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
Why Poor Service Keeps Winning in Clubs (And Wh...
Michelle Pascoe explains why service training doesn't stick in registered clubs and what it actually takes to change service culture for good.
13 min
2
Is Customer Experience Dead or Just Changing in...
Rick Denton and Michelle Pascoe on why CX isn’t dying, why cutting staff is a sugar hit, and what hospitality leaders must do differently right now.
39 min
3
Your Guests Loved Their Stay. So Why Don't They...
Why guests don’t return after a great stay, and how hospitality operators can close the loyalty gap after checkout with direct guest relationships.
18 min
4
Can AI Replace the Human Touch in Hospitality?
Brian Vujnovic of MIA Hospitality Management joins Michelle Pascoe to explore how AI is reshaping hotels while human connection remains the heart of hospitality.
50 min
5
Could You Replace Your Best Manager From Within...
Most clubs can’t replace their best manager from within. Michelle Pascoe on building a leadership pipeline before the crisis hits.
7 min
6
The Silent Signs Your Hospitality Team Is Runni...
Learn to spot the early signs of burnout in your hospitality team before they resign. Michelle Pascoe and Rich Ellis share practical tools that work.
31 min
7
Why Leading with Love Actually Lifts Your Stand...
Your middle managers are the connectors holding your service culture together. Hanna Bauer of Heartnomics joins Michelle Pascoe to explore why love and excellence are not opposing forces, how trust deposits build teams that perform under pressure, and what it actually takes to see the humans behind your standards.
44 min
8
How Do I Scale My Venue Without Burning Out?
Christin Marvin shares how independent operators can scale intentionally, reduce staff turnover, and build culture-led teams that run without the owner present.
42 min
9
What Is Your Venue Actually Doing for Your Comm...
Michelle Pascoe examines how registered clubs and hotels that embed genuine community purpose into their culture build stronger teams, more loyal guests, and a competitive advantage no fit-out can replicate.
26 min
10
Why Your Club's Community Program Might Be Miss...
How Club Rivers turns grant funding into genuine community connection.
36 min
11
Safe Venues Start With Visible Leadership
What makes a venue feel safe, trusted and community-led? Michelle speaks with Debbie Dickson about visible leadership, staff education and building safer hospitality spaces.
31 min
12
How Hospitality Leaders Build Calm and Resilien...
Can calm leadership transform team culture in hospitality? Michelle Pascoe and Damien Schofield unpack how resilience, communication and visible leadership help service teams stay connected under pressure.
30 min
13
How Community Connection in Hospitality Builds ...
Learn how hospitality leaders build loyalty, culture and community connection through better service, leadership and customer experience.
30 min
14
How Customer Service in Hospitality Is Changing...
Michelle Pascoe explores how culture, leadership, training, mystery shopping and smart technology shape better customer experiences, stronger teams and long-term business growth in hospitality and service industries.
26 min
15
Internal Customer Service: Psychological Safety...
Hospitality consultant Anna Sebastian explains why internal customer service, psychological safety, and professional standards are essential to building high-performing hospitality teams.
35 min
16
Customer Experience Strategy: The Inside-Out Sy...
Michelle and Andy discuss inside-out customer experience and why employee engagement drives customer loyalty. Discover practical strategies for empowering teams, mapping moments that matter, and building a service culture that creates unforgettable guest experiences.
47 min
17
Customer Service in Hospitality: The Community ...
How do you build powerful community connection in hospitality? Fourth-generation leader Danielle Richardson shares how modern pubs are evolving through customer experience, digital innovation, AI systems and inclusive leadership.
54 min
18
Gen X Leadership: The Forgotten Leaders’ Secret
Gen X leadership insights on culture, communication and building future leaders. Why middle managers are shaping the next generation.
8 min
19
Women in Hospitality Leadership: Confidence, Co...
Hospitality leader Kimberley Malcolm shares insights on leading teams under pressure, building strong relationships and growing confident women in hospitality and gaming leadership.
46 min
20
Leadership Communication Skills: Project Certai...
Michael Kelly, leadership communication trainer, shares how leaders can project certainty, confidence, and clarity through voice, body language, and presence — especially in high-pressure hospitality environments.
45 min
21
Raising the Bar: Leadership Behaviours That Cre...
What role do leaders play in creating safe, respectful hospitality workplaces? In this episode, Michelle is joined by Karen Maher, founder of Smart Culture, to unpack the leadership behaviours that prevent sexual harassment, bullying, and unsafe workplace cultures in hospitality.
53 min
22
Community Leadership in Hospitality: How Connec...
What does community really mean in hospitality leadership — and why does it matter more than ever?
17 min
23
How Clubs Build Culture Through Community Work
Discover how Club Taree built a decade of community impact with Gen Z teams, authentic leadership and purpose-driven culture. A must-listen for club leaders.
67 min
24
Little Wings Mission: Leading With Heart & Impact
Little Wings CEO Clare Pearson shares how purpose, community and leadership transform care for country kids.
35 min
25
Community Connections That Change Lives
What if your local community could change someone’s life? Discover how Cronulla RSL has transformed from a traditional veterans club into a vibrant hub for micro-communities, support groups, veterans, defence families and locals seeking genuine connection.
36 min