The Michelle Pascoe Hospitality Podcast

Why Authentic Hospitality Leaders Succeed

What’s the #1 leadership trait that transforms teams? Michelle Pascoe recaps lessons from three leading CEOs - Paul Barnett, Glen Cushion, and Peter Norris - and reveals the most critical trait for hospitality leaders... values-driven authenticity. Whether it’s visionary strategy, culture-first presence, or courageous vulnerability, the common thread is authentic leadership rooted in integrity and care for people. Michelle challenges listeners to reflect on their own leadership style and take bo...

Succession, Service & Saying No: The Secrets Behind Mingara’s Growth

In this week’s episode, I sit down with a true pillar of the registered club industry—Paul Barnett, CEO of Mingara Leisure Group and a leader whose legacy spans more than two decades of growth, innovation, and heart. From starting his career in government and liquor and gaming regulation to transforming a one-venue operation into a five-venue community powerhouse, Paul shares the behind-the-scenes journey of amalgamations, leadership lessons, and the strategic vision that has shaped Mingara into...

From Pouring Beers to CEO: A Journey of Opportunity & Vision

In this heartfelt and insightful episode, I sit down with not only a highly respected CEO but also a dear friend of over 25 years – Glenn Cushion from Ingleburn RSL. From humble beginnings as a plumber saving for a house deposit to leading one of Sydney’s most community-driven clubs, Glenn shares his incredible journey through the registered club industry. We explore how a "second job" became a lifelong career and how opportunities, culture, and people have shaped his leadership style. His passi...

The Bank Robber’s Boy: Peter Norris on Breaking Cycles and Building Culture

Phone Call Secret: The 2025 Customer Service Hack

Businesses in 2025 are flooded with digital noise—but what if standing out was as simple as picking up the phone or posting a handwritten note? In this solo episode, I’m going to take you behind the scenes of my recent speaking tour across Far North Queensland (FNQ), where I connected with 97 passionate small business owners. From Atherton to Port Douglas, I will share with you what’s really resonating with customers today—and spoiler alert, it’s not another email funnel. I dive into the power o...

From Backyard Dreams to Pet Care Queen

In this heartfelt and inspiring episode, I sit down with Chenelle Conquest, founder of Paws & Whiskers, a Southern Highlands pet care business driven by purpose, heart, and a lifelong love for animals. From secretly hiding a stray dog in her backyard as a child to building a thriving business that provides pet sitting, dog walking, and genuine peace of mind, Chenelle shares her journey from passion to profession. Her story is one of dedication, resilience, and creating a business that truly ...

The Power of Visual Storytelling in Hospitality and Beyond

In this insightful episode, I sit down with Kat Lynn, an award-winning food and product photographer, branding strategist, and passionate advocate for regional communities. Kat shares her journey from capturing culinary delights to helping businesses tell their authentic stories through visual branding. Listeners will gain valuable insights into the importance of storytelling in photography and how it can elevate a brand's presence in the market. Kat also delves into the challenges and triumphs ...

RUOK? to WeCare365

🎙️ In this powerful episode, I’m joined by mental health advocate and founding Board Member of R U OK?, Graeme Cowan. From his personal journey through severe depression to creating meaningful change in workplaces across the globe, Graeme shares the pivotal moments that shaped his mission to build resilience, connection, and care in high-performing teams. We explore how leaders can identify early signs of stress, foster psychological safety, and shift from burnout to balance with simple but pow...

Aussie Pub Abroad? Leadership Secrets That Worked

Ever dreamed of opening an Aussie pub… in Sweden? 🇸🇪🍺 Kylie Pangeli-Linky did just that—and she’s sharing how a 20-year vision, leadership resilience, and a deep love for hospitality turned that dream into reality. From selling everything she owned to building a business in a foreign country during a global pandemic, Kylie’s story is equal parts inspiration and strategy. We dive into leading with heart, the “daydreamers advantage,” handling intolerant customers with grace, and how to use AI t...

Leading Without The Title

Leadership isn’t just reserved for those with titles. In this solo episode, we explore how frontline team members—those on the ground, face-to-face with guests—can be the most influential leaders in any hospitality environment. Discover how everyday leadership shapes team culture, elevates the customer experience, and sets the tone for service excellence. Whether you're a manager or a team member, this episode offers insights and inspiration to lead where you are.

