Shows
The Michelle Pascoe Hospitality PodcastLeadership Communication Skills: Project Certainty & InfluenceHow 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 pressure.
You’ll learn why people believe certainty before content, how to avoid rambling, and how to communic...
2026-02-1045 min
The Michelle Pascoe Hospitality PodcastRaising the Bar: Leadership Behaviours That Create Respectful and Safe Hospitality VenuesContent 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, government, and private organisations.
In this episode, we discuss:
Why leadership behaviour matters more than policies
How hospitality culture has shifted — and where gap...
2026-02-0353 min
The Michelle Pascoe Hospitality PodcastCommunity Leadership in Hospitality: How Connection Drives CultureIn 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, Michelle covers:
Why community is built one human moment at a time
How connection protects teams from burnout and disengagement
Powerful...
2025-12-2317 min
The Michelle Pascoe Hospitality PodcastHow Clubs Build Culture Through Community WorkWhat 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:
Where the Club Taree Community Team began — and why it worked
H...
2025-12-161h 07
Manage Self, Lead Others: Emotional Intelligence and Leadership for Managers176 Mystery Shopping: CX Secrets—Michelle PascoeIn this episode with Michelle Pascoe, we lift the lid on mystery shopping and what it really reveals about leadership, service, and customer experience.
From why traditional surveys fail, to how insight-based mystery shopping exposes what leaders never see when they are not present, this conversation explores how organisations can turn observation into improvement.
We also look at generational expectations, the role of robotics, and why human connection still matters more than ever.
SOUNDBITES
Mystery shopping explained beyond the...
2025-12-1625 min
The Michelle Pascoe Hospitality PodcastLittle Wings Mission: Leading With Heart & ImpactWhat 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 leadership, the evolution of her values-driven culture, and the emotional stories behind their 400% service growth.
Michelle & Clare cover:
How Little Wings tra...
2025-12-0935 min
The Michelle Pascoe Hospitality PodcastCommunity Connections That Change LivesIn 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 seeking genuine connection. From the Service Recognition Card to War Animal Day and Trees of Hope, the club is redefining what modern community building looks like.
2025-12-0236 min
The Michelle Pascoe Hospitality PodcastHow to Step Back Without Losing ControlAre 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 a team who think, decide and lead — not just follow instructions.
In this episode, Michelle covers:
Why “I can’t step bac...
2025-11-2515 min
The Michelle Pascoe Hospitality PodcastScaling Pubs & Growing PeopleThis 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 groups continues to scale while protecting the soul of each local venue.
Mark shar...
2025-11-1842 min
The Michelle Pascoe Hospitality PodcastWomen in Gaming: How Gen Z Is Shaping Hospitality’s FutureIn 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 your network and stay humble.
💡 In this episode:
• Why every role — even reception — builds your leadership f...
2025-11-1139 min
The Michelle Pascoe Hospitality PodcastLeadership Mistakes That Create Risk — and How to Fix ThemIn 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 discuss:
The real leadership gap — how excluding middle managers from risk decisions weakens organisations
Crisis-tested lessons from Christine’s global disaster...
2025-11-041h 02
The Michelle Pascoe Hospitality PodcastThe Honest Feedback Every Hospitality Venue NeedsIn 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 leaders redefining hospitality with courage, purpose, and empathy.
💬 Key Takeaways
Mystery shopping isn’t about compliance — it’...
2025-10-2820 min
The Michelle Pascoe Hospitality PodcastNathan Toleman: Purpose, Profit & Hospitality LeadershipWhat 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, redefined café culture, and created long-term impact beyond the plate.
In this episode, Michelle and Nathan unpack:
How to lead wit...
2025-10-2137 min
The Michelle Pascoe Hospitality PodcastRedefining Luxury Through Emotional ConnectionIn 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 from transactional to transformational guest experiences.
This episode covers:
Why aesthetics alone no longer create loyalty in hospitality
The three-part brand journey that drives emotional connection
How to embed Hospitality EQ in...
2025-10-1457 min
The Michelle Pascoe Hospitality PodcastRural Revival: The Nyngan Hotel Comeback StoryIn 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 for anyone in hospitality or regional business.
You’ll learn:
The business mindset behind reviving a historic building
How to lead and...
2025-10-0746 min
The Michelle Pascoe Hospitality PodcastPersonalisation with AI: The Future of HospitalityIn 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 budgets
Turn customer feedback into real business growth
Support staff by acting as a collaborator, not a competitor
You’ll also hear real-world examples of how venues are...
2025-09-3055 min
The Michelle Pascoe Hospitality PodcastWhy Wouldn't You Work in Hospitality!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 violence prevention.
In this episode, Michelle and Sharyn cover:
How hospitality offers long-term career pathways beyond casual jobs
Recruitment and cult...
2025-09-2343 min
The Michelle Pascoe Hospitality PodcastThe Ripple Effect: How Visible Leaders Build CultureIn 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 visibility is the spark for healthy communities
How presence creates a ripple effect in culture and performance...
2025-09-1642 min
The Michelle Pascoe Hospitality PodcastHotel Leadership Lessons: From COVID to Community ImpactIn 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 undergoing refurbishments with families in need, ReLove is also helping the sector achieve its ESG goals — a win for people and the planet.
