Opus Coffee Employee Manual

Transcription

1 Opus Coffee Employee Manual This handbook and its contents are the property of Opus Coffee and Larson Industries Incorporated. The information contained within this handbook is to be used solely for the purpose of educating and guiding Opus Coffee employees. No part of this handbook may be used to aide in the advancement of a competing business nor be shared with a third party with a stake in the coffee retail industry. By accepting this handbook, you are agreeing to these terms. Opus 2011 Quick Tip! These circles will appear throughout this manual to offer you helpful hints. Opuscoffee.com 1

2 Contents Introduction, Training, & Disclaimer 3 Training Block I 4 Employee Handbook, Policies 5 General Procedures and Operations 7 Customer Service 8 End of Shift Duties 9 Common Beverages to Know 11 Brew Machines & Dispensers 12 Blended Drinks Forays 12 Fruit Smoothies 13 Making Whipped Cream 13 Cash Register System 14 Taking Drink Orders 15 Discount Policy 16 Teas Mighty Leaf 19 Prepping Sandwiches at Springhill 20 Training Block II Bar Training 21 Coffee Beverages & Alternatives 22 Vocabulary for the Barista 23 Espresso Grinders 24 Espresso Machine Diagram 25 Bar Tools 26 Pulling Espresso Shots 29 Steaming Milk 30 Troubleshooting Espresso 31 Espresso Machine Maintenance 32 Training Block III Science of Espresso 34 Training Block IV The Roaster 36 Roaster Demonstration 36 Opus Cupping Techniques 36 Defining Characteristics 37 Brewed Coffee Descriptions 38 Shift Manager 39 Measurements Chart 40 Opuscoffee.com 2

3 Introduction Welcome to the Opus Cafe family. As a member of the Opus team, we hope that you will feel inspired to work ambitiously in making your coffee bar as successful as possible. Opus Cafe is a coffee bar known for its fine coffee beverages and customer service. Be a part of making Opus an exciting place to be. By maintaining a positive attitude, being ambitious, and acting with integrity, you will find your time at Opus enjoyable and profitable. This manual will guide you in how you are able to contribute to Opus Cafe. All new employees are in a 90-day probationary phase, and may be terminated at any time within the 90 days. Termination within the probationary phase is most commonly a result of employee not working well as part of a team, not making an effort to have product knowledge, not having good customer service skills, not being punctual, etc. Training Schedule Before the first day of work, employees will complete Training Block I with a manager. After one week of work, progress will be assessed. Before Training Block II (bar training), employees must know: What goes in every drink (number of shots, how much foam, flavors, etc) Steps for pulling the perfect shot (how long it should take, what it should look like) Why and how to adjust espresso grind Steps for steaming milk with microfoam The steps for assembling bar drinks Before bar training each employee must watch the Espresso 101 and Advanced Barista Training DVDs. Ask a manager for the DVDs. Employees must get clearance from a manager to do Training Block III (the science of espresso, latte art). Training Block IV is a roasting demonstration that takes place at the roaster. Employees will become familiar with the roasting process and will get to roast their own batch of coffee. Disclaimer This is an employee manual; not a contract, expressed or implied, guaranteeing employment for any duration. Its sole purpose is to educate current employees about company policy, practices, and procedures. This manual in no way guarantees employment. Opuscoffee.com 3

4 Training Block I I. All new employees must complete the following: Job application completed and signed Withholdings Form W-4 Sign Worker s Comp. Insurance Form Status of Citizenship Form I-9 (If applicable) Give all paperwork to Tim or place in Tim's folder, located at the atrium under the bulletin board Become a fan of Opus Coffee on Facebook and/or Twitter to keep up with current promotions II. Tour of Facilities: Location of inventory at location Restroom facilities First Aid Kit location Location of Employee Handbook Fire extinguisher and exit location Demonstration of how to safely handle equipment Location of water source Kitchen, ice machine and dish washing location Garbage dump Opus Coffee Telephone Quick Tip! We sometimes announce discounts on social media. Stay ahead by joining us on facebook and twitter. fb: Opus Coffee Opuscoffee.com 4

5 Employee Handbook I. Probation Period Newly hired employees will be on probation for a 90 day period. II. Pay Periods The pay periods are from the 1 st to the 15 th and from the 16 th to the last day of each month. Checks will be issued ~5 business days after the end of the pay period, usually on the 5 th and 20 th of each month. III. Schedule Schedule requests should be ed to the scheduling manager (gainesvilleschedules@opuscafe.com). In the event that an employee would like to change his/her schedule after it has been posted, he/she must contact other employees to get the shift/s covered. It is the employee's responsibility to get his/her shift/s covered; it is not the manager's responsibility. The weekly schedule will include announcements. Employees are expected to thoroughly read the announcements. IV. Evaluations & Raises Employees are evaluated on the following criteria: Punctuality Completing tasks associated with each shift, e.g. restocking everything, going to receiving, getting ice Willingness and eagerness to work as part of a team Ability to correctly and efficiently make delicious beverages Menu and product knowledge V. Tips Daily tips are the responsibility of each employee. Opus Coffee assumes no responsibility in lost or stolen tips, reporting tips, or in dividing tips amongst employees. Tips are to be counted and split among employees when necessary at the end of each shift. Opus Cafe will record tip earnings of approximately $1 per hour when calculating withholdings for paychecks. If different, it is the responsibility of the employee to notify the general manager. VI. Hair, and Facial Piercing Policy In order to comply with the Shands Code of Conduct, we must require that employees do not wear facial piercings while at work. Loud hair colors are also not permitted. Employees may dye their hair natural colors. VI. Dress Code Shirt Pants Shoes Aprons Name tags Black collared shirt (polo or button-down) Khakis Solid color brown or black shoes Provided Opus Apron (for baristas) Provided Opus name tag Opuscoffee.com 5

