Empower Your Rising Stars: Crack On Coaching’s Developing Leaders Programme

In the dynamic hospitality and leisure sector, Assistant Managers, junior General Managers (GMs), and new GMs are the backbone of future success, tasked with delivering exceptional guest experiences while navigating operational pressures. From managing high-turnover teams (often exceeding 30%) to driving KPIs like guest satisfaction scores and labour cost ratios, these emerging leaders face a steep learning curve. Economic volatility, evolving guest expectations, and the push for sustainability add complexity, demanding not just operational skills but resilience, adaptability, and emotional intelligence. The challenge? Many new managers excel as “doers” but struggle to become “developers” who coach teams, foster cohesive cultures, and lead with confidence.

At Crack On Coaching, we believe that investing in your rising stars reaps transformative rewards. Our Developing Leaders Programme, built on the GROWTH Pathway and inspired by Brené Brown’s Dare to Lead, equips Assistant Managers, junior GMs, and new GMs with the tools to become courageous, effective leaders. Led by Jon Saunders, a hospitality veteran with over 20 years of senior leadership experience, this programme has empowered emerging leaders at industry leaders like GAUCHO, Punch Pubs, Wells & Co, Avani Solutions, Bear Inns, Circe Rooftop, Brakspear, Cleverchefs, Cobbles, Polaris Elements, and more. Jon’s track record includes 15-20% uplifts in venue performance metrics and 40% reductions in staff turnover, achieved through targeted coaching that fosters engagement and growth.

Why Choose Crack On Coaching?

Our programme is tailored to the unique challenges of hospitality and leisure, setting your emerging leaders up for long-term success. Here’s what makes us stand out:

Hospitality-Focused Design: 100% crafted for the sector, with content validated by top operators like Brakspear and Avani Solutions, addressing real-world challenges like labour shortages and guest-centric innovation.
Jon Saunders’ Expertise: With ILM accreditation and a history of driving 25% EBITDA gains for Punch Pubs, Jon delivers insights grounded in real hospitality triumphs.
Proven ROI: 85% of alumni report measurable wins within 90 days, from improved team engagement to enhanced NPS scores.
In-Person Immersion: Delivered offline in premium London and Manchester venues, our small cohorts (max 12) foster deep learning and networking.
Sustained Support: Lifetime access to an alumni portal, quarterly masterminds, and post-programme coaching ensure lasting impact.
Ethical Leadership Core: Aligned with British Institute of Innkeeping (BII) and Hospitality Sector Council standards, emphasizing diversity, equity, and sustainability.

Programme Overview: Developing Leaders Programme

Designed For: Assistant Managers, junior GMs, or new GMs in hospitality and leisure, ready to transition from operational “doers” to inspirational “developers” who coach teams and build thriving cultures.

Programme Objective: Equip emerging leaders with the resilience, adaptability, and emotional intelligence to lead with courage, foster cohesive teams, and drive performance in venues like hotels, restaurants, pubs, or leisure facilities.

Format and Duration: This offline, in-person programme spans three full-day workshops over six weeks, held in central London or Manchester. Limited to 12 participants, it blends Jon’s expert facilitation, Brené Brown-inspired values work, practical simulations, and peer networking (including informal dinners and venue tours) for ILM-accredited CPD (up to 21 hours).

The GROWTH Pathway: Your Blueprint for Courageous Leadership

Our GROWTH Pathway, refined through Jon’s work with clients like Wells & Co and Cleverchefs, is a six-pillar framework rooted in Dare to Lead principles. It empowers new managers to lead with authenticity and build teams that thrive. Each pillar is explored through immersive workshops, hospitality-specific case studies, and actionable tools:

