Middle Management Movement By Michelle Pascoe

In this week’s episode, I sit down with a true pillar of the registered club industry—Paul Barnett, CEO of Mingara Leisure Group and a leader whose legacy spans more than two decades of growth, innovation, and heart. From starting his career in government and liquor and gaming regulation to transforming a one-venue operation into a five-venue community powerhouse, Paul shares the behind-the-scenes journey of amalgamations, leadership lessons, and the strategic vision that has shaped Mingara into the thriving group it is today. His insights into building culture, retaining top talent, and knowing when to say no (even when it’s tempting to say yes) are absolute gold for any leader in the hospitality space. Paul’s leadership is grounded in values, authenticity, and genuine care for his people and community. We talk about creating destinations with purpose—like the opening of the new Encore Hotel and the vision for early learning centres and retirement living—and how important it is to keep the heart of servi

In this heartfelt and insightful episode, I sit down with not only a highly respected CEO but also a dear friend of over 25 years – Glenn Cushion from Ingleburn RSL. From humble beginnings as a plumber saving for a house deposit to leading one of Sydney’s most community-driven clubs, Glenn shares his incredible journey through the registered club industry. We explore how a "second job" became a lifelong career and how opportunities, culture, and people have shaped his leadership style. His passion for the industry, especially the value of human connection, shines throughout our chat. Glenn and I delve into the exciting redevelopment of the Ingleburn Bowling Club, the importance of aligning team values with workplace culture, and what it truly means to lead with purpose. We also touch on intergenerational workplaces, employee engagement, and the future of clubs amidst regulatory and technological changes. Whether you're a club manager, team leader, or someone exploring a career in hospitality, this episode is

Businesses in 2025 are flooded with digital noise—but what if standing out was as simple as picking up the phone or posting a handwritten note? In this solo episode, I’m going to take you behind the scenes of my recent speaking tour across Far North Queensland (FNQ), where I connected with 97 passionate small business owners. From Atherton to Port Douglas, I will share with you what’s really resonating with customers today—and spoiler alert, it’s not another email funnel. I dive into the power of warm calls, the charm of snail mail, and how getting back to basics can spark referrals, build loyalty, and create memorable brand experiences. Whether you’re just starting out or leading a large team, this episode is your reminder that connection still counts—and it’s often the simple, human touches that make the biggest difference. Grab your notebook (and maybe a teabag) as Michelle shares practical tips from her proven 3E Framework: Expectation, Experience, and Evaluation and start writing your Winning Customer Se

In this heartfelt and inspiring episode, I sit down with Chenelle Conquest, founder of Paws & Whiskers, a Southern Highlands pet care business driven by purpose, heart, and a lifelong love for animals. From secretly hiding a stray dog in her backyard as a child to building a thriving business that provides pet sitting, dog walking, and genuine peace of mind, Chenelle shares her journey from passion to profession. Her story is one of dedication, resilience, and creating a business that truly stands out through trust and care. We chat about the challenges of growing a team in a values-led business, maintaining exceptional customer loyalty, and how Chenelle differentiates Paws & Whiskers in an increasingly competitive market. If you're an animal lover, a small business owner, or someone curious about building a brand that balances heart and hustle, this episode is full of insights, warmth, and wagging tails.

In this insightful episode, I sit down with Kat Lynn, an award-winning food and product photographer, branding strategist, and passionate advocate for regional communities. Kat shares her journey from capturing culinary delights to helping businesses tell their authentic stories through visual branding. Listeners will gain valuable insights into the importance of storytelling in photography and how it can elevate a brand's presence in the market. Kat also delves into the challenges and triumphs of working with regional communities, emphasising the significance of connecting with local businesses and understanding their unique narratives. Her dedication to customer experience design and her role as a regional community connector highlight the impact of personalised branding strategies. This episode is a must-listen for anyone interested in the intersection of photography, branding, and community engagement.

Ever dreamed of opening an Aussie pub… in Sweden?

Leadership isn’t just reserved for those with titles. In this solo episode, we explore how frontline team members—those on the ground, face-to-face with guests—can be the most influential leaders in any hospitality environment. Discover how everyday leadership shapes team culture, elevates the customer experience, and sets the tone for service excellence. Whether you're a manager or a team member, this episode offers insights and inspiration to lead where you are.

Join me for an inspiring conversation with Michelle Baillie, General Manager of Skycity Entertainment Group in Hamilton, New Zealand, as we dive into authentic leadership. Michelle shares her wisdom on leading without masks or ego, embracing courage and kindness, and cultivating sponsors who advocate for your success—even when you’re not in the room. Discover the power of saying "yes" to new opportunities, leveraging transferable skills, and understanding the profound impact leaders have on their teams. A must-listen episode for anyone in hospitality striving to grow as a leader and positively influence their workplace.

