The Michelle Pascoe Hospitality Podcast
Dive into the vibrant world of Hospitality, Gaming, and Tourism where crafting unforgettable guest experiences takes centre stage. Explore the strategies behind exceptional team dynamics and uncover the secrets to turning guests into enthusiastic advocates.
This podcast celebrates the remarkable people and endless possibilities within the industry, offering exclusive insights from industry leaders and experts. Delve into personal journeys, industry trends, and invaluable advice for both seasoned professionals and those looking to kickstart their career in this dynamic and enriching field.
Subscribe NowEpisode 225: The Big FOUR: Common Mistakes and How to Avoid Them
Discover essential strategies to steer your business towards success and sidestep common pitfalls.
Are you making one of the four biggest mistakes that can derail your business? In my latest episode, I uncover the critical errors many business owners overlook. From setting a clear vision to the essential skills you need to lead, I’ve got you covered.
Join me as I tease out the hidden traps and share strategies to steer your business towards success. Don’t miss out on these game-changing insights—tune in and transform your approach to business management!
HOSPITALITY MOMENTUM HAS LAUNCHED - CURIOUS?
https://www.hospitalityteam.com.au/hospitalitymomentum
Episode 224: Boost Your Revenue: Guide to Direct Bookings and Digital Mastery
Join me for an insightful conversation with Bart Sobies, the powerhouse behind The Accommodation Show, iBooked.Online, and the STRIVE to Thrive Conference. Bart's entrepreneurial journey began at just 15 with his first online business, which grew into a successful tech company. With his deep expertise in technology, marketing, and investment, Bart has become a guiding light in the hospitality industry.
As an authority on direct bookings, marketing, branding, and digital products, Bart has helped thousands of hospitality owners generate millions in additional revenue through iBooked.Online. He also leads the Accommodation Professionals Network, a vibrant community of over 2,500 professionals sharing industry insights.
In 2023, Bart led the ground-breaking 5-Day AI Challenge, educating hosts on leveraging AI to boost direct bookings. His influence spans the globe with speaking engagements at prestigious events like ASTRA Conference, The Book Direct Show, Vintory Mastermind, and No Vacancy.
This year, Bart is touring Australia, presenting at key conferences, and sharing his knowledge on industry podcasts. Tune in to discover how you can elevate your direct bookings and thrive in the competitive tourism landscape!
TO LEARN MORE. https://www.ibooked.online/
Episode 223: A Taste of Innovation: The Stomping Ground Brewing Co Experience
In this episode, we delve into the captivating journey of Steve Jeffares, a filmmaker turned craft beer pioneer. Steve's story begins with a pivotal moment in 2000, when he experienced a beer revelation while living in Los Angeles. Upon returning to Melbourne, he, along with Guy Greenstone and Justin Joiner, co-founded The Local Taphouse in Melbourne and Sydney. These pubs not only introduced Australians to a new level of craft beer appreciation but also laid the foundation for what would later become the renowned GABS festival (Great Australian Beer SpecTAPular).
From these humble beginnings, GABS has evolved into Australasia's premier beer festival, attracting over 55,000 enthusiasts annually across Melbourne, Sydney, Brisbane, and Auckland. Inspired by a year in New York City, Steve ventured into brewing, co-founding Stomping Ground Brewing Co in 2016. With its popular Beer Halls, Stomping Ground has revitalised Collingwood as a hub for independent brewing, harking back to the suburb's rich brewing history.
In this episode, we explore Steve Jeffares' journey from filmmaker to beer visionary, tracing the evolution of craft beer culture in Australia and the impact of initiatives like The Local Taphouse and GABS festival. Join us as we raise a glass to the spirit of innovation and community that defines Stomping Ground Brewing Co and its quest to make great beer accessible to all.
TO LEARN MORE: https://www.stompingground.beer/
Episode 222: BREWING SUCCESS: HOW ALEX CRAFTS COMMUNITY AND COFFEE IN SYDNEY
Welcome to this exciting episode of our podcast where we delve into the vibrant world of Sydney's specialty coffee and hospitality scene with Alex Williams, a seasoned entrepreneur and co-founder of three renowned retail brands: The Commune Project, Dachshund Coffee, and Anvil Coffee Co. With over fourteen years of experience, Alex recounts his entrepreneurial journey, starting with the launch of Anvil Coffee Co on Kirribilli Wharf in 2013, which quickly gained recognition for its inspiring location and exceptional service. He discusses the philosophy and values that drive his brands, focusing on sustainability, inclusivity, and high-quality products that resonate deeply with his community.