6 VII. Complaints & Problems MINOR COMPLAINTS Examples: MAJOR COMPLAINTS Examples: Anonymous Suggestions/Complaints Contact Shift Manager or Manager Employee dispute, customer service problem, location cleanliness, dress code problem, etc. Contact Owners Tim or Bret Larson Employee Theft, Manager Theft, Sexual Harassment, Employee-Manager Dispute, etc. Phone Address Larson Industries Incorporated PO Box 2733 Gainesville, FL VIII. Return Policy for Retail Items (mugs, brewing equipment, etc) This return policy appears on the bottom of retail item receipts. Please print out an itemized receipt for customers that purchase mugs, brewing equipment, or other merchandise. If the item has a manufacturer defect (lid does not close or seal properly, for example), we would be happy to replace it within 30 days of purchase with a receipt. After 30 days neither refunds nor exchanges can be made. Unfortunately we cannot replace items that have been dropped, lost, or used in ways other than intended, or items that have been damaged due to user mishandling. IX. name tag. First Paycheck $14 will be deducted from each new hire's first paycheck to cover the cost of an apron and a X. Parking Parking is never guaranteed for employees. Not even UF Health employees are guaranteed parking. We therefore recommend riding a bike or taking the bus. Buses do not run early enough for the morning shift. In order to get a parking spot we recommend getting to 16 th Ave around 5:30am. After 5:30am parking spots are difficult to find. View parking map here (employees.opus-cafe.com > Manuals and Policies > Opus Locations and Parking Map) Opuscoffee.com 6

7 General Procedures and Operations Opus has a phone number ; if customers ask for Tim or Bret's number, use this number. Nutrition facts are online at opuscoffee.com Never give out personal information of owners, management, and other baristas to customers or other third parties. The best practice is to obtain the information of the inquirer so that they can be contacted instead. Customer education of the product is very important. Take the time to politely answer questions that customers may have. Give explanation and recommendations of beverages. Cleanliness of the coffee bar is vital in maintaining the Opus Coffee image. Practice FIFO: First In, First Out. Use perishable products as they arrive, do not use goods that are dated later before goods that are dated sooner. If someone demands cash or other goods of value, hand item over and call security. Do not refuse and do not chase person. Only notify security. Personal phone calls and text messaging permitted in emergency situations only. Never give out any medical information or advice. Do not recommend certain beverages for certain ailments or conditions. Only punch one hole at a time on the Buy 10 Drinks, Get One Free Card. Bottled drinks do not qualify. Exceptions are if it can ease a tense situation. Customers may order any tall-sized beverage or grande (brewed or iced) coffee or tea with a fully punched out card. There should ALWAYS be someone at the registers in case a customer walks up. Try to keep rags hidden from public by placing them under brew machine, between blenders, etc. Press all of the oxygen out of any opened coffee bags and tape them shut. Untaped bags will result in stale coffee. It is important to move the line along quickly. Long lines encourage more walk always and fewer customers. Move the line along as quickly as possible while still being polite. Opuscoffee.com 7

8 Customer Service Customer Service Philosophy: Make the customer happy! Write down special orders for your customers and make beverages the way that they like them. Smile. Give the customer what they want. Greet them. Smile at them. You need to think of your customers and serve them to the best of your abilities. I. Customer Service Basics Connect with the customer through eye-contact and a smile. The first impression is important. Smile and greet all your guests. Use the conditional tense of verbs. Instead of asking What do you want?, ask What would you like? Or instead of asking, is that all?, ask Would you like anything else? Learn the names of your customers. Relate to every customer as an individual. Recognize people walking up to the bar or coming into the store by making voice and eye contact, even when busy. Acknowledge the presence and patience of customers waiting in line by letting them know that you will be with them shortly. Maintain a pleasant and friendly attitude. Thank them for coming in and invite them to come again. Go that extra mile at every opportunity. II. Dealing with difficult customers: At some point you will greet a customer and they will respond rudely and curt. You still have to be nice to them. They still have money in their pockets and they have friends that are not like them, who may be potential customers. Kill them with kindness! I know that sounds amazingly cheesy, but it works. It is amazing how kindness moves and changes people. When things go wrong, you may give customer an Opus Coffee Guest Card. This action should take place when a customer complains about waiting too long for their beverage, receives a bad tasting beverage where they do not have the time to wait for another one, or when he or she receives a minor burn from spilling coffee, etc. When things go really wrong, call the Manager. This action should take place when a customer severely burns herself, trips and falls, etc. Opuscoffee.com 8

9 End of Shift Duties MORNING SHIFT Atrium or later - go to receiving Restock behind bar: foray powders fruit forays (1 backup each) Pepsi products Monins caramel/choc sauces (1 full one each) whipped cream chargers teas iced tea boxes (1 each) cold cups & lids (restock on counter and under cabinet 2 of each) 1 of each behind the bar: house coffee, decaf house, espresso, origin, decaf esp knives, forks, spoons (behind counter & at condiment bar) Restock at Registers: money (buy 1s, 5s, and change from bank) cups, sleeves, lids retail items (Clif Bars, biscotti, Fruition bars, Altoids, bananas) Espresso Bar: cups, sleeves, lids espresso beans empty, rinse and refill bar spoons pitcher refill mochas (the bins under the cabinet and the jars) refill chais (the boxes under the cabinet and the bins) Condiment Bar: refill sugar dispensers & cinnamon, cocoa, nutmeg, and vanilla dispensers restock Splendas, Sweet&Low, Stevia, Raw, Equal, and Dixie Crystals refill milk/cream dispensers wipe down condiment bar and all tables restock spoons, wood stirrers, napkins, and all straws Refill: caramel and chocolate sauces Atrium - ice chest parfaits, fruit cups, chips and dips, Chobanis, Naked Juices, Cheer Wine, and other refrigerated pastry case items pastry case, and remember to adjust the pastry signs the boxes of 12, 16, 20 oz hot cups if they are empty AFTERNOON SHIFT complete all tasks above, plus dump blue bin in trough where we do dishes. Rinse with hot soapy water dump the drip pan under the coffee dispensers Opuscoffee.com 9

