The Michelle Pascoe Hospitality Podcast

This podcast is for those in the Hospitality industry to create an unforgettable guest experience that will ignite the potential in your team and turn your guests into advocates. It is designed to share and celebrate all the amazing people and things about hospitality. Interviews with leaders and those on the frontline discussing their personal experiences, insights, industry trends, and advice for those seeking a career in hospitality.

I help hospitality businesses create unforgettable guest experiences that will ignite the potential in their teams and turn their guests into advocates.  In this monthly newsletter I share tips, strategies and insights from research, conversations and industry experts. My weekly podcast "The Michelle Pascoe Hospitality Podcast" shares insights and stories from a variety of people within the industry. I love hearing from those I interview their journey and love for this industry and how they want to help others build an amazing career.


Connecting Communities through Conversation Newsletter & The Michelle Pascoe Hospitality Podcast

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Episode 140:  Be the Change - DV in the Workplace

Arely Carrion brings her two passions together; Registered Club Industry and Domestic Violence in her new role with Insight Exchange.  The industry connects with millions of members, guests and 62,000 employees in NSW and can become the change makers in helping those who need support.

For resources, programs and how to connect with Arely and Insight Exchange, go to:


Episode 139:  Hospitality Recruitment on an Island

Claire Boscq-Scott the CEO of Jersey Hospitality Association shares with us her journey and her new role in rebuilding the industry on the island of Jersey post Pandemic and Brexit.  She shares tips on recruitment local and globally.

If you've ever thought of expanding your wings and working on an Island then go to

Episode 138:  Why is email so much better than Social Media?

The great outage of October, 2021 reverberated around the globe as business revenue plunged because of the reliance on a third party connecting with their customers. Who has the power over your revenue? 

Episode 137: The Future of Event Sales Training - More than the cake & flowers

The amazing Bree Wailes founder of We Surge Events & Wedding Training and a whole lot more shares her insights of the industry over the past 20 years and the new direction.  This is a must listen to those in the events and wedding industry who want to increase their sales revenue, have an engaged team and care about the customer journey.

Go to Bree's website to grab the freebies she mentioned.


Episode 136:  Think Strategically and Believe - The Growers Shoalhaven

It's easy to make plans the difference is when you believe in them and see them all come true.  The Growers Shoalhaven is the new place to be seen, to enjoy amazing local produce in beautiful surroundings.  Andrew Gunn talks about his career and his role as COO in bringing this food concept alive on the south coast.

Episode 135: Start where you are.  Find out what you have.  Map your VIP Journey. (Bringing your data alive)

Why should you measure what you do?  More than ever, you a dealing with a diverse public and workforce.  Creating unforgettable guest experiences is the benchmark today, getting that service out of your team on a regular basis is the goal.  Mystery Shopping is an excellent research tool.  Not every mystery shopper or survey is created equal, I should know I’ve been doing it for nearly 30 years.



Episode 134:  Don't disconnect just because your doors are now OPEN

Before you go back to "business as usual", how inclusive will your offering be now to those customers who supported you when your doors were closed?

Episode 133:  What is Hospitality Culture after a Pandemic?

Ken Burgin shares with us in this podcast his love of research and being curious in how to take the industry to the next level in service, automation, systems, recruitment, marketing, diversification and why “culture” is key to the success of a business, whether it’s a small café of 2 or a large hotel chain.

 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.

Ken has a weekly newsletter "The Hospo Reset".

His list of interesting TikTok creators to watch!

Episode 132:  Leader with a Heart - team unity, empowerment, respect and care

Tash Callewaert a Quest Hotel owner, shares her passion for leadership.  Operating a business both sides of the border over the past 18 months has shown how being a heartfelt leader and truly living her values has created an amazing united team.  This is a must listen for everyone.

Episode 131:  Heartfelt Connections - The doors are nearly open!!

With a date just over the horizon NSW gets ready to go further than 5km.  Are you ready and more importantly are your team?  In this podcast I share tips and insights on creating memorable experiences for your guests and members while recognising your team for getting through to the other side.

