Your first 100 days with your Nero family

Barista Workbook
 Your name:_______________________________________________

Store name:_______________________________________________

Start date:________________________________________________

Y
ou are starting on a new and exciting journey with our Caffè Nero family!
We will teach you the art of making coffee, giving you the skills and tools to
be one of our expert Barista. The next four weeks will be an exciting time
for you. You will have the support of your Store Manager as well as the rest
of the team. Your Maestro will be your personal in-store trainer and will guide you
through the daily tasks you will perform as a Barista.

As your success is paramount to us, your Store Manager will work shifts with you and
talk to you regularly to see how you are getting on. You are an important new person
in their team, and they will make you feel welcome.

Once again, we wish you every success in your career with our Caffè Nero Family.

Have fun!

If you have any questions regarding any information in this book please contact
the training support line on:

If you see this logo on the page, it means there is more in-
formation available on the Learning Hub.

2
3
W
ho are we?
We are one of the fastest growing companies in the UK and
we are known for being great people to work for. We are a
hardworking & fun loving, yet casual company. We want to
be the best coffee house brand in every market we trade in and will settle for
nothing less. We have already firmly established ourselves with our customers as
the best coffee experience in the country. Caffè Nero has been rated the top
coffee house brand in the UK. We must work every day to keep Caffè Nero a
world class brand.

So what do we need from you to help make our brand grow?

“We need one thing from you. We need you to care. We need you to care
about; how you make coffee for our customers, how you present it to them, how
you talk to them and take their money - their hard-earned money. This is our
brand - all of us shape it. You are the face and the feeling and it shows when
you care.”
“Gerry Ford”
What are we about?
One of the reasons for Caffè Nero’s success lies in our exclusive blend of coffee
known throughout the UK as the “best espresso this side of Milan”. It provides the
basis for all of our coffees, ranging from our espresso and cappuccino to latte
and mocha.
Every Caffè Nero store, while having a distinctly Italian feel, reflects the character
of its neighbourhood, making it an inviting place to meet people.
Our atmosphere is stylish, casual and European. It reflects the real Italian lifestyle
- sitting watching the world go by has almost become a national pastime. Our
goal is to have our stores serving not only the best coffee but also the highest
quality Italian deli food made from fresh ingredients. Our range includes gourmet
sandwiches, fresh salads, pastries and cakes, all unique to Caffè Nero and avail-
able for the customers to eat-in or takeaway.
Providing the best customer service is our priority, so we aim to have the most
friendly & passionate managers and teams. We want you to be passionate about
coffee & customers and strive to have the best standards in everything you do. 4
 Glue

Caring
Fun Winner

Hardworking
Casual
Relentless Restless It’s the glue that
keeps us together
Honesty
Kind Resilient
Supportive
Family
Integrity Excellence

Respect Warm

O
ur values and behaviour

Our culture is all about how we behave with each other.

Working for Caffè Nero is being part of a family; we care about each other and put
effort into getting along and being happy. It is a family where you can be yourself; it is
a family that strives for excellence each and every day.

We are a team of international, dynamic people and although we work very hard, we
are supportive to one another and we have lots of fun too!

We choose a positive attitude every day and that helps us make a difference in people’s
lives. Respecting others is what makes them feel valued and part of a family.

We welcome you to our Caffè Nero family! We may not be the biggest, but we want to
be the best!

5
 Make a positive
difference in
People’s lives

P D
rimary role aily responsibility

To embody the Caffè Nero culture, • Arrive on time for your shift
while working with your team in your • Follow correct uniform procedure
store, providing the best coffee and • Make customers feel important and
service standards, to all of our welcome
customers. • Always perform SIX STEPS with every
customer
• Complete BARISTA PRIORITIES
Essential skills • Follow the GOLDEN RULES
• Adhere to Caffè Nero coffee
Coffee quality
standards
Customer service
• Adhere to Health and Food Safety
Team player
guidelines
Communication
• Follow correct till procedure
Queue management
• Cleanliness of the store
• Quality of display and labels
Monthly responsibility
• Get to know your team
Attend team meeting
• Have fun and enjoy yourself
Attend deep cleaning

Don’t forget to attend

Weekly responsibility Pizza nights

Check your rota
CN Club
Follow weekly cleaning rota
Read weekly communication B.O.T.Y.

6
 Smile & Greet

Serve Size & Sugar

Sell Sell

App & Pay App & Pay

Sugar & Condiments Serve

Say Thank You & Goodbye Say Thank You & Goodbye

Smile & Greet

When a customer joins the queue, acknowledge them through smiling, make eye
contact and greet them.
Serve
Take the customer's drink order, you will need the following information: Which
drink they would like?What size? Is it to drink in or take away?Always repeat the
order back to the customers to ensure you got it right.
Sell
When upselling, always remember to be specific e.g."Would you like a Butter
Croissant?" instead of "Any pastries?". Find the perfect partners (right product for
the right drink at the correct time of the day).
App & Pay
Always ask your customer if they have got our mobile app. If they don't have it,
explain the customer how they can download the app and what are the benefits
of using it.

Give them a stamp for each handcrafted drink they purchase, retail coffee, Times
newspaper purchased in your store and if using a reusable cup.

After allocating the correct amount of stamps, process the payment.

Sugar & Condiments
Always point to the condiment unit. This will ensure that customers know where to
get water, napkins, sugar and other condiments. Also ask if there is anything else
you can do to assist the customer.
Say Thank You & Goodbye
Say thank you and goodbye either at the counter or while the customer is leaving
and invite them to return.

Ensure that all customers leave with a smile on their faces.

7
B efore you charge the customer ALWAYS ask if they collect stamps and have
our app.
If they use a paper Loyalty card, offer them an App conversion card and explain the bene-
fits of using the app instead of the paper card.

