Middle Management Movement By Michelle Pascoe

In this episode, I’m joined by Debbie Dickson from The Ary Toukley for a thoughtful and deeply grounded discussion about what community leadership really looks like in clubs and hospitality. We talk about responsibility, visible leadership, staff education and why venues can play such an important role in helping people feel safe, seen and supported. Debbie shares how her club responded to the reality of domestic and family violence in their local area, the steps they’ve taken to educate staff, and why culture and leadership inside a venue matter so much. This is not about grand gestures. It is about being intentional, practical and willing to lead in a way that builds trust across your team, your customers and your wider community. This episode will resonate with hospitality and club leaders who want to build stronger teams, safer spaces and more meaningful community impact through everyday leadership. If you enjoyed this episode: ⭐ Follow the podcast on Spotify⭐ Share this episode with a hospitality lea

When service pressure builds, leadership matters more than ever. In this episode, Michelle Pascoe speaks with Damien Schofield about resilience, calm leadership, communication and team connection in high-pressure environments. Drawing on his experience across security, military support and the Younger Heroes program, Damien explains why teams look to leaders for tone, stability and trust when things get tough. For hospitality and registered club leaders, this episode offers practical insight into how customer service, staff culture and visible leadership shape team performance and community impact. From supporting people under pressure to building stronger internal culture, the conversation shows that connection starts inside the team before it is ever felt by customers. This is a powerful episode for venue leaders who want to create calm, capable teams and stronger community reputation through leadership that is steady, human and values-led. If you enjoyed this episode: ⭐ Follow the podcast on Spotify⭐

Community is often spoken about as a brand value, but in this conversation, Michelle Pascoe and Christopher Hill unpack why it is also a practical strategy for creating better experiences, stronger leadership and deeper loyalty. Christopher shares how his work in purpose-led travel was born from a life-changing moment in South Africa and how that experience shaped a business model built around connection, contribution and legacy. While his world is travel, the lesson for hospitality and clubs is clear: people want to feel part of something meaningful. This episode explores the idea that connection starts internally first. When teams feel purpose, belonging and care, that culture flows outward into the customer experience. Guests feel it. Communities notice it. Reputation grows because people trust what feels genuine. Michelle also draws out a valuable lesson for venue leaders: community is not separate from service. It is part of service. It is found in how people are welcomed, how teams are led, how safe

What will customer service look like in 2026? In this episode, Michelle explores how the future of customer experience in hospitality is being shaped by culture, leadership, employee wellbeing and meaningful measurement. Drawing on insights from recent conversations with hospitality leaders including Andy Goram, Anna Sebastian and Danielle Richardson, we unpack the real drivers behind exceptional guest experiences today. In this episode you’ll learn: • Why customer service starts with employee experience and workplace culture• The biggest challenges facing hospitality teams globally• How leadership impacts guest loyalty and engagement• Why training, wellbeing and communication are essential for service excellence• How mystery shopping and customer experience measurement help businesses improve service delivery We also discuss how hospitality venues can balance technology, innovation and human connection as the industry evolves. Finally, we explore how tools like mystery shopping, service audits and lead

When we talk about customer service in hospitality, the focus is usually on the guest. But the truth is exceptional guest experiences are created by teams who feel safe, supported, and respected at work. In this episode, hospitality consultant Anna Sebastian joins Michelle to explore why internal customer service — how leaders support and care for their teams — is the foundation of professional standards and guest service excellence. With more than 15 years of experience in luxury members clubs and Forbes Five Star hotels including The Savoy and The Langham, Anna shares insights from across the global hospitality industry. Together, we unpack how businesses can strengthen psychological safety, workplace accountability, and team wellbeing to create stronger teams — and better customer experiences. Because in hospitality, the way we treat our people shapes the way guests are treated. In this episode we explore: Why internal customer service drives external guest service The connection between ps

How do you create unforgettable customer experiences? The answer might not be where most hospitality leaders are looking. In this episode, Michelle sits down with culture and leadership expert Andy Goram to explore the powerful link between employee experience and customer loyalty. Drawing on decades of hospitality and leadership insight, Michelle and Andy unpack why the best guest experiences start behind the scenes — with engaged teams, strong culture, and leaders who remove friction for their people. Andy, founder of Bizjuicer Consulting and host of the Sticky From The Inside podcast, shares how organisations can transform service from transactional to truly memorable by focusing on belonging, contribution, and connection. If your venue or business is focused on fixing customer experience from the outside in, this episode will help you rethink the strategy — and discover why the inside-out approach creates the most loyal customers.