In this engaging conversation, Alex reveals five key strategies for enhancing customer interactions, transforming everyday transactions into meaningful relationships. These insights are a testament to the foundational belief of Dachshund Coffee—that relationships, not mere transactions, are essential in connecting with others. The episode also highlights how Alex’s ventures, including The Commune Project, integrate their mission into every aspect of their operation, from menu design to community engagement, fostering a culture of sustainability and inclusiveness.
Listeners will also learn about the notable achievements and media recognition that Alex's cafes have received, such as winning The Daily Telegraph's and Urban List Sydney's best coffee awards. This recognition has helped cement his businesses as top destinations for coffee lovers and those seeking a dog-friendly cafe experience. Tune in for a dose of inspiration and discover how intentional business practices can lead to success in the competitive hospitality industry, all from one of Sydney’s leading entrepreneurs.
Episode 221: CHEF'S TABLE TO SEO: JOSE CHAVEZ'S RECIPE FOR DIGITAL SUCCESS
Once a high-flying chef in the world’s most prestigious kitchens, Jose Chavez has swapped his chef’s hat for the digital cap of SEO and blog growth mastery. With 15 years of stirring sauces and seasoning steaks in hatted establishments like Jacques Reymond and on shows such as MasterChef, Jose’s transition from kitchen to keyboard is nothing short of remarkable. Imagine cooking for culinary legends like Heston Blumenthal and Marco Pierre White – now he's using that precision and creativity to enhance digital dining experiences!
In this not-to-be-missed episode, we dive deep into Jose’s thrilling culinary adventures, including the times he impressed Heston Blumenthal not once, but twice. Discover how his passion for gastronomy and knack for storytelling are now fuelling his current venture, Digital Chef, where he crafts SEO-optimised blog posts that skyrocket online visibility for the hospitality industry.
Hear about his journey from high-level culinary arts to founding Digital Chef, a hub for robust social media strategies, influencer marketing, and mouth-watering menu consulting. Learn how Jose’s innovative SEO tactics and web design expertise are revolutionising digital marketing, making it a one-stop solution for dynamic online engagement.
Whether you're a food enthusiast, a budding chef, or a digital marketing professional, this episode offers valuable insights into balancing a passionate career with family life, and mastering the art of visibility in the digital age. Get ready to be inspired by Jose’s story of transformation and his strategic approach to driving organic traffic and enhancing Google rankings for the hospitality sector.
LEARN MORE: https://www.digitalchef.com.au/
Episode 220: BREWING TO A DIFFERENT TUNE
Richard Jeffares' journey from craft beer enthusiast to gluten-free brewery pioneer is a tale of passion, resilience, and innovation. Diagnosed with Coeliac Disease in 2015, Jeffares faced the stark reality of a gluten-free diet, stripping him of the craft beer diversity he cherished in Australia. This seemed to mark the end of his craft beer adventures with friends, until a 2017 American road trip unveiled a surprising discovery: breweries producing gluten-free beer that rivalled, and sometimes surpassed, traditional offerings.
Motivated by this revelation, Jeffares founded TWØBAYS Brewing Co in 2018, revolutionising the gluten-free beer scene in Australia. TWØBAYS now offers a wide range of delicious, gluten-free craft beers, accessible nationwide in bottle shops, venues, and at its dedicated Mornington Peninsula Brewery.
We chat about all things brewing and the impact that Gluten Free Beer is having on the market as it is offered at major sporting arenas, even the MCG and complements menus in many fine dining establishments to ensure that all guests are catered for and included.
TO LEARN MORE: https://www.twobays.beer/
Episode 219: Innovation Through Experience: Unpacking Jess McDonald's Business Mastery
In this episode, I delve into the intricacies of building businesses, navigating through evolutions, fostering innovative ideas, and leveraging corporate world experiences with none other than Jess McDonald. With a remarkable 25-year journey in retail that has taken her across the globe—from Japan to Australia and Europe to New Zealand—Jess stands as a testament to what it means to be a global business dynamo. As the visionary founder of Agents of Innovation, a boutique business coaching and consultancy firm, and High Tees, an ethical fashion social enterprise, Jess embodies the spirit of entrepreneurship and strategic investment. Her role as a Director, in her family's investment company further accentuates her business acumen and investment savvy.
