Shift Leader

Cafua Management Company, a Dunkin Franchisee; Worcester (MA); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Shift Leader who will play a crucial role in the restaurant's success. This position involves leading a dedicated team to provide outstanding guest experiences while ensuring operational efficiency. As a Shift Leader, you will be responsible for training new employees, maintaining high standards of service, and driving profitability through effective team management and guest engagement. With opportunities for growth within a large network of restaurants, this role is perfect for those looking to advance their career in a dynamic environment that prioritizes people and service excellence.

Benefits

Health Insurance

401k Plan

Qualifications

• Fluent in English and at least 18 years old.
• Experience in restaurant, retail, or supervisory roles.
• Open availability for all shifts.

Responsibilities

• Lead the team to ensure exceptional guest service.
• Monitor and adjust products according to merchandising standards.
• Drive sales through product promotions and sampling.

Skills

Guest Service

Team Leadership

Problem Solving

Communication

Basic Math Skills

Education

High School Diploma or Equivalent

Tools

Red Book

Basic Computer Skills

Job description

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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. Deliver quality products, fast and friendly service, and maintain a clean restaurant. Quality products are prepared using proper systems and recipes. Friendly service starts with you — a warm greeting, a smile, and a thank you. A clean restaurant provides the atmosphere guests desire.

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

Responsibilities include (but not limited to):

• Hold the guest as their highest priority and role model exceptional guest service.
• Acknowledge all guests with a friendly smile and respond to needs and requests.
• Empower the team to satisfy guests and resolve problems.
• Communicate clearly and courteously with guests.
• Ensure all orders are completed and packaged accurately and within Dunkin’ Donuts speed standards.
• Monitor and adjust products in the back case according to merchandising standards.
• Serve quality food and beverages.
• Educate on the Guest Satisfaction Survey program and ensure receipts are issued.
• Meet service speed standards during shifts at Drive Thru and Front Counter.
• Execute team service through deployment and communication.
• Maintain food safety, sanitation, and cleanliness standards.
• Assist with equipment maintenance and calibration.
• Interact with guests during travel paths and take appropriate actions.
• Use tools like Red Book to track documentation.
• Proactively ensure safety and security of crew and guests.

Team Environment

• Support a respectful team environment.
• Embrace learning and new challenges.
• Support training of new crew members.
• Recognize crew efforts and contributions.
• Provide coaching to improve team performance.
• Seek and respond to feedback positively.

Profitability

• Drive sales through product promotions and sampling.
• Provide feedback and suggestions to the Restaurant Manager.
• Communicate shift goals and results.
• Ensure proper staffing and deployment.
• Manage cash over/short with accurate counting.
• Control food costs and minimize waste.
• Manage labor costs through delegation and task balancing.
• Report equipment and facility issues.
• Follow processes and policies during shifts.

Qualifications

• Fluent in English.
• Experience in restaurant, retail, or supervisory roles.
• Basic computer skills.
• At least 18 years old.
• High School diploma or equivalent.
• Basic math and financial skills.
• Open availability for all shifts.
• Ability to stand for 6+ hours and lift up to 30 lbs.

Core Competencies

Guest Focus

• Exceeds guest expectations and develops relationships.
• Displays urgency and seeks satisfaction improvements.
• Resolves concerns using brand recovery processes.

Passion for Results

• Sets high standards and acts as a role model.
• Meets or exceeds goals and contributes to team performance.
• Uses reports to set goals and deliver results.

Problem Solving & Decision Making

• Identifies issues, uses information to decide, and involves others.
• Addresses root causes and prevents recurrence.

Interpersonal Relationships & Influence

• Maintains relationships, operates with integrity, and encourages teamwork.
• Leads and negotiates effectively.

Conflict Management

• Listens actively, views conflicts as growth opportunities, and resolves using facts.

Business & Financial Acumen

• Understands market and competition, applies expertise, and manages profit and loss.

What We Offer

Opportunities for growth and skill development within our 250+ restaurant network, including:

• Health insurance
• 401k plan

With over 200 locations across 6 states, Cafua Management Company is a leading Dunkin' franchise in the US with a People First culture. We are an equal-opportunity employer committed to diversity and nondiscrimination. For concerns about discrimination or compliance, contact HR at [e-mail].