EPISODE 267 - PUT ASIDE YOUR MAKS & 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 their teams.

A must-listen episode for anyone in hospitality striving to grow as a leader and positively influence their workplace. 

EPISODE 266 - Building Unforgettable Client Experiences:  Insights from 30 years in Business

I loved being a guest on Poolside Perspectives with the amazing Ash Hartney owner of The Bathhouse talking about all things business.

Not just fluff but a deep dive into customer experiences, teams, leadership, perseverance in business and the drive to break through adversity and achieve your business goals.

Take a listen now on your favourite streaming platform.

The Bathhouse is amazing, take a look for yourself:  https://www.thebathhouse.com.au/?srsltid=AfmBOoqeZ4RL8Y7Tc_-m5Rjia7Q0FLcovpHVuEIhHhe_56ooGxxDrNqH

To listen to more amazing episodes of Poolside Perspectives go to:  https://podcasts.apple.com/au/podcast/poolside-perspectives-with-ash-hartney/id1771016254

EPISODE 265 - 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 true financial and time freedom
✨ Overcoming burnout and reigniting passion for your work

Whether you're a hospitality leader, business owner, or entrepreneur, this episode is packed with insights to help you thrive—both personally and professionally. 💼🔥

To learn more Miriam also has a free webinar https://miriamcastilla.com/freedomcode/

🔁 Share with a friend who needs some freedom and ease in their business!

EPISODE 264 - Mid First Shift Quitting - Make it Sticky and they won't Quit

💡 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 true sense of belonging, and customers keep coming back for more.

🔑 In This Episode, We Discuss:

✅ What “stickiness” means in the workplace and why it’s crucial for long-term success
✅ The 7 Steps to Stickiness—Andy’s proven framework for increasing employee retention and engagement
✅ How storytelling and "following the breadcrumbs" help businesses create authentic connections with employees and customers
✅ The biggest challenges in hospitality (like high turnover) and how leaders can tackle them
✅ The power of brand and culture alignment—ensuring that the promise matches reality
✅ Key leadership skills needed to foster highly effective, engaged teams

🏆 Why This Matters:

Without a strong culture and clear communication, businesses struggle to retain talent and deliver exceptional service. Andy shares practical strategies to build a workplace where employees feel valued, connected, and invested in the brand’s success.

📢 Whether you're a hospitality leader, business owner, or HR professional, this episode is packed with actionable insights to make your organisation stronger, more resilient, and ultimately, stickier!

🔗 Connect with Andy Goram:

📌 Podcast: Sticky From The Inside
📌 Website: Bizjuicer
📌 LinkedIn: Andy Goram

📅 Listen Now & Start Making Your Organisation Stickier! 🎧

EPISODE 263 - 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 restaurants can use data insights to improve guest experiences and customer retention
✅ The role of predictive modelling in driving upselling and cross-selling opportunities
✅ Key customer journey touch points hospitality businesses should focus on
✅ How smaller businesses can adopt strategies used by DMOs to attract more tourists
✅ The future of data technology in hospitality and how to stay ahead

Jim also shares an exclusive offer for my listeners—be sure to check the link in the show notes!

Key Topics Covered in This Episode:

🔹 Using Data to Enhance Guest Experiences: How hospitality businesses can leverage customer insights for personalisation and retention.

🔹 Predictive Modelling for Upselling & Cross-Selling: How hotels and restaurants can use data to predict next-likely-product purchases and drive revenue.

🔹 The Customer Journey & Key Metrics: The most important touchpoints and KPIs hospitality businesses should track to refine engagement strategies.

🔹 Small Business Strategies from Big-Scale DMOs: How independent operators can adopt proven marketing approaches to attract and retain more guests.

🔹 Future Trends in Data & AI for Hospitality: What’s next in marketing analytics, personalisation, and predictive intelligence in the industry.

Jim has a special exclusive offer for my podcast listeners! Click here to access it: https://rmg-usa.com/hospitality/

Connect with Jim Harenchar & Response Marketing Group:

🌐 Website: Response Marketing Group
📍 LinkedIn: Jim Harenchar

EPISODE 262 - 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—to exceed expectations
✅ The power of benchmarking in refining your service, compliance, and marketing strategies
✅ Why long-term data insights help businesses stay ahead of the competition

💡 Why Listen?
This episode is packed with actionable advice for hospitality leaders who want to create unforgettable guest experiences, backed by real data and decades of industry expertise.

📈 Trusted by clients for over 25 years, our insights help venues consistently raise the bar and stay ahead of the curve.

Learn More:  https://www.michellepascoe.com/mystery-shopping