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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/
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In this episode I’m thrilled to welcome back, Christie Roser, Chief People & Culture Officer at Aristocrat, a global leader in the gaming and hospitality industry. With a team of over 9,000 employees worldwide, Christie brings unparalleled expertise and insight into building strong, inclusive workplaces.
Our conversation dives into the critical role of women in the gaming and hospitality industry and that without them the industry cannot grow or be successful. Christie shares powerful advice on how to “bite the bullet” and lean in with courage, overcoming hesitation, and leveraging the skills of those around you to build a supportive network.
We discuss the transformative impact of mentorship and the importance of joining organisations like Global Gaming Women (GGW) to advance your career and personal growth. Christie emphasises how collaboration, not competition can create extraordinary results in the workplace.
Tune in to hear Christie’s inspiring journey, practical strategies for developing leadership skills, and her vision for the future of the gaming and hospitality industry. Whether you’re aspiring to lead, seeking to empower others, or curious about fostering diversity in your organisation, this episode is packed with actionable insights.
Join Global Gaming Women https://www.globalgamingwomen.org/
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In this inspiring episode, I sit down with Kirsty Nancarrow, an award-winning former ABC journalist, passionate advocate for journalists, social justice, and gender equality, and now the Co-Director of eMotion Video & Media Training. Kirsty shares her incredible journey from working in hospitality in Sydney and the UK to becoming a leader in media training and storytelling based in Cairns, Australia.
We dive into Kirsty’s debut book, Himalayan Dreams: The Story of Som Tamang, an extraordinary tale of resilience and hope. Kirsty recounts how a life-changing visit to Nepal following the devastating 2015 earthquakes led her to tell the story of Som Tamang, a former child slave who has moved mountains to transform the lives of a generation in Nepal.
Our conversation also explores the importance of giving back to the community, overcoming PTSD, and building resilience through good habits like maintaining a strong sleep routine and embracing the power of a simple smile. Kirsty’s insights will leave you feeling empowered, reminding us all that we are stronger than we think.
You can learn more about Kirsty on YouTube or to order a copy of her book at https://www.kirstynancarrow.com/
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In this fascinating episode, I’m joined by the brilliant Mariya Radysh—TEDx speaker, author, university lecturer, and interpreter fluent in five languages. With an impressive five university degrees, Mariya brings a wealth of knowledge and personal insight to our discussion about one of the most complex personality types: the narcissist.
Mariya unpacks her extensive research on narcissism, offering eye-opening perspectives on how it impacts personal relationships, workplace dynamics, and even industries like hospitality. She shares actionable strategies for building self-confidence and courage, recognising and addressing gaslighting, and fostering healthier relationships.
We also dive into the surprising link between sleep, rest, and overall well-being—crucial elements often overlooked in high-pressure environments. Whether you're navigating personal challenges, managing a team, or seeking to understand how narcissism can shape the hospitality experience, this episode offers powerful tools and practical advice to help you thrive.
💡 Tune in for an engaging, thought-provoking conversation that will leave you equipped to face life's challenges with clarity and confidence. Don't miss it!
🎧 Listen now and take your first step toward understanding the narcissist and empowering yourself!
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In this episode I share insights from speaking at the Mystery Shopping Professionals Association - AP 19th annual conference in Hong Kong. Gathered together with representatives from all over Asia and beyond discussing global labour shortages, ageing populations and the impact on business growth through migration, work preferences and workplace conditions.
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In this episode, I sit down with Richard McLeod, hospitality veteran and co-owner of Loaded, a groundbreaking platform designed to transform the way hospitality businesses operate. With over 15 years of hands-on experience running a network of 12 diverse bars, pubs, and restaurants across New Zealand, Rich has built Loaded to be the ultimate operational hub, syncing all systems—labour, ordering, menus, and more—into one seamless interface. This real-time powerhouse gives owners and managers visibility over sales, margins, and profit, allowing them to streamline operations, reduce costs, and drive profitability.
Tune in to discover how Loaded is empowering over 10,000 hospitality leaders worldwide to run smarter, leaner, and more profitable businesses.
