TIM HORTON'S RESTAURANTS

TEAM MEMBER JOB DESCRIPTION & EXPECTATIONS

VERSION 2021

MINIMUM JOB ENTRY REQUIREMENTS

• Previous customer service / baking experience is considered an asset
• Reliability and ability to work flexible hours
• Strong Communication and Interpersonal skills
• Ability to adhere to policies/procedures/standards (Written and Oral)
• Able to operate effectively as a part of a team in a fast-paced environment
• Ability to make correct change (basic mathematics skills)

 RESPONSIBILITIES, ESSENTIAL FUNCTIONS, & TASKS

Customer Service

• Demonstrates that the customer is top priority and importance of projecting positive customer service behaviors such as immediate acknowledgement, smiling, maintaining eye contact, and sincerely thanking customers for their business.
• Is “People First” focused in all facets of the store’s operations including property following up & rectifying any customer issues on a timely basis.
• Responds to customers in a friendly manner with an appropriate sense of urgency.
• Suggests products, combos or sizes appropriately
• Keeps their station clean, organized, stocked and ready for rush periods.
• Follows proper order taking and cash procedures using the POS System

People

• Demonstrates the importance of treating every employee and guest with respect.
• Reacts immediately to issues requiring attention during their shift.
• Is knowledgeable of relevant employment legislation and ensures that all laws are being followed.
• Ensures that a health and safety program is in place in the restaurant. Reports all accidents immediately to the District Manager. Follows all local Health Department protocols, and ensures all notices are corrected immediately. Follows all COVID guidelines and reports to their District Manager immediately if any employees are experiencing any symptoms, and follows instructions accurately.
• Promotes a Harassment Free work environment, ensuring that the company policy is posted and in place. Enforces a zero-tolerance policy on work place harassment and discrimination.
• Supports the Company’s Mission Statement to be the Best Tim Horton’s in the area for not only the guest, but the staff also.

Policies and Procedures

• Read, understand and sign the company Handbook and Summary of Policies
• Follows all store policies and procedures (cash handling, handwashing, COVID Cleaning, Back Door, Break, Meal, Injury, Illness and Tardiness Policies)
• Reports all accidents, unsafe conditions and security incidents to management
• Maintains a neat, clean and professional appearance in accordance with the Tim Hortons Career Wear Policy. Wears Slip Resistant Shoes.
• Follows Build Charts, Production Sheets, Check lists and SOPs on a consistent basis
• Only operates equipment after properly trained. Keeps all equipment and tools clean, sanitized and in good working repair
• Arrives and is ready to be in position at their scheduled time and prepared to work. Follows all break/meal policies, minimizes absences/tardiness and follows all applicable call in/call off/ call informing that you’re running late procedures

Operations

• Always follows Tim Hortons standards and guidelines when preparing products for our guests
• Always follows each stations Standard Operating Procedures (SOPs) including Coffee Excellence
• Ensures that all product is properly labeled, merchandised and stocked
• Follows the monitors to ensure orders are accurate
• Maintains operational efficiency through the use of SOPs, Build Charts, Checklists, Position Charts and any other systems put in place.
• Minimizes food waste and ensures freshness by making smaller batches more often. Records waste on the production sheets and waste logs
• Responds to stock level needs (Showcase, Hot Holding Units, Cream Corrals, etc) with a sense of urgency
• Follows the product shelf life chart and adheres to the posted time. Uses labels when opening new product
• Follows correct operating procedures with all equipment and cleans them the way they’re meant to be cleaned. Reports any Equipment/Maintenance issues to the General Manager.
• Ensures all Store Policies are followed during the shift (e.g. cash handling policies, meal and break policies, food safety policies, accident/injury/illness policies.)
• Follows Company and Brand guidelines to ensure food is safe to serve at all times
• Monitors for, responds to and reports to store management about unsafe acts and conditions
• Holds themselves accountable for REV Standards

Teamwork

• Works together with other team members, demonstrating proficient interpersonal skills, to provide the best possible service to our customers.
• Displays and maintains positive behaviors toward job and company
• Helps to create a positive, harassment-free and discrimination-free work environment
• Reacts positively when asked to perform a special task or assignment

POSTURAL & PHYSICAL DEMAND REQUIREMENTS

• Frequent Reaching above waist, chest and shoulder level, as well as below waist level.
• Frequent to continuous need for manual dexterity of both hands (handling, gripping, fine finger control.)
• Continuous standing on tiled surfaces for all tasks
• Ability to stand for long periods of time without a break
• Frequent hip flexing while walking for all tasks
• Occasional lifting of boxes of supplies and products weight up to 50 LBS vertically from floor to over head
• Frequent exposure to below freezing to high heat temperatures (Walk in Freezer, Ovens, etc)

OTHER

• Raises and Promotions are based on performance.
• Must treat all employees Fairly and Respectfully. We do not tolerate favoritism
• We expect you to be loyal and trustworthy by following all company and brand policies
• Social Media posts about Tim Hortons, ZSA Café or any of its employees are absolutely forbidden.
• Must be REV Ready at all times

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

I acknowledge and understand that:

Receipt of this job description does not imply nor create a promise of employment, nor an employment contract of any kind, and that my employment is “at-will.”

This Job Description provides a general summary of the position, that the contents of this job description are job requirements and, at the time, I know of no limitations that would prevent me from performing these functions with or without accommodation. I further understand that it is my responsibility to inform my Supervisor at any time if I am unable to inform these job functions.

I understand that my employer may at any time change the job duties, tasks, work hours and work requirements of this position. Acceptable job performance includes completion of the job responsibilities as well as compliance with the policies, procedures, rules and regulations of the company.

I have read, understand and agree to this job description

Employee Name: _________________________________

Employee Signature: _______________________________ Date: __________________________

Manager Signature: ________________________________ Date: __________________________