Middle Management Movement By Michelle Pascoe

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!

When I last spoke with Paul (Episode 3) he was the executive Chef at Campbelltown Catholic Club and about to take the leap of faith, move out of the area and start his own consultancy firm, Chef Paul Rifkin - www.chefpaulrifkin.com.au Today we talk about a wide range of topics: business, career decisions, service, planning and audits. As we talk business we establish the benefits of mentors, how they help to see value in yourself and your business, we also acknowledge his nerves with his new venture even though Paul is a well-established, experienced and successful chef. How being a chef is a great career and not to be scared off by those who say shift work is hard as it is a rewarding and satisfying career. Paul and I go on to talk about how simple food done well creates the ‘wow factor’, Tips on how staff can handle diners at this busy time of year and how he has become a mentor within his new business. Listen now to this fantastic Podcast where we learn so much with the amazing Paul Rifkin.

With all the craziness of this time of year, I thought I would take this opportunity to review and reflect. Looking back at my first podcast interview with Douglas Kirkham (CEO of Canada Bay Club) we discuss the why, why do we do what we do? Douglas reflects on his many years in service, why he was drawn to the hospitality industry and we also discuss automation within the club sector. Now is a great opportunity to asses and look at what we do, why we do it and what are the changes we are going to make for the coming year. Possibly a change in roles, broadening our own professional development or maybe even considering travelling into a completely different direction. Enjoy the podcast and then take this time to reflect and think how you can prepare yourself for 2019.

Whether technology is your friend or foe, you cannot deny apps and desktop tech tools create an opportunity to seamlessly and efficiently manage both your business and personal life.   On this week’s Podcast I discuss a few tools and apps I use that helps with work flow,  connecting with my employees, maintaining productivity, integrations within my website along a very exciting announcement for our OOPS clients that sees OOPS launched on The App Store and Play Store later this week.

We have all been there, at that fine line when trying to navigate through the recruitment process, do we hire the team based on a team we want or is it due to expansion, need and desperation? As if recruiting isn’t stressful enough;  How many times have you hired out of desperation only to feel regret, disappointed and frustrated! In this weeks podcast I talk about 4 top tips that will help you find the best possible candidate. Think Right person, Right Role! Join me as I discuss what are the dangers when hiring too quickly, especially when you hire from the heart and not your head.  Why it is better to hire slow and if necessary fire fast and also what it takes to retain good employees.                                                                                          

This week I talk about recognising that patrons understand their environment and gather their impressions through sight, sound, smell, touch and taste. What you see and what you don’t see is equally important, along with using music to create an ambience. How about smell? The aroma of coffee beans so alluring you have to try that cute little café! Thinking of texture and its tactile properties is an important one, our skin is the largest organ in the human body and is a ‘must’ when thinking about the patron experience. Lastly taste, food is probably the most important draw card,  what you offer, how fresh the produce is and whether you cover a variety of dietary requirements. Listen now to learn how to deliver a VIP customer service experience that appeals to all five senses.                                                                                 

Serena ‘Dot’ Ryan is an award winning Digital Marketer who is a contributing writer for the largest Social Media Education website in the world, Social Media Examiner. In 2014, Serena created ‘Serena Dot Ryan®’ a digital marketing agency specialising in education and optimising online presence. Serena's belief is that knowledge is power so it is essential to continuously learn digital marketing. However, it can be hard to see clearly what you should be doing to get the best results for you and your business. So where do you start? To improve or make the most of what you have access to in digital marketing, you need to know what is possible beyond what you already know, you need the opportunity to discover and learn new things. To start your digital marketing learning journey and take advantage of our special offer, visit http://michellepascoe.com/podcast/.

In this episode I interview Glenn Cushion, CEO of Ingleburn RSL Club. Glenn has been in the Registered Club Industry for a number of years, starting off in the Bar and General Duties at Bankstown Sports Club and quickly moving through the ranks by taking on positions where he had the opportunity to develop his professional skills. He has now been in the position of CEO at Ingleburn for 7 years. Glenn has always believed in asking for more, learning from others and continual self improvement through external courses and conferences. His leadership at Ingleburn RSL has seen the Club grow from strength to strength and undergo a number of renovations, with the most recent opening of a newly renovated dining and bar area, and the successful introduction of a premier pay for play entertainment facility for children, Tabatinga. 

Jennifer B. Kahnweiler, PhD, CSP, is an author and global speaker hailed as a “champion for introverts”, helping introverts throughout the world expand their leadership capacity. Too many introverts assume—or have been told—that to rise through the ranks they have to change who they are. But you don’t have to pretend to be an extrovert to get to the top. Today Jennifer discusses how introverts can build on their quiet strength and make it a source of great power, and provides some tips on how leaders can shape a more introvert-friendly workplace, customized hiring and coaching strategies for introverts, and the positive correlation between introverted leadership and company performance. For more information visit https://jenniferkahnweiler.com.

Brenda Eckstein is an international executive coach, speaker, author and conference facilitator who specialises in strategy, leadership development, and training. As an experienced Executive Coach, Brenda specialises in helping CEO’s, professionals and others in senior positions to shift their ‘way of being’ so that they are able to turn their ‘stumbling blocks’ into ‘stepping stones’ in all areas of their lives. Today Brenda shares her tips on how to find and choose the right coach to inspire you to achieve your full potential and sustain your well-being. To learn more and take advantage of Brenda's special offer, visit www.strategy-leadership.com.

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.

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.

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.

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. 

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.  

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.