Store Manager – WRV (Hooksett, NH)

You are applying for work with a franchisee of Dunkin’ Donuts, not Dunkin’ Brands, Inc., Dunkin’ Donuts or any of their affiliates. Any information you submit will be provided solely to the franchisee. If hired, the franchisee will be your only employer. Franchisees are independent business owners who are solely responsible for their own employees and set their own wage and benefit programs that can vary among franchisees. 

Primary Purpose: Responsible for the general operations and execution of budgets of a single-unit store. Our goal is to make sure every customer receives fast, accurate and friendly service and product, every time they visit our stores. In order to meet this goal, we hire and train Store Managers to perform well and consistently in the major areas listed below.

Essential Duties and Responsibilities:

Leadership & Communication

• Ensures that a “Person in Charge” is assigned and present at all timesFollows all policy and procedures as laid out in the Rules of the Shop and the employee handbook 
• Complies with all proper uniform standards and sanitation/hygiene requirements
• Is present for all assigned shifts, and holds self-accountable for ensuring successful transition to PM shift (i.e.: ensures closers are scheduled and present in compliance with all labor laws and Scrivanos Group standards). May need to stay late, come in early or report for shifts outside of the normal schedule.
• Promotes Team Service standards by staffing and deploying effectively
• Meets requirements of assigned training program, including (but not limited to) OLU (Online University) management requirements of Basic Management Training, Human Resource Training, and ServSafe certification; 5-week management training program
• Communicates appropriately with supervisor (District Manager, Director) regarding product outages, equipment or maintenance needs, and other relevant topics as needed
• Actively delegates tasks using the Daily Shift Plan and verbal communication; follows up and holds others accountable for completion of tasks
• Demonstrates practical knowledge, problem-solving and decision-making skills; anticipates problems and develops workable solutions

Product Quality

• Coordinates the consistent planning, training, coaching and preparation of all products
• Ensures proper preparation of all product (i.e.: sandwiches, coffee orders) according to spec and/or customer preference
• Possesses ability to execute all positions worked according to Dunkin’ Brands and Scrivanos Group standard for Speed of Service
• Understands and adheres to all quality standards (i.e.: calibration, cleaning, temperatures, build-to’s)
• Utilizes and maintains all sections required in the Red Book (temps, times, production logs, etc)
• Completes necessary and assigned tasks to ensure service area, sales area, restrooms and parking lot are maintained to the highest standards
• Ensures proper levels of all food, equipment and paper supplies are ordered and maintained in order to operate efficiently and to standard
• Understands and adheres to all quality standards (i.e.: calibration, cleaning, temperatures, build-to’s
• Utilizes and maintains all sections required in the Red Book (temps, times, production logs, etc)
• Completes necessary and assigned tasks to ensure service area, sales area, restrooms and parking lot are maintained to the highest standards
• Ensures proper levels of all food, equipment and paper supplies are ordered and maintained in order to operate efficiently and to standard
• Consistently delivers and ensures crew executes great customer service, with each interaction, through proper greeting, order handling and execution, and payment processing

Guest Service

• Consistently delivers and ensures crew executes great customer service, with each interaction, through proper greeting, order handling and execution, and payment processing
• Displays a sense of urgency and accountability when dealing with customers and crew
• Handles complaints quickly and effectively using the LAST process (Listen, Apologize, Solve, Thank)
• Possesses and demonstrates knowledge about all current marketing promotions (POP), merchandising standards or special initiatives
• Manages shift to ensure Team Service to expedite the process of assembling customer orders
• Interacts with all crew members and guests using clear and understandable communication
• Completes and utilizes Daily Shift Plan on every shift
• Demonstrates ability to meet and monitor service times through reports (if applicable) and general awareness; delivers corrective action as necessary if service times are not to standard
• Drive Thru
• Front Counter
• Ensures successful opening and closing of all aspects of store operations
• Performs “night visits” to ensure PM crew is aware of and executes Dunkin’ Brands and Scrivanos Group service standards

