Michelle Pascoe

In a multi-generational workplace, connecting, engaging and
leading a team that is united, delivering a consistent superior service experience is a key challenge to the customers of today who span six generations.
Over two decades of research dedicated to the customer experience and service delivery, Michelle shares her knowledge of the generational drivers in customer expectations and service delivery including teamwork and leadership unity.
Real case scenarios delivered in a fun and authentic manner will have you writing up your action plan on the back of the napkin, with aha moments and realisation of why the culture in your organisation is not what you had imagined.
In this presentation you will learn:
• Multi-generational customer expectations and service delivery
• How to optimise the potential of your team
• Equipping your team to deliver a superior customer service experience
• Understanding the importance of a united leadership team
• Discovering the generational diversity

Moving up from frontline to management is a role sought out by many, once achieved it can at times have you feeling “caught in the middle,” with peers who were once your friends waiting for you to make a mistake or expecting favouritism while managers scrutinise your every move without providing the support they promised.
Developing your skills as a caring and intentional leader are critical and it starts from day 1 as your behaviours and actions are being watched by your team. Don’t choose the path of least resistance or believe what others think about your abilities. Take control of your life’s journey and choose the life you want and deserve in your role as a leader.
Once you’re aware of your true potential, it is the goals that you set in place that achieve your purpose in life.
This presentation will take you on a journey to seize the opportunities in your life, seeking them out, even creating them by stepping up with confidence.

Success in the hospitality industry is first and foremost about service and a memorable guest experience.
Too often venues are amazing on the outside attracting guests, however, on the inside they do not meet or exceed the guests’ expectation because the team are not connected with the vision and values of the organisation. Instead the service is “lack lustre” from the lack of acknowledgement, information and focus on the guests needs.
With over two decades of research working closely with the hospitality industry globally, Michelle shares real life case scenarios from the industry and equips you with some building blocks for the improvement journey.
These include;
• Gathering customer “intelligence”
• Importance of a marketing strategy
• Leadership and team dynamics
• Measuring and evaluating success
• Building connections with your guests