Brand Excellence Manual 2016
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BRAND Excellence
MANUAL
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INTRODUCTION Welcome to the Brand Excellence Manual, our primary Global operations reference guide and your essential Costa support to building and maintaining the Home of irresistible Coffee. Costa is the World’s second largest coffee chain serving customers in over 3,000 stores in over 30 countries across the World and our goals remain the same in each and every store: • We want to bring irresistible coffee to our customers wherever they are • We want our stores to be warm and welcoming places to visit • We want to provide our customers with service that leaves them smiling so that they come back time and time again. Following our Costa Brand standards as outlined in the Brand Excellence Manual ensures our teams and partners can deliver these goals by providing a clear understanding of what is expected and how to deliver it consistently every time, everywhere to ensure our Customers receive the same great Costa experience wherever they chose to visit us, from Birmingham to Beijing. It also helps our teams & partners successfully deliver against our purpose:
TO SERVE IRRESISTIBLE COFFEE
AT SPEED
THAT LEAVES YOU SMILING
To help you better navigate through the Brand Excellence manual, it has been separated into four distinct colour coded chapters. Each chapter is then divided into clear sections comprising of the relevant Standard Operating Procedures (SOPs) which detail our Costa Brand standards and how to achieve them. At the bottom of each SOP is the month and year of issue to ensure we maintain ongoing version control as we continue to innovate & improve our Brand proposition. As always, while we have standard recipes and locally approved market variations for all our drinks, sometimes our Customers want to enjoy & customise their coffee in a slightly different way. This Brand Excellence Manual will help guide you to achieve an unbeatable Costa experience every time and build the Home of irresistible Coffee.
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STANDARD OPERATING PROCEDURE (SOP) Introduction Golden Rules
DATE March 2015 June 2016
Safety Excellence 1) Health & Safety 1. Pest control
June 2016
2. Pest control – rats & mice
June 2016
3. Pest control – cockroaches
June 2016
4. Pest control – fruit flies
June 2016
5. Slips, Trips and Falls
June 2016
6. Food & Drink Allergies
June 2016
7. Accidents
December 2015
9. First Aid
June 2016
10. Bio Hazard
June 2016
12. Fire safety
December 2015
13. Manual handling – lifting
March 2015
14. Manual handling – carrying
March 2015
15. Enforcement officer visits
June 2016
16. Store security
June 2016
17. Security incidents
June 2016
18. Crisis and Incident management
June 2016
Store Excellence 1) Cleanliness 1. Chemicals
June 2016
2. Store cleaning
June 2016
3. Floors
June 2016
4. Toilets
June 2016
5. Merrychef oven – cooling
June 2016
6. Merrychef oven – cleaning
June 2016
7. Store cleaning – table 1
June 2016
8. Store cleaning – table 2
June 2016
9. Store cleaning – table 3
June 2016
10. Store cleaning – table 4
June 2016
2) Maintenance 1. Store maintenance
June 2016
2. Store maintenance – UK Retail
June 2016
3. Store maintenance – UK Retail
June 2016
4. Store maintenance – Franchise stores
June 2016
5. Store maintenance – table 1
June 2016
6. Store maintenance – table 2
June 2016
7. Store maintenance – table 3
June 2016
8. Store maintenance – table 4
June 2016
9. Store maintenance – table 5
June 2016
10. Store maintenance – table 6
June 2016
11. Store maintenance – table 7
June 2016
12. Store maintenance – table 8
June 2016
13. Store maintenance – table 9
June 2016
13. Product suppliers – table 1
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14. Product suppliers – table 2
December 2015
15. Product suppliers – table 3
December 2015
16. Product suppliers – table 4
December 2015
17. Contact numbers
June 2016
3) Store operations 1. Opening procedures 2. Closing procedures
June 2016 June 2016
3. Kuehne & Nagel orders
December 2015
4. Kuehne & Nagel call centre
December 2015
5. BUNZL
December 2015
6. No smoking policy
December 2015
7. Newspapers
March 2015
8. Tips collection
December 2015
9. Dogs at Costa
June 2016
10. Marketing and customer communication
March 2015
11. Sampling
March 2015
4) Costa Check 1. Costa Check 2. Guide part 1 3. Guide part 2 4. Guide part 3 5. Action Plan
Service Excellence 1) Uniform 1. Uniform 2. Personal presentation 3. Badges 4. Hand washing
June 2016 December 2015 March 2015 June 2016
2) Customer journey 1. 4 A’s
March 2015
2. C ustomer reasons to visit Costa 2 sheets 1. Familiar 2. Speedy & Sociable
March 2015
4. Fundamental service standards
March 2015
3. Counter service – 2 pages, regular and non-regular
March 2015
5. Drive Thru
March 2015
6. Compliments and complaints
December 2015
7. Lost property
March 2015
8. Hearing loop
December 2015
9. Electric bottle warmer
March 2015
3) Food 1. Food displays 2. Storing products 3. Day dots 4. Hot eat sandwiches
March 2015 June 2016 March 2015 June 2016
5. Product nutrition and allergy guide
December 2015
6. 4 Hour Rule
December 2015
7. Food Presentation 1
March 2015
8. Food Presentation 2
March 2015
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Coffee Excellence Introduction
June 2016
1) Core 1. Storage of Coffee Beans
June 2016
2. Grind
March 2015
3. Dose
March 2015
4. Tamp
March 2015
5. Milk
March 2015
6. Storing milk
March 2015
7. Steamed milk
March 2015
8. Froth milk
March 2015
9. Textured milk
March 2015
10. Purging steam arm
March 2015
11. Non-dairy milk
June 2016
12. Decaffeinated coffee
March 2015
13. Espresso
March 2015
14. Americano
March 2015
15. Cappuccino 16. Latte
April 2015 March 2015
2) Core + 1. Costa whipped cream
June 2016
2. Espresso Macchiato
March 2015 v.2
3. Espresso con panna
March 2015 v.2
4. Ristretto
March 2015 v.2
5. Hot Chocolate
March 2015 v.2
6. Hot Chocolate with extras
March 2015
7. Mocha
March 2015
8. Mocha flake
March 2015
9. Mocha Latte
March 2015
10. Cortado
March 2015
11. Flat White
March 2015
12. Mocha Cortado
March 2015
13. Chai Latte
March 2015
14. Babyccino
March 2015
15. Speciality Latte
March 2015
16. Tea
March 2015
17. Coffee cooler
March 2015
18. Mocha coffee cooler
March 2015
19. Caramel Latte cooler
June 2016
20. Belgian Chocolate creamy cooler
March 2015
21. Raspberry & White Chocolate creamy cooler
March 2015
22. Strawberry creamy cooler
March 2015
23. Fruit cooler
March 2015
24. Green Tea Lime & Mint
March 2015
25. Mint Chocolate Chip creamy cooler
April 2016
26. Iced Freshly Squeezed Lemonade
April 2016
27. Iced Freshly Squeezed Peach Lemonade
April 2016
28. Iced Lemon Tea
March 2015
29. Iced Peach Tea
March 2015
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30. Bottled drinks
March 2015
31. Iced Espresso
April 2015
32. Iced Espresso Macchiato
April 2015
33. Iced Ristretto
April 2015
34. Iced Americano
April 2015
35. Iced Cappuccino
April 2015
36. Iced Latte
April 2015
37. Iced Flavoured Latte
April 2015
38. Iced Mocha
April 2015
39. Iced Chocolate
April 2015
40. Iced Chai Latte
April 2015
41. Iced Cortado
April 2015
42. Iced Mocha Cortado
April 2015
43. Recipe Matrix (Mocha Italia)
June 2015
44. Recipe Matrix (Decafinated Pods)
June 2015
3) Seasonal 1. Speciality Cappuccino
June 2016
2. Costa Chocolate Belgian Cream
June 2016
3. Caramel Fudge creamy cooler
April 2016
4. Double Chocolate Cookie Mocha
April 2016
5. Pineapple Coconut Water
April 2016
6. SuperDay Smoothie
April 2016
4) Equipment 1. Mini Mazzer grinder
March 2015
2. Mini Mazzer grinder – dose
March 2015
3. Heartbeat Sheet
March 2015
4. Thermometers 5. Probe 6. Automatic buttons calibration 7. Warmed/clean cups 8. Broken glass 9. Travel mugs
March 2015, v.2 June 2016 March 2015 June 2016 June 2016 March 2015
10. Non-Costa Travel mugs
June 2016
11. Coffee machine – cleaning
June 2016
12. Grinder – cleaning
March 2015
13. Mini Mazzer grinder – cleaning
March 2015
14. Group handles – cleaning
June 2016
15. Costa shaker – cleaning
June 2016
16. Cream canister – cleaning
June 2016
17. Syrups & sauces
June 2016
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GOLDEN RULES OF SAFETY At Costa, we will actively promote safety through good practice and conduct, whilst supporting initiatives aimed at preventing injuries, illness and dangerous occurrences in all of our coffee stores. We recognize that the commitment and actions of individuals are integral to good safety practice and, to that end, we will take all practical steps to ensure that our Company provides the assistance and training necessary for all Team Members to competently fulfill their duties and responsibilities. In return we expect all Team Members to contribute and comply with our safety procedures. They must ensure, so far as reasonably practicable, that they take care of their own safety, their colleagues’ safety and that of anyone affected by what they do or fail to do whilst at work. Below are some Golden Rules which we believe, if followed, are the foundation of a good safety approach for all Team Members. The Brand Excellence Manual also offers safety guidance and more specific safety instructions relevant to our store operations.
Golden Rules of Safety at Costa: 1.
All food and drink must be stored correctly – off the floor, at the correct temperature and must be in date 2. Always follow our basic hygiene rules; wash your hands routinely, the uniform you wear must be clean and correct, always use utensils to handle food and inform your manager if you are ill 3. Report any food safety hazards immediately, i.e. if there is evidence of pest activity, when there is no hot water, if food storage temperatures are incorrect or if food is out of date 4. Keep all store areas clean and tidy 5. Take the time to do your tasks safely 6. Never use work equipment if you have not been trained how to use it 7. Never use a chemical that you have not been trained to use 8. Report any unsafe conditions promptly 9. When cleaning floors follow the correct procedures to manage the risks associated with wet floor areas 10. If in doubt – ask!
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SAFETY EXCELLENCE
SAFETY EXCELLENCE
Health & Safety
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HEALTH & SAFETY
Health & Safety
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PEST CONTROL If present pests carry food poisoning bacteria and can contaminate food and also cause foreign body contamination of any food and drink products.
For all pest control service issues in the UK, call: Ecolab Pest Control number 029208542000 Before placing the call, you should prepare: site number and contract number.
Types of pests Rats / Mice / Flies / Ants / Cockroaches / Wasps nets
Preventing pests The following measures can help you keep your store clear of pests: • Building perimeters must be kept clean and clear of any potential pest harbourage, for example, shrubbery or a cluttered back yard • Good housekeeping and food stock rotation should be maintained at all times • Food spillages should be cleaned immediately after they occur • Rubbish should be removed from food areas on a regular basis • External rubbish storage areas should be kept clean and tidy at all times • Storage bins should be lidded securely and emptied regularly and, where necessary, closed • You should follow any instructions issued by waste collection company (e.g. Veolia) regarding waste management, e.g. collection times and location • Pest control routine service visits – you should speak to the contractor regarding any findings and recommendations, accompanying them on the walk around
What to do in the case of a pest sighting? • Team Members should report any sightings or signs of pests to the Store Manager • Stores should always report any pest sighting to the pest control contractor (UK: Ecolab) • Contractor visits and measures must continue until the issue is eliminated • Any recommendations made by the contractor must be actioned • All recommendations from the contractor regarding pest issues related to cleanliness should be actioned and deep cleaning undertaken if required • Bait boxes should only be set and handled by the contractor • Contaminated food should be immediately discarded and recorded as waste
Pest Control Service Folder • Stores will have 8 routine service visits per year as a minimum • During the visit the contractor should check all the areas of the store, including back of house areas • At the end of the visit the contractor will provide a printed report of the visit which should be kept in the Pest Control Folder • If recommendations are made, they will be discussed with the management team and stated on the report • The contractor should be informed of any past or present pest issues in the store • If needed, stores will be placed on a more frequent schedule of visits • Once the issue is resolved then the frequency will revert to the usual schedule
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PEST CONTROL Cockroaches
What are they? Cockroaches are large insects which range in size from 10 - 23 mm in length, they have a long whip-like antennae and two pairs of wings. The two most commonly found species in the UK are the Oriental cockroach and German cockroach. Cockroaches carry most of the major food poisoning organisms in their gut and because some species can climb they are likely to contaminate food, drink and all areas of a premises. Most cockroaches hide in dark, secluded areas by day. They can be found behind furniture and appliances, as well as under refrigerators and stoves and in cupboards or cabinets. They are capable of flattening themselves in order to fit into crevices between floorboards and walls. Cockroaches are most active at night, during which time they forage for food.
What are the most common signs that the pests are in the store? Cockroaches prefer to live and feed in the dark, so a cockroach seen during the day is a possible sign of infestation. The best time to check for cockroaches is when it is dark. Use a torch to check the areas cockroaches are most likely to be found in. The bodies of dead cockroaches and their egg cases can also be found throughout the premises.
What do they eat? Cockroaches will consume any organic food source available to them. When left with no water, cockroaches can live days to a week. That is why it is so important to clean up any water spills immediately - cockroaches like moist environments and need water to survive. They can live for a month without food, but only a week without water.
Top tips To prevent cockroach infestation you can assist by ensuring that your site is clean and that there are no food sources and hiding places for cockroaches. Top tips include: • Premises should be regularly inspected, internally and externally and repairs carried out to deny cockroaches entry and eliminate harbourage • Untidy or unused cupboards, and cupboards you do not check regularly, will encourage cockroaches • Keep all areas leading from outside yards, waste-storage areas, connecting corridors and toilets clear of rubbish and in good repair • Fill in any gaps behind wall panels if possible. Make sure wall coverings, such as tiles, are well maintained to prevent cockroaches from getting in. Replace cracked or broken flooring and repair any dripping taps, leaking equipment or drainage systems • Check food as soon as it is delivered, and look for pests in food and packaging, to help prevent cockroaches from entering the building • Keep to a ‘clean as you go’ policy and make sure you clean up any food waste and liquid spills straightaway
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PEST CONTROL Fruit flies
What are they? Fruit flies (also known as vinegar flies or drain flies) are very small brownish flies, only 3mm long. They tend to hover and do not fly quickly. Fruit flies are commonly associated with food preparation and storage areas. While fruit flies are not known to spread disease specifically they can land on contaminated items before uncovered food (such as cakes) causing cross contamination; dead flies could become foreign bodies. For these reasons it is understandable that customers would not expect to see fruit flies in our stores and why we must eliminate them.
What are the most common signs that the fruit flies are in the store? Live sightings are the most common way of identifying a fruit fly issue. They are most likely to be found breeding in small amounts of liquids due to a leak, spilled coffee or other drinks, syrup drips etc. Live flies are most often seen in warm areas hovering or resting on a wall.
What do they eat? They are attracted to liquid foods such as fermenting fruit and vegetables, syrups or coffee dregs.
Top tips Fruit flies are most often the result of poor hygiene standards as they lay their eggs in very small amounts of liquids such as coffee spills, drops of syrup, water from a leak etc. It is far better to stop flies breeding in your store by removing their sources of food and locations to breed in the first place rather than trying to control them once they are in your site. Fruit flies cannot survive in low temperatures and they cannot breed if all liquids have been dried away. Pest control contractors can help you identify where the flies are breeding but until you have addressed cleaning issues, the fruit flies cannot be controlled. If you do have issues with fruit flies, as well as informing the pest control company, the following control measures should be undertaken:
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• Clean and dry up any spills and sticky residues promptly • Keep premises clean; sweep under appliances and counters, to remove all debris • Ensure that all sinks and wash hand basins are free from food waste by washing them and cleaning them at the end of the day (you can put an up-turned cup over each plug hole overnight – if there are fruit flies in the cup next morning, you will know they are breeding here) • Empty waste bins thoroughly at the end of each day. Wash with hot soapy water, sanitise and leave for the appropriate contact time (UK Equity = 1 minute) before drying thoroughly with blue roll and leave out of any cupboard overnight to allow it to become as dry as possible. Do not replace the bin liner until the morning. • Review and update your cleaning schedule to make sure that all measures to eliminate fruit flies (as detailed in this section) are carried out often enough at the right part of the day. • Leave everything clean and dry every night (drying is a crucial step; includes sinks and cleaning equipment) • Cover food to prevent flies from landing on it (especially overnight). Make sure that all cakes from the cake counter are transferred into sealed plastic containers and the cake counter cleaned and dried every night. • Leave the premises as cold as possible overnight (fruit flies cannot survive in the cold) • Ensure any maintenance issues, such as leaking equipment, is reported and repaired promptly. • First thing every morning before your store is opened to customers, wash and sanitise all work tops, hand contact surfaces, chopping boards and other food contact equipment before they are to be used and at regular intervals throughout the working day All potential breeding areas must be located and eliminated; your pest control contractor will help you identify these. Unless the breeding sites are removed or cleaned, the problem will continue no matter how often insecticides are applied to control the flies.
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PEST CONTROL Rodents – Rats and Mice
What are they?
Top tips
Rodents are small mammals that can be found throughout the world. They have oversized front teeth for gnawing that continually grow; they have to keep gnawing to maintain their teeth at a level that allows them to eat. Rodents gnaw on a wide variety of items and cause great damage in and around food businesses; they will gnaw through electrical cables, packaging, wood etc. Rodents most commonly infesting food premises are rats and mice and they are most active at night. Rats and mice spread food poisoning because they are incontinent and can climb so they are likely to contaminate, food, drink, equipment and all areas of a store.
The most effective form of pest control is good housekeeping. This includes: • Keep premises clean, tidy and free from refuse or food debris. It is particularly important to clear up all food debris, spilt food and drink, crumbs etc every night before you leave the store to remove food sources for rodents • Keep up to date with maintenance such as promptly repairing any holes, broken tiles, windows etc, drainage issues • Manage waste internally and externally. Make sure that all internal bins are emptied at the end of the day and left clean and empty overnight. External bin areas must be free of food or packaging debris and ensure that there are no holes in the bins to allow access for rodents. Commercial bins may need to have bungs fitted – contact your supplier to arrange this
What are the most common signs that a store has rats or mice? Evidence of rats or mice can be noticed without the sighting of a live animal. Team members must be trained to identify evidence of rats or mice, both internally and externally. Signs include: • Droppings (rats – up to 2cm, black or dark brown, lumpy and rounded on ends; mice – up to 1cm, black or dark brown, small with pointy ends like a grain of uncooked rice) • Gnawing marks, gnawed food and packaging and damage to structure • Holes - mice can get through very small holes the only as wide as the diameter of a pen or pencil. • Nest material such as chewed up paper • Rats may leave smear marks on walls or pipes where they always take the same route over a long period of time.
Further tips include: • Fit bristle strips to the bottom of external doors that have gaps under them to make it difficult for rodent to get in • Ensure the drainage systems are in a good state of repair • Adopt a ‘clean as you go’ policy • Do not leave food lying around • Put food waste in bins with lids • Train and instruct staff to recognise signs and action to take on seeing rodents
What do they eat? Rodents eat virtually any kind of food. They can smell food from a long way away and prefer sweet or fatty foods such as chocolate or peanut butter
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SLIPS, TRIPS AND FALLS
How to manage your floor areas and walkways to prevent slips, trips and falls
Slips, trips and falls Slips, trips and falls are defined as: • Slips – loss of footing (due to floor contaminants) • Trips – trip due to an obstruction • Falls – loss of balance due to slip, trip, falling on or off something They are the single most common cause of injury at work and Costa is no exception. In our stores they are most likely to result in cuts, bruises or sprains but more serious injuries that may occur could be fractures or loss of consciousness due to a head injury. At Costa we need to focus on what causes these and how to prevent them from occurring. As such our main focus should be on keeping walkways uncluttered and safely managing any wet floor areas.
Prevention of slips, trips and falls Please note that these control measures have been identified through a process of risk assessment. Prevention measures: • Floors to be maintained in a good conditions – if you find any trip or slip hazard, deal with it, or report it immediately to your Shift Runner • Any changes in floor level must be highlighted • Team Member training – good housekeeping/keeping walkways clear and dry/measures to take in wet weather/measures to take in snow or icy conditions and how to keep the floor dry • Regular and correct cleaning – correct use of the wet floor sign • Correct footwear • Drinks are to be served correctly – lids used on takeaway cups and all drinks served to brand standard with the correct size cup to saucer • Clear spillages immediately (for further guidance on spot cleaning see below) • Check all furniture routinely (compliance log frequency as a minimum) and report any defects using the repairs & maintenance process N.B. When cleaning we need to remember any safety information that we are aware of, for example, how to handle chemicals safely.
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FOOD & DRINK ALLERGIES
If an allergy sufferer is served an incorrect meal they could suffer a severe reaction which can potentially be fatal.
What is a food allergy? Allergies are very serious and can be life-threatening. For some people just the tiniest trace of an allergen far too small to see will trigger a reaction and make them very ill. Allergens cause the body to react, often within minutes but sometimes within hours. In the most serious cases this causes anaphylactic shock which can be fatal. Some of the foods most commonly associated with allergies are listed below but they are not the only ones. Many people are intolerant or sensitive to foods not in this list so you need to listen to the customer and make very careful checks. Common allergens: • Celery • Cereals containing gluten • Crustacea, e.g. prawn, shrimps • Eggs • Fish • Lupin, found in some breads, pastries and croissants • Milk • Molluscs, e.g. mussels • Mustard • Tree nuts, e.g. almonds, hazelnuts, walnuts • Peanuts • Sesame • Soya • Sulphur dioxide, found in fruit juice drinks, meat products, dried fruit and vegetables
How to serve allergy sufferers • Make sure that you are displaying the allergen sign in the cake counter. This is used to direct customers with allergies or intolerances to ask our Team Members for more information about the ingredients of unwrapped items such as cakes and drinks made in store (coffee, coolers etc) so that they have the information needed to find products safe for them to consume.
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• When a customer makes you aware of their allergy, they must be served by the shift runner who will ask them to detail the ingredients they cannot eat • The shift runner will help the customer to make an informed choice by showing them the ingredient information available in the store (for example, Product Nutrition and Allergy Guide in the UK) • Product labels may not show all ingredients. If unsure, always advise the customer that you are unsure • The shift runner will work with the customer to decide what is appropriate for them to order • ALWAYS talk through with the customer the steps the team will take to prepare the meal/drink and get customer’s agreement that this is satisfactory • Ensure that all the team members are aware that the order is for an allergy sufferer. The drink or a meal must be prepared accordingly: • Wash your hands. • Use a new cloth and sanitize the preparation areas • Prepare cow’s milk and soya milk in separate milk jugs • Always use separate and appropriately coloured cloths to clean a steam arm and purge it before and after use • Use freshly washed crockery and cutlery • Use freshly washed and appropriately colour coded knives and chopping boards. Prepare customer’s food on the separate and clean chopping board • Clean the grill plates before placing the food on it; use a new piece of brown paper for additional protection • Use separate, freshly washed tongs to handle hot food, cakes and pastries If you are not sure what to do or what to say, ask your manager or shift runner – never guess or provide the customer with false or partial information.
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ACCIDENTS It is always preferable to prevent accidents happening in the first place by following the H&S guidelines found below.
Accident Prevention • Good housekeeping — the store must be kept clean and tidy, with floors and access routes kept clear of obstacles • Cleaning and maintenance — rubbish should be removed regularly and work areas kept clear. Cleaning methods and equipment must be suitable for the surface being treated • Lighting — stores should ensure good lighting levels. • All broken light bulbs must be replaced immediately to ensure all floor areas are evenly lit and also that any potential hazards, obstructions and spills can be clearly seen • Floors should be checked for damage regularly and maintenance carried out when necessary. Potential hazards include holes, cracks, and loose carpets and mats • Stairways — handrails, slip-resistant covers to steps, high visibility and non-slip marking of the front edges of steps and good lighting can all help to prevent slips and trips on stairs • Spillages — spills must be cleaned up immediately using an appropriate cleaning method. Wet floor signs must be placed where the floor is wet – either in customer or back of house areas • Obstructions — where possible should be removed. If this is not possible, then suitable barriers and warning notices should be used • Trailing cables — place equipment so cables do not cross pedestrian routes • Use cable covers to securely fix cables to surfaces • Footwear — all Team Members should wear fully enclosed shoes with slip-resistant soles
Equity
Equity stores: In the event of an accident these must be reported immediately to the Store Manager and recorded using an Accident Report Form, pads are available from the Safety & Security Team, 01582888829. Franchise stores: Accident Reporting procedures must be in place to ensure that all accidents and incidents are reported centrally and that any RIDDOR injuries are reported and escalated as soon as possible.
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FIRST AID
First Aid is emergency care given to any ill or injured person before medical assistance arrives, to preserve life and prevent the condition from worsening.
The minimum first aid provision required at Costa • A suitable stocked first aid box: • A general guidance leaflet • 20 individually wrapped sterile plasters (assorted sizes) • 2 sterile eye pads • 2 individually wrapped triangular bandages, preferably sterile • 6 safety pins • 2 large sterile individually wrapped unmedicated wound dressings • 6 medium sized individually wrapped unmedicated wound dressings • At least 3 pairs of disposable gloves • Tablets or medicines should never be kept in the first aid box • All Team Members must be aware of the first aid arrangements • An appointed person must be on duty. This requires them to know the location of the first aid box; take charge of first aid arrangements; take charge if someone is injured or falls ill, including calling emergency services if required. N.B. they should not attempt to give first aid unless they have been trained • The Store Manager is responsible for implementing a system to ensure all first aid boxes are regularly checked and kept stocked correctly.
