The Michelle Pascoe Hospitality Podcast
The Michelle Pascoe Hospitality Podcast features conversations with leaders, experts, and innovators in the hospitality industry. Episodes provide practical advice and inspiring stories aimed at improving guest experiences and team performance. The show covers current industry trends and offers insights for owners, managers, and professionals. It seeks to rekindle passion and encourage growth in the hospitality field.
Episodes
How Do You Say No to a Guest Without It Feeling Like No?
Hospitality leaders teach frontline teams to say no without it feeling like no by giving them a repeatable method, not a slogan. In this episode, Certified Speaking Professional Michelle Pascoe and Marriott General Manager of the Year Christine Trippi explain how leaders model it first, practise it in daily huddles, and explain the why behind every standard.When your team has to say no to a demand
Who Owns the Service Promise When AI Gets It Wrong?
When AI gets a hospitality booking or guest promise wrong, the venue still owns it, and the fix falls to the person standing in front of the guest. Michelle Pascoe, Certified Speaking Professional and hospitality training expert, explains why venues must train staff to know when to trust a system, when to override it, and how to recover gracefully.
If your booking system promised a guest somethin
Can You Automate Your Way Out of Hospitality Team Burnout?
AI in hospitality improves efficiency, but internal customer experience, how supported and informed your team feels, is what drives guest experience and revenue. Certified Speaking Professional Michelle Pascoe and guest experience coach Danica Smith explain why leaders must protect the human basics before chasing new technology.What happens when a hotel CEO is focused on ChatGPT rankings while bre
Where Should AI Stop in the Hospitality Guest Journey?
AI in hospitality should stop where the guest journey stops being predictable. Customer experience strategist James McIntyre tells Certified Speaking Professional Michelle Pascoe that AI belongs in the functional layer: wait times, routine requests and standard upsells. Service recovery, moments that matter like birthdays and anniversaries, and anything ambiguous must stay with a human.
What happ
Expectation vs Experience: What's the Difference?
Customer experience beats customer expectation when a hospitality team understands the why behind great service, says Tracey Boeck, Executive Manager of Hospitality and Customer Experience at Maroochy RSL. Michelle Pascoe, Certified Speaking Professional, explores the exact systems, from hand-picked middle management to in-house market research, that get a 130-strong multigenerational team genuine
Why Your Baby Boomers Aren't Going Anywhere, and Shouldn't
Baby boomers aren't universally heading for retirement in Australia's hospitality and club industry, and overlooking their experience is a leadership mistake, not a succession plan, says Michelle Pascoe, a Certified Speaking Professional with over 30 years' hospitality experience. Many senior team members stay for financial, social, and purpose-driven reasons, not ambition.
So if your senior team
How Can Women Build Confidence to Lead in Hospitality?
Female leadership in hospitality grows when women stop waiting to tick every box before applying for senior roles. Michelle Pascoe, Certified Speaking Professional with over 30 years in the club industry, talks with Phillipa Fuller, Secretary Manager of Club Quirindi, about confidence, mentorship, and leading as a single mother in a regional club.
What if the only thing standing between you and t
How Is AI Changing the Way Guests Find Your Venue?
AI tools like Claude, ChatGPT and Gemini are changing how members and guests find, research and book hospitality venues, often skipping a club's homepage entirely. Michelle Pascoe, Certified Speaking Professional and 30-year hospitality training expert, explains why clubs need AI-ready websites, faster enquiry responses and new weekly metrics to stay visible in this shift.
So how exactly is AI re
From Behind The Scenes To Stepping Up
Hospitality leaders often stay behind the scenes long after they're ready to step up. Patty Aubery, co-author of the billion-dollar Chicken Soup for the Soul brand, joins Certified Speaking Professional Michelle Pascoe to reveal what it actually takes to move from doing the work to owning your voice and your title.
What's stopping you from stepping out from behind the scenes and into the role you
Hospitality Leadership: Why Working Harder Isn't the Answer
Hospitality leadership means protecting your energy, not working harder. On The Michelle Pascoe Hospitality Podcast, Certified Speaking Professional Michelle Pascoe talks with Kith & Kin Hospitality founder Cassie Davison about why sustainable leadership starts with clear purpose, defined values and genuine self-care, not longer hours.
So if working harder isn't the answer, what actually is?
