Shift Leader - Guest Experience & Operations Coach

Dunkin; City of Rochester (NY); On-site; USD 18,000 - 28,000; Full time

Job summary

Dunkin in New York is seeking a Shift Leader to coach crew members, ensure brand standards, and deliver excellent guest service during shifts. You will set goals, assign tasks, and provide timely feedback to maximize performance and efficiency.

The role emphasizes leadership within a fast-paced environment, with responsibilities spanning training support, shift planning, inventory oversight, and customer issue resolution to maintain operations and guest satisfaction.

Qualifications

• Basic computer skills.
• Fluent in spoken and written English.
• Previous leadership experience in retail, restaurant or hospitality preferred.

Responsibilities

• Perform all responsibilities of restaurant team members.
• Support the Restaurant Manager in meeting operational goals and execution.
• Ensure Brand standards are met throughout shift including preparation of food and beverages.
• Communicate shift priorities, goals and results to restaurant team members.
• Coach restaurant team members as needed throughout a shift providing timely, constructive and clear feedback.
• Delegate tasks and responsibilities effectively, ensuring smooth workflow and efficient use of resources.
• Support the training of restaurant team members as needed.
• Perform oversight of franchisee safety, security and profitability policies/processes throughout a shift.
• Communicate clearly with the next Shift Leader to help prepare him/her for shift.
• Ensure Food Safety standards are met.
• Manage Inventory throughout the shift.
• Provide great guest service and coach restaurant team members to do the same.
• Handle 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 policies.
• Monitor employee attendance, punctuality, and adherence to company policies.

Skills

Leadership

Team coordination

Guest service

Problem solving

Training

Job description

Dunkin in New York is seeking a Shift Leader to coach crew members, ensure brand standards, and deliver excellent guest service during shifts. You will set goals, assign tasks, and provide timely feedback to maximize performance and efficiency.

The role emphasizes leadership within a fast-paced environment, with responsibilities spanning training support, shift planning, inventory oversight, and customer issue resolution to maintain operations and guest satisfaction.