Shift Leader

If you enjoy working in a fast-paced, fun-paced environment that is challenging and allows you to apply your personality and skills in a variety of ways, becoming a Shift Leader for a Dunkin’/Baskin franchisee is a great career choice. Our team is committed to making our guests’ day by serving them with a great product, a smile, and heck, maybe even a joke or two. Everyone on our team, from our franchisee to our manager to our crew member, works together and takes pride in doing a good job. If you are ready to roll up your sleeves and work with a winning team, then join our dynamic, award-winning franchise!

Shift Leaders play a vital role in delivering great guest experiences and Making it Right for our guests every day. They prepare products according to operational and quality standards and serve them with enthusiasm in a clean environment. They work as part of a team to meet our Guests needs and give them a reason to come back. 

Team Environment– Communicate appropriately with fellow team members, treating others fairly and with respect. Respond positively to feedback and direction given. Hold themselves accountable for their responsibilities on their shift. Adhere to schedule and arrive ready to work on time.

Operations Excellence for Guest Satisfaction– Hold guests as highest priority and ensure each guest is highly satisfied with his/her experience. Respond to specific guest needs and resolve problems with a sense of urgency. Adhere to Brand standards and systems, delivering quality food and beverage to each guest. Maintain a clean and neat workstation; complete thorough cleaning of guest areas as directed. Complete all required training and support the training of other team members.

Shift Leader Responsibilities:

  • Leads Operational Excellence and the Guest Experience
  • Ensures the restaurant meets safety, sanitation, and cleanliness standards during shift
  • Ensures self and team handles all Guest concerns with a sense of urgency
  • Solicits and listens to all Guest feedback and provides information to Restaurant Manager
  • Executes travel paths and take appropriate actions that drive hospitality behaviors
  • Empowers the team to satisfy Guest needs and resolve concerns
  • Removes barriers to delivering Hospitality behaviors during shift
  • Role models expected behavior and coaches team on hospitality standards
  • Leads Operational Excellence and the Guest Experience
  • Role models expected behavior and coaches team on hospitality standards
  • Ensures the restaurant meets safety, sanitation, and cleanliness standards during shift

Builds Team Talent:

  • Treats all team members fairly and with respect
  • Supports the training of new team members
  • Recognizes team members for team contributions.
  • Holds team members accountable for their behavior and performance during shift
  • Provides coaching to team members to improve performance during shift
  • Provides communication to team about goals and performance for shift
  • Brings staffing and performance issues to the attention of Restaurant Manager
  • Executes team service through effective deployment and communication
  • Shows up for work as scheduled and is ready to work on time
  • Stays focused on the Guest and accomplishes all work assignments with excellence
  • Responds positively to coaching and direction given



  • Able to clearly express oneself verbally and in writing (English)
  • Math and financial management
  • Restaurant, retail, or supervisory experience
  • At least 18 years of age

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.


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