Michèle C. Kline

President & Founder - Leadership & Performance Coach at Kline Hospitality Consulting LLC
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Contact Information
Location
US
Languages
  • English Native or bilingual proficiency
  • Spanish Native or bilingual proficiency
  • French Elementary proficiency
  • Portuguese Elementary proficiency

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5.0

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I had the pleasure to both work with Michele and also to learn from Michele. As a colleague, Michele has proved to be an outstanding and reliable leader who will always make sure achievements happened and expectations were met. As a mentor, Michele has provided me with the best professional resources to achieve both my personal and professional goals. She has guided me towards what I want to be and how I want it to happen, she has been an example of a resilient and forward thinking woman who knows what she wants and what she doesn’t. I really admire her and regards her and one for of the strongest women I have ever met. Beautiful person, resilient woman, amazing professional.

Dave Campbell

I have never worked with a Leadership coach until I enrolled with Michele's program. I was very nervous at first based on that I wasn't sure what to expect from a program like this, and it has been great! Michele has a wealth of knowledge and her assignments/sessions have helped me break through road blocks as it relates to confidence, targeting the right roles, understanding cultural fits on a deeper level for leadership roles, and changing my perspective on interview processes. She is straight forward and keeps me accountable to my areas of "change" I wanted to address through her program. It has been a ground breaking experience for me on all levels, and her support has allowed me to challenge several of my own thought processes and habits, which I am grateful for. She understands all aspects of leadership and operations from her years of experience in hospitality and tourism sector. She is involved and holds me accountable to the assignments, benchmarks, and overall processes one experiences when stepping into a program like this. I look forward to my sessions, where I can talk about wins, but more importantly, I really look forward to talking about working through my "own road blocks in leadership" and finding ways to adapt and overcome. She is a great mentor, coach, and human being. If you are thinking about enrolling in a program like this, Michele's has helped me in far more ways than I can write a review about. I only wish I had done this sooner.

Armena Ballard

I have had the pleasure of working with Michele for nearly two years. During this time, we've worked on a number of projects together. Michele takes pride in her work and is always reliable, diligent, and willing to help. As someone who works in a different department, I see how she is a motivating force for her associates and direct reports, a role model, and deeply invested in the success of her team members and women in the industry. She's an asset to any team.

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Credentials

  • Certified Coach, Speaker & Trainer
    Maxwell Leadership
    Mar, 2022
    - Sep, 2024
  • Certified Team Member
    Maxwell Leadership
    Mar, 2022
    - Sep, 2024
  • Certified Public Speaker
    ExpertRating Inc.
    Dec, 2021
    - Sep, 2024
  • Certified Guest Services Professional
    American Hotel & Lodging Association
    Jun, 2018
    - Sep, 2024
  • Gold MSPA Certification
    Mystery Shopping Providers Association
    Jul, 2015
    - Sep, 2024
  • Certified Business Analyst
    ExpertRating Solutions
  • Certified Life Coach
    New Skills Academy
  • Certified Master Life Coach
    ExpertRating Inc.
  • Certified Six Sigma Green Belt
    ExpertRating Inc.
  • Certified in Human Resource Management
    ExpertRating Solutions
  • Certified in Kaizen Management
    ExpertRating Solutions
  • Certified in Restaurant Management
    Serve-Safe Food Hygiene Training Services Pty Ltd
  • Certified in Selling Skills
    ExpertRating Solutions
  • Certified in Total Quality Management
    ExpertRating Inc.
  • Hazard Communication Awareness
    OSHA Safety Training Institute
  • Janitors, Custodians and Housekeepers Awareness
    OSHA Safety Training Institute
  • Progressive Discipline in the Work Environment
    Eldorado Resorts, Inc.
  • Respiratory Protection Awareness
    OSHA Safety Training Institute
  • Supervisory Communication with non-english speaking employees
    OSHA Safety Training Institute

Experience

    • President & Founder - Leadership & Performance Coach
      • Apr 2010 - Present