10 CLOSING SHIFT complete all tasks as outlined under MORNING SHIFT, plus dump and clean the drip pan under the coffee dispensers empty unused iced teas and wash carafes wash dishes (dishwasher closes at 7pm) clean pastry case inside and out put all items around the registers underneath the cabinets, and do not block the pastry case vent (NO FOOD near the pastry case vent; stuff will melt) lock up outside tables and chairs after 8pm take out trash from behind bar and underneath condiment bar. Atrium - Place trash bags and all boxes in front of the condiment bar. Other locations dispose of trash bags in dumpster or trash shoot soak Monin lids in hot water and replace and wipe all Monins off so they are not sticky spray and wipe down: - all counters, cabinets (inside and out), and surfaces - inside and outside of all refrigerators - blenders - condiment bar - trash cans - coffee grinder, espresso grinders, coffee machine, espresso machine don't forget to wipe down the top of the espresso machine backwash the espresso machine as outlined in the Employee Manual on page 26 soak steam wands overnight in a 16oz hot cup with hot water sweep and mop floors behind bar and around condiment bar area Vacuum carpets replace blue bin underneath cabinet and insert hose into blue bin cover registers, blenders, coffee dispenser holder, and espresso grinders/monins DO NOT cover the espresso machine leave espresso machine and brewed coffee machines ON overnight close out POS system fill coffee carafes half full of hot water and let soak overnight FRIDAYS complete all tasks under CLOSING SHIFT, and: soak coffee carafes with detergent overnight SATURDAYS cleaning day! there will be detergent in the coffee carafes in the morning. You must clean them out with the white scrub brush to ensure complete detergent removal. clean inside coffee dispenser stand detail coffee dispensers and refrigerators FLUSH BLUE BIN HOSE as outlined on page 32 of the Employee Manual. scrub sink, milk pitchers, and brewed coffee grinds holder (the thing you put the filter paper in to brew regular coffee) using the black pipe-cleaner (located under sink, hanging to the right on a nail), clean the cylinder of the coffee carafes where the coffee pours in during the brewing process Opuscoffee.com 10

11 Some Common Beverages All employees are responsible for knowing what comprises each menu item. The image below illustrates just a few common beverages. For the full list of Opus beverages, please see page 22. Opuscoffee.com 11

12 Brew Machine and Dispensers Follow the instructions of the location manager. Brew machines and procedures vary between locations. Blended Drinks - Opus Frozen Foray Description for Customer: A smooth, frozen blend of coffee and milk with whipped cream on top. When preparing frozen drinks, keep the Fruit and Frozen Coffee carafes separate. Decaf and No Sugar Added options are available in forays made using vanilla and mocha foray powder. Flavors - Vanilla Latte, Mocha, Vanilla Mocha, Caramel, Cookies & Cream, Chocolate Peanut Butter, Strawberries & Cream, Java Chip, Snickers Mocha, Banana Mocha Sizes - Tall 16 oz. Grande 24 oz. In blender carafe, add: for a Tall - 16oz Tall + banana Grande 24oz Grande + banana 6 oz of 2% milk 4 oz of 2% milk 8 oz of 2% milk 6 oz of 2% milk 2 scoops of mix 2 scoops of mix 3 scoops of mix 3 scoops of mix 16 oz cup of ice 16 oz cup of ice 24 oz cup of ice 24 oz cup of ice Drizzles Caramel on Top Caramel in cup Choc on Top Choc in cup Banana Mocha Java Chip Choc Peanut Butter Cookies & Cream Caramel Snickers Mocha Vanilla or Mocha Place contents into pitcher in the order as listed above and run blender through cycle 6. Put whipped cream on top if customer desires. Always make sure blender motor has completely stopped before removing the blender carafe from the blender. Failure to do this results in stripping the blender gears. Note: Very Important. If customer would like an extra shot of espresso in the foray, brew shot over ice and make sure it is cold before pouring it into pitcher. Top off with milk to usual milk line. If espresso shot is not cold before blending, the drink will have the wrong consistency and will be too runny. Opuscoffee.com 12

13 Description for Customer: Crushed Fruit smoothie Opus Fruit Smoothie Flavors - Strawberry, Mango, Peach Pear Apricot Customers may add a banana to any foray or smoothie for $0.45 Sizes - Tall - 16 oz Grande - 24 oz In blender carafe, the recipes for the blended drinks are as follows: for a Tall 16 oz Tall + banana Grande 24 oz Grande + banana 8 oz of fruit mix 6 oz of fruit mix 12 oz of fruit mix 10 oz of fruit mix 16 oz cup of ice 16 oz cup of ice 24 oz cup of ice 24 oz cup of ice Place contents into pitcher in the order as listed above and run blender through cycle 6. Put whipped cream on top if customer desires. To make the fruit smoothie mix, pour the contents of a single carton into the fruit smoothie mix container. Fill carton up half way with water, shake, and also pour that into smoothie mix container. Shake smoothie mix container before pouring into blender. Smoothie mix that has just been made and is not yet cold will be more watery. In this case, add more ice than normal. Whipped Cream To make whipped cream, combine the following in a clean whipped cream dispenser: 4 shots of vanilla syrup 1 Quart of heavy whipping cream. 2 Chargers To make whipped cream, pour into the whip canister 4 shots of syrup and one quart of heavy whipping cream. Screw top on container making sure that the white gasket is in place and screw in chargers. Be sure that handle is all the way out. Charge with two NO 2 cartridges. Hold whipped cream canister vertical when applying whipped cream to a beverage. Do not hold it sideways or it will let out excess NO 2 gas. After whipped cream is ready, do not continue to shake every time whipped cream is used. This will only ruin the whipped cream s consistency. Use only Vanilla Monin to make whipped cream. Opuscoffee.com 13

14 Cash Register System Cash Register Operation: Beverages are entered by pressing the following: 1. Size 2. Beverage 3. Flavor Always charge for flavor additions unless beverage is a regular coffee, iced coffee, or a foray Do not charge for Caramel or Chocolate Drizzles Do not charge for whipped cream Do not charge for soy or lactose-free milk Do not enter drink in register if customer has a full punch card or a free beverage card DO charge if beverage is to be made with half and half (breve lattes) Counting Down the Register 1. After closing time, tap the back button at the top right of the orders screen to get to the main page 2. Select Reports 3. Select Daily Sales Recap 4. Select Business Summary Recap 5. Press Accept 6. Press Display 7. Uncheck everything except for Total Sales 8. The output 40 col should then appear; accept the recap on the 40 col 9. The Business Summary Report should print On the back of the printout, write: Total Sales with tax - Credit card charges - Gift card charges amount of cash to be put into the blue bag 10. Put the amount into the blue bag, along with all redeemed coupons/free drink cards 11. Fill out the form in the blue bag. Count the remaining money in the registers and spare change (in cabinet underneath the registers). 12. Leave the blue bag in the cabinet underneath the register. Lock the cabinet before leaving. Opuscoffee.com 14

