Member since December 2022
Meet Michelle, a highly regarded speaker, leadership expert, and certified executive coach with over 20 years in organizational development. Her transformative approach integrates leader-as-coach, hospitality, and values-based solutions, fostering award-winning cultures. With a proven track record of training over 18,000 team members and 5,000 leaders for over 40 top brands, Michelle empowers organizations to become the employer of choice and brand of choice. Michelle's impressive background includes impactful roles at Convene, Union Square Hospitality Group, Waldorf-Astoria, and Rosewood Hotels & Resorts. With certifications from iPEC and the International Coach Federation, Michelle brings a strong foundation of knowledge and expertise to every engagement.
Helping high-growth organizations to accelerate leadership behaviors (LX), scale culture (EX), and operationalize values, (CX) using a hospitality mindset as a differentiator to make them the brand of choice and employer of choice ($X).
Hospitality is a mindset, not an industry. It’s all about relationships and How we make people feel. We connect the dots between the customer journey and the employee journey with a Hospitality Mindset As the cornerstone of both. It’s about WHO you are, not WHAT you do.
The first story that comes to mind is when we helped a high-growth start-up company increase its member satisfaction score by 40% in six months while doubling in size. The challenge was a brainy scientist culture that had high financial pressure to produce results and their client satisfaction and retention were critical to their revenue growth and profitability. They originally didn’t see “Hospitality” as a possible solution, but when we were able to execute our formula yielding amazing results.
When I was an operational leader, instead of telling my team members the answer or stepping in to solve the customer’s problems, I used to ask them, “What do you THINK you can do to resolve the issue?” or “What do you THINK is a possible solution?” People don’t argue with their own ideas and if you empower people to THINK and make good decisions in the best interest of others, they are more likely to buy into it. I quickly realized I could impact more people and more organizations consulting than I could in one organization. Plus, I like to build houses, not maintain them, but I’ll help you do that!
Discover why leadership development matters and why traditional approaches often fail. Explore a proven 99% success rate framework for impactful leadership growth. Gain insights from real-world success stories and actionable strategies for transformation.
Learning Objectives:
1. Uncover the five key reasons behind leadership development program failures, from unclear objectives to the "inspirational junk food" trap.
2. Dive into a proven framework with a 99% success rate to enhance leadership confidence, engage staff, and boost performance metrics.
3. Learn from real organizations implementing the framework, with valuable lessons and practical advice for successful leadership development.
Session Format: Engaging breakout session
Ideal Session Length: 45 minutes + 15-minute Q&A or longer for a workshop
Interactive Approach:
- Icebreaker: Explore 2023 Leadership Development Spending and Goals
- Expectations: Partner Exercise - Define Your Session Goals
- Small Group Exercise: Apply the Framework & Create an Action Plan for Enhanced Leadership Development.
The first story that comes to mind is when we helped a high-growth start-up company increase its member satisfaction score by 40% in six months while doubling in size. The challenge was a brainy scientist culture that had high financial pressure to produce results and their client satisfaction and retention were critical to their revenue growth and profitability. They originally didn’t see “Hospitality” as a possible solution, but when we were able to execute our formula yielding amazing results.
When I was an operational leader, instead of telling my team members the answer or stepping in to solve the customer’s problems, I used to ask them, “What do you THINK you can do to resolve the issue?” or “What do you THINK is a possible solution?” People don’t argue with their own ideas and if you empower people to THINK and make good decisions in the best interest of others, they are more likely to buy into it. I quickly realized I could impact more people and more organizations consulting than I could in one organization. Plus, I like to build houses, not maintain them, but I’ll help you do that!
Discover why leadership development matters and why traditional approaches often fail. Explore a proven 99% success rate framework for impactful leadership growth. Gain insights from real-world success stories and actionable strategies for transformation.
Learning Objectives:
1. Uncover the five key reasons behind leadership development program failures, from unclear objectives to the "inspirational junk food" trap.
2. Dive into a proven framework with a 99% success rate to enhance leadership confidence, engage staff, and boost performance metrics.
3. Learn from real organizations implementing the framework, with valuable lessons and practical advice for successful leadership development.
Session Format: Engaging breakout session
Ideal Session Length: 45 minutes + 15-minute Q&A or longer for a workshop
Interactive Approach:
- Icebreaker: Explore 2023 Leadership Development Spending and Goals
- Expectations: Partner Exercise - Define Your Session Goals
- Small Group Exercise: Apply the Framework & Create an Action Plan for Enhanced Leadership Development.