Expresso Training Manual

• Site conducted

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• Conducted on

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• Personnel

• Expresso Core Values
  -Honesty and Integrity-Never lie and always do the right thing
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  -
  

• EXPERIENCE Painful situation
  REFLECT on it
  LEARN from it then...
  CHANGE the processes or procedures on how we do things
  ADAPT quickly to ensure it doesn't happen again

• Explain to the Employee about Urgent things vs Important things

• At Expresso we treat failures and mistakes as opportunities to learn and get better at what we do

• Dont ever whinge,whine or complain, act on issues & problems with viable solutions

• Golden Rules and Non Negotiable Statement signed and dated

• Employee Commitment Statement signed and dated

• Roster Commitment statement signed and dated?

Training Manual

• Till Operator Training completed?

• Food Delivery and Preparation completed?

• Barista Completed?

• Training Questions Completed?

• Supervisor/Manager completed?

• Please allow the new employee time to watch these videos on how to use Deputy

• Before You Begin - Accepting Your Invite and Downloading the Deputy App [Video]

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• https://youtu.be/wGX9cynwFss

• Deputy Employee How-To

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• https://help.deputy.com/video-guides#deputy-employee-how-to

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  N/A

• First Time Log In

• https://youtu.be/sE_GSSX65fM

• Overview

• https://youtu.be/mif7h7ic0_Q

• Conducting an Inspection Part 1

• https://youtu.be/twEZwr7uZ8g

• Conducting an Inspection Part 2

• https://youtu.be/8L6PamxrSiw

• Creating an Action

• https://youtu.be/nl7DeSpfpBU

• Activity Screen

• https://youtu.be/5RZMsxUKIXs

• Ensure the Employee is taken through the Greeting Policy-click on the link below

• https://www.dropbox.com/s/m2mrnq2231l12j7/Greeting%20Policy.doc?dl=0

• Ensure the Employee is taken through the Till Operator Standards-click on the link below

• https://www.dropbox.com/s/1t2lsn6nb1mbzqt/Till%20Operator%20Responsibilities.docx?dl=0

• Explain to the employee that they must be actively looking for improvements to the processes in the shop

Till Operator Training

• Explain the Golden Rules to Employee.

• Discuss with the employee about the golden rules and what it means if they are broken

• Prioritizing Work Flow
  

• Explain in detail about workflow and how to prioritise in the Drive Thru

• Explain which till to use when there is only 2 staff members rostered on, key is to use Slave till to serve all customers to prevent build up of cars in the Drive Thru

• Staying in your station and the importance of communication with other employees

• Discuss why its important to stay in your station and what to do if you need to leave your position

• Customer interaction and sales
  

• The goal of Till Operator is to get the most value out of each customer as possible

• Never tell the customer you don't know because you just started here

• Always try upsell Cookies or Muffins with any coffee purchase

• Taking Orders and Confirmation
  

• Explain the criticality of confirming the customers orders

• Explain about always telling the customers the price of their purchase

• Discuss how we treat our loyal customers

• Discuss about the importance of having car colours on each customers order

• Discuss about acknowledging customers who have to wait at walk up or drive thru

• Always warn customers of wait times

• Explain in detail how to use the Issue register/ action register/ heads up function and Deputy News feed

• Explain the process for handling Sales representatives, Public officials from the Council & Police

• Explain the process dealing with Customer Issues and the categories of how to report them

• Explain the processes and procedures troubleshooting maintenance issues and how to report them

• Explain to employee about using their Initiative when prioritizing issues that require immediate attention

• Explain to employee what to do when an issue is identified and how to report it

• Discuss purchasing of goods for your consumption and family members

• Ensure the employee understands that the goods must be paid for and receipt must go in till with your name on it.

