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

• Why Disneyland still sets the gold standard in hospitality leadership

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

  
  


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  A surprising conversation with a Cheesecake Factory manager

  
  


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

  
  


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  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

• Website: https://www.michellepascoe.com/
  


• LinkedIn: https://www.linkedin.com/in/michellepascoe/
  


• Instagram: https://www.instagram.com/michelle.pascoe/
  


• YouTube: https://www.youtube.com/@MichellePascoe
  

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.