To Learn more about Loaded go to https://www.loadedhub.com/
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In this episode, I dive into the world of recruitment with Jenny White, CEO & Founder of White Now a powerhouse in the Club, Gaming, and Hospitality industry, known for her vibrant personality and immense dedication. With over 20 years of experience and 1,700+ clients, Jenny (aka "Wiz" on social media) has placed around 7,000 managers and team members, from large clubs to smaller venues, all while infusing her quirky humour and unwavering ethics into her work.
We explore the evolving landscape of recruitment and retention, salary packages, the unique needs of regional roles, and her initiative to connect club managers through a private LinkedIn group—a vital resource born during COVID that continues to support industry professionals. Don’t miss this engaging and insightful conversation!
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In this episode, I sit down with Christina Delay, Ph.D. the visionary founder of ALTINA Drinks, a company revolutionising the non-alcoholic wine industry with a scientific approach and a deep appreciation for native Australian botanicals.
With a background in Chemical Biotechnology and Plant Biology, Christina shares her personal journey of disrupting the beverage world. Motivated by the search for alcohol alternatives that retain the same complexity and enjoyment, she turned her expertise toward crafting unique, botanically infused wines.
Unlike other non-alcoholic wines, ALTINA avoids sugar and grape juice concentrates, opting instead for native Australian botanicals that offer depth and character, creating a taste experience celebrated worldwide.
In this engaging conversation, we explore:
Christina’s vision and how she brought ALTINA from idea to fruition, building it into a major player in the non-alcoholic wine space.
The meaning behind every element of ALTINA—from branding and labelling to ingredients—making the product a journey of discovery beyond wine.
Christina’s passion for mentoring startups, offering logistical and business guidance through her Canberra-based hub, fostering innovation and growth in the local entrepreneurial community.
Tune in for an inspiring discussion about disrupting industries, fostering innovation, and redefining experiences—without alcohol!
https://altinadrinks.com/
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In this episode, I speak with Arely about the groundbreaking two-day workshop Mounties is offering to the Club Industry—free of charge—focused on Domestic and Family Violence (DFSV). This initiative is the first of its kind in the industry, aiming to inspire similar efforts across other sectors.
With alarming statistics in Australia—where one woman is killed every week by an intimate partner, and one in four women have experienced violence—this workshop is a crucial step forward. Clubs from NSW, QLD, and VIC are coming together to develop DFSV Action Plans, equipping their teams and communities to create safer environments and drive meaningful change.
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In this episode, I had the pleasure of speaking with the dynamic Shivani Gupta—keynote speaker, business coach, author of eight insightful books, including her latest release “Getting Your People to Step Up” and a dedicated coach for women in business. Shivani shares her expertise on leadership, fostering team growth, and empowering employees to step up in challenging times. She also discusses her experiences in her early career path, business owner, employer and the critical lessons she's learned throughout her journey.
We dive deep into some key questions, including how to inspire teams to take initiative, strategies for overcoming obstacles in leadership, and Shivani's journey as a female leader in the business world. Shivani’s advice is a goldmine for business owners and leaders looking to cultivate a proactive and engaged workforce, and she offers thoughtful guidance for women aspiring to lead with confidence and impact. Don't miss this insightful conversation!
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In this inspiring episode, we sit down with 11-year-old Lennox Wade, a remarkable young leader who’s changing the world one snack at a time. At just three years old, Lennox founded Snacktember, a charity that started with a simple idea: to share unwanted snacks with kids who need them. Eight years on, Snacktember has evolved into a registered charity, collecting an astounding 1.4 tonnes of snacks—over 70,000 packets!—and expanding its reach across Australia and soon, globally.
Join us as Lennox shares her journey of building Snacktember overcoming the challenges of balancing school and charity work, and how her determination (and a little help from Mum) has inspired partnerships with organisations like Bunnings and Westpac, as well as schools and preschools in every state. You’ll hear about the heartwarming stories behind the snacks, the impact it has had on communities, and what’s next for this incredible charity.
Lennox’s story proves that age is no barrier when it comes to making a difference. Listen in to find out how Snacktember is tackling food insecurity head-on, and discover how you can get involved to help feed hungry kids and spread the message of generousity.
Tune in now for a dose of inspiration and hope, as Lennox Wade shows us all what it means to be a true change-maker!