Episode 130: Food is about enrichment! Now is the time to enrich your career

John McFadden, State Manager of Goodropoils began his career in the kitchen at the age of 10.  In this episode he shares his amazing career, those who have inspired him and his desire to help others who are seeking a career as a Chef. 

Connect with John McFadden through LinkedIn. 

Episode 129: Creating Positive Hospitality Experiences: From Ayers Rock Resort to Club Taree

Learn how to create positive experiences through every interaction with this year's recipient of the Clubs NSW Heart of the Community Award Paul Allan. Paul shares his journey in the industry from Ayers Rock Resort to Club Taree leading a small and mighty team.

Episode 128: How would your customers describe their online experience?

Online ads are in our feeds every day, promising us youthful skin, losing weight, puppy toys and everything in between!  So I clicked and was amazed by the wonderful customer experience that Urban Brew delivered.  Do you deliver an online experience that is memorable?

Episode 127: Merry Christmas - Don't give your customers a reason not to buy from you 

Let’s end this year with 3 key points to make both the internal and external customer experience journey magical for you and your customers.  Communication, links and options. 

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. 

Episode 126: Loyalty from a Franchise Brand 

Whether it be a car, pair of glasses or a loaf of bread in most cases we are committed to a franchise brand because of the product, however, how does the impact of the service provider have on your decision when it comes to choosing the location of the business that you will travel to? 

Episode 125: 5 Tips to Improve the Customer Experience Journey 

Today more than ever the Customer Experience Journey has become the top priority as businesses manage and serve the shifting customer demands. 

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. 


Episode 124: 95% of sales are emotion based.  Is your brand message still focussing on features and benefits?

Today, businesses like yours are expected to be doing everything! Video, photography, Instagram Stories, Facebook Live, sophisticated sales funnels, webinars and have high performing websites that capture leads, converts them into real business and continually pumping out content that inspires! 


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 

Link to Live Webinar 

Link to Second Momentum website 

Episode 123: Chook Raffles, Chocolate Wheels and Christmas Hams Where Are They?

This maybe a controversial podcast but I am all for the raffle, promotion or the thank you gift to your customers.  It’s about bringing them joy and gee we all need this after the year we have all had. 

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

Episode 122: R U OK? Taking care of yourself 

Thursday 10th September is the day when we ask “RUOK?”  It’s been a bloody struggle for everyone.  Being a leader the pressure of making sure your team are okay has impacted on your own mental health.  It’s important to be honest with yourself, seek out help or at least have a cuppa with a friend and tell them how you are feeling.  Don’t shrug it off saying “It will be alright”. 

“There’s more to say after R U OK?”

Link to Download guide:

Episode 121: The Secret Diary of a Mystery Shopper 

In this episode I chat with Claire Boscq-Scott all the way from the Jersey Isle who shares with us her tales, strategies and implementation of her mystery shopping company over the past decade with her clients throughout the UK, Europe, Asia and Africa. 

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:


Episode 120: Is connections all about numbers or people?

 Having thousands of followers maybe amazing for some, however, for others, it's about connections actually recognising the person you've been talking to or who has been liking your posts or you've liked them when they walk into your business.  Which are you?

Episode 119: What are your team saying to your customers?

No matter who they are no one will ever love your business like you do.  When it comes to your reputation what are your team saying to your customers? 

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

Episode 118: Tackling Technology 

How would you describe yourself:  early adopter, geek or frustrated? 

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? 

Episode 117: We are one. Thinking of you all in Victoria 

As Victoria goes into lock down for 6 weeks, as a business owner I want you know that we are in this together and that as a leader now more than ever you need to connect with your team and customers.  You will survive and thrive. 

Episode 116: Reflecting on Your Leadership

Your team is a reflection of YOU!  Right now is the time to undertake a complete internal customer service audit. 

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: 

Link to DIY Mystery Shopping Audits 

Episode 115: Celebrating Achievements and challenges. It's my 26th business BIRTHDAY 

Join me in celebrating 26 years in business, it may not be Hawaii where I was hoping to be recording this podcast but I am here sharing with you my wonderful moments of joy and why it’s so important for YOU to celebrate your wins with your team and customers. 

