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PODCAST

The Michelle Pascoe Hospitality Podcast

Michelle Pascoe

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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All Episodes

50:51

Creating Jerk Free, Service-First Cultures

The Michelle Pascoe Hospitality Podcast ·

2025/02/13

In this funny and insightful episode, I sit down with Michael Kerr, Canadian Hall of Fame Speaker and workplace culture expert, to explore the power of humour in the workplace. Michael shares why laughter is a game-changer in high-pressure environments like hospitality, how leaders can create service-first cultures, and the small moments that lead to extraordinary results. Drawing from his books The Jerk-Free Workplace and The Humor Advantage, he provides practical strategies for eliminating

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01:04:59

HEALTHIER HOSPITALITY: WHY MENTAL HEALTH MATTERS IN...

The Michelle Pascoe Hospitality Podcast ·

2025/02/04

In this powerful episode, I sit down with Daniel Chin, hospitality veteran and General Manager of Raising the Bar Foundation, to discuss his incredible journey from a racetrack bartender in Wollongong to spearheading a mental health movement in the hospitality industry. Daniel shares how his early experiences with poor leadership could have ended his career before it even started—but instead, he used them as fuel to build a community-driven initiative that supports mental well-being in

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12:33

Christmas and End of Year Wrap Up

The Michelle Pascoe Hospitality Podcast ·

2024/12/24

🎙️ Thank You, Amazing Listeners! As the year winds down, I would like to take this moment to say a huge THANK YOU for tuning in to the podcast. It means the world to me that the stories I share—whether from our incredible guests or my own experiences—are making an impact on you, your business, your team, and your organisation. 🎄 Wishing you a Christmas filled with joy, peace, and plenty of laughter! 🎄 🌞 Get Ready for Our Summer Season! 🌞 While I take a short break, I’ve got

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59:30

Disnify Your Business: Lessons in Customer Service Magic

The Michelle Pascoe Hospitality Podcast ·

2024/12/15

In this episode, I sit down with the extraordinary Vance Morris, a Disney management alumnus who spent 10 years creating magical experiences at Walt Disney World. From leading the opening of the iconic Chef Mickey’s to running his own successful business, Vance shares how businesses of all sizes can apply Disney-style service principles to create unforgettable customer experiences. Vance’s unique journey—from security guard at a birth control factory to Disney leader, to a thriving entrepreneur—is

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52:25

Take the Leap: Women in Gaming & Hospitality

The Michelle Pascoe Hospitality Podcast ·

2024/12/08

In this episode I’m thrilled to welcome back, Christie Roser, Chief People & Culture Officer at Aristocrat, a global leader in the gaming and hospitality industry. With a team of over 9,000 employees worldwide, Christie brings unparalleled expertise and insight into building strong, inclusive workplaces. Our conversation dives into the critical role of women in the gaming and hospitality industry and that without them the industry cannot grow or be successful. Christie shares powerful advice on

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54:33

YOU ARE STRONGER THAN YOU THINK

The Michelle Pascoe Hospitality Podcast ·

2024/12/03

In this inspiring episode, I sit down with Kirsty Nancarrow, an award-winning former ABC journalist, passionate advocate for journalists, social justice, and gender equality, and now the Co-Director of eMotion Video & Media Training. Kirsty shares her incredible journey from working in hospitality in Sydney and the UK to becoming a leader in media training and storytelling based in Cairns, Australia. We dive into Kirsty’s debut book, Himalayan Dreams: The Story of Som Tamang, an extraordinary tale

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01:16:36

Knowing the Narcissist with Mariya Radysh

The Michelle Pascoe Hospitality Podcast ·

2024/11/26

In this fascinating episode, I’m joined by the brilliant Mariya Radysh—TEDx speaker, author, university lecturer, and interpreter fluent in five languages. With an impressive five university degrees, Mariya brings a wealth of knowledge and personal insight to our discussion about one of the most complex personality types: the narcissist. Mariya unpacks her extensive research on narcissism, offering eye-opening perspectives on how it impacts personal relationships, workplace dynamics, and even

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18:05

Global Labour Shortages - Insights from Asia Pacific

The Michelle Pascoe Hospitality Podcast ·

2024/11/21

In this episode I share insights from speaking at the Mystery Shopping Professionals Association - AP 19th annual conference in Hong Kong. Gathered together with representatives from all over Asia and beyond discussing global labour shortages, ageing populations and the impact on business growth through migration, work preferences and workplace conditions.

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40:23

Loaded For Success: The Future of Hospitality...

The Michelle Pascoe Hospitality Podcast ·

2024/11/12

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

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58:13

Behind the Scenes of Hospitality Recruitment with...

The Michelle Pascoe Hospitality Podcast ·

2024/11/05

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

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53:11

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

The Michelle Pascoe Hospitality Podcast ·

2024/10/30

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

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38:52

Everyone Has A Role To Play

The Michelle Pascoe Hospitality Podcast ·

2024/10/21

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,

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52:09

Getting Your People to Step Up: Secrets to Team...

The Michelle Pascoe Hospitality Podcast ·

2024/10/17

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

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19:09

Little Leader, Big Impact: Snacktember

The Michelle Pascoe Hospitality Podcast ·

2024/10/07

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

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42:23

Creating a Customer Service Culture that Keeps Them...

The Michelle Pascoe Hospitality Podcast ·

2024/10/01

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

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06:36

Your Face Says It All

The Michelle Pascoe Hospitality Podcast ·

2024/09/26

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.

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55:16

Women Leading the Way: Mentorship and Market Strategy

The Michelle Pascoe Hospitality Podcast ·

2024/09/17

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

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19:08

Mapping the Customer Journey

The Michelle Pascoe Hospitality Podcast ·

2024/09/10

In this episode, I dive into the fascinating world of Mystery Shopping, exploring how to bring data to life to create unforgettable customer experiences and elevate service standards. Join me as I uncover the secrets behind our proprietary OARS system, featuring over 10,000 carefully crafted questions designed to evaluate every aspect of a business. Through comprehensive benchmarking and trend analysis, we provide businesses with the insights they need to excel in today's competitive market. I also

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48:41

Are Robots Taking Over The World?

The Michelle Pascoe Hospitality Podcast ·

2024/09/03

In this episode, we dive into the digital landscape with Tracy Sheen, author of the award-winning "The End of Technophobia" and the upcoming "AI & U: Business Reimagined." Tracy, a leading futurist in APAC, is renowned for demystifying complex tech concepts and making them accessible for businesses of all sizes. With over 120 workshops delivered across Australia in the past year, she brings a wealth of experience and insights on leveraging AI and digital tools to foster business innovation and

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09:20

The Power of Connection & Learning Across Industries

The Michelle Pascoe Hospitality Podcast ·

2024/08/27

In this episode, I share my recent experience speaking at a conference outside the hospitality industry. It was an eye-opening opportunity to learn new things, meet inspiring people, and broaden my perspective. I dive into the importance of continuous learning and education for personal and professional growth, and how stepping into different industries can enrich your journey and expand your network. Tune in to explore the value of staying curious and connected in our ever-evolving world.

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300 results

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