Barista Training Program

Overview
The Barista Training Program introduces partners new to Starbucks stores to the standards,
policies and skills required to operate successfully in each station in a Starbucks store. Partners
completing Barista Training learn about Starbucks Coffee Company’s unique history and culture,
and begin to understand their role in communicating coffee knowledge to customers. Barista
Training focuses on the Starbucks Experience and how to create this experience for customers
and other partners. The program is divided into the modules and classes listed in the following
table. Classroom facilitators (CFs) support the classroom content. In-store learning coaches
(LCs) support the in-store learning modules.

Module or Recommended
Subject
Class Time
First Impressions Module 2 hours
Creating the Starbucks Experience Class 4 hours
Communicating About Coffee Class 4 hours
Cleaning the Café Module 1 hour
Brewed Coffee and Tea Module 1 hour
Beverage Communication Module 2 hour
POS Register Module 1 hour
Art of Espresso Class 5 hours
Customer Care Module 1 hour
Service at Starbucks Class 4 hour
Blended Beverages Module 2 hours
Food Handling Module 1 hour 30 minutes
Retail: Whole Bean Coffee and Home Brewing Module 1 hour
Equipment
Equipment Maintenance Module 4 hours
Increasing Sales Module 5 hours
Coffee Master Module 30 minutes
Barista Certification Module 2 hours
41 hours

Program Learning Objectives

Partners who successfully complete the Barista Training Program will be able to:
 Understand Starbucks Coffee Company history, mission statement, guiding
principles, culture and values
 Communicate about coffee to customers
  Demonstrate Starbucks Customer Care philosophy
 Work effectively as a barista at all stations in a Starbucks store
 Understand and follow Starbucks Coffee Company’s standards and policies in all
areas of retail store operations
 Prepare Starbucks Coffee Company beverages to operational standards and
describe the beverages to customers
 Demonstrate enthusiasm and passion when describing Starbucks products to
customers
 Sell Starbucks products to customers by having conversations to discover which
products meet their wants and needs
 Recommend products and additional items that meet customer needs
 Continue to use available tools and resources to learn more about coffee and to
answer customer questions
 Complete the Coffee Passport
 Lead coffee tastings for customers and increase whole bean sales
 Follow standard procedures for cleaning and maintaining the espresso machine,
grinders and other store equipment
 Increase speed of service to the customer while working in assigned stations
 Maintain the appearance of all food displayed in the food case to Starbucks Coffee
Company’s standards
 Complete Barista Certification

Target Audience
All new retail store partners, from barista to district manager, must complete the Barista Training
Program. In addition, some or all of the classes and modules are recommended for support
center partners.

Length and Location

The total time required to complete all modules and classes in the Barista Training Program is 41
hours. Partners should complete the program in the first month after their hire date. Classes
take place in a training facility. Modules are completed in a store. If a training facility is not
available, classes may be taught one-on-one or as a small group in a retail store.

Barista Training Program Class Descriptions

Creating the Starbucks Experience
This orientation introduces new partners to Starbucks Coffee Company, the organization, and
communicates what makes Starbucks Coffee Company a great place to work. Partners learn
about the history of Starbucks, and how the Mission Statement influences Starbucks culture and
core values. Partners understand what is provided to them, what is expected of them, and what
elements are needed to create the Starbucks Experience for customers.
Communicating Coffee
By communicating coffee knowledge and answering questions, partners are able to educate and
sell coffee to customers, increasing customers’ loyalty to Starbucks Coffee Company. In
Communicating Coffee, Partners gain a basic understanding of how and where coffee is grown
and processed, and what makes Starbucks coffee unique. They will also learn how to taste,
identify, describe and compare coffees.
Service at Starbucks
Service at Starbucks introduces partners to the steps of the Service Model (connect, discover,
respond). Participants learn how to create enthusiastically satisfied customers and to how create
the Third Place experience for our customers. Partners learn that Starbucks customers are
treated like invited guests. Partners should strive to make every customer interaction a pleasant
and fulfilling experience.
Art of Espresso
This program teaches participants how to prepare all espresso beverages at the espresso bar to
Starbucks Coffee Company's quality standards. Partners also understand the service
expectations, operational responsibilities, and selling skills required to help ensure product quality
and customer satisfaction. Partners learn the bar skills necessary to complete their Espresso Bar
Certification.

Barista Training Program In-Store Modules

First Impressions
In this welcoming meeting, the store manager introduces the new partner to Starbucks culture
and values. This is an opportunity for the store manager to welcome the new partner, set
expectations, and share their enthusiasm for working at a Starbucks store. The store manager
reviews dress code, new hire paperwork, job description, and other important information. This is
the first step in a new barista’s learning journey.
Cleaning the Café
Providing customers with an inviting environment is essential in creating the Third Place.
Creating a clean and fully stocked store provides a service experience that is positive and
comfortable for customers. This module introduces partners to the standards to keep the café,
restroom, and condiment bar clean and stocked.
Brewed Coffee and Tea
Throughout the day, partners are responsible for brewing Starbucks coffee and tea according to
the operational guidelines described in the Coffee and Tea Resource Manual. Partners learn
how to prepare and serve brewed coffee, hot tea, and iced tea to Starbucks Coffee Company's
quality standards, while providing exceptional customer service.
Beverage Communication
Once a customer orders a beverage, Beverage Communication begins. Beverage calling and
beverage identification are two skills used in Beverage Communication. This module focuses on
the skills and steps required to make sure that the customer receives the correct beverage as
efficiently as possible. Partners learn the steps for marking cups and calling beverages to
Starbucks standards.

