Restaurant General Manager-Orland - Dunkin'
Orland Park, IL 60462
About the Job
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.
Responsibilities::
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 and 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::
Great Focus:
• Understands and exceeds guest expectations, needs and requirements
• Develops and maintains guest
• 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
• 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
• Empowers others to make decisions and resolve issues
Interpersonal Relationships & Influence:
• Develops and maintains relationships with
• Operates with integrity; demonstrates honesty, treats others with respect, keeps commitments
• Encourages collaboration and
• Leads others; negotiates and takes effective action
Building Effective Teams
• Identifies and communicates team goals
• Monitors progress, measures results and holds others
• 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
• 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
Dunkin' is a market leader in the hot regular/decaf/flavored coffee, iced coffee, donut, bagel and muffin categories in the U.S. Dunkin' has earned the No. 1 ranking for customer loyalty in the coffee category by Brand Keys for 13 years running in the U.S. The brand has more than 12,800 restaurants in 44 countries worldwide.