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Hospitality Industry Leaders, Stephanie Leger & Michele Kline, tackle the challenges of management who sit behind a desk and miss out on opportunities. Stephanie & Michele are experts in service quality assurance & training facilitation. They have been enhancing service, inspiring leaders and employees, in the hospitality industry for 20+ years. They are absolute change agents and their processes stick! WTF! Walk The Floors is a safe space where hoteliers can share stories of “mouth-opening” ...
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A look at Hospitality through Kevin Carey's eyes
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In a recent interview, Kevin Carey, Interim President & CEO of the American Hotel & Lodging Association (AHLA), shared insights on his background and vision for the association. He emphasized the need for hoteliers to adapt to changing consumer preferences. Kevin highlighted AHLA's sustainability initiatives and how the association is engaging emer…
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Summer Disruptors in the Hospitality Industry (summer special)
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As the summer season begins, the hospitality industry faces unique challenges and opportunities. In this episode, we'll explore key disruptions during this dynamic period: Seasonal Staffing Challenges: Increased demand for leisure travel leads to staffing shortages, impacting service levels and operational efficiency. Intensified Market Competition…
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Contactless Technology, the hero in Hospitality summer months
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12:20
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In 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, a…
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HAPPY 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…
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Wellness tourism focuses on promoting health and well-being through travel experiences. This trend is particularly prominent during the summer months when people are looking to rejuvenate and unwind. Here are some key aspects of wellness tourism: * Yoga and Meditation Retreats and Classes * Spa and Wellness Facilities * Healthy Dining Options * Out…
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Sustainable Practices in Hospitality (Summer Special)
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Sustainability has become a cornerstone of modern hospitality, driven by increased awareness of environmental issues and consumer demand for eco-friendly options. During the summer, when tourism peaks and resource consumption rises, hotels and resorts are taking proactive steps to minimize their environmental impact. This includes reducing single-u…
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The hospitality industry is notorious for its extended and unpredictable working hours. This throws a unique set of challenges into the mix for fathers. And we talk about Moms a lot, but today is all about the epic Dads that make our industry work. Late evenings, weekend shifts, and working during holidays become the norm, often resulting in the sa…
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Employee Benefits the Hospitality Way (with Hector Cervantes)
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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 p…
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Bridging the Gap Between Standards & Improvement (Part II)
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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 mana…
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Bridging the Gap Between Standards Audits & Improvement (Part I)
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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 disc…
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Hospitality Service Culture (with David Salcfas)
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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 innov…
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Motherhood in Hospitality - Mother's Day Special
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Step 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…
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Check it before you wreck it (Hotel Inspection)
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Join Michele Kline & Stephanie Leger for an engaging podcast episode where they delve into the intriguing world of hotel inspections! In this latest episode, they'll take you behind the scenes of a recent inspection, sharing invaluable insights and tools that ensure top-notch guest experiences. From the mantra "Check yourself before u wreck yoursel…
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When a Restaurant Experience Turns Bad (Part II)
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In the realm of hospitality, where every detail contributes to the guest experience, the trifecta of ambiance, communication, and service quality reigns supreme. From the moment guests step through the doors of a restaurant, they expect a seamless journey characterized by attentive service, transparent billing processes, and a dining experience tai…
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Training Back of the House Team Members in Customer Service
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In the bustling world of hospitality, where the success of a business hinges on the seamless orchestration of front-of-the-house and back-of-the-house operations, clear communication channels serve as the lifeblood of efficiency and customer satisfaction. By establishing transparent pathways for dialogue between these two crucial realms, businesses…
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The 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 us Website https://www.wtfwalkthefloors.com LinkedIn https://www…
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Marketing in Hospitality (with Susan Barry at Hive Marketing)
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28:49
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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? Guest Susan Barry https://www.linkedin.com/in/susandbarry/ Hive Marketing ht…
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Train Back of the House Team Member on Hospitality Customer Service
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Training back-of-the-house hospitality professionals on customer service is crucial for the success of any establishment. From kitchen staff to housekeeping, each role plays a vital part in creating a positive guest experience. Tailored training programs that recognize their unique responsibilities are essential. It's important to understand the sp…
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Hospitality Inspection Secrets: Deep Dive Back of House
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Michele Kline and Stephanie Leger share tips and tricks related to hotel back-of-the-house inspections. Follow us Website https://www.wtfwalkthefloors.com LinkedIn https://www.linkedin.com/company/wtf-walk-the-floors YouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6OyMDg Connect with the hosts on LinkedIn Michèle Kline https://www.linkedi…
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Rating Hospitality Digital Worthiness (with Khaled Koubaa at At Worthy)
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In this episode, we are joined by Khaled Koubaa, Founder of At Worthy, who uncovered an intriguing new method for rating hotels based on their digital transformation efforts. As we all know, technology is the future and it seems like that future is already here. It's fascinating to see how hotels are embracing digital transformation and utilizing t…
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As we celebrate International Women's Day, it's important to recognize that the latest trends hold different meanings for professional women, and they vary based on their unique experiences. From breaking glass ceilings to championing diversity and inclusion, there are common themes that unite us all. What does International Women's Day mean to you…
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Hotels are a complex business that requires round-the-clock operation and coordination among team members from various backgrounds and generations. So, how can we ensure that everyone is on the same page? One key area to focus on is the Front of the House. When inspecting this area, keep an eye out for key indicators of success, such as cleanliness…
