Drive for Results and Leadership Excellence
Success in the restaurant industry can be challenging, but one of the critical components of a restaurant general manager’s competencies is the unlimited drive for success. It takes a combination of sharp skills, unrelenting dedication, and the ability to thrive under pressure. At the centre of this intense ecosystem stands the Restaurant General Manager (GM), whose job is as much about steering the ship as navigating through storms. The role requires a unique mix of competencies, especially when it comes to one crucial quality—drive for results.
Being a Restaurant General Manager means more than managing a team. It means creating an atmosphere that encourages the continual pursuit of success rather than just aiming for it as a distant objective. In a rapidly evolving industry, a GM’s drive for results defines the restaurant’s profitability and long-term reputation. If you aspire to step into this role or improve your performance, honing this key competency is paramount.
A Drive for Results is Non-Negotiable
In a competitive industry like hospitality, the competencies of a Restaurant General Manager can make or break a business. A strong GM doesn’t just meet expectations—they surpass them by striving for success, taking measured risks, advocating for positive changes, and maintaining resilience under pressure.
If you’re a restaurant owner looking to hire or evaluate a GM or a general manager looking to improve, the drive for results should be your top priority. It’s the difference between a restaurant that merely survives and one that thrives.
As competition in the restaurant industry intensifies, the GMs who will excel are those who push beyond the ordinary. These managers don’t just react to change—they anticipate it. They don’t wait for problems to escalate before addressing them—they solve them as soon as they arise. The result is a more efficient operation, a more satisfied workforce, and a loyal customer base.
The Readiness to Deliver Results: A Prerequisite for Leadership
A Restaurant General Manager’s core responsibility revolves around results. Results can mean different things to different stakeholders, from ensuring customer satisfaction to achieving financial targets to maintaining high staff morale. Being ready to achieve these results requires the right attitude, a deep commitment to excellence, and a relentless drive.
Competencies of a Restaurant General Manager
Every restaurant GM must demonstrate a mix of soft and hard skills. But above all, the ability to stay results-driven sets apart the great from the average.
So, what competencies does a restaurant general manager need to exhibit to be highly effective?
- Strive for Success
At the core of every successful GM is the strive for success. This involves an unwavering commitment to surpass the expectations of both customers and the management team. GMs must not only meet goals but also set new benchmarks. Success is not a one-time event but a continuous journey. Top-performing GMs constantly seek improvement opportunities, exploring new ways to enhance service quality, customer experience, and operational efficiency.
Examples of Striving for Success:
- Constantly evaluate staff performance and offer development opportunities.
- Implementing customer feedback into everyday operations to ensure consistent improvement.
- Developing strategies to minimise waste and improve profit margins.
In a 2023 survey by the National Restaurant Association, restaurant GMs who pursued continuous improvement led establishments that reported 15% higher customer retention rates than those managed by GMs with a more passive approach to success.
- The Ability to Challenge Existing Ways of Thinking
Great GMs challenge the status quo. They are never satisfied with simply maintaining things as they are. Instead, they push boundaries and innovate by introducing new ideas to drive efficiency, customer engagement, and staff performance. Change in the restaurant industry is inevitable—be it shifts in consumer preferences or new health regulations. A top GM stays ahead of these changes by constantly looking for better operating methods.
For example:
- Updating menus to reflect current food trends or seasonal ingredients.
- Rethinking seating arrangements for improved customer flow and enhanced dining experiences.
- Revisiting employee schedules to maximise efficiency during peak hours.
- Resilience: The Key to Overcoming Setbacks
Restaurants face numerous challenges daily—whether it’s an unexpected staffing shortage, negative customer feedback, or supply chain delays. A successful GM shows resilience by keeping operations running smoothly in spite of these obstacles. This ability to recover is about overcoming a challenge, maintaining a positive attitude, and focusing on long-term goals. Rather than being thrown off balance, they remain adaptable, refocusing efforts to solve immediate problems while keeping the long-term goals in view.
Examples of Resilience in Action:
- Juggling multiple tasks, from managing customer complaints to overseeing inventory.
- Keeping staff morale high during busy periods or unforeseen disruptions.
- Adjusting operations quickly when faced with new health and safety guidelines.
Research published by the Harvard Business Review found that resilient leaders are 60% more effective in maintaining team motivation and performance during crises, such as the challenges posed by the pandemic.
- Taking Measured Risks and Acting on Decisions: The Path to Growth
Decision-making is a daily part of the GM role. GMs must make quick yet well-considered decisions, from menu selection to staff scheduling. Successful GMs also understand the importance of taking measured risks—not every choice is clear-cut, but those with a drive for results are willing to act when necessary.
