COFFEE 1 USER MANUAL

Transcription

1 COFFEE 1 USER MANUAL

2 LOBSTER INK COFFEE 1 Level 1

3 The Basics 1.1 Understanding Coffee Everybody should believe in something, some just believe they'll have another coffee. Anonymous Actually, this seems to be the basic need of the human heart in nearly every great crisis a good hot cup of coffee. Alexander King What is Coffee? Coffee is a brewed beverage prepared from the roasted seeds of the coffee plant, which are known as coffee beans. Coffee is a multicultural, culinary, ever-changing product that is part of at least seven different significant processes. Coffee is from the seeds of a small red fruit that grows on plants that are between the size of a shrub and a tree. These coffee cherr y plants are cultivated in over 70 countries, mainly those in Latin America, Southeast Asia, South Asia and Africa. 2

4 What does it take to get from the crop to the cup? It all begins with the growers of the coffee plant itself, and then of course the pickers who gather these berries for the buyer, who then purchases them and removes the soft fruit from the seeds. Then there is the drier of these seeds, which are now called the beans. An exporter will buy the beans and possibly blend them himself or send them for blending, bagging and shipping. The coffee beans then get exported to the consuming country, where it is possibly refined further and sold to a roaster. These beans are then roasted, perhaps with other crops from other regions, packaged and then sold. The consumer then buys the coffee, grinds it and finally produces the much desired beverage! 1. Gather the berries Dry the seeds 3. Roast 4. Package and sell 5. Grind 6. Enjoy 3

5 Why do people drink coffee? The aroma. The aroma of freshly brewed coffee immediately has a comforting effect on people. The taste. Coffee can be made exactly to how it is uniquely enjoyed, by altering the roast, the type of coffee, the brewing method and the accompaniments. Coffee is timeless. Coffee is enjoyed, shared and celebrated by all ages! Equally timeless in the fact that it can be enjoyed at any time of the day. The sensation of relief. Coffee tends to relieve pressured people, and the drinking of this beverage often lowers stress levels and provides comfort in the warmth. Stimulants. Coffee can provide that midday pick-me-up, with studies confirming that coffee stimulates the mind, improving focus, brain processing and analytical skills. Health reasons. Coffee is sometimes used to relieve body pain and is a source of antioxidants. Window of travel. You can get coffee from numerous regions, varietals and qualities, each type allowing you to see into the bean s place of origin. Activity The next time you enjoy a cup of coffee, think about all seven of these factors and write down your description and feelings for each one. 4

6 The Tradition of Coffee Coffee's character is drenched with social tradition. Ethiopia is the birthplace of coffee and its coffee tradition is sacred, ceremonial, and honoured. Native Ethiopians sit around a carpet and share freshly roasted and brewed cups of coffee with their Guests. This ritual is the original version of a coffeehouse experience. Each country and culture has its own unique coffee tradition. Colombia: Tinto black coffee served in small cups with sugar. Italy: Caffè strong espressos. North America: Coffee on the go takeaway coffees individualised to the temperature of the milk or cream. Turkey: Kahve speciality coffee served with a small glass of water and a piece of Turkish delight, sweet treat or fruit juice. Turkish coffee is never served with milk or cream. Brazil: Cafezinho an espresso served with a slice of lemon. An estimated one billion cups of coffee are consumed around the world every day! 5

7 Responsible Coffee Fundamentals of Coffee Preparation Due to the fact that more than 25 million people in the tropics depend on coffee as a source of income; a crop that is the economic backbone of many countries; there needs to be organisations in place that protect the people and the environment in which coffee production thrives. Proportion using the right ratio of coffee to water. The Grind this is the crushed particles of the coffee bean. This translates to the shorter the brewing process needs to be, the finer the grind needs to be. Fairtrade coffee ensures a better deal for the Third World producers. Fairtrade ensures fair payment, improving the lives of the farmers bringing about community development and empowerment for the coffee producers. UTZ Certified coffee, is dedicated to sustainable agricultural and economic development. Ensuring farmers implement good practices that lead to better businesses. Afrisco Certified Organic coffee, supports farming practices which are good for the people of today and the earth tomorrow. Certified organic coffee is grown naturally and without the use of pesticides. Extraction using fresh, cold water, heated to just below boiling point, for extracting the coffee's full range of flavours. Freshness a factor all along the bean-to-cup chain the green (raw) coffee needs to be fresh before you roast, the roasted coffee needs to be fresh before you grind, the ground coffee needs to be fresh before you brew it. Coffee is fresh produce that needs to be stored correctly. Bean-to-Cup Chain The Rainforest Alliance guarantees that coffee farms maintain wildlife habitat and other environmental benefits, while protecting the livelihoods of the coffee farmers themselves. Smithsonian Migratory Bird Centre ensures that coffee plantations remain a healthy haven for birds and other wildlife that find sanctuary in these forest-like environments. 4C Association bring together stakeholders in the coffee sector to address sustainability issues. Coffee farmers, traders, roasters and retailers; as well as civil society organisations work together to improve the economic, social and environmental conditions of those who make their living from coffee. 6

8 1.2 Roasting Roasting coffee transforms the chemical and physical properties of green coffee beans into the fragrant, roasted coffee products that we all recognise. The roaster s art lies in knowing the exact moment to remove the heat, and this is the key to the transformation of a green seed into a rich, complex beverage. Procedure The beans are stored green; a state in which they can be kept without loss of quality or taste, although for best results, use within a year of harvest! All coffee beans have an optimal roast: a point within the roasting process where the key coffee elements of aroma, body, acidity and flavour meet perfectly, resulting in a most desirable and flavourable optimal roast. Bean There Fair Trade Coffee 7

9 1. The green beans are slowly dried to a yellow colour. A slight smell of toast is released. 2. The bean doubles in size and a popping noise can be heard. This is called the first crack. 3. The temperature then rises and the bean turns a light to medium brown. 4. Here the beans experience a second crack and take on an oily sheen. Now is the time that the espresso potential is maximised, elevating sweetness and aroma and minimising acidity and bitterness. The sugars in the bean then begin to caramelise making the bean a dark brown. Most coffee roasters will roast the bean between the end of the first crack and the beginning period of the second crack! What does roasting mean in the cup? The deeper the roast (the darker the bean) = less acidity and less caffeine will be found in the coffee beverage. The lighter the roast (the lighter the bean) = more acidity and more caffeine will be found in the coffee beverage. The Coffee Roaster 8

10 1.3 Grinding Introduction and Understanding Grinding is defined as the process in which roasted coffee beans are ground into smaller particles, in order to release their flavour when brewing. The grinding of coffee beans increases the surface area of each bean which facilitates the brewing process and allows the full potential of flavours to be unleashed. The fineness of the grind largely influences the effects of brewing and is best when matched to the brewing method. Different Types of Grinders It is important to note that the grind needs to be checked and reset several times a day. This is because there are several aspects that change the consistency of the grind; which are weather, humidity, temperature, the type of coffee, the coffee freshness, the fullness of the hopper, and the sharpness of the blades or burrs. Burr grinding a mechanism called a burr mill which has two revolving abrasive elements which slice the bean. One element is stationary and one is rotating, uniformly slicing the bean. This is definitely an allpurpose grinder. LONG AMOUNTS OF BREWING TIME = COARSE GRIND Too coarse grind = weak coffee Chopping the process of grinding coffee beans by using blades that rotate at a high speed. This kind of blade grinder can sometimes produce variable-sized particles and can potentially burn the beans, which is not ideal. Pounding when extremely fine, almost powdered grounds are required, as with Arabic and Turkish coffees. This technique involves pounding the beans with a mortar and pestle, pulverising them to a fine ground. SHORT AMOUNTS OF BREWING TIME = FINE GRIND Too fine grind = bitter, over-extracted coffee Roller grinding when the beans are rolled between two corrugated or grooved rollers. This type of grinder produces a more even grind size and is hence a popular way to grind coffee, especially in commercial and industrial coffee production. 9

