『The Michelle Pascoe Hospitality Podcast』のカバーアート

The Michelle Pascoe Hospitality Podcast

The Michelle Pascoe Hospitality Podcast

著者： Michelle Pascoe
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 Welcome to The Michelle Pascoe Hospitality Podcast, where we explore the heart of the hospitality industry through conversations with leaders, experts, and innovators. Each episode brings you insights, practical advice, and inspiring stories that help you elevate guest experiences, enhance team performance, and stay ahead of industry trends. Whether you're an owner, manager, or passionate professional, this podcast will ignite your passion for hospitality. Tune in, learn, and grow with us! マーケティング マーケティング・セールス 経済学
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  • The Honest Feedback Every Hospitality Venue Needs

    The Honest Feedback Every Hospitality Venue Needs
    2025/10/28
    In this episode, Michelle Pascoe — hospitality trainer and mystery shopping expert — reveals why mystery shopping is the most honest, confronting, and powerful feedback your business will ever receive. Learn how to see your business through your customer’s eyes, balance AI data with human emotion, and turn every piece of feedback into action that boosts loyalty, consistency, and connection. Michelle shares real stories from Tracy Sheen, Emily Stanton, Janice Laraine, and Nathan Toleman — four leaders redefining hospitality with courage, purpose, and empathy. 💬 Key Takeaways Mystery shopping isn’t about compliance — it’s about connection Customers forgive mistakes when empathy follows quickly Feedback is fuel, not fire — use it to build trust “Fixing friction frees the magic” of great service 🔗 Links & Resources Subscribe: The Michelle Pascoe Hospitality Podcast on Apple Podcasts, Spotify & YouTube --> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join: Middle Management Movement --> https://www.michellepascoe.com/middlemanagementmovementleadership Book: Customer Service Excellence & Engagement Workshop --> https://www.michellepascoe.com/frontlinetrainingprograms Commission: a Tailored Mystery Shopping Report for your venue --> https://www.michellepascoe.com/mystery-shopping Newsletter: Join for Michelle’s free weekly insights on leadership and customer service excellence --> https://www.michellepascoe.com/blog
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    21 分
  • Redefining Luxury Through Emotional Connection

    Redefining Luxury Through Emotional Connection
    2025/10/14
    In this episode, Michelle speaks with Janice Laraine, founder of MADM Co, a hospitality-focused brand studio redefining luxury through emotional intelligence. Together, they explore how Hospitality EQ — Janice’s framework for emotionally intelligent design — is changing the way boutique hotels, short-term rentals, and service brands create trust and connection. If you lead teams in hospitality or service industries, this conversation will inspire you to shift from transactional to transformational guest experiences. This episode covers: Why aesthetics alone no longer create loyalty in hospitality The three-part brand journey that drives emotional connection How to embed Hospitality EQ into every guest touchpoint Empowering staff to deliver service with intuition, not scripts The real meaning of luxury: presence, connection, and care Next Steps + Resources📘 Download Janice’s free Hospitality EQ Scorecard: www.madm.co/scorecard 🌐 Visit the MADM Co. website: https://madm.co/ Work with Michelle Pascoe Michelle Pascoe helps registered clubs and hospitality leaders build emotionally intelligent middle managers who create extraordinary member and guest experiences. Through Mystery Shopping, Customer Service Excellence Workshops, and the flagship Middle Management Movement, Michelle empowers organisations to strengthen culture, improve performance, and grow loyalty from the inside out. 👉 Learn more at https://www.michellepascoe.com/traininganddevelopmentprograms
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    58 分
  • Rural Revival: The Nyngan Hotel Comeback Story

    Rural Revival: The Nyngan Hotel Comeback Story
    2025/10/07
    In this inspiring episode, Michelle sits down with Emily Stanton, winner of the 2024 NSW Outstanding Young Business Leader Award and co-owner of the newly revived Nyngan Hotel in central-west New South Wales. Emily shares the extraordinary story of restoring a pub closed for 40 years — balancing business growth, family life, and community spirit. From tackling staffing shortages and budget blowouts to mastering authentic leadership and social media storytelling, this episode is packed with lessons for anyone in hospitality or regional business. You’ll learn: The business mindset behind reviving a historic building How to lead and retain teams in rural Australia What authenticity and transparency really look like in leadership Why social media storytelling builds connection and loyalty Resources & Links 🌐 Website: ⁠thenynganhotel.com.au⁠ 📸 Instagram: ⁠@thenyngan⁠ 📘 Facebook: ⁠facebook.com/thenyngan⁠ Join Michelle’s newsletter for weekly hospitality leadership and customer service insights; michellepascoe.com/blog Tune into other episodes of The Michelle Pascoe Hospitality Podcast; https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
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    47 分
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