9 2.2HI5BEHAVIOURS 8 CHARISMA DETAIL DRIVE RESILIENCE COMMERCIALITY TOM’S STORY “On walking in to one of our restaurants I heard a choir, wondering where the noise was coming from I followed the uplifting sound downstairs to find one of our managers had engaged their team so much they were singing in their pre shift briefing.This manager has that special something that gives them a ‘glint in the eye’ and can create a fun, yet productive atmosphere wherever they go.” “I know when I am somewhere that’s really well run because the finest of details are taken care of. For example, back in the day, if the ashtray in the payphone (yes it was a while ago) was spotlessly clean then I’d be confident all other standards were right. If the small things are done properly then there is confidence that the big things are happening too.” “The driven people in Byron are hungry to learn and are receptive to new ideas, upbeat and engaging.They never give up. I Remember when it snowed so hard London came to a standstill. I was told by a GM to get in my 4x4 and pick up members of the team on the way.We were the only restaurant open on the Kings Road, it didn’t matter that we had a limited menu and only a few customers; we’d done what no other business could – that’s Byron.” “We had the shack set up at Bestival and it was busier than we ever imagined; we served over 4000 burgers in three days, more than a record breaking week at Earls Court.The people working over those days were on fire, kept going and going until they literally dropped, what a team.” “People who are really commercial in Byron focus on getting the service right, it’s what really matters in our business. Giving away tasters to keep people in the queue and entertaining and engaging them to hang on just a bit longer is a great way of combining random acts of kindness with commercial savvy.We never cut cost to such a degree it affects the customer experience.” SENIOR MANAGERS 1.  Communicates a clear engaging vision to the team, direction and belief, focuses on strategic direction and not just today’s needs. 1.  Has high expectations and attention to detail; encourages and expects this in others. 1. Thinks logically and laterally, is challenging and questioning using information to make decisions. 1.  Is self aware and shows empathy. Controls emotional responses, handles challenges well. 1. Has the numbers on the tip of the tongue. 2.  Provides positive and constructive feedback in the timely and appropriate manner. 2.  Knows what proper looks like, anticipates and delivers it; clearly communicating expectations. 2.  Develops short medium and long term plans in order to deliver their targets. 2.  Approaches problems with a positive focus, keeps energy up when under pressure. 2.  Shares the logic of decisions and is clear of the commercial benefits. 3.  Coaches and empowers others, delegates and develops. 3.  Can focus on the detail without losing track of the big picture. 3,  Inspires others to achieve and outperform their individual and team goals. 3.  Asks questions, listens to the answers and considers the views of others. 3.  Achieves commercial success through a productive and engaged team. 4.  Has good judgement, makes excellent decisions and surrounds themselves with 100% Byron people; celebrates individuality and promotes teamwork. 4.  Conducts effective meetings that are purposeful with clear outputs. 4.  Acts on feedback and takes responsibility for learning of self and others. 4.  Sets clear objectives, plans ahead and doesn’t deviate from plans in the face of adversity, is tenacious and doesn’t give up. 4. Develops other people. MANAGERS 1.  Is engaging, creates enthusiasm in others and has the ability to make Byron a fun place to work whilst keeping up high standards. 1.  Has high expectations and attention to detail; encourages and expects this in others. 1.  Develops short medium and long term plans in order to deliver their targets. 1.  Keeps energy up when under pressure ensuring the team does it “properly”. 1. Has the numbers on the tip of the tongue. 2.  Provides positive and constructive feedback in the timely and appropriate manner. 2.  Knows what proper looks like, anticipates and delivers it; clearly communicating expectations. 2.  Delegates when required and develops others to succeed. 2.  Challenges the norm in a respectful way to improve what Byron does; responds well when challenged by others. 2.Thinks ahead to anticipate and pre-empt financial risk. 3.  Has good judgement, makes excellent decisions and surrounds themselves with 100% Byron people; celebrates individuality. 3.  Can focus on the detail without losing track of the big picture. 3.  Is focussed, committed to Byron and takes ownership and responsibility. 3. Adjusts style depending on the situation. Remains nimble. 3. Develops other people. BERNERS STREET TEAM MEMBER 1. Positive, cheerful and looks on the bright side of things. 1. Organised and well prepared for doing it properly. 1. Doesn’t stand still, always asks “what’s next?” Pushes to improve. 1. Remains positive and unflappable under pressure, always delivers. 1. Knows exactly what to do to increase sales or control cost. 2.Warm, friendly and fun, asks questions and shows interest. 2.  Has high levels of attention to detail; is able to anticipate what’s needed next. 2.Takes pride in the job and is committed to Byron. 2. Asks for, and acts on any feedback with a smile. 2. Is an expert in area of work. 3.  Confident, communicates well with everybody and is a popular member of the team. 3. Gets it right first and every time; learns from mistakes. 3. Determined and wants to be the best. 3. Responds well to change and has a “can do” attitude. 3.  Follows Byron processes, but always looks for a way to improve things. For our Managers, as well as doing things properly you also need to demonstrate the below Hi 5 Behaviours