BRAND STANDARDS

MANUAL

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 INTRODUCTION
This guide has been put together for use of all Bar Barista and Barista Plus staff members

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within the Cwm Taf University Health Board.

The guide will be available along-side training sessions to support all staff in their learning.

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There will be various tests along with the training to ensure full understanding of all

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information.

It is a comprehensive guide to responsibilities and expectation of staff within their roles.

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Please refer to it as much as you need as it is here to help you with all aspects of your job.

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CONTENTS

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6-9 THE PERFECT ESPRESSO 45 SLATE LAYOUT

10 - 11 STEAMING THE MILK 46 RGH CAKES

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12 - 17 DRINK RECIPES 47 PCH CAKES

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18 CUSTOMER SERVICE STANDARDS 48 YCR CAKES

19 CUSTOMER JOURNEY 49 KHHP CAKES

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20 CUSTOMER COMPLAINTS AND ISSUES 50 SHELF LIFE

22 - 23 UPSELLING 51 WASTE MANAGEMENT

24 - 26 SAMPLING 52 FRIDGE DISPLAY PLAN

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28 CLOSE DOWN STANDARDS 53 YCR FRIDGE

29 DAILY CLOSE DOWN CLEANING CHECKLIST 54 PCH FRIDGE

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30 DAILY CLEANING TASKS 55 RGH FRIDGE

32 WEEKLY DEEP CLEANING CHECKLIST 56 KHHP FRIDGE

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33 WEEKLY CLEANING TASKS 57 PROMOTIONAL CALENDAR

34 CATERING STANDARD OPERATING PROCEDURES 58 - 59 PROMOTIONAL/SEASONAL RECIPES

36 - 39 MYSTERY SHOPPER/STORE WALK THROUGH STANDARDS 60 CWM TAF UHB TILL OPERATORS PROCEDURE

40 - 41 BRIDGE VALLEY MYSTERY SHOPPER QUESTIONS AND ANSWER GUIDANCE NOTES 61 CASHING UP

42 - 43 WALK THROUGH 63 SUMMARY

44 CAKE DISPLAY

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THE PERFECT ESPRESSO
STEP 2: CLEANING THE HANDLE

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The espresso is the most important drink to get right as it’s the base component of every other
coffee based hot drink. COFFEE GRIND CHECKS
Before grinding the fresh coffee, knock out the old coffee puck from the group
Weight needs to be 16g for a double shot. Run time for the shot time needs to be handle. Then clean out any left over coffee grinds with a dry brush. This will ensure
The definition of an Espresso is: A jet of hot water at 88°-93°C passes under a pressure of nine

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23-29 seconds. If when you perform your checks these figures are out the grinder freshness.
or more bar through a cake-like layer of ground and tamped coffee.

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needs to be adjusted and shots rechecked

MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY

Extracted correctly, the result is a concentrate of not more than 25/30 ml in 25 seconds time.
The espresso should dispense ‘like honey dripping off a spoon. It is very important that the dry AM WEIGHT

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weight (of ground coffee) and espresso extraction time is checked and recorded every morning
before the start of the shift, if it is not running at the correct time then turn the adjuster on the Checked by

grinder anti clockwise to make it finer (which will slow down the time or clockwise to make it

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courser which will make it quicker) and then check again. Coffee Grind Timing Checks to be completed by
ALL staff before starting their shift on the Coffee Machine

The espresso should have a thick creamy layer on top, called the crema. This crema should be
Name

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a rich golden, hazelnut colour with streaks of darker oils called tigre.

STEP 3: DOSAGE/THROW
Shot Time

STEP 1: THE GRIND Name

Once you have your clean group handle, place it into the handle holder on your

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In order to extract the oils from the coffee beans they need to be ground. The perfect grind will
grinder. Depending on your grinder, press the required dosage button or pull the
have a texture between flour and grit. If the grind is too coarse then the espresso will extract Shot Time
lever once (single) or twice (double). If you are using the single spouted handle then
too quickly and be weak with no crema. If it is too fine then the espresso will take too long to
Name it’s a single shot. If using the double spouted then it’s a double.
extract and will be burnt and bitter.
Shot Time

Name

Shot Time

Name

Shot Time

Too Coarse Perfect Grind Too Fine

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THE PERFECT ESPRESSO
STEP 4&5: TAMPING & BLESSING STEP 7: EXTRACTION

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Tamping is the process of compacting the coffee granules to ensure maximum flavour extraction. Place the group handle with coffee grind on top of the tamp mat, on Lock the group handle into the group head, place the cup(s) under the spout(s) and
the edge of the counter. Press down with the tamp, knock any loose grind back into the centre and press down again. Finally wipe away any loose grind from the handle press the corresponding button. If everything is perfect the espresso should extract

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edges (blessing). like honey dripping from a spoon. Aim for a 25 second pour starting as soon as you

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press the button.

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STEP 6: PURGE THE GROUP HEAD

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Before placing the group handle onto the machine, flush water through the group head with the continuous dose button. This will clean out any loose grind from up inside
the group head, and bring the group head up to the right temperature for brewing coffee.