• Explain on how to give discount on the till

• Ensure employee understands what good presentation is acceptable

• Explain in detail how the WEB Ordering system works and how to adjust wait times

• Explain about educating customers about our online ordering system when they come through the drive thru

• Explain in detail all items on the menu to the point where the Employee understands what all the items are on the menu

• Explain to the employee how to customize the customers order so the maximum value is obtained

• Explain to employee how to build a list of items that require up selling

• Using Use First Stickers and when to use

• Upselling out of date food items

• Explain the process for Wastage

• Ensure the employee understands that constant mistakes of the same nature will be at the cost to the employee

• Upselling Cookies and Muffins

• Use of Till and diagnostics

• How to record issues with the App and Till

• Troubleshooting Loyalty System on Till

• Troubleshooting Tyro EFTPOS machine

• Troubleshoot how to find out on the Stripe system Dashboard if a customers has gone through and been paid when ordering on the WEB

• Troubleshoot how to find out how to balance the till when its is out by more than $5

• Troubleshooting Bump Screen

• Troubleshooting Customer Issues

• Storing chemicals

• Explain to employee that is their responsibility to call or email maintenance personnel when issues arise in the shop

• Explain the process of using the Issue register in I Auditor- Initiating, updating and closing off Issues

• Storing PPE and usage

• Bin and bag usage

• Vacuum cleaner usage and maintenance

• Rubbish collection and compression practices

• Keeping the Sink and Bench tops clean

• Show employee how to use sink plugs and when they should be used

• Explain to employee that Cups dispensers are only to be loaded up when empty

• Show employee how to store half opened bags of powders in Sistema container with Label affixed

Using the Functionality on the Till

• This section will explain how to use Points,Gift Cards or Loyalty cash to pay for items on the Till

• If a Customer wants to put Cash on their Loyalty Card, go to the discount keypad and hit Purchase Hybrid cash and the use cash or eftpos the the way you normally would for purchasing anything else in the shop

• If a Customer would like to Purchase a Gift Card, hit the Purchase Gift card on Order Keypad then follow the prompts, swipe gift card, type in amount then pay as they normally would as if they were purchasing anything else in the shop

• If a customer would liek to use points to pay for their purchase, go to the pay screen and hit split bill, then hit the + button until the purchase uses all their points, the red cross will show if no points are available, then go through the normal process to pay the remainder using Cash or Card

Making Cold Expresso-Ensure Cold Cups are NOT filled above red Line with ICE

• Explain the Blend Settings for Iced Drinks

• Latte over Ice-30mls/60mls/90mls for S/M/L of coffee, fill with Ice then fill with choice of milk, if adding syrup or sugar you must blend the drink without the ice in the drink

• Choc Over Ice-30grams/40 grams/50 grams powder,S/M/L fill to red line with choice of milk then add to blender with powder, fill cup with ice to Brim then add blended product

• Choc Iced Crush-30grams/40 grams/50 grams powder, S/M/L -fill cup with ice, fill to brim with choice of milk then add to blender with powder

• Mocha over Ice

• Chai Latte over Ice

• Pouring Cold Brew

Fruit Smoothies

• Green Heaven

• Brekky up and go

• Banana Go Go

• Berry Delight

• Mango Mania

• Tropicana

• Acai Smoothies

• Acai Bowls

Milk Smoothies

• Milkshakes

• Thickshakes

• Frappes

• Ensure the employee being trained is shown how to complete a Till Operator checklist properly

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• Select date

  Date

• Add signature

  Sign

• Link to Food Delivery Standards

• https://www.dropbox.com/s/si0lma7vzxyz75d/Food%20Preparation%20Procedures.doc?dl=0

Food Delivery Training

• Handling & Preparing Food items

• Always use the net to cover food when leaving any type of food product on the bench in Kitchen

• Show Employee how to use the Use by date register

• Show Employee how and when to rotate stock

• Show Employee how to Adjust the stock availability in the Uber Eats Tablet

• Explain to the Employee how to up sell items once the Use by date register is built

• Product quality issues must be acted on and documented straight away

• Acknowledging customers at drive thru and walk up window when we are busy

• Explain how to tick off delivery dockets when half an order given out

• Explain about giving out drinks while they are waiting for food

• Usage of Red/Blue Cloths and where they are used

When selecting fruit to be served to customers please ensure the fruit is at the right degree of ripeness

• Storage of Apples- use Apples to help ripen bananas and avacados

• Apples must never be soft or show signs of bruising or blackening, they should always be crispy and fresh.