11 The coarser the grind, the easier it is for the water to flow through the coffee at a fast pace and hence a lowered extraction from the coffee occurs. Equally, with a fine grind the water is slow moving through the coffee and, therefore, the extraction of flavour is much higher. Over-extracted coffee will be bitter with a burnt aftertaste and under-extracted coffee will have a sour and sharp taste. Remember this helpful equation when it comes to setting your grinder to the desired outcome for your perfect espresso: * * " " " " * Please note that the above rules are for espresso specifically. Activity Make both these examples, a grind that is too coarse, and a grind that is too fine analyse the flows and taste the coffees so that you know what to look out for. 10

12 1.4 Brewing Brewing the process of turning ground coffee into a pleasing beverage by simply adding hot water in the right proportion to your ground coffee. Strength is a factor not of darkness of the roast, but rather of the brewing ratio of coffee to water. Different Brewing Methods Boiling adding hot water to ground coffee, or water and finely ground coffee that is brought to the boil. This is drunk by either allowing the grounds to sink to the bottom or filtered in some way. However, in terms of instant coffee, dissolving the granules is the only way in which this type of coffee is brewed. Steeping the process of using something like a French press, whereby a plunger with a small metal or nylon mesh filter is pushed down to hold the grounds at the bottom and allowing ground-free coffee to be poured. This method requires coarse coffee grounds. Filtration also known as the drip-brew coffee or filtered coffee method. This is when hot water drops onto coffee grounds held in a coffee filter, surrounded by a filter holder or a brew basket. Pressure the term used to explain how something like an espresso is made. This is when hot water is pushed under pressure through a packed pod or puck of finely ground coffee, making a concentrated form of coffee. 11

13 1.5 Equipment and Tools The Coffee Grinder Burr-Blade System Procedure We need to set the grinder blades a certain way to ensure that we get the most extraction and flavour from the chosen coffee bean. The Chamber The Portafilter The Dosing Lever Release the hopper seal or bean gate by lightly pulling outwards until it catches and stops. Secure the hopper to the grinder by fastening or tightening the hopper lock. 1. Remove hopper lid and fill 2. Adjust the grind with the adjustment knob The machine itself is made up of a chamber, which is the holding compartment for the ground coffee. This has a dosing lever which is used to dispense the desired amount of ground coffee into the portafilter. 3. Turn the grinder on 4. Dose into the portafilter using the lever Every morning before you begin serving coffee, you need to set your grinder to the desired texture smaller or bigger grinds. It is definitely best to grind your coffee beans only a few moments before brewing and always to match the grind to the desired brewing method. Please note that if you are using a manual blade grinder, remember to use short bursts of a few seconds each so that the coffee does not overheat. If you are using the burr grinder, place the coffee beans in and allow for the burr grinder to accurately grind. 12

14 5. Continue to dose until there is a small mound 6. Clean your station When the portafilter is full, switch off the grinder but continue to pull the dosing lever until there is a small mound of coffee in the portafilter. Be careful about other objects falling into the grinder. If anything else besides coffee beans is ground, it will damage the burrs. Cleaning and care Always be sure to keep all the grinders clean throughout the day. Use the brushes to clear away loose grounds and beans and keep the grinder wiped clean and looking good. Before using the grinder to grind a different variety of coffee, always be sure to remove all grinds from the previous coffee from the grinder. The grinders should be thoroughly cleaned with a grinder cleaning product at least once a month. Let s have a look at how we do this: Please note never to submerge the grinder in water. An Automatic Coffee Grinder 13

15 Cup Heating Tray Hot Water On/Off Knob Portafilter On/Off Switch Group Head Steam Pressure Gauge Hot Water Spout Drip Tray Steam Wand The Espresso Machine 14

16 The Tools of the Espresso Machine Cleaning and Care for the Espresso Machine Backflushing The portafilter holds the basket which in turn holds the ground coffee that pulls the shot of espresso. It is important to keep the portafilter warm and clean at all times and the spouts must be kept free from coffee grounds. The portafilter s handle assists in placing and tightening this tool into the espresso machine. The purpose of cleaning your espresso equipment is to achieve better control of the brewing process and to obtain the best taste in coffee. Backflushing is the process used to clean out the shower screen, group head, and the three-way valve of the espresso machine. It is important to keep your espresso machine clean at all times. 1. Remove the portafilter basket and replace with the blind filter. 2. Put the required amount of espresso machine detergent into the blind filter and secure the portafilter to the group head. The portafilter basket fits into the portafilter to hold coffee grounds and pull a shot of espresso. The blind filter a stainless steel basket or plastic plug that is placed inside the portafilter after the basket is removed and this is used at the end of every day for cleaning purposes. The blind filter holds a specific detergent and is used to backflush and clean the espresso machine. 3. With the portafilter attached, backflush your machine by running the group head five times in tensecond start/stop intervals. 4. Remove the portafilter, discard the leftover bits, and run the group to rinse the group head. 5. Use the appropriate coffee tool provided to get rid of any residual oils or loose grinds in and around the group head. Do this by running the water and using the brush to clean around the group head. 6. Reattach the portafilter and backflush five more times in ten-second start/stop intervals, this time without detergent. 15

17 7. Once again, remove the portafilter and run the group to rinse clean. Essential Equipment 8. Remove the blind filter and replace with a normal filter insert, run and then discard a few shots of espresso to prime your machine. Please note that the pulling of the shots would only be done when you are cleaning your machine at the start of the day and before service begins, not at the end of the day-cleaning process. 9. Using the appropriate caffeine wrench, unscrew the tip of the steam wand. Knock box or bash bin a device used to remove and hold the espresso grounds or espresso puck, after a shot of espresso has been pulled. Tamper used to tamp, compress or push coffee grinds into a portafilter. The tamper is used to flatten the ground coffee increasing density and ensuring that the ground coffee is made into a well-compacted puck in the preparation of an espresso. 10. Turn on the steam to allow the water and steam to run through and rinse. 11. Use the provided steam wand cleaner to clean inside the steam wand. 12. Turn on the steam wand again to rinse out all milk residues. Rubber tamp mat a small rubber mat that is used to rest and support the portafilter when tamping, as well as protect your counter and provide a quiet, non-slip, tamping surface. 13. Use the appropriate coffee tools to clean the portafilter baskets and portafilter handles. A good idea would be to soak your baskets and portafilter handles in an appropriate cleaning solution. 14. Using a clean, damp cloth, wipe the sides, top, drip tray, the bottom drip trays and panels of the espresso machine. Grinds brush often a natural bristle brush with a wooden or plastic handle. This brush is used to clean the grinder, the counter and the loose grounds around or under the equipment. 16

18 Service Equipment Cups and mugs Handle with care crockery is delicate and costs a lot of money to replace. Pitcher a container with a spout used for storing and pouring liquids. This specific pitcher is the milk frothing pitcher which is used to hold and froth the milk for our various types of coffee recipes. Never stack your cups or mugs. Always be aware of the noise that your cups, saucers and mugs make; be sure to keep the noise to a minimum and hence not disturb our Guests. Never put crockery on the ground, even if the storeroom is overloaded, these items are always to be above the ground, preventing accidents and ensuring hygiene. Cloths there are three cloths that you will need at your station setup: The portafilter basket cloth which is used to wipe and dry the portafilter basket. The steam wand cloth which is used to wipe the steam wand before and after frothing the milk. The machine cloth, which is used to wipe the espresso machine. Always carry small items on a tray, this will include most of the crockery used in the service of coffee, because these items have delicate parts and if dropped will most definitely break. 17