For example, launching a new promotion during a traditionally slow period may seem risky, but it could drive additional revenue and introduce new customers to the restaurant. Informed risk-taking requires data analysis, market awareness, and a clear understanding of the restaurant’s financial position. Another example could be making a decision to change the menu based on customer feedback, or to invest in staff training to improve service quality. These are all examples of how a GM can take measured risks and act on decisions to drive results.
A study by compared to those who avoided Deloitte revealed that restaurant managers who consistently took measured risks saw a 12% increase in profitability change.
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Identifying Competent GMs with Drive for Results
How do you identify a GM with a genuine drive for results? Look for these positive favourable signs:
- Rising to the Occasion During Challenges
When presented with a challenging task, whether it’s an unexpected surge of customers or a sudden shortfall in supplies, high-performing GMs rise to the occasion. They put in the extra effort, working alongside their staff to find solutions, all while keeping a balanced perspective on the obstacles in front of them. They see these challenges as opportunities for growth, not just hurdles to overcome.
- Remaining Objective in the Face of Criticism
One of the most notable traits of a successful GM is their ability to remain objective when facing criticism. They don’t let personal feelings cloud their judgment and instead use feedback constructively. Whether it’s a dissatisfied customer or feedback from upper management, they treat criticism as valuable data that can guide improvements.
Real-Life Example:
- In 2019, a famous restaurant chain faced backlash for a menu item. Instead of panicking, the GM in charge took swift action by addressing customer concerns directly, launching a survey to gather more feedback, and adjusting the menu. This proactive approach appeased customers and enhanced the restaurant’s reputation for responsiveness.
- Advocating for Change
A GM who is driven for results not only accepts change but advocates for it. They push for new initiatives and actively support novel methods to improve restaurant performance. Whether implementing new software for better inventory management or trying out new marketing strategies, these leaders are on the front line of positive transformation.
- Maintaining Composure Under Pressure
In the bustling world of restaurants, pressure is part of the job. A strong GM remains calm, composed, and focused during the busiest shifts. They know how to delegate, make quick decisions, and maintain staff morale while ensuring the restaurant runs smoothly.
Negative Indicators: Recognising a Lack of Drive
While identifying positive traits is crucial, it’s just as important to recognise when a GM may lack the drive for results. Here are some negative indicators:
- Giving up easily: If a GM shows a defeatist attitude or gives up after a minor setback, it signals a lack of determination.
- Blaming others: A GM who frequently shifts the blame for mistakes to their team or external factors lacks accountability, which can severely affect team morale.
- Resisting change: GMs who are resistant to new ideas or critical of every change that comes their way signal stagnation, leading to a decline in staff performance and customer satisfaction.
- Minimal effort: Those who only do the bare minimum are unlikely to drive the restaurant to greater heights. The restaurant industry demands more than just coasting by; it requires initiative and passion.
The Role of Key Performance Indicators (KPIs)
Key Performance Indicators (KPIs) are essential tools for keeping a restaurant general manager on the right track. They provide measurable evidence of a restaurant’s progress in achieving its business objectives. For GMs driven by results, KPIs act as benchmarks for success, guiding their strategies and decision-making.
Essential KPIs for Restaurant General Managers:
Customer Satisfaction Score (CSAT): This measure measures how happy customers are with their dining experience. High CSAT scores are a direct result of excellent management and can indicate future loyalty.
- Employee Turnover Rate: A key indicator of how well a GM manages and retains their team. Lower turnover rates suggest good leadership and a positive work environment.
- Food Cost Percentage: A critical financial metric, food cost percentage reflects the balance between the cost of ingredients and the revenue generated. A GM must continually optimise this to maximise profitability.
- Table Turnover Rate: The rate at which tables are cleared and reset can provide insight into operational efficiency. A high table turnover rate means more customers are served per shift, ultimately boosting revenue.
According to a study by Toast, restaurants that actively track KPIs report 17% higher profitability compared to those that do not. This statistic highlights the importance of measurable goals in restaurant success.
SMART Goals for Restaurant GMs
Setting clear, actionable goals is another essential competency for a results-driven general manager. One of the most effective goal-setting methods is the SMART framework. SMART goals are Specific, Measurable, Achievable, Relevant, and Time-bound. By following this framework, GMs can focus their efforts on what truly matters, driving short- and long-term success.
SMART Goal Examples for a Restaurant GM:
- Increase Customer Satisfaction (Specific & Measurable): “Boost the average customer satisfaction score from 85% to 90% over the next three months by improving service speed and staff training.”
- Reduce Food Waste (Achievable & Relevant): “Cut food waste by 15% in the next quarter through better inventory management and portion control.”
- Improve Employee Retention (Time-bound): “Decrease employee turnover by 10% over the next six months by offering regular training sessions and increasing engagement through team-building activities.”
