What does leading with empathy really look like in the club and hospitality industry? 

In this inspiring episode, Michelle speaks with Steve Edgar, General Manager of Coolangatta Surf Life Saving Supporters Club. With more than 20 years’ leadership experience, Steve has transformed workplace culture, guided his club through crises like the 2018 Commonwealth Games and COVID-19 border closures, and spearheaded the Essentially Coolie campaign, which secured $14 million for his community. He also leads Clubs for a Cause, raising awareness and funds for mental health programs.

In this episode, Michelle and Steve cover:

• 
  How empathy transforms leadership in clubs and hospitality


• 
  Mental health in the workplace – from stigma to support


• The story behind the Essentially Coolie campaign
  


• Steve’s passion project: Clubs for a Cause and “Walking with Mates”


• Practical ways leaders can build belonging and resilience in their teams



Timestamps

00:00 – Welcome
01:05 – Who Steve is: GM, culture-first leadership, crisis wins
03:40 – Empathy vs “leave your troubles at the door”
08:20 – Belonging: onboarding internationals, safe teams
12:10 – Purpose-led clubs: lifesaving mission & community hub
16:50 – Loneliness and real connection at work
20:05 – Culture hygiene: zero tolerance + wellness committee
24:30 – Right to Disconnect → “connect on their terms”
29:45 – Origin story: loss, reflection, why mental health matters
34:30 – First walk, $42k, holding space, real impact
38:50 – “Walking through the storm” year, burnout, formalising the charity
42:20 – “You don’t need to be a counsellor to care”
45:10 – Mental Health First Aid, listening skills, Healthy Heads workshops
49:00 – The tricky call-outs: “I’ve got anxiety” vs performance & fit
52:10 – Leadership advice: values, diversity of thought, repair after mistakes
54:10 – Essentially Coolie: border chaos, steady leadership framework
56:00 – Media momentum → funding relief; Orange Sky volunteering
57:30 – How to support Clubs for a Cause; upcoming sessions

Next Steps + Resources

✨ Subscribe to the podcast on Apple, Spotify, or YouTube → https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast 
✨ Join Michelle’s newsletter for leadership strategies and updates → https://www.michellepascoe.com/blog
✨ Work with Michelle – explore her training, programs, and workshops for clubs and hospitality leaders → https://www.michellepascoe.com/traininganddevelopmentprograms
✨ Support Clubs for a Cause → clubsforacause.com.au

Work With Michelle

Michelle Pascoe is a speaker, trainer, and consultant helping registered clubs and hospitality leaders build strong teams and thriving workplace cultures. Explore her leadership programs, frontline workshops, and mystery shopping programs to strengthen your team and future-proof your venue.

🌐 Website: michellepascoe.com
📲 LinkedIn: Michelle Pascoe