COFFEE, WINE, AND PROVISIONS SHOP TRAINING GUIDE

COFFEE, WINE, AND PROVISIONS SHOP TRAINING GUIDE

Every Day Tasks Responsibilities You will be responsible for: Making and serving coffee, teas, and other beverages Measuring and selling prepared meals Displaying and selling bakery items Stocking wine, beer, and spirits Being knowledgeable about wines Opening and/or closing Keeping the shop tidy and clean Opening and Closing Opening Procedures Turn on lights, check light bulbs, replace any that are out While preparing for opening, keep a few lights on; turn on all once officially open Adjust room temperature In the summer, the temp should be kept on cool at all times Check temps on all refrigeration (fridge: 40, freezer -25) Turn on music Empty airpots Every night, all airpots are filled with water and left to soak Brew coffees Brew a full French Roast, ½ Costa Rica, no decaf (unless many customers come in looking for it; offer a decaf Americano--it tastes the same) Make cold brew or finish cold brew and clean unit (if necessary) A note will be left to either make or finish cold brew the night before Check dairy supply and restock (via kitchen) Dairy supplies can be found in the basement walk-in (second door) Fill milk carafes, begin milk log 2

Check espresso shot time (23-28 seconds) Fill ice bin (via kitchen) There is an ice bucket and ice machine in the kitchen; always bring the ice bucket back to the kitchen after filling the bin Brew Iced Teas (black, lemon ginger) Black tea must be brewed every day; lemon ginger should be brewed as needed Brew chai concentrate and put date of brew on tape (if necessary) Chai is to be brewed dumped after two days (at night), so if there is not any in the fridge it needs to be made; always put a piece of tape or sticky note with the brew date on container Make lemonade (if necessary) Prepare condiment station Cut lemons, unwrap simple syrup, place milk carafes Check for general cleanliness Restock beer/wine/spirits A note will be left the night before of things that need to be brought up from the basement Unwrap food Check mocha pump The pump clogs easily; it should be easily pushed and should be a thick, steady stream--if this is not the case try to unclog it (if the clog is not too bad pushing it all the way down a few times; also try leaving on top of espresso machine to heat the chocolate; if clog persists, must be taken apart and unclogged) Get laptop from Hostess Stand Towel for espresso machine A wet towel should be kept for the steaming wands and used ONLY to wipe the steaming wand Prepare sanitizer 3

Use a sanitizer tablet (found in drawer under brewers) and fill the designated bucket with warm water; use throughout the day to clean Count bank $200 If the financials are over, make a note saying how much cash is in the register; if it is under, make a note and contact a manager Put up open signs One outside the front door (hang on nail); one near the street on Coffee/Wine/Prov sign (DO NOT CLOSE THE HOOKS, THEY ARE IMPOSSIBLE TO UNSCREW!) Fill dishwasher Check that dishwasher was emptied the previous night; if so, use fill button (holding for about 40-60 seconds) to fill washer with water Closing Procedures: Turn down thermostats In the summer, the temp should be kept on cool at all times Wash counters using granite cleaner Cover food with cling wrap Make restock list for morning Note any wines, beers, spirits, beverages, and coffee supplies that needs to come up from the basement the next morning Check temps on all refrigeration (fridge: 40, freezer: -25) Fill airpots with water Every airpot should be completely filled with hot water (use brewers without coffee grinds) and left to soak over night Make cold brew or finish cold brew and clean maker (if necessary) A note will be left to either make or finish cold brew the night before Dump black iced tea Dump chai (if necessary) Chai tea is to be made every two days; check date brewed and dump out if necessary Clean glass units 4

