In this month’s Casual Dining Industry Leaders Q&A, we caught up with Natasha Waterfield, Chief Operating Officer, The New World Trading Company.
About Natasha…
Natasha began her career in the engineering industry as a HR Graduate, but was drawn to the hospitality experience and joined NWTC, where she started her journey as HR Manager. Growing quickly to be Head of HR and then HR Director, she became the first female member on The Board in January 2018. Natasha is now the Chief Operating Officer and champions the very best from NWTC’s brands.
How is your business adapting to the challenges of these uncertain times?
We’ve adopted a new work from venue policy – where possible. This ensures that our central teams are spending time in venues local to them.
We’ve closed our HQ (with a central hub located above one of our venues) to be as adaptable as possible and to ensure that our teams can work wherever works for them and the business. We hope this means meetings are kept virtual (cutting needless travel) – or if in-person, it allows our central teams to be in venue at the same time.
Please tell us more about how you are supporting your teams and/or local communities?
During the first lockdown, we worked closely with our teams to engage via new Facebook communities. We created them around various hobbies and they were led by experts within our teams – such as food (learning to cook), drink (developing drink ideas or just how to shake up classic cocktails), music (discussing music and learning to play) and films (what’s the latest Netflix hit).
What do you think are the main challenges ahead?
Ensuring we keep our best and brightest talent within the business. It’s no secret our teams – from bar and kitchen to boardroom – are the driving force behind the business.
What’s the most rewarding aspect of your job?
As a former HR Director, I would say seeing our teams developing and progressing through the business. At NWTC, no path is set. You can carve your own route and find your true passion – we’ve had general managers move into recruitment and talent management, and trainers move into general management.
But I love nothing more than being in our venues, witnessing our teams in full flight and seeing the joy and wonder on guests’ faces, as they enjoy our food and drink.
And the most challenging?
Navigating a global pandemic would certainly rank pretty high. And I think constantly keeping our standards so high – ensuring everything can be the best and providing a truly great experience to our guests, against the backdrop of restriction.
Who or what inspires you to be even better?
I take inspiration from different people, all the time. In this industry, we are lucky to work with so much diversity and talent. There are pieces of inspiration I take from multiple people every day.
What’s your best tip for staying sane in lockdown?
Staying connecting. Be it on Whatsapp, teams, on the phone – social connections are more vital than ever.
Getting outside and enjoy some fresh air – even just a walk around the block.
What’s the best advice you’ve ever been given?
To always remember why you are doing this.
What advice would you give to someone starting out in the industry?
Work hard and experiment with the many different roles – it’s so varied, there is a role for everyone that suits their strengths. Always be nice, it’s a small industry. Most importantly, have fun – in the right role and in the right team, it’s the most magical place to be in the world.
Why is innovation so vital to the pub & restaurant sector?
Innovation drives magical experiences for guests – and these experiences are the decision between a customer having a drink at home vs. visiting their local pub and bar.
How important is the Casual Dining show to your sector? (why would you recommend a visit?)
Casual Dining is an excellent chance to meet so many fantastic connections – often face to face for the first time – and add to your network for years to come. The talent and ideas on display are a source of inspiration – my team always come away buzzing with hundreds of new ideas.
Casual Dining returns to ExCeL London on 27-28 September 2023. Register your interest in visiting the show here.
Interested in exhibiting at Casual Dining 2021? Email [email protected].
