Middle Management Movement will provide your current and aspiring leaders a proven methodology and strategies to become the leader you wish for them to be and they are seeking within themselves.

 An online adaptation of my successful VIP Leadership Development program, 14 modules, that I have been delivering to the industry over the past 20 years.

Middle Management Movement PLUS continues with 12 modules that further the learning and development for the Senior Leadership Team and for those who have completed MMM and are on the journey of a senior leadership role.


Frontline Training & Leadership Development and Coaching

The key to organisational success

OOPS is an established training and development company that has serviced the needs of the Registered Club and broader hospitality industry for close on three decades.

Firmly committed to the positive organisational culture and customer service excellence principal Michelle Pascoe has both developed and delivered in the development and delivery of customised training programs. 

In an environment where the creation of a culture focussed on the pursuit of excellence is central to your operation it is incumbent to invest in training and development.

Opportunities for professional growth is increasingly a driver to employee recruitment and retention, as is particularly evidenced in the millennials who are always looking for ways to improve their skills and knowledge.

 In developing and / or reviewing your training and development program consider the foundation OOPS offers, all our programs are capable of desired customisation.


Training Programs


These online programs supported with live online weekly coaching, where your leaders discover how to define their leadership style, identify their core values, engage the team to develop loyalty, working with teams from diverse backgrounds, build morale and lead a guest focussed team.

Middle Management Movement is based on values-infused leadership, providing a proven methodology and strategies to make them the leader you know they can be.

What’s included:

  • Instant access to the complete 14 week Middle Management Movement program online
  • Instant access to the complete 12 week Middle Management Movement PLUS program online
  • Downloadable workbook for each Module
  • Assessments - Implementation of modules in group settings (in your venue)
  • Weekly Live Coaching Call
  • Certificate on Completion


  • DISC Behavioural Profiling Assessment (pre commencement) - Full breakdown of individuals (and group if applicable) reports
  • Two additional private Coaching Calls
  • Two  ½ day in person workshop (Government restrictions permitting)

This program has been successfully delivered to venues in person for over two decades and now that it is online it provides the opportunity for regional and global participants to ignite their potential in their leadership development.

All coaching is conducted by Michelle Pascoe the CEO and Founder of Optimum Operating Procedures and Services (OOPS).

This workshop can be delivered in 3 ways depending on your needs;

1 x 6 hour session
2 x 3 hours sessions
1 x 3 hour session

The program includes;

  • Managing patron expectations
  • Relationship building principles
  • Creating an interactive welcoming experience
  • 6 steps to enhanced service  excellence
  • Knowledge of the pre-eminent position  of “first impressions”
  • Service recover – handling patron complaints effectively, providing a solution

The outcomes of this training:

  • Reinforce desired organisational culture
  • Improved productivity from frontline team members
  • Engaged frontline team members
  • Enhanced ability to resolve service problems

A 3 hour workshop with your hand-picked gaming team.

The program includes;

  • Understanding the VIP profile
  • First and lasting impressions
  • Techniques in developing rapport with your VIP’s
  • Creating a VIP experience through service
  • Understanding the importance of privacy and discretion

Building communication channels with management

The outcomes of this training:

  • Comprehensive knowledge of VIP’s desires / demands
  • A “toolkit” to assist VIP’s with their unique needs
  • Reinforcement of values including: the importance of not making personal judgements

A 3 hour workshop with your key frontline team.

The program includes;

  • Knowledge of the pre-eminent position of “first impressions”
  • The impact and importance of personal image and grooming
  • Creating an interactive and informative welcoming experience
  • Making the farewell a great lasting impression
  • Understanding membership benefits – promoting membership
  • How to assist with patron enquiries and concerns on the telephone and in the venue

The outcomes of this training;

  • Reinforcement of desired organisational culture
  • Understanding of importance of first and last impressions
  • Comprehensive knowledge of “selling” the venue

A 3 hour workshop for team members in catering areas.

