The Michelle Pascoe Hospitality Podcast
Welcome to The Michelle Pascoe Hospitality Podcast, where we explore the heart of the hospitality industry through conversations with leaders, experts, and innovators. Each episode brings you insights, practical advice, and inspiring stories that help you elevate guest experiences, enhance team performance, and stay ahead of industry trends. Whether you're an owner, manager, or passionate professional, this podcast will ignite your passion for hospitality. Tune in, learn, and grow with us!
Episodes
April 21, 2026 • 36 mins
Community engagement in registered clubs works when clubs go beyond writing cheques and build genuine relationships with the organisations they fund. In this episode, Michelle Pascoe, Certified Speaking Professional with 30+ years in the hospitality industry, sits down with Club Rivers community engagement leader Jenny Holt to explain why showing up in person — and connecting your community stakeholders with each other — is what tr...
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April 14, 2026 • 31 mins
In this episode, I’m joined by Debbie Dickson from The Ary Toukley for a thoughtful and deeply grounded discussion about what community leadership really looks like in clubs and hospitality. We talk about responsibility, visible leadership, staff education and why venues can play such an important role in helping people feel safe, seen and supported.
Debbie shares how her club responded to the reality of domestic and family violen...
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April 7, 2026 • 30 mins
When service pressure builds, leadership matters more than ever. In this episode, Michelle Pascoe speaks with Damien Schofield about resilience, calm leadership, communication and team connection in high-pressure environments. Drawing on his experience across security, military support and the Younger Heroes program, Damien explains why teams look to leaders for tone, stability and trust when things get tough.
For hospitality and ...
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March 31, 2026 • 30 mins
Community is often spoken about as a brand value, but in this conversation, Michelle Pascoe and Christopher Hill unpack why it is also a practical strategy for creating better experiences, stronger leadership and deeper loyalty.
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. ...
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March 24, 2026 • 26 mins
What will customer service look like in 2026?
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...
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March 17, 2026 • 35 mins
When we talk about customer service in hospitality, the focus is usually on the guest.
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 excelle...
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March 10, 2026 • 47 mins
How do you create unforgettable 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 engag...
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March 3, 2026 • 54 mins
How do you modernise hospitality without losing its heart?
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 for...
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February 24, 2026 • 8 mins
Is Gen X the most overlooked leadership generation?
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, th...
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February 17, 2026 • 46 mins
Hospitality careers don’t follow straight lines — and that’s exactly where the opportunity lies.
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”...
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February 10, 2026 • 45 mins
How do leaders make a powerful first impression — before they even speak?
In this episode, Michelle sits down with leadership communication trainer and pitch advisor Michael Kelly to unpack the subtle (but critical) skills that separate confident leaders from those who struggle to be heard.
From body language and vocal tone to pausing, certainty, and executive presence, this conversation is packed with practical tools hospitality...
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February 3, 2026 • 53 mins
Content warning: This episode discusses sensitive topics including sexual harassment and workplace safety.
In this episode of The Michelle Pascoe Hospitality Podcast, we explore the leadership behaviours that create safer, more respectful hospitality venues — and why hope is not a strategy when it comes to workplace culture.
Michelle is joined by Karen Maher, founder of Smart Culture and a leading WHS and cultural consultant, who...
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December 23, 2025 • 17 mins
In this special end-of-year episode, Michelle wraps up the December theme of community and shares the most important leadership lessons from over 300 episodes and eight years behind the mic.
From heartfelt stories with guests Clare Pearson (Little Wings), Paul Allan (Club Taree) and Natalie Hawkins (Cronulla RSL), to Michelle's own reflections on leadership, resilience, and culture, this episode is a reminder that AI may be advanc...
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December 16, 2025 • 67 mins
What does real community leadership look like in 2025 and beyond?
In this powerful episode, Michelle sits down with Paul Allan, CEO of Club Taree, to unpack how a regional club created one of Australia’s most impactful community-driven cultures.
From raising over $1.6 million, to mobilising Gen Z teams, to conquering the Southern Alps and the Shitbox Rally, Paul reveals the systems, values and mindset that have shaped a decade of...
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December 9, 2025 • 35 mins
What happens when community, leadership, and purpose collide? In this powerful conversation, Michelle sits down with Clare Pearson, CEO of Little Wings Australia, a not-for-profit providing free, life-saving air transport for seriously ill children across regional NSW and QLD. Together, they unpack the realities of country healthcare, the hidden impact on families, and the extraordinary volunteers who keep Little Wings in the air.
...
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December 1, 2025 • 36 mins
In this episode, host Michelle Pascoe explores why community matters more than ever with Natalie Hawkins, Community Projects Manager at Cronulla RSL. Together, they unpack how connection, belonging, and local support networks have become essential in a post-COVID world — especially as loneliness rises across all generations.
Natalie shares how Cronulla RSL has transformed from a traditional veterans club into a vibrant hub for mic...
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November 25, 2025 • 15 mins
Are you struggling to step back without losing control?
In this episode, Michelle breaks down the three pillars of scalable leadership, drawing on November’s conversations with industry leaders Sophie Paviour, Mark Condi and Chris Miller.
You’ll learn why clarity, capability and systems are the real engines behind consistent performance, sustainable growth and confident leadership.
Michelle shares practical ways to delegate wi...
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November 18, 2025 • 42 mins
This week marks a very special moment — 300 episodes of The Michelle Pascoe Hospitality Podcast. We are truly grateful to every single person who has tuned in, shared an episode, subscribed, or joined us as a guest. Your support has kept this show growing, evolving and reaching leaders across the hospitality industry. Thank you from the bottom of our hearts.
In this milestone conversation, Michelle sits down with Mark Condi, CEO ...
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November 11, 2025 • 39 mins
In this inspiring episode of The Michelle Pascoe Hospitality Podcast, Michelle Pascoe sits down with Sophie Paviour, Associate Product Manager at Aristocrat Gaming, to explore how a new generation of women is redefining leadership in the gaming and hospitality industry.
From starting as a gaming attendant at 18 to joining Aristocrat’s APAC Future Leader Program, Sophie shares how early lessons, mentorship, and her “stage lights” m...
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November 4, 2025 • 62 mins
In this episode, host Michelle Pascoe sits down with global crisis and risk management expert Christine Miller. Together, they unpack how CEOs and executives can close the "leadership gap" by transforming uncertainty into strategic opportunity.
Drawing on decades of global work with the World Bank, Asian Development Bank, and emergency services, Christine reveals how empowering your mid-level leaders to assess and manage risk prot...
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