RESTAURANT MANAGER DUNKIN' DONUTS

PRIMARY PURPOSE:

Responsible for the general operations and execution of budgets of a single‐unit Dunkin’ Donuts store. Our goal is to make sure every customer receives fast, accurate and friendly service and product, every time they visit our stores. In order to meet this goal, we hire and train Restaurant Managers to perform well and consistently in the major areas listed below.

ESSENTIAL DUTIES/FUNCTIONS

Leadership & Communication

- Ensures that a “Person in Charge” is assigned and present at all times.

- Follows all Company policies and procedures:

- Complies with all proper uniform standards and sanitation/hygiene requirements

- Is present for all assigned shifts, and holds self-accountable for ensuring successful transition to PM shift

- Promotes Team Service standards by staffing and deploying effectively

- Meets requirements of assigned training program, including (but not limited to) OLU (Online University) management requirements of Basic Management Training, Human Resource Training, and ServSafe certification; 5‐week management training program.

- Communicates appropriately with Franchise Manager regarding product outages, equipment or maintenance needs, and other relevant topics as needed.

- Actively delegates tasks using the Daily Shift Plan and verbal communication; follows up and holds others accountable for completion of tasks.

- Demonstrates practical knowledge, problem-solving and decision-making skills; anticipates problems and develops workable solutions.

- Ensures continual positive interaction among team; provides supervision.

- Frequently talks to customers/clients and talks to outside trade persons/vendors.

- Coaches employees and uses progressive counseling process as indicated.

- Regularly talks on the telephone, writes/composes written language and reads.

Product Quality

- Coordinates the consistent planning, training, coaching and preparation of all products:

- Ensures proper preparation of all product (i.e., sandwiches, coffee orders) according to spec and/or customer preference

- Possesses ability to execute all positions worked according to Dunkin’ Brands standard for Speed of Service

- Understands and adheres to all quality standards (i.e., calibration, cleaning, temperatures, etc.)

- Completes necessary and assigned tasks to ensure service area, sales area, restrooms and parking lot are maintained to the highest standards.

- Ensures proper levels of all food, equipment and paper supplies are ordered and maintained in order to operate efficiently and to standard.

Guest Service

- Consistently delivers and ensures crew executes great customer service with each interaction, through proper greeting, order handling and execution, and payment processing:

- Displays a sense of urgency and accountability when dealing with customers and crew

- Handles complaints quickly and effectively

- Possesses and demonstrates knowledge about all current marketing promotions, merchandising standards or special initiatives.

- Manages shift to ensure Team Service to expedite the process of assembling customer orders:

- Interacts with all crew members and guests using clear and understandable communication

- Completes and utilizes Daily Shift Plan on every shift

- Demonstrates ability to meet and monitor service times through reports (if applicable) and general awareness; delivers corrective action as necessary if service times are not to standard:

- Drive Thru

- Front Counter

- Ensures successful opening and closing of all aspects of store operations.

- Performs “night visits” to ensure PM crew is aware of and executes Dunkin’ Brands service standards.

Training & Development

- Recruits, interviews, selects and retains crew that meet/are able to meet standards expectations at all times.

- Trains all new hires using required training methods (i.e., Online University requirements):

- Tracks e-learning completion using required documentation methods.

- Reviews e-learning and practice on positions to ensure knowledge and proper execution.

- Holds crew meetings regularly to relay new promotions or initiatives, and to ensure ongoing training and development.

- Conducts performance evaluations of crew for hourly pay rate increases.

- Achieves 90% or better on Dunkin’ Brands operational inspection.

Safety & Sanitation

- ServSafe certified.

- Maintains total premises to Dunkin’ Brands standards of cleanliness and sanitation (interior, exterior, restrooms, food prep and storage, etc.).

- Utilizes Master Cleaning Schedule, delegates tasks and follows up to ensure completion by crew.

- Practices all safety and sanitation procedures (handwashing, 3-sink set-up, proper rotation, etc.).

- Understands and follows all OSHA, Board of Health, HazCom and Dunkin’ Donuts Employee Health Standards.

Administration

- Responsibly and ethically handles money and deposits in accordance with standards.

- Deposits cash daily, and reports deposits as required by company standards.

- Handles over rings, cash over/short in accordance with policy, and reports any other potential cash problems to Restaurant Manager immediately.

- Completes and posts the schedule for the following week and regularly evaluates performance of crew to ensure effective scheduling.

- Tracks and regularly reviews applicable reports as required by Franchise Manager.

Profitability

- Maintains the operational efficiency and profitability of the store to meet or exceed the store’s sales expectations.

- Demonstrates teamwork with other members of management (Franchise Manager, etc.) to plan, develop and implement sales-building methods.

- Meets or is under food cost budget percentage; develops and implements solutions to control food waste and cost variance.

- Meets or is under labor cost budget percentage; controls employee turnover and overtime.

Working Conditions

- Works indoors under regular restaurant conditions.

- Works outdoors under regular weather conditions as needed.

- Works with a variety of restaurant equipment.

Work Hours

- Sunday–Saturday availability.

- Scheduled to work a minimum of 5 days and 40 hours per week plus any additional hours needed to maintain standards and adequate staffing, and avoid overtime; various shifts.

- Extended hours as necessary.

- On-call to work varied work shifts (day, night, swing, or graveyard) as necessary.

- On-call 24 hours/day for emergencies.

MENTAL DEMANDS

- Continuously requires attention to detail, concentration, and alertness.

- Frequently requires use of mathematical skills.

- Good judgment and the ability to make appropriate decisions with minimal lead time to ensure restaurant operations run smoothly.

- Analyze financial reports and data, and make decisions based on the data to improve store operations and performance.

PHYSICAL DEMANDS

- Continuous fingering in cashiering, use of computer and calculator, use of corrected vision and wide field of vision.

- Frequent standing, reaching and handling.

- Occasional sitting, stooping, kneeling, crouching, crawling, walking, use of eye-hand-foot coordination, depth perception, pushing, pulling, lifting and carrying up to 50 lbs. of merchandise.

- Seldom requires climbing, balancing, running, use of color vision and visiting/working at other sites.

Other

- All other duties as assigned.

QUALIFICATION REQUIREMENTS

Skills/Knowledge:

- Requires mathematical ability for proper cash handling and to process daily paperwork.

- Ability to supervise, counsel, motivate, and train others.

- Ability to prioritize and coordinate work duties and assignments.

- Skilled in providing prompt, friendly and quality customer service.

- Skilled in controlling inventory.

- Skilled in problem solving.

Education/Training:

- High School Diploma or equivalent.

- Successfully completes all Training.

- Valid driver’s license required.

- Attend seminars as assigned.

- Intermediate PC skills — ability to use basic word processing and spreadsheet software for internal communications and data analysis.

Experience:

- 2+ years management experience in a food service/retail environment.

- Strong interpersonal and leadership skills.

- Judgment, tact, and diplomacy to effectively resolve conflicts.

- Intermediate PC skills — ability to use basic word processing and spreadsheet software for internal communications and data analysis.

REPORTS TO:

The Franchise Manager and works under the general supervision of the General Manager of Company Operated Stores.