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STEAMING THE MILK
Whether you are making a cappuccino, latte or a flat white, there are four stages
to steaming perfect milk...
STAGE 1: PURGE
With the cold milk in the frothing jug, purge to release some of the pressure that
would have built up in the steam wand.
STAGE 2: STRETCHING
Position the steam wand at an angle, you shouldn’t move the steam wand while
steaming the milk. Slide the frothing jug up the wand till the end is completely
submerged in milk. Switch on the steam wand and slowly lower the jug until the
wand is just below the surface of the milk. You should hear a nice hissing sound.
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STAGE 3: SPINNING
Once you have added the desired amount of air to the milk, slide the jug back up
the steam wand so the end is deep in the milk. The milk should begin to spin in
the jug like a mini whirlpool. Once you have brought the milk up to temperature
65°C, switch off the steam wand and remove the jug. Always remember to wipe
excess milk from the steam wand and to purge again at the end.
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STAGE 4: FOLDING
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When you have finished heating the milk, you will have some small bubbles on
the surface of the milk. Tap the jug once on the counter top to pop the bubbles,
then spin the milk in the jug until the foam and hot milk move as one in the jug.
The result is smooth and silky milk.
CAPPUCCINO MILK
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Cappuccino milk is thick and foamy. To get the desired level of foam you need to stretch the
milk for around 10-15 seconds (or until it doubles in volume) and then begin spinning.
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A cappuccino should have at least 2cm of foam.
LATTE MILK
Latte milk is not as thick as the cappuccino milk, as you do not add as much air. When
steaming the milk you only need to stretch for around 5-6 seconds, then begin spinning.
A latte should have no more than 1cm of foam.
FLAT WHITE MILK
Flat white milk should have a thin layer of foam, hence the name flat! To steam flat white milk,
stretch for 2-3 seconds and spin with the steam wand set deep in the milk.
A flat white should have less than 0.5cm of foam.
USING SEPARATE MILK JUGS & CLEANING
Ensure that different milk jugs are used for all varieties of milk. This is to avoid cross
contamination. You will have three jugs available to you, one for semi skimmed, one
for skimmed and one for soy milk. An additional jug needs to be used for steaming hot
chocolate. To prevent build up in jugs they need to be rinsed throughout the shift and put
through the dishwasher every few hours to clean them.
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RECIPES
CAPPUCCINO REG LRG AMERICANO REG LRG

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Preferred Tolerance Preferred Tolerance Preferred Tolerance Preferred Tolerance

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Foamed Milk Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4

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Dry Weight 16g +/- 1.5 Dry Weight 24g +/- 1.5 Dry Weight 16g Dry Weight 24g
Hot Water
Wet Weight 46g +/- 5 Wet Weight 69g +/- 5 Wet Weight Wet Weight
Steamed Milk
Foamed Milk 40% Foamed Milk 40% Hot Water 100% Hot Water 100%
Steamed Milk 60% Foamed Milk 0%

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Steamed Milk 60% Steamed Milk 0%
Espresso Espresso
Cup Size 12oz Cup Size 16oz Cup Size 12oz Cup Size 16oz
Cup Type red/black cup Cup Type white ‘bowl’ cup Cup Type red/black cup Cup Type white ‘bowl’ cup

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LATTE AMERICANO WITH MILK
Preferred Tolerance Preferred Tolerance Preferred Tolerance Preferred Tolerance
Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4 Cold Milk Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4
Foamed Milk

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Dry Weight 16g +/- 1.5 Dry Weight 24g +/- 1.5 Dry Weight 16g Dry Weight 24g
Hot Water
Wet Weight 46g +/- 5 Wet Weight 69g +/- 5 Wet Weight Wet Weight
Steamed Milk
Foamed Milk 20% Foamed Milk 20% Hot Water 90% Hot Water 90%

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Steamed Milk 80% Steamed Milk 80% Cold Milk 10% Cold Milk 10%
Espresso Espresso
Cup Size 12oz Cup Size 16oz Cup Size 12oz Cup Size 16oz
Cup Type white conical cup Cup Type white conical cup

FLAT WHITE ESPRESSO

Preferred Tolerance Preferred Tolerance Preferred Tolerance
Foamed Milk Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4
Dry Weight 16g +/- 1.5 Dry Weight 8g Dry Weight 16g
Steamed Milk Wet Weight 46g +/- 5 Wet Weight 69g Wet Weight 69g
Foamed Milk 10% Foamed Milk 0% Foamed Milk 0%
Steamed Milk 90% Steamed Milk 0% Steamed Milk 0%
Espresso Espresso
Cup Size 8oz Cup Size 3oz Cup Size 3oz
Cup Type squat conical cup

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RECIPES
HOT CHOCOLATE REG LRG WHITE MOCHA REG LRG

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Preferred Tolerance Preferred Tolerance Foamed Milk/Chocolate Preferred Tolerance Preferred Tolerance

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Foamed milk Dispense Time NA Dispense Time 25sec +/-4 Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4

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Dry Weight NA Dry Weight 24g Steamed Milk Dry Weight 16g Dry Weight 24g
Steamed Milk Wet Weight Wet Weight Wet Weight Wet Weight
Chocolate 30g Chocolate 45g Chocolate 30g Chocolate 45g
Foamed Milk 20%

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Foamed Milk 20% Espresso Foamed Milk 20% Foamed Milk 20%
Chocolate
Steamed Milk 80% Steamed Milk 80% Steamed Milk 80% Steamed Milk 80%
Cup Size 12oz Cup Size 16oz Cup Size 12oz Cup Size 16oz
Cup Type white conical cup Cup Type white conical cup
DELUXE HOT

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WHITE HOT CHOCOLATE
Preferred Tolerance Preferred Tolerance CHOCOLATE Preferred Tolerance Preferred Tolerance
Foamed milk
Dispense Time NA Dispense Time 25sec +/- 4 Foamed Milk/Cream/Marshmallow Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4

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Dry Weight 30g Dry Weight 24g Dry Weight 16g Dry Weight 16g
Steamed Milk Wet Weight Wet Weight 69g Steamed Milk Wet Weight Wet Weight
Chocolate 30g Chocolate 45g Chocolate 30g Chocolate 45g

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Foamed Milk 20% Foamed Milk 20% Foamed Milk 20% Foamed Milk 20%
Chocolate Chocolate
Steamed Milk 80% Steamed Milk 80% Steamed Milk 80% Steamed Milk 80%
Cup Size 12oz Cup Size 16oz Cup Size 12oz Cup Size 16oz
x4 Swirls whipped cream, x2 spoons marshmallows x4 swirls whipped cream, x2 spoons marshmallows
MOCHA Preferred Tolerance
DELUXE WHITE HOT
Preferred Tolerance
CHOCOLATE
Preferred Tolerance Preferred Tolerance
Foamed Milk/Chocolate Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4 Dispense Time 25sec +/- 4
Dry Weight 16g Dry Weight 24g Foamed Milk/Cream/Marshmallow Dry Weight 16g Dry Weight 16g
Steamed Milk Wet Weight Wet Weight Wet Weight Wet Weight
Chocolate 30g Chocolate 45g Steamed Milk
Chocolate 30g Chocolate 45g
Foamed Milk 20% Foamed Milk 20% Foamed Milk 20% Foamed Milk 20%
Espresso Steamed Milk 80% Steamed Milk 80% Steamed Milk 80% Steamed Milk 80%
Cup Size 16oz Chocolate
Cup Size 12oz Cup Size 12oz Cup Size 16oz
x4 swirls of whipped cream, x2 spoons of marshmallows x4 swirls of whipped cream, x2 spoons marshmallows
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RECIPES
CHILDRENS HOT