Burns and scalds At Costa burns and scalds are one of the most common forms of injury in store. Should a Team Member or customer receive a burn then the following action will help to minimize the extent of the injury: • Cool the burn or scald immediately by putting it under a cold, running tap for a minimum of 10-15 minutes • If a burn causes concern, seek medical assistance
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BIOLOGICAL HAZARDS Blood Borne Diseases and Body Fluids
Occasionally we need to clean body fluids such as vomit, blood, urine etc. in our stores. This brings a small risk of diseases and viruses however by following this standard any risk will be minimized.
How to control biological hazards • Wash and dry your hands thoroughly - it’s one of the best ways to prevent infections • Clean and sanitize surfaces and hand contact points often • Wear personal protective equipment (e.g. gloves, masks), where appropriate, for example: when cleaning up body fluids (urine, faeces and vomit) or when you may come into contact with it • Clean up spills immediately • Handle and dispose of all bio-hazardous waste materials safely. Blood and any other bodily fluids should always be handled as if they could be infectious. In the event of an injury or bleeding, every individual should be handled in a way that minimizes exposure to any blood and body fluids.
How to manage blood and body fluid spillages • Every Store should have a ‘Body Fluid Disposal Kit’ – it should be kept with the first aid box • Ensure the immediate area is cordoned off to stop anyone coming into contact with the blood or body fluid – use ‘Wet Floor’ signage, chairs etc. • Always use the gloves, arm protectors and apron in the kit before you start the clean up and ensure you dispose of the gloves in the yellow bio hazard waste disposal bag when you have finished • To ensure the safe disposal of sharp instruments (e.g. blades, syringes, needles which may be contaminated with blood or other body fluids) these objects must be placed in the marked rigid container found within the ‘Body Fluid Disposal Kit’
Instructions for using the Body Fluid Disposal Kit Body fluid disposal
Sharps disposal
1. Put on protective clothing provided
1. Open the pack and pull on gloves included
2. Sprinkle sachet of absorbent granules over spill, wait for spill to solidify
2. Read the instructions on the yellow container and open it in preparation to use
3. Collect gel using scoop and scraper, and place all into 3. Put the container down on the hard surface next to yellow waste bag the sharp object 4. Spray affected area with disinfectant spray provided and wipe down with dry wipes
4. Using the forceps provided, carefully pick up the sharp object and put it into the container, with the harp end first
5. When you have finished, put wipes, empty spray and all protective clothing into waste bag
5. To lock the container make sure that all four retaining catches on the cap are snapped securely over the rim
6. Dispose of the bag by using your local licensed clinical waste carrier
6. When you have finished, put forceps, container and gloves into the yellow bag
7. Wash hands over with disinfectant wipe and dispose of
7. Dispose of the yellow bag by using your local licensed clinical waste carrier 8. Wipe your hands with disinfectant wipes and dispose of them in an appropriate bin
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FIRE SAFETY Fire Safety is of paramount importance, as a major fire can have a devastating impact on our business, Team Members and customers.
Procedure • Fire Evacuation Procedures are established for your Store, including evacuation procedures for customers with disabilities, your Store Manager will be able to inform you of these • All Team Members should know how to operate the fire alarm • All Team Members should be aware of the correct procedure for calling the Fire Brigade • Good housekeeping standards should be maintained, particularly in store areas, ensuring that all fire exit routes and access to any fire fighting equipment is kept clear • Workplace inspections at regular intervals should be carried out to check for fire hazards, for example overloaded sockets/damaged electrical equipment, excessive or inappropriate storage of combustible items • No Smoking policies must be enforced • Flammable substances are kept to a minimum and stored correctly • All relevant Fire Safety inspections and tests are undertaken and records of these are kept
Team Member Training Store Managers must ensure that all of their Team Members have been trained in Fire Safety in accordance with the company requirements: • Equity stores: Costa Fire Safety (Store Health & Safety Policy) • Franchise stores: Fire safety training must be included in all induction training
Actions to be taken in the event of Fire • Raise the alarm by activating the nearest alarm call point • Call the Fire Brigade, even if your Store has an auto dial 999 facility • Close all doors and windows as you leave, if it is safe to do so • Guide customers to their nearest fire exit • If possible, and without risking your own safety, tackle the fire • Do not use a lift • Do not stop to collect personal belongings • Usher customers to the Fire Assembly Point • Liaise with the Fire Brigade upon arrival Daily and weekly checks must be undertaken with regard to Fire Safety. This must be recorded in the Costa Safety Log Book for Equity stores / in your own Safety Log Book for Franchise stores. The Fire Evacuation Procedure must be signed and dated within the first week of a new Team Member’s employment. This is kept in the Personal Details Envelope.
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MANUAL HANDLING Manual handling is the transporting or supporting of any load by hand or bodily force.
Good manual handling techniques Never overestimate your own ability – if you cannot lift or move the load comfortably ask someone to assist you.
Lifting • Assess the task, the area and the load • Make the load as small, light and stable as possible • Ensure that the load is capable of being gripped safely • The body should be as close to the load as possible • For better balance and reduced risk of stumbling place the feet hip wide apart and one foot (the lead foot) in front of the other and to the side of the load • Relax the knees and sink down until contact is made with the load – this should be a fluent movement with back muscles relaxed and spine naturally straight • Tilt the load forward with the lead hand – it should be the same as the lead foot • Slip the other hand underneath the load • For better control of the load and reduced tension in the forearms grip the load with the palms of the hands and the roots of the fingers • Keep the arms close to the body and elbows tucked in • The upward movement should begin with raising the head • A smooth progressive forward movement should be incorporated to give momentum to the load and reduce stress to the body • Store example: putting away deliveries
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MANUAL HANDLING Manual handling is the transporting or supporting of any load by hand or bodily force.
Good manual handling techniques Never overestimate your own ability – if you cannot lift or move the load comfortably ask someone to assist you.
Carrying • Ensure that the route you are taking is clear of obstructions and trip hazards • The load should be carried well down the body to reduce unnecessary muscular work • Plan the route if it is extending over some considerable distance or if the load is heavy and breaks are needed • Load should be set down in a suitable place • Store example: carrying trays full of crockery
Pushing and pulling • In some cases it will be easier or necessary to push or pull the load • Check the route for uneven surfaces • Ensure there is sufficient clearance to pass obstacles without injuring your hands • Take extra care on ramps or tilted floors • If possible, position your hands on the load at the height between waist and shoulder level • Make use of strong leg muscles to exert force • If necessary, push load with your back against it • If you push or pull something fitted with wheels make sure they are in good repair • Store example: moving tables when cleaning floor
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ENFORCEMENT OFFICER VISITS What to do when a local food safety enforcement officer calls As a food business all Costa stores globally can be subject to an inspection by a local food safety law enforcement officer. This may be a routine visit or be prompted by a customer complaint. Whatever the reason they will need to determine and be sure that our stores operate and handle all foods in a safe and hygienic manner. Some countries also rate their food businesses and offer a score for each which is publicly available and in some cases must be publicly displayed.
What makes up the Food Hygiene Rating Score in the UK In the UK the score given to a store is made up of 3 elements: Practices – what they see regarding food storage, preparation, reheating/warming and service, stock rotation and management of food shelf-life and the chill chain Premises – Cleanliness and structure – what is seen during their inspection and how well this is managed Confidence in Management – Team awareness of food safety controls and how the food safety management system or HACCP (Hazard Analysis and Critical Control Points) is working What they see as well as the questions they ask will make up their assessment of ‘Confidence in Management’
STORE CONDITIONS, WHAT THEY SEE
TEAM AWARENESS, GUIDANCE FOR DEALING QUESTIONS THEY MAY ASK WITH THE ENFORCEMENT OFFICER
They will be checking that the store is clean and tidy inside and out
How do you clean the store and how often? What are your deep cleaning routines?
Take the enforcement officer through your cleaning schedule and Brand Excellence Manual which outlines when and how to clean your store
What would you do if you found the store premises were worn and difficult to clean? What regular Planned Preventative Maintenance is undertaken?
Ensure that all the Team are familiar with the Repairs & Maintenance process and can point to any Planned Preventative Maintenance routines
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Food needs to be at the right temperatures, in date, covered and protected from contamination, off the floor, handled correctly and hygienically
People – they will check that the correct and clean uniform is worn, that routine handwashing takes place and that food safety training is suitable and completed
Why the correct storage of food is important? What should they do if the find food incorrectly stored – at the wrong temperature, out of date or see signs of contamination?
All Team Members should be familiar with the reasons for and the correct temperatures, hygienic handling of food, the date labelling guide. This is to prevent the contamination of foods with biological, physical or chemical hazards and prevent the growth of bacteria (by controlling storage time and temperature) that may lead to illness. Any evidence of food safety hazards should result in the food being discarded and recorded as waste
When should you wash your hands?
Routine handwashing should be at the following times: Before: • Starting work • Handling food • Handling ready to eat food After: • Using the w.c. • Smoking • Blowing your nose, coughing or sneezing • Cleaning or touching cleaning equipment • Handling cleaning chemicals • Handling rubbish • Every break • Handling raw food
How do you handle food?
Preferably using utensils only, particularly being careful when handling an allergy sufferers
What is your correct uniform, jewellery policy?
Guidance can be found in the Uniform section of this manual
When should you wash your hands?
See section above
What training have you received? They may ask other questions that may test the knowledge of Team Members, for example correct storage temperatures of food
Team Members should have received induction food safety training. This should include what food safety hazards exist, basic hygiene rules such as hand washing and the correct storage conditions of food Store Managers or Shift Runners should also have received training on the use of management tools such as food safety checks, cleaning rotas, how to manage food stocks, food complaints, report safety incidents etc.
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How do you ensure that all repairs Environment – they will look for and maintenance issues are evidence of pest activity, that hot rectified? water provided, waste disposal removes refuse from food areas, that lighting and ventilation is sufficient, that surfaces such as walls/floors/ ceilings are in a good state of repair How does the Costa Compliance Logbook (or equivalent) ensure that food safety is managed?
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Team Members should be familiar with how repairs and maintenance issues raised, reported and rectified, particularly high risk issues for example, if they notice that the chiller temperature is too high, there is no hot water or if they see evidence of pest activity. Routine checking of food safety issues such as cleaning, food temperatures, pest control issues and general safety conditions takes place daily and weekly. When issues are seen that need to be actioned how are these managed, for example, when your temperature monitoring identifies the food in your display cabinet is too high then how is this rectified?
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STORE SECURITY Security systems Where provided, security systems such as intruder alarms and CCTV must be effectively managed. Guidelines should be followed, such as routinely checking that the systems are working and ensuring that all relevant Team Members must keep any keys or codes secure. Any defects with door locks should be reported and repaired as soon as possible and all areas should be secured to minimise access to the public.
Personal security If it is necessary for Team Members to work alone in store care must be taken to ensure that only suitable Team Members are selected i.e. that they are fit to work alone, and that precautions are in place to ensure that emergency procedures are in place, for example, in case of fire, equipment failure, threats of violence, illness or accidents. It must be clear what tasks can and cannot be undertaken when there is just one person on duty and that there are suitable means of communication available.
Facing violence and aggression No Team Member should be exposed to any unreasonable risk to their personal safety. Although violent incidents are rare, in some situations it may be either too late or just not possible to prevent or avoid violence. The following guidance may help to avoid or diffuse potentially violent situations: • Wherever possible, in cases of verbal abuse, always try to diffuse the situation or call a colleague or Manager for assistance • Be courteous and polite, do not exchange threats and insults and try to avoid getting drawn into an argument • Do not touch someone who is angry as this may be seen as an invasion of their personal space and inflame the situation • Agree a pre-determined signal with Team Members so they know what action to take • In cases of physical violence, Team Members should make every effort to back away, go to a safe place and seek help. If at any time you feel threatened or are assaulted, try to summon help when it is safe to do so • Note the description of the assailant(s) if possible • Summon assistance from the Police or other emergency services in the event of a violent situation, such as a physical confrontation or robbery
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SECURITY INCIDENTS It is important that everyone remains alert and vigilant to ensure that our security procedures and systems are maintained at all times. In particular, please ensure that all Team Members are made aware of the following: • All contractors and visitors show appropriate identification • If a suspicious unattended package is identified, follow the procedures below • CCTV is working where provided • Where provided, all Team Members are aware of the location of static and portable panic alarms and that they are tested weekly • All office and back of house doors remain shut and locked when not in immediate use • All rear yards are kept secure with gates and back doors closed and locked when not in immediate use • Ensure that refuse bins, etc. that could potentially be set on fire are kept in a secure area or are kept as far away from the building as possible • The Crisis Management process has been reiterated to all Team Members Suspicious behaviour should be reported to the police in the first instance and any incident should be logged and reported using the incident reporting procedures. In the event of a suspicious package being discovered: • Stay calm • Do not touch the package • Check if anyone knows who the package belongs to • If nobody claims the package notify the Police immediately • Evacuate the premises at once opening all window and doors if it is safe to do so
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CRISIS AND INCIDENT MANAGEMENT All incidents are to be logged and reported centrally; these could include any incidents of physical or verbal abuse, threats, intentional damage to property, robbery or attempted robbery. However, if a crisis occurs you should follow your Crisis Procedures to ensure that these are escalated correctly. (N.B. For UK Equity stores these procedures can be found in your Costa Safety Manual). A crisis is something that could:
• Put your team members or customers at risk and result in death or serious injury (e.g. bomb threat, fire, flood or structural damage, physical violence or robbery) • Damage the brand reputation with guests, suppliers or the local community (e.g. multiple food poisoning) • Potentially affect more than one store • Be reported negatively by the media
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STORE EXCELLENCE
STORE EXCELLENCE
Cleanliness Maintenance Store Operations
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CLEANLINESS
Cleanliness
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CHEMICALS
COSHH(Control of Substances Hazardous to Health Regulations) aims to give us information about the chemicals and level of danger. This section refers to the approved chemicals used by UK equity stores provided by our nominated supplier. All approved chemicals must be suitable for the task and must be accompanied by information to instruct your Store Teams on how to use these correctly and safely For Franchise Stores induction training must include instruction and training of the safe use of chemicals, using guidance from your chemical provider.
Chemicals management (UK Equity) • Stores should only use approved products which are available from BUNZL • Chemicals must be stored safely and labelled correctly • Chemicals should never be mixed • All Team Members must be trained in the use of all chemicals as part of their Health & Safety training when completing ‘Safe & Legal’ workbook • Personal Protective Equipment must be available and used when handling chemicals • Stores will receive a quarterly visit from nominated supplier to check the condition of cleaning and dosing equipment. To ensure that chemicals are being used correctly and to answer any queries • Stores can also request COSHH training through the nominated supplier
Corrosive Example: Oasis Pro 64
Irritant Example: Full Circle
Flammable Example: Sapur B
Hazard symbols will appear throughout this manual to highlight chemicals’ properties.
What is PPE? • Personal Protective Equipment is designed by experts to protect you against specific hazards by forming a barrier between you and the a hazard, e.g. a cleaning chemical • PPE used in Costa: • Gloves • Goggles • Aprons • Non-slip, enclosed shoes
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STORE CLEANING To ensure a warm & welcoming environment for our Customers throughout the day keeping your store clean is very important and will enhance the overall custo1ner experience.
Tools needed • Approved Chemical Products • Paper towel • Blue and red cleaning cloths • Mop and bucket • Broom • Dustpan and brush • Rubber gloves
• Stepladder • Upholstery brush • Spoon or knife • Goggles • Labelled spray bottles and spray heads
What is important? • Always spray chemical onto your cloth not the item to be cleaned, this is more effective as you will lose less product into the air • Rinse the cloth and re-spray regularly when cleaning • Clean all surfaces, corners and edges of any item removing all dust, dirt or debris as you go • Mops and buckets should be cleaned after every use. Mops should not be left in dirty water as this is unhygienic • Ensure all chemicals are dosed and diluted according to the manufacturer’s guidelines which can be found on the chemical instructions • All chemicals must be kept in a labelled container at all times • If you need to move anything to clean behind it, ask for help if it is heavy • A wet floor sign must be used when mopping any floor surface • Remember that your cleaning equipment should also be kept clean
Two Stage Sanitising Process 1. Remove debris a. Using hot soapy water and a blue cloth, remove dirt and debris b. Dry the surface with blue roll 2. Sanitise surface a. Spray sanitiser directly on to the surface (s) b. Leave for at least the stated contact time (UK Equity: 1 minute) c. Rinse off with clean water and a new blue cloth d. Dry if necessary with blue roll
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FLOORS
Tools needed • Correct cleaning chemicals • ‘Wet Floor’ signage • Correct PPE
• Broom • Brush and dustpan • Clean mop and bucket
How to clean floors • Move any tables, plant pots and chairs to ensure that you can clean underneath • Brush the floor thoroughly, including corners and edges and dispose of the debris • Half fill your mop bucket with hot water and follow manufacturer’s instruction for chemical dilution • Place the ‘Wet Floor’ signage out to avoid someone falling • Mop the floor in a figure of eight motion • Work back towards the kitchen door or counter area and avoid stepping on the areas you have just cleaned. If you step on the area that is wet, run the mop back over it to clean up these tracks • Using clean hot water mop the floor again to ensure that no residue of detergent/grease held in the solution is left on the floor (it could make the floor slippery) • Leave floor as dry as possible and only when floor is dry remove ‘Wet Floor’ signage Team members’ responsibilities include following the above procedures, wearing appropriate, clean footwear and reporting any hazards or accidents to the Shift Runner.
Spot cleaning of food and liquid spillages • Place ‘Wet Floor’ signage and prevent customer access to affected area, inform Shift Runner • Pre-clean the area to remove spillage by using a blue roll • Half fill your mop bucket with hot water and follow manufacturer’s instruction for chemical dilution • Using a clean mop, mop the floor in a figure of eight motion • Rinse thoroughly with clean warm water • Use a blue roll or dry mop to dry the area • Repeat the process if area is still greasy • Clean and return the equipment to the separate storage area
Frequency • Sweep – after lunchtime session and evening session • Clean spillages – immediately • Floor mopping – each night • Deep Clean floor mopping (under and behind the equipment) – weekly Don’t forget to put the ‘Wet Floor’ signage out. It must be in place for the duration of cleaning and floor surfaces being dry mopped after cleaning. Clean mop regularly. Always rinse the mop head and bucket out after use and leave clean. Clean tables and chairs before sweeping and mopping the floor. That way, if any debris falls on the floor, it will fall before you clean.
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TOILETS
Tools needed • Cleaning cloth (UK: Red) • Approved sanitizer in a labelled bottle with spray head • Approved glass and hard surface cleaner • Approved toilet cleaner • Toilet brush • Paper towel
• Duster • Rubber gloves • Stepladder • Floor cleaner • Clean mop and bucket • Wet floor sign • Broom • Dustpan and brush
How to clean toilets? Sinks: • 1-2 amounts of toilet cleaner on a cloth wipe over to remove all dirt Pipes: • Dust then sanitize througout using 2-3 sprays of approved sanitizer and a cloth Mirrors: • 1-2 sprays of polish on to paper towel and polish mirror until free of marks and smears Tiles, driers and paper dispensers: • 2-3 sprays of sanitizer on a cloth to remove all marks • Immediately followed by polishing dry with paper towel to prevent smears Toilet exterior and seat: • Dust then clean with toilet cleaner and a cloth • Polish with a paper towel Toilet bowl: • Use the brush to plunge the waterline and lower the water level • Apply toilet cleaner directly on to the bowl • Brush around the bowl to remove visible soils
• Leave for as long as possible before flushing to help remove lime scale • Always flush before allowing customers to use the toilet Ceiling Vents and high ledges: • Using step-ladders dust and wipe over with approved sanitizer and a separate cloth Baby changing unit: • 1-2 amounts of toilet cleaner on a cloth, wipe over all areas of the unit Bins: • Empty any rubbish bins • Nappy/Sanitary bins must be emptied and disposed of by a professional company • Finally clean the floor using the acidic floor cleaner Always use rubber gloves when cleaning toilets. Any sharp objects e.g. needles or bodily fluids should be removed using a bio hazard kit and line manager must be informed. Toilet brushes need to be clean, order spare toilet brushes from Bunzl.
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MERRYCHEF OVEN – CLEANING A daily cleaning routine will ensure that you comply with the required hygiene standards and will help to maintain and prolong the efficiency of your oven
Remember to cool down the oven before the cleaning processes are carried out.
Tools needed • Approved oven cleaner • Approved oven protector • Blue paper
• Rubber gloves • Blue cloth • Goggles
How to clean the oven • Open the oven door and remove the cook plate / wire rack and any other cooking vessels from the cavity • Remove any spillages with blue cloth or blue paper • Use a dry clean brush to remove any food particles from between the cavity floor and the inside of the front door • Carefully spray cleaning chemical onto a sponge • Clean all surfaces of the cavity except the door seal. For difficult areas, leave to soak for 10 minutes with the appliance door open • Wipe inside and outside of the oven using a damp clean cloth • Dry the oven using a blue paper • Press the green tick to continue
How to apply the protective chemical Applying the protective chemical helps to clean the oven the next day. • Spray protective chemical onto the clean blue cloth • Spread the chemical lightly onto all internal surfaces of the oven avoiding the door seal • Press the green tick to confirm application of the protective chemical • Replace the cleaned dry cook plate / wire rack and close the door • Remove the air filter and clean it with a damp blue cloth • Replace the filter and confirm that the cleaning is complete by pressing the green tick • The oven will switch off
How to clean the cook plates and wire racks • Wash all removed oven parts in warm soapy water • Wash off using a clean blue cloth and plenty of clean, warm water • Allow to dry or dry using a blue paper • Double-check that all components are dry before re-fitting them into the oven Do not spray directly into the cavity. Never use an abrasive scrub pads or sponges to clean surfaces of the cavity - it will damage the oven. Do not scrub the door seal or use metallic scourers to clean it.
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MERRYCHEF OVEN – COOLING DOWN
The oven must always be cooled down before the cleaning processes are carried out.
Tools needed • Rubber gloves • Ice tray • Ice
Cool down procedure • In Full Serve mode, select the CLEANING symbol from the main menu • In Full or Quick Serve mode, select the ‘blue thermometer’ symbol to disable heating and to start the cooling cycle • Taking all necessary precautions place a suitable try of ice, into the hot oven cavity. This speeds up the cooling process. Select the green tick to continue • The cooling progress is displayed and takes approximately 20 minutes. • Once the cooling down process is complete, carefully remove the ice tray from the cavity wearing protective gloves • The oven is ready for cleaning Before starting cleaning work, it is essential that you familiarize yourself with the cleaning rules and safety hazards. ‘Cool down’ function allows you to reduce the cavity temperature quicker and clean your oven sooner.
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STORE CLEANING Item
Tools
How to
Notes
Ice buckets/cool boxes
• •Blue cleaning cloth
• • Empty out any contents from the
Do not put ice buckets in the dishwasher as it destroys the materials inside the bucket walls.
• •Paper towel • •Approved sanitizer in a labelled bottle with spray head
bucket
• • Using a blue cloth and sanitizer wipe inside and out including the lid
• • Rinse the cloth and wipe all over again
Ice scoops must be kept in a separate sanitised tub with a lid. Never handle the scoop from the shovel end.
Ice machine and ice scoops
• Blue cleaning cloth
Weekly
• Paper towel
• Turn off ice machine and dispose of all ice
• Approved sanitizer in a
• Using a blue cloth and sanitizer wipe all
labelled bottle with spray head
• Dustpan and brush
surfaces inside and out
• Unscrew the front panel and brush the vents to prevent build up
• Replace the vent and wipe over • Switch the machine back on Daily
• Ice scoops must be kept in a sanitised tub with a lid
• The tub and scoop should be put through
Ensure the fin inside is in the upright position as sometimes it gets pushed down horizontally when the ice capacity increases. The lid must be closed at all times. Ice scoops should not be kept in the machine as this spreads bacteria. Never handle the scoop from the shovel end.
the dishwasher daily
Ice well
• Blue cleaning cloth
• Empty out any contents from the ice well
• Paper towel
• Using a blue cloth and sanitizer wipe
• Approved sanitizer in a labeled bottle with spray head
Air conditioning / Air vents
inside and out including the lid
• Rinse the cloth and wipe all over again
• Blue cleaning cloth
Weekly
• Duster
• Using the stepladder dust the air con unit
• Stepladder • Dustbuster/Vacuum cleaner
Leave the ice well empty overnight.
