Team Member: Tim Hortons

 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 important 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
  behavior 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 

Postural & Physical Demands 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, etc.) 
• Continuous standing on tiled surfaces for all tasks  
• Ability to stand for long periods of time without a break  
• Frequent hip flexion while walking for all tasks  
• Occasional lifting of boxes of supplies/products weighing from <5 – 50 lbs. vertically
  from floor to knuckle height  
• Occasional lifting of milk crates weighing between 5 – 30 lbs. vertically from floor to
  knuckle height, knuckle to shoulder height, or from fridge to counter height  
•  Frequent exposure to cold/below freezing and high heat temperatures (walk-in
  refrigerator and freezers, ovens)