New Barista Training Manual 2023

New Barista
Training Manual
Revised 12/22
Welcome to
BIGGBY® Nation!
You’re joining an elite group of people today, and the first thing you need to know about your
new job is this: BIGGBY® COFFEE exists to LOVE PEOPLE.
As a BIGGBY® COFFEE Barista you will be on the front lines of this operation every day, in charge
of delivering an amazing message (not to mention a fantastic cup of coffee) to each and every
customer who walks through the door. It is up to you to make sure that they feel the love!! It’s
an awesome responsibility, and there is no one better to handle it than YOU.
You weren’t hired for this important job by accident. You’ve been selected because you have
the foundational make-up of a BIGGBY® Barista. You’re friendly, outgoing and energetic. You are
enthusiastic and ready to learn about this company, who we are and what we do!
Over the course of the next few days, you’re going to be inundated with a great deal of
information. You’ll be asked to step outside of your comfort zone. Be brave, have faith, keep
smiling and keep learning!
BIGGBY® COFFEE New Barista Training Manual | 1

New Barista
Training Manual
table of contents
2 | BIGGBY® COFFEE New Barista Training Manual

Purpose and Vision .............................................................................................................................. 4
The BIGGBY® COFFEE Operating Philosophy ........................................................................................5
The BIGGBY® COFFEE Mission Statement .............................................................................................7
Appearance and Uniform Policy .......................................................................................................... 8
Important Nuts and Bolts of the Job ...................................................................................................10
BIGGBY® COFFEE Behind “The Line” ................................................................................................... 14
The Shotpuller ..................................................................................................................................... 15
Shotpuller Only Drinks ........................................................................................................................ 18
Fundamentals of Drink Construction ................................................................................................. 20
Blender Drinks .................................................................................................................................... 22
Energy................................................................................................................................................. 24
Brewed Coffee ................................................................................................................................... 28
Tea Time ..............................................................................................................................................32
The Milksteamer ..................................................................................................................................34
Milksteamer: Priority One ....................................................................................................................37
The Cashier .........................................................................................................................................39
The BIGGBY® Method – Choose the Perfect Drink ............................................................................. 45
Details of the Cashier Position ........................................................................................................... 46
The Drive Thru Cashier ....................................................................................................................... 48
PERC-O-Matic....................................................................................................................................... 51
BIGGBY® Loyalty and Rewards ............................................................................................................63
The Food Menu .................................................................................................................................. 64
Appendix A: Drink Cheat Sheets ........................................................................................................ 68
Appendix B: Drink Flavor Rules ...........................................................................................................72

Our Purpose and Vision
BIGGBY® COFFEE’s Higher Purpose, the reason BIGGBY® COFFEE

exists is to support you in building a life that you love.
This means YOU. United behind this purpose, our Baristas, Owner/Operators, and Home Office employees
will create a culture that empowers us all to intentionally build a life we love. That culture will reach
beyond BIGGBY® Nation to our families, friends, and communities. As BIGGBY® Nation grows, this impact
expands. The world will take notice, and the workplace will begin to change.
This is what we will call The BIGGBY® Effect. Our Vision is to change workplace culture in America. We
believe that most people go to work because they have to, not because they want to. We believe that
this toxic workplace culture that exists for most people reduces the quality of life for them, their families,
and their communities, contributing to chronic illness, domestic strife, and many of the other tough
problems we face. The workplace culture will improve and it all starts with BIGGBY®.
How do we support people in building lives they love you ask? The answer is through the four
foundational elements listed below. Having these four elements gives you a solid foundation so that you
can go to work on building the life that you love.
Knowing Who You Want To Be: This is a combination of knowing what you want to be and also knowing
how you want to be. Knowing what you want to be is all about knowing what you want to be when you
grow up. Knowing how you want to be is more about how you want to be seen and how you want other
people to view you.
Sense Of Belonging: Whether you are talking about your family, your friends, your coworkers, or another
community this is about having a sense in your life that you belong somewhere.
The Ability to Exceed Your Basic Needs: If you are struggling to put food on the table or to have shelter
or clothing you are not going to be able to look down the road and focus on building a life that you love
because you will be too focused on the present. We define the ability to exceed your basic needs as
being able to put away at least 10% of your income towards your future.
Discovering Your Personal Vitality: We look at vitality from the perspective of physical, spiritual, mental,
and emotional vitality. We believe that when you have a firm grasp and understanding of how you want to
feel within each one of these vitalities you are ready to build the life that you love.
Whether you have these foundational elements met or not, if you are ready to get to work on building
a life that you love we have a few resources available to you! The Life You Love Assessment is a great
way for you to take stock of your life as it relates to the foundational elements. You can check out
that assessment and take it for yourself at BIGGBY.com/lyla. The Life You Love Laboratory® also offers
workshops based on our 4 foundational elements and seminars that focus on personal development and
growth. Please visit us at BIGGBY.com/lifelab to learn more about Life Lab® and how BIGGBY® COFFEE can
support you in building a life that you love. We will improve workplace culture in America, it all starts with
BIGGBY®. It all starts with you.

The BIGGBY® COFFEE Operating Philosophy
What is an operating philosophy and why do we need it?

• An operating philosophy is an articulation of ideas, practices and commitments.
• It is the skeleton around which we build all of our operational practices.
The BIGGBY® Operating Philosophy is called PERC.

P – Perception by customers that we respect their time and move them as quickly as possible.
E – Every customer leaves the store in a better mood than when the customer arrived.
R – Recognize each customer as an individual.
C – Consistently produce a high quality beverage.
PERC was designed to communicate the basics of providing exceptional customer service at every
moment of every day. Your first official task as a BIGGBY® Barista is to memorize PERC word-for-word.
If you bring PERC into every action you take while working in the store, you will be a successful BIGGBY®
Barista.
What does PERC look like in action?

Be energetic, aggressively friendly, make eye contact and smile at your customers.
This is the baseline of PERC in action. If you aren’t doing this, you cannot achieve PERC. #truth
Treat every order as if it were a race. Whether you are taking the order, preparing the drink or serving it
out, speed is the name of the game.
Fun Fact: You don’t have to be crazy busy to work with a sense of urgency!
Your energy, excitement and enthusiasm can create a sense of urgency
at any moment in time!
Greet each customer as if you are greeting your best friend! Whether you’ve seen them 3 times this
week, or they are a brand new face, they will feel that you are happy to see them and jazzed to get to
know them!
Don’t sacrifice the quality of the product OR the quality of your interaction with a customer for speed
of service. You can go so fast that the drink isn’t perfect, and you can go so fast that the service is
compromised.
Rule of thumb: Do it right first, then do it right fast!

The BIGGBY® COFFEE Operating Philosophy
Remember that BIGGBY® COFFEE exists to love people, and because of this, each
position behind the line has a unique application of PERC to every action.
The Cashier/Drive Thru Cashier

P – Always be present at the POP (or on the headset) to give a friendly and prompt greeting to the
customer as they enter the store.
E – If you’re a drive thru cashier, smile while you greet the customer over the headset. They will hear the
smile in your voice!
R – Learn your customers names (you might have to introduce yourself, first) and learn their drinks!
C – Ring up drinks correctly and quickly, send the tickets promptly and call out the orders loud and clear!
The Shotpuller
P – Move, move, MOVE! Keep airpots/carafes full, laps run and drinks set up! Staying in motion will let
customers know you are working fast!
E – Move quickly, have fun and be perfect! Your customers will feel the awesome energy!
R – Smile and say a quick “hello” to customers as they wait in line, smile and visit with them while you run
laps!
C – Make sure that your recipes are correct, and your shots and ingredients are fresh!
The Milksteamer
P – Have constant and authentic conversations with the customers to make their wait seem shorter!
E – Smile and make eye contact, smile and keep your energy up! Enthusiasm is contagious, and the
customer will catch yours!
R – Ask questions that will make each individual customer feel special. If you know their name, use it!
C – Make sure the drink is PERFECT. The weight, temperature, whipped cream and straw! Everything! Be
proud of the drinks you craft!

Mission Statement and Cultural Values
“Did I make the customer happy?”

When all is said and done, your job is really that easy (and challenging) – Make the customer feel better,
all the time. Constantly look for what is above and what is beyond. This isn’t a polite smile and a great
cup of coffee; it is a day-changing, and eventually life-changing customer/barista interaction!!
Mission Statement
A mission statement is meant to quickly convey the aims and values of an organization. While it isn’t
possible to get all of the details into a mission statement, it is possible to say one big goal in one little
breath!
Create one new BIGGBY® COFFEE fanatic per day,

per store, who will actively promote us to others.

Your mission, should you choose to accept it, is to ensure that every customer who leaves the store will
head out into the world and tell one (if not many) of their friends to go to BIGGBY®!
BIGGBY® COFFEE Cultural Values

Just as our Mission Statement is a short articulation of what our daily goal is, our Cultural Values are a
short articulation of what is important to the people of BIGGBY® Nation.
Make Friends
Take an active interest in getting to know the people around you.
Have Fun
Laugh, joke and smile with the people around you. At BIGGBY®, having fun is part of our daily
expectations.
B Yourself
At BIGGBY® everyone is welcome to be themselves. We want to know who you are!
Share Great Coffee

Family and friends come together over a cup of coffee. Here at BIGGBY® we want that tradition to live on!
If we bring these values into our everyday lives, we will be the friendly coffee community!

Appearance and Uniform Policy
The BIGGBY® COFFEE Appearance and Uniform Policy is specially crafted to allow
our Baristas to express themselves while representing the BIGGBY® brand, all while
staying within safety and sanitization guidelines.
Safety
The uniform must provide protection from the normal hazards that are encountered
while completing the tasks and duties of working in a BIGGBY® COFFEE.
Sanitization
The appearance policy must protect our product and customers from potential health risks, and adhere
to Health Department policy.
Cleanliness
Clothing must be laundered, pressed, and kept in good repair. Wrinkly, ripped, stained or otherwise
damaged clothing is not permitted. Hair must be kept clean, and good hygiene practices are a must.
Modesty
Clothing should be modest and fit appropriately. Clothing that is either very
tight or very baggy is not permitted. Clothing should fit so that as you move around no skin is exposed
between the bottom of your shirt and the waistband of your pants. Clothing that allows undergarments
to be exposed is not permitted.
Brand Specific
The uniform policy must represent who BIGGBY® COFFEE is as a brand.
B Yourself
The appearance and uniform policy will allow for a barista to apply their
personal style to a standard uniform expectation.
Generally
• Our policy does not supersede local Health Department policy.
• Individual BIGGBY® Owner/Operators may specify their own standards so long as they fall within the
boundaries of the company policy.
• No aspect of an employee’s clothing or appearance may include visible symbols or representations of a
political or religious nature, or include any violent or offensive imagery.

Appearence and Uniform Policy
Hair
• Must be restrained if it falls to your shoulders or into your face.
• Beards, mustaches and goatees must be kept short and trimmed.
• Hair and facial hair must be kept clean.
• Hats and headbands are permitted.
- The only logo permitted on headwear is an approved BIGGBY® logo.
- Headwear with no logos is permitted.
Jewelry & Makeup

• Jewelry should be kept to a minimum and should in no way pose a safety issue to the barista.
• Wristwatches, bracelets, and rings (except for one wedding band) are not permitted as they are a
food safety risk.
• Facial and ear piercings are permitted. Gauges, small hoops, and stud rings are permitted and should
not be excessive.
• False fingernails and fingernail polish are permitted, however any barista handling food or preparing
drinks with false fingernails or fingernail polish are required to wear gloves and follow proper glove safety.
· Always wash hands before putting gloves on and/or when putting on a new pair of gloves.
· Wash hands and put on new gloves when changing tasks (example: moving from food prep to
beverage production)
· Always wash hands and put on new gloves when coming into contact with a contaminated
surface (wash hands and change gloves any time you would normally wash your hands).
· Always dispose of gloves after being worn; never re-use gloves after they have been taken off.
Clothing
• An approved BIGGBY® shirt must be worn at all times.
• Long sleeved shirts of any color or pattern may be worn under a short sleeved BIGGBY® shirt.
• Slacks, capris, and denim of any color or pattern are permitted.
· Shorts may not be shorter than 4 inches above the knee.
· NO yoga pants or other “active wear.” The material of these types of clothing do not protect from
hot liquids or steam and may create an additional safety risk (fuse to skin).
· Pants may not have tears or holes, including distress.
• Shoes must be:
· Non- slip, closed toe and heel, and cover the top of the foot for safety.
· Leather, not suede or canvas, for cleanliness.
· Any color under the rainbow.
• Socks must cover ankles.
• Outerwear must be clean, appropriately fitting, have a BIGGBY® Logo and be worn underneath
the apron.
• A black bib apron worn over the neck and tied behind you must be worn behind the line at all times.

