What if the gap between your service vision and the experience your guests actually receive comes down to one overlooked role in your organisation?

Subscribe to The Michelle Pascoe Hospitality Podcast on YouTube, Apple Podcasts, and Spotify.

In this episode, Michelle sits down with Hanna Bauer, founder and CEO of Heartnomics, to explore why love and excellence are not opposing forces in leadership, and why the middle manager holds the heartbeat of any hospitality organisation.

The conversation covers a critical truth: you cannot consistently meet high service standards without first acknowledging the human delivering them. As Hanna explains, love in leadership is not about softening standards. It means holding them with consistency, because inconsistent standards are not kind, they are confusing. The standard does not change to fit the person. What changes is how leaders communicate, support, and see the people upholding it.

Michelle Pascoe has spent decades working with hospitality venues that confuse having standards with communicating them. This episode tackles exactly that gap, with practical insights on how to stop burnout before it starts, how to lead through rapid change without burying your team, and how to make the daily trust deposits that mean your people show up for the hard moments.

Key Takeaways

• Middle managers are the human connector in every hospitality organisation, bridging leadership vision and frontline delivery in ways no system can replace.
• Love in leadership means holding consistent service standards without exception, because it is precisely that consistency that creates psychological safety and trust.
• Burnout in hospitality teams most often stems from misalignment, not workload: team members who do not understand the standard, or who feel unseen, disengage first and leave second.
• The trust deposit principle holds that leaders must make daily investments in recognition, communication, and visibility before pressure arrives, not during it.
• Rapid change adoption without the deliberate removal of old processes is a leading cause of team overwhelm and cultural breakdown in hospitality venues.

LINKS AND RESOURCES

• Subscribe to The Michelle Pascoe Hospitality Podcast on YouTube, Apple Podcasts, and Spotify: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

• Join Michelle's newsletter for leadership, culture, and service excellence: https://www.michellepascoe.com/blog

• Book customer service workshops and leadership programs tailored to clubs, hotels, and hospitality venues: https://www.michellepascoe.com/traininganddevelopmentprograms

WORK WITH MICHELLE

Michelle Pascoe helps hospitality leaders build multigenerational teams, lift service standards, and embed values-led culture. A Certified Speaking Professional with over 30 years in the hospitality industry, Michelle delivers bespoke keynotes, workshops, and leadership programs for clubs, hotels, and hospitality venues across Australia and internationally.

• Book customer service workshops and leadership programs: https://www.michellepascoe.com/traininganddevelopmentprograms

ABOUT HANNA BAUER

Hanna Bauer is the founder and CEO of Heartnomics, a leadership and organisational transformation firm based in Atlanta, Georgia, USA. A Maxwell Leadership faculty member, Lean Six Sigma Black Belt, and Baldrige examiner, Hanna blends human-centred leadership with practical systems to help organisations eliminate burnout and align culture with purpose. Her Heartnomics framework draws on her experience as a childhood heart disease survivor to reframe love and excellence as the twin foundations of sustainable leadership performance.

• Website: www.heartnomics.com
• Complimentary Alignment Assessment: https://heartnomics.com/assessments/

Are you building a business, or building a trap for yourself? 

Subscribe to The Michelle Pascoe Hospitality Podcast on YouTube, Apple Podcasts, and Spotify. 

In this episode, Michelle is joined by Christin Marvin, founder of Solutions by Christin and creator of the Independent Restaurant Framework. Christin has helped restaurant groups scale from six to 48 locations in seven years. Her message is direct: hospitality businesses cannot cut their way to profitability, and prioritising wellness is not a weakness. It is the competitive edge most owners are still missing. 

Cutting staff to save money does not save your business. It destroys the guest experience, drives customers away, and creates a spiral that is far harder to recover from than the original cost pressure. The answer is smarter labour scheduling, stronger leadership development, and the discipline to step back from operations so your team can step up. 

Key Takeaways   

• How the three pillars of people, process, and profit provide a structured path to scale without losing culture or control. 
• Why promoting loyal staff into management roles without clear development plans is one of the most costly mistakes in independent hospitality. 
• How restaurant owners can recognise burnout before it becomes a health crisis and build boundaries that make leadership sustainable long-term. 
• What the shift from operator or chef to CEO actually looks like in practice and why most owners resist making it. 
• Why smarter labour scheduling, not staff cuts, is the real key to reducing labour costs without sacrificing service quality. 

🎙️Subscribe to The Michelle Pascoe Hospitality Podcast on YouTube, Apple Podcasts, and Spotify: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

📖 Join Michelle's newsletter for leadership, culture, and service excellence: https://www.michellepascoe.com/blog

🎓 Book customer service workshops and leadership programs tailored to clubs, hotels, and hospitality venues: https://www.michellepascoe.com/traininganddevelopmentprograms

About Michelle

Michelle Pascoe helps hospitality leaders build multigenerational teams, lift service standards, and embed values-led culture. A Certified Speaking Professional with over 30 years in the hospitality industry, Michelle delivers bespoke keynotes, workshops, and leadership programs for clubs, hotels, and hospitality venues across Australia and internationally. Book customer service workshops and leadership programs: https://www.michellepascoe.com/traininganddevelopmentprograms

About Christin   

Christin Marvin is a restaurant coach, speaker, and author based in Denver, Colorado. As founder of Solutions by Christin and creator of the Independent Restaurant Framework, she specialises in helping independent and multi-unit restaurant owners scale without losing their minds or their culture. With over 20 years of hands-on experience across fine dining and high-volume growth concepts, she has helped restaurant groups scale from six to 48 locations in seven years and has opened 13 restaurants. Christin is the author of Multi-Unit Mastery: Simplify Operations, Maximize Profits and The Hospitality Leaders Roadmap: Move from Ordinary to Extraordinary, and hosts the Restaurant Leadership Podcast. 

Find her at https://www.columbinehospitality.com/.

Or book a FREE coaching session here: https://api.leadconnectorhq.com/widget/bookings/christin-marvin-personal-calendar-r1jjarmnw

In this month's solo recap, Michelle draws on four extraordinary conversations to make the case that community is not something you bolt onto the bottom of your annual report. Community IS the job.

Christopher Hill of Hands Up Holidays and Impact Destinations has spent twenty years proving that when you give people the opportunity to contribute to something beyond themselves, it changes them. His framework — that meaningful luxury means both parties leave better than they arrived — applies directly to every hospitality service interaction.

Damien Schofield, founder of the Younger Heroes, built nature-based programs reconnecting veteran families because he lived what happens when community breaks down. His insight that resilience spreads through a team from the leader down is one of the most important leadership principles covered this month.

Debbie Dickson at The Ary Toukley turned a domestic violence hotspot ranking into a board-adopted action plan, eight years of specialist staff training, and a statewide committee role. Her team didn't wait for permission. They saw the need, they had the platform, and they acted.

Jenny Holt at Club Rivers has built a community culture so embedded that her team volunteers over 1,000 hours a year — not from mandate, not for pay, because the culture makes it feel like the obvious thing to do.

In this episode, Michelle Pascoe covers:

• Christopher Hill's philosophy that mutually enriching experiences — where both the guest and the venue leave better than they arrived — is the benchmark every hospitality leader should apply to service culture and daily team interactions.
• How Damien Schofield's Younger Heroes program demonstrates that resilience spreads through a team from the leader, and what that means for how you lead under pressure on a short-staffed Saturday night.
• The Ary Toukley's eight-year domestic violence action plan and why registered clubs are safety zones with both the responsibility and the resources to act before a crisis forces their hand.
• How Club Rivers logs over 1,000 volunteer hours a year by building community connection from the inside out, starting with culture rather than a calendar of events.
• Five practical actions you can take back to your venue this week: audit your internal community first, stop writing cheques and start building relationships, tell your stories, find your Caitlin, and act before the crisis.

Links

Subscribe to The Michelle Pascoe Hospitality Podcast on YouTube, Apple Podcasts, and Spotify: ⁠michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast⁠

Join Michelle's newsletter for hospitality leadership, culture, and service excellence: ⁠michellepascoe.com/blog⁠

Book customer service workshops and leadership programs tailored to clubs, hotels, and hospitality venues: ⁠michellepascoe.com/traininganddevelopmentprograms⁠

Work With Michelle

Michelle Pascoe helps hospitality leaders build multigenerational teams, lift service standards, and embed values-led culture. A Certified Speaking Professional with over 30 years in the hospitality industry, Michelle delivers bespoke keynotes, workshops, and leadership programs for clubs, hotels, and hospitality venues across Australia and internationally. 

Book customer service workshops and leadership programs: ⁠michellepascoe.com/traininganddevelopmentprograms⁠

Is your club writing cheques and waiting for acquittal reports — or are you actually getting in the door?

Jenny Holt has worked in the registered clubs industry for more than 25 years and has led community engagement at Club Rivers for over a decade. Her team logs over 1,000 volunteer hours and 50+ community events every year — all in staff's own time. From sailing days with Sailability and sleeping rough for Georges River Lifecare, to climbing Mount Kosciuszko for the Autism Community Network and a Tough Mudder for Waterfall Rural Fire Service, Club Rivers has built a community model that goes far beyond the grant cycle.

Community engagement works because it is relational, not transactional. As Jenny explains, the moment a club grant is approved, she is on the phone asking: "When can we come along and see your program?" That one step builds the rapport that makes future funding almost automatic — and gives the board the stories they need to approve the next round with confidence.

Michelle and Jenny also explore how Club Rivers is now funding swimming lessons and school camp places for children in public schools that can no longer afford them, why their in-venue CRCTV screen keeps older members connected to the club's community story, and what tips Jenny would offer any club just starting its community engagement journey.

Key Takeaways

In this episode, Michelle Pascoe sits down with Jenny Holt, Community Engagement Leader at Club Rivers, to discuss:

• Community engagement in registered clubs is most effective when clubs attend the programs they fund, not just write the cheques — this single shift builds stronger board support, deepens relationships with grant recipients, and positions the club as a genuine community partner rather than a funder.
• Club Rivers logs over 1,000 volunteer hours and 50+ community events per year in staff's own time, including sailing days with Sailability, a Tough Mudder for Waterfall Rural Fire Service, sleeping rough for Georges River Lifecare, and climbing Mount Kosciuszko for the Autism Community Network.
• Supporting local schools with funding for swimming lessons and school camps has become a growing priority for Club Rivers, reflecting the reality that public schools can no longer afford these experiences for every child — and that every Australian child has the right to learn to swim.
• Connecting funded organisations with each other — using the club as the anchor — multiplies community impact well beyond what any single grant could achieve, as demonstrated when Lugarno Lions stepped in to support an ACN event at short notice.
• Clubs starting their community engagement journey should begin with existing grant recipients, tell their stories across every available channel, and build outward from a strong local foundation.

Next Steps & Resources

• Subscribe to The Michelle Pascoe Hospitality Podcast on YouTube, Apple Podcasts, and Spotify: michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
• Join Michelle's newsletter for leadership, culture, and service excellence: michellepascoe.com/blog
• Book customer service workshops and middle management programs tailored to clubs, hotels, and hospitality venues: michellepascoe.com/traininganddevelopmentprograms

About Michelle

Michelle Pascoe helps hospitality leaders build multigenerational teams, lift service standards, and embed values-led culture. A Certified Speaking Professional with over 30 years in the hospitality industry and Disney Institute Alumni credentials, Michelle delivers bespoke keynotes, workshops, and leadership programs for clubs, hotels, and hospitality venues across Australia and internationally.

Book customer service workshops and middle management programs: michellepascoe.com/traininganddevelopmentprograms

About Jenny

Jenny Holt has worked in the registered clubs industry for over 25 years and has led community engagement at Club Rivers — located on the MacArthur railway line in Sydney's south-west — for more than a decade. Her community team logs 1,000+ volunteer hours and 50+ events per year, supporting local schools, disability organisations, youth programs, domestic violence services, and rural fire brigades.

Jenny's philosophy: it's not about writing cheques. It's about getting in the door.

Connect with Club Rivers: https://www.clubrivers.com.au/

Debbie shares how her club responded to the reality of domestic and family violence in their local area, the steps they’ve taken to educate staff, and why culture and leadership inside a venue matter so much. This is not about grand gestures. It is about being intentional, practical and willing to lead in a way that builds trust across your team, your customers and your wider community.

This episode will resonate with hospitality and club leaders who want to build stronger teams, safer spaces and more meaningful community impact through everyday leadership.

If you enjoyed this episode:

⭐ Follow the podcast on Spotify
⭐ Share this episode with a hospitality leader
⭐ Leave a review to help more hospitality professionals discover the show

Connect with Michelle

🌐 Website: https://www.michellepascsoe.com
💼 LinkedIn: https://www.linkedin.com/in/michellepascoe
🎧 Podcast: The Michelle Pascoe Hospitality Podcast

Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional customer experiences.

Connect with Debbie

🌐 Website: https://www.thearytoukley.com.au/

For hospitality and registered club leaders, this episode offers practical insight into how customer service, staff culture and visible leadership shape team performance and community impact. From supporting people under pressure to building stronger internal culture, the conversation shows that connection starts inside the team before it is ever felt by customers.

This is a powerful episode for venue leaders who want to create calm, capable teams and stronger community reputation through leadership that is steady, human and values-led.

If you enjoyed this episode:

⭐ Follow the podcast on Spotify
⭐ Share this episode with a hospitality leader
⭐ Leave a review to help more hospitality professionals discover the show

Connect with Michelle

🌐 Website: https://www.michellepascsoe.com
💼 LinkedIn: https://www.linkedin.com/in/michellepascoe
🎧 Podcast: The Michelle Pascoe Hospitality Podcast

Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional customer experiences.