Key Po...
2025-09-0954 min
The Michelle Pascoe Hospitality PodcastMental Health at Work: How Empathy Builds Stronger TeamsWhat 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 leads Clubs for a Cause, raising awareness and funds for mental health programs.
In this episode, Michelle and Steve cover:
How empathy transforms leadership in clubs a...
2025-09-0259 min
Experience Leadership - The Small Business PodcastHow to Lead a Multigenerational Team Without Losing Your Mind with Michelle PascoeThe Hidden Cost of Generational Miscommunication
with Michelle Pascoe
Leading across generations isn’t a soft skill—it’s a survival skill.
Today’s workplaces are a multi-generational mix of Boomers, Millennials, Gen Z, and yes—even the occasional Gen X manager still pretending frosted tips are cool. The result? Miscommunication, unmet expectations, and a whole lot of eye-rolling in staff meetings.
In this episode of Marc Haine Live, multigenerational leadership expert Michelle Pascoe shares how to retain top talent, boost engagement, and create a workplace that works for everyone—from Gen Z to Boomers.
Need to...
2025-08-2857 min
The Michelle Pascoe Hospitality PodcastThe Introverted Leader: 4 P’s for SuccessIn 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, influence and leadership skills without acting out of character.
You'll learn:
Why introverts are half the workforce —...
2025-08-2648 min
The Michelle Pascoe Hospitality PodcastWhat Is Your Inner Voice REALLY Costing You?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 2025.
WHAT YOU’LL LEARN:
Why self-leadership is the starting point for negotiation
Glin’s 7-year journ...
2025-08-1957 min
The Michelle Pascoe Hospitality PodcastRobotics in Hospitality: Job Killer or Team Saver?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 shares practical ways venues can deliver faster, friendlier experiences across six generations of customers. Ramona’s playbook is refreshingly simple: start small, fix...
2025-08-1254 min
The Michelle Pascoe Hospitality PodcastThe Evolution of Leadership—Are You Leading or Just Managing?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 KPIs).
What You’ll Learn
Why Disneyland still sets the gold standard in hospitality leadership
The “in...
2025-08-0520 min
The Michelle Pascoe Hospitality PodcastMaking Service Excellence StickIn 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 kindness is free and delivers exceptional returns.
Tips for creating emotionally-connected, high-performing teams.
The role of storytelling and care in amplifying brand loyalty and guest...
2025-07-2921 min
The Michelle Pascoe Hospitality PodcastThe Power of Sustaining Brand Consistency in Every Guest ExperienceThis 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 promoting talent within teams, and why staff retention is crucial for long-term business success. Discover how Steve and his company, Catering HQ, use au...
2025-07-2242 min
The Michelle Pascoe Hospitality PodcastHow Hospitality Venues Can Build A Fiercely Engaged CommunityIn 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 community leadership, safe online spaces, and the art of meaningful storytelling that captures both locals and visito...
2025-07-0845 min
The Michelle Pascoe Hospitality PodcastWhy Authentic Hospitality Leaders SucceedWhat’s the #1 leadership trait that transforms teams? Authenticity... and in this episode Michelle reflects on three powerful interviews with hospitality CEOs - revealing how authenticity fuels vision, culture, and resilience. From strategic growth to community-first values and courageous leadership, this episode is your blueprint for real-world impact in the hospitality space. Are you leading with presence, values and purpose? Watch/listen now & elevate your leadership style.
2025-06-2617 min
The Michelle Pascoe Hospitality PodcastPhone Call Secret: The 2025 Customer Service HackBusinesses in 2025 are flooded with digital noise—but what if standing out was as simple as picking up the phone or posting a handwritten note? In this solo episode, I’m going to take you behind the scenes of my recent speaking tour across Far North Queensland (FNQ), where I connected with 97 passionate small business owners. From Atherton to Port Douglas, I will share with you what’s really resonating with customers today—and spoiler alert, it’s not another email funnel. I dive into the power of warm calls, the charm of snail mail, and how getting ba...
2025-05-2923 min
The Michelle Pascoe Hospitality PodcastPUT ASIDE YOUR MASK & EGOJoin me for an inspiring conversation with Michelle Baillie, General Manager of Skycity Entertainment Group in Hamilton, New Zealand, as we dive into authentic leadership. Michelle shares her wisdom on leading without masks or ego, embracing courage and kindness, and cultivating sponsors who advocate for your success—even when you’re not in the room. Discover the power of saying "yes" to new opportunities, leveraging transferable skills, and understanding the profound impact leaders have on their teams. A must-listen episode for anyone in hospitality striving to grow as a leader and positively influence their workplace.
2025-04-0243 min
Poolside Perspectives with Ash HartneyEpisode 27 - Building Unforgettable Client Experiences: Insights from 30 Years in Business with Michelle PascoeIn this episode of Poolside Perspectives, we sit down with Michelle Pascoe, founder of Optimum Operating Procedures and Services (OOPS) and one of Australia’s leading voices in leadership development and customer experience. From her humble beginnings on a turkey farm in regional Australia to building a thriving training and research business, Michelle’s journey is a testament to resilience, adaptability, and unlocking untapped potential.With over 30 years of experience, Michelle works closely with organizations to foster positive workplace cultures, navigate generational diversity, and elevate customer service standards. She’s passionate about helping individuals see the possibilities within...