Do not attempt to take any units apart.
or vent until all dust is removed
• Alternatively use a dustbuster or vacuum cleaner
• If needed use a blue cloth to remove marks being careful not to mark the paintwork
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STORE CLEANING Item
Tools
How to
Notes
Trays
• Blue Cloth
All the time
• Approved sanitizer in a
• Empty any rubbish from the tray
Trays must not be put in the dishwasher as they will scratch and look worn and damaged.
labelled bottle with spray head
• Approved de-stainer
• Using a blue cloth and sanitizer wipe the tray clean and allow to dry
• If stains start to appear soak them in a 10% solution of de-stainer
• Ensure they are rinsed after de-staining Door and windows
• Blue cloth
Daily
• Paper towel
• To manually clean glass doors and
• Approved glass and hard surface cleaner
windows use paper towel and polish wiping the glass until clear of marks and smears
• To clean any frames/handles use a blue cloth with polish
All display units
• Blue cloth
Daily
• Paper Towel
• Remove any product and wipe out trays
• Approved sanitizer in a labelled bottle with spray head
• Approved glass and hard surface cleaner
with blue cloth and sanitizer
• Cake fridge display plates go through the dishwasher
• With a blue cloth and sanitizer clean all elements of the display
• Using paper towel and polish wipe and
If any paintwork is chipped speak to your RDM or Franchise Partner. Most stores will have a window cleaner and the windows will be cleaned regularly. Do not put any plastic parts in the dishwasher as they will scratch. Brown paper should be replaced regularly. If units are damaged speak to your RDM or franchise partner.
clean all glass or Perspex front panels ensuring no smears
• Move units if possible and clean underneath with a blue cloth and sanitizer
• Re-stock where necessary Condiment unit
• Blue cloth
Daily
• Approved sanitizer
• Wipe out top, doors and sides with blue
in labeled bottle with spray head
cloth and sanitizer
If necessary, deep clean the unit more often
• Replace a bin bag Weekly
• Move sugar, napkins, stirrers, straws, leaflets, salt and pepper and clean underneath
• Remove a bin and wipe inside the unit with blue cloth and sanitizer
• Clean bin inside and out
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STORE CLEANING Item
Tools
How to
Notes
High chairs
• Paper towel
After every use
• Approved sanitizer in a
• Using paper towel and sanitizer wipe the
Ensure any straps are in good repair.
labelled bottle with spray head
Lights and shades
• Duster • Stepladder
whole chair, especially the tray, seat and legs
• Using the stepladder if necessary, dust the light shade.
• Ensure all shades, fittings and bulbs are dusted and free of cobwebs and dead insects.
Outside signage and furniture
• Blue cloth • Paper towel • Upholstery brush • Approved sanitizer in a labelled bottle with spray head
• Approved glass and hard surface cleaner
• Stepladders
• To clean tables, chairs and barrier bases use a blue cloth to wipe over all surfaces
• Polish with paper towel to prevent smears if a shiny surface
• For canvas barriers, use a damp blue cloth with no chemical and wipe over
• For umbrellas use a dry upholstery brush to remove dust and debris
• For signage, use the stepladders to wipe
Ensure you use the correct bulb wattage for the shade to prevent damage.
If barriers or umbrellas are heavily soiled contact your RDM or Franchise Partner to arrange professional cleaning. If you have window cleaner you may be able to ask them to clean the signage for you.
over with a blue cloth and polish
• Dry with paper towel to prevent smears Grills
• Blue cloth
Daily
• Approved sanitizer in
• Switch off the grill and allow to cool
a labelled bottle with spray head
• Plastic scraper (for older style Aristorco grills)
• Metal scraper (for newer style Sirman grills)
• Paper towel
• Scrape all debris off the grill plates • Wipe the plates with a clean damp cloth • Clean all exterior elements of the grill with a damp blue cloth and sanitizer
• Ensure that the crumb tray, lids and underneath/behind are cleaned
• Ensure all metal surfaces are polished dry
If there is burnt on debris that will not come off a plastic scourer can be used. Never use ice to clean grill plates. It will damage the grill and plates may break. Metal brushes are not allowed to be used.
with paper towel to prevent smears
• Clean counter surface underneath the grill. Move the grill to remove bread crumbs and dust
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STORE CLEANING Item
Tools
How to
Notes
Blenders
• Blue Cloth
Daily
• Paper towel
• Wipe the metal base plate, all sides of the
Do not put the blender casing in the dishwasher as it will become damaged.
• Approved sanitizer in a labelled bottle with spray head
Perspex casing and the base with a blue cloth and sanitizer to remove all marks
• Immediately dry with paper towel to prevent smears
Blender jugs should be cleaned after every use.
• For build-in blenders, remove a metal drip tray usually placed in the cupboard under the blender. Wash in the dishwasher or clean with a blue cloth and sanitizer.
• For a thorough deep clean, lift the motor out of the black base wipe over with a blue cloth and sanitizer, polish with 2-3 sheets of paper towel and re-assemble
Coffee catcher
• New coffee catcher sock
Weekly
• Gloves
• Open coffee catcher lid
• Blue cloth
• Unscrew compression nut
• Approved sanitizer
• Remove and dispose of the old sock,
in labeled bottle with spray head
place new one and screw compression nut back
If necessary, clean a coffee catcher more often. Order new coffee catcher socks from Maintenance Helpdesk.
• Put a lid back • Wipe outside with blue cloth and sanitizer
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MAINTENANCE
Maintenance
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STORE MAINTENANCE Our customer experience needs to be consistent across all of our stores. Our stores require regular maintenance to keep them safe and comfortable, and to ensure that we meet our customer’s expectations during every visit. Not investing in the maintenance of our existing estate will be a false economy, as problems which are ignored can quickly escalate and become more expensive. Maintaining our stores and equipment will help to prevent any major faults which can cause serious disruption to the business.
Types of maintenance Planned Maintenance is carried out regularly and includes things like servicing of machines and changing the bulbs in our lights. The main purpose of planned maintenance is to ensure that the stores meet all legal and regulatory requirements, as well as reducing the possibility of breakdowns. Planned maintenance should be carried out to a regular schedule. Reactive Maintenance takes place when a store experiences an unknown or unexpected failure or breakdown – for example toilets breaking, a water leak or damage to the building. In this case a reactive maintenance contractor would need to be called out. We suggest setting a Service Level Agreement for the service providers to attend a reactive call ranging from 4 – 72 hours, depending on severity/type of issues. “Trade affecting” and “Health & Safety” issues should always be prioritized as on urgent response.
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STORE MAINTENANCE UK Retail only
Maintenance call outs All maintenance issues must be logged in the maintenance workbook. To ensure a quick response it is crucial to provide as much accurate information as possible. When the maintenance call is placed you will be asked for the following information: • The eight digit site code, starting from 430... • Store name • Town where you store is • Description and location of the problem; the more details you can give the better • Asset number, in the case of faulty equipment • The order number from the workbook When a maintenance call is placed a call out time must be agreed e.g. 4 hours, 24 hours. You should also receive a contractor’s name and the reference number – record them all in the maintenance workbook.
Business critical All maintenance issues which pose a significant safety risk or affect store trade should be reported as business critical and logged as a 4 hour call. Examples of significant safety issues: • No hot water to sinks • Fridges not holding temperature • Pest proofing recommendations • Surfaces and structure not capable of being effectively cleaned • Fire alarm failure • Damage to asbestos containing materials • Any other business critical issues like the coffee machine or tills breakage
Contractor’s visit • On arrival the contractor must sign in (section 2 of the maintenance log book) • The contractor should provide a description of the work to be carried out and, detailed costs of materials and labour • Stores should be advised by the contractor if costs are more than £250 for equipment repairs and £500 for building repairs. If the costs exceed this, the contractor will need to provide a quote • If the contractor leaves site, they must sign out and back in when they return • If the work has been completed to a satisfactory level and a cost provided, the sheet can be signed • The store signature authorises payment • The quality of service assessment and general comments where appropriate, both positive and Negative, should be added • If the contractor does not arrive at the agreed time call the Repairs and Maintenance helpdesk • If the contractor still does not arrive use the escalation process or consult your RDM
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STORE MAINTENANCE UK Retail only
Recalls and disputes • If recalls are necessary, the store/outlet must place the recall by completing a new worksheet quoting the original worksheet number • Once a repair is complete a recall should be placed as soon as a fault has been noticed • If there is a dispute and an agreement cannot be reached regarding the charges or if the validity of the recall is in question, stores/outlets should authorise costs but write “in dispute” across the worksheet • The contractor’s administrator will arbitrate at a contractor performance and service review meeting. • The store will be advised of the outcome
Equipment which is recommended for replacement • After assessing the equipment, the contractor must send a quotation for validation and to authorise the repair or to replace a unit • Only the Maintenance Team can confirm if a unit has been approved for replacement • If a repair is viable this will be confirmed to the contractor by the Maintenance Team • Parts will then be ordered and repairs carried out • If parts are sent to site, the site must contact the contractor straight away to inform them they can continue with the repair; this is the responsibility of the site to ensure that a phone call is made • If the repair is not possible, the decision will be made to replace the equipment in line with Brand standards and the Maintenance Team will raise an order for any new equipment • The new equipment will be delivered to store/outlet and the supplier will remove the old piece of equipment • Stores MUST have the equipment prepared • If the equipment is not ready for collection, the supplier will not wait for it and store will have to arrange a separate pick up. The redundant electrical equipment should always be disposed of safely and responsibly – the regular waste contractor will not be able to take it • An engineer should be called to install the new/replacement equipment • Any queries about the delivery, orders etc should go to your RDM
Condemned equipment • Engineers have the authority to ‘condemn’ any piece of equipment; by doing it they pronounce the equipment to be unfit to use (equipment is dangerous or poses health & safety risk) • If the equipment cannot be fixed and it is in dangerous condition which has immediate risk to operator, the engineer will make equipment save by removing the plug and report it immediately
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STORE MAINTENANCE Franchise stores
Franchise partners responsibilities • It is the franchise partner’s responsibility to ensure that all stores and equipment are regularly maintained to ensure the safe and effective operation of our stores • Each store must have access to a list of qualified and accredited repair and maintenance contractors. It is the franchise partners’ responsibility to ensure that locally sourced contractors are suitably qualified for the works which they will complete. • By law, testing and inspections regimes must be in place for the following: • Gas installations • Water systems including boilers and pumps • Electrical installation and portable electrical appliances • Pressure vessels • Lifts (including goods lifts) • Fire detection systems • Alarm systems • Emergency Lighting • Asbestos Register / Asbestos Report • A planned preventative maintenance system should be in place for all equipment within the store, including but not limited to coffee machines, equipment, boilers, HVAC, counter and back of house refrigeration, internal and external lighting. Coffee machines must only be repaired and maintained by Costa nominated and approved contractors • A repair and maintenance reporting procedure should be in place for each store, so that a store can quickly identify and communicate any issues to the franchisee to ensure efficient and reliable remedial works. If equipment is still within a valid warranty or guarantee period, then it is the franchisee’s responsibility to report any faults to the supplier within the correct time frame • If equipment is identified as faulty or dangerous it should ideally be removed from the store. If this is not possible it should be clearly marked “Do Not Use” to ensure the safety of your employees and customers. • All equipment should be repaired and maintained so as to function according to Costa specifications and standards
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Fire alarms, emergency lights and smoke detectors
• System faulty
Scotland – Connelly Security
The fire alarm should be tested weekly and emergency lighting monthly. Check the indicator light on the emergency light is lit (red) if not then the unit needs repairing.
Rest of UK – Protec Franchise Franchise partner
Business Critical
Smoke detectors must not be covered or painted. Protec will conduct a full check on the whole fire alarm system twice a year to include checking the panel, back up batteries, call points, sensors and sounders. If you are unsure the engineer can go through it with you. The emergency lights will be inspected annually by Protec and by Connelly Security in Scotland. If your store is a concession the concession partner is responsible for these elements.
Fire extinguishers
• Discharged extinguishers
• Any repairs
Scotland – Connelly Security Rest of UK – Protec Franchise Franchise partner
Check fire extinguishers on a weekly basis to ensure it is mounted on the wall in the correct location and the fire extinguisher is in date.
Fire extinguishers are inspected annually. If a fire extinguishers has been discharged it needs reporting to refill the unit.
General building repairs
• Roofing • Joinery • Drainage • Sewage
Repairs and Maintenance Helpdesk Franchise Franchise partner
• Lighting • Plumbing • Pest proofing recommendations
Flooring
• Damaged or lifting flooring or carpet
Repairs and Maintenance Helpdesk
Twice a year Macdet will visit and deep clean all carpets (excluding franchise).
Franchise Franchise partner
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Fridges
• Broken unit, not
If under your 12 month warranty contact the supplier
Do not remove shelves to stock more items and do not overstock the fridge - allow the airflow behind the products.
maintaining temperatures under 8°C
After the warranty expires call the Repairs and Maintenance Helpdesk Franchise Franchise partner or supplier direct
Dishwasher
• Broken machine
If under your 12 month warranty contact Winterhalter direct After warranty expires Repairs and Maintenance Helpdesk Franchise Franchise partner or Winterhalter direct
Ice machines
• Machine not producing or maintaining ice
Keep doors closed at all times to maintain temperatures. Clean air vents weekly. Ensure door seals are clean and intact.
Ensure the machine is connected to the cleaning chemicals and the wash arms are not blocked.
Ensure to check the Error message on the display before placing a call. If the unit is fitted with a softener ensure is filled with salt tablets. Use the correct rack and ensure the crockery is stacked correctly. Issues relating to dosing should be directed to Ecolab.
If under your 12 month warranty contact the supplier
Ensure the air vent is clean by cleaning weekly and the vent is unrestricted at all times.
After warranty expires contact Repairs and Maintenance Helpdesk
Keep the lid closed when not in use.
Franchise Franchise partner or supplier direct
Business Critical
Before placing a call check the water is connected and the unit is switched on (excluding franchise). Check if the pump (black box at the back) is in place, has not been knock down and if it is on. The machine will not produce ice if it is full (most of the machines have a pressure sensor) or if the plastic flap indicating level of ice is lifted (older types of the machines).
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Toilets
• Taps
Repairs and Maintenance Helpdesk
Sanitary units, air fresheners and nappy bins should be emptied and changed by PHS.
Franchise Franchise Partner
Franchise Sanitary units, air fresheners and nappy bins should be emptied and changed by your nominated supplier.
• Toilets • Sinks • No hot water • Hand dryers • Disabled rails
Business Critical
• Door locks • Door handles • Sewage Compactors • Broken Mirrors • Pipes • Soap Dispensers
Ecolab Franchise Ecolab or nominated chemical supplier
• Toilet paper dispensers
• Baby changing units
Kimberley Clark Franchise Kimberley Clark or nominated supplier Magrini Franchise Magrini
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Windows
• Glass broken
Repairs and Maintenance Helpdesk
Touch up some any small paint chips if you have some of the correct paint.
Franchise Franchise partner
The help desk runs 24/7 so can be called anytime for window repairs.
• Window frames damaged
• Full re-paint
RDM Franchise Franchise Partner
External heaters, bulbs, umbrellas, awnings and barriers
• Heaters • Bulbs • Umbrellas • Barriers • Awnings • Awning poles
Repairs and Maintenance Helpdesk Franchise Franchise partner Repairs and Maintenance Helpdesk Franchise Franchise partner
Air conditioning
• Broken unit
Repairs and Maintenance Helpdesk
4 times a year MAK services will attend store to clean and service the unit.
Franchise Franchise partner
If your store in a concession store the units are the responsibility of the concession partner. Clean weekly to maintain the unit. Never take the unit apart and before logging a call ensure the controls are switched on and the display is showing, as there is an electrical isolator next to the controls (excluding franchise).
Music
• Machine not
Mood Media
working
To play music in a public area a music license is required. New music will be delivered periodically. If you are a concession, the concession partner may or may not allow music this is outside of the stores control. Music should be played at an acceptable level for all customers. Stores can not use their own music or music systems.
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STORE MAINTENANCE Item
Problem
Coffee machine
• Any fault with the coffee machine
Who to call
Notes
Repairs and Maintenance Helpdesk
• Your coffee machine should be working at all
Franchise Pelican Rouge or Mulmar
• There are two levels of call out, a ‘no coffee’
times. call out or a ‘general repairs’ call out. ’No coffee’ means inability to produce a Brand standard cappuccino.
• If you have a situation where you are unable to produce a Brand standard cappuccino you must call using the maintenance workbook or through your franchise partner, stating your are in a ‘no coffee’ situation.
• The response time to a ‘no coffee’ call out is within 4 hours.
• If you have general repairs to be done call using the maintenance workbook or through your franchise partner telling them it is general repairs needed.
• The response time for general repairs is within 24 hours.
• Every coffee machine must have it’s boiler inspected and certified on an annual basis.
• There is a service schedule and your RDM or franchise partner can access this information. Stores will be contacted to arrange a suitable time for the visit.
• The engineer will show the manager any faults found and how to prevent them.
• All inspections and servicing will be done in store.
• If the same fault occurs within a month of the service a recall should be made immediately. It is covered under the service guarantee and will not incur any costs.
• All new machines are covered by a 12-month warranty.
• If you require consumables such as new group handles etc please complete an order form and call in through the Repairs and Maintenance Helpdesk.
• Please not that blue flashing lights should be reported only if all of them are on - that means the machine has no hot water. One flashing light means your group head is on a ‘sleep’ mode. Hold the button for 5 secs to activate it.
• Always check an error message on the display before placing a call.
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Grinder
• Any faults
Repairs and Maintenance Helpdesk
Check that the grinder is switched on and the hopper chute is open before placing any call-outs.
Franchise Pelican Rouge or Mulmar
• The Mazzer grinder is fitted with a safety cut out should the blades jam.
• If this occurs allow the grinder to cool for 5 minutes and raise the grinder blades using the adjusting screw.
• The grind will then need resetting. • If you need to make a call out please call using the maintenance workbook or through your franchise partner.
• All new machines are covered by a 12-month warranty.
• As a guide, the grinder blades are changed annually at the same time as the boiler inspection.
• Signs that your blades may need changing are: - Very difficult to get the correct grind - Grinder overheats very quickly - The noise will be significantly different – louder and grating.
• The grinder may stop working if the blades are close to each other - before calling the maintenance try to significantly move collar to coarse position (one full turn).
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Water boiler
• Any faults
Repairs and Maintenance Helpdesk
Ensure the boiler is always connected to a water supply when switched on, as failure to do so will burn out the element.
Franchise Pelican Rouge or Mulmar
• No separate service visits are arranged; engineer will check and change taps on the annual major service.
• Any repairs should be carried out by Pelican Rouge or Mulmar using the maintenance workbook or through your franchise partner.
Brita filter
• Filters that need
Brita
changing
• You should check your filter regularly for leaks.
• Ensure the water valves to the filter are in the on position.
• Any repairs needed should be reported using the maintenance workbook or through your franchise partner.
• The filter cartridge inside the unit will be changed every 6 months for most stores.
• The date the filter was changed will be noted on the side of the unit.
• The engineer will show the manager any faults found and how to prevent them.
• Stores should check the reading weekly and record in the Costa compliance log book.
• If the indicator reads 500L, you should call for replacement.
Blenders
• Any faults
Repairs and Maintenance Helpdesk
• For build-in blenders, make sure to clean
Elite Technical Services (Blendtec)
• Replace blender jugs if they are broken or
FEM (Hamilton Beach)
• Any repairs needed should be done through
the dripping tray daily as many of the fault are caused by the base, motor or cable standing in water. noisy. If they are noisy it means that bearing at the bottom got loose. the appropriate company using the maintenance workbook.
• Any replacement jugs or lids should be ordered through BUNZL for Blendtech or FEM for Hamilton Beach.
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Grills
• Any faults
Repairs and Maintenance Helpdesk
• Any repairs needed should be carried out by Marren Microwaves.
• Place a call through the maintenance Marren Microwaves
Merrychef ovens
• Any faults
Repair and Maintenance Helpdesk
workbook or through your franchise partner.
• Always check error messages on the display before placing a call.
Franchise Franchise partner or supplier directly
Cables/ Plugs
• Broken plugs or cables
Repairs and Maintenance Helpdesk
• Any broken cables, plugs or sockets should be reported.
• Extension cables should only be used as an Franchise Franchise Partner
Tills, tablets, phones, faxes, printers and credit card machine
• Tills
Micros Helpdesk
• Printers
Franchise Torrex/WRS
• Phone lines
• No converters or adapters are allowed.
• Tablets • Credit Card Machines
• Phone or fax machine
Internal and external furniture
emergency and for a short period of time.
• Seat Pads loose • Wobbly tables and table tops
• Rips/holes in seats
Lloyds merchant services Franchise Own provider Teffont Franchise Franchise Partner RDM for replacement furniture Franchise Franchise partner
• Badly stained
Once the store has been open for 6 months it will go on a twice yearly cleaning programme with Macdet where all seating is professionally cleaned annually. Additional cleaning can be requested via your RDM (excluding franchise).
furniture
• Damaged chairs • Damaged table tops
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Security alarm
• Repairs needed
Repairs and Maintenance Helpdesk
Ensure the alarm system is set when closing the store/outlet and unset on arrival.
Franchise Franchise Partner
Ensure the code is changed on a regular basis especially when staff who have had a code leave.
between scheduled visits
Ensure any changes in key holder and user codes are notified to the regional security contractor as soon as they occur. The regional security contractor will visit the store/outlet twice a year to check the alarm panel, call points and sensors to ensure they are working correctly and make any adjustments needed. All sounders and indicators will be inspected and the connections to the monitoring stations checked to ensure they are live. If you are unsure how the system works then the engineer will go through this with you. Once a year the regional contractor will visit to check the CCTV systems. Any faults that are due to normal failure of equipment are covered under the preventive maintenance contract. Each store/outlet has a unique reference number (URN) which is owned by the local police force. If the alarm is triggered, this is registered at the regional contractor’s monitoring station. The station will contact the store/outlet keyholder to see if police are required. If the police are required, the monitoring station will call them direct. If the police are called to more than 2 false alarms then they will withdraw the URN, this means police will only respond to 999 calls. If the panic alarm is pressed then the monitoring station will immediately call the police out (Excludes Franchise).
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PRODUCT SUPPLIERS Product
Supplier
Opening times
Benson Signs
Internal and external furniture
Warings Furniture / Polcom Group
External umbrellas
Shades of Comfort
External signage
Benson Signs
Doormat
Repairs and Maintenance Helpdesk
Fire Blankets, Extinguishers and signs
Protec
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PRODUCT SUPPLIERS Product
Supplier
Toilet signs
Repairs and Maintenance Helpdesk or Bensons Signs
Old style blender jugs
BUNZL
Dustbusters
Lyreco
Stepladders Phones Walkie Talkies Vacuum cleaner Vacuum cleaner bags Desk chair Slates
SA Marketing
Wooden block components Cake domes Plates
BUNZL
Replacement planograms
Adare (Electronic copy available on CRC)
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PRODUCT SUPPLIERS Product
Supplier
Display units
SA Marketing
Chocolate shaker
Bunzl
Milk jugs and thermometers
Bunzl
Highchairs
Bunzl
A-Frame
Adare
Newspaper rack
Repairs and Maintenance Helpdesk
Pictures
Bensons Signs
No smoking signs
Bensons Signs
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PRODUCT SUPPLIERS Product
Supplier
Group handles and baskets
Pelican Rouge/Mulmar
Decaffeinated group handle Hopper
Pelican Rouge/Mulmar
Knock our bin and/ or bar
Pelican Rouge/Mulmar
Grind and dose equipment
BUNZL
Stencil
Adare
Lights
Repairs and Maintenance Helpdesk
Blenders
Food Service Equipment Marketing
Grills
Marren Microwaves
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CONTACT LIST
CONTACT LIST Adare
08452997740
Badgemaster
01623723112
Benson Signs
01512981567
BUNZL
08453017607
Customer Services
08701977327
Kuehne + Nagel Customer Services
03300241410
Lyreco – Retail only
08457581208
Micros Helpdesk
08443754552
NSF Helpline
08448472728
O2 Customer Helpline
08444632626
Priority Print
01582663342
Secom
01622723718
UK Retail Stores should log all repairs and maintenance issues through: Repairs and Maintenance Helpdesk
08713861452
UK Franchise Store must have access to a list of qualified and accredited repair and maintenance contractors. All calls should be logged following their own arrangements. Coffee machine issues should be reported directly to: Mulmar
08448263144
Pelican Rouge
02036970620
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Store Operations
N E P O
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STORE OPERATIONS
e r ’ n e i w e Com
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OPENING PROCEDURES Task
What to do
Store walkthrough
Switch on lights, air conditioning and music, check light bulbs and look around for safety hazards that could harm Team Members, customers etc. Ensure that any maintenance issues are spotted and reported promptly
Health & Safety
Ensure that fire exits are unlocked accessible, all escape routes and passageways are free from obstructions and/ or spillages, all floors are in good condition and stairs (if applicable) are in good repair
Bar Coffee machine
Rinse group handles, prepare cloths and jugs with calibrated thermometers
Grinder
Set up the grinder to ensure the correct grind and dose and record the first check on a Heartbeat Sheet
Ice well
Fill the ice well with ice
Undercounter fridges
Check if fridges are fully stocked according to ‘First In First out (FIFO)’ rule and all food is within date
Panini grills/ Merrychef ovens
Switch on and allow to come up to correct temperature
Display units
Set up cake display – clean and sanitize before setting up all cakes according to planogram, check dates on all items from the previous day (all day dots and boxes) and day dot any new cakes using the planogram
Syrups, powders and extras
Check that bar area is fully stocked and day dots have been applied, where applicable
Customer areas Tables and chairs
Check that tables and chairs are organized and clean
Condiment unit and Prepare newspapers and check that condiment unit is clean and fully stocked and replace a bin bag newspapers Toilets
Check if toilets have been cleaned and are fully stocked
Sandwich fridge
Check dates and stock rotation, ensure all gaps are filled
Back of House (BOH) Dishwasher
Switch on the dishwasher and run an empty cycle
Delivery
In case of nighttime delivery, ensure that all chilled products have been placed in fridges and take rest to the stock room, check the dates
Shop areas Fridges/Freezers/ Display units
Check and record storage temperatures of fridges and freezers (kitchen, bar and sandwich display) and check to ensure food is within date. When the box in Compliance Log Book is shaded take a between pack temperature
Floor
Check that floor is clean
Bins
Replace bin bags
Outside
Assess the condition and cleanness of windows, doors and walls. Check that pavement is clean and rubbish free. Set up tables and chairs neatly, place ashtrays where necessary
Paperwork Safe and tills
Check safe for banking, count safe float and place change order if needed, set up tills and allow time for any updates to load
Compliance Log Book
Fill in appropriate sections after the completing all required safety checks
Daily Pest Walk (UK Equity)
Any UK Equity stores using the Daily Pest Walk must complete all the associated checks and cleaning tasks before the store can open
The above is a general guidance for the store. If you have more equipment or need to complete additional tasks, make sure that your team members are aware of them and are completing additional requirements.
