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)