Service Crew

POSITION OBJECTIVE - The position is responsible for generating sales and deliver customer service at its best. - Support the other operational duties such as housekeeping, visual presentation standards, etc. as assigned by the Store Management Team. Key Responsibilities Hospitality and Guest Service - Provides important visual cues for guests that make a positive first impression E.g. wearing proper career wear that is clean and neatly pressed, maintaining a clean parking lot/exterior and a clean and inviting dining room. - Follows the guaranteed Always Fresh procedure to ensure coffee and products are always fresh and always accurate. - Delivers consistent and outstanding guest service through friendly attitude, attentive behavior and strong product knowledge. - Enhances the guest experience by following the S.E.T. Principles: Smile, Eye Contact, Thank You. - Uses proper procedures to ensure the accuracy of every order for every guest. - Ensures every guest receives a prompt and warm greeting within 5 seconds at front counter and drive-thru. - Maintains speed of service targets by working efficiently with a sense of urgency to fill orders and meet guests’ needs. - Promptly executes service recovery for any guest concerns or complaints by making it right with the guest, regardless of involvement in the issue. - Listens carefully to guests and apologizes for the experience in the case of a complaint. Store Operations - Follows all Operations standards and guidelines for preparation of products according to training and instructional materials provided. - Prepares all products as required, following the order monitor to ensure the accuracy of every order. - Communicates showcase and product needs to ensure proper product availability for guests. - Regularly takes temperatures of the required products and records in the Time & Temperature Log. Policies and Procedures - Participates in and attends all store meetings and other related functions. - Follows all restaurant policies, procedures and standards. - Maintains the front counter by keeping it clean, organized, stocked and ready for rush periods in the restaurant. - Follows proper hand washing techniques and all sanitation guidelines; completes all sanitation tasks as outlined by the Store Manager. Cashiering - Receives payment by cash, credit cards, vouchers or automatic debits. - Issue receipts, refunds, or change to the customers correctly. - Count money in the cash till at the beginning of the shifts to ensure that amount is correct and there is adequate change. - Maintain clean and orderly checkout areas. Health & Safety - Works in compliance with occupational health and safety legislation. - Knows, understands and follows safe work practices and procedures. - Uses or wears personal protective equipment or clothing as required. - Reports all injuries/illnesses, accidents, unsafe conditions, security incidents and any contravention of health and safety legislation, policies and procedures to the Restaurant Manager or Restaurant Owner. - Does not operate any equipment, machine, device or thing, or otherwise work in a manner that will endanger anyone.

Hospitality and Guest Service - Provides important visual cues for guests that make a positive first impression (e.g., wearing proper career wear, clean and pressed). - Follows Always Fresh procedure to ensure coffee and products are fresh and accurate. - Delivers consistent guest service through friendly attitude, attentive behavior and strong product knowledge. - Enhances guest experience using the S.E.T. Principles: Smile, Eye Contact, Thank You. - Ensures accuracy of every order for every guest. - Greeting guests at front counter and drive-thru within 5 seconds. - Maintains speed of service targets by working efficiently to fill orders. - Executes service recovery to resolve guest concerns. - Listens to guests and apologizes when handling complaints. - Store Operations: follows standards for product preparation, ensures order accuracy, communicates product needs, records temperatures in Time & Temperature Log. - Policies and Procedures: attend store meetings, follow restaurant policies, maintain clean front counter and organized workspace, follow sanitation guidelines. - Cashiering: handles payments, issues receipts/refunds, counts cash at shift start, maintains clean checkout areas. - Health & Safety: complies with health and safety legislation, uses PPE, reports injuries or hazards, does not operate unsafe equipment.