Barista

• Prepare and serve coffee beverages

• Maintain cleanliness of equipment and workspace

• Provide excellent customer service

• Assist with inventory management

Server

• Take customer orders

• Deliver food and beverages

• Ensure customer satisfaction

• Handle transactions

• Maintain cleanliness and orderliness in the dining area

Kitchen Staff

• Prepare food items according to recipes and standards

• Maintain kitchen cleanliness

• Follow health and safety protocols

• Collaborate with servers and baristas

Manager

• Oversee daily operations

• Manage and support staff

• Handle customer complaints

• Ensure compliance with policies and procedures

• Drive sales and performance goals

Cashier

• Process customer transactions accurately

• Handle cash and card payments

• Maintain a clean and organized checkout area

• Assist with customer inquiries and issues

Shift Supervisor

• Supervise staff during shifts

• Ensure smooth operation and workflow

• Assist with training and onboarding new employees

• Monitor inventory and supplies

Cleaner

• Maintain cleanliness of the cafe, including restrooms

• Ensure tables, floors, and other areas are clean and presentable

• Assist with waste disposal and recycling efforts

Punctuality

Employees are expected to arrive on time for their shifts and adhere to the scheduled hours. Consistent punctuality demonstrates reliability and respect for colleagues and customers.

• On-time arrivals

• Minimal unexcused absences

• Adherence to break schedules

Professionalism

Maintaining a professional demeanor at all times is essential. This includes appropriate attire, respectful communication, and adherence to cafe policies and procedures.

• Professional appearance

• Respectful interactions

• Compliance with policies

Teamwork

Collaboration and mutual support among staff members are crucial for smooth operations. Employees should work together to achieve common goals and assist each other when needed.

• Effective collaboration

• Willingness to assist

• Positive team interactions

Commitment to Quality

A dedication to maintaining high standards in service, food, and beverages. Employees should take pride in their work and strive for excellence in every task they perform.

• Consistent product quality

• Attention to detail

• Positive customer feedback

Customer Focus

Prioritizing the needs and satisfaction of customers is paramount. Employees should engage with customers positively, address their needs promptly, and ensure a pleasant dining experience.

• Positive customer interactions

• Prompt service

• Resolution of customer issues

Adaptability

The ability to adapt to changing situations and handle unexpected challenges with poise and efficiency. Employees should be flexible and open to new tasks and responsibilities.

• Ability to handle change

• Problem-solving skills

• Willingness to take on new tasks

Continuous Learning

A commitment to personal and professional growth through ongoing training and development. Employees should seek opportunities to improve their skills and knowledge related to their roles.

• Participation in training sessions

• Application of new skills

• Proactive learning

Opening Procedures

Ensuring the cafe is ready for business at the start of each day.

• Unlock doors

• Turn on lights and equipment

• Prepare coffee machines

• Set up dining area

• Review daily specials and stock levels

Closing Procedures

Properly shutting down the cafe at the end of the day to ensure cleanliness and readiness for the next day.

• Clean and sanitize all surfaces

• Turn off and clean equipment

• Secure inventory

• Dispose of trash

• Lock doors and set alarm

Inventory Management

Maintaining accurate records of stock levels and ordering supplies as needed to ensure the cafe runs smoothly.

• Conduct regular inventory checks

• Update inventory records

• Order supplies in advance

• Rotate stock to ensure freshness

Equipment Maintenance

Regularly maintaining equipment to ensure it operates efficiently and safely.

• Perform daily cleaning

• Schedule regular deep cleaning

• Report and repair any malfunctions

• Follow manufacturer’s maintenance guidelines

Customer Service Protocol

Ensuring every customer receives excellent service from arrival to departure.

• Greet customers promptly

• Take orders accurately

• Deliver food and beverages promptly

• Address customer feedback and concerns professionally

Cash Handling Procedures

Ensuring accurate and secure handling of cash and card transactions.

• Count cash drawer at start and end of shift

• Process transactions accurately Secure cash deposits

• Report discrepancies immediately

Cleanliness Standards

Maintaining a clean and welcoming environment throughout the cafe.

