 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingEnhancing Personal Guest Experiences In HospitalityTips and tricks to enhance the guest experience? Michele Kline and Stephanie Leger got them. Tune into this episode to hear more about what's cool, what can be repurposed, and what's coming!Listen to our podcast on any major platform & follow us on YouTube! #wtfwalkthefloors #hospitalityindustry Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDgConnect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michel...2024-01-1816 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHospitality Leaders Creating ConnectionsWhy are connections so important? Because people want to feel seen! In this episode, Michele Kline and Stephanie Leger highlight the transitions we go through as leaders. Enjoy!Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDgConnect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https...2024-01-1118 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingDon't Make 2024 the Same Ole Year in HospitalityWhat can we do differently this year? How can we move the needle far and beyond the imaginable? Kick off the year with another episode of WTF! Walk The Floors with co-hosts Michele Kline and Stephanie Leger Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDgConnect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts...2024-01-0412 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingThe "Right" Attitude for HospitalityOn this episode, Michele Kline and Stephanie Leger delve into the significance of mindset in our industry. Did you know that studies reveal being happy can increase your productivity by 20%? A positive attitude can also enhance your reputation in the office, making you a go-to person for advice and help. Tune in to learn more about the power of attitude and hear some stories to go along with it. Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https...2023-12-2813 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingThe Power of Influence in HospitalityHow do we connect influence with hospitality? What is the power of influence? How do we connect influence with hospitality? And so much more, Michele Kline and Stephanie Leger provide leadership tips that help leaders move team members to action. Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDgConnect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linked...2023-12-1410 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingWays To Enhance Your Hospitality TrainingIn this episode, Michele Kline and Stephanie Leger discuss all the things that we can do to enhance our knowledge of the hospitality industry. Packed with tips and ideas on what #Leaders can learn other than what they are being trained on while on the job and the importance of using breaks to focus on personal & professional growth.Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDgConnect with the hosts on...2023-12-0713 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHospitality Winter Travel WHOA PredictionsAs the winter season approaches, Stephanie Leger and Michele Kline share tips and tricks to prepare your team for success.How are you preparing for this winter season? Any tricks you can share?... Do you know where your snowblower is??? (lol)PS: if this job doesn't work out for Stephanie, she can definitely explore becoming a weather news broadcaster.#wtfwalkthefloors #hospitalityindustry #leavershipdevelopment #hotelsFollow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com...2023-11-2110 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingSolo Travel Safety, sharing Hospitality TricksThere are many things we ignore as frequent travelers, especially if a female travels alone (sad we even have to say this).In this episode, Stephanie Leger and Michele Kline focus on providing our audience with tips and tricks to travel safely. Stephanie recently published an article on Hertelier. To access the publication, use the link below.https://www.hertelier.com/post/essential-safety-tips-for-solo-female-travelers#wtfwalkthefloors #hospitality #travelFollow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floors2023-10-2418 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingLeading with Emotional Intelligence in the Hospitality IndustryWhat is Emotional Intelligence? Why is Emotional Intelligence critical in hospitality? This and a lot more is covered in this episode.Michele Kline and Stephanie Leger enlighten us with tips to apply, teach and best use Emotional Intelligence in the workplace. And why not, with your personal relationships?Listen to our podcast on any major platform & follow us on YouTube!#wtfwalkthefloors #hospitalityindustry #emotionalintelligence #eq #eiFollow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https...2023-10-1712 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingDriving Culture Change in HospitalityWhat does culture change exactly mean? When is culture change needed? In this episode, Michele Kline and Stephanie Leger share their views on effectively driving organizational culture change at all levels. Tune in on any podcast platform and follow us on YouTube. #hospitalityindustry #wtfwalkthefloors #workplaceculture #culture #workhappyFollow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDgConnect with the hosts on LinkedIn2023-10-1022 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingConverting OTA bookers to direct one in the hotel industry (Guest Sevket Seyalioglu)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 insight into how this experience influenced his understanding of the challenges hotels faced, resulting in the birth of this solution.Limited access to OTA guest data is a common issue; Directful has found a wa...2023-09-1130 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingAppealing to the Senses in HotelsWhat 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 major podcast platforms.#hospitalityindustry #wtfwalkthefloors #sensoryFollow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8...2023-08-2117 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingSuccessful Leadership in HospitalityRelationship 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 #leadershipFollow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDgConnect with the hosts on LinkedIn2023-08-1621 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingSummer RecapWe 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 facilitation to the areas of opportunity and trends we have seen in the past few months.Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floors2023-08-0927 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingThe Hospitality Show Mash-UpThe 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 | Kevin Carey #wtfwalkthefloors #hospitalityindustryFollow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsConnect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/S...2023-08-0211 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingReact Mobile At The Hospitality Show (Guest Riley Eller)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 provides a solution for them to get help where they need it fast. Their solution allows properties to deploy resources to the exact location of the emergency within seconds of an alert.#wtfwalkthefloors #hospitalityindustryHospitality...2023-08-0213 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingThe hospitality side of conventions behind the scenes (Guest Rich Curran)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 they can be, resolve issues on the spot, and feel that hospitality comes first, regardless of position, task or title, is our cup of tea. Thank you, Rich Curran, for serving it for us!#wtfwalkthefloors...2023-06-2028 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingThe Hospitality Show Session ESG (Guest Dorothy Dowling)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 global hospitality industry clients with go-to-market strategies to help grow scale, revenue, and profitability with services ranging from repositioning to commercial business planning and activation. Dowling also brings her subject matter expertise and personal passion regarding advocacy for...2023-06-1419 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingThe Hospitality Journey (Guest Liz Uber)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 of how our beautiful industry offers so much under the same roof.The cherry on top is that Liz Uber, COO at Extended Stay America, gave us a hint of what to expect from her anticipated participation at...2023-05-3021 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingTravel arrangements don't need to be complicated!" (Guests AllFly)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 miss the WTF! Walk The Floors - All Things Hospitality Training stories told during this episode.... here is a hint: these stories involve multiple lichees attacks and polka dot socks (PG-13)!#wtfwalkthefloors #hotel #hospitalitystrong #hospitality #hospitalityindustry...2023-05-2333 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingMotherhood in the Hospitality IndustryHAPPY 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 Kline Hospitality Consulting shed light on how having children changed their way of running their business & life. They discuss how becoming a mother helped them better understand the needs of their staff members, how to adjust & be flexible, and how to embrace...2023-05-1644 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingThe Hospitality Show (Guest Chip Rogers)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 using this link https://www.thehospitalityshow.com/hospitalityshowcom/registerHospitality lovers, if you are not highly anticipating this show, you need WTF! Walk The Floors - All Things Hospitality TrainingWe will be...2023-05-1024 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingLoyalty Marketing in the Hospitality Gaming IndustryGuest 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 wants to be a part of something special, and EVERYONE wants to be rewarded!For those unfamiliar with this, casino loyalty programs typically provide a membership card swiped at all transactions (casino games, restaurants, stores, hotel stays). The...2023-05-0132 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingBehind the Scenes Hotel Transitions (Guest Brian Proctor)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 that the human aspect and communication are critical to a successful turnaround.Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8...2023-04-2529 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingAccountability For Successful Hotel TeamsIn 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.This episode dramatically represents our Goal Execution training module # 6.Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floorsYouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDg2023-04-1828 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHospitality on water! (Guest Harrison Liu)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 memorable experiences for our guests.According to the UN World Tourism Organization, the cruise sector supports 1.2 million jobs and contributes US$150 billion to the global economy every year. With this in mind, we took a deep dive into...2023-04-1029 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingEngaging Communication Goes Beyond HospitalityIt 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 our channel on #YouTube or listen to us on your favorite #podcast station.Follow usWebsite https://www.wtfwalkthefloors.comLinkedIn https://www.linkedin.com/company/wtf-walk-the-floors2023-04-0620 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHospitality Service Failure RecoveryNeed 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 episode is only 15 minutes long, if you are still interested in learning more about this topic, reach out to us, and we will let you know how our training...2023-03-2118 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHospitality Team Attitude & Accountability- 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 detail and discuss tips to address each.Follow us on YouTube and listen to us on your favorite podcast station....2023-03-0617 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingWhat inspires our Housekeeping Teams? (With Diego Lopez)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 LinkedInDiego Lopez https://www.linkedin.com/in/diegolopz/Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/2023-02-2417 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingEngaging our hospitality teams for success!!"