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CHOCOLATE REG LRG ICED LATTE REG LRG
Marshmallow Preferred Tolerance Marshmallow Ice 3/4 cup Ice 3/4 cup

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Milk

Dispense Time NA +/- 4 Espresso 2 shots Espresso 3 shots

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Steamed Milk Steamed Milk
Chocolate 20% Milk Fill to 1cm below the top Milk Fill to 1cm below the top
Cup Size 8oz
Chocolate ExpressoChocolate
Lower Temperature 55°C

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Heaped spoon of marshmallows

POT OF TEA ICED AMERICANO Ice cup full Ice cup full
Foamed milk Marshmall
Espresso 2 shots Espresso 3 shots

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Water
Preferred Tolerance Preferred Tolerance
Steamed M Water Fill to 1cm below the top Water Fill to 1cm below the top
Steamed Milk Tea Bag 1 Tea Bag 2
Cup Size 8oz Cup Size 8oz
Cup Type squat conical cup

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ExpressoChocolate
Chocolate

ICE-BLENDED SMOOTHIE
MUG OF TEA

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Foamed Milk/Chocolate Marshmallow Ice cup full
Preferred Tolerance
Water 1/3 cup
Steamed Milk Hot Water 90% Steamed Milk
Smoothie 2/3 cup
Cold Milk 10%
Cup Size 12oz
Espresso
Cup Size 6oz Chocolate
Blend until smooth
Cup Type white conical cup

SPECIALITY TEA FRAPPÉ

Ice cup full
Foamed Milk/Cream/Marshmallow
Preferred Tolerance
Milk Fill to 1cm below the top
Steamed Milk Tea Bag 1
Frappé Power 1 scoop
Cup Size 16oz
Cup Size 12oz
Chocolate
Blend until smooth

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CUSTOMER SERVICE STANDARDS CUSTOMER JOURNEY

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The initial greeting can make all the difference within customer service environments, all customers should 1. Upon arrival customer is greeted
be greeted as soon as possible with a smile and Hello/Good Morning/Good Afternoon. When possible even 2. Invited to come to till area
with a queue try to acknowledge customers when they first arrive even if that is with eye contact and a smile.
3. Order taken
It is our expectation that greeting customers is a team effort, everyone should be involved in welcoming

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4. Attempt at upsell
customers to the store. As we work within a hospital try to avoid asking “how are you?” as this may be

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upsetting or distressing to our customers, instead stick to safe topics of conversation like the weather. Also, 5. Total given
please ensure to prioritise Cwm Taf staff from a queue before visitors due to the limited time they have for 6. Payment received Change given
their breaks there will be signage stating this on all sites to explain this to our customers. 7. Drink order given to bar to make

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8. Customer asked to wait here
Suggestive selling is the goal not a hard sell as again being in a hospital environment we don’t want to be
9. Cake products collected by till operator
pushy. Upselling is a very important part of your role and every single customer should be offered something

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no matter how busy it is. Upselling can be used to support the staff member making drinks when it is busy. 10. Hot food put on
By taking longer talking to each customer the staff member has more time in between new orders arriving. 11. Drink handed out on hand off point, called out
Upselling is covered more in depth in a separate section. 12. Information for milk and sugars if required are given

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13. Thanks and enjoy
Things to focus on to deliver excellent customer service;

• Customer first • Hello and Goodbye

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• Please and Thankyou’s • Clear information (where to go next and get any additional items like sugars)
• Offering help

Above all customers come first. There does need to be a balance with cleaning tasks but unless you have
run out of dishes so can’t serve a customer then you should always prioritise the order. When the store is
particularly busy focus on communication with each other and customers. This will allow you to balance all
tasks that need to be completed. If you need to quickly finish something make sure to communicate to the
customer so they know you have seen them and will be with them as soon as possible.

There is a very easy way of looking at customer service, think about a time you have personally received
good customer service, are you doing those things when you serve each customer? Treat customers how
you would want to be treated as a customer.

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CUSTOMER COMPLAINTS AND ISSUES

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Unfortunately complaints and issues will always arise either from mistakes or customers not being fully satisfied. This module will aim to go over the most common of these
issues and set out a guide of how to handle them.

Common issues;

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• Drink is not how they would like it to be
• Poor quality product
• Tables dirty

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• Spills (fresh drinks)

These types of issues are easy to deal with by the staff, start by apologising and then quickly try to resolve the situation, this will make the customer feel valued,

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for example;

• Double check on what the drink is meant to be and remake the drink
• Give a repeat of the product after checking that one is of good quality or offer an alternative product

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• When possible go and clear and wipe the table straight away, or finish dealing with the customer you are currently with then go and assist.
• Quickly clear the spill using the wet floor signs and correct cleaning equipment and remake the drink

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More serious complaints and issues could be;

• Incorrect change given

• Customer not happy with the service
• More formal complaint about food or drink quality

These types of issues when possible can be resolved by the staff, but there are times when the customer is so upset or angry that it is best to refer them to a member of
management, either someone on site, giving the information of who they can contact or taking their information to pass on to management to deal with. With any more
serious issues try to get as much information as possible so that the issue can be dealt with correctly. Start with something like “sorry you feel like that, if you can explain
the problem to me I will try to resolve it for you.”

Make sure you listen and respond to what they are saying and take notes down. If you do resolve the situation and the customer leaves happy still make sure you report
back to the management team what happened so that if any further actions need to be taken they can be.