19 1.6 Station Setup It is essential to have a cohesive and flowing station setup. This takes your service delivery from average to excellent and can make all the difference in delivering a perfect cup of coffee. Keep your coffee and your milk separate; allocate a dry side and a wet side on either sides of your espresso machine. The dry side is where all the dry preparation occurs and the wet side will be where all liquid products will be made. Keep your cups on top of the espresso machine; this keeps them warm and allows you to grab them easily when pulling a shot of espresso. It is also important to have saucers and spoons close to the wet side of the machine for faster and more efficient service. Keep your cloths separate; keep one cloth to wipe out the portafilter, another cloth to wipe the steam wand, and the third cloth to wipe the counters. Do not mix the cloths. This is important for hygiene. Depending on the design of your station, it is ideal to have the fridge nearby for easy access to the milk, as well as having a sink nearby. Station Layout Always make sure the station, equipment, and tools are clean and organised! 18

20 Storing Coffee Storage best practices It is highly recommended to rather store coffee in a cool, dark, dry place, ideally a cupboard without food in it, and in an airtight container. Coffee storage rules Ideally, coffee should only be ground when it is about to be used. Freshly ground coffee has the best flavour and aroma. Cool temperature. The enemies of coffee Light and sunlight if beans are exposed to too much sunlight, they will be gently heated, perhaps for prolonged periods of time and this will impact the delicate flavours of the coffee beans as well as increase the rate at which the coffee goes stale. Dark place. Moisture keeping your beans dry will help keep them fresh, inhibit the growth of moulds or bacteria and the 'sweating' process that would occur if they were also exposed to heat or sunlight. Keeping the beans in the refrigerator or freezer also exposes your beans to moisture. Dry place. Oxygen and air the fresh air will naturally react with the complex chemical composition of the coffee beans, especially the roasted ones. This produces a gradual impairment of the flavour, leaving the beans bland, tasteless, and odourless. Keep the beans in an airtight container. Heat heat is a natural destroyer of the flavours of coffee beans. During the preparation, you use a controlled amount of heat for a specific duration; but exposure to inappropriate heat prior to use will remove some of the flavours. Airtight container. 19

21 1.7 Cleaning and Maintenance Cleaning Equipment The stainless steel or rubber blind filter inserted into the portafilter to push the water and detergent back into the espresso machine to clean the internal elements. The pallo coffee tool this is the brush used to clean the group heads, portafilters, and baskets. The scoop is used to measure the required detergent. Espresso machine cleaning detergent scooped into the portafilter on top of the blind filter to clean the inside of the espresso machine. Dilute with hot water to clean the portafilters. Water Filter or Softener A single espresso is 98% water and only 2% coffee clean, fresh, cold water is essential when making a fine espresso. The water that comes from most taps, has a high mineral content which can build up limescale inside of your espresso machine, we need to soften this water and this is done by using a water filter or water softener. This water filter or softener will decrease the mineral content, specifically the calcium content of your water and minimise the amount of limescale buildup. 20

22 Schedules After every shot the group head needs to have approximately 5 ml of water run through it, as well as ensuring that the steam wand is wiped with a damp cloth. Make sure the steam-tip is wiped properly. Purge some steam afterwards to ensure no milk was sucked up the pipe and into the boiler. Each hour your task is to backflush. Although this specific hourly backflush is done without detergent, this water backflushing needs to be continued until the residue in the blind basket appears clear and free of solids. Nightly cleaning, so either at the close of business or when all the Guests are done ordering coffee for the evening, the full cleaning needs to take place. Firstly the group head needs to be backflushed with detergent. Then the shower screens and gasket need to be scrubbed with a brush as well as soaking the portafilter in hot water and detergent for fifteen minutes. Secondly, we need to make sure the steam wand is completely clean. If there is residue on the steam wand that does not come off with just a damp cloth, soak the steam wand in hot water for fifteen minutes; this should soften the residue sufficiently. 21

23 Cleanliness and Hygiene General working cleanliness and hygiene Personal hygiene Wash your hands at regular intervals, ensuring that you use an antibacterial hand soap, sanitiser and paper towel. This needs to be placed next to the sink and within easy access. Keep your fingernails short and clean. Limit the amount of jewellery that you wear as this is neater and more hygienic. Avoid wearing nail polish, as this can look untidy very quickly. Keep your hair tied back, neat and tidy and out of your face, this includes facial hair. Ensure your entire uniform is spotlessly clean. A clean, ironed apron and clothing show that you care for your establishment and your job. Wear an antiperspirant every day and be careful not to overuse perfume or colognes as this can be overpowering. Clean as you go. Each and every time you make a beverage, clean up as you work, sweeping the grounds off the counter, purging and cleaning your steam wand, wiping the drip tray, sending dirty cups, saucers and utensils to be cleaned as well as rinsing out pitchers and any other equipment used. Never leave a dirty workstation till the end of your shift. Purge and clean your steam wand after every step of texturising milk. Never allow your steam wand to become caked with the remains of calcified and burnt milk and foam. This is unacceptable as a dirty steam wand not only changes the flavour of the next pitcher of milk that you will texturise, but also harbours harmful bacteria. Use three different cloths, preferably colour-coded for each piece of equipment: one cloth dedicated to cleaning the steam wands, one for the countertop and machine, as well as a portafilter basket and equipment cloth. These cloths should only be used for their dedicated purpose as to not cross-contaminate. Replace these cloths frequently. Soaking batches of your crockery is a good practice to instil, as espressos can often stain crockery, making it look old, grimy and dirty for your Guests. 22

24 Safety Take precaution when dealing with the equipment and beverages as the heat of the machine and water can easily burn you. The steam wand and other parts of the machine get extremely hot, as well as producing extremely hot water and steam, which can dramatically damage your skin. You need to know exactly how your equipment works. Keep track of the maintenance schedules and keep up to date with them. Be sure to always observe safety procedures when working with electricity. You need to work carefully at all times, and be aware of the way you work being careless and not concentrating when steaming, boiling, pouring or carrying, can end in you getting hurt. Generally, every staff member has duties to ensure safety in their working environment: You need to take reasonable care of the health and safety of yourself, your colleagues and your Guests, which may be affected by your acts or by leaving specific tasks out. You need to carry out any lawful order given to you by health and safety representatives or your employer, with their interests being health and safety. You need to report any situation which is unsafe or unhealthy, or perhaps concerns you, to the correct people. This way the problem can be rectified as soon as possible. 23

25 LOBSTER INK COFFEE 1 Level 2

26 Product Knowledge 2.1 Coffee A Quick Overview of Available Coffees and Flavours Ethiopian Sidamo a type of arabica, organic coffee that is smooth; it has a deep, spice, wine and chocolate-like taste, and a fleeting floral aroma. The most distinctive flavour notes found in all Sidamo coffees however, is the lemon and citrus flavours, along with a bright crisp acidity. Ethiopian Sidamo Kenyan Nyeri this coffee bean unveils a vivid blackberry aroma with rich body and polite acidity, as well as exposing a deep fruity-caramel flavour. Rwandan Kivu the coffee produced here uncovers a light orange-blossom aroma with soft acidity and delightful body as well as displaying sweet mandarin and caramel flavours. Rwandan Kivu Kenyan Nyeri Tanzanian Mbeya this coffee reveals a wildly sweet aroma with exotic acidity and refreshing body as well as highlighting hazelnut-chocolate flavours. Burundian Musema exhibiting a sweet honey aroma with delicate acidity and creamy body, this Burundian Musema coffee reveals rich berry and chocolate flavours. Burundian Musema Tanzanian Mbeya 25

27 Types of Coffee Instant coffee a powder made from a freshly brewed coffee that is heat-dried. Freeze-dried coffee a term used to describe brewed coffee that has been frozen into a slush before the water is evaporated. Decaffeinated coffee a coffee produced whereby the caffeine is removed from the beans before roasting via the use of CO2 or a chemical solvent, which completely disappears when the beans are roasted, or the Swiss Water Process which steams the beans and then scrapes off the caffeine-laden outer layers. Coffee plants can bear flowers, green fruit, and ripe cherries, all at the same time. 26

