MORE CUPS,

MORE OFTEN
 MORE CUPS, MORE OFTEN PEAK PREPARATION
IMPROVING THE CUSTOMER EXPERIENCE AND WAYS OF WORKING PLANNING MAKES PERFECT - PLAN AHEAD TO STAY AHEAD
The more we do outside of peak, the easier it will be
during peak – Working smarter, not harder!
At peak times, on average every 10 minutes,
two customers leave the queue, with others also KEY STANDARD
choosing not to join. If we can make more great cups
30mins before your peak hours start, complete the
of coffee more often (to brand standard of course),
following actions:
we can capture all sales opportunities and encourage
customers to return again. More Cups, More Often
COFFEE STATION SET UP
Don’t forget – the more sales you take,
Visual Shift Leadership • Set up for one direction work-flow, finishing drinks in front of
the more labour you have for team hours!
the customer for the ultimate Ta-Dah! moment
• All tools are to hand - scissors, cloths, timer, coffee beans etc.
Working together • All coffee machines are set up ready for use
• Consider the placement of products, e.g. Move teas to till point,
Multi-production drinks and place teabag in the teapot while making the tray up. Therefore
removing a task for the Team Member at the Coffee role
• The back bar is fully stocked, ready for use
Preparation • Cream is made up in canisters, stored in the nearest fridge
to the coffee machine
• Check Grind and Dose. If there is limited time, complete
a visual check. Don’t ever serve coffee that you know isn’t
to standard
PEAK HOURS • Check stock levels are sufficient for the next 3 hours, and only
Peak times vary in every store and throughout the year – it is the period when the store is at its busiest, often what is required for the day
recognised when the queue is consistently at over 4 customers.
Dayforce displays a Shape Of Day based on your last 8 weeks’ sales patterns so you can plan shifts accordingly to
achieve a 75% Shift Efficiency.

STORE MANAGER ACTION - IDENTIFYING YOUR PEAK TIMES DRIVE THRU STORES
Review your Dayforce Shape Of Day and complete the following table, to share with your store team
at your Christmas meeting.

PEAK TIMES IN OUR STORES

MONDAY TUESDAY WEDNESDAY THURSDAY FRIDAY SATURDAY SUNDAY
DRIVE THRU

SUPPORTING TOOLS
• Operational Excellence Guide • SOPs
• Core Service activation pack • Drive Thru Standards & Deployment Guides
The above images are for illustrative purposes,
remember to always store your milk in the fridge.
2 3
 MULTI-PRODUCTION OF DRINKS WORKING TOGETHER
HOW TO MAKE MORE CUPS, MORE OFTEN ON THE TILL 2 PEOPLE ON A COFFEE MACHINE

• Steaming milk for Lattes or frothing Hot Chocolate milk • Don’t just use the same jugs throughout - flex this according Follow the steps below for the most efficient way of It can be tough making drinks quickly at times like
can be completed using larger jugs, without compromising to the drink sizes ordered - it takes less time to heat a small processing a customers order. Remember to Make it Christmas and you may need some help. This could mean
quality. This means customers can be served quicker and jug and you have less wastage and improved quality Personal by always recommending a relevant campaign 2 team members together, or the Shift Leader sliding to
avoids them queuing around the coffee machine item and a Coffee Club card. support for short periods of time.
• There is no need to use 3 x 1.5litre, 1litre, 600ml jug
• Use spare shots for any single shot drinks (providing it is for each of the Dairy milks - just ensure any jugs shared 1. Hot Food: This takes the longest and should be put on as soon The 2nd person should start preparing orders by: lining
used within 20 seconds) between the cow’s milk types have multiple cable ties as possible so it is ready when the customers drink is. We do up cups, adding syrups and pulling shots. This allows the
• Lining up your cups to serve the drinks, helps you and follow the milk measurements to reduce waste not need to use table numbers – serving food to tables is not primary Coffee role to engage with the customers and
remember your order productive use of our time! concentrate on delivering the drinks to standard, at speed.
2. Coffee: Take the coffee order and confirm this with the
Coffee role so they can start the drinks
3. Sweet food: Grab this last as it’s the quickest to get together
The below table provides guidance on the accurate measurements to control 4. At this point in the customer journey, process the
transaction on the till
waste when heating milk for multiple drinks, using the etched milk jugs.
By processing transactions in this order it will minimize the
customer’s wait time after payment is taken.
LATTE HOT CHOC

1 X PRIMO 225mls 300mls (2 Scoops)

2 X PRIMO 450mls 600ml (4 Scoops)

1 X MEDIO 300mls 350ml (3 Scoops)

2 X MEDIO 600mls 700ml (6 Scoops)

3 X PRIMO 675mls 900ml (6 Scoops)

3 X MEDIO 900mls 1050mls (9 Scoops)

2 X PRIMO + 1 MEDIO 750mls 950mls (7 scoops)

1 X PRIMO + 2 MEDIO 825mls 1000mls (8 scoops)

2 PRIMO + 2 MEDIO 1150mls

THE ART OF COMMUNICATION

• Listening out for several orders allows you to decide which type • If the coffee machine is waiting on orders, you can ask queuing RESPONSIBLE FOR: RESPONSIBLE FOR:
of jugs to use to make multiple drinks customers what they would like and get their drinks ready, before • Listening to orders from the till,
• Engaging with the customer
• The best way to communicate orders to the Barista on the calling it to the Till so they can process appropriately communicating the order to station partner
• Milk preparation
coffee machine is to verbally pass them on as the customer • When you are in the primary Coffee role, communicate • Coffee shots
orders, rather than waiting until the whole transaction is effectively with a support role to request any items required – • Finishing drink with all modifiers
• Ta-dah moment! • Preparing cups and syrup modifiers
processed. This way, the Coffee role can plan ahead and group do not leave your station at peak!
drinks together • Hot chocolate powder
• In Drive Thru stores, the Shift Leader must always wear a headset
so they can listen to orders coming in, communicate with the • Preparing milk if directed by
team and identify potential delays to service and support station partner

