Team Member

Rensko Holdings / Tim Hortons; Monroe (OH); On-site; USD 1,515,000 - 1,791,000; Full time

Job summary

Tim Hortons is seeking a Team Member to deliver exceptional guest experiences at the front counter and drive-thru. The role emphasizes friendly service, product knowledge, and accurate orders while maintaining a clean, welcoming dining area.

Responsibilities include following Always Fresh procedures, observing health and safety guidelines, and upholding the S.e.t. Principles: Smile, Eye Contact, Thank You. This role supports both hospitality and operations to ensure guest satisfaction.

Qualifications

• Front-line guest service skills are required.
• Ability to follow procedures and maintain cleanliness and organization.

Responsibilities

• Provides visual cues for guests with clean, pressed uniform and neat appearance.
• Follows Always Fresh procedures to keep coffee and products fresh and accurate.
• Delivers friendly, attentive service with strong product knowledge.
• Adheres to S.e.t. Principles: Smile, Eye Contact, Thank You.
• Ensures accurate order accuracy and prompt greetings at front counter and drive-thru.
• Maintains speed of service to meet guest needs during rush periods.
• Handles guest concerns professionally and strives to resolve issues.
• Maintains clean and organized front counter and drive-thru areas.
• Follows safety, sanitation, and hand-washing guidelines.
• Performs required health and safety practices and uses PPE as needed.

Job description

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.