Location: Manchester, NH (1037 Hanover St)

Job Description



TITLE: Crew Person

DEPARTMENT: Store Operations

STATUS: Hourly, Nonexempt

REPORTS TO: Store Manager

You are applying for work with a franchisee of Dunkin' Donuts, not Dunkin' Brands, Inc. or any of its affiliates. Any information you submit will be provided solely to the franchisee.  If hired, the franchisee will be your only employer. Franchisees are independent business owners who set their own wage and benefit programs that can vary among franchisees.

Primary Purpose: Provide customers with prompt and friendly service.  Help increase store sales by proper use of selling techniques.  Responsible for stocking of front end supplies, cleaning and maintenance of equipment and surfaces in the service area.  Will also contribute to the maintenance of the overall facility (restrooms, customer sales area, outside) as assigned.  Accountable for any cash over or shortages while operating a POS (Point of Sale) terminal. Assist in maintaining logbook as trained and assigned.

Essential Duties and Responsibilities:

Our goal is to make every customer feel appreciated, special and pleased with our service and product.  To ensure our goal is met each employee must perform in the following major areas of responsibility:

Guest Service

  • Use the “six steps of customer service” to deliver great service
  • Provide a pleasant and proper greeting to each customer
  • Properly suggestive sell
  • Repeat the orders back to the customer to ensure accuracy
  • Handle payments correctly
  • Give Drive-thru Customers a total at the speaker
  • Provide a 2-part Thank You
  • Utilize Team Service to expedite the process of assembling customer orders
  • Verbal interaction between crew members and guests clear and understandable
  • Act “Customers First”, Employees must display a sense of urgency when dealing with customers
  • Demonstrates knowledge about current promotions or specials
  • Handles complaints quickly and effectively
  • Understand and use “LAST” process to handle customer complaints


  • Understands and adheres to all quality standards (i.e. Coffee hold times)
  • Achieves 100% accuracy in guest orders
  • Purges and wipes the steam wand after each use
  • Assembles both hot and cold coffee in the proper order
  • Prepares all sandwiches properly (cheese melted etc.)
  • Packages orders properly with the appropriate accompaniments
  • Always takes product from the back of the basket (donuts etc.)
  • Completes necessary tasks to ensure service area, sales area, restrooms and parking lot are maintained to the highest standards
  • Stocks food and paper supplies in service area as needed

Work Standards

  • Follows all policy and procedures as laid out in the Rules of the Shop and the employee handbook
  • Understands and complies with all cash handling policies
  • Always wears the proper uniform and adheres to dress codes
  • Always reports to work on time in accordance to the posted schedule
  • Takes initiative
  • Works well with others and promotes teamwork
  • Behaves in a professional, courteous and polite manner
  • Completed the RFSS (Retail Food Safety) I- module
  • Attends crew meetings when required
  • Notifies store management of product outages and of equipment or maintenance needs

EEO Statement

It is a fundamental policy of the Company not to discriminate on the basis of race, color, religion, sex, national origin, age, handicap or disability, genetic information, citizenship, veteran or military status, or any other protected classification under state law with respect to recruitment, hiring, training, promotion and other terms and conditions of employment.

It is the policy of the Company to base employment decisions solely upon an individual's qualifications relating to the requirements of the position for which the individual is being considered.  It is also the policy of the Company to recruit, hire, and promote the best qualified persons for all jobs without regard to race, color, religion, sex, national origin, age, handicap or disability, genetic information, citizenship, veteran or military status, or any other protected classification under state law.  It is the policy of the Company to ensure that all personnel actions such as compensation, benefits, transfers, layoffs, Company-sponsored training, promotions, terminations and disciplinary actions are applied equally.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice. 


  • Must be able to fluently speak/read English
  • Capable of counting money and making change
  • Able to operate restaurant equipment (minimum age requirements may apply)