Connect with Damien

🌐 Website: https://theyoungerheroes.org/

Christopher shares how his work in purpose-led travel was born from a life-changing moment in South Africa and how that experience shaped a business model built around connection, contribution and legacy. While his world is travel, the lesson for hospitality and clubs is clear: people want to feel part of something meaningful.

This episode explores the idea that connection starts internally first. When teams feel purpose, belonging and care, that culture flows outward into the customer experience. Guests feel it. Communities notice it. Reputation grows because people trust what feels genuine.

Michelle also draws out a valuable lesson for venue leaders: community is not separate from service. It is part of service. It is found in how people are welcomed, how teams are led, how safe and valued customers feel and how venues show up in the lives of the people around them.

If your venue wants to create experiences that people return to, recommend and respect, this episode is a strong reminder that the most powerful connection is always human first.

If you enjoyed this episode:

⭐ Follow the podcast on Spotify
⭐ Share this episode with a hospitality leader
⭐ Leave a review to help more hospitality professionals discover the show

Connect with Michelle

🌐 Website: https://www.michellepascsoe.com
💼 LinkedIn: https://www.linkedin.com/in/michellepascoe
🎧 Podcast: The Michelle Pascoe Hospitality Podcast

Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional customer experiences.

Connect with Christopher

🌐 Website: www.handsupholidays.com

🌐 Website: www.impactdestinations.com

🌐 Website: https://handsupincentives.com/

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 experience and workplace culture
• The biggest challenges facing hospitality teams globally
• How leadership impacts guest loyalty and engagement
• Why training, wellbeing and communication are essential for service excellence
• How mystery shopping and customer experience measurement help businesses improve service delivery

We also discuss how hospitality venues can balance technology, innovation and human connection as the industry evolves.

Finally, we explore how tools like mystery shopping, service audits and leadership development can help organisations truly understand what their customers experience — and continuously improve.

If you work in hospitality, customer service, tourism or any service-based business, this episode will give you practical insights into building stronger teams and delivering unforgettable customer experiences.

If you enjoyed this episode:

⭐ Follow the podcast on Spotify
⭐ Share this episode with a hospitality leader
⭐ Leave a review to help more hospitality professionals discover the show

Connect with Michelle

🌐 Website: https://www.michellepascsoe.com
💼 LinkedIn: https://www.linkedin.com/in/michellepascoe
🎧 Podcast: The Michelle Pascoe Hospitality Podcast

Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional customer experiences.

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 and Forbes Five Star hotels including The Savoy and The Langham, Anna shares insights from across the global hospitality industry.

Together, we unpack how businesses can strengthen psychological safety, workplace accountability, and team wellbeing to create stronger teams — and better customer experiences.

Because in hospitality, the way we treat our people shapes the way guests are treated.

In this episode we explore:

• Why internal customer service drives external guest service
• The connection between psychological safety and hospitality standards
• Why staff wellbeing impacts guest experience
• How leaders can create workplaces where teams feel safe to speak up
• The role of accountability and responsibility in professional hospitality environments
• Why strong workplace culture improves staff retention and service quality
• How mentorship and community support women in the drinks industry

If you enjoyed this episode:

⭐ Follow the podcast on Spotify
⭐ Share this episode with a hospitality leader
⭐ Leave a review to help more hospitality professionals discover the show

Connect with Anna

Anna Sebastian Hospitality: https://annasebastianhospitality.com

Celebrate Her: https://celebrateher.co

Connect with Michelle

🌐 Website: https://www.michellepascsoe.com
💼 LinkedIn: https://www.linkedin.com/in/michellepascoe
🎧 Podcast: The Michelle Pascoe Hospitality Podcast

Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional 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 people.

Andy, founder of Bizjuicer Consulting and host of the Sticky From The Inside podcast, shares how organisations can transform service from transactional to truly memorable by focusing on belonging, contribution, and connection.

If your venue or business is focused on fixing customer experience from the outside in, this episode will help you rethink the strategy — and discover why the inside-out approach creates the most loyal customers.

🎧 Subscribe to the Podcast
Follow on Spotify, Apple Podcasts, or your favourite platform so you never miss an episode.

📚 Join Michelle’s leadership insights newsletter
https://www.michellepascsoe.com/blog

Connect with Michelle Pascoe
🌐 Website: https://www.michellepascsoe.com
💼 LinkedIn: https://www.linkedin.com/in/michellepascoe
🎧 Podcast: The Michelle Pascoe Hospitality Podcast

Michelle is a customer experience strategist, speaker, and leadership consultant who helps hospitality organisations transform service culture, strengthen leadership capability, and build teams that deliver exceptional customer experiences.

Connect with Andy Goram

🌐 Website: https://www.bizjuicer.com
💼 LinkedIn: https://www.linkedin.com/in/andygoram

Andy helps organisations build cultures where people want to stay, grow, and thrive, connecting leadership, employee engagement, and customer experience.

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 and supplier partnerships now influence the way Laundy Hotels operate today.

We dive into:

• Why hospitality must put people before process
• How AI and digital systems can enhance (not replace) human connection
• The evolution of modern pubs as community lounge rooms
• Balancing heritage with innovation
• Creating career pathways in hospitality
• Leading as a woman in a traditionally male-dominated industry
• Retaining talent through flexible leadership

From Watsons Bay to regional community venues, Danielle reveals how listening to your customers, supporting your team, and staying embedded in your local area is the true competitive advantage in hospitality.

If you care about customer experience, brand loyalty, leadership, and building community through your business — this conversation is for you.

Key Takeaways

✔ Hospitality is no longer “just a job” — it’s a career pathway
✔ AI frees up staff to improve customer service
✔ Community-first venues outperform transactional businesses
✔ Inclusive leadership strengthens hospitality teams
✔ Brand storytelling matters more than ever

Connect with Danielle

Laundy Hotels Group
Website: www.laundyhotels.com.au
www.redlionrozelle.com.au
www.watsonsbayhotel.com.au

Connect with Michelle

If you’re a hospitality leader wanting to elevate your team’s customer service culture and community impact:

Website: https://www.michellepascoe.com/
Email: michelle@michellepascoe.com
LinkedIn: https://www.linkedin.com/in/michellepascoe/
Book Michelle for keynotes & hospitality leadership training

If this episode resonated, please follow, rate and share the podcast. Your support helps more hospitality leaders build stronger teams and thriving communities.

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 bridging generational gaps while carrying the weight of the “club sandwich generation”.

You’ll discover why leadership isn’t learned from theory — it’s built through experience, responsibility and trust. And why supporting middle management might be the most strategic leadership decision you make in 2026.

If you care about culture, customer experience and building future-ready leaders, this one’s for you.

🎧 Share with a leader who’s holding more together than anyone realises.

Connect with Michelle

Website: https://www.michellepascoe.com

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 step into leadership — even when the room doesn’t look like them

• The power of mentorship, sponsorship and genuine networking

• How hospitality venues remain the heartbeat of their communities

This is a must-listen for hospitality professionals, emerging leaders and women ready to grow their influence without losing authenticity.

Listen now & share with someone building their career in hospitality.

Contact Kimberley

AHA Website: www.ahavic.com.au

State of the Industry Report: https://www.ahavic.com.au/get-to-know-us/13569-2/

Global Gaming Women: https://www.globalgamingwomen.org/

Contact Michelle

Website: www.michellepascoe.com

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 communicate with calm authority even when things go off script.

If you lead people, pitch ideas, or manage teams in fast-paced environments, this episode is essential listening.

Connect with Michael

Website: michaelkelly.com.au

Connect with Michelle

Website: michellepascoe.com

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 gaps still exist
• The real impact of sexual harassment on individuals, teams, and bystanders
• What strong leaders do differently to prevent unsafe behaviours
• How to build a speak-up culture that people actually trust
• Practical steps leaders can take to respond safely and supportively
• Why “hope” is one of the most dangerous workplace strategies

This is an essential listen for hospitality leaders, middle managers, HR professionals, and anyone responsible for workplace culture and safety.

If this conversation resonates, share it with someone who leads people in hospitality, then subscribe to the podcast for more industry insights on leadership and customer experience.

Connect with Karen:

smartculture.com.au
karenmaher.com.au

Connect with Michelle:

michellepascoe.com

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 leadership lessons from clubs, charities and grassroots communities
• Practical ways to protect your energy during peak hospitality seasons
• Why teams thrive when leaders lead with heart, not just systems

If you lead teams in hospitality, clubs, pubs, tourism or service industries, this episode will ground you in what truly drives engagement, wellbeing and sustainable performance — especially during the high-pressure summer season.

NEXT STEPS & RESOURCES

▶️ Subscribe on Spotify or your favourite podcast platform: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
📩 Join Michelle's newsletter for leadership insights and episode updates: https://www.michellepascoe.com/blog

WORK WITH MICHELLE
Michelle Pascoe is a trusted hospitality leadership coach with over 30 years in business. Through OOPS, she partners with clubs, pubs and hospitality organisations to build emotionally intelligent leaders, strong cultures and connected teams from the inside out.

Whether you’re planning leadership development, middle management training, or customer experience strategy for 2026 — Michelle is ready to support you: https://www.michellepascoe.com/contact

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

• How to inspire multi-generational teams (especially Gen Z)

• Leadership lessons from extreme fundraising challenges

• The power of vulnerability and authentic connection

• How to build a lasting community legacy inside your club

CONNECT WITH CLUB TAREE

• Facebook: https://www.facebook.com/ClubTaree
• Community Team Page: https://www.facebook.com/profile.php?id=61575982781446
• Community Challenge: https://www.clubtaree.com.au/community_challenge
• Community Challenge Video: https://vimeo.com/1102884972?fl=ip&fe=ec

If you're a leader wanting to build a culture where community, purpose and people thrive, this episode is your blueprint.

WORK WITH MICHELLE

Michelle Pascoe helps registered clubs and hospitality venues build high-performing teams, exceptional guest experiences and values-driven leadership cultures.

Connect with Michelle:
🌐 Website: https://www.michellepascoe.com/contact
📩 LinkedIn: https://www.linkedin.com/in/michellepascoe/ 

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 transforms healthcare access for regional families

• What real community connection looks like in action

• Clare’s leadership lessons from disability, anti-trafficking & child health

• The role of vulnerability in strong, sustainable leadership

• How businesses can build purpose-driven cultures that last

• Why “small acts” create the biggest community impact

If you want to lead with impact, build community, and create meaningful change inside your organisation, this episode is essential listening.

Next Steps + Resources

Learn More About Little Wings

Instagram: https://www.instagram.com/littlewingsaustralia/?hl=en
Facebook: https://www.facebook.com/LittleWingsAustralia
LinkedIn: https://www.linkedin.com/company/2704774/admin/dashboard/
Website: https://www.littlewings.org.au/

Clare’s Book

Threads of Hope — survivor stories & the power of voice
https://projectfutures.com/threads-of-hope-book

Work With Michelle

Michelle helps hospitality leaders and organisations build powerful, values-driven cultures that strengthen community, elevate performance, and create lasting impact. Through her programs, workshops, and consulting, she supports middle managers to lead with clarity, confidence, and purpose. Connect with Michelle to explore tailored leadership development, keynote speaking, and service excellence transformation -->

https://www.michellepascoe.com/traininganddevelopmentprograms

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.

This episode covers:

• How post-COVID micro-communities are reshaping the Shire

• How Cronulla RSL supports veterans through innovative programs

• The rising loneliness epidemic and how clubs provide safety + connection

• How clubs stay relevant across six generations

• Creative community initiatives: Trees of Hope, War Animal Day + more

• The future of community engagement in the Sutherland Shire

LINKS & RESOURCES

Follow Cronulla RSL Community on Social Media

www.instagram.com/cronullarslcommunity

www.youtube.com/@CronullaRSLMemorialClub

Visit the Cronulla RSL community hub

• Weight of War Run: https://www.cronullarslcommunity.com.au/news/weightofwar25

• Trees of Hope: https://www.cronullarslcommunity.com.au/treesofhope

• War Animal Day:  https://www.cronullarslcommunity.com.au/waranimalday

• War Dogs: https://www.cronullarslcommunity.com.au/wardogs

• Service Recognition:  https://www.cronullarslcommunity.com.au/news/servicerecogntioncard

For more weekly insights on leadership, customer service, and community, SUBSCRIBE to the podcast. Or visit our WEBSITE for more information on our leadership development and customer service programs.

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 back” is really a clarity problem
• How to delegate thinking — not just tasks — to grow leaders
• Why frontline staff often see risks earlier than executives
• The Clarity Equation: Vision + Values + Behaviours + Boundaries
• The power of early stretch opportunities
• Why middle management is the biggest bottleneck and the breakthrough point

Next Steps + Resources

👉 Subscribe on YouTube and your favourite podcast platform; https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
👉 Join Michelle’s newsletter for weekly leadership tools; https://www.michellepascoe.com/blog
👉 Work with Michelle — Middle Management Movement & bespoke customer service programs; https://www.michellepascoe.com/traininganddevelopmentprograms

About Michelle

Michelle Pascoe helps organisations grow powerful middle managers, build consistent service cultures and develop capable leaders at every level. Her programs support CEOs and senior leaders ready to step back from daily operations and lead with clarity, confidence and structure.

Connect with Michelle across her website and social platforms to explore workshops, consulting, and the Middle Management Movement; https://www.michellepascoe.com/

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 shares his journey from duty manager to CEO, what he learned from Merivale, and how Duxton is navigating the challenges of talent, culture, technology and customer expectations. His insights on leadership communication, empowerment and community connection are especially powerful.

Here’s to 300 episodes — and to the incredible community that made it possible.

