The Michelle Pascoe Hospitality Podcast

Perception is reality online and you have seconds to make a professional first impression. With over 575 million users around the world, your ideal clients, strategic partners and employers are not only on LinkedIn, they are ready to engage. This week I chat to Jo Saunders, an international LinkedIn strategist, author and social media educator, who shares her insights into how to increase visibility, amplify authority and earn influence using LinkedIn and social marketing tools.  

This week I chat with Rosie Vrancic – Operations Manager at the DOOLEYS Group. Rosie began her journey with the organisation 17 years ago and attributes her rise through the ranks to stepping outside her comfort zone and embracing every opportunity that came her way. She believes in using her management role as a platform for empowering her team and sharing the experience that she has gained from others throughout her own journey.

We all know how important it is to know and understand your Ideal Customer Avatar, but it is just as critical to put the same time and effort into creating your Ideal Employee Avatar. Finding the right person for the right role can be difficult in any industry, but knowing what you’re looking for and staying focused on that can go a long way in simplifying the process. This week I discuss how to create your IEA and effectively use it to help fine-tune your recruitment and hiring process. 

Roslyn Ranse is a travel manager for iTravel Australia and has been facilitating seamless and memorable travel experiences for her clients for almost a decade. Her uncompromising regard for quality work and customer satisfaction earned her a nomination for the Travel Agent of the Year for Retail award in the National Travel Industry Awards in 2017. Whatever your travel needs, Roslyn’s exceptional customer service and keen attention to detail will ensure a ‘stress free’ and enjoyable corporate travel experience every time. Visit Michelle Pascoe Podcast to find out more.

While every company wishes to create emotional and memorable customer experiences, service failure is often the most emotionally-engaging interaction and the one that customers are most likely to share – everywhere! This week, I chat about the importance of service recovery and how to pursue reconciliation of the relationship, not just resolution of the issue. It requires extending your understanding of the patron far beyond the boundaries of traditional service criteria and never underestimating the power of a sincere apology.

This week I discuss the challenge of engaging with and meeting the expectations of an intergenerational workforce and clientele. How do we cater to all these different and equally important needs, and successfully bridge the gap between the 5 generations that now exist in our venues? Understanding the unique qualities, values, experiences, communication styles and customer service expectations of each individual demographic is a good start.

This week I chat with Nicole Hendley – Operations Manager at the Club Central Group. Nicole has risen through the ranks of the Club Industry and knows the importance of pursuing what you’re passionate about in order to achieve success. Your ability to learn from the people that inspire you, create a workplace culture based on support and mentorship, and adapt your management style to suit an intergenerational workforce are also important skills for navigating a highly competitive and rapidly changing industry. 

Dr Neryl East is a highly qualified and experienced expert on media, communication, credibility and reputation. She works with leaders and teams who want to stand out, accelerate their success and avoid costly reputation mistakes. In this episode, we discuss the power of credibility and the skill to communicate with impact, and the most effective ways to elevate your executive performance and transform your team.

At some stage you will find yourself standing at the front of the boardroom table and presenting to Directors, Senior Executives or Stakeholders. This is your moment to ‘shine’ and share your research, ideas, project updates or even financials. You — and maybe also your team — have worked hard to bring this information to the table. So it is critical that is imparted with professionalism and enthusiasm, making those gathered around the table keen to learn more. The key is preparation, practice and passion, and today I share my top 10 tips to create a memorable impression when it counts most.

Brette Rowley is a business and marketing strategist, entrepreneur, and creator of the Side Hustle Starter Kit. She has worked with growth-oriented businesses as a marketing consultant for over 8 years and in almost every industry from finance, retail, medical, and even world-renowned speakers. Today, you can find her brainstorming with clients, implementing marketing strategies, celebrating successes, and helping as many entrepreneurs as she can find to grow their businesses. What to expect from her? Straightforward and actionable business advice, revenue-focused strategies, and a customised approach to business growth. Visit www.bretterowley.com for more information.