28 Decaffeinated Coffee What is caffeine? Caffeine is a crystalline compound that is found in tea and coffee plants and is a stimulant of the central nervous system. The processes of coffee decaffeination The solvent or traditional process. The Swiss Water Process 1. The green beans are soaked in very hot water. 2. The water is then filtered or percolated through activated or charged charcoal which removes the caffeine. 3. The green beans are returned to the hot water and the beans reabsorb the flavour substances from the water, but without the caffeine. The Swiss Water Process. Carbon dioxide (CO2) process. The carbon dioxide process All decaffeinating processes are done when the coffee beans are in their green state and never while they are cherries, nor is it ever done after roasting. The solvent or traditional process 1. The green beans are steamed to open their pores. 1. The green beans are steamed to open their pores. 2. The green beans are then covered in compressed CO2. 3. The compressed CO2 and the green beans are then filtered or percolated through activated charcoal which removes the CO2 bonded with the caffeine. The flavour substances never leave the green bean; only the caffeine leaves the bean. No reabsorbing needs to take place. 2. The green beans are soaked in an organic solvent which bonds with the caffeine. 3. The green beans are steamed again to remove the solvent residues and hence the caffeine in the bean. 27

29 How much caffeine is in my cup of coffee? LIGHT ROASTED COFFEE = MAXIMUM CAFFEINE LONG EXTRACTION TIME = MAXIMUM CAFFEINE DARK ROASTED COFFEE = LESS CAFFEINE SHORT EXTRACTION TIME = LESS CAFFEINE 28

30 2.2 The Espresso Espresso a type of coffee brewed by forcing hot water through finely ground coffee beans, producing a sweet, thick, rich and smooth shot of espresso. With a richly dark chocolate-brown colour, with a crema the thin, creamy, golden layer of foam that makes up 10 30% of the beverage. * Measurements 25 seconds Single espresso of 30 ml = 7 9 g ground coffee 50 seconds Double espresso of 60 ml = g ground coffee 29

31 Grind The process in which roasted coffee beans are ground into smaller particles, in order to release their flavour when brewing. Extraction is controlled by adjusting the grind setting. The Espresso Extraction A good extraction is characterised by a three to five-second delay before any coffee will pour. Heavy droplets will appear and develop into a thick, straight, and even pour. The colour will be dark and chocolaty. The pour should be cut off before the colour lightens and the pour begins to curl in. Too rapid, the grind needs to be finer. Factors controlling extraction The grind. The dose. The tamp. Too slow, the grind needs to be coarsened. 30

32 Dose The volume of grounds required in the basket of the portafilter to produce the espresso. 1. Clean and dry the portafilter basket with a dry cloth before starting. 2. Turn on the grinder. 3. Place the portafilter handle with basket underneath the dosing chamber. Place the handle on the portafilter rest of the grinder and begin to dose coffee into the basket by pulling the dosing lever toward you. 4. Fill the portafilter basket with ground coffee; there should be a mound or small hill of coffee in the basket. 5. Use a stir stick, the handle of a spoon or your clean finger to evenly spread the coffee in the basket. 6. Be sure that when evening out the ground coffee not to be wasteful. Work cleverly and cleanly. Tamp The ground coffee needs to be made into a puck or packed coffee, we do this by tamping. Tamping is to apply firm and even pressure on the dose, using the metal implement called the tamper. 1. With the portafilter steadily resting on the tamp mat, lightly use the tamper to push the coffee grounds into the basket. Do this evenly and steadily. 2. Use the tamper again, this time pressing harder and with more force, to compress the coffee. 3. Gently polish your ground coffee puck twice. 4. Wipe any excess grounds from the wings and rim of the portafilter. Mound of ground coffee Levelled ground coffee Wine has a few hundred flavour and aroma compounds, coffee has more than 800 flavour and aroma compounds creating the complexity and richness. 31

33 Pulling a Shot of Espresso 1.Run hot water through the group head on the espresso machine to get rid of loose coffee grounds and stabilise the water temperature. 2.Turn off the group head. 3.Insert the portafilter and immediately start the group head. Do not let the portafilter sit in the group head as this will burn the coffee grounds. Insert and immediately start. 4.Place the coffee cups under the portafilter. 5.Turn off the group head after 25 seconds. 6.There should be 30 ml of espresso in the coffee cup, 60 ml for a double shot and the espresso should have a golden brown crema head on top of it. 32

34 Espresso Rules Only grind enough coffee for the espresso shot you are making. Make sure the portafilter spouts are clean and free of grinds. Always wipe out the portafilter basket with a dry cloth after knocking out the previous espresso puck and before dosing a new shot. Problem One Problem Two Always use the tamp mat when tamping. Make sure the tamper is always dry, clean and free of grinds. Troubleshooting! Problem one Be careful to tamp consistently and evenly. Always run the group head (water) before inserting the portafilter. When the portafilter is inserted, start running the shot immediately. If the water does not begin right away, the coffee will burn. The espresso shot is running too slowly Grind is too fine Too much coffee was dosed Tamped too hard When serving an espresso to a Guest, always serve it with a glass of water. A single espresso is served in an espresso cup and a double espresso is served in a cappuccino cup.! Problem two The espresso shot is running too quickly Grind is too coarse Too little coffee was dosed Tamped too softly 33

35 2.3 Filter Coffee Automatic Drip Coffee Machine 1. Use freshly ground coffee at a medium grind. Cone Filters 2. Use a filter that properly fits your machine and pour cold water through your filter to remove any additives or remains that might taint your coffee. 3. Add roughly 8.5 g of ground coffee per one cup of water used. Whatever volumes of water you use, use a consistent ratio. 4. Add cold, clean, fresh water into the reservoir. 5. Allow for the machine to begin its process. Automatic Drip Coffee Machine 6. Once your coffee has brewed, don't leave it sitting on the hot plate for too long as it will burn the coffee. Get a Thermos in which to pour your fresh coffee and enjoy over time. It is very important to keep your drip machine very clean as this aids in creating your perfect cup of filter coffee. Filter Coffee 34

36 2.4 Plunger Coffee Coffee Bodum, Press Pot, French Press, Cafetière or Plunger 1. Use a coarse grind (coarser than what is used in the drip coffee machine) when brewing with a plunger. 2. Add roughly 8.5 g of ground coffee per cup of water used. Add hot water (just below boiling point) steadily, saturating all the grounds. 3. Quickly stir the slurry, aiding in complete extraction. 4. Add the plunger with the filter assembly, and start counting. For a small pot, a two or three-minute steep time would suit. For a larger model, stick with the four or fiveminute steep. 5. After the steep time is done, plunge down the filter. Grasp the handle firmly, and start pressing down in an even, controlled manner, always keeping the plunger rod absolutely straight. If it goes crooked, grounds will escape into the upper portion. 6. When pouring with a press pot, hold on to the lid so that it does not slide around or accidentally fall out. 35

37 2.5 Stove-Top Express Espresso Maker Mocha Pot, Moka Pot, Bialetti or the Stove-Top Espresso Maker 1. Remove the top part of the espresso maker. 2. Remove the filter funnel insert. 3. Fill the lower part of the stove-top espresso maker with cold, fresh water. Do not fill past the safety valve. 4. Fill the filter funnel with medium or filter ground coffee don t tamp or compress and level it to the top of the basket, ensuring you have an even layer of coffee in the basket. 5. Put the filter funnel back into the lower part of the espresso maker. 6. Firmly screw the top part back onto the lower part. 7. Place the espresso maker onto the stove top. 8. Remove the espresso maker from the stove immediately once the top part of the espresso maker is full with coffee. 9. Pour immediately into a cup do not allow it to sit longer than is absolutely necessary. 36

