U Health Cafe Frontline

Job title: Nu Frontline Employee

Department: Food and Beverage

Reports to: Nu Store Manager

Direct reports: Not applicable

The job

1. Efficient Meal and Drink Preparation
As a Nu Frontline Employee, you will be responsible for preparing meals and drinks in accordance with specified recipe standards. Your role ensures that every order is prepared accurately, promptly, and meets the high-quality standards of the store.

2. Provide Excellent Customer Service
You will greet and engage with customers, ensuring that their experience is welcoming and positive. You will handle order delivery, making sure customers receive their meals and drinks as requested, with the correct presentation and packaging.

3. Maintain Store Cleanliness and Hygiene
You will ensure that all work areas, equipment, and utensils are kept clean and organized, following hygiene protocols to maintain a safe and tidy environment. This includes adhering to food safety standards and reporting any maintenance issues as necessary.

Key responsibilities

1. Prepare Workstations and Equipment
Ensure the store’s working area is clean, organized, and ready for trade. This includes setting up equipment, utensils, and cleaning all surfaces before the shift begins. Regularly check workstations during the shift for cleanliness and readiness.

2. Prepare Orders and Products According to Specifications
Prepare food and beverage orders based on customer requests, following recipes and production charts. Ensure consistency in portion sizes, presentation, and food safety standards, following proper cutting techniques and food storage procedures.

3. Ensure Proper Packaging and Delivery
Ensure all orders are correctly packaged, labeled, and served according to store standards. This includes checking takeaway bags and ensuring the correct cup sizes, serviettes, crockery, and cutlery are included in both eat-in and takeaway orders.

4. Assist in Stock Management and Waste Control
Monitor inventory levels and report low supplies or equipment malfunctions to the manager. Record and report waste accurately to minimize loss, ensuring proper disposal procedures are followed. Never dispose of waste without it being logged.

5. Maintain Personal Hygiene and Store Cleanliness
Practice "Clean as You Go" at all times, ensuring work areas remain clean and safe. Follow proper hand-washing techniques regularly throughout the shift and adhere to all hygiene policies, including safe food handling and storage protocols.

6. Team Collaboration and Training Support
Assist in training new crew members by demonstrating brand standards and store procedures. Foster a team-oriented environment by communicating effectively with colleagues and management, ensuring smooth operations throughout the shift.

Key performance indicators

1. Order Accuracy and Quality
Ensure 100% order accuracy, with every meal and drink prepared as per the specifications, and delivered to customers correctly and promptly. Maintain consistency in product quality, adhering to recipe standards and presentation guidelines.

2. Customer Satisfaction and Service Speed
Track customer satisfaction through feedback and ensure timely delivery of orders. Aim for a fast-paced, efficient service that enhances the overall customer experience and meets store performance goals for service speed.

3. Waste Reduction and Inventory Management
Monitor and reduce waste through accurate tracking and reporting. Help maintain appropriate stock levels and assist in minimizing spoilage, while ensuring that any wastage is recorded and reported according to store protocols.

Expectations and Standards

As a Virgin Active team member, you are expected to:

1. Embody Virgin Values: Demonstrate our core values in all interactions with members, colleagues, and stakeholders. Lead by example and be a role model for the Virgin Active ethos.

2. Demonstrate the Skills Competencies: Consistently apply the key skills competencies outlined. These competencies are fundamental to your success and to delivering exceptional member experiences.

3. Safety First: Ensure that the safety and well-being of our members, guests, and team are always a top priority. Follow all health, safety, and wellness protocols, including emergency procedures, to create a safe and welcoming environment. Regularly assess and mitigate risks to maintain a secure environment for all.

4. Deliver Our Brand Standards: Uphold and deliver Virgin Active’s high brand standards in every aspect of your work. From member interactions to facility maintenance and service delivery, ensure that every experience reflects our commitment to luxury, excellence, and holistic wellness. Your role is key in maintaining our reputation as a premium wellness brand.

5. Collaborate Effectively: Work closely with your colleagues and other departments to ensure seamless operations and a positive experience for both members and staff. Foster a team-oriented environment where open communication, mutual support, and collaboration are at the forefront of achieving collective goals.

Minimum requirements

1. Minimum of 2–3 years’ experience in a customer-facing role, ideally within food beverage, hospitality, wellness, or luxury service sectors, with a proven track record of delivering exceptional service.

2. Good communication and interpersonal skills, with the ability to engage customers professionally, resolve concerns, and deliver personalized recommendations that enhance the overall experience.

3. Exceptional customer service mindset, consistently striving to exceed customer expectations and provide a memorable experience, ensuring customer satisfaction and loyalty.

4. Ability to thrive under pressure in a fast-paced, dynamic environment, effectively managing multiple tasks while maintaining a positive attitude and high-quality service.

5. Solid understanding of food and beverage offerings, including menu knowledge, dietary considerations, and wellness-focused products, with a keen interest in continuing education on health and nutrition trends.

6. Proven ability to meet and exceed personal performance goals, including sales targets, customer satisfaction ratings, and service delivery benchmarks, with a focus on driving revenue and improving service efficiency.

Qualifications

Additional Information