The Michelle Pascoe Hospitality Podcast

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!

  1. How Community Connection in Hospitality Builds Loyalty and Legacy

    4D AGO

    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 connection, contribution and legacy. While his world is travel, the lesson for hospitality and clubs is clear: people want to feel part of something meaningful. This episode explores the idea that connection starts internally first. When teams feel purpose, belonging and care, that culture flows outward into the customer experience. Guests feel it. Communities notice it. Reputation grows because people trust what feels genuine. Michelle also draws out a valuable lesson for venue leaders: community is not separate from service. It is part of service. It is found in how people are welcomed, how teams are led, how safe and valued customers feel and how venues show up in the lives of the people around them. If your venue wants to create experiences that people return to, recommend and respect, this episode is a strong reminder that the most powerful connection is always human first. If you enjoyed this episode: ⭐ Follow the podcast on Spotify⭐ Share this episode with a hospitality leader⭐ Leave a review to help more hospitality professionals discover the show Connect with Michelle 🌐 Website: https://www.michellepascsoe.com💼 LinkedIn: https://www.linkedin.com/in/michellepascoe🎧 Podcast: The Michelle Pascoe Hospitality Podcast Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional customer experiences. Connect with Christopher 🌐 Website: www.handsupholidays.com 🌐 Website: www.impactdestinations.com 🌐 Website: https://handsupincentives.com/

    30 min
  2. How Customer Service in Hospitality Is Changing in 2026

    MAR 24

    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 exceptional guest experiences today. In this episode you’ll learn: • Why customer service starts with employee experience and workplace culture• The biggest challenges facing hospitality teams globally• How leadership impacts guest loyalty and engagement• Why training, wellbeing and communication are essential for service excellence• How mystery shopping and customer experience measurement help businesses improve service delivery We also discuss how hospitality venues can balance technology, innovation and human connection as the industry evolves. Finally, we explore how tools like mystery shopping, service audits and leadership development can help organisations truly understand what their customers experience — and continuously improve. If you work in hospitality, customer service, tourism or any service-based business, this episode will give you practical insights into building stronger teams and delivering unforgettable customer experiences. If you enjoyed this episode: ⭐ Follow the podcast on Spotify⭐ Share this episode with a hospitality leader⭐ Leave a review to help more hospitality professionals discover the show Connect with Michelle 🌐 Website: https://www.michellepascsoe.com💼 LinkedIn: https://www.linkedin.com/in/michellepascoe🎧 Podcast: The Michelle Pascoe Hospitality Podcast Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional customer experiences.

    26 min
  3. Internal Customer Service: Psychological Safety in Hospitality

    MAR 17

    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 standards and guest service excellence. With more than 15 years of experience in luxury members clubs and Forbes Five Star hotels including The Savoy and The Langham, Anna shares insights from across the global hospitality industry. Together, we unpack how businesses can strengthen psychological safety, workplace accountability, and team wellbeing to create stronger teams — and better customer experiences. Because in hospitality, the way we treat our people shapes the way guests are treated. In this episode we explore: Why internal customer service drives external guest service The connection between psychological safety and hospitality standards Why staff wellbeing impacts guest experience How leaders can create workplaces where teams feel safe to speak up The role of accountability and responsibility in professional hospitality environments Why strong workplace culture improves staff retention and service quality How mentorship and community support women in the drinks industry If you enjoyed this episode: ⭐ Follow the podcast on Spotify⭐ Share this episode with a hospitality leader⭐ Leave a review to help more hospitality professionals discover the show Connect with Anna Anna Sebastian Hospitality: https://annasebastianhospitality.com Celebrate Her: https://celebrateher.co Connect with Michelle 🌐 Website: https://www.michellepascsoe.com💼 LinkedIn: https://www.linkedin.com/in/michellepascoe🎧 Podcast: The Michelle Pascoe Hospitality Podcast Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional customer experiences.

