Shift Leader: Lead, Coach & Deliver Great Guest Service

Dunkin'; Sutton (WV); On-site; USD 17,000 - 22,000; Full time

Job summary

Dunkin’ in our restaurant is seeking a Shift Leader to guide crew during shifts, drive performance, and deliver exceptional guest experience. You will coach Team Members, assign tasks, and help meet daily brand standards across food and beverage preparation, service, and safety.

You will partner with the Restaurant Manager to schedule, deploy staff, handle opening/closing tasks, manage inventory, and resolve guest issues promptly in a fast-paced setting.

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 of service.
• 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.

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

Team environment

Punctuality/Honesty

Willingness to learn

Guest focus

Training assistance

Problem solving

Motivating others

Education

HS Diploma or GED

Job description

Dunkin’ in our restaurant is seeking a Shift Leader to guide crew during shifts, drive performance, and deliver exceptional guest experience. You will coach Team Members, assign tasks, and help meet daily brand standards across food and beverage preparation, service, and safety.

You will partner with the Restaurant Manager to schedule, deploy staff, handle opening/closing tasks, manage inventory, and resolve guest issues promptly in a fast-paced setting.