Senior Service Crew

About the role

The Senior Service Crew member is responsible for generating sales while delivering top‑level customer service in a fast‑paced restaurant environment. The role also supports operational duties such as housekeeping and visual presentation standards as directed by store management.

Key responsibilities

• Maintain a clean and inviting dining area, parking lot and exterior, and wear proper, neatly pressed career wear.
• Follow the "Always Fresh" procedure to ensure coffee and product freshness and accuracy.
• Greet every guest within 5 seconds at the front counter or drive‑through and provide friendly, attentive service using the S.E.T. principles (Smile, Eye Contact, Thank You).
• Prepare all menu items accurately, monitor order screens, and record product temperatures in the Time & Temperature Log.
• Attend store meetings, uphold all restaurant policies, and keep the front counter organized and stocked.
• Handle cash, credit cards, vouchers and automatic debits, issue receipts, refunds or change, and maintain a tidy checkout area.
• Execute service recovery promptly for any guest concerns, apologising and resolving issues on the spot.
• Comply with occupational health and safety and sanitation guidelines, including proper hand‑washing techniques.

Required profile

• Friendly attitude with strong product knowledge.
• Ability to work efficiently with a sense of urgency and meet speed‑of‑service targets.
• Proactive in greeting guests quickly and delivering consistent service.
• Capable of handling service recovery situations calmly and effectively.

Required skills

• Cash handling
• POS system operation
• Temperature monitoring and record‑keeping