The Michelle Pascoe Hospitality Podcast

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

Community Leadership in Hospitality: How Connection Drives Culture

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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How Clubs Build Culture Through Community Work

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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Little Wings Mission: Leading With Heart & Impact

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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Community Connections That Change Lives

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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How to Step Back Without Losing Control

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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Scaling Pubs & Growing People

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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Women in Gaming: How Gen Z Is Shaping Hospitality’s Future

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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Leadership Mistakes That Create Risk — and How to Fix Them

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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The Honest Feedback Every Hospitality Venue Needs

October 28, 2025 • 20 mins
In this episode, Michelle Pascoe — hospitality trainer and mystery shopping expert — reveals why mystery shopping is the most honest, confronting, and powerful feedback your business will ever receive. Learn how to see your business through your customer’s eyes, balance AI data with human emotion, and turn every piece of feedback into action that boosts loyalty, consistency, and connection. Michelle shares real stories from Tracy...
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Nathan Toleman: Purpose, Profit & Hospitality Leadership

October 21, 2025 • 37 mins
What happens when one of Australia’s most successful café creators trades profit for purpose? In this inspiring episode, Michelle sits down with Nathan Toleman, founder of Melbourne’s Mulberry Group—the visionary behind Top Paddock, Higher Ground, and The Kettle Black. Nathan shares how he transformed his hospitality empire into a purpose-driven movement through the Common Ground Project, a social enterprise connecting food, comm...
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Redefining Luxury Through Emotional Connection

October 14, 2025 • 57 mins
In this episode, Michelle speaks with Janice Laraine, founder of MADM Co, a hospitality-focused brand studio redefining luxury through emotional intelligence. Together, they explore how Hospitality EQ — Janice’s framework for emotionally intelligent design — is changing the way boutique hotels, short-term rentals, and service brands create trust and connection. If you lead teams in hospitality or service industries, this conversat...
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Rural Revival: The Nyngan Hotel Comeback Story

October 7, 2025 • 46 mins
In this inspiring episode, Michelle sits down with Emily Stanton, winner of the 2024 NSW Outstanding Young Business Leader Award and co-owner of the newly revived Nyngan Hotel in central-west New South Wales. Emily shares the extraordinary story of restoring a pub closed for 40 years — balancing business growth, family life, and community spirit. From tackling staffing shortages and budget blowouts to mastering authentic leadershi...
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Personalisation with AI: The Future of Hospitality

September 30, 2025 • 55 mins
In this episode, Michelle sits down with Tracy Sheen — award-winning author of AI & U, digital guide, and professional speaker — to unpack exactly how AI is transforming the way local businesses operate. With more than 30 years’ experience helping small businesses adopt digital tools, Tracy shares how AI can: Automate repetitive admin tasks like rostering & stock control Personalise loyalty programs and enhance customer exp...
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Why Wouldn't You Work in Hospitality!

September 23, 2025 • 43 mins
In this episode, Michelle sits down with Sharyn Buhagiar, Chief People Officer at Revesby Workers’ Club, to uncover the real story behind people and culture in the hospitality industry. With over 25 years’ experience, Sharyn shares her career journey from McDonald’s to the executive suite, offering insights into recruitment, workplace culture, and the future of hospitality careers. She also opens up about her work with Biyani Hous...
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The Ripple Effect: How Visible Leaders Build Culture

September 16, 2025 • 42 mins
In this episode, Michelle is joined by Lisa Even — keynote speaker, bestselling author, and creator of Have Good Ripple Effect. Together they explore how visible leaders spark stronger cultures, build trust fast, and shape communities that thrive under pressure. From healthcare to hospitality to ESPN and Disney, Lisa shares how leaders bring “the weather” into the room and why presence is the most powerful gift you can give your ...
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Hotel Leadership Lessons: From COVID to Community Impact

September 9, 2025 • 54 mins
In this episode, host Michelle Pascoe sits down with Michael Johnson, inaugural CEO of Accommodation Australia, who guided the hotel sector through COVID-19, coordinated quarantine hotels with just 48 hours’ notice, and spearheaded the long-awaited merger of Australia’s two peak accommodation bodies. Now retired from executive leadership, Michael is channelling his passion into ReLove, a Sydney charity furnishing homes for people ...
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Mental Health at Work: How Empathy Builds Stronger Teams

September 2, 2025 • 59 mins
What does leading with empathy really look like in the club and hospitality industry?  In this inspiring episode, Michelle speaks with Steve Edgar, General Manager of Coolangatta Surf Life Saving Supporters Club. With more than 20 years’ leadership experience, Steve has transformed workplace culture, guided his club through crises like the 2018 Commonwealth Games and COVID-19 border closures, and spearheaded the Essentially Coolie...
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The Introverted Leader: 4 P’s for Success

August 26, 2025 • 48 mins
In this episode, Michelle Pascoe sits down with Jennifer Kahnweiler, bestselling author of The Introverted Leader and host of the Introvert Ally podcast. Jennifer is one of the world’s leading experts on introverts at work, and she shares practical insights from the third edition of her bestselling book. Jennifer explains why introverts aren’t “quiet extroverts” — they draw energy differently. She introduces her proven 4 P’s frame...
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What Is Your Inner Voice REALLY Costing You?

August 19, 2025 • 57 mins
Are you negotiating with your team… but not yourself? In this powerful conversation, Michelle Pascoe sits down with Glin Bayley, one of the world’s leading negotiation consultants, to unpack the true meaning of “full-spectrum negotiation”. From inner dialogue to high-stakes deals, Glin reveals the missing link that’s holding back even the most experienced leaders. This episode is a must-listen for hospitality leaders, frontline...
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Robotics in Hospitality: Job Killer or Team Saver?

August 12, 2025 • 54 mins
In this episode, Michelle sits down with robotics and AI leader Ramona Combrink, co-founder and CDTIO of Auto-M8 and Staff-M8, to bust the “robots steal jobs” myth and show how people-first automation stabilises teams and lifts service. Ramona explains why the next five years will strain labour pipelines, and how smart tech—think one-click rostering, rapid onboarding, and her Voice-M8 phone assistant—removes friction for both staff...
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