General Manager

Summary of Position

The General Manager role contributes to the success of Coffee Action West by leading their team in order to create and maintain an environment that promotes, role models, and upholds Coffee Action West’s guiding principles. The store manager is required to exercise discretion in managing the overall operation of the store. In particular, the direct supervision of the workforce, including staffing decisions (i.e., hiring, training, evaluating, disciplining, and scheduling), ensuring customer satisfaction and product quality, managing the stores financial performance, as well as managing safety and security within the store.

Primary Responsibilities

Responsibilities and essential job functions include but are not limited to the following:

Leadership- Setting goals for the for the store and crew, developing organizational capability

• Display a “customer first” attitude through training and holding team members accountable for delivering great customer service.
• Plans, identifies, communicates, and delegates appropriate responsibilities and practices to team members to ensure a smooth flow of operations.
• Manages with integrity, honesty and knowledge that promotes Coffee Actions West’s Guiding principles.
• Maintains a calm demeanor during periods of high volume or unusual events and manages smooth transitions thereafter to keep the store operating to standard.
• Drives the implementation of company programs by directly motivating the team, planning, ensuring training is met, and clearly communicating goals to the store’s team.
• Provides coaching and direction to the store’s team so they can take action to help achieve operational goals.
• Reviews store environment and key business indicators to identify problems, concerns and opportunities for improvement, and to achieve operational goals.

Planning and Execution—Developing strategies and operational plans for the stores, executing,

managing, and measuring results

• Utilizing existing tools to identify and prioritize communications and training tools. Uses discretion to filter communications to the store’s team. Communicates clearly, concisely, and accurately to ensure effective store operations.
• Monitors and manages staffing levels to ensure team member development and talent to achieve and maintain optimal store operations.

Business Requirements—Providing functional expertise and executing responsibilities.

• Utilizing reports and existing communication tools to analyze key preforming indicators to address trends and issues in the store.
• Uses operational tools to plan and achieve operational excellence for the store.
• Uses all existing tools to monitor safe, accurate, and effective cash and inventory management.
• Ensures and is accountable for adhering to wage and hourly labor laws.
• Uses discretion in accessing internal and external resource support, such as Dunkin Navigator, Dunkin OM, Coffee Action West Leadership, and outside vendors.
• Solicits customers feedback to understand customer needs, reads and responds to Customer Complaints.

Team Building and Development—Provides coaching, feedback, and development opportunities

essential to building an effective team.

• Challenges and inspires the team to achieve business results.
• Ensures adherence to legal and operational compliance requirements.
• Develops and maintains positive relationships with the store team by understanding and addressing individuals’ motivations, needs, and concerns.
• Manages store’s team members by providing timely feedback, setting challenging goals to improve and develop team members, providing follow up on goals, action plans, disciplinary documents by using existing tools and departments.
• Recognizes and reinforces team and individual accomplishments by finding creative and impactful methods of recognition. Uses effective management principles to create and maintain a successful store team.
• Creates an environment where team members feel empowered, respected, and valued.

Required Skills

• 2+ years supervisory experience
• Excellent communication skills, both verbal and written
• Basic computer skills and knowledge of Microsoft Office (Word, Excel) and POS platform
• Ability to manage multiple departments at location
• Ability to lead, motivate, and build efficient teams
• High energy and engaging personality with professional demeanor
• Ability to work flexible hours, including weekends and holidays (according to customer demand)
• SERVSafe Food Protection Manager Certification holder or willing to obtain certification within 30 days of employment where required by State, County or City law.

Founded in 1950, 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.