Holiday Leadership Hacks

🐣 Hopping into the Easter rush? In this egg-stra special episode of Holiday Leadership Hacks, I’m sharing 8 smart and simple tips to help you lead your hospitality team with clarity, calm and a sprinkle of fun. From updating policies and FAQs to energising your crew and keeping the customer experience sweet, these Easter-ready leadership hacks will help you stay ahead of the chaos and bring your best self to the floor. Tune in and lead your team like a pro this holiday season! 🌸🍽️

PUT ASIDE YOUR MASK & EGO

Join me for an inspiring conversation with Michelle Baillie, General Manager of Skycity Entertainment Group in Hamilton, New Zealand, as we dive into authentic leadership. Michelle shares her wisdom on leading without masks or ego, embracing courage and kindness, and cultivating sponsors who advocate for your success—even when you’re not in the room. Discover the power of saying "yes" to new opportunities, leveraging transferable skills, and understanding the profound impact leaders have on thei...

UNLOCK FINANCIAL FREEDOM

Are you ready to trade burnout for freedom and ease in your business? This week on The Michelle Pascoe Hospitality Podcast, I’m joined by the incredible Miriam Castilla—business mentor, bestselling author, and creator of the Magnetic Money Code. 💡 From rebuilding her life as a single mother to running multiple award-winning, six-figure businesses, Miriam shares her powerful journey and practical strategies for:✨ Mastering your money habits✨ Aligning your business with your core values✨ Creating...

Mid First Shift Quitting

💡 Ever wondered what makes employees stay, thrive, and truly love what they do? In this episode I dive into the secret sauce of building a thriving workplace with none other than Andy Goram, aka “The Sticky Guy.” As the host of Sticky From The Inside and the founder of Bizjuicer, Andy has spent over 27 years leading culture and brand transformations across Leisure, Retail, Hospitality, and Gaming. Now, he’s on a mission to help businesses create stickier organisations—where employees feel a tru...

Predict, Personalise, Profit: The Future of Hospitality Marketing

In this episode, I sit down with Jim Harenchar, CEO of Response Marketing Group (RMG), to explore how hospitality businesses can leverage predictive modelling, data insights, and personalised marketing strategies to enhance customer engagement and drive business growth. With over 35 years of experience, Jim shares how RMG helps brands like The Ritz Carlton, Georgia Tourism, and Arkansas Tourism create game-changing outcomes through data-driven marketing strategies. We discuss:✅ How hotels and re...

Measuring & Benchmarking are the Backbone to Hospitality Success

In today’s episode of The Michelle Pascoe Hospitality Podcast, I'm diving deep into the strategies that help hospitality businesses thrive in an ever-evolving landscape. I’ll guide you through how data, measurement, and benchmarking can transform your venue into a VIP destination for every guest. 🔍 What You’ll Learn:✅ Why starting with data is critical for long-term success✅ The six essential tools for measuring guest experiences✅ How to embrace diversity—age, culture, accessibility, and more—t...

From Dimes to Dining Brilliance

In this episode, I sit down with Chris Tripoli, a hospitality industry veteran with over 45 years of experience as a concept developer, owner-operator, and restaurant consultant. Chris shares the key ingredients for building a successful restaurant, from the foundational elements of a winning concept to navigating industry challenges like rising costs and staff shortages. He also dives into his Tripoli 10 Commandments, including the 3 P’s, and why financial discipline is crucial for long-term su...

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 neg...

HEALTHIER HOSPITALITY:  WHY MENTAL HEALTH MATTERS IN THE INDUSTRY

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 hospitali...

Christmas and End of Year Wrap Up

🎙️ Thank You, Amazing Listeners! As the year winds down, I would like to take this moment to say a huge THANK YOU for tuning in to the podcast. It means the world to me that the stories I share—whether from our incredible guests or my own experiences—are making an impact on you, your business, your team, and your organisation. 🎄 Wishing you a Christmas filled with joy, peace, and plenty of laughter! 🎄 🌞 Get Ready for Our Summer Season! 🌞 While I take a short break, I’ve got something specia...

Disnify Your Business: Lessons in Customer Service Magic

In this episode, I sit down with the extraordinary Vance Morris, a Disney management alumnus who spent 10 years creating magical experiences at Walt Disney World. From leading the opening of the iconic Chef Mickey’s to running his own successful business, Vance shares how businesses of all sizes can apply Disney-style service principles to create unforgettable customer experiences. Vance’s unique journey—from security guard at a birth control factory to Disney leader, to a thriving entrepreneur—...