Resources & Links

• Visit the Duxton Pubs website: https://www.duxtonpubs.com/
• Subscribe for weekly conversations on leadership, generational insights, and building thriving hospitality teams: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

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 foundation • How resilience from dance shaped Sophie’s confidence and focus • The career-defining lessons from the APAC Future Leader Program • Two timeless tips every emerging leader needs to hear

👉 Subscribe for weekly conversations on leadership, generational insights, and building thriving hospitality teams: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

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 work with governments and corporations
• Why proactive risk management fuels innovation, culture, and trust
• The role of AI in risk, resilience, and real-time decision-making
• Practical steps to embed “risk thinking” in leadership systems

Resources & Links

• Contact Chris directly: chris@b4crisis.com.au
• Access Risk & Risk Management resources: RMIA.org.au 

Work With Michelle

Michelle Pascoe helps hospitality, tourism, and service-based leaders build resilient, empowered teams that thrive in change. Explore her Leadership Development Programs, Customer Experience Training, and Keynote Speaking at michellepascoe.com.

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’s about connection
• Customers forgive mistakes when empathy follows quickly
• Feedback is fuel, not fire — use it to build trust
• “Fixing friction frees the magic” of great service

🔗 Links & Resources

• Subscribe: The Michelle Pascoe Hospitality Podcast on Apple Podcasts, Spotify & YouTube --> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
• Join: Middle Management Movement --> https://www.michellepascoe.com/middlemanagementmovementleadership
• Book: Customer Service Excellence & Engagement Workshop --> https://www.michellepascoe.com/frontlinetrainingprograms
• Commission: a Tailored Mystery Shopping Report for your venue --> https://www.michellepascoe.com/mystery-shopping
• Newsletter: Join for Michelle’s free weekly insights on leadership and customer service excellence --> https://www.michellepascoe.com/blog

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 with purpose in hospitality
• The business systems behind café profitability
• Turning passion into sustainable impact
• The future of leadership, wellbeing, and AI in hospitality

Whether you’re a business owner, leader, or creative visionary, this episode will inspire you to align your success with something greater.

• Learn more about Common Ground Project → https://www.commongroundproject.com.au/
• Work with Nathan via Mulberry Partners → https://mulberrypartners.com.au/
• Subscribe to Michelle’s newsletter for leadership and service excellence insights → https://www.michellepascoe.com/blog
• Discover more episodes with leading entrepreneurs and hospitality innovators → https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

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 into every guest touchpoint
• Empowering staff to deliver service with intuition, not scripts
• The real meaning of luxury: presence, connection, and care

Next Steps + Resources
📘 Download Janice’s free Hospitality EQ Scorecard: www.madm.co/scorecard

🌐 Visit the MADM Co. website: https://madm.co/

Work with Michelle Pascoe

Michelle Pascoe helps registered clubs and hospitality leaders build emotionally intelligent middle managers who create extraordinary member and guest experiences. Through Mystery Shopping, Customer Service Excellence Workshops, and the flagship Middle Management Movement, Michelle empowers organisations to strengthen culture, improve performance, and grow loyalty from the inside out.

👉 Learn more at https://www.michellepascoe.com/traininganddevelopmentprograms

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 retain teams in rural Australia
• What authenticity and transparency really look like in leadership
• Why social media storytelling builds connection and loyalty

Resources & Links

🌐 Website: ⁠thenynganhotel.com.au⁠ 📸 Instagram: ⁠@thenyngan⁠ 📘 Facebook: ⁠facebook.com/thenyngan⁠

Join Michelle’s newsletter for weekly hospitality leadership and customer service insights; michellepascoe.com/blog

Tune into other episodes of The Michelle Pascoe Hospitality Podcast; https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

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 already using AI — from a coffee van in regional Queensland creating new revenue streams, to clubs and restaurants improving loyalty with personalised offers and smarter Wi-Fi.

Tracy also explains why the fear of AI replacing jobs is misplaced, and how leaders can instead use it to empower teams, improve efficiency, and deepen community connection.

This episode is packed with practical tools like Canva, Guidde, Tango, and Notebook LM — simple, affordable ways to bring AI into your venue today.

🔗 Resources & Links

• Get Tracy’s book AI & You: https://aiandu.com.au
• Tracy’s speaker site: https://tracysheen.com
• The Digital Guide: https://thedigitalguide.com.au

Next Steps

• Follow the podcast for new weekly episodes: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
• Join Michelle’s newsletter for hospitality leadership & customer service insights: https://www.michellepascoe.com/blog
• Work with Michelle: https://www.michellepascoe.com/traininganddevelopmentprograms

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 culture strategies that attract and keep great staff
• Why values-driven leadership is critical for team success
• The role of community partnerships like Biyani House in driving impact
• Practical steps leaders can take to support staff wellbeing

Next Steps & Resources

• Subscribe on Apple Podcasts, Spotify, or YouTube --> michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

• Join Michelle’s Leadership Newsletter for exclusive strategies --> michellepascoe.com/blog

• Visit Revesby Workers’ Club → rwc.org.au

• Learn about Biyani House Women’s Shelter → biyanihouse.org.au

• Support & Resources → 1800 Respect

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
• Practical tools (like the PB&J method) to build stronger teams
• Signs your culture may be quietly eroding — and how to fix it
• Why values must drive both accountability and recognition

Resources & Links

Connect with Lisa Even:

• Website: https://www.lisaeven.com/

• YouTube: https://www.youtube.com/@lisa_even/playlists

• Podcast: Have Good Ripple Effect

Next Steps

• Subscribe on Apple Podcasts, Spotify & YouTube --> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

• Join Michelle’s newsletter for weekly leadership insights --> https://www.michellepascoe.com/blog

• Work with Michelle through her Middle Management Movement and Customer Service Excellence & Engagement programs --> https://www.michellepascoe.com/traininganddevelopmentprograms

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 Points

• How mentoring and saying “yes” can transform careers
• What Michael learned from crisis leadership during COVID-19
• Why the Accommodation Australia merger finally succeeded
• How ReLove is repurposing furniture to create dignity-filled homes
• Ways you can support the movement
  

Timestamps

• 0:00 – Intro
• 2:30 – From Diesel Mechanic to Hospitality
• 7:20 – Early Hotel Lessons & Mentors
• 12:15 – Culture Shock: Sydney’s King’s Cross
• 17:10 – Career Growth: F&B to Management
• 22:00 – Training as a Chef & Expanding Skills
• 26:50 – Leadership in Hotels & Transitions
• 31:40 – Steering TAA Through COVID
• 37:15 – Hotel Quarantine & Crisis Leadership
• 41:45 – Amalgamating Industry Bodies
• 45:55 – Lessons in Resilience & Adaptability
• 48:25 – The ReLove Initiative & Impact
• 51:20 – Global Potential & Closing Reflections

Next Steps + Resources

• Support Relove (donate quality furniture, volunteer, or partner via ESG); ⁠https://www.relove.org.au/⁠
  

Work With Michelle

Michelle Pascoe helps hospitality leaders build multigenerational teams, lift service standards, and embed values-led culture. Book customer service workshops, and middle-management programs tailored to clubs, hotels, and hospitality venues.

• Visit the website to learn more; ⁠https://www.michellepascoe.com/traininganddevelopmentprograms⁠
• Subscribe on YouTube, Apple Podcasts, and Spotify; ⁠⁠https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast⁠⁠ 
• Join Michelle’s newsletter for leadership, culture, and service excellence; ⁠⁠https://www.michellepascoe.com/blog⁠⁠

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 and hospitality
• Mental health in the workplace – from stigma to support
• The story behind the Essentially Coolie campaign
• Steve’s passion project: Clubs for a Cause and “Walking with Mates”
• Practical ways leaders can build belonging and resilience in their teams



Timestamps

00:00 – Welcome
01:05 – Who Steve is: GM, culture-first leadership, crisis wins
03:40 – Empathy vs “leave your troubles at the door”
08:20 – Belonging: onboarding internationals, safe teams
12:10 – Purpose-led clubs: lifesaving mission & community hub
16:50 – Loneliness and real connection at work
20:05 – Culture hygiene: zero tolerance + wellness committee
24:30 – Right to Disconnect → “connect on their terms”
29:45 – Origin story: loss, reflection, why mental health matters
34:30 – First walk, $42k, holding space, real impact
38:50 – “Walking through the storm” year, burnout, formalising the charity
42:20 – “You don’t need to be a counsellor to care”
45:10 – Mental Health First Aid, listening skills, Healthy Heads workshops
49:00 – The tricky call-outs: “I’ve got anxiety” vs performance & fit
52:10 – Leadership advice: values, diversity of thought, repair after mistakes
54:10 – Essentially Coolie: border chaos, steady leadership framework
56:00 – Media momentum → funding relief; Orange Sky volunteering
57:30 – How to support Clubs for a Cause; upcoming sessions

Next Steps + Resources

✨ Subscribe to the podcast on Apple, Spotify, or YouTube → https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast 
✨ Join Michelle’s newsletter for leadership strategies and updates → https://www.michellepascoe.com/blog
✨ Work with Michelle – explore her training, programs, and workshops for clubs and hospitality leaders → https://www.michellepascoe.com/traininganddevelopmentprograms
✨ Support Clubs for a Cause → clubsforacause.com.au

Work With Michelle

Michelle Pascoe is a speaker, trainer, and consultant helping registered clubs and hospitality leaders build strong teams and thriving workplace cultures. Explore her leadership programs, frontline workshops, and mystery shopping programs to strengthen your team and future-proof your venue.

🌐 Website: michellepascoe.com
📲 LinkedIn: Michelle Pascoe

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 — and why that matters
• Jennifer’s journey from extrovert to introvert ally
• The 4 P’s: Prepare, Presence, Push, Practice (how to apply them)
• Frontline tips for hospitality and customer-facing roles
• Hybrid work strategies to help introverts thrive
• How leaders can adapt communication so every style contributes

Next Steps + Resources

• 🔔 Subscribe on Apple Podcasts, Spotify, or YouTube
• 📩 Join Michelle’s newsletter for weekly leadership & service insights - https://www.michellepascoe.com/blog
• 📘 The Introverted Leader (3rd Edition) – via Jennifer’s website: https://jenniferkahnweiler.com
• 🎙️ Introvert Ally podcast – https://jenniferkahnweiler.com/podcasts/

Connect with Michelle

Michelle Pascoe helps leaders in hospitality and beyond build standout customer experiences and cohesive, multi‑generational teams. Through workshops, coaching, and keynote speaking, she equips managers to lift service standards and retention.

• Website: https://michellepascoe.com
• LinkedIn: https://www.linkedin.com/in/michellepascoe/
• Book Michelle to speak or train your team: https://www.michellepascoe.com/contact

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 journey through identity, burnout, and reinvention

• How to manage emotional pressure in fast-paced service environments

• The VALUE framework for negotiating from clarity, not chaos

• The 5 Negotiator Types – and how to lead with emotional intelligence

🔗 RESOURCES & LINKS

Discover more about Glin Bayley and her work: https://www.simplyglin.com

Take the FREE “Negotiator Type” Quiz: https://thevaluenegotiator.scoreapp.com/

Explore Michelle’s Training & Development Programs: https://www.michellepascoe.com/traininganddevelopmentprograms

Book a Discovery Call with Michelle: https://www.michellepascoe.com/contact

📲 And don't forget to share this episode with your team or fellow leaders - it might just change how they lead forever.

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 one pain point (HR queries, phones, payroll, debt chasing, or shift fills), then scale what works.

She walks us through back-of-house wins—robots coordinating lifts, linens and late-night room service; AI dashboards giving leaders live visibility; and low-cost tools small operators can adopt faster than big chains. The result? Less burnout, better retention and more time for genuine, high-touch service.

To learn more about Ramona and Auto-m8 visit: https://auto-m8.org/voicem8 or https://auto-m8.org/podcast/ for a special podcast listener opportunity.

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 “invisible” emotional toll on middle managers — and how to support them

• A surprising conversation with a Cheesecake Factory manager

• What Brene Brown gets right about leadership (and how to apply it in real life)

• 3 easy-to-implement leadership shifts to make this week

Resources & Next Steps

📧 Join the Free Newsletter for weekly leadership insights:
https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

🎓 Explore Leadership & Customer Service Programs:
https://www.michellepascoe.com/traininganddevelopmentprograms

📞 Book a Discovery Call:
https://www.michellepascoe.com/contact

Connect with Michelle

• Website: https://www.michellepascoe.com/
• LinkedIn: https://www.linkedin.com/in/michellepascoe/
• Instagram: https://www.instagram.com/michelle.pascoe/
• YouTube: https://www.youtube.com/@MichellePascoe

Rate, follow and share this episode if it sparked a new way of leading in you.

Hospitality deserves better leadership — and it starts with you.

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 engagement.

• Real-world lessons from venues like The Cheesecake Factory, where team culture, leadership, and proactive service make all the difference.

• Practical examples from retail—including a behind-the-scenes peek at Macy’s—demonstrating frontline staff impact on customer experience.

• The importance of leadership that supports, not micromanages.

• Encouragement to audit not just what guests expect, but how they feel—from entry to exit.

• A call to empower your team to turn everyday interactions into memorable moments, building long-term loyalty—both for your guests and your staff.

Tune in for a passionate, practical look at elevating your hospitality venue or business through intentional, emotionally rich service—and leave inspired to set the stage for your own team’s success!

To learn more about Michelle's services, visit: www.michellepascoe.com

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 automation and AI to streamline operations—freeing up staff for better customer service and a more rewarding workplace.

You’ll also learn about “Hospo in a Box”, Steve’s innovative franchise system crafted to support small and regional venues struggling with staffing and operational challenges. Hear how this solution offers everything smaller operators need, from menu development to tech-enabled management systems, helping ensure product consistency and profitability across Australia.

If you’re interested in restaurant management, hospitality industry trends, workforce planning, or how tech and people can work together for business growth, this episode is for you!

