Dunkin' Donuts Shift Leaders Job Overview

Shift Leader

Principal Responsibilities and Key Activities:

Operations Excellence for Guest Satisfaction:

• Holds the guest as their highest priority and role models exceptional guest service
• Acknowledges all guests with a friendly smile and is highly responsive to needs and special requests
• Empowers the team to satisfy guests and resolve problems
• Communicates clearly with each guest in a friendly and courteous way
• Ensures all orders are completed and packaged accurately and within Dunkin’ Donuts speed of service standards
• Monitors and adjusts the products in the back case according to Dunkin’ Donuts merchandising and product appearance standards
• Consistently serves quality food and beverages to each guest
• Educates on the Guest Satisfaction Survey program and ensures receipt are issued with each order
• Ensures service with speed are met throughout each shift at Drive Thru and Front Counter
• Executes team service through effective deployment and communication
• Ensures the restaurant meets food safety, sanitation and cleanliness standards during shift
• Assists with equipment maintenance and calibration
• Performs travel paths interacting with guests and taking appropriate action as needed
• Utilizes Red Book or similar tool to track required documentation
• Guards the safety and security of the crew members and guests by proactively identifying and addressing opportunities

Team Environment:

• Supports a respectful team environment
• Embraces learning and faces new challenges with enthusiasm
• Supports the training of new crew members as requested by the Restaurant Manager
• Recognizes crew members for their efforts and contributions during the shift
• Provides consistent coaching that drives performance of the team to achieve goals
• Seeks feedback from others and responds positively to coaching

Profitability:

• Drives sales through execution of product promotions including sampling and ensuring crew can properly describe and prepare all promotional products
• Provides feedback, information and suggestions to Restaurant Manager
• Communicates shift goals and results to team
• Ensures the shift is properly staffed and the team is properly deployed to meet standards and goals
• Manages cash over/short during shift through accurate counting and cashier assignment
• Manages food cost during shift through accurate tracking and minimizing waste, following prep plans, and completing daily inventory as assigned
• Manages labor cost during shift through proper delegation, balancing guest focus with task assignment
• Reports all equipment and facility issues to Restaurant Manager
• Ensures processes and policies are followed on their shift