Customer Obsessed
Know your customer and their needs
Whether it be residents, guests or customers; listen, understand, anticipate and respond in a timely manner – don’t leave people waiting on a response. Remove barriers and keep service flowing.
Be visible and engaged, show up with intent
Show up consistently, participate, and make your contribution visible. Help others succeed and be known for what you stand for. Practice self-awareness.
Communicate with clarity, share context, bigger picture and the 'why'
Give the background, purpose and expected impact when you delegate, ask for help, or hand over work – not just the task itself. Explain the ‘why’ behind decisions and priorities.
Make it Count
Own the basics, be reliable and accountable
Do the fundamentals well (timesheets, approvals, invoices, follow-ups). Respond in a timely way so teams don’t stall, and customers aren’t impacted. For leaders, be the filter – remove blockers and help your team focus on what matters most.
Make thoughtful, courageous decisions
Make well-considered calls and own them. When a tough decision is needed, act with courage while considering impact. Show empathy and respect.
Deliver with quality, take pride in outcomes
Aim for completeness, accuracy and excellence in your work. Review your work before passing it on and fix issues early. Consider other teams in your decision making – don’t act in a silo or cause downstream issues for others.
We Before Me
Be approachable, create a sense of belonging, listen with curiosity
Be a good human – say hello, create a safe space for questions, ideas and honest conversations. Listen with curiosity and assume positive intent.
Connect regularly, stay in step with your team
Be present and engaged in team meetings (camera on, no multitasking), check in with colleagues and your leader, and share updates to keep work connected and useful. Ensure fortnightly 1:1s are purposeful – focused on coaching, wellbeing, development, unblocking issues, and building trust, not just a to-do list.
Foster connection and celebrate wins, shape and protect team culture
Recognise contributions, create team rituals, share feedback, encourage inclusivity, and create energising moments that strengthen belonging and build trust. Step in when behaviours don’t align with our values.
Today & Tomorrow
Get it right at the beginning, legacy of decisions
Invest time in planning with long-term impact in mind. Ensure the right people are connected to collaborate and decide.
Reflect and improve
Run retrospectives, look back on what could be done better and make changes. Share learnings, build simple processes and be ready to adapt. Avoid overcomplicating or reinventing the wheel.
Invest in growth, learn and help others learn
Take and create development opportunities, set meaningful goals, seek feedback and apply learnings. Follow through on performance and development commitments.
Respect work/life boundaries, take leave, encourage breaks and enable flexible ways of working to support sustainable performance.
Do the right thing, speak up
Is this the right choice for our residents, guests, and company? Are we acting responsibly?
Doing the right thing goes beyond following rules, it’s about considering the wellbeing of everyone involved. It means listening to feedback, communicating openly, owning our mistakes, and taking accountability. We prioritise safety, respect, and continuous improvement, fostering trust and integrity in everything we do.
Escalate and manage risk, act early, act responsibly
If you see something that could impact our residents, guests, colleagues, or business, don’t wait – raise it. Escalate concerns or risks promptly to the right people so we can address issues before they grow. Share facts openly, seek advice when unsure, and support others to do the same. By acting early and responsibly, we protect each other and strengthen trust across our company.