• Storing Avocados in two containers hard and soft

• Avocados must be soft to feel and by picking off the small knob where the fruit was atached to tree will also give you good indication if they are ripe or not

• Bananas must not be showing any signs of green, black spots are fine but blackened i snot

• The best way to ripen bananas is by putting them in a brown paper bag, also put a apple or tomato with them to speed it up

• Storage of Tomatoes in Bae Marie and Sistema Container and selecting

• Tomatoes must not be soft or when cut lose there juice, they should be firm to feel

• Preparing Smoothie packs

• Always use the green chopping board when preparing smoothie packs

• Preparing the Kitchen for Breakfast period

• Preparing the Kitchen for Lunch

• Preparing the Bae Marie

• Storing goods in the Freezer

• Do not stack Fresh Bakery Items on top of each other

• Storing goods in the Fridge

• Storing goods on shelving

• Explain to employee how to use Fire Extinguisher

• Rubbish collection and compression practices

• Talk about spacing of bins on roadside

• Talk about Bin out near outside table

• Talk about how to cut up cardboard boxes

• Show employee how to compress empty milk cartons in bin using steam wand to reduce excess space taken up

• Storing chemicals

• Defrosting Frozen Goods

• Pies are to be removed from ALFOIL before placing in microwave or Turbochef

• Bin and bag usage

• Explain the importance of compressing rubbish (ie-milk cartons) due to the limited Bin space

• Vacuum cleaner usage and maintenance

• Show employee how to use sink plugs and when they should be used

• Dishwashing and storage

• Cutting the Ham

• Cutting the Beef

• Storage of Bread and selecting bread sizes for Avocado on Toast/Toasted Sandwiches

• Cutting Tomatoes/Cucumber using the meat slicer

• Cutting Fruit up for Smoothie Packs

• Always cut fruit up to at least 10 mm squares to ensure it is small enough to be blended easily

• Storage of Spinach

• Use of Microwave & cleaning

• Storing Ham and Beef in Food saver containers

• Show the employee the limitation of the knobs on the Food saver containers

• Storage of Avacados

• Storage of Milk Bladders

• Writing the dates on milk cartons and front of fridge

• Date Labeling food items

• Updating the Fridge Freezer stock amounts

• Process for Stocktaking

• Storing Foods in Food Saver containers

• Cutting and packaging Banana Bread

• Storing powders in labelled containers not in bags

• Cutting and packaging Fruit Toast

• Cutting and packaging Toasted Sandwiches

• Cutting and packaging Open Melts

• Show employee the different settings for cooking sandwiches,breads croissants etc

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• Buttering Toast and packaging

• Setting the Toaster to cook Fruit Bread and Sourdough

• Writing on Food Containers & Packaging Food

• Preparing the Bench next to the Turbochef

• Use of Basket for cooking items in Oven

• How to make the cold brew below

• Turbochef Oven-Opening/Closing the door and Cleaning the oven-see below for link to cleaning

• DO NOT use Oven Cleaner on the surface of the ribbed tray

• Please DO NOT Slam the door of the oven when closing it

• Juggler Milk Dispensing Fridge- How to Load up the Juggler/How to clean the Juggler

• Please watch the videos below in the link on how to operate the Juggler,tick each video off as you go
  https://sixsimplemachines.com.au/resource/training-troubleshooting/

• Section 1: Loading milk into the Chiller shows you how to load milk into the chiller.

