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:

From Watsons Bay to regional community venues, Danielle reveals how listening to your customers, supporting your team, and staying embedded in your local area is the true competitive advantage in hospitality.

If you care about customer experience, brand loyalty, leadership, and building community through your business — this conversation is for you.

Key Takeaways

✔ Hospitality is no longer “just a job” — it’s a career pathway
✔ AI frees up staff to improve customer service
✔ Community-first venues outperform transactional businesses
✔ Inclusive leadership strengthens hospitality teams
✔ Brand storytelling matters more than ever

Connect with Danielle

Laundy Hotels Group
Website: www.laundyhotels.com.au
www.redlionrozelle.com.au
www.watsonsbayhotel.com.au

Connect with Michelle

If you’re a hospitality leader wanting to elevate your team’s customer service culture and community impact:

Website: https://www.michellepascoe.com/
Email: [email protected]
LinkedIn: https://www.linkedin.com/in/michellepascoe/
Book Michelle for keynotes & hospitality leadership training

If this episode resonated, please follow, rate and share the podcast. Your support helps more hospitality leaders build stronger teams and thriving communities.

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.

🎧 Share with a leader who’s holding more together than anyone realises.

Connect with Michelle

Website: https://www.michellepascoe.com

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.com.au/get-to-know-us/13569-2/

Global Gaming Women: https://www.globalgamingwomen.org/

Contact Michelle

Website: www.michellepascoe.com

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.

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:

This is an essential listen for hospitality leaders, middle managers, HR professionals, and anyone responsible for workplace culture and safety.

If this conversation resonates, share it with someone who leads people in hospitality, then subscribe to the podcast for more industry insights on leadership and customer experience.

Connect with Karen:

smartculture.com.au
karenmaher.com.au

Connect with Michelle:

michellepascoe.com

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:

If you lead teams in hospitality, clubs, pubs, tourism or service industries, this episode will ground you in what truly drives engagement, wellbeing and sustainable performance — especially during the high-pressure summer season.

NEXT STEPS & RESOURCES

▶️ Subscribe on Spotify or your favourite podcast platform: https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
📩 Join Michelle's newsletter for leadership insights and episode updates: https://www.michellepascoe.com/blog

WORK WITH MICHELLE
Michelle Pascoe is a trusted hospitality leadership coach with over 30 years in business. Through OOPS, she partners with clubs, pubs and hospitality organisations to build emotionally intelligent leaders, strong cultures and connected teams from the inside out.

Whether you’re planning leadership development, middle management training, or customer experience strategy for 2026 — Michelle is ready to support you: https://www.michellepascoe.com/contact

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

If you're a leader wanting to build a culture where community, purpose and people thrive, this episode is your blueprint.

WORK WITH MICHELLE

Michelle Pascoe helps registered clubs and hospitality venues build high-performing teams, exceptional guest experiences and values-driven leadership cultures.

Connect with Michelle:
🌐 Website: https://www.michellepascoe.com/contact
📩 LinkedIn: https://www.linkedin.com/in/michellepascoe/ 

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 biggest community impact

If you want to lead with impact, build community, and create meaningful change inside your organisation, this episode is essential listening.

Next Steps + Resources

Learn More About Little Wings

Instagram: https://www.instagram.com/littlewingsaustralia/?hl=en
Facebook: https://www.facebook.com/LittleWingsAustralia
LinkedIn: https://www.linkedin.com/company/2704774/admin/dashboard/
Website: https://www.littlewings.org.au/

Clare’s Book

Threads of Hope — survivor stories & the power of voice
https://projectfutures.com/threads-of-hope-book

Work With Michelle

Michelle helps hospitality leaders and organisations build powerful, values-driven cultures that strengthen community, elevate performance, and create lasting impact. Through her programs, workshops, and consulting, she supports middle managers to lead with clarity, confidence, and purpose. Connect with Michelle to explore tailored leadership development, keynote speaking, and service excellence transformation -->

https://www.michellepascoe.com/traininganddevelopmentprograms

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 + more

The future of community engagement in the Sutherland Shire

LINKS & RESOURCES

Follow Cronulla RSL Community on Social Media

www.instagram.com/cronullarslcommunity

www.youtube.com/@CronullaRSLMemorialClub

Visit the Cronulla RSL community hub

Weight of War Run: https://www.cronullarslcommunity.com.au/news/weightofwar25

Trees of Hope: https://www.cronullarslcommunity.com.au/treesofhope

War Animal Day:  https://www.cronullarslcommunity.com.au/waranimalday

War Dogs: https://www.cronullarslcommunity.com.au/wardogs

Service Recognition:  https://www.cronullarslcommunity.com.au/news/servicerecogntioncard

For more weekly insights on leadership, customer service, and community, SUBSCRIBE to the podcast. Or visit our WEBSITE for more information on our leadership development and customer service programs.

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:

Next Steps + Resources

👉 Subscribe on YouTube and your favourite podcast platform; https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

About Michelle

Michelle Pascoe helps organisations grow powerful middle managers, build consistent service cultures and develop capable leaders at every level. Her programs support CEOs and senior leaders ready to step back from daily operations and lead with clarity, confidence and structure.

Connect with Michelle across her website and social platforms to explore workshops, consulting, and the Middle Management Movement; https://www.michellepascoe.com/