Important Nuts and Bolts of the Job
As a BIGGBY® COFFEE Barista, you’ll be responsible for keeping things safe,
secure and clean. Think of this as the “nuts and bolts” of the job. Even though our
promise is to be the friendly coffee community, having the best products and best
atmosphere starts and ends with these black and white rules!
Safety
• Floors will get slippery which is why we wear non-slip shoes. Clean up any spills immediately to
reduce the risk of slipping and falling.
• Be careful when walking around blind corners, through doors or passing behind another barista.
Simply saying the words, “Corner” or “Behind” lets people know where you are, and where you
are going.
• Report anything that seems hazardous to your manager.
• Weapons are not permitted in the store.
• Do not drink alcohol or use drugs before or during your shift.
Security
• Keep the back door locked at all times. It is not an entrance into the store. Deliveries can be accepted
through the back door, but it may not be propped open. This is a health code violation.
• Never give out a fellow employee’s schedule, phone number, address or full name.
• Ask for help from the leader on shift when dealing with a troublesome customer.
• In the event of a robbery, comply fully with the robber. When they have left the store, lock the doors
and call 911.
• Also see the “Emergency Response Procedures Flipbook”
Sanitation
• Follow proper handwashing procedures to a T - it is your job to protect our products from exposure
to harmful germs.
• Keep an eye on proper refrigeration temperatures.
· The temperature danger zone is 40 to 135 degrees.
· Cold food must be kept between 34 to 40 degrees.
· Hot foods should be kept between 135 and 165 degrees.
• Wear an apron over your neck, seams in and tied in the back, at ALL TIMES when you are behind the
line. Do not use the apron as a towel. Your apron acts as a barrier, protecting the food and equipment
from germs that are on your clothing.
• No eating or chewing gum behind the counter. Both are health code violations.
• Keep any sores, cuts and abrasions clean and covered with a colored bandage. Wear a waterproof
glove over the bandage if you have a cut on your hand.

Proper Hand Washing Procedures

Wash your hands before starting work, after using the restroom, after smoking, after eating, when you
take the trash out, when you sneeze, cough, touch your hair or face, and ANY OTHER TIME you think you
need to wash them.
• First, Wet your hands with warm water.
• Next, get one pump of soap on your hands.
• Work up a good lather, scrubbing each hand from above your wrists to your fingertips, between your
fingers and under your fingernails. Spend 20 seconds lathering your hands.
· Try reciting PERC two times while you do this to help keep track of the time!
• Rinse with warm water BEFORE turning the water off. Dry your hands with two sheets of paper towel,
and then use the towel to turn off the water.
• Throw the towel away immediately after you turn the water off.
Storing Products
Everything in the store, from milk and bagels to cups and lids, has a specific storage location. Items must
always be put away in the correct spot. If you aren’t sure where something goes, don’t guess! Just ask!
FIFO – First In, First Out!

EVERY single product in the store must be rotated according to the laws of FIFO. It means that when you
bring a case of milk up front to restock the reach-in cooler, the newest milk must be placed in the back
of the cooler so that the gallons that were stocked first are used first. FIFO is used on everything in the
store, from cups and lids to straws and coffee beans, and all of our syrups and sauces.
Foodborne Illness
Foodborne illnesses are carried or transmitted by food, and if you show any symptoms of such an illness,
you must report it to your manager immediately, as it may be dangerous for you to report to work.
Symptoms include:
• Fever
• Vomiting
• Diarrhea
• Jaundice
• Sore throat with fever

Potentially Hazardous Foods

All foods, even ice and water, can be carriers of foodborne illness. Some foods are more susceptible to
the microorganisms that cause foodborne illness, and these are the foods that are considered “potentially
hazardous.”
You’ll encounter these at your store:
• Milk
• Cream Cheese
• Meat
• Whipped Cream
• Soy Milk
• Havarti Cheese
• Coconut Milk
To prevent the spread of foodborne illness:
• Follow proper handwashing procedures.
• Properly cool, heat and cook food.
• Always maintain good personal hygiene at work.
• Never cross contaminate raw foods with cooked foods, or mishandle foods.
• Properly wash, rinse and sanitize every utensil that comes into contact with food.
Food Safety Information

• Always clean your work area before and after you prepare food, and when you switch between foods.
For example, if you’re preparing turkey and then move to preparing ham, sanitize your work area.
• Only use the correct utensil to scoop ice, do not use glasses or plastic cups.
• Never store a utensil that has a handle inside of the container. (Ice scoop in the ice bin, fork in the
strawberry container, measuring cup in the coffee beans, etc.)
• Do not bring outside food into the store. It is a health code violation to allow outside food to be placed
in the store’s refrigerators, freezers, blenders, etc.
Additional Bolts
Wash dishes properly
• All dishes must be washed, rinsed and sanitized.
• After they have been washed, dishes are rinsed and must sit in sanitizer solution for a minimum
of 60 seconds.
• The Sanitizer Solution must be tested with litmus paper to ensure that it is the proper strength.
• Hold a two-inch strip of litmus paper in room temperature sanitizer solution for 10 seconds. Shaking the
strip in the solution, using very hot solution or testing in solution that is foamy will skew the results of
the test.
- The solution must be between 150 and 200 parts per million to effectively
sanitize the dishes.
• Set dishes on drying rack to air dry; do not rinse after sanitizing.

Do you know how to mop the floors?

• Set out the “Wet Floor” sign before mopping.
• Fill the mop bucket so that you have enough solution to fully submerge the mop head.
• Ring out the mop head using the attachment to the mop bucket.
• Laying the mop head flat on the floor, follow the rhythm of 1-2-3-flip, 1-2-3-dip.
· A little elbow grease and scrubbing may be needed for stubborn spots.
• All floors will be mopped at least once per day. After spills, or as rain and winter weather is tracked into
the store, mid-day mopping will be necessary.
The Five Minute Rule

• All BIGGBY® Products must be available 5 minutes before the store opens and 5 minutes after the store
closes. Customers shouldn’t be turned away if their clock is a little fast or a little slow!
Coffee Seasons
• We break up the year into 5 different coffee seasons as a way to periodically and strategically change up
our limited time offers (LTOs) and promotions. You can expect the coffee seasons to change around the
following times:
· Coffee Season 1: January and February
· Coffee Season 2: March, April, and May
· Coffee Season 3: June, July, and August
· Coffee Season 4: September and October
· Coffee Season 5: November and December
• Check with your PERColator or Manager to see which Coffee Season products are currently available at
your location.

BIGGBY® COFFEE – Behind “The Line”
To keep things running smoothly at BIGGBY® COFFEE, we rely on a very simple system called Position
Priorities to achieve PERC every moment of every day. Every task that a barista is responsible for during
their shift is covered by a Position Priority. We’ve broken down the production line into three specific
positions: The Shotpuller, The Milksteamer and The Cashier. If your store has a drive thru, there is fourth
position: The Drive Thru Cashier. Each of these positions has three simple priorities to manage during
each shift.
The three priorities are listed in the order of urgency with which they need to be completed. In other
words, you can’t attend to your third Position Priority until you’ve managed your first and second
Priorities. That being said, you cannot neglect your second and third Priorities and only attend to your
first one. Many times, it can feel like multitasking is necessary to complete all of your responsibilities, but
the real challenge in the heat of the moment isn’t about trying to do two things at one time. What you
must learn to do is prioritize every task, no matter how small it is. You’ll need to make decisions quickly,
and execute actions with precision.
Relying on a simple system like Position Priorities means that you are not constantly reinventing the
wheel. It creates efficient habits, and frees up your brain for engaging your customers, getting to know
them, their stories and their drinks. Position Priorities are how we are free to focus on achieving PERC
every moment of every day.

The Shotpuller
The production line at BIGGBY® COFFEE is set up to run like a well-oiled machine,
and The Shotpuller is the conveyer belt. The Shotpuller is in constant motion,
and is pivotal in keeping our customers’ orders moving toward completion. The
Shotpuller is setting up drinks, brewing coffee, cleaning and restocking. If you’re
standing still, there is something that isn’t getting done!
Priority One: Pull shots and set up drinks

• Listen to the Cashier call out drinks, no matter where you are in the store. You might be wiping down
tables, you might be re-brewing coffee, but no matter what you’re doing, listen for the call out!!
• Shout a loud, enthusiastic “Thank you!” and immediately start pulling shots and setting up the
drink. “Thank you!” lets the customer know that we are on it (P of PERC) and infuses energy into the
atmosphere (E of PERC)!
• Pull shots, and monitor the quality of the espresso.
· Serve only the freshest and high-quality shots!!
· Shots must pull in the correct amount of time to ensure that they are not watery, weak or bitter
and burned.
· Shots must be used while they are fresh. If they sit for longer than 30 seconds, they must be
dumped out.
• Grab the ticket and move it to the next available space from the Magic Line! The Shotpuller is the only
barista who should move the ticket from the printer to the counter; never the Cashier!
• Always build the drink in the correct order!
· Hot Lattes: Flavor, shots, stir if needed, all set.
· Iced Lattes: Ice, milk, flavor, shots, stir, all set.
· Frozen Lattes: Ice, Tonic, flavor, shots, blend, pour, all set.
· For the Americano and the Red Eye, add shots LAST.
• Tell The Milksteamer when the drink is “All Set.”
· “All Set” means that The Shotpuller’s tasks for the drink are fully completed.
· If you walk away from the drink before it is all set, let The Milksteamer know how it needs to be
completed (for example, “This still needs one more shot.”)
• Never serve a drink.
• Never stop moving!
· There is always something to clean or restock!!

The Shotpuller
Priority Two: Complete and Serve Toasted Food,

Including Bragels®
Assemble and complete Bragels
• The Bragel is the very popular, toasty-warm and melty-good breakfast sandwich served
only at BIGGBY® COFFEE.
• When you hear that a Bragel has been called out, shout a loud, “Thank you!”
• Set up all drink tickets up to the Bragel ticket, then prepare the Bragel.
Microwave/Toaster Combo Bragel Procedure
· Wash hands and put on disposable gloves.
· Start the Bragel by placing the bagel and meat/egg/cheese in the toaster or microwave.
· Place a sheet of foil (shiny side down) on the cutting board - assemble the bragel
on top of the foil
· Take the toasted bagel from the toaster and place it on top of the foil
· Spread half a tub of cream cheese on the bottom half of the bagel
· Place the meat/egg/cheese on the top half of the bagel, cheese side down
· Place the bottom half of the bagel on the top half and gently “smoosh” the sandwich
· Wrap the completed sandwich in foil, folding in from the corners (shiny side out), put it in a bag
(to-go) or on a plate (for here) and serve it at the delivery counter
· If the Bragel is for Drive Thru, set it on the ticket for the DT Cashier to hand out to the
correct customer.
Oven Bragel Procedure
· Wash hands and put on disposable gloves.
· Start the Bragel by fully assembling the Bragel, including half the cream cheese tub on the
bottom half of the bagel
· Place the fully assembled Bragel(s) on the tray and place inside the oven, then select the correct
settings based on how many Bragels are being cooked and how many proteins
· Place a sheet of foil (shiny side down) on the cutting board - place the Bragel upside down on
the foil once it has finished cooking, and gently “smoosh” the sandwich.
· Wrap the completed sandwich in foil, folding in from the corners (shiny side out), put it in a bag
(to-go) or on a plate (for here) and serve it at the delivery counter.
· If the Bragel is for Drive Thru, set it on the ticket for the DT Cashier to hand out to the correct
customer.

The Shotpuller
Attend to toasted food

• While the Bragel is the most popular toaster item, the Shotpuller is responsible for serving all toasted
food items.
• Always listen to Cashier call outs and pay attention to tickets that have food items on them; make sure
they are completed with the same urgency as all drinks.
• Serve food items at the delivery counter.
• If the item is for Drive Thru, set it on the ticket for the DT Cashier to hand out to the correct customer.
Priority Three: Brew Coffee and Run Laps

• “Brew Coffee” is as easy as it sounds!
· Full instructions for brewing coffee in the brewed coffee section of this manual.
• As a barista, you never want to find an empty airpot or carafe. Think of it as a game where you always
have to stay one step ahead to make sure that the coffee is always fresh and hot!
• Don’t lose track of your first two priorities while you check the airpots/carafes!
• Work two drinks ahead on the line, then check the airpots/carafes, pulling those that need to be re-
brewed. Then return to the line and set up two more drinks. Next, grind and start the brewing. Return to
the line and set up drinks until the coffee is done brewing.
• Always make sure that priorities one and two are attended to before you head out into the lobby.
· Set up drinks and check for Bragels that need you!
· Perform “lift tests” so you can start brewing any coffee before heading out to run a lap.
• Run one lap at least every 15 minutes. Set a timer to let you know when it is time!
• A Lap consists of the following five steps, in this order.
· Customer Prep Counter
· Lobby
· Restrooms
· Exterior
· Assist the Cashier and Milksteamer with re-stocking as needed

Shotpuller-Only Drinks
Most of these drinks will be started and completed by the Shotpuller, and then the
Milksteamer will call out and serve it! Espresso con Panna and Espresso Macchiatto
will require the Milksteamer to finish the drink before serving.
Espresso
· Con Panna (whipped cream)
· Macchiatto (milk foam)
Americano (Espresso on water)
Red Eye (Espresso on brewed coffee)
Hot Tea
Espresso – The Key Ingredient

Espresso is the heart of our business and is found in many of our most popular drinks. Espresso is
produced when coffee beans are ground fine, packed tight, and a small amount of hot water is forced
through the grinds. We control the quality of our espresso shots by ensuring that they pull in the correct
amount of time. If they pull too quickly, they will produce a sour and watery coffee taste. If they pull too
slowly, the shots will be bitter or tasteless. Shots must pull between 19 and 23 seconds.
When pulled properly, espresso shots are full of flavor and body. The layer on top of the shot is an
emulsion of water and coffee oils called “crema.” The crema provides the body and the aftertaste of the
shot, and if it is allowed to deteriorate, the integrity of the shot is lost. The drink will taste bad. Throw
away shots that have set for longer than 30 seconds!
Espresso – When a customer orders an Espresso, you will pull the shot (or shots) directly into a 10oz
cup. Do not use shot glasses for this!
Americano – The Americano is made by putting freshly pulled espresso shots on top of water. They go
on top to preserve the crema. This drink has a very similar taste to regular black coffee, but it is the
subtle differences in body, richness and aftertaste that make it a very popular beverage! Always put
shots into the Americano last.
Red Eye – This is a coffee drink meant for someone who loves coffee. Start by pulling fresh shots of
espresso, grab a cup of black coffee (BIGGBY® Best, unless the customer asks for another blend or
flavor) and simply pour the espresso on top of the coffee. Shots always go into the Red Eye last.
Hot Tea – A cup, a tea sachet (sa-shay), and hot water from the brewer. You might also need to know
that a “sachet” is the same as a tea bag, just fancier sounding.