To connect with Steve and learn more about Catering HQ's services, visit https://www.cateringhq.com.au.

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 not
only sustainable but energising — for both customers and staff. We
discuss the evolution of the “incidental manager,” why onboarding should
really be “forever-boarding,” and how to empower middle managers with
the tools to lead confidently. We also touch on hiring for personality,
managing expectations, and how a little bit of performance mindset can
transform every touchpoint into a wow moment.

Whether you’re running a restaurant, retail store, or hotel, you’re going to find golden nuggets in this vibrant and heartfelt conversation.

So, let the curtain rise, and enjoy the show!

Link to learn more about Marc: https://marchaine.com/

We dive into the heart of rural and regional connection, discussing how
businesses 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 visitors alike.

We also explore how registered clubs can move beyond transactional
marketing and instead create lasting emotional engagement through
authentic storytelling and purposeful branding.

From social media strategies to multigenerational marketing and customer-centric messaging, Jenn shares practical, no-fluff advice you can act on today.

Whether you're a small-town club, a business owner, or simply passionate
about your community, this episode is packed with actionable insights
that will leave you inspired to lead with connection, consistency, and
care.

You can find Jenn at: https://socialmediaandmarketing.com.au/

In this engaging conversation, Samantha explains how emotional journeys, not just service touchpoints, drive customer satisfaction. From understanding psychological drivers like belonging and emotional peaks to exploring how leaders can foster trust, collaboration, and recognition rituals, this episode is packed with practical advice and heartfelt stories. Whether you're leading a team or looking to enhance the guest experience, this episode is your blueprint for sustainable success built on integrity and human connection.

To connect with Dr Samantha Worthington go to:  https://www.drsamanthaworthington.com/

Are you leading with presence, values and purpose?

Watch/listen now & elevate your leadership style.

Paul’s leadership is grounded in values, authenticity, and genuine care for his people and community. We talk about creating destinations with purpose—like the opening of the new Encore Hotel and the vision for early learning centres and retirement living—and how important it is to keep the heart of service alive in an increasingly digital world. Plus, Paul gets personal, reflecting on his decision to take a sabbatical in a caravan with his family years ago (before it was trendy!) and announcing what’s next as he steps into retirement. This episode is packed with wisdom, humility, and practical advice from a leader who truly walks the talk.

Glenn and I delve into the exciting redevelopment of the Ingleburn Bowling Club, the importance of aligning team values with workplace culture, and what it truly means to lead with purpose. We also touch on intergenerational workplaces, employee engagement, and the future of clubs amidst regulatory and technological changes. Whether you're a club manager, team leader, or someone exploring a career in hospitality, this episode is filled with inspiration, wisdom, and actionable insights.

I dive into the power of warm calls, the charm of snail mail, and how getting back to basics can spark referrals, build loyalty, and create memorable brand experiences. Whether you’re just starting out or leading a large team, this episode is your reminder that connection still counts—and it’s often the simple, human touches that make the biggest difference. Grab your notebook (and maybe a teabag) as Michelle shares practical tips from her proven 3E Framework: Expectation, Experience, and Evaluation and start writing your Winning Customer Service Action Plan.

We chat about the challenges of growing a team in a values-led business, maintaining exceptional customer loyalty, and how Chenelle differentiates Paws & Whiskers in an increasingly competitive market. If you're an animal lover, a small business owner, or someone curious about building a brand that balances heart and hustle, this episode is full of insights, warmth, and wagging tails.

Kat also delves into the challenges and triumphs of working with regional communities, emphasising the significance of connecting with local businesses and understanding their unique narratives. Her dedication to customer experience design and her role as a regional community connector highlight the impact of personalised branding strategies. This episode is a must-listen for anyone interested in the intersection of photography, branding, and community engagement.

🎙️ Whether you're leading a hospitality venue, managing corporate teams, or working on the frontline, this conversation is packed with practical strategies to create a culture of care — especially during times of change, stress, and uncertainty. Graeme shares the ICARE framework for mental health conversations, the role of predictable time off, and inspiring stories of human connection that have transformed team dynamics. It’s a must-listen for any leader ready to support their people and spark real change.

We dive into leading with heart, the “daydreamers advantage,” handling intolerant customers with grace, and how to use AI to personalise service without losing the human touch. This is a must-listen for anyone passionate about service, leadership, and building a hospitality brand that customers (and staff) never forget. 💫

Discover how everyday leadership shapes team culture, elevates the customer experience, and sets the tone for service excellence. Whether you're a manager or a team member, this episode offers insights and inspiration to lead where you are.

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.

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 Wheel - how to earn more, work less & fall in love with your business again'. https://miriamcastilla.com/freedomcode/

Whether you're a hospitality leader, business owner, or entrepreneur, this episode is packed with insights to help you thrive—both personally and professionally. 💼🔥

🔁 Share with a friend who needs some freedom and ease in their business!

As the host of Sticky From The Inside and the founder of Bizjuicer, Andy has spent over 27 years leading culture and brand transformations across Leisure, Retail, Hospitality, and Gaming. Now, he’s on a mission to help businesses create stickier organisations—where employees feel a true sense of belonging, and customers keep coming back for more.

🔑 In This Episode, We Discuss:

✅ What “stickiness” means in the workplace and why it’s crucial for long-term success✅ The 7 Steps to Stickiness—Andy’s proven framework for increasing employee retention and engagement✅ How storytelling and "following the breadcrumbs" help businesses create authentic connections with employees and customers✅ The biggest challenges in hospitality (like high turnover) and how leaders can tackle them✅ The power of brand and culture alignment—ensuring that the promise matches reality✅ Key leadership skills needed to foster highly effective, engaged teams

📢 Whether you're a hospitality leader, business owner, or HR professional, this episode is packed with actionable insights to make your organisation stronger, more resilient, and ultimately, stickier!

🔗 Connect with Andy Goram:

📌 Podcast: Sticky From The Inside📌 Website: Bizjuicer📌 LinkedIn: Andy Goram

📅 Listen Now & Start Making Your Organisation Stickier! 🎧

We discuss:✅ How hotels and restaurants can use data insights to improve guest experiences and customer retention✅ The role of predictive modelling in driving upselling and cross-selling opportunities✅ Key customer journey touchpoints hospitality businesses should focus on✅ How smaller businesses can adopt strategies used by DMOs to attract more tourists✅ The future of data technology in hospitality and how to stay ahead

Jim also shares an exclusive offer for my listeners—be sure to check the link in the show notes!

Key Topics Covered in This Episode:

🔹 Using Data to Enhance Guest Experiences: How hospitality businesses can leverage customer insights for personalisation and retention.

🔹 Predictive Modelling for Upselling & Cross-Selling: How hotels and restaurants can use data to predict next-likely-product purchases and drive revenue.

🔹 The Customer Journey & Key Metrics: The most important touchpoints and KPIs hospitality businesses should track to refine engagement strategies.

🔹 Small Business Strategies from Big-Scale DMOs: How independent operators can adopt proven marketing approaches to attract and retain more guests.

🔹 Future Trends in Data & AI for Hospitality: What’s next in marketing analytics, personalisation, and predictive intelligence in the industry.

Jim has a special exclusive offer for my podcast listeners! Click here to access it: https://rmg-usa.com/hospitality/

🔍 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 competition

💡 Why Listen? This episode is packed with actionable advice for hospitality leaders who want to create unforgettable guest experiences, backed by real data and decades of industry expertise.

📈 Trusted by clients for over 25 years, our insights help venues consistently raise the bar and stay ahead of the curve.

With experience across the US, Mexico, the Caribbean, and the Middle East, Chris discusses global trends shaping the restaurant industry and how operators can adapt. As the host of Corner Booth Podcast, he reflects on the most inspiring lessons from his conversations with restaurant entrepreneurs.

Whether you're a first-time restaurant owner or an industry veteran, this episode is packed with actionable insights to help you thrive. Tune in now! 🎧

Key Takeaways:

✅ A strong restaurant concept is built on consistency, adaptability, and financial discipline.✅ Service is still a critical element, despite industry challenges—operators must find innovative ways to maintain high standards.✅ Understanding the 3 P’s (People, Product, and Process) is essential for long-term sustainability.✅ First-time entrepreneurs must prioritise budgeting, location strategy, and operational efficiency.✅ Global trends such as digital transformation and experiential dining are shaping the industry.

🔗 Connect with Chris Tripoli:

• Corner Booth Podcast
• Website: https://www.christripoli.com

📢 Follow Us for More Hospitality Insights:

• Website: https://www.michellepascoe.com/
• LinkedIn: https://www.linkedin.com/in/michellepascoe/

Get ready for big laughs and even bigger takeaways as we discuss how intentional leadership shapes culture, why humour is a competitive advantage, and how businesses can boost morale, teamwork, and guest satisfaction. If you want to create a thriving, engaged workplace, this episode is a must-listen! 🎧✨

📢 Loved this episode? Don’t forget to subscribe, leave a review, and share it with your team! Let’s spread the laughter and create amazing workplace cultures together!

Daniel shares how his early experiences with poor leadership could have ended his career before it even started—but instead, he used them as fuel to build a community-driven initiative that supports mental well-being in hospitality. From founding Barstool Brothers, a grassroots men’s mental health group, to launching Healthier Hospitality, an education program tackling workplace stress, Daniel’s mission is transforming lives across NSW and beyond.

Tune in to hear how collaboration with NSW Health and the State Government is helping deliver vital mental health support to venues, and why hospitality businesses must take proactive steps to care for their teams. If you’re passionate about leadership, resilience, and the future of hospitality, this is an episode you won’t want to miss!

As the year winds down, I would like to take this moment to say a huge THANK YOU for tuning in to the podcast. It means the world to me that the stories I share—whether from our incredible guests or my own experiences—are making an impact on you, your business, your team, and your organisation.

🎄 Wishing you a Christmas filled with joy, peace, and plenty of laughter! 🎄

🌞 Get Ready for Our Summer Season! 🌞 While I take a short break, I’ve got something special lined up just for you. Enjoy four fabulous episodes where I’m in the hot seat as the guest, sharing insights in interviews across the UK, USA, and Australia.

✨ Looking Ahead to 2025 ✨ We’ve got an incredible lineup waiting for you when we’re back in February 2025! Until then, enjoy the summer season, stay inspired, and keep thriving.

Thank you for being part of this journey, and I can’t wait to connect with you all again soon!

Vance’s unique journey—from security guard at a birth control factory to Disney leader, to a thriving entrepreneur—is full of funny, relatable, and inspiring moments. He opens up about the triumphs and setbacks that shaped his approach to leadership and customer service.

Get ready to be inspired and take notes—this episode will have you thinking about all the ways you can Disnify your business!

Learn more about Vance Morris: https://yes.deliverservicenow.com/

Our conversation dives into the critical role of women in the gaming and hospitality industry and that without them the industry cannot grow or be successful.   Christie shares powerful advice on how to “bite the bullet” and lean in with courage, overcoming hesitation, and leveraging the skills of those around you to build a supportive network.

We discuss the transformative impact of mentorship and the importance of joining organisations like Global Gaming Women (GGW) to advance your career and personal growth. Christie emphasises how collaboration, not competition can create extraordinary results in the workplace.

Tune in to hear Christie’s inspiring journey, practical strategies for developing leadership skills, and her vision for the future of the gaming and hospitality industry. Whether you’re aspiring to lead, seeking to empower others, or curious about fostering diversity in your organisation, this episode is packed with actionable insights.

Join Global Gaming Women https://www.globalgamingwomen.org/

We dive into Kirsty’s debut book, Himalayan Dreams: The Story of Som Tamang, an extraordinary tale of resilience and hope. Kirsty recounts how a life-changing visit to Nepal following the devastating 2015 earthquakes led her to tell the story of Som Tamang, a former child slave who has moved mountains to transform the lives of a generation in Nepal.

Our conversation also explores the importance of giving back to the community, overcoming PTSD, and building resilience through good habits like maintaining a strong sleep routine and embracing the power of a simple smile. Kirsty’s insights will leave you feeling empowered, reminding us all that we are stronger than we think.

You can learn more about Kirsty on YouTube or to order a copy of her book at https://www.kirstynancarrow.com/

Mariya unpacks her extensive research on narcissism, offering eye-opening perspectives on how it impacts personal relationships, workplace dynamics, and even industries like hospitality. She shares actionable strategies for building self-confidence and courage, recognising and addressing gaslighting, and fostering healthier relationships.

We also dive into the surprising link between sleep, rest, and overall well-being—crucial elements often overlooked in high-pressure environments. Whether you're navigating personal challenges, managing a team, or seeking to understand how narcissism can shape the hospitality experience, this episode offers powerful tools and practical advice to help you thrive.

💡 Tune in for an engaging, thought-provoking conversation that will leave you equipped to face life's challenges with clarity and confidence. Don't miss it!

🎧 Listen now and take your first step toward understanding the narcissist and empowering yourself!

Tune in to discover how Loaded is empowering over 10,000 hospitality leaders worldwide to run smarter, leaner, and more profitable businesses.

To Learn more about Loaded go to https://www.loadedhub.com/

We explore the evolving landscape of recruitment and retention, salary packages, the unique needs of regional roles, and her initiative to connect club managers through a private LinkedIn group—a vital resource born during COVID that continues to support industry professionals. Don’t miss this engaging and insightful conversation!

With a background in Chemical Biotechnology and Plant Biology, Christina shares her personal journey of disrupting the beverage world. Motivated by the search for alcohol alternatives that retain the same complexity and enjoyment, she turned her expertise toward crafting unique, botanically infused wines.

Unlike other non-alcoholic wines, ALTINA avoids sugar and grape juice concentrates, opting instead for native Australian botanicals that offer depth and character, creating a taste experience celebrated worldwide. 