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 UPSELLING

Part of customer service is the upsell. This is used as a way of interacting with
customers but also to encourage them to try an additional item on their order. The
most basic upsell that should be offered to everyone ordering hot drinks is to
make sure to ask if they would like a regular or a large. If you say what size most
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We run promotions throughout the year, these products should be focused on
when upselling to encourage customers to try something new. We also run deals
periodically like meal deals of a coffee sandwich and crisps. So if someone has
already asked for a sandwich and a coffee try suggesting “would you like crisps

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people will just say small, if you recommend the large there is more chance of today to make your order a meal deal?”

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them choosing that. Upselling is not saying “would you like anything else” or “is
that everything” when you are upselling you need to be suggestive. Here are some Remember that if a customer asks for a product and we are sold out for any
examples that you could try; reason that you should offer an alternative instead of just saying we don’t have

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it. By just saying we don’t have it you are leaving the customer with a negative
• First thing in the morning “any toast/muffins or something for breakfast?” A lot of response instead of a positive. Use it as an opportunity to get the customer to try
customers won’t realise that we sell toast as it is not something that we display something different or suggest something that is similar.

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• In Barista Plus sites try offering additional items on a set breakfast like “would To support you in upselling, targets will be put in place, these targets will be used
you like to add a hash brown” to track sales as a result of trying to upsell specific items. They are also there to

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help if you are finding it harder to know what to upsell.
• Mid-morning you could focus more on snack items like a teacake or a packet of
welsh cakes

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• At lunch focus on meal deals and additional items, every single person buying a
sandwich or Panini should be asked “any chips* or crisps with that?” *on plus sites

• In the afternoon focus more on cakes, again offering a specific cake is best.
“Would you like something sweet to go with that today? We have some lovely
coffee cake”

• One of the best upselling items is the flavoured shots of syrups, they are versatile
and can be added to every hot and iced/blended drink apart from tea. Don’t forget
to offer sugar free options to customers asking for skimmed milk drinks

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 SAMPLING
Sampling is a tool that can be used to help with upselling. Throughout
the week you should aim to sample at least a couple of times. When
choosing look to see if any products are on a shorter date life and
sample those first so we can encourage sales instead of wasting
products.
Or sample promotional lines, or mix it up and choose something that
is not always as popular or something that people might look at the
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description and be less confident about liking it. Dont forget to keep it
simple sometimes and sample a latte with a flavoured syrup in.
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Choose the quieter times to organise the samples. The goal is to head
out to the surrounding areas from the Barista to offer to people and
then direct them back to the Barista. This should only take a short
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amount of time as everyone loves free stuff.
If it’s too busy or you are short staffed try to find an area before the
till to place the sample tray and point it out to customers so they can
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try and sample while they wait. If the tray is after the till they are less
likely to buy the product as they have already finished paying for their
choices
Try not to just put down the tray and that’s it done. Chat to people
about the product, actively trying to interact and sell. Make sure you
know what it is you’re selling. And even if you personally don’t enjoy it
sell it like you do. When sampling cakes make sure that you have a lot
of that type defrosted ready to sell as you should have an increase in
sales as a result of the sampling.
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We need to balance how much we sample so we aren’t just giving
products away and not seeing a return. So make sure the sample
portions are small we want customers to have a taste and want more.
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Suggestions of products that you could sample;
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• Any new lines so that customers can try them out without
worrying about spending money on something they don’t like
• Naked smoothie drinks (especially the green one as its colour
puts a lot of people off)
• Standard drinks with flavoured shots like caramel latte or
hazelnut hot chocolate
Try something different;
• Add hazelnut syrup to the cookies frappe it makes it taste just
like a Kinder Beuno!
• Make the mango smoothie with milk instead of water, and add
lemonade syrup tastes like a Solero ice lolly
Sampling is a tool that should be utilised when it comes to waste at
the end of a shift. Especially on a Friday when the site is not open the
following day. Sample products that you still have a lot of stock, this
will encourage sales. It is better to sample a product and make a sale
another day because a customer has tried the product and knows they
like it, than a product going straight in the bin at the end of the day.
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 SAMPLING TABLE

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DATE TIME SAMPLED ITEM & QUANTITY WHO FEEDBACK DATE OF THE PRODUCT PRODUCT SALES

EXAMPLE...

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20th August 2.30pm Green machine Naked Name of staff member Customers were surprised, When does the product go complete tally chart of items
smoothie x1 bottle who did the sampling the colour of the drink was a bit out of date? sold on day of sampling
off putting but when they tried it
they really like it. Generally
very popular.

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CLOSE DOWN STANDARDS DAILY CLOSE DOWN CLEANING CHECKLIST

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Closing down the store is about ensuring it is clean and prepared for the following day. All sites are provided with a daily cleaning schedule which must be completed daily, these completed check lists will be kept on site to document cleaning activities.
The responsibilities and expectations of the closing staff are as follows; The checklist includes the following activities:

• Pull out equipment and clean behind/underneath using sanitising spray: toaster, hot water machine, blender, chocolate machine
• A full stock up of all items: condiment bar - sugars, sweeteners, napkins,

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• Clean blender using sanitising spray, including blender hood through dishwasher
stirrers etc...

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• Clean outside of chocolate machine, especially the top with hot water and sanitising spray
• Coffee beans, hot chocolate and tea ensure there is sufficient stock in cupboards
• Clean syrup bottles and pumps using hot water
• Bottled drinks filled into fridges and spare stock available to fill through the day
• Syrup stand through dishwasher
• Fill takeaway cups and lids stock
• Clean tea boxes with hot water NO sprays

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• Check syrups and collect any that are running low
• Empty grounds drawer, rinse and put through dishwasher along with holder
• Barista sites only - collect cakes ready for sales next day (ensure they are dated)
• Clean and sanitise all bins and put new bags in
• Crisps filled neatly with all flavours clearly available. Back up stock brought to
• Condiment bar cleaned with sanitiser spray and restocked

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coffee shop ready to fill throughout the day
• Cake domes and display case cleaned including the top on case using sanitiser spray. Glass polished to remove streaks
• Wrapped biscuits filled, Welsh cakes, Bara brith and Shortbread. Get GF bars out
• Sandwich display cleaned including the top using sanitiser spray. Glass polished to remove streaks
of the freezer to defrost and be dated (21 days) in the morning
• Grinder cleaned using hot water

