Multi-Unit Manager

Multi-Unit Manager

Honesty • Transparency • Humility • Integrity • Respectfulness • Fairness • Responsibility

Reports to: Franchisee

Principal Duties and Responsibilities: Majority of duties performed, but not meant to be inclusive or to prevent other duties from being assigned.

People Planning & Talent Management Development:
MUM recruits, interviews, develops, trains, and retains qualified management personnel.

• Ensures 24 – 7 certified Shift Management Coverage
• Provides systems and tools
• May be involved in management certification process
• Review history and projects needs
• Drives and monitors pre & post training activities to ensure that training are changing behaviors in the restaurant.
• Monitors, identifies and assesses restaurant training needs in order to coach RM’s to create and implement organization and training plans meeting Dunkin Brands requirements.
• Monitors crew & management turnover and forecasts staffing needs against sales, turnover and growth.
• Ensures that all HR related polices are followed

Guest Satisfaction
Measures and improves guest satisfaction in each restaurant.

• Uses GSS, Dunkin Brands Consumer Care and internal customer complaint tools to track, identify trends per restaurant.
• Use trend information to identify problems and create action plans.
• Ensures that customer complaints are resolved in with 24 hours of receipt.
• Solicits feedback from guests during every restaurant visit and correlates with trend information.

Operations Excellence/QSC
MUM ensures Dunkin’ Brands operational standards are followed.

• Develops and executes a plan for timely completion of self-assessments.
• Uses operational assessments to identify root causes and create action plans for improvement.
• A restaurant averages 80% or better on operational assessments conducted by a corporate representative.
• Uses systems identified in ROR (Red Book, line bar, guest counts, throwaways, DT timers) to drive long-term results.

Market Share
MUM implements plans that measure and build sales and transactions.

• Ensures Restaurant Mangers execute the current company plan-o-grams and programs.
• Explores LSM opportunities by traveling trade area to evaluate current situation and environment, then uses that knowledge to create plans to build the business.
• Coach Restaurant Manager to ensure in restaurant opportunities are utilized, i.e., merchandising, suggestive selling, courtesy sampling.

Franchisee Involvement
MUM’s primary responsibility is to operate great restaurants through daily involvement.

• Involvement with franchisee, other GM’s and DAC meetings (where appropriate).
• Executes appropriate sections of the organization’s Business Growth Plan (as directed by the franchisee).
• Assists franchisee in addressing notices to cure (where appropriate).
• Plans execution of new product initiatives and marketing programs.

Financial
MUM demonstrates the ability to manage the finances for their restaurants as directed by their franchisee.

• Actions against franchisee specific cost category targets to ensure profitability.
• Uses Market Share steps to build sales and increase profitability.

Capital Investment
MUM keeps franchisee informed of facility maintenance needs and upkeep to protect the assets.

• Ensures that contracted services are delivered.
• Creates plans to address preventative maintenance issues.
• Works with franchisee on remodels and refurbishment plans to assure enabling Service The Dunkin Way criteria.
• Follow-up on individual restaurants to see that preventative maintenance plans are followed.

Our Pledge

Quality Fresh Products • Friendly Knowledgeable Service • Clean & Inviting Shops