Shotpuller-Only Drinks
Mostly Shotpuller Only Drinks

The following drinks are made primarily by the Shotpuller, with a few finishing touches (whipped cream,
garnish, lids and straws) coming from the Milksteamer. This section does not contain complete recipes for
mostly Shotpuller-Only drinks. Find those in the back of this book.
Reference Note: This section does not include blender drinks, or Iced and Frozen Lattes.
Iced Steamer – The “Iced” version of a steamer, these are made with milk and flavor stirred over ice.
Creamy and cold for the non-coffee drinker!
Magic Milk – An iced steamer made especially for kids 10 years old and under, the Magic Milk is only
available in the 16oz. The kids choose the flavor, while whipped cream and sprinkles provide the
magic! Note: A child may bring in an 8oz reusable kids mug for this drink as well.
Iced Coffee – Made with the world’s best coffee, our Iced Coffee is double strength BIGGBY® Best
Blend chilled over ice. Add some Caramel Marvel® Sauce for a tasty drink!
Cold Brew – A version of iced coffee that is brewed without any hot water, our Cold Brew has a
smooth texture and a rich flavor. It is fuller bodied than regular iced coffee, and has more caffeine per
ounce, too.
Nitro Cold Brew - Available at select locations. Just as the name suggests, this is nitrogen infused Cold
Brew! It’s poured from a tap and has an ever smoother texture with the same rich Cold Brew taste.
This drink will not get ice. It is amazing on it’s own or with flavor added!
Sweet Foam Cold Brew - Another version of either our Cold Brew or Nitro Cold Brew, topped with our
amazing sweet foam!
Iced Tea – At BIGGBY® COFFEE, we brew a mean iced tea! Over ice, with or without lemon, this drink is
refreshing! Add Raspberry or another flavor to make it amazing!
Premium Iced Tea – This Iced Tea is premium because it’s made to order from our Fraser Tea selection!
Instructions are included in the Tea Time section of this manual.
Lemonade – Crisp and sweet, nothing quenches thirst like Lemonade! Add Blackberry or Wild
Strawberry to make it truly special!
Orange Juice – Served cold, but without ice, OJ is a great way to get some Vitamin C

Fundamentals of Drink Construction
At BIGGBY® COFFEE, there are certain rules of thumb for drink preparation. As you
get more and more comfortable with the array of drinks we offer, you’ll notice that
the menu follows a kind of BIGGBY® mathematics. The following fundamentals are
the basis of consistently producing a high quality beverage. These are why drinks
will taste the same from store to store!
Hot Drink Fundamentals

• Build drinks in this order: Flavor, Shots, stir it if it’s a thick sauce, Milk!
• … unless the drink is an Americano or a Red Eye, then put the shots in last!
Iced Drink Fundamentals

• Always use 2/3 cup ice!
• Build drinks in this order: Ice, Milk, Flavor, Shots, Stir!
· If it’s not a milk based drink, the main liquid is the second ingredient. This would be Iced Tea, Iced
Coffee or Lemonade.
• Never put flavor directly onto ice cubes!
• For thick syrups, stirring is more like chopping… chop, chop, chop it up!
• For Thin Syrups, stir by pushing the spoon down the center of the cup and pulling the flavor through the
drink.
• Iced drinks always get stirred!
Frozen Drink Fundamentals

• Frozen Lattes get a heaping cup of ice.
• Creme Freezes get a level cup of ice.
• Build frozen drinks in this order: Ice, Tonic, Flavor, Shots or Base,Fruit or Cookies, Blend!
· Cold bases are: Milk, Lemonade, Orange Juice and Red Bull
· Hot bases are: Espresso Shots or Tea Concentrate
• Other than ice, never put any ingredients into an empty blender. Everything goes on top of the ice!
• Always measure ingredients – NEVER “eyeball” the amounts.

Fundamentals of Drink Construction
Light Flavor/Extra Flavor Fundamentals

• When a drink is ordered Light Flavor, cut the recipe in half. If it was supposed to have 4 pumps of flavor,
only use 2 pumps!
• When a drink is ordered Extra Flavor, increase the recipe by half! If it was supposed to have 4 pumps of
flavor, use 6 pumps!
Reduced Calorie Fundamentals

• Any drink on the menu can be made “Reduced Calorie.”
• Follow the BIGG Three Rules for Reduced Calorie Drinks –
· No Whip!
· Skim Milk
· Sugar Free (SF) Flavor
• For Hot and Iced Drinks, where there is no SF flavor available, cut the thickest syrup with SF Vanilla
· For drinks with Thin Syrup only, only cut the flavor in half with SF Vanilla when no flavors in the drink
have a SF option.
• For Frozen drinks, cut the Tenacious Tonic in half with SF Vanilla and use SF flavors when available.
Cup Size and Espresso Shot Fundamentals

10oz cup:
• 1 Espresso shot for lattes, 2 for the Americano
• Used for the Espresso, Espresso Con Panna, Espresso Macchiatto, and Kids Steamers
• Only available for hot drinks.
16oz cup:
• 2 Espresso shots for lattes, 3 for the Americano
• Translation of “Tall” and “Small.”
• For Hot/Iced Lattes, 3 pumps of flavor.
• For Frozen Lattes, 2 pumps of thick, 4 of thin.
20oz cup:
• Translation of “Grande” and “Medium.”
24oz cup:
• Translation of “Super” or “Large.”

Blender Drinks
The Shotpuller is nearly 100% responsible for the production of blender drinks. Our menu has two types of
blender drinks:
Frozen Latte – The cold and creamy version of our latte line up, these are made with Tenacious Tonic,
flavor and shots of espresso.
Creme Freeze – These frozen treats do not contain coffee. Also made with our Tenacious Tonic,
these include fruit smoothies, the Red Bull Creme Freeze, and better-than-ice-cream treats like the
Chocolate Freeze!
Tenacious Tonic is a smoothie base that can only be found at BIGGBY® COFFEE. It
provides the creamy texture in each of our frozen drinks. We use it in all blender
drinks except for the Dairy Free Mango Freeze and Frozen BIGGBY® Blast drinks.
Frozen Lattes
Any latte on our menu can be made Hot, Iced or Frozen.When a latte is upgraded to Frozen there is a
price increase associated - check with your store leadership to see what this price increase is
Frozen Latte Procedure:

1. Start with a HEAPING cup of ice. Use the specified cold cup to measure it, and pour the ice into the
blender.
2. Add the Tenacious Tonic: 16oz – 4 pumps, 20oz – 5 pumps, 24oz – 6 pumps (4,5,6)
3. Add the flavors needed to create your concoction following standard flavor rules:
· Thick Sauce – (2, 2, 3)
· Thin Syrup – (4, 4, 6)
4. Add the espresso following the standard rule: 16oz – 2 shots, 20oz – 2 shots, 24oz – 3 shots (2, 2, 3)
5. Place the lid on the blender, the blender on the base, close the sound shield and blend.
6. Remove the blender and give it a shake to release the drink from the sides of the pitcher and the
blender blades. Remember to hold the blender pitcher under the handle.
7. Pour the drink while shaking the blender side to side.
8. Shotpuller sets the drink on the ticket and says, “All set.”
9. Milksteamer adds whipped cream and garnish (if applicable), lid and straw. Ta-da!

Blender Drinks
Creme Freezes
Creme Freezes are non-coffee frozen drinks that could be compared to smoothies or shakes. They are a
great option for people who are not coffee drinkers, and they come in many fruit and sweet flavors.
Creme Freeze Procedure:

1. Start with a LEVEL cup of ice. Use the specified cold cup to measure it, and pour the ice into the
blender.
2. Add the Tenacious Tonic: 16oz – 4 pumps, 20oz – 5 pumps, 24oz – 6 pumps (4,5,6)
3. Add the flavors needed to create your concoction following standard flavor rules:
· Milk Based – Thick Sauce – (3,3,4.5)
· Milk Based – Thin Sauce – (6,6,9)
· Juice Based – Thick Sauce – (2,2,3)
· Juice Based – Thin Sauce – (4,4,6)
4. Add the extras – fruit, cookies or other special ingredients.
5. Add the liquid base (lemonade, OJ, Milk, tea concentrate etc.)
· 16oz – 3oz
· 20oz – 4oz
· 24oz – 5oz
A Few Notes:
The Red Bull Freeze is made with an entire can, regardless of size.
The Mango Freeze does not follow this standard recipe!
· When made with Tonic – Build the drink in the blender and use a measuring cup to get the correct
amount of Bango Mango – (5, 7 and 9 ounces.)
· When made Dairy Free – Fill a cup level with ice, pour Bango Mango on top of the ice until the cup is
full. Dump the ice and Mango into the blender and blend!
6. Place the lid on the blender, the blender on the base, close the sound shield and blend.
7. Remove the blender and give it a shake to free the drink from the sides of the pitcher and the blender
blades. Remember to hold the blender pitcher under the handle.
8. Pour the drink while shaking the blender side to side.
9. Shotpuller sets the drink on the ticket and says, “All set.”
10. Milksteamer adds whipped cream and garnish (if applicable), lid and straw. Ta-da!
Remember, always build frozen drinks in the correct order to

maintain “C” of PERC.

Energy
Energy
BIGGBY® Blast
BIGGBY® Blast beverages are BIGGBY’s own version of energy
drinks! They are available in Iced or Frozen versions and are
made with a variety of ingredients, but use sparkling water as
their liquid base. For the Frozen version, the BIGGBY® Blast will
receive Neutral Base INSTEAD of Tenacious Tonic. Please note
that BIGGBY® Blast drinks have their own flavor rules and cheat
sheets to follow behind the line! There are also different flavor
rules for Mango and non-Mango BIGGBY® Blast drinks - so look
carefully for the correct cheat sheet! While we do currently offer
four permanent items, like anything else on our menu, these
drinks are endlessly customizable and there is Build Your Own
Blast button on our POS to customize to the customer’s desire.
Currently we offer four types of BIGGBY® Blast drinks:

Blood Moon Blast: Mango & Blood Orange
Electric Dragon Blast: Dragon Fruit & Lemon
Green Lagoon: Granny Smith Apple
Scuba: Blue Raspberry & Strawberry Bursting Boba
Iced Blast Procedure:

Use the corresponding BIGGBY® Blast cheat sheets depending if the drink is a Mango or non-Mango
beverage.
1. Start with 2/3 cup of ice. Used the specified cold cup to measure ice.
· If making a drink with boba, add a 1/4c scoop of drained boba before the ice.
2. Float the ice with sparkling water.
3. Add in the flavor
· For non-Mango drinks follow the 3,4,5 rule
· For Mango drinks follow the 1, 1, 2 rule for flavor. Add 1.5oz, 2oz, 2.5oz of Bango Mango
concentrate.
4. Add in the Cane Syrup (1, 1, 2)
5. Add in the Sour! Syrup (1/4 pump, 1/2 pump, 3/4 pump). Remember to use the rule of thumb and be
careful not to over Sour! This stuff is potent!
6. Add in the Zip! (3 pumps no matter the size!)
7. Add in any other ingredients such as fruit
8. Top of with sparkling water as needed and stir. Be careful of the bursting boba when stirring a drink
with boba.
9. Shotpuller sets the drink on the ticket and says, “All set.” Milksteamer tops with a strawless lid and
serves, unless the drink contains boba - then the Milksteamer will top with a flat lid and serve with a boba
straw.

Energy
Frozen Blast Procedure:

Use the corresponding BIGGBY® Blast cheat sheets depending if the drink is a Mango or non-Mango
beverage.
1. Start with a LEVEL cup of ice. Used the specified cold cup to measure ice and add to blender.
2. Add Neutral Base (2, 2.5, 3)
3. Add in the flavor
· For non-Mango drinks follow the 3,4,5 rule
· For Mango drinks follow the 1, 1, 2 rule for flavor. Add 1.5oz, 2oz, 2.5oz of Bango Mango concentrate.
5. Add in the Sour! Syrup (1/4 pump, 1/2 pump, 3/4 pump). Remember to use the rule of thumb and be
careful not to over Sour! This stuff is potent!
6. Add in the Zip! (3 pumps no matter the size!)
7. Add in any other ingredients such as fruit
8. Add sparkling water as the liquid base (3oz, 4oz, 5oz)
9. Place the lid on the blender, the blender on the base, close the sound shield, and press 1 to blend.
10. Remove the blender and give it a shake to free the drink from the sides of the pitcher and the blender
blades.
11. If the drink has boba, add a 1/4c scoop of drained boba to the bottom of the cup before pouring the
blended drink. Pour the drink while shaking the blender side to side. Hold the blender beneath the handle
for better control and to avoid damaging the blender.
12. Shotpuller sets the drink of the ticket and says, “All set.” Milksteamer tops with a flat lid and straw - if the
drink contains boba, serve with a boba straw.
A few more notes on BIGGBY® Blast:

• ALL Blasts follow the same rules for SOUR! (¼, ½, ¾) and ZIP! (3, 3, 3).
• All ICED Blasts follow the same CANE SUGAR rules (1, 1, 2).
• FROZEN Blasts do not get cane sugar or tonic.
• Instead, they receive NEUTRAL BASE at half tonic rules (2, 2.5, 3)
• ALL Blasts (Iced OR Frozen) follow the STANDARD flavor rules of (3, 4, 5),
UNLESS they receive MANGO, in which case, they follow MODIFIED flavor rules
of (1, 1, 2) and mango (1.5, 2, 2.5).
• Neutral Base is only used in FROZEN BLAST drinks and is DAIRY FREE. When
used in other Frozen beverages (Frozen Lattes and Creme Freezes) it does
significantly change the flavor and consistency. Because of this, do not
recommend this as a Tonic substitute.
• Should a customer specifically ask for the Neutral Base instead of Tonic in a
Frozen Latte or Creme Freeze, use the traditional Tonic rule (4,5,6).