How do you modernise hospitality without losing its heart? In this episode, I’m joined by Danielle Richardson, Joint Director of the Laundy Hotel Group and a fourth-generation leader in Australian hospitality. We explore customer service, community connection, brand positioning and the future of pubs in a rapidly evolving landscape. Danielle shares how growing up in a family hospitality business shaped her leadership, why she forged her own corporate path first, and how marketing, brand strategy and supplier partnerships now influence the way Laundy Hotels operate today. We dive into: Why hospitality must put people before process How AI and digital systems can enhance (not replace) human connection The evolution of modern pubs as community lounge rooms Balancing heritage with innovation Creating career pathways in hospitality Leading as a woman in a traditionally male-dominated industry Retaining talent through flexible leadership From Watsons Bay to regional community venues, Dani

Is Gen X the most overlooked leadership generation? In this episode, Michelle unpacks the powerful leadership insights from this month's conversations with Kimberly Malcolm, Karen Maher and Michael Kelly — and a surprising theme emerges: Gen X leaders are quietly shaping workplace culture, communication and the next generation of leaders. From psychological safety and respectful workplaces to calm communication under pressure, this episode explores how middle managers and senior leaders are bridging generational gaps while carrying the weight of the “club sandwich generation”. You’ll discover why leadership isn’t learned from theory — it’s built through experience, responsibility and trust. And why supporting middle management might be the most strategic leadership decision you make in 2026. If you care about culture, customer experience and building future-ready leaders, this one’s for you.

Hospitality careers don’t follow straight lines — and that’s exactly where the opportunity lies. In this episode, Kimberley Malcolm, General Manager of Member Experience & Compliance at the Australian Hotels Association (Victoria), shares her journey from pouring beers behind the bar to shaping leadership, compliance and community across the hospitality and gaming sectors. You’ll hear practical insights on: Why “soft skills” are actually leadership superpowers How women can confidently step into leadership — even when the room doesn’t look like them The power of mentorship, sponsorship and genuine networking How hospitality venues remain the heartbeat of their communities This is a must-listen for hospitality professionals, emerging leaders and women ready to grow their influence without losing authenticity. Listen now & share with someone building their career in hospitality. Contact Kimberley AHA Website: www.ahavic.com.au State of the Industry Report: https://www.ahavic.c

How do leaders make a powerful first impression — before they even speak? In this episode, Michelle sits down with leadership communication trainer and pitch advisor Michael Kelly to unpack the subtle (but critical) skills that separate confident leaders from those who struggle to be heard. From body language and vocal tone to pausing, certainty, and executive presence, this conversation is packed with practical tools hospitality leaders can apply immediately — on the floor, in meetings, and under pressure. You’ll learn why people believe certainty before content, how to avoid rambling, and how to communicate with calm authority even when things go off script. If you lead people, pitch ideas, or manage teams in fast-paced environments, this episode is essential listening. Connect with Michael Website: michaelkelly.com.au Connect with Michelle Website: michellepascoe.com

Content warning: This episode discusses sensitive topics including sexual harassment and workplace safety. In this episode of The Michelle Pascoe Hospitality Podcast, we explore the leadership behaviours that create safer, more respectful hospitality venues — and why hope is not a strategy when it comes to workplace culture. Michelle is joined by Karen Maher, founder of Smart Culture and a leading WHS and cultural consultant, who brings over 20 years’ experience working across hospitality, government, and private organisations. In this episode, we discuss: Why leadership behaviour matters more than policies How hospitality culture has shifted — and where gaps still exist The real impact of sexual harassment on individuals, teams, and bystanders What strong leaders do differently to prevent unsafe behaviours How to build a speak-up culture that people actually trust Practical steps leaders can take to respond safely and supportively Why “hope” is one of the most dangerous workplace str

In this special end-of-year episode, Michelle wraps up the December theme of community and shares the most important leadership lessons from over 300 episodes and eight years behind the mic. From heartfelt stories with guests Clare Pearson (Little Wings), Paul Allan (Club Taree) and Natalie Hawkins (Cronulla RSL), to Michelle's own reflections on leadership, resilience, and culture, this episode is a reminder that AI may be advancing — but human connection remains irreplaceable. In this episode, Michelle covers: Why community is built one human moment at a time How connection protects teams from burnout and disengagement Powerful leadership lessons from clubs, charities and grassroots communities Practical ways to protect your energy during peak hospitality seasons Why teams thrive when leaders lead with heart, not just systems If you lead teams in hospitality, clubs, pubs, tourism or service industries, this episode will ground you in what truly drives engagement, wellbeing and sustainabl

What does real community leadership look like in 2025 and beyond? In this powerful episode, Michelle sits down with Paul Allan, CEO of Club Taree, to unpack how a regional club created one of Australia’s most impactful community-driven cultures. From raising over $1.6 million, to mobilising Gen Z teams, to conquering the Southern Alps and the Shitbox Rally, Paul reveals the systems, values and mindset that have shaped a decade of legacy-level impact. In this episode, Michelle & Paul cover: Where the Club Taree Community Team began — and why it worked How to inspire multi-generational teams (especially Gen Z) Leadership lessons from extreme fundraising challenges The power of vulnerability and authentic connection How to build a lasting community legacy inside your club CONNECT WITH CLUB TAREE Facebook: https://www.facebook.com/ClubTaree Community Team Page: https://www.facebook.com/profile.php?id=61575982781446 Community Challenge: https://www.clubtaree.com.au/c

