their absence. Primary duties generally include floor operations, and Brand Training programs. Generally responsible for providing strong, positive leadership to his/ her team to deliver great friendly guest experiences, operational excellence and for helping to build profitable top line sales of a single restaurant. They support the Restaurant Manager in the overall operation of the restaurant according to Dunkin’ standards, franchisee policies and procedures and in compliance with all applicable laws.
Competencies:
Great Focus:
• Understands and exceeds guest expectations, needs and requirements
• 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:
• 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 them
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 members
• Operates with integrity; demonstrates honesty, treats others with respect, keeps commitments
• Encourages collaboration and teamwork
• Leads others; negotiates and takes effective action
Building Effective Teams:
• Identifies and communicates team goals
• Monitors progress, measures results and holds others
• Creates strong morale and engagement within the team
• Accepts responsibilities for personal and team commitments
• Recognizes and rewards employee’s strengths, accomplishments and development
• Listens to others, seeks mutual understanding and welcomes sharing of information, ideas and resources
Conflict Management:
• Seeks to understand conflict through active listening
• Recognizes conflicts as an opportunity to learn and improve
• Resolves situations using facts involved, ensuring consistency with policies and procedures
• Escalates issues as appropriate
• Developing Direct Reports and Others
• Works collaboratively with employees to create individual development plans to strengthen employee’s knowledge and skills
• Regularly discusses progress towards goals, reviews performance and adjusts development plans accordingly
• Provides challenging assignments for the purpose of developing others
• Uses coaching and feedback opportunities to improve performance
• Identifies training needs and supports resources for development opportunities
Developing Direct Reports and Others:
• Works collaboratively with employees to create individual development plans to strengthen employee’s knowledge and skills
• Regularly discusses progress towards goals, reviews performance and adjusts development plans
• Provides challenging assignments for the purpose of developing others
• Uses coaching and feedback opportunities to improve performance
• Identifies training needs and supports resources for development opportunities
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
Skills and Qualifications:
- 2 years of restaurant, retail, or supervisory experience with responsibility for financial results.
- Basic computer skills
- Fluent in spoken and written English
- Basic math and financial management
Responsibilities:
Schedule Requirements
- 40-45 hours per week
- Anytime availability. Friday and Sunday.
- Must work the days the General Manager has off
Physical Demands/Work Environment
- This position requires constant standing, walking, and moving for many hour
- May be required to be present before the restaurant opens, or when the restaurant closes, may be required to work various daily shifts to ensure the restaurant is performing excellently
- Require access by the restaurant or management via phone at any time of day
- Ability to lift 20-25 pounds on a regular basis, and up to 50 lbs occasionally
- The position does not require regular travel, but may occasionally travel for training or other business purposes, therefore reliable personal transportation is required (for bank deposits, etc)
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Team Environment:
- Assist to recruit, hire, onboard and develop employees
- Communicate job expectations to employees
- Hold team members accountable for their behavior and performance, addressing concerns promptly
- Support the development of team members
Operational Excellence:
- Create and maintain a guest first culture in the restaurant
- Ensure all shifts are appropriately staffed to achieve guest service goals
- Maintain safe, secure, and healthy environment by following and enforcing safety, food safety, and sanitation guidelines; comply with all applicable laws
- Ensure Brand standards, recipes and systems are executed
- Help prepare and complete action plans; implement production, productivity, quality and guest service standards
- Review guest feedback and restaurant assessment results and implement action plans to drive system improvements
Profitability:
- Control costs to help maximize profitability
- Execute all in-restaurant marketing promotions in a timely manner
- Execute new product roll-outs including team training, marketing and sampling
- Drive sales goals and track results
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