38 2.6 Milk Types of Milk Texturising Milk Whole milk this is full-cream milk, straight from the cow with a 3.5% milk fat content. This is recommended as the steaming milk for coffees. Low-fat milk this is a milk available with a 1% to 2% milk fat content, often used in skinny cappuccinos. Skimmed milk this is where there is less than 0.5% milk fat, as some call it non-fat milk. Soy milk this is made from soybeans and has a similar consistency to milk, and is used as a substitute for people who that cannot drink milk for certain health reasons. Heavy Texture LightTexture Thin Texture The aim is to have thick, aerated, hot milk (65 ºC) with micro-foam. 37

39 Heating Stretching 1. Start with cold, fresh milk and a cold, clean milk-frothing pitcher. Only fill the pitcher halfway. 2. Purge the steam wand turn it on and off and clean with the steam wand cloth. 3. Place the tip of the steam wand 0.5 cm below the surface of the milk and slightly off-centre. 4. Position your hand to securely hold the pitcher and ensure that your palm is able to act as your thermometer. 5. Turn on the steam wand to full pressure. 6. Tilt the pitcher so that the hot air bounces off the side of the pitcher and creates a swirling movement of aerated milk. 7. The nozzle should sit just beneath the surface of the milk. You should hear a constant, gentle tick-tick sound. 8. As the milk increases in volume, gently draw the pitcher down to keep the wand tip just below the surface. The milk should start swirling at this stage too. 9. Stretch the milk until it is 40 or the same as your hand temperature, then cease stretching and continue the whirlpool action till you reach 65 or it s just too hot for your hand. 10. Once you have the volume of milk you need, stop stretching by sinking the steam wand into the milk. 11. You can steam until the pitcher is too hot to touch. Turn off the steam wand immediately. 38

40 Pouring Milk When pouring the milk into the espresso, it is important to get the proportions right. This is dependent on the drink you are making. It is important that your milk is properly blended. Perfectly textured and poured milk will always look smooth, creamy, and be free from visible bubbles. Milk Rules 1. Split the milk into two jugs to allow equal amounts of foam. 2. Start high aim to pierce the crema with a thinnish stream of milk. 3. Get in closer pour close to the coffee with a thicker steady stream of milk if you can pour water into a cup in a solid, steady stream, you can pour latte art! Always use fresh, cold milk. Always use a clean, cold milk pitcher. Purge and wipe the steam wand before and after each use. Stretch and swirl the milk to perfectly texturise it. Pour continuously in a steady stream. Never reheat milk. 4. Move up, using a thinner stream again in preparation for finishing. 5. Cut off the side of the cup to cut your pattern in half. 39

41 LOBSTER INK COFFEE 1 Level 3

42 Recipes 3.1 Coffee Recipes The Americano The Espresso The Americano An Americano is a shot of espresso (usually a double shot) with hot water. When taking the order, remember to ask the Guest if they would like hot milk, cold milk, or no milk. The Cappuccino The Flat White The Latte The Macchiato ⅔ Hot Water + Espresso The Mocha The Bambinoccino 1. Begin by filling the mug up to ⅔ with hot water. 2. Run the single or double shot of espresso into the cup with the hot water in it. 3. Top up with hot water if needed. Running the shot after filling with hot water allows the crema to stay intact. 4. Serve in a cup on a saucer with a teaspoon. * Please note that all of these diagrammes are based on a single shot of espresso. 41

43 The Cappuccino The Flat White A cappuccino consists of a shot of espresso with equal amounts of textured milk and foam. A flat white consists of a shot of espresso topped with steamed milk or foam. Espresso + ½ Steamed Milk + ½ Foam Espresso + ½ Steamed Milk OR ½ Foam 1. Begin with pulling a single or double shot of espresso into the cup. 2. Heat and texture the milk. 3. Split the frothed milk between two pitchers. 4. Pour equal amounts of the steamed milk and then foam into the espresso. 5. Serve in a cup on a saucer with a teaspoon. 1. Begin with pulling a single or double shot of espresso into the cup. 2. Heat and texture the milk; frothing the milk, creating as few bubbles as possible. 3. Swirl the milk to blend the steamed milk and foam thoroughly making a micro-foam. 4. Pour the micro-foam into the espresso. 5. Serve in a cup on a saucer with a teaspoon. * Please note that all of these diagrammes are based on a single shot of espresso. 42

44 The Latte The Macchiato A latte consists of a shot of espresso, filled with steamed milk, and topped off with a small amount of foamed milk. A macchiato is an espresso with a small amount of foam but some Guests may request a macchiato with lots of milk foam. or Espresso + Foam 2 Espresso + ¼ Steamed Milk + ¼ Foam 1. Run a single or double shot of espresso into a mug or latte glass. 2. Heat and texture the milk; frothing the milk. 3. Allow the steamed milk and foam to separate slightly. 4. Pour the steamed milk into the espresso controlling the flow of the foam. 5. Pour a small amount of foam onto the top of the drink. 6. Serve in a mug or latte glass on a saucer with a teaspoon or a longhandled teaspoon, if in a latte glass. 1. Run a single shot of espresso into an espresso cup or a double shot of espresso into a cappuccino cup. 2. Heat and texture the milk; frothing the milk. 3. Carefully spoon a small amount of foam onto the espresso to mark or stain the espresso, or if the other style is desired, pour an equal amount of foam into the cup. 4. Serve in a cup on a saucer with a teaspoon (cup) or a demitasse spoon (espresso cup). * Please note that all of these diagrammes are based on a single shot of espresso. 43

45 The Mocha The Bambinoccino A mocha is an espresso with added chocolate, hot water, steamed milk and foam. Traditionally a bambinoccino is milk foam with a small sprinkle of chocolate powder these are normally not charged for, however, the recipe shown here is a little different and your establishment may choose to charge a small fee for this. Espresso + Chocolate** + Hot Water + Steamed Milk + Foam ** Please note that hot chocolate is very establishment-dependent, as is the volume of powder, syrup or chips used. Chocolate + Steamed Milk + Foam ** Please note that hot chocolate is very establishment-dependent, as is the volume of powder, syrup or chips used. 1. Put the required amount of hot chocolate powder, syrup or chips into a mug or latte glass. 2. Add a small amount of hot water to the chocolate and blend. 3. Run a single or double shot of espresso onto the chocolate paste. 4. Heat and texture the milk; frothing the milk. 5. Split the milk between two pitchers. 6. Pour the frothed milk and foam into the espresso and chocolate mix. 7. Serve in a mug or latte glass, on a saucer with a teaspoon or long-handled spoon. * Please note that all of these diagrammes are based on a single shot of espresso. 1. Put the required amount of hot chocolate powder or chips into an espresso cup. 2. Heat and texture the milk; frothing the milk. 3. Split the milk between two pitchers. 4. Pour the frothed milk and foam into the espresso cups over the chocolate chips or powder. 5. Stir the chocolate into the milk froth. 6. Add some cold milk. 7. Top with spoonfuls of foam. 8. Garnish and serve in an espresso cup, on a saucer with a demitasse spoon. 44

46 Fundamental Steps for All Basic Recipes 1. Set the grind Wipe and clean the portafilter basket 3. Dose consistently 4. Tamp consistently Flush the group 2. head 6. Insert portafilter and pull shot immediately 7. Half fill the pitcher with cold milk Purge and wipe the steam wand 9. Heat and texture the milk 10. Purge and wipe the steam wand 11. Pour textured milk as recipe requires 45

47 3.2 Other Recipes The Frappuccino or Freezoccino Iced Coffee The iced coffee is a sugared, milky coffee with ice cubes added to it. A frappuccino, also known as a freezoccino, is a frozen coffee drink made in various ways either using espresso, a powder or flavoured ice cream. This recipe shown here is one way to make a frappuccino. Espresso + Sugar + Milk + Crushed Ice + Ice Cream Ice Cubes + Espresso + Sugar + Milk 1. Get a pilsener glass or a highball glass and ensure it is spotlessly clean and polished. 2. Pull a double espresso shot into a cup, add one teaspoon of sugar and leave it to cool. 3. Crush 1½ cups of ice. 4. Add a ¾ cup of cold milk of choice to the crushed ice in the blender. 5. Pour the sugared double espresso over the ice and milk. 6. Add one scoop of vanilla ice cream. 1. Get a pilsener glass or a highball glass and ensure it is spotlessly clean and polished. 2. Pull a double espresso shot into a coffee cup and add two teaspoons of sugar, stir well and leave it to cool. 3. Now pour the sugared double espresso and ¾ cup of cold milk of choice on top of the ice cubes. 4. Garnish as desired, and serve on a saucer with a long-handled teaspoon. 7. Blend all these ingredients together and pour into your polished glass. 8. Serve with a straw, a long-handled teaspoon and a saucer. 46

