The Michelle Pascoe Hospitality Podcast

I love the hospitality industry and the opportunities it offers to so many people so how does a manager handle the Intergenerational workforce because they do not think alike, act or respond the same.  In this podcast I talk about the challenges and allowing them to question the sacred cows in the business and they want to lead.

Don't wait for the first day to commence the "connecting conversations" with your new recruit welcome them beforehand and you will have someone invested in your business before they walk in the front door.  In this podcast I look at the building of loyalty and trust through the induction process and ongoing assessments ensuring that both the employer and recruit are feeling valued and welcomed.  

Assessing a candidate from a covering letter and resume is not always easy as some people are great at communicating verbally but when it comes to writing it doesn't always come out the right way.  As a recruiter you need to read between the lines.  I know when I read resumes I imagine their voices.  Do you? or am I the only one?  In this podcast I cover the assessing, hiring and REFERENCE CHECKIN...

The recruitment process starts with a comprehensive Job Description well before the employment ad is written.  Knowing what you need when it comes to skills is easy it's the attitude that takes a little more time to get right.  What is the culture of your organisation and what are the behaviours and traits of your leadership and frontline team? For more information on hiring Introverts take a list...

What makes a venue successful?  Is it the fancy lights, attractive decor, hottest entertainment or the best food in town?  It can be all of these, however, if it is delivered by a team member with a face like thunder or they've just sucked on an unripe grape fruit, then it doesn't matter how great the scenery and facilities are the only thing that the guest will remember is the "team member(s)" an...

Why should you measure what you do?  More than ever, you are dealing with a diverse public and workforce: multiple generations cultures, languages and expectations.  Great service is the benchmark today; getting that service out of your team on a regular basis is the goal.

I don’t know about you but this time of year my inbox has been inundated with emails on how to plan for 2019. Here in Podcast 39 I wanted to take you away from planning and simplify it with direction. If we were to play a game of word association how would the following words make you feel and think – Reflect, Realign and Reboot! As I reflect on 2018, I discuss how to realign yourself so that your...

After listening to one of my earlier podcasts Jason Manning CEO of Pittwater RSL contacted me and said he had some really strong opinions on diversification and wanted to have a conversation - so here we are Podcast 38. Jason examines the overuse of the word “diversification” within the industry and how clubs need to ‘diversify’ in order to replace lost revenue. When taking on the role of CEO at P...

When I last spoke with Paul (Episode 3) he was the executive Chef at Campbelltown Catholic Club and about to take the leap of faith, move out of the area and start his own consultancy firm, Chef Paul Rifkin - www.chefpaulrifkin.com.au Today we talk about a wide range of topics: business, career decisions, service, planning and audits. As we talk business we establish the benefits of mentors, how t...

With all the craziness of this time of year, I thought I would take this opportunity to review and reflect. Looking back at my first podcast interview with Douglas Kirkham (CEO of Canada Bay Club) we discuss the why, why do we do what we do? Douglas reflects on his many years in service, why he was drawn to the hospitality industry and we also discuss automation within the club sector. Now is a gr...

Whether technology is your friend or foe, you cannot deny apps and desktop tech tools create an opportunity to seamlessly and efficiently manage both your business and personal life.   On this week’s Podcast I discuss a few tools and apps I use that helps with work flow,  connecting with my employees, maintaining productivity, integrations within my website along a very exciting announcement for o...

We have all been there, at that fine line when trying to navigate through the recruitment process, do we hire the team based on a team we want or is it due to expansion, need and desperation? As if recruiting isn’t stressful enough;  How many times have you hired out of desperation only to feel regret, disappointed and frustrated! In this weeks podcast I talk about 4 top tips that will help you fi...

This week I talk about recognising that patrons understand their environment and gather their impressions through sight, sound, smell, touch and taste. What you see and what you don’t see is equally important, along with using music to create an ambience. How about smell? The aroma of coffee beans so alluring you have to try that cute little café! Thinking of texture and its tactile properties is...