(With Henrico Ellis)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 each day, team members are committed to the organization’s goals and values, and everyone is motivated to contribute to organizational success with an enhanced sense of well-being.To engage our team, we...2023-02-1417 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHospitality Goal SettingIn 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 outcome.For information on our training program, reach out to us directly!Subscribe to our YouTube channel and follow us on al...2023-02-0612 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingThe Journey with Anna SchmidOn 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!Follow us on #YouTube #Spotify #GooglePodcasts #ApplePodcasts #iTunes #AmazonAlexa #Chrome #Audible and many others. Connect with our guest Anna Schmid https...2023-02-0427 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingService Etiquette, back to basics!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 Surveyhttps://b5074ntfg57.typeform.com/to/TFGjB39rConnect with the hosts on LinkedInMichèle Kline https://w...2023-01-2516 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingNational Career Coach DayJoin 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 Surveyhttps://b5074ntfg57.typeform.com/to/TFGjB39rConnect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle...2023-01-0920 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingBut, what about drapes?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 guest Ron Shelton https://www.linkedin.com/in/ron-shelton-6098121b/Company Website https://www.onsitedraperycleaner.com/Connect with the hosts o...2023-01-0420 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingCulture, the heartbeat of any company!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 LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/ Learn more ab...2022-11-2121 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingValet, the REAL first and last impression!" (With Luke Zeysing)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 guest on LinkedInLuke Zeysing https://www.linkedin.com/in/w-luke-zeysing-iii-89963113/Connect with the hosts on LinkedInMichèle Kline https://www.lin...2022-11-0817 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingTips for Halloween, the good, the bad and the ugly!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 LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices2022-11-0813 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingTips for VendorsBut 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.Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/s...2022-10-2417 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingWorking in HospitalityIn 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 LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/ Learn more about your ad...2022-10-2415 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingLas Vegas Community Healing GardenIn 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 result of the largest massive shooting in the history of the United States.An episode about how our industry changed after the massive shooting in Las Vegas that occurred on October 1st of 2017.This episode was recorded at the Las Vega...2022-10-1013 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingNHLA SOTI Awards Gala (with Greg Chase)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 SpeakerGreg Chase https://www.linkedin.com/in/gregjchase/Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekl...Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/...2022-09-1603 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingNHLA SOTI Awards Gala (with Donald Bowman)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 SpeakerDonald Bowman https://www.linkedin.com/in/donald-bo...Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekl...Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/2022-09-1603 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingNHLA SOTI Awards Gala (with Rich O’Brien)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 SpeakerRich O’Brien https://www.linkedin.com/in/rich-o-br...Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekl...Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.kl...2022-09-1603 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingNHLA SOTI Awards Gala (with Andre Filosi)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 SpeakerAndre Filosi https://www.linkedin.com/in/andre-fil...Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekl...Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.fi...2022-09-1603 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingNHLA SOTI Awards Gala (with Evan Meyer) 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 SpeakerEvan Meyer https://www.linkedin.com/in/evan-meye...Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekl...Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.co...2022-09-1602 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingNHLA SOTI Awards Gala (with Bertha Gutierrez)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 LinkedInMichèle Kline https://www.linkedin.com/in/michelekl...Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices...2022-09-1602 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingWork, work, work... all we do is work, work, work!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 high gear to start their crazy busy days ahead. This episode provides tips and tricks for a successful Labor Day weekend!Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger h...2022-09-0116 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingThe little things make a big difference! Sponsored by ComOpsWith 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 that managing from behind the desk doesn’t allow you to spot/prevent those WTF! moments. PS: Get your steps in by using the stairs and walk the floors!Connect with Guest SpeakerGeorge Polyard https://ww...2022-08-2528 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingIntroduction to International Housekeeping Week...Beyond Pizza PartyInternational 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 in Housekeeping so it is their mission to make it a BIG deal! In this episode, they introduce us to the history of this international celebratory week and provide some tips on how to prepare for it.Connect with...2022-08-1915 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingOpening & RenovationsEnlightening 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 Curtis from P4L Realty, for sharing your experiences with us! We hope to host you again when we go for Renovations 2.0! Connect with Guest SpeakerPeter Curtis https://www.linkedin.com/in/petercurtis1972/Connect wi...2022-08-1529 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingNight Audit, from Snoozing to ProducingIn 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” you. Our guests’ expectations are higher these days. Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekl...Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMic...2022-08-0421 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingAirlines, the not so friendly skiesIn 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 LinkedInMichèle 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 your ad choices. Visit megaphone.fm/adchoices2022-08-0420 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingDemanding Guests to Entitled Club Members… WTF! How to Transition?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 high sense of entitlement. Connect with Guest SpeakerChad Nelson https://www.linkedin.com/in/chad-nelson-a3427b49/Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger h...2022-07-2121 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingWhich came first recruiting or ghosting?!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 industry. Watch this episode, where Stephanie Leger & Michèle Kline discuss tips to open up the eyes of all leaders behind their desks serving the recruiting side of this journey we are in. Hoping, they will walk the floors!Connect with the hosts...2022-07-1415 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingHospitality 2.0 at HITECJoin Stephanie Leger & Michele Kline, while in Orlando for HITEC along with special guest Ira Vouk, Founder of Hospitality 2.0Connect with Guest SpeakerIra Voukhttps://www.linkedin.com/in/iravouk/Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/ Learn more about your ad choices. Vi...2022-07-0712 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingTraknProtect at HITECJoin Stephanie Leger & Michele Kline, while in Orlando for HITEC along with special guest Parminder Batra, CEO of TraknProtect.Connect with Guest SpeakerParminder Batrahttps://www.linkedin.com/in/parminderbatra/Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/ Learn more ab...2022-07-0619 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingXpodigital at HITECJoin Stephanie Leger & Michele Kline, while in Orlando for HITEC along with special guest Rich O'Brien from XpodigitalConnect with Guest SpeakerRich O'Brienhttps://www.linkedin.com/in/rich-o-brien-54817b19/Connect with the hosts on LinkedInMichèle 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. Vi...2022-07-0616 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingSnapfix at HITECJoin Stephanie Leger & Michele Kline, while in Orlando for HITEC along with special guest Paul McCarthy, CEO and Founder of Snapfix.Connect with Guest SpeakerPaul McCarthyhttps://www.linkedin.com/in/paulmccarthyireland/Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/ Learn more about your ad...2022-06-2812 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingClean The World at HITECJoin 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 SpeakerBruce Matthewshttps://www.linkedin.com/in/brucematthews/Connect with the hosts on LinkedInMichèle 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/...2022-06-2813 min
WTF! Walk The Floors Podcast- All Things Hospitality Trainingyoutip, I tip, we all tip!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 rapidly going into, and all about their preparation for HITEC next week.Connect with Guest SpeakerSarah Taveprungsenukul https://www.linkedin.com/in/sarahtaveprungsenukul/Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/m...2022-06-2424 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingLet's Talk SpaFrom 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 with Guest SpeakerRose Buatti https://www.linkedin.com/in/rose-gugl...https://www.rosebuattistudio.com@rosebuattistudio DM her to order your Gua Sha, a traditional Chinese healing method.Connect with the hosts on...2022-06-1431 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingProud to Celebrate Pride Month!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 SpeakersRobert Geller (He/Him/His) https://www.linkedin.com/in/robertbarrygeller/Naomi Ardjomand-Kermani (They/Them/Their) https://www.linkedin.com/in/ardjomand-kermani/James Healey (He/Him/His) https://www.linkedin.com/in/jameshealey1/2022-06-0747 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingReservations, are you there?!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 the world, what it means to be in Reservations.Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Comp...2022-05-2618 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingWhen Integrated Systems Don’t IntegrateIn 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 pre-opening stages as well as when transitioning over to new technologies.Connect with Guest SpeakerMark Kline https://www.linkedin.com/in/klinemark/Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Le...2022-05-2433 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingTravel & Tourism, The Good, Bad & The Ugly of Lost LuggageThis 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 LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ L...2022-05-1122 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingMichele's Pet PeevesPet 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 LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/s...2022-04-2820 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingStephanie’s Pet PeevesIn 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 LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more about your ad choices. Visit meg...2022-04-2116 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingNever Burn Your Bridges!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 LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more...2022-04-2120 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingWith booze, you loose! With guest speaker Jordan KayserIn 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 stories, from guests to associates who show no signs of shame.Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedIn2022-04-2131 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingSpring is nature’s way to say let’s party!