Training & Development

• Recruits, interviews, selects and retains crew that meet/are able to meet standards expectations at all times
• Trains all new hires using required training methods (i.e.: Online University requirements, One Clear Path materials) 
• Tracks e-learning completion using required documentation methods
• Reviews e-learning and practice on positions to ensure knowledge and proper execution
• Utilizes TTM (Talk to Me), and consistently gives feedback and coaching to team to improve performance and/or increase job knowledge
• Holds crew meetings regularly to inform of new promotions or initiatives, and to ensure ongoing training and development
• Ensures that all promotions are executed as outlined by Dunkin’ Brands and Scrivanos Group standards
• Conducts performance evaluations of crew in timely and fair fashion, and in accordance with Scrivanos Group policies for hourly pay rate increases
• Achieves 90% or better on Restaurant Operation Reviews, or similar score on contemporary versions of Dunkin’ Brands operational inspections

Safety & Sanitation

• ServSafe certified
• Maintains total premises is to Dunkin’ Brands and Scrivanos Group standards of cleanliness and sanitation (i.e.: interior of restaurant, exterior of premises, restrooms, food prep and storage areas, etc)
• Utilizes Master Cleaning Schedule, delegates tasks and follows up to ensure completion by crew
• Practices all safety and sanitation procedures (i.e.: handwashing, 3-sink set-up, proper rotation, etc)
• Understands and follows all OSHA, Board of Health, HazCom and Dunkin’ Donuts Employee Health Standards

Administration

• Responsibly and ethically handles money and deposits in accordance with Scrivanos Group standards; is aware of and can describe cash policies and the role of Asset Protection in monitoring adherence to these policies
• Deposits cash daily at local bank, and report deposits as required by accounting standards
• Handles over rings, cash over/short in accordance with policy, and reports any other potential cash problems to District Manager immediately
• Completes and posts the schedule no later than Thursday for the following week; regularly evaluates performance of crew to ensure effective scheduling; complies with all state and federal labor laws when scheduling
• All new hire paperwork is completed accurately and submitted to the office in a timely manner
• Ensures that all INS/DHS regulations are strictly adhered to, including the proper completion of I-9 forms
• Tracks and regularly reviews applicable reports (i.e.: hourly readings, DT reports, P-mix, etc) as required by District Manager or Director
• Conducts all food and paper inventories as required, enters received product invoices to produce accurate food cost numbers

Profitability

• Maintains the operational efficiency and profitability of the store to meet or exceed the store’s sales expectations
• Demonstrates teamwork with other members of management (District Manager, Assistant Store Manager, other managers in district) to plan, develop and implement sales-building methods
• Meets or is under food cost budget percentage, set by Vice President; develops and implements solutions to control food waste and cost variance
• Meets or is under labor cost budget percentage, set by Vice President; controls employee turnover and overtime

Job Qualifications:

• 2+ years in a food service/retail environment
• Strong interpersonal and leadership skills
• Judgment, tact, and diplomacy to effectively resolve conflicts
• Intermediate PC skills – ability to use basic word processing and spreadsheet software for internal communications and data analysis
• Must have access to a personal vehicle and hold a valid driver’s license 

EEO Statement

It is a fundamental policy of the Company not to discriminate based on race, color, religion, sex, national origin, age, handicap or disability, genetic information, citizenship, veteran or military status, or any other protected classification under state law with respect to recruitment, hiring, training, promotion and other terms and conditions of employment.

It is the policy of the Company to base employment decisions solely upon an individual’s qualifications relating to the requirements of the position for which the individual is being considered. It is also the policy of the Company to recruit, hire, and promote the best qualified persons for all jobs without regard to race, color, religion, sex, national origin, age, handicap or disability, genetic information, citizenship, veteran or military status, or any other protected classification under state law. It is the policy of the Company to ensure that all personnel actions such as compensation, benefits, transfers, layoffs, Company-sponsored training, promotions, terminations and disciplinary actions are applied equally.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.