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CLOSING PROCEDURES Task Bar
What to do
Coffee machine
Clean milk thermometers, metal clips, milk jugs and coffee machine following Brand standards, wipe underneath the machine, soak and clean group handles and set up for the morning
Grinder
Empty hopper and dosing chamber, dispose of and record any waste and clean the grinder
Ice well
Remove all remaining ice and the drip tray, clean, sanitize and allow to dry overnight
Blenders
Clean and sanitize blender jugs and lids, wipe bases and clean drip trays (for built-in blenders)
Undercounter fridges
Clean and sanitize, check for out of date food, record and dispose of wastage and fully restock following ‘First in first out (FIFO)’ rule (note any food going out of date the next day)
Cake display
Remove cakes and store them in the covered box overnight, wash plates and slates, clean and sanitize the interior of the display unit and wipe glass panels
Panini grills / Merrychef ovens
Turn off grills or ovens and wait for them to cool down, clean grill plates and shelves, handles, move grills and clean underneath, take chopping boards, knives and tongs to be washed. Clean surrounding area and set up for the morning
Counter top and cupboards
Clean and sanitize the counter surface, cupboard doors, handles and interiors (clean using hot soapy water)
Syrups, powders and extras
Remove all syrup pumps and wash underneath with hot water, wipe bottles, check levels of all powders (chocolate, vanilla, chai) and extras (marshmallows, flakes) and restock following ‘First in first out (FIFO)’ rule and ensure all decanted items are labelled correctly and in date
Consumables
Restock takeaway cups, lids, straws and napkins
Customer areas Tables and chairs
Wipe all tables and highchairs, neatly arrange chairs
Condiment unit and Clean the unit, restock sugar, napkins and straws, remove the bin liner, clean and sanitize the bin and throw newspapers away old newspapers Toilets
Clean floor, sink, toilet and mirrors, replace bin bags in all bins (except sanitary bins), restock toilet paper and hand paper towels
Back of House (BOH) Dishwasher
Close down and clean using the self-wash cycle, check chemical and salt levels, remove and clean washing jets, filters and metal trays under running water, leave open over night
Shop areas Fridges/ display units/shelving
Check for out of date products, record and dispose of wastage and restock the fridges/ displays and shelves following ‘First in first out (FIFO)’ rule Note any items close to the end of shelf life
BOH floor
Sweep and mop the floor areas back of house, e.g. kitchen, office and staff room
Floors
Sweep and mop behind the counter and customers seating area
Sinks
Clean and sanitize all sinks, wipe surrounding surfaces and water taps
Bins
Empty all bins, clean and sanitize inside and leave to dry overnight
Outside
Bring ashtrays and furniture inside and sweep floor
Paperwork Tills and tablet
Process waste and staff drinks, cash up and file paperwork, put tablet on charge
Compliance Log Book
Complete and sign off in end of day Cleaning, Health & Safety and Banking checks Remember: before you fill in the book, you must be sure that all tasks and checks have been completed and any actions required logged and reported
Store walkthrough
Leave the store as you would like to find it in the morning Switch off the air conditioning, music and lights, check if all doors and windows are locked, set up the alarm and close the store
The above is a general guidance for the store. If you have more equipment or need to complete additional tasks, make sure that your team members are aware of them and are completing additional requirements.
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KUEHNE + NAGEL
Orders • Orders must be placed by 3pm on Caterwide, 12pm for WRS and 1pm by fax, two days before the order is required - e.g. an order is placed on Monday (Day 1), delivered on Tuesday (Day 2) and the stock is to be used for trade on Wednesday (Day 3). • Amendments to orders via K+N Customer Services will not be accepted after 3.30pm. They are used as an exception only, and not on a regular basis by a store. • Corporate partners must place orders by fax or email on the most current order form provided by the Costa Supply Chain team, and partners must not edit the forms. • Any stores/outlets that have not placed an order by the cut off time will receive a pre-agreed contingency order which cannot be amended or rejected. • If the store is a non-keyholder customer and the delivery is going to arrive more than one hour after the scheduled time, the K+N Customer Service team will attempt to telephone to advise.
Night-time deliveries • The K+N driver will put chilled products into the back of house fridges. Please ensure chilled and ambient storage areas are labeled to show where deliveries are to be left. • Stores should organise their fridges daily to ensure there is enough space for the chilled delivery and that all stock is rotated properly, with four properly fitted shelves. • If no chilled storage space is available, the chilled products will be returned to the depot and the store will still be charge. • The drivers will leave the delivery note, which will include the temperature. If there are any issues with the delivery (e.g. full fridges, key or alarm problem) the K+N driver will leave a ‘sorry note’ with a reference number. • K+N driver will only deliver to the main store/outlet and not to separate storage locations.
Claims • Any shortage of 4 cases (or more) must be reported to K+N Customer Services within 24 hrs of delivery and please note the call reference number. You will not be automatically credited, as this is captured for investigation and monitoring purposes. The store will receive a monthly GCR credit as per the GCR process and Whitbread/ Costa contract. • For all deliveries, checks of High Value goods are completed at point of delivery. Stores may receive credits for shortages of high value goods further to investigation by K+N, which is outside of any GCR rebate. • If a store/outlet receives a delivery of pastries after 11am on Day 3 of order process, or cold eat sandwiches after 12pm on Day 3 of order process, they will be credited when a K+N investigation has been completed. • Stores will receive a weekly statement showing the details of all deliveries made to your store/outlet and any credits issued over a seven day period. If your store does not receive a weekly statement, please contact K+N Customer Service to request a copy.
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KUEHNE + NAGEL CALL CENTRE Kuehne + Nagel customer service centre is your first point of contact if you have any problems or queries concerning deliveries.
Reporting issues to Kuehne+Nagel and NSF Kuehne+Nagel Customer Services To report any problems or queries concerning K+N deliveries call K+N Customer Services team: 0330 024 1410 (please note all calls are recorded) Operating hours: 07.00 - 17.00 Monday to Saturday, and 08.30 - 16.30 on Sunday Please make a note of the call reference number from the Customer Service team.
When should I call K+N Customer Services? NSF helpline NSF (previously known as CMI) monitor all supplier-related complaints and identify any trends or patterns so wider corrective action or improvements can be made. If you have any complaints regarding the food or beverage products, please contact the NSF complaints team: Telephone number: 0844 847 2728 Press 1 – To report a product quality issue, a damaged product or a foreign body complaint Press 3 – To report an alleged food poisoning incident Operating hours: 09.00 – 17.00 Monday to Friday Late Delivery High Value item shortage Refurbishment/store closures
Need to add something to
I have received a
my order
contingency order
Missing or Extra - 4 or more
Received extra cases (overs)
items
on delivery
Road closures near the store
Seasonal events or large
notification Blue totes not collected
local events Product (external case)
Issues with collection of
damaged in transit
food/coffee waste etc
GCR non compliance
K+N driver feedback
Temperature issues
Alarms issues
Fridge door issues
I need to escalate a problem
When should I call NSF Helpline? For store related issues report to area manager / franchise partner. Food poisoning
Product Quality
Best Before Date query
Foreign Bodies
Shelf life issues
Issue with case label
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BUNZL
Order • Each store has a designated order day and delivery day • An order can be placed on the designated day from 8.30am – 4.00pm • To place the order stores should call: BUNZL 08453017607 • When contacting BUNZL the following information will be needed: – Store account number – Product code and description – Quantity • As a good practice stores should use the BUNZL ordering sheet • If a store has not placed an order by 2.00pm BUNZL will attempt to contact the store • Any items ordered outside of the designated day will incur an additional courier charge (price on application)
Delivery • Stores work on a fortnightly delivery from BUNZL • Deliveries must be checked and signed for at point of delivery • Any shortages/errors should be marked on the POD or hand held device at time of signing • Any quality issues/errors found after the delivery should be reported within 48 hours of delivery • Any items out of stock will be communicated to the store at the time of order and placed on back order • Back orders identified as critical lines will be dispatched within 48 hours of the line being back in stock • Any non critical back order items will be delivered to the store on the next scheduled delivery once the line is back in stock Ensure you are ready for the delivery and have enough organised storage space to put the delivery away. For the stores not ordering their consumables from BUNZL, please follow your company arrangements.
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NO SMOKING POLICY Smoking is not allowed in any enclosed workplace or public building in the UK and the majority of our International markets.
Tools needed • No smoking signs
• Glass ashtrays
No smoking policy • All Costa stores are no smoking • All stores must display a sign no smaller than A5 at the entrance explaining that it is against the law to smoke on the premises • This does not apply to takeaway kiosks • Costa has taken the decision not to allow electric cigarettes. This is following extensive competitor and high street retailers research, to ensure we are in line with the market place. However, we will be reviewing this policy every 6 months • Should customer feedback within stores locally require the need for a no smoking section outside this could be implemented to ensure comfort for all customers wishing to sit externally. The guideline is that if there are 10 or more outside tables, the seating area should be split into designated smoking and no smoking areas. If possible try and locate the smoking section away from the store entrance to avoid smoke entering the store. If your store carries additional outside barriers these could be used to separate and define both areas. All no smoking tables must clearly be defined with a no smoking roundel sticker placed on the middle of each designated table which are available to order from Benson signs (source locally internationally)All customers who choose to sit outside may smoke and if outside seating areas don’t have separate smoking and No Smoking areas then all tables should have a clean glass ashtray on it • Ashtrays must be cleaned after every use to ensure they are clean and ready for the next customer
Smoking / No smoking outside areas • If there is a need for a No Smoking section outside the store it could be implemented to ensure comfort for all customers wishing to sit externally • If store has 10 or more outside tables the following guideline might be implemented: − Tables should be split into designated smoking areas and No Smoking areas − If possible the smoking section should be located away from the store entrance to avoid smoke entering the store − If your store carries additional outside barriers these could be used to separate and define both areas − All No Smoking tables must clearly be defined with a No Smoking roundel sticker placed in the centre of each designated table which are available to order from Benson signs
Smoking inside areas (International Costa stores only) • If store offers individual indoor smoking section for customers it must be clearly marked • The section must be well ventilated and smoke must not get into other parts of the store • All tables should have a clean ashtray on it
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NEWSPAPERS Having papers for customers to read creates a relaxing atmosphere in store.
Tools needed • A minimum of 3 newspapers • Paper rack where possible
How to store newspapers? • All stores with any type of seating area, including railway kiosks with seating must provide free papers to read • If a store/outlet does not have a paper rack it should still stock papers but place them on the counter or the condiment station • Stores must have a selection of national newspapers available • There should be at least three newspapers: −Quality broadsheet e.g. The Telegraph −Quality tabloid e.g. The Mail −Red top e.g. The Mirror • In addition stores can have a selection of local/free papers or evening papers • The Metro is classed as a free paper • Stores can tailor their selection of papers if requested by customers • If customers leave their own papers in stores they can be displayed as long as they are a suitable paper • It may be advisable to label your papers on the top to prevent people trying to take them • Papers should be purchased through petty cash
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TIPS COLLECTION We do not label the tips cup as customers should feel free to leave any money they want and not feel pressured into it.
Tools needed • China Massimo cup
How to collect tips? • If collected, all tips should be collected in a clean china Massimo cup placed on the front of the counter • Signs must never be placed on or in the cup to indicate it is for tips • Thank you signs must never be placed on or in the cup, leave the cup blank • The cup should not be placed on a saucer, just straight onto the counter • The cup should not be filled up with water, coffee beans or anything else to prevent theft Drive Through stores: Massimo cup should be placed inside of the service window, near the card machine. It is not safe to place a cup on the outside window edge as it can be easily knock down or stolen.
Costa Foundation Box Stores should use the Costa Foundation Box provided by Costa to collect money for this charity. The box should be placed on the counter and customers should have a choice on donating their money. Stores can alternatively collect money for the Costa Foundation or for franchise associated charities into a massimo cup.
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DOGS AT COSTA UK specific
Although we do not allow dogs in our stores, Assistance dogs are welcome.
Assistance Dogs Assistance dogs help to transform the lives of people with disabilities, enabling them to live independently. These dogs are carefully selected and undergo an extensive training programme before being placed with their owner: all accredited Assistance dogs must pass a public access test and undergo task training which is specific to the disability of the person they will be assisting. The dog’s behaviour is a key part of this training – it has been trained to lie quietly under tables and it should not cause any disruption. Dogs’ owners will also have had specialised training in the safe and effective use of their dog.
Types of Assistance dogs All owners and trainers of the Assistance dogs will carry ID and the assistance dog will be wearing the appropriate harness at all times, as identified below. Guide dogs (White Harness with yellow strips) Guide dogs wear fluorescent strips around their white harness. They help blind and visually-impaired people move around by directing the person, stopping at kerbs until a command to cross is given and judging height so the owner doesn’t bump their head. Assistance dogs trained by Canine Partners (Purple Harness) Assistance dogs trained by Dogs for Good (Yellow or Green Harness) Assistance dogs trained by Canine Partners or Dogs for Good (Dogs for the Disabled) assist with a range of daily tasks that may be difficult, painful or impossible to perform. Assistance dogs carry out activities such as unloading the washing machine, shopping and opening and closing doors. Assistance In Disability - A.I.D dogs (Red Harness) Assistance In Disability dogs, like Canine Partners’ trained dogs, help disabled people with daily tasks but are trained up by living with their disabled owner. Support Dogs (Blue Harness) Among a number of trained assistance dogs are seizure alert dogs who can detect an epileptic seizure up to 50 minutes before it happens. Hearing dogs (Burgundy Harness) Hearing dogs for deaf people hear sounds and danger signals such as the fire alarm, telephone and doorbell. Please be advised that the Assistance dogs in training are also allowed at Costa. Assistance Dogs are only permitted in the customer areas of our stores; never behind the counter or in any back of house areas. If the user of an Assistance Dog asks for water for their dog or a dog water bowl to be filled, please fill a takeaway cup from the tap and pour water from this into the owner’s bowl once it is in place on the floor – this will minimise any contamination or spills.
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MARKETING
Marketing materials are designed to maximise the impact on the customer journey and should be displayed as specified in the Point Of Sale Guide. To ensure all information is clearly visible to the customer Costa must comply with the “The Price Marketing (Food & Drink Services) Order 2003” which states all food & drink items must have their retail prices clearly displayed.
Types of marketing and customer communication materials • POS Guide and POS materials, e.g. posters, table talkers, A-frames • Price labels, pricing counter cards and label holders • DDA Poster, no smoking sign, opening times • Baby changing facilities, payment methods • Local security (optional)
How to display marketing materials? Point Of Sale • With every campaign, point of sale (POS) will be supplied to the store along with a guide • Using the guide to refer to, stores must check if all POS has arrived and it is in a good state of repair • POS must be checked immediately on receipt to ensure enough time to redeliver broken/missing items • All POS must be displayed as specified in POS Guide ensuring posters are displayed appropriately for maximum effect • At the end of a campaign, please dispose of old POS as directed in the items to destroy list of the new POS Guide Any missing/damaged/additional POS requests should be reported to the supplier (please see POS Guide for contact details).
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CUSTOMER COMMUNICATION MATERIALS Price Labels • Every month, new price labels will be issued for any products affected by a change in price. • Please display these in a holder next to the appropriate product as instructed in the POS Guide • All sellable items in the store should be labelled • Back bar/merchandise and window displays must all be price labelled • If 2 items or more are displayed separately within a store they must both be price labelled • Stores must never manually alter a price labels – if more labels are required they should be ordered
Signage • Legal, safety and opening hours posters must be displayed in view of the customer • Opening hours should be reviewed seasonally to ensure a store is maximising sales potential Stores who do not follow the Costa product pricing structure – please contact your franchise partner for additional labels/menu boards. Stores should not produce their own posters/signs or labels. No home produced signage is permitted anywhere in the store.
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SAMPLING/ LOCAL STORE MARKETING Local store marketing can increase sales, build store and Brand awareness, increase customer loyalty and drive footfall. Research demonstrates that once a customer has sampled a product they are 5 times more likely to buy.
Local Store Marketing • Stores should identify the challenges they are facing and research local area, customer profile and competitor actions • Plan a local store marketing activity e.g. Hold a family day in store / kids competition / encourage local community groups to have their meetings in store • Select the correct toolkit items to overcome challenges, or investigate bespoke solutions specific to your store/area • Evaluate the activity
Sampling • The store management team should select a suitable team member who can confidently engage with the public and encourage customers to ‘try before they buy’ • Identify suitable products and times to sample according to the store type and customer profile, e.g. Granola Bar in the morning, Panini’s at lunch, Shortbread in the afternoon • Use the sampling tray to sample both hot and cold food and drink items • Sampling can be done inside the store to drive uptake of additional products, or outside • Plans should be adapted depending on the individual store’s requirements • Sampling should be tailored to weather conditions and customer/store types
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COSTA CHECK
Costa Check
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SERVICE
EXCELLENCE
SERVICE EXCELLENCE
Uniform Customer Journey Food
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UNIFORM
Uniform
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UNIFORM Our uniforms create a professional appearance for our Team Members and a unified image for the company. It must be always clean.
Costa uniform Shirt
• All team members and managers must wear the correct shirt either with Barista, Barista Maestro printed on the back or Manager printed on the front • Shirts must be clean, ironed and the correct size • Shirts must be tucked in and if the sleeves are rolled up the sleeve tapes should be used • T-shirts can be worn underneath shirts but must not be visible • Maternity uniform is as above but in larger sizes
Black trousers
• Full length plain black trousers without pinstripes • No jeans, leggings, skinny trousers, pinstripe or combat trousers • Black socks should be worn with trousers
Black skirt
• Plain black skirt must be worn no more than 1 inch above or below the knee • Black or natural tights should be worn with skirts - bare legs are not Costa Brand standard
Apron
• Short style Costa apron or manager apron • Aprons are not recommended in late stages of pregnancy
Black shoes
• Enclosed, polishable shoes with grips on soles, to reduce the risk of accidents and potential injury • If the correct footwear is not worn then Team Member should be sent home to change • No suede, trainers, ballet pump style, backless or open-toed shoes • Your feet and ankles should always be covered with black socks or black/natural coloured tights (girls only)
Name badge
• Name badges must be worn on the front left of the shirt in the eyelets provided
Other badges
• Other badges should be worn where applicable
Belt
• If worn belt must be black and have a discreet buckle
Jacket or gilet
• If jackets or gilets are provided you must move your name badge to the outside so it is still visible to customers
Costa International
• Only Costa caps are allowed • Where head scarfs are worn these should be plain black
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PERSONAL PRESENTATION Team Members must take care not to offend customers and colleagues with their personal hygiene.
Team members should feel free to express themselves at work while remembering the following stipulations:
• Hair should be clean and neatly styled • Longer hair must be tied back and worn off the face • Beards and moustaches must be neat and well trimmed • If normally clean-shaven it is not acceptable to be at work unshaven • Strong perfumes/aftershaves are not appropriate at work • False nails, nail varnish (incl. clear nail varnish) or nail art are unacceptable • False eyelashes and any stuck on face art is not allowed as they could fall off • Tattoos that may offend others must be covered wherever possible • A watch may be worn • No bracelets and wrist bands are permitted • Only 1 ring of plain design or 1 wedding ring is to be worn • Necklaces and religious symbols are to be worn inside the shirt neckline and not visible • Earrings must be sleeper hoop style without detachable backs, no bigger than 1-2cms in diameter and only1 earring per ear is permitted • If a piercing cannot be removed, i.e. eyebrow or lip, it must be covered by a blue plaster • If you are unsure if certain styles of piercings or jewellery are permitted, just consider if it has the risk of falling off or out contaminating food or harbouring dirt
Personal hygiene When at work, it is always important to maintain strict standards of personal hygiene. Everyone carries certain bacteria on their skin and hair, in their mouth, in cuts and on their clothes which can potentially be passed onto food and contaminate it.
Rules of personal hygiene Always
Never
• Have a bath or shower before work
• Sneeze or cough over food or drink
• Have short, clean fingernails
• Eat or drink whilst handling food
• Cover cuts, sores and grazes with blue plaster and clean dressing
• Smoke or spit in food areas
• Get a clearance from the shift leader if you are or have been ill
• Touch food with your hands
• Wash your hands if you touch your hair or face
• Handle ice with your hands
All Team Members should have completed the Food Handler’s Questionnaire before starting work UK Equity only. It can be found in the Food Safety Policy in the Health & Safety Manual. Franchise stores should refer to their own arrangements for their Personal Hygiene Policies.
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BADGES Name badges are worn to let customers identify with team members.
Costa badges • Country of origin flags are there to allow Team Members to show where they are from and to also help customers who may speak their language to communicate more effectively if they require • Team Members do not have to display their country of origin if they do not want to • Always have spare badges in store in case a Team Member forgets theirs • Any promotional/seasonal badges can be worn anywhere on the shirt but should not be worn after the promotion/season has finished • Franchise stores can use this supplier on the same terms or may wish to use another supplier if products can be matched
Name badges New starter
Barista stated on badge, country of origin if applicable, ‘In training’ flag attached.
Barista
First name, Barista stated on badge and Country of origin flag if applicable. The in training flag should be removed after completion of your Delivering Great Coffee workbook and Delivering an unbeatable Coffee experience workbook/ Showcase documents
Barista Maestro
First name, Barista Maestro stated on badge and Country if origin if applicable. Barista Maestro should only be added when the Barista Maestro course has been passed and Barista Maestro workbooks and Barista Maestro showcase have been completed.
Assistant Manager
First name and surname, Assistant Manager stated on badge and country of origin if applicable. Only when the Store Management Core Skills Workbook has been completed.
Store Manager
First name and surname, Store Manager stated on badge and country of origin if applicable.
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Bean badges Single bean
Only to be worn when your Coffee Skills Workbook has been completed, this should be worn on the left hand side on the collar of your shirt.
Double bean
Only to be worn when the Barista Maestro course has been passed, the single bean should be removed and replaced by your double bean also worn on the left hand side on the collar of your shirt.
Flat white
These badges should be worn when team members can consistently produce a Florette on top of our Flat White, this badge should be worn on the right hand side on the collar of your shirt.
Flying bean
Any flying bean or other badges that are awarded out of recognition should be worn on the right hand side on the collar of your shirt.
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HAND WASHING Thorough hand washing is the best way to prevent the spread of bacteria or viruses and prevent infections spreading.
Washing hands with soap and clean, running water is one of the most important steps you can take to avoid infection and spreading germs to others. Hand wash basins and toilet facilities must be kept clean and fully stocked at all times.
All Team members should wash their hands with soap: Before
After
• Starting work
• Using the toilet
• Handling food
• Handling rubbish
• Handling ready to eat food
• Smoking or eating • Blowing nose, sneezing or coughing • Handling cleaning equipment and chemicals • Every break
Correct method of hand washing
1. Palm to palm
2. Right palm over left upper side and left palm over right upper side
3. Palm to palm fingers interlace
4. Back of fingers to opposing palm with fingers interlocked
5. Rotational rubbing of right thumb clasped in left palm and vice versa
6. Rotational rubbing backwards and forwards with clasped fingers of right hand in left palm and vice versa
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CUSTOMER JOURNEY
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THE 4 A’S Getting to know our customers to leave them smiling.
Every customer’s idea of a perfect experience is different, their needs and wants will differ depending upon the reason for their visit. However no matter what our customers are looking for, a comfy window seat to watch the world go by, some quality time, a place to catch up with friends, or simply a coffee and a warm feeling – whenever they come to Costa, anywhere in the world, we want them to leave smiling. In order to ensure this happens we need to understand what they want from their experience and match that expectation by doing whatever it takes to deliver it. Let’s look at the key stages of the customer experience at Costa...
T I C I PAT I O N
Your customers will have needs and wants before they visit your store. Therefore, before they arrive, they will have some expectations of their visit; the quality of the product, the service, and the environment
A R R I VA L
Once inside there are many things that can influence the customers perception of the service. The friendliness of the team, speed of service and the overall delivery of their experience. Does it match or exceed their expectations?
AN
AM
AF
BIE N C E
On arrival at the store the customer will start to make decisions based on how the store appears. These initial impressions will form the customer’s opinion of your store. Is it clean and well presented? Does it look busy but well organised, calm and relaxing? Finally, the overall experience of the customer journey will leave a lasting impression. This will influence their decisions to return and whether they will recommend your store to others.
TERGLO W
This is the foundation of the customer experience. The reason to visit and the products they buy may change, however every customer will experience these stages.
Why? Coffee will always be at the heart of our business. So our customers can be rest assured that every cup of Costa coffee is made with real skill and passion, using our unique, slow roasted Mocha Italia blend. Alongside our passion for crafting coffee, is an appreciation and respect for our customers’ valuable time. So we’re committed to being efficient and swift, without compromising on service or quality. Finally, there must always be the ambition to leave every customer smiling, with a warm welcome, a genuinely friendly face and the desire to delight.
