The Michelle Pascoe Hospitality Podcast

This week we’re diving headfirst into the world of extraordinary customer and employee experiences with my dear friend and international guest, Marc Haine, all the way from beautiful Edmonton, Canada.

With over 30 years in hospitality, retail, and customer-facing industries, Marc brings a wealth of experience as a strategist, keynote speaker, consultant, and author of Lights, Camera, Action.

Marc and I explore what it truly takes to build a service culture that’s not
only sustainable but energising — for both customers and staff. We
discuss the evolution of the “incidental manager,” why onboarding should
really be “forever-boarding,” and how to empower middle managers with
the tools to lead confidently. We also touch on hiring for personality,
managing expectations, and how a little bit of performance mindset can
transform every touchpoint into a wow moment.

Whether you’re running a restaurant, retail store, or hotel, you’re going to find golden nuggets in this vibrant and heartfelt conversation.

So, let the curtain rise, and enjoy the show!

Link to learn more about Marc: https://marchaine.com/

In this energizing episode of the Michelle Pascoe Hospitality Podcast, I
sit down with marketing powerhouse Jenn Donovan—renowned strategist,
bestselling author, speaker, and the force behind viral communities like
Buy From a Bush Business and the Spend With Us marketplace.

We dive into the heart of rural and regional connection, discussing how
businesses and hospitality venues—especially clubs—can build engaged,
fiercely loyal communities, not just passive followers.

Jenn unpacks the essentials of community leadership, safe online spaces, and the art of meaningful storytelling that captures both locals and visitors alike.

We also explore how registered clubs can move beyond transactional
marketing and instead create lasting emotional engagement through
authentic storytelling and purposeful branding.

From social media strategies to multigenerational marketing and customer-centric messaging, Jenn shares practical, no-fluff advice you can act on today.

Whether you’re a small-town club, a business owner, or simply passionate
about your community, this episode is packed with actionable insights
that will leave you inspired to lead with connection, consistency, and
care.

You can find Jenn at: https://socialmediaandmarketing.com.au/

This podcast is interviewing one of the stalwarts in the Club and Hotel industry, Mr Mike Walker, who is retiring later this year after being with the Illawarra Catholic Club (aka Club Central) for the past 22 years and CEO for 16 of those years. In that time, Mike has overseen tens of millions of dollars in renovations. Mike has a strong work ethic and has some wonderful life quotes. Listen in to learn more and his thoughts on the role of the Operations Manager.

This episode is a little different to others as Michelle interviews herself. Returning from the Disney Institute CX Summit, she shares  what she took away and that you could implement into your organisation. She also reflects on her journey in the amazing Hospitality Industry, why these podcasts have come about, and her passion for the future leaders in the industry.

Known as the Confidence Coach, Kathryn Orford has spent her entire adult life empowering people to believe in themselves. Based in LA, Kathryn works with elite level athletes, performers, sales people and high achievers with 100% success rate. Kathryn is the author of the best-selling Australian self-help book, “Become Your #1 Fan.”

When it comes to interviews it is all about the first impression and in this weeks podcast I chat to Sharyn Buhagiar – Manager People Culture, Revesby Workers Club, on how to prepare and present yourself for an interview, as well as the importance of recognising the individuals within the team.