Team Member - Customer Service Excellence

Job DescriptionJob Description
JOB DESCRIPTION
As a Team Member and Hospitality Ambassador at Tim Hortons, your top priority is providing the Exceptional Guest Experience through the delivery of exceptional products and service. Whether you are the very first person our guests encounter, or produce the best-loved bakery items that our guests come to enjoy, you will have the opportunity to deliver and create exceptional guest experiences.
Your energy and passion for guest service are what make you a top team member in this fast-paced environment while your ability to multi-task and communicate with your fellow team members will contribute to your success!
We are hiring for current opportunities.
WHY JOIN THE TEAM?
We have nine locations in the Burlington and Oakville area!
Opportunity, flexibility and new challenges every day are just a few of the reasons you will be happy you came on board.
When you work at Tim Hortons, you will feel right at home. It is a fun, flexible environment where guests are your neighbours, where co-workers are your friends and where simple acts make for a lasting impression.
We would love you to join the team! Because it is the people that make Tims, Tims. Moreover, we are looking for people like you!
Hospitality & Guest Service
The Tims Way where we welcome guests as friends and neighbours by serving great food and beverages consistently, friendly, and fast!
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 behaviour and strong product knowledge
Enhances the guest experience by following two principles: S.E.T - Smile, Eye Contact, Thank You as well as our Make It Right principles.
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 and marking hot beverage lids for accuracy
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
REQUIREMENTS
Customer service background preferred
Must be able to lift 25 lbs
Previous experience in the quick service industry is appreciated
Friendly and outgoing
Flexible schedule
Enjoy working in a fast-paced environment
Ability to multi-task
Ability to communicate clearly and work well on a team
ABOUT THE COMPANY
Kahuna Coffee Company Inc. does not use artificial intelligence (AI) or automated decision-making tools at any stage of the recruitment or hiring process. All applications are reviewed and assessed by real people to ensure a fair, consistent and inclusive candidate experience.
We are dedicated to creating an inclusive and accessible workplace. In line with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, we provide accommodations to applicants with disabilities throughout the hiring process.
By submitting this application, I acknowledge that most Tim Hortons® restaurants are independently owned and operated by franchisees. In that regard, I understand that I may be applying to a Tim Hortons® restaurant owned by a franchisee and, if so, any hiring decisions will be made by the franchisee. Accommodations available upon request.