In this engaging conversation, we explore:

Christina’s vision and how she brought ALTINA from idea to fruition, building it into a major player in the non-alcoholic wine space. 

The meaning behind every element of ALTINA—from branding and labelling to ingredients—making the product a journey of discovery beyond wine. 

Christina’s passion for mentoring startups, offering logistical and business guidance through her Canberra-based hub, fostering innovation and growth in the local entrepreneurial community. 

Tune in for an inspiring discussion about disrupting industries, fostering innovation, and redefining experiences—without alcohol! 

https://altinadrinks.com/

With alarming statistics in Australia—where one woman is killed every week by an intimate partner, and one in four women have experienced violence—this workshop is a crucial step forward. Clubs from NSW, QLD, and VIC are coming together to develop DFSV Action Plans, equipping their teams and communities to create safer environments and drive meaningful change.

We dive deep into some key questions, including how to inspire teams to take initiative, strategies for overcoming obstacles in leadership, and Shivani's journey as a female leader in the business world. Shivani’s advice is a goldmine for business owners and leaders looking to cultivate a proactive and engaged workforce, and she offers thoughtful guidance for women aspiring to lead with confidence and impact. Don't miss this insightful conversation!

Join us as Lennox shares her journey of building Snacktember overcoming the challenges of balancing school and charity work, and how her determination (and a little help from Mum) has inspired partnerships with organisations like Bunnings and Westpac, as well as schools and preschools in every state. You’ll hear about the heartwarming stories behind the snacks, the impact it has had on communities, and what’s next for this incredible charity.

Lennox’s story proves that age is no barrier when it comes to making a difference. Listen in to find out how Snacktember is tackling food insecurity head-on, and discover how you can get involved to help feed hungry kids and spread the message of generousity.

Tune in now for a dose of inspiration and hope, as Lennox Wade shows us all what it means to be a true change-maker!

Get ready for a fun and enlightening conversation filled with laughter, practical tips, and valuable insights. We explore the fine line between service and experience, diving deep into what makes each unique and essential in today’s competitive landscape. Shep shares stories of memorable customer moments from global brands, revealing the secrets behind their success and how they connect with individuals on a deeper level.

We also delve into the often-overlooked world of “internal customer service”—because happy employees mean happy customers! Learn how brands can foster a loyalty mindset not just with customers but within their teams.

Plus, we chat about the digital age of customer connection. How do you build authentic relationships over the internet? How do chatbots and AI fit into the customer journey without losing the human touch? Shep unpacks these questions and discusses how AI can enhance customer experiences in ways we’ve never imagined.

Whether you’re a business owner, a leader, or simply passionate about delivering great service, this episode is packed with actionable takeaways. Join us for an engaging conversation that is sure to inspire and equip you with fresh ideas to elevate your customer and employee relationships!

Discover how to turn customers into lifelong advocates!

Don’t miss this chance to learn from one of the best in the business! Hit play and start transforming your customer interactions today.

Learn More Go to:  https://hyken.com/

Learn why your face says it all when it comes to connecting with others and how a smile can positively impact customer experiences and team dynamics.

Rachel shares her story of pivoting from her initial dreams to a career in marketing, first with Dental Corporation and Yokogawa, before making a bold leap into the gaming industry. With no prior experience, Rachel took a chance and landed a role at IGT as a Product Coordinator, quickly rising to Product Manager for ANZ, where she stayed for nearly six years. Today, she is the Senior Product Manager for the APAC region at Ainsworth Game Technology, where she leads go-to-market strategies, product roadmap development, sales enablement, and fosters cross-functional collaboration.

In our conversation, Rachel opens up about her experiences in mentoring, her insights into entering the gaming industry, and the challenges she has faced along the way. We also discuss the importance of women in leadership, finding time for oneself, and achieving balance in a demanding industry. Rachel’s background in demography continues to influence her work as she navigates market data and release strategies, helping to better align games and roadmaps with market needs.

If you're curious about the gaming industry, interested in product management, or passionate about women's leadership, this episode is for you! Tune in to hear Rachel's inspiring journey, her advice for overcoming challenges, and her tips on finding balance while forging a path in a fast-paced world.

Don’t miss this engaging episode with Rachel McHugh – listen and download now!

I also introduce our versatile audits, available for various industries, which can be handed over to a friend or family member to assess a business using objective, customer-focused questions. By mapping the entire customer journey, these audits offer a fresh perspective, helping businesses identify areas of improvement and drive meaningful change.

Don't miss this opportunity to discover how mystery shopping can be a game-changer for your business!

Join us as Tracy shares her journey from a Federal Government-approved Small Business Advisor to an esteemed judge at national awards and a regular media commentator on marketing and technology. We’ll explore her mission to bridge the digital divide in small businesses and her unique approach to empowering business owners to thrive in an increasingly digital world. Don’t miss this engaging conversation filled with practical tips, inspiring stories, and a few surprises that only Tracy can bring!

Links mentioned:  https://user.thedigitalguide.com.au/i/SubscribeAIandU

https://youtu.be/Sq1QZB5baNw?si=T5HAXw9aZAjJ4RiN

I dive into the importance of continuous learning and education for personal and professional growth, and how stepping into different industries can enrich your journey and expand your network. Tune in to explore the value of staying curious and connected in our ever-evolving world.

Partnering with the Rotary Club of Ballina on Richmond, Purple Friday mobilised the community, with 91 local businesses, schools, and organisations donning purple shirts every Friday to boldly stand against domestic violence.

This grassroots campaign, supported by a $30,000 investment from Cherry Sports Group, has sparked vital conversations, offered lifelines to those in need, and earned national recognition, including an invitation to Parliament House.

Tune in to hear how a small town turned its darkest hour into a beacon of hope and how Tere Sheehan and Cherry Sports Group are committed to ensuring the message of Purple Friday continues to resonate far and wide.

To Learn More:  https://cherrystreet.com.au/

Melissa Goffin, co-owner of Red Gum BBQ, has successfully navigated the complexities of sustainability, people and culture, and diversification in the competitive world of hospitality. Under her leadership, Red Gum BBQ has not only fostered a culture of innovation and community engagement but has also prioritised responsible sourcing and ethical practices.

Melissa shares the story of Red Gum BBQ, born from traditional family recipes and a passion for bringing people together over low and slow BBQ. From Martin's journey to becoming a Pitmaster to the couple's shared dream of creating an authentic southern-style barbecue restaurant in Australia, this episode is packed with inspiring anecdotes and valuable insights.

Join us for an engaging conversation that not only highlights the challenges and triumphs of running a hospitality business but also provides a roadmap for aspiring entrepreneurs looking to make a positive impact in their communities. Whether you're a seasoned professional or just starting in the industry, this episode offers a wealth of knowledge and inspiration.

Tune in to discover how one restaurant is setting new standards for sustainability, people and culture, and diversification in the hospitality industry.

Learn More:  https://redgumbbq.com.au/

With a history of owning and managing multiple cafe and restaurant venues, overseeing franchising operations, and managing venues for Keystone Hospitality, Phil brings a wealth of experience to the table. He is a firm believer in the power of process management and developing a team of leaders who can execute these processes at the highest level.

Join us as we dive into Phil's journey, the success of Ruby Lane Wholefoods, and his vision for a sustainable and community-focused future in hospitality. Learn More:  https://www.rubylane.com.au/

A heartfelt thank you to my incredible team at O.O.P.S. Your insights and reports have made a profound impact on our clients. To everyone who has allowed me to be part of their leadership and business journey, I'm deeply grateful.

A special shoutout to my family, friends, business mentor Tina Tower, and the best EA ever, Sarah Hall. Your support has been unwavering and invaluable.

In this episode, I share the story of these past 30 years—the catalysts, the importance of self-belief, perseverance, and the drive to achieve your full potential. Learn how to ignite the potential in others and choose the life you deserve, not the one other’s choose for you.

Tune in and reminisce with me as we celebrate this milestone and look forward to many more years of success! 🚀✨

#Podcast #BusinessAnniversary #Leadership #Perseverance #Inspiration #ThankYou #Celebration #30YearsInBusiness

Under Peter's visionary leadership, Reflections is redefining camping, evolving from a traditional accommodation provider to a purpose-led experience brand. With a new brand identity launching in 2024, Peter and the team is spearheading the development of a cutting-edge e-commerce platform, a centralised reservations function, and a robust partnership program.

Before joining Reflections, Peter was the Managing Director at Enigma, where he played a pivotal role in doubling the agency's size and expanding its footprint to Sydney and Brisbane. With over 20 years of experience in the advertising industry, including leadership roles at Clemenger BBDO Melbourne and J Walter Thompson Melbourne, Peter brings a wealth of knowledge and expertise.

Peter is not just a marketing guru; he's also a keen outdoorsman and a passionate advocate for Regional Australia. He serves on the advisory board for marketing at the University of Newcastle and is a board member of the Merewether Carlton Rugby Club and the In-House Agency Council of Australia.

Join us as Peter shares the exciting journey of launching Reflections' new brand to an enthusiastic team and a supportive community. Discover how their loyalty program focuses on genuine guest loyalty, their market segmentation strategies, and their commitment to connecting guests with nature and adventure. This episode is packed with insights and inspiration for anyone interested in the dynamic world of hospitality and marketing. Don't miss it!

To learn more: https://reflectionsholidays.com.au/

Tawnya Bahr, an esteemed culinary expert, Group Executive Chef, and Director of Straight To The Source, shares her extensive experience and passion for the food industry. With over 26 years in the field, Tawnya is a prominent advisor and judge for organisations like Sydney Royal Fine Food and the Australian Culinary Federation. She is also a mentor for Women in Hospitality and FoodLab, actively shaping industry standards and championing sustainability.

🎙️Episode Highlights

- Tawnya Bahr’s journey as an esteemed culinary expert and Group Executive Chef.

- The mission and impact of Straight To The Source within the food supply chain.

- Insights into supporting food innovation and sustainability.

- Tawnya's role as a mentor and advocate in the food industry.

Don’t miss this inspiring discussion that sheds light on the future of food and the vital role of Australian farmers' markets.

https://finefoodaustralia.com.au/

https://omny.fm/shows/straight-to-the-source

In This Episode:

- Rebekah’s Journey: Discover how Rebekah navigated her own career crossroads post-family life during the COVID-19 lockdowns, leveraging her extensive HR expertise to foster her career coaching practice.

- Hospitality to High Gear: Explore how early stints in hospitality and retail are not just jobs, but a foundation for building essential skills applicable across any career. Hear about her own experiences and the surprising ways they shaped her professional path.

- Real-Life Transitions: Be inspired by stories of individuals who have successfully transitioned from hospitality roles into vastly different fields, such as a chef becoming a policy officer or a venue manager evolving into a customer experience strategist.

- Staying Put: Sometimes, the best move is no move at all. We'll discuss why some choose to stay in their current roles and how mindset and external life factors play a crucial role in these decisions.

- The AI Effect: Get curious about the future as we touch on the role of AI in the workplace and what it means for skill transitions and career development.

Why You Should Listen:

Whether you’re contemplating a career shift or just curious about how diverse experiences can influence professional growth, this episode provides insights and real-world examples to help you design and pursue your best work life. Rebekah's expert advice, combined with personal anecdotes and client stories, offers a unique perspective on navigating career paths in today’s ever-changing landscape.

Tune in to uncover the hidden strengths gained from early career roles and learn how to harness them for future success. Don’t miss this enlightening discussion on shaping your career journey with intention and adaptability!  Learn More about Rebekah https://www.designyourbestworklife.com/

Emma's expertise as an Event Producer is unparalleled. She has a natural eye for design and flow, ensuring that every event she touches runs seamlessly. Known for her hands-on, solution-driven approach, Emma is always ready to dive in and get things done, ensuring her clients enjoy a flawless experience while she works behind the scenes.

With professional connections across Australia and a deep understanding of Stage Management, Emma brings a wealth of on-ground qualifications, including RSA, Safe Food Handling, and First Aid Certifications. Her versatility allows her to seamlessly transition between front-of-house and back-of-house roles as needed, adapting to the dynamic demands of any event.

For the past four years, Emma has been the driving force behind the Little Food Festival held annually at Federation Square. This wonderful event encourages children to explore the food system and understand how their food choices impact their health and the environment. Emma’s dedication to creating engaging and educational experiences for kids showcases her commitment to making a positive impact through her work.

Tune in to this episode to hear Emma share her journey, insights, and passion for creating sustainable and seamless events. Learn how she continuously generates innovative ideas, provides creative solutions, and ensures every event is a memorable success. Whether you’re an industry professional or simply interested in the world of events, this episode is packed with valuable takeaways.

My goal is to help you make your venue the talk of the town and a must-visit destination. By focusing on these key elements, you can create a memorable experience that encourages guests to return and recommend your place to others. I'll also provide tips on how to encourage social media sharing, turning your venue into a hotspot for the Long Weekend. Tune in for practical advice and creative ideas to boost your venue's appeal and make it the go-to place for this special occasion.

Through this narrative, I emphasise the importance of cross-industry learning and the benefits it can bring to our professional environments. By adopting successful practices from other fields, we can address challenges more effectively and create more cohesive, efficient teams. This episode encourages listeners to remain open-minded and proactive in seeking out innovative approaches from various industries to drive improvements and achieve greater success in their own organisations.

Join me as I tease out the hidden traps and share strategies to steer your business towards success. Don’t miss out on these game-changing insights—tune in and transform your approach to business management!

Hospitality Momentum:  https://www.hospitalityteam.com.au/hospitalitymomentum

As an authority on direct bookings, marketing, branding, and digital products, Bart has helped thousands of hospitality owners generate millions in additional revenue through iBooked.Online. He also leads the Accommodation Professionals Network, a vibrant community of over 2,500 professionals sharing industry insights.

