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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

26:14

How Customer Service in Hospitality Is Changing in 2026

The Michelle Pascoe Hospitality Podcast ·

2026/03/24

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

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35:21

Internal Customer Service: Psychological Safety in...

The Michelle Pascoe Hospitality Podcast ·

2026/03/17

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

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47:24

Customer Experience Strategy: The Inside-Out System

The Michelle Pascoe Hospitality Podcast ·

2026/03/10

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

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54:38

Customer Service in Hospitality: The Community Advantage

The Michelle Pascoe Hospitality Podcast ·

2026/03/03

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

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8:48

Gen X Leadership: The Forgotten Leaders’ Secret

The Michelle Pascoe Hospitality Podcast ·

2026/02/24

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

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46:32

Women in Hospitality Leadership: Confidence,...

The Michelle Pascoe Hospitality Podcast ·

2026/02/17

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

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45:41

Leadership Communication Skills: Project Certainty &...

The Michelle Pascoe Hospitality Podcast ·

2026/02/10

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

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53:31

Raising the Bar: Leadership Behaviours That Create...

The Michelle Pascoe Hospitality Podcast ·

2026/02/03

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 hospitality venues — and why hope is not a strategy when it comes to workplace culture. Michelle is joined by Karen Maher, founder of Smart Culture and a leading WHS and cultural consultant, who brings over 20 years’ experience working across hospitality,

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17:55

Community Leadership in Hospitality: How Connection...

The Michelle Pascoe Hospitality Podcast ·

2025/12/23

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 (Little Wings), Paul Allan (Club Taree) and Natalie Hawkins (Cronulla RSL), to Michelle's own reflections on leadership, resilience, and culture, this episode is a reminder that AI may be advancing — but human connection remains irreplaceable. In this episode,

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67:29

How Clubs Build Culture Through Community Work

The Michelle Pascoe Hospitality Podcast ·

2025/12/16

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 cultures. From raising over $1.6 million, to mobilising Gen Z teams, to conquering the Southern Alps and the Shitbox Rally, Paul reveals the systems, values and mindset that have shaped a decade of legacy-level impact. In this episode, Michelle & Paul cover:

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35:08

Little Wings Mission: Leading With Heart & Impact

The Michelle Pascoe Hospitality Podcast ·

2025/12/09

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 ill children across regional NSW and QLD. Together, they unpack the realities of country healthcare, the hidden impact on families, and the extraordinary volunteers who keep Little Wings in the air.Clare shares the childhood experiences that shaped her purpose-led

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36:14

Community Connections That Change Lives

The Michelle Pascoe Hospitality Podcast ·

2025/12/02

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 essential in a post-COVID world — especially as loneliness rises across all generations.Natalie shares how Cronulla RSL has transformed from a traditional veterans club into a vibrant hub for micro-communities, support groups, veterans, defence families and locals

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15:55

How to Step Back Without Losing Control

The Michelle Pascoe Hospitality Podcast ·

2025/11/25

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. You’ll learn why clarity, capability and systems are the real engines behind consistent performance, sustainable growth and confident leadership. Michelle shares practical ways to delegate without fear, elevate middle management, reduce firefighting, and build

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42:08

Scaling Pubs & Growing People

The Michelle Pascoe Hospitality Podcast ·

2025/11/18

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 this show growing, evolving and reaching leaders across the hospitality industry. Thank you from the bottom of our hearts.In this milestone conversation, Michelle sits down with Mark Condi, CEO of Duxton Pubs, to explore how one of Australia’s fastest-growing pub

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39:50

Women in Gaming: How Gen Z Is Shaping Hospitality’s...

The Michelle Pascoe Hospitality Podcast ·

2025/11/11

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 the gaming and hospitality industry.From starting as a gaming attendant at 18 to joining Aristocrat’s APAC Future Leader Program, Sophie shares how early lessons, mentorship, and her “stage lights” mindset shaped her path — and the two career rules she lives by: build

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62:37

Leadership Mistakes That Create Risk — and How to Fix...

The Michelle Pascoe Hospitality Podcast ·

2025/11/04

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 opportunity.Drawing on decades of global work with the World Bank, Asian Development Bank, and emergency services, Christine reveals how empowering your mid-level leaders to assess and manage risk protects your brand, culture, and bottom line. Michelle and Christine

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20:33

The Honest Feedback Every Hospitality Venue Needs

The Michelle Pascoe Hospitality Podcast ·

2025/10/28

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 through your customer’s eyes, balance AI data with human emotion, and turn every piece of feedback into action that boosts loyalty, consistency, and connection. Michelle shares real stories from Tracy Sheen, Emily Stanton, Janice Laraine, and Nathan Toleman — four

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37:16

Nathan Toleman: Purpose, Profit & Hospitality Leadership

The Michelle Pascoe Hospitality Podcast ·

2025/10/21

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, Higher Ground, and The Kettle Black. Nathan shares how he transformed his hospitality empire into a purpose-driven movement through the Common Ground Project, a social enterprise connecting food, community, and sustainability. Discover how he built iconic venues,

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57:57

Redefining Luxury Through Emotional Connection

The Michelle Pascoe Hospitality Podcast ·

2025/10/14

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 emotionally intelligent design — is changing the way boutique hotels, short-term rentals, and service brands create trust and connection.If you lead teams in hospitality or service industries, this conversation will inspire you to shift

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46:50

Rural Revival: The Nyngan Hotel Comeback Story

The Michelle Pascoe Hospitality Podcast ·

2025/10/07

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 extraordinary story of restoring a pub closed for 40 years — balancing business growth, family life, and community spirit. From tackling staffing shortages and budget blowouts to mastering authentic leadership and social media storytelling, this episode is packed with lessons

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313 results

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