2025-03-2343 min
The Michelle Pascoe Hospitality PodcastUNLOCK FINANCIAL FREEDOM Are you ready to trade burnout for freedom and ease in your business? This week on The Michelle Pascoe Hospitality Podcast, I’m joined by the incredible Miriam Castilla—business mentor, bestselling author, and creator of the Magnetic Money Code. 💡 From rebuilding her life as a single mother to running multiple award-winning, six-figure businesses, Miriam shares her powerful journey and practical strategies for:✨ Mastering your money habits✨ Aligning your business with your core values✨ Creating true financial and time freedom✨ Overcoming burnout and reigniting passion for your work Miriam also has a webinar 'Burn Down The Hamster Whe...
2025-03-1838 min
The Michelle Pascoe Hospitality PodcastMeasuring & Benchmarking are the Backbone to Hospitality Success In today’s episode of The Michelle Pascoe Hospitality Podcast, I'm diving deep into the strategies that help hospitality businesses thrive in an ever-evolving landscape. I’ll guide you through how data, measurement, and benchmarking can transform your venue into a VIP destination for every guest. 🔍 What You’ll Learn:✅ Why starting with data is critical for long-term success✅ The six essential tools for measuring guest experiences✅ How to embrace diversity—age, culture, accessibility, and more—to exceed expectations✅ The power of benchmarking in refining your service, compliance, and marketing strategies✅ Why long-term data insights help businesses stay ahead of the compe...
2025-02-2730 min
CX Passport200!!! The one with the scene setting - Michelle Pascoe E200What's on your mind? Let CX Passport know...🎤🎞️Holy hades! We did it! CX Passport Episode 200! Thank you to the great listeners and viewers! Enjoy episode 200 “The one with the scene setting” Michelle Pascoe from down under in CX Passport Episode 200🎧 What’s in the episode?...CHAPTERS0:00 Introduction and Background1:38 The Importance of Hospitality 3:11 Challenges and Benefits of Hospitality6:10 Creating Intuitive Customer Experiences9:46 Multi-Generational Customer Engagement15:32 Exploring Australia Beyond Major Cities19:46 1st Class Lounge24:24 Setting the Scene for Customer...
2025-01-2135 min
Shine on CX Show: Illuminating the Path to Exceptional Customer ExperienceShine on CX Show with Michelle Pascoe🎙 Episode Title: Unlocking Potential Across Generations with Michelle Pascoe
In this episode of the Shine on CX Show, we’re thrilled to welcome Michelle Pascoe, Leadership & Customer Experience Expert, to explore a topic crucial for today’s workplace: how to unlock the potential of employees across different generations. From Baby Boomers to Gen Z, each generation has unique needs, expectations, and motivations. Michelle shares her expert insights on how businesses can understand these differences to truly look after their employees, foster engagement, and create an environment where everyone thrives.
Tune in to discover practical strategies for imp...
2024-10-0326 min
The Michelle Pascoe Hospitality PodcastCreating a Customer Service Culture that Keeps Them Coming BackIn 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 Focus™, Shep knows a thing or two about crafting unforgettable experiences! Get ready for a fun and enli...
2024-10-0242 min
The Michelle Pascoe Hospitality PodcastCreating a Customer Service Culture that Keeps Them Coming BackIn 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 Focus™, Shep knows a thing or two about crafting unforgettable experiences! Get ready for a fun and enli...
2024-09-2442 min
Podvan Podcast with RabbitEp86 Michelle Pascoe With Public Speaking Tips🎙️ In Episode 85, Rabs sits down with Michelle Pascoe, a hospitality expert and business coach who has spent over 30 years helping businesses thrive through frontline training, leadership development, and mystery shopping. Here’s what you can expect:•Mystery Shopping Explained: Michelle breaks down what mystery shopping really is and how it helps businesses improve their services, providing behind-the-scenes insights into her proprietary 600-page reports. 📊🛍️•Building Leadership in Hospitality: Discover how Michelle helps businesses cultivate effective leaders by turning team members into managers, with a focus on communication, values, and culture. 🍽️🏢•Public Speaking Tips: Michelle shares advice on how...
2024-09-1755 min
Amazing Business RadioThe 3 E's of Customer Experience Featuring Michelle PascoeTips for Training Teams with a Hospitality Mentality Shep Hyken interviews Michelle Pascoe, CEO of Optimum Operating Procedures and Services, also known as OOPS. She talks about the 3 E's of customer experience and the impact of values-based training on creating a lasting impression. This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What does "Hospitality Mentality" mean?
What is the difference between customer service and customer experience?
How can businesses create a memorable last impression for customers?
Why is a values-based education important in shaping employees' customer behaviors and interactions? ...
2024-07-3025 min
HerBusiness266: From Buddy to Boss: Igniting Your Potential for Career Advancement with Michelle PascoeEver felt torn between being an employee's friend and their boss? Or unsure how do you keep being relatable and respected as you grow into the CEO role? Or even uncomfortable having to draw boundaries as your team grows? These are challenges faced by many bosses. In this episode of the HerBusiness Podcast, we're talking about how to transition from your employee's 'buddy' to their 'boss'. With the lovely Michelle Pascoe, we're diving into the essential steps for establishing boundaries, developing a boss mindset, and navigating the complexities of managing a...
