Middle Management Movement By Michelle Pascoe

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.        

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.

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. 

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.

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 to John Jansen - Group Functions Manager at DOOLEYS. John lives and breathes hospitality and attributes his success in the Functions Industry to the patience, flexibility and positivity that he brings to each role. It's all about maintaining a high standard (both personally and professionally), effectively handling those inevitable mistakes, keeping the lines of communication open at all times and, most importantly, being genuine - with both your team and your clients. 

As Director of RT Hospitality Solutions and representative member of FCSI’s Asia Pacific Division, Toni Clarke knows the Food & Beverage industry better than most. Delivering a blend of operational experience with management expertise, she is a specialist in the development of Food & Beverage concepts. In this episode, Toni discusses how to successfully introduce new concepts into your venue and highlights some of the latest and most exciting consumer trends from both here and abroad. 

Making the transition from “Buddy to Boss” is not easy, and moving into a management position and learning how to effectively lead can be a challenge. In this episode, I discuss the importance of fairness, understanding and mutual respect within a team, and how to effectively manage your leadership transition by understanding your leadership style, promoting open communication within your team, and creating a workplace with shared core values.

This week I chat to Stuart Jamieson - CEO of Club Rivers. Stuart outlines his rise from frontline staff member to CEO and the importance of self-development along the way. He also discusses the impact of creating a positive team culture within your venue and building a sense of community spirit through local engagement and support.

This week I chat with Sue Currie, a leading personal branding and image management authority, and creator of the Shine Academy. Sue discusses the importance of cultivating your personal brand and professional image through the 4 key areas of Appearance, Behaviour, Communication and Digital Footprint (ABCD), and offers tips on how to put your best foot forward and dress to impress.

Michelle chats with the "Dynamic Duo" - Morgan Stewart (CEO) and Paul Allan (2IC) at Club Taree. The pair discuss the importance of engaging with and making a difference in the local community, as well as how to build those necessary long-term partnerships with local community groups. They also discuss the importance of having a deeper understanding of your Ideal Customer Avatar (ICA) and how it can help you to better align your business with the changing needs of your current and future clients, and ultimately plan for the future.

Time is precious, so what if you could find a way to add 2 extra hours to each day? Sally Foley-Lewis is a Productivity & Leadership expert, and has spent the last 20 years coaching, mentoring and developing people to be more productive. Today, Sally chats about making the time to take care of you, see the potential in your team and boost your overall productivity through 4 key boosters; Task Batching, Email Management, Time Chunking and Meeting Management.

This week I chat with Peter Humphreys - Director of Gaming Machine Operations, Star Casino, Sydney. Peter’s philosophy is “learning everything” and in each of his roles he has worked the frontline to get a better understanding of what they do before making changes and decisions that effect the team. Multi-skilling staff so it isn’t groundhog day keeps them engaged and enthused, and allows them to better connect with the guests and create a memorable experience that will have those guests returning. When you have 40,000 guests visiting each day it truly is all about the “customer experience”.

Jennifer Dignam is an International Change Agent with over 30 years experience in assisting multinationals with Change, Organisational Development, Learning and Human Resources. In this interview Jennifer speaks about Leaders leading from their heart to ensure that the transition through change is successful in the organisation.

In May this year, Kristen Green became the first Australian woman to win the International Health, Racquet & Sportsclub Association’s (IHRSA) Woman Leader Award. Kristen’s passion and commitment to the health industry has seen her build Aquafit into a highly recognised and awarded health facility in Australia.

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.

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."

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.

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.

Michelle interviews Ben Williamson - Group Workforce Manager, Club Central Group. Back yourself: if you never fail, you never learn.