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In this episode of The Michelle Pascoe Hospitality Podcast, we are joined by the incredible Shep Hyken, a world-renowned customer service and experience expert, researcher, and New York Times and Wall Street Journal bestselling author. Shep has dedicated his career to helping companies build loyal relationships with their customers and employees. With eight books under his belt, including his latest, “I’ll Be Back: How to Get Customers to Come Back Again and Again” and as the creator of The Customer Focus™, Shep knows a thing or two about crafting unforgettable experiences!
Get ready for a fun and enlightening conversation filled with laughter, practical tips, and valuable insights. We explore the fine line between service and experience, diving deep into what makes each unique and essential in today’s competitive landscape. Shep shares stories of memorable customer moments from global brands, revealing the secrets behind their success and how they connect with individuals on a deeper level.
We also delve into the often-overlooked world of “internal customer service”—because happy employees mean happy customers! Learn how brands can foster a loyalty mindset not just with customers but within their teams.
Plus, we chat about the digital age of customer connection. How do you build authentic relationships over the internet? How do chatbots and AI fit into the customer journey without losing the human touch? Shep unpacks these questions and discusses how AI can enhance customer experiences in ways we’ve never imagined.
Whether you’re a business owner, a leader, or simply passionate about delivering great service, this episode is packed with actionable takeaways. Join us for an engaging conversation that is sure to inspire and equip you with fresh ideas to elevate your customer and employee relationships!
Discover how to turn customers into lifelong advocates!
Don’t miss this chance to learn from one of the best in the business! Hit play and start transforming your customer interactions today.
Learn More Go to: https://hyken.com/
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In this episode, we dive into the powerful connection our facial expressions create, particularly through the simple act of smiling. We'll explore how a genuine smile can foster trust, build rapport, and enhance communication in both personal and professional settings.
Learn why your face says it all when it comes to connecting with others and how a smile can positively impact customer experiences and team dynamics.
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In this incredible episode I sit down with Rachel McHugh, a dynamic leader in the gaming industry with a fascinating career journey that proves there’s no one path to success. With a Bachelor of Commerce in Marketing and Demography, Rachel initially aspired to become a demographer for the Australian Bureau of Statistics. But life had different plans!
Rachel shares her story of pivoting from her initial dreams to a career in marketing, first with Dental Corporation and Yokogawa, before making a bold leap into the gaming industry. With no prior experience, Rachel took a chance and landed a role at IGT as a Product Coordinator, quickly rising to Product Manager for ANZ, where she stayed for nearly six years. Today, she is the Senior Product Manager for the APAC region at Ainsworth Game Technology, where she leads go-to-market strategies, product roadmap development, sales enablement, and fosters cross-functional collaboration.
In our conversation, Rachel opens up about her experiences in mentoring, her insights into entering the gaming industry, and the challenges she has faced along the way. We also discuss the importance of women in leadership, finding time for oneself, and achieving balance in a demanding industry. Rachel’s background in demography continues to influence her work as she navigates market data and release strategies, helping to better align games and roadmaps with market needs.
If you're curious about the gaming industry, interested in product management, or passionate about women's leadership, this episode is for you! Tune in to hear Rachel's inspiring journey, her advice for overcoming challenges, and her tips on finding balance while forging a path in a fast-paced world.
Don’t miss this engaging episode with Rachel McHugh – listen and download now!
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In this episode, I dive into the fascinating world of Mystery Shopping, exploring how to bring data to life to create unforgettable customer experiences and elevate service standards. Join me as I uncover the secrets behind our proprietary OARS system, featuring over 10,000 carefully crafted questions designed to evaluate every aspect of a business. Through comprehensive benchmarking and trend analysis, we provide businesses with the insights they need to excel in today's competitive market.
I also introduce our versatile audits, available for various industries, which can be handed over to a friend or family member to assess a business using objective, customer-focused questions. By mapping the entire customer journey, these audits offer a fresh perspective, helping businesses identify areas of improvement and drive meaningful change.
Don't miss this opportunity to discover how mystery shopping can be a game-changer for your business!
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In this episode, we dive into the digital landscape with Tracy Sheen, author of the award-winning "The End of Technophobia" and the upcoming "AI & U: Business Reimagined." Tracy, a leading futurist in APAC, is renowned for demystifying complex tech concepts and making them accessible for businesses of all sizes. With over 120 workshops delivered across Australia in the past year, she brings a wealth of experience and insights on leveraging AI and digital tools to foster business innovation and growth.
