Kline Hospitality was born from Michele Kline’s passion for elevating service quality,
driving performance and fostering leadership development. Using the principles she
developed for her book 360° IMPACT, Michele coaches hospitality professionals on how
to effectively lead and serve in a market that’s more diverse and demanding than ever.
BT: You have a new book, 360° Impact: A Guide to Live, Lead, and Serve in a More Colorful World! Tell us what inspired you to write this.
MK: For years, I’ve been neck-deep in the world of leadership, peeling back its layers like an onion—sometimes crying, sometimes laughing, but always learning. Along the way, I noticed a glaring gap: leaders needed a guide that wasn’t buried in jargon or weighed down by endless theory. They needed something practical, inspiring, and ready to use—like a Swiss Army knife for leadership challenges.
That’s where 360° Impact: A Guide to Live, Lead, and Serve in a More Colorful World! comes in. This book is a leadership manual; a toolkit packed with everything I wish I had when I was figuring it all out. It’s equal parts theory (in digestible bites) and hands-on reflection pieces to help readers not just think like leaders but act like them. To my knowledge, no other book hits this sweet spot—offering both the “why” and the “how” without turning into a sleep aid.
At its core, this book is my way of sharing everything I’ve learned—through the triumphs, the missteps, and the “well, that didn’t go as planned” moments. It’s a guide for building stronger leaders, teams, and communities while reconnecting with what truly matters: ourselves, our purpose, and the people around us. It’s leadership, but with a splash of color and a lot more heart.
BT: What motivated you to start Kline Hospitality Consulting?
MK: What motivated me to start Kline Hospitality was an unshakable passion for transformation—turning chaos into clarity, inefficiency into excellence, and “meh” leaders into memorable ones. Back in 2010, I saw an opportunity to bring a fresh perspective to the Hospitality and Service industries, focusing on strengthening operational procedures, elevating company culture, and, most importantly, helping leaders grow beyond just barking orders and writing emails with too many exclamation marks.
I’ve always believed that the heart of any successful business is its people. Without them, you’ve got a very expensive empty building. With that in mind, I set out to create a boutique consulting firm that didn’t just fix broken processes but fostered environments where employees could actually thrive—not just survive the Monday blues. Over the years, as the buzzword “hospitality” started sneaking into other industries, Kline Hospitality’s reach grew too. Suddenly, everyone wanted to run their business the “hospitality way,” and I was happy to help them bring empathy, connection, and genuine care to their operations.
What keeps me going is the belief that leadership isn’t about being the boss; it’s about inspiring others to be their best. Through coaching, training, and workshops, I work to help individuals and teams unlock their potential, achieve breakthroughs, and maybe even stop dreading their morning meetings. At its core, Kline Hospitality is about creating meaningful connections, sparking a-ha moments, and empowering people to lead with vision, purpose, and maybe even a little joy.
Starting this journey was never about just fixing businesses—it was about improving the lives of the people behind them. That mission continues to light my fire.
BT: What are the most important lessons you learned in your growth in being a woman-owned business, (especially being from Argentina)? In hospitality and life?
MK: Being a woman-owned business, especially as an Argentinian immigrant in the hospitality industry, has been an incredible journey filled with profound lessons about resilience, adaptability, and the power of authenticity. Let’s face it—breaking the glass ceiling is tough enough without the added challenge of doing it with an accent. But I’ve learned that embracing my uniqueness is not just empowering—it’s my superpower.
One of the most important lessons I’ve learned is that challenges are inevitable, but they’re also opportunities for growth. As a woman and an immigrant, I’ve faced my share of biases, doubts, and moments where I had to prove I belonged in the room—even when I was the one running it! Each obstacle taught me the importance of staying true to myself, my values, and my voice. It’s about showing up authentically, even when the odds aren’t in your favor, and recognizing that what makes you different is often your greatest strength.
Another critical lesson is the importance of building meaningful connections. Hospitality, at its core, is about people—whether it’s your team, your clients, or your community. I’ve learned that fostering genuine relationships, guided by empathy and understanding, is the foundation of success, both in business and in life. And, let’s be honest, no one does warmth and connection like someone with an Argentinian flair for conversation and a knack for bringing people together.
