Elevating service standards in hospitality and gaming since 1994.

Certified Speaking Professional, trainer, coach and industry researcher.

I help hospitality and gaming organisations meet the expectations of the twenty-first century guest by lifting service standards, strengthening leadership and empowering frontline teams.

For three decades my company, Optimum Operating Procedures and Services, has partnered with venues worldwide through keynote speaking, tailored training, leadership coaching and in-depth business insight reports based on our proprietary mystery shopping software and 10,000+ questions and industry benchmarking.

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Hi! I'm Michelle,

Backed by three decades of experience in the hospitality & gaming industry, we can work together to unlock the full potential of your multigenerational team, elevate your organisation to new heights and welcome in a new era of leadership and service excellence.

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LEADING ACROSS GENERATIONS: CLEAR COMMUNICATION & CONNECTION IN A NOISY WOKPLACE

Just as a turkey uses a distinctive "beep" to communicate effectively within a flock, communication within your multigenerational team needs to be clear, straightforward, and meaningful to create unforgettable guest experiences. This keynote presentation offers practical insights and real-life examples for transforming the way you connect, engage, and lead a multigenerational team to effectively meet the unique expectations of employees from each generation.

As a Certified Speaking Professional and International keynote speaker, I translate three decades of research into practical, engaging sessions for conferences, leadership off-site and in-house events. Audiences leave with clear actions to lift service, engagement and performance. Every keynote is tailored to your organisation and sector. The result is a shared language, renewed energy and a clear focus on the behaviours that create memorable customer experiences.

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Customised workshops and programs for frontline teams and leaders, focused on real-world skills, behaviours and standards. From service excellence to middle-management capability, we build the mindset and habits that sustain high performance, supported by my Middle Management leadership programs and private coaching for leaders. Programs are designed around your venue’s reality, with practical tools, clear standards and follow‑through so new behaviours stick back on the floor.

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Independent, data-rich insight into how your venues are really performing in the eyes of your guests. Using our proprietary mystery shopping software and a bank of more than 10,000 bespoke questions and industry benchmarking, we analyse every stage of the customer journey and identify the specific behaviours, gaps and opportunities that impact guest experience and profitability. You receive clear, prioritised recommendations your leaders and teams can act on immediately.

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Establishing Optimum Operating Procedures and Services in 1994, my key focus and passion pertains to service delivery and the expectations of the twenty-first century customer.

My commitment to elevating the standards of service has propelled my company to become a trusted partner for businesses in the hospitality and gaming sector.

With a track record of training and empowering frontline team members, I have witnessed firsthand the transformative impact of investing in the skills and talents of those on the frontline.

But my dedication goes beyond the frontline; I am equally devoted to nurturing the leaders of tomorrow. Recognising the pivotal role strong leadership plays in shaping a thriving organisation, I developed Middle Management Movement - a suite of comprehensive leadership programs and private coaching, designed to empower individuals to reach their fullest potential.

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Michelle Pascoe the podcaster with hospitality leaders

Real conversations about service, leadership, community connection and the future of hospitality.

Established in 2019, this podcast shines a spotlight on the people and ideas shaping the hospitality industry and beyond. Each episode features honest conversations with industry leaders, consultants, community changemakers and subject matter experts who share real stories, current trends and practical advice.

If you’re committed to creating unforgettable guest experiences, unlocking your team’s potential or simply learning from a diverse range of professionals, this podcast is for you. Together, we explore what great service looks like today, what’s changing and how you can stay ahead. Tune in for ideas you can take straight back to your venue, organisation or team.

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