15 Taking Drink Orders It is important to write drink orders correctly, in this order: Size Decaf (if applicable) Iced (if applicable) Milk (if not 2%) Flavor (if any) Qualifiers (if any) Drink type Whipped cream (must be specified for Mochas, White Mochas, Toffeenut Lattes, Snickers Mochas, Hot cocoas, ALL frozen drinks, and seasonal drinks like Irish Maidens, Nutty Irishmen, and Ciders) Customers names should follow the order on the next line, circled. It is important to write small yet legibly. Orders are then either placed on the espresso machine or on the foray counter. Sizes: Short - S Tall - T Grande - G Decaf or Iced? Decaf Dec Iced Iced Half caffeinated ½ caff Milk Option: Nonfat milk NF Half and Half - Breve Lactaid Lact Soy Soy (no abbreviation) Flavor Addition: there are lots of different flavors! Here are a few acceptable abbreviations: Vanilla - Van Rasperry - rasp Peppermint - pep Hazelnut - Haz Toffeenut - Tnut but when in doubt, write it out Caramel - Car Salted Caramel salt car Sugar Free SFV, SFHaz, SFCar (vanilla, hazelnut & caramel are the only SF options) Qualifiers: Extra espresso shot - x-shot Extra flavor - x-car, x-mocha 120º, x-hot, no foam, x-foam, Type of Drink: Latte - L Cappucino - Capp Mocha - M White Mocha - WM Caramel Macchiato - CM Americano - Amer Snickers Mocha Snix Americano Amer Spiced Chai - Sp Chai Vanilla Chai - vchai Hot Cocoa - HC Eclipse Mocha Ecl Redeye Blackeye Cafe au Lait au lait (specify house, origin, or decaf) Iced Coffee - I.C. *the only drink where iced is abbreviated Whipped Cream: With - W/ Without -W/O Light W/lite Extra W/extra Opuscoffee.com 15

16 Discount Policy Employees Everything on Menu Board: FREE Bakery Items in Pastry Case: FREE, but we ask that you limit yourself to one pastry per day Retail & All Packaged Items (Bottled Drinks, parfaits, fruit cups, spinach & artichoke dips, hummus & pita chips, etc.) : 50% OFF. This is below cost for us Equipment: Skerton Coffee Grinder: $30.00 Clever Coffee Dripper: $12.50 Hario V60 Ceramic Dripper: $14.00 Hario Kettle Buono: $38.00 White Filter #2: $2.25 White Filter #4: $1.46 Family Twitter/Facebook Specific Dollar Discount Parents/Siblings get 20% off everything except for the grinding and brewing equipment. Know if there is a Twitter/Facebook Discount for the day. They usually involve a phrase and are $1 off. You ll usually be notified of a Twitter/Facebook disount by a text the day before. This for a discount of any amount. If there s a lot of pastries left at the end of the day, discount them. Use at wisely at your discretion but not liberally. Opuscoffee.com 16

17 Skill Check - Opus Brewed Coffee 1. Steps Standards 2. Insert paper filter into Ensure the filter is securely placed against the walls of the a clean brew basket, place brew basket. under drip coffee grinder and grind selected roast. Ensure there are no grinds on the outside of the filter. 3. Slide brew basket (with grinds) into drip coffee machine. 4. Place designated Ensure the coffee carafe is empty. coffee carafe underneath brew basket. Ensure the brew basket is aligned with the coffee carafe opening. 5. On the drip coffee machine, select the full pot setting to begin brewing. 6. Close top of carafe and empty the used grounds into the trash. If only brewing a half pot of coffee, select the half pot setting. Ensure the brewing coffee is aligned properly with the carafe to avoid spillage. Use caution; the coffee grounds will be hot. Rinse the brew basket if necessary. Opuscoffee.com 17

18 Skill Check Frozen Forays Steps 1. Obtain blender pitcher and add flavor if applicable. Standards For Snickers Mochas, cover blender blade with caramel sauce and add hazelnut syrup. For Caramel Forays, cover blender blade with caramel sauce. 2. Add iced espresso shot(s) if desired. Espresso shots MUST be put over ice before they are put into the pitcher, otherwise the consistency of the foray will be too runny. 3. Add milk. Use 2% unless otherwise specified. If espresso shots are used, less milk will be needed. Tall (16 oz) gets milk up to the 6 oz mark on the pitcher. Grande (24 oz) gets milk up to the 8 oz mark on the pitcher. 4. Scoop in foray powder. 5. Add a full cup of ice to pitcher. 6. Blend. Pour. Whipped Cream if desired. 7. To drizzle or not to drizzle? Tall (16 oz) sizes get 2 scoops. Grande (24 oz) sizes get 3 scoops. Use 16 oz ice for Tall size. Use 24 oz ice for Grande size. Press 6 on blender. Do not open blender cover until cycle is complete. See page 6 for drizzle info Skill Check Fruit Forays Steps 1. Fill pitcher with fruit puree mix. Standards Tall size 8 oz fruit mix Grande size 12 oz fruit mix 2. Add full cup of ice to pitcher. Use 16 oz ice for Tall size. Use 24 oz ice for Grande size. 3. Blend. Pour. Whipped cream if desired. Press 6 on blender. Wait for blender cycle to stop. Pour into cup, add whipped cream if desired, add lid, sleeve, and call out. Opuscoffee.com 18

