Senior Service Crew

About the role

The Senior Service Crew member is responsible for driving sales while delivering exceptional customer service. The role also supports operational duties such as housekeeping and maintaining visual presentation standards as directed by store management.

Key responsibilities

• Provide a positive first impression through proper appearance, clean uniform, and tidy dining area and parking lot.
• Follow the "Always Fresh" procedure to ensure coffee and products are fresh and accurate.
• Deliver consistent guest service with a friendly attitude, attentive behavior, and strong product knowledge, applying S.E.T. principles (Smile, Eye Contact, Thank You).
• Greet every guest within 5 seconds at the front counter and drive‑thru and ensure order accuracy using proper procedures.
• Maintain speed of service targets, work efficiently with urgency, and handle service recovery promptly for any guest concerns.
• Prepare all products according to operational standards, monitor orders for accuracy, and communicate product needs to ensure availability.
• Record product temperatures in the Time & Temperature Log and adhere to sanitation and hand‑washing guidelines.
• Handle cash, credit, vouchers and issue receipts, refunds or change accurately; count cash till at shift start and keep checkout area clean and organized.
• Follow health and safety legislation, use personal protective equipment, and report any injuries, accidents or unsafe conditions to management.