The Michelle Pascoe Hospitality Podcast
Business & Finance
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!
Episodes
- Why Leading with Love Actually Lifts Your Standards
This episode features Michelle Pascoe and Hanna Bauer discussing the crucial role of middle managers in hospitality. They explain that leading with love means upholding consistent service standards to build trust and psychological safety,…
- How Do I Scale My Venue Without Burning Out?
This episode of The Michelle Pascoe Hospitality Podcast features restaurant coach Christin Marvin discussing how to scale hospitality venues using a CEO mindset focused on people, process, and profit. They cover intentional scaling, reduci…
- What Is Your Venue Actually Doing for Your Community?
This episode of The Michelle Pascoe Hospitality Podcast explores the vital role venues play in their communities, drawing lessons from guests like Christopher Hill on meaningful luxury, Damien Schofield on resilience, Debbie Dickson on act…
- Why Your Club's Community Program Might Be Missing the Point
Michelle Pascoe speaks with Jenny Holt, Community Engagement Leader at Club Rivers, about effective community engagement strategies for registered clubs. They discuss the importance of building relationships and actively participating in f…
- Safe Venues Start With Visible Leadership
Host Michelle Pascoe speaks with Debbie Dickson of The Ary Toukley about community leadership in hospitality. They discuss visible leadership, staff education, and how venues can foster safety and support within their communities, emphasiz…
- 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 h…
- 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. Christophe…
- 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 insight…
- 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 consul…
- 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 betwee…
- 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,…
- 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: G…
- 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…
- 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 co…
- 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…
- 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…
- 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 cu…
- 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 i…
- 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…
- 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.…
- 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 t…
- 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 th…
- 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 opport…
- 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 throug…
- 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, High…
- 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 emotionall…
- 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 extraordinar…
- 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’ experienc…
- 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 ca…
- 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 tha…
- 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 lo…
- 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’ l…
- 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…
- 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”…
- 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. Ra…
- 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 emoti…
- 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 emotion…
- 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 t…
- 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, ret…
- How Hospitality Venues Can Build A Fiercely Engaged Community
In this energizing episode of the Michelle Pascoe Hospitality Podcast, I sit down with marketing powerhouse Jenn Donovan—renowned strategist, bestselling author, speaker, and the force behind viral communities like Buy From a Bush Business…
- 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 sun…
- 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 strateg…
- 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 care…
- 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…
- 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…
- 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…
- 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…
- 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, Graem…
- 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 everythi…