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.

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

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

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

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