19 Skill Check Teas: We serve Mighty Leaf Tea. Why? Because Mighty Leaf: Globally sources the finest ingredients available Offers whole-leaf tea pouches Is delicious! Hot Tea Steps Standards 1. Add tea bag(s) Short (12 oz) = 1 tea bag. to cup. Tall (16 oz) = 1 tea bag. Grande (20 oz) = 2 tea bags 2. Add sleeves. Hot teas get double-cupped. 3. Add hot water. Fill with water from the brewed coffee machine. 4. Add lid & finish. Ensure lid is on securely. Make sure customer knows his/her tea is extremely hot. Iced Tea Steps Standards 1. Steep tea bag. Place 1 iced tea bag in an empty iced tea carafe. Fill half way with boiling water from the hot water spigot. 2. Time it. Brewing time varies among different teas. General brew time rules of thumb: Green teas 3 minutes Black teas 4-5 minutes Check tea package for exact times. 3. Fill with ice. After steeping is complete, remove tea bag and discard. Fill carafe with ice until full. 4. Store. Store new iced tea carafe in refrigerator behind the older carafe. 5. Make an Iced Tea beverage. Fill cup ¾ full of ice. Fill cup with tea. 6. Sweeten if desired. Tall size gets 2 pumps Monin Pure Cane Syrup. Grande size gets 3 pumps Monin Pure Cane Syrup. Opuscoffee.com 19

20 Prepping Sandwiches - Springhill Location Only Sandwich Options: All served on fresh ciabatta bread Lettuce and tomato may be added to any sandwich at no additional charge Option D is vegetarian-friendly All convection oven steps are carried out at 572 F for one minute (use the timer) A. Turkey + Provolone + Avocado Spread + Lettuce + Tomato 1. Preheat oven to 572 F (highest temperature setting) 2. Slice ciabatta bread in half 3. On one bread half, add 3 slices of turkey and one slice of provolone cheese * place the cheese on top of the meat 4. Place bread halves on oven sheet and bake for 1 minute or until cheese begins to melt 5. Remove tray from oven, place bread slices on cutting board 6. Spread Avocado Spread on the naked slice of bread 7. Add 2 slices of tomato and some lettuce on top of the meat and cheese 8. Close the sandwich and slice in half if desired. Wrap it up and place in a bag B. Ham + Swiss + Pesto 1. Preheat oven to 572 F (highest temperature setting) 2. Slice ciabatta bread in half 3. On one bread half, add 3 slices of ham and one slice of swiss cheese * place the cheese on top of the meat 4. Place bread halves on oven sheet and bake for 1 minute or until cheese begins to melt 5. Remove tray from oven, place bread slices on cutting board 6. Spread Pesto on the naked slice of bread 7. Close the sandwich and slice in half if desired. Wrap it up and place in a bag C. Chicken + Smoked Gouda + Avocado Spread 1. Preheat oven to 572 F (highest temperature setting) 2. Slice ciabatta bread in half 3. On one bread half, add 3 slices of chicken and one slice of gouda cheese * place the cheese on top of the meat 4. Place bread halves on oven sheet and bake for 1 minute or until cheese begins to melt 5. Remove tray from oven, place bread slices on cutting board 6. Spread Avocado on the naked slice of bread 7. Close the sandwich and slice in half if desired. Wrap it up and place in a bag D. Hummus + Sprouts + Roasted Peppers + Cucumber Dill Spread 1. Turn on the toaster 2. Slice ciabatta bread in half 3. Run the bread halves through the toaster 4. Spread Hummus on one side, and Cucumber Dill spread on the other side 5. Add some roasted red peppers and sprouts 6. Close the sandwich and slice in half if desired. Wrap it up and place in a bag Opuscoffee.com 20

21 Training Block II: Bar Training Before being bar trained by a manager, employees must know: What goes in every drink (number of shots, how much foam, flavors, etc) Steps for pulling the perfect shot (how long it should take, what it should look like) Steps for steaming milk with microfoam The steps for assembling bar drinks Why and how to adjust espresso grind Espresso machine anatomy Before bar training each employee must watch the Espresso 101 and Advanced Barista Training DVDs. Ask a manager for the DVDs. Coffee Options: Milk Options: Caffeinated (default) or Decaffeinated coffee/espresso 2% (default), Nonfat, Lactose-Free, Soy or Half and Half (Breve) Number of Espresso Shots per Beverage (excluding Americanos) Hot Beverages Espresso shots Cold Beverages Espresso shots Short 12 oz 1 Tall 16 oz 2 Tall 16 oz 2 Grande 20 oz 2 Grande 24 oz 3 Number of Espresso Shots for Americanos Hot Americanos Espresso shots Cold Americanos Espresso shots Short 12 oz 2 Tall 16 oz 3 Tall 16 oz 3 Grande 20 oz 4 Grande 24 oz 4 Note: Grande Iced Americanos do not get an extra shot of espresso. Monin Flavor Measurements Always use the jigger for Monin measurements. Short Hot Tall Hot Grande Hot Tall Iced Grande Iced 0.75 oz 1.5 oz 1.5 oz 1.5 oz 1.5 oz Note: the larger side of the jigger holds 1.5 oz. For beverages with two flavors: use half of of each flavor. eg: Tall Nutty Irishman gets 0.75 oz Irish Cream and 0.75 oz Haz. Mocha and White Mocha Measurements Short Hot Tall Hot Grande Hot Tall Iced Grande Iced 1 scoop 1.5 scoops 2 scoops 1 scoop 2 scoops Note: one scoop holds 2 tablespoons Hot Cocoa Measurements Short Hot Tall Hot Grande Hot 1.5 scoop 2 scoops 2.5 scoops Vanilla and Spiced Chai Measurements Short Hot Tall Hot Grande Hot Tall Iced Grande Iced 1 scoop 1.5 scoops 2 scoops 1 scoop 2 scoops Note: one scoop holds 4 tablespoons Opuscoffee.com 21

