Service Crew

Role Summary

The Service Crew role focuses on driving sales while delivering excellent customer service. In addition to guest-facing work, the position also supports store operations such as housekeeping, visual merchandising standards, and other duties assigned by the Store Management Team.

Hospitality and Guest Service

• Create a strong first impression through neat and professional grooming, as well as by keeping the surrounding area and customer spaces clean and welcoming.
• Follow freshness and accuracy procedures so products served are always fresh and prepared correctly.
• Provide courteous, attentive, and knowledgeable service to every guest.
• Use the S.E.T. approach — Smile, Eye Contact, Thank You — to improve the customer experience.
• Ensure each order is completed accurately using the correct service process.
• Greet guests promptly, ideally within 5 seconds, at both the counter and drive-thru.
• Work quickly and efficiently to maintain service speed targets and respond to customer needs without delay.
• Handle complaints and service issues immediately by taking ownership and making things right for the guest.
• Listen carefully to customer concerns and respond with an apology when needed.

Store Operations

• Follow all operational standards and preparation instructions provided through training materials.
• Prepare menu items as required and use the order monitor to help ensure every order is correct.
• Share updates on product and display needs so items remain available for guests.
• Check required product temperatures regularly and log them in the Time & Temperature record.

Policies and Procedures

• Take part in store meetings and any other required team functions.
• Comply with all restaurant policies, procedures, and operating standards.
• Keep the front counter clean, arranged, stocked, and ready for busy periods.
• Follow correct handwashing practices and sanitation rules, and complete all assigned cleaning and hygiene tasks.

Cash Handling

• Accept payments by cash, card, vouchers, or automatic debit methods.
• Issue receipts, refunds, and change accurately.
• Count the cash drawer at the start of the shift to confirm the opening balance and sufficient change.
• Keep checkout areas neat and well organized.

Health and Safety

• Work in line with occupational health and safety laws and workplace requirements.
• Understand and follow safe work methods at all times.
• Wear or use protective equipment and clothing when needed.
• Report injuries, illnesses, accidents, unsafe situations, security concerns, and any breach of health and safety rules to the Restaurant Manager or Restaurant Owner.
• Never operate equipment or perform work in a way that could place anyone at risk.