One stamp is given for any hot or cold drink that has been hand made by us (teas, coffees,
hot chocolates, iced drinks, speciality drinks) no matter what size it is. We also give a
stamp for the purchase of The Times newspaper, reusable cups and retail coffee beans.
Bottled drinks do not qualify for the stamp! The Loyalty Card can be used in any Caffè
Nero stores around the globe. A full Loyalty Card with 9 stamps entitles customers to re-
ceive one free handmade drink:
It can be any size, but always offer Grande!
Offer any extras to encourage customers to try something new, i.e. syrup flavours.
If the customer orders more than one coffee, the most expensive one “including any extras”
is always free!
Process the full Loyalty Card following the correct till procedures.

Our app is available in the AppStore and Google Play.

VIP Vouchers: Treat them & process them as full loyalty cards

To find out more about the benefits of using the app please complete the
App Conversion Card module on the Learning Hub.
To learn more about how to use the tills, complete the Simphony for
Baristas
8
T
he Gift Cards are being sold in many different designs from various locations.

How to process a sale with a gift card

When a customer makes a purchase of any item with their gift card, the following
procedure must be completed at the till.
• Make sure your tills are online
• You should input the transaction on your till as normal
• Once you have pressed PAYMENT choose the GIFT CARD tender option
• A pop up message will appear on the till screen which will asked you to take the Gift
Card from the customer to swipe in the top section of the Chip & Pin device
• Please note, if the customer’s card does not have sufficient funds to pay it we will
allow an alternative option to pay for the rest of the transaction, e.g. Cash or Credit
Card.
• Retain the merchant copy receipt and place it in the till as you would a Credit Card
transaction
• Circle the amount and initial the receipt
• Hand the customer the other copy ‘customer copy’ and give the customer their VAT
receipt with the value circled and initialled

Selling a GIFT CARD to a customer

• When a customer purchases a Gift Card you will be required to load it with a value
using the Till to
• process the transaction.
• Take a new Gift Card
• Ask the customer how much value they wish to place on the card - the minimum
amount is £10. The maximum amount is £100
• Press the Gift Card button located in the Retail Section of the start screen then press
the requested value to load onto the card
• Select the correct Tender Type (Cash or Credit Card)
• Swipe the new Gift Card to complete the transaction
• 2 receipts will automatically print when the load is completed
• A VAT receipt should also be printed to confirm the value loaded onto the card. Circle
the amount and initial the receipt
• Hand the customer the Gift Card Envelope with the VAT receipt in it

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W
e must always leave a positive impression upon all of our
customers. Therefore, we must think about how we speak,
the words we choose and our body language. We must
listen to our customers and always provide great customer
service. This ensures great customer service AT ALL TIMES.
First impressions matter!
Your appearance gives an image of yourself and the company
• Your attitude should:
Be positive
Be confident
Make a difference by being helpful, interested, caring towards all
customers and colleagues
Body Language - actions speak louder than words!
• Facial expressions
Eye contact and nodding shows you are interested, honest and
confident
A smile is the most powerful message, as it makes you and others feel
better. It shows you are happy and friendly
• Posture
Standing straight shows you are confident
Keep your head comfortably high and in a relaxed position
Try to turn towards the customer
• Hand movement
Use open gestures and avoid crossing your arms or putting hands in
your pockets
Tone of voice
Your Mum was right! “It's not what you say, but how you say it”.
Your voice is the key instrument to deliver customer service. How do you think
you sound?
Words - they count!
• Choose the right words
“What would you like...?”
“What type…?”
“Would you like…?
• Courtesy counts when saying:
“Please” & “Thank you”
“ I'm sorry” & “you're welcome”
• Use correct grammar and add welcome words such as:
“Yes! of course!”
“I'll be happy to!”
“Definitely!”
“Absolutely!”
Telephone Calls

If the telephone rings, please ensure that you do take the call, even if you are
busy - as it could be urgent! Please always answer the phone stating the Caffè
Nero that you are working in (e.g. “Caffè Nero Richmond”). Remember, your
phone manner is important - be polite and helpful and always say thank you
and goodbye at the end of the conversation.
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 2. Cleaning & Clearing

Take a tray, damp clean blue

1. Customer is KING! cloth and Sprint 200: start outside
The customer always comes and work your way towards the
before any of the other priorities. bar, clearing cups, cleaning
We serve two customers at the tables with Sprint 200 and
same time with a one to one picking up litter from the floor.
service, even when it is quiet. Check and clean the condiment
unit and toilets. Remember, first
impression counts!

3. Re-stocking 4. Washing up

Make sure all displays are fully
stocked with the correct labels for
allergy reasons. Check expiry
dates on all products and display
them in the correct order – first
in, first out (FIFO). Also ensure
condiment unit is tidy and well
stocked e.g. water jugs, sugar,
stirrers, napkins, straws, etc.
REMEMBER, WE CANNOT SELL
EMPTY SPACE!
It is now time to wash cups, saucers, cutlery,
glasses, etc. Always ensure there are
enough cups available on the coffee ma-
chine. Hand wash cups before loading the
dishwasher, ensuring no napkins, stirrers,
straws, sugar sachets or bits of food end up
in the machine. When clean, wipe dry all
items, stack cups on the coffee machine and
saucers under the counter

Always follow the Barista Priorities in this order and keep an eye on the bar when Cleaning
& Clearing

“3 OR LESS, CLEAN THE MESS. 2 OR MORE, OFF THE FLOOR ”

This simply means that no more than 2 customers can wait to be served per barista

Walk The Walk

Walk the Walk is taking the customer’s journey through the store and
identifying how we can improve their experience.
First impressions count so always begin outside the store and check the
store’s general cleanliness, check the displays:
Are they clean?
Are they well stocked?
Are there labels available at products?
Would you buy it if you were the customers?

