Shift Leader - Pelham, United States - Dunkin'

Dunkin' Pelham, United States

2 weeks ago

Description

Job title:
shift leader

The Shift Leader is responsible for the profitability and overall operation of the restaurant as a compliment to the manager in charge and also in their absence.

A majority of the time will be spent leading the team to meet a high guest experience along with training and coaching new and existing employees.

Guest First Culture

Embracing a guest first culture is not a strategy; it is the way we should execute our business. Start by taking personal responsibility to provide the best guest service in the industry.

Together, we can accomplish this by delivering what our guests want:
quality products; fast, friendly service; and a clean restaurant. Quality products are prepared using the proper systems and recipes the way the guest ordered it. Friendly service starts with you - a warm greeting, a smile, and a thank you go a long way. A clean restaurant provides the guest with the atmosphere they want.

Let's make their day ... every guest, every day.

REsponsibilities include (but not limited to) the following

Operations Excellence for Guest Satisfaction

Holds the guest as their highest priority and role models exceptional guest service
Acknowledges all guests with a friendly smile and is highly responsive to needs and special requests
Empowers the team to satisfy guests and resolve problems
Communicates clearly with each guest in a friendly and courteous way
Ensures all orders are completed and packaged accurately and within Dunkin' Donuts speed of service standards
Monitors and adjusts the products in the back case according to Dunkin' Donuts merchandising and product appearance standards
Consistently serves quality food and beverages to each guest
Educates on the Guest Satisfaction Survey program and ensures receipt are issued with each order
Ensures service with speed are met throughout each shift at Drive Thru and Front Counter
Executes team service through effective deployment and communication
Ensures the restaurant meets food safety, sanitation and cleanliness standards during shift
Assists with equipment maintenance and calibration
Performs travel paths interacting with guests and taking appropriate action as needed
Utilizes Red Book or similar tool to track required documentation
Guards the safety and security of the crew members and guests by proactively identifying and addressing opportunities

Team Environment

Supports a respectful team environment
Embraces learning and faces new challenges with enthusiasm
Supports the training of new crew members as requested by the Restaurant Manager
Recognizes crew members for their efforts and contributions during the shift
Provides consistent coaching that drives performance of the team to achieve goals
Seeks feedback from others and responds positively to coaching

Profitability

Drives sales through execution of product promotions including sampling and ensuring crew can properly describe and prepare all promotional products
Provides feedback, information and suggestions to Restaurant Manager
Communicates shift goals and results to team
Ensures the shift is properly staffed and the team is properly deployed to meet standards and goals
Manages cash over/short during shift through accurate counting and cashier assignment
Manages food cost during shift through accurate tracking and minimizing waste, following prep plans, and completing daily inventory as assigned
Manages labor cost during shift through proper delegation, balancing guest focus with task assignment
Reports all equipment and facility issues to Restaurant Manager
Ensures processes and policies are followed on their shift

QUALIFICATIONS

Fluent in English
Restaurant, retail, or supervisory experience
Basic computer skills
At least 18 years of age (where applicable)
Basic writing skills
High School diploma, or equivalent
Basic math skill and financial acumen
Must have open availability to work all shifts
Transportation: to work, banking if needed, attend all meetings and training as required

Competencies

Guest Focus

Understands and exceeds guest expectations, needs and requirements
Develops and maintains guest relationships
Displays a sense of urgency with guests
Seeks ways to improve guest satisfaction; asks questions, commits to follow-through
Resolves guest concerns by following Brand recommended guest recovery process

Passion for Results

Sets and maintains high standards for self and others, acts as a role model
Consistently meets or exceeds goals
Contributes to the overall team performance; understands how his/her role relates to others
Sets, prioritizes and maintains focus on important activities
Reads and interprets reports to establish goals and deliver results
Seeks ideas and best practices from other individuals, teams, and networks and applies this knowledge to achieve results

Problem Solving and Decision Making

Identifies and resolves issues and problems
Uses information at hand to make decisions and solve problems; includes others when necessary
Identifies root cause of a problem and implements a solution to prevent from recurring
Empowers others to make decisions and resolve issues

Interpersonal Relationships & Influence

Develops and maintains relationships with team, peers, cross functional partners and supervisors
Operates with integrity; demonstrates honesty, treats others with respect, keeps commitments
Encourages collaboration and teamwork
Leads others; negotiates and takes effective action

Conflict Management

Seeks to understand conflict through active listening
Recognizes conflicts as an opportunity to learn, improve and grow personally and professionally
Resolves situations using facts involved, ensuring consistency with policies and procedures
Escalates issues as appropriate

Business and Financial Acumen

Understands guest and competition; translates and applies own expertise to address business opportunities
Approaches situations with an innovative mind and looks beyond the obvious to deliver solutions and implement change
Has a working knowledge of profit and loss and other key financial measurements in order to identify business trends, make adjustments accordingly and set goals
Understands, analyzes and communicates the key performance/profit levers and manages to these measures

WHAT WE OFFER
With 250+restaurants in our network you will have the opportunity to grow internally and learn new skills

Health insurance
401k per company policy

"With 200+ locations in 6 states, Cafua Management Company is one of the largest private Dunkin Donuts franchise in the US with a People First culture. You are applying to work with a franchisee of Dunkin' Donuts, not Dunkin' Brands, Inc., Dunkin' Donuts or any of their affiliates. If hired, Cafua Management Company will be your only employer"

Cafua Management Company is an equal-opportunity employer and complies with all applicable federal, state, and local laws regarding nondiscrimination.

We are committed to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other basis prohibited by applicable law.

If you believe you have been discriminated against or have concerns about the company's compliance with EEOC guidelines, please contact our Human Resources department at

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