Service Crew Frontliner – Steers & Debonairs Pizza (PETRONAS Mutiara Damansara)

Job Purpose

Service Crew (Frontliner) is responsible for delivering prompt, friendly, and accurate service to customers. This role includes order taking, cashiering, serving food and beverages, maintaining cleanliness, and upholding QSR brand standards. As the first point of customer contact, the Frontliner plays a key role in shaping the customer experience.

Principal Accountabilities

Customer Service & Order Taking:

Greet customers warmly and provide friendly, courteous service.

Take orders accurately through counter or digital platforms (e.g., kiosk/tablet).

Upsell menu items and promotions to increase average order value.

Respond to customer inquiries and handle basic feedback or complaints politely

Making sure the Front counter is free from clutter and any files and/or paperwork, creating a clean and tidy environment for the Customer to view and experience when they place an order.

Cashiering & Payment Handling:

Operate POS system to process payments via cash, card, or e-wallets.

Ensure accurate cash handling and change issuance.

Reconcile cash drawer and report discrepancies, if any, to the supervisor.

Being honest, trustworthy, and responsible with the handling of all cash at all times is essential.

Following the procedure in accepting floats, cashing up, and handling of cash throughout the duration of the shift.

Sales & Upselling & Customer Service:

This is as much for the benefit of the business as well as the consumer.

Suggestive selling helps to boost business but also supports the consumer in choosing products that are most suited to their preferences that will give them a great experience with us.

The way in which we treat our customers from the moment we see them approaching the restaurant till the moment they leave the restaurant.

Smiling in welcome and greeting the customer the moment they are within sight and earshot of you is vital.

Believe it or not this is a big part of the role and responsibility of all staff members, and especially the Front liners that interact with our consumers. You are the face of the business and need to be sincere in your interaction with a customer at all times ensuring that your personality is welcoming and memorable to the consumer so that they return to have a great experience with us again.

Store Readiness & Maintenance:

Assist in outlet opening and closing tasks such as setting up counters or cleaning.

Refill condiments, napkins, utensils, and packaging as required.

Report any equipment malfunctions or safety hazards immediately.

Cleanliness & Hygiene:

Maintain cleanliness of the service counter, dining area, and equipment.

Clear tables and trays promptly to ensure turnover during peak hours.

Follow strict food safety, personal hygiene, and sanitation standards.

All areas FOH related need to be kept clean and hygienic at all times in line with the requirement of the business.

The allocated responsibilities as per the cleaning schedule should be followed meticulously.

Product Knowledge:

It is vital to know your menu! Every item with no exception, but also to know and understand what an allergen is and how to respond to customers that could be asking about allergens. Serving someone something they might be allergic to could be detrimental to the health of a consumer and we need to ensure no mishap ever happens!

Promote Google ratings, engage the customer and encourage them to please rate the Restaurant on Google. The more positive ratings you have the greater your chance as a restaurant of being selected from a Google search by a consumer.

Team Support:

Cooperate with kitchen crew and other teammates to ensure smooth service.

Participate in team briefings, training sessions, or role rotations as assigned.

Support back-of-house (kitchen/cleaning) duties during off-peak or manpower shortages.

Ad-hoc Responsibilities:

Support any ad-hoc tasks, special assignments, or projects as requested by the superior or the company.

Remain flexible to support cross-company initiatives, internal events, audits, or urgent business priorities as needed.

Key Skills / Experience

Education & Experience:

Qualifications:

SPM or equivalent; additional customer service or food handling training is a plus.

Must be able to speak and understand basic English and Bahasa Malaysia.

Experience:

Minimum 1 year of working experience in the pizza or fast food is added advantage.

Skills & Competencies:

Basic food handling certification is an advantage.

Good communication and interpersonal skills.

Friendly, positive attitude with a customer-first mindset.

Ability to work quickly and efficiently in a high-volume environment.

Team player with a positive attitude.

Basic math skills for handling payments and orders.

Willing to work shifts, weekends, and public holidays.

KEY PERFORMANCE INDICATORS (KPIs)

Key Performance Indicators (KPIs):

Customer service rating and feedback.

Order accuracy and speed.

Sales & Revenue.

Cleanliness and hygiene compliance.

Attendance and punctuality.

Upselling rate or promotional item performance.

Working Conditions:

Outlet-Based Role:

Primarily based at the restaurant outlet(s), with a hands-on presence required during daily operations. Not an office-based role.

Operational Hours:

Requires flexibility to work on shifts, including early mornings, late evenings, weekends, and public holidays, depending on the outlet’s operating schedule.

Physical Demands:

Involves prolonged standing, walking, and occasional lifting of stock or equipment (up to 15kg). Must be able to move around quickly during busy hours.

Fast-Paced Environment:

Exposed to a high-pressure and fast-moving QSR environment, including kitchen heat, equipment noise, and high customer traffic during peak periods.

Emergency or Peak Coverage:

May be required to support urgent operational needs, including last-minute staff shortages, campaign rollouts, or service recovery situations.

Uniform & Grooming:

Must adhere to QSR brand standards on uniform, hygiene, and grooming at all times, in line with food safety requirements.