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U
pselling is a great way to introduce to our customers the delicious high
quality products we offer. At the same time it adds value to the business.
We serve over 80 million customers a year! That’s 80 million opportunities
we can’t miss!

1. Be Specific

When upselling, it is important to mention the name of the product. For example:

“How about a freshly baked pain au raisin this morning to go with your latte?” or

“Can I tempt you to a slice of chocolate fudge cake this afternoon?”

Specific upselling reminds our customer that not only do we serve great coffee, we
also have a great food range to go with their drink.

2. The time of day

What product would you sell in the morning? What would you sell in the afternoon?

It is important that we recognise what time of the day it is.

3. Be creative, not repetitive

The great thing about Caffè Nero is that you can add your great personality into
everything you do. You should show your creativity especially in the way you sell.
Selling the same thing all the time doesn’t offer customers variety .

4. Smile

When you upsell, smile and make eye contact. Smiling changes the tone of your voice.
It is important to sound friendly.

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W
e served 120 million customers last year, what if that 120 million spent
10p more? That works out at £12 million more for us.
There is always an opportunity to increase our sales. Let us tell you how..

Follow the Basics

Make sure you follow your job description on page 7, delivering Caffè Nero standards
ensure great customers service, a clean store, fully re-stocked displays and good speed of
service. Remember to make a positive difference in people’s lives, our aim is to become a
world class brand.

HOSTING

Hosting is a great way to get to know your customers and at the

same time get that extra sale.
When there’s a quiet moment or when you are doing cleaning &
clearing, just talk to your customers and check how they are and how
their drink was.
If they would like to order another cup of coffee you are happy to
bring that over to them. Remember to smile and be friendly.

Extras
Offering extras are another way to increase sales. For example:
A customer buys a regular hot chocolate, you could offer marshmallows, flavoured syrup,
or even grande size.

Sampling
Sampling is a great way to get our customers to try new products.

Please ask your manager about sampling .

Add an extra to the products below

Cappuccino
Latte
Mocha
Flat white
Americano

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O
ur blend

The espresso blend served in store is called Classico. The profile and identity of the blend are
at the foundation of Caffè Nero, created right at the very beginning of our history. The blend
was designed to be aromatic and rich while at the same time be able to fit in with our pure
espresso as well as other milky coffee drinks. Our classic blend is full bodied with dominant
dark chocolate and fresh bakery notes complemented by notes of sweet caramel, honey and
toasted nuts and hints of citric fruit and delicate flowery notes.
The blend is an Arabica coffee blend with a small percentage of Robusta beans. The Arabica
coffees come from central America and Brazil, with other South American origins like
Colombia and Peru, South East Asia and East Africa. The Robusta coffees come from East
Africa and South East Asia. The coffees are selected at source with full traceability and direct
contact with the coffee producers.

“Premium, handcrafted Italian coffee is at the heart of Caffè Nero. We are dedicated to
getting our coffee exactly right from bean to blend. From roast to barista training and expert
coffee making. Great coffee is our craft and our passion. Hence our ‘coffee guarantee’; we
promise to make your coffee exactly how you like it.
Simply talk to our baristas who will be happy to replace your coffee if it is not perfectly to your

liking “
What does this mean to you?
Simply ensure you pay attention to details, when customers are placing their orders and if they
return a coffee, because that didn't meet their expectations, just remake it.
14
 C
OFFEE BEANS

Always fill the hopper with fresh coffee beans.

Oxygen is the enemy of coffee. Once opened and removed from the
bag, the freshness of the beans will last for a maximum of 24 hours. If
there are any beans left in the hopper at the end of the day, remove them and store
them in an airtight container overnight.

OUR COFFEE EQUIPMENT

COFFEE GRINDER

The function of the grinder is to grind the coffee beans to the right particle size and
dispense the correct dose of coffee.

The dose of ground coffee dispensed from the grinder must be between 14 and 15
grams.

We adjust the grinding of coffee depending on factors such as temperature and

humidity. This must be checked regularly, at least 2 times a day, by making an
espresso. The greater the distance between the blades – the coarser the grind. The
closer the distance between the blades – the finer the grind. The grinder allows for
small changes to be made with instant results by adjusting the rods at the back.

Ensure that no chemicals are being used when cleaning tamp and
grinder. Use soft brushes only. DO NOT WASH THE HOPPER IN THE
DISHWASHER MACHINE AS THE SOAPY CHEMICAL USED BY THE
MACHINE WILL DAMAGE THE FLAVOUR OF THE COFFEE

TAMPING SYSTEM

• The function of the tamper is to compact the loose ground coffee into the basket of
the handle.

• The water used in making an espresso is under high pressure; tamping helps the
water flow through the coffee evenly, creating the correct resistance to ensure
proper brewing.

• There are many different kinds of tampers. In Caffè Nero we use the dynamometric
tamper, which ensures 25 kg of pressure is applied every time (the correct amount
of pressure).

If you are a coffee geek we have a module for you, which covers all the
aspect of the coffee:

Coffee 15
 HOPPER

PROGRAM DISC

LCD SCREEN MENU ADJUSTING RODS

COFFEE EXIT

COFFEE DISPENSER
BUTTON
ON / OFF BUTTON

HANDLE HOLDER

Lever

Handle rest

Tamper base tray

16
P
ARAMETERS FOR A PERFECT ESPRESSO
EXTRACTION
The perfect extraction time for our espresso is 21 seconds (+-1) from when
you press button 2.

Below you will find the parameters you need to check to ensure a correct
extraction every time.

DOSE: The correct dose of coffee in Caffè Nero is between 14 and 15 grams. The
classic Italian amount for a dose is 14 grams. We dose at 15 grams to account for
any loss of coffee grounds during dispensing and / or levelling phase.
This amount will ensure consistency when extracting an espresso.
Too high or too low a dose will result in a fluctuating rate of pour. Check the weight
of your dose at least twice a day and adjust it accordingly.

