The Michelle Pascoe Hospitality Podcast

In this episode, Michelle sits down with Sharyn Buhagiar, Chief People Officer at Revesby Workers’ Club, to uncover the real story behind people and culture in the hospitality industry.

With over 25 years’ experience, Sharyn shares her career journey from McDonald’s to the executive suite, offering insights into recruitment, workplace culture, and the future of hospitality careers. She also opens up about her work with Biyani House Women’s Shelter, championing community, education, and domestic violence prevention.

In this episode, Michelle and Sharyn cover:

• How hospitality offers long-term career pathways beyond casual jobs
• Recruitment and culture strategies that attract and keep great staff
• Why values-driven leadership is critical for team success
• The role of community partnerships like Biyani House in driving impact
• Practical steps leaders can take to support staff wellbeing

Next Steps & Resources

• Subscribe on Apple Podcasts, Spotify, or YouTube –> michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

• Join Michelle’s Leadership Newsletter for exclusive strategies –> michellepascoe.com/blog

• Visit Revesby Workers’ Club → rwc.org.au

• Learn about Biyani House Women’s Shelter → biyanihouse.org.au

• Support & Resources → 1800 Respect

In this episode, Michelle is joined by Lisa Even — keynote speaker, bestselling author, and creator of Have Good Ripple Effect.

Together they explore how visible leaders spark stronger cultures, build trust fast, and shape communities that thrive under pressure. From healthcare to hospitality to ESPN and Disney, Lisa shares how leaders bring “the weather” into the room and why presence is the most powerful gift you can give your team.

In this episode, Michelle and Lisa cover:

• Why leadership visibility is the spark for healthy communities
• How presence creates a ripple effect in culture and performance
• Practical tools (like the PB&J method) to build stronger teams
• Signs your culture may be quietly eroding — and how to fix it
• Why values must drive both accountability and recognition

Resources & Links

Connect with Lisa Even:

• Website: https://www.lisaeven.com/

• YouTube: https://www.youtube.com/@lisa_even/playlists

• Podcast: Have Good Ripple Effect

Next Steps

• Subscribe on Apple Podcasts, Spotify & YouTube –> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

• Join Michelle’s newsletter for weekly leadership insights –> https://www.michellepascoe.com/blog

• Work with Michelle through her Middle Management Movement and Customer Service Excellence & Engagement programs –> https://www.michellepascoe.com/traininganddevelopmentprograms

In this episode, host Michelle Pascoe sits down with Michael Johnson, inaugural CEO of Accommodation Australia, who guided the hotel sector through COVID-19, coordinated quarantine hotels with just 48 hours’ notice, and spearheaded the long-awaited merger of Australia’s two peak accommodation bodies.

Now retired from executive leadership, Michael is channelling his passion into ReLove, a Sydney charity furnishing homes for people escaping homelessness and domestic violence. By connecting hotels undergoing refurbishments with families in need, ReLove is also helping the sector achieve its ESG goals — a win for people and the planet.

Key Points

• How mentoring and saying “yes” can transform careers
• What Michael learned from crisis leadership during COVID-19
• Why the Accommodation Australia merger finally succeeded
• How ReLove is repurposing furniture to create dignity-filled homes
• Ways you can support the movement

Timestamps

• 0:00 – Intro
• 2:30 – From Diesel Mechanic to Hospitality
• 7:20 – Early Hotel Lessons & Mentors
• 12:15 – Culture Shock: Sydney’s King’s Cross
• 17:10 – Career Growth: F&B to Management
• 22:00 – Training as a Chef & Expanding Skills
• 26:50 – Leadership in Hotels & Transitions
• 31:40 – Steering TAA Through COVID
• 37:15 – Hotel Quarantine & Crisis Leadership
• 41:45 – Amalgamating Industry Bodies
• 45:55 – Lessons in Resilience & Adaptability
• 48:25 – The ReLove Initiative & Impact
• 51:20 – Global Potential & Closing Reflections

Next Steps + Resources

• Support Relove (donate quality furniture, volunteer, or partner via ESG); ⁠https://www.relove.org.au/⁠

Work With Michelle

Michelle Pascoe helps hospitality leaders build multigenerational teams, lift service standards, and embed values-led culture. Book customer service workshops, and middle-management programs tailored to clubs, hotels, and hospitality venues.

• Visit the website to learn more; ⁠https://www.michellepascoe.com/traininganddevelopmentprograms⁠
• Subscribe on YouTube, Apple Podcasts, and Spotify; ⁠⁠https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast⁠⁠ 
• Join Michelle’s newsletter for leadership, culture, and service excellence; ⁠⁠https://www.michellepascoe.com/blog⁠⁠

What does leading with empathy really look like in the club and hospitality industry? 

In this inspiring episode, Michelle speaks with Steve Edgar, General Manager of Coolangatta Surf Life Saving Supporters Club. With more than 20 years’ leadership experience, Steve has transformed workplace culture, guided his club through crises like the 2018 Commonwealth Games and COVID-19 border closures, and spearheaded the Essentially Coolie campaign, which secured $14 million for his community. He also leads Clubs for a Cause, raising awareness and funds for mental health programs.

