1
Café server
Version 1 April 2009
Overview of expectations
Expectations of you include
§ Working with confidence, competence and speed, without sacrificing attention to detail
§ Good communication with customers – eye contact, conversational and friendly
§ Initiative in cleaning
§ Proactive in following duties in these sheets
§ Punctual in starting and finishing
§ Developed skill level in preparation of food and drinks
§ A good general attitude – positive, cooperative, helpful, friendly
§ Able to follow instructions given to you
§ Sense of responsibility – seeing what needs to be done and doing it without being told
§ Neat, clean and appropriate clothing
Service standard
Customers waiting
If the ordering line-up is theckening – organise with your team members!
Pressure – take orders
If more than 3 person waiting for café serving, one person takes orders, barista goes for it.
If there is a 3rd staff member they fill food orders, dishie does drinks/clears tables.
Engage those waiting
If there is a customer waiting while you are serving someone, don’t just focus on your task (with the idea ‘I will get to you’) – look up at them acknowledge them, and let them know you will be with them soon.
Takeaways
Takeaways get done first, as people sitting expect a little wait, and take-outs want it now.
Designate a barista for the shift
Or decide to share 50/50.
Barista can organise the team – especially if its busy as in Sunday/Public holiday.
Prioritise
There are three main serving duties
1. Barista & coffee
2. Gelati service (dishie)
3. food & other drinks for tables
Communicate with each other!!
Throw away the docket when complete.
Call for extra help
Use your team efficiently.
If there are other staff in the café who are available to help you but are performing other duties (such as cooking or making gelato), hit the ding bell twice to indicate you need help.
NB
When it is really busy and there is a 10 minute wait for coffee, tell customers that this is so. Most people wont mind this – they just want to know they will be served.
Daily Protocol
Cleaning overview
A clean shop is a beautiful, engaging and welcoming space…think about what its like when you walk into a grubby fly-filled shop. So…..
Cleaning tables
As soon as customers leave a table it MUST BE CLEARED IMMEDIATELY, and wiped with paper and spray. All servery staff are responsible for keeping an eye on this.
There are 3 levels of general cleaning, which everyone is responsible for
- Cleaning as you go. This involves keeping the areas you use clean – wiping counters, tables.
- Noticing what is happening in the larger picture. So during the day, or in the afternoon if areas of the floor are getting dirty, then mop it ! - [let others on your shift know if applicable, and put out the cleaning sign – sits between Miss Pea computer and phone/counter]
- In the corner cleaning. A great deal of muck accumulates in corners, behind plates, under counters and at the back of counters. A quick cleaning-as-you-go wipe does not address this. There is usually too much accumulating in the corners, and this requires action on the part of ALL staff. No one else is going to do it… so do your fair share, and ask others to as well.
Your duties
Gelato display
Clean it frequently – especially front and inside silver roller screen – have a good look yourself and notice the spilled bits. Windex glass with paper, anytime and regularly. A shiny clean display is beautiful!
Bookshelves
10am quiet time
Remove previous day’s newspapers and put in red compost bin.
Weekly newspapers get held over until replacement ones come. Includes Herald (eg Travel, Spectrum, Good Weekend etc), Echo, Koori Mail.
Like magazines together – New Scientist, Fashion Magazines, spiritual/yoga/vegan, kids paper refreshed, pencils sharpened, texta’s lidded or throw if used up.
Toys tidied and placed in lower boxes; kids books together.
Servery displays
10am quiet time
Clean glass fronted cabinets with window cleaner and white kitchen paper.
OBSERVE-observe-observe…! ALL of our food displays. When you see ANYTHING looking food messy & smeary or spilled - clean it up so customers find it CLEAN and thus APPEALING..!
Especially salad area, it often looks messy, slovenly, with spilled salad! Look at it from the customers point of view.
POS screen
Wipe when appropriate.