Jess's conversation with me not only highlights her extensive career but also her unique approach to business. Her journey from the shop floor to the boardroom illustrates her unparalleled expertise and adaptive strategies in the face of change. Engaging with Jess offers an amalgamation of fun, creativity, and effective problem-solving, all while emphasising tangible outcomes. Our discussion also covers the essence of drawing on experiences from the corporate realm to fuel entrepreneurial ventures, making this episode a must-listen for anyone looking to navigate the complex yet rewarding world of business building and innovation.
Episode 218: Competitive Socialising! Indoors and It's Fun...
In this engaging episode, we dive into the world of Competitive Socialising, a concept that redefines the balance between work and leisure. Join us as we uncover the story of Sportsplus, a ground-breaking idea born out of a simple frustration with golf, which has since transformed into a thriving business in Australia. Whether you're a staunch non-competitor or someone who thrives in competitive environments, this story of innovation and fun is bound to captivate you.
Discover how turning common leisure activities into a competitive yet social event can change the way you think about playtime with family, friends, and even business colleagues. This episode is more than just a tale of business success; it's a reminder that joy, engagement, and friendly competition can be found in the most unexpected places. Tune in to get inspired, and perhaps you'll find yourself eager to join the world of Competitive Socialising after this!
ToLearn More Go To: https://canterbury.com.au/whats-on/sportsplus/
Head Office: https://sportsplus.com.au/
Episode 217: Unlocking the Essence of Customer Service: Beyond Efficiency
In this episode, I delve into the essence of customer service and how it is so much more than mere efficiency and that it is all about unforgettable experiences. Reflecting on my recent travels across the east coast of Australia, where I've been training frontline teams and nurturing leadership development, I've observed the remarkable dedication and service levels exhibited by individuals in various establishments. Amidst this exploration, a fundamental truth emerges: while skills can be trained, attitudes are deeply rooted and often resistant to change unless nurtured authentically.
I've always emphasised the importance of connecting with employees beyond the hierarchical boundaries of 'boss' to foster genuine commitment. Although outliers may exist, whose approach remains transactional despite guidance and training, the focus remains on cultivating exceptional teams whose collective performance delights customers consistently. Through analysing customer feedback and reviews, certain patterns emerge, highlighting the key elements that contribute to exceptional service. These insights illuminate six fundamental pillars that underpin the guest experience, providing a roadmap for enhancing service excellence and fostering lasting customer relationships. Join me as I share these pillars and chat about how we can all go about crafting memorable experiences for every customer.
Episode 216: Exploring Service Industry Challenges & Innovations
🎧 Tune in to the latest episode of The Michelle Pascoe Hospitality Podcast! 🌟
In this week’s episode, I take the guest seat to share my invaluable insights and experiences gained over three decades dedicated to the customer experience. Prepare to be inspired as I dive deep into the customers' insatiable quest for the most unforgettable moments.
Joining Michelle as the host is the remarkable Yanique Grant, founder of the highly acclaimed Navigating the Customer Experience Podcast. Together, they uncover the challenges faced by the service industry and provide invaluable global perspectives on the matter.
Discover how my own proprietary software program OARS has become a renowned "mystery shopping" program helping my clients elevate their businesses in both scale and service. Gain valuable knowledge about the significance of having dedicated employees who ensure that every customer's experience is balanced between objectivity and subjectivity.
But that's not all – buckle up as I delve into the importance of active listening, proactive engagement, and the ability to empathise with customers, especially during tense moments such as handling complaints. Remember, behind every customer interaction lies a real person with genuine emotions.
Prepare to be inspired, informed, and empowered by this episode filled with wisdom and actionable strategies. So, grab your headphones and get ready to embark on an unforgettable journey into the world of hospitality and customer experience.
Click the link below to listen and share this incredible episode of The Michelle Pascoe Hospitality Podcast. Get ready to become a master in creating unforgettable moments for your customers. Happy listening! 🎙️✨
To listen to more amazing podcasts with Yanique go to:
https://yaniquegrant.com/podcasts/
