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!

EPISODE 258 - SUMMER SERIES

Engage for Success Radio

Our ‘Summer Series’ concludes with a chat on bridging the gap between generations in the workplace. Andy Goram and I share strategies to get the best out of both Gen Zs and Baby Boomers—two generations with unique strengths and perspectives.

With four generations in the workplace and six generations of customers, communication and collaboration are more critical than ever. This episode offers actionable insights to help you connect your team, elevate productivity, and create exceptional guest experiences.

Thank you so much for joining us over the past few weeks, and we look forward to resuming our BRAND NEW episodes on Wednesday 5th February, 2025.

EPISODE 257 - SUMMER SERIES

CX Passport

The next episode in our ‘Summer Series’ is my chat with Rick Denton on the 200th episode of CX Passport.  This episode is all about "scene setting".

A fantastic interview where we discuss all things customer service and the secret to hospitality business 1 year, 3 year, 5 year success.

Rick is a CX strategist and his motto is "I believe the best meals are served outside and require a passport".  I couldn't agree more.  Between us we have a wealth of experience, insights and a lot of stories.  Enjoy this episode.

To learn more about Rick go to https://www.cxpassportlive.com/

or join other CX Passport travellers to receive his weekly newsletter https://mailchi.mp/ex4cx/signup

EPISODE 256 - SUMMER SERIES

Shine on CX Show

Our ‘Summer Series’ continues with an episode that dives deep into one of the most pressing topics for today’s workforce: unlocking potential across generations. If you’re looking to create a workplace culture that engages and supports every member of your team—from Baby Boomers to Gen Z—this one’s for you!

In this episode, Claire Boscq and I discuss how businesses can better support employees of all ages, how to create a workplace environment where every generation feels engaged, and actionable tips to boost employee satisfaction and retention by bridging generational gaps.

As leaders, understanding the diversity within our teams is essential. This episode is packed with insights and strategies to help you cultivate a workplace culture that’s inclusive, dynamic, and ready to excel in 2025.

EPISODE 255 - SUMMER SERIES

PodVan Podcast

In the second episode of our ‘Summer Series’, I dive into the behind-the-scenes world of hospitality, leadership, and public speaking with former radio-personality Rabs. If you’re looking to elevate your business, your team, or your confidence on stage, this episode is packed with insights you won’t want to miss.

I break down what mystery shopping really involves and how it uncovers opportunities for businesses to improve their services, how I help businesses turn team members into confident managers by focusing on communication, values, and culture, and offer practical advice on how to engage listeners from the stage and manage those inevitable nerves.

EPISODE 254 - SUMMER SERIES

Top Floor Podcast explores the future of hospitality in conversations with guests from every corner of the industry. Come for the expert tips; stay for the Loading Dock stories.

In October, 2024 I was the guest on the Top Floor Podcast with host Susan Barry. This is a fabulous podcast that I highly recommend to anyone in the Hospitality industry.  Listen to the end for "Loading Dock" stories, it's a lot of fun.

"Michelle Pascoe is a Sydney-based expert in hospitality and customer service with over 30 years of experience. As the founder of her own consultancy and host of the Michelle Pascoe Hospitality Podcast, she helps businesses improve customer engagement and operational efficiency. Susan and Michelle talk about navigating the complexities of a multigenerational workforce.

Can we still ask employees to smile? Michelle digs into employee morale and the changing expectations of customer-facing roles.

A career-defining bad interview: Michelle recounts a shocking job interview that tested her values and ultimately led her to start her own business.

Navigating generational differences: Learn Michelle’s strategies for managing a workforce that spans Baby Boomers to Gen Z.

Leadership built on values: Michelle shares her no-nonsense leadership philosophy—know your values, live by them, and lead with integrity.

Consistency is king: From setting service standards to handling customer complaints, Michelle emphasises the importance of consistency."

TO LISTEN GO TO:  https://www.topfloorpodcast.com/episode