The program includes;

  • Creating a 5 star dining experience – knowledge and welcoming
  • Working together as a team ensuring a positive dining experience
  • The importance of communication in linking back and front of house
  • Understanding the opportunities for all to celebrate a career path
  • Clearer understanding of all roles

The outcomes of this training:

  • Reinforcement of desired organisational culture and customer service outcomes
  • Enhanced skills to deal with diverse circumstances
  • Improved teamwork

A 3 hour workshop for reception and instructors.

The program includes;

  • Techniques for coping with a busy service area
  • Establishing rapport
  • Understanding the diverse drivers of attendees
  • Providing membership options
  • Dealing with disappointment, frustration and extremes of self-image
  • The importance of presentation and image

The outcomes of this training;

  • Detailed understanding of attendance drivers
  • Enhanced ability to clinch the sale
  • Understanding of importance of first and last impressions

A 2 hour workshop for those in management presenting in the Boardroom and other events.

The program includes;

  • 3 keys to the perfect professional presentation
  • Breathing techniques – settling the nerves
  • Projection of voice
  • Body language on the stage
  • Handling technical equipment

The outcomes of this training;

  • Enhanced confidence in presenting
  • Ensuring clarity in presentation
  • Ability to captivate the audience

Book Michelle for your team training and leadership development coaching

"Michelle's willingness and ability to customise reports so they are really specific to our service delivery standards make her services truly outstanding ... Timely reports enable us to action feedback from those visits giving praise and flagging what could be improved."

HR Manager

"Michelle had the audience in the palm of her hand, sharing her knowledge of over two decades on how to build a united leadership team in an Intergenerational Business. Her style was engaging, content rich and funny. As the MC I see and hear a lot of speakers, yet Michelle stood out at the G2E Education presentations. I would certainly recommend Michelle as a highly motivated and professional speaker to anyone who would like to have their organisation focus on the intergenerational business. leadership, team retention and customer growth."

Ann Simmons Nicholson
CEO Simmons Group

"Michelle is an engaging presenter and a brilliant story-teller. She was able to seamlessly connect and build rapport with the audience by sharing her personal experiences with the group. She has a number of years of experience consulting with organisations on employee engagement and hence was able to bring an external perspective to the panel discussion. "

Shumaila Ali
AHRI NSW Talent Acquisition & Engagement Forum

"“Take time to get to know this lady…one of the most trusted businesses and ladies in the industry. Congratulations for being a fellow business owner in our industry who truly respects our clients! If you do not know Michelle Pascoe CSP, then connect with her now!.” "

Jenny White
CEO - White Now

"Your flexibility on and off stage as well as prior to the event just made the day so much easier for us as event organisers..... It's not easy to connect with and keep interested 150 high school students, but you did by weaving your personal stories and humour throughout the day."

Community Development Officer Crime Prevention, Bankstown City Council

"It was an absolute delight to have Michelle Pascoe speak to at our Inspiring Women event. Michelle gave our business owners great insights into the different age demographics and their customer experience expectations. Highly recommend! Thank you so much!"

Sue Heins
Inspiring Women

"The feedback on the content and delivery from our members was very good. I took away some effective key points which I will be presenting to my team. Definitely a very thought provoking presentation."

President The Greater Narellan Chamber of Commerce & Pereira Realty Group

"An incredibly fickle and judgemental industry, hospitality audiences can be hard to win over but Michelle’s very distinctive approach of identifying through personal experience as a business owner, her fantastic manner of story telling to give relevant examples and very humanistic approach to presenting was well received."

Restaurant Association

"Michelle has a passion for customer service and a gift for growing people. She has a broad vision and an eye for detail ...... She is accessible, efficient and people just love her and working with her."

HR Manager RWC

""The feedback for both seminars and the lunch at the 2022 Australasian Gaming Expo held at the ICC, Sydney has been fabulous, and I credit much of that to your facilitation of those events. It was a relief knowing that you were there to manage both the sessions, panels and lunch speakers. as MC and Moderator. Thank you." "

Sabina Ziolkowksi,
Manager, Operations and Marketing - Gaming Technologies Association

Book Michelle for your team training


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