• Section 2: Dispensing milk into jugs shows you how to dispense milk into jugs and adjust the preset doses.

• Section 3: Running the daily cleaning routine shows you how to run the daily cleaning routine and maintain the chiller compressor.

• Cleaning utensils before every use and clean after use

• When to use Gloves

• Handing out Products at the Pick up Point

• If the customers drink is ready, hand it out while they are waiting for their food

• Always cross off the items off on the dockets that have been handed out

• Ticking off items on delivery dockets given out at the pick up window

• How to read out dockets to the customers

• Preparing dockets on docket rack and where they are placed

• Discuss timing of breakfast lunch and close and how we set up for it

• Discuss how to handle customers that have to wait

• Ensure the employee is shown how to complete a Food Delivery checklist

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  No

  N/A

• Select date

  Date

• Add signature

  Sign

• Pain/Reflect/Adapt/Change/Learn

• Explain to the Employee about level of urgency and how and when to Act on issues based on their importance

• Urgent items must never come before important items

• An example of an Urgent item is the Speed of Service

• An Example of an Important Item is providing a quality product to our customers

Storage

• Coffee beans are best when used within 4 weeks of the roast date, we should never use beans which are past this time period.

• Coffee beans should always be stored in an air tight container out of direct sunlight and below 25 degrees, above this temperature it will speed up the aging process.

• Canisters or the hopper for holding the beans should be wiped out on a daily basis to ensure the freshness of the beans.

Grinding and pouring the shot

• When grinding shots the following times should be used as a good guide to ensure we are getting the best quality espresso possible.

• Small Shot= 1 Fluid oz= 28ml/grams- Extraction time 10-20 secs

• Medium Shot= 2 Fluid oz= 56ml/grams – Extraction time 20 – 30 secs

• Large Shot= 3 Fluid oz= 84ml/grams – Extraction time 30 secs -40 secs

• As a trained Barista you should develop an understanding of what a good or bad shot looks like based purely on how it pours.

• Always use large shots to run off Iced Drink Mix

• Always keep the head of the coffee machine as close to the cup lid as possible to ensure the crema is maintained on top of the shot when making long blacks

• A good method to go by is by placing a single bean on top of the Crema and seeing if it will sink, if it hold its normally a sign the shot has been extracted perfectly.

• An Espresso over extracted will develop blonding and will look a blond colour and the flavor profile will taste very bitter

• An Espresso under extracted will develop a bland taste and can be very sour.

• A shot that pours too quick is normally because the grind is too coarse as there is less resistance for the water to flow, you need to adjust the grinder finer.

• A shot that pours too slowly is a sign that the grind is too fine and now there is too much resistance for the water to flow, this will normally end in it dripping towards the end of the shot, you will need to adjust the grinder coarser

• Never discard any shot of coffee, always add a pump of sugar to a bitter coffee

• Decaffeinated beans will always require the grind to be on a very coarse setting, beware of this factor when using the Jura machine as a fine setting will really affect the flavor profile.

• Explain how the Decaf Jura machine works and how to set the shot buttons when not pouring correctly.

Stretching the Milk

• Starting with a clean cold jug is the key to being able to having enough time to get the milk spinning and stretched before the temperature rises too quickly

• Milk should never be reheated especially if there is froth in the jug, only small amounts of leftover milk is allowed when refilling jug and • then be reheated

• Ensuring the steam wand is clean at all times and before every time the milk is stretched is the key foundation of heating the milk to the desired consistency

• The milk jug should always be filled to at least the bottom of the spout before any attempt of stretching milk occurs.

• The Milk jug must always be sitting on a solid surface whether your hand is between the jug and the drip tray or sitting on a cloth, the jug should never be held in two hands without resting on something to stabilize the milk jug prior to stretching.

• Prior to starting stretching, the end of the wand should always be about 1-2cms at least below the surface of the milk to prevent too loud scorching noise which causes extreme amount of bubbles which is hard to repair.