In this episode, Michelle and Steve cover:

• How empathy transforms leadership in clubs and hospitality
• Mental health in the workplace – from stigma to support
• The story behind the Essentially Coolie campaign
• Steve’s passion project: Clubs for a Cause and “Walking with Mates”
• Practical ways leaders can build belonging and resilience in their teams



Timestamps

00:00 – Welcome
01:05 – Who Steve is: GM, culture-first leadership, crisis wins
03:40 – Empathy vs “leave your troubles at the door”
08:20 – Belonging: onboarding internationals, safe teams
12:10 – Purpose-led clubs: lifesaving mission & community hub
16:50 – Loneliness and real connection at work
20:05 – Culture hygiene: zero tolerance + wellness committee
24:30 – Right to Disconnect → “connect on their terms”
29:45 – Origin story: loss, reflection, why mental health matters
34:30 – First walk, $42k, holding space, real impact
38:50 – “Walking through the storm” year, burnout, formalising the charity
42:20 – “You don’t need to be a counsellor to care”
45:10 – Mental Health First Aid, listening skills, Healthy Heads workshops
49:00 – The tricky call-outs: “I’ve got anxiety” vs performance & fit
52:10 – Leadership advice: values, diversity of thought, repair after mistakes
54:10 – Essentially Coolie: border chaos, steady leadership framework
56:00 – Media momentum → funding relief; Orange Sky volunteering
57:30 – How to support Clubs for a Cause; upcoming sessions

Next Steps + Resources

✨ Subscribe to the podcast on Apple, Spotify, or YouTube → https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast 
✨ Join Michelle’s newsletter for leadership strategies and updates → https://www.michellepascoe.com/blog
✨ Work with Michelle – explore her training, programs, and workshops for clubs and hospitality leaders → https://www.michellepascoe.com/traininganddevelopmentprograms
✨ Support Clubs for a Cause → clubsforacause.com.au

Work With Michelle

Michelle Pascoe is a speaker, trainer, and consultant helping registered clubs and hospitality leaders build strong teams and thriving workplace cultures. Explore her leadership programs, frontline workshops, and mystery shopping programs to strengthen your team and future-proof your venue.

🌐 Website: michellepascoe.com
📲 LinkedIn: Michelle Pascoe

In this episode, Michelle Pascoe sits down with Jennifer Kahnweiler, bestselling author of The Introverted Leader and host of the Introvert Ally podcast. Jennifer is one of the world’s leading experts on introverts at work, and she shares practical insights from the third edition of her bestselling book.

Jennifer explains why introverts aren’t “quiet extroverts” — they draw energy differently. She introduces her proven 4 P’s framework (Prepare, Presence, Push, Practice) for building confidence, influence and leadership skills without acting out of character.

You’ll learn:

• Why introverts are half the workforce — and why that matters
• Jennifer’s journey from extrovert to introvert ally
• The 4 P’s: Prepare, Presence, Push, Practice (how to apply them)
• Frontline tips for hospitality and customer-facing roles
• Hybrid work strategies to help introverts thrive
• How leaders can adapt communication so every style contributes

Next Steps + Resources

• 🔔 Subscribe on Apple Podcasts, Spotify, or YouTube
• 📩 Join Michelle’s newsletter for weekly leadership & service insights – https://www.michellepascoe.com/blog
• 📘 The Introverted Leader (3rd Edition) – via Jennifer’s website: https://jenniferkahnweiler.com
• 🎙️ Introvert Ally podcast – https://jenniferkahnweiler.com/podcasts/

Connect with Michelle

Michelle Pascoe helps leaders in hospitality and beyond build standout customer experiences and cohesive, multi‑generational teams. Through workshops, coaching, and keynote speaking, she equips managers to lift service standards and retention.

• Website: https://michellepascoe.com
• LinkedIn: https://www.linkedin.com/in/michellepascoe/
• Book Michelle to speak or train your team: https://www.michellepascoe.com/contact

Are you negotiating with your team… but not yourself?

In this powerful conversation, Michelle Pascoe sits down with Glin Bayley, one of the world’s leading negotiation consultants, to unpack the true meaning of “full-spectrum negotiation”.

From inner dialogue to high-stakes deals, Glin reveals the missing link that’s holding back even the most experienced leaders.

This episode is a must-listen for hospitality leaders, frontline managers, and anyone navigating people, pressure, and performance in 2025.

WHAT YOU’LL LEARN:

• Why self-leadership is the starting point for negotiation

• Glin’s 7-year journey through identity, burnout, and reinvention

• How to manage emotional pressure in fast-paced service environments

• The VALUE framework for negotiating from clarity, not chaos

• The 5 Negotiator Types – and how to lead with emotional intelligence

🔗 RESOURCES & LINKS

Discover more about Glin Bayley and her work: https://www.simplyglin.com

Take the FREE “Negotiator Type” Quiz: https://thevaluenegotiator.scoreapp.com/

Explore Michelle’s Training & Development Programs: https://www.michellepascoe.com/traininganddevelopmentprograms

Book a Discovery Call with Michelle: https://www.michellepascoe.com/contact

📲 And don’t forget to share this episode with your team or fellow leaders – it might just change how they lead forever.

