エピソード

  • The Power of Sustaining Brand Consistency in Every Guest Experience

    The Power of Sustaining Brand Consistency in Every Guest Experience
    2025/07/22
    This week Michelle sits down with Steve Sidd, a leading figure in hospitality management and consulting, with over 28 years of experience. Despite a winter cold, Michelle couldn’t miss the opportunity to talk with Steve, whose journey in the industry—from opening his first restaurant at 18 to now managing over 13 venues and 350+ staff—offers powerful insights for hospitality professionals and business leaders alike. Steve shares pivotal moments from his career, the importance of nurturing and promoting talent within teams, and why staff retention is crucial for long-term business success. Discover how Steve and his company, Catering HQ, use automation and AI to streamline operations—freeing up staff for better customer service and a more rewarding workplace. You’ll also learn about “Hospo in a Box”, Steve’s innovative franchise system crafted to support small and regional venues struggling with staffing and operational challenges. Hear how this solution offers everything smaller operators need, from menu development to tech-enabled management systems, helping ensure product consistency and profitability across Australia. If you’re interested in restaurant management, hospitality industry trends, workforce planning, or how tech and people can work together for business growth, this episode is for you! To connect with Steve and learn more about Catering HQ's services, visit https://www.cateringhq.com.au.
    続きを読む 一部表示
    43 分
  • The Secret to Turning Customer Drama into Raving Reviews

    The Secret to Turning Customer Drama into Raving Reviews
    2025/07/15
    This week we’re diving headfirst into the world of extraordinary customer and employee experiences with my dear friend and international guest, Marc Haine, all the way from beautiful Edmonton, Canada. With over 30 years in hospitality, retail, and customer-facing industries, Marc brings a wealth of experience as a strategist, keynote speaker, consultant, and author of Lights, Camera, Action. Marc and I explore what it truly takes to build a service culture that’s notonly sustainable but energising — for both customers and staff. Wediscuss the evolution of the “incidental manager,” why onboarding shouldreally be “forever-boarding,” and how to empower middle managers withthe tools to lead confidently. We also touch on hiring for personality,managing expectations, and how a little bit of performance mindset cantransform every touchpoint into a wow moment. Whether you’re running a restaurant, retail store, or hotel, you’re going to find golden nuggets in this vibrant and heartfelt conversation. So, let the curtain rise, and enjoy the show! Link to learn more about Marc: https://marchaine.com/
    続きを読む 一部表示
    44 分
  • How Hospitality Venues Can Build A Fiercely Engaged Community

    How Hospitality Venues Can Build A Fiercely Engaged Community
    2025/07/08
    In this energizing episode of the Michelle Pascoe Hospitality Podcast, Isit down with marketing powerhouse Jenn Donovan—renowned strategist,bestselling author, speaker, and the force behind viral communities likeBuy From a Bush Business and the Spend With Us marketplace. We dive into the heart of rural and regional connection, discussing howbusinesses and hospitality venues—especially clubs—can build engaged,fiercely loyal communities, not just passive followers. Jenn unpacks the essentials of community leadership, safe online spaces, and the art of meaningful storytelling that captures both locals and visitors alike. We also explore how registered clubs can move beyond transactionalmarketing and instead create lasting emotional engagement throughauthentic storytelling and purposeful branding. From social media strategies to multigenerational marketing and customer-centric messaging, Jenn shares practical, no-fluff advice you can act on today. Whether you're a small-town club, a business owner, or simply passionateabout your community, this episode is packed with actionable insightsthat will leave you inspired to lead with connection, consistency, andcare. You can find Jenn at: https://socialmediaandmarketing.com.au/
    続きを読む 一部表示
    45 分
  • Belonging, Kindness & Connection: The Psychology Behind Exceptional Hospitality