Energy
Mocktails
Mocktails are a refreshing and tasty iced drink that pack in the energy by using Red Bull or Zip! Mocktails are
endlessly customizable so you and your fanatics can get creative with different flavor combinations; typically
these are fruity flavored drinks.
Red Bull Mocktail Procedure:
1. Start with 2/3 cup of ice
2. Add the liquid base, this could be lemonade, OJ, or Half n Half
· Follow the 3oz, 4oz, 5oz rule like you would for a Creme Freeze
3. Add in any syrups using the Hot/Iced Specialty Beverage cheat sheet for flavor rules
4. Mocktails are unique because they get fruit! Customers may choose from strawberries or a slice of lemon.
· Follow the column on the right side of the Creme Freeze cheat sheet for add-ins when figuring
out how many strawberries to use.
5. Top with Red Bull – Sugar Free Red Bull is also available
6. Stir this beautiful drink up, place it on the ticket and say,
“All set!” to the Milksteamer
7. The Milksteamer will finish this drink with a strawless lid and serve
Note: You will not always use the full can of Red Bull when topping off the drink. You may not store the open
can in the reach-in – that would be a health code violation. Instead, dispose of any extra Red Bull.

Energy
Sparkling Zip! Mocktails

This version of a Mocktail is made with GIVN Sparkling Water and our Zip! energy shot! These Mocktails
are no longer promoted on our menu boards to make way for the BIGGBY® Blast drinks. Consider offering
a BIGGBY® Blast to Fanatics who are looking for an energetic sparkling water beverage. However, the
buttons (and recipes) are still available on PERC-O-Manager for our fanatics who already order these drinks.
To construct a Sparkling Zip! Mocktail:

1. Start with 2/3 cup of ice
2. Add the liquid base, this could be lemonade, OJ, or
Half n Half
· Follow the 3oz, 4oz, 5oz rule like you would for a
Creme Freeze
3. Add in any syrups requested using the Hot/Iced
Specialty Beverage cheat sheet for flavor rules
4. Don’t forget to add the Zip! at this point. 3 pumps
in every size for one serving!
5. Next up is fruit! Customers may choose from
strawberries or blueberries.
· Follow the column on the right side of the Creme
Freeze cheat sheet for add-ins when figuring out
how many strawberries or blueberries to use.
6. Top with GIVN Sparkling Water.
7. Stir this beautiful drink up, place it on the ticket
and say, “All set!” to the Milksteamer
8. The Milksteamer will finish this drink with a
strawless lid and serve
Note: You will not always use the full bottle of GIVN when topping off the drink. Since the bottle has a
lid, you may store the extras in the Shotpuller reach-in with the lid on. Place a date label on the side of
the bottle with the item name, the date opened, the expiration date, and your initials. The shelf life once
opened is 3 days including the day it was opened (open date +2 days).

Brewed Coffee
BIGGBY® COFFEE offers a minimum of four different kinds of brewed coffee every
single day. When there are seasonal coffees, an additional pot of coffee can be
added, bringing the total to five brews available. There is a specific daily coffee
rotation that all stores must follow. It is important as a BIGGBY® Barista that you
have a basic knowledge of each of our brews so that you can readily answer any
questions that a customer may have.
At BIGGBY® COFFEE, we offer several varieties of coffee, but each one falls into one
of three categories of roast: Medium, Medium-Dark and Dark. BIGGBY® does not
offer any light roast coffees.
BIGGBY® Roasts
Medium – Our flavored coffees, including seasonal flavors
Medium-Dark – BIGGBY® Best and Espresso Blend
Dark – French Roast
• The brews listed above are our staples, but our coffee lineup is subject to change due to trends and
sourcing. Check with your store leadership to see which varietals and flavors are brewing in your store!
• Decaf BIGGBY® Best may be offered as an optional fifth airpot/carafe.
• After 2:00PM, your store may choose to carry only two brewed coffee selections. BIGGBY® Best is
mandatory all day, however, your store leadership will choose which secondary brew should be offered
after 2:00PM. Check with your store leadership to see which coffees to brew after 2:00PM.
Tickethopping
Tickets for in-store customers who are only ordering brewed coffee may be “hopped” in line as the next
drink to be prepared. If the ticket has any other drinks besides brewed coffee or toasted food items, the
ticket should not be hopped.
All Drive Thru tickets should follow the standard tickethopping procedures (outlined in the Drive Thru
Cashier portion of this manual) in order to keep both lines moving in a steady pace and to keep Drive Thru
tickets in the correct order.

Brewed Coffee
Flavored VS Origin
Flavored Coffee
· These are medium roast coffees that have flavored oils
sprayed onto the whole beans after roasting.
· Flavored coffees may only be ground in the grinder
labeled with the “Flavor” sticker. The flavors are so
intense that they will taint any non-flavored beans.
Origin – BIGGBY® Best, French Roast, and Espresso Blend.

· These coffees are sometimes called “varietal” or
“regular” because they are NOT flavored.
· Origin, Regular or Varietal coffees may only be ground in
the grinder labeled with the “Origin” sticker. If they are
ground in the flavored grinder, they will taste vaguely,
but noticeably, like flavored coffee
Decaffeinated Coffee – Currently we serve BIGGBY® Best/ Espresso Decaf

· BIGGBY® Best/Espresso Decaf is ONE coffee that serves TWO purposes.
· It is an optional fifth brew on our daily line-up as BIGGBY® Best Decaf - and daily as our Espresso Decaf
for lattes and other espresso drinks.
· Our coffee is decaffeinated using the European Process, and 96-98% of the caffeine is removed.
Certifications
Some coffee drinkers will ask about different certifications. But, what do those labels mean?
Fair Trade – Coffee that was bought at a fair price from farmers that are organized into co-ops.
Organic – Coffee that has been certified as organic was grown without the use of herbicides or pesticides.
Rainforest Alliance – Rainforest Alliance is a certification with rigorous standards which require meaningful
steps toward long-term environmental, social, and econmoic sustainability. 30% of beans in BIGGBY® Best
come from El Recreo (reh-cray-oh) Farm and Estate in Nicaragua which is Rainforest Alliance Certified.
Farm Direct – While farm direct is not a certification, it is an initiative BIGGBY® COFFEE has taken on to
alleviate the pressures of expensive certifications for farms who are making a positive impact in thier
communities.

Brewed Coffee
BIGGBY® COFFEE is sourcing beans from farms who are making responsible and sustainable choices for
people and the planet. Origin trips are an on-going part of this mission to verify the positive impacts
these farms have, and to build a relationship with the farmers and their families in their own communities.
The goal is to support these farmers in the amazing things they are already doing by providing a market
for them to sell their beans and to tell their stories.
Zambia - Ubumi (oo-boo-me) (Living Hope): Living Hope coffee has the life-changing purpose of
helping children in Zambia thrive in a wolrd where they normally would not be able to. By purchasing
the beans from their farm, we are able to directly aid in their mission and orphanage to help support
the children, workers, and founders build a life that they love. Living Hope’s orphanage cares mainly
for children who have lost both parents, typically from AIDS or malaria, and has the main goal of
providing the children with love, nourishment, and leadership skills. The coffee is the byproduct that
helps fund their mission and by serving their beans we can directly support their love. Living Hope
beans make up to 10% of our French Roast blend.
Nicaragua - El Recreo (reh-cray-oh) Estate: Carlos and Leana Ferrey have owned the farm since 1972
and have made a commitment to reinvest and amplify their impact in their community in Jinotega
(he-no-tay-gah), Nicaragua. The family holds education on as one of their most important values; El
Recreo already has a school for children, a school for adults, and a technical school to help other small
producers in the area be more successful. The farm is Rainforest Alliance certified and, although they
are not USDA certified organic, we have verified that organic and sustainable methods are used on the
farm. El Recreo has made a commitment to invest in their community and, by purchasing their beans,
BIGGBY® COFFEE is supporting them in this positive impact. Beans from El Recreo make up 30% of our
BIGGBY® Best blend.
Coffee Storage – Keep it Fresh!

Air and moisture are the two biggest enemies of coffee, so we store our coffee in airtight containers. We
never pre-grind coffee. Coffee should never be stored in the freezer or the refrigerator.
Refill Policy – Brewed Coffee
Go green! At BIGGBY®, a customer can bring in a reusable mug (up to 24oz) and get a fill up of our
fantastic brewed coffee for a discounted price. The discount is decided by the owner/operator of the
store. Refills? In-Store customers can refill their disposable cup for the discounted price, too! Check with
your store manager or owner/operator to see what your current refill policy is.
Retail Coffee
Customers can buy their very own bag of BIGGBY® Coffee to brew at home! They can choose whole beans
and have us grind it for them, or they can grab a pre-packed bag of ground coffee.

Brewed Coffee
Brewing Hot and Iced Coffee – In the

Store
Brewing HOT Coffee:
1. Dump out the hot water from a pre-heated airpot or carafe or
dump out any leftover coffee from an airpot that has reached the
5 hour kill time.
2. Measure a level cup of beans using the appropriate measuring
cup, Flavored or Origin.
3. Pour the beans into the correct grinder, close the lid and grind
the beans directly into a filter. Make sure the grinder is set to
“Auto Drip.”
4. Place the filter of ground coffee in the designated brew basket
for the specific coffee. Rinse the basket if it gets messy with
coffee grounds.
5. Place the brew basket in the brewer.
6. Check that the “ready” light is glowing green. This lets you know that the water is hot enough to brew!
7. Place the airpot or carafe under the brew basket, and ensure that there is a gold filter in place on the top of
the airpot/carafe.
8. Press the start button.
9. When the coffee has finished brewing, remove the brew basket and empty the grounds into the
wastebasket and replace the brew basket in its holder.
10. Remove the airpot/carafe from the brewer, remove the gold filter, replace the stem and close the lid.
11. Record the 5 hour kill time and ensure the proper name tag is present.
Brewing ICED Coffee:
1. Brew one glass carafe of Double Strength BIGGBY® Best (made using two level scoops of beans ground
into one filter.)
2. Place three level 24oz cold cups of ice in the Iced Coffee Pitcher
3. Pour the Double Strength brew over the ice.
4. Label the pitcher with a sticker for 7 days out, including today.
Making Cold Brew Coffee:
1. Get a one gallon pitcher and one container of Cold Brew concentrate.
2. Shake the concentrate well, and empty it into the gallon pitcher.
3. From the triple sink, fill the empty Cold Brew container with cold water and empty it into the gallon
pitcher.
4. Label the pitcher with a sticker for 7 days out, including today.
But What If…??

What if you accidentally brew an Origin Coffee using any of the equipment marked for Flavored Coffee?
• Dump the coffee down the dump sink…it will not taste right. Wash and rinse the airpot before
brewing again!
What if you accidentally grind Flavored Coffee beans in the grinder marked Origin??
• Simply grind a batch of BIGGBY® Best Beans through it, and then dispose of those grounds.

Tea Time
We offer an excellent lineup of organic teas which is a great option for both coffee
lovers and non-coffee drinkers alike. Our teas are offered as both Hot and Iced
tea or as Hot, Iced, or Frozen Lattes. Tea can be traced back all the way to 2737
B.C. when the Chinese Emperor, Shen Nung, was sitting beneath a tea tree while
a servant boiled drinking water. Some leaves from the tree fell into the water as it
boiled, pleasantly improving its flavor. At that moment, tea was born.
As mentioned all of our teas are Certified Organic which is very important to the
quality of tea. Tea leaves are plucked and then dried without ever being washed or
cleaned off. Most teas are grown in countries where the pesticides and herbicides
are often not regulated and end up directly in your cup. Because our leaves are
organic our customers can be certain that they are receiving a high quality product
that not only tastes good but is good for their body!
Important Facts About Teas and Tisanes

• A single tea plant can produce white, green, oolong, and black tea. The color and type of the tea is
decided by the level of fermentation on the leaf, not the actual leaf itself.
• Green tea is not fermented. It has a grassy, fresh flavor.
• Turmeric Ginger
• Minty Green
• Oolong tea is partially fermented. It has a fruity flavor and is a combination of the freshness of green tea
and the smokiness of black tea.
• Watermelon Oolong
• Black tea is fully fermented, providing a bold flavor and aroma.
• Morning Blend
• Cream Earl Grey
• Hot Spicy Cinnamon
• Rooibos (ROY-boss) is also known as “red bush” and the leaves come from an herb grown in South
Africa rather than a tea plant. It is a caffeine free option that has a sweet, delicate flavor, and is jampacked
with antioxidants. Rooibos is classified as a Tisane, which is a blend of spices, flowers, fruits, and herbs.
• Rainbow Rooibos
• Matcha tea is a tea made up of ground green tea leaves that are mixed directly into the drink. This
allows the consumer to receive all of the benefits of the tea leaf. Matcha is generally higher in caffeine
and antioxidants. Our Matcha is slightly sweetened, it is delicious as a tea latte and pairs nicely with
lemonade.
• Matcha drinks follow the rule: 16 oz. – 1 Tablespoon, 20 oz. – 1 Heaping Tablespoon, and 24 oz.
2 Tablespoons.

