Shift Leader - Guest Experience & Operations Coach

Dunkin'; Norristown (Montgomery County); On-site; USD 21,000 - 25,000; Full time

Job summary

Dunkin' in Norristown, PA is seeking a Shift Leader to coach Team Members during each shift and ensure brand standards are met while delivering great guest service.

You will set goals, assign tasks, monitor operations, manage inventory, and respond to guest concerns with timely, friendly solutions.

The role requires at least 18 years old, a HS diploma or GED, basic computer skills, and prior leadership in a customer-facing environment; English fluency is required.

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 in which you serve.
• Previous leadership experience in retail, restaurant or hospitality, or a related customer-facing environment.
• Proven experience managing daily store operations, including opening and closing procedures, cash handling, deposits, and maintaining operational controls.
• Demonstrated ability to lead teams, drive performance, and deliver exceptional customer experience in a fast-paced environment.

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.
• Complete shift deployment plans for shifts to ensure positions are adequately supported.
• 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 experience

Customer service

Cash handling

Food safety

Communication

Team motivation

Problem solving

Attendance & punctuality

English proficiency

Education

HS Diploma or GED

Job description

Dunkin' in Norristown, PA is seeking a Shift Leader to coach Team Members during each shift and ensure brand standards are met while delivering great guest service.

You will set goals, assign tasks, monitor operations, manage inventory, and respond to guest concerns with timely, friendly solutions.

The role requires at least 18 years old, a HS diploma or GED, basic computer skills, and prior leadership in a customer-facing environment; English fluency is required.