AN EXPLORATORY STUDY OF RESTAURANT MULTI-UNIT MANAGERS’ DEVELOPMENT Kathryn J. Lentz Thesis Prepared for the Degree of MASTER OF SCIENCE UNIVERSITY OF NORTH TEXAS May 2014 APPROVED: Lisa Kennon, Committee Chair Richard Tas, Committee Member Robert Insley, Committee Member Lea Dopson, Chair of the Department of Hospitality and Tourism Management Judith Fourney, Dean of the College of Merchandising, Hospitality and Tourism Management Mark Wardell, Dean of the Toulouse Graduate School Lentz, Kathryn J. An Exploratory Study of Restaurant Multi-Unit Managers’ Development. Master of Science (Hospitality Management), May 2014, 128 pp., 8 tables, 15 figures, References, 88 titles. Development is important to the initial phase of a new restaurant multi-unit manager (MUM), and appropriate training should be conducted in concert with acceptance of the position. The purpose of this study is to explore the need for individual training of restaurant MUMs in order to facilitate a smoother transition between executive level management positions. The exhaustive literature review aided in the creation of three research questions to be answered through the interpretation of collected interview data. Restaurant MUMs were invited to participate via LinkedIn, a social media network for professionals. Semi-structured interviews were conducted with 17 restaurant MUMs over a two-week period and then transcribed into Word documents and uploaded into ATLAS.ti for analysis. The use of tools within ATLAS.ti, such as network mapping and semantic layouts, allowed the researcher to interpret the correlation between codes and themes created and therefore, answer the research questions. Conventionally, managers have to leave their restaurants or area for many days in order to obtain the necessary training to be more effective in their positions. This study has concluded that while MUMs are aware of their tasks and responsibilities, they are not aware of training available in order to gain the skillset necessary to complete the tasks. Blanket training programs will not work for MUMs, they need training to be customized to such areas as new openings, wide-spread markets and the changing workforce. More courses in developing others need to be implemented so MUMs can learn the skills needed to properly develop their managers into leaders. Copyright 2014 by Kathryn J. Lentz ii ACKNOWLEDGEMENTS First and foremost, I give Jesus Christ the glory because without Him, none of this would be possible. I also recognize my sweet husband, Greg, who believed in me 100%, prayed incessantly, and provided a solid foundation for me to stand on. His love is constant and his desire to see me succeed unsurpassable. To my children, may they succeed in all the plans Jesus has for them, and if a Master’s thesis is in their future, may they learn from my experience. My committee chair and teaching mentor, Dr. Lisa Kennon, has been with me even before I entered the hospitality program. Her gentleness and understanding has kept me focused on becoming a college professor and her fun-loving attitude always brought a smile to my overly stressed days. Dr. Richard Tas, stepped up at the last moment as a committee member, to help me get through the last part of this process. Besides allowing me to be a part of his teaching team, he also shared his knowledge on my research subject, with a generous attitude. Committee member, Dr. Robert Insley, stepped away from the comforts of his college to be a part of my committee. His different point of view and attention to detail was greatly appreciated. Thank you for walking through this process with me. Your perspective and guidance was instrumental. To Jennifer Elwell, Leia Krier and other friends who endured my hectic schedule, loved and prayed me through until the end, their support is precious to me. For Dad and Mom and Grandmother Frances Stockton who all value education so highly, thank you all for encouraging me to reach my goals even though it took many years to come to fruition. Lastly, to my participants, without your willingness there would be no data to analyze. Thank you. iii TABLE OF CONTENTS Page ACKNOWLEDGEMENTS ................................................................................................................... iii LIST OF TABLES ................................................................................................................................ vi LIST OF FIGURES ............................................................................................................................. vii CHAPTER 1. INTRODUCTION ........................................................................................................... 1 1.1 Problem Statement ................................................................................................. 1 1.2 Importance of Research .......................................................................................... 5 1.3 Purpose of the Study............................................................................................... 6 1.4 Definition of Terms ................................................................................................. 6 1.5 Organization of Thesis ............................................................................................ 8 CHAPTER 2. LITERATURE REVIEW ................................................................................................... 9 2.1 Literature Overview ................................................................................................ 9 2.2 Managers of Learning ............................................................................................. 9 2.3 The Art of Human Capital Development through Training................................... 12 2.4 Training in Top Restaurant Organizations ............................................................ 15 2.5 Multi-Unit Manager: A Unique Character ............................................................ 17 2.6 Establishing a Succession Plan .............................................................................. 21 2.7 Limitations of Previous Research .......................................................................... 25 CHAPTER 3. METHODOLOGY ........................................................................................................ 27 3.1 Overview ............................................................................................................... 27 3.2 Research Design .................................................................................................... 27 3.3 Data Collection ...................................................................................................... 28 3.4 Analysis of Data ..................................................................................................... 32 CHAPTER 4. RESULTS ..................................................................................................................... 34 4.1 Overview ............................................................................................................... 34 4.2 Participants’ Responses ........................................................................................ 34 4.2.1 Coding and Themes ................................................................................... 35 iv 4.2.2 Interview Questions .................................................................................. 39 4.2.3 Demographics ........................................................................................... 39 4.2.4 Open-Ended .............................................................................................. 42 4.2.5 HU Family - Awareness ............................................................................. 43 4.2.6 HU Family – Assessment ........................................................................... 47 4.2.7 HU Family – Next Steps ............................................................................. 52 4.2.8 Words of Wisdom ..................................................................................... 56 4.3 Summary ............................................................................................................... 56 CHAPTER 5. DISCUSSION AND CONCLUSIONS .............................................................................. 58 5.1 Overview ............................................................................................................... 58 5.2 Demographics Discussion ..................................................................................... 59 5.3 Research Question 1 Discussion ........................................................................... 61 5.4 Research Question 2 Discussion ........................................................................... 65 5.5 Research Question 3 Discussion ........................................................................... 70 5.6 Summary of Conclusions ....................................................................................... 74 CHAPTER 6. IMPLICATIONS ........................................................................................................... 76 6.1 Recommendations in the Marketplace ................................................................ 76 6.2 Limitations of the Study ........................................................................................ 76 6.3 Suggestions of Future Research ............................................................................ 77 APPENDIX