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please begin by chosing a position below.

Job Title: Restaurant Manager

Report to (Title): Multi-Unit Manager

Job Summary:

The Restaurant Manager is responsible for the profitability and overall operation of the restaurant according to Dunkin Donuts’ operational standards. A majority of time is spent leading the team to meet Guest expectations, recruiting, hiring, and training new crew members as required. The Restaurant Manager will be creative in building sales programs to leverage business opportunities and will create a competitive spirit and atmosphere of pride. This individual will be proficient in making logical and timely decisions.

Job Title: Shift Leader

Report to (Title): Restaurant Manager

Job Summary:

The Shift Leader is responsible for the profitability and overall operation of the restaurant according to Dunkin Donuts’ operational standards in the absence of the Restaurant Manager. A majority of time is spent leading the team to meet Guest expectations, recruiting, hiring, and training new crew members as required. The Shift Leader will be creative in building sales programs to leverage business opportunities and will create a competitive spirit and atmosphere of pride. This individual will be proficient in making logical and timely decisions.

Job Title: Crew Member

Report to (Title): Restaurant Manager

Job Summary:

Crew Members are responsible for executing to the Dunkin Donuts’ operational standards. Responsible
for working as part of a team to meet the needs of our Guests while providing a hospitable environment.

Minimum Qualifications

Principal Responsibilities and Key Activities

*You are applying for work with a franchisee of Dunkin' Donuts, not Dunkin' Brands, Inc. or any of its affiliates. Any information you submit will be provided solely to the franchisee. If hired, the franchisee will be your only employer. Franchisees are independent business owners who set their own wage and benefit programs that can vary among franchisees.

Knowledge

  • Supervisory practices
  • Customer service practices
  • Recruiting methods
  • Legal Personnel requirements
  • Financial management

Skills

  • Speaks/Reads English
  • Report writing
  • Math
  • Behavioral interviewing
  • On-boarding of new employees
  • Team building
  • Conflict management
  • Planning
  • Root cause analysis
  • Problem solving

Other

  • At least 18 years of age
  • Retail experience
  • High school or GED
  • Outgoing personality

Critical Relationships:

  • Reports to Multi-Unit Manager
  • May be coached by Dunkin’ Brands Business Manager
  • Supervises Assistant Managers, Shift Leaders and Crew Members

Potential Career Path Next Steps:

  • Key Training Person
  • Multi-Unit Manager

Leads Operational Excellence and the Guest Experience:

  • Role models expected behavior and coaches team on hospitality standards
  • Ensures all training and reference materials are available and used by the team
  • Ensures Xpert training is complete utilizing Online University
  • Executes processes that ensure the restaurant meets safety and sanitation standards
  • Executes processes that ensure inside and outside cleanliness standards are met
  • Ensures self and team handles all Guest concerns utilizing LAST with a sense of urgency
  • Responds to all Guest feedback with action plans to address opportunities
  • Ensures all shifts are appropriately staffed to achieve service with speed goals
  • Executes travel paths and takes appropriate actions that drive hospitality behaviors
  • Analyzes Mystery Shop information to action against for continuous improvement
  • Empowers the team to satisfy Guest needs and resolve concerns
  • Removes barriers to delivering Hospitality behaviors
  • Communicates Guest feedback to the team and involve in action plans to resolve issues

Builds Team Talent:

  • Handles all employee concerns with a sense of urgency
  • Treats all team members fairly and with respect
  • Provides coaching to team members to improve performance
  • Recognizes team members for demonstrating desired behavior and performance
  • Ensures no team members is placed in position until all training is complete
  • Utilizes skills assessments to provide ongoing feedback
  • Provides regular communication to team including goals and results
  • Uses team member feedback to improve restaurant performance
  • Hires, trains, retains, and develops team members that improve the Guest experience
  • Maintains employee file folders that are in legal compliance
  • Executes team service through effective scheduling, cross training, and deployment
  • Holds team members accountable for their behavior and performance
  • Delegates appropriately to team based on their skill level
  • Executes development plans for talented team members to grow their career
  • Maintains appropriate staffing levels to meet business needs

Drives Sales Growth:

  • Executes all in store marketing promotions in a timely and professional manner
  • Owns local store marketing in trade area, becoming integrated into the community
  • Executes new product rollouts including team training, marketing, and sampling
  • Sets goals and tracks results
  • Involves entire team by communicating goals, results, and action plans
  • Ensures each shift is appropriately staffed to meet hospitality with speed goals
  • Ensures the restaurant is well maintained including cleanliness
  • Ensure all products are available to Guests every shift and execute all products to standard
  • Utilizes appropriate suggestive selling

Manages Profit & Loss and Restaurant Compliance:

  • Utilizes Red and Blue Books to track results
  • Analyzes business information looking for trends and identifying root causes
  • Problem solves issues and executes sound business decisions that improve performance
  • Takes accountability for all controllable profit line items on P&L
  • Executes system to control Cost of Sales to include effective ordering and inventory
  • Executes effective hiring and scheduling to meet Cost of Labor goals
  • Completes self RORs, minimum every other month, and executes actions plans to address opportunities
  • Manages cash loss through cash control procedures
  • Follows a maintenance schedule for equipment and facility
  • Sets goals and track results
  • Involves entire team by communicating goals, results, and action plans

Plans and Communicates:

  • Utilizes Red and Blue Books and systems to provide restaurant direction
  • Discusses issues with other managers
  • Discusses shift plan with team
  • Involves entire team by communicating goals, results, and action plans
  • Makes adjustments to assignments during the shift to achieve goals
  • Ensures self and team handles all Guest concerns utilizing LAST with a sense of urgency
  • Executes travel paths and delegates tasks as required
  • Ensures each shift is appropriately staffed to meet hospitality with speed goals

 

Expected Behaviors

Leads Operational Excellence and the Guest Experience:

Role models exceptional Guest service for team members and continually motivates team
to deliver passionate Guest service at all times. Empowers the team to make decisions that
are in the best interest of the Guest and provides a learning environment to build capability
to satisfy Guests.

  • Establishes clear expectations for the team to deliver operations excellence
  • Correctly interprets and anticipates Guest needs and communicates those to team
  • Responds quickly to all concerns and feedback with composure
  • Acts in the best interests of the Guest and restaurant by basing decisions on those
    interests

Builds Team Talent:

Ensures only the right people are hired and developed in the restaurant. Builds teamwork
through effective training, deployment and communication. Understands performance
criteria and holds self and team accountable through effective coaching.

  • Creates an environment where feedback is sought and acted upon and maintains
    composure when receiving feedback and handling concerns
  • Takes initiative to continually develop others to improve performance and grow careers
  • Provides a recognition culture to reward great performance and addresses poor
    performance quickly through effective coaching
  • Ensures no team member is placed in position until competent to do so

Drives Sales Growth:

Thinks creatively and seizes business opportunities. Learns quickly and challenges the
status quo and seeks new and better ways to doing things. Projects a competitive spirit
and a drive to succeed through having pride and expertise in area of responsibility.

  • Sets and achieves stretch goals and achieves results through optimizing costs and
    driving revenues
  • Accepts accountability for areas of responsibility and gets results the right way with
    values driven ownership
  • Identifies and utilizes appropriate resources while eliminating roadblocks and measuring
    performance against goals

Manages Profit & Loss and Restaurant Compliance:

Utilizes learning to identify trends in performance and probes the situation to analyze
the root cause of an issue. Understands the critical nature of making logical and timely
decisions under tight deadlines and high-pressure situations.

  • Recognizes gaps utilizing business tools and responds with appropriate action
  • Acts decisively even with incomplete information and is willing to make tough decisions
  • Looks beyond the obvious and seeks advice and input from others
  • Displays humility when not having all the answers

Plans and Communicates:

Understands the importance of creating and executing an actionable plan to achieve goals.

  • Clearly conveys important information and ideas and influences others to align with
    strategies and tactics.