Pour cold brew, lemonade, and lemon ginger into containers; (put cold brew back into unit DO NOT THROW AWAY!; keep lemonade and lemon ginger in separate containers and leave overnight in fridge) Put carafes, milk pitchers, coffee cups, mixing cup, cappuccino spoon, containers, etc. through dishwasher (NOT ESPRESSO THERMOMETERS!!!) Leave carafes in freezer overnight Take apart and clean espresso portafilters Pop off the covers and clean/scrub each part of the portafilter Clean espresso machine Remove all items from the top of the machine, wipe down and put all items back Remove grate and put through dishwasher; Use soap and water to clean the drip tray, getting rid of all espresso grinds Fill milk pitchers with water, put under steaming wands, and lift steaming lever; after 1-2 minutes, turn off steaming wands; leave the pitchers (filled with water) overnight to let the wands soak Cover syrups with cling wrap Wrap food in cling Empty trash bins and bring to dumpster; put new bags in trash bins Break down empty cardboard boxes and bring out to recycling Empty and drain dishwasher Remove all items from the dishwasher, leave to dry Drain the dishwasher (using drain button) Remove any items that have fallen to bottom of machine, Clean out dishwasher filter and put back Mop and sweep the floors Turn off music Leave notes for the morning Questions, concerns, general notes about the day, things that need preparation for the next day, make a note of whether the financials were correct or not 5

Leave pastries overnight (Paige will pick up in the am) Bring in open signs Bring laptop to restaurant (hostess stand) Close out all open checks Run financials and prepare report (always short the deposit, leave drawer at $200) *A manager will need to be present for this* Make sure you have 50+ $1 s, 20+ $5 s, and plenty of coins Things to do Throughout the Day Side Tasks: Clean and organize shelves below counter Stock alcohol and coffee cups/lids/sleeves Wipe down condiment table with sanitizer Stock sugar, straws, stirrers, napkins from condiment table Wipe down counters Clean espresso bar area Fill ice bin Sweep floors Clean and organize back closet Clean bathroom Organize basement; empty and throw away boxes 6

Coffee & Tea Making Coffee: Use designated plastic container or coffee filter to measure out coffee beans; 3.70 oz for a half pot, 6.80 oz for a full pot. Be sure to tare/zero-out your container/filter before measuring coffee beans. Pour beans into top of grinder and close cover; the grinder should be set to DRIP. Place coffee filter under grinding spout, depressing the metal tab in the back. Press start. If the grinds are not coming out well, lift the cleaning lever. Once the coffee is fully ground, turn off the machine. DO NOT PUT GROUND COFFEE THROUGH THE GRINDER!!! IT WILL RUIN THE MACHINE!!! Put coffee-filled filter into brew basket and replace in holder. Select either FULL or HALF/TEA, pushing button until you hear a click. After coffee has fully brewed, open cover and lift gray stopper to keep coffee hot. In the mornings, customers tend to want the darker roast (French Roast), so brew a full pot of French, and a half pot of the Costa Rica first thing in the morning. Making Iced Tea: In the mornings you will make tea; we brew black tea, ginger lemon, and chai concentrate. Black tea is to be made every day, ginger lemon is to be made as needed, and chai concentrate is to be made every two days. Directions for making each tea are in the white binder. All iced teas should be brewed in the TEA brew basket (green handle) using a filter. 7

Using the Espresso Machine: Espresso Shot To make espresso drinks, grind the correct amount of espresso into the portafilter. Most drinks use a double shot, unless the customer requests a single shot. Decaf espresso is pre-ground; use 4 spoonfuls of the decaf per double shot. All decaf drinks should be made with two double shots. The perfect espresso shot extraction will last between 23 and 28 seconds. If this is not the case, the espresso grinder will need to be adjusted. After grinding espresso or placing decaf espresso in the portafilter, shake the grinds to distribute evenly. Place the portafilter on the edge of the counter and use the tamp to press the grinds. To tamp, hold your elbow at a 90 degree angle, apply 30 lbs of pressure (put your shoulder into it), and twist. Place the tamped portafilter in the grouphead and place a coffee cup beneath. For a single shot, use one of the two buttons on the left (single cup button), and for a double shot, use one of the two buttons on the right (double cup button). The middle button will run water through to clean the grouphead. After extracting the shot, you have 10-15 seconds before the shot will expire, so any milk products should be steamed before your shot finishes. Adjusting the Espresso Grinder Start by pushing in the black plastic gate To adjust in either direction, push down the silver tab (it should stay down), then turn the adjusting ring left or right; you should hear a click To make the extraction shorter turn the ring clockwise; to make it longer, turn the ring counter clockwise Adjust one or two clicks in either direction, then pull out the gate and push the double shot button If the extraction time is correct after this, you are done; if not adjust again until the shot is between 23 and 28 seconds 8

