For aspiring restaurant and hospitality leaders, the journey from a frontline manager to a general manager (GM) is marked by significant challenges and opportunities for growth. In our March webinar, we were joined by Alan Rogers, VP of Organizational Learning & Development at FSC Franchise Co. (Beef O' Brady's and The Brass Tap) and Megan Amodio, Senior Director of Training and Operations Services at Huddle, as they shed light on the essential elements that pave the way for this transition. Read on for key takeaways from our discussion:

Measuring Soft Skills

In the move from one managerial level to another, soft skills emerge as pivotal determinants of success. Effective communication, adept leadership, and the ability to inspire and motivate teams are among the core competencies that distinguish exceptional leaders. Recognizing and nurturing these skills is essential for enabling managers to navigate the complexities of their roles with finesse.

While the quantification of soft skills may seem elusive, it is indeed feasible through judicious assessment metrics. Metrics such as turnover rates, customer complaints, and sales performance offer valuable insights into the effectiveness of managerial communication, leadership, and interpersonal skills. By taking a data-driven approach, organizations can identify areas for improvement and tailor training initiatives accordingly.

Creating Support Networks

Empowerment thrives in an environment where managers feel supported and connected. By fostering a network of peers and providing ongoing support mechanisms, organizations can cultivate a culture of collaboration and knowledge-sharing. Encouraging managers to seek help when needed and facilitating mentorship opportunities enhances their confidence and effectiveness in their roles.

Taking a Blended Training Approach

In the realm of managerial development, a blended approach to training emerges as a winning strategy. By seamlessly integrating in-person coaching with digital resources, organizations can offer a dynamic learning experience that caters to diverse learning styles and preferences. This multifaceted approach fosters engagement, retention, and practical application of knowledge, thereby accelerating the growth trajectory of managers.

Ensuring Clear Career Paths

Clarity breeds confidence. Providing frontline managers with a clear career path and development plan empowers them to envision their trajectory within the organization. By delineating the requirements, expectations, and opportunities at each managerial level, organizations instill a sense of purpose and direction, motivating managers to strive for excellence and seize growth opportunities.

Prioritize Continuous Learning

Lastly, the journey towards general management is not a destination but rather a continual evolution. Even for tenured managers, continuous learning and ongoing training are still key to keeping their skills sharp. Staying abreast of industry trends, emerging technologies, and best practices equips managers with the knowledge and skills needed to navigate complexities and drive innovation in their roles.

This session underscored the significance of nurturing frontline leaders and equipping them with the tools, resources, and support needed to ascend to the pinnacle of organizational leadership. By prioritizing continuous training and development, fostering soft skills, creating robust support networks, measuring performance effectively, adopting a blended training approach, outlining clear career paths, and embracing a culture of lifelong learning, organizations can empower their managers to thrive and excel in their journey towards general management.


00:00 Introduction and Housekeeping
02:36 Develop Room Within Program
07:41 Snippets from Shift Manager Training
23:45 Journey to GM: Key Holder to Shift Manager
34:11 Journey to GM: Shift Manager to Assistant Manager
39:59 Journey to GM: Assistant Manager to GM
48:50 Handling Regression and Establishing a Support Network
52:46 Continuous Learning and Ongoing Training
53:48 Closing Remarks and Next Steps