The Real Reason Your Community Work Isn't Sticking
Community work fails in hospitality venues when it relies on good intentions instead of deliberate leadership habits. Michelle Pascoe, a Certified Speaking Professional with over 30 years in hospitality, argues that community connection, generational culture, and crisis readiness only take hold through repeated, trained leadership discipline, not marketing or one-off compliance sessions.
So what
The Bag That Could Save a Life in Your Venue
**This episode discusses domestic and family abuse, including references to physical and psychological violence. Please take care while listening. If you or someone you know needs support, contact 1800RESPECT on 1800 737 732, available 24/7.
Escabags gives hospitality venues a free, practical way to support domestic abuse survivors. Founder Stacy Jane tells Certified Speaking Professional Michell
Are Clubs the Last Place Solving Loneliness?
Clubs remain one of the few places where four to five generations meet face to face. Michelle Pascoe, Certified Speaking Professional and hospitality training expert, and Clubs New Zealand CEO Lucy Waterreus discuss how clubs are helping rebuild social fabric and address a growing loneliness crisis across every generation, not just Gen Z.
So if Gen Z is the most digitally connected generation in
How Gotcha4Life Is Building Mental Fitness in Schools
Gotcha4Life's Mentally Fit Primary School program is a whole-of-school, whole-of-community mental health initiative now running in 68 New South Wales schools, largely funded through registered club grants. Michelle Pascoe, Certified Speaking Professional and 30-year hospitality industry expert, speaks with Gotcha4Life's Don Tilley about how clubs are building community trust and staff pride throug
How Do You Build a Leadership Pipeline in Hospitality?
Building a hospitality leadership pipeline means identifying your next leaders before you need them. Michelle Pascoe, Certified Speaking Professional and hospitality training expert with over 30 years' experience, outlines a four-step approach: identify internal talent now, have honest succession conversations with your board, protect your leadership development budget, and broaden your talent poo
What Does It Take to Become a Club CEO?
Becoming a club CEO takes practical experience built from the ground up, not a straight line through university. Michelle Pascoe, Certified Speaking Professional, talks with Young Services Club CEO Lewis Butterworth about the journey from bar work in Manchester to running a growing regional club, and what it actually takes to get there.
So what actually separates someone who spends a career behin
Why Boards Keep Hiring the Wrong Person for the Top Job
Boards keep hiring hospitality leaders for operational experience instead of leadership capability, according to recruitment specialists Ian Stazicker & Grant Taylor of White Now, speaking with Michelle Pascoe, Certified Speaking Professional and hospitality training expert. The right club CEO needs strategic thinking, critical thinking and genuine leadership, not familiarity with gaming machines
How Do You Manage Staff Who Won't Wait for You?
Managing Gen Z hospitality staff means offering skills and purpose instead of a career ladder, says business futurist Kim Seeling Smith on The Michelle Pascoe Hospitality Podcast. With 72% of Gen Z running a side hustle, old-school carrot and stick management only produces short-term compliance. Michelle Pascoe, a Certified Speaking Professional with over 30 years in hospitality, says leaders who
Why the Best Leaders in Hospitality Are Unforgettable
Real hospitality leadership reduces staff turnover, lifts team productivity, and builds guest loyalty — and according to Eoin Clancy, Principal Associate at Galileo Hospitality Consultants and a 40-year veteran of Hilton, Marriott, and the Cheesecake Factory, the clearest measure of a great leader is simple: would your team drop everything to work with you again?
Would you pass that test?
Michel
Why Poor Service Keeps Winning in Clubs (And What It Actually Takes to Change It)
Poor customer service keeps winning in registered clubs because the cost of inaction is invisible. Hospitality training expert Michelle Pascoe, a Certified Speaking Professional with over 30 years in the industry, explains that until club leaders build a single service liability number, training investment stays optional, budgets stay cut, and service standards keep drifting.What would change at
Is Customer Experience Dead or Just Changing in Hospitality?
Is customer experience dead? No -- but the way hospitality leaders have been managing it is. Rick Denton, host of CX Passport and a 30-year corporate customer experience veteran, joins Michelle Pascoe to explain why CX as a discipline isn't dying, but the branding around it is -- and what hospitality leaders must do differently to stay ahead.
Are your venues investing in the right things, or are
Your Guests Loved Their Stay. So Why Don't They Come Back?