In this episode, Michelle sits down with robotics and AI leader Ramona Combrink, co-founder and CDTIO of Auto-M8 and Staff-M8, to bust the “robots steal jobs” myth and show how people-first automation stabilises teams and lifts service. Ramona explains why the next five years will strain labour pipelines, and how smart tech—think one-click rostering, rapid onboarding, and her Voice-M8 phone assistant—removes friction for both staff and guests.

From personalised welcomes to data-driven loyalty, she shares practical ways venues can deliver faster, friendlier experiences across six generations of customers. Ramona’s playbook is refreshingly simple: start small, fix one pain point (HR queries, phones, payroll, debt chasing, or shift fills), then scale what works.

She walks us through back-of-house wins—robots coordinating lifts, linens and late-night room service; AI dashboards giving leaders live visibility; and low-cost tools small operators can adopt faster than big chains. The result? Less burnout, better retention and more time for genuine, high-touch service.

To learn more about Ramona and Auto-m8 visit: https://auto-m8.org/voicem8 or https://auto-m8.org/podcast/ for a special podcast listener opportunity.

Leadership isn’t about being perfect — it’s about being present.

Inspired by her recent trip to the USA (including Disneyland, Cheesecake Factory & Moxie), Michelle shares eye-opening service experiences and what they teach us about emotional intelligence, middle management and creating memorable guest interactions.

Whether you’re a senior leader or a stretched middle manager in clubs or hospitality, this episode offers real, relatable insights and actions to help you lead with heart (not just KPIs).

What You’ll Learn

• Why Disneyland still sets the gold standard in hospitality leadership

• The “invisible” emotional toll on middle managers — and how to support them

• A surprising conversation with a Cheesecake Factory manager

• What Brene Brown gets right about leadership (and how to apply it in real life)

• 3 easy-to-implement leadership shifts to make this week

Resources & Next Steps

📧 Join the Free Newsletter for weekly leadership insights:
https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

🎓 Explore Leadership & Customer Service Programs:
https://www.michellepascoe.com/traininganddevelopmentprograms

📞 Book a Discovery Call:
https://www.michellepascoe.com/contact

Connect with Michelle

• Website: https://www.michellepascoe.com/
• LinkedIn: https://www.linkedin.com/in/michellepascoe/
• Instagram: https://www.instagram.com/michelle.pascoe/
• YouTube: https://www.youtube.com/@MichellePascoe

Rate, follow and share this episode if it sparked a new way of leading in you.

Hospitality deserves better leadership — and it starts with you.

In this week’s episode, Michelle shares fresh insights and personal experiences from the National Speakers Association Conference “Influence” in Scottsdale, Arizona. The conversation is all about customer experience – from building emotional loyalty and exceptional guest experience to embracing innovation in hospitality and retail.

Recapping incredible insights across the month of July from Dr Samantha Worthington, Jenn Donovan, Marc Haine and Steve Sidd, Michelle explores:

• Why personalised kindness is free and delivers exceptional returns.

• Tips for creating emotionally-connected, high-performing teams.

• The role of storytelling and care in amplifying brand loyalty and guest engagement.

• Real-world lessons from venues like The Cheesecake Factory, where team culture, leadership, and proactive service make all the difference.

• Practical examples from retail—including a behind-the-scenes peek at Macy’s—demonstrating frontline staff impact on customer experience.

• The importance of leadership that supports, not micromanages.

• Encouragement to audit not just what guests expect, but how they feel—from entry to exit.

• A call to empower your team to turn everyday interactions into memorable moments, building long-term loyalty—both for your guests and your staff.

Tune in for a passionate, practical look at elevating your hospitality venue or business through intentional, emotionally rich service—and leave inspired to set the stage for your own team’s success!

To learn more about Michelle’s services, visit: www.michellepascoe.com

This week Michelle sits down with Steve Sidd, a leading figure in hospitality management and consulting, with over 28 years of experience. Despite a winter cold, Michelle couldn’t miss the opportunity to talk with Steve, whose journey in the industry—from opening his first restaurant at 18 to now managing over 13 venues and 350+ staff—offers powerful insights for hospitality professionals and business leaders alike.

Steve shares pivotal moments from his career, the importance of nurturing and promoting talent within teams, and why staff retention is crucial for long-term business success. Discover how Steve and his company, Catering HQ, use automation and AI to streamline operations—freeing up staff for better customer service and a more rewarding workplace.

You’ll also learn about “Hospo in a Box”, Steve’s innovative franchise system crafted to support small and regional venues struggling with staffing and operational challenges. Hear how this solution offers everything smaller operators need, from menu development to tech-enabled management systems, helping ensure product consistency and profitability across Australia.

If you’re interested in restaurant management, hospitality industry trends, workforce planning, or how tech and people can work together for business growth, this episode is for you!

To connect with Steve and learn more about Catering HQ’s services, visit https://www.cateringhq.com.au.