      We help leaders execute on their vision, through transformational Coaching for Businesses & Professionals... the Hospitality way! Our journey began in 2010, inspiring professionals to grow by empowering them to lead with the right approach. When inspired, professionals feel energized and motivated to be their best. Our impact is, since then, on a global level & across all industries. We are passionate for strengthening operating procedures, ensuring the receptivity of digital transformation, enhancing company culture & leadership development. In our quest to help businesses and people grow, we equip leaders with tools to improve the quality of their service, financial performance and personal growth. We nurture a desire for improvement and self-development through methodologies, understanding and enlightenment. SOLUTIONS: Organizational Coaching - especially good for organizations seeking cultural change. Fostering positive systemic transformation, we focus on helping organizations achieve strategic objectives, adapt to change, enhance leadership capability, and create culture change. Our cycle includes three stages: 1) Assess: • Brand Standards Audits & Performance Assessments • Internal & External Image Assessments • Strategic Sourcing & Digital Transformation 2) Target: • Process Improvement • Strategic Advisory & Professional Coaching • Workplace Culture Transformation 3) Sustain: • Training Facilitation (In-Person & Virtual) • Online Professional Development Courses • Custom Corporate Training Programs Personal Coaching - a 1:1 or group approach for professionals to gain clarity and produce change. Centered around effective communication skills, efficiency in processes, organization skills enhancement, project planning, business strategy, fine-tuning the decision-making process and understanding the impact of different leadership styles. Coaching accelerates growth and keeps people accountable! POWERED BY PASSION, STRIVING FOR EXCELLENCE! Show less

    • Ireland
    • Wellness and Fitness Services
    • Co-Founder & Creator of Transformation
      • May 2022 - Present

      At We THRIVE we aim to connect, empower and transform Women from all walks of life; by designing an environment where trust, wellness, leadership, and the love for living a fuller life; are represented in everything we do. We recognize that people need to connect with themselves and with each other, more today than ever before. We host events where we have rich discussions over trending topics, while sharing best practices and supporting each other. As a result, we all collectively grow! At We THRIVE, we believe that all areas of our lives are connected, and to live happily, we must fuel those areas alike. ​We organize outings, where we create memorable and transformational experiences together. We THRIVE is not a networking platform; it is a genuine circle of friends willing to collaborate with each other and live a fuller life. For this reason, we welcome Women (and anyone who feels like on) from all industries, titles, professions and backgrounds. We believe that the more diverse the group, the richer the conversation. Show less

    • United States
    • Hospitality
    • Co-Founder & Leadership Coach
      • Nov 2021 - Present

      At WTF! Walk The Floors, we are committed to cultivating hospitality. We train hospitality driven professionals, on the impact that being engaged and involved in their daily operation can bring to those they serve. We equip teams with the tools they need to start operating in a genuine way, through our fun, engaging and impactful full-day training program. We create a framework and build a platform that takes operations to the next level. We convey our message around the topics of: 🍍 Service Etiquette 🍍 Engaging Communication 🍍 Authentic Service 🍍 Attitude & Accountability 🍍 Failure Recovery 🍍 Goal Execution As part of our promise to delivery training in a way that is meaningful, we host a podcast weekly, where we share mouth-opening stories to set the tone and educate our audience on how to cultivate hospitality. (Our podcast is on YouTube and all major podcast stations) Show less

    • United States
    • Hospitality
    • 1 - 100 Employee
    • Faculty - Hotel Operations
      • May 2021 - Present