• • The milk is NEVER to be attempted to be stretched past 40 degrees as there is very little chance of getting the nice smooth silky finish required for the perfectly stretched milk with the glossy look.

• Due to there being a built in temperature probe on our coffee machines all our milks can be stretched to full temperature, although it is recommended that Soy is stretched to 5 degrees less than all other standard milks.

Defining our hot drinks-based on small drink

• Adding Syrups an sugars to drinks

• Syrups- always add to the empty cup or on top of shot

• No free pouring the syrups

• Web link on how to make flavoured Lattes
  https://espressocoffeeguide.com/how-to-make-a-latte/#flavored-lattes

• Sugars- always add sugar syrup to the empty cup

• Never reuse sugar pumps, replace or clean every time a bottle is replaced

• Sweeteners- always add to the top of the shot so the powder does not collect on the bottom of the cup.

• Cappuccino- Espresso shot with one tap on the bottom of the chocolate powder shaker topped off with stretched milk and 20mm of foam to finish, one tap of the chocolate powder shaker to dust the foam, it is extremely important we don’t not turn this into a Mocha by putting too much chocolate powder in this drink.

• Latte- Espresso shot topped with stretched milk finished off with 10mm foam

• Flat White- Espresso shot topped with stretched milk and around 1-2mm of foam.

Chai Latte/Hot Chocolate- see below for amounts of powder to be added to milk jug

• Small= 30 grams/ 1 & ½ level scoops of powder

• Medium= 40 grams/ 2 level scoops of powder

• Large = 50 grams/ 2 heaped scoops of powder

Long Black- See below for shots amounts

• Small- Cup filled ¾ with hot water then a double shot poured on top

• Medium- Cup ¾ with hot water then three shots poured on top

• Large- Cup ¾ with hot water then four shots poured on top

Small Espresso drinks poured in 4 oz cup

• Short Black- Espresso shot poured into a 100ml/4 oZ Cup, the creamer should be very evident with this drink, particular attention should be paid to the shot pouring and the coffee head close to the bottom of cup as possible, using the Jura machine will achieve the best possible outcome for this drink.

• Macchiato- Espresso shot should be poured very similar to the short black with a dollop of a teaspoon of hot foamed milk.

• Ristretto- A Ristretto is effectively ½ shot of coffee, a double Ristretto is the first half of two shots of coffee, and the second half of each shot is discarded to the iced latte jug.

• (If a customer asks for a Ristretto with a either a Flat White/Cappuccino/Latte that essentially means it’s a small half strength coffee drink of the type being requested)

• Piccolo- Espresso shot served in a 100ml/4 oz cup topped with steamed milk and 1mm of foam.

Mocha

• Mocha- Espresso shot poured, see below for amounts of chocolate powder that should be stretched in the jug with the milk and finished off with 20mm foam, then dusted with one tap of the chocolate powder shaker.

• Small= 10 grams of powder

• Medium= 20 grams of powder

• Large= 30 grams of powder

• At Expresso, it should always be our aim to serve the best quality coffee in the shortest possible time, we will never sacrifice quality for speed of service, and we must be able to guarantee our customers are getting the best possible coffee we can possibly give them as our specialty is coffee.

• The purpose of this document is to have a common alignment amongst all staff members to ensure we are serving every customer the same drink regardless of who the Barista is on that day.

• Every employee needs to be really open minded and have a willingness to change and adapt to ensure we are all constructing our drinks the same.

