Position objective

The position is responsible for generating sales and delivering customer service at its best.
Support other operational duties such as housekeeping, visual presentation standards, etc. as assigned by the store management team.

Key responsibilities

Hospitality and guest service

• Provide 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.
• Follow the guaranteed Always Fresh procedure to ensure coffee and products are always fresh and always accurate.
• Deliver consistent and outstanding guest service through a friendly attitude, attentive behavior, and strong product knowledge.
• Enhance the guest experience by following the S.E.T. principles: Smile, Eye Contact, Thank You.
• Use proper procedures to ensure the accuracy of every order for every guest.
• Ensure every guest receives a prompt and warm greeting within 5 seconds at the front counter and drive-thru.
• Maintain speed of service targets by working efficiently with a sense of urgency to fill orders and meet guests’ needs.
• Promptly execute service recovery for any guest concerns or complaints by making it right with the guest, regardless of involvement in the issue.
• Listen carefully to guests and apologize for the experience in the case of a complaint.

Store operations

• Follow all operations standards and guidelines for preparation of products according to training and instructional materials provided.
• Prepare all products as required, following the order monitor to ensure the accuracy of every order.
• Communicate showcase and product needs to ensure proper product availability for guests.
• Regularly take temperatures of the required products and record in the Time & Temperature Log.
• Participate in and attend all store meetings and other related functions.
• Follow all restaurant policies, procedures, and standards.
• Maintain the front counter by keeping it clean, organized, stocked, and ready for rush periods in the restaurant.
• Follow proper hand washing techniques and all sanitation guidelines; complete all sanitation tasks as outlined by the Store Manager.

Cashiering

• Receive payment by cash, credit cards, vouchers, or automatic debits.
• Issue receipts, refunds, or change to customers correctly.
• Count money in the cash till at the beginning of shifts to ensure that amount is correct and there is adequate change.
• Maintain clean and orderly checkout areas.

Health & safety

• Work in compliance with occupational health and safety legislation.
• Know, understand, and follow safe work practices and procedures.
• Use or wear personal protective equipment or clothing as required.
• Report 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.
• Do not operate any equipment, machine, device, or thing, or otherwise work in a manner that will endanger anyone.