エピソード

  • 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
  • Personalisation with AI: The Future of Hospitality

    Personalisation with AI: The Future of Hospitality
    2025/09/30
    In this episode, Michelle sits down with Tracy Sheen — award-winning author of AI & U, digital guide, and professional speaker — to unpack exactly how AI is transforming the way local businesses operate. With more than 30 years’ experience helping small businesses adopt digital tools, Tracy shares how AI can: Automate repetitive admin tasks like rostering & stock control Personalise loyalty programs and enhance customer experience Unlock smarter marketing strategies — even on tight budgets Turn customer feedback into real business growth Support staff by acting as a collaborator, not a competitor You’ll also hear real-world examples of how venues are already using AI — from a coffee van in regional Queensland creating new revenue streams, to clubs and restaurants improving loyalty with personalised offers and smarter Wi-Fi. Tracy also explains why the fear of AI replacing jobs is misplaced, and how leaders can instead use it to empower teams, improve efficiency, and deepen community connection. This episode is packed with practical tools like Canva, Guidde, Tango, and Notebook LM — simple, affordable ways to bring AI into your venue today. 🔗 Resources & Links Get Tracy’s book AI & You: https://aiandu.com.au Tracy’s speaker site: https://tracysheen.com The Digital Guide: https://thedigitalguide.com.au Next Steps Follow the podcast for new weekly episodes: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join Michelle’s newsletter for hospitality leadership & customer service insights: https://www.michellepascoe.com/blog Work with Michelle: https://www.michellepascoe.com/traininganddevelopmentprograms
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    56 分
  • Why Wouldn't You Work in Hospitality!

    Why Wouldn't You Work in Hospitality!
    2025/09/23
    In this episode, Michelle sits down with Sharyn Buhagiar, Chief People Officer at Revesby Workers’ Club, to uncover the real story behind people and culture in the hospitality industry. With over 25 years’ experience, Sharyn shares her career journey from McDonald’s to the executive suite, offering insights into recruitment, workplace culture, and the future of hospitality careers. She also opens up about her work with Biyani House Women’s Shelter, championing community, education, and domestic violence prevention. In this episode, Michelle and Sharyn cover: How hospitality offers long-term career pathways beyond casual jobs Recruitment and culture strategies that attract and keep great staff Why values-driven leadership is critical for team success The role of community partnerships like Biyani House in driving impact Practical steps leaders can take to support staff wellbeing Next Steps & Resources Subscribe on Apple Podcasts, Spotify, or YouTube --> michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join Michelle’s Leadership Newsletter for exclusive strategies --> michellepascoe.com/blog Visit Revesby Workers’ Club → rwc.org.au Learn about Biyani House Women’s Shelter → biyanihouse.org.au Support & Resources → 1800 Respect
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    43 分
  • The Ripple Effect: How Visible Leaders Build Culture

    The Ripple Effect: How Visible Leaders Build Culture
    2025/09/16
    In this episode, Michelle is joined by Lisa Even — keynote speaker, bestselling author, and creator of Have Good Ripple Effect. Together they explore how visible leaders spark stronger cultures, build trust fast, and shape communities that thrive under pressure. From healthcare to hospitality to ESPN and Disney, Lisa shares how leaders bring “the weather” into the room and why presence is the most powerful gift you can give your team.In this episode, Michelle and Lisa cover: Why leadership visibility is the spark for healthy communities How presence creates a ripple effect in culture and performance Practical tools (like the PB&J method) to build stronger teams Signs your culture may be quietly eroding — and how to fix it Why values must drive both accountability and recognition Resources & Links Connect with Lisa Even: Website: https://www.lisaeven.com/ YouTube: https://www.youtube.com/@lisa_even/playlists Podcast: Have Good Ripple Effect Next Steps Subscribe on Apple Podcasts, Spotify & YouTube --> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast Join Michelle’s newsletter for weekly leadership insights --> https://www.michellepascoe.com/blog Work with Michelle through her Middle Management Movement and Customer Service Excellence & Engagement programs --> https://www.michellepascoe.com/traininganddevelopmentprograms
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    42 分
  • Hotel Leadership Lessons: From COVID to Community Impact