Growing up in Argentina also shaped my approach. In a culture that values resilience, creativity, and warmth, I learned early on how to be resourceful and think outside the box—skills that have been invaluable in navigating the dynamic and ever-changing world of hospitality.
Finally, I’ve discovered that leadership isn’t just about driving results; it’s about inspiring others to see their potential and thrive. This realization has influenced every aspect of my work, from coaching leaders to cultivating a culture of growth and purpose within my own business.
Whether it’s breaking ceilings or smashing stereotypes, staying grounded in your purpose while embracing change and challenges with courage and optimism is what truly drives meaningful growth—in life and in business.
BT: How did you develop your framework for hospitality coaching? What inspired the lessons and skills you teach?
MK: My framework for hospitality coaching was born from a career spent on the frontlines of the industry, where I quickly became known as the “fixer.” I was the one who would step in to troubleshoot problems, improve processes, and guide teams through challenges. These experiences, combined with my background in Kaizen and total quality management, gave me a deep understanding of the importance of continuous improvement and the impact of well-structured systems on both people and outcomes.
Years of observing what worked—and what didn’t—shaped my desire to create a coaching framework rooted in practical, real-world solutions. I saw firsthand that leadership isn’t just about solving immediate problems; it’s about building systems and cultures that prevent those problems from recurring. My passion for process improvement inspired me to design coaching strategies that not only address current challenges but also empower leaders and teams to create sustainable success.
The lessons and skills I teach are also inspired by the dynamic nature of hospitality. This industry is about more than delivering excellent service—it’s about creating meaningful experiences for both guests and employees. I realized that the key to achieving this lies in leadership development, clear communication, and a culture that values people.
My coaching framework blends these elements with methodologies like Kaizen’s focus on small, incremental improvements and Total Quality Management’s emphasis on excellence across all areas. It’s designed to equip leaders with tools to align their teams, enhance operations, and foster environments where everyone thrives.
Ultimately, my framework reflects the lessons I’ve learned in the field: the power of continuous improvement, the importance of empathetic leadership, and the transformative impact of aligning people, processes, and purpose.
BT: Why do you believe so strongly in hands-on and engaged leadership, rather than leading from behind a desk?
MK: Because leading from behind a desk is like trying to coach a soccer game from the bleachers—you can yell all you want, but no one’s going to hear you over the noise, and the game will carry on without you! Leadership isn’t a spectator sport. It’s about being on the field, in the thick of it, understanding what your team needs, what your customers need, what your product looks and feels like, and showing everyone you serve that you’re invested in their experience.
Hands-on and engaged leadership works because it creates trust. When you roll up your sleeves and join your team, they see that you’re not just delegating—you’re leading by example. Plus, let’s be honest, how else are you going to catch the little things that need fixing? You can’t spot a leaky faucet—or a leaky process—if you’re stuck behind a desk shuffling papers all day.
Also, the best insights come when you’re engaged. You can’t feel the pulse of your team or truly understand what they’re up against unless you’re out there with them. It’s like trying to taste-test a recipe without leaving your office—you’re going to miss the magic.
So, yes, I believe in hands-on leadership because it’s practical, impactful, and, frankly, way more fun. Desks are great for paperwork, but leadership? That’s meant to happen where the action is.
BT: What is the best piece of advice you can give to the owner or manager of a hospitality business?
MK: The best piece of advice I can give to the owner or manager of a hospitality business is this: Take care of your people, and they’ll take care of your guests—but it starts with taking care of yourself first. You can’t lead effectively if you’re running on empty. Know when to put your own mask on, so you can better help others.
Self-care isn’t selfish (say it with me!); it’s necessary to show up as the best version of yourself for your team!
Once you’re in a good place, focus on your people. Invest in their growth, communicate with them authentically, and show them that their contributions matter. And don’t just lead from a distance—get in the trenches with them. Understand their challenges, celebrate their wins, and make sure they feel valued every step of the way.