    Belonging, Kindness & Connection: The Psychology Behind Exceptional Hospitality
    2025/07/01
    This week, I welcome the incredibly inspiring Dr. Samantha Worthington, a global expert in consumer psychology, peak performance, and organisational transformation. As I shiver through a minus 4° morning, Dr. Worthington joins from the sunny Sunshine Coast to share her insights into how clubs and hospitality venues can create exceptional service cultures. With experience working alongside top-tier business leaders and teams, Samantha dives deep into the psychology behind customer loyalty, personalised kindness, and authentic connection. In this engaging conversation, Samantha explains how emotional journeys, not just service touchpoints, drive customer satisfaction. From understanding psychological drivers like belonging and emotional peaks to exploring how leaders can foster trust, collaboration, and recognition rituals, this episode is packed with practical advice and heartfelt stories. Whether you're leading a team or looking to enhance the guest experience, this episode is your blueprint for sustainable success built on integrity and human connection. To connect with Dr Samantha Worthington go to: https://www.drsamanthaworthington.com/
    続きを読む 一部表示
    51 分
  • Why Authentic Hospitality Leaders Succeed

    Why Authentic Hospitality Leaders Succeed
    2025/06/26
    What’s the #1 leadership trait that transforms teams? Authenticity... and in this episode Michelle reflects on three powerful interviews with hospitality CEOs - revealing how authenticity fuels vision, culture, and resilience. From strategic growth to community-first values and courageous leadership, this episode is your blueprint for real-world impact in the hospitality space. Are you leading with presence, values and purpose? Watch/listen now & elevate your leadership style.
    続きを読む 一部表示
    17 分
  • Succession, Service & Saying No: The Secrets Behind Mingara’s Growth

    Succession, Service & Saying No: The Secrets Behind Mingara’s Growth
    2025/06/17
    In this week’s episode, I sit down with a true pillar of the registered club industry—Paul Barnett, CEO of Mingara Leisure Group and a leader whose legacy spans more than two decades of growth, innovation, and heart. From starting his career in government and liquor and gaming regulation to transforming a one-venue operation into a five-venue community powerhouse, Paul shares the behind-the-scenes journey of amalgamations, leadership lessons, and the strategic vision that has shaped Mingara into the thriving group it is today. His insights into building culture, retaining top talent, and knowing when to say no (even when it’s tempting to say yes) are absolute gold for any leader in the hospitality space. Paul’s leadership is grounded in values, authenticity, and genuine care for his people and community. We talk about creating destinations with purpose—like the opening of the new Encore Hotel and the vision for early learning centres and retirement living—and how important it is to keep the heart of service alive in an increasingly digital world. Plus, Paul gets personal, reflecting on his decision to take a sabbatical in a caravan with his family years ago (before it was trendy!) and announcing what’s next as he steps into retirement. This episode is packed with wisdom, humility, and practical advice from a leader who truly walks the talk.
    続きを読む 一部表示
    1 時間 4 分
  • From Pouring Beers to CEO: A Journey of Opportunity & Vision

    From Pouring Beers to CEO: A Journey of Opportunity & Vision
    2025/06/10
    In this heartfelt and insightful episode, I sit down with not only a highly respected CEO but also a dear friend of over 25 years – Glenn Cushion from Ingleburn RSL. From humble beginnings as a plumber saving for a house deposit to leading one of Sydney’s most community-driven clubs, Glenn shares his incredible journey through the registered club industry. We explore how a "second job" became a lifelong career and how opportunities, culture, and people have shaped his leadership style. His passion for the industry, especially the value of human connection, shines throughout our chat. Glenn and I delve into the exciting redevelopment of the Ingleburn Bowling Club, the importance of aligning team values with workplace culture, and what it truly means to lead with purpose. We also touch on intergenerational workplaces, employee engagement, and the future of clubs amidst regulatory and technological changes. Whether you're a club manager, team leader, or someone exploring a career in hospitality, this episode is filled with inspiration, wisdom, and actionable insights.
    続きを読む 一部表示
    44 分
  • The Bank Robber’s Boy: Peter Norris on Breaking Cycles and Building Culture

    The Bank Robber’s Boy: Peter Norris on Breaking Cycles and Building Culture
    2025/06/03
    1 時間 8 分