Business Leader interview: Agi Zawadka

Tell us a little about yourself and your business.

I originally entered the hospitality industry as a part time job whilst I was a student. Twenty-five years later, I'm still here, enjoying the industry. This experience has been fuelled by the vibrant energy of the field especially working in London which has given me a chance to connect with people from diverse cultures, including forming lifelong friendships. For the past decade, I have been working for Burger & Lobster; a place that has provided me with countless opportunities for growth, expansion, and development for my knowledge and skills.

When I'm not immersed in the hustle and bustle of work, I enjoy the tranquillity of home life. Whether it's spending time with family and friends, do a bit of yoga and meditation or tending to my garden, or just simply being in nature. This helps me keep a balance in my life but also helps to deal with life in general and its challenges and stresses. 

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

Hospitality is a field that’s never dull. The constant challenge of ensuring guests have an exceptional experience, meeting budgetary goals, and keeping the business dynamic fuels my motivation daily. One of the most rewarding aspects of my role is supporting and working closely with the teams who make it all possible. Witnessing their development and growth as individuals within our business is incredibly fulfilling. I find this deeply gratifying and motivating.

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

I've developed my leadership skills primarily through hands-on experience and training courses. Being placed in various situations within the industry has allowed me to gain knowledge directly and effectively. I have been very fortunate to have had several managers over years who were a great inspiration to me and provided me with invaluable support and learning opportunities. Observing and seeking advice from trusted mentors and those I aspire influenced my approach.

I would describe my leadership style as relaxed, accommodating, and open to those eager to learn. Supporting staff to develop and maintain their autonomy and independence. However, I also balance this with being directive with staff ensuring tasks, aims and objectives are carried out in order to contribute to the success of the business. Honesty is crucial to me, and I believe in being open and transparent with teams. This creates trust and opens the lines of effective communication and positive collaboration with teams.

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

Staying ahead of trends is essential. I and the team continuously research, discuss and observe industry shifts, whether through attending industry events, networking with peers, or analysing market data. Understanding emerging customer preferences and technological advancements allows me to identify opportunities for innovation.

Incorporating these insights into our global strategy involves a blend of flexibility and forward-thinking. We pilot new ideas on a smaller scale before rolling them out more broadly, ensuring they align with our brand's values and resonate with our diverse customer base.

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

Understanding of the customer experience. Ensuring that every aspect of the operation enhances the guest's journey is crucial. This includes everything from the quality of food, service to the ambiance.

Another critical component is adaptability. The hospitality industry is constantly changing, so being able to quickly adjust operations in response to new trends, customer feedback, or market shifts is vital. 

Investing in staff training and development is essential. Empowering employees with the right skills and knowledge not only improve service quality but also promotes a culture of continuous improvement.

Finally, data-driven decision-making is key. Regularly analysing operational metrics and customer feedback allows for informed adjustments and strategic planning.

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

I begin by gathering data from various sources, including customer feedback, employee input, and performance metrics. 

Observing operations firsthand, reviewing standard operating procedures, and benchmarking against industry best practices. Collaboration with teams at all levels is crucial during this phase, as their insights often reveal practical solutions.

I also prioritize continuous monitoring. By regularly evaluating key performance indicators (KPIs) and staying attuned to industry trends.

Data-driven analysis with team discussions culture of continuous improvement where everyone is encouraged to contribute ideas and solutions.

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

Focus on investing in your team, enhancing guest experiences, and embracing technology. Creating Instagram-worthy moments is especially popular right now.

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

Reaching the position of Operations Director.

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

Creating an honest and welcoming work environment, which improved management team retention. Developing team members into effective leaders. Implementing better controls within the business.

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

Work hard and lead by example. Always be kind and work together with your team.

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

I worked hard and always been giving my best. I have been fortunate enough for my leaders to recognise my hard work and opened development opportunities to advance my career. 

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

I feel like I am continuously learning and developing, I am very happy with my career progress so far.

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

The development of my career has evolved from enjoying what I do. I have an innate hard work ethic and strong commitment to making a success. I love working with people and generating a positive work environment, through being a supportive manager and having good communication. I am also someone who loves a challenge.  These aspects have been the key drivers to my success. 

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

Making difficult choices when evaluating individual and business performance and this can lead to making decisions that could affect individual staff or taking a chance on a new strategic business idea. 

What steps do you take to measure your own performance? 

I focus on meeting business KPIs, appraisals, regular meetings with my managers. 

What does success mean for you as a business leader?

Success, for me, is making the right decisions for the business, working harmoniously with my team, and witnessing the growth of both the business and the people within it.