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TO SERVE IRRESISTIBLE COFFEE
AT SPEED
THAT LEAVES YOU SMILING
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CUSTOMERS REASONS TO VISIT COSTA There are many differing reasons why our customers choose to visit Costa. However, through extensive research we have identified that there are 3 main types of customer that visit Costa: • Familiar • Speedy • Sociable To understand the different expectations of what a perfect customer experience is for our different customers, the following allows you and your teams to think about how you can adapt the style of service to match their expectations.
Familiar A relaxed drinking customer taking a break from their day. A loyal regular, drinks in and knows what they want.
How the customer WANTS to feel • Relaxed • Comfortable • Personal recognition, wants to be treated as an individual • Feel special, “I’ve treated myself”
Key needs • Relaxed drinking • Somewhere to relax on their own, read the paper/book, wants a treat and an opportunity to indulge • Wants to be recognised, feel connected to the coffee shop • Part of the family • Comfortable atmosphere • Friendly and efficient service
What to look out for… • Familiar customers may have a book, newspapers/pads • Regular, tending to come in at the same time every visit • Will ask for exact drink and size • They know you and your products, will not be looking or reading the menu boards. Possibly looking at the cakes and pastries, waiting for you to recommend
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CUSTOMERS REASONS TO VISIT COSTA Speedy A classic recharge customer, typically grab and go (take away) and very regular, tends to come in and order the same drink at the same time every day.
How the customer WANTS to feel • Satisfied and recharged • Proud to be recognised by the team • Sense of efficiency, “I know they were busy, they didn’t let me down, working hard”
Key needs • Grab & Go • Convenient location • Great coffee to drink quickly on the move • Quick visit, with little need to queue • Points on my Costa Coffee Club
What to look out for…. • Speedy customers will often be dressed for work, briefcase/laptop bag, Reading their phone when in the queue. Will have Coffee Club Card ready • They are likely to ask for the exact drink, size, food they want as they are very regular and know exactly what they want
Sociable Relaxed breakfast, laid-back lunch or an afternoon treat. Comes to store with different groups, using the store as a social meeting point, has a variety of favourites. Is always open to trying new products.
How the customer WANTS to feel • Recognised, engage in small talk • Relaxed • I want the group I’m with to have a great time • I’m here to relax and enjoy time with my friends
Key needs • Relaxed eating and drinking • An enjoyable food experience • A place to meet, relax and socialise, have fun • Clean and comfortable environment • Personal service and product recommendations that fit the time of day
What to look out for… • Groups of two or more, shopping bags, buggies • Chatting Partners or business colleagues talking about work
Remember Always think like a customer and how you would like to be treated in every situation.
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FUNDAMENTAL SERVICE STANDARDS Consistently delivering perfect Brand standards will meet the 3 customer type’s fundamental expectations. Every customer type as a minimum expects great coffee served in a clean comfortable environment served by someone who genuinely cares.
Why? Delivering consistent brand standards will ensure whether a customer is visiting a store in Birmingham or Beijing they will receive the same fundamental level of service.
Service Excellence standards set by Costa: • Uniform standards and team members appearance are kept to Costa Brand standard • Team Members do not eat or drink behind the counter. Uniform is covered when on break • Team Members are deployed to give efficient service • All Customers are acknowledged whilst in the queue • All Customers are greeted in a welcoming manner • Team Members alter their service style to treat each Customer accordingly to their needs • Team Members smile and make appropriate eye contact • Team Members engage with Customers at all given opportunities • All market specific service styles achieve Costa Brand standard service times of 5 minutes for the full order • Team Members confirm the price of the bill, confirm the amount of any change and return correct change and the receipt (UK upon request) to the Customer Please refer to the Costa Check guidelines for an in-depth explanation of each standard. To support the delivery of operational service excellence please refer to the Deployment for Growth – Deployment Maps folder.
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REGULAR COUNTER SERVICE Costa offer counter service as standard, which means customers place and receive their order at the counter.
All of our customers have individual needs and wants, the basic service standards are the minimum expectations that our customers require from us.
Customer journey at Costa’s stores • Team members should acknowledge customers who are queueing either verbally (e.g. I’ll be with you in a moment’) or with eye contact and a smile. This should be achieved up to the 5th customer in the queue or within 2 minutes of customers joining the queue • Anyone can acknowledge customers – it does not have to be the team member on the till • Before placing the order the customer should be verbally greeted by the team member at the till with a “Hello”, “Good morning” or similar friendly and welcoming greeting • “Next”, “Yes” or “What can I get you” are not greetings • Team members must check if the customer is eating in or if their order is to takeaway after the customer has been greeted • Team members should encourage customers to upgrade their order by suggesting relevant additional items • All customers should be served and receive their drink and any cold food within 5 minutes of joining the queue. This should be achieved every time • If hot food has been purchased it should be delivered to the customer within 5 minutes from paying for the order • Team members should offer to help any customer who needs assistance to their table, especially parents with prams, customers with lots of shopping bags etc
How to serve customers at speed • When customer volume increases the correct team deployment must be used to ensure customers receive the efficient service • For stores with multiple tills and coffee machines – all tills and machines must be set up and ready to use in forecasted mid and peak trading hours • At any time that the queue has over 4 customers and there are 4 (or more) team members working the 2nd till and machine must be used to maximise efficiency and customer satisfaction Remember, you can make your customers feel at home by asking 2 or 3 every hour if they are enjoying their coffee and if they would like another one. This will help you understand how your customers are feeling and also increase your sales.
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NON REGULAR COUNTER SERVICE In some of our international markets service is flexible according to market – specific customer needs.
Whilst in some cases we may be required to adapt our service style to meet our customer needs globally it is important that we still continue to meet our Brand standard service times. Below you can see 2 examples of how a varied service style may be offered.
Customers place their order at the counter and receive it at the table • Team members should acknowledge customers who are queueing either verbally (e.g. I’ll be with you in a moment’) or with eye contact and a smile. This should be achieved up to the 5th customer in the queue or within 2 minutes of the customer joining the queue • Anyone can acknowledge customers – it does not have to be the team member on the till • Before placing the order customers should be verbally greeted by the team member at the till with a “Hello”, “Good morning” or similar friendly and welcoming greeting • “Next”, “Yes” or “What can I get you” are not greetings • Team members must check whether the customer is eating in or if their order is to takeaway • Team members should encourage customers to upgrade their order by upselling additional items • In case of eating in team members should confirm that the order will be served to the customer at the table • If hot food has been purchased it should be delivered to the customer within 5 minutes from paying for the order • Full orders should be completed and received at the table within 5 minutes of being placed If your market chooses this non regular counter service it is required that you still meet the overall Brand standard service time of 5 minutes for all customers to receive their order.
Customers place and receive their order at the table • Every customer should be welcomed with a friendly greeting, when they walk into the store or as soon as they sit down at the table • Should customer volume increase, every customer must be acknowledged and this could be in the form “I’ll be with you in a minute” or similar • All customers should have their order taken within 2 minutes of sitting down at the table • Team members should encourage customers to upgrade their order by upselling additional items • If hot food has been purchased it should be delivered to the customer within 5 minutes from paying for the order • Full orders should be completed and received at the table within 5 minutes of being placed If your market chooses this non regular counter service it is required that you still meet the overall Brand standard service time of 5 minutes for all customers to receive their order. Remember, you can make your customers feel at home by asking 2 or 3 every hour if they are enjoying their coffee and if they would like another one. This will help you understand how your customers are feeling and also increase your sales.
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DRIVE THRU Costa drive thru is a convenient place to get a cup of coffee, for customers on the move or with no time to sit down in the store.
Customer journey at Costa’s Drive Thru stores • When customers arrive at the speaker booth to be served, they should be greeted in a personal but appropriate way • Team members should encourage customers to upgrade their order by suggesting relevant additional items • All customers should be served and receive their drink and any cold food within 3 minutes of arrival to the speaker booth. This should be achieved every time • If hot food has been ordered waiting time will increase - cars should be parked immediately at the team member’s discretion • Customers with parked orders should be informed of an expected wait time before finalising the order – order should be delivered within 5 minutes • Customers should be greeted again at the arrival to the service window (with good eye contact and a welcoming smile) • All drinks should be served to the following Costa Brand standard: • Milk should be heated to 140°F -160°F depending on drink • Only one lid should be placed by Barista on the cup • Drinks shouldn’t be double cupped • All drinks should be filled leaving 1cm gap from the top • For multiple drinks orders, a cup carrier must be offered and required drinks should have their name written on the lid • If sugar has been requested it should be put in the drink – stirrer should be inserted through the lids air vent to indicate this • Team members should confirm placed order while handling it to the customer In case of contactless payment cards, choice should be offered to the customer – some customers may still wish to enter their pin. Customers may choose their drink extra hot – if this has been requested switch off at 160°F.
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COMPLIMENTS AND COMPLAINTS Customers should always receive the perfect coffee break. If they feel that they haven’t, they should be given the opportunity to speak to someone about it.
Customer Services receive complaints, compliments and brand feedback on a regular basis. However, stores should always aim to recover any customer complaints that arise in store in the first instance.
How to deal with a complaint? • Customers should receive their food and drink order perfectly first time • If this fails to happen, Costa will replace it immediately free of charge without question • If you receive a complaint always apologise • If a customer does not want a replacement product then a full refund must be offered • In the first instance the complaint should be managed in store • Customer services is an escalation service of final resort • If a customer wishes to escalate the complaint you should give them the customer services details • A manager should deal with all food quality complaints and use K&N/food supplier when necessary. UK Equity stores: Full details are in the store management core skills workbook and health and safety manual; Franchise stores: stores should use their company’s arrangements • If a customer contacts customer services, an advisor will assess the situation and in 95% of cases resolve it immediately • Where applicable they will send a letter and a Costa Card (retail only) • You should thank anyone who gives you any compliments in store/outlet • We don’t encourage you having a customer comment book in your store/outlet
Simple steps to recover the complaint! 1. Acknowledge the customer and apologise – Saying sorry is a powerful thing. Keep a watch out to see if customers look like they have an issue or problem. If you can see an unhappy customer, approach them with a view to receive before the customer highlights to you. Always listen to the customer and apologise. 2. Listen to what the customer is saying – Don’t be defensive, put yourself in their shoes. Ask questions, probe what is the problem that needs to be recovered. Think what will make this better, what will make the customer feel good? If necessary – offer replacement or refund. 3. Say Sorry Again – Don’t debate with the customer and take personal responsibility. Customers don’t want excuses – they just want their problem fixed. Remember, 25% of all complaints are about team attitude: this is when the team takes it personally. 4. Involve the customer in the solution – Find out what will make the customer feel good. Ask “what can I do to fix it?” They will have the answer, they know what they want. At this moment the most important thing is to make the customer smile – we can deal with the deeper problem later. 5. See it through to the end – Check back, consider the afterglow you want to achieve. Whatever you do, you must check back to ensure the customer is satisfied with what you have done. At Costa we offer a premium product and we have a duty of care to our customers to ensure that we offer a premium service to accompany this. In most cases, our customers want their complaints resolved with as little fuss as possible.
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LOST PROPERTY Always ensure that lost property is secured immediately after it is found and that all store management know about it.
How to deal with lost property? • If an item of customer property is found or handed in, the duty manager should be informed immediately • Care should be taken when storing the item – it should be returned in the same condition in which it was left • It should be wrapped (if appropriate), labelled and kept secure for a minimum of 3 months • Cash and valuables should be kept in the safe and retained for 6 months
Returning lost property • It is the responsibility of the customer to contact the store if they have left their property • The store should not contact the customer in the first instance in order to ensure that items are returned to the correct owner and for data protection purposes • If a customer contacts the store, never fully confirm you have the item even if they describe it. Tell them you may have something like it and they will need to come in to confirm • Lost property should only be returned to those who can prove that the item belongs to them, e.g. by providing a detailed description of the item/ contents and the date they visited or by showing some ID which matches the property • Where a customer requests the item is sent to them, advise that we cannot accept responsibility if it is lost or damaged in the post • To ensure that this does not happen ALWAYS send item by SPECIAL DELIVERY. This ensures that the item is insured and is able to be tracked. It is also signed for so we have an audit trail • If necessary postage may be charged • All items should be recorded in store and always signed for if picked up in person
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HEARING LOOP All Costa stores must provide a hearing loop for customers who have hearing aids with a loop system facility supplied by Contacta (Corporate franchise should speak to their partner).
Once the customer has switched their aid to the T-Setting, your speech is then enhanced and background noise is reduced, resulting in a much clearer hearing level. The hearing loop system will work by picking up what is being said, amplifying and transferring it directly to the user hearing aid.
Types of hearing loop systems Clip board style The unit should be fully charged at all times and if possible leave on charge all the time. • Turn the unit on using the on/off switch and check the LED/status light is on • Check the operation/status LED is solid/flashing green when you speak or tap the front of the clipboard. If it is red you should order new hearing loop • To use the system when a customer requests it: turn the unit on and hold the unit close to the customer
Fixed loop system The system should always be switched on at the mains. • Check there is a green LED power supply status light, if not check the power supply • Check there is a green LED light at the base of the microphone which flashes when you talk in to it, if it flashes red this will need an engineer to fix it Stores must always display hearing loop signage – a sticker or counter top card. Signage should be placed near the till in view of customers – customers should see for themselves we have a system without having to ask about it. Stores should have arrangements to regularly check their hearing loop. UK Equity stores: stores/outlets must check their hearing loop monthly and record the results on a hearing loop test record sheet. The record sheet must be stored in the SOS box along with fire test records and risk assessments.
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ELECTRIC BOTTLE WARMER Using a bottle warmer is a convenient way to make sure that baby’s milk is heated to the right temperature.
Tools needed • Electric bottle warmer
How to heat up baby bottles in the store? • An electric bottle warmer can be purchased through petty cash (please seek permission from you RDM or franchise partner first) • Always purchase the bottle warmer from a reputable supplier and follow the manufacturer’s instructions • If you do not have an electrical warmer or need to heat two bottles at once • Half fill a clean metal 1ltr or 1.5ltr jug with hot water and place the bottle in the water. If you do not have a clean jug you may use massimo china cup • Keep the jug behind the counter and ask the accompanying adult to come back for the bottle or wait until it has been warmed • If customers insist on taking the jug of hot water with the bottle in to their table, team members should allow this • Take the bottle out of the water when it has been warmed and using some blue roll wipe the excess water from the outside • Give the bottle back to the customer and ensure they have agreed the temperature is right Keeping the baby bottle behind the counter to heat is to prevent unnecessary accidents with very hot water. Stores should not use a microwave for heating baby bottles. If a customer wishes to breast feed in the store you should allow this. Costa provides a family friendly atmosphere in which mothers are welcome to relax with their children.
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FOOD
Food
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FOOD DISPLAYS Attractive and plentiful displays are key to capture customer’s attention and help maximise store profits.
Displays • Keep your fridges, cake displays, product of the month and pastry units full - empty spaces give customers the impression that food isn’t fresh and there is less variety • Stores should aim to have all products available all day every day • Sandwich fridges should not be overfilled; this may lead to a reduced airflow and higher temperatures • Display plates/trays must always be used and cannot be replaced with serving plates • Cake fridges/displays must be clean and crumb free • Any gaps should be filled by spreading other products out • Sandwich fridges must be clean and food/ drinks should be arranged neatly. Any gaps created by sold out products should be filled with a different variety of the same product category • Price labels must be removed for sold out products • Large cakes should be displayed with the open side facing the customer. The white board should be removed from underneath the cake and a plastic divider covering the exposed slice surface so that they do not dry out • Stores with ambient counters must cover large cakes with a cake dome • Condiment units should be arranged neatly and be fully stocked with brown and white sugar, sweetener, salt and pepper sachets, napkins, stirrers, straws and any promotional leaflets at all times • For all the correct display plates and components please see your Love Your Cake guide - which can be located on CRC • Ensure all displays are kept clean and tidy at all times with crumbs removed regularly from display plates and base units
Planogram A planogram is a visual guide on how to display products in your fridges and display cabinets. Planograms are put together carefully to take into consideration sales importance, margin and where our customers will notice the products so it is essential they are followed to gain maximum impact. • Prior to any new marketing initiative stores/outlets will receive a new set of planograms in the POS kit • There are different types of planogram depending on the stores level of trade and which display units are in the store. Your RDM or Franchise Partner will be able to tell you which banding you are • All planograms are designed from a customer’s perspective so please keep this in mind when filling units from the back. Once the cake unit is set up, take time to look at it from the customers perspective to ensure it looks perfect • If stores/outlets have more than one fridge or display unit, stores should replicate the planogram in each
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STORING PRODUCTS All food products must be stored correctly to ensure the product stays in the best condition.
Storage • All ambient, chilled or frozen food products must be stored correctly to ensure that the product remains in the best condition, both in terms of safety and quality • Ambient products must be stored in the coolest storage area on shelving or racking. They should never be stored in a fridge as this will affect the quality of the product and cause some products to dry out • If products are chilled they must be stored in a fridge at 8°C or lower (UK legal standards, national variations may exist) • If products are frozen they must be stored in the freezer at -18°C or lower. Once defrosted, products must never be frozen again • Savoury items should always be kept in the refrigerator • Ensure products within the fridge are organised according to their use by date • Cake counters must be emptied out every night. All sweet products displayed unwrapped should be transferred back into their original packaging and stored in a cool ambient area. Large cakes can be kept on plate used for display and rewrapped in the blue bag provided for these products on delivery
Shelf life • Always adhere to the shelf life and storage instructions given for individual products on the packaging • The dates of all stock must be checked daily and any product found to be out of date must be discarded immediately and recorded as waste • For the most up to date shelf life chart please refer to your briefing pack • For all cakes displayed unwrapped in the counters, please refer to provided day dot sheet. The shelf life for these products when still wrapped will be stated on the outer case of the product • Always ensure that any storage jars are empty before replenishing to prevent older products being mixed with newer products • Always replenish stock using FIFO (First In First Out) rule. Correct stock rotation is key to ensuring you do not have any unnecessary waste. As a best practice you can write the date on the boxes
Unfit food • Even food within its shelf-life can become unfit, whether due to physical damage or incorrect handling. If it is unfit it may have an unacceptable taste, texture or odour for our customers. • Signs to look out for are any mould growth, bruising, slime, split skins or over-ripening in fresh food and fruits. Other signs to look for are discolouration, such as the whitish coating called chocolate bloom that may affect our cakes, mould in bread, physical damage and any foreign body contamination. • If any of these signs are present then the food should be discarded.
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DAY DOTS
Day dots • To monitor products removed from the original packaging and to keep our customers safe we use day dots to visually indicate when an item must be discarded • It is good practice to day dot the cake outer box with the use by date. It makes it very clear and noticeable as to when the product expires • Any items which are not individually packaged and dated, day dot sheets sent out with the planograms should be used to place the day dots on the corresponding product to track use by dates • Day dots should not be applied to product wrappers or covering a manufacturer’s use by date • Creams, soya milk, fruit cooler bases, bread for toast, lemons, flakes, marshmallows, vanilla base, hot chocolate powder and creamy cooler syrups must also be day dotted • For more information on day dots and product shelf lives please use the Date Labelling Guide – which can be located on the CRC
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PRODUCT NUTRITION AND ALLERGY GUIDE Costa provides nutrition and allergen information to prevent an unnecessary reaction to an allergy and to inform them of nutritional content of a specific product.
The Store Manager must ensure the whole team is aware of it and how to use it.
Nutrition information Nutrition information is provided per 100g/ml and per pack/portion. The data on all listed nutrients is available for each product that we sell – either on the back of the pack of pre-packaged items or within this manual for loose/counter items including prepared drinks. Energy (given as kJ and kcal), Fat (in g), Saturated Fat (in g), Carbohydrates (in g), Sugar (in g), Protein (in g) and Salt (in g). Please note that all our drinks nutrition information has been calculated using published data and that dairy based drinks may be subject to some natural seasonal variation.
Allergen information • Allergic reactions can make people very ill and in extreme cases may lead to death • There is no cure for food/drink allergies. The only way someone can avoid getting ill is to make sure they don’t consume the foods and drinks they are allergic to • Allergen information must be available when requested • It must be available for food and drink • The Product nutrition and allergy guide must be kept as near to the till as possible • For all packaged items for example toasties, sandwiches and impulse items full information is printed on the packaging • For non packaged items for example muffins, traybakes, coffee, customers must be able to receive the information they are looking for from any store team member • The correct informative labels should always be displayed (refer to photos on the right) • Ignorance is no excuse – it is the law to be able to tell customers what allergens are in the food and drink served in the store. Failure to comply could lead to prosecution
REMEMBER: • It is particularly important to avoid cross contamination when preparing and serving a customer suffering with allergies to food and/or drink • Cross contamination is where something that could cause harm (such as an allergen, food poisoning bacteria etc.) is transferred from one surface to another. This could occur when a customer who is allergic to soya asks for a latte and the soya milk thermometer is inadvertently used to prepare their drink • UK Equity stores: note that guidance is available in the Costa Food Safety Policy with regard to taking an order and preparing the food of an allergy sufferer • Franchise stores: refer to your own food safety arrangements • Periodically stores will receive an update to the Product Nutrition and Allergy Guide • As part of your store audit this information will be asked for
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4 HOUR RULE Any high risk food found to be above 8°C must be used or discarded within 4 hours. This is known as the 4 Hour Rule and applies to a single time period only.
4hrs
How to apply the 4 hours rule in a Costa store? • If a fridge or sandwich display is found to be storing high risk food above 8°C this must be reported to the Shift Leader. If possible, the Team should try to adjust the temperature of the unit manually • If manual adjustment does not work then a service engineer should be called (this procedure can be found in Maintenance section of this manual) • If possible high risk food should be removed and placed in another fridge, if not then the Team should implement the 4 Hour Rule: • Day dots should be used to make it clear what time the sandwiches, chilled cakes etc. went on display and when they should come off • 4 hours all the products have not sold then the food should be discarded and recorded as wastage in the Costa Compliance Log for Equity stores or their own record keeping for Franchise stores The 4 Hour Rule should only be used in exceptional circumstances, when units are in need of repair as a temporary measure. 4 Hour Rule applies to a single time period only, i.e. food cannot be displayed for 2 hours, returned to the fridge and then displayed above 8°C for another 2 hours, it must be discarded after only one period outside of the required temperature.
Temperature Danger Zone The temperature range between 8°C and 65°C is the ‘Temperature Danger Zone’ where food poisoning bacteria can grow.
What is important? • You must minimise the time that food spends in the temperature danger zone in order to protect your customers from food poisoning • You need to keep refrigerated food cold (UK: 8ºC or below). Country variations may apply • You need to keep hot foods at hot temperatures (UK: 65ºC or above). Country variations may apply
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100°C
Bacteria are destroyed
Hot Food Zone
65°C Temperature Danger Zone
Bacteria grow 8°C
Cold Food Zone
0°C
Frozen Food Zone
-10°C
Bacteria won’t grow
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HOT EAT SANDWICHES We use numbers and number stands to ensure the right customer gets the correct order every time.
Tools needed • Yellow board with yellow knife or green board with green knife • Clean tongs • 11” plate
• Clean, polished cutlery • Table number or takeaway packaging
How to serve hot eat sandwiches? • Customers should be asked if they want their sandwich heated • Grills should be set at 265°C for ceramic grills and at 225°C for cast iron grills • Orders should be placed on the heated grill and the smaller number that corresponds to the number on the stand placed in front of the grill. The stand should be given to the customers to place on their table • Where possible vegetarian products are to be heated separately to meat products. A red grill handle is for meat products and if your grill has a green handle this should be used for vegetarian products
Meat
Vegetarian
• Once the hot eat sandwich has been heated cut in half if required. Always ensure the cheese has melted • Stores should have a yellow board and knife for non-vegetarian food and a green board and knife for vegetarian food
Meat
Vegetarian
• Using the right equipment to handle food is an essential food safety process and ensures you don’t damage the product • Always serve items on the right plates with clean and polished cutlery with no water marks • Customers should receive their hot eat sandwich within 5 minutes of finishing their transaction • Team members should not call out sandwiches or table numbers For clean and hygienic food handling always use clean tongs to handle foods. Select the correct coloured chopping board and knife, and ensure that there is always a spare one available. When preparing allergy sufferer’s meal remember to clean the grill plates before placing the food on it and use a new piece of brown paper for additional protection.
