Service Crew Job Scope & Responsibilities

Position Title

Service Crew

Department

Front of House / Operations

Reports To

Supervisor / Outlet Manager / Restaurant Manager

Job Summary

The Service Crew is responsible for providing excellent customer service, maintaining cleanliness and hygiene standards, supporting daily outlet operations, and ensuring customers have a pleasant dining or takeaway experience. The role requires a positive attitude, good communication skills, teamwork, and the ability to work efficiently during busy periods.

Key Responsibilities

1. Customer Service

• Greet customers warmly and professionally.
• Assist customers with menu enquiries and product recommendations.
• Take customer orders accurately for dine-in, takeaway, or delivery platforms.
• Serve food and beverages promptly and politely.
• Handle customer feedback, complaints, or special requests professionally.
• Ensure customers have a good overall dining experience.

2. Cashier & Order Handling

• Operate the POS/cashier system accurately.
• Process cash, card, QR, and online payments.
• Ensure all orders are keyed in correctly.
• Check orders before serving or packing to avoid mistakes.
• Issue receipts when required.
• Report any cashier discrepancies to the supervisor or manager immediately.

3. Food & Beverage Service

• Serve food and drinks according to company standards.
• Pack takeaway and delivery orders neatly and correctly.
• Ensure condiments, cutlery, napkins, and packaging items are well-stocked.
• Communicate clearly with kitchen staff regarding orders, special requests, or delays.
• Maintain proper food handling and hygiene practices at all times.

4. Cleanliness & Hygiene

• Maintain cleanliness of the dining area, counter, service station, and work areas.
• Clear tables promptly after customers leave.
• Clean and sanitise tables, chairs, trays, menus, and service equipment.
• Sweep, mop, and dispose of rubbish when required.
• Ensure toilets, if applicable, are clean and presentable.
• Follow company hygiene, food safety, and sanitation standards.

5. Stock & Outlet Preparation

• Refill service items such as cups, straws, tissues, takeaway bags, sauces, and utensils.
• Assist in checking and arranging stock deliveries.
• Inform supervisors when stock is running low.
• Prepare the outlet before opening and assist with closing duties.
• Ensure display items, menu boards, and promotional materials are neat and presentable.

6. Teamwork & Operations Support

• Work closely with kitchen, cashier, and service team members.
• Support colleagues during peak hours.
• Follow instructions from supervisors and managers.
• Assist with basic food preparation or drink preparation when required.
• Maintain a positive and professional working attitude.

7. Compliance & Company Standards

• Follow company SOPs, grooming standards, and uniform requirements.
• Be punctual and adhere to assigned work schedules.
• Follow workplace safety rules and report hazards immediately.
• Handle company property and equipment responsibly.
• Maintain confidentiality of company information and internal matters.

Requirements

• Prior F&B or customer service experience is preferred but not compulsory.
• Able to communicate politely with customers and team members.
• Able to work in a fast-paced environment.
• Able to stand for long hours.
• Willing to work shifts, weekends, and public holidays.
• Positive attitude, responsible, and willing to learn.
• Good teamwork and basic problem-solving skills.

Performance Expectations

• Provide friendly and efficient service.
• Maintain cleanliness and hygiene at all times.
• Minimise order mistakes and customer complaints.
• Work well with the team during busy operations.
• Follow company SOPs and instructions consistently.