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 LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Lea...2022-04-2125 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingOregano vs Marjoran & In Da RoomIn this episode, hosts Michèle Kline and Stephanie Leger discuss mix-ups with garnishes and WTF moments inspecting rooms.Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more about your ad choices. Visit megaphone.fm/adchoices Hosted on Acast. See acast.com/privacy for more information.2022-03-3025 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingTurkey O.D. & Check yourself before you reck yourselfHosts Michèle Kline & Stephanie Leger discuss buffet mishaps and provide tips to hotel leaders on planning ahead for the Thanksgiving weekend. Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more about your ad choices. Visit megaphone.fm/adchoices Hosted on Acast. See acast.com/privacy for more information.2022-03-3031 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingThe bash was trashIn this episode, Michèle Kline and Stephanie Leger discuss their experiences with Banquets Department. Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more about your ad choices. Visit megaphone.fm/adchoices Hosted on Acast. See acast.com/privacy for more information.2022-03-3022 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingI saw the signIn this episode, Michèle Kline and Stephanie Leger discuss the importance of correct signage at the property.Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more about your ad choices. Visit megaphone.fm/adchoices Hosted on Acast. See acast.com/privacy for more information.2022-03-3024 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingIt wasn't meIn this episode, Michèle Kline and Stephanie Leger discuss their experiences with outside vendors and those WTF conversations figuring out whose job is it?Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more about your ad choices. Visit megaphone.fm/adchoices Hosted on Acast. See acast.com/privacy for more inf...2022-03-3023 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingAny day now... & Honey, why did you bring the snow chains???!!!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 LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more about your ad choices. Visit megaphone.fm/adchoices Hosted on Acast. See acast.com...2022-03-3023 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingRooms are newly remodeled With guest speaker Calvin Tilokee, CHLCIn 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 LinksCalvin Tilokee https://www.revparblems.com/ Michèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInCalvin Tilokee https://www.linkedin.com/in/calvintilokee/Michèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn mor...2022-03-3034 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingYou can't cry over spilt milk with guest speaker Natalie PickettIn 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 LinksNatalie Pickett http://nataliepickettmentor.com/Michèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect on LinkedInNatalie Pickett https://www.linkedin.com/in/natalie-pickett-74b00910/Michèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com...2022-03-3026 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingSelf-care ins't selfish with guest speaker Carlo SidestamIn this episode, Carlo Sidestam joins hosts Michèle Kline and Stephanie Leger to discuss mental health and taking care of your employees.Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInCarlo Sidestam https://www.linkedin.com/in/carlo-sidestam-59754112/Michèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more about your ad choices. Visit megaphone.fm/adchoices Hosted on...2022-03-3021 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingThe power of kindness! With guest speaker Kevin ClarkeIn 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 LinksCompany https://bettertogethertravel.co/LinkedIn https://www.linkedin.com/in/kevin-p-clarke-jr-7ba89138/Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/S...2022-03-3024 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingWhen policies slip, it becomes a slippery slope!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 LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/ Learn more about your ad choices. Visit megaphone.fm/adchoices Hosted on Acast. See acast.com/privacy for mor...2022-03-3035 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingPutting the"P" in pool for PEOPLE! With guest speaker Dave CampbellIn 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/Connect with the hosts on LinkedInMichèle 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 you...2022-03-3034 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingInternational Women’s Day! With guest speakers Shondra DeLoach-Perea, MBA, Vice President of Field Services at IGT and Parminder Batra, CEO at TraknProtectIn 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 LinkedInParminder Batra https://www.linkedin.com/in/parminderbatra/Shondra Deloach-Perea https://www.linkedin.com/in/shondra-deloach-perea-mba-622637b/Connect with the hosts on LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/Hosts Company Links: Michèle Kline https://www.klinehospitality.com/2022-03-3038 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingFrom playing Dr. Phil to kids lying about their ageIn 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/Connect with the hosts on LinkedInMichèle 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/...2022-03-3021 min
WTF! Walk The Floors Podcast- All Things Hospitality TrainingYippie! Annual Review Time- Said No Manager Ever!In this episode hosts Michèle Kline and Stephanie Leger discuss Annual Performance Reviews. Connect with the hosts on LinkedInMichèle 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 Hosted on Acast. See acast.com/privacy for more information.2022-03-3019 minWTF! Walk The Floors Podcast- All Things Hospitality TrainingOOO Handcuffs & Un-Im-PressedIn this episode, hosts Michèle Kline and Stephanie Leger discuss work orders in the hotel guest room.Company LinksMichèle Kline https://www.klinehospitality.com/Stephanie Leger https://www.firstratehospitality.com/Connect On LinkedInMichèle Kline https://www.linkedin.com/in/michelekline/Stephanie Leger https://www.linkedin.com/in/sleger/ Learn more about your ad choices. Visit megaphone.fm/adchoices Hosted on Acast. See acast.com/privacy for more information.2022-03-3020 min