Welcome to The Michelle Pascoe Hospitality Podcast, where we explore the heart of the hospitality industry through conversations with leaders, experts, and innovators. Each episode brings you insights, practical advice, and inspiring stories that help you elevate guest experiences, enhance team performance, and stay ahead of industry trends. Whether you're an owner, manager, or passionate professional, this podcast will ignite your passion for hospitality. Tune in, learn, and grow with us!
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Welcome to The Michelle Pascoe Hospitality Podcast, where we explore the heart of the hospitality industry through conversations with leaders, experts, and innovators. Each episode brings you insights, practical advice, and inspiring stories that help you elevate guest experiences, enhance team performance, and stay ahead of industry trends. Whether you're an owner, manager, or passionate professional, this podcast will ignite your passion for hospitality. Tune in, learn, and grow with us!
In this episode, Michelle Pascoe — hospitality trainer and mystery shopping expert — reveals why mystery shopping is the most honest, confronting, and powerful feedback your business will ever receive.
Learn how to see your business through your customer’s eyes, balance AI data with human emotion, and turn every piece of feedback into action that boosts loyalty, consistency, and connection.
Michelle shares real stories from Tracy Sheen, Emily Stanton, Janice Laraine, and Nathan Toleman — four leaders redefining hospitality with courage, purpose, and empathy.
💬 Key Takeaways
Mystery shopping isn’t about compliance — it’s about connection
Customers forgive mistakes when empathy follows quickly
Feedback is fuel, not fire — use it to build trust
“Fixing friction frees the magic” of great service
🔗 Links & Resources
Subscribe: The Michelle Pascoe Hospitality Podcast on Apple Podcasts, Spotify & YouTube --> https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast
Join: Middle Management Movement --> https://www.michellepascoe.com/middlemanagementmovementleadership
Book: Customer Service Excellence & Engagement Workshop --> https://www.michellepascoe.com/frontlinetrainingprograms
Commission: a Tailored Mystery Shopping Report for your venue --> https://www.michellepascoe.com/mystery-shopping
Newsletter: Join for Michelle’s free weekly insights on leadership and customer service excellence --> https://www.michellepascoe.com/blog
The Michelle Pascoe Hospitality Podcast
Welcome to The Michelle Pascoe Hospitality Podcast, where we explore the heart of the hospitality industry through conversations with leaders, experts, and innovators. Each episode brings you insights, practical advice, and inspiring stories that help you elevate guest experiences, enhance team performance, and stay ahead of industry trends. Whether you're an owner, manager, or passionate professional, this podcast will ignite your passion for hospitality. Tune in, learn, and grow with us!