What happens when community, leadership, and purpose collide? In this powerful conversation, Michelle sits down with Clare Pearson, CEO of Little Wings Australia, a not-for-profit providing free, life-saving air transport for seriously ill children across regional NSW and QLD. Together, they unpack the realities of country healthcare, the hidden impact on families, and the extraordinary volunteers who keep Little Wings in the air. Clare shares the childhood experiences that shaped her purpose-led leadership, the evolution of her values-driven culture, and the emotional stories behind their 400% service growth. Michelle & Clare cover: How Little Wings transforms healthcare access for regional families What real community connection looks like in action Clare’s leadership lessons from disability, anti-trafficking & child health The role of vulnerability in strong, sustainable leadership How businesses can build purpose-driven cultures that last Why “small acts” create the bi

In this episode, host Michelle Pascoe explores why community matters more than ever with Natalie Hawkins, Community Projects Manager at Cronulla RSL. Together, they unpack how connection, belonging, and local support networks have become essential in a post-COVID world — especially as loneliness rises across all generations. Natalie shares how Cronulla RSL has transformed from a traditional veterans club into a vibrant hub for micro-communities, support groups, veterans, defence families and locals seeking genuine connection. From the Service Recognition Card to War Animal Day and Trees of Hope, the club is redefining what modern community building looks like. This episode covers: How post-COVID micro-communities are reshaping the Shire How Cronulla RSL supports veterans through innovative programs The rising loneliness epidemic and how clubs provide safety + connection How clubs stay relevant across six generations Creative community initiatives: Trees of Hope, War Animal Day +

Are you struggling to step back without losing control? In this episode, Michelle breaks down the three pillars of scalable leadership, drawing on November’s conversations with industry leaders Sophie Paviour, Mark Condi and Chris Miller. You’ll learn why clarity, capability and systems are the real engines behind consistent performance, sustainable growth and confident leadership. Michelle shares practical ways to delegate without fear, elevate middle management, reduce firefighting, and build a team who think, decide and lead — not just follow instructions. In this episode, Michelle covers: Why “I can’t step back” is really a clarity problem How to delegate thinking — not just tasks — to grow leaders Why frontline staff often see risks earlier than executives The Clarity Equation: Vision + Values + Behaviours + Boundaries The power of early stretch opportunities Why middle management is the biggest bottleneck and the breakthrough point Next Steps + Resources

This week marks a very special moment — 300 episodes of The Michelle Pascoe Hospitality Podcast. We are truly grateful to every single person who has tuned in, shared an episode, subscribed, or joined us as a guest. Your support has kept this show growing, evolving and reaching leaders across the hospitality industry. Thank you from the bottom of our hearts. In this milestone conversation, Michelle sits down with Mark Condi, CEO of Duxton Pubs, to explore how one of Australia’s fastest-growing pub groups continues to scale while protecting the soul of each local venue. Mark shares his journey from duty manager to CEO, what he learned from Merivale, and how Duxton is navigating the challenges of talent, culture, technology and customer expectations. His insights on leadership communication, empowerment and community connection are especially powerful. Here’s to 300 episodes — and to the incredible community that made it possible. Resources & Links Visit the Duxton Pubs website: https://www.duxtonpub

In this inspiring episode of The Michelle Pascoe Hospitality Podcast, Michelle Pascoe sits down with Sophie Paviour, Associate Product Manager at Aristocrat Gaming, to explore how a new generation of women is redefining leadership in the gaming and hospitality industry. From starting as a gaming attendant at 18 to joining Aristocrat’s APAC Future Leader Program, Sophie shares how early lessons, mentorship, and her “stage lights” mindset shaped her path — and the two career rules she lives by: build your network and stay humble.

In this episode, host Michelle Pascoe sits down with global crisis and risk management expert Christine Miller. Together, they unpack how CEOs and executives can close the "leadership gap" by transforming uncertainty into strategic opportunity. Drawing on decades of global work with the World Bank, Asian Development Bank, and emergency services, Christine reveals how empowering your mid-level leaders to assess and manage risk protects your brand, culture, and bottom line. Michelle and Christine discuss: The real leadership gap — how excluding middle managers from risk decisions weakens organisations Crisis-tested lessons from Christine’s global disaster work with governments and corporations Why proactive risk management fuels innovation, culture, and trust The role of AI in risk, resilience, and real-time decision-making Practical steps to embed “risk thinking” in leadership systems Resources & Links Contact Chris directly: chris@b4crisis.com.au Access Risk & Risk Management r

In this episode, Michelle Pascoe — hospitality trainer and mystery shopping expert — reveals why mystery shopping is the most honest, confronting, and powerful feedback your business will ever receive. Learn how to see your business through your customer’s eyes, balance AI data with human emotion, and turn every piece of feedback into action that boosts loyalty, consistency, and connection. Michelle shares real stories from Tracy Sheen, Emily Stanton, Janice Laraine, and Nathan Toleman — four leaders redefining hospitality with courage, purpose, and empathy.