Team Member
The Restaurant Front Team Member is the front line in providing the Exceptional Guest Experience through the delivery of exceptional products and service.
Hospitality & 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 E.g. repeating guest’s order when it is presented to them, using H.O.T.R.O.D.S. at drive-thru and marking hot beverage lids
- 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
Restaurant 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 & Procedures
- Follows all restaurant policies, procedures and standards
- Maintains the front counter and drive thru area 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 Restaurant Manager or Restaurant Owner
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
Postural & Physical Demands Requirements
- Frequent reaching above waist, chest, and shoulder level, as well as below waist level
- Frequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger control, etc.)
- Continuous standing on tiled surfaces for all tasks
- Ability to stand for long periods of time without a break
- Frequent hip flexion while walking for all tasks
- Occasional lifting of boxes of supplies/products weighing from <5 – 50 lbs. vertically from floor to knuckle height
- Occasional lifting of milk crates weighing between 5 – 30 lbs. vertically from floor to knuckle height, knuckle to shoulder height, or from fridge to counter height
- Frequent exposure to cold/below freezing and high heat temperatures (walk-in refrigerator and freezers, ovens)
*Must be 16 years of age or older.
