General Manager

We are growing and looking for General Manager to help manage our Dunkin' Team! We currently have 9 locations.

A General Manager is 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.

Competencies:

Great Focus:

• Develops and maintains guest satisfaction
• 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:

• 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 goals
• 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 occurring
• Empowers others to make decisions and resolve issues

Interpersonal Relationships & Influence:

• Develops and maintains relationships with team
• Operates with integrity; demonstrates honesty, treats others with respect, keeps commitments
• Encourages collaboration 
• Leads others; negotiates and takes effective action

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

Skills and Qualifications:

• 3+ years of restaurant, retail, or supervisory experience with responsibility for financial results.
• Basic computer skills
• Fluent in spoken and written English
• Basic math and financial management
• Strong analytical skills and business acumen
• Works well with others in a fun, fast-paced team environment
• On time and in proper uniform, demonstrates honesty and a positive attitude
• This position requires constant standing, walking, and moving for many hours
• May be required to be present before the restaurant opens, or when the restaurant closes, may be required to work various daily shifts to ensure the restaurant is performing excellently
• Require access by the restaurant or management via phone at any time of day
• Ability to lift 20-25 pounds on a regular basis, and up to 50 lbs occasionally

Responsibilities:

Required 50-55 Hours/week

• This position must be willing to put in extra hours if needed.
• 25-40 hours per week will be in operations, coaching, teaching, and correcting. 
• The remaining 15-25 hours per week is required for operational duties such as employee scheduling, employee reviews, hiring, training, truck orders, marketing windows, etc
• Anytime Availability Required on Saturday and Sundays. Our busiest days of the week
• The position does not require regular travel, but may occasionally travel for training or other business purposes, therefore reliable personal transportation is required (for bank deposits, etc)

Team Environment:

• Hire, train and develop their employees
• Motivating Others
• 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

Dunkin' is America's favorite all-day, everyday stop for coffee and baked goods. Dunkin' is a market leader in the hot regular/decaf/flavored coffee, iced regular/decaf/flavored coffee, donut, bagel and muffin categories. Dunkin' has earned a No. 1 ranking for customer loyalty in the coffee category by Brand Keys for 14 years running. The company has more than 13,100 restaurants in 41 countries worldwide. Based in Canton, Mass., Dunkin' is part of the Dunkin' Brands Group, Inc. family of companies.

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