Tea Time
Preparing Fraser Tea:

Any drink that is made with Fraser Tea will contain one single sachet for a 16oz and 20oz, all 24oz drinks
will be made with two sachets.
Brewing Hot Tea:

1. Place a single sachet in the hot cup, (two sachets in a 24oz), fold the string over the top of the cup
and tuck the tag under the lip of the cup.
2. Fill the cup with water from the brewer spout, leaving a half-inch of room at the top.
3. When serving tea in a drive thru, automatically place a sleeve on the cup.
Brewing Premium Iced Tea:

1. Use a hot cup to brew half the size of the finished product, for example, brew 10 ounces of hot tea to
make a 20oz premium iced tea.
2. Let the tea steep for a minimum of 60 seconds.
3. Pour the hot tea concentrate over a level cold cup of ice. Include the sachet as it will continue to
steep in the cold water.
4. Add a strawless! Ta-da!

The Milksteamer
The Milksteamer has a huge responsibility in achieving PERC at every minute of
every day. While the Shotpuller moves around the store and keeps the line moving,
the Milksteamer is an anchor, settled in one spot, ensuring that the drinks are
perfect and the customers are loved! It is up to the Milksteamer to engage each
customer with genuine enthusiasm, and to build relationships from one visit to the
next. Conversation as the Milksteamer is not optional.
Priority One: Steam Milk, Prepare and Serve Drinks

Listen carefully as the Cashier calls out drinks
· If you are not engaged in conversation when the drink is called out, shout out a nice loud “Thank
you!” to acknowledge that you’ve heard the order.
Properly steam Velvetized Milk
· Velvetized Milk is created in two distinct steps: Stretching and Rolling.
· Stretching introduces steam into the milk, aerating it. Milk foam is made up of tiny air bubbles, which
actually cause the volume of the milk to expand, hence the name “stretching.”
· Rolling is the process of combining the foam back into the liquid of the milk. It’s done by creating a
whirlpool effect, which pulls the foam back into the milk.
· The result is Velvetized Milk. The surface is both soft and shiny, called “velvet chrome,” and the milk
has an unbeatable creamy texture. This is why our lattes and cappuccinos are so rich and decadent!
· Once you’ve created perfect Velvetized Milk, it’s all about the pour.
Whipped Cream, Sweet Foam, and Garnish
· Use the correct amount of whipped cream. The
customer must be able to put a lid on the cup. Leaving a
hollow dome of whipped cream allows for some “give”
under the lid and a sturdy foundation helps protect
against spills.
· Sweet foam, most often recommended on iced drinks,
is another sweet and delicious topping. Leave only ½”
of room for the sweet foam – adding too much can
damage C of PERC. Gently shake the container and swirl
a layer of sweet foam on the top of the drink.
· Decorate both whipped cream and sweet the drink
with a three loop spiral of one thick sauce, or two
interlocking two loop spirals for two thick sauces.
Present the drinks with pride!
· Never serve drinks out of order. The first customer who
ordered is the first customer to get their drink. If there
are multiple drinks on one ticket, they can be served as they are completed.
· Keep the drinks behind the Magic Line until they are completed!
Reveal the perfect drink for every customer! Ta-da!
· Milksteaming is a skill and it must be practiced! Be proud of it!

The Milksteamer
Always maintain a sense of urgency

• Cold drinks will always get a lid and straw; unless iced with no whip or iced with sweet foam - these
will receive a strawless lid. All hot drinks are served with a lid.
Call out each drink loudly at the delivery counter. Call each drink completely
· “Here you go” is not a drink that we serve at BIGGBY® COFFEE.
· Call out the drink name, size and any modifications.
· The customer must be confident that they are getting exactly what they asked for!
• If your Shotpuller is not present, there are certain conditions under which you may assume their position
priorities. You must continue to engage the customers in conversation, even if you are pulling shots and
setting up drinks, too.
· Start the milk before you pull shots or set up drinks, for efficiency.
Keep a close eye on your towels!
You have one for the milkwand and one for the counter. Don’t mix them up! Never wipe the milkwand
with a towel that has been used on the counter!
Priority Two: Actively Engage Each Customer In Conversation

• Actively is the word!! You get to make friends with every single person who comes into your store. In
fact, you must make friends with them.
· Be friendly; be genuine. This engagement isn’t just to make the customer’s wait seem shorter, or to
give them something to look forward to. This is who we are at BIGGBY®. We exist to love people. We
promise to be the friendly coffee company, and we can deliver on this promise at the milk wand.
· “Actively” means that we start the conversation and we keep it going for the customer’s entire wait!
· If you have a line of customers, it means you have a line of drinks. Calm the crowd (and keep your
head) by calling out what you’ve got coming down the line, “I’ve got a 20oz Caramel Marvel with
skim and a 16oz Iced Chai Latte coming up next”
· After you call out the drink and finish your conversation, thank the customer and wish them a good
day!
• You might have a quiet customer… Rely on a few tools to help get them chatting!
· The Trivia Board – Ask if they have a guess for the question on the board. Be sure the question is one
that you are interested in talking about!
· Ask if they want a free drink on their birthday… if they say yes (which they will) then get them signed
up for E-Wards!
· Choose a “Topic of the Day” and write it on the board under the trivia question. This should be
something that every person would have a different answer for. Try this one: “If you were in a super-
cool heist movie, what music would you want to play during your rad slow-motion entrance?”
· Never give up on a quiet customer. At BIGGBY® we want to get to know everyone, even the
introverts!
• Conversation with your customers isn’t a “one and done” activity!
· Build the conversation from one visit to the next. Did someone tell you they were on their way to a
movie? The next time they are in, make sure to ask for a review!

The Milksteamer
• Don’t be “okay” ever. “Okay” people don’t work at BIGGBY®. Fantastic people work at BIGGBY®.
· When a customer asks how YOU are doing, your response should never be:
• Okay
• Tired
• Bored
• All right
Even if you are okay, tired, bored or all right, you must be the driving force of positive energy in the
store.
· Respond positively, and use more than one word: “It’s a great day! I’ve had my coffee and I’m ready
to see what the world has in store!”
· If you smile and offer an upbeat response, you’ll cure your own okay-tired-bored-all-right-ness.
• Look out for conversation landmines!
· Don’t talk about politics, religion or relationships.
· Re-direct conversations tactfully if it feels like it’s going down a touchy path.
Priority Three: Clean and Restock

• Keep the delivery counter free of spills, straw wrappers, etc.
• Purge and wipe the milkwand before steaming milk and after, and never let milk dry on the wand. If left
to build up, the milk will burn and eventually it will taint all of the milk that is steamed. Yuck!
· Note: If not purged before and after every drink, milk will get sucked up into the espresso machine
and cause damage. Repairs are very expensive.
• Keep the milkwand towel clean at all times. If you accidentally wipe up a spill of espresso, flavor or
grounds, grab a new towel. Customers don’t want to see you wiping the milkwand with a towel that
looks dirty.
• Keep the reach-in cooler stocked with milk and whip.
• Clean up any spills and drips quickly.
• Do not leave milk cartons or whipped cream canisters out on the counter. If they are empty, toss them.
Otherwise, they should be placed back in the refrigerator.
• Do not leave milk pitchers sitting on the counter.

Milksteamer: Priority One
Together, the Shotpuller and Milksteamer build every single one of our drinks by
hand, from scratch and to order. We already went over the beverages that are
either mostly or totally completed by the Shotpuller - now we will get into the
drinks that depend on the Milksteamer to prepare perfectly velvetized milk!
Steam Milk, Prepare and Serve Drinks

Milksteaming – Velvetizing Milk
A PERCfect hot latte is only possible if you start with PERFECTLY prepared milk! After you have steamed
the milk properly, it’s all about the art of the pour. We steam milk the same for lattes, steamers and hot
tea lattes! Anytime you’re steaming milk, this is how it’s done!
Keep in mind: Milksteaming is a skill. You’ll need to practice it and check your results constantly. Imagine
that you’re a professional swimmer (or any other kind of athlete): Even after you’ve won the gold medal,
you still have a coach checking up on your form!!
Phases of Milksteaming
Stretching is the first step in Milksteaming. This process introduces tiny air bubbles into the milk, and
quite literally STRETCHES the milk so that it increases in volume. Another word for this is “aerating”
the milk.
Rolling is the process of reintroducing the tiny bubbles back into the milk. This is done by positioning the
milk pitcher in such a way that a whirlpool effect is created, pulling the bubbles back into the milk.
The Perfect Milk

• Velvetized Milk is what is created when milk is properly
stretched and rolled. Don’t confuse “velvetized milk” with
“warmed milk.” Velvetized milk gives all of our hot drinks
their creamy texture. If we used only warmed milk, the
drinks would be thin and watery.
• Velvet Chrome is what the top of perfectly prepared milk
will look like. The tiny bubbles will be uniform and look
very soft, but also shiny at the same time.
Milksteaming Fundamentals
Be aware of the weight of the latte:
· 16oz latte – Weighs 16oz w/out whip, 15.5oz with whip.
· 20oz latte – Weighs 20oz w/out whip, 19.5 with whip.
· 24oz latte – Weights 23oz w/out whip, 22.5 with whip.
Be aware of the amount of foam on top of the drink:
· Latte – A half inch or less of foam on top of the drink.
· Cappuccino – Half of the cup is foam.
· Latticcino – Split the difference between a Cappuccino and a Latte! One third of the cup is foam.

The Milksteamer: Priority One
· Dry Cappuccino – Two thirds of the cup is foam.

· No Foam Latte – Stretch, roll and pour the latte just like normal, but pour slowly and do not shake any
foam onto the top of the drink.
Be aware of the temperature of the velvetized milk:
· Unless specified by the customer, hot drinks are poured when the thermometer reads 150 degrees
· Not Hot drinks are poured when the thermometer reads 120 degrees.
· Extra Hot drinks are poured when the thermometer reads 160 degrees.
· Thermometers must be calibrated every three hours to make sure that drink temperatures are
monitored properly.
The Perfect Pour

• The cup stays on the counter. Don’t pick it up and hold it.
• Pour slowly, straight down the center of the cup.
• As you pour, pay attention to the surface of the drink…
· If you can see liquid milk, not milk foam, then you are in great shape! Continue pouring at this pace!
· If you can see foam and no liquid milk, SLOW DOWN! You may even have to stop pouring and set the
pitcher down for a few seconds before proceeding with your pour.
• As you get close to the top of the cup, if there is no foam visible on the drink, you’ll need to shake the
pitcher to “throw” a half inch or less of foam on the latte.
• A latte that is too light will always be more of a problem than a latte that is “too heavy.” At this moment
in time, there is no such thing as a latte that is too heavy, but a latte that is too light makes the customer
feel like they did not get a full drink. Don’t over stretch the milk, and don’t put too much foam in the cup
• The pitcher basically hangs on your forefinger, and the rest of your fingers keep a light grip on the
handle. Your thumb can rest on top of the handle for stability, but don’t pinch down.
· It’s all in the wrist! Let the weight of the pitcher help control the motion of shaking the pitcher back
and forth.
· When you are an expert at controlling this shake, you’ll be ready to start making latte art!!
Remember that the first word in “C” of PERC is CONSISTENTLY…

do it right FIRST and then do it right FAST!

The Cashier
The Cashier is the first point of contact when a customer walks in the door, and
they will set the tone for the customer’s entire experience in the store. The Cashier
needs to be full of energy and excitement, and express genuine joy for the work
that she is doing. Greet customers with the same excitement that you would greet
your best friend! Make eye contact, smile and say hello!! Never wait for a customer
to talk first!
Priority One: Greet customers within three steps of the door and
complete their transactions as quickly as possible
• Always be near the POP (point of purchase) and keep your eyes on the front door. Drop whatever you
are doing when a customer walks through the door.
• Greet the customer with eye contact and a smile before they have taken three steps into the store!! Say,
“Hey there! Welcome to BIGGBY®!” or another friendly greeting.
· If you have learned their name, USE it!! Nothing hits “R” of PERC like knowing your customers by
name!
• The Cashier must start the transaction by asking to take the customers’ order. Don’t wait for the
customer to start to order. “What can I get started for you today?” is a good starter question, but feel
free to improvise as needed.
· If the customer says, “I’m not sure…” let them know that we have a patented three question process
to lead them to the perfect drink, and then take them through the process. You’ll learn the process
coming up soon!
• Don’t engage the customer in conversation as the Cashier. Not only is that the Milksteamer’s job, it
will also slow things down at the POP area, making it very hard to move our customers as quickly as
possible!
· If the customer seems to want to start a conversation with you, steer it quickly and respectfully back
to their transaction.
• Unless the customer tells you explicitly that they would like their drink “Hot, Iced or Frozen,” then you
must ask them the question. This is literally THE ONLY TIME that you are expected to say something to a
customer word-for-word. Ask them, “Would you like that Hot, Iced or Frozen?”
· The ability to make drinks three different ways is something that is uniquely BIGGBY®. No other
concept can do this, and it is required that you ask every customer this question.
• Enter the drink into the POP system exactly, with ALL of the details.
· All information must be typed into the computer system.
· Do not write additional information on tickets
• The Cashier should only read the order back to the customer if they think that a detail may have been
missed. If the customer ordered a drink with several modifications, the barista may want to read it back
for confirmation.

The Cashier
• Move with a sense of urgency. Don’t let the interaction take longer than 70 seconds.
• Call out drinks loud and clear after you’ve entered them into the POP system.
· Follow the call out procedure listed below.
· We call out all drink and food orders for many reasons!!
· The Shotpuller and Milksteamer know how to start the drink!
·The Shotpuller will know there is a food order that needs attention.
· The Cashier should start bagel/Bragel orders, including getting out needed ingredients
for the Shotpuller and dropping the bagel into the toaster (where applicable).
· Where applicable, the Cashier should start bagel/Bragel orders before cashing out the
customer to increase speed of service!
· The cheerful call out brings energy to the store!
· It makes you totally awesome.
• Send the ticket as soon as the customer is done ordering their drink.
· The Shotpuller and Milksteamer will need the ticket to get all of the details.
• You may have to help translate a new customer’s order.