48 Hot Chocolate Horlicks Hot chocolate is establishment-dependent there is chocolate powder, chocolate chips or syrup, but generally the procedure is the same and the ingredients are standard. Horlicks is a hot drink that is a combination of wheat, malted barley and milk that finishes with a very malty and cereal-like taste. Chocolate + Steamed Milk + Foam 1. Take your latte or hot chocolate glass, and ensure that it is spotlessly clean and polished. 2. Spoon the required amount of chocolate powder, chips or syrup into your latte glass. 3. Add 20 ml of hot water and mix the chocolate and water until a chocolate paste is made. Alternatively, use 30 ml of chocolate syrup. 4. Heat and texture the milk; frothing the milk. 5. Allow the steamed milk and foam to separate slightly. 6. Pour the steamed milk onto the chocolate paste, controlling the flow of the foam. 7. Stir the chocolate into the heated milk, until it is all mixed in. 8. Top with foam and serve on a saucer with a long-handled teaspoon. Horlicks Powder + Hot Water + Steamed Milk and Foam 1. Take your mug or glass that is used to serve hot chocolate, lattes and other large hot drinks. Ensure that it is spotlessly clean and polished. 2. Spoon four teaspoons of Horlicks powder into your mug. 3. Add 50 ml of water and mix the Horlicks and water into a smooth paste. 4. Heat and texture the milk; frothing the milk. 5. Allow the steamed milk and foam to separate slightly. 6. Pour the steamed milk onto the Horlicks paste, controlling the flow of the foam. 7. Stir the paste into the heated milk, until all the paste is mixed in. 8. Top with foam and serve on a saucer with a long-handled teaspoon. 47

49 2.3 Latte Art The Fern, Leaf or Rosetta 1. Swirl the espresso in the cup, gently coating the side of the cup. 2. Hold the pitcher at a distance from the cup. 3. Move inwards and start pouring faster. 4. Gently pour the milk in the middle of the dark crema, being careful not to disturb it. 5. Once the cup is filled ¾ full, move to the back of the cup and start to rock the milk pitcher back and forth, slowly moving the pitcher towards you. 6. The fern pattern will move forward and fill the cup, and as the milk reaches the top of the cup, lift up and cut through, sweeping through the centre of the pattern quickly, creating the fern image. The Heart 1. Swirl the espresso in the cup, gently coating the side of the cup. 2. Hold the pitcher at a distance from the tilted cup. 3. Move inwards and start pouring faster. 4. Gently pour the milk in the middle of the dark crema, being careful not to disturb it. 5. Once the cup is filled ¾ full, start to shake out the froth from the top of the milk pitcher done by rocking your hand gently from side to side. Your wrist should always stay in the same position as well as aiming your pour in the same position. 6. When the cup is just about full, lift up at the end, sucking it in, and run the final pour through the centre of the circle, cutting the foam and creating the heart. 48

50 The Circle 1. Swirl the espresso in the cup, gently coating the side of the cup. 2. Hold the pitcher at a distance from the tilted cup. 3. Move inwards and start pouring faster. 4. Gently pour the milk in the middle of the dark crema, being careful not to disturb it. 5. Once the cup is filled ¾ full, start to shake out the froth from the top of the milk pitcher. This is done by rocking your hand gently from side to side. 6. Keep pouring until the cup is full and finish in the centre of the cup. A perfect white circle with a dark espresso ring around it is the desired outcome. 49

51 LOBSTER INK COFFEE 1 Level 4

52 Advanced Techniques 4.1 Service Crockery and Glassware Every establishment will have different shapes, styles and sizes of crockery, but each piece of crockery has a specific function that will remain the same for the size and style that you have at your establishment. The cup and saucer The demitasse or espresso cup is the smallest of all the cups and is used to hold a single shot of espresso, the macchiato and the bambinoccino. Commonly, a double espresso would be served in a standard or cappuccino cup, but your establishment may serve a double espresso in a demitasse or espresso cup too. This cup is a miniature version of a standard 250 ml cup, and it holds approximately ml of liquid. This small cup needs to be served on a small saucer with a demitasse spoon. The standard, cappuccino or Americano cup which is larger than the demitasse cup, is used for the larger, longer beverages and normally recipes that contain more milk. The standard or cappuccino cup, needs to be served on a standard saucer with a teaspoon. The latte glass or mug is the largest of all the cups and mugs as it is meant to hold the most amount of liquid, such as lattes, hot chocolate or Horlicks. This can either be a large mug or it can be a glass. The latte glass needs to be served on a saucer with a long-handled teaspoon. No matter the selection of cups, mugs and glassware that you have at your establishment, know your different sizes of cups and know your establishment s standards for which cup, mug or glass is used for which style of coffee or hot beverage. Espresso or Demitasse Cup Cappuccino or Standard Cup Latte Glass Mug 51

53 The milk jug Ashtrays A small, spouted jug used to serve hot or cold milk. This jug should be placed down in front of the Guest when applicable and if it has a handle, the handle must be facing the Guest s right hand for ease and comfort to pour the milk as they desire. Be very aware of milk residues, and ensure that you use a clean milk jug after each use. An ashtray should be placed on the table when a Guest is about to light a cigarette. Anticipate the needs of your Guests, look out for lighters, cigarettes in pockets or on the table, and bring out a clean ashtray with their coffee. Ashtrays Ashtray service needs to be quick, sharp and efficient. Replacing a dirty ashtray using the two-ashtray method for open ashtrays, is easy and efficient. When removing an ashtray from your Guests table, the two-ashtray procedure needs to be followed in order to stop the ash in the dirty ashtray from blowing everywhere and making a huge mess! Milk Jug Sugar Bowl 1. Take a clean ashtray, place it on top of the dirty one. The sugar bowl A small bowl that holds sugar. Be aware of the hygiene of these bowls as clumps, ants and other dirt can make their way into the sugar bowls if you simply restock them each time without cleaning them. 2. Remove both of them from the table. 3. Use the clean one on top to replace the dirty one. 4. Place a service cloth over the dirty ashtray to prevent the ash from blowing all over the Guest and others. If your establishment uses closed ashtrays, add 1 cm of water or some ice to the bottom of the ashtray bowl, this allows for the ash and cigarette butts to be contained and extinguished with little smoke or mess. 52

54 Crockery and glassware hints and tips Never stack the cups, mugs, glasses, milk jugs or sugar bowls. The weak point the rim takes on extra pressure when this is done and will cause the pieces to chip and crack. Once there is a chip or crack in a piece of crockery or glassware, the item needs to be taken out of stock, and thrown away as these chips and cracks harbour dirt and grime and looks really unsightly. Be aware of the noise crockery makes. Crockery is a hard object that, when handled badly, placed on top of one another, or on top of other hard surfaces, makes a really loud noise. Be aware of this and handle crockery delicately and with caution when clearing tables or packing crockery away. Every single piece of crockery and glassware needs to be spotlessly clean and polished. Only clean your crockery with hot water. The reason behind this is because some cleaning agents may leave a particular taste in the cup or mug and the Guests may pick up on it when trying to enjoy their beverage. Use a white, spotlessly clean service cloth. A white service cloth is useful as you can perfectly see that it is clean and hygienic and that all crockery cleaned will have been cleaned in a hygienic manner. As important as a clean establishment, is ensuring your crockery is absolutely spotless and hygienic at all times. Never place or store crockery or glassware on the ground. No matter the location or the stress of service, crockery is never to be placed on the floor but rather on a raised surface such as a table or stand. This is one way to ensure cleanliness and good practice with handling crockery and glassware. Carry smaller crockery items on a tray to prevent dropping or mishandling them. It looks more professional, and it is easier and more effective, so be sure to make use of your tray. 53

