Your Venue is Ready—Now It’s Time to Focus on Your People

Over the past year, I've seen venues across the industry undertake remarkable transformations—from sophisticated renovations and facility upgrades to streamlined operations and enhanced service offerings.

While these changes have set the stage for an elevated guest experience, a fundamental truth remains: a venue's success hinges on the quality of its team.

Even the most exquisitely designed space falls short if the service experience doesn't match its environment. Now is the critical moment to focus on the people who bring your venue to life.

So, where do you start?

1. Align Your Team with Your New Environment

Renovations aren’t just about aesthetics—they’re about improving guest flow, efficiency, and experience. But have your team members been trained to maximise these changes?

For example:

• If your venue has expanded dining areas, do team members understand the best ways to navigate the new layout while maintaining seamless service?
• If new technology has been introduced (such as ordering kiosks or a booking system), has the team been properly trained to integrate it smoothly into their service?
• If premium offerings have been added, do team members know how to upsell without being pushy, ensuring guests feel the full value of the experience?

A well-trained team doesn’t just adapt to change—they enhance it, ensuring guests feel the difference from the moment they walk in.

2. Strengthen Leadership at All Levels

The success of your renovated space demands exceptional leadership at every tier. Middle managers serve as the crucial bridge between your vision and its daily execution, ensuring frontline teams remain engaged, motivated, and aligned with your venue's elevated standards.

Yet many supervisors and duty managers earn their positions based on operational expertise rather than leadership capability. Without targeted development, they often struggle to inspire and guide their teams effectively.

Key leadership development areas include:

• Confidence in decision-making – So they can handle unexpected challenges without hesitation.
• Clear, effective communication – Ensuring expectations are met and guest service remains seamless.
• Coaching and team motivation – Helping team members feel valued and empowered to deliver their best.

By investing in leadership development, you create a workplace culture where accountability, teamwork, and exceptional service thrive.

3. Fine-Tune the Details That Create Lasting Impressions

A renovation may attract guests, but it’s service that keeps them coming back. The way guests feel during their visit—whether they feel welcomed, valued, and appreciated—is what truly builds loyalty.

• Are team members actively engaging with guests, or just taking orders?
• Are they anticipating needs rather than reacting to requests?
• Are they personalising service by remembering names, preferences, and past visits?

These small but powerful service moments turn a one-time visitor into a lifelong guest. But they don’t happen by accident—they happen when team members are trained and empowered to deliver them consistently.

So now that your venue has the perfect?physical?environment, it’s time to?make sure the?service experience matches it. Our expertise and workshops for frontline teams and leadership development will?ensure your team is equipped with the skills to deliver exceptional service. Whether it’s refining communication, mastering problem-solving, or strengthening leadership, our tailored workshops are designed to elevate every interaction. Don’t let your venue potential go untapped, invest in your team today and watch your customer satisfaction soar. Reach out to LEARN MORE and book a session that will transform your service experience.

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LET'S KEEP IN TOUCH

1. Subscribe to my weekly podcast, "The Michelle Pascoe Hospitality Podcast" – packed with insights on leadership, guest experience, and industry trends. ??? Listen here

2. Learn more about my Customer Excellence & Engagement Workshops – designed to help your team deliver consistently memorable experiences for your members and guests. Find out more

3. Discover the Middle Management Movement – a suite of values-based leadership programs designed to develop confidence, leadership skills, and emotional intelligence in your current and aspiring middle managers. Find out more

4. Strengthen your leadership team with behavioural insights! The Leadership Team Behavioural Profiling Program helps you uncover leadership styles, improve communication, and create a more aligned, high-performing team using Extended DISC. Find out more

5. Let’s connect! I absolutely love a chat and a half-strength latte—reach out to book an appointment. Book here