The Customer Experience Specialist (CES) is critical in ensuring a quality customer experience. The CES must provide excellent customer service to all of our guests, and must be thoroughly versed on our menu and offerings. The CES must also be able to prepare food as per customer orders.
The basic requirements of being a CES are:
Must be Food Handler Certified
Must be able to operate cash register to accept payment for merchandise or services, make accurate change, process credit payments, and navigate Revel
Must be able to prepare food for the line
Must be able to read tickets and prepare/plate food for guest orders
Beyond the basic requirements, expectations of the CES include but are not limited to:
Maintaining quality service by following policies and procedures of Choices Cafe, including but not limited to dress code, timeliness, behavior and attitude, cleanliness, speed and quality of work
Greeting every guest with a warm welcome, guiding them on their menu selection as deemed appropriate, and providing expert food knowledge surrounding our menu and offerings
Taking orders accurately
Preparing food accurately
Setting up the line accurately
Overseeing incoming delivery or pick up orders via phone or tablet(s)
Making food orders, making hot and cold drinks as per recipes, and serving light food fare such as baked goods and soup
Proper cash handling skills; maintaining a drawer of cash without any shortages at end of shift
Following proper procedures for customer refunds, comps, voids and/or complaints
Maintaining a neat and clean cashier station
Maintaining a neat and clean dining area by clearing and wiping down tables, sweeping, mopping, and general cleaning as needed
Maintaining a neat and clean food prep area, following food safety procedures
Maintaining neat and clean restrooms by sweeping, mopping and general cleaning via hourly bathroom checks
Maintaining professional knowledge by attending all meetings, reviewing company handbooks and policies to ensure knowledge level, and ensuring ability to provide customers nutritional and menu information, by answering questions and responding to requests with accurate information
The CES must be ready and eager to help other team members with duties to maintain the four tenants of success; quality, service, speed and cleanliness.
Receives legal tender as payment for merchandise or services and makes accurate change, as required, in accordance with department's policies and procedures.
Assists in supplying register with cash for day's transactions.
Assists balancing register proceeds and receipt totals at end of day.
Maintains adequate supply of cash for the purpose of making change.
Examines customer identification to determine their authenticity when needed.
Prepares food as per company recipes
Tastes all food daily and determines it is of good quality; corrections made when deemed necessary.
Prepares and plates guest orders as per tickets; completes orders accurately and with proper portion control and plating standards.
Brings food to guests and ensures they have everything they ordered.
Checks ons guests during their meal to ensure they are enjoying their food and having a good experience.
Busses tables and washes dishes as needed.
Maintains all aspects of store cleanliness as needed.
Performs any other related duties as needed, such as receiving vendor deliveries, restocking customer retail items, etc.
Arrives to work in a good attitude every day; only brings positive energy into the work environment
Expert knowledge of the food prepared and served by Choices Cafe. Working knowledge of plant-based foods; can speak concisely and accurately to educate guests
Expert communication skills. Speaks clearly; Listens and gets clarification when necessary; Responds informatively to questions.
Understands food allergies and implications of cross-contamination, and can guide guests to make safe menu selections based on food allergies, sensitivities, or intolerances
Good Problem Solving skills. Identifies and resolves problems time efficiently; Gathers and analyzes information; Develops solutions; Uses reason.
Interacts with guests to recommend and up-sell products
Phenomenal Customer Service. Provides an excellent guest experience every time. Responds promptly to customer needs; Responds to requests for service and assistance.
Safe food handling skills, knife safety skills, and food preparation skills
Able to perform all physical duties of job, such as lifting up to 20#
Dependability. Follows instructions; Keeps commitments.
All staff at Choices Cafe must follow all employee policies and uphold our four tenants of success: Quality - Service - Speed - Cleanliness
Ability to take initiative and problem solve
Excellent verbal and written communication skills
Ability to actively engage in conversations with team members and customers
Ability to present oneself as well as the company in a professional manner
Attention to detail
Interpersonal skills and customer service skills required
Meets challenges resourcefully
Observes all safety and security procedures
Commits to long hours of work to complete tasks when necessary
Regularly required to stand
Regularly required to use hands
Regularly required to talk or hear
Intermittent lifting of moderately heavy objects
Exposure to extreme heat
The noise level in the work environment usually is loud
The CES may also be asked by the General Manager or Shift Supervisor to provide other forms of help for the line or for the space. The CES must be ready and eager to learn any role or task assigned by the General Manager.