Are you ready to trade burnout for freedom and ease in your business? This week on The Michelle Pascoe Hospitality Podcast, I’m joined by the incredible Miriam Castilla—business mentor, bestselling author, and creator of the Magnetic Money Code.

In this episode, I sit down with Jim Harenchar, CEO of Response Marketing Group (RMG), to explore how hospitality businesses can leverage predictive modelling, data insights, and personalised marketing strategies to enhance customer engagement and drive business growth. With over 35 years of experience, Jim shares how RMG helps brands like The Ritz Carlton, Georgia Tourism, and Arkansas Tourism create game-changing outcomes through data-driven marketing strategies. We discuss:✅ How hotels and restaurants can use data insights to improve guest experiences and customer retention✅ The role of predictive modelling in driving upselling and cross-selling opportunities✅ Key customer journey touchpoints hospitality businesses should focus on✅ How smaller businesses can adopt strategies used by DMOs to attract more tourists✅ The future of data technology in hospitality and how to stay ahead Jim also shares an exclusive offer for my listeners—be sure to check the link in the show notes! Key Topics Covered

In today’s episode of The Michelle Pascoe Hospitality Podcast, I'm diving deep into the strategies that help hospitality businesses thrive in an ever-evolving landscape. I’ll guide you through how data, measurement, and benchmarking can transform your venue into a VIP destination for every guest.

In this episode, I sit down with Chris Tripoli, a hospitality industry veteran with over 45 years of experience as a concept developer, owner-operator, and restaurant consultant. Chris shares the key ingredients for building a successful restaurant, from the foundational elements of a winning concept to navigating industry challenges like rising costs and staff shortages. He also dives into his Tripoli 10 Commandments, including the 3 P’s, and why financial discipline is crucial for long-term sustainability. With experience across the US, Mexico, the Caribbean, and the Middle East, Chris discusses global trends shaping the restaurant industry and how operators can adapt. As the host of Corner Booth Podcast, he reflects on the most inspiring lessons from his conversations with restaurant entrepreneurs. Whether you're a first-time restaurant owner or an industry veteran, this episode is packed with actionable insights to help you thrive. Tune in now! 

In this funny and insightful episode, I sit down with Michael Kerr, Canadian Hall of Fame Speaker and workplace culture expert, to explore the power of humour in the workplace. Michael shares why laughter is a game-changer in high-pressure environments like hospitality, how leaders can create service-first cultures, and the small moments that lead to extraordinary results. Drawing from his books The Jerk-Free Workplace and The Humor Advantage, he provides practical strategies for eliminating negativity, fostering a positive team dynamic, and using humour to enhance customer experiences. Get ready for big laughs and even bigger takeaways as we discuss how intentional leadership shapes culture, why humour is a competitive advantage, and how businesses can boost morale, teamwork, and guest satisfaction. If you want to create a thriving, engaged workplace, this episode is a must-listen!

In this powerful episode, I sit down with Daniel Chin, hospitality veteran and General Manager of Raising the Bar Foundation, to discuss his incredible journey from a racetrack bartender in Wollongong to spearheading a mental health movement in the hospitality industry. Daniel shares how his early experiences with poor leadership could have ended his career before it even started—but instead, he used them as fuel to build a community-driven initiative that supports mental well-being in hospitality. From founding Barstool Brothers, a grassroots men’s mental health group, to launching Healthier Hospitality, an education program tackling workplace stress, Daniel’s mission is transforming lives across NSW and beyond. Tune in to hear how collaboration with NSW Health and the State Government is helping deliver vital mental health support to venues, and why hospitality businesses must take proactive steps to care for their teams. If you’re passionate about leadership, resilience, and the future of hospitality

In this episode, I sit down with the extraordinary Vance Morris, a Disney management alumnus who spent 10 years creating magical experiences at Walt Disney World. From leading the opening of the iconic Chef Mickey’s to running his own successful business, Vance shares how businesses of all sizes can apply Disney-style service principles to create unforgettable customer experiences. Vance’s unique journey—from security guard at a birth control factory to Disney leader, to a thriving entrepreneur—is full of funny, relatable, and inspiring moments. He opens up about the triumphs and setbacks that shaped his approach to leadership and customer service. Get ready to be inspired and take notes—this episode will have you thinking about all the ways you can Disnify your business! Learn more about Vance Morris: https://yes.deliverservicenow.com/