      TISOH’s course content, for each diploma and certificate offering, is predominantly task-oriented and practical, so that learning parallels the duties and responsibilities of industry incumbents. TISOH trains individuals using hands-on approaches that are applicable to specific industry jobs and professions, as opposed to traditional degree-focused pedagogical methods. TISOH’s core mission of quality service and professionalism, consistent with the hospitality industry’s standards, is a key component of all TISOH’s certificate and diploma offerings. Our staff and industry professional instructors set appropriate examples by interacting with students, and each other, in the spirit of hospitality. Our Vision: An Investment with Great Returns Purpose: Since 2005, TISOH has been offering career-focused, practical training to individuals looking to enter into, or advance within, the hospitality industry. Practical: TISOH provides practical training from credentialed industry professionals Flexible: TISOH offers a learning format for everyone – Classroom (Remote during COVID-19) or Online Comprehensive: Courses integrate theory, practice and off-site learning Inclusive: TISOH offers programs suitable for a wide range of students- from entry-level to rising stars in hospitality Two ways to graduate: TISOH offers industry-recognized diplomas and certificates Show less

    • Chief Operating Officer
      • Mar 2020 - Jun 2021

      Responsible for leading all day-to-day operations, while serving as second in command, I provided strategic advice to the CEO & executed on the vision. I developed new business opportunities in various segments of the industry & worked closely with CFO to create budgets & ensure financial objectives were met. Developed & implemented strategies, procedures & business plans to ensure company growth. Worked closely with the Senior Leadership Team to set company performance goals & developed corrective action plans, all while providing high levels of service to our customers. Cultivated & provided opportunities for rising talents within the organization. (Areas of service: Hotel, Food & Beverage & Logistics) • Achieved a 150% growth during the collapse of the hospitality industry in 2020 without external funding • Inspired a team of 30 corporate leaders to become dynamic & responsive resulting in increased profits in times of global disruption • Achieved 360 cultural change through implementation of new policies, processes & procedures which enhanced employee satisfaction & engagement resulting in a 92% increase in employee retention, while improving customer relations & visibility • Created & facilitated 7 leadership development programs & infinite breakthrough conversations to stay focused on the bigger picture • Implemented a robust DE&I program, resulting in achieving gender equality in pay & title, with an inclusive environment embracing ethnic & disability differences • Motivated sales team to think creatively & tackle new verticals, while implementing a CRM system with measurable goals • Lead the implementation of a HCM System, from sourcing to implementation, which increased HR’s productivity by 70% • Guided marketing Team to initiate community service campaigns, impacting first responders • Lead the organization's re-branding resulting in a 35% increase in new business & an international multi-property contract Show less

    • United States
    • Hospitality
    • 1 - 100 Employee
    • Resorts Area General Manager
      • Jun 2019 - Mar 2020

      Responsible for all aspects of the operations of three resorts. (Areas of service: Tahiti Resort, Club de Soleil I and Club de Soleil II) • Aligned operations, resulting in meeting multi-million-dollar budget by year end • Increased customer service scores within first two months, showing historically unprecedented results • Completed luxury 180-unit renovation and launched marketing campaign which yielded increased occupancy and a 30% improvement in average daily rate • Developed a Team of Leaders who now gets results through motivation and engagement of the workforce, decreasing turnover by 85% • Bridged interdepartmental gaps which enables flow within entities as well as promotes trust, resulting in a noticeable increase in productivity • Improved vendor partnerships and created a global purchasing program • Chairperson of the Employee Engagement Committee, in-charge of all initiatives related to increasing Team Member engagement, clearly communicating Company Culture and the design of Team Member recognition programs • Member of the Care for a Cause Committee, dedicated to philanthropic events and community involvement Show less

    • United States
    • Gambling Facilities and Casinos
    • 100 - 200 Employee
    • Human Resources Business Partner
      • Sep 2018 - Jun 2019

