Shift leader

Dunkin' Cafua Management Company; Worcester (MA); On-site; USD 30,000 - 40,000; Full time

Job summary

Join a forward-thinking company as a Shift Leader, where you'll play a crucial role in enhancing guest experiences and leading a dedicated team. In this dynamic position, you will ensure operational excellence, drive profitability, and foster a positive team environment. With opportunities for growth within a network of over 250 restaurants, this role offers a chance to make a real impact while being part of a People First culture. If you're passionate about delivering quality service and leading by example, this is the perfect opportunity for you.

Benefits

Health Insurance

401k Plan

Qualifications

• Fluent in English and experienced in restaurant or retail roles.
• Open availability to work all shifts and capable of standing for long periods.

Responsibilities

• Lead the team to ensure exceptional guest service and satisfaction.
• Drive sales through product promotions and manage shift operations.

Skills

Guest Service

Team Leadership

Problem Solving

Interpersonal Skills

Conflict Management

Education

High School Diploma or Equivalent

Tools

Basic Computer Skills

Job description

Job Title: Shift Leader

The Shift Leader is responsible for the profitability and overall operation of the restaurant as a complement 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. Together, we can accomplish this by delivering what our guests want: quality products; fast, friendly service; and a clean restaurant. Quality products are prepared using the proper systems and recipes the way the guest ordered it. Friendly service starts with you - a warm greeting, a smile, and a thank you go a long way. A clean restaurant provides the guest with the atmosphere they want.

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

Responsibilities include (but not limited to):

1. Operations Excellence for Guest Satisfaction
   • 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 special requests promptly.
   • Empower the team to satisfy guests and resolve problems.
   • Communicate clearly and courteously with each guest.
   • Ensure all orders are completed and packaged accurately within Dunkin’ Donuts speed of service standards.
   • Monitor and adjust products in the back case according to standards.
   • Serve quality food and beverages consistently.
   • Educate on the Guest Satisfaction Survey program and ensure receipts are issued with each order.
   • Ensure service speed is maintained during each shift at Drive Thru and Front Counter.
   • Execute team service through effective deployment and communication.
   • Maintain food safety, sanitation, and cleanliness standards during shift.
   • Assist with equipment maintenance and calibration.
   • Perform travel paths interacting with guests and taking appropriate action as needed.
   • Use tools like Red Book to track required documentation.
   • Guard the safety and security of crew members and guests by proactively addressing opportunities.
2. Team Environment
   • Support a respectful team environment.
   • Embrace learning and face new challenges with enthusiasm.
   • Support training of new crew members as requested.
   • Recognize crew members for their efforts and contributions.
   • Provide consistent coaching to improve team performance.
   • Seek feedback and respond positively to coaching.
3. Profitability
   • Drive sales through product promotions and sampling.
   • Provide feedback and suggestions to the Restaurant Manager.
   • Communicate shift goals and results to the team.
   • Ensure proper staffing and deployment of the team.
   • Manage cash over/short during shift with accurate counting.
   • Manage food costs and minimize waste.
   • Manage labor costs through proper delegation.
   • Report equipment and facility issues.
   • Follow processes and policies during the shift.
4. Qualifications
   • Fluent in English.
   • Experience in restaurant, retail, or supervisory roles.
   • Basic computer skills.
   • At least 18 years of age (where applicable).
   • Basic writing and math skills, and high school diploma or equivalent.
   • Open availability to work all shifts.
   • Capable of standing for 6+ hours and lifting up to 30 lbs.

Competencies

Guest Focus

• Understand and exceed guest expectations.
• Develop and maintain guest relationships.
• Display urgency and resolve guest concerns effectively.

Passion for Results

• Set high standards and act as a role model.
• Meet or exceed goals.
• Understand role in team performance.
• Use reports to establish goals and deliver results.

Problem Solving and Decision Making

• Identify and resolve issues.
• Use available information to make decisions.
• Identify root causes and implement solutions.
• Empower others to resolve issues.

Interpersonal Relationships & Influence

• Develop relationships with team and partners.
• Operate with integrity and respect.
• Encourage collaboration.
• Lead and negotiate effectively.

Conflict Management

• Active listening to understand conflicts.
• View conflicts as opportunities to grow.
• Resolve conflicts based on facts and policies.

Business and Financial Acumen

• Understand guest, competition, and business opportunities.
• Approach situations with innovation.
• Know profit and loss basics to identify trends.
• Manage key financial measures.

What We Offer

Opportunities for growth within our network of 250+ restaurants. Benefits include:

• Health insurance
• 401k per company policy

With 200+ locations in 6 states, Cafua Management Company is a major franchisee of Dunkin' Donuts, emphasizing a People First culture. We are an equal-opportunity employer and committed to diversity and inclusion. For concerns or discrimination issues, contact HR at [e-mail].