· If the customers uses coffee language other than BIGGBY® language, you may need to clarify what
exactly they are expecting to get!
· A “French Vanilla Cappuccino” MIGHT refer to an actual cappuccino with vanilla flavor, but it’s more
likely that this is a customer who drinks gas station coffees, and really wants a Vanilla Bean Latte. In
this case, let the customer know that we serve traditional cappuccinos with 1/2 cup of foam, but we
can also make a vanilla latte with a 1/2” layer of foam instead. Verify which the customer would like.
· A “Caramel Macchiato” is really a Caramel Marvel. Go ahead and ring it in that way.
· A “Venti” or a “Super” is a 24oz.
· A “Frappuccino” is a Frozen Latte.

The Cashier
· We used to have different terminology for our cup sizes, so if a customer uses short, tall, grande, or
super, this is what they mean:
Short = 10oz
Tall = 16oz
Grande = 20oz
Super = 24oz
• Ask EVERY customer for their BIGGBY® Card.

· Customers will get distracted and forget that they have one.
· If they don’t have a card, simply start one for them. Don’t ask if they want one. Just swipe it and hand
it to them!
· If they have forgotten their card, remind them to bring it next time!! Don’t start a new one unless
they ask you for one.
• A customer earns one point for each full priced beverage that they buy. After they have earned 12
points, their next drink is free!
• A customer earns one point for each full pound of retail coffee that they buy. After they have earned 9
points, their 10th pound of coffee is free!
• When you hand the card back to the customer, tell them how many points they have, even if it is zero.
For example, “You have 5 more until your free drink!”
• If the customer presents the BIGGBY® app, scan it with the barcode scanner!
• When a customer pays cash, set the bill down on the counter, so that you and the customer can see it.
· This helps prevent over/short with the drawer, and will stop misunderstandings with the customer
regarding the denomination of the bill.
· Hand the customer the coins first, and then the bills. Count back the bills one at a time.
• Conclude each transaction by saying, “Thank you!” and then direct the customer to their next stop. If
they are getting a drink from the Milksteamer, let them know, “Jake will have your drink down to your
left!”
• Say THANK YOU!! Always.
• If you’re not engaged in a transaction as a customer is leaving the store, make sure to call out a friendly
farewell! It makes their day!

The Cashier
Priority Two: Build sales through suggestive selling

Selling is part of the BIGGBY® culture, and we have a very simple system for making two smart
suggestions during each transaction.
• First, offer something to make their drink bigger or better!!

· Extra Shot
· Zip!
· Whip (if it doesn’t already come with whip)
· Flavor (if it doesn’t already come with flavor)
· Get the next size up!
· Add fruit (when applicable)
• Second, offer the customer an “add on item.”

· Typically, this will be a food item, like a Bragel, a muffin or another food feature.
· During holiday and end-of-school-year times, draw attention to mugs, gift cards and retail coffee!
• Don’t ask a question that can be answered with “yes” or “no.” The best ideas are genuine, thoughtful
open ended suggestions.
· NOT, “Do you want an extra shot in that?”
· TRY, “Change your life with an extra shot today… am I right?”
· NOT, “Would you like a bagel or a muffin with that today?”
· TRY, “You haven’t truly lived until you’ve tried a coffee cake muffin!”
• Suggestive selling can be uncomfortable

for someone who is new to sales, but
don’t worry!! Just find a way to make a
suggestion that sounds like YOU!
• Watch your body language when you
make your suggestions!!
· Are you nodding your head “yes” and
smiling?
· Are you shaking your head “no” and
leaning back uncomfortably?
• When a customer is already purchasing

one gift, toss up the Double Play. If they
are buying a mug, a great suggestion is a
$20 gift card to go along with it!
• If they are grabbing a gift card, why not
add a bag of coffee to make the gift that
much better?
• Be prepared to hear, “No, thank you”

from your customers. Maybe they have a
routine, they aren’t in the mood right now,

The Cashier
or they aren’t prepared to spend any extra just yet. When you make confident suggestions, they will
leave knowing that they have options, and it’s likely that they’ll try something new the next time!
• We use a sales metric called ABC to track our selling habits and to help us create sales goals.
· ABC stands for Average Beverage Check
· This metric estimates the amount of money each customer spends per visit and is displayed as a
dollar amount.
· ABC is calculated by dividing NET Sales by Cup Count - and the goal is to always make that number
increase. Ask your manager about your ABC and sales goals!
Priority Three: Clean and restock the POP area, including food
• Keep the POP area looking great! This includes any food displays, card holders, coolers, buckets, or
anything else visible to the customers.
• Full = Fresh is the rule!!
· Keep baked goods stocked and looking good! No one wants to buy the last sad muffin!
· Keep the doily changed so that it always appears fresh and clean.
· Always FIFO the food items so that things do not go bad during the day.
• If you need help getting more food or beverages from the BOH, ask your Shotpuller to make a run for
you!
· It is the Cashier’s responsibility to monitor which items need to be stocked, but the Cashier should
never handle food without first washing their hands for at least 20 seconds. Feel free to ask the other
baristas on the line for help so you don’t have to leave your post!

The BIGGBY® Method – Choose the Perfect Drink
When a customer doesn’t know what they should order, we can lead
them to the best choice in two simple questions
What to do if the customer follows the suggestion up with a dislike? For

example, you suggest the Caramel Marvel, but they say, “I don’t really like
caramel” or “that sounds way too sweet for me!” Take their cue and find
your way to another suggestion… “We can always do light flavor” or “Maybe
you’d prefer the Mocha Mocha instead!” Be confident in your suggestion!!

Details of the Cashier Position
The Cashier position has a certain rhythm to it, a back and forth conversation
between the barista and the customer. It is up to the Cashier to keep this beat
going and to control the pace of each transaction. The customer must not feel
rushed, nor feel like they are being held hostage at the POP area. While not every
transaction will go perfectly according to plan, the Cashier needs to be able to
keep the flow going no matter what the customer needs!
The Cashier Cadence

Cashier: Hey there! Good morning! What can I get started for you?
Customer: I’ll take a 20oz Mocha Caramel, please!
Cashier: Awesome! Hot, Iced or Frozen?
Customer: Hot.
Cashier: That usually comes with only two shots, we should do three today, don’t you think?
Customer: Sure, why not?
Cashier: (turns head and calls out) Triple 20oz!
Cashier: (to the customer) How about the amazing Ham and Cheddar Bragel for breakfast?
Customer: It looks good, but I totally already had breakfast.
Cashier: No worries! You’re total is $5.46! Do you have a BIGGBY® Card?
Customer: Yep! (Holds out BIGGBY® card)
Cashier: (Swipes card) Rad. You have 4 points towards your freebie, and it looks like 3.24 points towards a
free pound of coffee, too! (Hands card back to customer)
Customer: (Holds out Credit Card)
Cashier: We have the chip reader, so you can pop that card right in there. It’ll ask you for approval.
Customer: Cool, thanks.
Cashier: Alright, that’s all set, and Kody will have your drink ready for you down to your left!
Calling Out Drinks from Cash

The Cashier must call out every drink so that the Shotpuller and Milksteamer can get a head start on
drinks. Callouts also help keep high energy levels in the store! The big question is, of course, what needs
to be called out?

Everything that is called out is of absolute importance for starting the drink. How many shots? What
size cup? What type of milk? Is the drink Hot, Iced or Frozen? They are what allow the Shotpuller and
Milksteamer to get ahead on the drink, but not the details needed to finish drink. For example, the
Milksteamer doesn’t need to know that a drink has “No Whip” to start the drink, because whip is literally
the last thing they will add to the drink. By the time they are finishing the drink, they’ll have the ticket.

Details of the Cashier Position
The Cashier calls out:

1. The number of shots… So the Shotpuller can start pulling shots.
2. The size of the drink… So the Shotpuller grabs the correct cup and the Milksteamer knows how much
milk they’ll need.
3. Espresso modifiers… So the Shotpuller can make it decaf, halfcaf or pull an extra shot.
4. Milk modifiers… So the Shotpuller (if it’s iced) or the Milksteamer (if it’s hot) uses the correct milk: Skim,
Soy, Coconut, Oat, Almond, or Breve.
5. Call out mods… these are mods that would be irreversible if not called out, for example extra room in
an Americano or Red Eye.
6. The name of the drink… if it isn’t a latte.
In short, call outs go like this: Number of shots, size, espresso mods, milk mods, call out mods and the
name of the drink if needed.
The Many Faces of Calling Out a Mocha Mocha

Let’s use the Mocha Mocha as a test drink. There are MANY ways that a customer can order a Mocha
Mocha. Beyond “Hot, Iced or Frozen,” there is the Reduced Calorie version, the decaf version, the light
flavor version, the skim milk version…
Order: 24oz Mocha Mocha, hot

Call: Triple 24!
Order: 24oz Mocha Mocha, iced

Call: Triple 24, Iced!
Order: 24oz Mocha Mocha, Frozen

Call: Triple 24, Frozen!
Order: 24oz Mocha Mocha, hot, extra shot, skim milk, no whip
Call: Quad 24 Skim!
Order: 24oz Mocha Mocha, iced, made with coconut milk

Call: Triple 24 Iced, Coconut Milk!
Order: 24oz Mocha Mocha, SF Mocha, skim milk, no whip, hot, decaf
Call: Triple 24 Decaf Skim!
Obviously, not every drink will be a Mocha Mocha, so we’ll do some more practice on calling things out in
your workbook!

The Drive Thru Cashier
The Drive Thru Cashier needs to be a skilled juggler, especially during high volume
times of the day. Customers choosing the Drive Thru do so almost exclusively
for convenience and speed of service. This means that they must be greeted
immediately when they arrive at the speaker box, their order must be taken right
away, and they must not spend too much time parked in line while they wait for
their turn at the delivery window. The Drive Thru Cashier to must keep up the pace!
Priority One: Greet customers within three seconds and complete

their transactions as quickly as possible
• The first thing that every great DT Cashier needs is the ability to speak clearly and confidently. While
you want to be quick and efficient in the DT, don’t rush in speaking to the customers. If they don’t
understand you or they feel rushed, you will miss out on the ability to achieve PERC.
• As the DT Cashier, you will manage two points of customer contact at all times, and you must decide
which one has priority at any given moment.
· Point one: The customer at the speaker.
• This customer must be greeted immediately and their order must be taken immediately.
· Point two: The customer at the window.
• This customer should never wait if their drink is completed. As soon as it is done, hand the drink
to the customer.
• Greet customers at the speaker immediately and with a smile. Even though they can’t see you, they will
be able to hear your smile through the speaker!
• There is no script for greeting a customer at DT, but you must welcome them to BIGGBY®, introduce
yourself by name and ask them what you can get for them.
· Try this, “Good morning and welcome to BIGGBY®! My name is Laura! What I can I get started for you
today!”
• The goal should be to never put a customer on hold. Greet them right away and take their order.
• Enter the order into the POS (point of sale) and call out the drink while the customer is speaking and
after you’ve made sure that your microphone isn’t still on!
· If a customer orders brewed coffee, ask if they’d like cream and sugar or a flavor added, and ring up
any requests for cream, sugar or flavors.
· If the customer doesn’t specify what type of brewed coffee, just ring in BIGGBY® Best and read the
order back to them.
• Send the drink ticket when the customer has finished ordering.
· Two tickets will print; one at the Shotpuller and one at the Drive Thru printer. Take the ticket off of the
DT printer and fix it in line using one of the clips by the DT counter.
• Tell the customer their total, and ask them to pull forward with a cheerful, “See you at the window!”
• Part of completing the transaction as quickly as possible is handing their drink out right away. If the drink
is ready when the customer arrives at the window, take their BIGGBY® card and payment method and
hand them their drink in the same exchange.
· This gives them time to get situated in their car, make sure they have their cup holder free, and take
that first sip of goodness while you are cashing them out. Efficient!

• All drinks served in the drive thru must have a lid placed on them before going out the window. Put the
hot lid on the cup with the spout facing opposite the seam to prevent spills, and make sure that all lids
are securely on the cup before handing it out.
• Only the Americano and Hot Tea are served automatically with a sleeve. The customer may request a
sleeve for other drinks.
• When you hand the drink to the customer, make sure you call out all special instructions so the customer
is confident that you got their order right!
• Thank them and tell them to have an awesome day!
Priority Two: Build sales through suggestive selling

• Even through the DT speaker, selling is part of the BIGGBY® culture, and we use the same very simple
system for making two smart suggestions during each transaction.
• First, offer something to make their drink bigger or better!!
· Extra Shot
· Zip!
· Whip (if it doesn’t already come with whip)
· Flavor (if it doesn’t already come with flavor)
· Get the next size up!
· Add fruit (for blender drinks only)
• Second, offer the customer an “add on item.”
· Typically, this will be a food item, like a Bragel, a muffin or another food feature.
· During holiday and end-of-school-year times, draw attention to mugs, gift cards and retail coffee!
• Don’t ask a question that can be answered with “yes” or “no.” The best ideas are genuine, thoughtful
open ended suggestions.
· NOT, “Do you want an extra shot in that?”
· TRY, “Change your life with an extra shot today… am I right?”
· NOT, “Would you like a bagel or a muffin with that today?”
· TRY, “You haven’t truly lived until you’ve tried a coffee cake muffin!”
• Suggestive selling can be uncomfortable for someone who is new to sales, but don’t worry!! Just find a
way to make a suggestion that sounds like YOU!
• Even over the headset, your body language will matter to the sound of your suggestion!
· Speak clearly and confidently, and while you should speak with a sense of urgency, mumbling or
talking too quickly over the headset is a surefire way to drop the potential sale, but also to make the
customer wonder if you got their order right.
· Are you nodding your head “yes” and smiling?
· Are you shaking your head “no” and leaning back uncomfortably?
• When a customer is already purchasing one gift, toss up the Double Play. If they are buying a mug, a
great suggestion is a $20 gift card to go along with it!

