Professor Chris Muller is one of the leading figures in the study of effective multi-unit management in the hospitality industry, with decades of experience and research that helps leaders develop, grow and succeed.
His Phases of Multi-Unit Manager Development Model outlines a structured approach to developing multi-unit managers and their competencies across a series of increasingly complex phases. He also defined the super operator line. This line represents the level at which many capable general managers struggle to transition into effective multi-unit managers.
A multi-unit manager who recognises they are working as a super operator must focus on activities that shift their mindset from hands-on control to strategic leadership.
In our work with leading hospitality brands, we endeavour to bring Muller’s work to life. This download explains the model in detail, gives examples of excellence, and offers development activity ideas. We also share the warning signs you may be acting as a super operator.
The multi-unit manager's development pathway
From operations to strategic leadership