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FOOD PRESENTATION Product
Presentation
Traybakes
Eat In
Takeaway
Notes
Small Plate
Costa Takeaway Bag
Use tongs to handle the product
Knife
Napkin
Muffins
Small Plate Knife
Costa Takeaway Bag
Use tongs to handle the product
Napkin
Tarts
Small Plate Knife
Costa Takeaway Bag
Use tongs to handle the product
Napkin
Pastries
Small Plate Knife
Costa Takeaway Bag Napkin
To warm Heat for 1min using brown paper on top and bottom Butter and Jam are chargeable extras for croissants
Panettino
Small Plate Knife I butter portion
Large Cake
Costa Takeaway Bag Napkin
To warm Heat for 1min using brown paper on top and bottom
I butter portion
Small Plate
Costa Kebab Wrap
Fork
Plastic Fork
Use tongs to handle the product
Offer a carrier bag
Fruit
Mini Cake
Small Plate
Plastic Fork
Fork
Offer a carrier bag
Small Plate
Costa Takeaway Bag
Fork
Use tongs to handle the product
Napkin Plastic fork
Yoghurt
Small Plate
Offer a carrier bag
Teaspoon
Napkin Plastic spoon
Mini Loaves
Small Plate Knife
Costa Takeaway Bag
Use tongs to handle the product
Napkin
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FOOD PRESENTATION Product
Presentation
Toast
Eat In
Takeaway
Notes
Large Plate
Costa Hot sandwich pack
Heat for 1min 30secs
Knife 2 butter portions
Napkin
Jam/Marmalade are chargeable extras
2 butter portions Plastic knife
Panini
Large Plate Knife
Costa hot sandwich pack
Heat for 3mins 30secs
Napkin Offer a carrier bag
Toastie
Large plate Knife
Costa hot sandwich pack
Heat for 2mins 30secs
Napkin Offer a carrier bag
Wrap
Large plate Knife
Costa hot sandwich pack
Heat for 3mins 30secs
Napkin Offer a carrier bag
Cold Eat Sandwich
Small plate
Offer a carrier bag
Knife
Napkin
Salad
Large plate
Carrier bag
Fork
Plastic fork
Large plate
Costa hot Sandwich pack
Breakfast rolls
Knife Red or brown Sauce
Porridge
Tea Spoon Small Plate Napkin
Napkin Offer carrier bag
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Open the roll in half and place each half on the grill, face up. Place brown paper across the top of each half and heat for 2mins 30secs Offer the customer red or brown sauce with their roll
Black Plastic Spoon Napkin Offer a carrier bag
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As a minimum stores must offer to take the sandwich out of the packet
Peel back lid, fill to line inside using boiling water, stir and recover, leave for 2 mins, stir again and serve to Customer without lid, can be served with jam, honey or syrup at extra cost
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EXCELLENCE Core Core+ Seasonal Equipment
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COFFEE EXCELLENCE
COFFEE
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INTRODUCTION
Before starting to prepare any of our drinks it is key to ensure that you are confident that safety matters are in hand:
• Milk – our milk must have been sourced centrally and the delivery accepted in accordance with your food safety policy. It must be in date, stored at the correct temperature and not left out at ambient for excessive periods of time. • Your workstation whether the coffee machine or ice drinks station should be clean and you should work to a ‘Clean as you go’ rule. • You should also be aware of any allergy cross contamination measures in place; do you have the correct type and amount of cloths, separate jugs and utensils available in case an order is placed by an allergy sufferer? When dealing with hot liquid, remember: • You should be trained in correct use and cleaning of the coffee machine and other equipment as demonstrated in the Costa Core Skills Workbook • Serve all take-away hot drinks in a correct size cup with the lid securely fitted • For stay-in customers serve hot drinks on a tray with correct saucer for cup or glass following the Brand Standards • Do not overload trays with hot drinks and help customers to carry additional trays to tables • Always assist customers unable to carry a tray
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CORE
Core
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STORAGE OF COFFEE BEANS Aromatic, fresh beans produce the best quality espresso with rich crema on top. Correct storage is essential to maintain coffee’s freshness and flavour.
Tools needed • Clip
How to keep coffee beans fresh? • Coffee beans should be kept away from direct heat or sunlight • Ideally coffee beans should be kept at an ambient temperature of between 19°C - 23°C, higher temperatures cause beans to sweat, lose oils and oxidise • Try to keep your open coffee bags in a cool and dry place • Freezing is not recommended • As soon as bags of beans are opened they start to oxidise and lose their oils, therefore the open bags must be rolled down to seal out as much air as possible. The top should be rolled down and sealed with a bulldog clip or similar • Coffee beans should never be stored overnight in the hopper – all hoppers must be emptied and cleaned • Never empty the hopper content back into the main coffee bag – that way you will have a better control of the freshness of coffee beans • You should run the content of your hopper down towards the end of the day to avoid beans being out for too long
Coffee shelf life 48 hours
4 hours
1 hour
30 minutes
15 minutes
Open bags of coffee
Hopper
Dose Chamber
Hot and humid store
Chamber without lid
Stock management • Not all coffee prepared in store is sold to customers but also needs to be recorded • Recording waste will ensure your stock reconciles correctly • For stores using online stock systems coffee waste must be entered daily • All incorrectly prepared drinks or drinks returned by customers must be recorded as wastage • If a store has to waste espresso shots during trade or as part of a grind check it must be recorded as wastage
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GRIND – MAZZER GRINDER Having the correct grind is vital to producing Brand standard drinks. The correct coffee grind gives result of 30 ml of coffee in 20 seconds.
Tools needed • 7g scoop • 2x plastic measuring beakers • Double group handle
• Teaspoon • Digital countdown timer set up for 20 seconds
How to check the grind? • Grind fresh coffee into the 7g scoop until full • Gently tap the scoop to ensure it is full and remove any excess with the edge of the teaspoon handle • Empty into the group handle • Repeat the process • Tamp and immediately insert into the group head • Place the measuring beakers under the group handle • Use the manual switch to start extraction, start the timer when you start to see the coffee pour (for Lisa machines start the timer at the same time as you press the switch) • Turn the extraction off when the timer beeps • Let the coffee settle, the coffee should be at 30ml +/- 2ml with a minimum 3mm of crema • If it is less, the grind is too fine and the collar on the grinder will need moving clockwise for coarser • If it is too much, the grind is too coarse and the collar on the grinder will need moving anticlockwise to achieve a finer grind setting • For most grinders 1 notch on the collar is equivalent to 10ml • Always ensure the blades are running when adjusting the collar of the grinder • If your grind check is wrong you will need to empty out any coffee from the grinder chamber, this needs recording as waste • Once you have adjusted the collar repeat the process until you get 30ml of coffee • The grind in store should be monitored all day and adjustments made when necessary • Checks must be recorded on the heartbeat sheets
The size of the grind affects the drink If coffee runs quicker than 20 seconds:
If coffee runs slower than 20 seconds:
The extraction is fast
The extraction is slow
The water has been in contact with the coffee for too short time
The water has been in contact with the coffee for too long
Coffee is weaker in taste
Coffee will taste burnt
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DOSE – MAZZER GRINDER The second step of the perfect espresso is the dose. The correct dose weights 35 grams per 5 coffee shots.
The dose check must be conducted after the grind has been set. There is no need to throw away any coffee used for this check.
Tools needed • Costa napkin • Electronic scale
How to check the dose? • Grind coffee until the dosing chamber is half full. No internal chambers should be visible • Weigh a folded napkin and zero the scales • Using the hopper lid as a support, place the unfolded napkin over it • Dispense 5 shots of coffee on to the napkin. We weigh 5 shots to get an average weight • Bring the corners of the napkin together to make a parcel • Place it on the scale. It should weigh 35g +/- 1g (7g x 5shots) • If it is less, the dose is too light and the nut inside the chamber will need moving anticlockwise • If it is too much, the dose is too heavy and the nut inside the chamber will need moving clockwise • If you cannot move the nut inside the chamber, the screw on the top may need loosening • On most grinders a quarter turn is 1g • Ensure you press the metal plate (where the coffee is dispensed from) against the chambers by pushing it with your fingers • Once you have adjusted the nut repeat the process until you get 35g • This check should be done once a day and is ideally done early in the morning before trade and should be recorded on the heartbeat sheet • Remember, you have an allowance of +/- 1 g BUT you must always adjust your dose to 35 g in the morning even if it reads 34 g or 36 g. This ensures you have room for change in case the dose moves throughout the day
The weight of the coffee dose affects the drink If dose is lighter than 35g:
If dose is heavier than 35g:
The extraction is fast
The extraction is slow
The water has been in contact with the coffee for too short time
The water has been in contact with the coffee for too long
Coffee is weaker in taste
Coffee will taste burnt
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TAMP PROCEDURE Tamping means compacting the grounds prior to the shot. The aim is to seal the shot so that the brew water moves through it evenly without finding weak spots.
Tools needed • Costa approved tamper • All Mazzer Jolly grinders have a telescopic tamper attached to the front of the grinder
• All hand tamps must be approved by Costa
The 4 steps to the tamping procedure Level – tap the side of the group handle in the cradle of the grinder or using the side of your hand to level the coffee in the group handle. We level the coffee to ensure an even extraction through the group handle and to get equal quantities from each pour. Tamp – a firm push down on the coffee to compact the coffee using the palm of the hand. Tamping in one firm motion gives a consistent result and does not over compact the coffee. Everyone’s tamp is slightly different - bear this in mind when taking over from someone on the machine as this can affect the grind, it may need re-setting. Twist – in one direction to smooth the surface of the coffee. Twisting and wiping helps unnecessary coffee grinds getting in to the machine and potentially causing damage. Using the palm of your hand gives consistent pressure and does not put unnecessary strain on the tips of the fingers. Twisting in 2 directions results in the coffee not being logged into the group handle and the water running through quicker resulting in the taste being weak and bitter. Wipe – to remove any coffee grains from the rim of the handle. Wiping stops the coffee grind ending up in the finished drink or damaging the group head inside your coffee machine. Wiping the grind off with your hand is not unhygienic. The heat of the machine will sanitise the handle. Remember, group handles should never be used from cold as this will make the espresso shots taste bitter. You should leave your group handles (with wasted coffee from the previous extraction) in the group head until the next order. Leaving the group handles in empty will make the handles too hot and result in fresh grind being burned. If group handles need to be cleaned in between usage, this should be done with blue paper. Napkins are not allowed.
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MILK Depending on the amount of orders in store we use 3 different sizes of milk jugs. This ensures that our customers receive their coffee as fresh as possible, prevents the re-heating of milk and saves unnecessary milk waste.
Tools needed • 600ml jug, 1litre jug or 1.5 litre jug
• Calibrated thermometer
Milk preparation / Always follow these steps • Only heat the amount needed for the drinks on order • Always use a calibrated thermometer when heating the milk • Use a thermometer metal clip to prevent thermometer touching the jug from within; this gives the most accurate temperature reading and prevents burning your milk • Correct milk temperature is between 140°F to 160°F • If milk is heated below 140°F drinks will be too cold; if milk is heated over 160°F your milk will be burnt – drinks will not taste correctly • Once milk has been heated it can continue to be used until it drops below 140°F • Milk jugs used for different types of milk must be separated to avoid cross contamination
These are guidelines and can be adapted for the volume of trade • If using the 600ml jug you will need to turn the steam off sooner, at 120°F to ensure it does not exceed 160°F • The 600ml jug is ideal for macchiato, babyccino and for making froth for chocolate/chai and iced cappuccinos • If medio drinks are ordered or you have multiple orders you should look to use the 1 litre jug • Unless you are a high volume store you should use the smaller jugs at all times and only use the 1.5 litre jugs at peak trade • Using the correct sized jug prevents re-heating milk and saves unnecessary milk waste
Why we never top up or re-heat milk If you reheat previously steamed milk, you run the risk of scorching the milk, creating a watery, pungent-tasting final product. You will also not be able to create any more foam than is already present. Overall drink presentation will also be compromised.
The below table represents the effects of topping up and reheating of milk Freshly steamed
Overheated milk (burnt milk)
Reheated milk
Appearance
Glossy, silky
Thinner, watery like
Thin, froth and liquid starts to separate
Taste
Tasty, rich, slightly sweet
Less creamy but has a creamed Not sweet but sour, makes corn taste, not sweet coffee taste bitter
Smell
Clean, fresh dairy
Burnt, slight almond smell
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No difference to fresh milk
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STORING MILK Storing milk properly ensures best quality of drinks served. If milk is not stored correctly it will rapidly develop signs of spoilage.
Tools needed • Small fridge with enough shelves to allow safe storage • Tall fridge with a minimum of two shelves and space to allow safe storage and delivery
• Scissors (if using milk pouches) • White plastic jugs (UK only where applicable)
How to store milk bottles/pouches? • Fridge temperature should never exceed 8°C • A minimum of two shelves should be installed in the fridge to help storage and rotation • Stacks of milk bottles/pouches that are lying flat on the bottom of a fridge must never exceed six high to maintain stability • Overloading the top shelf on the fridge will damage the shelf and runners • All milk must be removed from the fridge in the correct date rotation
Storing open milk bottles/pouches at the end of the day • Open milk must be sealed and stored in the fridge • If pouches are used they have to be kept in the white jug • An open milk bottle/pouch must be day-dotted with a 24 hour shelf life • The open milk bottle/pouch must be used first when the store re-opens • Any milk that is going to expire must be discarded and recorded as waste
Using the jugs and pouches In the UK milk pouches are used to reduce the waste produced. This is part of the Costa Good Together plan.
• Check to ensure the white plastic jug is clean and empty • Remove a milk pouch from the outer packaging • Place the pouch into the white plastic jug and allow it to drop into the jug, give the jug a sharp tap on the work surface to ensure the pouch has reached the bottom - this seals the pouch into the jug • Using scissors, hold the corner of the milk pouch to ensure it does not fall into the metal jugs or cups, cut it off and dispose it directly into the bin • Ensure the milk is returned to the fridge when not in use to keep it at the right temperature • White jugs must be put through the dishwasher at least once a day
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Steam Arm
STEAMED MILK Steaming doesn’t produce froth because we put the steam arm near the bottom of the jug to make sure not too much air is incorporated. Steamed milk is what we use to make our latte style drinks.
Milk
c. 1 cm
Steamed milk is used to make our latte style drinks.
Tools needed • Appropriate sized milk jug • Calibrated thermometer with a metal clip
• Appropriate cloth for steam arms (UK: Green)
How to steam milk? • Prepare a clean milk jug with thermometer attached to the side • ½ fill the jug with the cold milk • Purge the steam arm • Position the steam arm into the milk so that it rests 1cm from the base of the jug • Turn the steam arm on full power (1½ turns should be enough to achieve it) and keep your eye on the rising temperature • Once the needle reaches 140°F switch off the steam (120°F if using the 600ml jug) • Ensure the final resting temperature of the milk has not exceeded 160°F • Remove the steam arm from milk and place jug on the counter • Purge and clean the steam arm immediately with a clean, damp cloth • The end result should be smooth and creamy like • Never touch the steam arm, it will be hot! Once milk has been heated it can be used until it drops below 140°F. Ensure the final resting temperature of the milk has not exceeded 160°F. If the milk rises above 160°F the milk is burnt and you must throw it away and start again. If milk is requested extra hot by the customer switch off at 160°F.
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Steam Arm
FROTHED MILK The position of the steam arm is key; as the steam is forced through the milk the air circulates around and reacts with the proteins, causing the volume to increase.
c. 1 cm
Milk
Frothed milk is used for cappuccinos, babyccinos, chai lattes and all hot chocolate based drinks.
Tools needed • Appropriate sized milk jug • Calibrated thermometer with a metal clip
• Appropriate cloth for steam arms (UK: Green)
How to prepare froth milk? • Prepare a clean milk jug with thermometer attached to the side • 1/3 fill the jug with the cold milk • Purge the steam arm • Position the steam arm 1cm under the surface of the milk • Turn the steam arm on full power (1½ turns should be enough to achieve it) and keep your eye on the rising temperature • Maximum steam pressure will get best results • As the temperature rises and the volume increases, slowly lower the jug to keep the steam arm 1cm under the surface of the milk • Once the needle reaches 140°F switch off the steam. (120°F if using the 600ml jug) • Remove the steam arm from milk and place jug on the counter • Purge and clean the steam arm immediately with a clean, damp cloth • Bang the jug on the counter to remove large bubbles. Tilting the jug slightly backwards when banging may help stop the froth flying up. Then swirl the milk by gently agitating the jug in a circular motion. This will smooth out the milk. • The result should be fine creamy foam with a glossy appearance • Never touch the steam arm, it will be hot!
Frothed hot chocolate • When preparing hot chocolate you should follow the same steps as per frothed milk • For chocolate switch off the steam once the needle reaches 150°F - sugar in the chocolate powder will prevent milk from burning • Always use cold milk to froth hot chocolate and add the correct amount of powder to the correct sized milk jug Once milk has been heated it can be used until it drops below 140°F. Ensure the final resting temperature of the milk has not exceeded 160°F. If the milk rises above 160°F the milk is burnt and you must throw it away and start again. If milk is requested extra hot by the customer switch off at 160°F.
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TEXTURED MILK Texturing is a unique way of creating micro foam by swirling the air through the milk like a whirlpool. This is perfect for creating latte art as it isn’t too foamy.
Textured milk is used for Flat whites, Cortados and Cortos.
Tools needed • Appropriate sized milk jug • Calibrated thermometer
• Appropriate cloth for steam arms (UK: Green)
How to prepare textured milk? • Prepare a clean milk jug with thermometer attached to the side • 1/3 fill the jug with the cold milk • Purge the steam arm • Position the steam arm 1cm under the surface of the milk • Turn the steam arm on full power (1/2 turn should be enough as this means the steam arm is on full power) • Listen for the ‘chirping’ sound as air circulates through the milk for between 5-8 seconds. The volume of milk will increase slightly • Now lift the jug so that the steam arm is deeper into the milk but not touching the bottom of the jug • Tilt the jug to a 40 degree angle and position the steam arm slightly off centre. This will create a whirlpool effect in the milk • Once the needle reaches 140°F switch off the steam • Remove the steam arm from milk and place jug on the counter • Purge and clean the steam arm immediately with a clean, damp cloth • Bang the jug on the counter to remove large bubbles • Then swirl the milk by gently agitating the jug in a circular motion to smooth out the milk • The final product should look like melted ice cream and coat the back of a teaspoon • Never touch the steam arm, it will be hot! Once milk has been heated it can be used until it drops below 140°F. Ensure the final resting temperature of the milk has not exceeded 160°F. If the milk rises above 160°F the milk is burnt and you must throw it away and start again. If milk is requested extra hot by the customer switch off at 160°F. If you have the space, keep your milk jug in the fridge.
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PURGING THE STEAM ARM Purging the steam arm every time is essential to delivering and maintaining Brand standard drinks.
Tools needed • Appropriate cloth (UK: Green or Yellow)
How to keep the steam arm clean? • Before and after every use, the steam arm must be purged to expel any moisture/old milk that may be sat inside the arm • Open the valve for a couple of seconds before use and repeat after use • Immediately after use and purging, wipe the steam arm with a clean cloth to remove all residue
Why purging the steam arm is important? • Even the best coffee beans cannot make up for the impurities a dirty machine adds to the drinks • Purging the steam arm before and after heating the milk is essential in delivering great tasting coffee • It also helps prevent cross contamination between drinks and types of milk • Purging the steam arm is essential in preventing contamination of the coffee machine boiler and can drastically reduce break downs and the need for an engineer to attend
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NON-DAIRY MILK Some people have an allergy to milk so to ensure we do not cause any reactions we must avoid cross-contamination.
Tools needed • Jug • Calibrated thermometer with a metal clip
• Separate cloth (UK: Yellow)
How to avoid cross-contamination? • A separate clean milk jug must always be used to heat non-dairy milk • Before heating milk blast the steam arm to remove any milk proteins that • have deposited inside the arm • Then wipe the steam arm with a clean, damp separate cloth to remove • any full fat or skimmed milk left on it • Steam/froth or texture as usual • Ensure the steam arm is wiped thoroughly after use using a clean • separate cloth • Keeping the separate cloth with the jug near the coffee machine at all • times makes following this procedure quick and simple
How to store a non-dairy milk • Open milk must be closed and stored in the fridge • Fridge temperature should never exceed 8°C • An open milk carton must be day-dotted with a 5 days shelf life • The open milk carton must be used first when the store re-opens • Any milk that is going to expire must be discarded and recorded as waste
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DECAFFEINATED COFFEE Costa uses process called Swiss water decaffeination, and is 100% chemical free!
Tools needed • 14g decaffeinated sealed pod • Red pod handle with pod basket
How to prepare decaffeinated coffee? • Flush the group head you wish to use for 2 seconds to remove any caffeine residue to minimise cross contamination • Warm the empty red pod handle by locking it into a group head and running the group head for 5 seconds when used from cold • Take the pod out of its foil packet and place in the pod handle • There is no need to tamp • Lock the handle into the machine and start extracting the coffee for 20 seconds in the same way you would for any other espresso • The pod basket is specially shaped compared to a normal group handle basket to ensure the water flows through the pod to best extract the flavour • To get the freshest decaffeinated coffee the pod is kept in a foil packet • To keep the pod at its best it must be kept in its foil packet until it is used • The pods have a solid cake which shouldn’t be disturbed or broken up by storing them in a container where they need to be pushed or squashed • The pod has small raised dots on one side; this indicates the top of the pod and should be put in the handle with these facing up to allow the hot water to run through the coffee rather than the side resulting in a more watery extraction
Decaf science In the decaffeination process, the green coffee beans are soaked in hot water to remove the caffeine and compounds responsible for much of the flavour of the coffee flavour. The first batch of coffee beans is then discarded, while the caffeine is stripped from the solution by means of activated carbon filters. This leaves a solution saturated with flavour compounds, which is then used to soak a new batch of decaffeinated green coffee beans.
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ESPRESSO Espresso is a smooth and strong coffee, with a rich crema layer on the top.
Tools needed • Espresso cup or takeaway cup and lid • Espresso saucer
• Espresso spoon • Double group handle
How to prepare an Espresso? • Heat up the espresso cup with hot water • Prepare coffee shots following our tamping procedure • Lock group handle into the coffee machine and immediately extract shots of espresso into the heated espresso cups • For a solo espresso use two single espresso cups • For doppio espresso pour both espresso shots into the double espresso cup • Solo/Doppio espressos should have an even spread with min of 3mm of crema on top • If takeaway place the lid on the cup - it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Customers may ask for longer or shorter espresso, this can achieved by using the manual button on the machine to get the required result. Customers may ask for a glass of water to go with their espresso – this is a traditional way of drinking espresso to get the sweet aftertaste. If you leave the group handle with fresh coffee locked in the coffee machine – heat will effect it and the coffee will taste burnt. Only prepare coffee shots if you intend to use them immediately – never leave prepared shots on the side, as coffee will lose its taste and aroma. Always use a warm group handle – if cold, warm the empty handle by locking it into a group head and running water for 5 seconds.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20 secs)
2 (60ml in 20 secs) How to serve
Single espresso cup
Double espresso cup
Single espresso saucer
Double espresso saucer
Espresso spoon
Espresso spoon
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AMERICANO Costa espresso lengthened with hot water – a straightforward, great-tasting coffee.
Tools needed • Costa cup or takeaway cup and lid • Costa saucer
• Teaspoon • Milk
How to prepare Americano? • Fill the cup with hot water 2/3 full • Prepare coffee shots following our tamping procedure • For massimo size use 2 double group handles to ensure you get the correct amount of espresso • Lock the group handle into the coffee machine and immediately extract shots of espresso over the hot water • If drinking in, offer hot or cold milk and serve in a small milk jug • The Americano should have full coffee crema covering the liquid • If takeaway, milk can either be directly added to the drink or served in a takeaway espresso cup depending on customer’s preference • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Extracting the espresso over the water does not burn the coffee or disturb the crema. Customers may request cream instead of milk, this should be provided free of charge. For takeaway cups leave a 1cm gap from the top of the cup.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo cup
Medio cup
Massimo cup
Primo saucer
Medio saucer
Medio saucer
Tea spoon
Tea spoon
Tea spoon
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CAPPUCCINO A perfect combination of rich coffee blended with milk and cocoa-dusted froth
Tools needed • Costa cup or takeaway cup and lid • Costa saucer • Teaspoon • Stencil for chocolate dusting
• Clean, empty milk jug • Calibrated thermometer • Chocolate dusting
How to prepare Cappuccino? • Prepare a jug of frothed milk • Prepare coffee shots following our tamping procedure • For massimo size use 2 double group handles to ensure correct amount of espresso shots are used • Lock the group handle into the coffee machine and immediately extract shots of espresso into the cup • While your espresso is extracting, bang and swirl the milk • Gently rolling the espresso in the cup without breaking the crema before adding the milk will help to achieve the crema ring • Steadily pour the milk in the centre of the espresso keeping the jug low to the cup • Cappuccino should have 1/3 froth, 1/3 of milk and 1/3 of coffee and at least half of a crema ring around the edge • Offer chocolate sprinkles to the customer and apply with a Costa stencil for both, eat in or takeaway • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer A ring of crema allows customers to taste coffee from the first sip of their drink. Always prepare any milk before extracting coffee to allow milk to settle and achieve the correct consistency once bang and swirled. Coffee extracted last will ensure the best quality and taste at all times. Using different milk will make the drink less creamy. For takeaway cups leave a 1cm gap from the top of the cup. Apply the chocolate dusting carefully so it does not cover the saucer.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo cup
Medio cup
Massimo cup
Primo saucer
Medio saucer
Medio saucer
Tea spoon
Tea spoon
Tea spoon
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LATTE Long, mild drink with a delicate hint of rich Costa espresso.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon (Massimo ONLY) or latte spoon
• Clean, empty milk jug • Calibrated thermometer with metal clip • Napkin
How to prepare Latte? • If using the latte glass heat it up by third filling with hot water • Prepare a jug of steamed milk • Prepare coffee shots following tamping procedure • Lock group handle into the coffee machine and immediately extract shots of espresso into the heated espresso cups • While your espresso is extracting, empty water from the glass and add steamed milk leaving enough space for the espresso shots • Quickly pour the espresso shots through the top of the milk • Latte should have 1cm (+/- 2mm) of froth on top, single coffee drop mark and an even colour throughout the drink • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Takeaway primo latte has 2 shots instead of 1 as the cup is a bit bigger and this gives the drink the right balance of flavour. The espresso is poured over the milk to get an even flavour and colour throughout. Always prepare any milk before extracting coffee. You don’t need to fill the glass to the top with hot water to heat it. The shape of the glass ensures the heat rises to the top. Filling it up to 1/3 only ensures we don’t waste water and electricity as your machine will heat up more water throughout the day. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Coffee shots (ml) EI 1 (30ml)
2 (60ml)
3 (80ml)
TA 2 (60ml) How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long, latte spoon
Long, latte spoon
Tea spoon
Napkin
Napkin
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CORE+
Core+
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COSTA WHIPPED CREAM To compliment some of our drinks we add sweetened whipped cream on top.
