HOSPITALITY - Walk The Floors
Enhance COMMUNICATION, acquire a sense of OWNERSHIP and TAKE ACTION to reach sustainable success!
Service Description
This workshop 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 Trust and confidentiality are essential to our work together. Information shared during individual coaching will remain confidential to the extent reasonably possible and permitted by law. Information may be disclosed when authorized by you, required by law, or reasonably necessary to address a serious risk of harm. Additional confidentiality considerations may apply to minors and organizationally sponsored coaching. Sessions may not be recorded, transcribed, livestreamed, or captured using AI or automated meeting assistants without prior consent. Changes, Cancellations & Late Arrivals One-on-One Coaching: I understand that schedules change. If you need to reschedule or cancel, please provide at least 24 hours’ notice. Changes made with less than 24 hours’ notice may be considered a used session and are not guaranteed a replacement session or credit. Missed appointments without prior notice are forfeited. If you arrive late, we’ll make the most of the time remaining, but your session will still end at the originally scheduled time. If you are more than 15 minutes late without communication, the session may be considered a missed appointment. Group Coaching: Missed sessions cannot be individually rescheduled or refunded unless otherwise specified. Workshops, Training & Team Engagements: Requests to reschedule will be considered up to 15 days prior to the scheduled date unless otherwise agreed. Additional expenses resulting from a client-requested change remain the client’s responsibility. Cancellations & Refunds Unless otherwise agreed in writing, payments for services are non-refundable. While services are designed to support meaningful development and performance, specific results cannot be guaranteed. By proceeding with your booking, you acknowledge and agree to these terms. Additional terms may apply based on your specific service or engagement.
Contact Details
info@klinehospitality.com
Summerlin, Las Vegas, NV, USA