G – Grounded in Leadership: Define your personal leadership style, impact, and values. Craft an authentic presence that aligns with your venue’s culture, fostering trust and reducing team silos by 25% (as seen at Bear Inns).
R – Reflect & Flex: Master situational leadership to adapt to diverse team dynamics, from bar staff to kitchen crews. Learn flexible coaching techniques, boosting engagement scores by 15%, as demonstrated at Circe Rooftop.
O – Own the Coaching Habit: Embed a day-to-day coaching culture with practical frameworks. Use one-to-one templates to upskill deputies, mirroring Avani Solutions’ 20% productivity gains.
W – Win Through Change: Lead through sector challenges like labour shortages or menu pivots. Develop change management plans to maintain performance, as seen in a 10% revenue recovery at a Punch Pubs venue.
T – Tackle the Tough Stuff: Navigate conflicts, set boundaries, and hold honest conversations. Build resilience to manage tough scenarios, reducing staff turnover by 30% (a Brakspear success).
H – Harvest Development: Grow future leaders through succession planning and Individual Development Plans (IDPs). Strengthen talent pipelines, with 80% of GAUCHO GMs reporting faster deputy promotions post-programme.

Tangible Outcomes

Graduates emerge as confident leaders who coach with consistency and build thriving teams. Expect:

Performance Boosts: 15-20% uplifts in venue metrics (e.g., table turnover, guest spend) through optimized operations and team alignment.
Retention Gains: 20-40% reductions in staff turnover by fostering trust and engagement, as seen at Wells & Co.
Guest Impact: Enhanced NPS and online review scores through motivated, cohesive teams.
Career Progression: Robust succession plans, with 75% of alumni reporting readiness for senior roles within 12 months.

What’s Included

Core Toolkit: Practical tools including coaching question libraries (50+ questions), SWOT analysis templates, and performance dashboards for metrics like labour costs and guest retention.
Experiential Learning: Hospitality-specific simulations (e.g., resolving a guest complaint crisis) and guest speaker sessions with industry trailblazers.
Ongoing Support: Six months of digital resources (podcasts, webinars), two post-programme coaching calls, and lifetime alumni portal access.
Certification: ILM-endorsed certificate to enhance your professional profile.

Course Preview Excerpt: A Glimpse into the GROWTH Pathway

Dive into the ‘Tackle the Tough Stuff’ module: “Picture a key team member underperforming during a peak service period, risking guest satisfaction. In this immersive simulation, you’ll use a conflict resolution framework to address the issue with empathy and clarity, drawing from Jon’s success at Cleverchefs, where a GM’s honest conversation cut complaints by 20%. Learn to set boundaries, deliver constructive feedback, and foster accountability without losing trust. Leave with a ‘Tough Talks Toolkit’ to navigate conflicts and build a resilient, united team.”

Features

In-Person Immersion: Three full-day workshops in premium London and Manchester venues, capped at 12 participants for personalized coaching, peer networking, and venue tours.
GROWTH Pathway Framework: Six pillars (Grounded, Reflect, Own, Win, Tackle, Harvest) refined with clients like GAUCHO and Punch Pubs, delivering 15-20% uplifts in venue performance metrics.
Expert Facilitation by Jon Saunders: Leverage Jon’s 20+ years of hospitality expertise, with proven successes like 25% EBITDA gains at Wells & Co and 40% turnover reductions at Brakspear.
Practical Toolkits: Coaching question libraries (50+ questions), SWOT analysis templates, and dashboards for metrics like guest spend, labour efficiency, and online review scores, built for Excel/Tableau.
Real-World Simulations: Hospitality-specific scenarios (e.g., resolving a team conflict during peak service) to master resilience and decision-making, as seen in Avani Solutions’ 20% productivity gains.
ILM-Accredited CPD: Earn up to 21 hours of Continuing Professional Development credits, enhancing your CV and LinkedIn profile.
Sustained Support Ecosystem: Lifetime access to an alumni portal, quarterly mastermind sessions, and two post-programme coaching calls to embed learnings.
Networking Opportunities: Informal dinners and connections with peers from Bear Inns, Circe Rooftop, and more, fostering industry collaboration.
Emotional Intelligence Focus: Develop self-awareness, communication, and relationship-building skills to reduce complaints by 20% (as achieved at Cleverchefs).
Sustainability and Inclusion: Strategies to integrate ESG principles and foster diverse teams, aligned with BII and Hospitality Sector Council standards.
Values-Driven Leadership: Brené Brown-inspired exercises to build courage, honesty, and vulnerability, creating cohesive teams that drive guest loyalty.
Analytical Skill Development: Hands-on training in SWOT, competitor, and team analysis to inform actionable plans, boosting operational efficiency by 15% (as seen at Cobbles).

