HUMAN RESOURCES | Staff Reporter, Australia

Michael Walker, National Operations Manager, Shingle Inn

On keeping standards, communication, and trust.

QSR Media: What makes you excited about your position?

Michael Walker: The amazing history of the Shingle Inn brand and the opportunity to bring the "World's Most Loved Café" to reality

QSR Media: What are your key business philosophies?

Walker: My key philosophies are:

  1. Keep the customer at the heart of everything we do.
  2. Keep focused on the basics of delivering consistent high standards of operations and store profit
  3. Work with a clear vison using the cycle of continued improvement
  4. Deliver inspiration with a sense of fun

QSR Media: What three goals are you focused on?


  1. Creating the structure and framework for sustainable growth of the network.
  2. Communication – bringing processes to ensure formal communication is happening through the business
  3. Regenerating Greater Trust – instil greater trust across the network by doing what we say and say what we do also having a consultative culture balanced with transparency of key decisions – essentially allow more franchisee “buy in” in a key projects

QSR Media: What long-term changes are you planning on?

Walker: How we measure store compliance and work on solutions. Creating the culture and commitment to actually become the "World's Most Loved Café".

QSR Media: What previous positions have prepared you for this one and how?

Walker: Most recently my 8+ years with Mrs Fields/Cookie Man as National Operations Manager along with my role as Area Manager at Delifrance. These roles have built my skill level from the ground up. Knowing the key drivers to operate a successful café from opening early and “getting smashed” (not at the pub) through to managing people, managing financials and continually growing sales. The extensive and changing dealings with franchise owners in this environment can be very hard and challenging – but that’s what it’s all about. Not easy but it's awesome!

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