Guest loyalty in hospitality breaks down when operators rely on third-party booking platforms and treat checkout as the end of the guest journey. Michelle Pascoe, Certified Speaking Professional and hospitality training expert with over 30 years' experience, explores how hospitality operators can own the guest relationship, reduce platform dependency, and build the direct connections that turn one
Can AI Replace the Human Touch in Hospitality?
Human connection cannot be automated away in hospitality. Michelle Pascoe, Certified Speaking Professional and hospitality training expert with over 30 years' experience, sits down with Brian Vujnovic, CEO and Co-Founder of MIA Hospitality Management, to explore how AI is reshaping hotel operations and guest experiences while the human touch remains the irreplaceable core of the industry.
Can tec
Could You Replace Your Best Manager From Within Right Now?
Building a leadership pipeline in hospitality means investing in your managers' skills, confidence, and capacity before a crisis forces your hand. Michelle Pascoe, Certified Speaking Professional with over 30 years in the Australian hospitality industry, explains why promoting without a development plan sets managers up to struggle and clubs up for costly, avoidable turnover.
If your best manager
The Silent Signs Your Hospitality Team Is Running on Empty
Burnout in hospitality teams shows up long before the dramatic crash — in dropped shoulders, extra coffees, and withdrawal from team conversations. Michelle Pascoe, a Certified Speaking Professional with over 30 years' experience in hospitality, and energy coach Rich Ellis share practical tools for reading early warning signs and embedding a simple 1-to-10 check-in system that prevents burnout bef
Why Leading with Love Actually Lifts Your Standards
Middle management in hospitality is the critical connector between leadership vision and frontline guest delivery. Certified Speaking Professional Michelle Pascoe and leadership expert Hanna Bauer of Heartnomics agree: middle managers who make daily trust deposits, hold non-negotiable service standards, and champion psychological safety are the primary defence against team burnout and high staff t
How Do I Scale My Venue Without Burning Out?
Effective restaurant leadership means moving beyond survival mode into a CEO mindset built on three pillars: people, process, and profit. Michelle Pascoe, a hospitality training expert with over 30 years' experience helping clubs, hotels, and hospitality venues build service cultures that retain staff and delight guests, sits down with restaurant coach Christin Marvin to share how independent oper
What Is Your Venue Actually Doing for Your Community?
When was the last time your venue did something for your community because you decided it mattered — not because a grant required it?
In this month's solo recap, Michelle draws on four extraordinary conversations to make the case that community is not something you bolt onto the bottom of your annual report. Community IS the job.
Christopher Hill of Hands Up Holidays and Impact Destinations has
Why Your Club's Community Program Might Be Missing the Point
Community engagement in registered clubs works when clubs go beyond writing cheques and build genuine relationships with the organisations they fund. In this episode, Michelle Pascoe, Certified Speaking Professional with 30+ years in the hospitality industry, sits down with Club Rivers community engagement leader Jenny Holt to explain why showing up in person — and connecting your community stakeh
Safe Venues Start With Visible Leadership
In this episode, I’m joined by Debbie Dickson from The Ary Toukley for a thoughtful and deeply grounded discussion about what community leadership really looks like in clubs and hospitality. We talk about responsibility, visible leadership, staff education and why venues can play such an important role in helping people feel safe, seen and supported.
Debbie shares how her club responded to the re
How Hospitality Leaders Build Calm and Resilient Teams
When service pressure builds, leadership matters more than ever. In this episode, Michelle Pascoe speaks with Damien Schofield about resilience, calm leadership, communication and team connection in high-pressure environments. Drawing on his experience across security, military support and the Younger Heroes program, Damien explains why teams look to leaders for tone, stability and trust when thin
How Community Connection in Hospitality Builds Loyalty and Legacy
Community is often spoken about as a brand value, but in this conversation, Michelle Pascoe and Christopher Hill unpack why it is also a practical strategy for creating better experiences, stronger leadership and deeper loyalty.
Christopher shares how his work in purpose-led travel was born from a life-changing moment in South Africa and how that experience shaped a business model built around co
How Customer Service in Hospitality Is Changing in 2026
What will customer service look like in 2026?
In this episode, Michelle explores how the future of customer experience in hospitality is being shaped by culture, leadership, employee wellbeing and meaningful measurement.
Drawing on insights from recent conversations with hospitality leaders including Andy Goram, Anna Sebastian and Danielle Richardson, we unpack the real drivers behind exceptiona
Internal Customer Service: Psychological Safety in Hospitality
When we talk about customer service in hospitality, the focus is usually on the guest.