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• Porridge pots filled
• Coffee machine, rinse cycle and clean front and side. Clean steam wand including rubber sleeves and thoroughly flush through
• Fill coffee beans and hot chocolate
• Put Milk jugs through dishwasher and hand wash thermometers
• Clean hot water machine
Whilst on shift the expectation is that all staff work to a “clean as you go system”

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• Drain and clean with soapy water dishwasher including spray arms
maintaining the store as the day goes along, this includes performing hourly checks
• Panini grill, cleaned and crumb drawers emptied*
/ static mop or damp mop of the floors and check the tables - to ensure there are no
• Merry chef cleaned inside and out using specialised oven spray*
spillages. The clean down is covered on the next page. The expected standard is that
• All counter tops cleaned with sanitiser spray
the store is as stocked up as possible and the standard of cleanliness is that nothing
• Fronts cupboards and fridges cleaned and polished
should need to be done in the morning before opening. Whilst starting cleaning before
• Fridge seals cleaned using hot water and sanitiser
the store is closed for business isn’t a problem you need to ensure that customers aren’t
• High chair cleaned and check safety systems all in full working order
put off or think that you are already closed.
• All tables cleaned and check chairs are clean
• Sweep floor including into corners and move tables and chairs to get underneath
• Mop floor, moving tables and chairs to get underneath
*if on site

In addition to daily close down tasks there are weekly deep cleaning tasks that need to be performed (these items need to be done a MINIMUM of once a week and
are detailed on the next page). All of these deep cleaning tasks should be items that are cleaned as you go on a daily basis along with the deep clean.
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DAILY CLEANING TASKS

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DATE- WEEK MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY
COMMENCING: Name Name Name Name Name Name Name Name Name Name

Pull out equipment & Coffee machine

clean behind Rinse through, clean
including steam wand

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Toaster Milk jugs into
dishwasher & hand

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wash thermometers

Hot water machine Wipe down hot

water machine

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Chocolate Machine Empty and clean
Dishwasher including
spray arms

Wipe down blender Clean panini grill/

Hood through Oven, Empty crumb
dishwasher drawers

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Wipe down Fronts of cupboards
chocolate machine & fridges, including
Including top fridge seals

Wipe down syrup Wipe down tea
bottles & pumps boxes

Put syrup stand Sweep floors

through dishwasher Moving all chairs
and tables

Grounds drawer Mop floors moving

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Both parts through all chairs and tables
dishwasher

Bins, sanitise and Clean high chairs

new bag. Including and check for
bin cupboard safety

Clean condiments Date all stock

bar, including stock whip cream, soy,
up smoothies

Clean cake case & Turn of lights,

cake stand, Waste extractor fan &
EOD cakes, store & check doors &
date remaining
Collect stock for
next day
Top of display

cases & machines.
Waste EOD All waste correctly
sandwiches, store disposed of
remaining

Wipe down grinder Staff Member

signature

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WEEKLY DEEP CLEANING CHECKLIST WEEKLY CLEANING TASKS

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All sites are provided with a weekly cleaning schedule which must be completed weekly, these completed DATE- WEEK COMMENCING: MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY
Name Name Name Name Name
check lists will be kept on site to document cleaning activities. The checklist includes the following activities:

• Empty bean hopper and put through dishwasher (ensure fully dry before refilling) Bean hopper through dishwasher

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• Tea stand remove boxes of tea and put through dishwasher
Check all cups for stains and clean

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• Storage shelves, all items removed and shelves cleaned using hot water and sanitiser
• Under counter storage cupboards emptied out and cleaned using hot water and sanitiser
Tea stand through dishwasher
• Fridges emptied out and cleaned using sanitiser
• Cups moved from top of coffee machine and cleaned using hot water

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Shelves clean & organise
• All cups checked for stains and clean those needed
• Trolleys/tray stand cleaned including wheels using hot soapy water Cupboards clean and organise
• Table and chair legs cleaned with hot soapy water and checked for safety

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• Deep clean chocolate machine parts (ensure fully dry before refilling) Fridges clean

• Clean down windowsills with hot soapy water*

• Clean skirting boards with hot soapy water Top of coffee machine remove all cups

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• Dust/clean fire extinguishers*
• Dust light fittings Trolley & tray stand wipe including wheels

• Dust/clean plants

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Tables & chairs clean and check for
• Rota wash floors safety

*if on site
Rotar wash

Clean/dust plants

Clean skirting boards

Fire extinguishers dust

Windows sills wipe down

Supervisor Check signature

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CATERING STANDARD OPERATING PROCEDURES

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All staff are responsible for following the Catering Standard Operating Procedures. In brief this includes but is not limited to;

• Correct uniform including-

• Jewellery is not permitted except for a plain wedding band

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• Finger nails must be kept short and clean. Nail varnish and false nails are not permitted

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• Food handlers with long hair must wear it tied up and covered
• Checking quality of all products delivered before sale
• Maintaining Environmental Health and Trading standards

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• HACCP – Temperature recording
• Food temperate controls*
• Ensuring Allergens and Cross contaminations procedures are

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being observed
• Maintaining personal hygiene - following correct hand washing
procedures

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*for plus sites

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MYSTERY SHOPPER/STORE WALK THROUGH STANDARDS

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We have tools in place to help maintain our standards of customer service and cleanliness, one is in house with the store walk through and the second is the mystery
shopper reviews, these reports put you in the customer’s shoes’ to get a feel of what it is like from their perspective. There is also a customer satisfaction survey that
customers need to be informed of and given instructions on how to complete by using the web address or the QR codes. The mystery shopper will come once per month,

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the store walk through is a tool for you as a staff member to utilise. The expectation is that each staff member completes a walk through once a week. The standard’s that
are being looked for in these reports are as follows;

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• How inviting is the store? • How clean is the store? • What the service is like? • Are staff upselling?
• Is there good availability and choice? • How long is the wait time? • Quality of drink

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Below are the expectations for each of these areas; HOW CLEAN IS THE STORE?