22 The Latte and its Variations Latte espresso steamed milk 1 cm foam Flavored Latte espresso Monin syrup steamed milk 1 cm foam or whipped cream if desired Breve Latte espresso steamed half and half 1 cm foam Nutty Irishman espresso half Hazelnut Monin half Irish Cream Monin steamed milk 1 cm foam or whipped cream if desired Irish Maiden espresso half Vanilla Monin half Irish Cream Monin steamed milk 1 cm foam or whipped cream if desired Coffee Beverages and What Comprises Them The Cappuccino and its variations Cappuccino 1 / 3 espresso 1 / 3 steamed milk 1 / 3 foam Flavored Cappucino 1 / 3 espresso Monin syrup 1 / 3 steamed milk 1 / 3 foam Caramel Macchiato a cappuccino plus vanilla Monin caramel sauce in cup and cross-hatched on top of foam The Mocha and its Variations Mocha/White Mocha espresso steamed milk mocha or white mocha 1 cm foam or whipped cream if desired Eclipse Mocha espresso steamed milk mocha 1 cm foam or whipped cream if desired Flavored Mocha espresso steamed milk Monin Syrup mocha or white mocha 1 cm foam or whipped cream if desired Snix Mocha espresso steamed milk half Caramel Monin half Hazelnut Monin mocha 1 cm foam or whipped cream if desired Caramel and Chocolate drizzle on top Others Espresso Macchiato espresso milk foam Americano espresso hot water room for cream if desired Cafe au Lait ½ brewed coffee ½ steamed milk 1 cm foam Redeye one shot of espresso brewed coffee* *customer adds Blackeye one shot of espresso brewed coffee* *customer adds Spiced Chai contains NF milk and caffeine *Spiced Chai Mix steamed milk 1 cm foam Coffee Alternatives and What Comprises Them Steamer Monin syrup steamed milk 1 cm foam Hot Cocoa Ground Cocoa steamed milk 1 cm foam or whipped cream if desired *Black and Darjeeling Teas, Honey, Cinnamon, Clove, Cardamon, Anise, Ginger, Vanilla extract among other things Vanilla Chai contains NF milk and caffeine *Vanilla Chai Mix steamed milk 1 cm foam Tea Steamer Tea bag(s) ~1 inch hot water steamed milk 1 cm foam *Black Tea, Honey, and Cinnamon among other things Opuscoffee.com 22

23 Vocabulary For The Barista Arabica - Regarded as the highest quality coffee species available. Grown at higher altitudes of between 2,000 and 6,000 feet, contains less caffeine, is less acidic, and is richer in flavor and aroma than robusta coffee. Bald - Refers to the preparation of a drink absent the foam from the milk on its surface. Barista - Italian for bartender Biscotti - A delicate, semi-crunchy cookie commonly served with and dipped in coffee drinks. Caffeine Content of Coffee Drip Coffee (12 oz) mg Caffeinated Tea - 70 mg Espresso (1.5 oz) - 90 mg Hot Cocoa (12 oz) - 30 mg Decaffeinated Coffee (12 0z) - 7 mg Crema - A light, cinnamon brown froth constituting the crowning layer of the brewed espresso. The aroma of espresso is trapped in the crema, and is often regarded as a measure of the skill of the brewer. The crema should always be preserved on the surface of the beverage. Dry - A beverage, especially a cappuccino, that is steamed while breathing a high amount of air into the milk and then letting it sit to let it separate. Scoop the foam out of the pitcher and onto the surface of the beverage. A cappuccino with more foam than normal. Espresso - Regarded as the true essence of coffee. A strong, highly concentrated coffee brewed with 200 degree water at 9 bars of pressure yielding 1 to 1½ ounces of coffee. Grind - The coffee grind, an essential part of the coffee brewing process. The fineness of the grind directly influences the quality of the final product- the shot of espresso. Different brewing methods require different degrees of fineness. Generally the scale is 1 to 10 with a lower number indicating a finer grind. If the espresso is gushing from the portafilter too quickly, the grind should be adjusted finer. If the espresso is seeping from the portafilter too slowly, the grind should be adjusted coarser. Latte - Italian for milk, also a drink made with espresso and steamed milk. Organic - Refers to coffee that is grown chemical and pesticide free. Certification available through the USDA or an independent third party. Many poorer countries who are unable to pay for chemicals and other artificial treatment processes are also unable to pay for organic certification. Much of the coffee from central Africa is organic although not certified. Portafilter - Portable filter used in brewing espresso. The piece of equipment espresso is tamped into. Pull - A term applied to the dosage amount from the grinder into the portafilter from pulling the grinder s lever. One pull does not necessarily contain the desired amount of grind to brew a shot of espresso. Ristretto - A shortened shot of espresso that ends before the acidic part of the shot can be brewed. This is the richest shot of espresso. The first part of the shot is generally regarded as the richest and most flavorful. As the shot continues, the degree of acidity and bitterness increases. A ristretto shot, although less in volume, generally ensures a richer and tastier shot of espresso. Roast- The coffee roast is another essential part of the coffee brewing process and directly influences the quality of the final product. Refers to the degree to which the coffee beans are roasted. Coffee cherries, or raw beans, come in colors ranging from lime green to turquoise. The beans are placed in a coffee roaster and roasted in a rotating drum for a certain amount of time, changing in chemical composition and acidic content. Espresso is most commonly brewed from darker roasts, meaning that the coffee beans were roasted for a longer period of time. Types of Roasts Cinnamon (Light, New England)- Light brown, no visible oil on surface of the beans, Taste reminiscent of toasted grain City (American, Medium High)- Medium brown in color, surface is free of oil, Characteristics of coffee flavor for Americans. Snappy, acidity taste with richer body Full City - Darker brown in color, slight sheen of oil on surface, Slight bittersweet tang with a slight dark roasted tone. Less acidity. Vienna (European, Dark)- Slightly darker brown in color, surface of bean is oily. Rich, bittersweet tang, virtually all traces of acidity are gone French - Almost all black in color, surface of bean is very shiny and oily, Sometimes a burnt or charcoal taste, no acidity Opuscoffee.com 23

