Service Crew - Tim Hortons

Role Summary

This role focuses on driving sales while delivering excellent customer service. It also includes supporting day-to-day store operations such as housekeeping and maintaining visual presentation standards, as directed by the Store Management Team.

Hospitality and Guest Service

• Create a strong first impression by keeping appearance and surroundings neat, including clean career wear, a tidy exterior and parking area, and a welcoming dining space.
• Follow the brand’s freshness process so coffee and food items remain fresh and accurate.
• Provide reliable, high-quality guest service through a friendly approach, attentive conduct, and solid product knowledge.
• Improve the guest experience by applying the service principles of smiling, making eye contact, and thanking the guest.
• Use correct procedures to ensure every guest order is prepared accurately.
• Welcome guests quickly and warmly within 5 seconds at both the front counter and drive-thru.
• Work efficiently and with urgency to maintain speed-of-service targets and meet customer needs.
• Handle guest concerns and complaints promptly by resolving issues fairly and professionally.
• Listen carefully to guests and apologise appropriately when a complaint arises.

Store Operations

• Prepare products according to operational standards and training materials.
• Use the order monitor to make sure every order is completed correctly.
• Share showcase and product requirements to help maintain product availability.
• Check required product temperatures regularly and record them in the Time & Temperature Log.

Policies and Procedures

• Attend store meetings and other related work functions as required.
• Follow all restaurant policies, procedures, and operating standards.
• Keep the front counter clean, well-organized, stocked, and ready for peak rush periods.
• Follow correct handwashing practices and sanitation rules, and complete assigned cleaning tasks as directed by the Store Manager.

Cash Handling

• Accept payments by cash, credit card, voucher, or automatic debit.
• Provide receipts, refunds, and change accurately.
• Count the cash till at the start of the shift to confirm the balance and ensure enough change is available.
• Maintain a clean and orderly checkout area.

Health and Safety

• Work in line with occupational health and safety laws.
• Understand and follow safe work practices and procedures.
• Wear or use protective equipment and clothing when required.
• Report injuries, illnesses, accidents, unsafe conditions, security incidents, and any breach of health and safety rules to the Restaurant Manager or Restaurant Owner.
• Avoid operating equipment or working in any way that could put anyone at risk.

Additional Information

The role also includes supporting housekeeping tasks and visual presentation standards as assigned by management. No specific salary, benefits, education requirement, or vacancy count was provided in the source.