• Ensure the employee is shown how to complete a Barista checklist

  Yes

  No

  N/A

• Select date

  Date

• Add signature

  Sign

Accessing the software systems within the shop

• Show How to check stripe dashboard for payment of web orders

  Yes

  No

  N/A

• Show employee how to check the Polygon Loyalty system for Member Issues

  Yes

  No

  N/A

• Show employee how to access Deputy on the computer

  Yes

  No

  N/A

• Show employee how to access Checklists on the shop computer

  Yes

  No

  N/A

• Show employee how to access Ordermentum on the shop computer

  Yes

  No

  N/A

• Show employee how to access Teamviewer

  Yes

  No

  N/A

• Show employee how to Use the Tablet for Ubereats

  Yes

  No

  N/A

• Show the employee how to use the Tablet for Hey You

  Yes

  No

  N/A

• Show Employee how to access and download Camera Footage on the Hard Drive

  Yes

  No

  N/A

• Show employee how to find information on processes in the shop in the daily processes folder

  Yes

  No

  N/A

• Explain how to use Help and Support on the Computer for any computer related issues

  Yes

  No

  N/A

• Explain in detail how the all the media is connected up in the shop

  Yes

  No

  N/A

• Show employee how to use the Volt Stick to troubleshoot electrical issues

  Yes

  No

  N/A

• Explain the difference between urgent items and important items

• Explain about seeking to understand peoples issues when we have events that effect the business, we need to seek to understand and put things in place to ensure it doesn't keep happening

Ordering from Suppliers

• At a minimum we need to be very clear about the following
  
  1- Make it very clear we are placing an order by starting with, can I please order the following....
  2- We must have a description of what we are ordering
  3- We must use a product number of what we are ordering
  4- We must quote the quantity and pack number so there is no confusion of what is being ordered
  5- We must as per the checklist always get a confirmation that our order has been placed, ie check ordermentum order history, check accounts email, or text message
  
  If we don’t receive correspondence that our order has been placed we MUST call that supplier and speak with them and get confirmation before you go home that day..!

• Always use stock codes when ordering from suppliers

• Explain to employee how to order by email and text from a supplier

• Ordering should be done between 10-1pm

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  N/A

• Good

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• Show employee Master Stock take Sheet and how to use it properly

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  No

  N/A

How to count the Master Till Takings and fill out spreadsheet

• Explain in detail how to count the master till

• The first thing to do is select the correct day and enter the following into the spreadsheet prior to counting money

• Open the Trading Contribution Report and take photo of customer numbers and average spend

• After Master Till has been reset please check the sales for the day are showing zero, this will confirm the till has been rang off correctly

• Enter the Total Daily Takings in Box that reads Total on Till Readout

• Enter the Cash on Till Readout in the box that reads Cash on Till Readout

• Enter the customer numbers and average spend for the day

• Enter the Web Orders and Web Order amount

• Enter the Wastage

• 1- Using the above template, count all notes and back feed till the float amount, put excess cash to one side<br>

  Yes

  No

  N/A

• 2-Remove all coins, place in bags and put float amount back in till, excess coins put to the one side<br>

  Yes

  No

  N/A

• 3- Using the slave till, any shortages in notes or coins to make up the float must be swapped so the till will be ready for the next morning'. <br>

  Yes

  No

  N/A

• 4-Using the slave till, swap the change for notes so the daily taking is predominantly cash<br>

  Yes

  No

  N/A

• 5-Count till takings and compare with cash amount on Till Z Read receipt<br>

  Yes

  No

  N/A

• 6- Ensure any notes to go to bank are not creased, please attempt to flatten note for bank counting machine<br><br>

  Yes

  No

  N/A

• 7-Place any staff purchase receipts in envelope

  Yes

  No

  N/A

• 8- Place envelope in Safe

  Yes

  No

  N/A

Turbo Chef Oven

• This section best describes how to edit change times and add new items

• To edit a menu item, go to the edit screen and adjust the upper temperature,lower temperature or the microwave temperature percentage

• You can also adjust the the amount of time for the total amount of time you would like it to cook for

• In the Daily Processes Folder on the Laptop, open the settings for appliances spreadsheet and log the changes you have made in case we need to return to the old settings

• Always test your settings before saving the changes