District Manager Michael McMurray has been in the quick service restaurant (QSR) industry his entire 26-year career, starting at age 14 with his family’s Dairy Queen. Fast forward several years … Michael went off to college, got a degree in history from Ohio State, and quickly realized it would be a lot more lucrative to work in the restaurant industry than as a history teacher.
Michael returned to the family business and, he says, worked his way up as far as he could go. When it was clear he could grow no further, he left. He worked for two different franchisees over the years and then when a Dunkin’ opened near him, he reconnected with an old manager to explore job opportunities and became the Restaurant General Manager (RGM). He was in the District Manager role when we acquired his location.
Turns out, he gets to use his degree here! Teaching and training are both an enormous part of Michael’s management role at Shamrock Company.
I absolutely love Shamrock. The people-first attitude they say the company has is definitely prevalent in their culture.” – Michael McMurray, District Manager
“Eighty percent of my job is just people skills,” he says. “Working with young managers, helping crew during rushes, leading by example.”
Michael says he loves the people part — and it can also be the most challenging aspect of the job.
“Everybody learns differently,” he says. “One person picks it up right away, someone else struggles to understand. I have to constantly change up my directions.”
A PRETTY SWEET GIG
Michael serves as District Manager for Shamrock Company’s growing Dunkin’ Donuts business. We acquired our first four locations in Grand Rapids, MI, earlier this year; he oversees all operations.
“It’s a daily rotation of what store I’m goin to be at,” he says of his role in checking on each location and making sure restaurant teams are adhering to brand standards.
“Do they have their ‘aces in their places’ … are the doughnuts visually full,” he explains. During peak periods, he says, you want the top performer for each position at the ready so there are no gaps in service during a rush. Guest satisfaction is paramount!
“Our customers refer to themselves as Dunkin’ junkies,” Michael shares. “Customers will drive 30 minutes out of their way just to get to Dunkin’, and then drive the 35 minutes back to work.”
Michael stays on top of daily sales numbers, reviewing data and noting which locations outperform the others. He also studies drive-thru times. One key way we assure a high level of guest service is by conducting surprise visits called “shops” and our monthly food safety audits.
GOAL: THRIVE IN 2025
According to Michael, Shamrock is ready to grow the Dunkin’ business in 2025.
“I’m really excited to expand our business,” he says. And more locations mean more job opportunity! Check out our Dunkin’ job openings.
Michael can be confident he’ll accomplish his goals because not only is he a lifelong hard worker, he’s been supported by Shamrock from the very beginning. President Dan McGue and Chief Operating Officer Rob Russ regularly reach out to him to find out how it’s going, he says.
“They have been supporting us every step of the way,” Michael shares. “I think I’ve talked to Dan more [than the previous owner] already.”
It sounds like the perfect setup! Let’s bring on the new year and sprinkle more Dunkin’ joy!