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HOW INVITING IS THE STORE? Making sure that any spills are dealt with immediately and that there is an hourly spot check of the café floors so that crumbs can be swept up.
Tables should be cleared and wiped as soon as possible once customers leave. The back bar should be kept clean as you work clearing up coffee grinds and any

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The focus here is the general atmosphere in the shop. The store should not be too noisy, so make sure you are not clattering dishes around as the noise is very loud. spills. Dirty dishes should be kept organised and dealt with once all customers have been served. The cleaning checklists are there to support and ensure the store is
General chatter should be heard but staff should make sure they are always speaking in polite and friendly tones and as much as possible avoiding shouting to each other. maintained and kept clean.
The store should be kept clean and well stocked (these items will be covered more in depth) The site should be well lit so that customers can clearly see all offerings and

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it is clear the site is open if when quiet. The store should be kept clean and well stocked (these items will be covered more in depth) The site should be well lit so that • Tables being cleared as soon as possible • Staff using ‘clean as you go’ • Back bar tidy and well organised
customers can clearly see all offerings and it is clear the site is open even when it is quiet.

WHAT IS THE SERVICE LIKE?

Staff are being observed as to how professional and friendly they are. The expectations are outlined in the customer service section of the booklet. In brief, customers
should be greeted with a smile in a timely fashion, there should always be a staff member behind the counter. Customers should always be the priority, leaving cleaning
and dishes until after customers have been served. The interaction with customers should be more than a basic what can I get for you. Offering additional items is an
easy way of interacting more.

• Friendly greeting • Interaction with customers

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ARE STAFF UPSELLING?

Again this is covered in full in the customer service section in the booklet. The expectation is that every customer is asked if their drink is a regular or a large and an

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additional suggestion is made to upsell an item. This can be anything from a syrup shot in a drink, crisps with a sandwich or a specific cake. Every single customer needs
to be offered something.

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• Regular or Large • Additional item

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IS THERE GOOD AVAILABILITY AND CHOICE?

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This covers the stock that is available. The observers are looking at the cakes, sandwiches and bottled drinks in particular. There should be good offerings available in the
cake display up until close down. Apart from on a Friday when you should be aiming to sell through so you are minimising the waste. The display should be topped up

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throughout the day as products sell and maintained by cleaning away crumbs so that it looks appealing. The sandwich display should offer a range of products that are
displayed in a clear manner with labels facing forward so that it is clear what is there. Stock should be available throughout the whole day only running lower towards the
very end of the shift. Bottles should be kept topped up throughout the day and have labels facing forward. All other stock should be filled throughout the shift maintaining HOW LONG IS THE WAIT TIME?

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stock levels of items such as fruit, crisps and wrapped biscuits. Displays should not run low. If you are low on stock, you should be creative with how to display what
items you still have so that it still looks appealing.
There is not a set time expectation as to the wait time for customers, as it is all dependent on how busy the store is. This is just an indicator as to how the team is working

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to best focus on customers. An order when there is no one else waiting before or after should only take a couple of minutes at most, however a customer who arrives in
• Good choice of cakes • Selection of sandwiches and hot toasties • Appealing/clean displays
a queue or after a big order will obviously take longer. The expectation is that customers always come first. If there is a long queue or wait time ensure that an apology is
made, either saying sorry about the wait or thank you for waiting.

QUALITY OF DRINK
The section on beverage making will cover in depth what the expectation is with the drinks being made. The basics that are being observed are that the drink is in
temperature range (60-70), whether the milk and foam are of a good quality, (smooth with no large bubbles) and lastly the amount of foam in the drink. The expectation
is that all drinks are made to the same standard whether you have 15 people in a queue or 2. Do not rush making a drink it is better to wait a few minutes and have a
good quality drink than a short time and have a bad drink. The recipe standards are in place to be followed. Unless a customer specifically asks for something different
then there should be consistency with every single drink. Overall try to think as if you are a customer. How would you like the store to look, how would you like your
drink to taste etc...
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BRIDGE VALLEY MYSTERY SHOPPER
QUESTIONS AND ANSWER GUIDANCE NOTES

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Please give as much information as possible while answering these questions. Focus on details.

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Q1. Coffee Shop Name and location?

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Q2. Today’s Date / Time?

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Q3. Is the Coffee Shop easy to find from the main entrance?
Q11. How long did you have to wait for your order??
Q4. Is there sufficient signage to guide you to the coffee shop, is it appealing? • Include any obvious reasons as to why the wait time was long • Did staff explain/apologise for the wait?

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Q5. How clean and tidy is the coffee shop? Q12. Is the bar area tidy?
Check; Expectation is;
• Are tables being cleared and wiped as soon as possible? • Are the skirting boards clean? • Is there good stock levels of napkins, sugars etc..?

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• Staff using clean as you go method • Dirty dishes being dealt with as soon as possible

Q6. Who were you served by? Q13. Are the menu boards clear? Do they make sense?

Please ensure to include names of till operator and staff member who makes your drink
Q7. How many people are there currently queuing in the coffee shop?
Q8. How many people are currently sitting in the coffee shop?
Q9. What did you order? How much was it?
Q10. Were you greeted in a professional, friendly way at the point of order? What did they say?
Please include as much detail as possible. Expectation is;
• Hello, good morning, good afternoon • Offer of regular or large • Additional upsell of some sort (include what was
• Please and thank you • Instructions of where to wait/where items will be
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Q14. Are there any seasonal promotions out on display? If so, what are they and are they appealing?
Q15. Tell me about the hot drink you ordered? Is it as you would like? What temperature is it?
Do not order Tea or Americano as milk quality needs to be observed;
• Temperature range 60-70 • 1cm of foam on latte and at least 2cm of foam on cappuccino • Cup clean without spills/drips
Q16. Is there a good range of cake and sandwiches?
Expectation is;
• At least 8 types of cakes available • Are the displays appealing? • Are displays well stocked and clean?
offered and how they word it) Q17. Any additional comments or observations?