2024-07-2441 min
Two Gins In - A Designer's PerspectiveEp #27 The hotel & Club Industry - Why thoughtful design matters with Michelle PascoeIn this episode of Two Gins In, hosts Helen and Karyn sit down with Michelle Pascoe, an esteemed international speaker and expert in customer service and hospitality. Michelle, founder of Optimum Operating Procedures and Services (OOPS), brings nearly 30 years of experience to the conversation, delving into the nuances of creating exceptional customer experiences. She shares insights on the importance of emotional connections in service delivery and how businesses can transform ordinary interactions into memorable experiences.
Michelle discusses the post-COVID challenges facing the hospitality industry, particularly the loss of middle management and frontline staff. She emphasizes the need f...
2024-05-1744 min
Biz Bites for Thought LeadersNavigating the Seas of Hospitality with Michelle PascoeJoin us as we explore the critical balance between automation and human touch in creating enduring customer relationships, the importance of leadership development, and strategies for future-proofing businesses in any sector. We dive into an enlightening conversation with the accomplished Michelle Pascoe. Celebrating her 30th year in business, Michelle sheds light on her extensive experience in the world of hospitality and tourism, as well as her passion for exceptional customer service. From navigating the evolving landscape of the industry to innovating through proprietary technology, Michelle shares the lessons learned and insights gained from her remarkable journey. Don't miss out...
2024-04-0842 min
The Michelle Pascoe Hospitality PodcastEpisode 216 - Exploring Service Industry Challenges & Innovations 🎧 Tune in to the latest episode of The Michelle Pascoe Hospitality Podcast! 🌟 In this week’s episode, I take the guest seat to share my invaluable insights and experiences gained over three decades dedicated to the customer experience. Prepare to be inspired as I dive deep into the customers' insatiable quest for the most unforgettable moments. Joining Michelle as the host is the remarkable Yanique Grant, founder of the highly acclaimed Navigating the Customer Experience Podcast. Together, they uncover the challenges faced by the service industry and provide invaluable global perspectives on the matter. Discover how my own proprietary software...
2024-03-0528 min
The Champagne Lounge28. Creating Memorable Experiences with Michelle PascoeSummary
In this episode, Rebecca is joined by Michelle Pascoe, a hospitality expert with 29 years of experience. They discuss the importance of creating memorable experiences for customers and the challenges of staff engagement in the hospitality industry.
Michelle shares tips on training staff in customer engagement and implementing wow factors in customer service. They also discuss the importance of celebrating successes in business.
Takeaways:
Creating memorable experiences is crucial in the hospitality industry.
Training staff in customer engagement is essential for providing exceptional service.
Implementing wow factors, such as personalization and small...
2024-02-2629 min
Navigating the Customer Experience216: Exploring Service Industry Challenges and Innovations: Insights from a Global Perspective with Michelle PascoeSend us a textMichelle Pascoe (CSP) is an international speaker, accredited trainer, researcher, author, podcaster and experienced businesswoman. She has an undeniable passion for customer service, mystery shopping and team motivation, and is a specialist in every aspect of service operations and processes and their impact on the customer experience. In 1994, she founded one of Australia's most respected training companies, Optimum Operating Procedures and Services Pty Ltd (OOPS). Serving the hospitality industry for almost 30 years, OOPS is still a thriving provider of mystery shopping, service benchmarking, surveys and focus groups, competitor audits, team training an...
2024-01-0928 min
The Debra Shepherd Podcast64: Leaving The 9-5 To Pursue Your Dream Of Starting A Business With Michelle PascoeWant to leave your 9-5 and start a business? On the podcast this week, Debra welcomes Michelle Pascoe back to the show to talk about how you can embrace your Second Momentum and pursue your dream of starting a business. Ready? EPISODE HIGHLIGHTS Michelle shares her entrepreneurial journey and talks about how to identify your passion and start your dream business. The importance of customer service and the customer experience journey in online and offline businesses. Success and having the power to choose the life and business you want to create. Why yo...
2021-05-1244 min
The Michelle Pascoe Hospitality PodcastR U OK? Taking care of yourselfThursday 10th September is the day when we ask “RUOK?” It’s been a bloody struggle for everyone. Being a leader the pressure of making sure your team are okay has impacted on your only mental health. It’s important to be honest with yourself, seek out help or at least have a cuppa with a friend and tell them how you are feeling. Don’t shrug it off saying “It will be alright”. “There’s more to say after R U OK?” Link to Download guide: https://www.ruok.org.au/join-r-u-ok-day
2020-09-0907 min
The Michelle Pascoe Hospitality PodcastThe Secret Diary of a Mystery Shopper In this episode I chat with Claire Boscq-Scott all the way from the Jersey Isle who shares with us her tales, strategies and implementation of her mystery shopping company over the past decade with her clients throughout the UK, Europe, Asia and Africa. With the launch of her “tell all” book The Secret Diary of a Mystery Shopper, if you have customers this is a must listen. Link to Book: https://www.claireboscqscott.com/books/the-secret-diary-of-a-mystery-shopper/
2020-09-0132 min
The Michelle Pascoe Hospitality PodcastIs connections all about numbers or people?Having thousands of followers maybe amazing for some, however, for others, it's about connections actually recognising the person you've been talking to or who has been liking your posts or you've liked them when they walk into your business. Which are you?