Hospitality is a people-driven business, and happy employees lead to happy guests!
Oh, and one more thing: never underestimate the power of a well-timed “how can I help?” Remember, most of the time it’s the little things that make a big impact. A heartfelt thank-you note, celebrating milestones, or simply asking, “How can I support you today?” can create a ripple effect of positivity that benefits your whole organization.
So, take care of you, take care of them, and watch your business thrive.
BT: You’ve won many awards. Which one has meant the most to you?
Every award I’ve received holds a special place in my heart because each one represents a moment of recognition and validation—not just for me, but for the work I’m so passionate about. Feeling recognized is incredibly powerful; it reminds us that our efforts make a difference and inspires us to keep striving for excellence. Each award reflects the incredible people I’ve worked with, the lives I’ve impacted, and the opportunities I’ve been given and created (keyword) to make a difference.
If I absolutely had to choose one, it would be the Women in Lodging of the Year award I received in 2023 from the Nevada Hotel & Lodging Association. This one was extra special. For starters, years ago, I was a little fish in a giant pond, just trying to navigate my way in an industry that wasn’t always the most welcoming to women leaders. Seeing this accomplishment recognized after years of advocating for women’s support in the workplace and the importance of having a seat at the table was deeply meaningful. Although we’ve made great progress, we still have work to do, and it takes every voice to continue creating awareness and driving change. It’s not about competing with men; it’s about amplifying the importance of a diverse workforce at every level of the organization.
What made this award even more special was that it felt like a celebration for every woman in our industry. When I received it, I wasn’t just celebrating my own journey—I was honoring all the incredible women who are part of this field. It was a recognition for us all, a moment to shine a light on how far we’ve come together.
And like all my awards, this one was a surprise, too! There’s nothing quite like hearing your name announced and thinking, “Wait! Did they really say my name?” It’s a mix of joy, gratitude, and maybe a pinch of disbelief, but it’s a feeling that reminds me why I keep showing up, advocating, and pushing for progress.
BT: What is one professional goal you still wish to achieve?
One professional goal I still wish to achieve is to create a better, more inclusive world—not just for my kids but for future generations. At this stage in my life, that means advocating for living an integrated life, where all aspects of who we are—work, passions, relationships, and rest—flow together seamlessly. I believe we need to move beyond the traditional concept of work-life balance, which feels too divided, and embrace a more holistic approach to life.
Additionally, I am deeply passionate about helping organizations create workplaces that are truly inclusive of neurodivergent individuals. There is so much untapped potential in these unique strengths, and my goal is to help bridge the gap, guiding businesses to recognize the value neurodivergent people bring. By identifying their strengths and aligning them with roles where they can thrive, we not only create opportunities for individuals but also help organizations innovate and grow.
This vision combines my desire to leave a lasting impact on the world with my hope to inspire a more understanding, supportive, and inclusive future—one where everyone’s potential is valued and celebrated.
BT: As you look ahead, how do you see hospitality evolving in the second half of this decade?
MK: As I look ahead, I see hospitality evolving in profound and exciting ways during the second half of this decade. The focus will continue to shift toward deeper personalization, inclusivity, and sustainability. Guests are no longer just seeking a service; they’re seeking meaningful experiences that align with their values, whether that’s through eco-conscious practices, authentic cultural connections, or environments that prioritize diversity and inclusion.
I also believe technology will play an even greater role, not to replace the human touch but to enhance it. From AI-driven personalization to contactless solutions, technology will streamline operations while allowing employees to focus on creating those memorable, human-centered moments that define hospitality.
Another significant evolution will be in workplace culture. With the labor market changing, the industry will need to prioritize employee well-being and development more than ever. This includes fostering workplaces that are inclusive of neurodivergent individuals and diverse talents, offering flexibility, and providing leadership that inspires and supports. A happy and fulfilled workforce is key to delivering exceptional guest experiences.
Hospitality is, at its heart, about connection—between people, cultures, and experiences. As the industry evolves, I see a world where those connections grow stronger, more intentional, and more impactful, creating a future where both guests and employees thrive.