Priority Two continued

• If they are grabbing a gift card, why not add a bag of coffee to make the gift that much better?
• Be prepared to hear, “No, thank you” from your customers. Maybe they have a routine, they aren’t in
the mood right now, or they just aren’t prepared to spend any extra just yet. When you make confident
suggestions, they will leave knowing that they have options, and it’s likely that they’ll try something new
the next time!
Priority Three: Clean, restock and assist production line

operations
• Keep the DT area clean, including the window itself.
• If you have specific DT airpots/carafes during any portion of the day, monitor them and alert the
Shotpuller when they need to be re-brewed.
• Keep BIGGBY® Cards and other items fully stocked.
• When there are no Drive Thru orders to take and more than two drinks to be prepared, the DT Cashier
may assist the production line operations by:
· First, washing their hands.
· Brewing coffee.
· Assist the Cashier and Shotpuller with food orders.
· Help the Shotpuller by setting up blender drinks, washing the blenders out, or helping to set up
drinks on the line.
· Help the whole line by restocking ice, milk, fruits, syrups and sauces, whipped cream and coffee
beans as needed.
· When a car pulls up, the DT Cashier must immediately greet the customer and move back to the POP.
Another Drive Thru Element – Ticket Hopping

The Shotpuller in a DT Store has an added responsibility: Ticket Hopping. If there are four cars in the Drive
Thru line, and a customer walks in the front door and places an order, is that indoor customer fifth in
line, or the first? Or vice versa, perhaps a car pulls into the Drive Thru while there are four people inside
waiting for their drinks. In the customers mind, she’s the first in line. She’s expecting her drink to be
served quickly. Boom… Ticket Hopping. Here is how it works.
• When there are tickets for both indoor and DT customers, the Shotpuller must weave the indoor tickets
into the DT tickets so that there is a pattern of “indoor, outdoor, indoor, outdoor.”
• For example, in the situation above, there would be five tickets: The first four are DT orders, and the last
is the indoor customer’s ticket. The Shotpuller moves the indoor customer ticket to the second place
position behind the first DT ticket, and then continues to alternate tickets as needed.
• Ticket Hopping allows both the indoor and outdoor lines to move with great efficiency, and attends
directly to P of PERC by respecting their time and moving them as quickly as possible.

PERC-O-MATIC
The PERC-O-Matic is our Point of Sale (POS) System. It is an extremely user-friendly
cash register system designed specifically for you, the BIGGBY® Barista! This
system has been designed to make your job as the Cashier as easy as possible.
Once you have been oriented with the main menu and submenus, and with a little
practice, you will be zinging through orders like a veteran BIGGBY® Cashier.
The Main Screen
A – You can use these arrows to sort through past orders to look back on orders. Under the arrows
will show you which order number you are currently on.
B – You can use the search bar to look for items if you are unsure where they are located.
C – The Home button will take you to the main log-in screen.
D – These are the buttons you will use to access the different submenus when ringing up drinks,
food, and merchandise.
E – This area will display the active order.
F – These buttons will be used to modify/void orders, assign BIGGBY® Cards, apply coupons, send
tickets, pay for orders, and close out orders.

PERC-O-MATIC
The Sub-Menus
Beverages Submenus
Favorite Lattes – All of our hot, iced, and frozen lattes will
be found here.
Traditions and Classics – All of our hot drinks that are not
lattes or steamers will be found here.
Creme Freeze Smoothies – All of our Creme Freezes will
be found here, both juice and milk based.
Steamers – Our steamers, both for adults and
children, will be found here.
Other Cold Beverages – All of our Iced beverages
that are not lattes can be found here.
Tea Lattes – All of our Hot, Iced, and Frozen Tea Lattes
can be found here.
Favorite Lattes
When you click on the Favorite Lattes button from the
Beverage Menu this is the screen that will pop up.
• Use the pink buttons to select the size and then select
the name of the latte you are ringing in
• Our most popular lattes are in purple
• The teal buttons are our other lattes (not lattes of the
day) in alphabetical order
• The green button is where all of our Lattes of the Day can
be found
Once you have selected the name of the Latte it will take
you to the next page. From this page you can:
• Select the size and number of shots
• Select if it is Hot, Iced, or Frozen
• Select any other mods. (Light flavor, extra hot, no
whip, decaf, reduced calorie, etc.)
• If a customer would like more than one of these you
can select the duplicate button.
• If you are training or unsure of the recipe, you can
select the recipe button to display the recipe.
• When you are finished modifying the order hit done
and it will take you back to the main screen

PERC-O-MATIC
Traditions and Classics

This is the submenu that pops up after clicking on
Traditions and Classics from the Beverages menu.
• Espresso, Espresso Con Panna, and Espresso
Macchiato can be found under the green Espresso
button.
• For other drinks: Select the size from the pink
buttons and then select the drink from the teal
buttons.
• The teal buttons consist of hot drinks that are not
Favorite Lattes
Creme Freezes
On this tab from the Main Beverage Screen you will find all
of our Creme Freezes both Juice and Milk based.
• The green button will open up a submenu for all
of the Freezes of the Day not shown on the teal and
purple buttons below
• The pink buttons are where you select the size
• The buttons below are our standard Creme Freezes
that we offer.
After choosing the Creme Freeze the modifier page will

come up on the screen. From here you can:
• Change the size if needed
• Add flavor, fruit, whip, or any other additions
• Make the drink Reduced Calorie
• Use the recipe tab if you don’t know how to make it.

PERC-O-MATIC
Steamers
From this submenu on the Main Beverage Page you will
find all of t he Steamer and Magic Milk options. These will
default as Hot but you can make them Iced or Frozen from
the green buttons or from the Modify page after clicking on
the drink name.
Other Cold Beverages

Under this menu from the Main Beverage Screen you will
find all of our Other Cold Beverages that are not Favorite
Lattes or Creme Freezes. Here you will find things like:
• Iced Coffee and Cold Brew
• Iced Tea and Lemonade
• Red Bull Mocktails
• Premium Iced Teas
Tea Lattes
This is where all of the Hot, Iced, and Frozen Tea Lattes will
be found. Drinks found here include:
• Chai Lattes and drinks with Chai in them, like the
Chumpkin
• Traditional Tea Lattes
• Drinks with Tea in them like the “Spice of Life” Latte or
the “Hot Caramel Spice”

PERC-O-MATIC
Food Menu
The Food Menu is a submenu off of the Main Page where you
will find all of our Food options. The main categories are:
• Bagels
· Here you will find bagels and Bragels
• Baked Goods
· Here you will find all of our baked goods like
Muffins and Cookies.
Bagels/Bragels
If you click on the Bagels button from the food page this
menu will pop up. You can use the teal buttons to make
your selection. If you pick Bagel it will open another menu
where you can select the type, the cream cheese and if
they want it toasted or not. If you select a Bragel it will
open the Bragel menu seen below.
Bragels
When you select a Bragel it will open up this page. From
here you can:
• Select the Bagel type
• Select the Cream Cheese type
• Add extra Meats and Cheeses

PERC-O-MATIC
Bottled Beverages
When you click on Bottled Beverages from the Main Screen
it will take you to all of our offerings. Here you will find:
• Apple Juice
• Water
• Red Bull
• RTD Beverages
Catering
Under this menu you will find all of our catering options.
Clicking on the Grabbit 2 Go button will open the submenu
seen below with all of the drink options.
Catering (cont.)
After clicking on the Grabbit 2 Go button you will be
able to click the size for the catering order from the pink
buttons. You can then click one of the teal buttons for
whatever drink the customer is ordering.

PERC-O-MATIC
Once you have completed a customer’s order and are

ready to check them out:
Hit the SEND button to send the ticket to your Shotpuller.
Once you have sent the ticket click on the Customer button
to swipe their BIGGBY® Card to earn points. After swiping
the customer’s card it will automatically assign. If their card
won’t swipe punch it in and click the Assign button.
Once the card has been assigned it will pull up the

customer’s information, including how many points they
have on their card.

PERC-O-MATIC
If the customer has a coupon, hit the coupon

button. From here you can type in the coupon code
and hit Apply. You can also access open %, open $
off, Shift beverages, and other discounts.
Once you have completed the above you can click

on the Payments button. From here you can select
if they are paying with their BIGGBY® Card, Cash,
Credit, or another method. You can also check the
balance of their gift card or add money to their gift
card.
If the customer is paying with cash you can either

use the quick access buttons on the main Payments
screen or you can select the Cash button and this
screen will pop up. From here you can type in the
amount and hit Apply. If the customer is owed
change the drawer will open and a screen will pop
up telling you how much is owed to the customer.

PERC-O-MATIC
If the customer is paying with a credit card hit the Credit

Card button. Once the button is hit this screen will pop up
and the pinpad will instruct the customer to swipe or insert
their card.
Clocking In
When you start your shift and are ready to clock in you
must Sign In first. Either type in your User Name and
Password or use your swipe card. If the Sign In screen is
not on the POS screen simply click the Home Button in the
upper right-hand corner and click on the Sign Out button,
that will bring you to this screen.
Once you have Signed In the Home Screen will appear and
you can use the first button to ‘Clock In’
You can also use that same button to clock out. Make sure
you are Signed In and then click the ‘Clock Out’ button to
end your shift.

PERC-O-MATIC
Assigning The Till

When you need to assign the till go the Home Screen
and click on the Tills button. This process does require a
Manager’s permission so make sure someone with that
access is present when assigning Tills.
When you click the Till button the drawers will appear. If
a drawer is ready to be assigned it will say ‘available’, if
someone is already assigned to a drawer their name will
appear on it. Select the drawer you would like to assign
and click ‘Assign Till’.
After hitting ‘Assign Till’ this screen will pop up. From here
select the barista you would like to assign to the drawer
and enter their starting bank, then hit assign. This will take
you back to the Till screen, where you can accept the till if
you are signed on

PERC-O-MATIC
If the person being assigned to the Till is signed on they

can just click Accept Till from the Home Screen. If the
person you are assigning to the drawer is not signed on
they will have to click Sign Out and enter in their username
and password. Once they are signed on they can click the
Accept Till button to confirm their starting bank.
After hitting ‘Accept Till’ this screen will appear. From here
enter in all of the cash and change that is in the till you are
accepting. Double check that it adds up to the amount you
originally put in and click ‘Accept Till’. After fully accepting
you can click the ‘Orders’ button on the main screen to
begin taking orders.
Checking Out the Drawer

When you need to check out the drawer go to the Main
Screen and click on ‘Checkout Till’

PERC-O-MATIC
After clicking on ‘Checkout Till’ this screen will pop up.

From here accurately count down the drawer and enter in
each amount. Count number of coupons and dollar amount
or discounts and enter that in as well. When you are done
click on the ‘Checkout’ button. The drawer will now be
checked out and ready to assign to someone new.

BIGGBY® Loyalty and Rewards Program
Loyalty and rewards programs incentivize customers to visit the store again and
again and again. BIGGBY® COFFEE has a few regular programs in place to get the
customer excited to stop by for a drink!
The BIGGBY® Card

• Every 12 full priced drinks that the customer buys, their 13th is FREE!
• Every 9 pounds of retail coffee, the 10th pound is FREE!
• Can be a physical card or on the BIGGBY® App. More on the app later.
• Every customer who visits our store is asked by the Cashier for their BIGGBY® Card. If the customer doesn’t
have one, the barista will start one for them.
• If the customer has forgotten their card, they forfeit the points for their current visit.
• Customers can register their BIGGBY® card at www.biggby.com. Once it is registered, they can check their
points balances, combine cards and put their FREE Birthday Drink on their card!
• The customer can have up to two (2) BIGGBY® Cards on their account at any given time.
• When they remove a card from their account, it is deactivated and will not work in stores any longer.
The BIGGBY® COFFEE App – For iPhone and Android

• The BIGGBY® App is available on the App Store and Google Play Store.
• Once downloaded, customers can create an account or login via Facebook.
• Then, they can add their BIGGBY® Card to the device and have points added in store by scanning their app!
• There are a lot of great features on the app, including feedback connections, our full menu and calorie
counts, plus access to our photo contest and more!
• Updates will be made to the app.
BIGGBY® COFFEE E-Wards

• The Milksteamer should ask customers to fill out an E-Wards entry form, and drop it in the box. Their
information will be entered into a database.
• hey will automatically get a free drink on their birthday that can be added to their BIGGBY Card!
• Every week, customers will receive one email from BIGGBY® with a coupon good for one dollar off, BOGO
(buy one get one) or other deals.