Steaming and Foaming Milk To make a latte, use steamed milk; to make a cappuccino or macchiato, use foamed milk. To steam milk, fill the pitcher with the amount milk you need, and put a thermometer on the side of the pitcher. (The thermometer should calibrate in cold milk at about 50 degrees.) Hold the pitcher so that the steam wand is at the bottom of the pitcher. Pull the steaming lever all the way up. If you hear a screeching sound, aerate the wand. Continue steaming until the thermometer reaches 135 degrees. Upon taking the milk pitcher away, immediately wipe the wand with a water-saturated rag. To foam milk, fill the pitcher with the amount of milk you need, and put a thermometer on the side of the pitcher. Hold the pitcher so that the head of the steam wand is just below the top level of the milk. Pull the steaming lever all the way up. As the milk begins to foam and rise, keep the steam wand head just below the top level of the milk. Once the foam has reached the top of the pitcher, hold so that the steam wand is fully in the milk until the temperature reaches 135 degrees. Upon taking the milk pitcher away, immediately wipe the wand with a water-saturated rag. 9

Drink Recipes Cappuccino: 2 shots for all sizes except the 32oz iced 4 shots for the 32 oz iced Hot 1. Steam milk a. Hear tear sound for 10-15 seconds b. Stop steam at 135 degrees c. Tap milk pitcher but don t swirl 2. Pull shots of espresso and pour into cup 3. Scoop foam over shots until cup is halfway full 4. Free pour the rest of the milk i. extra dry cappuccino: ¾ foam, ¼ milk ii. wet cappuccino: ¼ foam, ¾ milk Iced (same as latte)* 1. Fill cup with ¾ ice 2. Pour ½ milk 3. Pour shots into cup 4. Pour rest of the milk *Some customers will want you to foam the milk* Latte: 2 shots for all sizes except the 32oz iced 4 shots for the 32 oz iced Hot 1. Steam milk a. Hear tear sound for 3-5 seconds b. Stop steam at 135 degrees c. Tap milk pitcher and swirl pitcher 2. 2. Pull shots of espresso and pour into cup 3. Free pour milk into cup Iced 1. Fill cup with ¾ ice 2. Pour ½ milk 3. Pour shots into cup 4. Pour rest of the milk 10

Americano: 2 shots for all sizes except the 32oz iced 4 shots for the 32 oz iced Hot: 1. Pull two shots of espresso 2. Pour hot water over shots (use hot water spigot from brewer) Iced: 2 shots for 20/24oz, 4 shots for 32oz 1. Fill cup with ice, pour cold water from sink into cup (about halfway) 2. Pour shots in 3. Fill rest of cup with cold water Flavored Drinks 1. Cover bottom of cup with syrup (about 4 seconds) *Add chocolate pumps to milk before steaming* 2. Pull espresso shots and pour into cup 3. Pour milk/water Decaf Always double the decaf shot for flavor Chai: Hot: 1. Fill cup with ½ chai concentrate, ½ milk choice 2. Pour into milk steamer and steam like a latte (see latte directions) 3. Pour into cup Iced: 1. Fill cup with ¾ ice 2. Fill cup with ¾ chai concentrate 3. Fill ¼ cup with milk choice 11

