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May 21, 2025
What Separates a Good GM from a Great One?
In nightlife, your General Manager (GM) is your quarterback. They’re calling plays, keeping the team focused, and making snap decisions that can mean the difference between a profitable night and a disaster. But the truth is: while a lot of venues have good GMs—ones who keep the wheels turning—great GMs are rare. And they’re often the key to long-term success, scalability, and culture. So, what exactly separates the two? Let’s break it down.
1. They Know the Numbers Cold
Good GMs understand the basics: labor costs, liquor cost percentages, cover counts. Great GMs live in the numbers. They monitor KPIs like:
- Sales per labour hour
- Turnover rate per staff position
- Customer retention rates (VIPs, regulars, reservations)
- Revenue per square foot
They use these numbers to make data-driven scheduling, pricing, and inventory decisions—before issues become expensive problems.
2. They Lead, Not Just Manage
Good GMs make sure shifts are covered and rules are followed. Great GMs build a culture. They inspire buy-in from bartenders, DJs, security, and dishwashers alike. Their staff doesn’t just show up—they show up for them.
Key leadership traits of top-tier GMs:
- They lead by example (calm under pressure, professional with guests)
- They give real-time feedback constructively
- They develop their team, not just use them
If you’ve got low staff turnover and a team that hustles without being told—it’s likely you’ve got a great GM.
3. They Think Like an Owner
Good GMs wait for direction. Great GMs anticipate your needs, solve problems proactively, and even find new revenue streams.
A great GM:
- Spots upsell opportunities (e.g. proposing bottle service to large standing groups)
- Suggests layout tweaks to increase table turns or dance floor energy
- Flags trends in customer behavior and adjusts operations accordingly
You know you’ve got a GM thinking like an owner when you can leave town and things run better while you're gone.
4. They Handle Chaos With Poise
Every venue has “those nights.” A shorted bar order, a security incident, a flooded bathroom. A good GM manages the mess. A great GM stabilizes the team while fixing the issue. They communicate clearly, keep the team focused, and make decisions that minimize guest impact.
They’re not just problem solvers—they’re pressure-tested leaders.
5. They Adapt to the Scene, Not Just the Shift
Nightlife evolves constantly—tastes change, laws change, crowd dynamics shift. Great GMs are always scanning the horizon.
They:
- Adjust music, lighting, or pacing based on crowd energy
- Know when to give DJs more autonomy or when to tighten control
- Stay ahead of licensing and compliance curveballs
They don’t just run a venue—they read it.
Final Word
If you’re lucky enough to have a great GM, treat them like the asset they are. Give them room to grow, the tools to lead, and the trust to make bold calls. Because the truth is, you can have the best sound system, the hottest DJs, and the most Instagrammable decor—but without that powerhouse GM steering the ship, your venue is running on instinct instead of insight.
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