Predict, Personalise, Profit: The Future of Hospitality Marketing
The Michelle Pascoe Hospitality Podcast
Release Date: 03/05/2025
Belonging, Kindness & Connection: The Psychology Behind Exceptional Hospitality
The Michelle Pascoe Hospitality Podcast
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...
info_outline
Why Authentic Hospitality Leaders Succeed
The Michelle Pascoe Hospitality Podcast
What’s the #1 leadership trait that transforms teams? Authenticity... and in this episode Michelle reflects on three powerful interviews with hospitality CEOs - revealing how authenticity fuels vision, culture, and resilience. 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.
info_outline
Succession, Service & Saying No: The Secrets Behind Mingara’s Growth
The Michelle Pascoe Hospitality Podcast
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...
info_outline
From Pouring Beers to CEO: A Journey of Opportunity & Vision
The Michelle Pascoe Hospitality Podcast
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...
info_outline
The Bank Robber’s Boy: Peter Norris on Breaking Cycles and Building Culture
The Michelle Pascoe Hospitality Podcast
info_outline
Phone Call Secret: The 2025 Customer Service Hack
The Michelle Pascoe Hospitality Podcast
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,...
info_outline
From Backyard Dreams to Pet Care Queen
The Michelle Pascoe Hospitality Podcast
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...
info_outline
The Power of Visual Storytelling in Hospitality and Beyond
The Michelle Pascoe Hospitality Podcast
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...
info_outline
The Power of Visual Storytelling in Hospitality and Beyond
The Michelle Pascoe Hospitality Podcast
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...
info_outline
RUOK? to WeCare365
The Michelle Pascoe Hospitality Podcast
🎙️ In this powerful episode, I’m joined by mental health advocate and founding Board Member of R U OK?, Graeme Cowan. From his personal journey through severe depression to creating meaningful change in workplaces across the globe, Graeme shares the pivotal moments that shaped his mission to build resilience, connection, and care in high-performing teams. We explore how leaders can identify early signs of stress, foster psychological safety, and shift from burnout to balance with simple but powerful habits. 🎙️ Whether you're leading a hospitality venue, managing corporate...
info_outlineIn this episode, I sit down with Jim Harenchar, CEO of Response Marketing Group (RMG), to explore how hospitality businesses can leverage predictive modelling, data insights, and personalised marketing strategies to enhance customer engagement and drive business growth. With over 35 years of experience, Jim shares how RMG helps brands like The Ritz Carlton, Georgia Tourism, and Arkansas Tourism create game-changing outcomes through data-driven marketing strategies.
We discuss:
✅ How hotels and restaurants can use data insights to improve guest experiences and customer retention
✅ The role of predictive modelling in driving upselling and cross-selling opportunities
✅ Key customer journey touchpoints hospitality businesses should focus on
✅ How smaller businesses can adopt strategies used by DMOs to attract more tourists
✅ The future of data technology in hospitality and how to stay ahead
Jim also shares an exclusive offer for my listeners—be sure to check the link in the show notes!
Key Topics Covered in This Episode:
🔹 Using Data to Enhance Guest Experiences: How hospitality businesses can leverage customer insights for personalisation and retention.
🔹 Predictive Modelling for Upselling & Cross-Selling: How hotels and restaurants can use data to predict next-likely-product purchases and drive revenue.
🔹 The Customer Journey & Key Metrics: The most important touchpoints and KPIs hospitality businesses should track to refine engagement strategies.
🔹 Small Business Strategies from Big-Scale DMOs: How independent operators can adopt proven marketing approaches to attract and retain more guests.
🔹 Future Trends in Data & AI for Hospitality: What’s next in marketing analytics, personalisation, and predictive intelligence in the industry.
Jim has a special exclusive offer for my podcast listeners! Click here to access it: https://rmg-usa.com/hospitality/