Foundry Marines: Authenticity Drives the Customer Experience
Jim ?? Goodman
Co Founder & CEO at Persona with expertise in Enterprise Design Thinking
A week or so ago the idea that people are more important than things kept bouncing around in my head. So the blueprint for Foundry Marines came about, which I scribbled down and sent to a staff member for feedback. The response was multiple heart emojis. It has some more detail now, but the following is the essence based on two guiding principles. 1. You are not alone 2. You are the customer experience.
In hospitality, it’s easy to think that success is all about the food or the atmosphere, but the real secret to building customer loyalty goes much deeper. At the heart of it, customer experience is the reason people return. It’s the personal touch, the connection they feel when they walk in the door, and most importantly, the authenticity of the team members who serve them. That’s why we’ve devised the Foundry Marines initiative.
Our vision is simple: your authentic self is what brings customers back. The smiles, the service, and the moments that make each guest feel special are driven by the people behind the scenes. It’s not just about getting the job done, but about connecting with customers in a way that is real and meaningful. Every interaction matters, and we believe that when you bring your true self to work, it translates directly into an exceptional customer experience.
We know that hospitality is more than just transactions. It’s about creating memories, fostering connections, and leaving an impression that makes people want to return. As a Foundry Marine, you’re not just part of the service—you’re a key part of the experience. Your personality, your integrity, and your passion for what you do are what make a place people remember.
No One Gets Left Behind
At the heart of Foundry Marines is the principle that no one gets left behind. Whether you’re on the front lines of customer service or working behind the scenes in the kitchen, every member of the team is valued and supported. We believe that success is collective, and each individual plays a crucial role in delivering exceptional customer experiences.
In a high-pressure environment like hospitality, it’s easy for people to feel overwhelmed, isolated, or left to fend for themselves. But as a Foundry Marine, you are never alone. We work together, we learn together, and we grow together. This sense of unity is key to fostering a work environment where people feel empowered and supported.
Bring Yourself to Work
The Foundry Marines concept encourages our team to bring their whole selves to work. We’re not looking for uniformity or robot-like service; instead, we value authenticity and the individual personalities that make each team member unique.
When you bring your true self to work, you contribute to a more engaging and genuine customer experience. Guests don’t just interact with staff—they engage with people who are passionate, creative, and proud of what they do. We want our team members to embrace who they are and let that shine through in their interactions with colleagues and customers alike.
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You Are Part of the Customer Experience
In hospitality, the customer experience is everything, we recognise that every team member is part of that experience. Whether you’re making cocktails, serving food, or cleaning tables, you have the opportunity to make someone’s day. That’s a responsibility we take seriously.
Being a Foundry Marine means understanding that the little things matter. A smile, a small gesture, going the extra mile—these are the moments that create memorable experiences for our guests. Every Marine is not just a staff member; they are ambassadors of our brand, embodying our values and delivering outstanding service.
Honesty, Integrity, and Authenticity
Foundry Marines are built on three pillars: honesty, integrity, and authenticity. These are more than just words—they are the core values that guide how we work, how we treat one another, and how we serve our customers.
Looking Ahead
The Foundry Marines initiative is not just a training program; it’s a cultural shift. We aim to develop a team that is not only technically skilled but also emotionally connected to the business and each other. Our goal is to set a new standard in the hospitality industry, where Foundry Marines become recognised as leaders in customer service, teamwork, and integrity.
By investing in our team, we believe we can create a work environment where no one gets left behind, where people feel valued and empowered, and where the customer experience is consistently elevated. Together, we will build a community that thrives on shared values and a shared vision for excellence.