Target audiences

Assistant Managers: Leading teams in restaurants, bars, hotels, or leisure venues, preparing to take on GM roles with enhanced coaching and leadership skills.
Junior GMs: Managing smaller venues or recently promoted, seeking to master team development, conflict resolution, and performance management.
New GMs: Transitioning into full GM roles, aiming to align teams with strategic priorities like guest satisfaction, sustainability, or digital innovation.
Shift Supervisors: Overseeing FOH/BOH teams, eager to develop emotional intelligence and analytical skills to drive team performance.
High-Potential Talent: Rising stars identified for promotion, needing tools to coach others and build cohesive, high-performing teams.
Franchise or Independent Managers: Running branded or independent venues, seeking to standardize excellence and boost guest loyalty metrics like NPS.
Team Engagement Champions: Leaders focused on reducing turnover (often 30%+ in hospitality) and fostering inclusive, motivated cultures.
Change Navigators: Managers tackling challenges like labour shortages, seasonal fluctuations, or regulatory shifts with agility and resilience.
Guest Experience Advocates: Professionals dedicated to elevating online reviews and guest satisfaction through empowered teams.
Succession Builders: Leaders committed to developing deputies and staff for future roles, strengthening talent pipelines for long-term success.
Culture Shapers: Managers passionate about creating positive, values-driven environments aligned with organisational goals.
Early-Career Innovators: New leaders eager to adopt modern leadership practices, including ESG integration and digital tools, to stay competitive.

Requirements

Current Role: Serve as an Assistant Manager, junior General Manager (GM), or new GM overseeing operations in a hospitality or leisure venue (e.g., restaurant, pub, hotel, or leisure facility) with responsibility for team performance and guest experience metrics.
Experience Level: Have 1-3 years of supervisory or management experience in hospitality or leisure, with exposure to operational tasks like shift management, guest service, or basic KPI tracking (e.g., guest spend, labour costs).
Leadership Aspiration: Demonstrate a strong desire to transition from operational “doer” to inspirational “developer,” focusing on coaching teams, building culture, and aligning with strategic goals like guest retention or sustainability.
Team Oversight: Supervise at least 3-5 team members (e.g., front-of-house, back-of-house, or supervisors) to apply programme tools like coaching frameworks, conflict resolution templates, and Individual Development Plans (IDPs).
Commitment to Growth: Show a proactive mindset for personal and team development, with readiness to engage in reflective practice, peer collaboration, and hands-on learning during workshops.
Time Availability: Commit to three full-day, in-person workshops over six weeks in central London or Manchester, plus pre- and post-session tasks (approximately 21 hours for ILM-accredited CPD).
Basic Metrics Familiarity: Understand venue-level metrics (e.g., table turnover, labour cost percentages, or online review scores) to leverage programme resources like dashboards and SWOT analysis tools.
Change Readiness: Be prepared to tackle sector-specific challenges, such as high staff turnover (30%+ in hospitality), guest complaints, or economic pressures, with a focus on resilience and adaptability.
Cultural Influence: Commit to fostering an inclusive, guest-centric culture aligned with British Institute of Innkeeping (BII) and Hospitality Sector Council standards, emphasizing diversity and ethical leadership.
Networking Engagement: Be open to building industry connections through small-cohort (max 12) peer roundtables, informal networking dinners, and venue tours to share best practices.
Emotional Intelligence Interest: Eager to develop self-awareness, communication, and relationship-building skills to foster cohesive teams and reduce workplace conflicts.
Values Alignment: Willingness to embrace Brené Brown-inspired Dare to Lead principles, focusing on courage, honesty, and vulnerability to build trust with teams.