But the truth is exceptional guest experiences are created by teams who feel safe, supported, and respected at work.
In this episode, hospitality consultant Anna Sebastian joins Michelle to explore why internal customer service — how leaders support and care for their teams — is the foundation of professional
Customer Experience Strategy: The Inside-Out System
How do you create unforgettable customer experiences?
The answer might not be where most hospitality leaders are looking.
In this episode, Michelle sits down with culture and leadership expert Andy Goram to explore the powerful link between employee experience and customer loyalty. Drawing on decades of hospitality and leadership insight, Michelle and Andy unpack why the best guest experiences s
Customer Service in Hospitality: The Community Advantage
How do you modernise hospitality without losing its heart?
In this episode, I’m joined by Danielle Richardson, Joint Director of the Laundy Hotel Group and a fourth-generation leader in Australian hospitality. We explore customer service, community connection, brand positioning and the future of pubs in a rapidly evolving landscape.
Danielle shares how growing up in a family hospitality business
Gen X Leadership: The Forgotten Leaders’ Secret
Is Gen X the most overlooked leadership generation?
In this episode, Michelle unpacks the powerful leadership insights from this month's conversations with Kimberly Malcolm, Karen Maher and Michael Kelly — and a surprising theme emerges: Gen X leaders are quietly shaping workplace culture, communication and the next generation of leaders.
From psychological safety and respectful workplaces to ca
Women in Hospitality Leadership: Confidence, Connection & Career Growth
Hospitality careers don’t follow straight lines — and that’s exactly where the opportunity lies.
In this episode, Kimberley Malcolm, General Manager of Member Experience & Compliance at the Australian Hotels Association (Victoria), shares her journey from pouring beers behind the bar to shaping leadership, compliance and community across the hospitality and gaming sectors.
You’ll hear practical
Leadership Communication Skills: Project Certainty & Influence
How do leaders make a powerful first impression — before they even speak?
In this episode, Michelle sits down with leadership communication trainer and pitch advisor Michael Kelly to unpack the subtle (but critical) skills that separate confident leaders from those who struggle to be heard.
From body language and vocal tone to pausing, certainty, and executive presence, this conversation is pack
Raising the Bar: Leadership Behaviours That Create Respectful and Safe Hospitality Venues
Content warning: This episode discusses sensitive topics including sexual harassment and workplace safety.
In this episode of The Michelle Pascoe Hospitality Podcast, we explore the leadership behaviours that create safer, more respectful hospitality venues — and why hope is not a strategy when it comes to workplace culture.
Michelle is joined by Karen Maher, founder of Smart Culture and a leadi
Community Leadership in Hospitality: How Connection Drives Culture
In this special end-of-year episode, Michelle wraps up the December theme of community and shares the most important leadership lessons from over 300 episodes and eight years behind the mic.
From heartfelt stories with guests Clare Pearson (Little Wings), Paul Allan (Club Taree) and Natalie Hawkins (Cronulla RSL), to Michelle's own reflections on leadership, resilience, and culture, this episode
How Clubs Build Culture Through Community Work
What does real community leadership look like in 2025 and beyond?
In this powerful episode, Michelle sits down with Paul Allan, CEO of Club Taree, to unpack how a regional club created one of Australia’s most impactful community-driven cultures.
From raising over $1.6 million, to mobilising Gen Z teams, to conquering the Southern Alps and the Shitbox Rally, Paul reveals the systems, values and m
Little Wings Mission: Leading With Heart & Impact
What happens when community, leadership, and purpose collide? In this powerful conversation, Michelle sits down with Clare Pearson, CEO of Little Wings Australia, a not-for-profit providing free, life-saving air transport for seriously ill children across regional NSW and QLD. Together, they unpack the realities of country healthcare, the hidden impact on families, and the extraordinary volunteers
Community Connections That Change Lives
In this episode, host Michelle Pascoe explores why community matters more than ever with Natalie Hawkins, Community Projects Manager at Cronulla RSL. Together, they unpack how connection, belonging, and local support networks have become essential in a post-COVID world — especially as loneliness rises across all generations.
Natalie shares how Cronulla RSL has transformed from a traditional veter
How to Step Back Without Losing Control
Are you struggling to step back without losing control?
In this episode, Michelle breaks down the three pillars of scalable leadership, drawing on November’s conversations with industry leaders Sophie Paviour, Mark Condi and Chris Miller.