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WALK THROUGH

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Completed by:
If the store is not too busy. Please order a Latte or Cappuccino ask for it in a PLASTIC
cup. Test the quality of the drink;
Site, Date and Time

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Latte - is the foam between 1cm-1.5cm max Yes / No

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Staff on shift. Latte - is the foam smooth with no big bubbles Yes / No
Cappuccino - is there at least 2cm of foam Yes / No
Is the store Inviting? Cappuccino - is the foam smooth with no big bubbles Yes / No

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Cappuccino - is the foam all white? It should be different shades of brown Yes / No
How many people are seated Ask to borrow a thermometer. Is the temperature between 60-70? Yes / No
and how many are queuing?
Temperature .............

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Store cleanliness? Are tables
being cleared once people leave?

Condiment bar- is it clean and well

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stocked with sugars, napkins etc?

Offerings- Is there a good range of

Cakes, sandwiches and bottled drinks?

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Do the displays look full and appealing?
Do they match the Planogram?

Are customers greeted quickly and

with a smile?

Are staff upselling? (Offering large size,

food items) if yes, what is offered?

How long are customers waiting before

they are greeted?

How long after being served are customers

receiving their drinks? Include any reasons
that are visible why the wait is longer.

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CAKE DISPLAY SLATE LAYOUT

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Each site has a different display case and different stock levels so there are planograms for all of the sites in this section (shown on the next page). Each site is different
as to how busy they are so the quantities of each item will vary from site to site.

All sites should have available and displayed every day; There should also always be the following wrapped items available;

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• X4 tray bakes • Welsh cakes
• X3 round cakes • Shortbread
• X2 flavours of muffin (minimum) • Bara Brith

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• Teacakes • X3 flavours of GF bars (each bar must be dated on defrost for 21 days)
• Pastries* (available until 12pm) • X3 flavours Boka Bars
• Scones (available from 12pm with jam and cream) • Minimum X1 flavour cookie (each cookie must be dated on defrost for 4 days)

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*barista sites only

Stock levels need to be maintained throughout the shift. The display should hold a good range of products until the end of the shift. These can then be covered and

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stored ready for the next morning. The exception to this is on a Friday when you are closed the next day you do want to let the stock run low to reduce wastage at the
end of the day. Get creative with the display so that it doesn’t look empty. The worst thing is cake that looks like leftovers no one wants to buy that! So try displaying
some of the wrapped products onto the black slates in the display to keep it still looking full. Utilise sampling on a Friday on items due to be wasted to encourage sales.

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We are also responsible for maintaining healthy choices. There are certain items that must always be available to fill our obligation under the healthy eating directive set in
place, these items are;

• Fruit - the fruit bowl needs to be full with a good range of items.
• Boka Bars - lower sugar and fully Cquin compliant
• Bottled water
• At least one low sugar or zero sugar bottled drink
• Baked fushion crisps

All gluten free/vegan items need to be kept sterile from the allergens so alternate tongs need to be used when serving them. If space is tight and items are very close to
gluten free products then cover the gluten free products to ensure they remain allergen free.

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 RGH CAKES PCH CAKES

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 YCR CAKES KHHP CAKES

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SHELF LIFE WASTE MANAGEMENT

All cakes need to be dated. There is a ‘date dot sheet’ (shown below) that you need to fill out each day and check at the end of the day for waste.
All items have a shelf life of 72 hours (3 days). So if you defrost cakes on a Monday morning they need to be wasted on Wednesday evening if they are defrosted Monday
evening they need to be wasted Thursday evening. Use the date sticker of the day that the cake is wasted and write on the quantity and the date that the item needs to
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The waste sheet needs to be completed when any item is wasted this needs to include clear reasons as to why it has been wasted. Items that are damaged or
returned need to be included in this not just items that have reached their shelf life. Please also include any items that are transferred to the Restaurant or Patient
Catering Department to be sold or used when the Barista is closed for the weekend. In addition to the information recorded on the Sampling sheets all sampled
products must be recorded on the Waste sheet to ensure all waste is recorded together. The sheet should be filled out as soon as possible after the item is wasted to

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be wasted. avoid items being missed.

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WASTE RECORDING
Black Cherry & Almond Slice Chocolate Fruit & Nut Tray Belgian Chocolate Cake Rocky Road Slice Plain Scones Carrot Cake

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Date Item Quantity Reason
D= Damaged*Include how e.g. dropped/poor quality
S= Sampled
E= End of shelf life

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T = Transferred to
Caramel Shortcake Tray bake Eaton Mess Toffee Cake Tiramisu Slice Sultana Scones GF Ginger cake R= Restaurant
P= Patient catering

Fri 24/08/18 BLT Sandwich 1 D Not enough filling so

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customer returned.

Classic Chocolate Brownie White Chocolate & Cranberry Butter Cream & Jam Sponge Blackcurrant crumble Slice GF Sultana Scones GF Mint Choc Cake

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Lemon Drizzle Slice Banana & Walnut Loaf Coffee & Walnut Cake Chocolate Muffin Blueberry Muffin Black Forest Cake

Granola Slice Fruit Loaf Red Velvet Cake Lemon Poppyseed Muffin Raspberry White Choc Muffin GF Pecan & Walnut slice

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FRIDGE DISPLAY PLAN YCR DRINKS FRIDGE YCR FRIDGE

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The fridges are the same as the cakes in that they are different on all sites. Below is the list of items that should always be available (flavours of sandwiches and toasties
subject to change with new lines being added).

Bottled Drinks;

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• Coke • Diet Coke • Coke Zero • Fanta Zero

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• Sprite Zero • Traditional Lemonade • Still Water • Apple Juice
• Orange Juice • Naked Smoothies (Minimum 2 flavours) • X3 flavour milkshakes

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Sandwiches;
• Summer Chicken • Ham and Egg Mayo • Double Egg Mayo • Limited Edition
• Cheddar with Fig & Honey Chutney • Vegan Spiced Cauliflower & Mango Chutney • Chicken Caesar • Smoked Salmon

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Toasties;
• Ham & Emmental • Chicken, Bacon, Brie & Cranberry • Cheddar & Tomato • New Yorker

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Paninis;
• Cheese & Ham • Sweet Chilli Tuna • Louisiana BBQ Chicken

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At least one Gluten Free sandwich or roll available each day;
• Selection of baguettes • Ham & Cheese Croissant • Vegan Wrap
• Selection of Express Wraps** • Selection of Salads***

All products need to be displayed with labels facing forward. Drinks need to be displayed with the most sugary lines in the least prominent position and healthier lines in
an obvious position.

