Coffee Shop Employee Handbook Tips
Every coffee shop owner wants a coffee shop that runs smoothly. But a smooth-running retail coffee operation depends on your management ability. One of the critical attributes of good management is your ability to communicate well with each employee. One of those ways is through an employee handbook. An employee handbook is a vital resource that articulates your policies, processes, and other general information about your coffee business. In addition, it helps your employees understand the expectations you hold for them and your coffee business in general. Your employee manual isn't simply a list of rules to follow but rather a tool that empowers your baristas to work their best to achieve the mission and vision of your coffee shop. Additionally, your employee handbook will serve to help you avoid legal liability or action that could lead to legal jeopardy. It's often recommended that each employee's handbook be agreed upon and signed during the hiring process. Reviewing your handbook with your employee and getting their signature at the end ensures that they understand the job requirements and expectations. Employee handbooks should be developed and tailored to your specific needs. We hope our discussion today helps you build your coffee shop employee handbook. Recommended reading: How to Start a Coffee Shop Successfully.
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(What's Inside?)
Your Coffee Shop Employee Handbook Contents Your coffee shop employee handbook is a mini-bible of information that your employees need to know and understand to do their jobs effectively and efficiently. Give yourself the appropriate time and thoughtfulness to build your coffee shop employee handbook. Your investment in time will be rewarding and will boost your managerial efforts.
At the beginning of your employee handbook, you might want to outline your coffee shop's mission and values. Your baristas are essentially the ambassadors of your coffee shop. So, your employees must be constantly reminded that they work to deliver a superior experience of brewing specialty coffee to their customers.
Within your employee handbook, you will want to provide general information to each employee or barista that may contain the following:
You will want to list the job requirements you need your baristas or employees to do. If you have several specific jobs, such as a barista, baker, or chef, you want to list their functions and general responsibilities.
It's common for many small businesses to provide new employees with a probationary period. Some refer to this period as a “grace period.” This time allows you to assess whether or not they will make a good fit for your company. You may want to indicate a specific time frame for this probationary period. For example, three or six months is often used in different industries. Additionally, you may indicate any additional benefits the employee receives after completing their probationary period in writing. This may include an hourly wage increase, medical benefits, or time off work. You may also indicate that they will receive a formal review that details the time frame their grace period ends.
Annual reviews are an essential tool to help you gauge where your employees are. You may want to discuss when an employee will receive annual reviews and what strengths they have shown. You may also detail ways they can improve the following year – as well as their ambition to grow and learn. If you intend to offer raises or other benefits, perks, etc., after a positive annual review, you may indicate it here.
In your employee handbook, you want to indicate a salary or wage schedule. Additionally, you may write down the anticipated monthly pay periods. For example, you may indicate that you will pay your employees in a particular manner every other Friday. Specifically, you may detail that every first and second Friday of every month, they can expect their paycheck through direct deposit or another payment method.
Be clear on your coffee shop employee schedule. The more predictable your schedule is, the better you are at late arrivals, missed days, or other miscommunication. Therefore, you will want to include your hours of operation and when a particular shift starts. For example, if your coffee shop opens at 7 a.m., you may indicate that your opening barista begins at 6 am. Expressly state the procedures that each employee needs to do when they are ill or have an emergency. For example, if you have an opening, middle, and closing shift, your employee handbook should indicate each of these. You might also want to mention that time off requests have to be submitted in advance – for example, at least 30 days prior.
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Gratuity As you know, many baristas receive cash and credit card-based tips. You will want to state how you plan on dispersing gratuity tips. Explain whether tips will be given at the end of the day, split with other baristas and bar staff – and how and when you will pay them. For example, you may decide to count the cash tips and disperse them at the end of the day.
You may indicate your specifics for a dress code. This may include anything from wearing a uniform, specific colors or types of clothing. In addition, indicate the appropriate name tags, shoes, or other attire, such as aprons, hats, or hairnets, during food prep or cooking. You may also detail your basic hygiene and makeup policy. For example, you may indicate whether only natural makeup would be appropriate. Additionally, indicate your policy on the use of cologne or perfumes.
You may have a training program covering different business elements that each employee may have to go through. Additionally, you may decide to do these trainings in-house with an experienced barista or coffee educator. You may also utilize the help of an online barista training program.
Equipment Maintenance Training your employees to care for and adequately maintain all of your equipment from your espresso machine, coffee grinders, blenders, and toasters – will be necessary. Training will include how to clean and sanitize equipment, utensils, and workstations. This may also cover the process of fixing minor problems with your expensive equipment or who to call when such issues arise.
Training will include how your coffee shop dials in your espresso beverages. It covers everything from grinding and tamping coffee to extracting the perfect espresso shot.
Barista training will discuss the fundamentals of building the drinks you serve. Drink building will also include the process of steaming milk and latte art. Additionally, if applicable, you may want to focus on your manual brew methods.
It will be helpful to outline all your drink recipes in the Employee handbook. The ingredients and directions to brew your coffee will help maintain the uniformity of all coffee and other drinks that your coffee shop offers. Support your new employees by giving them a readily available list of all coffee recipes in one place. You might also mention the list of your baked goods and other treats you offer at your coffee shop. If you prepare food at your café, include detailed food preparation recipes.
Working and managing inventory may be crucial to your employee's duties. Therefore, your training should include the process of getting inventory (i.e., shopping, ordering online) and receiving inventory, as well as the method for communicating what and when inventory needs to be replenished. For more information, consider reading How to Choose a Coffee Roaster.
Barista training is key to your success. Each shift will have its own set of responsibilities and functions. You will want to ensure that your baristas or employees are appropriately trained by an experienced barista, staff member, or yourself.
Your employees will also need to be trained on navigating and using your coffee shop POS system. Some coffee shop POS systems are more elaborate than others. Your employees have to know how to utilize the essential functions of a POS system, like entering inventory, using specific discounts, and clocking in and out.
Conflict may arise from time to time between employees, customers, or management. You want to address the appropriate steps to handle any dispute. You will also want to note what is not appropriate behavior for work explicitly. The handbook will explicitly point out functions like who to call in case of an emergency, such as you (the owner), the manager, or the police.
It's best to be transparent with employees about the discipline policy for your coffee shop. Additionally, you want your employees to understand what happens when someone complains about an employee. Also, you will want to outline the procedures or steps that need to be taken when a customer becomes aggressive (notify a manager or police.) Recommended reading: How to Hire the Best Baristas
You may want to institute special training on appropriately and professionally engaging with customers. For example, you may indicate a proper greeting, the process of upselling, or push special items for sale.
You may offer free drinks through loyalty cards, discounts, or specials. You will want to train employees on when it's appropriate to grant complimentary beverages. Additionally, you want to be clear on how many drinks or free drinks employees can have while at work.
There may be a need for customers to return items – perishable and non-perishable items. Your employee handbook should detail the procedure as well as how to make a record of the return.
Your employee handbook is an often-overlooked tool that can help deliver clear expectations to each employee. As your business grows, expect your policies to change. Therefore, your employee handbook will need to be periodically updated. Making it a readily available resource will help hold your baristas – and yourself – accountable for the success of your coffee shop. Are You Ready To Get Started?
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