This week we’re diving headfirst into the world of extraordinary customer and employee experiences with my dear friend and international guest, Marc Haine, all the way from beautiful Edmonton, Canada.

With over 30 years in hospitality, retail, and customer-facing industries, Marc brings a wealth of experience as a strategist, keynote speaker, consultant, and author of Lights, Camera, Action.

Marc and I explore what it truly takes to build a service culture that’s not
only sustainable but energising — for both customers and staff. We
discuss the evolution of the “incidental manager,” why onboarding should
really be “forever-boarding,” and how to empower middle managers with
the tools to lead confidently. We also touch on hiring for personality,
managing expectations, and how a little bit of performance mindset can
transform every touchpoint into a wow moment.

Whether you’re running a restaurant, retail store, or hotel, you’re going to find golden nuggets in this vibrant and heartfelt conversation.

So, let the curtain rise, and enjoy the show!

Link to learn more about Marc: https://marchaine.com/

In this energizing episode of the Michelle Pascoe Hospitality Podcast, I
sit down with marketing powerhouse Jenn Donovan—renowned strategist,
bestselling author, speaker, and the force behind viral communities like
Buy From a Bush Business and the Spend With Us marketplace.

We dive into the heart of rural and regional connection, discussing how
businesses and hospitality venues—especially clubs—can build engaged,
fiercely loyal communities, not just passive followers.

Jenn unpacks the essentials of community leadership, safe online spaces, and the art of meaningful storytelling that captures both locals and visitors alike.

We also explore how registered clubs can move beyond transactional
marketing and instead create lasting emotional engagement through
authentic storytelling and purposeful branding.

From social media strategies to multigenerational marketing and customer-centric messaging, Jenn shares practical, no-fluff advice you can act on today.

Whether you're a small-town club, a business owner, or simply passionate
about your community, this episode is packed with actionable insights
that will leave you inspired to lead with connection, consistency, and
care.

You can find Jenn at: https://socialmediaandmarketing.com.au/

This week, I welcome the incredibly inspiring Dr. Samantha Worthington, a global expert in consumer psychology, peak performance, and organisational transformation. As I shiver through a minus 4° morning, Dr. Worthington joins from the sunny Sunshine Coast to share her insights into how clubs and hospitality venues can create exceptional service cultures. With experience working alongside top-tier business leaders and teams, Samantha dives deep into the psychology behind customer loyalty, personalised kindness, and authentic connection.

In this engaging conversation, Samantha explains how emotional journeys, not just service touchpoints, drive customer satisfaction. From understanding psychological drivers like belonging and emotional peaks to exploring how leaders can foster trust, collaboration, and recognition rituals, this episode is packed with practical advice and heartfelt stories. Whether you're leading a team or looking to enhance the guest experience, this episode is your blueprint for sustainable success built on integrity and human connection.

To connect with Dr Samantha Worthington go to:  https://www.drsamanthaworthington.com/

From strategic growth to community-first values and courageous leadership, this episode is your blueprint for real-world impact in the hospitality space.

Are you leading with presence, values and purpose?

Watch/listen now & elevate your leadership style.

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 service alive in an increasingly digital world. Plus, Paul gets personal, reflecting on his decision to take a sabbatical in a caravan with his family years ago (before it was trendy!) and announcing what’s next as he steps into retirement. This episode is packed with wisdom, humility, and practical advice from a leader who truly walks the talk.

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 filled with inspiration, wisdom, and actionable insights.

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 Service Action Plan.

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.