We really want to help you to keep the queues down and serve people as efficiently and speedily as is possible & safe to do so.
We want you to know exactly what your role is and how the rest of the team will function to work as a seamless Cafe Team.
Please take time to look over the different roles below and watch the explanation at your team training, explaining how the team roles and queuing system will work to ensure minimal bottle-necks and fast service.
Team Roles
Till person
· Café Till Person will invite the guest (customer) over to the till,
· take the order
· Write the drink + Name on the cup + pass to barista or people on other drinks.
· Get the food immediately and put on the right of the till for collection
· ask the guest to wait to the right for the drinks to come.
· Then while that last guest waits for drinks (to the right side), invite the next guest to the till to take their order.
· This guest will then wait for their drinks to the left of the till.
· Repeat and take a lead with each guest if they look like they are missing something – a guest feels more well-treated if you look like you are in control of the situation and want to solve any concerns.
Barista (CLO Coffee)
· Primarily work with 1 till making ALL espresso-based drinks and Hot Chocolates
· As quickly and efficiently craft the drinks into the cups with the order written on
· Hand to the customer waiting next to the till
· Tell them what the drink is – REALLY important you speak out the drink so they can say ‘no’ if its wrong. If wrong, make it again – no questions asked.
Teas & Batch Brew Filter & Blended Drinks
· Ensure there is always one boiler at the boil and one boiling up… we don’t want to run out of hot water.
· Do not let the boiler run dry or it will break
· Follow Tea making guide in handbook.
· Batch Brew Process here – always keep one flask full so you don’t run out of stock.
· Make sure you are familiar with the methods of preparing a Blended Frappe and Smoothie.
Stock Replenishing
· Ensure we never run out of stock
· Cakes stock – keep it piled high ready for sales (no stock = no sales)
· Drinks products – help the barista team by getting extra stocks as they need it (from their van)
· Sugars, milks station – topped up
· Bag up all traybakes, croissants and plate up the cream teas.
Queue Management
· Encourage all guests queuing to make their menu choices before they get to the till
· Make people smile!
· Tell guests your favourite cake!
· Keep the queue moving and ensure people are queuing in the right place
· Inform about the fast track (if relevant to your café).
Runner
· If you have the team numbers, you will have a till ‘runner’. This person will help get the order complete with the till person and the barista.
· Manage each order to completion… They may move about to get/chase different drinks and ensure they don’t move onto the next order until the last order is complete.
Cafe Manager
· Keep supporting the workflow – spot where the pressure points are and use any spare people to help out.
· Direct the team to keep the flow of customers moving as quickly as possible.
· Deal with any guests complaints or questions – If you notice a very slow guest at the the tills due to some extra questions, try to take them away from the till person so they can continue serving.
· Ensure you are filling all your Team Leader duties as outlined in your charity PDF document and see here.