Episode 114: The reason why high touch marketing and customer service is KEY at this time 

Roslyn a mobile travel agent with  itravel for over 5 years shares the importance of customer contact during these unprecedented times.    As an entrepreneur of a business that focuses on group and international travel during these past few months the focus on “customer retention” has been key for her and her team.

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

Episode 113: 7 day challenge to grow your customer base

The 3 keys to growing your customer base are: 




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. 

Episode 112: When you can't give the customer what they want 

When it comes to policies whether they are yours or legislative how you handle the customers wants when you can’t say yes can escalate to a critical level if not handled with empathy and speed.

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

Episode 111: How are you and your team creating memorable connections with your customers?

As life slowly starts to normalise this is the key time to spend some quality time with your customers to ensure that you are creating a truly memorable connection. By surprising and delighting your customers with a true connection you are choosing the customers and clientele that you want. There are many ways you can surprise and delight your customers which all stem from your skill set, values and energy that you bring to the role. This is the time where you can really make a difference in your business

Episode 110: What about the service needs of your customers and team members?

Being welcomed by a smiling face Is important and so is reassuring your customer that you have their health and safety foremost in your mind, following the policies and maintaining social distancing.  It’s time now to make the connection with your customers, make them feel welcome.

Website link:

Episode 109: Loyalty programs do they encourage customers to be “really” loyal?

Carly Deards is the founder of Membership + Loyalty Solutions specialising in working with small to medium sized clubs to build loyalty programs, design effective promotions, improve membership databases and generate loyalty through targeted marketing campaigns.  She loves analysing data and delivering customised loyalty programs.

Episode 108: Communicating with your Customers 

The doors are now open so how do you communicate to your customers and your team? Where are your customers and how do they hear about you? Communicating your offering and listening to your customers and team is key to successful business. 

Episode 107: Have Your Customers Changed? Or Have You?

In this podcast I share with you the 3 Step process for business success and growth.  Looking at your customer of today are they the customer you want or has this time in ISO provided you the opportunity to review your services, products and the customer you love to serve?

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:

Episode 106: PART 2 Tips and Strategies on Leading Your Team to a Grand Reopening

In this podcast I interview Chris Miller who has worked as an emergency and crisis manager, planning for and dealing with many disasters including floods, terrorist bombings and a tsunami. Most relevant to the current challenges of COVID-19/SARS-CoV2/Coronavirus, she continues to work as a pandemic continuity planner. 

This podcast follows on to Episode 105 on my podcast Customer Retention Revolution discussing further tips and strategies on bringing back your team and leading them in “new business norm”. 

Episode 105: Tips and Strategies on Leading Your Team to a Grand Reopening

We have seen from the first relaxation of the isolation rules that people are “bursting” out of their homes. Crowd control and the health and safety of your customers and team needs to be planned in advance, no use waiting to see “what happens”. 

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. 

Episode 104: Bonus Episode: Thinking Like a Spy? Undercover Boss 

As business owners / managers we can learn a lot from the world of espionage, working undercover allows you the opportunity to pay attention to the information, systems and processes, team engagement and even advantage over competitors.

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

Episode 103: How to lead a multi-generational team

This week Kerri Salis and her podcast 3X Value Growth interview me for a change on How to lead a Multi-generational team – ensuring they turn up for work tomorrow. What we’re looking for is a team leader who goes, ‘Okay, I’m actually going to be vulnerable in the workplace. I’m going to show the actions and behaviours that are behind the values and the vision of my business, or the business that I work for. And then I will trust my team, and I will show them how we can do things together.’ Not just being that micromanager or demanding from their point of authority.

Episode 102: Measuring All Your Hard Work 

You’ve put the hard yards in growing your business, hiring a team, developing a product and/or service that has customers coming to you but do you ever feel that you could be doing more, you hear rumblings from customers about lack of consistency, sales flat lining, frequency of long term customers purchasing down?

 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.


Episode 101:  The Impact of Personal Styling 

Julie Hyne is a professional image consultant and knows what it takes to succeed in the business world. Julie delivers tangible results through combination of real-world experience, technical knowledge and ongoing image management.  This lady is amazing. Julie joins us today to share with us the challenges women face in gaining positions on the boardroom table and how with her guidance women walk away with a  new magnetic executive presence.