Tools needed • Fresh whipping cream • Clean cream canister • Gas bulb
• 2x white sugar sachets • Espresso cup • Spoon
How to prepare whipped cream • Third fill the clean canister with whipping cream • Dissolve 2x white sugar sachets in a double espresso cup filled with hot water • Add the mixture to the cream • Screw the lid on firmly • Place a gas bulb into the holder and carefully screw into position • Shake the canister upside down for 30 seconds • Dispense a portion of whipped cream into a cup in a zig zag motion • Using the correct size nozzle will dispense the correct amount of cream
How to store whipped cream • Once made day dot the cream canister with 24 hours only with date and time • Day dot the opened cream bottle with 3 days or expiry date, depending which comes first • The cream canister and the opened cream bottle should be stored in the fridge • Fridge temperature should never exceed 8°C If a customer asks for unsweetened cream make a canister up without the sugar mixture. All Hot and Costa Ice beverages with the exception of espresso con panna must have the cream presented in a zigzag motion to ensure an even spread and to balance the overall taste. Any additional toppings will also sit correctly on the cream and will look to correct Brand standard.
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ESPRESSO MACCHIATO Macchiato means ‘marked’ in Italian and refers to the mark of milk froth added.
Tools needed • Espresso cup or takeaway cup and lid • Espresso saucer • Espresso spoon
• Double shot group handle • Clean, empty 600ml milk jug • Calibrated thermometer
How to prepare Espresso Macchiato? • Prepare a 600ml jug of frothed milk • Heat up your espresso cup with hot water • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract your espresso shots into the heated espresso cups • For a solo espresso macchiato use two single espresso cups • For a doppio espresso macchiato pour both espresso shots into the double espresso cup • While your espresso is extracting, bang and swirl the milk • Top up an espresso with a dash of hot milk. A macchiato should not be filled to the rim of the cup • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer If you leave the group handle with fresh coffee locked in the coffee machine – heat will effect it and coffee will taste burnt. Only prepare coffee shots if you intend to use them immediately – never leave prepared shots on the side, as coffee will lose its taste and aroma. Remember that we heat the espresso cup with hot water to ensure the drink doesn’t cool down too quickly, but also because the water film inside the cup will hold up the crema.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20 secs)
2 (60ml in 20 secs) How to serve
Single espresso cup
Double espresso cup
Single espresso saucer
Double espresso saucer
Espresso spoon
Espresso spoon
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ESPRESSO CON PANNA Espresso con panna means ‘espresso with cream’ in Italian. Adding cream gives the espresso a rich creamy taste.
Tools needed • Espresso cup or takeaway cup and lid • Espresso saucer
• Espresso spoon • Double shot group handle • Costa whipped cream
How to prepare Espresso Con Panna? • Heat up your espresso cup with hot water • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the heated espresso cups • For a solo espresso con panna use two single espresso cups • For a doppio espresso con panna pour both espresso shots into the double espresso cup • Carefully top the espresso with a small amount of cream • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer If you leave the group handle with fresh coffee locked in the coffee machine – heat will effect it and coffee will taste burnt. Only prepare coffee shots if you intend to use them immediately – never leave prepared shots on the side, as coffee will lose its taste and aroma. Remember that we heat the espresso cup with hot water to ensure the drink doesn’t cool down too quickly due to adding cold cream, but also because the water film inside the cup will hold up the crema.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20 secs)
2 (60ml in 20 secs) How to serve
Single espresso cup
Double espresso cup
Single espresso saucer
Double espresso saucer
Espresso spoon
Espresso spoon
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RISTRETTO Ristretto means ‘restricted’ in Italian and the reduced extraction gives a more intense flavour.
Tools needed • Espresso cup or takeaway cup and lid • Espresso saucer
• Espresso spoon • Double shot group handle
How to prepare Ristretto? • Heat your espresso cup with hot water • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of ristretto into the heated espresso cups • For a solo ristretto use two single espresso cups • For a doppio ristretto pour both ristretto shots into the double espresso cup • Solo/Doppio ristrettos should have an even spread of min. 3mm of crema on top • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer If you leave the group handle with fresh coffee locked in the coffee machine – heat will effect it and coffee will taste burnt. Only prepare coffee shots if you intend to use them immediately – never leave prepared shots on the side, as coffee will lose its taste and aroma. Remember we head the espresso cup to ensure the drink stays hot for longer and also because the water film inside the cup will hold up the crema for longer.
Solo
Doppio
Coffee shots (ml) 1 (20ml in 15 secs)
2 (40ml in 15 secs) How to serve
Single espresso cup
Double espresso cup
Single espresso saucer
Double espresso saucer
Espresso spoon
Espresso spoon
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HOT CHOCOLATE Smooth blend of frothed milk and sweet chocolate powder.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon or latte spoon
• Clean, empty milk jugs • Calibrated thermometer • Chocolate powder and 7g scoop • Chocolate dusting
How to prepare Hot Chocolate? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of frothed hot chocolate following Brand standard • Prepare a jug of frothed milk to Brand standard • Empty the water from the glass and add hot chocolate to within 1cm of the rim • Top with frothed milk • Hot chocolate should have 1cm of froth (+/- 2mm) and milk blob on top • Offer chocolate sprinkles to the customer and apply with Costa 3 beans stencil whether eat in or takeaway • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Adding milk froth on top of the Hot Chocolate helps to achieve 1 cm froth on top of the drink and take away the initial bitter chocolate taste. To avoid chocolate powder sticking to the bottom, add it to the jug filled with milk. It is recommended to use a single bean stencil for a primo size eat-in. For takeaway cups leave a 1cm gap from the top of the cup.
Chocolate powder scoops Primo
Medio
Massimo
600ml jug
1L jug
1.5L jug
2
3
5
How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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HOT CHOCOLATE WITH EXTRAS Creamy hot chocolate topped with sweet whipped cream and soft marshmallows.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon or latte spoon • Clean, empty milk jug
• Calibrated thermometer • Chocolate powder and 7g scoop • Chocolate dusting • Costa whipped cream
How to prepare Hot Chocolate with extras? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of frothed hot chocolate following Brand standard • Empty the water from the glass and add hot chocolate to within 1cm of the rim • Top with layer of cream following Brand standard. • Offer chocolate sprinkles to the customer and apply whether eat in or takeaway • Place marshmallows on the saucer or in the takeaway cup • Some customers may request that the marshmallows are not added to the drink, if this is the case place into a small takeaway bag and hand to the customer: • If flakes are requested instead of marshmallows place number required on the saucer or in the takeaway cup. • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer When serving takeaway drink make sure you do not apply too much cream as it will be difficult to place a lid on the cup. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Marshmallows 2
3
4
Flakes 1
2
3
How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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MOCHA Espresso coffee topped with rich frothed chocolate and white froth.
Tools needed • Costa cup or takeaway cup and lid • Costa saucer • Teaspoon • Clean, empty milk jugs
• Calibrated thermometer • Chocolate powder and 7g scoop • Chocolate dusting • Double or triple shot group handle
How to prepare the Mocha? • Prepare a jug of frothed milk for white froth following Brand standard • Prepare a jug of frothed hot chocolate following Brand standard • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the cup • While your espresso is extracting, bang and swirl the milk and hot chocolate • Gently rolling the espresso in the cup without breaking the crema before adding the chocolate will help to achieve the crema ring • Steadily pour the chocolate in the centre of the espresso keeping the jug low to the cup and leave a 1cm gap from the rim of the cup • Top with milk froth in the centre of the drink • The Mocha should have 1/3 froth, 1/3 chocolate, 1/3 coffee with at least half of a crema ring around the edge and a 3 ring effect on top • Offer chocolate sprinkles to the customer and apply with a Costa 3 beans stencil whether eat in or takeaway • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer We add milk froth on top of the mocha to balance the flavour and to take away the initial bitter taste of chocolate. Always prepare any milk before extracting coffee. For takeaway cups leave a 1cm gap from the top of the cup. Remember, when you roll the crema in the cup and can see the black coffee liquid underneath the crema, the crema is broken and will result in a bitter taste. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo cup
Medio cup
Massimo cup
Primo saucer
Medio saucer
Medio saucer
Tea spoon
Tea spoon
Tea spoon
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MOCHA FLAKE Rich frothed chocolate milk topped with cream and flakes served on the side.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon or latte spoon • Clean, empty milk jug • Calibrated thermometer
• Chocolate powder and 7g scoop • Chocolate dusting • Costa whipped cream • Flakes • Double or triple shot group handle
How to prepare Mocha Flake? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of hot chocolate following Brand standard • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the espresso cups for primo and medio or directly into the cup if massimo • While your espresso is extracting, bang and swirl the hot chocolate • When shots for primo and medio mocha flake are ready pour them into the glass • Steadily pour the chocolate onto the espresso to within 1cm of the rim • Top with layer of cream following the Brand standard • The Mocha Flake should have 1 cm of whipped cream on top • Offer chocolate sprinkles to the customer whether eat in or takeaway • Place the chocolate flakes on the saucer • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer When serving takeaway drink, make sure you do not apply too much cream as it will be difficult to place a lid on the cup and leave the 1cm gap. Always prepare any milk before extracting coffee. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
Flakes 1
2
3
How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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MOCHA LATTE Smooth chocolaty drink with a slight coffee aftertaste.
Tools needed • Costa glass or cup or take away cup and lid • Costa saucer • Tea or latte spoon • Clean, empty milk jugs
• Calibrated thermometer • Chocolate powder and 7g scoop • Chocolate dusting • Double or triple shot group handle
How to prepare Mocha Latte? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of hot chocolate following Brand standard • Prepare a jug of frothed milk following Brand standard • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the espresso cups • While your espresso is extracting, empty the water from the glass and add hot chocolate leaving enough space for the espresso shots and an additional 1cm for milk froth • Quickly pour the espresso shots through the top of the chocolate • Top with frothed milk • Our Mocha Latte should have 1cm of froth (+/- 2mm) and milk blob on top • Offer chocolate sprinkles to the customer and apply with 3 beans stencil whether eat in or takeaway • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer A mocha latte will have a weaker aftertaste of coffee compared to a mocha. To avoid chocolate powder sticking to the bottom, ensure you add the milk into the jug before the chocolate powder. It is recommended to use a single bean stencil for a primo size eat-in. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Coffee shots (ml) EI 1 (30ml)
2 (60ml)
3 (80ml)
TA 2 (60ml) How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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CORTADO The powerful taste of Mocha Italia at its very best, perfectly complimented with a little velvety milk.
Tools needed • Double shot group handle • Costa cortado glass – 130ml or • 7oz takeaway cup and lid • Costa doppio saucer • Espresso spoon
• Napkin • Clean, empty 600ml milk jug • Calibrated thermometer • Timer
How to prepare Cortado? • Prepare a jug of textured milk to Brand standard • Prepare 2 coffee shots following tamping procedure • Lock the group handle into the coffee machine and immediately extract your shots into the glass for 10 seconds (20ml) using the manual switch and a timer • While your cortado shots are extracting, tap and gently swirl your milk until it is smooth and shiny • If you find your milk is too frothy, tip the top layer away • Steadily pour the textured milk into the centre of the coffee and wiggle the jug from side to side, gradually moving the jug backwards • Finally, pour forwards through the pattern to form a florette or heart pattern • The Cortado should have no more than 0.5cm of micro-bubble foam • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Using only the shortest of extractions ensure we get the sweetest taste out of the coffee. Texturing milk is easier if you use a cold jug. If you have the space, keep your milk jug in the fridge. Don’t keep your cortado glasses on the top of the coffee machine or heat them with hot water – the glass is fragile and will heat up very quickly. Team members can produce different latte art on top of the drink and should feel free to customise any cortado if time permits. Always prepare any milk before extracting coffee. Cortado glass
Coffee shots (ml) 2 (20ml in 10 secs) How to serve Cortado glass Doppio saucer Espresso spoon Napkin
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FLAT WHITE Intense and rich coffee mellowed with velvety smooth textured milk.
Tools needed • Triple group handle • Costa primo cup or primo takeaway cup and lid • Costa primo saucer
• Teaspoon • Clean, empty milk jug • Calibrated thermometer
How to prepare Flat White? • Prepare a jug of textured milk following Brand standard • Prepare 3 coffee shots following tamping procedure • Lock the group handle into the coffee machine and immediately extract your cortissimo shot into the cup • While your cortissimo is extracting, tap and gently swirl the milk mixture until it is smooth and velvety • Steadily pour the textured milk into the centre of the coffee and wiggle the jug from side to side, gradually moving the jug backwards • Finally, pour forwards through the wiggly shape to form a florette or a heart pattern • The Flat White should have no more than 0.5cm of micro-bubble foam • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer We only produce a flat white in a primo size as we cannot re-produce the cortissimo at larger sizes also due to caffeine content it is not really advisable to increase this in a larger size. For an extra shot extract a single ristretto and add this to the cortissimo. If time permits team members can produce different latte art on top of the drink and should feel free to customise any flat white. Texturing milk is easier if you use a cold jug. If you have the space, keep your milk jug in the fridge. Using different milk will make the drink less rich and the latte art may be less defined. For takeaway cup leave 1cm gap from the top of the cup. Remember, as we extract the cortissimo shot for 15 seconds only we have the best part of the espresso and due to more crema this drink has less caffeine than a small cappuccino for example. The caffeine content of an espresso is in the liquid part of the espresso. Primo
Primo
Coffee shots (ml)
Decaffeinated coffee shots (ml)
3 (30ml in 15 sec)
2 (60ml in 20 sec)
How to serve
How to serve
Primo cup
Primo cup
Primo saucer
Primo saucer
Teaspoon
Teaspoon
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MOCHA CORTADO Smooth chocolate drink with a rich taste of coffee.
Tools needed • Double shot group handle • Costa cortado glass or 7oz takeaway cup and lid • Costa doppio saucer • Espresso spoon • Napkin
• Clean, empty 600ml milk jugs • Calibrated thermometer • Timer • Chocolate powder and 7g scoop • Chocolate dusting
How to prepare Mocha Cortado? • Prepare a jug of hot chocolate following Brand standard • Prepare a jug of frothed milk following Brand standard • Prepare 2 coffee shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract your corto shot into the glass for 10 seconds (20 ml) using the manual switch and a timer • While your corto shot is extracting, tap and gently swirl your milk and chocolate until they are smooth and shiny • Steadily pour the frothed hot chocolate into the centre of the coffee • Top with milk froth • Offer chocolate sprinkles to the customer and apply with Costa single bean stencil whether eat in or takeaway • The Mocha Cortado should have no more than 0.5cm of foam and small milk blob on top • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Using only the shortest of extractions ensure we get the sweetest taste out of the coffee. Don’t keep your cortado glasses on the top of the coffee machine or heat it with hot water – the glass is fragile and will heat up very quickly.
Cortado glass
Coffee shots (ml) 2 (20ml in 10 secs) How to serve Cortado glass Doppio saucer Espresso spoon Napkin
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CHAI LATTE Extract of black tea with aromatic spices served as a sweetened milky latte.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon or latte spoon • Clean, empty milk jug
• Calibrated thermometer • Napkin • Chai Latte and Cinnamon powder • 7g scoop
How to prepare Chai Latte? • If using a latte glass heat it up by third filling with hot water • Third fill the second jug with milk and add chai powder and froth to Brand standard • Prepare a separate jug of frothed milk following Brand standard • Steam the chai mixture to 150°F • Empty water from the glass and add chai to within 1cm of the rim • Top with frothed milk • Our Chai Latte should have 1cm (+/- 2mm) of froth and milk blob on the top • Offer cinnamon sprinkles to the customer whether eat in or takeaway and spread evenly across the drink • If takeaway place the lid on the cup - it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer For takeaway cups leave a 1cm gap from the top of the cup.
Primo
Medio
Massimo
Chai powder scoops 600ml jug
1L jug
1.5L jug
2
3
5
How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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BABYCCINO/CHOCOLATE BABYCCINO Babyccino is a drink of frothed milk or hot chocolate. A little treat for children. It does not contain coffee.
Tools needed • Double espresso cup or takeaway cup and lid • Double espresso saucer • Espresso spoon • Clean, empty 600ml milk jug
• Calibrated thermometer • Chocolate powder and 7g scoop and chocolate dusting • Chocolate dusting • Marshmallow or flake
How to prepare a Babyccino? • Prepare a 600ml jug of frothed milk following Brand standard • Fill the cup with milk and dust with chocolate sprinkles • Place one marshmallow on the saucer
How to prepare a Chocolate Babyccino? • Prepare a 600ml jug of frothed hot chocolate following Brand standard • Fill the cup with chocolate and dust with chocolate sprinkles • Place one marshmallow or flake on the saucer The babyccino has been designed for children therefore there is no need to heat the cup with hot water. Remind customers that the milk or hot chocolate is freshly frothed and to be conscious of this when serving to a child. The milk or chocolate can be made cooler if customers request it.
Marshmallows or Flakes 1 How to serve Double espresso cup Double espresso saucer Espresso spoon
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SPECIALITY LATTE Costa latte enriched with Monin flavoured syrup: Vanilla, Caramel, Cinnamon, Gingerbread, Roasted Hazelnut.
Tools needed • Tools needed • Costa glass or cup or takeaway cup and lid • Double or triple shot group handle • Costa saucer • Teaspoon or latte spoon
• Clean, empty milk jug • Calibrated thermometer • Napkin • Monin Flavoured Syrup with 5ml pump
How to prepare Speciality Latte? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of steamed milk following Brand standard • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the cup • While your espresso is extracting, empty water from the glass and add the relevant Monin syrup flavour to the glass: – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Follow with adding steamed milk, leaving enough space for the espresso shots • Quickly pour the espresso shots through the top of the milk to produce a drop mark • Our Speciality Latte should have 1cm (+/- 2mm) of froth on top, single coffee drop mark and an even colour throughout the drink • If takeaway place the lid on the cup - it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Takeaway primo latte has 2 shots instead of 1 as the cup is a bit bigger and this gives the drink the right balance of flavour. The espresso is poured over the milk to get an even flavour and colour throughout. Always prepare any milk before extracting coffee. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Coffee shots (ml) EI 1 (30ml)
2 (60ml)
3 (80ml)
TA 2 (60ml) How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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TEA The customer should be allowed to brew the tea themselves to their personal taste but 3 minutes is the recommended time..
Traditional Everyday Tea or Decaf Tea Tools needed • Warmed primo cup or medio takeaway cup and lid • Primo saucer and tea spoon
• Tea Pot • Small milk jug
How to serve? • Place the tea bag in the tea pot and fill with hot water leaving the tag on the outside • Only fill the tea pot 2/3 full to ensure the water does not spill out of the spout when the customer is walking over to the table • Prepare a clean cup on the primo saucer with a spoon and a small jug of milk • Place everything on the tray • For takeaway place the tea bag in the cup with the string tag hanging on the outside and fill with water. Ask the customer how much milk they would like. If requested serve in a separate espresso takeaway cup and lid • Ensure the lid is fitted before handing over to the customer
Speciality Teas Tools needed • Primo latte glass or primo takeaway cup and lid • Medio saucer, napkin and long latte spoon
• Tea pot • Silk Tea pyramids
How to serve? • Fill the tea pot with hot water • Only fill the tea pot 2/3 full to ensure the water does not spill out of the spout when the customer is walking over to the table • Prepare the empty latte glass on the saucer with the napkin and latte spoon • Tea bag should be placed on the side of the saucer • Place everything on the tray • Herbal teas are not usually served with milk but it should be given if requested • For takeaway place the tea bag in the cup with the string tag hanging on the outside and fill with hot water • Ensure the lid is fitted before handing over to the customer Extra milk or extra tea bags should be given free of charge. If lemon slices are requested, place 2 on the saucer. Takeaway tea can be served in any size cup if requested. Where possible use water boiler to make tea – it will save draining water from the coffee machine. If teas are kept in the caddies provided day dots must be applied following the use by date of the outer box. For takeaway cups leave a 1cm gap from the top of the cup.
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COFFEE COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• Milk • Ice
How to prepare Coffee Cooler? • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Ice takeaway cup • Immediately fill the cup with cold milk up to the top of the 2nd line • Fill the cup up to the top with ice and pour to the blender • Add the required scoops of vanilla powder • Blend for 15 seconds or program 1 • Bang and swirl to get a smooth consistency • Pour into the Costa Ice takeaway cup • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is able to stand up in it. If a customer asks for less coffee use 1 shot less. For Decaff, extract the POD as usual. Cream and flavoured syrups can be offered as an additional extra. Flavoured syrups should be added to the blender jug: 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo.
Primo
Medio
Massimo
Coffee shots (ml) 1 (30ml)
2 (60ml)
3 (80ml)
Vanilla powder scoops 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
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MOCHA COFFEE COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• FDL Belgian Chocolate sauce with 15ml pump • Milk • Ice
How to prepare Mocha Coffee Cooler? • Extract the required shots of espresso following the Brand standard • Pour espresso into the Costa Ice takeaway cup • Immediately fill the cup with cold milk up to the top of the 2nd line • Fill the cup up to the top with ice and pour to blender • Add the required scoops of vanilla powder • Add the required pumps of Chocolate sauce • Blend for 15 seconds or program 1 • Bang and swirl to get a smooth consistency • Pour into the Costa Ice takeaway cup • Place a lid on the drink, insert a stroon and serve to the customer Cream can be offered as an additional extra. The consistency of the drink should be thick so that the straw is able to stand up in it. If a customer asks for less coffee use 1 shot less. For Decaff, extract the POD as usual.
Primo
Medio
Massimo
Coffee shots (ml) 1 (30ml)
2 (60ml)
3 (80ml)
Vanilla powder scoops 2
3
4
Chocolate syrup pumps 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
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CARAMEL LATTE COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• Monin Caramel syrup with 5ml pump • Monin Caramel sauce • Milk • Ice
How to prepare a Caramel Latte Cooler? • Extract the required shots of espresso following the Brand standard • Pour espresso into the Costa Ice takeaway cup • Immediately fill the cup with cold milk up to the top of the 2nd line • Fill the cup up to the top with ice and pour to blender • Add the required scoops of vanilla powder • Add the required pumps of caramel syrup • Blend for 15 seconds or program 1 • Drizzle caramel sauce up the side of the cup in a spiral pattern • Bang and swirl to get a smooth consistency • Pour into the Costa Ice takeaway cup • Place a lid on the drink, insert a stroon and serve to the customer Cream can be offered as an additional extra. The consistency of the drink should be thick so that the straw is able to stand up in it. If a customer asks for less coffee use 1 shot less. For Decaff, extract the POD as usual.
Primo
Medio
Massimo
Coffee shots (ml)
1 (30ml)
2 (60ml)
3 (80ml)
Vanilla powder scoops 2
3
4
Caramel syrup pumps 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
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BELGIAN CHOCOLATE CREAMY COOLER Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• Belgian Chocolate sauce with 15ml pump • Milk • Ice • Cream
How to prepare Belgian Chocolate Creamy Cooler? • Fill the Costa Ice takeaway cup with cold milk up to the 2nd line • Fill the cup up to the top with ice and pour to the blender • Add the required scoops of vanilla powder • Add the required pumps of Belgian Chocolate sauce • Blend for 15 seconds or program 1 • Bang and swirl to get a smooth consistency • Pour into the Costa Ice takeaway cup • Add cream following the Brand standard • Drizzle Belgian chocolate sauce in a zigzag pattern on top • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is able to stand up in it. Due to the high calorie level Costa has decided not to create massimo sizes for creamy coolers.
Primo
Medio
Vanilla powder scoops 2
3 Belgian chocolate sauce pumps
2
3 How to serve
Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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RASPBERRY AND WHITE CHOCOLATE CREAMY COOLER Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop • FDL White Chocolate sauce with
15ml pump • Raspberry sauce with 15ml pump • Milk • Ice • Cream
How to prepare Raspberry and White Chocolate Creamy Cooler? • Fill the Costa Ice takeaway cup with cold milk up to the 2nd line • Fill the cup up to the top with ice and pour into the blender • Add the required scoops of vanilla powder • Add the required pumps of White Chocolate sauce • Blend for 15 seconds or program 1 • Bang and swirl to get a smooth consistency • Drizzle 1 pump (15ml) of Raspberry sauce down the inside of the cup, turning it so you get streams down the inside • Pour the white chocolate cooler into the Costa Ice takeaway cup • Add cream following the Brand standard • Drizzle with raspberry sauce in a zigzag pattern on top • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is able to stand up in it. Due to the high calorie level Costa has decided not to create massimo sizes for Creamy coolers.
Primo
Medio
Vanilla powder scoops 2
3 White chocolate sauce pumps
2
3 How to serve
Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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STRAWBERRY CREAMY COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop • Monin Strawberry puree with 15ml pump
• Milk • Ice • Cream
How to prepare Strawberry Creamy cooler? • Fill up the Costa Ice takeaway cup with cold milk up to the top of the 2nd line • Fill the cup up to the top with ice and pour into the blender • Add the required scoops of vanilla powder • Add the required pumps of Monin Strawberry puree • Blend for 15 seconds or program 1 • Bang and swirl the jug to get a smooth consistency • Pour into the Costa Ice takeaway cup • Add cream following Brand standard • Drizzle with strawberry sauce in a zigzag pattern on top • Place a lid onto the drink, insert a stroon and serve to customer The consistency of the drink should be thick so that the straw is able to stand up in it. Due to the high calorie level Costa has decided not to create massimo sizes for creamy coolers.
