Service Crew

Job Description

The position is responsible for generating sales and delivering excellent customer service. It also involves supporting operational duties such as housekeeping and maintaining visual presentation standards as assigned by the Store Management Team.

Key Responsibilities

Hospitality and Guest Service

• Provide positive visual cues for guests, such as wearing clean and pressed career wear, and maintaining a clean parking lot and inviting dining area.
• Follow the Guaranteed Always Fresh procedure to ensure coffee and products are fresh and accurate.
• Deliver outstanding guest service through friendliness, attentiveness, and product knowledge.
• Enhance guest experience by following the S.E.T. Principles: Smile, Eye Contact, Thank You.
• Ensure order accuracy using proper procedures for every guest.
• Greet guests promptly within 5 seconds at the front counter and drive-thru.
• Maintain speed of service by working efficiently to fill orders and meet guest needs.
• Address guest concerns promptly and make things right through service recovery.
• Listen carefully to guests and apologize for any complaints.

Store Operations

• Follow all operational standards for product preparation as per training and instructions.
• Prepare products accurately, monitoring orders for correctness.
• Communicate product needs to ensure proper availability for guests.
• Regularly check and record product temperatures in the Time & Temperature Log.

Policies and Procedures

• Attend all store meetings and related functions.
• Follow restaurant policies, procedures, and standards.
• Keep the front counter clean, organized, stocked, and ready for rush periods.
• Adhere to proper hand washing and sanitation guidelines, completing all sanitation tasks as directed.

Cashiering

• Process payments via cash, credit, vouchers, or automatic debits.
• Issue receipts, refunds, or change correctly.
• Count cash at the start of shifts to ensure accuracy and sufficient change.
• Maintain a clean and organized checkout area.

Health & Safety

• Comply with occupational health and safety legislation.
• Follow safe work practices and procedures.
• Wear personal protective equipment as required.
• Report injuries, illnesses, accidents, unsafe conditions, and security incidents to management.
• Operate equipment safely, avoiding endangerment to oneself or others.