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A Multi-Unit Manager (MUM) is generally responsible for leading the overall operations for 2-4 restaurants. Multi-Unit Managers must have a high level of personal integrity and are able to drive results through continuous employee coaching, training, and sales and profit growth. They are also responsible for providing strong, positive leadership to his/her team to deliver friendly guest experiences, serve the freshest products, run the cleanest restaurants, and provide the fastest service. They are responsible for working with Restaurant Managers to oversee all aspects of the daily operations of the restaurant.

A Multi-Unit Manager is generally responsible for leading the overall operations of multiple Dunkin' locations including recruiting, hiring, onboarding, training, management development, managing budgets and ensuring Managers and Crew are delivering great guest service and executing applicable Brand standards and procedures in the restaurants.

Multi-Unit Managers Responsibilities' include but are not limited to:

Team Environment

• Responsible for general Human Resource functions such as, but not limited to recruiting, hiring, conducting performance reviews, developing performance improvement plans, and professional development
• Ensure appropriate training tools are utilized

Operational Excellence

• Create and maintain a people first culture in the restaurant
• Monitor, follow up and report training progress
• Ensure a safe, secure, and healthy work environment for safety, food safety, and sanitations guidelines; comply with all applicable laws
• Ensure Brand standards, recipes and systems are executed
• Lead team meetings to communicate relevant operations information, e.g. seasonal products

Profitability

• Identify and support systems to control costs and maintain budgets
• Provide coaching and feedback to Restaurant and Assistant Restaurant Managers regarding Brand standards, sales, marketing, and labor and food costs
• Support sales goals by developing action plans for seasonal forecasting
• Ensure tools and systems are in place to roll out new products, systems and processes

Skills/Qualifications

• Associate's degree in related field or equivalent in education and experience
• Fluent in English
• Microsoft Office proficiency
• Facilitation and presentation skills
• Written and verbal communication skills

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
• 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

Interpersonal Relationships & Influence

• Develops and maintains relationships with team
• Operates with integrity; demonstrates honesty, treats others with respect, keeps commitments
• Encourages collaboration and teamwork
• 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
• 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

Leading with Vision

• Sets clear, meaningful, challenging and attainable group goals and expectations that are aligned with those of the organization
• Drives a clear vision or sense of purpose and clearly communicates to the team
• Links mission, vision, values, goals and strategies to everyday work

Strategic Thinking

• Sees where current trends will lead, and how they may influence the organization's direction
• Translates the vision for a program into clear strategies
• Thinks in strategic terms and is able to make the connection across functional teams

Proven success in QSR management and Multi Unit experience is required. Drive-thru experience service experience is essential.

Many Dunkin' restaurants are owned and operated by an independent franchisee. Each Dunkin' franchisee is an independent employer and thus solely responsible for hiring decisions and all other employment-related matters for the franchisee's restaurant(s). The terms "Company," "Dunkin'," "we," "our," or "us" refer to the specific entity (corporate or franchise) that owns and operates the Dunkin' restaurant to which you are applying. Nothing on this site should be construed as Dunkin' being involved in or having control over a franchise employee's terms and conditions of employment. Any employment-related questions regarding a franchise restaurant should be directed to the franchisee.