From Restaurant GM to Multi-Unit Leader: Why These Promotions Often Fail—and How to Fix It

4 Min Read By Carrie Luxem

In the restaurant industry, moving from General Manager (GM) to Multi-Unit Leader (MUL)—whether as a District Manager, Area Manager, or Regional Director—is usually seen as a natural career progression. After all, a high-performing GM has already mastered running a restaurant, hitting numbers, developing teams, and managing day-to-day operations, so giving them more locations should be a win.

Not necessarily.

Many top-performing GMs struggle in MUL roles or, worse, fail altogether. I’ve seen it firsthand during my decade leading HR for over 200 Potbelly Sandwich Works locations, my 15+ years advising restaurant owners through Restaurant HR Group, and even through my husband, John Luxem, as he has built his Dunkin’ business. On my YouTube show, I’ve talked to other industry leaders, like Dan Anfinson, COO of MH Restaurant Group, about this problem and how companies can position promoted managers for success. 

Through these experiences, I’ve identified…