Guest Service Lead

Job Title: Guest Service Lead Dunkin Operations

Location:

Job Summary:

Guest Service Lead

Key Responsibilities:

1. Restaurant Audit Management

• Plan and conduct

  ROR (Restaurant Observation Review)

  audits for every store at least once every 3 months, or more frequently if needed.
• Maintain a structured

  audit calendar

  , ensuring timely and unannounced store visits (informing only reporting managers on the day of visit).
• Perform audits strictly as per the approved checklist covering hygiene, service quality, food safety, and operational readiness.
• Highlight and escalate any

  critical deviations

  and ensure corrective action is taken promptly.
• Conduct

  spot cash audits

  to ensure accuracy and compliance with POS and cash-handling SOPs.

2. Reporting & Documentation

• Submit comprehensive audit reports within

  24 hours

  of the store visit.
• Summarize key findings and discuss action points with

  District Managers (DMs)

  .
• Maintain monthly and FY-wise trackers for audit performance, scoring, and history to enable trend analysis and training focus.

3. Guest Feedback & NPS Management

• Monitor daily customer feedback for both

  dine-in and delivery (Zomato/Swiggy)

  concerns.
• Share daily

  NPS reports

  and complaint summaries with relevant store teams.
• Drive

  timely closure of guest concerns

  using internal feedback portals and tools.
• Conduct weekly check-ins with DMs to review

  NPS performance and action planning

  .

4. Data Analysis & Insights

• Prepare and circulate

  weekly/monthly feedback analysis reports

  at store and city levels.
• Provide insights on customer sentiment, recurring issues, product feedback, and highlight areas for quick wins.
• Track NPS and guest comments during

  new product launches

  and report trends.

5. Online Governance & Systems Support

• Ensure accuracy of contact details across aggregator platforms.
• Assist in onboarding new stores onto feedback monitoring dashboards.
• Coordinate with IT for necessary system updates and invoice messaging accuracy.
• Manage NPS communication formats, server time issues, and other backend coordination.

6. Presentation & Trend Analysis

• Create and present

  monthly NPS dashboards and trend reports

  for MRM/BRM.
• Maintain comprehensive records in Excel on customer feedback, order history, product ratings, and concerns.

Skills & Competencies Required:

• Strong knowledge of

  QSR operations, SOPs

  , and service quality standards
• Excellent

  analytical and problem-solving skills

• Proficient in

  Excel

  , reporting dashboards, and audit tools
• High attention to detail with a

  customer-first mindset

• Strong communication and stakeholder management skills
• Ability to manage multiple responsibilities independently with integrity and discretion
• Understanding of

  aggregator platforms

  and customer sentiment tracking tools

Preferred Qualifications:

• Graduate in Hospitality, Business, or related field
• 2–4 years of experience in QSR, retail, or hospitality industry
• Experience in audit, guest experience, or operations improvement roles