24 Robusta - One of the most widely used species of coffee and generally regarded as inferior to Arabica. Robusta is a lowland plant that is less susceptible to disease, less expensive, and contains more caffeine than Arabica. Robusta is less flavorful than arabica and is widely used in large commercial venues. It is also used as a filler in many arabica coffees and sold in the retail market. Shot - A shot of espresso, may be 1 to 1 ½ ounces for a single shot to 2 to 3 ounces for a double shot. A single shot is sometimes referred to as a solo shot and a double shot is sometimes referred to as a doppio. A ristretto shot is from 3/4 to 1 oz. Skinny - Refers to the fabrication of a drink using skim milk in place of milk with a higher fat content. Steaming - Also called frothing, steaming is the warming of milk using the steam wand of the espresso machine. The steam wand should be placed on the surface of the milk, pointed in a direction so that the milk steams in a circular direction, until the milk reaches approximately 100 degrees and then submerged. Leaving the steam wand at the surface of the milk during steaming past 100 degrees results in undesirable sea bubbles. When the desired temperature is reached (170 degrees), it can then be poured over the shot of espresso. Tamping - The process of compacting and packing the coffee grounds into the portafilter. Thirty lbs. of pressure should be used in tamping coffee. It is generally advised that each barista maintain constant tamping pressure and change only the fineness and coarseness of the grind when variation is required. Tamping creates better extraction of desired coffee oils and flavor and results in a better shot of espresso. Wet - A beverage, especially a cappuccino, that is steamed while breathing a medium amount of air into the milk and then letting it sit to let it separate. Stir the foam back into the milk and pour onto the beverage. The foam is supposed to be semi mixed into the milk. Espresso Grinders Opuscoffee.com 24

25 Opuscoffee.com 25

26 Bar Tools Steps for Making Bar Drinks These steps must be followed in order while making bar drinks. Notes: For hot drinks, pull shots directly into the cup. If there is a third or fourth shot for a hot beverage, pull those into an extraction pitcher. Always use the jigger for Monin measurements. Always pull shots before adding flavors/mochas. Hot Lattes and Cappuccinos 1. Pull shot(s) directly into the cup 2. Steam milk 3. Add flavor(s) to cup if applicable 4. Pour milk into cup 5. Add a lid and sleeve 6. Call out beverage and customer's name Mochas, White Mochas and Eclipse Mochas 1. Pull shot(s) directly into the cup 2. Steam milk 3. Add mocha and/or white mocha to cup 4. Mix very well 5. Pour milk into cup while continuing to stir 6. Add whipped cream if desired 7. Add a lid and sleeve 8. Call out beverage and customer's name Snickers Mochas 1. Pull shot(s) directly into the cup 2. Steam milk 3. Add mocha to cup 4. Add Hazelnut and Caramel Monin to cup 5. Mix very well 6. Pour milk into cup while continuing to stir 7. If desired, add whipped cream + caramel and chocolate drizzle 8. Add a lid and sleeve 9. Call out beverage and customer's name Opuscoffee.com 26

27 Caramel Macchiatos (vanilla cappuccinos with caramel sauce) 1. Pull shot(s) directly into the cup 2. Steam milk 3. Add Vanilla Monin to cup 4. Drizzle caramel sauce in cup, mix 5. Pour milk into cup 6. Cross-hatch caramel sauce on top of foam 7. Add a lid and sleeve 8. Call out beverage and customer's name Americanos 1. Pull shots directly into the cup 2. Pull additional shots (if necessary) into the smaller extraction pitcher 3. Once all shots are in the cup, add hot water from the coffee dispenser to the cup, leaving room for cream if desired 4. Add a lid and sleeve 5. Call out beverage and customer's name Chais and Hot Cocoas 1. Add chai or cocoa to cup 2. Steam milk 3. Add some milk to the cup (about 1/3 full) 4. Mix thoroughly until powder is nearly all dissolved 5. Pour milk into cup while continuing to stir 6. Add whipped cream if desired 7. Add a lid and sleeve 8. Call out beverage and customer's name Iced Lattes 1. Pull shot(s) into an extraction pitcher 2. Prepare cup (ice then milk up to arrow in Figure 1) 3. Add flavor(s) to espresso in extraction pitcher 4. Pour espresso + flavor(s) into cup 5. Mix quickly with a bar spoon 6. Add a lid and sleeve 7. Call out beverage and customer's name Iced Coffees and Americanos 1. Pull shot into an extraction pitcher 2. Prepare ice cup (ice up to arrow in Figure 2) 3. Pour espresso shots over ice 4. Rinse extraction pitcher with water from the water spout and pour the water over the ice, leaving room for cream if desired 5. Mix quickly with a bar spoon 6. Add a lid and sleeve 7. Call out beverage and customer's name Iced Mochas, White Mochas and Eclipse Mochas 1. Pull 2 shots into the larger extraction pitcher 2. Pull third shot (if necessary) into the smaller extraction pitcher 3. Prepare cup (ice then milk up to arrow in Figure 1) 4. Add mocha and/or white mocha to espresso in extraction pitcher, mix very well 5. Position the strainer over the ice cup 6. Pour espresso + mocha through the strainer into the ice cup + milk 7. Pour third espresso shot (if necessary) into cup 8. Mix quickly using a bar spoon 9. Add whipped cream if desired 10. Add a lid and sleeve 11. Call out beverage and customer's name Opuscoffee.com 27

28 Iced Chais 1. Add spiced or vanilla chai to the large extraction pitcher 2. Add just enough hot water to the extraction pitcher to dissolve the chai powder 3. Mix thoroughly until nearly all of the chai has dissolved 4. Prepare cup (ice then milk up to arrow in Figure 1) 5. Position the strainer over the ice cup 6. Pour the dissolved chai through the strainer into the ice cup + milk 7. Mix quickly using a bar spoon 8. Add a lid and sleeve 9. Call out beverage and customer's name Cafe au Laits 1. Steam milk 2. Fill the cup half way with brewed coffee of customer's choice 3. Fill the other half of the cup with steamed milk 4. Add a lid and sleeve 5. Call out beverage and customer's name Espresso Macchiatos 1. Pull shot(s) directly into an 8 oz cup 2. Steam milk in the larger extraction pitcher 3. Add flavor(s) to cup + espresso if applicable 4. Pour milk into cup 5. Add a lid 6. Call out beverage and customer's name Redeyes and Blackeyes 1. Pull shot(s) directly into the cup 2. Add a sleeve, place a lid upside down on top of the drink 3. Call out beverage and customer's name Opuscoffee.com 28