GRIND: The particle size of ground coffee should not be too fine or too coarse.
The correct grind will result in a slow and steady flow of espresso into the cup.
A fine grind will cause a greater resistance to the flow of water through the coffee,
resulting in the coffee being over-extracted (longer extraction time), so adjust your
grinder to a coarser grind.
Coarse grind will cause less resistance to the flow of water through the coffee,
resulting in the coffee being under-extracted (shorter extraction time), so adjust your
grinder to a finer grind.
After adjusting the grind, dispense two doses of coffee and dispose of the loose
grounds and time your espresso from the third shot onwards.

The dose is grams

The ROP is seconds +/-

The colour of the crema is brown
Tamp 25 KG

TOO BIG
Dose
TOO SMALL

TOO FINE
Grind
TOO COARSE

Temperature TOO HOT

TOO COLD

The best way to describe our Espresso is rich, bold and complex –
complex from the dominant dark notes balanced with sweet notes.
The dark notes have distinct toasted bread and intense dark choco-
late flavours balanced with the lighter notes of sweetness like
caramel.
17
1Flush
As soon as the handle is removed, press button 3 to flush to clean the group head
from excess coffee.

2 Level & wipe

Coffee has to be levelled before tamping and handle wiped before inserting back
into the group head.

By levelling the ground coffee in the handle, we ensure the coffee is even. After
tamping make sure you wipe the handle to remove any coffee grounds from the
handle's rim, so they won't damage the rubber seal in the group head.

3 Purge & wipe

Steamer has to be purged before and after steaming and wiped.
Purge to ensure we remove condensed milk/water from the
steamers.
Wipe steamers after steaming to remove milk and make sure that
doesn't dry there..

4 Extract & time espresso

Extract and time espresso to ensure best quality for customers.
Remember the perfect R.O.P. for espresso is 21 sec +/-1, any espres-
so out of this range should not be served to customers.

5 Clean as you go
Check coffee production area is clean and tidy.

Think with the customers head! Would you like to buy a coffee from a dirty,
disorganised production area?

18
 Remove the handle
from the group head

Press button 3 to flush

Empty the handle on

the knock out bar

Place the handle on the holder of the grinder.

Press the coffee dispenser button with the han-
dle once. Do not remove the handle until the
grinder stops

Gently level the loose

coffee grounds by tap-
ping the sides with the
palm of your hand

Place the handle onto the handle

rest of the tamper and pull down the lever of
the tamper until you hear a click (do not apply
more pressure after this)

Wipe the handle and

insert the handle
back into the group
head

19
Milk must be stored between 2-5 C in the fridge. Do not reheat milk as it loses its quality.

To be able to identify the different type of milk, coloured clips are attached to the milk jugs.
They are coded as follows:

Whole Semi Skimmed Hot choc- Soya milk Coconut Oat milk
milk skimmed milk olate milk
milk

Don’t forget to use 2 sanitising

wipes after steaming oat milk

It is important to understand the sizes of all of our cups before we craft our drinks. This will
help us determine the amount of fresh, cold milk we need to start off with.

In Out
Cortado 4.5oz 4oz
Small 6oz 8oz
Flat White 8oz 8oz Cup sizes
Regular 10oz 12oz
Grande 14oz 16oz

The finished drink also determines the amount of cold milk needed. For a latte we should be
increasing the cold milk volume by 1/3 and for a cappuccino we should be doubling the vol-
ume of cold milk.

The required amount of foam needed for each drink are:

Cortado 0.5cm – 1cm

Foam levels
Flat White 0.5cm – 1cm
Latte 1cm – 1.5cm
Cappuccino 2cm – 2.5cm

With both these things in mind we can start to think about how much cold milk we will need to
start off with to craft our drinks. As a guide use:-

1 x Regular = 8/10oz 2 x Regular = 12/14oz

Cold milk
1 x Grande = 10/12oz 2 x Grande = 16/18oz

Make sure you complete the Allergen Training for

Baristas e-learning module

20
 Place the steamer just below the surface of the milk to the side of the
jug. The steamer should never touch the bottom of the jug. Activate
the steamer.

Lower the jug, so the steamer is level with the milk surface, you should
hear a chirping sound.
Inject air up to 40 C or 30 C

CAPPUCCINO STYLE LATTE STYLE

Raise the jug, so the steamer is below the surface of the milk.
Look for a spinning motion (the vortex).
Stop the steamer when reaching 60 C.

Put the jug on the side and wait 4-6 seconds for the larger
bubbles to rise. Tap 3-4 times, to burst any big bubbles.
Swirl the milk to create a glossy and silky finish.

CAPPUCCINO STYLE LATTE STYLE

Pour from the Pour from the
side of the spout of the
jug . jug .

The original cold milk amount should double when steaming CAP-
PUCCINO STYLE.
The original cold milk amount should increase by 1/3 when steam-
ing LATTE STYLE.
21
 espresso

Described as ‘the best espresso this side of Milan’

we’re proud of our blend: distinctively rich, with
notes of dark chocolate, caramel, and hints of fruit.

We’ve spent years (nearly 20) perfecting our

espresso, paying attention to our craft every day to
ensure that great flavour comes to life in every coffee
we make.

