Trail Meets New World Trading Company's Beth Cole

In our new interview series, we're putting team members in the spotlight. Getting their unique insights, straight from the front line.
Caroline Joyce
Sep 2021
6 min read
The New World Trading Company

Beth Cole is the Assistant General Manager at the New World Trading Company. She won Duty Manager of the Year 2017 and Assistant General Manager of the Year 2018 for the company.

On an average day...

I wake up with a coffee and my walk across the River Tyne to work in The Botanist gets me ready for a shift. The number of staff changes depending on the day, but on average there are around 15+ I will be in charge of while running the shift. My day will include any back-of-house tasks, along with running the front-of-house restaurant, chatting to guests and working with the team.  

“The job is a lot more than running a restaurant. It’s engaging with guests and going the extra mile”

My biggest challenge is...

Keeping the team motivated! With 80 people working under one roof, there are always some shifts where morale seems low, and it’s part of my job to give everyone that boost.

I get the most out of my teams by...

Engaging with them all. Whether it's commending their work or offering friendly criticism, I strongly believe communication with your staff is key.

My biggest success...

I am very proud of my personal career development. As a manager at The Botanist York I saw two of my staff members progress into line managers for their departments, which was something I was really pleased with.

What I love about my job is...

That no day is the same, I am always learning something new and doing something different. The job is a lot more than just running a restaurant, it’s engaging with guests and going that extra mile. I feel proud to work where I do.

Our working culture at NWTC is unique because...

We have a very strong work ethos and I think all staff members would say that if asked. We don’t want robots, we want staff who genuinely enjoy their jobs, are passionate about what they do and who create unrivalled customer experiences.

How NWTC uses technology...

We do everything paperless now, including our orders which is great. And I know I don’t have to talk about Trail, but it’s the app I can’t live without in my working day. I think with how important all of our checks and our due diligence are, Trail ensures everything is in the correct place at all times and you are able to find it with ease. We are able to check up on any date we like, for any department.

To get the most out of it, I recommend discussing with your teams the importance of each of the tasks, so the team themselves can take this in their stride.

“Trail ensures everything is in the correct place at all times”

The secret to NWTC's success is...

Habitual consistency! With everything we do, we aim for consistency. Whether that’s staff training, our campaigns, our food and cocktails, NWTC aim for the best and I think this shows through the staff.

Each cocktail, each item of food, has a certain way it should be presented to the guest. Each customer interaction has basic steps for the staff to add their spin on, to ensure the best guest experience.  

“With everything we do, we aim for consistency”

Advice I'd give to anyone starting out in hospitality...

Always remember to make sure you enjoy work! It can be long hours with difficult tasks, but your colleagues can be some of the most hardworking people you could meet. Hospitality staff understand the strains of the job and always want to help each other out so it’s a great industry to make friends in.

What customers are saying

"Trail has given us realtime insight into every facility across our estate, so we can react to maintenance issues before they become large."
Scott Vernon
Chief Financial Officer
"We turned our Costa Checks and various compliance forms into regular tasks on Trail, which has contributed to some of the best scores we have had."
Delroy Daniels
Operations Director
"It’s the app I can’t live without in my working day."
Beth Cole
Assistant General Manager
"We rarely provide training to our guys, they just bought into the idea straight away. I love that I have a full visual of everyone's activity in front of me."
Katrin Toots
Compliance Manager
“Probably my favorite system. The uptake on it was so quick, and support has been great.”
Matt Pinchard
HR, Systems & Compliance Manager
“The EHO visited almost every site last year and every store was given a five star rating."
Jay Brown
Operations Chef

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