POS Register
Partners learn the fundamentals for conducting accurate transactions at the POS register while
providing excellent service to our customers using the Connect, Discover, Respond model. The
purpose of this module is to make sure partners understand the store policies associated with the
POS register and what is expected in terms of service delivery.

Blended Beverages
Blended Beverages, the category name for coffee, cream, and tea based blended beverages, are
delicious, refreshing, and extremely popular with customers. In this module, the partner learns to
prepare ingredients and prepare and serve blended beverages and other cold beverages, while
providing exceptional customer service.

Food Handling
Food Handling introduces partners to Starbucks food safety and sanitation guidelines. Partners
learn what Starbucks food assortment is available, food merchandising, dayparts and how to
describe food products to customers. This module also reviews: Performance expectations
related to the expeditor position and active sampling standards.

Retail Whole Bean Coffee and Home Brewing Equipment

Understanding that the Starbucks Experience can be recreated at home by following the four
fundamentals for brewing delicious coffee, partners can knowledgeably answer customer
questions and make good recommendations. In this module, partners learn to stamp, scoop,
weigh, grind, bag and fold coffee beans. Also, partners learn about Starbucks home brewing
equipment including espresso machines, coffee brewers, Coffee Presses, and grinders
(assortment may vary by market).

Equipment Maintenance
Key elements of providing the Starbucks Experience to customers include: Properly maintained
and calibrated equipment and well maintained facilities. Performing preventative maintenance
also prevents unnecessary costs associated with equipment breakdowns and helps to make sure
that coffee quality is maintained. In this module, partners learn how to maintain equipment to
Starbucks standards and understand their role in supporting Starbucks cleanliness standards.

Increasing Sales
Selling at Starbucks combines Service Steps with product knowledge. In this module, partners
learn what products are offered at the store, how product is merchandised, and how to describe
products to customers. Partners also learn about marketing promotions and how these
promotions impact store sales.
Coffee Master
The Coffee Master Program is designed to help partners learn about coffee. All partners begin as
Coffee Explorers on their way to becoming Coffee Masters. Partners learn what is expected of
them as a Coffee Explorer, how the Coffee Passport is used, and what a coffee career path might
look like.

Customer Care
By providing customer care, partners create long term, “regular” customers. This makes the job
more enjoyable and helps to build the business. In this module, partners learn their role in
“creating enthusiastically satisfied customers”. Partners learn how The Green Apron Book and
Conversations & Connections benefit the partner, customer and business. Partners also learn
how Starbucks measures service.

Barista Certification
This two hour module is the last step of the Barista Training Program. This time is used for
partners to apply their new skills to prepare beverages, correctly call beverages and mark cups,
describe coffees, operate the POS, use the duty roster, and provide excellent service to
customers. Barista Certification is a fun and inspirational way for partners to demonstrate what
they learned to their store manager.

Barista Training Materials

Barista Learning Journey Guide
This guide, or workbook, helps partners understand what is expected of them. It also guides
partners through their training plan. The Learning Journey Guide includes in-store learning
activities and performance measures for the partner and manager to review and complete.

Coffee Passport
This important coffee resource is distributed to partners in the Communicating Coffee class. All
retail partners are expected to complete the Coffee Passport within the 90 days of hire. It is
designed to be used throughout the partner’s career with Starbucks Coffee Company. The
passport encourages partners to taste each Starbucks coffee and create a personal description of
both the taste and experience. The Coffee Passport provides partners with fundamental
information regarding coffee, how it is processed, and where coffee is grown. Completing the
Coffee Passport is the first activity many partners engage in as Coffee Explorers, and is an
important step in becoming a Coffee Master.
Green Apron Book
The Green Apron Book, given to partners during First Impressions, is a tool to help understand
the importance of service at Starbucks. The words and pictures in The Green Apron Book are
how partners and customers describe the Starbucks Experience. It simply and clearly expresses
what is important and how to deliver a great experience. The Green Apron Book explains the five
behaviors most important to our partners and customers, it creates a language around how
Starbucks expects partners to deliver the Starbucks Experience and develop enthusiastically
satisfied customers.

Customer Care Foundational Training Module

This module should be used in conjunction with the Barista Learning Journey Guide.

Barista Training Plan

This chart should be posted in the store’s backroom to visibly track a new barista’s training
progress. The partner and manager sign-off on completed modules. When completed, this
document should be kept in the partner’s file.

Facilitator and Classroom Materials

 First Impressions Coach’s Guide, Barista Training Program
 Creating the Starbucks Experience Facilitator Guide
 Communicating Coffee Facilitator Guide
 Service at Starbucks Facilitator Guide
 Art of Espresso Facilitator Guide
 Beverage Dice Instructions – Instructions explain how to make Drink Calling Dice (large-
size dice for partners to practice drink calling used in the Beverage Communication
module)
 Classroom Activity Handouts (see facilitator guides)
 Videos (please see Video Order Form (Piranha Productions) on GBS for ordering
instructions)
Starbucks Experience Video
Communicating Coffee Video
Simply Service Video
Art of Espresso Video
 Classroom Evaluation Form
 Barista Training Program Certificate
 Barista Training Program on Screen Text
 Barista Training Program Video Scripts
 Barista Tab Titles and Order Placement