Join us as Tracy shares her journey from a Federal Government-approved Small Business Advisor to an esteemed judge at national awards and a regular media commentator on marketing and technology. We’ll explore her mission to bridge the digital divide in small businesses and her unique approach to empowering business owners to thrive in an increasingly digital world. Don’t miss this engaging conversation filled with practical tips, inspiring stories, and a few surprises that only Tracy can bring!
Links mentioned: https://user.thedigitalguide.com.au/i/SubscribeAIandU
https://youtu.be/Sq1QZB5baNw?si=T5HAXw9aZAjJ4RiN
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In this episode, I share my recent experience speaking at a conference outside the hospitality industry. It was an eye-opening opportunity to learn new things, meet inspiring people, and broaden my perspective.
I dive into the importance of continuous learning and education for personal and professional growth, and how stepping into different industries can enrich your journey and expand your network. Tune in to explore the value of staying curious and connected in our ever-evolving world.
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In this episode, we explore the inspiring story of Tere Sheehan, CEO of Cherry Sports Group, and the creation of Purple Friday, a movement born out of a tragic domestic violence incident in Ballina. As the town was already struggling to recover from devastating floods, Tere's leadership and his team turned this dark moment into a powerful symbol of unity and resilience.
Partnering with the Rotary Club of Ballina on Richmond, Purple Friday mobilised the community, with 91 local businesses, schools, and organisations donning purple shirts every Friday to boldly stand against domestic violence.
This grassroots campaign, supported by a $30,000 investment from Cherry Sports Group, has sparked vital conversations, offered lifelines to those in need, and earned national recognition, including an invitation to Parliament House.
Tune in to hear how a small town turned its darkest hour into a beacon of hope and how Tere Sheehan and Cherry Sports Group are committed to ensuring the message of Purple Friday continues to resonate far and wide.
To Learn More: https://cherrystreet.com.au/
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In this episode, we delve into the heart of Red Gum BBQ, Australia's first B-Corporation certified restaurant, to uncover how Melissa Goffin and her team blend Southern charm with a commitment to sustainability, ethical business practices, and women's advocacy. Join us as we explore the journey of Red Gum BBQ from its humble beginnings to becoming a trailblazer in the hospitality industry.
Melissa Goffin, co-owner of Red Gum BBQ, has successfully navigated the complexities of sustainability, people and culture, and diversification in the competitive world of hospitality. Under her leadership, Red Gum BBQ has not only fostered a culture of innovation and community engagement but has also prioritised responsible sourcing and ethical practices.
Melissa shares the story of Red Gum BBQ, born from traditional family recipes and a passion for bringing people together over low and slow BBQ. From Martin's journey to becoming a Pitmaster to the couple's shared dream of creating an authentic southern-style barbecue restaurant in Australia, this episode is packed with inspiring anecdotes and valuable insights.
Join us for an engaging conversation that not only highlights the challenges and triumphs of running a hospitality business but also provides a roadmap for aspiring entrepreneurs looking to make a positive impact in their communities. Whether you're a seasoned professional or just starting in the industry, this episode offers a wealth of knowledge and inspiration.
Tune in to discover how one restaurant is setting new standards for sustainability, people and culture, and diversification in the hospitality industry.
Learn More: https://redgumbbq.com.au/
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Phil's dedication extends beyond his business, as he actively supports local charities like Local Kind, Royal Far West, and Head High Skills. His efforts have not gone unnoticed; Ruby Lane has garnered numerous accolades, including the Northern Beaches Sustainability Award, Covered Magazine Coffee Championships, and a finalist position in the Restaurant & Catering Association's Best Breakfast in Sydney category, along with the Sydney Water Sustainability Award.
With a history of owning and managing multiple cafe and restaurant venues, overseeing franchising operations, and managing venues for Keystone Hospitality, Phil brings a wealth of experience to the table. He is a firm believer in the power of process management and developing a team of leaders who can execute these processes at the highest level.
Join us as we dive into Phil's journey, the success of Ruby Lane Wholefoods, and his vision for a sustainable and community-focused future in hospitality. Learn More: https://www.rubylane.com.au/
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