      Promoting employee welfare through relationship building, conflict resolution, team building and partnership. Building a strong foundation for team members, management and collective bargaining units, to ensure there is harmony and productivity. (Areas of service: Hotel, Food & Beverage, Surveillance, Security, Facilities, Casino Operations, Pool Operations, Reservations, Sales, Housekeeping & EVS) • Responsible for aligning business objectives with employees and management in all business units (1.5K+ employees) • Responsible for putting into place the HR Strategic Plan for the resort; lead the tracking, reporting, and completion of initiatives to support the plan • Provided expertise in process improvement initiatives to address business process gaps; recommend new approaches and procedural changes, leading to increased productivity and happier team members • Supported the execution of engagement and recognition programs on a national level • Managed and resolved complex employee relations matters, to include reaching win-win scenarios with all unions • Conducted 50+ effective, thorough, and objective investigations, from due diligence process to resolution • Provided guidance and input on restructures and workforce planning, with operations expertise • Identified executive leadership training needs & developed learning programs, which were rolled out on a national level • Partnered with leadership, to drive the implementation of learning strategies and training plans, providing support to facilitate training, tracking, metrics, and results • Served as a consultant to operations leaders on all human resource-related issues and employee relations matters • Successfully lead 6 organization’s community outreach initiatives & events • Selected to participate in the “Women Leading Penn” closed-group Show less

    • United States
    • Facilities Services
    • 300 - 400 Employee
    • Vice President of Operations - Western Division
      • Sep 2015 - Mar 2018

      Managing operations in gaming & non-gaming hotels, resorts and time shares. Responsible for client & guest relations, talent acquisition, leadership development, employee relations, team members engagement, policies compliance. Responsible for negotiating new contracts, collecting bargaining agreements and vendor agreements within the division. (Services provided: turn-key management of departments such as Housekeeping, Public Areas/EVS, Outside Maintenance, Banquets, Valet, Stewarding. Managing 65M in annual revenue, improved region’s profitability by 25% on the first year • Sales: Increased region’s revenue by 7% year over year in new business and 18% in organic growth • Business Process Improvement: Developed technical solutions to business problems and was highly involved in the implementation and result tracking. Increased customer service scores in every property, to exceed targeted goal. Provided analytics, operational observations and strategies which supported the execution of goals to improve company performance in accordance with all company standards, policies and procedures • HR: Employee Relations/Talent Acquisition/Retention. Created strategic plans, to include the design, administration and implementation of HR roadmaps for all HR related fields, policies and procedures. Personally handled Executive recruiting within the division. Responsible for all investigations and approvals of all terminations • Risk Management: Actively involved in the development of all Risk Management and Safety programs at a corporate level, implementation, training and control • L&D: Participated in the creation and enhancement of all SOP manuals and Quality Assurance Audit program at a corporate level, implementation and training • Actively involved in marketing and social media initiatives at a corporate level Show less

    • Director of Operations - Southwestern Division
      • Aug 2011 - Jun 2014

      Responsible for the daily operations in gaming & non-gaming hotels, resorts and time shares. Managing client & guest relations, talent acquisition, leadership development, employee engagement, policies compliance. Responsible for negotiating new contracts, collecting bargaining agreements and vendor agreements within the division. Extremely involved hands-on in all aspects of the operation. (Services provided: turn-key management of departments such as Housekeeping, Public Areas/EVS, Outside Maintenance, Banquets, Valet, Stewarding. Brands serviced: Caesars Entertainment, Affinity Gaming, Hyatt Regency, Hyatt Grand Vacation, among others) Show less

    • Argentina
    • Hospitality
    • 1 - 100 Employee
    • Executive Consultant
      • Nov 2010 - Aug 2011

      Service Quality Training is a consulting firm specialized in the Hospitality & Service Industries. During my role as a Senior Consultant, I serviced Park Hyatt, Sofitel, Hilton, Hotel Madero, Los Cauquenes Hotel, among others) (Areas of service: Hotel, F&B and High-end retail - Latin America) Services provided: • Talent Acquisition & Executive Recruiting • Service Quality Evaluations & Brand Standard Audits • In-house Training Service Quality Training is a consulting firm specialized in the Hospitality & Service Industries. During my role as a Senior Consultant, I serviced Park Hyatt, Sofitel, Hilton, Hotel Madero, Los Cauquenes Hotel, among others) (Areas of service: Hotel, F&B and High-end retail - Latin America) Services provided: • Talent Acquisition & Executive Recruiting • Service Quality Evaluations & Brand Standard Audits • In-house Training