Episode 100: Celebrating the 100th episode in isolation. Who would ever have thought

Join me as I celebrate my 100th episode of Customer Retention Revolution.  Connection is the key to unlocking our business journey of the future.  Connecting with our internal and external customers as leaders we need to lead the way.

You are a strong leader and you are not alone.

Episode 99: One Life- How to have the life of your dreams 

A rare insight into the life an entrepreneur is the way Naomi Simson, Red Balloon & Big Red Group, Shark Tank Australia describes Tina Tower in her recently launched book One Life. Tina built the National Begin Bright franchise and has won multiple top business awards. Having started businesses solo and having done everything in those businesses Tina brings a wealth of knowledge to share with you in my podcast today.

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

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

Episode 98: The Power of Video 

 Joyce Ong is an international Videographer, Photographer, Author and Educator who runs her own company New Heights Media based in Sydney Australia. From filming documentaries in Africa, to running Workshops in Thailand; over her 10 year career Joyce has worked with the likes of Richard Branson, Johnson & Johnson, Sony Music, Marina Prior, Jack Jonson, John Mayer, and is one of the most highly sought after event photographers for business leaders across Australia and L.A. Today she joins us to discuss the challenges she has faced along the way and the organic evolution of her business.

Episode 97: Straight from Social Media Marketing World trends and tips for 2020

Serena Dorothy 'Dot' Ryan is an award winning Entrepreneur, Podcaster and Digital Marketing Strategist. Serena is spot on when it comes to Facebook and marketing strategies working with a variety of industries and in particular Accountants and Cloud Accounting Service Providers.  Serena believes in self education and giving back by doing this she is now an intricate part of Social Media Marketing World, an annual event that is held each March in San Diego.  In this episode Serena shares with us the latest trends in marketing strategies.

Social Media Marketing World 2021 28th Feb until 2nd March 2021

Episode 96: Operating your business from afar

How do you manage to run a business on a daily basis without being to confined to the 4 walls of your office? Michelle travels a lot: for work, for professional and for personal development so has embraced her business moving into the digital age. Being able to work remotely involves putting trust into your team and today Michelle shares how she does this successfully.

Episode 95: Evolving from sole trader to a brand as a counsellor and business mediator

Josephine Byrnes-Luna is an accredited Counsellor and Mediator working with corporations, individuals and families.  As a sole trader with the full support of her husband and 2 sons Josephine has built a business over the past 13 years that has evolved to include the new space of “Collaborative Law”.  In this interview Josephine shares her wisdom and knowledge on building a business, a reputation through relationships, looking after herself and the importance of a mentor.

Episode 94: The importance of planning for your future

There’s a common myth that in order to be wealthy, you must earn a lot of money. But it’s not about what you earn – it’s what you choose to do with it. In this episode I am joined by Kylie and Anthony Sultana from Creo Wealth. Kylie and Anthony discuss the importance of education when it comes to your planning for your future and provide some tips of what you can do now to ensure you can live a financially comfortable life.

Episode 93: Are you confusing your customer?

Is your branding sending mixed messages to your customer that leaves them confused and moving onto your competitor?

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;

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 freebie on Kajabi. Enter your name and email address to download.

Episode 92: Raising awareness and funds for the Cancer Council via the Shitbox Rally

Trisha Cashmere has a lot on. She runs The Healthy Body Company with her life partner, she is on the Board for the  Cancer Council and she is now participating for the 2nd year running in the Shitbox Rally driving a 2003 Ford Fairmont with her dad from Alice Springs to the Gold Coast to raise awareness and funds for the Cancer Council. Trisha takes us through her professional and personal life until now and what is keeping her busy right now including planning a trivia night where you can pay to cheat coming up on March 14th.

For tickets to the event

Details about Shitbox Rally

Michelle Cox. Death doesn’t have to be morbid

Episode 91: Bonjoro's Papa Bear Matt Barnett

We love a human connection and you can’t fight 2 million years of evolution. As business evolves and we have all moved online we can hold more relationships now than ever before so how do we use technology to sustain it rather than replace it.  Matt Barnett, Papa Bear AKA CEO of Bonjoro joins me this week and discusses the almost accidental creation of Bonjoro and why it is so effective as a business communication tool.

