A popular gaming and karting zone, which also included a significant food & beverage (F&B) and events business, was expanding rapidly. The company’s success had been built on a vibrant, energetic culture, but the growth was creating a new challenge: a lack of experienced managers. Many of the new managers were high-potential, first-time leaders promoted from within, but they lacked the formal training and skills needed to effectively lead a team, manage operations, and handle the complexities of a multi-faceted entertainment business.
We were brought in for a six-month engagement to design and implement a tailored Manager Development Program for these first-time managers. The program’s objective was to equip them with the essential leadership and operational skills required to succeed in their new roles, empowering them to lead their teams with confidence.
Our approach was a hands-on, blended learning model. We began with a needs assessment to identify the most critical skill gaps, which included conflict resolution, performance management, financial literacy, and communication. Based on these insights, we developed a curriculum that covered:
- Leadership Fundamentals: Transitioning from “doer” to “leader,” setting expectations, and motivating a team.
- Operational Excellence: Managing daily operations, inventory, and point-of-sale systems.
- People Management: Effective communication, coaching, providing feedback, and handling difficult conversations.
- Financial Acumen: Understanding P&L statements, managing labor costs, and boosting profitability.
A key pillar of the program was the personal Mentoring component. We provided one-on-one guidance, shared experiences, and served as a support system. This mentorship created a safe space for the new managers to ask questions, solve problems, and build a network of support.
The training was delivered through a series of weekly workshops, each focusing on a different module. Between sessions, managers were given practical assignments to apply what they learned on the job. We also used role-playing and case studies based on real-world scenarios from the gaming and karting industry.
The company also saw a noticeable improvement in key metrics, including reduced staff turnover and improved customer satisfaction ratings. The program not only developed a new generation of leaders but also created a sustainable model for future leadership development within the company.
