The Michelle Pascoe Hospitality Podcast

Michelle Pascoe
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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. Loaded For Success: The Future of Hospitality Operations

    HACE 1 DÍA

    Loaded For Success: The Future of Hospitality Operations

    In this episode, I sit down with Richard McLeod, hospitality veteran and co-owner of Loaded, a groundbreaking platform designed to transform the way hospitality businesses operate. With over 15 years of hands-on experience running a network of 12 diverse bars, pubs, and restaurants across New Zealand, Rich has built Loaded to be the ultimate operational hub, syncing all systems—labour, ordering, menus, and more—into one seamless interface. This real-time powerhouse gives owners and managers visibility over sales, margins, and profit, allowing them to streamline operations, reduce costs, and drive profitability. Tune in to discover how Loaded is empowering over 10,000 hospitality leaders worldwide to run smarter, leaner, and more profitable businesses. To Learn more about Loaded go to https://www.loadedhub.com/

    40 min
  2. Behind the Scenes of Hospitality Recruitment with Industry Legend Jenny White

    5 NOV

    Behind the Scenes of Hospitality Recruitment with Industry Legend Jenny White

    In this episode, I dive into the world of recruitment with Jenny White, CEO & Founder of White Now a powerhouse in the Club, Gaming, and Hospitality industry, known for her vibrant personality and immense dedication. With over 20 years of experience and 1,700+ clients, Jenny (aka "Wiz" on social media) has placed around 7,000 managers and team members, from large clubs to smaller venues, all while infusing her quirky humour and unwavering ethics into her work. We explore the evolving landscape of recruitment and retention, salary packages, the unique needs of regional roles, and her initiative to connect club managers through a private LinkedIn group—a vital resource born during COVID that continues to support industry professionals. Don’t miss this engaging and insightful conversation!

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

    30 OCT

    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
  4. Everyone Has A Role To Play

    21 OCT

    Everyone Has A Role To Play

    In this episode, I speak with Arely about the groundbreaking two-day workshop Mounties is offering to the Club Industry—free of charge—focused on Domestic and Family Violence (DFSV). This initiative is the first of its kind in the industry, aiming to inspire similar efforts across other sectors. With alarming statistics in Australia—where one woman is killed every week by an intimate partner, and one in four women have experienced violence—this workshop is a crucial step forward. Clubs from NSW, QLD, and VIC are coming together to develop DFSV Action Plans, equipping their teams and communities to create safer environments and drive meaningful change.

    39 min
  5. Getting Your People to Step Up: Secrets to Team Empowerment

    17 OCT

    Getting Your People to Step Up: Secrets to Team Empowerment

    In this episode, I had the pleasure of speaking with the dynamic Shivani Gupta—keynote speaker, business coach, author of eight insightful books, including her latest release “Getting Your People to Step Up” and a dedicated coach for women in business. Shivani shares her expertise on leadership, fostering team growth, and empowering employees to step up in challenging times. She also discusses her experiences in her early career path, business owner, employer and the critical lessons she's learned throughout her journey. We dive deep into some key questions, including how to inspire teams to take initiative, strategies for overcoming obstacles in leadership, and Shivani's journey as a female leader in the business world. Shivani’s advice is a goldmine for business owners and leaders looking to cultivate a proactive and engaged workforce, and she offers thoughtful guidance for women aspiring to lead with confidence and impact. Don't miss this insightful conversation!

    52 min
  6. Little Leader, Big Impact: Snacktember

    7 OCT

    Little Leader, Big Impact: Snacktember

    In this inspiring episode, we sit down with 11-year-old Lennox Wade, a remarkable young leader who’s changing the world one snack at a time. At just three years old, Lennox founded Snacktember, a charity that started with a simple idea: to share unwanted snacks with kids who need them. Eight years on, Snacktember has evolved into a registered charity, collecting an astounding 1.4 tonnes of snacks—over 70,000 packets!—and expanding its reach across Australia and soon, globally. Join us as Lennox shares her journey of building Snacktember overcoming the challenges of balancing school and charity work, and how her determination (and a little help from Mum) has inspired partnerships with organisations like Bunnings and Westpac, as well as schools and preschools in every state. You’ll hear about the heartwarming stories behind the snacks, the impact it has had on communities, and what’s next for this incredible charity. Lennox’s story proves that age is no barrier when it comes to making a difference. Listen in to find out how Snacktember is tackling food insecurity head-on, and discover how you can get involved to help feed hungry kids and spread the message of generousity. Tune in now for a dose of inspiration and hope, as Lennox Wade shows us all what it means to be a true change-maker!

    19 min
  7. Creating a Customer Service Culture that Keeps Them Coming Back

    1 OCT

    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
  8. Your Face Says It All

    26 SEPT

    Your Face Says It All

    In this episode, we dive into the powerful connection our facial expressions create, particularly through the simple act of smiling. We'll explore how a genuine smile can foster trust, build rapport, and enhance communication in both personal and professional settings. Learn why your face says it all when it comes to connecting with others and how a smile can positively impact customer experiences and team dynamics.

    7 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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