Macchiato: 2 shots of espresso in a cup 1 scoop of foam on top To be served in espresso-sized cup Cortado: 2 shots of espresso in a cup Fill with milk (no foam) To be served in espresso-sized cup Other Beverages Single-Serving Tea To make single-serving tea, use the loose leaf teas and a tea bag (found in drawer below brewers). Each tea will specify the amount of leaves to be used on the container (example). Fill the tea bag with the appropriate amount and twist the top. Fill a 16 oz cup with hot water and immerse the tea bag in water, draping the twisted end over the edge of the cup. Do not let the tea bag fall into the cup. Making Lemonade To make a half gallon of lemonade, follow this recipe; to make a gallon, double it. Measure out ½ cup of sugar and ½ cup of hot water. Stir until the sugar is dissolved to make simple syrup. Fresh-squeeze 1 cup of lemon juice using the juicer; 1 cup of juice tends to be about 6 lemons. Combine the syrup and lemon juice in a pitcher. Fill the pitcher with cold water to 2 quarts. 12

Food Prepared Meals Prepared meals will come from the kitchen. Whenever food appears to be running low, use the food order sheet for replacement. Items sold by pound should be measured out; after this is done, use the displayed weight to put into Revel when prompted. Always wear gloves or use the provided serving utensils to serve food. Pastries Pastries will be brought over in the morning by Paige. They will need to be displayed nicely and extras will need to be stored in the back. Items that have nuts in them should be kept in a separate dome or on a separate plate. At night, pastries should be prepared to go to Paige in the morning--muffins, scones, monkey bread, scones, tarts, etc. should be placed on one platter (will be sold as Day Olds ). Breads and cookies can last for another day. Be sure to wrap all pastries in cling at night. Allergies Many food allergies can be life-threatening so it is important to inform your customer of possible contamination! Inform your customer that all items are made in a kitchen that processes nuts. The pastry chef, Paige, is very allergy conscious, however, this does not guarantee that there was no cross-contamination. All ingredients are in the system. Give your customer as much information as possible, and let your customer make an informed decision. Retail Coffee Beans The Wine and Provisions store also sells Fazenda coffee beans. If a customer would like to purchase retail coffee, always offer to grind the coffee for them. 13

Revel Systems Ringing in Order Employees each have a password to enter Revel. You will take orders of coffee, wine, beer, spirits, food, pastries, etc. through the main screen. For wine, beer, and spirits, use the scanner. If this does not work or an item does not have a bar code, search for the item in order to add it to an order. There are buttons for food, drinks, gift cards, and retail bags. Simply tap on the item you want and it will be added to the order. Drinks can be found under COFFEE AND TEA. There are 5 subcategories: COFFEE, TEA, ESPRESSO, OTHER, and EXTRA; each of these categories has labeled products. In OTHER, you will find chai, hot chocolate, lemonade, and milk. The EXTRA category is for when orders include flavored syrup, an extra shot of espresso, soy milk, or almond milk. Food can be found in the RETAIL FOOD category. There are 4 subcategories; Fazenda (for retail coffee beans), PREPARED MEALS, BAKERY, and OTHER. Many prepared meal items are bought by pound; when you tap on an item, Revel may ask you to enter the weight, which will be displayed on the scale. Other items, like bottled water and ginger beer, can be found in the NON- ALCOHOLIC BEVERAGES and MIXERS sections. Checking Out When order is complete, tap Pay. Customers can pay via credit/debit, cash, or gift card. Credit To pay with a credit or debit card, tap the Credit option and swipe the card through the scanner when prompted. Ask the customer to sign with their finger and always ask if they would like a receipt. 14

