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Dunkin' Shift Leader in Billerica, Massachusetts

Job title: shift leader

The Shift Leader is responsible for the profitability and overall operation of the restaurant as a compliment to the manager in charge and also in their absence. A majority of the time will be spent leading the team to meet a high guest experience along with training and coaching new and existing employees.

Guest First Culture

Embracing a guest first culture is not a strategy; it is the way we should execute our business. Start by taking personal responsibility to provide the best guest service in the industry. Together, we can accomplish this by delivering what our guests want: quality products; fast, friendly service; and a clean restaurant. Quality products are prepared using the proper systems and recipes the way the guest ordered it. Friendly service starts with you - a warm greeting, a smile, and a thank you go a long way. A clean restaurant provides the guest with the atmosphere they want.

Let's make their day ... every guest, every day.

REsponsibilities include (but not limited to) the following

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


· 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


· Fluent in English

· Restaurant, retail, or supervisory experience

· Basic computer skills

· At least 18 years of age (where applicable)

· Basic writing skills

· High School diploma, or equivalent

· Basic math skill and financial acumen

· Must have open availability to work all shifts

· Transportation: to work, banking if needed, attend all meetings and training as required

Compe tencies

Guest Focus

· Understands and exceeds guest expectations, needs and requirements

· Develops and maintains guest relationships

· Displays a sense of urgency with guests

· Seeks ways to improve guest satisfaction; asks questions, commits to follow-through

· Resolves guest concerns by following Brand recommended guest recovery process

Passion for Results

· Sets and maintains high standards for self and others, acts as a role model

· Consistently meets or exceeds goals

· Contributes to the overall team performance; understands how his/her role relates to others

· Sets, prioritizes and maintains focus on important activities

· Reads and interprets reports to establish goals and deliver results

· Seeks ideas and best practices from other individuals, teams, and networks and applies this knowledge to achieve results

Problem Solving and Decision Making

· Identifies and resolves issues and problems

· Uses information at hand to make decisions and solve problems; includes others when necessary

· Identifies root cause of a problem and implements a solution to prevent from recurring

· Empowers others to make decisions and resolve issues

Interpersonal Relationships & Influence

· Develops and maintains relationships with team, peers, cross functional partners and supervisors

· Operates with integrity; demonstrates honesty, treats others with respect, keeps commitments

· Encourages collaboration and teamwork

· Leads others; negotiates and takes effective action

Conflict Management

· Seeks to understand conflict through active listening

· Recognizes conflicts as an opportunity to learn, improve and grow personally and professionally

· Resolves situations using facts involved, ensuring consistency with policies and procedures

· Escalates issues as appropriate

Business and Financial Acumen

· Understands guest and competition; translates and applies own expertise to address business opportunities

· Approaches situations with an innovative mind and looks beyond the obvious to deliver solutions and implement change

· Has a working knowledge of profit and loss and other key financial measurements in order to identify business trends, make adjustments accordingly and set goals

· Understands, analyzes and communicates the key performance/profit levers and manages to these measures


With 250+restaurants in our network you will have the opportunity to grow internally and learn new skills

• Health insurance

• 401k per company policy

“With 200+ locations in 6 states, Cafua Management Company is one of the largest private Dunkin Donuts franchise in the US with a People First culture. You are applying to work with a franchisee of Dunkin' Donuts, not Dunkin' Brands, Inc., Dunkin' Donuts or any of their affiliates. If hired, Cafua Management Company will be your only employer”

Cafua Management Company is an equal-opportunity employer and complies with all applicable federal, state, and local laws regarding nondiscrimination. We are committed to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other basis prohibited by applicable law.

If you believe you have been discriminated against or have concerns about the company's compliance with EEOC guidelines, please contact our Human Resources department at