    • Schedules appropriately and delegates tasks, matching assignments for team with
      their skills and competencies, to accomplish goals
    • Uses tools to stay organized
    • Set expectations and checks for understanding, always clarifying how actions affect
      the bottom line
    • Seeks input with effective listening and correctly interprets and responds appropriately

  • Knowledge

    • Supervisory practices
    • Customer service practices
    • Recruiting methods
    • Legal Personnel requirements
    • Financial management

    Skills

    • Speaks/Reads English
    • Report writing
    • Math
    • Behavioral interviewing
    • On-boarding of new employees
    • Team building
    • Conflict management
    • Planning
    • Root cause analysis
    • Problem solving

    Other

    • At least 18 years of age (where applicable)
    • Retail experience
    • High school or GED
    • Outgoing personality

    Critical Relationships

    • Reports to Restaurant Manager or Manager on Duty
    • May be coached by Restaurant Manager
    • Supervises Crew Members Potential Career Path Next Steps
    • Assistant Restaurant Manager

    Leads Operational Excellence and the Guest Experience

    • Role models expected behavior and coaches team on hospitality standards
    • Ensures the restaurant meets safety, sanitation and cleanliness standards during shift
    • Ensures self and team handles all Guest concerns utilizing LAST with a sense of urgency
    • Solicits and listens to all Guest feedback and provides information to Restaurant Manager
    • Executes travel paths and take appropriate actions that drive hospitality behaviors
    • Empowers the team to satisfy Guest needs and resolve concerns
    • Removes barriers to delivering Hospitality behaviors during shift

    Builds Team Talent

    • Treats all team members fairly and with respect
    • Supports the training of new team members
    • Recognizes team members for team contributions
    • Holds team members accountable for their behavior and performance during shift
    • Provides coaching to team members to improve performance during shift
    • Provides communication to team about goals and performance for shift
    • Brings staffing and performance issues to the attention of Restaurant Manager
    • Executes team service through effective deployment and communication
    • Shows up for work as scheduled and is ready to work on time
    • Stays focused on the Guest and accomplishes all work assignments with excellence
    • Responds positively to coaching and direction given

    Drives Sales Growth

    • Takes accountability for understanding all in store marketing promotions
    • Executes new product rollouts including selling to Guests and product execution
    • Ensures the restaurant is well maintained including cleanliness during shift
    • Utilizes appropriate suggestive selling
    • Brings product issues to the attention of Restaurant Manager

    Flexibility and Adaptability

    • Utilizes Red and Blue Books to track results
    • Acts quickly to solve problems in area of responsibility
    • Provides feedback and suggestions to improve restaurant performance
    • Is flexible with work schedule as business needs change including taking breaks
    • Understands and complies with all procedures and policies
    • Participates in action plans to address issues and opportunities
    • Seeks to understand goals and results and how they personally contribute to them

    Plans and Communicates

    • Utilizes Red and Blue Books
    • Discusses issues with other managers
    • Discusses shift plan with team
    • Involves entire team by communicating goals, results, and action plans
    • Makes adjustments to assignments during the shift to achieve goals
    • Ensures self and team handles all Guest concerns utilizing LAST with a sense of urgency
    • Executes travel paths and delegates tasks as required
    • Ensures each shift is appropriately staffed to meet hospitality with speed goals

     

    Expected Behaviors

    Leads Operational Excellence and the Guest Experience

    Assists in role modeling exceptional Guest service for team members and continually
    motivates team to deliver passionate Guest service at all times. Executes all job
    assignments with excellence and takes accountability for understanding and achieving
    hospitality and shift management standards.

    • Anticipates Guest needs, communicates those to the team, and goes above and beyond to satisfy special requests
    • Responds quickly to all concerns and feedback with composure
    • Understands performance expectations and demonstrates accountability

    Builds Team Talent

    Understands the importance of teamwork and treats all team members with respect. Is
    enthusiastic and enjoys working in a fun environment. Recognizes team members for their
    efforts and cooperation.

    • Participates in training and coaching new team members
    • Understands performance expectations and demonstrates accountability
    • Puts team goals ahead of individual priorities
    • Ensures no team member is placed in position until competent to do so

    Drives Sales Growth

    Takes pride in accomplishments for restaurant rather than simply completing the tasks.
    Understands the importance of taking accountability and executes against standards.
    Works to solve problems in area of responsibility and is comfortable asking questions
    for clarification.

    • Accepts accountability for areas of responsibility
    • Provides feedback and recommendations that improve performance
    • Seeks feedback from others and responds positively to coaching
    • Embraces learning for continuous improvement
    • Follows through on commitments

    Flexibility and Adaptability

    Enjoys new and exciting challenges in a fast-paced environment. Demonstrates a positive
    attitude when facing change. Readily shifts work focus when business needs change.

