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EPISODE 260 - Creating Jerk Free, Service-First Cultures

In this funny and insightful episode, I sit down with Michael Kerr, Canadian Hall of Fame Speaker and workplace culture expert, to explore the power of humour in the workplace. Michael shares why laughter is a game-changer in high-pressure environments like hospitality, how leaders can create service-first cultures, and the small moments that lead to extraordinary results. Drawing from his books The Jerk-Free Workplace and The Humor Advantage, he provides practical strategies for eliminating negativity, fostering a positive team dynamic, and using humour to enhance customer experiences.

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! 🎧✨

Learn More about Michael Kerr and to order his books and to have a laugh. 

https://mikekerr.com/

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EPISODE 259 - HEALTHIER HOSPITALITY:  WHY MENTAL HEALTH MATTERS IN THE INDUSTRY.
FIRST EPISODE FOR 2025 AND IT'S VERY SPECIAL

📢 In this powerful episode, I sit down with Daniel Chin, hospitality veteran and General Manager of Raising the Bar Foundation, to discuss his incredible journey from a racetrack bartender in Wollongong to spearheading a mental health movement in the hospitality industry.

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!

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EPISODE 258 - SUMMER SERIES
Engage for Success Radio

Our ‘Summer Series’ concludes with a chat on bridging the gap between generations in the workplace. Andy Goram and I share strategies to get the best out of both Gen Zs and Baby Boomers—two generations with unique strengths and perspectives.

With four generations in the workplace and six generations of customers, communication and collaboration are more critical than ever. This episode offers actionable insights to help you connect your team, elevate productivity, and create exceptional guest experiences.

Thank you so much for joining us over the past few weeks, and we look forward to resuming our BRAND NEW episodes on Wednesday 5th February, 2025.

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EPISODE 257 - SUMMER SERIES
CX Passport

The next episode in our ‘Summer Series’ is my chat with Rick Denton on the 200th episode of CX Passport.  This episode is all about "scene setting".

A fantastic interview where we discuss all things customer service and the secret to hospitality business 1 year, 3 year, 5 year success.

Rick is a CX strategist and his motto is "I believe the best meals are served outside and require a passport".  I couldn't agree more.  Between us we have a wealth of experience, insights and a lot of stories.  Enjoy this episode.

To learn more about Rick go to https://www.cxpassportlive.com/

or join other CX Passport travellers to receive his weekly newsletter https://mailchi.mp/ex4cx/signup

 

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EPISODE 256 - SUMMER SERIES
Shine on CX Show

Our ‘Summer Series’ continues with an episode that dives deep into one of the most pressing topics for today’s workforce: unlocking potential across generations. If you’re looking to create a workplace culture that engages and supports every member of your team—from Baby Boomers to Gen Z—this one’s for you!

In this episode, Claire Boscq and I discuss how businesses can better support employees of all ages, how to create a workplace environment where every generation feels engaged, and actionable tips to boost employee satisfaction and retention by bridging generational gaps.

As leaders, understanding the diversity within our teams is essential. This episode is packed with insights and strategies to help you cultivate a workplace culture that’s inclusive, dynamic, and ready to excel in 2025.

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EPISODE 255 - SUMMER SERIES
PodVan Podcast

 

In the second episode of our ‘Summer Series’, I dive into the behind-the-scenes world of hospitality, leadership, and public speaking with former radio-personality Rabs. If you’re looking to elevate your business, your team, or your confidence on stage, this episode is packed with insights you won’t want to miss.

I break down what mystery shopping really involves and how it uncovers opportunities for businesses to improve their services, how I help businesses turn team members into confident managers by focusing on communication, values, and culture, and offer practical advice on how to engage listeners from the stage and manage those inevitable nerves.

 

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About the Podcast...

Get ready to dive into the heart of the hospitality industry with our dynamic podcast! Whether you're passionate about delivering unforgettable guest experiences, empowering your team, or eager to learn from the brightest minds across various fields, this podcast is your go-to source for inspiration and actionable insights.

Each episode is packed with compelling stories, expert interviews, and practical tips from industry leaders and trailblazers. We celebrate the incredible people who make hospitality what it is and explore the latest trends shaping the future of the industry. Whether you're on the frontline, in leadership, or simply curious about the world of hospitality, you'll find something valuable here.

Tune in, get inspired, and join us on a journey to elevate your career and your team's potential!

Never Miss An Episode

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