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Hospitality Technology vs Clipboards (with Adam Tuttle at Yipy
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Join Michele Kline & Stephanie Leger to witness the ultimate battle between hospitality technology and clipboards. Who will come out on top? Our bet is on Yipy, the digital platform that's revolutionizing the inspection process. A special thanks to Adam Tuttle for sharing his expertise on how technology can enhance the inspection experience. Let's …
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How to build successful Food & Beverage Operations Inspections (With Cheri Roberts)
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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, h…
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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 exampl…
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On this second part of our luxury service series, we explore how to customize the guest experience to each individual, we look into partnerships and collaborations and more. What strategies are being employed to create a more personalized and exclusive stay for high-end clientele? How are luxury hospitality services collaborating with other high-en…
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What luxury trend in hospitality do you wish to see end in 2023? What trends do you anticipate emerging in luxury hospitality in 2024? This episode unfolds an enlightening conversation with hospitality experts Michele Kline, Stephanie Leger, Jason O. Raimondi, M.A., George Polyard, CCXP and Erika Solano, MBA. Adding to this topic, we discussed tech…
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Enhancing Personal Guest Experiences In Hospitality
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16:57
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Tips 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 us Website https://www.wtfwalkthefloors.com L…
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Why 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 us Website https://www.wtfwalkthefloors.com LinkedIn https://www.linkedin.com/company/wtf-walk-the-floors YouTube https://www.youtube.com/channel/UCWJvSeZmvlNH8eRHJ6…
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Don't Make 2024 the Same Ole Year in Hospitality
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12:37
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What 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 us Website https://www.wtfwalkthefloors.com LinkedIn https://www.linkedin.com/company/wtf-walk-the-floors YouTube https://www.youtube.co…
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On 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 att…
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Bringing Hospitality to the Retail Experience
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16:07
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Yes, you read it right. We are focusing on the retail space. You're welcome! In this episode, Stephanie Leger & Michele Kline discuss the many ways the brick & mortar retail space leaves valuable opportunities to create great experiences for consumers on the table. From what those opportunities are to tips on how to tackle them, this episode has it…
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How 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 us Website https://www.wtfwalkthefloors.com LinkedIn https://www.linkedin.com/company/wtf-walk-t…
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Ways To Enhance Your Hospitality Training
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In 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 us Websi…
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Digital Transformation in the Hospitality World (Guest Are Morch)
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22:19
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What is digital transformation? On this episode, #digitaltransformation coach Are Morch shares a very different perspective on this topic with hosts Stephanie Leger & Michele Kline. What if we started looking at technology from a human perspective? #wtfwalkthefloors #hospitalityindustry #dei #leadershipdevelopment Follow us Website https://www.wtfw…
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Hospitality Winter Travel WHOA Predictions
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10:39
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As 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 broadca…
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Inspiring the Hospitality Industry 100 times over
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Yes! This is not a typo! We have recorded 100 episodes so far. We have inspired you 100 times. We have been on the same page 100 times. We have shared stories 100 times. Launching a successful podcast takes more than a microphone and the courage to hit record. In this episode, Stephanie Leger & Michele Kline share their favorite episode stories as …
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"Corporate slavery, in hospitality" is there such a thing?
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What is corporate slavery in hospitality? It is a metaphor, of course. So, metaphorically speaking, is there such a thing as “corporate slavery”? In this episode, Stephanie Leger & Michele Kline address this matter. Have you ever worked for an organization where you felt you were JUST a number? (comment below; we want to hear from you). If you want…
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Hospitality inclusivity can go a long way
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We recognize National Disability Employment Awareness Month #NDEAM each October to commemorate the many contributions of people with disabilities to America's workplaces and economy. In this episode, Michele Kline & Stephanie Leger had 2 very special guests, Sarah Naumann & Amanda Shojaee, founders of In Good Company. They are a superpower duo who …
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Solo Travel Safety, sharing Hospitality Tricks
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18:30
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There 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. htt…
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Leading with Emotional Intelligence in the Hospitality Industry
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What 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 platfo…
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What 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 #workhappy Follow u…
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What is budget season?.. You might think: "It's the most cringe time of the year!" Why is it essential to make notes during the year instead of the last minute? In this episode, Stephanie Leger and Michele Kline provide tips for success during budget season. Follow us on any podcast platform and YouTube and learn more about our industry, organizati…
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As technology makes our operations easier, have you stopped and thought if you have a well-ironed process for when systems go down? In this episode, Stephanie Leger and Micheke Kline discuss what to do when systems go down and why training backup plans are essential to review frequently. Want to learn how to be more proactive? Tune into this episod…
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How Hedging Words Can Affect Your Communication In Hospitality
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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. Follow us W…
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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 update your room amenities? How …
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The Benefits of Networking in Hospitality
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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 neve…
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Converting OTA bookers to direct one in the hotel industry (Guest Sevket Seyalioglu)
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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 Miche…
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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…
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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.…
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