Food Service Operations Manager

2 weeks ago

Waterville, Maine, United States Dunkin' Full time

A Food Service Operations Manager plays a crucial role in fostering team development through effective leadership and constructive guidance. This position is dedicated to ensuring an exceptional customer experience by implementing operational excellence strategies that drive profitable sales growth. The manager oversees the restaurant's overall functioning in alignment with Dunkin' standards, franchisee expectations, and compliance with relevant regulations.

Commitment to Customer Satisfaction

Adopting a customer-centric approach is not merely a tactic; it is the foundation of our business operations. Begin by taking ownership of delivering unparalleled customer service in the industry. Together, we can achieve this by providing what our customers desire: high-quality products, prompt and friendly service, and a pristine dining environment. Quality products are crafted using established systems and recipes tailored to customer orders. Friendly service initiates with a warm welcome, a smile, and gratitude, which significantly enhances the customer experience. A clean establishment creates the desired ambiance for our guests. Let’s strive to brighten every customer's day, every time.

KEY RESPONSIBILITIES INCLUDE (but are not limited to)

  • Recruiting, hiring, training, and nurturing team members
  • Communicating job expectations clearly to employees
  • Monitoring, evaluating, and reviewing employee performance
  • Providing coaching and constructive feedback; administering discipline when necessary
  • Fostering a customer-first culture within the restaurant
  • Ensuring adequate staffing levels with qualified team members to meet service objectives
  • Maintaining a safe, secure, and healthy environment by adhering to safety, food safety, and sanitation protocols; complying with all applicable laws
  • Executing brand standards and operational systems
  • Preparing and implementing action plans to enhance production, productivity, quality, and customer service standards
  • Conducting audits and implementing strategies for system improvements
  • Managing costs effectively to maximize profitability
  • Implementing in-restaurant marketing promotions promptly
  • Facilitating new product launches, including team training, marketing, and sampling
  • Setting sales targets and monitoring outcomes

QUALIFICATIONS

  • Ability to lift a minimum of 30 lbs
  • Capability to stand for extended periods (6+ hours)
  • Authorization to work in the U.S.
  • Proficiency in English

CORE COMPETENCIES

Customer Focus

  • Recognizes and surpasses customer expectations, needs, and requirements
  • Builds and maintains strong customer relationships
  • Exhibits urgency in addressing customer needs
  • Seeks to enhance the customer experience through inquiry and commitment to follow-through
  • Addresses customer concerns promptly
  • Engages with customers in the restaurant, soliciting feedback for operational improvement

Results Orientation

  • Establishes and upholds high standards for self and team, serving as a role model
  • Consistently meets or exceeds performance goals
  • Contributes to overall team success, understanding the interrelation of roles
  • Prioritizes and focuses on critical activities
  • Analyzes reports to set goals and achieve results
  • Seeks innovative ideas and best practices from various sources to drive results

Problem Solving and Decision Making

  • Identifies and resolves issues effectively
  • Utilizes available information to make informed decisions; collaborates with others when necessary
  • Determines root causes of problems and implements preventive solutions
  • Empowers team members to make decisions and resolve issues
  • Recognizes and removes obstacles to success

Interpersonal Skills and Influence

  • Develops and sustains relationships with team members
  • Acts with integrity; demonstrates honesty, respect, and commitment
  • Maintains a positive demeanor in challenging situations
  • Encourages teamwork and collaboration
  • Leads effectively; negotiates and takes decisive action

Conflict Resolution

  • Seeks to understand conflicts through active listening
  • Views conflicts as opportunities for learning and improvement
  • Resolves issues based on facts, ensuring alignment with policies
  • Escalates matters as appropriate

Employee Development

  • Collaborates with team members to create individual development plans
  • Regularly reviews progress towards goals and adjusts development strategies
  • Provides challenging assignments to foster employee growth
  • Utilizes coaching and feedback to enhance performance
  • Identifies training needs and facilitates development opportunities

Business Acumen

  • Understands customer dynamics and competitive landscape; applies expertise to capitalize on business opportunities
  • Approaches challenges with creativity, looking beyond the obvious to implement change
  • Possesses knowledge of financial metrics to identify trends and set goals
  • Analyzes and communicates key performance indicators effectively

WHAT WE PROVIDE

  • A family-owned and operated business environment
  • Opportunities for internal growth and skill development across 200+ locations
  • Competitive compensation package
  • Health insurance benefits
  • 401k plan as per company policy
  • Two weeks of paid vacation
  • Life and disability insurance options
  • Employee recognition programs and outings
  • Discounts on meals and pet insurance
  • Monthly bonus incentives

With over 200 locations across six states, Cafua Management Company stands as one of the largest private Dunkin' Donuts franchises in the U.S., fostering a People First culture. This position is with a Dunkin' Donuts franchisee, not Dunkin' Brands, Inc., Dunkin' Donuts, or any affiliates.

Cafua Management Company is an equal opportunity employer, adhering to all federal, state, and local laws regarding nondiscrimination. We are committed to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other basis prohibited by applicable law.

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