02 · Open · Operating note

Hire for the operating model you can actually support

Pre-opening hiring should translate the service model into clear roles, decision rights, schedules, training outcomes and management capacity.

Decisions to make

What must be clear

01Opening leadership team
02Role boundaries
03Training hours
04Ramp and retention assumptions

Work the problem

Practical next actions

Write outcome-based role descriptions
Build the opening schedule before offers
Plan training around real service simulations
Create escalation paths for opening week

Avoid

Common failure patterns

Hiring too early without useful work
Underestimating management coverage
Training only on tasks, not recovery
Scheduling based on optimistic sales

Put this into the plan.