In this episode, Michelle speaks with Janice Laraine, founder of MADM Co, a hospitality-focused brand studio redefining luxury through emotional intelligence. Together, they explore how Hospitality EQ — Janice’s framework for emotionally intelligent design — is changing the way boutique hotels, short-term rentals, and service brands create trust and connection.

If you lead teams in hospitality or service industries, this conversation will inspire you to shift from transactional to transformational guest experiences.

This episode covers:

• Why aesthetics alone no longer create loyalty in hospitality


• The three-part brand journey that drives emotional connection


• How to embed Hospitality EQ into every guest touchpoint


• Empowering staff to deliver service with intuition, not scripts


• The real meaning of luxury: presence, connection, and care

Next Steps + Resources
📘 Download Janice’s free Hospitality EQ Scorecard: www.madm.co/scorecard

🌐 Visit the MADM Co. website: https://madm.co/

Work with Michelle Pascoe

Michelle Pascoe helps registered clubs and hospitality leaders build emotionally intelligent middle managers who create extraordinary member and guest experiences. Through Mystery Shopping, Customer Service Excellence Workshops, and the flagship Middle Management Movement, Michelle empowers organisations to strengthen culture, improve performance, and grow loyalty from the inside out.

👉 Learn more at https://www.michellepascoe.com/traininganddevelopmentprograms