In 2023, Bart led the ground-breaking 5-Day AI Challenge, educating hosts on leveraging AI to boost direct bookings. His influence spans the globe with speaking engagements at prestigious events like ASTRA Conference, The Book Direct Show, Vintory Mastermind, and No Vacancy.

This year, Bart is touring Australia, presenting at key conferences, and sharing his knowledge on industry podcasts. Tune in to discover how you can elevate your direct bookings and thrive in the competitive tourism landscape! 🌏✨

From these humble beginnings, GABS has evolved into Australasia's premier beer festival, attracting over 55,000 enthusiasts annually across Melbourne, Sydney, Brisbane, and Auckland. Inspired by a year in New York City, Steve ventured into brewing, co-founding Stomping Ground Brewing Co in 2016. With its popular Beer Halls, Stomping Ground has revitalised Collingwood as a hub for independent brewing, harking back to the suburb's rich brewing history.

In this episode, we explore Steve Jeffares' journey from filmmaker to beer visionary, tracing the evolution of craft beer culture in Australia and the impact of initiatives like The Local Taphouse and GABS festival. Join us as we raise a glass to the spirit of innovation and community that defines Stomping Ground Brewing Co and its quest to make great beer accessible to all.

In this engaging conversation, Alex reveals five key strategies for enhancing customer interactions, transforming everyday transactions into meaningful relationships. These insights are a testament to the foundational belief of Dachshund Coffee—that relationships, not mere transactions, are essential in connecting with others. The episode also highlights how Alex’s ventures, including The Commune Project, integrate their mission into every aspect of their operation, from menu design to community engagement, fostering a culture of sustainability and inclusiveness.

Listeners will also learn about the notable achievements and media recognition that Alex's cafes have received, such as winning The Daily Telegraph's and Urban List Sydney's best coffee awards. This recognition has helped cement his businesses as top destinations for coffee lovers and those seeking a dog-friendly cafe experience. Tune in for a dose of inspiration and discover how intentional business practices can lead to success in the competitive hospitality industry, all from one of Sydney’s leading entrepreneurs.

In this not-to-be-missed episode, we dive deep into Jose’s thrilling culinary adventures, including the times he impressed Heston Blumenthal not once, but twice. Discover how his passion for gastronomy and knack for storytelling are now fuelling his current venture, Digital Chef, where he crafts SEO-optimised blog posts that skyrocket online visibility for the hospitality industry.

Hear about his journey from high-level culinary arts to founding Digital Chef, a hub for robust social media strategies, influencer marketing, and mouth-watering menu consulting. Learn how Jose’s innovative SEO tactics and web design expertise are revolutionising digital marketing, making it a one-stop solution for dynamic online engagement.

Whether you're a food enthusiast, a budding chef, or a digital marketing professional, this episode offers valuable insights into balancing a passionate career with family life, and mastering the art of visibility in the digital age. Get ready to be inspired by Jose’s story of transformation and his strategic approach to driving organic traffic and enhancing Google rankings for the hospitality sector.

Motivated by this revelation, Jeffares founded TWØBAYS Brewing Co in 2018, revolutionising the gluten-free beer scene in Australia. TWØBAYS now offers a wide range of delicious, gluten-free craft beers, accessible nationwide in bottle shops, venues, and at its dedicated Mornington Peninsula Brewery.

We chat about all things brewing and the impact that Gluten Free Beer is having on the market as it is offered at major sporting arenas, including the MCG and complements menus in many fine dining establishments to ensure that all guests are catered for and included.

Jess's conversation with me not only highlights her extensive career but also her unique approach to business. Her journey from the shop floor to the boardroom illustrates her unparalleled expertise and adaptive strategies in the face of change. Engaging with Jess offers an amalgamation of fun, creativity, and effective problem-solving, all while emphasising tangible outcomes. Our discussion also covers the essence of drawing on experiences from the corporate realm to fuel entrepreneurial ventures, making this episode a must-listen for anyone looking to navigate the complex yet rewarding world of business building and innovation.

Discover how turning common leisure activities into a competitive yet social event can change the way you think about playtime with family, friends, and even business colleagues. This episode is more than just a tale of business success; it's a reminder that joy, engagement, and friendly competition can be found in the most unexpected places. Tune in to get inspired, and perhaps you'll find yourself eager to join the world of Competitive Socialising after this!

I've always emphasised the importance of connecting with employees beyond the hierarchical boundaries of 'boss' to foster genuine commitment. Although outliers may exist, whose approach remains transactional despite guidance and training, the focus remains on cultivating exceptional teams whose collective performance delights customers consistently. Through analysing customer feedback and reviews, certain patterns emerge, highlighting the key elements that contribute to exceptional service. These insights illuminate six fundamental pillars that underpin the guest experience, providing a roadmap for enhancing service excellence and fostering lasting customer relationships. Join me as I share these pillars and chat about how we can all go about crafting memorable experiences for every customer.    

https://yaniquegrant.com/podcasts/

Through the interview we chat about her course and mentoring service, "How to Become a Woman of Influence," where she imparts a comprehensive strategy encompassing LinkedIn, Networking, Podcasting, Speaking, Awards, PR, and Online Courses. In late 2023, fuelled by the realisation that only 30% of speakers are women, Jules founded the Australian Women Speakers group on LinkedIn and Facebook, with a directory launching very soon.

Jules is on a mission to make women more visible, with a particular focus on businesswomen over 45. Join us in this episode as we explore the inspiring story of Jules and her relentless efforts to showcase the incredible women changing the world through their businesses.

https://shesthebossgroup.com/

https://www.handleyourownpr.com.au/home

Podcast:  https://shesthebossgroup.com/chats/

In the 2021-22 period alone, Learning Links touched the lives of 4,738 children, 3,477 families, 115 schools, and 3,470 professionals, offering crucial support to those with additional needs.  Don shares beautiful stories, including his own personal journey in the classroom, supporting a young boy on the path to reading success. Moreover, we hear of a volunteer who once benefited from the program as a young girl, illustrating the lasting and positive impact Learning Links has had on her life. Tune in as we explore the synergy between Learning Links and Registered Clubs in NSW, united by the common goal of helping children make measurable gains in literacy and numeracy, building confidence and meaningful engagement in the classroom. Don't miss this episode filled with heartwarming tales of transformation and the incredible power of education.

https://www.learninglinks.org.au/

Mindstuck is a wonderful book blending straight talk and neuroscience.  Having spent the past two decades helping Fortune 500 brands and leaders embrace the changes they'd rather fight or ignore, Michael McQueen understands what it takes to change even the most stubborn minds.

Whether you are a leader trying to help your team keep pace in changing times, a businessperson who needs a potential partner to see your value proposition or a parent who wants to get your teenager away from their screen, this book will show you how to persuade even the most mindstuck people in the world.

Listen to Michael unpack Mindstuck, his must-read guide to persuading even the most stubborn and strong-willed individuals.

https://michaelmcqueen.net/store

Join me as Vanessa shares her mission to revolutionise the way we view and utilise space, drawing on her multifaceted skills in business, brand development, circular economy, and consumer advocacy. Discover how she seamlessly intertwines creativity and expertise to craft solutions that are not only locally focused and sustainable but also inclusive, profitable, and enduring. Vanessa's dedication to mentorship and innovation shines through as she empowers us all to contribute to a better world.

In this episode, Vanessa challenges businesses to rethink their spaces, emphasising the critical connection between sustainability, place, and people. Explore the transformative concepts of repurposing, reusing, and recycling, as she encourages a holistic approach to building a brighter and more responsible future.

Don't miss out on this captivating conversation with Vanessa Cullen, where every insight leaves you inspired to embrace your best self for a more sustainable and harmonious world. Tune in now and be part of the change!

https://forwardthinkingdesign.com.au/

Welcome to a special episode of "Leading the Talent Charge." Today, we're diving into the core strategies that will empower you to attract, recruit, and train top-notch talent in 2024. We're cutting through the complexities and focusing on three key pillars: Communication, Change, and Connection. Learn effective communication techniques that streamline your recruitment process, embrace change as a catalyst for growth, and foster genuine connections that make your team thrive. Whether you're a seasoned HR professional or a business leader looking to enhance your workforce, these practical strategies will equip you to navigate the evolving landscape of talent management. Get ready to lead with impact – this is "Leading the Talent Charge: Strategies for Attracting, Recruiting, and Training Staff in 2024."

With an unwavering commitment to excellence, Emma Duxbury continues to shape the narrative of her clients in the hospitality sector, proving that in the digital era, effective communication is not just a necessity but a powerful tool for sustainable success.

https://edmediamanagement.com.au/

Laurel Papworth is a global AI consultant and workshop facilitator with a focus on generative AI (ChatGPT) through licensing her course, “AI Is My CoPilot,” at the Australian Institute of Management. Since 2008, she’s taught diverse AI subjects, including behavioural, semantic and computer vision AI. A pioneer in virtual currencies and Play-to-Earn fitness, she patented decentralised currency three years before Bitcoin. Named by Forbes as a Top 50 influencer in online communities, Laurel has consulted for the Malaysian Government, Singapore Departments, Parliament House Australia, Sony, and various banks. She has over 22,000 students and decades of teaching at various Australian universities. Laurel hosts the “Alchemy of Innovation” podcast and enjoys MMORPGs like World of Warcraft in her free time.

The use of AI and the Metaverse in your Hospitality venue, truly transformational.  

https://laurelpapworth.com/

Discover the magic behind The Studio in Moss Vale, an open-plan eatery with a commitment to zero waste and a unique approach to whole butchery. Eilish shares the philosophy that drives The What If Society: "Work with nature, not against it." Learn how this culinary cooperative is reshaping the narrative around sustainable living, from its local impact to the global ripple effect.

But that's not all! Eilish takes us behind the scenes of the recent expansion with "The Exchange" in Burrawang, revealing gardens, masterclass events, and the community-driven ethos shaping the future. Stay tuned for exciting announcements, exclusive events, and a sneak peek into a new "place" on the west coast.

Are you ready to be inspired, educated, and tantalised by the world of culinary possibilities? Click now to join Eilish Maloney on this culinary journey.  Don't miss out on this feast for the senses and a glimpse into a future where sustainable living is not just a choice but a way of life. 

To learn more, sign up for the Newsletter go to https://www.thewhatifsociety.com/

From maintaining composure and spreading Christmas cheer to engaging customers and implementing time management strategies, we've got your hospitality hustle covered. Learn how connecting with your team and expressing gratitude can create a well-oiled venue, ensuring a professionally fulfilling end to the year.

Get ready to enjoy an inspiring journey as I sit down with Christie Roser, who is a powerhouse in the gaming industry. For several years, she served as the Chair of Women In Gaming & Hospitality Australasia, playing a pivotal role in bringing the GGW brand to Australia & New Zealand. Her tireless efforts have significantly advanced the careers of women across the gaming spectrum.

But that's not all! Christie wears multiple hats as the Deputy Chairperson of the Board of Central NSW Business HQ (BizHQ). Her dedication is evident in her efforts to foster thriving regional communities through the support and promotion of small businesses. In her remarkable journey, Christie became a catalyst for change at BizHQ, leading the appointment of the first female CEO in the company's 30+ year history.

Recently, Christie achieved another milestone as the first female Board member of Windsor Income Protection. Specialising in Group Insurance, they create comprehensive insurance solutions and boast a stellar claims management team, making them the preferred partner for their clients.

And here's the kicker – did I mention that Christie listens to podcasts while manoeuvring her sit-down mower in the countryside? She's not just breaking barriers in the boardroom but also defying norms when it comes to podcast listening habits.

Christie is passionate about using her platforms and voice to break down barriers, allowing others to make their best contributions without facing roadblocks and red tape. Join us as she shares insights, experiences, and maybe a few stories from her sit-down mower adventures!

Don't miss this opportunity to learn from a leader who not only shatters glass ceilings but does so with grace and determination.

The theme of solidarity among men in the hospitality industry takes centre stage. Building on Ant's ongoing involvement with the Movember Foundation, we dive into the unique challenges faced by men in the profession. This episode explores Movember's role in fostering open conversations about men's health, emphasising the significance of building a supportive community within the industry. Listeners are encouraged to engage in a dialogue about men's health, mental well-being, and the potential for positive change through shared experiences and camaraderie within the hospitality profession.

We peel back the curtain to reveal the behind-the-scenes dynamics of Ant's recent leadership roles in Melbourne's iconic restaurants and his co-founding of Root + Bone Magazine. We discuss the challenges and rewards of managing operations in the competitive hospitality scene, highlighting the delicate balance between creativity, operational excellence, and customer satisfaction. Root + Bone Magazine's impact on the industry is illuminated, showcasing its 'rock 'n roll' perspective on food and drink culture. The episode concludes by celebrating Ant's passion for bringing people together, revealing the heart of hospitality lies not just in culinary artistry but in the creation of extraordinary moments that leave a lasting impact on those who partake in them.

There's still time to donate to Movember.  Changing the face of Men's Mental Health globally https://au.movember.com/donate

In this episode, we peel back the layers of Jeremy's journey—inspired by the rich tapestry of a multicultural city and fuelled by deep dives into art, design, history, and academia. As the co-founder of MUCHO, Jeremy shares the fascinating backstory of the venture, from the early days of Mucho Aloha, navigating the highs and lows, to the evolution that brought us to the present day.

Their belief in an earnest and inspired future of hospitality takes centre stage as we explore the ethos of MUCHO. It's not just about making fantastic drinks; it's about serving them incredibly, with a genuine connection to people and an unwavering commitment to pushing past the ordinary. Join me in this spirited conversation with Jeremy Blackmore, where we go beyond the surface and embrace the extraordinary. 

