Summary:
A Multi-Unit Manager (MUM) is generally responsible for leading the overall operations for 5-8
Dunkin’ Donuts® and/or Dunkin’ Donuts/Baskin Robbins ® combo restaurants, 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.
Responsibilities Include
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
• Prepare, complete and follow up on action plans for remodels and new restaurant openings
• 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
• Reads and interprets reports to establish goals and deliver results
• 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