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
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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
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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 behaviour and strong product knowledge
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Enhances the guest experience by following the S.E.T. Principles: Smile, Eye Contact, Thank You
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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
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Ensures every guest receives a prompt and warm greeting within 5 seconds at front counter and drive-thru
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Maintains speed of service targets by working efficiently with a sense of urgency to fill orders and meet guests’ needs
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Promptly executes service recovery for any guest concerns or complaints by making it right with the guest, regardless of involvement in the issue
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Listens carefully to guests and apologizes for the experience in the case of a complaint
Restaurant Operations
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Follows all Operations standards and guidelines for preparation of products according to training and instructional materials provided
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Prepares all products as required, following the order monitor to ensure the accuracy of every order
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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
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Follows all restaurant policies, procedures and standards
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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
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Works in compliance with occupational health and safety legislation
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Knows, understands and follows safe work practices and procedures
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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
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Owner
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Does not operate any equipment, machine, device or thing, or otherwise work in a manner that will endanger anyone