Cold drinks fridge
Stocking
Keep an eye on the stock levels in the fridge. If stock in the corridor is running low, add it to the ordering database.
THIS MUST BE DONE EVERY DAY
Cleaning
Clean glass doors.
Clean floor of fridge.
Notice if grill below needs a wipe- & do so..
Water dispenser
Cleaning
Wipe down the whole dispenser including the drainage catchment tray- gets slimey & gross…euww..
Replace
Keep an eye on the water level in the bottle, and replace when empty.
Fill the empty bottle - you can place it on kitchen sink bench – far left, or handwashing sink, and keep an eye on it.
Customer tables
Ongoing
Tables must be cleared as soon as customers leave (and you are available to get out to it – or tell the dishie), and wiped down with spray disinfectant/ white paper to DRY – [chemicals hanging on rail behind gelati dislay]. THIS IS HIGH PRIORITY – HIGHER THAN DOING DISHES OR OTHER BACKGROUND ACTIVITIES.
At the same time, clean the chair pads & frame of all ice cream spills/splash and food muck.
Please remember the front most counter & high stools too..
Juicer & drinks bar fridge (black)
Juicer ingredients
Fruit and veges are cut up and put in the plastic containers which are stored in the fridge.
They need to be regularly topped up.
Note the size of the juicer hole – things do not need to be chopped up small (eg carrots), just small enough to get through the hole.
CHECK FOR FRESHNESS. Especially things like watermelon can go off. Watermelon and pineapple can go in freezer as they still juice.
Ginger is in the small container.
Mint goes in a glass of water to prolong shelf life.
Mango puree goes in the freezer compartment.
Don’t foret lemon.
All veges can be found in the kitchen silver fridge. Learn from kitchen staff where things are so you know.
Yoghurt
Do not leave spoons in the yoghurt container…it turns the yoghurt faster.
They sit in the rinse bucket. Change the water regularly.
Milkshake area
This gets grubby quickly. Ensure you keep wiping it down.
Ensure you clean the milkshake jug as soon as possible after using.
Replace the tea towel the jugs sit on if its dirty.
Condiments and utensil end table
Daily
Ensure all relevant bottles are filled, or take to kitchen staff.
Clean out trays & the table itself.
Ensure grinders are filled & presentable.
Salt & peppercorns under servery counter, near T2 stock box
Salad servery
Daily
Important!
Ensure it is kept clean, spilled salad is wiped up EVERY TIME..! Spilled salad is not a good look.
Ensure that dressing bottles are filled. Often the vinegar in dressings runs out before the oil. If you notice this, refill to a proper balance. [vinegar on kitchen shelf near exit door].
Ensure all dressing bottles are filled, clean and labelled. For filling, take to kitchen staff. Generally the vinegar goes down faster than oil, so you can end up with a dressing that is 90% oil. Take action before this point. Get assistance from kitchen staff.
Rear of all displays
2pm quiet time
Wipe clean with surface spray/
Rear tea servery counter & shelf below
Remove all items and wipe clean with cleaning spray. Note this must be done thoroughly, including at the back of the counter, and the splashback.
Daily
Gelato cones
Cones are replenished to the PINK box under counter. Then to storage glasses on the counter for daily usage.
§ Single: No 5
§ Double: No 4
§ ALL kept on shelf above kitchen doorway
Take away containers
These are kept in the kitchen/upstairs. Keep yourself informed as to their whereabouts, and the stock level.
Ensure they are stocked up
§ Coffee – 3 sizes, plus lids
§ T/A Trays
§ Milkshakes
§ Salad – regular, large & gourmet
§ Gelati paddles
§ Clear cups and lids
§ Gelato cups regular/large
§ Cakes - smallest
§ Straws (kitchen high shelf, above doorway)
Under coffee machine counter
Ongoing
If any of the serving items have been splashed by coffee, must be washed again.
Coffee tends to spash down the side where the pipes run down. Coffee powder also tends to coat the area. This must be monitored and cleaned.
