General Manager

Restaurant Leader Responsibilities:

A Restaurant Leader is generally responsible for providing strong, positive leadership to his/her team to deliver excellent and friendly guest experiences and operational excellence. They also help build profitable top line sales, and 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 employees
• Plan, monitor, appraise and review employees’ job performances
• Provide coaching and feedback; discipline 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 a 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
  • Including new product roll-outs, such as team training, marketing and sampling
• Set sales goals and track results

Guest Focus

• Understand and exceed guest expectations, needs and requirements
• Develop and maintain guest relationships
• Display a sense of urgency with guests
• Seek ways to improve guest satisfaction; ask questions and follow through
• Resolve guest concerns by following brand recommended guest recovery process 

Passion for Results

• Set and maintain high standards for self and others; act as a role model
• Consistently meet and/or exceed goals
• Contribute to the overall team performance; understand how his/her role relates to others
• Set, prioritize and maintains focus on important activities
• Read and interpret reports that aid in establishing goals and delivering results
• Seek ideas and best practices from other individuals, teams and networks, and apply this knowledge to achieve results

Problem Solving and Decision Making

• Identify and resolve issues and/or conflicts
• Use the information at hand to make decisions and solve problems; including others when necessary
• Identify the cause of a problem and implement a solution to prevent future occurrences
• Empower others to make decisions and resolve issues

Interpersonal Relationships & Influence

• Develop and maintain relationships with team members
• Operate with integrity; demonstrate honesty, treat others with respect and keep commitments
• Encourage collaboration and teamwork
• Leads others; negotiate and take effective action

Building Effective Teams

• Identify and effectively communicate team goals
• Monitor progress, measure results and hold employees accountable
• Create strong morale and engagement from within the team
• Accept responsibility for personal and team commitments
• Recognize and reward employees' strengths, accomplishments and development
• Listen to others, seek mutual understanding and welcome sharing of information, ideas and resources

Conflict Management

• Seek to understand conflict through active listening
• Recognize conflict as an opportunity to learn and improve
• Resolve situations using facts involved, ensuring consistency with policies and procedures
• Escalates issues as appropriate

Developing Direct Reports and Others

• Work collaboratively with employees to create individual development plans to strengthen knowledge and skills
• Regularly discuss progress towards goals, review performance and adjusts development plans accordingly
• Provide challenging assignments for the purpose of developing others
• Use coaching and feedback opportunities to improve performance
• Identify training needs and support resources for development opportunities

Business and Financial Acumen

• Understand guests and competition; translate and apply own expertise to address business opportunities
• Approach situations with an innovative mind and look beyond the obvious to deliver solutions and implement change
• Has a working knowledge of profit/loss and other key financial measurements in order to identify business trends, make adjustments accordingly and set goals
• Understand, analyze and communicate the key performance/profit levers and manage these measures