The Food Menu
BIGGBY® COFFEE offers several amazing options for food! From coffee house
standards like muffins and bagels to the famous Bragel sandwich. There is
something for everyone!
The Bragel®
The Bragel sandwich is capable of anything! It can be
breakfast, lunch or dinner. It is filling, toasty
warm and yummy!
Turkey Havarti Bragel® – Two slices of turkey, Havarti cheese,

plain bagel and plain cream cheese.
Ham & Cheese Bragel® – Two slices of ham, cheddar cheese,

plain bagel and plain cream cheese.
Turkey Havarti Everything Bragel® – Just like the THB, but on

our signature Everything Bagel.
Sausage, Egg, and Cheese Bragel® – A sausage patty, egg

patty, cheddar cheese, plain bagel, and plain cream cheese.
Also available as Sausage and Cheese or Egg and Cheese.
Other options for Bragels include the Build Your Own Bragel and the Four Cheese Bragel. These are not
on the menu board, but customers can still order them! Some locations carry the Vegan Bragel with a
Worthington sausage patty and Chao cheese.
Bragel® Preparation
Because preparing a Bragel® takes several steps, it is important that the system for building one is
followed to ensure that it is completed quickly and perfectly every single time. If the system is not
followed, Bragels® get forgotten and customers end up waiting.
Preparing the Bragel® with the Toaster/Microwave combo:

• Place the sliced bagel into the toaster, cut side down. Any meat/cheese/egg will be placed into the
microwave for the appropriate amount of time.
• Once the bagel is toasted and the meat/cheese/egg heated, remove the bagel from the toaster chute
and place cut side up on a piece of tin foil (shiny side down). Spread 1/2 a container of cream cheese
onto the bottom half of the bagel. Place the meat/cheese/egg on the top half of the bagel with the
cheese touching the top half of the bagel (unless there is bacon, then that should be placed onto the top
half of the bagel first).
• Pick up bottom half of the bagel and “smoosh” it onto the top half. Wrap the Bragel® in foil, place in a
bagel bag, and call it out at the delivery counter to serve - or place it on the corresponding DT ticket for
the DT Cashier to serve.
Preparing a Bragel® with the Speed Oven:

• Fully assemble the Bragel®. From top to bottom the Bragel® should be assembled in this order: Bottom
half of the bagel, 1/2 container of cream cheese, protein, cheese, and top half of the bagel. Bacon is the

The Food Menu
only protein ever placed on top of the cheese.

• Place the Bragel®(s) onto the tray and then into the oven. Select the correct settings determined by the
number of Bragels® on the tray and the number of proteins the Bragels® have.
• Once the Bragel® finishes cooking, place the Bragel® upside down on a piece of tin foil (shiny side down).
Wrap the Bragel® in foil, folding in from the corners, and then place into a bagel bag. Serve by calling it
out at the delivery counter or place it onto the corresponding DT ticket for the DT Cashier to serve.
Bagels
When a customer orders a Bragel or Bagel with cream cheese, ask, “Would you like that on Plain, Asiago,
or Everything?” If we have any seasonal bagel types or other sandwich carriers, you should include them
in the question!
Muffins
We offer assorted muffins including blueberry and coffee cake muffins. Seasonal muffins are a regular
addition to the lineup!
Donut Holes
Donut holes make a great snack and because they come in a cup, they are totally shareable!
BIGG Cookie
Try it toasted, or try it not toasted. Either way, nothing beats a chocolate chip cookie!
Retail Food Items

The KIND Bar is a great option for a customer who wants a sweet and salty snack!
The Chocolate Covered Espresso Beans are a staple. Chocolate and coffee belong together.
Preparing Food
• Before you begin preparing food, wash your hands thoroughly and put on an apron.
• Get a bucket of sanitizer solution and place one towel in it. Soak the towel, wring it out, and use it to
wipe down the food prep area.
• Open the BOH Manual to the recipe you need to prepare and assemble the utensils and ingredients
needed.
• You may never handle food directly – always use the disposable gloves or utensils.
• Wipe down the food prep area, cutting board, and any utensils thoroughly with the sanitized towel
between uses.
• Properly date label all ingredients and prepared food with the appropriate use by date. Discard any
food at the end of the day on its use by date and record on the Waste Record Form. Use chart below for
dating information.
• If you are unable to use an entire package of lunch meat in the seven day period, portion what you need
and freeze what you want to save - be sure to date the container. When you pull the container to thaw,
write the thaw date and 6 day use-by-date. You lose one day by freezing it.
• Make sure to write your initials, today’s date, the use-by-date, and the item you are labeling on date
stickers.

Food Dating
Item Days Good

Muffins, Donut Holes 3 days total (+2 days)
BIGG Cookies 7 days total (+6 days)
Bagels 1 business day
Turkey, Ham, Cheese 7 days total (+6 days).
(once opened) If taken out of freezer 6
days total (+5 days)
Sausage, Bacon, Egg 7 days total (+6 days)
Iced Tea, Iced Coffee, 7 days total (+6 days)
Lemonade, Cold Brew
Strawberries, Lemons, 7 days total (+6 days)
Boba in cambro
Sweet Foam 3 weeks (+20 days)
(refrigerated, unopened)
Sweet Foam 7 days total (+6 days) -- date
(Once opened) should not exceed three
week from thaw date
Vegan Worthington 5 days (+4 days)
Sausage
Vegan Chao Cheese 5 days (+4 days)
Boba (in original Good for 30 days
container, once opened)
Appendix 1
Drink Cheat Sheets
Drink Cheat Sheets
Appendix 2
Drink Flavor Rules
Rules of Thumb for Drink Preparation
• For hot drinks with thick syrup, stir after espresso has been added. (or after the milk, if non-espresso based)
• Hot drinks with thin syrup do not have to be stirred. (Exception: Tea Lattes)
• Only drinks made with thick syrup get whip. (Exceptions: Choc Chip Cookie Freeze, Magic Milk, Kid’s Steamers)
• For drinks requested “light flavor,” halve the syrup.
• For drinks requested “extra flavor,” increase the amount of syrup by 50%. (i.e. 6 pumps rather than the usual 4)
• When a drink that is normally a latte is ordered as a crème freeze it will follow the milk based crème freeze cheat sheet.
• All of our drinks can be produced Reduced Calorie. (exception: Dairy Free Mango)
• To prepare Reduced Calorie, use sugar-free versions of the syrup, skim milk, and no whip. Also:
· For Frozen Lattes and Creme Freezes, cut the amount of Tonic in half with SF vanilla.
· For Hot/Iced drinks, cut caramel, chai, mellow, and white lightning in half with SF vanilla.
· For Monin-only drinks where the syrups do not have a SF version, cut them in half with SF vanilla. Example: the Butterscotch
Latte needs to be cut with SF Vanilla, the Beautiful Haze does not.
• Cappuccinos, Lattes, Steamers, and Magic Milk ordered with a fruit flavor (i.e. Raspberry Latte, Strawberry Magic Milk, etc.) must be
cut in half with vanilla syrup to help prevent curdling; pomegranate will curdle milk every time.
• The standard pouring temperature for velvetized milk is 150°F.

• The “not hot” pouring temperature for milk is 120°. (i.e. for kids, or others who prefer the milk lukewarm)
• The “extra hot” pouring temperature for milk is 160°F. The pitcher must be rinsed if the milk is steamed past 160°F.
• If a customer orders a drink prepared with a milk alternative that comes with whipped cream, the Cashier must ask whether or not it
should be prepared with the dairy-based whip. Do not ask for skim/Reduced Calorie orders.
• When pouring drinks that do not have milk foam (i.e. hot tea, Americano, no foam latte), leave ½ inch of room.
• Serve hot Drive Thru drinks with the spout of the lid aligned opposite the cup seam to prevent spills.
• Add a sleeve to the cup when serving hot tea and Americanos to Drive Thru customers.
Reduced Calorie Butter Bear Latte

16oz 20oz 24oz
SF Caramel 1 ½ pumps 2 pumps 2 ½ pumps
Butterscotch 1 ½ pumps 2 pumps 2 ½ pumps
Espresso 2 shots 2 shots 3 shots
All Sizes Skim Milk, No Whip, No Garnish
Reduced Calorie Frozen Butter Bear Latte

16oz 20oz 24oz
All Sizes Heaping Cup of Ice
Tonic 2 pumps 2 ½ pumps 3 pumps
SF Vanilla 2 pumps 2 ½ pumps 3 pumps
SF Caramel 2 pumps 2 pumps 3 pumps
Butterscotch 2 pumps 2 pumps 3 pumps
Reduced Calorie Butter Bear Creme Freeze

16oz 20oz 24oz
All Sizes Level cup of ice
SF Caramel 3 pumps 3 pumps 4 ½ pumps
Butterscotch 3 pumps 3 pumps 4 ½ pumps
Skim Milk 3oz 4oz 5oz
Reduced Calorie Caramel Marvel
16oz 20oz 24oz
Reduced Calorie Frozen Caramel Marvel

16oz 20oz 24oz
All Sizes Heaping cup of ice
Reduced Calorie Caramel Marvel Creme Freeze

16oz 20oz 24oz
Reduced Calorie Mocha Caramel

16oz 20oz 24oz
SF Mocha 2 ½ pumps 3 pumps 3 ½ pumps
Reduced Calorie Frozen Mocha Caramel

16oz 20oz 24oz
SF Mocha 1 ½ pumps 1 ½ pumps 2 ½ pumps
SF Caramel 1 pump 1 pump 1 ½ pumps
Reduced Calorie Cocoa Carmella Creme Freeze

16oz 20oz 24oz
SF Mocha 2 pumps 2 pumps 3 pumps
Reduced Calorie Teddy Bear
16oz 20oz 24oz
White Lightning 1 ¼ pumps 1 ½ pumps 1 ¾ pumps
SF Vanilla 1 ¼ pumps 1 ½ pumps 1 ¾ pumps
Reduced Calorie Frozen Teddy Bear

16oz 20oz 24oz
White Lightning 1 ½ pumps 1 ½ pumps 2 ½ pumps
SF Caramel 1 pump 1 pump 1 ½ pumps
Reduced Calorie Teddy Bear Creme Freeze

16oz 20oz 24oz
White Lightning 2 pumps 2 pumps 3 pumps
Reduced Calorie Cocoa Carmella

16oz 20oz 24oz
SF Mocha 2 ½ pumps 3 pumps 3 ½ pumps
Reduced Calorie Cocoa Carmella Creme Freeze

16oz 20oz 24oz
SF Mocha 2 pumps 2 pumps 3 pumps
SCUBA BLAST
ICED
16oz 20oz 24oz
Strawberry Boba Level ¼ cup scoop, drained
Ice 2/3 Cup

GIVN Sparkling Water Float Ice
Blue Raspberry 3 pumps 4 pumps 5 pumps
Cane Sugar 1 pump 1 pump 2 pumps
Sour! ¼ pump ½ pump ¾ pump
Zip! 3 pumps 3 pumps 3 pumps

Drain boba against side of container and add to cup first.
Add 2/3 cup of ice. Cover ice with sparkling water. Add additional ingredients. Top off
with sparkling water. Stir gently, but well.
FROZEN
16oz 20oz 24oz
Ice Level Cup
Neutral Base 2 pumps 2.5 pumps 3 pumps
Blue Raspberry 3 pumps 4 pumps 5 pumps
GIVN Sparkling Water 3oz 4oz 5oz
Strawberry Boba Level ¼ cup scoop, drained
Add all ingredients into the blender EXCEPT boba and blend. While blending, drain boba
against side of container and add to cup first. Pour frozen beverage on top of the boba.
BLOOD MOON BLAST

ICED
16oz 20oz 24oz
Ice 2/3 Cup

GIVN Sparkling Water Float ice
Bango Mango 1 ½ oz 2 oz 2 ½ oz
Blood Orange 1 pump 1 pump 2 pumps
Cane Sugar 1 pump 1 pump 2 pumps
Add 2/3 cup of ice. Cover ice with sparkling water.
Add additional ingredients. Top off with sparkling water. Stir well.
FROZEN
16oz 20oz 24oz
Ice Level Cup
Neutral Base 2 pumps 2.5 pumps 3 pumps
Bango Mango 1 ½ oz 2 oz 2 ½ oz
Blood Orange 1 pump 1 pump 2 pumps
GIVN Sparkling Water 3oz 4oz 5oz
Add all ingredients into the blender and blend.

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New Barista

BIGGBY® COFFEE New Barista Training Manual | 1

2 | BIGGBY® COFFEE New Barista Training Manual

BIGGBY® COFFEE New Barista Training Manual | 3

BIGGBY® COFFEE’s Higher Purpose, the reason BIGGBY® COFFEE

4 | BIGGBY® COFFEE New Barista Training Manual

What is an operating philosophy and why do we need it?

The BIGGBY® Operating Philosophy is called PERC.

What does PERC look like in action?

Rule of thumb: Do it right first, then do it right fast!

BIGGBY® COFFEE New Barista Training Manual | 5

The Cashier/Drive Thru Cashier

6 | BIGGBY® COFFEE New Barista Training Manual

“Did I make the customer happy?”

Create one new BIGGBY® COFFEE fanatic per day,

BIGGBY® COFFEE Cultural Values

Share Great Coffee

BIGGBY® COFFEE New Barista Training Manual | 7

8 | BIGGBY® COFFEE New Barista Training Manual

Jewelry & Makeup

BIGGBY® COFFEE New Barista Training Manual | 9

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Proper Hand Washing Procedures

FIFO – First In, First Out!

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Potentially Hazardous Foods

Food Safety Information

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Do you know how to mop the floors?

The Five Minute Rule

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Priority One: Pull shots and set up drinks

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Priority Two: Complete and Serve Toasted Food,

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Attend to toasted food

Priority Three: Brew Coffee and Run Laps

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Espresso – The Key Ingredient

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Mostly Shotpuller Only Drinks

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Hot Drink Fundamentals

Iced Drink Fundamentals

Frozen Drink Fundamentals

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Light Flavor/Extra Flavor Fundamentals

Reduced Calorie Fundamentals

Cup Size and Espresso Shot Fundamentals

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Frozen Latte Procedure:

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Creme Freeze Procedure:

Remember, always build frozen drinks in the correct order to

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Currently we offer four types of BIGGBY® Blast drinks:

Iced Blast Procedure:

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Frozen Blast Procedure:

A few more notes on BIGGBY® Blast:

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Sparkling Zip! Mocktails