Dr. Michela
Henke-Cilenti
Dr. Michela Henke-Cilenti
Executive Leadership Advisor
StarCoach
Dr. Michela Henke-Cilenti is a leadership psychologist, executive coach and hospitality consultant specializing in the commercial psychology of recommending, engagement and culture. For more than 30 years, she has worked at the intersection of people and performance, helping spa directors and hospitality leaders increase revenue without compromising integrity or guest trust.
With advanced degrees in psychology, sociology, business and organizational leadership, and experience as a regional operations director, Henke-Cilenti understands both the emotional and financial realities of running a spa. She recognizes the challenge many leaders face: How do you grow retail, increase the average ticket and improve rebooking rates without your team feeling like salespeople?
Her answer is rooted in psychology. When teams understand guest cues, build trust intentionally and recommend from purpose rather than pressure, revenue rises naturally.
Henke-Cilenti’s proprietary recommending frameworks have helped spas increase retail penetration and average service revenue, strengthen rebooking and guest loyalty, improve team confidence and accountability, and reduce cultural resistance to selling.
She is also an assistant professor in the MBA and master’s program in organizational development and change at Webster University and co-author of Ready for Anything: The Making of a Change Leader.
Through keynote speaking, consulting and executive coaching, Henke-Cilenti equips spa directors to build profitable cultures of trust, where commercial results and human connection strengthen each other.
Sessions :