    • Learns quickly and is able to apply information and change behavior
    • Understands the need for work schedule to change to meet business needs
    • Looks beyond the obvious and seeks advice and input from others

    Plans and Communicates

    Understands the importance executing an actionable plan during a shift. Clearly conveys
    important information and ideas and influences team members to implement the plan.

    • Delegates tasks to the team to accomplish goals on their shift
    • Uses tools to stay organized
    • Set expectations and checks for understanding
    • Seeks input with effective listening, correctly interprets and responds appropriately

    Skills

    • Speaks/Reads English
    • Can take spoken orders from Guests
    • Can count money and make change
    • Can operate restaurant equipment

    Other

    • At least 18 years of age (where applicable)
    • Outgoing personality

    Critical Relationships:

    • Reports to Restaurant Manager / Manager on Duty
    • May be coached by Assistant Manager / Shift Leader

    Potential Career Path Next Steps:

    • Shift Leader
    • Assistant Manager

    Ensures a Satisfactory Guest Experience:

    • Holds the Guest as their most important priority at all times
    • Handles high pressure situations calmly
    • Is able to resolve customer concerns utilizing LAST with respect and a sense of urgency
    • Understands all hospitality standards and holds self accountable for them
    • Completes all required Xpert training
    • Contributes to inside and outside cleanliness standards
    • Acknowledges all Guests and is highly responsive to needs and special requests
    • Communicates Guest feedback to restaurant management
    • Educates Guests on product line and added value available to them
    • Adheres to all uniform and grooming standards
    • Communicates in English and seeks assistance to improve communication skills
    • Actively participates in meeting all cleanliness, safety and sanitation standards

    Drives for Results:

    • Takes accountability for understanding all in store marketing promotions
    • Executes new product rollouts including selling to Guests and product execution
    • Brings product issues to the attention of restaurant management
    • Utilizes suggestive selling appropriately
    • Ensures orders are entered in the POS system accurately
    • Acts quickly to solve problems in area of responsibility
    • Makes all products to standard exactly as the Guest has ordered them
    • Utilizes cash control procedures to minimize cash loss
    • Provides feedback and suggestions to improve restaurant performance
    • Understands and complies with all procedures and policies
    • Participates in action plans to address issues and opportunities
    • Seeks to understand goals and results and how they personally contribute to them
    • Adheres to all policies and procedures

    Works with other Team Members:

    • Treats people fairly and with respect
    • Assists in training and coaching of new Crew Members
    • Recognizes other team members for team contributions
    • Executes team service
    • Actively learns and takes on new assignments and responsibilities
    • Is accountable for their behavior and performance
    • Shows up for work as scheduled and is ready to work on time
    • Stays focused on the Guest and accomplishes all work assignments with excellence
    • Responds positively to coaching and direction given

    Flexible and Adaptable:

    • Ensures restaurant management is aware of work availability in advance
    • Is flexible with work schedule as business needs change including taking breaks

     

    Expected Behaviors

    Ensures a Satisfactory Guest Experience:

    Takes pride in serving the Guest with passionate service and a smile. Executes all job
    assignments with excellence and takes accountability for understanding and achieving
    hospitality standards.

    • Anticipates Guest needs and goes above and beyond to satisfy special requests
    • Responds quickly to all concerns and feedback with composure

    Drives for Results:

    Takes pride in accomplishments for self and restaurant rather than simply completing the
    tasks. Understands the importance of taking accountability and executes against standards.
    Works to solve problems in area of responsibility and is comfortable asking questions
    for clarification.

    • Seeks feedback from others and responds positively to coaching
    • Provides feedback and recommendations that improve performance
    • Embraces learning for continuous improvement
    • Follows through on commitments

    Works with other Team Members:

    Understands the importance of teamwork and treats all team members with respect. Is
    enthusiastic and enjoys working in a fun environment. Recognizes team members for their
    efforts and cooperation.

    • Embraces learning and readily adapts to change
    • Participates in training and coaching new Crew Members
    • Understands performance expectations and demonstrates accountability
    • Puts team goals ahead of individual priorities

    Flexible and Adaptable:

    Enjoys new and exciting challenges in a fast-paced environment. Demonstrates a positive
    attitude when facing change. Readily shifts work focus when business needs change.

    • Learns quickly and is able to apply information and change behavior
    • Understands the need for work schedule to change to meet business needs

     
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