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

In the fast-paced hospitality and leisure sector, supervisors and first-time managers are the foundation of future success, tasked with leading teams through demanding shifts while delivering exceptional guest experiences. From managing high-pressure service periods to navigating staff turnover (often exceeding 30% in the industry), these entry-level leaders face significant challenges: fostering team cohesion, driving metrics like guest satisfaction scores, and aligning with organisational goals such as sustainability or digital innovation. Many new managers struggle to transition from team member to confident leader, lacking the tools to coach effectively, communicate with impact, or build a positive culture on the floor.

At Crack On Coaching, we know that investing in your entry-level managers yields transformative rewards. Our Future Leaders Programme, built on the LEADER Pathway and inspired by Michael Bungay Stanier’s The Coaching Habit, equips supervisors and first-time managers with the confidence, communication skills, and leadership identity to excel. Led by Jon Saunders, a hospitality veteran with over 20 years of senior leadership experience, this programme has empowered emerging leaders at industry giants like GAUCHO, Punch Pubs, Wells & Co, Avani Solutions, Bear Inns, Circe Rooftop, Brakspear, Cleverchefs, Cobbles, Polaris Elements, and more. Jon’s proven track record includes 15-20% uplifts in venue performance metrics and 40% reductions in staff turnover, achieved through targeted coaching that builds cohesive, high-performing teams.

Why Choose Crack On Coaching?

Our programme is designed specifically for the hospitality and leisure sector, ensuring your new managers are equipped to lead from day one. Here’s what sets us apart:

• Hospitality-Specific Focus: 100% tailored to the sector, with content validated by leading operators like Brakspear and Avani Solutions, addressing real-world challenges like guest complaints and labour shortages.
• Jon Saunders’ Expertise: With ILM accreditation and successes like 25% EBITDA gains for Punch Pubs, Jon delivers practical, hospitality-driven insights.
• Measurable ROI: 85% of alumni report quantifiable wins within 90 days, from improved guest feedback to reduced team turnover.
• In-Person Immersion: Delivered offline in premium London and Manchester venues, our small cohorts (max 12) foster hands-on 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: Future Leaders Programme

Designed For: Supervisors and first-time managers in hospitality and leisure (e.g., restaurants, pubs, hotels, or leisure facilities), ready to build confidence, master communication, and establish a strong leadership identity.

Programme Objective: Equip entry-level managers with the tools to lead by example, coach with confidence, and create thriving team cultures that drive guest satisfaction and operational success.

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 combines Jon’s expert facilitation, practical simulations inspired by The Coaching Habit, peer networking (including informal dinners and venue tours), and ILM-accredited CPD (up to 21 hours).

The LEADER Pathway: Your Blueprint for Confident Leadership

Our LEADER Pathway, refined through Jon’s work with clients like Wells & Co and Cleverchefs, is a six-pillar framework rooted in The Coaching Habit principles. It empowers new managers to lead with clarity and build teams that excel. Each pillar is explored through interactive workshops, hospitality-specific case studies, and actionable tools:

• L – Lead Yourself: Develop your leadership energy, values, and ownership. Craft a personal leadership style that inspires trust and aligns with your venue’s culture, reducing team friction by 25% (as seen at Bear Inns).
• E – Empower Others: Master the GROW coaching model (Goal, Reality, Options, Will) to upskill team members. Use daily coaching techniques to boost performance, as demonstrated in Avani Solutions’ 20% productivity gains.
• A – Accountability: Set clear standards with the 1-3-1 feedback model (1 praise, 3 improvements, 1 action). Foster accountability without undermining morale, mirroring Circe Rooftop’s 15% engagement uplift.
• D – Dialogue: Embrace Radical Candour for honest, impactful conversations. Learn to deliver constructive feedback and resolve conflicts, reducing guest complaints by 20% (a Cleverchefs success).
• E – Environment: Build a positive team culture using the Iceberg Model to address hidden dynamics. Create rituals like pre-shift huddles to boost morale and guest satisfaction.
• R – Run the Shift: Lead effective shifts with pre-shift briefs, priority-setting, and debriefing techniques. Optimize operations to improve table turnover and guest spend, as seen in a 10% revenue boost at a Punch Pubs venue.

Tangible Outcomes

Graduates emerge as confident leaders who coach effectively and lead by example. Expect:

• Performance Gains: 15-20% uplifts in venue metrics (e.g., guest spend, table turnover) through improved team alignment and operational efficiency.
• Team Retention: 20-40% reductions in staff turnover by fostering trust and engagement, as achieved at Wells & Co.
• Guest Satisfaction: Enhanced Net Promoter Scores (NPS) and online reviews through motivated, cohesive teams.
• Career Readiness: 80% of alumni report readiness for promotion within 12 months, building robust talent pipelines.

What’s Included

• Core Toolkit: Full workbook with coaching questions (50+), shift-lead planning tools, and dashboards for metrics like labour costs and guest feedback.
• Practical Learning: Hospitality-specific simulations (e.g., handling a peak-service conflict) and guest speaker sessions with industry leaders.
• 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 LEADER Pathway

Step into the ‘Dialogue’ module: “Imagine a team member’s repeated lateness disrupting your busiest shift, risking guest satisfaction. In this interactive session, you’ll use Radical Candour to deliver clear, empathetic feedback, drawing from Jon’s success at Brakspear, where a supervisor’s honest conversation cut service delays by 15%. Practice real-time dialogue techniques and leave with a ‘Feedback Playbook’ to foster trust, resolve conflicts, and keep your team focused on delivering exceptional guest experiences.”