Shift Leader - Guest Experience & Team Coach

Dunkin' Donuts; City of Rochester (NY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Dunkin' Donuts in Rochester, NY, seeks a Shift Leader to coach team members, uphold Brand standards and deliver excellent guest service during each shift.

You will set goals, assign tasks, monitor operations, and ensure food and beverage quality, safety, and cash handling are performed correctly.

This role rewards initiative, teamwork, and the ability to train others while maintaining a fast-paced, guest-focused environment.

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
• 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

Communication

Teamwork

Guest focus

Training ability

Problem solving

Punctuality

Job description

Dunkin' Donuts in Rochester, NY, seeks a Shift Leader to coach team members, uphold Brand standards and deliver excellent guest service during each shift.

You will set goals, assign tasks, monitor operations, and ensure food and beverage quality, safety, and cash handling are performed correctly.

This role rewards initiative, teamwork, and the ability to train others while maintaining a fast-paced, guest-focused environment.