55 Cutlery and Silverware Cutlery for sugar bowls Every hot beverage needs to be served with a spoon, this is so that a Guest can stir in their desired sugar, honey or milk. Always serve your hot beverages on a saucer with the appropriate spoon ensuring that the shape and size of the spoon used is in proportion to the shape and size of the cup used. When these spoons are served with hot beverages, it is best to place them on the saucer, behind the cup, with the handle facing the Guest s right hand. Spoons The demitasse spoon is smaller than the teaspoon, and should be used when serving espressos. An espresso cup is the smallest of the cups and hence the demitasse spoon is in proportion to the small cup and small saucer. Demitasse spoons can also be used to accompany small sugar bowls. If you do not have a demitasse spoon, serve the espresso with a teaspoon rather than serving the espresso with no spoon at all. The teaspoon is the most standard item of cutlery at all establishments and this spoon, in beverage service, is used when serving tea, coffee and other hot beverages in standard cups and mugs. The teaspoon is rather versatile as it can often be used as the substitute for the demitasse or long-handled teaspoon, " if needs be. The long-handled teaspoon is a spoon that is shaped the same as a teaspoon except it has a long handle. The long handle is perfect when used with the latte and hot chocolate glass, as it has the ability to reach down to the bottom of the glass and stir effectively. You need to ensure that no matter what type of sugar is in your sugar bowls, you always serve your sugar bowls with appropriate cutlery. Tongs used when sugar cubes are served. Demitasse spoons used for small bowls with granular sugar. Teaspoons used for larger bowls of granular sugar. Sugar Tongs If you have sugar and sweeteners in packets at your establishment, be sure they are neatly displayed and stocked with all the options. Polishing cutlery 1. Wash your hands. 2. Clean the surface with an all-purpose cleaner. Place the cutlery on this clean surface. 3. Take boiling water and add a capful of white vinegar per one litre of water. Polishing Cutlery 4. Place the cutlery in the solution, bring it out and clean it. 5. Polish the cutlery using your clean, white service cloth. Never touch the cutlery again with your fingers as you will make fingerprints. 6. Place the cutlery down on a tray with another clean service cloth on it, placing it down using the polishing cloth. Never store your cutlery or silverware on top of the coffee machine or leave it out, as this gathers dirt and grime. 54

56 Trays Rules when using a tray Trays come in all shapes and sizes, and serving from trays requires lots of practice and lots of concentration, but used correctly they can serve the purpose of a runner or someone serving right next to you. The way in which you prepare your tray is vitally important. The first task is to ensure the cleanliness and hygiene of your tray. You need to ensure that the top and bottom of the tray is perfectly clean and polished and dressed with a clean, neatly folded white service cloth with the hems folded in, or tray liners. This not only looks clean and neat, but it prolongs the life of trays as well as soaking up spilled beverages, which can then easily be replaced if this does occur. Always use a tray when handling cutlery and small items these should never be carried in your hands whether you are bringing it to the table, or taking it away from the table. The three types of trays A display tray where beverages and accompaniments are presented on the tray which is placed in front of the Guest. A service tray beverages are taken from the tray and placed onto the table. A large tray with handles used for the Buddy System for delivering to large tables of Guests and clearing large tables. Trays must never go over the head of the Guest, since they might knock it over and get hurt or get spilt on. Place heaviest items in the centre of the tray, holding the tray with a raised palm, using all five fingers to balance the tray. Place the handles of the items for your easy reach (right-handed handles to the right, lefthanded handles to the left) Remove the heaviest items from the tray first, and work your way clockwise, placing the lightest item down on the table last. Always place all items on the table for the Guest s easy reach and placement. The Buddy System Tray Positioning Tray Positioning Right-handed The Buddy System is a fantastic way to deal with the delivery of drinks and meals to large tables of Guests. The Buddy System involves getting a colleague to carry the tray to the table, (or hold the tray in the case of clearing tables) and stand neatly alongside the table, while you remove and serve the beverages from the tray to your Guests. 55

57 Hints and Tips to Taking an Order Ask yourself questions about the time of day, the occasion and the behaviour of your Guests. Ensure your station is spotless and well-stocked in order to meet all your Guests requirements. Make recommendations with your insight and product knowledge. Ask your Guests questions when taking the order: What style of coffee would you like? Would you like a single or double shot of espresso for that style? What kind and temperature of milk would you like (if applicable)? Approaching a table of Guests for the first time to offer beverages does not need to be a daunting process. Remember the following five steps, and you will be at ease when offering beverages to your Guests. 1. Approach the table and place yourself in a position near the ladies of the table. Remember to look for the gap in conversation as to not interrupt the Guests. 2. Once you have the Guests attention, make lots of eye contact and make your announcement. 3. Suggest to any familiar Guests their preferences, otherwise, ask a question such as: Ladies and gentleman may I recommend some cappuccinos for the table? Always take the ladies orders first. Try to ascertain who is having what and where they are seated if one person orders for a table. Always hand over thorough, accurate information if you take the order but are not placing the coffees down. This way you and your colleague can be efficient and provide a professional service. 4. If the Guests are new or they do not have any special preferences, be sure to explain any menu items that you may recommend or that they question. 5. Write down the beverage order in the order of delivery, so that you give the correct beverages to the correct Guests, leaving no space for silly mistakes. 56

58 Tailoring Clearing Tailoring means to fit or adapt to the particular preferences or requirements of a person tailoring is finding out what a Guest s specific request would be and delivering on that request, consistently. There are a few keys to execute the art of tailoring effectively: Preparation familiarise yourself with what is possible at your establishment in terms of beverage requests going above and beyond what is on the menu. Understand what beverages are on offer by making notes of types and their flavours, as well as preparation methods and any other small facts that you can share with your Guests. Recommendation know the menu, making it easy to prepare a recommendation to give your Guests that suits their likes and perhaps the weather at the time. Delivery this is presenting the beverage, and being proud of what you are delivering to your Guest. However, never judge a Guest s way of enjoying their coffee or beverage there is no right or wrong way of drinking coffee. While Guests often enjoy the same beverage more or less at the same time of day, they may also have other favourites. Write these options down on the board to establish whether there is a pattern. This way, you can amaze the Guest with exceptionally tailored service when they next visit your establishment! It is your responsibility to keep the Guest s table neat, clean and tidy at all times. But along with that task of litter clearing or removing finished beverages, are two great ways to enhance your service delivery the five-minute rule and upselling. The five-minute rule offering another beverage within five minutes of the last one being finished. It must only take you five minutes between the Guest finishing their coffee and you having offered them another one. With this offer comes upselling this is when you offer a light meal or some other treat that they may enjoy with their beverage. Always ask the Guest when clearing, either verbally, for example: May I clear your cappuccino? Or gesture with an open hand and open body language, towards the finished beverage, implying whether you can remove the cup or mug. Whilst clearing the empty cups and mugs, the five-minute rule and upselling techniques can take place. Ask your Guest if they would like another coffee, ensuring you ask specific questions with your offer. Mr Jones, may I get you another cappuccino? If a Guest says yes to another coffee, ask if you could bring out the menu, and recommend some accompaniments to go with their coffee. By providing these other details about other items you have available, for example: John, may I offer you another latte and perhaps a slice of our freshly baked cheesecake? 57

