HOSPITALITY - Walk The Floors

Service Description

A 360 workshop that is transforming managers into influential organizational leaders, this training empowers mid-level managers (Leads, Supervisors, Managers, Directors) to cultivate hospitality. Crafted using real-life scenarios, these two industry veterans genuinely connect with their trainees. Perfect for leaders seeking to significantly impact the people they serve. Delivered in a fun, engaging and practical way, it creates a framework to take operations to the next level. Learn: 🍍COMMUNICATION A) SERVICE ETIQUETTE - "Back to basics – Behavior Standards that impact every department." - Foundation of knowledge - Body language - Communication etiquette - Executing a warm welcome & fond farewell B) ENGAGING COMMUNICATION - "Communication strategies for effective leadership - Win with effective communication." - Impact of poor communication - Speaking with purpose - Benefits of engaging with others efficiently - 5 Communication strategies for success 🍍OWNERSHIP A) AUTHENTIC SERVICE - "Creating value for your customers – When your words and actions match." - Be yourself, not robotic - Enliven the five senses - Steps of Anticipation - Putting yourself in the guest's shoes B) ATTITUDE & ACCOUNTABILITY - "The secret sauce to high performance - Powering up your growth mindset!" - Attitude and the role it plays - Discovering accountability - The victim cycle - 5 Steps to accountable teams 🍍ACTION TAKING: A) FAILURE RECOVERY - "Righting the service wrongs – Converting dissatisfied guests to loyal customers." - Acknowledging guest feelings are facts - How to display empathy - Delivering empowerment - How to assess service breakdowns B) GOAL EXECUTION - "The formula to take team goals to the finish line – Turning teams from goal-setters to goal-attainers!" - The challenge behind strategy - Defining THE goal - What moves the needle - Keeping score & staying accountable After this program, your team will feel compelled to create opportunities to provide memorable guest and team member experiences as part of their personal mission. Duration: 8 hours Platform: In-person or Virtually Facilitators: Michele Kline & Stephanie Leger Experts in service quality assurance & training facilitation, Michele & Stephanie have been enhancing service, inspiring leaders and developing employees in the hospitality industry for over 20 years. ----- To bring this program to your organization, book a 30 minutes discovery call by selecting "Book Now".

Cancellation Policy

Confidentiality: It is essential to our coaching relationship that you can be open and share honestly. Our conversations are entirely confidential, unless the release of information is otherwise authorized or requested by you, you have indicated you plan to do harm to yourself or others, or the release of information is required by law. Sessions will not be recorded or released at any time. Changes/Cancellations: For one-on-one services, we will work with you if you need to reschedule as our schedule allows. Please let us know 48 hours in advance about any changes you need to make. Sessions cancelled or rescheduled within the 48 hour timeframe will be charged at 100% . For group sessions cancellations are not refundable. If you purchase a membership that is debited monthly, you can cancel it at any time and will not be billed from that point forward. Refunds: Due to the nature of the process, results cannot be guaranteed therefore all services are non-refundable. Billing/Payments: Packages, Plans & Memberships are automatically debited from a credit card you designate upon booking. Other services invoices individually can be paid via Venmo or Zelle or via credit card upon receiving the invoice. By proceeding, you agree to the terms detailed above.

Contact Details