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

• 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 the 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.
• 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.
• Issues receipts, refunds, or change to the customers correctly.
• Counts money in the cash till at the beginning of shifts to ensure that amount is correct and there is adequate change.
• Maintains 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.