Prepare the handle (see pg. 19)

Single espresso Double espresso

Take a single espresso cup and place it Take a double espresso cup and
under the handle spout and a shot glass place it under both handle spouts.
under the other spout. Press button 2 and timer at the
Press button 2 and timer at the same same time.
time. The correct rate of pour is 21
The correct rate of pour is 21 seconds seconds (+1/ -1)
(+1/ -1)

22
 A short intense espresso. Tamp twice. 15 seconds
rate of pour espresso

Prepare the handle (see pg. 19)

Single ristretto Double ristretto

Take a single espresso cup and place it
under the handle spout and a shot glass
under the other spout.
Press button 2 and timer at the same
time.
Press the STOP button on the coffee ma-
chine. when the timer hits 15 seconds.
Take a double espresso cup and place it under
both handle spouts.
Press button 2 and timer at the same time.
Press the STOP button on the coffee machine.
when the timer hits 15 seconds.

An espresso with a touch of milk Foam

Steamed milk

espresso

Prepare the espresso following the

standard

Single macchiato Double macchiato

Add a dash of milk and Add a dash of milk and 2

1 spoon of foam for a spoons of foam for a dou-
single macchiato ble macchiato

Make sure to mix the

foam with milk to have
a silky foam

A double espresso with whipped

cream

espresso

Whipped cream

Espresso con panna is served double as standard

Prepare the double espresso following the standard
Add whipped cream

23
 A long black coffee served small, regular and grande

Coffee extracted on
button 4

Take away - Re-

member to add a
water paper sleeve before
serving to the cus-
tomer

Fill the cup just over halfway with hot water

Prepare the handle ( see page 19) and extract the coffee on button 4
Small – 1 shot

Regular – 2 shots

Grande – 3 shots. You need to prepare two handles for a grande Americano.
Offer milk on the side. Make sure there is 1 cm of space on top of the cup to avoid spills.

Tea can be served small

size too if requested .
Take away -Remember to
add a paper sleeve before
serving to the customer

Regular – Put 1 teabag into a regular cup + hot water from the water spout. Serve with a
small jug of milk if requested

Grande – Put 1 teabag in a grande cup + hot water from the water spout. Serve with a
small jug of milk if requested

Pot - Put 1 teabag in a teapot and hot water from the water spout

Serve with an empty regular cup, saucer and teaspoon on the side. Also a jug of milk if re-
quested

24
Espresso, milk with 2- 2 ½ cm of foam with a dome. Offer Chocolate on

Foam

Steamed milk

Coffee extracted on
button 4

Prepare the handle (see pg.19) and extract coffee on button 4

Small – 1 shot in the cup

Regular and Grande – 2 shots in the cup

While the coffee is pouring, steam the milk in CAPPUCCINO STYLE (inject air up to 40 C then raise
the jug and stop steaming when the temperature reaches 60 C)

Knock the bubbles out and mix the milk and foam. Pour the milk and foam from the side of the jug till
you get a dome

Offer chocolate on top

Espresso, milk with 1- 1 ½ cm of foam. Flat

Foam

Steamed milk

Coffee extracted on
button 4

Prepare the handle (see pg.19) and extract coffee on button 4

Small – 1 shot in the small latte glass

Regular and Grande – 2 shots in the cup

While the coffee is pouring, steam the milk in LATTE STYLE (inject air up to 30 C then raise the jug
and stop steaming when the temperature reaches 60 C)

Knock the bubbles out and mix the milk and foam. Pour the milk and foam from the spout of the jug

25
 A combination of coffee, chocolate and milk with 2 – 2 ½ cm of foam
with a dome or with whipped cream

Foam

Steamed milk

Coffee extracted on
button 4

Espresso & chocolate

powder

Prepare the handle (see pg.19) and extract coffee on button 4

Small-1 shot with ¾ scoop of chocolate

Regular – 2 shots with 1 flat scoop of chocolate

Grande – 2 shots with 1 heaped scoop of chocolate

Mix the chocolate and coffee using the whisk

While the coffee is pouring, steam the milk

Mocha Mocha without

with cream cream

Steam the milk in LATTE STYLE Steam the milk in CAPPUCCINO STYLE
(inject air up to 30 C then raise the (inject air up to 40 C then raise the jug and
jug and stop steaming when the tem- stop steaming when the temperature reaches
perature reaches 60 C) 60 C)

Knock the bubbles out and mix the Knock the bubbles out and mix the milk and
milk and foam. foam.

Pour the milk and foam from the spout Pour the milk and foam from the side of the jug
of the jug and leave space for the till you get a dome.
cream.
Add chocolate on top
26
 The perfect drink for any weather with 1 – 1 ½ cm of foam flat or with
whipped cream

Chocolate foam

Steamed milk

Chocolate
foam

Put the correct amount of milk in the jug

Add the correct amount of chocolate into the jug

Steam the chocolate and milk in LATTE STYLE (inject air up to 30 C then raise the jug and
stop steaming when the temperature reaches 60 C)

Pour the hot chocolate into the cup finishing with a chocolate foam flat and Belgian choco-
late sprinkles

If the customer would like cream, pour the hot chocolate into the cup, leave the space for the
cream. Add the whipped cream and Belgian chocolate sprinkles on top

Small Size to Drink In and Take Away

Milk - 08 oz and chocolate powder – 2 flat scoops

Regular Size to Take Away Regular Size to Drink In

Milk - 10 oz and Milk - 08 oz and

chocolate powder – 2 flat scoops chocolate powder – 2 flat scoops

Grande Size to Drink In and Take Away

Milk - 12 oz and chocolate powder – 3 flat scoops

What is the measurement to make two hot chocolate at the same time?

2 small sizes, in or take away 2 regular sizes, in

Milk: 10 oz Milk: 12 oz

Chocolate: 2 flat scoops Chocolate: 3 flat scoops

27
A rich intense ristretto based drink. Served in a Flat white cup in one size
only. Flat white has 0.5 to 1 cm of dense foam flat

Foam

Steamed milk

Espresso ristretto

Prepare a DOUBLE RISTRETTO

While the coffee is pouring, steam the milk. Use WHOLE MILK (blue top)

Steam the milk following the LATTE STYLE BUT INJECT AIR ONLY UP TO 20ᵒC

Knock the bubbles out and mix the milk and foam. Pour the milk and foam from the spout of
the jug.

