Episode 22: The critical role of the general manager
Today we’re exploring the importance of the general manager in café operations and unpacking how this pivotal role can mean the difference between hospitality businesses operating at a loss or at a profit.
In conversations with experienced operators and a leading management academic, we ask what general managers need from owner operators to thrive and deliver financial success and how to engage and retain these star employees.
Christopher Muller PhD, author of the ground-breaking book: “
The Leader of Managers”, shares some of the management models that have helped transform the role of the GM in hospitality, and highlights the importance of adequately incentivising these key members of staff.
Tim Ridley, founder of
United Baristas, speaks about the importance of treating general managers with compassion and investing time to build a nurturing workplace culture.
Lizzie Gurr, Chief Operating Officer of
Ozone Coffee Roasters and
Hasbean, shares the key qualities she looks for when hiring operational managers across her businesses.
Credits music:
Fumes by Richard James, Winner of the
Coffee Music Project 2019
For more on Christopher Muller’s management research, pick up a copy of his book “
The Leader of Managers”