29 Pulling Shots Baristas will not move on in bar training until he/she can consistently pull the perfect shot of espresso Steps 1. Remove the portafilter from the grouphead and empty the grinds into the knock box 2. Dose the coffee using the doser/grinder. 3. Use the lid of the ground coffee chamber to remove excess coffee grinds before tamping. 4. Place portafilter on rubber mat and tamp the coffee firmly and evenly. 5. Wipe away excess grinds with brush. 6. Position portafilter into grouphead. 7. Place cup or extraction pitcher under portafilter. 8. Press appropriate button to pull shots. Standards Rinsing the portafilter is only necessary when a poor quality shot was just pulled (the portafilter will be soupy with grinds) Use single portafilter for 1 shot. Use double portafilter for 2 shots. For single shots, use lid to scoop out grinds back into the doser shaft. For double shots, use lid to evenly and horizontally scoop off the grinds back into the doser shaft. This technique is not required for the regular espresso grinder at the atrium; simply select the single or double shot button and it doses out the correct amount of espresso. If pour is too fast, tamp harder. If the pour is still too fast after a few more shots, adjust for a finer grind. If pour is too slow, tamp more softly. If the pour is still too slow after a few more shots, adjust for a more coarse grind. Ensure rim of portafilter is free of grounds. This ensures a seal will be created between the portafilter and the grouphead. Failure to do this step will result in grinds in your shot. Make sure to tighten the portafilter into the group head as much as possible. Failure to do this step will result in grinds in your shot. A (single or double) espresso shot should take seconds to extract. Single or double shot, must correspond to portafilter configuration. A (single or double) espresso shot should take seconds to extract. Opuscoffee.com 29

30 Steaming Milk Baristas will not move on in bar training until he/she can consistently create velvety microfoam milk Steps Standards 1. Pour milk. Pour milk according to beverage size. 2. Aerate milk until milk is a little warmer than room temperature Purge wand to remove residual water and milk. Fully submerge steam wand in milk. Turn knob counter-clockwise to begin steaming. Create a whirlpool. Lower pitcher until only the tip of the wand is submerged. This should create a paper-tearing sound called aeration, or milk stretching, which foams the milk. Aerate milk until it has reached just above room temperature. 3. Continue steaming. Submerge wand while keeping whirlpool effect in pitcher. Continue to steam until milk reaches 165 F. Use thermometer if needed. Eventually you will be able to tell when the milk reaches the correct temperature range by feeling the side of the pitcher for temperature and by listening to the sound the wand is making. 4. Turn knob clockwise to turn off steam wand. Temperature continues to rise about 5 degrees after turning wand off. Keep this in mind if using a thermometer. 5. Wipe wand. Remove wand from pitcher and immediately and thoroughly wipe off with a clean, warm wet rag. Be sure to remove any residual milk on wand. 6. Assess Steamed milk should always be smooth and silky, with very microfoam on top. Milk becomes flat when not enough air is aerated into it at the beginning of the steaming process. Milk contains large bubbles when there is no whirlpool created by the steam wand. 7. Purge wand Purge wand to remove residual water and milk. Opuscoffee.com 30

31 Troubleshooting Espresso A) Symptom: Espresso flows from portafilter too quickly. Result: Thin, bitter tasting espresso. Causes: Not enough pressure is used in tamp, grind is too coarse, diffuser is blocked, water pressure may be set too high, boiler pressure may be too low. Solutions: Tamp grounds to 30 pounds per square inch, increase the amount of grind in portafilter, adjust coffee grinder finer, backflush machine, reduce pump pressure, increase boiler pressure. B) Symptom: Espresso extracts too slowly. Result: Burnt tasting espresso, crema too thin. Causes: Grounds may be tamped using too much pressure, coffee grounds too fine, too much coffee in portafilter, screens or filter blocked. Solutions: Reduce tamp pressure, adjust grind coarser, reduce the amount of coffee in portafilter, clean screens and filter basket. C) Symptom: Portafilter filled with water after extraction. Causes: Grind may be too fine, coffee grind may have been tamped using too much pressure. Solutions: Adjust coffee grinder coarser, Tamp coffee using less pressure, increase volume of coffee in filter basket. D) Symptom: Coffee grind in cup. Causes: Portafilter not tightened in group head. Too fine grind, pump pressure set too high, screens blocked with espresso, worn grinder burrs, diffuser soiled with coffee grind. Solutions: Position portafilter into grouphead and tighten as much as possible. Adjust coffee grinder coarser, reduce pump pressure, clean or replace screens, replace burrs. E) Symptom: Crema fails to maintain. Causes: Prolonged extraction, restricted water flow, water temperature set too high. Solutions: Clean or replace screens, clean or replace filter, reduce boiler temperature. Opuscoffee.com 31

32 Espresso Machine Maintenance Daily (closing shift) Backflush all groupheads. Run 10 second cycles until all coffee residue is gone. Backflush all groupheads with one tiny scoop of espresso machine detergent, repeat until all detergent residue is gone. Wipe down gaskets and screens under groupheads. Fill cup with hot water and soak steam wand overnight. Remove and clean drip tray, portafilters, filter baskets, and outside casing. Clean under machine. Saturday Do everything listed above, plus: Unscrew groupheads and screens. Soak groupheads and screens in pitcher filled with hot water and 2 scoops of espresso machine detergent. Scrub clean and replace. Detail coffee dispensers. Flush the hose that leads from the espresso machine to the blue bin: Detach the hose from the espresso machine and bring it to the janitor's closet (bring the blue bin and a rag along with you). There is a hose attached to a dispenser on the janitor's closet wall with 4 different cleaning solutions. Turn the knob to select the bottom left cleaning solution. Connect the cleaning solution hose to the espresso machine hose and pull the lever to begin flushing the hose out. Flush out all the espresso gook. Also remember to rinse and wipe down the blue bin. Put the blue bin back underneath the espresso machine, attach the hose back to the espresso machine, and aim the end of the hose into the blue bin. Clean under the espresso machine. Opuscoffee.com 32