Serve on a small saucer with teaspoon

A rich intense espresso based drink. Served in a Cortado glass in

one size only. Cortado has 0.5 to 1 cm of dense foam flat

Foam

Steamed milk

Espresso

Prepare a SINGLE ESPRESSO

While the coffee is pouring, steam the milk. Use WHOLE MILK (blue top)

Steam the milk following the LATTE STYLE BUT INJECT AIR ONLY UP TO 20ᵒC

Knock the bubbles out and mix the milk and foam. Pour the milk and foam from the spout of
the jug.

Serve in a small saucer with a napkin and a teaspoon.

28
 Coffee, white chocolate sauce and steamed milk, topped with whipped
cream and dusted with chocolate powder. Grande size only

Foam Steamed milk Coffee extracted on 4

Prepare the handle (see pg.19) and extract coffee on button 4

With cream Without cream

Steam the milk in LATTE STYLE
Knock the bubbles out and mix the milk and
foam.
Pour the milk and foam from the spout of the
jug and leave a space for the cream.
Add cream and chocolate powder on top.
Steam the milk following the CAPPUCCINO
STYLE
Knock the bubbles out and mix the milk and
foam. Pour the milk and foam from the side of
the jug until you get a dome.
Add chocolate powder on top

Coffee, vanilla syrup and steamed milk, topped with whipped cream
and drenched with caramel sauce. Grande size only

Foam Steamed milk Coffee extracted on 4

Prepare the handle (see pg.19) and extract coffee on button 4

Add 1 shot of vanilla syrup (30 ml or 3pumps) to the cup

With cream Without cream

Steam the milk in LATTE STYLE
Knock the bubbles out and mix the milk and
foam.
Pour the milk and foam from the spout of the
jug and leave a space for the cream.
Add cream and 3 swirls of caramel sauce on
top.
Steam the milk following the LATTE STYLE
Knock the bubbles out and mix the milk and
foam.
Pour the milk and foam from the spout of the
jug until the top of the cup and add 3 swirls of
caramel sauce.

29
 Cream

Belgian Chocolate Milano

Pour Belgian Chocolate Milano - 7oz for drink in or 9oz for takeaway

Heat to 60° C

Pour into a small latte glass to the top. And leave 1 cm of space for the cream

Add whipped cream and Belgian chocolate sprinkles on top

If the customer does not want cream add a dome of foam instead and Belgian chocolate sprinkles

Serve on a pastry plate with napkin and a long spoon

An exotic blend of cinnamon, spices, black tea and sugar with steamed
milk and a layer of foam. Grande size only

Foam

Steamed milk

Steam the milk in LATTE STYLE (inject air up to 30 C then raise the jug and stop steaming
when the temperature reaches 60 C)

Put a small amount of hot water into the cup. Add 1 flat scoop of Chai Powder and mix to
create a paste.

Add a bit of milk and mix again. Then add more milk. Remember to mix the milk and foam
and pour from the spout of the jug.

Offer cinnamon on top

30
31
32
W
ow! you’re at one week service in Caffè Nero! You’ve
come a long way and learned a lot on your journey so
far, so now it’s time for a coffee chat with your Store
Manager. A coffee chat is an ideal time to discuss
how you’re feeling and what support you need to progress further and it’s also
a chance to receive some invaluable feedback from your Store Manager on
your progress. Part of your coffee chat will be discussing your black t-shirt sign
off. In order to be signed off you will need to meet the following standards:

• Demonstrate excellent coffee skills

• Demonstrate the Six Steps

• Demonstrate the Barista Priorities at all times

• Demonstrate how to serve two at a time

• Demonstrate how to provide world class customer service

To get the most out of your coffee chat, think about the following
questions:

What have you achieved

What have you enjoyed?

What have you found What support do

challenging? you need?

Once you have completed your coffee chat, what are your three key develop-
ment areas for the next four weeks?

1)

2)

3)
33
 C
ontinuing growing

What I achieved last What I want to

week... achieve...

My coffee focus will be... I will succeed because...

Congratulations on completing your first week with your new

Caffè Nero family. Now is a great opportunity to learn about
your team as you will be spending a lot of time together. Try to
find out the following information about each of your team mem-
ber.
Length of
Position Favourite CN
Name
held Service Event

34
W
ow you’re almost at one month’s service in Caffè Ne-
ro! You’ve come a long way and learnt a lot on your
journey so far, so now it’s time for a coffee chat with
your Store Manager. A coffee chat is an ideal time to
discuss how you’re feeling and what support you need to progress further and
it’s also a chance to receive some invaluable feedback from your Store Manag-
er on your progress. Part of your coffee chat will be discussing your black t-
shirt sign off. In order to be signed off you will need to meet the following
standards:
• Demonstrate excellent coffee skills

• Demonstrate the Six Steps

• Demonstrate the Barista Priorities at all times

• Demonstrate how to serve two at a time

• Demonstrate how to provide world class customer service

To get the most out of your coffee chat, think about the following
questions:

What have you enjoyed? What have you achieved

in the last four weeks?

What have you found What support do

challenging? you need?

Once you have completed your coffee chat, what are your three key develop-
ment areas for the next four week?

1)

2)

3)
35
The first section of the Black T-shirt sign off will be to complete the
E-learning module found on the Learning Hub. This should take
you about an hour to complete.

My score was:

If you have been successful, the next stage of the sign off will be
through store based observations by your Store Manager. The
key areas they will look for are:

• Delivering excellent coffee consistently

• Delivering the Six Steps consistently

• Following the Barista Priorities consistently

• Serve two at a time consistently

• Consistently follow the golden rules

If you have not been successful, use the following points to help
you prepare to take the module again in two weeks time.

