Shift Leader

Dunkin' Brands - Lawrence, MA

Full-time - Entry Level

Lawrence, MA

101-250 employees

Lessors of Nonfinancial Intangible Assets (except Copyrighted Works)

About the position

The Shift Leader is responsible for supporting the profitability and overall operation of the restaurant, complementing the manager in charge and stepping in during their absence. This role focuses on leading the team to ensure a high level of guest experience, training and coaching both new and existing employees, and maintaining operational excellence.

Responsibilities

• 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 receipts 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
• 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
• 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

Requirements

• 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
• Capable of standing for 6+ hours and for lifting up to 30lbs

Benefits

• Health insurance
• 401k per company policy