At the heart of every thriving organisation lies a commitment to its people, but at SOCIAL—a restaurant and co-working chain owned by Impresario Entertainment & Hospitality—this commitment runs deeper. Employees are not merely seen as workers; they are true partners, sharing in the company’s journey and contributing to its success. This progressive mindset is reflected in SOCIAL’s culture, where everyone, from entry-level staff to senior management, plays a role in shaping the organisation’s future. Decision-making is collaborative, and career growth is treated as a shared responsibility, creating an environment where both the company and its employees thrive.
The belief that employees are partners is more than just a philosophy; it drives every interaction and decision at SOCIAL. Employees are given a voice in key decisions, ensuring they feel respected and integral to the company’s success. “This inclusive approach isn’t just a slogan; it’s ingrained in how we operate,” explains Ambarish Sharma, chief human resources officer, Impresario Entertainment & Hospitality. “We actively seek feedback through multiple channels, and employees know their opinions matter. This transparency fosters loyalty and significantly improves retention.”
SOCIAL’s unique approach extends beyond inclusivity to how it values experience. In an industry defined by human interaction, real-world experience often matters more than formal qualifications. SOCIAL recognises this, prioritising hands-on learning and customer interaction over academic credentials. Employees are encouraged to learn from each exchange with patrons, and their performance is evaluated based on customer feedback. The company’s training programmes are designed to enhance service quality while rewarding positive performance, boosting employee morale in the process.
“This inclusive approach isn’t just a slogan; it’s ingrained in how we operate. We actively seek feedback through multiple channels, and employees know their opinions matter. This transparency fosters loyalty and significantly improves retention.”
Ambarish Sharma, chief human resources officer, Impresario Entertainment & Hospitality
Recognition is key to SOCIAL’s workplace culture. The company has developed a comprehensive reward system, ensuring that good work is consistently acknowledged. Around 20-25 per cent of employees have stayed with the organisation for more than five years, a testament to this commitment. What’s more, SOCIAL takes a consultative approach when it comes to refining these reward programmes. Instead of overburdening employees with lengthy surveys, the company collects feedback online and incorporates it into the decision-making process. This input led to the revamp of the ‘Employee of the Month’ programme and the creation of the ‘Impresario of the Year’ award, which honours consistent top performers. This approach ensures that recognition is fair, unbiased, and aligned with employee expectations.
SOCIAL also prides itself on its transparent career progression system. The company follows a banding structure from Grade 1 to Grade 8, with clear, measurable criteria for promotion. Supervisors must justify promotions based on an employee’s achievements and suitability for the next role. This meritocratic system not only removes bias but also fosters trust and reduces tension within teams. Employees know their goals and Key Result Areas (KRAs) from the start of the year, ensuring alignment between personal aspirations and organisational objectives. Regular performance monitoring, paired with a robust reward system, keeps employees motivated and focused on their career development.
Learning and development are central to SOCIAL’s philosophy. The company’s dedicated learning and development (L&D) department prioritises on-the-job training, integrating lessons into the daily operations of its kitchens and restaurants. Employees are also encouraged to pursue certifications relevant to their roles, such as in supply chain or procurement. Once certified, they are expected to pass on their knowledge to peers, creating a continuous cycle of learning and professional growth. This real-world, hands-on approach to training fosters a culture of constant improvement and development.
SOCIAL’s commitment to career development is ambitious yet achievable. The company’s career ladder is open to all, from entry-level servers to senior management. Several employees have already risen from junior roles to executive positions, illustrating SOCIAL’s belief in nurturing internal talent. The company also uses a combination of behavioural competencies and performance metrics to identify high-potential employees for leadership roles. Those who perform consistently over three years are considered for managerial positions, with the Hogan Assessment providing additional data-driven insights to reduce subjectivity in the selection process.
This people-centric approach has yielded remarkable results. SOCIAL’s employee turnover rate is 18-20 per cent, significantly lower than the industry average of 29-30 per cent. “We centre our efforts around our employees, and it’s paying off,” Sharma notes. Moving forward, SOCIAL is focused on diversity and inclusion, with plans to recruit talent from a variety of backgrounds, including the LGBTQ+ community and individuals with unique experiences. The company is also in the process of digitising its HR processes, allowing managers to focus more on enhancing employee and customer experiences.
By treating employees as partners and investing in their growth, SOCIAL has created a culture of trust, engagement, and high performance. The company’s progressive approach not only fosters career advancement but also empowers employees to shape their futures, ensuring they are more than just resources—they are true partners in the company’s success.
As SOCIAL looks to the future, it is clear that its innovative people management strategy has set a new standard for the industry. By continuing to invest in its employees as partners, the company is well-positioned to not only retain top talent but also to foster a workplace culture where everyone can thrive.