What support do you need from your team to achieve your black t-shirt? Use
the sign off form on page 65 to check what your Store Manager will want to
discuss.

I will ask my Store Manager for help with:

1)

2)

I will ask my Maestro for help with:

1)

2)

36
 C
ongratulations on reaching the black t-shirt sign off stage of your
journey. If you’re not quite ready for your sign off yet, this week is
a great opportunity to sit and discuss your development needs
with your Store Manager. If you are ready for your sign off, this
is a great opportunity to discuss your further development as a Barista in Caffè
Nero. The possibilities are endless! To get the most of the discussion, use the
table to think about questions you have:

What was your score in What do you want to focus

your standards test? on in the next 4 weeks?

What would you like to What cultural events do you

learn more about? want to become involved
with?

Sign off shift : Store Manager please observe the new barista delivering the below
before signing them off

Follows the Golden Rules at all times

Delivers the Six Steps consistently

Follows the Barista Priorities consistently

Serves two at a time consistently

Provides one to one service

Completes Walk The Walk regularly

Manager signature

Date

37
 What support do you
How will you get
need from your Store
there?
Manager?

Who else can you

When will this happen?
ask for support?

Store Manager comments:

38
T
welve weeks in and you’re almost there! It’s time for your final cof-
fee chat with your Store Manager in the 100 days programme.
Now is an excellent time to think about your future development in
Caffè Nero.
Assistant Manager

Maestro

Shift Leader

Barista

Trainee Barista

Draw on the stairs what the next step will be in

your career.

What support do you

How will you get need from your Store
there? Manager?

When will this happen? Who else can you

ask for support?

Store Manager comments:

39
I t is now time for your first appraisal. An appraisal is a fantastic oppor-
tunity to discuss your performance with the Store Manager in-depth. You
should receive an appraisal form from your Store Manger a week in advance
of your meeting. Be honest and use this as an opportunity to think about your
progress in Caffè Nero. The more detail you add, the more you will get out of
it.

If you have any questions regarding any information in this book please contact
the training support line on:

We would love to hear your feedback about this workbook please scan the QR
below and take a 2 min survey

Congratulations and Good Luck

40
T
he Nature of Alcohol
Alcohol is a drug and affects the human body in 3 ways: physically, mentally
and emotionally

All alcoholic drinks must show the % Alcohol By Volume (ABV) on the label. Any drink
with >0.5% ABV is classified as alcoholic. Alcohol free drinks contain no more than
0.05% ABV, with low alcohol containing up to 1.2% ABV.

Most spirits are 40% ABV

Wines range from 8% - 16% ABV
Beers range from 3% - 9% ABV
Ciders range from 3% - 8.5% ABV

The more a person drinks, the more intoxicated (drunk) they will become – this is be-
cause their ‘blood alcohol concentration’ increases faster than the body can process it.
Some of the factors that affect how quickly the body absorbs and processes the alcohol
intake are:
Quantity of alcohol
Persons size
Gender
Food eaten
Time of day
On average, it takes approximately 1 hour for the body to process 1 unit of alcohol (1
unit is approximately ½ pint of beer at 3.6% ABV, or a 25ml measure of spirit at 40%
ABV).
Licencing Law
The Licencing Act 2003 outlines 4 key objectives that you should be aware of when
selling and supplying alcohol:
The prevention of crime and disorder
Public Safety
The prevention of public nuisance
The protection of children from harm
It is your responsibility to promote these objectives through responsible sale of alcohol.
A police officer is permitted to enter our premises if they have reason to believe an of-
fence under the Licencing Act 2003 is being, or may be committed. In addition,
HMRC, Environmental Health, Fire Officers and other officials are entitled to enter our
premises.

41
Sale to customers under 18 years of age
IT IS A CRIMINAL OFFENCE FOR…:
… any person to sell alcohol to anyone under 18 years old
… a person under 18 to consume alcohol on any licenced premises
… anyone under 18 to attempt to buy alcohol
… someone over 18 years old to buy alcohol for someone under 18
… you to know about any of the above happening and fail to act/
do anything about it

If you believe your customer looks under 25 years old, you should ask for identifica-
tion. The date of birth you should look for on the identification is…
… In the year of 2019 TODAY’S DATE (OR BEFORE) IN 1994

For more information on alcohol licencing, please visit: www.portmangroup.org.uk and

www.beerandpub.com.

42
ALCOHOL AWARENESS SIGNOFF
Only for stores serving alcohol

I have fully read and understood the Alcohol Awareness section above. I understand that
it is my responsibility to behave in accordance with the Licencing Act 2003, and promote
the licencing objectives in my actions.

Full name (BLOCK CAPITALS) ________________________________________________________

Signature ________________________________________________________

Store ________________________________________________________

Date ___ ___ / ___ ___ / ___ ___ ___ ___

43
OBSERVATION TRAINEE SIGN OFF
To be completed by Maestro or Manager

Barista's FULL NAME (BLOCK CAPITAL LETTERS): __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __

Dear Maestro,

Please ensure you fully train the Trainee Barista on all sections below and then complete the form clearly, print-
ing your name in BLOCK CAPITAL LETTERS.

