The Michelle Pascoe Hospitality Podcast

Michelle Pascoe
The Michelle Pascoe Hospitality Podcast

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. From Science to Sips: Altina's Mission to Revolutionise Wine

    OCT 30

    From Science to Sips: Altina's Mission to Revolutionise Wine

    In this episode, I sit down with Christina Delay, Ph.D. the visionary founder of ALTINA Drinks, a company revolutionising the non-alcoholic wine industry with a scientific approach and a deep appreciation for native Australian botanicals. With a background in Chemical Biotechnology and Plant Biology, Christina shares her personal journey of disrupting the beverage world. Motivated by the search for alcohol alternatives that retain the same complexity and enjoyment, she turned her expertise toward crafting unique, botanically infused wines. Unlike other non-alcoholic wines, ALTINA avoids sugar and grape juice concentrates, opting instead for native Australian botanicals that offer depth and character, creating a taste experience celebrated worldwide.  In this engaging conversation, we explore: Christina’s vision and how she brought ALTINA from idea to fruition, building it into a major player in the non-alcoholic wine space.  The meaning behind every element of ALTINA—from branding and labelling to ingredients—making the product a journey of discovery beyond wine.  Christina’s passion for mentoring startups, offering logistical and business guidance through her Canberra-based hub, fostering innovation and growth in the local entrepreneurial community.  Tune in for an inspiring discussion about disrupting industries, fostering innovation, and redefining experiences—without alcohol!  https://altinadrinks.com/

    53 min
  2. Creating a Customer Service Culture that Keeps Them Coming Back

    OCT 1

    Creating a Customer Service Culture that Keeps Them Coming Back

    In this episode of The Michelle Pascoe Hospitality Podcast, we are joined by the incredible Shep Hyken, a world-renowned customer service and experience expert, researcher, and New York Times and Wall Street Journal bestselling author. Shep has dedicated his career to helping companies build loyal relationships with their customers and employees. With eight books under his belt, including his latest, “I’ll Be Back: How to Get Customers to Come Back Again and Again” and as the creator of The Customer Focus™, Shep knows a thing or two about crafting unforgettable experiences! Get ready for a fun and enlightening conversation filled with laughter, practical tips, and valuable insights. We explore the fine line between service and experience, diving deep into what makes each unique and essential in today’s competitive landscape. Shep shares stories of memorable customer moments from global brands, revealing the secrets behind their success and how they connect with individuals on a deeper level. We also delve into the often-overlooked world of “internal customer service”—because happy employees mean happy customers! Learn how brands can foster a loyalty mindset not just with customers but within their teams. Plus, we chat about the digital age of customer connection. How do you build authentic relationships over the internet? How do chatbots and AI fit into the customer journey without losing the human touch? Shep unpacks these questions and discusses how AI can enhance customer experiences in ways we’ve never imagined. Whether you’re a business owner, a leader, or simply passionate about delivering great service, this episode is packed with actionable takeaways. Join us for an engaging conversation that is sure to inspire and equip you with fresh ideas to elevate your customer and employee relationships! Discover how to turn customers into lifelong advocates! Don’t miss this chance to learn from one of the best in the business! Hit play and start transforming your customer interactions today. Learn More Go to:  https://hyken.com/

    42 min
  3. Women Leading the Way: Mentorship and Market Strategy

    SEP 17

    Women Leading the Way: Mentorship and Market Strategy

    In this incredible episode I sit down with Rachel McHugh, a dynamic leader in the gaming industry with a fascinating career journey that proves there’s no one path to success. With a Bachelor of Commerce in Marketing and Demography, Rachel initially aspired to become a demographer for the Australian Bureau of Statistics. But life had different plans! Rachel shares her story of pivoting from her initial dreams to a career in marketing, first with Dental Corporation and Yokogawa, before making a bold leap into the gaming industry. With no prior experience, Rachel took a chance and landed a role at IGT as a Product Coordinator, quickly rising to Product Manager for ANZ, where she stayed for nearly six years. Today, she is the Senior Product Manager for the APAC region at Ainsworth Game Technology, where she leads go-to-market strategies, product roadmap development, sales enablement, and fosters cross-functional collaboration. In our conversation, Rachel opens up about her experiences in mentoring, her insights into entering the gaming industry, and the challenges she has faced along the way. We also discuss the importance of women in leadership, finding time for oneself, and achieving balance in a demanding industry. Rachel’s background in demography continues to influence her work as she navigates market data and release strategies, helping to better align games and roadmaps with market needs. If you're curious about the gaming industry, interested in product management, or passionate about women's leadership, this episode is for you! Tune in to hear Rachel's inspiring journey, her advice for overcoming challenges, and her tips on finding balance while forging a path in a fast-paced world. Don’t miss this engaging episode with Rachel McHugh – listen and download now!

    55 min

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!

You Might Also Like

To listen to explicit episodes, sign in.

Stay up to date with this show

Sign in or sign up to follow shows, save episodes, and get the latest updates.

Select a country or region

Africa, Middle East, and India

Asia Pacific

Europe

Latin America and the Caribbean

The United States and Canada