Business Leaders interview: Wayne Feddon

Tell us a little about yourself and your business.

My names Wayne, Senior VP of Operations for SUSHISAMBA Group.  I have always worked in hospitality, I love the industry, and the people who work in it. I love eating out, especially when it comes to a Sunday Roast! 

SUSHISAMBA have 9 sites in the UK, US and Middle East, we operate Duck & Waffle in London and Edinburgh also. 

What motivates you in your work and what do you find most fulfilling about being a business leader?

This is an easy answer, what motivates me the most is the teams I get to work with. Seeing them grow and develop into world class operators is incredible. 

How did you develop your leadership skills and how would you define your leadership style?

I’m lucky that I have got to work in Spain, The North, London and the Middle East. This allowed me to work with so many different operators, learning the best way to operate for me. I think all experience is good experience, its more time under your belt observing then in turn developing your own style, I’ve made mistakes and learnt from them. My style is very much focused on the team and creating the best experience possible for our guests together.

Innovating is crucial in our very diverse industry. How do you stay ahead of trends and incorporate them into your global strategy?

We keep a close eye on changing trends, be that in better systems that drive efficiency and culture, or, in customer behaviour. We introduced SAMABROOM this year in Heron Tower after noticing a change in what our guests look for. Moving away from a nightlife concept to a multifunctional space that is driven by product and an experience for our guests. 

What do you consider to be the key component(s) of effective business operational development?

Clear communication to your teams. If you give them the brief, tell them how to be successful, check in with them and keep leading from the front, that will always help drive your business forward. 

How do you approach identifying areas for improvement within a company's operations?

Spending time within the departments is always a key part. I don’t believe that you can be a really effective operator unless you are on the ground, in and amongst the team. I like being at the pass, seeing the food, tasting the food, speaking with guests, observing how the teams interact with each other. This is such a great part of my week as you see all of the different parts coming together, then seeing what the end product is. 

Where do you think the most promising investments should be focusing on and/or made on?

Your team and their development. If you hire the right people, they in turn look after their people, who are motivated to come to work, ensure that they put everything into every dish, every drink and every conversation with the guest. If you have the right senior managers in place, things such as labour % and food % will come in line as they will have the experience as well as know your expectations to manage that. 

What is or are your biggest career achievement(s)?

The role I am doing now has been great experience, getting to do several openings abroad has been incredible. The biggest achievement has been the development of the team with 90% of the Leadership team being promoted from within. 

Do you have examples where your leadership made a difference? If so, what were they? 

Communication, team work and structure are the key. Implementing clear lines and communication and ensuring the team are driven to achieve the same common goals, this has made a difference in my current role. 

What’s the most important leadership lesson you’ve learned?

Surround yourself with people better than you. It works!! 😊

How did you identify and seize opportunities for advancement in your career?

I have been very lucky throughout my career; I have built great relationships with people throughout the industry and have been recommended for some of the amazing roles I’ve had. Relationships like these with former colleagues and mentors are really important to me. 

Have you achieved everything you wanted in your career so far? 

Definitely not, I am still as keen as I ever was to keep progressing and learn as much as I can do. 

How important is personal development to your success, and how do you approach it?

Listening to more experienced people, whether they be from different departments of senior operators like myself. I always think you should focus on taking advice from people who are in a position you want to be in. 

How do you prioritise tasks when everything feels like a priority?

In hospitality things change daily and so a plan can chance before your morning Yorkshire tea. I try to plan further ahead with the senior team so we have projects and goals set in advance. 

What was the hardest decision you have taken as a leader? 

It would be when I am in a position to choose from two great internal candidates for a role. I never want to let people down so having to choose, deliver the news, then ensure the follow up for the candidate who wasn’t successful is key. 

What steps do you take to measure your own performance?

We have a set of KPIs that give a good guide, but also speaking with the team and getting feedback from them is key as well, 360 feedback can be great if managed properly. 

What does success mean for you as a business leader?

Happy team and happy guests. If you have them, the rest takes care of itself