The Michelle Pascoe Hospitality Podcast

After listening to one of my earlier podcasts Jason Manning CEO of Pittwater RSL contacted me and said he had some really strong opinions on diversification and wanted to have a conversation – so here we are Podcast 38.

Jason examines the overuse of the word “diversification” within the industry and how clubs need to ‘diversify’ in order to replace lost revenue.

When taking on the role of CEO at Pittwater RSL it was mid project of a large renovation. He discusses the challenges of not knowing the plans and brief of the project plus the challenge of being over budget. 3 Years on heading up a beautifully renovated club Jason discusses his role and the team who have made this a successful renovation and vowing to never use the word diversification again!

I don’t know about you but this time of year my inbox has been inundated with emails on how to plan for 2019. Here in Podcast 39 I wanted to take you away from planning and simplify it with direction. If we were to play a game of word association how would the following words make you feel and think – Reflect, Realign and Reboot!

As I reflect on 2018, I discuss how to realign yourself so that your values are congruent with oneself and business and how to reboot your inner critic for 2019.

Ready, set, go!

What makes a venue successful?  Is it the fancy lights, attractive decor, hottest entertainment or the best food in town?  It can be all of these, however, if it is delivered by a team member with a face like thunder or they’ve just sucked on an unripe grape fruit, then it doesn’t matter how great the scenery and facilities are the only thing that the guest will remember is the “team member(s)” and the negative customer service that creates a lifetime memory that stops them from returning, recommending or referring others.

This is part 1 of the 12 Challenges of Building a VIP Team.  Who are the Skunks and Puppy Dogs in your organisation? It’s all about “building a team, not a group of individuals”.

The recruitment process starts with a comprehensive Job Description well before the employment ad is written.  Knowing what you need when it comes to skills is easy it’s the attitude that takes a little more time to get right.  What is the culture of your organisation and what are the behaviours and traits of your leadership and frontline team?

For more information on hiring Introverts take a listen to my previous Podcast Episode 30 where I spoke to international authority Jennifer Kahnweiler, PhD, CSP, from Atlanta, Georgia who has written many books on Introverts in the workplace.

Assessing a candidate from a covering letter and resume is not always easy as some people are great at communicating verbally but when it comes to writing it doesn’t always come out the right way.  As a recruiter you need to read between the lines.  I know when I read resumes I imagine their voices.  Do you? or am I the only one?  In this podcast I cover the assessing, hiring and REFERENCE CHECKING CANDIDATES.

Don’t wait for the first day to commence the “connecting conversations” with your new recruit welcome them beforehand and you will have someone invested in your business before they walk in the front door.  In this podcast I look at the building of loyalty and trust through the induction process and ongoing assessments ensuring that both the employer and recruit are feeling valued and welcomed.  

I love the hospitality industry and the opportunities it offers to so many people so how does a manager handle the Intergenerational workforce because they do not think alike, act or respond the same.  In this podcast I talk about the challenges and allowing them to question the sacred cows in the business and they want to lead.

Creating a Workplace of Choice is more than having a welcoming culture (which is critical) it’s also having a welcoming, secure and safe environment.

The “staff room” is one such area that is overlooked, becoming the storage for old promotions and Christmas decorations.  

The essence of a “workplace of choice” is a place where people choose to work because they love what they do, and they really enjoy both the people they work with and the people they are there to serve.