Are you negotiating with your team… but not yourself?

In this powerful conversation, Michelle Pascoe sits down with Glin Bayley, one of the world’s leading negotiation consultants, to unpack the true meaning of “full-spectrum negotiation”.

From inner dialogue to high-stakes deals, Glin reveals the missing link that’s holding back even the most experienced leaders.

This episode is a must-listen for hospitality leaders, frontline managers, and anyone navigating people, pressure, and performance in 2025.

WHAT YOU’LL LEARN:

Why self-leadership is the starting point for negotiation

Glin’s 7-year journey through identity, burnout, and reinvention

How to manage emotional pressure in fast-paced service environments

The VALUE framework for negotiating from clarity, not chaos

The 5 Negotiator Types – and how to lead with emotional intelligence

🔗 RESOURCES & LINKS

Discover more about Glin Bayley and her work: https://www.simplyglin.com

Take the FREE “Negotiator Type” Quiz: https://thevaluenegotiator.scoreapp.com/

Explore Michelle’s Training & Development Programs: https://www.michellepascoe.com/traininganddevelopmentprograms

Book a Discovery Call with Michelle: https://www.michellepascoe.com/contact

In this episode, Michelle sits down with robotics and AI leader Ramona Combrink, co-founder and CDTIO of Auto-M8 and Staff-M8, to bust the “robots steal jobs” myth and show how people-first automation stabilises teams and lifts service. Ramona explains why the next five years will strain labour pipelines, and how smart tech—think one-click rostering, rapid onboarding, and her Voice-M8 phone assistant—removes friction for both staff and guests.

From personalised welcomes to data-driven loyalty, she shares practical ways venues can deliver faster, friendlier experiences across six generations of customers. Ramona’s playbook is refreshingly simple: start small, fix one pain point (HR queries, phones, payroll, debt chasing, or shift fills), then scale what works.

She walks us through back-of-house wins—robots coordinating lifts, linens and late-night room service; AI dashboards giving leaders live visibility; and low-cost tools small operators can adopt faster than big chains. The result? Less burnout, better retention and more time for genuine, high-touch service.

To learn more about Ramona and Auto-m8 visit: https://auto-m8.org/voicem8 or https://auto-m8.org/podcast/ for a special podcast listener opportunity.

Leadership isn’t about being perfect — it’s about being present.

Inspired by her recent trip to the USA (including Disneyland, Cheesecake Factory & Moxie), Michelle shares eye-opening service experiences and what they teach us about emotional intelligence, middle management and creating memorable guest interactions.

Whether you're a senior leader or a stretched middle manager in clubs or hospitality, this episode offers real, relatable insights and actions to help you lead with heart (not just KPIs).

What You’ll Learn

The “invisible” emotional toll on middle managers — and how to support them

A surprising conversation with a Cheesecake Factory manager

What Brene Brown gets right about leadership (and how to apply it in real life)

3 easy-to-implement leadership shifts to make this week

Resources & Next Steps

📧 Join the Free Newsletter for weekly leadership insights:
https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast

🎓 Explore Leadership & Customer Service Programs:
https://www.michellepascoe.com/traininganddevelopmentprograms

📞 Book a Discovery Call:
https://www.michellepascoe.com/contact

Connect with Michelle

Rate, follow and share this episode if it sparked a new way of leading in you.

Hospitality deserves better leadership — and it starts with you.

In this week’s episode, Michelle shares fresh insights and personal experiences from the National Speakers Association Conference “Influence” in Scottsdale, Arizona. The conversation is all about customer experience - from building emotional loyalty and exceptional guest experience to embracing innovation in hospitality and retail.

Recapping incredible insights across the month of July from Dr Samantha Worthington, Jenn Donovan, Marc Haine and Steve Sidd, Michelle explores:

Why personalised kindness is free and delivers exceptional returns.

Tips for creating emotionally-connected, high-performing teams.

The role of storytelling and care in amplifying brand loyalty and guest engagement.

Real-world lessons from venues like The Cheesecake Factory, where team culture, leadership, and proactive service make all the difference.

Practical examples from retail—including a behind-the-scenes peek at Macy’s—demonstrating frontline staff impact on customer experience.

The importance of leadership that supports, not micromanages.

Encouragement to audit not just what guests expect, but how they feel—from entry to exit.

A call to empower your team to turn everyday interactions into memorable moments, building long-term loyalty—both for your guests and your staff.

Tune in for a passionate, practical look at elevating your hospitality venue or business through intentional, emotionally rich service—and leave inspired to set the stage for your own team’s success!

To learn more about Michelle's services, visit: www.michellepascoe.com

This week Michelle sits down with Steve Sidd, a leading figure in hospitality management and consulting, with over 28 years of experience. Despite a winter cold, Michelle couldn’t miss the opportunity to talk with Steve, whose journey in the industry—from opening his first restaurant at 18 to now managing over 13 venues and 350+ staff—offers powerful insights for hospitality professionals and business leaders alike.

Steve shares pivotal moments from his career, the importance of nurturing and promoting talent within teams, and why staff retention is crucial for long-term business success. Discover how Steve and his company, Catering HQ, use automation and AI to streamline operations—freeing up staff for better customer service and a more rewarding workplace.

You’ll also learn about “Hospo in a Box”, Steve’s innovative franchise system crafted to support small and regional venues struggling with staffing and operational challenges. Hear how this solution offers everything smaller operators need, from menu development to tech-enabled management systems, helping ensure product consistency and profitability across Australia.

If you’re interested in restaurant management, hospitality industry trends, workforce planning, or how tech and people can work together for business growth, this episode is for you!

To connect with Steve and learn more about Catering HQ's services, visit https://www.cateringhq.com.au.

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.