2020-08-2606 min
The Michelle Pascoe Hospitality PodcastWhat are your team saying to your customers?No matter who they are no one will ever love your business like you do. When it comes to your reputation what are your team saying to your customers? In this episode I share a story of a good friend and the questionable customer service.
2020-08-1812 min
The Michelle Pascoe Hospitality PodcastTackling Technology How would you describe yourself: early adopter, geek or frustrated? When it comes to technology, we take for granted what we know and that what comes easily for some in our team or even our customers may not be as easy for others. Is technology connecting or disconnecting your customers?
2020-08-1414 min
The Michelle Pascoe Hospitality PodcastWe are one. Thinking of you all in VictoriaAs Victoria goes into lock down for 6 weeks, as a business owner I want you know that we are in this together and that as a leader now more than ever you need to connect with your team and customers. You will survive and thrive.
2020-08-0404 min
The Michelle Pascoe Hospitality PodcastReflecting On Your Leadership Your team is a reflection of YOU! Right now is the time to undertake a complete internal customer service audit. In this podcast I share with you 4 key areas in your business to commence your audit. I have also included a link to register for a free Leadership speaker showcase on Thursday 6th August, 11.00am. “Transform and Thrive. I am joined by 7 other leadership expert speakers who will share their knowledge that will certainly assist in your role of leader and the growth of your business. Register for Transform and Thrive Leadership Showcase: http://www.transformandthr...
2020-07-2815 min
The Michelle Pascoe Hospitality PodcastCelebrating achievements and challenges. It's my 26th business birthday Join me in celebrating 26 years in business, it may not be Hawaii where I was hoping to be recording this podcast but I am here sharing with you my wonderful moments of joy and why it’s so important for YOU to celebrate your wins with your team and customers. https://www.michellepascoe.com/secondmomentum
2020-07-2213 min
The Michelle Pascoe Hospitality PodcastThe reason why high touch marketing and customer service is KEY at this timeRoslyn a mobile travel agent with itravel for over 5 years shares the importance of customer contact during these unprecedented times. As an entrepreneur of a business that focuses on group and international travel during these past few months the focus on “customer retention” has been key for her and her team. There are two facets to her business, the travel agent and her passion to help others in the industry and this has certainly been instrumental in helping other travel agents during this time with her podcast and online course “Travel Agent Achievers”. Link to Travel Ag...
2020-07-1446 min
The Michelle Pascoe Hospitality Podcast7 Day Challenge to Grow Your Customer Base The 3 keys to growing your customer base are: Communicate Connect Continue In this weeks episode I have 7 easy challenges for you to re engage, attract and retain your customers. Choosing your social media channel(s) is important, there is no point being somewhere and your customers aren’t. Understanding that their algorithms are only showing a very small percentage of your followers your posts and that’s why it is so important for YOU to get out there to be seen and heard. Measure your results and continue to gro...
2020-07-0814 min
The Michelle Pascoe Hospitality PodcastWhen you can't give the customer what they wantWhen it comes to policies whether they are yours or legislative how you handle the customers wants when you can’t say yes can escalate to a critical level if not handled with empathy and speed. So how do you respond to the customer’s emotional state?
2020-07-0112 min
The Michelle Pascoe Hospitality PodcastHow are you and your team creating memorable connections with your customers?As life slowly starts to normalise this is the key time to spend some quality time with your customers to ensure that you are creating a truly memorable connection. By surprising and delighting your customers with a true connection you are choosing the customers and clientele that you want. There are many ways you can surprise and delight your customers which all stem from your skill set, values and energy that you bring to the role. This is the time where you can really make a difference in your business.
2020-06-2310 min
The Michelle Pascoe Hospitality PodcastWhat about the service needs of your customers and team members?Being welcomed by a smiling face Is important and so is reassuring your customer that you have their health and safety foremost in your mind, following the policies and maintaining social distancing. It’s time now to make the connection with your customers, make them feel welcome. Website link: https://www.michellepascoe.com/frontline&leadershipprograms
2020-06-1611 min
The Michelle Pascoe Hospitality PodcastLoyalty programs do they encourage customers to be “really” loyal?Carly Deards is the founder of Membership + Loyalty Solutions specialising in working with small to medium sized clubs to build loyalty programs, design effective promotions, improve membership databases and generate loyalty through targeted marketing campaigns. She loves analysing data and delivering customised loyalty programs. http://mlsolutions.com.au/ https://podcasts.apple.com/au/podcast/the-engagement-gurus/id1510269949
2020-06-0934 min
The Michelle Pascoe Hospitality PodcastCOMMUNICATING WITH YOUR CUSTOMERSThe doors are now open so how do you communicate to your customers and your team? Where are your customers and how do they hear about you? Communicating your offering and listening to your customers and team is key to a successful business.
