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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

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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55:47

Personalisation with AI: The Future of Hospitality

The Michelle Pascoe Hospitality Podcast ·

2025/09/30

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’ experience helping small businesses adopt digital tools, Tracy shares how AI can: Automate repetitive admin tasks like rostering & stock control Personalise loyalty programs and enhance customer experience Unlock smarter marketing strategies — even on tight

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43:20

Why Wouldn't You Work in Hospitality!

The Michelle Pascoe Hospitality Podcast ·

2025/09/23

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 career journey from McDonald’s to the executive suite, offering insights into recruitment, workplace culture, and the future of hospitality careers. She also opens up about her work with Biyani House Women’s Shelter, championing community, education, and domestic

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42:13

The Ripple Effect: How Visible Leaders Build Culture

The Michelle Pascoe Hospitality Podcast ·

2025/09/16

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 that thrive under pressure. From healthcare to hospitality to ESPN and Disney, Lisa shares how leaders bring “the weather” into the room and why presence is the most powerful gift you can give your team.In this episode, Michelle and Lisa cover: Why leadership

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54:37

Hotel Leadership Lessons: From COVID to Community Impact

The Michelle Pascoe Hospitality Podcast ·

2025/09/09

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 long-awaited merger of Australia’s two peak accommodation bodies.Now retired from executive leadership, Michael is channelling his passion into ReLove, a Sydney charity furnishing homes for people escaping homelessness and domestic violence. By connecting hotels

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59:50

Mental Health at Work: How Empathy Builds Stronger Teams

The Michelle Pascoe Hospitality Podcast ·

2025/09/02

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’ leadership experience, Steve has transformed workplace culture, guided his club through crises like the 2018 Commonwealth Games and COVID-19 border closures, and spearheaded the Essentially Coolie campaign, which secured $14 million for his community. He also

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48:27

The Introverted Leader: 4 P’s for Success

The Michelle Pascoe Hospitality Podcast ·

2025/08/26

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 practical insights from the third edition of her bestselling book.Jennifer explains why introverts aren’t “quiet extroverts” — they draw energy differently. She introduces her proven 4 P’s framework (Prepare, Presence, Push, Practice) for building confidence,

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57:43

What Is Your Inner Voice REALLY Costing You?

The Michelle Pascoe Hospitality Podcast ·

2025/08/19

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”. From inner dialogue to high-stakes deals, Glin reveals the missing link that’s holding back even the most experienced leaders. This episode is a must-listen for hospitality leaders, frontline managers, and anyone navigating people, pressure, and performance in

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54:57

Robotics in Hospitality: Job Killer or Team Saver?

The Michelle Pascoe Hospitality Podcast ·

2025/08/12

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. Ramona explains why the next five years will strain labour pipelines, and how smart tech—think one-click rostering, rapid onboarding, and her Voice-M8 phone assistant—removes friction for both staff and guests. From personalised welcomes to data-driven loyalty, she

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20:24

The Evolution of Leadership—Are You Leading or Just...

The Michelle Pascoe Hospitality Podcast ·

2025/08/05

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 emotional intelligence, middle management and creating memorable guest interactions. Whether you're a senior leader or a stretched middle manager in clubs or hospitality, this episode offers real, relatable insights and actions to help you lead with heart (not just

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21:52

Making Service Excellence Stick

The Michelle Pascoe Hospitality Podcast ·

2025/07/29

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 emotional loyalty and exceptional guest experience to embracing innovation in hospitality and retail. Recapping incredible insights across the month of July from Dr Samantha Worthington, Jenn Donovan, Marc Haine and Steve Sidd, Michelle explores: Why personalised

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42:34

The Power of Sustaining Brand Consistency in Every...

The Michelle Pascoe Hospitality Podcast ·

2025/07/22

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 the industry—from opening his first restaurant at 18 to now managing over 13 venues and 350+ staff—offers powerful insights for hospitality professionals and business leaders alike.Steve shares pivotal moments from his career, the importance of nurturing and

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43:51

The Secret to Turning Customer Drama into Raving Reviews

The Michelle Pascoe Hospitality Podcast ·

2025/07/15

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, retail, and customer-facing industries, Marc brings a wealth of experience as a strategist, keynote speaker, consultant, and author of Lights, Camera, Action. Marc and I explore what it truly takes to build a service culture that’s notonly sustainable but

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45:27

How Hospitality Venues Can Build A Fiercely Engaged...

The Michelle Pascoe Hospitality Podcast ·

2025/07/08

In this energizing episode of the Michelle Pascoe Hospitality Podcast, Isit down with marketing powerhouse Jenn Donovan—renowned strategist,bestselling author, speaker, and the force behind viral communities likeBuy From a Bush Business and the Spend With Us marketplace. We dive into the heart of rural and regional connection, discussing howbusinesses and hospitality venues—especially clubs—can build engaged,fiercely loyal communities, not just passive followers. Jenn unpacks the essentials of

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300 results

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