• Regularly clean tables, floors, and restrooms

• Follow a cleaning schedule for kitchen and dining areas

• Use proper cleaning and sanitation products

Proper Food Handling

Ensuring all food is prepared and stored safely to prevent contamination.

• Wash hands thoroughly before handling food

• Use gloves when necessary

• Store food at appropriate temperatures

• Prevent cross-contamination

Sanitation Practices

Maintaining a high standard of cleanliness in all areas of the cafe.

• Clean and sanitize work surfaces regularly

• Use appropriate cleaning products

• Dispose of waste properly

• Follow daily and weekly cleaning schedules

Personal Hygiene

Ensuring all staff maintain personal hygiene to prevent the spread of germs.

• Wear clean uniforms

• Wash hands regularly

• Keep hair tied back and covered

• Avoid handling food when ill

Emergency Procedures

Preparedness for handling emergencies to ensure the safety of staff and customers.

• Know the location of emergency exits and equipment

• Follow the emergency action plan

• Report any incidents immediately

• Participate in safety drills

Health and Safety Training

Ensuring all employees are trained in health and safety protocols to maintain a safe environment.

• Attend regular training sessions

• Stay updated with health and safety guidelines

• Apply safety practices in daily operations

Incident Reporting

Prompt reporting and documentation of any health and safety incidents.

• Report incidents to the manager immediately

• Document details of the incident

• Follow up on corrective actions

Safety Inspections

Regular inspections to ensure compliance with health and safety standards.

• Conduct routine checks of equipment and facilities

• Address any safety hazards

• Maintain records of inspections and actions taken

Greeting Customers

The initial interaction sets the tone for the customer's experience.

• Greet customers with a smile

• Use a friendly and welcoming tone

• Acknowledge customers promptly upon arrival

Listening to Needs

Understanding customers' needs and preferences is crucial for providing tailored service.

• Listen actively to customers

• Ask clarifying questions if needed

• Show genuine interest in their preferences

Responding Promptly

Timely responses to customer inquiries and requests demonstrate efficiency and attentiveness.

• Answer questions clearly and concisely

• Provide information promptly

• Ensure quick and efficient service

Showing Respect

Treating customers with respect and courtesy fosters a positive relationship and encourages loyalty.

• Use polite language

• Maintain eye contact

• Avoid interrupting or dismissing customer concerns

Creating a Welcoming Atmosphere

Ensuring customers feel comfortable and appreciated throughout their visit.

• Keep the dining area clean and inviting

• Offer assistance proactively

• Make customers feel valued and acknowledged

Exceeding Expectations

Going above and beyond to provide outstanding service.

• Personalize the customer experience

• Offer special promotions or recommendations

• Follow up to ensure satisfaction

Leaving a Lasting Impression

Ensuring customers leave with a positive memory of their visit.

• Thank customers for their visit

• Invite them to return

• Ensure their departure is as pleasant as their arrival

Listening to the Complaint

Allowing the customer to express their concerns without interruption.

• Listen attentively

• Show empathy and understanding

• Avoid interrupting or arguing

Acknowledging the Issue

Recognizing the customer's concern and validating their feelings.

• Apologize for any inconvenience caused

• Acknowledge the issue without making excuses

Investigating the Problem

Understanding the details of the complaint to determine the appropriate resolution.

• Ask questions to gather more information

• Verify the facts and details

• Take notes for reference

Offering a Solution

Providing a clear and fair solution to address the customer's complaint.

• Propose a resolution that meets the customer's needs

• Offer alternatives if necessary

• Ensure the solution is feasible and timely

Taking Action

Implementing the agreed-upon solution promptly and effectively.

• Take immediate steps to resolve the issue

• Communicate the actions taken to the customer

Following Up

Ensuring the customer is satisfied with the resolution and their experience.

• Check back with the customer to confirm satisfaction

• Thank them for bringing the issue to your attention

• Offer additional assistance if needed

Escalating if Necessary

Involving a manager if the complaint cannot be resolved at your level.

• Explain the situation to the manager

• Provide all relevant details and notes

• Ensure the customer feels their concern is being taken seriously

Company Overview

Introduction to [Your Company Name], its mission, values, and culture.

