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 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
2
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
3
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
4
Why Your Club's Community Program Might Be Miss...
How Club Rivers turns grant funding into genuine community connection.
36 min
5
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
6
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
7
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
8
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
9
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
10
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
11
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
12
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
13
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
14
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
15
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
16
Community Leadership in Hospitality: How Connec...
What does community really mean in hospitality leadership — and why does it matter more than ever?
17 min
17
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
18
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
19
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
20
How to Step Back Without Losing Control
Michelle breaks down the three pillars of scalable leadership: clarity, capability and systems. Learn how to delegate confidently, grow leaders at every level, and reduce firefighting across your team.
15 min
21
Scaling Pubs & Growing People
A special 300th-episode conversation with Duxton Pubs CEO Mark Condi on leadership, culture, community, and the future of Australian hospitality.
42 min
22
Women in Gaming: How Gen Z Is Shaping Hospitali...
What happens when Gen Z meets gaming and hospitality leadership? Join Michelle Pascoe and Sophie Paviour of Aristocrat Gaming as they explore leadership, innovation, and the new wave of women changing the face of the gaming and hospitality industry.
39 min
23
Leadership Mistakes That Create Risk — and How ...
What separates resilient leaders from those who collapse under pressure?
62 min
24
The Honest Feedback Every Hospitality Venue Needs
What if your guests are smiling… but never coming back?
20 min
25
Nathan Toleman: Purpose, Profit & Hospitality L...
How Melbourne’s café icon turned hospitality success into lasting purpose.
37 min