Service Crew at Tim Hortons

Position Overview

This role is centered around driving sales while delivering exceptional customer service. Additionally, team members support operational tasks such as maintaining cleanliness and visual standards under guidance from the Store Management Team.

Key Responsibilities

• Present a positive first impression through proper uniform and maintaining a clean, inviting store environment including parking and dining areas.
• Ensure all coffee and products comply with the Always Fresh standards for accuracy and freshness.
• Provide welcoming, attentive, and knowledgeable service to guests consistently.
• Improve guest interactions by applying the Smile, Eye Contact, Thank You (S.E.T.) principles.
• Accurately process every guest order using correct procedures.
• Greet every guest promptly within 5 seconds at the counter and drive-thru.
• Maintain service speed targets by working efficiently and with urgency to meet customers' needs.
• Resolve guest complaints swiftly and satisfactorily, regardless of personal involvement.
• Follow product preparation guidelines adhering to operational standards from training materials.
• Communicate product availability and display needs to ensure stock sufficiency.
• Regularly monitor product temperatures and maintain accurate records.
• Participate in all store meetings and functions as required.
• Adhere to restaurant policies and procedures strictly.
• Keep the front counter clean, organized, stocked, and prepared for busy periods.
• Practice proper hand hygiene and complete all sanitation tasks as directed by management.
• Handle payments accurately via cash, credit cards, vouchers, or debit cards, issuing correct receipts and change.
• Count cash float at shift start to confirm accuracy and change availability.
• Maintain a tidy and orderly checkout area at all times.
• Comply with health and safety laws and practices, including use of personal protective equipment when necessary.
• Report injuries, hazards, accidents, or security incidents promptly to supervisory staff.
• Avoid unsafe equipment use or behaviors that could pose risks to self or others.