At Drake's, the experience our customers have at the counter is just as important as the food on their plate. Counter Staff are the face of Drake's — the first point of contact for every customer who walks through our door, and the final impression they leave with.
This role is responsible for delivering prompt, friendly, and professional service across our takeaway counter, ensuring every customer feels welcomed and valued. Counter Staff work closely with the Fryer and kitchen team to keep service flowing smoothly, communicate accurately about wait times and availability, and maintain a counter area that reflects Drake's high standards at all times.
The position calls for a warm, confident manner with customers, good attention to detail, and the ability to stay calm and efficient during busy periods. This is an excellent entry point into hospitality for those looking to build a career in food service, with plenty of opportunity to develop skills across the business.
Main Duties
Customer Service and Counter Operations
- Greet and serve customers promptly and courteously, creating a welcoming experience at every interaction.
- Provide clear and accurate information about menu options, specials, and any current unavailability.
- Handle cash and card transactions accurately using the till system, following all relevant procedures.
- Upsell menu items where appropriate, confidently making recommendations that enhance the customer's visit.
- Manage multiple tasks efficiently during peak periods, maintaining composure and quality of service throughout.
Communication and Team Coordination
- Liaise closely with the Fryer and kitchen team regarding queue times, order progress, and expected delays.
- Communicate any stock changes or menu unavailability to customers clearly and in a timely manner.
- Support a smooth handover between service periods by sharing relevant updates with incoming team members.
Counter Cleanliness and Presentation
- Maintain the cleanliness and organisation of the counter area and food preparation stations at all times.
- Ensure the counter is stocked, presented to Drake's standards, and ready for service at the start of each shift.
- Assist with stock replenishment and inventory checks as required.
- Support the end-of-day clean-down, ensuring the counter and service areas are left in a clean and orderly condition ready for the next service.
General Duties
- Uphold Drake's commitment to outstanding service and premium food standards.
- Serve as a positive role model of professionalism, honesty, and respect.
- Promote equality, diversity, and an inclusive team environment.
- Support and encourage colleagues, recognising and valuing their individual strengths.
- Maintain the cleanliness and organisation of your work area at all times.
- Attend meetings, supervision sessions, and training as required.
- Ensure continuous quality control and improvement in all aspects of work.
- Work additional hours when necessary to meet operational demands.
- Perform other reasonable duties within the role's level as required.
- Adhere strictly to Health & Safety policies and all relevant operational procedures.
Job Revision
This job description serves as a guide to the duties required and may evolve as the role and business develop. It does not form part of the contract of employment.
Drake's Restaurant is committed to supporting employees through reasonable adjustments, ensuring that all staff can perform their duties effectively. Where required, suitable adaptations or job redesign will be considered.
Job Types: Full-time, Part-time
Pay: From £13.00 per hour
Experience:
- Hospitality: 1 year (preferred)
Work Location: In person
