Middle Management Movement By Michelle Pascoe

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 ps