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

EPISODE 261 - From Dimes to Dining Brilliance - "So You want to open a Restaurant"!

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 sustainability.

With experience across the US, Mexico, the Caribbean, and the Middle East, Chris discusses global trends shaping the restaurant industry and how operators can adapt. As the host of Corner Booth Podcast, he reflects on the most inspiring lessons from his conversations with restaurant entrepreneurs. Whether you're a first-time restaurant owner or an industry veteran, this episode is packed with actionable insights to help you thrive. Tune in now! 🎧

Key Takeaways:

✅ A strong restaurant concept is built on consistency, adaptability, and financial discipline.
✅ Service is still a critical element, despite industry challenges—operators must find innovative ways to maintain high standards.
✅ Understanding the 3 P’s (People, Product, and Process) is essential for long-term sustainability.
✅ First-time entrepreneurs must prioritise budgeting, location strategy, and operational efficiency.
✅ Global trends such as digital transformation and experiential dining are shaping the industry.

🔗 Connect with Chris Tripoli:

• Corner Booth Podcast
• Website: https://www.christripoli.com/
• Connect on LinkedIn

EPISODE 260 - 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 negativity, fostering a positive team dynamic, and using humour to enhance customer experiences.

Get ready for big laughs and even bigger takeaways as we discuss how intentional leadership shapes culture, why humour is a competitive advantage, and how businesses can boost morale, teamwork, and guest satisfaction. If you want to create a thriving, engaged workplace, this episode is a must-listen! 🎧✨

Learn More about Michael Kerr and to order his books and to have a laugh. 

https://mikekerr.com/

EPISODE 259 - HEALTHIER HOSPITALITY:  WHY MENTAL HEALTH MATTERS IN THE INDUSTRY.

FIRST EPISODE FOR 2025 AND IT'S VERY SPECIAL

📢 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 hospitality. From founding Barstool Brothers, a grassroots men’s mental health group, to launching Healthier Hospitality, an education program tackling workplace stress, Daniel’s mission is transforming lives across NSW and beyond.

Tune in to hear how collaboration with NSW Health and the State Government is helping deliver vital mental health support to venues, and why hospitality businesses must take proactive steps to care for their teams. If you’re passionate about leadership, resilience, and the future of hospitality, this is an episode you won’t want to miss!