2020-06-0308 min
The Michelle Pascoe Hospitality PodcastHave Your Customers Changed? Or Have You?In this podcast I share with you the 3 Step process for business success and growth. Looking at your customer of today are they the customer you want or has this time in ISO provided you the opportunity to review your services, products and the customer you love to serve? Appeal to your ideal customer first, gain momentum, brand recognition and loyalty then others will come. Continually measure your business by reviewing your business from your customers eyes. Link to shopify store: https://mysteryshoppingaudits.com/
2020-05-2619 min
CONNECTED & CONFIDENT with Melissa J Scott13 Love Your Customers and Repeat Business with Michelle PascoeCustomer service is often ignored by a lot of businesses, but without having repeat customers, we won’t survive. The more we become online focused, the more we want human connection. This is why customer service is so crucial and shouldn’t be overlooked. A business needs to understand and focus on the customer’s journey. Connect with them, don’t try to hard sell, it simply will not work. “89% of consumers have switched to doing business with a competitor following a poor customer experience.”...
2020-05-2244 min
The Michelle Pascoe Hospitality PodcastPART 2 Tips and Strategies on leading your team to a Grand ReopeningIn this podcast I interview Chris Miller a former QLD police officer who has also worked as an emergency and crisis manager, planning for and dealing with many disasters including floods, terrorist bombings and a tsunami. Most relevant to the current challenges of COVID-19/SARS-CoV2/Coronavirus, she continues to work as a pandemic continuity planner. This podcast follows on to Episode 105 discussing further tips and strategies on bringing back your team and leading them in “new business norm”. Links to documents provided by various Government Authorities as mentioned in the podcast to assist you. h...
2020-05-1950 min
The Debra Shepherd Podcast15: Customer Service And Creating Meaningful Experiences With Michelle Pascoe On this episode, Debra welcomes Michelle Pascoe to the show to talk about customer service and how you can create meaningful customer experiences that keep people coming back for more. Are you ready? EPISODE HIGHLIGHTS Michelle explains how business will be different post COVID-19. Why you can't allow yourself to be consumed or change because of the pressure of some customers. The importance of personally connecting, communicating and engaging authentically with your customers. Leading a multi-generational workplace and serving multi-generational customers. The importance of a frictionless customer service experience. Measuring the impact of your customer e...
2020-05-1758 min
The Michelle Pascoe Hospitality PodcastTips and Strategies on Leading Your Team to a Grand Reopening We have seen from the first relaxation of the isolation rules that people are “bursting” out of their homes. Crowd control and the health and safety of your customers and team needs to be planned in advance, no use waiting to see “what happens”. In this episode I share with you tips and strategies on leading your team to a grand reopening. This is part 1 of a two part series as next week I will be interviewing a continuity business specialist sharing more tips and strategies for a successful and well planned reopening / relaunch of your business.
2020-05-1310 min
The Michelle Pascoe Hospitality PodcastBonus Episode: Thinking Like a Spy? Undercover BossAs business owners / managers we can learn a lot from the world of espionage, working undercover allows you the opportunity to pay attention to the information, systems and processes, team engagement and even advantage over competitors. Find out in this episode how going undercover can result in your business success.
2020-05-0613 min
The Michelle Pascoe Hospitality PodcastHow to lead a multi-generational teamThis week Kerri Salis and her podcast 3X Value Growth interview me for a change on How to lead a Multi-generational team – ensuring they turn up for work tomorrow. What we’re looking for is a team leader who goes, ‘Okay, I’m actually going to be vulnerable in the workplace. I’m going to show the actions and behaviours that are behind the values and the vision of my business, or the business that I work for. And then I will trust my team, and I will show them how we can do things together.’ Not just being that micromana...
2020-05-0511 min
The Michelle Pascoe Hospitality PodcastMeasuring All Your Hard WorkYou’ve put the hard yards in growing your business, hiring a team, developing a product and/or service that has customers coming to you but do you ever feel that you could be doing more, you hear rumblings from customers about lack of consistency, sales flat lining, frequency of long term customers purchasing down? There are four keys to business success when you have a team who are representing you and your brand: Recruiting, resourcing, training and measuring. A continual circle of long term growth and business success. In this podcast I share with you...
2020-04-2916 min
The Michelle Pascoe Hospitality PodcastThe Impact of Personal StylingJulie Hyne is a professional image consultant and knows what it takes to succeed in the business world. Julie delivers tangible results through combination of real-world experience, technical knowledge and ongoing image management. This lady is amazing. Julie joins us today to share with us the challenges women face in gaining positions on the boardroom table and how with her guidance women walk away with a new magnetic executive presence. www.juliehyneimagestylist.com.au
2020-04-2149 min
The Michelle Pascoe Hospitality PodcastCelebrating the 100th episode in isolation. Who would ever have thought!Join me as I celebrate my 100th episode of Customer Retention Revolution. Connection is the key to unlocking our business journey of the future. Connecting with our internal and external customers as leaders we need to lead the way. You are a strong leader and you are not alone. https://www.michellepascoe.com/
2020-04-1513 min
The Michelle Pascoe Hospitality PodcastOne life - how to have the life of your dreamsA rare insight into the life an entrepreneur is the way Naomi Simson, Red Balloon & Big Red Group, Shark Tank Australia describes Tina in her recently launched book One Life. Tina built the National Begin Bright franchise from an idea, to a little suburban tutoring centre, to a franchise network with 33 sites throughout the country. She’s won multiple top business awards including the My Business Magazine awards, the Australian Small Business Champions and the 2014 Telstra Australian Young Business Woman of the Year. Having started businesses solo and having done everything from marketing, accounting, curriculum design, training, hu...