Take the Leap: Women in Gaming & Hospitality

In this episode I’m thrilled to welcome back, Christie Roser, Chief People & Culture Officer at Aristocrat, a global leader in the gaming and hospitality industry. With a team of over 9,000 employees worldwide, Christie brings unparalleled expertise and insight into building strong, inclusive workplaces. Our conversation dives into the critical role of women in the gaming and hospitality industry and that without them the industry cannot grow or be successful. Christie shares powerful advice...

YOU ARE STRONGER THAN YOU THINK

In this inspiring episode, I sit down with Kirsty Nancarrow, an award-winning former ABC journalist, passionate advocate for journalists, social justice, and gender equality, and now the Co-Director of eMotion Video & Media Training. Kirsty shares her incredible journey from working in hospitality in Sydney and the UK to becoming a leader in media training and storytelling based in Cairns, Australia. We dive into Kirsty’s debut book, Himalayan Dreams: The Story of Som Tamang, an extraordinar...

Knowing the Narcissist with Mariya Radysh

In this fascinating episode, I’m joined by the brilliant Mariya Radysh—TEDx speaker, author, university lecturer, and interpreter fluent in five languages. With an impressive five university degrees, Mariya brings a wealth of knowledge and personal insight to our discussion about one of the most complex personality types: the narcissist. Mariya unpacks her extensive research on narcissism, offering eye-opening perspectives on how it impacts personal relationships, workplace dynamics, and even in...

Global Labour Shortages - Insights from Asia Pacific

In this episode I share insights from speaking at the Mystery Shopping Professionals Association - AP 19th annual conference in Hong Kong. Gathered together with representatives from all over Asia and beyond discussing global labour shortages, ageing populations and the impact on business growth through migration, work preferences and workplace conditions.

Loaded For Success: The Future of Hospitality Operations

In this episode, I sit down with Richard McLeod, hospitality veteran and co-owner of Loaded, a groundbreaking platform designed to transform the way hospitality businesses operate. With over 15 years of hands-on experience running a network of 12 diverse bars, pubs, and restaurants across New Zealand, Rich has built Loaded to be the ultimate operational hub, syncing all systems—labour, ordering, menus, and more—into one seamless interface. This real-time powerhouse gives owners and managers visi...

Behind the Scenes of Hospitality Recruitment with Industry Legend Jenny White

In this episode, I dive into the world of recruitment with Jenny White, CEO & Founder of White Now a powerhouse in the Club, Gaming, and Hospitality industry, known for her vibrant personality and immense dedication. With over 20 years of experience and 1,700+ clients, Jenny (aka "Wiz" on social media) has placed around 7,000 managers and team members, from large clubs to smaller venues, all while infusing her quirky humour and unwavering ethics into her work. We explore the evolving landsca...

From Science to Sips: Altina's Mission to Revolutionise Wine

In this episode, I sit down with Christina Delay, Ph.D. the visionary founder of ALTINA Drinks, a company revolutionising the non-alcoholic wine industry with a scientific approach and a deep appreciation for native Australian botanicals. With a background in Chemical Biotechnology and Plant Biology, Christina shares her personal journey of disrupting the beverage world. Motivated by the search for alcohol alternatives that retain the same complexity and enjoyment, she turned her expertise towar...

Everyone Has A Role To Play

In this episode, I speak with Arely about the groundbreaking two-day workshop Mounties is offering to the Club Industry—free of charge—focused on Domestic and Family Violence (DFSV). This initiative is the first of its kind in the industry, aiming to inspire similar efforts across other sectors. With alarming statistics in Australia—where one woman is killed every week by an intimate partner, and one in four women have experienced violence—this workshop is a crucial step forward. Clubs from NSW,...

Getting Your People to Step Up: Secrets to Team Empowerment

In this episode, I had the pleasure of speaking with the dynamic Shivani Gupta—keynote speaker, business coach, author of eight insightful books, including her latest release “Getting Your People to Step Up” and a dedicated coach for women in business. Shivani shares her expertise on leadership, fostering team growth, and empowering employees to step up in challenging times. She also discusses her experiences in her early career path, business owner, employer and the critical lessons she's learn...