    35 min
  4. Customer Experience Strategy: The Inside-Out System

    MAR 10

    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 start behind the scenes — with engaged teams, strong culture, and leaders who remove friction for their people. Andy, founder of Bizjuicer Consulting and host of the Sticky From The Inside podcast, shares how organisations can transform service from transactional to truly memorable by focusing on belonging, contribution, and connection. If your venue or business is focused on fixing customer experience from the outside in, this episode will help you rethink the strategy — and discover why the inside-out approach creates the most loyal customers. 🎧 Subscribe to the PodcastFollow on Spotify, Apple Podcasts, or your favourite platform so you never miss an episode. 📚 Join Michelle’s leadership insights newsletterhttps://www.michellepascsoe.com/blog Connect with Michelle Pascoe🌐 Website: https://www.michellepascsoe.com💼 LinkedIn: https://www.linkedin.com/in/michellepascoe🎧 Podcast: The Michelle Pascoe Hospitality Podcast Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional customer experiences. Connect with Andy Goram 🌐 Website: https://www.bizjuicer.com💼 LinkedIn: https://www.linkedin.com/in/andygoram Andy helps organisations build cultures where people want to stay, grow, and thrive, connecting leadership, employee engagement, and customer experience.

    47 min
  5. Customer Service in Hospitality: The Community Advantage

    MAR 3

    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 shaped her leadership, why she forged her own corporate path first, and how marketing, brand strategy and supplier partnerships now influence the way Laundy Hotels operate today. We dive into: Why hospitality must put people before process How AI and digital systems can enhance (not replace) human connection The evolution of modern pubs as community lounge rooms Balancing heritage with innovation Creating career pathways in hospitality Leading as a woman in a traditionally male-dominated industry Retaining talent through flexible leadership From Watsons Bay to regional community venues, Danielle reveals how listening to your customers, supporting your team, and staying embedded in your local area is the true competitive advantage in hospitality. If you care about customer experience, brand loyalty, leadership, and building community through your business — this conversation is for you. Key Takeaways ✔ Hospitality is no longer “just a job” — it’s a career pathway✔ AI frees up staff to improve customer service✔ Community-first venues outperform transactional businesses✔ Inclusive leadership strengthens hospitality teams✔ Brand storytelling matters more than ever Connect with Danielle Laundy Hotels GroupWebsite: www.laundyhotels.com.auwww.redlionrozelle.com.auwww.watsonsbayhotel.com.au Connect with Michelle If you’re a hospitality leader wanting to elevate your team’s customer service culture and community impact: Website: https://www.michellepascoe.com/Email: michelle@michellepascoe.comLinkedIn: https://www.linkedin.com/in/michellepascoe/Book Michelle for keynotes & hospitality leadership training If this episode resonated, please follow, rate and share the podcast. Your support helps more hospitality leaders build stronger teams and thriving communities.

    55 min
  6. Gen X Leadership: The Forgotten Leaders’ Secret

    FEB 24

    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 calm communication under pressure, this episode explores how middle managers and senior leaders are bridging generational gaps while carrying the weight of the “club sandwich generation”. You’ll discover why leadership isn’t learned from theory — it’s built through experience, responsibility and trust. And why supporting middle management might be the most strategic leadership decision you make in 2026. If you care about culture, customer experience and building future-ready leaders, this one’s for you. 🎧 Share with a leader who’s holding more together than anyone realises. Connect with Michelle Website: https://www.michellepascoe.com

    9 min
  7. Women in Hospitality Leadership: Confidence, Connection & Career Growth

    FEB 17

    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 insights on: Why “soft skills” are actually leadership superpowers How women can confidently step into leadership — even when the room doesn’t look like them The power of mentorship, sponsorship and genuine networking How hospitality venues remain the heartbeat of their communities This is a must-listen for hospitality professionals, emerging leaders and women ready to grow their influence without losing authenticity. Listen now & share with someone building their career in hospitality. Contact Kimberley AHA Website: www.ahavic.com.au State of the Industry Report: https://www.ahavic.com.au/get-to-know-us/13569-2/ Global Gaming Women: https://www.globalgamingwomen.org/ Contact Michelle Website: www.michellepascoe.com

    47 min
  8. Leadership Communication Skills: Project Certainty & Influence

    FEB 10

    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 packed with practical tools hospitality leaders can apply immediately — on the floor, in meetings, and under pressure. You’ll learn why people believe certainty before content, how to avoid rambling, and how to communicate with calm authority even when things go off script. If you lead people, pitch ideas, or manage teams in fast-paced environments, this episode is essential listening. Connect with Michael Website: michaelkelly.com.au Connect with Michelle Website: michellepascoe.com

    46 min
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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!

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