You’ll learn why clarity, capability and systems are the real engines behind consistent performance, sustainable growth and confident leadership.
Michelle s
Scaling Pubs & Growing People
This week marks a very special moment — 300 episodes of The Michelle Pascoe Hospitality Podcast. We are truly grateful to every single person who has tuned in, shared an episode, subscribed, or joined us as a guest. Your support has kept this show growing, evolving and reaching leaders across the hospitality industry. Thank you from the bottom of our hearts.
In this milestone conversation, Miche
Women in Gaming: How Gen Z Is Shaping Hospitality’s Future
In this inspiring episode of The Michelle Pascoe Hospitality Podcast, Michelle Pascoe sits down with Sophie Paviour, Associate Product Manager at Aristocrat Gaming, to explore how a new generation of women is redefining leadership in the gaming and hospitality industry.
From starting as a gaming attendant at 18 to joining Aristocrat’s APAC Future Leader Program, Sophie shares how early lessons, m
Leadership Mistakes That Create Risk — and How to Fix Them
In this episode, host Michelle Pascoe sits down with global crisis and risk management expert Christine Miller. Together, they unpack how CEOs and executives can close the "leadership gap" by transforming uncertainty into strategic opportunity.
Drawing on decades of global work with the World Bank, Asian Development Bank, and emergency services, Christine reveals how empowering your mid-level lea
The Honest Feedback Every Hospitality Venue Needs
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.
Mich
Nathan Toleman: Purpose, Profit & Hospitality Leadership
What happens when one of Australia’s most successful café creators trades profit for purpose?
In this inspiring episode, Michelle sits down with Nathan Toleman, founder of Melbourne’s Mulberry Group—the visionary behind Top Paddock, Higher Ground, and The Kettle Black.
Nathan shares how he transformed his hospitality empire into a purpose-driven movement through the Common Ground Project, a soci
Redefining Luxury Through Emotional Connection
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
Rural Revival: The Nyngan Hotel Comeback Story
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 blowou
Personalisation with AI: The Future of Hospitality
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 loyalt
Why Wouldn't You Work in Hospitality!
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
The Ripple Effect: How Visible Leaders Build Culture
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 mo
Hotel Leadership Lessons: From COVID to Community Impact
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 c
Mental Health at Work: How Empathy Builds Stronger Teams
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
The Introverted Leader: 4 P’s for Success
In this episode, Michelle Pascoe sits down with Jennifer Kahnweiler, bestselling author of The Introverted Leader and host of the Introvert Ally podcast. Jennifer is one of the world’s leading experts on introverts at work, and she shares practical insights from the third edition of her bestselling book.
Jennifer explains why introverts aren’t “quiet extroverts” — they draw energy differently. Sh
What Is Your Inner Voice REALLY Costing You?
Are you negotiating with your team… but not yourself?
In this powerful conversation, Michelle Pascoe sits down with Glin Bayley, one of the world’s leading negotiation consultants, to unpack the true meaning of “full-spectrum negotiation”.
From inner dialogue to high-stakes deals, Glin reveals the missing link that’s holding back even the most experienced leaders.
This episode is a must-listen
Robotics in Hospitality: Job Killer or Team Saver?
In this episode, Michelle sits down with robotics and AI leader Ramona Combrink, co-founder and CDTIO of Auto-M8 and Staff-M8, to bust the “robots steal jobs” myth and show how people-first automation stabilises teams and lifts service. Ramona explains why the next five years will strain labour pipelines, and how smart tech—think one-click rostering, rapid onboarding, and her Voice-M8 phone assist
The Evolution of Leadership—Are You Leading or Just Managing?
Leadership isn’t about being perfect — it’s about being present.
Inspired by her recent trip to the USA (including Disneyland, Cheesecake Factory & Moxie), Michelle shares eye-opening service experiences and what they teach us about emotional intelligence, middle management and creating memorable guest interactions.
Whether you're a senior leader or a stretched middle manager in clubs or hospita
Making Service Excellence Stick
In this week’s episode, Michelle shares fresh insights and personal experiences from the National Speakers Association Conference “Influence” in Scottsdale, Arizona. The conversation is all about customer experience - from building emotional loyalty and exceptional guest experience to embracing innovation in hospitality and retail.
Recapping incredible insights across the month of July from Dr Sa
The Power of Sustaining Brand Consistency in Every Guest Experience
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 busi
The Secret to Turning Customer Drama into Raving Reviews
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.