As participants navigate the rugged terrain, they not only push their physical and mental boundaries but also cultivate unwavering commitment, forge lifelong friendships, and gain profound insights into the challenges faced by veterans during World War II in Papua New Guinea. Join us as we delve into the heart of this challenging adventure that goes beyond the trail, shaping leaders and fostering a deep understanding of history and camaraderie.

Prepare to be inspired as we explore the depths of his journey, laced with unwavering dedication and an unyielding commitment to serving his community.

Join us as we uncover the defining moments that shaped Douglas’s exceptional career, from overcoming industry challenges and embracing diverse leadership roles to fostering an inclusive workplace culture that thrives on the richness of community diversity. With his profound insights into the ever-evolving realm of hospitality, we'll glean timeless wisdom on effective leadership, the transformative power of mentorship, and the relentless pursuit of creating extraordinary workplace environments, all driven by a deep-seated "Service to Community" ethos.

Through engaging anecdotes and lessons learned, this episode promises to ignite your passion for excellence and invigorate your approach to the dynamic world of hospitality. Tune in to and embark on a journey of inspiration and enlightenment, as we uncover the essence of true hospitality with the incomparable Douglas Kirkham.

Distinguished by their unwavering commitment to excellence, accountability, and sustainable design practices, they share their passion for crafting tailored and distinctive interiors for a diverse clientele. From residential homes to expansive cruise liners and bustling commercial enterprises, they highlight their ongoing project, the highly anticipated refurbishment at Bondi RSL, showcasing their dedication to transforming spaces with a harmonious blend of creativity and practicality.

Beyond conventional design processes, they reveal their unique strategy of curating immersive experiences through carefully selected elements, reflecting the distinctive essence of each individual or organisation. Join us as we uncover the remarkable synergy of innovation, functionality, and personalised craftsmanship that defines the legacy of McRae & Lynch.

Grab your Fee Style Foundations Guide – Elevating Your Design Project https://www.mcraeandlynch.com.au/style-foundations-guide-optin

I share my thoughts.  Enjoy.  Go to https://www.michellepascoe.com/frontlinetrainingprograms

Join me as I delve into Jen's remarkable journey and learn how her approach is transforming workplaces, one conversation at a time.

But that's just the beginning! Enter Colin Fassnidge, the Irish-Australian culinary genius, author, and TV sensation. You might know him from My Kitchen Rules, where he's been the charismatic judge since 2013. And guess what? He's just about to rock the grand finale of the latest season!

Now, picture this: Three buddies with a world of experience in events, entertainment, arts, and hospitality coming together with a vision. That vision? To bring electrifying, unforgettable social experiences to communities that have been yearning for a taste of the good life outside the city lights. Thus, Social Colin, the hospitality management and consultancy wonder, was born!

What's the secret sauce, you ask? It's all about creating social hubs that weave quality produce with a sprinkle of that legendary hospitality magic. It's about crafting authentic, warm, and downright honest experiences that'll make you feel right at home.

But here's the twist – Social Colin isn't your average hospitality player. They've got a superpower: listening. They delve deep into demographics and tap into the heartbeats of local communities to cook up the perfect recipe for success.

And speaking of success, there's "The Castlereagh by Fassnidge" at The Castlereagh, part of the City Tattersalls Group, brought to you by Social Colin, and it's setting the town on fire! It’s not just a place to eat; it's a culinary journey you won't want to miss.

So, if you're hungry for inspiration, eager to explore the world of hospitality, or simply craving some good vibes, tune in to "Social Colin: Where Hospitality Meets Heart." Get ready to discover the secrets of building a business that not only thrives but also paves the way for lasting greatness.

To learn more go to:  https://www.byfassnidge.com/events

https://thecastlereaghclub.com.au/

Cat provides insights into the meticulous research and unwavering patience that spanned two years, a prelude to the momentous day when they opened the distillery's doors. In just a few short months, their dedication bore fruit as they earned multiple prestigious awards for their Nine Circles Distillery Signature Gin and an exquisite Pink Gin.

Notably, their commitment extends beyond their craft; they actively support local small businesses, propelling their enterprise to national recognition. They've even made waves on the international stage, captivating the attention of cruise liners that dock in Eden as they proudly showcase their Gin to travellers from around the world.

What's remarkable is their approach to marketing—eschewing social media, they have chosen to attend numerous events and markets, tirelessly spreading the word about their Gin and the soon-to-come Whisky. Their story is a testament to dedication, connection, and unwavering commitment.

As their Cellar Door prepares to open later this year, Nine Circles Distillery is unquestionably a business worth keeping a close eye on. And, of course, tasting their exquisite Gin is an experience not to be missed.

Whether you're planning your own trip or simply seeking inspiration for your next adventure, this episode will shed light on the power of dedicated frontline team members who transform a simple trip into an extraordinary experience.

We must recognise the crucial role that leadership development plays in shaping exceptional frontline team members. Behind every outstanding service experience are leaders who invest in their teams, nurture their talents, and set the stage for success. 

Investing in leadership development, like the Middle Management Movement program, is not just a key to business growth; it's the secret sauce for ensuring customer happiness. Don't miss your chance to be part of this transformative journey.

"I'm thrilled to announce that doors are now open to book the last two remaining intakes for the Middle Management Movement program in 2023. Additionally, there will be just six slots available in the first quarter of 2024. This is a unique opportunity to invest in your organisation's future success and create a culture of excellence."

To learn more about Middle Management Movement go to https://www.michellepascoe.com/middlemanagementmovementprogram

In this episode, I sit down with Andy where she shares her wealth of experience that has shaped her journey as a leader. With her impressive tenure in leadership roles, we'll explore the insights she's gathered along the way.

We'll delve into the milestones and pivotal moments that have contributed to her outstanding record of achievement.

For my listeners aspiring to become influential leaders, Andy will provide valuable advice and actionable insights drawn from her extensive leadership journey.

Join us for this insightful conversation as we uncover the leadership insights and lessons learned by Andy during her impressive 25-year career. Whether you're a seasoned leader or just starting your leadership journey, there's something here for everyone. So, let's dive in and gain valuable wisdom from one of the best in the field.

https://www.michellepascoe.com/futureproofingwebinar.com

Throughout this episode, Sandy reflects on her path to leadership, highlighting the unique challenges and opportunities she encountered in the hospitality and gaming realms. Her experience offers a compelling narrative of resilience, mentorship, and a dedication to fostering diversity and inclusion. As we explore her remarkable journey, we also dive into the concept of minimalism and financial wisdom, discovering how these principles have played a pivotal role in her ability to maintain equilibrium between her professional and personal life.

Whether you're an aspiring leader, a gaming enthusiast, or simply seeking inspiration on balancing career and life, this episode will leave you with valuable takeaways and a renewed perspective on what it means to lead with grace and determination in two thriving industries.

Webinar:  20th September - 1.00pm - Future Proofing Hospitality:  Developing Leaders to Thrive in Tomorrow's Industry.  Register at https://www.michellepascoe.com/futureproofingwebinar.com

Providing veterans and their families veteran-centric support and well being programs.  For many it is not an easy journey transitioning out of service to civilian life.  From aged care villages, Wellness Centres, Employment Assistance, RPL in University courses and the Spur Equine program, Janet shares how RSL LifeCare helps so many.  

The word still needs to get out to veterans and their families that this service exists and how to connect.

To learn more about RSL LifeCare go to https://rsllifecare.org.au/

In this episode I share 5 tips on successfully implementing change in your organisation.  

BIG NEWS:  On the 20th September I am presenting two live webinars.

Future Proofing Hospitality: Developing Leaders to Thrive in Tomorrow's Industry

From Buddy to Boss:  Igniting Your Potential for Career Advancement 

To register go to:

https://www.michellepascoe.com/futureproofingwebinar

https://www.michellepascoe.com/buddytobosswebinar

In this episode, we're going to dig into this topic. We'll talk about why things don't always match up, and we'll explore whether leaders are doing a good job explaining their plans to the team or if there's a bit of confusion in the mix. Join me as we unravel the mystery of expectations and experiences in the world of organisations. 

In this episode I interview Mark Caplin from Alto-Shaam sharing his journey of more than 46 years as a chef in the UK and Australia before changing careers and becoming Regional Sales Manager for Australia, New Zealand and the Pacific Islands.

“Alto-Shaam is recognised as a true family business that delivers the very highest level of support and service to its customers. Its complete range of kitchen equipment solutions are designed to deliver the greatest flexibility and cooking performance, and I look forward to helping partners and customers across Australia, New Zealand and the Pacific’s understand how the benefits of these solutions can convert to profits.”

Toni’s commitment to the industry ensures she remains in touch with the latest consumer trends in food and beverage and as a result is a frequent speaker at industry forums.

She is the co-founder of RT Hospitality Solutions providing a comprehensive range of management and advisory services to the hospitality industry.

Toni is also “tour guide” extraordinaire.  I have had the privilege to travel to the USA several times with Toni as she heads up a wonderfully curated food and beverage tour for those in the hospitality industry co-ordinated with Jodie Tipping and her team from Total Travel Management.  Each year the tour takes in the National Restaurant Association trade show in Chicago and then one or two other cities exploring back of house as well as dining at some amazing establishments.  This year was no exception as we explored fine dining in Chicago and Nashville.

Toni shares her knowledge and wisdom in this podcast, her connections with community and the amazing work she does with other volunteers in New Zealand in providing food through Basket of Blessings.

If you know Toni you know this longer than usual podcast is worth listening to every single second.

Building a 7 figure business, moving to the country and gathering a global community of women in The Champagne Lounge, has us discussing the use of AI, business growth, development, true connection with strangers and building their best lives.

Loneliness is the third biggest killer in first world countries after Heart and Cancer.  Recent studies show that Gen Z were the loneliest generation with experts stating that we're in the middle of a loneliness epidemic.  It only takes one person to make a connection, how are you and your organisation connecting and building a community?

In this episode Mel shares her COMUNiTI Methodology, the impact of the hybrid workplace and how she has spent over 20 years guiding organisations and professional services firms to navigate a new world of work. 

This episode will have you thinking about how you and your team connect by utilising the space in the workplace and the dynamics of the environment. 

Her expertise in designing truly magnetic workplaces has seen 90% of employees reporting increased Job Satisfaction and direct financial increases to their bottom line. How’s the Job Satisfaction in your organisation?

The ethos of Applejack Hospitality is to lead the industry by delivering unique venues that bring people together, creating epic concepts and magic experiences.  Joanna is dedicated to creating impactful and innovative marketing strategies to develop a strong and consistent premium brand identity, increase brand awareness, drive customer loyalty, and build a strong community. 

Joanna is passionate about developing a positive and inclusive marketing culture to attract and retain great people who embrace the Applejack ethos of collaboration, community, creativity, and celebration.

The connection between the industry and AI is remarkable.  Hear about the journey from conception to execution and all the steps in between.

John is an accomplished Australian Chef, starting as a humble kitchen hand at the age of 12.

John shares how he prepared for this competition, his mindset, believing in himself, honing his skills and creativity.  The connections he has made and the fulfilment of a dream come true.  This is an amazing interview of courage and determination.  Listen closely as John makes an important announcement (we have the scoop!)

Her extensive B2B background in business marketing, client relationship and project management has seen her ride the waves with companies that were just beginning to those who grew so rapidly that their messaging couldn’t keep up.

Click on the link to take up Amanda's offer, especially for my listeners.

https://brandinjection.com.au/michellepascoe/

Too often the thought of recruiting Internationally is put in the too hard basket!  In this episode I chat with Abigail Jones, CEO & Founder of You Solved, who holds a Post Graduate Diploma in Australian Migration Law & Practice and is a certified Migration Agent based on the Central Coast (NSW).  Abigail has worked in the hospitality industry in the UK and Australia and knows first-hand the impact that the shortage of Chefs is having on our industry in the cities and regional areas.

International recruitment doesn’t have to be hard by knowing the facts.  Abigail has provided a FAQ for questions you may have to making the pathway easier.

In Australia the hospitality industry is growing at a staggering 14% every year. Yet according to government statisticians, we will experience a 69% drop in workers across the tourism and hospitality industries, equating to over 123 000 jobs.

Too often the thought of recruiting Internationally is put in the too hard basket!  In this episode I chat with Abigail Jones, CEO & Founder of You Solved, who holds a Post Graduate Diploma in Australian Migration Law & Practice and is a certified Migration Agent based on the Central Coast (NSW).  Abigail has worked in the hospitality industry in the UK and Australia and knows first-hand the impact that the shortage of Chefs is having on our industry in the cities and regional areas.

International recruitment doesn’t have to be hard by knowing the facts.  Abigail has provided a FAQ for questions you may have to making the pathway easier.  

https://www.yousolved.com/faqs

https://www.michellepascoe.com/food-tour-usa-2023

Hearing Danny Meyer (Union Hospitality) and Pinky (Slutty Vegan) share their thoughts on the industry now, where it will be in 2030 and the mental health of those in the industry was very enlightening.

After completing her hospitality management education in Switzerland, she moved to London where she worked in operations for a few years, which taught her the ins and outs of how a hotel functions. It was all about team collaboration to deliver a great guest experience.

Throughout her 15 year career in hospitality she has had the opportunity to meet with incredible women all around the world, which drove her to set up 'Inspiring Women in Hospitality' where she shares the incredible stories of women from this industry.

https://www.inspiringwomeninhospitality.com

In this episode Elia shares his journey starting a business in a foreign land, believing in himself and his life long dream to bring people together around the table through food.

Link for more info - https://cookingbond.com/

Discover more:  https://tbr.news/

Laura shares her 15 years experience in the financial services industry discussing the importance of financial literacy and the connetion between wealth and wellness.  

