Service Crew

Roles and responsibilities

The position is focused on generating sales while delivering top-notch customer service. In addition, the role supports various operational duties, including housekeeping and maintaining visual presentation standards as directed by the Store Management Team.

Key Responsibilities

Hospitality and Guest Service

The role emphasizes creating a positive first impression through important visual cues. This includes wearing clean and neatly pressed career attire and ensuring a clean exterior and inviting dining area. Adhering to the Always Fresh procedure is essential, guaranteeing that coffee and products are consistently fresh and accurate.

Delivering outstanding guest service is paramount. This involves exhibiting a friendly attitude, being attentive, and possessing strong product knowledge. Enhancing the guest experience is achieved by following the S.E.T. Principles: Smile, Eye Contact, Thank You. Proper procedures must be used to ensure every order's accuracy, and guests should receive a warm greeting within five seconds, whether at the front counter or drive-thru. Maintaining speed of service targets is crucial; this requires working efficiently to meet guests’ needs promptly. Service recovery is vital when addressing guest concerns, ensuring that any issues are resolved swiftly and satisfactorily. Listening carefully to guests and apologizing for any complaints is part of maintaining a high standard of service.

Store Operations

The role demands strict adherence to operational standards and guidelines for product preparation, as outlined in training materials. Staff must ensure all products are accurately prepared according to order monitors, and communicate any product needs to maintain proper availability. Regularly checking and recording temperatures of required products is also essential.

Policies and Procedures

Participation in store meetings and related functions is expected, along with strict adherence to all restaurant policies, procedures, and standards. The front counter must be maintained in a clean, organized, and well-stocked manner, especially during peak hours. Following proper handwashing techniques and sanitation guidelines is mandatory, including completing all sanitation tasks assigned by the Store Manager.

Desired candidate profile

In the cashiering aspect, responsibilities include processing payments via cash, credit cards, vouchers, or automatic debits. Issuing receipts, refunds, or change accurately is crucial, as is counting the cash till at the start of each shift to ensure correctness and adequate change. The checkout area must be kept clean and orderly.

Compliance with occupational health and safety legislation is critical. Understanding and following safe work practices and procedures, as well as using personal protective equipment as required, is essential. Reporting any injuries, accidents, or unsafe conditions to the Restaurant Manager or Owner is a key responsibility. Employees must not engage in any actions that could endanger themselves or others while operating equipment or performing their duties.

Overall, this position requires a commitment to exceptional guest service, operational efficiency, and adherence to health and safety standards.