Shift Leader

Dunkin'; Richmond (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

Dunkin' is seeking a Shift Leader to coach Restaurant Team Members, uphold Brand standards, and deliver exceptional guest service during shifts. You will set goals, assign tasks, and motivate the team by providing timely feedback in a fast-paced environment.

In this role you will support the Restaurant Manager to meet operational goals, ensure food and beverage prep quality, manage inventory and cash, and handle guest concerns while maintaining safety and profitability standards.

Qualifications

• Must be at least 18 years old.
• HS Diploma or GED preferred.
• Basic computer skills.
• Fluent in spoken and written English or the local language.
• Previous leadership experience in retail, restaurant or hospitality, or a related customer-facing environment.
• Proven experience managing daily store operations including opening/closing, cash handling, deposits, and controls.
• Demonstrated ability to lead teams, drive performance, and deliver exceptional customer experience.

Responsibilities

• Perform all responsibilities of restaurant team members.
• Support the Restaurant Manager in meeting goals and execution.
• Ensure Brand standards during shift including food/beverage prep.
• Communicate shift priorities, goals and results to staff.
• Complete shift deployment plans to cover positions.
• Coach team members with timely, constructive feedback.
• Delegate tasks to ensure smooth workflow and resources.
• Support training of team members as needed.
• Oversee franchisee safety, security, and profitability policies.
• Communicate with next Shift Leader to prepare for shift.
• Ensure Food Safety standards are met.
• Manage inventory during the shift.
• Provide great guest service and mentor others to do the same.
• Handle customer complaints and emergencies; resolve issues quickly.
• Manage cash over/short and ensure policy compliance.
• Monitor attendance and adherence to policies.

Skills

Leadership experience

Customer service

Team coaching

Problem solving

Training

Motivating others

English proficiency

Education

HS Diploma or GED

Job description

Position Title: Shift LeaderReports To: Restaurant ManagerOverview:Shift Leaders are generally responsible for coaching Dunkin’ Restaurant Team Members throughout their shift to execute operational Brand standards and deliver great guest service. They set goals, provide job assignments, and motivate others by providing timely feedback.Responsibilities Include:Perform all responsibilities of restaurant team membersSupport the Restaurant Manager in meeting operational goals and executionEnsure Brand standards are met throughout shift including preparation of food and beveragesCommunicate shift priorities, goals and results to restaurant team membersComplete shift deployment plans for shifts to ensure positions are adequately supportedCoach restaurant team members as needed throughout a shift providing timely, constructive and clear feedbackDelegate tasks and responsibilities effectively, ensuring smooth workflow and efficient use of resources.Support the training of restaurant team members as neededPerform oversight of franchisee safety, security and profitability policies/processes throughout a shiftCommunicate clearly with the next Shift Leader to help prepare him/her for shiftEnsure Food Safety standards are metManage Inventory throughout the shiftProvide great guest service and coach restaurant team members to do the sameHandle customer complaints, conflicts, and emergencies, make quick decisions to resolve issues and maintain a positive reputation for the restaurant.Manage cash over/short during shift and ensures restaurant team members are following cash franchisee management policiesMonitor employee attendance, punctuality, and adherence to company policies.Education/Experience:Must be at least 18 years oldHS Diploma or GED preferredBasic computer skillsFluent in spoken and written English or the local language in which you serve.Previous leadership experience in retail, restaurant or hospitality, or a related customer-facing environmentProven experience managing daily store operations, including opening and closing procedures, cash handling, deposits, and maintaining operational controlsDemonstrated ability to lead teams, drive performance, and deliver exceptional customer experience in a fast-paced environmentKey Competencies:Works well with others in a fast-paced team environmentOn time, demonstrates honesty and a positive attitudeWillingness to learn and adapt to changeGuest focusedAbility to assist with trainingProblem solvingMotivating othersPhysical Demands/Working Conditions:Standing on feetRepetitive motion including bending, stooping and reachingLifting objects, ice, products, boxes up to 20lbs (if applicable)Wearing a headset (if applicable)Working in a small spaceEach franchise organization is an independent employer and thus responsible for making its own recruiting, hiring, and employment-related decisions. These materials and resources are optional for franchisees, and nothing in these materials and resources should be construed as the franchisor being involved in or having control over a franchise employee’s essential terms and conditions of employment. Specific employment-related questions should be directed to your franchise organization’s legal counsel or other professional advisor.