Operations Manager

A Restaurant Manager is generally responsible for providing strong, positive leadership to his/her team to deliver great and friendly guest experiences, operational excellence and for helping to build profitable top line sales. They are responsible for the overall operation of the restaurant according to Dunkin' Donuts standards, franchisee standards and in compliance with all applicable laws.

Team Environment

• Hire, train and develop their employees
• Communicate job expectations to their employees
• Plan, monitor, appraise and review their employees' job performance
• Provide coaching and feedback; disciplines when appropriate

Operational Excellence

• Create and maintain a guest first culture in the restaurant
• Ensure all shifts are appropriately staffed to achieve guest service goals
• Maintain safe, secure, and healthy environment by following and enforcing safety, food safety, and sanitation guidelines; comply with all applicable laws
• Ensure Brand standards and systems are executed
• Prepare and complete action plans; implement production, productivity, quality and guest service standards
• Complete audits and implement plans to drive system improvements

Profitability

• Control costs to help maximize profitability
• Execute all in-restaurant marketing promotions in a timely manner
• Execute new product roll-outs including team training, marketing and sampling
• Set sales goals and track results

Skills/Qualifications

• Fluent in English
• Math and financial management
• Restaurant, retail, or supervisory experience
• At least 18 years of age (where applicable)
• High School diploma, or equivalent

Competencies

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

Building Effective Teams

• Identifies and communicates team goals
• Monitors progress, measures results and holds others accountable
• Creates strong morale and engagement within the team
• Accepts responsibilities for personal and team commitments
• Recognizes and rewards employee's strengths, accomplishments and development
• Listens to others, seeks mutual understanding and welcomes sharing of information, ideas and resources

Conflict Management

• Seeks to understand conflict through active listening
• Recognizes conflicts as an opportunity to learn and improve
• Resolves situations using facts involved, ensuring consistency with policies and procedures
• Escalates issues as appropriate

Developing Direct Reports and Others

• Works collaboratively with employees to create individual development plans to strengthen employee's knowledge and skills
• Regularly discusses progress towards goals, reviews performance and adjusts development plans accordingly
• Provides challenging assignments for the purpose of developing others
• Uses coaching and feedback opportunities to improve performance
• Identifies training needs and supports resources for development opportunities

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