Soymilk
Under the juicer – replenish servery and note if running low.
POS & counter top
Ongoing
Regularly wipe area, as this is high use.
The cash register needs cleaning once a day.
Business and loyalty cards need to be topped up and accessible
Stock ordering
Before you leave each shift, check if there are items for the Stock Management database.
If something is running low or running out
… it is essential that you note this on the stock ordering file on the computer.
Please don’t wait until we completely run out.
YOU ARE RESPONSIBLE FOR MONITORING SUPPLIES, AND NOTING WHEN THINGS ARE RUNNING OUT. YOU MUST PUT THIS IN THE STOCK MANAGEMENT DATABASE IMMEDIATELY. IF YOU ARE SUPER BUSY, ENSURE THAT YOU DO IT BEFORE THE END OF YOUR SHIFT. IT IS NOT ACCEPTABLE TO RUN OUT OF BASIC SUPPLIES SUCH AS NAPKINS, YOGHURT, OR TEAS. You will be able to see from the list whether these items have recently been ordered.
Dishes
Finishing time
It is a rule that before finishing your shift you need to ensure that the dishes are done. This may mean NOTICING & starting up to an hour before you leave. We expect that you share the load with team members. It is unfair to leave it for the next person or cleaner.
Ongoing
Dishes are very much a part of the job. They are however 2nd priority: customers, and the cleanliness of the serving area and customer tables come 1st.
We recycle as much as possible, so when you scrape dishes, put all recycleables (glass, plastic) in the bin outside. But they need to be rinsed – especially milk and cream bottles.
Anything compostable – paper etc, goes in the scraps bucket in the kitchen.
When you bring dishes out to the kitchen you must scrape and stack them if you are not immediately washing up.
Messages
If no manager is present, you are expected to answer the phone if at all possible.
Any messages you take MUST be handed on to the relevant person in authority. The message much have the date, your name, the time, who from, purpose, and a contact number. It should be written in the diary. If it needs to be attended to in the short term, then give Su-Lee or Vinay a call.
If someone calls wanting to talk directly to Su-Lee or Vinay, do not give out their mobile numbers. Instead, call yourself, and leave a message if necessary.
Kitchen
So check to see if sinktop detergent bottle has detergent. If not, fill from the large bottle under the sink. 1/3 detergent, 2/3 water
Labelling
This is very important, as we want to cater to a range of restricted diets.
For every dish that is produced there must be a note on the glass which says:
1. name of the dish
2. type of diet:
S = Sentient (no onions, garlic, mushrooms, eggs
V = Vegan – no dairy
GF = Gluten Free
Jobs of least importance
Roll cutlery as necessary
Fold napkins
Printing
Documents that you might need to print up such as Sheets for Savoury or Sweet production, or Staff Food Record are in in a folder on the Desktop of Miss Pea called: Commonly Printed Documents
**Make sure all buckets for rinsing & cleaning are in place, & these are REFRESHED thru-out the day when necessary, ie when looking scungy..!! [ie; under servery sink, under coffee machine, the salad servers-s.s.jug, & these have a tiny sprinkle of sanitiser wafted into them.
**QUAD-RUPLE your efforts for the lovely gelato bucket….
[Keeping in mind that NO SOLIDS go down that expensive servery sink…]
*Ice topped up in its bucket for the nexy busy person. Dump the lumps..
[Whole bags in the GELATO freezer&/or put it on the S.MDB.]
$$$$$$
You may have noticed but there has been a price rise on selected items [in the bid to not only cover costs but actually make some $$!!!]
[Let me know if any of you think there are other items we could raise the price slightly on].
The salads are particularly gourmet these days, so tell the customer that too!!
& the quiche excellent & always so fresh, like ‘baked fresh just now, or this morning’..
I’d like to see those not already promoting our ‘everything is baked on the premises’ angle to do so, & esp if they baulk at the price..!!