*Plus sites
**In sites that have an oven
***Real wrap products in Baristas and handmade in Plus sites

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 PCH FRIDGE RGH FRIDGE

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 KHHP FRIDGE PROMOTIONAL CALENDAR

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Bridge Valley to send information for stock required and final poster designs to be
approved 2 weeks before start date. Bridge valley to send out posters a week
before start date.

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Spring Available from 19th February

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• Salted caramel Latte
• Orange Hot Chocolate

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Summer Available from 4th June
• Peach Iced Tea
• Lemon & Lime refresher

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Autumn Available from 17th September
• Toffee Apple Latte

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• Pumpkin Spice Latte

Winter Available from 6th November

• Caramel Nut Latte

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• Gingerbread Latte

There will also be promotional/seasonal food items available, which include but are
not limited to;
• Hot Cross Buns
• Chocolate Orange Cake
• Pumpkin Slice
• Mince Pies
• Gingerbread Muffins

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PROMOTIONAL/SEASONAL RECIPES

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SALTED CARAMEL LATTE TOFFEE APPLE LATTE
KEY

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Sweetbird Salted Caramel Syrup, Double Espresso, Steamed Milk Sweetbird Toffee Apple Syrup, Double Espresso, Steamed Milk

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INGREDIENTS
Add 2 pumps syrup and double espresso to cup, then top with steamed milk Add 2 pumps syrup and double espresso to cup, then top with steamed milk

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INSTRUCTIONS

ORANGE HOT CHOCOLATE PUMPKIN SPICE LATTE

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Zuma Hot Chocolate, Sweetbird Orange Syrup, Steamed Milk Sweetbird Pumpkin Spiced Syrup, Double Espresso, Steamed Milk

Add 1 scoop Zuma Hot Chocolate, mix to a paste with a little hot water, add 2 pumps syrup, then top with steamed milk Add 2 pumps syrup and double espresso to cup, then top with steamed milk

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PEACHED ICE TEA CARAMEL NUT LATTE

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Peach Iced Tea Syrup, Sparkling Water, Ice Sweetbird Caramel Syrup, Sweetbird Hazelnut Syrup, Double Espresso, Steamed Milk

Add 4 pumps syrup to cup, top to ¾ with sparkling water, stir and add ice Add 1 pump of each syrup and double espresso to cup, then top with steamed milk

LEMON AND LIME REFRESHER GINGERBREAD LATTE

Sweetbird Lemonade Syrup, Sweetbird Lime Syrup, Sparkling Water, Ice Sweetbird Gingerbread Syrup, Double Espresso, Steamed Milk

Add 2 pumps of each syrup to cup, top to ¾ with sparkling water, and add ice Add 2 pumps syrup and double espresso to cup, then top with steamed milk

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CWM TAF UHB TILL OPERATORS PROCEDURE CASHING UP

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Till procedure 1. Go to the home screen on the till then select X/Z Reports (this will open a new box)
• Till operator to check float is correct before commencement of each session
• It is the responsibility of the employee operating the till to ensure that all monies are received for goods that are available in the Barista 2. Scroll down to Z report
• All operators are to log on using their OWN personal number Via staff card reader if during session you need to leave the till you MUST log off and new user

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logs on using their own personal number via staff card reader 3. Select Daily Report and sign in (this will then open the till)

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Visitors 4. Take out the float amount for the next day ensure you have a good amount of change so that there will be sufficient for the morning rush. (The float can be
• All visitors must be charged the stipulated price for goods taken out before close down to save time - £50 for RGH and YCR and £100 for KHHP and PCH)

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Personal 5. Count the remainder of the monies and record this information accurately on the cash sheet
• All items brought to the till must be paid via the till and all transactions to be placed on the receipt using the names or code buttons

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• Only the person issued with their “Log On Button” to use that button 6. Once you have your total for the Monies type this in onto the screen and press enter (this will then bring up a new box)
• If errors are made, please sign the till roll and keep receipt in the till
• Voids will be done by two designated members of staff at the end of each session 7. Press print

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• Items purchased by individual staff members must be inputted into the till by either the till operator or another person – who is not the purchaser
• At the end of each session floats to be checked and the remaining monies form the sessions takings this is then declared to the till and a Z reading is sought 8. Once the receipt has printed out press to confirm reset of Z Totals
following the till procedure... All takings are then transferred to Cash Takings sheet accurately, ALL discrepancies MUST be declared and an explanation
written on to the receipt & cash takings sheet attach any evidence 9. Check the receipt print out for Over or shortage against declared monies.

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• For discrepancies over £1.50 a supervisors/managers signature is required to confirm reason
ALL discrepancies MUST be declared and an explanation written on to the receipt & cash takings sheet attach any evidence. For discrepancies over £1.50 a supervisors/
ANY BREACHES OF THESE TILL PROCEDURES MAY RESULT IN DISCIPLINARY ACTION. managers needs to be informed and a signature is required to confirm reason.

TILL PROCEDURE ACKNOWLEDGEMENT SHEET Collect together cash sheet, till print out and all card payment receipts and the monies and delivery these to General Office. Correctly store the Cash float for the next
day.
I agree that I have read the TILL PROCEDURES and sign forthwith.

NAME ........................................................................................ DATE ........................................................................................

To be reviewed April 2021 or before if required. SB – 30th April 2018

MR Stephen Barnard – Head of Catering Services 30th April 2018

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 I E W
SUMMARY

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Hopefully this guide along with the training you have received has given you a clear

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understanding of the expectations of your job role.

Should you need any extra support do not hesitate to ask. This guide is available to refer
back to and periodically there will be top up and refresher training.

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The expectations laid out in this guide are the ones that Store Walk Through and Mystery
Shopper surveys are measured against. Training and assessment will be undertaken for all

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aspects of the handbook. PDR’s (Personal Development Review) will be utilized to ensure
that all expectations are met.

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