2020-04-0738 min
The Michelle Pascoe Hospitality PodcastThe Power of videoJoyce Ong is an international Videographer, Photographer, Author and Educator who runs her own company New Heights Media based in Sydney Australia. From filming documentaries in Africa, to running Workshops in Thailand; over her 10 year career Joyce has worked with the likes of Richard Branson, Johnson & Johnson, Sony Music, Marina Prior, Jack Jonson, John Mayer, and is one of the most highly sought after event photographers for business leaders across Australia and L.A. Today she joins us to discuss the challenges she has faced along the way and the organic evolution of her business. Newheightsmedia.com.a...
2020-03-3128 min
The Michelle Pascoe Hospitality PodcastStraight from Social Media Marketing World Trends and Tips for 2020Serena Dorothy 'Dot' Ryan is an award winning Entrepreneur, Podcaster and Digital Marketing Strategist. Serena is spot on when it comes to Facebook and marketing strategies working with a variety of industries and in particular Accountants and Cloud Accounting Service Providers. Serena believes in self education and giving back by doing this she is now an intricate part of Social Media Marketing World, an annual event that is held each March in San Diego. In this episode Serena shares with us the latest trends in marketing strategies. https://serenadotryan.com/ https://www.jbhifi.com.au/pr...
2020-03-2442 min
The Michelle Pascoe Hospitality PodcastOperating your business from afarHow do you manage to run a business on a daily basis without being to confined to the 4 walls of your office? Michelle travels a lot: for work, for professional and for personal development so has embraced her business moving into the digital age. Being able to work remotely involves putting trust into your team and today Michelle shares how she does this successfully.
2020-03-1712 min
The Michelle Pascoe Hospitality PodcastEvolving from sole trader to a brand as a Counsellor and Corporate MediatorJosephine Byrnes-Luna is an accredited Counsellor and Mediator working with corporations, individuals and families. As a sole trader with the full support of her husband and 2 sons Josephine has built a business over the past 13 years that has evolved to include the new space of “Collaborative Law”. In this interview Josephine shares her wisdom and knowledge on building a business, a reputation through relationships, looking after herself and the importance of a mentor. https://restorebalance.com.au/
2020-03-1049 min
The Michelle Pascoe Hospitality PodcastThe Importance of planning for your futureThere’s a common myth that in order to be wealthy, you must earn a lot of money. But it’s not about what you earn – it’s what you choose to do with it. In this episode I am joined by Kylie and Anthony Sultana from Creo Wealth. Kylie and Anthony discuss the importance of education when it comes to your planning for your future and provide some tips of what you can do now to ensure you can live a financially comfortable life. www.creowealth.com.au www.moneysmart.gov.au
2020-03-0339 min
The Michelle Pascoe Hospitality PodcastAre you confusing your customer?Is your branding sending mixed messages to your customer that leaves them confused and moving onto your competitor? In this episode I am sharing with you the importance of brand recognition (even if you are a solopreneur) and a Brand Experience Audit download for you to complete on your own business. Kajabi is offering an exclusive 28 days for FREE to try out their platform and see what all the hype is about hit the link at take a look. https://app.kajabi.com/r/thXJ4Wzh/t/c8yzetxu In addition t...
2020-02-2508 min
The Michelle Pascoe Hospitality PodcastRaising awareness and funds for the Cancer Council via the Shitbox RallyTrisha Cashmere has a lot on. She runs The Healthy Body Company with her life partner, she is on the Board for the Cancer Council and she is now participating for the 2nd year running in the Shitbox Rally driving a 2003 Ford Fairmont with her dad from Alice Springs to the Gold Coast to raise awareness and funds for the Cancer Council. Trisha takes us through her professional and personal life until now and what is keeping her busy right now including planning a trivia night where you can pay to cheat coming up on March 14th. F...
2020-02-1830 min
The Michelle Pascoe Hospitality PodcastBonjoro’s Papa Bear Matt BarnettWe love a human connection and you can’t fight 2 million years of evolution. As business evolves and we have all moved online we can hold more relationships now than ever before so how do we use technology to sustain it rather than replace it. Matt Barnett, Papa Bear AKA CEO of Bonjoro joins me this week and discusses the almost accidental creation of Bonjoro and why it is so effective as a business communication tool. For more information on Bonjoro visit www.bonjoro.com. www.bonjoro.com/videofunnelplaybook
2020-02-1126 min
The Michelle Pascoe Hospitality PodcastWorking in the business, not just in the businessPaul Rifkin, better known as Chef Paul, chats with Michelle about the growing of his consultancy business in 2019. Paul was interviewed by Michelle in May 2018 when employed by Campbelltown Catholic Club and then in December 2018 when he took the leap of faith and began his own consultancy business. He chats about the transition period, working on the business not just in the business particularly when it comes to marketing for new clients. Paul shares with us tips and the challenges, evolving his business and the journey ahead. To know more about Paul Rifkin, his website is https://www.chefpaulrifkin...
