In the inverted pyramid, who is listed directly above Owner/Boards?

• A. General Manager
• B. Staff
• C. Supervisors
• D. Customers

Answer: (A)

In the inverted pyramid, the organization is viewed from the perspective of delivering service to customers, with owners/boards at the bottom and the people who actually run day-to-day operations above them. The role directly above Owner/Boards is the General Manager, because the GM is responsible for translating the owners’ strategy into everyday operations. The GM oversees day-to-day decisions, coordinates front-line staff and supervisors, and ensures that service standards, training, scheduling, and quality controls align with the owners’ vision. Staff and customers sit higher in the pyramid, reflecting the people who deliver and receive the service, while supervisors report to the General Manager. So the General Manager is the best fit for being directly above Owner/Boards.