INDUCTION TRAINING
(Tick when complete)
 Store Tour  Health & Safety induction
 Fire Evacuation  SSOW
 Alcohol awareness (airports only)
This is to certify that the New barista has been
trained to the required level in the following areas and has been trained to use and clean the following equip-
ment:

EQUIPMENT (USING AND CLEANING FOLLOW-

STANDARDS ING CORRECT STANDARD)

 Coffee & Hot Drinks  Coffee machine

 Barista Priorities
 Blender
 Hot Food
 Uniform Standards  Microwave oven
 Iced Drinks
 Sandwiches  Display fridges
 Soft Drinks  Grinder
 Payment & Till Procedures
 6 Steps  Dish washer
 Cakes, Pastries, Biscuits
 Bake off oven

 Fridges and freezer

 Toaster/ Panini grill

 Ice machine

SIGN OFF  Panasonic oven

Signed (Maestro): _________________________________

Maestro full name: _________________________________

Maestro store & store number:

_________________________________ #________

I have received training on all above CN standards and requirements:

Signed (Barista) _________________________________

Date: ___ ___ / ___ ___ / ___ ___ ___ ___

44
EPOS TILL & CASH HANDLING PROCEDURES
It is each employee's responsibility to familiarise themselves with the following Cash Handling Procedures. It is the Store Man-
ager's responsibility to ensure that an employee has read and signed off the Cash Handling Procedures before using a till. A
complete Cash handling Sign Off sheet should be placed in the employee file.
The manager of the store will take you through the till functions and the do's and don'ts which are covered below.
1. It is essential that you understand the error correcting and refund procedure that can be found on your staff
notice board
2. You must only use your own specific user name on the till
3. You must inform your Line Manager if you are authorised at the wrong level
4. You must request a new user code if someone discovers your number
5. Ensure all notes are checked for forgeries using a forgery pen (this doesn’t work for £50 notes!)
6. Always have £50 notes checked for forged notes by the Manager on Duty and obtain and sign the till receipt
7. Do not accept any payments by cheque
8. Keep all notes over £10 in the under-tray compartment
9. Never use the No Sale (N/S) button unless you are authorised to do so
10. Never remove cash from the till or pay money out unless authorised by the Manager on Duty
11. You must read and understand the Gift Card sales procedures. The total amount you are adding to the card
must be circled and signed
12. You must inform your Manager or Shift Leader when selling a Gift Card/Voucher
13. Gift Card/Voucher tenders must also have a MERCHANT COPY receipt kept in the till drawer
14. Never leave the till open or swap notes or change between tills
15. You must follow the Caffè Nero Loyalty Card procedure at all times (refer to loyalty card poster in store)
16. Do not give change unless it is part of a normal transaction
17. You must never open the till unless to record a genuine sales transaction
18. Any transactional sales that are under 50p must have a till receipt printed off and put in the till drawer
19. You must log off every time you finish a shift or leave the bar
20. You must never give out free food or drink to anyone

I agree that failure to follow the guidelines set out may lead to disciplinary action.

I understand that giving away Caffè Nero food, Loyalty Cards, Gift Cards or Vouchers may be considered
theft and constitutes GROSS MISCONDUCT.

SIGN OFF
Full name (BLOCK CAPITALS) ________________________________________________________

Signature ________________________________________________________

Store ________________________________________________________

Position ________________________________________________________

Date ___ ___ / ___ ___ / ___ ___ ___ ___

45
LEARNING LOG

Barista name (BLOCK CAPITALS) __________________________________________________________

Date of Barista workshop completed: ___ ___ / ___ ___ / ___ ___ ___ ___

Number of people in my training course:

My Trainer was: Mehmet / Helen / Bianka / Nina / Aleks

I enjoyed learning:

____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________

The things I need to work on:

____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________

The focus for my Manager/Maestro is:

____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________

46
UNIFORM RECEIPT

I confirm that I have received the following Caffè Nero uniform:

2 x Caffè Nero Trainee Barista T- shirts

2 x Caffè Nero Apron

Should you wish to return your uniform, please return it washed and ironed to your
store.

Full Trainee Barista Name:

___________________________________________________________

Signature :
___________________________________________________________

Date : _______________

47
 Health Questionnaire

Please complete the questionnaire below. The information is required with your interests in mind. As a result of the
information you have given you may be referred to a doctor appointed by the Company so that a medical examina-
tion can be carried out.
Working with Caffè Nero involves standing for the majority of time that you are working, there is also some lifting
involved. Please bear this in mind when completing this questionnaire.
1. Have you ever:

No Yes If yes please give details

Had an operation?

Been seriously injured?

Been refused or dismissed from a job for health reasons?

Been made ill by your work?

2. Have you ever suffered from:

Diabetes?

High Blood Pressure?

Asthma?

Back or neck problems?

Skin Allergies?

Heart Trouble?

Depression?

3. Declaration:
I agree to report any health problems I may experience to my line manager as soon as possible.
To the best of my knowledge the information given is correct. I understand that if any of this information is inaccu-
rate I am liable to dismissal.
Signed: Date:

Print Name:
48
W
hat you can expect?

At Caffè Nero you will be part of a family, that’s how we think of things here.
Our people are kind and share a passion for making the finest coffee and have fun do-
ing it. Working for a company that has been voted‘ No 1 coffee company in the UK’ for
nine of the last 10 years (Allegra Strategies). You will receive fantastic training both in
and out of your store, learning to perfect your coffee making skills and to deliver a top
rate experience to our customers.
We will also give you the opportunity to develop your career – fast! Over 80% of our
current Store Managers started out as Baristas and we have ambitious growth plans,
looking to open 45-50 stores each year in the UK.

49
Alongside the Barista Workbook, you can find additional information
and learning resources on the Learning Hub.

To access OKTA, follow the instructions provided in your welcome

e-mail.

On the Learning Hub you will have access to different Learning Plans
consisting of e-learning modules, videos, editable workbooks and much
more.
The first one to complete is called “Essentials Before You Serve Your
Customers”.
You should complete this learning plan before your first shift in store.

is our benefits site, also accessible via OKTA.

You can find here over 200 benefits

All the sites are mobile friendly, so you can access

everything from your phone or tablet. For the best
experience we suggest you always to upgrade your
browser to the latest version.

50
© Copyright Caffè Nero 2019

51