#34 - Justin Newton, Director, House Made Hospitality

Back of House

Hospitality is an important industry to society, and as long as people continue to interact they will require an environment in which to do so. But as awareness grows and the industry becomes increasingly on-trend, expectations are raised. The essence of service is not a mystery, but many do not fully grasp the minor touches that can elevate an experience and make it both memorable and great. My career has spanned five continents and an array of premium hospitality environments, and though the measures of service success vary, I believe the way to achieve it does not: it is only through the development of our people and a commercial mindset that can we deliver results. The cultivation of a challenging yet positive working culture drives the standards of performance from our people, and this requires a focus on both the individual and the team as a whole. Culture does not just happen, rather it is a result of accepted behaviours; so culture involves conscious effort from all parties, but especially from its leaders. I am a leader who builds the culture within a business, has a wide breadth of experience and a proven record of results. I use my existing knowledge, relevant data, a service feel and feedback from as many sources as possible to make critical business decisions in the provision of an exceptional service experience and in the delivery of bottom-line profits. And despite the necessity of creativity, my anchor is always a commercial mindset. Coming from an operational background, I bring a well-measured approach to strategic thinking: applying an analytical, informed, and structured approach is crucial to arriving at the best conclusion, ensuring innovations are viable and relevant. I constantly seek improvement to achieve growth in both our people and the business, and I manage the expectations of those around me through defined goals, and clear and transparent communication. I also consider myself tenacious, diligent, and above all, someone who cares.