Key Responsibilities and Required Skills for a Front Counter Attendant

🎯 Role Definition

As our Front Counter Attendant, you are the first point of contact for our valued customers and the ambassador of our brand. Your primary mission is to provide an exceptional, welcoming, and efficient service experience from the moment a guest walks in until they leave. You will be responsible for managing guest inquiries, processing orders with precision, and maintaining a clean and inviting atmosphere. This position is perfect for a highly organized individual with a passion for customer service who excels at multitasking and problem-solving in a dynamic setting. Your contribution is vital to our daily operations and directly impacts guest satisfaction and loyalty.

📈 Career Progression

Typical Career Path

Entry Point From:

High School or College Student
Retail Sales Associate
Barista or Food Service Worker

Advancement To:

Shift Lead or Supervisor
Assistant Manager
Store Manager

Lateral Moves:

Kitchen Staff / Line Cook
Administrative Assistant
Customer Service Representative (Corporate)

Core Responsibilities

Primary Functions

Serve as the first point of contact, greeting all guests with a warm, friendly, and professional demeanor to create a welcoming atmosphere.
Accurately and efficiently process customer orders and payments using our Point of Sale (POS) system, ensuring all transactions are correct.
Expertly handle cash, credit, and digital payment transactions, maintaining a balanced cash drawer and adhering to all cash-handling policies.
Develop a comprehensive knowledge of our menu, products, and services to answer customer questions and provide insightful recommendations.
Actively listen to customer needs and engage in upselling and cross-selling techniques to introduce promotional items and enhance their experience.
Manage incoming phone calls, addressing customer inquiries, taking reservations, and processing take-out orders with clarity and professionalism.
Address and resolve customer concerns or complaints with patience and empathy, escalating complex issues to the management team when necessary.
Meticulously prepare and package to-go and delivery orders, double-checking for accuracy and quality before handing off to the customer or delivery driver.
Maintain a pristine, organized, and fully stocked front counter and lobby area to ensure a positive and professional brand presentation.
Manage customer flow and wait times effectively, providing accurate estimates and maintaining a waiting list during peak hours.
Communicate clearly and effectively with back-of-house and kitchen teams to ensure order accuracy, timely preparation, and seamless service delivery.
Proactively engage with guests to ensure they are satisfied with their service and experience, seeking opportunities to go above and beyond.
Process customer returns, exchanges, or refunds in strict accordance with company policies and procedures.
Enroll and assist customers with loyalty programs, ensuring they understand the benefits and how to use them.
Handle difficult or high-pressure situations with poise, maintaining a calm and positive attitude to de-escalate potential conflicts.

Secondary Functions

Assist with opening and closing duties for the front-of-house, including setting up registers, preparing stations, and end-of-day reconciliation.
Regularly monitor and replenish condiment stations, beverage areas, and napkin dispensers throughout the shift.
Perform light cleaning tasks in the customer-facing areas, such as wiping down tables, cleaning spills, and ensuring restrooms are tidy.
Support the training and onboarding of new team members by demonstrating best practices in customer service and operational procedures.
Collaborate with team members to ensure all tasks are completed efficiently, fostering a supportive and positive work environment.
Manage and organize orders from third-party delivery platforms (e.g., Uber Eats, DoorDash), ensuring they are ready for timely driver pickup.
Adhere to all health, safety, and sanitation guidelines to ensure a safe environment for both staff and guests.

Required Skills & Competencies

Hard Skills (Technical)

POS System Proficiency: Experience operating Point of Sale systems and credit card terminals.
Cash Handling: Strong ability to accurately handle cash, make change, and balance a cash drawer.
Basic Mathematics: Solid arithmetic skills for calculating totals, discounts, and change.
Computer Literacy: Basic skills in using computers or tablets for order entry and communication.
Order Management: Ability to manage multiple orders simultaneously, including in-person, phone, and online/delivery.

Soft Skills

Exceptional Communication: Clear, friendly, and professional verbal communication skills to interact effectively with customers and team members.
Customer-Centric Mindset: A genuine passion for providing outstanding service and creating positive guest experiences.
Problem-Solving & Conflict Resolution: The ability to think on your feet to resolve issues quickly and de-escalate customer complaints.
Multitasking & Time Management: Proven ability to handle multiple tasks and prioritize effectively in a fast-paced environment.
Attention to Detail: Meticulousness in order taking, payment processing, and maintaining a clean workspace.
Teamwork & Collaboration: A cooperative and positive attitude with a willingness to support colleagues.
Stress Tolerance: The capacity to remain calm, composed, and professional during high-volume periods or stressful situations.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or GED equivalent.

Preferred Education:

Certificate or coursework in Hospitality, Food Service, or Business.

Relevant Fields of Study:

Hospitality Management
Business Administration
Communications

Experience Requirements

Typical Experience Range: 0-2 years of experience in a customer-facing role.

Preferred: 1+ year of direct experience as a cashier, receptionist, or counter attendant in a fast-paced restaurant, cafe, or retail environment is highly desirable.