If you think PROFIT is a dirty word then think again.

The Veterans Benevolent Fund (the charitable arm of the RSL & Services Clubs Association) is launching the inaugural fundraising month ‘Snores for a Cause’, creating awareness for veteran wellbeing. Healthy sleep habits is an area that isn’t discussed enough in health and wellbeing circles but is gaining traction. The concept is to put a spotlight on veteran wellbeing, by asking participants in the month of March to log at least 8 hours a night of sleep.

Snores for a Cause is an opportunity to support Veteran wellbeing but also for self-improvement. It’s an initiative that’s accessible to all age groups and our hope is that participants see some positive changes in their lives.

Join up now. Solo or with family, friends or office mates. Become your teams "Captain Snooze".

www.snoresforacause.com.au

A regular on TV and national press, Anna regularly joins the team on Sunrise, Nova Radio, AusBiz and 2GB. Shared the stage with Mark Bouris and Andrew Morello as the property expert.  Anna is a published author, “Whistleblower” and runs programs for companies like Caltex, Optus, Flight Centre and Cricket NSW. 

Whether it’s working with McDonald’s choosing sites or working with Club’s and other organisations to diversify and utilise their properties, Anna is passionate about helping others and is an avid advocate for the property sector.

Sharing stories with your team, members and guests connects each one of.  The feeling of belonging.  Stories are a part of being who we are.  We all tell and share stories bringing us joy and a deeper understanding of who, what, where and why.

Fiona shares with us it's not just about the look, it's how we feel inside.  Wearing the right clothes gives us confidence.  This episode is full of actionable tips and resources.

His strong work ethic and values from his family has provided Jason the foundation over the past 10 years for his career. Starting out sharpening KENO pencils to today where he has a team of 60+ from all parts of the world coming together in one of Australia's most iconic landmarks, providing an amazing experience to all members and guests.

Jason shares his journey, passion for the industry and the connection with the community.

This allows Mounties an opportunity to do a deep dive and really focus on the social issues that are impacting the lives of their 200,000 members and communities across the ten clubs, and support those most in need.

In this episode Arely, shares her journey, the connections she has made and the impact of the programs and awareness.

Yvonne shares her love of hiking and connecting women globally through her online and in person hiking programs and adventures.

Not only is Women's Fitness Adventures changing women's lives through increased health and wellness, it is creating connections and community amongst women across the world.  

With this achievement still settling in her slipstream she set a fresh direction in 2020 and founded the Grant Writing Academy. Unique in Australia’s grant industry it’s ‘Grantopia’ – everything you need for a relaxed grant journey; from easing the drag of grant-finding to creating a high-quality application so your grant application lands accurately in the ‘yes’ pile.

Looking at the past two years challenges, the impact of staff shortages, the growth of suppliers and what lies ahead in 2023.

Why do you need to have work emails on your phone or take calls after you leave?  Start by analysing your daily routine especially at home and think do I need to make a change.  Am I happy taking work home, does it have a positive impact?  Does it lead to poor mental health?  How does it impact on my team and the culture of the organisation?

Additional show notes can be found at michellepascoe.com

With strong family values they kept their business family together during Covid even though many of their hospitality clients closed overnight.  They launched Bite Size Kids Appeal alongside Bite Size FUNraising helping over 100 organisations successfully raise funds for their initiatives whilst also raising funds for sick kids in Australia. 

Listen to learn more about this amazing award winning biscuit that creates a memorable experience when served at over 1,000 businesses.

No matter the size of your business Jen shares her tips and expertise on the branding journey.

Nicole shares her story in the industry, the strong connection with community and the preparation for this challenge.  This is what community spirit is all about.  Please donate to Soldier On - Ten Peaks Challenge throughout March. Donate Now - Soldier On Ten Peaks Challenge

Ken works with foodservice operators to assist them to be more popular & successful. He is a former cafe and restaurant owner in Sydney, and started the online management platform Profitable Hospitality, merging this with hospitality finance company SilverChef in 2016.

Our environment affects our state, and our state affects our behaviour, simple right!  

Claire is the Number 1 Woman Customer Service Global Guru, her business and life are blended in providing her clients the tools to serve their customers with an experience that exceeds their expectations, building growth and their bottom line.  Finding herself like many of us working from home she tapped into her long-time passion of Feng Shui and now works with clients around the world in creating an environment that they love to work in, making them feel good, while effectively using their space and materials while aligning the flow of energy with their own state and that’s the purpose of Feng Shui. 

Website. https://www.claireboscqscott.com/business-feng-shui/ 

https://www.itsabouttimebaby.com/

The Confident Women’s Community FB:  https://www.facebook.com/groups/567793640559038

Quiz:  How Do You Rank in Your Life:  https://www.itsabouttimebaby.com/rank-quiz

Merry Christmas to you all. Thank you for being loyal to this podcast Customer Retention Revolution.  I will be back on Wednesday 6th January with a new line up of guest speakers and topics for 2021. 

Mapping the Customer Experience Journey is critical in delivering on these demands and exceeding their expectations. 

Have you mapped the Customer Experience Journey of your prospective and existing customers?  Please enjoy this podcast where I share 5 tips to improve your Customer Experience Journey. 

Link:  https://www.michellepascoe.com/ 

Divine Creative is a complete content production and marketing agency.  Hear from the CEO Melissa J Scott a powerhouse in marketing brands globally.   

Link to Divine Creative 

https://divinecreative.com.au/ 

Link to Live Webinar  

https://www.michellepascoe.com/pl/213869 

Link to Second Momentum website 

https://www.michellepascoe.com/secondmomentum 

 Don’t use COVID as an excuse to be Scrooge. 

“There’s more to say after R U OK?”

Link to Download guide:  https://www.ruok.org.au/join-r-u-ok-day

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/

In this episode I share a story of a good friend and the questionable customer service. 

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? 

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.transformandthrive.com.au/register 

Link to DIY Mystery Shopping Audits 

https://mysteryshoppingaudits.com/ 

https://www.michellepascoe.com/secondmomentum 

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 Agent Achievers

www.travelagentachievers.com

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 grow your customer base.  You are in control of the success of your business. 

So how do you respond to the customer’s emotional state?

Website link:  https://www.michellepascoe.com/frontline&leadershipprograms

http://mlsolutions.com.au/

https://podcasts.apple.com/au/podcast/the-engagement-gurus/id1510269949

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/

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.

https://www.health.gov.au/resources/collections/coronavirus-covid-19-campaign-resources

https://www.health.gov.au/resources/collections/novel-coronavirus-2019-ncov-resources 

https://www.safeworkaustralia.gov.au/doc/signage-and-posters-covid-19

https://www.pmc.gov.au/nccc/resources/planning-tool-help-businesses-reopen-and-be-covidsafe

 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. 

Find out in this episode how going undercover can result in your business success.

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 the turn key tool and the wisdom of my business success and the success of my clients that will ensure your success and long term business growth.

www.juliehyneimagestylist.com.au

You are a strong leader and you are not alone. 

https://www.michellepascoe.com/

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, human resources & team management, contract negotiations, teaching, customer service, event planning, business coaching and product development, Tina brings a wealth of knowledge to share with you in my podcast today. Tina’s businesses have been operating at over 7 figures a year for a decade and so she knows her stuff to help businesses scale.

Tina shares with us her wisdom, tips and how to enjoy the business journey and our lives.  We only have “One Life”.

Don’t forget to download your Marketing Planner for 2020.  It’s all there you only have to fill in the spaces.

https://www.tinatower.com/

https://www.tinatower.com/2020

Fun Link to make you laugh:  Check out the Instagram page for Doggy Day Care Farm Trips.

https://www.instagram.com/doggydaycarefarmtrips/

Newheightsmedia.com.au

For a copy of Joyce’s ebook Bulletproof your Shoot go to; www.bulletproofyourshoot.com.

https://serenadotryan.com/

https://www.jbhifi.com.au/products/cygnett-gostick-bluetooth-selfie-stick-tripod

https://www.marismith.com/

https://annhandley.com/

https://marcussheridan.com/

Social Media Marketing World 2021 28th Feb until 2nd March 2021 https://www.socialmediaexaminer.com/smmworld/register/

https://podcasts.apple.com/au/podcast/adding-up/id1465096300

Serena Dorothy 'Dot' Ryan is an award winning Entrepreneur, Podcaster and Digital Marketing Strategist with more than 20 years experience in Customer Service and Marketing roles including working for Visa and Kosciuszko Thredbo and with Google.

Serena works with business owners and their marketing teams to make the most of their marketing budget to achieve their business goals.

Serena hates seeing people waste money. After spending most of her adult life in debt (and being comfortable with it), it wasn’t until Serena started working with Accountants and Cloud Accounting Service Providers that she also saw how important it was for her to apply her business learning to her personal life and become debt free.

October 2018 she decided to re-write her future, get financial education and become debt free.

Serena hosts the weekly podcast Adding Up documenting her journey to gain Financial Education and attain financial freedom.

https://restorebalance.com.au/

www.creowealth.com.au

www.moneysmart.gov.au

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 to the 28 days, you also get access to some of their awesome training programs! A Kajabi team member (which let me say, are the best of the best in the course creation world) literally walks you through step by step in setting up your online business.

Tech headaches can now be a thing of the past!

Brand Audit download: https://www.michellepascoe.com/pl/146382

For tickets to the event https://www.eventbrite.com.au/e/93259406395

Details about Shitbox Rally 

https://www.shitboxrally.com.au

https://www.facebook.com/angusandthebeefcakesshitboxrally/ 

https://www.instagram.com/angus_thebeefcakes/

Michelle Cox. Death doesn’t have to be morbid https://www.amazon.com/Death-doesnt-have-morbid-learning/dp/0648728110

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 Australian Small Business Champion Awards; and named as one of the 25 LinkedIn Top Voices for Australia for 2018 for her thought leadership.

She has authored multiple books: her book The Productive Leader received an endorsement from the renowned global personal development guru Brian Tracy.

Blending 20+ years of working with a diverse range of people and industries, while living in Germany, the UAE, as well as outback Australia, Sally has extensive qualifications, a wicked sense of humour and an ability to make people feel at ease. Sally’s your first choice for mastering skills, facilitating action and achieving results.

Johan Marais-Piper from Favour the Brave joins us to talk about branding you business.

https://www.favourthebrave.co/remarkable

To join the course go to https://bit.ly/2YBkbeE 

2) Modelling the actions and behaviours of a business owner and leader ad the impact it has on your business growth.

3) 3 tips on how to create advocacy with your customers

Being “invisible” is a dreadful feeling for anyone, particularly a customer who wants to buy something from you and instead are ignored by a service provider on the phone or out the back "rearranging".

In this podcast I review the top 5 ways to acknowledge and make a lasting memorable impression.

This podcast provides 8 quick tips on how to beat the weather blues.

In this podcast I share tips and strategies on signage and phone messages connecting you to your customers of today and tomorrow.

If you are like the majority and you haven't then take a listen to this podcast.

Mental Health awareness in the workplace needs to be spoken about and expanded on in every organisation, it's not just about donating or getting involved for 1 day a year it's about every day and every employee in your organisation.  Making a difference to someone makes a big impact on everyone.

So how do you create a recognition programme that not only acknowledges performance but also knowledge?  In this episode I discuss ideas and tips on how to create a programme that will be beneficial to the team and business that includes everyone.

For more information on hiring Introverts take a listen to my previous Podcast Episode 30 where I spoke to international authority Jennifer Kahnweiler, PhD, CSP, from Atlanta, Georgia who has written many books on Introverts in the workplace.

This is part 1 of the 12 Challenges of Building a VIP Team.  Who are the Skunks and Puppy Dogs in your organisation? It's all about "building a team, not a group of individuals".

As I reflect on 2018, I discuss how to realign yourself so that your values are congruent with oneself and business and how to reboot your inner critic for 2019.

Ready, set, go!

Jason examines the overuse of the word “diversification” within the industry and how clubs need to ‘diversify’ in order to replace lost revenue.

When taking on the role of CEO at Pittwater RSL it was mid project of a large renovation. He discusses the challenges of not knowing the plans and brief of the project plus the challenge of being over budget. 3 Years on heading up a beautifully renovated club Jason discusses his role and the team who have made this a successful renovation and vowing to never use the word diversification again!

Today we talk about a wide range of topics: business, career decisions, service, planning and audits.

As we talk business we establish the benefits of mentors, how they help to see value in yourself and your business, we also acknowledge his nerves with his new venture even though Paul is a well-established, experienced and successful chef.

How being a chef is a great career and not to be scared off by those who say shift work is hard as it is a rewarding and satisfying career.

Paul and I go on to talk about how simple food done well creates the ‘wow factor’, Tips on how staff can handle diners at this busy time of year and how he has become a mentor within his new business.

Listen now to this fantastic Podcast where we learn so much with the amazing Paul Rifkin.

Now is a great opportunity to asses and look at what we do, why we do it and what are the changes we are going to make for the coming year. Possibly a change in roles, broadening our own professional development or maybe even considering travelling into a completely different direction.

Enjoy the podcast and then take this time to reflect and think how you can prepare yourself for 2019.

On this week’s Podcast I discuss a few tools and apps I use that helps with work flow,  connecting with my employees, maintaining productivity, integrations within my website along a very exciting announcement for our OOPS clients that sees OOPS launched on The App Store and Play Store later this week.

As if recruiting isn’t stressful enough; 

How many times have you hired out of desperation only to feel regret, disappointed and frustrated!

In this weeks podcast I talk about 4 top tips that will help you find the best possible candidate. Think Right person, Right Role! Join me as I discuss what are the dangers when hiring too quickly, especially when you hire from the heart and not your head.  Why it is better to hire slow and if necessary fire fast and also what it takes to retain good employees.