    Hotel Leadership Lessons: From COVID to Community Impact
    2025/09/09
    In this episode, host Michelle Pascoe sits down with Michael Johnson, inaugural CEO of Accommodation Australia, who guided the hotel sector through COVID-19, coordinated quarantine hotels with just 48 hours’ notice, and spearheaded the long-awaited merger of Australia’s two peak accommodation bodies. Now retired from executive leadership, Michael is channelling his passion into ReLove, a Sydney charity furnishing homes for people escaping homelessness and domestic violence. By connecting hotels undergoing refurbishments with families in need, ReLove is also helping the sector achieve its ESG goals — a win for people and the planet. Key Points How mentoring and saying “yes” can transform careers What Michael learned from crisis leadership during COVID-19 Why the Accommodation Australia merger finally succeeded How ReLove is repurposing furniture to create dignity-filled homes Ways you can support the movement Timestamps 0:00 – Intro 2:30 – From Diesel Mechanic to Hospitality 7:20 – Early Hotel Lessons & Mentors 12:15 – Culture Shock: Sydney’s King’s Cross 17:10 – Career Growth: F&B to Management 22:00 – Training as a Chef & Expanding Skills 26:50 – Leadership in Hotels & Transitions 31:40 – Steering TAA Through COVID 37:15 – Hotel Quarantine & Crisis Leadership 41:45 – Amalgamating Industry Bodies 45:55 – Lessons in Resilience & Adaptability 48:25 – The ReLove Initiative & Impact 51:20 – Global Potential & Closing Reflections Next Steps + Resources Support Relove (donate quality furniture, volunteer, or partner via ESG); ⁠https://www.relove.org.au/⁠ Work With Michelle Michelle Pascoe helps hospitality leaders build multigenerational teams, lift service standards, and embed values-led culture. Book customer service workshops, and middle-management programs tailored to clubs, hotels, and hospitality venues. Visit the website to learn more; ⁠https://www.michellepascoe.com/traininganddevelopmentprograms⁠ Subscribe on YouTube, Apple Podcasts, and Spotify; ⁠⁠https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast⁠⁠ Join Michelle’s newsletter for leadership, culture, and service excellence; ⁠⁠https://www.michellepascoe.com/blog⁠⁠
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    55 分
  • Mental Health at Work: How Empathy Builds Stronger Teams

    Mental Health at Work: How Empathy Builds Stronger Teams
    2025/09/02
    What does leading with empathy really look like in the club and hospitality industry? In this inspiring episode, Michelle speaks with Steve Edgar, General Manager of Coolangatta Surf Life Saving Supporters Club. With more than 20 years’ leadership experience, Steve has transformed workplace culture, guided his club through crises like the 2018 Commonwealth Games and COVID-19 border closures, and spearheaded the Essentially Coolie campaign, which secured $14 million for his community. He also leads Clubs for a Cause, raising awareness and funds for mental health programs. In this episode, Michelle and Steve cover: How empathy transforms leadership in clubs and hospitality Mental health in the workplace – from stigma to support The story behind the Essentially Coolie campaign Steve’s passion project: Clubs for a Cause and “Walking with Mates” Practical ways leaders can build belonging and resilience in their teams  Timestamps 00:00 – Welcome01:05 – Who Steve is: GM, culture-first leadership, crisis wins03:40 – Empathy vs “leave your troubles at the door”08:20 – Belonging: onboarding internationals, safe teams12:10 – Purpose-led clubs: lifesaving mission & community hub16:50 – Loneliness and real connection at work20:05 – Culture hygiene: zero tolerance + wellness committee24:30 – Right to Disconnect → “connect on their terms”29:45 – Origin story: loss, reflection, why mental health matters34:30 – First walk, $42k, holding space, real impact38:50 – “Walking through the storm” year, burnout, formalising the charity42:20 – “You don’t need to be a counsellor to care”45:10 – Mental Health First Aid, listening skills, Healthy Heads workshops49:00 – The tricky call-outs: “I’ve got anxiety” vs performance & fit52:10 – Leadership advice: values, diversity of thought, repair after mistakes54:10 – Essentially Coolie: border chaos, steady leadership framework56:00 – Media momentum → funding relief; Orange Sky volunteering57:30 – How to support Clubs for a Cause; upcoming sessions Next Steps + Resources ✨ Subscribe to the podcast on Apple, Spotify, or YouTube → https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast ✨ Join Michelle’s newsletter for leadership strategies and updates → https://www.michellepascoe.com/blog✨ Work with Michelle – explore her training, programs, and workshops for clubs and hospitality leaders → https://www.michellepascoe.com/traininganddevelopmentprograms✨ Support Clubs for a Cause → clubsforacause.com.au Work With Michelle Michelle Pascoe is a speaker, trainer, and consultant helping registered clubs and hospitality leaders build strong teams and thriving workplace cultures. Explore her leadership programs, frontline workshops, and mystery shopping programs to strengthen your team and future-proof your venue. 🌐 Website: michellepascoe.com📲 LinkedIn: Michelle Pascoe
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    1 時間