Cash A customer may also pay with cash. Tap Cash to open the drawer. If the customer will need change, enter the amount they are paying with before tapping Cash. The correct amount of change will display in the top right corner. You cannot go back to see how much change is needed after you tap Cash. Gift Cards A customer may also pay with a gift card. Tap Gift Card and swipe it through the scanner when prompted. Receipts and Completing the Order Inquire about if the customer is or would like to be part of our system. If the customer is already in the system, add them to the order before or after checking out (before tapping Done ). Ask if the customer would like a receipt; it can be printed or emailed. Once the order is complete tap Done. Purchasing Gift Cards Gift cards are available for purchase at the Wine and Provisions store; they can be used for both the store and the restaurant. Find the button labeled GIFT CERTIFICATES and select the customers desired amount. If their desired amount is not in the system, offer the next closest amount or contact a manager. After amount has been added to the order, check out. Tap Pay and have customer pay as they so desire. If they use a credit/debit card, be sure the customer signs. Ask if the customer would like a receipt (printed or emailed). Revel will prompt you to add amount to a blank gift card. BE SURE TO DO THIS SLOWLY AND CORRECTLY! If you are doing more than one gift card at a time, keep all separate so you do not put multiple amounts on one card. If this occurs, contact a manager. After finishing the transaction, place each gift card in the To/From holder, writing down the amount on the card, and put in an envelope. 15

Adding Customers to the System The benefits of being in the Heritage system are keeping track of previous orders (if a customer cannot remember a wine or other product they purchased, it can be looked up via their name), easier ability to have receipts emailed, and being added to our email system (optional). To add a customer, tap Customer at the top of the screen, then tap Add New. Enter the customer s first and last name and their email address (optional). Tap Done. To associate a customer with their order tap, search their name and tap To Order. Refunds and Exchanges If a customer is ever dissatisfied with a product they bought, they can get a refund. To do this: Tap Orders Tap Find Orders by Credit Card Enter the last 4 digits of the credit card and search Tap on the order that needs to be refunded and tap on the product the customer would like to refund Tap Return Item(s) or Exchange Item(s) and tap OK Enter a reason and tap OK If you have questions or issues, contact a manager Items Not in System If an item cannot be found in the system you will have to Add Extra Item. This option is found at the bottom left corner of the screen. Tap Add Extra Item, and when prompted add the name of the item and the price. Make a note for a manager about any missing items. 16

Printing Labels Labels for wine, beer, and spirits are printed through Revel. To print, search for the item in the system and tap on it when found--it will appear in a new order. Tap on the item; a new screen will appear on the right. Tap Print Label, changing the quantity according to how many labels you need. Tap Cancel Order once completed. Troubleshooting If any other issues arise, use Revel System s website to try and solve the problem or contact them by phone (607-621-4215). 17

Wine, Beer, Spirits As your employment progresses, you will begin to learn about the wines, beers, and spirits in our inventory. If a customer is ever looking for a wine that you cannot help them with, contact Bernie (Wine and Beverage Director) or Jen (owner). Hours In Massachusetts, alcohol can only be sold during certain times: Mon - Sat: 8am - 10pm, Sun: 12pm - 6pm Stocking In the morning and throughout the day wines, beers, spirits, and other beverages will need to be restocked. This can all be found in the basement. Wines are organized by regions both on the floor and in the basement. Bring up specified bottles/cases, print labels, and put them in the appropriate areas. Any extra items that cannot fit on the shelves must return to the basement. Basement Organization You are responsible for keeping the basement organized. Wines must be put on the correct shelves, empty boxes must be broken down and brought to recycling, and all boxes need to be kept off the floor (on crates or other boxes). If anything is broken under your care, contact a manager. Deliveries Deliveries of wine/beer/spirits/beverages, Fazenda coffee, and Trimark supplies will occur. Wine, beer, spirits, and other beverages, must all be delivered to the basement. You are responsible for making sure the delivery person brings the products to the basement. If they refuse, you can refuse to sign for the delivery or carry the products down to the basement yourself. Make a note of what occurs for manager. Checking ID s If a customer appears to be 30 years old or under, you must ask to check their ID. 18