Principal Responsibilities and Key Activities:
Operations Excellence for Guest Satisfaction:
• Holds the guest as their highest priority and role models exceptional guest service
• Empowers the team to satisfy guests and resolve problems
• Provides leadership to team to ensure communication to guests is clear and orders are accurate, served with quality food and beverages
• Monitors and adjusts the products in the back case according to Dunkin’ Donuts merchandising and product appearance standards
• Ensures service with speed goals, per Dunkin’ Donuts standard, are met throughout each shift at Drive Thru and Front Counter, focusing on effective team service
• Analyzes Guest Satisfaction Survey results to recognize achievement and providing coaching and direction to restaurant team to drive continuous improvement
• Guards the safety and security of the crew members and guests by proactively identifying and addressing opportunities
• Ensures the restaurant meets food safety, sanitation and cleanliness standards at all times
• Maintains and calibrates restaurant equipment
• Provides recommendations to ensure guests receive value for the price and pricing is competitive for market
• Utilizes Red Book or similar tool to track required documentation
• Plans, identifies, communicates, and delegates appropriate responsibilities to team to ensure smooth flow of operations
Team Environment:
• Promotes a respectful team environment
• Ensures the right people are hired and developed for key positions
• Handles employee concerns with fairness and a sense of urgency
• Builds teamwork through effective training, deployment and communication
• Communicates performance expectations and holds self and team accountable
• Creates a learning environment ensuring team is trained for their position
• Recognizes team members for demonstrating desired behavior and performance
• Provides consistent coaching that drives performance of the team to achieve goals
• Builds a guest focused team creating a competitive spirit to achieve results
Profitability:
• Drives sales through effective execution of marketing programs
• Completes Restaurant Operations Review and Restaurant Food Safety and Sanitation self assessments each month
• Reviews restaurant environment and key business indicators to identify problems and opportunities for improvement and action plan with team to achieve operational goals
• Manages cash over/short through effective cash control procedures
• Manages food cost by conducting inventory, ordering effectively, tracking throwaways and minimizing waste
• Manages labor by effectively scheduling against projected sales, proper delegation and managing productivity
• Ensures all policies and procedures are followed as well as compliance with labor and health laws
• Ensures all preventative maintenance and cleaning activities occur and addresses equipment and facility issues in a timely manner
