The Restaurant Front Team Member is the front line in providing the Exceptional Guest Experience through the delivery of exceptional products and service.

Hospitality & Guest Service

- Provides significant visual cues for guests that make a positive first impression E.g. wearing proper career wear that is clean and neatly pressed, maintaining a clean parking lot/exterior and a clean and inviting dining room
- Follows the guaranteed Always Fresh procedure to ensure coffee and products are always fresh and always accurate
- Delivers consistent and outstanding guest service through friendly attitude, attentive behaviour and strong product knowledge
- Enhances the guest experience by following the S.E.T. Principles: Smile, Eye Contact, Thank You
- Uses proper procedures to ensure the accuracy of every order for every guest E.g. repeating guest’s order when it is presented to them, using H.O.T.R.O.D.S. at drive-thru and marking hot beverage lids
- Ensures every guest receives a prompt and warm greeting within 5 seconds at front counter and drive-thru
- Maintains speed of service targets by working efficiently with a sense of urgency to fill orders and meet guests’ needs
- Promptly executes service recovery for any guest concerns or complaints by making it right with the guest, regardless of involvement in the issue
- Listens carefully to guests and apologizes for the experience in the case of a complaint

Restaurant Operations





- Follows all Operations standards and guidelines for preparation of products according to training and instructional materials provided
- Prepares all products as required, following the order monitor to ensure the accuracy of every order
- Communicates showcase and product needs to ensure proper product availability for guests
- Regularly takes temperatures of the required products and records in the Time & Temperature Log

Policies & Procedures

- Follows all restaurant policies, procedures and standards
- Maintains the front counter and drive thru area by keeping it clean, organized, stocked and ready for rush periods in the restaurant
- Follows proper hand washing techniques and all sanitation guidelines; completes all sanitation tasks as outlined by the Restaurant Manager or Restaurant Owner

Health & Safety

- Works in compliance with occupational health and safety legislation
- Knows, understands and follows safe work practices and procedures
- Uses or wears personal protective equipment or clothing as required
Reports all injuries/illnesses, accidents, unsafe conditions, security incidents and any contravention of health and safety legislation, policies and procedures to the Restaurant Manager or Restaurant

Owner

- Does not operate any equipment, machine, device or thing, or otherwise work in a manner that will endanger anyone

📌 Restaurant Team Member (Canada)
🏢 Thakkar Hospitality BC-LM Inc. (THI BC-LM)
📍 Canada