59 Once you and your colleagues have served the last Guests for the day, and they have left the establishment or seating area, you may begin the following: 1. Clear all the tables and station areas and make sure all the chairs are pushed in neatly halfway under the tables or according to your establishment closing standards. 2. Place any of the used crockery and cutlery on trays to take to the kitchen for cleaning. Do this on a tray so that they are well-balanced and hence preventing breakage. 3. Clean all the tables, all the service areas and stations with a wet cloth and an allpurpose cleaner, and polish the tables so that they are ready for the next day s service. 4. Empty and clean all the ashtrays and replace in their designated areas. 5. Assist in cleaning the kitchen and also the storeroom, if needed. 6. Empty all of the rubbish bins from the service areas and ensure it is in the correct designated areas for disposal. 7. Be sure that all your equipment (especially your espresso machines) have been thoroughly cleaned and turned off, and all is set up and ready for another day of serving great coffee! 58

60 4.2 Coffee Service The Espresso Service Coffee service this is what makes up the winning formula in providing Guests with an exceptional coffee experience. There are some very important points that you need to remember with every single beverage that you serve: Efficiency whether it is a seated order or a takeaway. This needs to be a quick process! Neat, no spills. Service with a smile. All required or requested accompaniments. Meeting special requests. Consistency. Handling complaints and miscommunications. Espresso Timeline There is vital importance in the time that it takes between pulling a shot of espresso and delivering it to the Guest. Time affects an espresso in two very drastic ways consistency and temperature. It needs to take no more than one minute between the time that the espresso has been pulled to the time that it gets to the Guest s table. The reason for this is that we need the espresso to be served as hot as possible and the colder the temperature gets the more the crema dissipates and the espresso loses consistency. 59

61 Turkish Coffee Turkish coffee or kahve is traditionally a real symbol of friendship in the Turkish culture. We need to ensure that the tradition is present, yet serve the coffee in a classic way. A few things to know and to remember when offering and then serving Turkish coffee: Turkish coffee is made in a Turkish coffee pot and served in small cups on a matching saucer. Turkish Coffee The Turkish coffee pot is specifically designed to make this type of coffee. There is a long handle, useful to avoid burning hands, and the brim is designed to elegantly serve this coffee at the table. When taking an order for a Turkish coffee, we need to ask our Guest how much sugar is desired. There are three words which we could learn in order to traditionally serve our Guests. These words are used to describe the levels of sweetness: Turkish Delight Levels of Sweetness 60

62 To sweeten this coffee with sugar is an adaption to traditional Turkish coffee. Traditionally there was no sugar added, but it was accompanied by something sweet to eat or drink before or after the coffee, such as sweetened fruit juices, fruit preserves, Turkish delight, halva and other confectioneries. A Turkish coffee is served with a glass of water on the side, but unless requested, should never be served with milk or cream. Halva Plunger Coffee Service The plunger is a very hot item, and should be placed in the centre of the tray. This then needs to be placed down first in front of the Guest, followed by the milk jug, the sugar and the cup, saucer and teaspoon. Be sure to ask your Guest whether they would like you to plunge their coffee, along with communicating the time that it has steeped for. Confectionaries 1. Remove the coffee plunger from the tray. 2. Place the milk jug down on the table, with the handle facing the Guest s right hand. 3. Place the sugar bowl down onto the table, and remove the lid, if there is one. 4. Set the cup, saucer and teaspoon down on the table this is the last item as it is light and easy to move position it in the correct way for the Guest s easy reach, with the ear of the cup and the handle of the teaspoon facing the Guest s right hand. 5. Ask your Guest if you can plunge their coffee for them, and then plunge it if they require. 6. Invite your Guest to enjoy their freshly brewed coffee. 61

63 Tea Service Accompaniments 1. Collect all your required equipment; teapot, cup and saucer, sugar, milk jug and teaspoon. Ensure that they are all spotlessly clean and polished. 2. Place boiling water into the teapot and leave it to stand. This is done to heat up the teapot itself, so that when new boiling water is placed in the teapot ready to brew the tea, the coldness of the teapot does not lower the temperature of the water. This way Guests get hot, freshly brewed tea. 3. Set up your tray correctly, logically set out, with all handles facing the right for your easy reach and placement. 4. Empty the hot water from the teapot and place one or two tea bags (depending on the size of the teapot) in your pot. 5. Now add newly boiled water to the teapot, pouring it over the tea bags. 6. Close the lid of the teapot, place it on the tray and serve to your Guests. The hot pot of tea is the most dangerous and heaviest item on your tray, hence you need to be very cautious with this service. Be sure to serve this first! Place the tea and all its accompaniments in front of the Guest, with all the handles to the right, allowing the Guest to serve themself. Accompaniment the collective term used for the things that are supplementary to or complement something else, such as milk, sugar, biscuits and other sweet treats that add another element to coffee that Guests may thoroughly enjoy. When placing any of these accompaniments down on the table, be aware of their placement, being careful not to make them an obstruction on the table, while being within easy reach for our Guests. White sugar commonly known as sucrose. This is a highly refined and chemical product. Brown sugar sucrose with a small amount of molasses present. This gives this sugar its brown colour. Sweetener the artificial sweetener. This is a synthetic sugar substitute, making food and beverages taste sweet but without the added calories. Artificial sweeteners are also known as intense sweeteners because they are many times sweeter than regular sugar. Guests will allow the tea to steep for as long as they desire communicate to the Guest the amount of time the tea has steeped thus far. Be sure to have honey close by, and lemon wedges, especially when serving herbal teas, as many Guests enjoy honey instead of sugar with their tea, as well as adding some fresh lemon. 62

64 Biscuits typically a small round cake of bread that is given to our Guests as a complimentary treat for them to enjoy with their coffee. If it is standard, ensure that the kitchen has prepared these biscuits before the start of service, as well as asking the bakers questions about the biscuits so that, if your Guests were to ask about them, you have knowledge of what the biscuit is. Bonbons and other sweet treats a bonbon is a piece of candy, often covered in chocolate, that can be served with a cup of coffee or tea. Other sweet treats such as chocolates, ganaches, fudge, Turkish delight or any other type of small, sweet delicacy needs to be beautifully presented on a board or tray, or perhaps on the saucer with the coffee cup. Chocolate powder professionally decorating a cup of coffee is always welcomed, and a hint of chocolate powder added to the foamed milk will often be thoroughly enjoyed. So be sure to know what the standard is at your establishment for placing a sprinkle, dusting or line of chocolate powder on top of your coffee, as well as which coffees require this and which do not. 63

65 4.3 Stock Control Par Levels and Stock Levels There is no use in having a wonderful menu complete with a wide range of drinks and accompaniments, and as the Guest places an order, you realise that there is no longer stock of those particular items either because they have not been ordered, or because they have run out. So, before each service, we need to take a detailed look at our stock levels of all items and find out of which items we do not have stock. This way you can inform your Guests as they arrive and hence eliminate the chance of disappointment when they order and are told that that beverage is not available. At the same time, an order can be placed immediately, ensuring that the nearly finished items are replenished. Never leave it until you have completely run out to order again. Always keep your stock levels at a certain par. This is called par levels of stock having just enough produce and supplies to get you through the next several days. The only time that you should accidentally run out of stock is if deliveries are stopped for some unforeseen reason or if there was an unexpected flow of Guests that depleted your stock. 64

66 Ordering and Freshness Coffee tastes best when it is kept in whole-bean form. This way less of the bean is exposed to its enemies and it stores much better as a whole bean. These whole beans, once roasted, stay fresh for up to four to six weeks after this the coffee beans will start to taste stale. The suggested procedure would be to order when you are down to two weeks stock, allowing for a week s delivery this will ensure you re always using coffee that is, at most, a week to four weeks old, making the coffee that you grind to order, fresh and delicious. Remember to always order whole beans rather than pre-ground coffee; grinding it as orders are placed. Never store your coffee in the fridge, in the sun or in damp and oxygenated areas that could affect the taste and freshness of the coffee. Airtight containers in dark, dry environments are what coffee beans love best! Coffee is not at its best until it has aged slightly allowing CO2 to be released from the bean, causing a less sour taste to the coffee. 65

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