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

October 27, 2026 • 16 mins
When AI gets a hospitality booking or guest promise wrong, the venue still owns it, and the fix falls to the person standing in front of the guest. Michelle Pascoe, Certified Speaking Professional and hospitality training expert, explains why venues must train staff to know when to trust a system, when to override it, and how to recover gracefully. If your booking system promised a guest something your floor couldn’t deliver...
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AI in hospitality improves efficiency, but internal customer experience, how supported and informed your team feels, is what drives guest experience and revenue. Certified Speaking Professional Michelle Pascoe and guest experience coach Danica Smith explain why leaders must protect the human basics before chasing new technology.What happens when a hotel CEO is focused on ChatGPT rankings while breakfast scores sit at 2 out of 5?Sub...
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AI in hospitality should stop where the guest journey stops being predictable. Customer experience strategist James McIntyre tells Certified Speaking Professional Michelle Pascoe that AI belongs in the functional layer: wait times, routine requests and standard upsells. Service recovery, moments that matter like birthdays and anniversaries, and anything ambiguous must stay with a human. What happens to guest trust when your chatbo...
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Customer experience beats customer expectation when a hospitality team understands the why behind great service, says Tracey Boeck, Executive Manager of Hospitality and Customer Experience at Maroochy RSL. Michelle Pascoe, Certified Speaking Professional, explores the exact systems, from hand-picked middle management to in-house market research, that get a 130-strong multigenerational team genuinely invested in the guest experience...
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Baby boomers aren't universally heading for retirement in Australia's hospitality and club industry, and overlooking their experience is a leadership mistake, not a succession plan, says Michelle Pascoe, a Certified Speaking Professional with over 30 years' hospitality experience. Many senior team members stay for financial, social, and purpose-driven reasons, not ambition. So if your senior team members aren't clocking out for re...
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Female leadership in hospitality grows when women stop waiting to tick every box before applying for senior roles. Michelle Pascoe, Certified Speaking Professional with over 30 years in the club industry, talks with Phillipa Fuller, Secretary Manager of Club Quirindi, about confidence, mentorship, and leading as a single mother in a regional club. What if the only thing standing between you and that senior leadership role is belie...
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AI tools like Claude, ChatGPT and Gemini are changing how members and guests find, research and book hospitality venues, often skipping a club's homepage entirely. Michelle Pascoe, Certified Speaking Professional and 30-year hospitality training expert, explains why clubs need AI-ready websites, faster enquiry responses and new weekly metrics to stay visible in this shift. So how exactly is AI rerouting the path your members and g...
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September 8, 2026 • 45 mins
Hospitality leaders often stay behind the scenes long after they're ready to step up. Patty Aubery, co-author of the billion-dollar Chicken Soup for the Soul brand, joins Certified Speaking Professional Michelle Pascoe to reveal what it actually takes to move from doing the work to owning your voice and your title. What's stopping you from stepping out from behind the scenes and into the role you've already earned? In this conver...
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Hospitality leadership means protecting your energy, not working harder. On The Michelle Pascoe Hospitality Podcast, Certified Speaking Professional Michelle Pascoe talks with Kith & Kin Hospitality founder Cassie Davison about why sustainable leadership starts with clear purpose, defined values and genuine self-care, not longer hours. So if working harder isn't the answer, what actually is? In this episode, Michelle sit...
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Community work fails in hospitality venues when it relies on good intentions instead of deliberate leadership habits. Michelle Pascoe, a Certified Speaking Professional with over 30 years in hospitality, argues that community connection, generational culture, and crisis readiness only take hold through repeated, trained leadership discipline, not marketing or one-off compliance sessions. So what does it actually take to make commu...
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**This episode discusses domestic and family abuse, including references to physical and psychological violence. Please take care while listening. If you or someone you know needs support, contact 1800RESPECT on 1800 737 732, available 24/7. Escabags gives hospitality venues a free, practical way to support domestic abuse survivors. Founder Stacy Jane tells Certified Speaking Professional Michelle Pascoe, how her own survival stor...
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Clubs remain one of the few places where four to five generations meet face to face. Michelle Pascoe, Certified Speaking Professional and hospitality training expert, and Clubs New Zealand CEO Lucy Waterreus discuss how clubs are helping rebuild social fabric and address a growing loneliness crisis across every generation, not just Gen Z. So if Gen Z is the most digitally connected generation in history, why are they also the lone...
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Gotcha4Life's Mentally Fit Primary School program is a whole-of-school, whole-of-community mental health initiative now running in 68 New South Wales schools, largely funded through registered club grants. Michelle Pascoe, Certified Speaking Professional and 30-year hospitality industry expert, speaks with Gotcha4Life's Don Tilley about how clubs are building community trust and staff pride through genuine charity partnerships. So...
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Building a hospitality leadership pipeline means identifying your next leaders before you need them. Michelle Pascoe, Certified Speaking Professional and hospitality training expert with over 30 years' experience, outlines a four-step approach: identify internal talent now, have honest succession conversations with your board, protect your leadership development budget, and broaden your talent pool beyond traditional club experienc...
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Becoming a club CEO takes practical experience built from the ground up, not a straight line through university. Michelle Pascoe, Certified Speaking Professional, talks with Young Services Club CEO Lewis Butterworth about the journey from bar work in Manchester to running a growing regional club, and what it actually takes to get there. So what actually separates someone who spends a career behind the bar from someone who ends up ...
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Boards keep hiring hospitality leaders for operational experience instead of leadership capability, according to recruitment specialists Ian Stazicker & Grant Taylor of White Now, speaking with Michelle Pascoe, Certified Speaking Professional and hospitality training expert. The right club CEO needs strategic thinking, critical thinking and genuine leadership, not familiarity with gaming machines or years behind the bar. So wh...
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Managing Gen Z hospitality staff means offering skills and purpose instead of a career ladder, says business futurist Kim Seeling Smith on The Michelle Pascoe Hospitality Podcast. With 72% of Gen Z running a side hustle, old-school carrot and stick management only produces short-term compliance. Michelle Pascoe, a Certified Speaking Professional with over 30 years in hospitality, says leaders who replace it with purpose, community,...
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Real hospitality leadership reduces staff turnover, lifts team productivity, and builds guest loyalty — and according to Eoin Clancy, Principal Associate at Galileo Hospitality Consultants and a 40-year veteran of Hilton, Marriott, and the Cheesecake Factory, the clearest measure of a great leader is simple: would your team drop everything to work with you again? Would you pass that test? Michelle Pascoe is a Certified Spea...
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Poor customer service keeps winning in registered clubs because the cost of inaction is invisible. Hospitality training expert Michelle Pascoe, a Certified Speaking Professional with over 30 years in the industry, explains that until club leaders build a single service liability number, training investment stays optional, budgets stay cut, and service standards keep drifting.What would change at your club if the board could final...
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Is customer experience dead? No -- but the way hospitality leaders have been managing it is. Rick Denton, host of CX Passport and a 30-year corporate customer experience veteran, joins Michelle Pascoe to explain why CX as a discipline isn't dying, but the branding around it is -- and what hospitality leaders must do differently to stay ahead. Are your venues investing in the right things, or are you cutting the very people who mak...
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