• Company history

• Mission and values

• Organizational structure

Job Functions

Detailed overview of the specific responsibilities and tasks for each role.

• Role-specific duties

• Daily tasks and expectations

• Performance standards

Customer Service Standards

Training on providing exceptional customer service and interacting with customers.

• Greeting and assisting customers

• Handling inquiries and complaints

• Ensuring customer satisfaction

Health and Safety Protocols

Instruction on maintaining a safe and clean environment, including food handling and sanitation practices.

• Food safety guidelines

• Sanitation procedures

• Emergency protocols

Operational Procedures

Guidance on the daily operational procedures, including opening, closing, and inventory management.

• Opening and closing procedures

• Equipment operation

• Inventory management

Team Integration

Introduction to team dynamics and collaboration, paired with a mentor for support.

• Teamwork principles

• Communication skills

• Mentorship program

Compliance and Policies

Overview of company policies, compliance requirements, and employee expectations.

• Employee handbook

• Compliance with regulations

• Ethical standards

Workshops

Interactive sessions focused on developing specific skills and knowledge relevant to the cafe industry.

• Customer service workshops

• Barista skills development

• Leadership training

Online Courses

Access to a variety of online learning platforms offering courses in different areas of interest and expertise.

• Food safety certifications

• Business management courses

• Personal development

Cross-Training

Opportunities to learn and perform different roles within the cafe, enhancing versatility and understanding of operations.

• Rotation through different roles

• Hands-on training in various tasks

• Understanding of overall operations

Mentorship Programs

Pairing employees with experienced mentors for guidance, support, and career advice.

• Regular mentor meetings

• Goal setting and career planning

• Feedback and advice sessions

Professional Development Seminars

Seminars focused on industry trends, new technologies, and best practices to stay current and competitive.

• Guest speakers

• Industry conferences

• Technology and innovation updates

Feedback and Evaluation

Regular performance evaluations and feedback sessions to identify strengths, areas for improvement, and opportunities for advancement.

• Performance reviews

• Constructive feedback

• Development plans

Personal Development Plans

Customized development plans tailored to individual career goals and aspirations, fostering a proactive approach to professional growth.

• Individual goal setting

• Career advancement strategies

• Support for achieving personal and professional objectives

Attendance

Regular and reliable attendance is expected for all scheduled shifts.

• Arrive on time for each shift

• Notify supervisor in advance of any absences or tardiness

• Follow established procedures for requesting time off

Punctuality

Arriving on time ensures the smooth operation of the cafe and demonstrates respect for colleagues and customers.

• Be ready to start work at the scheduled time

• Allow for ample travel time to avoid being late

• Minimize instances of tardiness or late arrivals

Notification of Absences

If unable to work a scheduled shift, employees must notify their supervisor as soon as possible.

• Provide a valid reason for the absence

• Follow established procedures for reporting absences

• Ensure adequate coverage for the shift

Consequences of Tardiness/Absences

Consistent tardiness or absenteeism may result in disciplinary action, up to and including termination of employment.

• Understand the impact of absences on team performance

• Take responsibility for attendance and punctuality

• Address any attendance issues promptly

Professionalism

Employees are expected to conduct themselves in a professional manner at all times.

• Treat colleagues and customers with respect and courtesy

• Adhere to company dress code and grooming standards

• Maintain a positive and cooperative attitude

Compliance with Policies

Employees must adhere to all company policies and procedures.

• Familiarize yourself with company policies and guidelines

• Seek clarification if unsure about any policy

• Report any violations or concerns

Harassment and Discrimination

[Your Company Name] is committed to providing a workplace free of harassment and discrimination.

• Do not engage in any form of harassment or discrimination

• Report any incidents promptly

• Respect the diversity and inclusivity of our team

Conflict Resolution

Employees should address conflicts or disagreements in a constructive and respectful manner.

• Attempt to resolve conflicts directly with the individual involved

• Seek mediation if unable to resolve the issue independently

Ethical Behavior

Employees are expected to act ethically and honestly in all business dealings.

• Avoid conflicts of interest

• Protect confidential information

• Report any unethical behavior or misconduct

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[Your Name]

Initial draft creation

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[Your Name]

Added section on health and safety protocols