Service Crew

Position Overview

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

Hospitality and Guest Experience

• Create a strong first impression through neat grooming, clean and pressed workwear, and a tidy, welcoming storefront and dining area.
• Follow freshness procedures to ensure coffee and other products are served consistently fresh and accurate.
• Provide steady, high-quality guest service by staying friendly, attentive, and well-informed about products.
• Improve the customer experience by using the S.E.T. approach: Smile, Eye Contact, Thank You.
• Use the correct processes to make sure every order is prepared accurately for every guest.
• Greet guests promptly and warmly within 5 seconds at both the front counter and drive-thru.
• Work with urgency to keep service speed on target and respond quickly to guest needs.
• Handle complaints or concerns immediately by resolving the issue for the guest, even if you were not directly involved.
• Listen carefully to guest concerns and apologize appropriately when a complaint is raised.

Store Operations

• Prepare products according to all operational standards and training materials provided.
• Use the order monitor to ensure every item is made correctly and completely.
• Share updates on showcase and product requirements to support product availability for guests.
• Check required product temperatures regularly and record them in the Time & Temperature Log.

Policies, Procedures, and Store Standards

• Take part in store meetings and any other related functions as required.
• Follow all restaurant policies, procedures, and service standards.
• Keep the front counter clean, organized, stocked, and ready for busy periods.
• Follow correct handwashing practices and sanitation rules, and complete all cleaning tasks assigned by the Store Manager.

Cash Handling

• Accept payments by cash, credit card, voucher, or automatic debit.
• Issue receipts, refunds, and change accurately.
• Count the cash drawer at the start of the shift to confirm the correct amount and sufficient change.
• Keep checkout stations clean and orderly.

Health and Safety

• Work in line with occupational health and safety requirements.
• Understand and follow safe work practices and procedures at all times.
• Use or wear required protective clothing or equipment when needed.
• Report injuries, illness, accidents, unsafe situations, security issues, and any breach of health and safety rules to the Restaurant Manager or Restaurant Owner.
• Avoid operating any equipment or working in any way that could put others at risk.