SMART goals help GMs stay focused on tangible improvements. GMs can track their success by working toward these objectives and continually pushing for better results.
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The Importance of Adaptability
Another critical trait for a GM is adaptability. The restaurant business is full of surprises—whether it’s a sudden change in health regulations, a shift in customer preferences, or a staffing issue. GMs who can adapt quickly to these changes while keeping the restaurant’s core mission intact are invaluable.
Adaptability in Action:
During the COVID-19 pandemic, many restaurants had to pivot quickly to takeout and delivery models. GMs who adapted their operations saw businesses survive and, in some cases, even thrive in the new environment.
When new dietary trends such as veganism or gluten-free dining became popular, adaptable GMs adjusted their menus to cater to these new demands, thereby expanding their customer base.
Restaurant General Manager’s Competencies: Leadership and Communication Skills
To effectively drive results, a GM must be a strong leader and communicator. Leadership is more than just giving orders; it’s about inspiring and motivating the team to perform at their best. A GM with strong communication skills can clearly articulate the restaurant’s vision, expectations, and goals, ensuring the entire staff is aligned and working toward common objectives.
Essential Leadership Traits for GMs:
- Empathy: Understanding the needs of both customers and staff helps create a positive work environment and enhances customer experience.
- Decisiveness: When faced with challenges, a strong GM can make quick, informed decisions without hesitation, maintaining smooth operations.
- Team Building: Building a cohesive team ensures everyone works together toward the restaurant’s success. High-performing teams are motivated and feel valued, leading to better service and improved customer satisfaction.
According to a Gallup report, businesses with strong, engaged leadership have 24% lower turnover rates than those with poor management. This statistic emphasises the critical role of strong leadership in achieving long-term success.
Staying Ahead with Innovation
In a world where consumer trends and technologies change rapidly, GMs who embrace innovation will be ahead of the competition. Whether incorporating new kitchen technology, using customer relationship management (CRM) tools to enhance guest experiences, or utilising social media to engage with customers, innovation is essential for long-term growth.
Innovative Ideas for Restaurant GMs:
- Automating Repetitive Tasks: Technologies like automated inventory management systems can help minimise the time spent on administrative tasks. Allowing GMs to focus on strategic improvements.
- Customer Loyalty Programs: Implementing a digital loyalty program can increase repeat business and provide valuable customer data for tailoring promotions.
- Sustainability Initiatives: Consumers are increasingly drawn to eco-friendly practices. A GM who implements sustainability measures, such as reducing food waste or sourcing locally, helps the environment and attracts eco-conscious customers.
Restaurant General Manager’s Competencies: Fostering a Positive Work Culture
The work culture in a restaurant reflects the GM’s leadership style. A strong work environment increases employee happiness, better service, and, ultimately, better results. GMs who prioritise their employees’ well-being and create a supportive atmosphere will see the benefits reflected in staff retention and customer service quality.
Steps to Build a Positive Work Culture:
- Recognition and Rewards: Celebrating staff achievements, whether excellent service or a successful shift, fosters a feeling of achievement and inspires and encourages employees to sustain top performance.
- Training and Development: Providing training and development opportunities can enhance employees’ skills and increase their commitment to the restaurant.
- Open Communication: Encouraging open dialogue between management and staff allows for quick issue resolution and creates a transparent work environment.
According to a study by Glassdoor, restaurants with positive work cultures saw 27% higher profitability, consistently demonstrating the strong correlation between employee happiness and overall business success.
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The road to success in restaurant management has its challenges. From managing tight budgets to handling customer complaints, GMs face daily hurdles. The ability to solve problems is crucial for overcoming difficulties, requiring critical thinking and a solutions-oriented mindset.
Common Challenges and Solutions:
- Budget Constraints: Implementing cost-effective measures like bulk purchasing or optimising labour scheduling can help manage tight budgets without compromising service quality.
- Staff Shortages: Cross-training staff to handle multiple roles during peak times ensures that operations run smoothly, even when understaffed.
- Negative Feedback: Addressing negative customer feedback promptly and professionally turns a potentially damaging situation into an opportunity for improvement.
In a competitive market, a GM’s ability to turn challenges into opportunities for growth is a hallmark of leadership.
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Conclusion
The Path to Success for Restaurant General Managers
The drive for results is not just desirable for a restaurant GM—it’s a non-negotiable. It requires a balance of competencies, including resilience, innovation, leadership, and adaptability. Those who rise to the challenge will not only ensure the success of their restaurant but will also set a standard that others strive to achieve.
GMs can continuously push the boundaries of what their restaurant can achieve by focusing on measurable goals, cultivating a positive work culture, and remaining adaptable in a fast-paced industry. Whether you’re managing a small café or a high-end restaurant, the path to success starts with a commitment to results—and that begins with you.