Episode 90: Working on the business, not just in the business

Paul Rifkin, better known as Chef Paul, chats with Michelle about the growing of his consultancy business in 2019. Paul was interviewed by Michelle in May 2018 when employed by Campbelltown Catholic Club and then in December 2018 when he took the leap of faith and began his own consultancy business. He chats about the transition period, working on the business not just in the business particularly when it comes to marketing for new clients. Paul shares with us tips and the challenges, evolving his business and the journey ahead. To know more about Paul Rifkin, his website is

Episode 89: Don't let data drive you crazy

Times have changed, your customers have higher expectations than ever before, and in learning to attract and retain today’s customer, you need to know how they see and engaged with your business.  If you are not in the business of listening to them, you may not be in business for long. We discuss the 6 key measuring tools to assess and analyse your customer offering. 

Episode 88: Connect Learn Grow 2020

Deanne Boules a former NSW Police Officer, Workcover Inspector, accomplished WHS and HR executive for a number of iconic Australian and Global Companies joins me today to discuss the moment she made the decision to move from being an "employee" to starting her own business;  Insync Workplace Solutions (, 8 years ago.  Dee discusses the importance of education, continued professional development and her passion to help others who are less fortunate in Australia and globally. Two years ago Dee a member of Business Chicks decided to travel with 19 other members of Business Chicks to Ghana arranged by the Hunger Project on the 25th April this year.  Dee discusses what the Hunger Project means to communities, what it means to her and how she is raising funds.  
With the recent bush fire devastation Dee has decided that the profits from the Connect Learn Grow Retreat happening 3rd-7th March at Kingscliff, will be split between the Hunger Project and Women in Business who have been affected by the bushfires here in Australia.  This is a "doing retreat", where you are working on your business for 4 days, hearing from amazing presenters facilitating workshops over the 4 days.  But this is no ordinary "retreat" where you live and may or may not implement as part of the retreat there is a 12 month accountability coaching program for all attendees. To learn more go to to support this wonderful fund raiser that will help our women in business in Australia and families in Ghana.

Episode 87: DELEGATE: Double the Results! Halve the Effort!

Do you have more work to do than hours available? 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!

Episode 86: Public speaking - when it does not come naturally

Ten Top Tips in presenting in the Board Room or to the team.

Episode 85: How to Build a Business that you've always dreamed of in 2020

Here are 4 key steps for you to review, realign and reset for an amazing year ahead.

Episode 84: Understanding the Power of Branding 

Does your business have a position? What is branding and how important is it to know your customer?

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

Episode 83: Mastering Social Media for venues and organisations in 2020

How does one get started on mastering their socials? What are the key elements for success on social media and what social media marketing trends will take off in 2020? 

Mia from That Marketing Girl joins us to talk all things Social Media.

Episode 82: 3 Step plan to get you and your team through to Christmas 

The worlds gone crazy or is it just my local shopping centre!  With only a few weeks till Christmas and after a big weekend of Black Friday and Cyber Monday sales, shopping is in full swing as is the rush to complete projects before the office shuts for 2019.

Episode 81: Reviewing your business from the eyes of your customers

Take a moment to step back and take on a new perspective

Episode 80: Are you embracing your second momentum?

I'm announcing something exciting coming up!

Episode 79: The Work Christmas Party

The bells are jingling and the mistletoe is calling! 

4 tips to make your work Christmas party one to remember...for all the right reasons.

Episode 78: Why the first day needs to make an impact

4 quick tips to make a big impact on your new recruit

When it comes to the first day for the new recruit ensure you are there or if not assign someone who believes in the vision and values of your organisation to greet them and create their first impression.

Episode 77: Interview with the CCO Sydney

Chief Customer Officer Conference 

Ahead of my presentation at the Chief Customer Officer Conference in Sydney, CCO Sydney interview me about the ways to help drive value and insert decision making through business, the shift in organisational culture to be more customer centric, key drivers to build better employment engagement and much more.

Episode 76: New Business in Town!

How to stand out for all the right reasons

There is a three-step process when it comes to service recovery:  Listen, Empathise, Action. 



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