Ma
How Hospitality Venues Can Build A Fiercely Engaged Community
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
Belonging, Kindness & Connection: The Psychology Behind Exceptional Hospitality
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
Why Authentic Hospitality Leaders Succeed
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
Succession, Service & Saying No: The Secrets Behind Mingara’s Growth
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
From Pouring Beers to CEO: A Journey of Opportunity & Vision
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 li
The Bank Robber’s Boy: Peter Norris on Breaking Cycles and Building Culture
Phone Call Secret: The 2025 Customer Service Hack
Businesses in 2025 are flooded with digital noise—but what if standing out was as simple as picking up the phone or posting a handwritten note? In this solo episode, I’m going to take you behind the scenes of my recent speaking tour across Far North Queensland (FNQ), where I connected with 97 passionate small business owners. From Atherton to Port Douglas, I will share with you what’s really reson
From Backyard Dreams to Pet Care Queen
In this heartfelt and inspiring episode, I sit down with Chenelle Conquest, founder of Paws & Whiskers, a Southern Highlands pet care business driven by purpose, heart, and a lifelong love for animals. From secretly hiding a stray dog in her backyard as a child to building a thriving business that provides pet sitting, dog walking, and genuine peace of mind, Chenelle shares her journey from passio
The Power of Visual Storytelling in Hospitality and Beyond
In this insightful episode, I sit down with Kat Lynn, an award-winning food and product photographer, branding strategist, and passionate advocate for regional communities. Kat shares her journey from capturing culinary delights to helping businesses tell their authentic stories through visual branding. Listeners will gain valuable insights into the importance of storytelling in photography and ho
RUOK? to WeCare365
🎙️ In this powerful episode, I’m joined by mental health advocate and founding Board Member of R U OK?, Graeme Cowan. From his personal journey through severe depression to creating meaningful change in workplaces across the globe, Graeme shares the pivotal moments that shaped his mission to build resilience, connection, and care in high-performing teams. We explore how leaders can identify early
Aussie Pub Abroad? Leadership Secrets That Worked
Ever dreamed of opening an Aussie pub… in Sweden? 🇸🇪🍺 Kylie Pangeli-Linky did just that—and she’s sharing how a 20-year vision, leadership resilience, and a deep love for hospitality turned that dream into reality. From selling everything she owned to building a business in a foreign country during a global pandemic, Kylie’s story is equal parts inspiration and strategy.
We dive into leading with
Leading Without The Title
Leadership isn’t just reserved for those with titles. In this solo episode, we explore how frontline team members—those on the ground, face-to-face with guests—can be the most influential leaders in any hospitality environment.
Discover how everyday leadership shapes team culture, elevates the customer experience, and sets the tone for service excellence. Whether you're a manager or a team member
Holiday Leadership Hacks
🐣 Hopping into the Easter rush? In this egg-stra special episode of Holiday Leadership Hacks, I’m sharing 8 smart and simple tips to help you lead your hospitality team with clarity, calm and a sprinkle of fun. From updating policies and FAQs to energising your crew and keeping the customer experience sweet, these Easter-ready leadership hacks will help you stay ahead of the chaos and bring your b
PUT ASIDE YOUR MASK & EGO
Join me for an inspiring conversation with Michelle Baillie, General Manager of Skycity Entertainment Group in Hamilton, New Zealand, as we dive into authentic leadership.
Michelle shares her wisdom on leading without masks or ego, embracing courage and kindness, and cultivating sponsors who advocate for your success—even when you’re not in the room.
Discover the power of saying "yes" to new opp
UNLOCK FINANCIAL FREEDOM
Are you ready to trade burnout for freedom and ease in your business? This week on The Michelle Pascoe Hospitality Podcast, I’m joined by the incredible Miriam Castilla—business mentor, bestselling author, and creator of the Magnetic Money Code. 💡
From rebuilding her life as a single mother to running multiple award-winning, six-figure businesses, Miriam shares her powerful journey and practic
Mid First Shift Quitting
💡 Ever wondered what makes employees stay, thrive, and truly love what they do? In this episode I dive into the secret sauce of building a thriving workplace with none other than Andy Goram, aka “The Sticky Guy.”
As the host of Sticky From The Inside and the founder of Bizjuicer, Andy has spent over 27 years leading culture and brand transformations across Leisure, Retail, Hospitality, and Gam
