{"podcast":{"title":"The Michelle Pascoe Hospitality Podcast","slug":"the-michelle-pascoe-hospitality-podcast-332550","podcast_index_feed_id":332550,"rss_url":"https://feeds.megaphone.fm/the-michelle-pascoe-hospitality-podcast","website_url":"https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast","image_url":"https://megaphone.imgix.net/podcasts/454e37be-575f-11f0-b65f-eba3a46423ec/image/9aa360737f417f0ee023944a828dbb4c.png?ixlib=rails-4.3.1&max-w=3000&max-h=3000&fit=crop&auto=format,compress","author":"Michelle Pascoe","episode_count":323,"summary":"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!","last_synced_at":"2026-07-29T02:18:10.311068+00:00","page_url":"https://stenobird.com/podcast/the-michelle-pascoe-hospitality-podcast-332550"},"episode":{"title":"Internal Customer Service: Psychological Safety in Hospitality","slug":"internal-customer-service-psychological-safety-in-hospitality","published_at":"2026-03-17T18:00:00+00:00","page_url":"https://stenobird.com/podcast/the-michelle-pascoe-hospitality-podcast-332550/internal-customer-service-psychological-safety-in-hospitality","show_page_url":"https://stenobird.com/podcast/the-michelle-pascoe-hospitality-podcast-332550","url":"https://www.michellepascoe.com/The-Michelle-Pascoe-Hospitality-Podcast","audio_url":"https://traffic.megaphone.fm/CSN4482557282.mp3","summary":"When we talk about customer service in hospitality, the focus is usually on the guest. But the truth is exceptional guest experiences are created by teams who feel safe, supported, and respected at work. In this episode, hospitality consultant Anna Sebastian joins Michelle to explore why internal customer service — how leaders support and care for their teams — is the foundation of professional standards and guest service excellence. With more than 15 years of experience in luxury members clubs and Forbes Five Star hotels including The Savoy and The Langham, Anna shares insights from across the global hospitality industry. Together, we unpack how businesses can strengthen psychological safety, workplace accountability, and team wellbeing to create stronger teams — and better customer experiences. Because in hospitality, the way we treat our people shapes the way guests are treated. In this episode we explore: Why internal customer service drives external guest service The connection between psychological safety and hospitality standards Why staff wellbeing impacts guest experience How leaders can create workplaces where teams feel safe to speak up The role of accountability and responsibility in professional hospitality environments Why strong workplace culture improves staff retention and service quality How mentorship and community support women in the drinks industry If you enjoyed this episode: ⭐ Follow the podcast on Spotify⭐ Share this episode with a hospitality leader⭐ Leave a review to help more hospitality professionals discover the show Connect with Anna Anna Sebastian Hospitality: https://annasebastianhospitality.com Celebrate Her: https://celebrateher.co Connect with Michelle 🌐 Website: https://www.michellepascsoe.com💼 LinkedIn: https://www.linkedin.com/in/…","meta_description":"When we talk about customer service in hospitality, the focus is usually on the guest. But the truth is exceptional guest experiences are created by teams…","key_points":[],"chapters":[],"topics":[],"duration_seconds":2121,"processing_state":"not_requested","actions":[{"name":"request_transcript","method":"POST","url":"https://stenobird.com/v1/public/podcasts/the-michelle-pascoe-hospitality-podcast-332550/episodes/internal-customer-service-psychological-safety-in-hospitality/transcription-requests","description":"Idempotently request low-priority transcript generation for this episode."},{"name":"read_markdown","method":"GET","url":"https://stenobird.com/podcast/the-michelle-pascoe-hospitality-podcast-332550/internal-customer-service-psychological-safety-in-hospitality.md","description":"Read the agent-friendly Markdown representation of this episode resource."}]}}