    • United States
    • Hospitality
    • 100 - 200 Employee
    • General Manager - Cafe Operations
      • Aug 2010 - Nov 2010

      Joined the team temporarily to assist with the analysis of underperforming operations, with the objective of restructuring the department and incrementing customer satisfaction and revenue. Ensuring all policies and procedures, Health Department and OSHA compliance were met. (Department restructured: Food & Beverage) • Increased sales by 40% in 40 days • Improved customer satisfaction index from 66% to 92% in 40 days • Reduced operational expenses by 38% in 30 days Joined the team temporarily to assist with the analysis of underperforming operations, with the objective of restructuring the department and incrementing customer satisfaction and revenue. Ensuring all policies and procedures, Health Department and OSHA compliance were met. (Department restructured: Food & Beverage) • Increased sales by 40% in 40 days • Improved customer satisfaction index from 66% to 92% in 40 days • Reduced operational expenses by 38% in 30 days

    • Director of Operations & Corporate Trainer
      • Feb 2008 - Mar 2010

      Specialized in Hospitality Management. Started career in HR and was promoted to Director of Operations. In-charge of managing the operations, developing new customers and increasing business through long-term partnerships. Fostered an environment in which customers/guest enjoyed exceptional service and employees were highly motivated, resulting in incomparably low turnover.(Services provided: turn-key management of heart of the house departments such as housekeeping, public areas, outside maintenance, banquets, valet, stewarding, for Caesars Entertainment, Pinnacle Entertainment, Wyndham Vacation Resorts, Diamond Resorts, Hyatt, InterContinental, among others)• o Managed a region that grew 200% in annual revenue, in a period of 2 years, with an average of 38% monthly profito Elevated guest-satisfaction index from 67% to 98% within 18 monthso Ensured the fast resolution of customer/guest complaints, to preserve customer loyalty while complying with company policieso Key Groundbreaker for pre-opening/opening projects, leading up to bringing the new business to a sustainable budgeto Corporate Internal & External Communications Leader. Founder and creator of In-Brief corporate newslettero Created OSHA compliance safety programs and policies in compliance with Health Departments nationwide, and performed audits on a corporate level Show less

    • Area Manager
      • Mar 2006 - Feb 2008

      Responsible for the daily operations and financial results of all properties within the Lake Tahoe and Reno areas.

    • Operations Manager
      • Feb 2004 - Mar 2006

      In-charge of the daily EVS, PAD and Stewarding operations at Harrah's and Harvey's Lake Tahoe.

    • Shift Manager
      • Jun 2003 - Feb 2004

      Day Shift Manager

    • HR Generalist & Talent Acquisition Manager
      • Aug 2002 - Jun 2003

    • Assistant General Manager - Catering & Restaurant Operations
      • Dec 2001 - Nov 2002

      Provided strategic leadership and assistance in overseeing catering and restaurant operations. Managed the restaurant on daily basis. o Lead a successful team which constantly strove for the best guest experience, increasing customer satisfaction rates by 38% within the first 60 days o Constantly seeking ways to achieve higher revenues and profits, increased profitability by 28% in 3 months o Responsible for hiring, scheduling, training, budgeting, ordering and inventory o Increased employee retention by 65% o Developed and oversaw all catering and restaurant beverage training and sales incentives for team members. Created SOP manuals for every position and put in place a quarterly refresher training program o Established, implemented and enforced catering & restaurant policies and procedures o Assisted the on-site bakery in repeated occasions, organizing, delegating and inspecting tasks Show less

Education

  • UADE Business School
    Licenciate, Public & Institutional Relations, Advertising, and Applied Communication
    1997 - 1999
  • UWC Atlantic College
    International Baccalaureate, Language & Literature
    1995 - 1996
  • St. Catherine's Moorlands School
    Bilingual Baccalaureate, Literature and Science
    1985 - 1996

Community

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