Serena ‘Dot’ Ryan is an award winning Digital Marketer who is a contributing writer for the largest Social Media Education website in the world, Social Media Examiner. In 2014, Serena created ‘Serena Dot Ryan®’ a digital marketing agency specialising in education and optimising online presence. Serena's belief is that knowledge is power so it is essential to continuously learn digital marketing. H...

In this episode I interview Glenn Cushion, CEO of Ingleburn RSL Club. Glenn has been in the Registered Club Industry for a number of years, starting off in the Bar and General Duties at Bankstown Sports Club and quickly moving through the ranks by taking on positions where he had the opportunity to develop his professional skills. He has now been in the position of CEO at Ingleburn for 7 years. Gl...

Jennifer B. Kahnweiler, PhD, CSP, is an author and global speaker hailed as a “champion for introverts”, helping introverts throughout the world expand their leadership capacity. Too many introverts assume—or have been told—that to rise through the ranks they have to change who they are. But you don’t have to pretend to be an extrovert to get to the top. Today Jennifer discusses how introverts can...

Brenda Eckstein is an international executive coach, speaker, author and conference facilitator who specialises in strategy, leadership development, and training. As an experienced Executive Coach, Brenda specialises in helping CEO’s, professionals and others in senior positions to shift their ‘way of being’ so that they are able to turn their ‘stumbling blocks’ into ‘stepping stones’ in all areas...

Brette Rowley is a business and marketing strategist, entrepreneur, and creator of the Side Hustle Starter Kit. She has worked with growth-oriented businesses as a marketing consultant for over 8 years and in almost every industry from finance, retail, medical, and even world-renowned speakers. Today, you can find her brainstorming with clients, implementing marketing strategies, celebrating succe...

At some stage you will find yourself standing at the front of the boardroom table and presenting to Directors, Senior Executives or Stakeholders. This is your moment to 'shine' and share your research, ideas, project updates or even financials. You — and maybe also your team — have worked hard to bring this information to the table. So it is critical that is imparted with professionalism and enthu...

Dr Neryl East is a highly qualified and experienced expert on media, communication, credibility and reputation. She works with leaders and teams who want to stand out, accelerate their success and avoid costly reputation mistakes. In this episode, we discuss the power of credibility and the skill to communicate with impact, and the most effective ways to elevate your executive performance and tran...

This week I chat with Nicole Hendley - Operations Manager at the Club Central Group. Nicole has risen through the ranks of the Club Industry and knows the importance of pursuing what you're passionate about in order to achieve success. Your ability to learn from the people that inspire you, create a workplace culture based on support and mentorship, and adapt your management style to suit an inter...

This week I discuss the challenge of engaging with and meeting the expectations of an intergenerational workforce and clientele. How do we cater to all these different and equally important needs, and successfully bridge the gap between the 5 generations that now exist in our venues? Understanding the unique qualities, values, experiences, communication styles and customer service expectations of...

While every company wishes to create emotional and memorable customer experiences, service failure is often the most emotionally-engaging interaction and the one that customers are most likely to share - everywhere! This week, I chat about the importance of service recovery and how to pursue reconciliation of the relationship, not just resolution of the issue. It requires extending your understand...

Roslyn Ranse is a travel manager for iTravel Australia and has been facilitating seamless and memorable travel experiences for her clients for almost a decade. Her uncompromising regard for quality work and customer satisfaction earned her a nomination for the Travel Agent of the Year for Retail award in the National Travel Industry Awards in 2017. Whatever your travel needs, Roslyn's exceptional...

We all know how important it is to know and understand your Ideal Customer Avatar, but it is just as critical to put the same time and effort into creating your Ideal Employee Avatar. Finding the right person for the right role can be difficult in any industry, but knowing what you're looking for and staying focused on that can go a long way in simplifying the process. This week I discuss how to c...