2020-02-0442 min
The Michelle Pascoe Hospitality PodcastDon't let data drive you crazyTimes have changed, your customers have higher expectations than ever before, and in learning to attract and retain today’s customer, you need to know how they see and engaged with your business. If you are not in the business of listening to them, you may not be in business for long.
2020-01-2813 min
The Michelle Pascoe Hospitality PodcastConnect Learn Grow 2020Deanne Boules a former NSW Police Officer, Workcover Inspector, accomplished WHS and HR executive for a number of iconic Australian and Global Companies joins me today to discuss the moment she made the decision to move from being an "employee" to starting her own business; Insync Workplace Solutions (https://www.insyncworkplacesolutions.com), 8 years ago. Dee discusses the importance of education, continued professional development and her passion to help others who are less fortunate in Australia and globally. Two years ago Dee a member of Business Chicks decided to travel with 19 other members of Business Chicks to Ghana arranged by the Hu...
2020-01-2153 min
The Michelle Pascoe Hospitality PodcastDELEGATE: Double the Results! Halve the Effort!Do you have more work to do than hours available? Do you start your work when everyone has left for the day? Do you have a never ending ToDo List? Sally Foley-Lewis talks to us about her new book DELEGATE: Double the Results! Halve the Effort! Sally boosts productivity and self-leadership by helping people reach their potential. Obsessed with productive leadership, Sally positively impacts your results, confidence and effectiveness. A 2019 finalist for Australian Learning Professional of the Year; Bronze Stevie International Business Award recipient; Australian Sole Trader in the 2019...
2020-01-1442 min
The Michelle Pascoe Hospitality PodcastPublic speaking - when it doesn't come naturallyTen Top Tips in presenting in the Board Room or to the team.
2020-01-0717 min
The Michelle Pascoe Hospitality PodcastHow to build a business that you've always dreamed of in 2020Creating new habits, targeting your ideal customer, leading and managing a multi-generational team and serving a multigenerational customer base.
2020-01-0213 min
The Michelle Pascoe Hospitality PodcastUnderstanding the Power of BrandingWhat is branding and how important is it to know your customer? Johan Marais-Piper from Favour the Brave joins us to talk about branding you business. https://www.favourthebrave.co/remarkable
2019-12-1724 min
The Michelle Pascoe Hospitality PodcastMASTERING SOCIAL MEDIA FOR VENUES AND ORGANISATIONS IN 2020How does one get started on mastering their socials? What are the key elements for success on social media and what social media marketing trends will take off in 2020?
2019-12-1031 min
The Michelle Pascoe Hospitality Podcast3 STEP PLAN TO GET YOU AND YOUR TEAM THROUGH TO CHRISTMASThe worlds gone crazy or is it just my local shopping centre! With only a few weeks till Christmas and after a big weekend of Black Friday and Cyber Monday sales, shopping is in full swing as is the rush to complete projects before the office shuts for 2019.
2019-12-0304 min
The Michelle Pascoe Hospitality PodcastReviewing your business from the eyes of your customerOnline, spacing, shelving, opening and closing times, personal attention.
2019-11-2615 min
2019-11-1910 min
The Michelle Pascoe Hospitality PodcastCustomer Retention Revolution WebinarMichelle runs through her Customer Retention Revolution Course with a live webinar. To join the course go to https://bit.ly/2YBkbeE
2019-08-1332 min
The Michelle Pascoe Hospitality PodcastHow to take the time and hassle out of corporate travelRoslyn Ranse is a travel manager for iTravel Australia and has been facilitating seamless and memorable travel experiences for her clients for almost a decade. Her uncompromising regard for quality work and customer satisfaction earned her a nomination for the Travel Agent of the Year for Retail award in the National Travel Industry Awards in 2017. Whatever your travel needs, Roslyn's exceptional customer service and keen attention to detail will ensure a ‘stress free’ and enjoyable corporate travel experience every time. Visit Michelle Pascoe Podcast to find out more.
2018-09-1039 min
The Michelle Pascoe Hospitality PodcastEngaging with the community and understanding your customerMichelle chats with the "Dynamic Duo" - Morgan Stewart (CEO) and Paul Allan (2IC) at Club Taree. The pair discuss the importance of engaging with and making a difference in the local community, as well as how to build those necessary long-term partnerships with local community groups. They also discuss the importance of having a deeper understanding of your Ideal Customer Avatar (ICA) and how it can help you to better align your business with the changing needs of your current and future clients, and ultimately plan for the future.
2018-07-0944 min
The Michelle Pascoe Hospitality PodcastBackstage of DisneyThis episode is a little different to others as Michelle interviews herself. Returning from the Disney Institute CX Summit, she shares what she took away and that you could implement into your organisation. She also reflects on her journey in the amazing Hospitality Industry, why these podcasts have come about, and her passion for the future leaders in the industry.
2018-05-2130 min
The Michelle Pascoe Hospitality PodcastRostering - Key to the door of HRMichelle interviews Ben Williamson - Group Workforce Manager, Club Central Group. Back yourself: if you never fail, you never learn.
2018-05-0822 min