Providing there are 4 people on shift, as soon as 4+ customers are queuing, a 2nd
person should help the main Coffee role on the main coffee machine.
4 5
 WORKING TOGETHER VISIBLE SHIFT LEADERSHIP
MULTIPLE COFFEE MACHINE STORES PLANNING AND PREPARATION ARE KEY TO DELIVERING A WELL RUN
AND ORGANISED SHIFT THAT REDUCES STRESS FOR TEAMS AND GIVES
PROVIDING THERE ARE 4 PEOPLE ON SHIFT, AS SOON AS 4+ CUSTOMERS ARE CUSTOMERS A GREAT EXPERIENCE
QUEUING, A 2ND PERSON SHOULD HELP THE MAIN COFFEE ROLE ON THE MAIN
COFFEE MACHINE KEY STANDARD
Complete the Shift Planner to define team roles and responsibilities for the shift – brief them on
As soon as 6+ customers are queueing, the 2nd till and machine should be open. If there are no more
this at your huddles.
than 4 people on shift, these stations should be managed by one person, with the shift leader in a flexible
position supporting the team.
• Complete your huddle at your allocated times
• All team members are clear on their roles and responsibilities
• Those on the primary till and coffee machines know they are in a planted position and their areas are set up for their shift
• Team know their targets for the day
• Drive Thru stores have identified their longest service times and have a plan to improve this

THE SHIFT LEADER’S ROLE IS TO DIRECT & SUPPORT THE TEAM ON SHIFT,
USING THE SUPPORT CYCLE
• The shift leader should be easily identifiable, supporting Baristas to stay planted, flexing their support
depending on the amount of customers in the queue
• When 2 are on shift, the Shift Leader should be on the Till
• With 3+, the Shift Leader should move to the most flexible role (for example, Float or Floor)

1. SLIDE AND SUPPORT 2. LOOK AFTER CUSTOMERS AT TABLES

Slide & support Baristas in planted positions to Clear tables before customers leave and check
maintain service speed and avoid delays they are happy, offering Collect as an option to
to service. re-order at their table and jump the queue. Check
1 empty tables are clean, checking toilets.
Keep looking up to greet customers within 5 seconds
1+1 STORES MULTIPLE COFFEE MACHINE STORES with a Big Smile and eye contact, as they join the Greet customers within 5 seconds with a Big
queue or approach the counter. Smile and eye contact, as they join the queue
or approach the counter.
At least – Wish any departing customers a Fond Farewell.
Wish any departing customers a Fond Farewell.
LESS THAN 4 Coffee
Till NOW IS THE MOMENT TO

Providing there are 4 people on shift, there should be a 2nd person on the main coffee machine -
4
Make it Special 2
4.RESTOCK AND TIDY BEHIND 3. KEEP DISPLAYS LOOKING GREAT
Coffee THE COUNTER Ensure display fridges are fully stocked and items
4-5 Till are front facing, aligned with planograms.
Support team members by checking they have all they
Float/ Floor (Shift Leader) need (check bins, restock and tidy work stations).
Greet customers within 5 seconds with a Big
Coffee 2 on same machine Smile and eye contact, as they join the queue or
Keep looking up to greet customers within 5
seconds with a Big Smile and eye contact, as they approach the counter.
Providing there are 4 people on shift, the 2nd till and coffee machine
Providing there are 4 people on shift, there should be a 2nd person should be open – join the queue or approach the counter. 3
on the main coffee machine – Wish any departing customers a Fond Farewell.
6 QUEUING Wish any departing customers a Fond Farewell.
Coffee
CUSTOMERS 2 on the Coffee Machine
Till
Till
Float/ Floor (Shift Leader)
Float/ Floor (Shift Leader)
2nd Till/ 2nd Coffee machine (one person managing both if only 4 on shift)

You already know when your peak hours are and therefore you should have enough Keep looking up to greet customers within 5 seconds with a Big Smile and eye
people on shift and the 2nd machine is set up ready. contact, as they join the queue or approach the counter.
Wish any departing customers a Fond Farewell.
6 7
OPERATIONAL EXCELLENCE
VISUAL CUES
THE VISUAL CUES BELOW ARE KEY INDICATORS OF
AN OPERATIONALLY EXCELLENT SHIFT AT PEAK -

Customers are
acknowledged within 5
seconds of joining the
queue/ counter / Drive
Thru order post
At the till, production of
food and drink is started
before payment
is taken

If 4+ customers are queueing with

4 team members on duty,
a 2nd person should be on the coffee
machine. Where a 2nd coffee machine
is present, it should be manned when Hot food is served with the
there are 6+ customers in the queue drinks at the coffee machine
(table numbers are never to
be seen)

The Shift Leader is in

a flexible position,
directing and supporting
the team