How do you move from vagueness to clarity in coaching conversations? The GROW model of coaching is a simple yet powerful framework for structuring coaching conversations. It stands for:
• G = Goal
• R = Reality
• O = Options
• W = Will (or way forward)
It helps leaders move others from vague ideas to clear commitments – perfect for a time-pressed multi-site manager aiming to build ownership and performance in their GMs. Let’s explore in more detail:
G = Goal
What do they want to achieve? This is where you define the focus of the coaching conversation. In the hospitality context, it could relate to anything from improving guest experience to hitting labour targets or developing team leaders.
Your coaching intent: Help your GM clarify a meaningful, specific, and motivating goal.
Example questions to ask:
• What’s the biggest thing you want to improve in your site right now?
• If this conversation could lead to one breakthrough, what would it be?
• What would success look like to you by the end of next month?
• How would you know you’ve made real progress on this?
Hospitality-specific example:
Your GM wants to reduce team turnover. You help them set a goal: “I want to reduce my monthly staff turnover from 28% to below 20% in the next 8 weeks.
R = Reality
What’s happening now? This is about exploring the current situation with curiosity and depth. You want the GM to reflect on what’s working, what’s not, and why.
Your coaching intent: Surface the truth – the facts, patterns, and blockers.
Example questions to ask:
• What’s happening on the ground day to day?
• What are your team currently saying or doing around this issue?
• What have you already tried, and what was the impact?
• Where do you think the real challenge is?
Hospitality-specific example:
GM says staff are leaving due to inconsistent shift patterns and lack of progression. Together, you explore scheduling issues, recent exit interview feedback, and engagement scores.
O = Options
What could they do? Now, you shift into solution-generation mode. This stage is all about creativity and choice – without jumping straight to the answer.
Your coaching intent: Encourage the GM to take ownership by coming up with ideas and exploring new angles.
Example questions to ask:
• What are the different ways you could tackle this?
• What have you seen work well at other sites?
• If you had more time/resources, what would you do?
• What would you do if you weren’t worried about getting it wrong?
Hospitality-specific example:
GM brainstorms options like: creating a consistent 3-week rota in advance, launching a buddy system, or running weekly development huddles for potential team leaders.
W = Will (or Way Forward)
What will they do? Time to get specific. This is where the commitment happens. The GM decides what actions they’ll take, by when, and how they’ll be accountable.
Your coaching intent: Turn ideas into concrete next steps, with ownership and accountability.
Example questions to ask:
• So, what’s the first step you’re going to take – and when?
• Who else needs to be involved or informed?
• What could get in the way, and how will you handle that?
• How will you track progress – and how shall I support you?
Hospitality-specific example:
GM commits to: surveying the team on shift preferences by Friday, publishing a three-week rolling rota by next Monday, running their first ‘next step’ huddle for team members interested in development by next Friday, and you agree to check in at the next ops review in two weeks.
This approach helps leaders turn intention into action seamlessly.
