The Michelle Pascoe Hospitality Podcast

Michelle Pascoe
  • 5.0 (11)
  • MARKETING
  • UPDATED WEEKLY

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!

  1. Women in Gaming: How Gen Z Is Shaping Hospitality’s Future

    6 DAYS AGO

    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, mentorship, and her “stage lights” mindset shaped her path — and the two career rules she lives by: build your network and stay humble. 💡 In this episode: • Why every role — even reception — builds your leadership foundation • How resilience from dance shaped Sophie’s confidence and focus • The career-defining lessons from the APAC Future Leader Program • Two timeless tips every emerging leader needs to hear 👉 Subscribe for weekly conversations on leadership, generational insights, and building thriving hospitality teams: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

    40 min
  2. Leadership Mistakes That Create Risk — and How to Fix Them

    4 NOV

    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 leaders to assess and manage risk protects your brand, culture, and bottom line. Michelle and Christine discuss: The real leadership gap — how excluding middle managers from risk decisions weakens organisations Crisis-tested lessons from Christine’s global disaster work with governments and corporations Why proactive risk management fuels innovation, culture, and trust The role of AI in risk, resilience, and real-time decision-making Practical steps to embed “risk thinking” in leadership systems Resources & Links Contact Chris directly: chris@b4crisis.com.au Access Risk & Risk Management resources: RMIA.org.au  Work With Michelle Michelle Pascoe helps hospitality, tourism, and service-based leaders build resilient, empowered teams that thrive in change. Explore her Leadership Development Programs, Customer Experience Training, and Keynote Speaking at michellepascoe.com.

    1h 3m
  3. The Honest Feedback Every Hospitality Venue Needs

    28 OCT

    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. 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

    21 min
  4. Nathan Toleman: Purpose, Profit & Hospitality Leadership

    21 OCT

    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 social enterprise connecting food, community, and sustainability. Discover how he built iconic venues, redefined café culture, and created long-term impact beyond the plate. In this episode, Michelle and Nathan unpack: How to lead with purpose in hospitality The business systems behind café profitability Turning passion into sustainable impact The future of leadership, wellbeing, and AI in hospitality Whether you’re a business owner, leader, or creative visionary, this episode will inspire you to align your success with something greater. Learn more about Common Ground Project → https://www.commongroundproject.com.au/ Work with Nathan via Mulberry Partners → https://mulberrypartners.com.au/ Subscribe to Michelle’s newsletter for leadership and service excellence insights → https://www.michellepascoe.com/blog Discover more episodes with leading entrepreneurs and hospitality innovators → https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

    37 min
  5. Redefining Luxury Through Emotional Connection

    14 OCT

    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 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

    58 min
  6. Rural Revival: The Nyngan Hotel Comeback Story

    7 OCT

    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 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

    47 min
  7. Personalisation with AI: The Future of Hospitality

    30 SEPT

    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 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

    56 min
  8. Why Wouldn't You Work in Hospitality!

    23 SEPT

    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 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

    43 min
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5
out of 5
11 Ratings

About

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!

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