151 episodes

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” moments they have experienced throughout their careers and openly talk about it. We are committed to NEVER revealing the name of a property or employee, nor putting a brand at risk. WTF was born out of Stephanie’s & Michèle’s passion for high-quality service, a solid brand representation and training made fun! We believe that even though the hospitality industry can be extremely demanding, there is a ton of fun in it and they want to bring some of that to you. And why not, at the same time, point out some of those areas where opportunities are missed and service can be enhanced. Follow their episodes as they embark on weekly training journeys while utilizing real-life experiences while they set the stage.
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WTF! Walk The Floors Podcast- All Things Hospitality Training Michele Kline and Stephanie Leger

    • Education
    • 4.0 • 4 Ratings

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” moments they have experienced throughout their careers and openly talk about it. We are committed to NEVER revealing the name of a property or employee, nor putting a brand at risk. WTF was born out of Stephanie’s & Michèle’s passion for high-quality service, a solid brand representation and training made fun! We believe that even though the hospitality industry can be extremely demanding, there is a ton of fun in it and they want to bring some of that to you. And why not, at the same time, point out some of those areas where opportunities are missed and service can be enhanced. Follow their episodes as they embark on weekly training journeys while utilizing real-life experiences while they set the stage.
Hosted on Acast. See acast.com/privacy for more information.

    Employee Benefits the Hospitality Way (with Hector Cervantes)

    Employee 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 legal issues and maintain regulatory compliance.
    > Adaptation to Trends: Understanding and meeting industry expectations keeps you ahead of trends and adapts your services to evolving needs.
    On this episode, Michele Kline and Stephanie Leger had a conversation with Hector Cervantes from Cragin & Pike, who serves the hospitality industry by exploring employee benefits that make sense! He enlightens us on how to drive our industry's specific needs.
    Follow Our Guest
    Hector Cervantes https://www.linkedin.com/in/imhectorcervantes
    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.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/

    Hosted on Acast. See acast.com/privacy for more information.

    • 26 min
    Bridging the Gap Between Standards & Improvement (Part II)

    Bridging 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.
    Whether you're a seasoned industry professional or just curious about the inner workings of hospitality management, this episode promises valuable perspectives to help propel businesses forward. Join us in exploring these dynamic strategies for success!
    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.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/

    Hosted on Acast. See acast.com/privacy for more information.

    • 10 min
    Bridging the Gap Between Standards Audits & Improvement (Part I)

    Bridging 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 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.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/

    Hosted on Acast. See acast.com/privacy for more information.

    • 12 min
    Hospitality Service Culture (with David Salcfas)

    Hospitality 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 motivate teams to deliver exceptional guest experiences.
    Whether you're a seasoned hotelier, aspiring leader, or simply curious about the secrets behind outstanding service, this episode promises to be both enlightening and inspiring. Tune in to uncover the keys to cultivating a thriving service culture from someone at the forefront of hospitality excellence. Subscribe now to our podcast—you won't want to miss this engaging conversation with David Salcfas!
    Follow guest
    David Salcfas https://www.linkedin.com/in/davidsalcfas
    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.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/

    Hosted on Acast. See acast.com/privacy for more information.

    • 23 min
    Motherhood in Hospitality - Mother's Day Special

    Motherhood in Hospitality - Mother's Day Special

    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 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 with a career in hospitality—an industry that thrives on personal interactions. We uncover strategies for managing the anxieties and guilt that often accompany this juggling act, especially for new moms. 
    While experts suggest that "having it all" may not be feasible, we believe that with effective organization and a supportive network, women can achieve remarkable success in both realms. It's about making intentional choices and finding our voice amidst the chaos. Together, let's challenge traditional notions of motherhood and embrace the messy, authentic realities that make this journey so profound. 

    Guests
    Melissa Aarskaug https://www.linkedin.com/in/melissa-aarskaug
    Lauryn Reynolds https://www.linkedin.com/in/lauryn-reynolds-301883120
    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.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/

    Hosted on Acast. See acast.com/privacy for more information.

    • 24 min
    Check it before you wreck it (Hotel Inspection)

    Check it before you wreck it (Hotel Inspection)

    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 yourself" to the innovative use of technology, meticulous signage, impeccably styled employee uniforms, and more, we explore the key elements that make or break a hotel's reputation. Whether you're a hospitality professional, a curious traveler, or simply interested in the inner workings of the industry, this episode promises eye-opening discussions and practical takeaways. T
    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.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/

    Hosted on Acast. See acast.com/privacy for more information.

    • 14 min
  • © Copyright 2022 Michele Kline and Stephanie Leger

Customer Reviews

4.0 out of 5
4 Ratings

4 Ratings

wilslickers ,

Amazing and practical!

These ladies just bring the best stuff to their show! Love this show!

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