Primo
Medio
Vanilla powder scoops 2
3 Strawberry puree pumps
2
3 How to serve
Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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ICED FRUIT COOLER A sweet and fruity ice blended drink.
Tools needed • Costa Ice takeaway cup and lid • Stroon
• Fruit Cooler base • Ice
How to prepare Fruit Cooler? • Fill the cup with Fruit Cooler base to the 3rd line • Fill the cup up to the top with ice and pour to the blender • Blend for 15 seconds or program 1 • If the ice has not been fully blended, press P for a few seconds • Bang and swirl the jug to get a smooth consistency • Pour the contents into the cup • Place a lid on the drink, insert a stroon and serve to the customer Ensure the ice is not in big blocks as this will be harder to blend. Always check the day dot of the product before use to ensure in date. The consistency of the drink should be thick so that the straw is able to stand up in it.
Primo
Medio
Massimo
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
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GREEN TEA LIME AND MINT FRUIT COOLER A fruity ice blended drink with flavour and aroma of fresh mint.
Tools needed • Costa Ice takeaway cup and lid • Stroon • Lime Cooler base
• Fresh Mint • Ice
How to prepare Green Tea Lime and Mint Fruit Cooler? • Fill the cup with Lime Cooler base to the 3rd line • Fill the cup up to the top with ice and pour to the blender • Add the required amount of mint leaves • Blend for 15 seconds or program 1 • If the ice has not been fully blended, press P for a few seconds • Bang and swirl the jug to get a smooth consistency • Pour the content into the cup • Garnish with fresh mint • Place a lid on the drink, insert a stroon and serve to the customer Use larger leaves from the bottom of the stem for blending and use the small tips and leaves for garnish. The consistency of the drink should be thick so that the straw is able to stand up in it.
Primo
Medio
Massimo
Mint Leaves 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
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MINT CHOCOLATE CHIP CREAMY COOLER Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop • Mint sauce with 15ml pump • FDL Belgian Chocolate sauce with 15ml pump
• Belgian chocolate pieces with red scoop • Milk • Ice • Cream
How to prepare a Mint Chocolate Chip Creamy Cooler • Fill up the Costa Ice takeaway cup with cold milk up to the top of the 2nd line • Fill the cup to the top with ice and pour into the blender • Add the required number of scoops of vanilla powder • Add the required number of pumps of Mint sauce • Blend for 15 seconds or program 1 • If all the ice has not been blended press the Pulse button for a few seconds • Add the required number of red scoops of Belgian Chocolate pieces to the blender jug • Press and quickly release the Pulse button twice • Bang and swirl the jug to get smooth consistency • Pour into the Costa Ice takeaway cup • Add cream following Brand standard • Drizzle with Belgian Chocolate sauce in a zigzag pattern on top • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is standing up in the finished drink. Primo
Medio
Vanilla powder scoops 2
3 Mint sauce (ml)
2 (30ml)
3 (45ml)
Chocolate pieces scoops (red) 2
3 How to serve
Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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ICED FRESHLY SQUEEZED LEMONADE Tools needed • Costa Ice takeaway cup and lid • Clear straw • Freshly Squeezed Lemonade • Ice • Lemon slice
How to prepare an Iced Freshly Squeezed Lemonade • Fill the Costa Ice cup with Freshly Squeezed Lemonade to line 3 • Add ice to fill the cup • Garnish with a lemon slice • Place lid on the drink, insert a straw and serve to the customer Remember to shake the Freshly Squeezed Lemonade before pouring into the cup.
Primo
Medio
Massimo
How to serve Primo Costa Ice Medio Costa Ice Massimo Costa Ice takeaway cup, lid and straw takeaway cup, lid and straw takeaway cup, lid and straw
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ICED FRESHLY SQUEEZED PEACH LEMONADE Tools needed • Costa Ice takeaway cup and lid • Clear straw • Freshly Squeezed Lemonade
• Ice • Lemon slice • Peach sauce with 15ml pump
How to prepare an Iced Freshly Squeezed Peach Lemonade • Add the required number of pumps of Peach sauce to the Costa Ice cup • Fill the Costa Ice cup with Freshly Squeezed Lemonade to line 3 • Add ice to fill the cup • Garnish with a lemon slice • Place lid on the drink, insert a straw and serve to the customer Remember to shake the Freshly Squeezed Lemonade before pouring into the cup.
Primo
Medio
Massimo
Peach Sauce Pumps (ml) 2 (30ml) 3 (45ml) 4 (60ml) How to serve Primo Costa Ice Medio Costa Ice Massimo Costa Ice takeaway cup, lid and straw takeaway cup, lid and straw takeaway cup, lid and straw
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LEMON ICED TEA Freshly brewed tea gives great flavour and authenticity.
Tools needed • Primo Costa Ice cup and lid • Clear straw • Teapot and the Everyday Tea teabag • Lemonade sauce with 15ml pump
• Timer • Ice • Lemon slice • Fresh Mint • Latte spoon
How to prepare Lemon Iced Tea? • Place the teabag into the teapot • ¾ fill the pot with boiling water • Start the timer to brew for 45 seconds • While your tea is brewing, fill Ice Costa cup to the top with ice • Add Lemonade sauce • When the timer sounds pour the brewed tea over the ice until the cup is full • Stir thoroughly with a clean Latte spoon and add more ice if required • Garnish with a lemon slice and a fresh mint leaf • Place a lid on the drink, insert a clear straw and serve to the customer Green or decaf teabags can be used at the customer’s request. Check that the drink has ice remaining before serving. During the winter season garnish with lemon only.
Primo
Medio
Massimo
Lemonade sauce (ml) 2 (30ml)
3 (45ml)
4 (60ml)
How to serve Primo Costa Ice takeaway cup, lid and clear straw
Medio Costa Ice takeaway cup, lid and clean straw
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Massimo Costa Ice takeaway cup, lid and clear straw
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PEACH ICED TEA Freshly brewed tea gives great flavour and authenticity.
Tools needed • Primo Costa Ice cup and lid • Clear straw • Teapot and the Everyday Tea teabag • Peach lemonade sauce with 15ml pump
• Timer • Ice • Lemon slice • Fresh Mint • Latte spoon
How to prepare Peach Iced Tea? • Place the teabag into the teapot • ¾ fill the pot with boiling water • Start the timer to brew for 45 seconds • While your tea is brewing, fill Ice Costa cup to the top with ice • Add Peach Lemonade sauce • When the timer sounds pour the brewed tea over the ice until the cup is full • Stir thoroughly with a clean latte spoon and add more ice if required • Garnish with a lemon slice and a fresh mint leaf • Place a lid on the drink, insert a clear straw and serve to the customer Green or decaf teabags can be used at the customer’s request. Check that the drink has ice remaining before serving. During the winter season garnish iced tea with lemon only.
Primo
Medio
Massimo
Peach lemonade sauce (ml) 2 (30ml)
3 (45ml)
4 (60ml)
How to serve Primo Costa Ice takeaway cup, lid and clear straw
Medio Costa Ice takeaway cup, lid and clean straw
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Massimo Costa Ice takeaway cup, lid and clear straw
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BOTTLED DRINKS
Tools needed • Glass • Ice
Types of bottled drinks • Water – still and sparkling. • Soft drinks. • Juices. • Smoothies.
How to serve bottled drinks? • For each stay in bottled drink customers should be offered a glass • Team members should ask if customer wishes to have any ice • Only water glass is allowed – no latte glasses or cups should be given to customers Never use the glass when it is still hot from the dishwasher. Do not use cooler cups when serving bottled drinks to drink in. The cost of cooler cups is very high and will eat into your margin for bottled drinks and also looks less appealing.
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ICED ESPRESSO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin
• Costa Shaker • Monin Gomme syrup with 5ml pump • Ice • Double shot group handle
How to prepare an Iced Espresso? • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 1 pump (5ml) for solo, 2 (10ml) for doppio • Fill the Costa Shaker with ice to the 2nd line (Corto/Cortado measure) • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. It is recommended to sweeten the drink but it can be made without the Gomme syrup.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20sec)
2 (60ml in 20sec) How to serve
Cortado glass,doppio saucer, espresso spoon and napkin
Cortado glass,doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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ICED ESPRESSO MACCHIATO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin • Clean jug with calibrated thermometer
• Costa Shaker • Monin Gomme syrup with 5ml pump • Ice & Milk • Teaspoon • Double shot group handle
How to prepare an Iced Espresso Macchiato? • Prepare a jug of frothed milk • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 1 pump (5ml) for solo, 2 (10ml) for doppio • Fill the Costa Shaker with ice to the 2nd line (Corto/Cortado measure) • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • Add 2 spoons of dry milk froth on top of the drink • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. Remember that macchiato means ‘marked’ in Italian and refers to the mark of milk froth added - do not top up the glass with frothed milk.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20sec)
2 (60ml in 20sec) How to serve
Cortado glass,doppio saucer, espresso spoon and napkin
Cortado glass,doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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ICED RISTRETTO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin • Timer
• Costa Shaker • Monin Gomme syrup with 5ml pump • Ice • Double shot group handle
How to prepare an Iced Ristretto? • Extract the required shots of espresso following Brand standard (20ml in 15 sec or 40ml in 15sec) • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 1 pump (5ml) for solo, 2 (10ml) for doppio • Fill the Costa Shaker with ice to the 2nd line (Corto/Cortado measure) • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. It is recommended to sweeten the drink but it can be made without Gomme syrup.
Solo
Doppio
Coffee shots (ml) 1 (20ml in 15sec)
2 (40ml in 15sec) How to serve
Cortado glass,doppio saucer, espresso spoon and napkin
Cortado glass,doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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ICED AMERICANO
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Ice
• Monin Gomme syrup with 5ml pump • Chilled drinking water in the blue jug • Double or triple shot group handle
How to prepare an Iced Americano? • Extract the required shots of espresso following Brand standard • For massimo size use 2 double group handles to ensure correct amount of liquid • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Fill the Costa Shaker with ice to the 2nd line following size measurements (Primo/Medio/Massimo) • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold water to the 3rd line • Add ice to the 4th line • Gently pour the shaken espresso into the cup so it floats on top of the water • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee use 1 shot less. If a decaf iced Americano is requested follow the recipe but use a decaf pod following Brand standard. It is recommended to sweeten the drink but it can be made without the Gomme syrup. Milk can be added to the drink if requested by a customer. Leave the gap in the cup and pour the agreed amount of milk on the top of the Iced Americano. If milk is requested by a customer leave a gap in customer’s cup and pour the agreed amount of milk on the top of the drink. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED CAPPUCCINO
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Clean jug with calibrated thermometer • Monin Gomme syrup with 5ml pump
• Ice & Milk • Teaspoon • Chocolate dusting • Costa stencil • Double or triple shot group handle
How to prepare an Iced Cappuccino? • Prepare a jug of frothed milk • Extract the required shots of espresso following Brand standard • For massimo size use 2 double group handles to ensure correct amount of liquid • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Fill the Costa Shaker with ice to the 2nd line following size measurements (Primo/Medio/Massimo) • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold milk to the top of the 1st line • Add ice to the 3rd line • Gently pour the shaken espresso into the cup so it floats on top of the milk leaving a 2cm space at the top • Add dry milk froth to the top of the drink with a spoon • Offer chocolate sprinkles to the customer and apply with a Costa stencil • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee use 1 shot less. It is recommended to sweeten the drink but it can be made without the Gomme syrup. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED LATTE
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker
• Monin Gomme syrup with 5ml pump • Ice & Milk • Double or triple shot group handle
How to prepare an Iced Latte? • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Fill the Costa Shaker with ice to the 2nd line following size measurements (Primo/Medio/Massimo) • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold milk to the top of the 3rd line • Add ice to the 4th line • Gently pour the shaken espresso into the cup so it floats on top of the milk • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee use 1 shot less. It is recommended to sweeten the drink but it can be made without Gomme syrup.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
2 (60ml)
3 (80ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED FLAVOURED LATTE
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker
• Monin syrup with 5ml pump • Ice & Milk • Double or triple shot group handle
How to prepare an Iced Flavoured Latte? • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Shaker • Add flavoured Monin syrup that customer requested – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Fill the Costa Shaker with ice to the 2nd line following size measurements (Primo/Medio/Massimo) • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold milk to the top of the 3rd line • Add ice to the 4th line • Gently pour the shaken espresso into the cup so it floats on top of the milk • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee use 1 shot less.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
2 (60ml)
3 (80ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED MOCHA
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Latte spoon
• FDL Belgian Chocolate sauce with 15ml pump • Ice & Milk • Double or triple shot group handle
How to prepare an Iced Mocha? • Extract the required shots of espresso following Brand standard • For massimo size use 2 double group handles to ensure correct amount of liquid • Pour espresso into the Costa Shaker • Add the required number of pumps of Belgian Chocolate sauce • Use a latte spoon to dissolve the chocolate sauce • Fill the Costa Shaker with ice to the 2nd line • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold milk to the top of the 3rd line • Add ice to the 4th line • Gently pour the shaken coffee into the cup • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee, use 1 shot less. This will make the drink more milky and less rich in flavour.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
Belgian Chocolate sauce pumps (ml) 2 (30ml)
3 (45ml)
4 (60ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED CHOCOLATE
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Clean jug with calibrated thermometer
• FDL Belgian Chocolate sauce with 15ml pump • Ice & Milk • Latte spoon
How to prepare an Iced Chocolate? • Prepare a jug of steamed milk • Pour hot milk to the 1st line following size measurements (Primo/Medio/Massimo) • Add the required number of pumps of Belgian Chocolate sauce to the Costa Shaker • Use a latte spoon to dissolve the chocolate sauce • Add cold milk to the Costa Shaker to the 3rd line • Fill the Costa Shaker with ice to the 4th line • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with ice to the top of the 4th line • Gently pour the shaken chocolate into the cup • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the custome Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. Cream can be offered as an additional extra.
Primo
Medio
Massimo
Belgian Chocolate sauce pumps (ml) 2 (30ml)
3 (45ml)
4 (60ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED CHAI LATTE
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Clean jug with calibrated
thermometer • Costa Chai powder with 7g scoop • Ice & Milk • Latte spoon
How to prepare an Iced Chai Latte? • Prepare a jug of frothed milk • Pour hot milk to the 1st line following size measurements (Primo/Medio/Massimo) • Add the required number of leveled scoops of Costa Chai powder to the Costa Shaker • Use a latte spoon to dissolve the Chai powder • Add cold milk to the Costa Shaker to the 3rd line • Fill the Costa Shaker with ice to the 4th line • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with ice to the top of the 4th line • Gently pour the shaken chai into the cup • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on.
Primo
Medio
Massimo
Chai powder scoops 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED CORTADO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin • Timer
• Costa Shaker • Monin Gomme syrup with 5ml pump • Ice & Milk • Double shot group handle
How to prepare an Iced Cortado? • Prepare 2 shots of coffee following Brand standard • Extract the coffee shots into a double espresso cup (20ml in 10sec) using a manual extraction button • Pour the corto into the Costa Shaker • Add 1 pump of Monin Gomme syrup • Fill the Costa Shaker with cold milk to the 2nd line (Corto/Cortado measure) • Add ice to the 3rd line • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. Shaking the coffee and milk together creates the creamy textured style milk known in the hot version of this drink. It is recommended to sweeten the drink but it can be made without the Gomme syrup.
Cortado
Cortado
Coffee shots (ml)
Decaffeinated coffee shots (ml)
2 (20ml in 10sec)
2 (20ml in 10sec)
How to serve
How to serve
Cortado glass, doppio saucer, espresso spoon and napkin
Cortado glass, doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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ICED MOCHA CORTADO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin • Latte spoon
• Costa Shaker • FDL Belgian Chocolate sauce with 15ml pump • Ice & Milk • Double shot group handle • Timer
How to prepare an Iced Mocha Cortado? • Prepare 2 shots of coffee following Brand standard • Extract the coffee shots into a double espresso cup (20ml in 10sec) using a manual extraction button • Pour the corto into the Costa Shaker • Add 1 pump of Belgian Chocolate sauce • Use a latte spoon to dissolve the chocolate sauce • Fill the Costa Shaker with cold milk to the 2nd line (Corto/Cortado measure) • Add ice to the 3rd line • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. Shaking the coffee and milk together creates the creamy textured style milk known in the hot version of this drink.
Cortado
Cortado
Coffee shots (ml)
Decaffeinated coffee shots (ml)
2 (20ml in 10sec)
2 (20ml in 10sec)
How to serve
How to serve
Cortado glass,doppio saucer, espresso spoon and napkin
Cortado glass, doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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RECIPE MATRIX Mocha Italia / Limited Roast
Drink size
Coffee shots
Millilitres
Extraction time
1
30ml
20sec
2
60ml
20sec
Solo
1
20ml
15sec
Doppio
2
40ml
15sec
1
30ml
20sec
2
60ml
20sec
Primo
2
60ml
20sec
Medio
3
80ml
35sec
Massimo
4
120ml
2x20sec
Primo
2
60ml
20sec
Medio
3
80ml
35sec
Massimo
4
120ml
2x20sec
EI1 TA 2 2
EI 30ml TA 60ml 60ml
3
80ml
35sec
Primo
2
60ml
20sec
Medio
3
80ml
35sec
4
120ml
2x20sec
Primo
3
30ml
15sec
Cortado / Mocha Cortado Cortado
2
20ml
10sec
Espresso Solo Doppio Ristretto
Macchiato Solo Doppio Americano
Cappuccino
Latte / Mocha Latte Primo Medio Massimo
20sec 20sec
Mocha
Massimo Flat white
Points to remember: • Always use 2 double shot group handles to extract 4 shots of espresso (2x60ml =120ml). Using the triple shot plus 1 single espresso is not allowed as it results in less coffee being extracted (only 110ml). • Group handles should never be used from cold as this will make the espresso taste bitter • If your group handle is cold, warm the empty handle by locking it into the group head and running water through it for 5 seconds • You should leave your group handles (with washed coffee from the previous extraction) in the group head until the next order. Leaving the group handle in empty will make the handles too hot and result in fresh grind being burnt • Only prepare coffee shots if you intend to use them immediately. Leaving shots in the group handle on the side will affect the aroma and taste due to being left out in the air • If you leave the group handle with fresh coffee locked in the coffee machine – heat will affect it and the coffee will taste burnt • Remember to clean the dosing chamber at least once a day with a brush to ensure old grind does not get stuck on the chamber walls effecting the weight of your shots or contaminate freshly ground coffee
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RECIPE MATRIX Decaffeinated Pods
Drink size
Decaf podsshots
Coffee shots
Millilitres
Extraction time
1
1
30ml
20sec
1
2
60ml
20sec
Solo
1
1
20ml
15sec
Doppio
1
2
40ml
15sec
1
1
30ml
20sec
1
2
60ml
20sec
Primo
1
2
60ml
20sec
Medio
2
3
90ml
2x20sec
Massimo
2
4
120ml
2x20sec
Primo
1
2
60ml
20sec
Medio
2
3
90ml
2x20sec
Massimo
2
4
120ml
2x20sec
Primo
1 1
EI 30ml TA 60ml 60ml
20sec
Medio
EI1 TA 2 2
Massimo
2
3
90ml
2x20sec
Primo
1
2
60ml
20sec
Medio
2
3
90ml
2x20sec
2
4
120ml
2x20sec
Primo
1
2
60ml
20sec
Cortado / Mocha Cortado Cortado
1
2
20ml
10sec
Espresso Solo Doppio Ristretto
Macchiato Solo Doppio Americano
Cappuccino
Latte / Mocha Latte
20sec
Mocha
Massimo Flat white
Points to remember: • Each pod produces 2 shots of espresso • To get a triple shot, use 2 separate pods and extract a double espresso and 2 single espressos. Use the double espresso plus 1 single espresso. The fourth shot should be discarded • Always use a warm red group handle with a pod basket and ensure to keep the handle away from the other handles so it does not touch any coffee grind • Clean the group head you wish to use by flushing it for 2 seconds to remove any caffeine residue to avoid cross contamination • The pod has small raised dots on one side; this indicates the top of the pod and should be put in the handle with these facing up to allow the hot water to run through the coffee rather than the side resulting in a more watery extraction • The pods have a solid cake which shouldn’t be disturbed or broken up by storing them in a container where they need to be pushed or squashed
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SEASONAL
Seasonal Aug
ust
3 1 1
January
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SPECIALITY CAPPUCCINO A perfect combination of rich coffee blended with milk and cocoa-dusted froth enriched with sweet syrup.
Tools needed • Costa cup or takeaway cup and lid • Costa saucer • Teaspoon • Clean, empty milk jug
• Calibrated thermometer • Monin syrup with 5ml pump • Costa Magic Cocoa dusting
How to prepare Speciality Cappuccino • Prepare a jug of froth milk following Brand standard • Add the Monin syrup to the cup: – 2 pumps for primo, 3 for medio and 4 for massimo • Prepare coffee shots following tamping procedure • For massimo size use 2 double group handles to ensure correct amount of liquid • Lock group handle into the coffee machine and immediately extract shots of espresso into the cup • While your espresso is extracting, bang and swirl the milk • Gently rolling the espresso in the cup before adding the milk will help to achieve a crema ring • Steadily pour the milk in the centre of the espresso keeping the jug low to the cup • The Cappuccino should have 1/3 froth, 1/3 of milk and 1/3 of coffee and at least half of a crema ring around the edge • Offer the customer Costa Magic Cocoa sprinkles and apply with a Costa stencil whether eat in or takeaway • If takeaway place the lid on the cup - it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer A ring of crema allows customers to taste coffee from the first sip of their drink. Always prepare any milk before extracting coffee to allow milk to settle and achieve the correct consistency once bang and swirled. Coffee extracted last will ensure the best quality and taste at all times. Using different milk will make the drink less creamy. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo cup
Medio cup
Massimo cup
Primo saucer
Medio saucer
Medio saucer
Tea spoon
Tea spoon
Tea spoon
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BELGIAN CHOCOLATE CREAM Tools needed • Fresh whipping cream • Clean cream canister • Gas bulb
• FDL Belgian Chocolate sauce with 15ml pump
How to prepare a Belgian Chocolate Cream • Half fill the clean canister with whipping cream • Add 4 pumps (60ml) of Belgian Chocolate sauce to the cream canister • Screw the lid on firmly • Shake the canister upside down for 10 seconds • Place a gas bulb into the holder and carefully screw into position • Shake the canister upside down for 30 seconds • Dispense a portion of whipped cream into a cup in a zigzag motion • Using the correct size nozzle will dispense the correct amount of cream
How to store whipped cream • Once made day dot the cream canister with 24 hours only with date and time • Day dot the opened cream bottle with 3 days or expiry date, depending which comes first • The cream canister and the opened cream bottle should be stored in the fridge • Fridge temperature should never exceed 8°C To really finish off our drinks, Belgian Chocolate cream adds extra richness. Before taking the lid off an empty canister, ensure you dispense all the gas from the canister. Ensure to clean the cream canister between uses.
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CARAMEL FUDGE CREAMY COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• Caramel fudge sauce with 15ml pump • Milk & Ice • Cream • Caramel Fudge pieces
How to prepare a Caramel Fudge Creamy Cooler • Fill up the Costa Ice takeaway cup with cold milk up to the top of the 2nd line • Fill the cup to the top with ice and pour into the blender • Add the required number of scoops of vanilla powder • Add the required number of pumps of Caramel Fudge sauce • Blend for 15 seconds or program 1 • Bang and swirl the jug to get a smooth consistency • Pour into the Costa Ice takeaway cup • Add cream following Brand standard • Sprinkle caramel fudge pieces on top • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is standing up in the finished drink.
Primo
Medio
Vanilla powder scoops 2
3
Caramel Fudge sauce pumps (ml) 2 (30ml) 3 (45ml) How to serve Primo Costa Ice Medio Costa Ice takeaway cup, lid and stroon takeaway cup, lid and stroon
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DOUBLE CHOCOLATE COOKIE MOCHA Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop • Chocolate cream
• FDL Belgian Chocolate sauce with 15ml pump • Milk • Ice • Cookie crumb with red scoop
How to prepare a Double Chocolate Cookie Mocha • Extract the required shots of espresso following the Brand standard • Pour espresso into the Costa Ice takeaway cup • Fill the Costa Ice takeaway cup with cold milk up to the 2nd line • Fill the cup up to the top with ice and pour to the blender • Add the required scoops of vanilla powder • Add the required pumps of Belgian Chocolate sauce • Blend for 15 seconds or program 1 • Add the required red scoops of cookie crumb to the blender and replace the lid • Press and quickly release the Pulse button twice • Bang and swirl to get a smooth consistency • Pour the drink into the Costa Ice takeaway cup • Add chocolate cream following Brand standard • Drizzle Belgian Chocolate sauce in a zigzag pattern on top • Place a lid on the drink, insert a stroon and serve to the customer If a customer asks for less coffee, agree with the customer how many shots they would like. Check if all ice has blended before adding cookie crumb. If all the ice has not blended press the Pulse button for a few seconds. The consistency of the drink should be thick so that the straw is able to stand up in it. Primo
1 (30ml) 2 2 (30ml) 2 Primo Costa Ice takeaway cup, lid and stroon
Medio
Coffee Shots 2 (60ml) Vanilla powder scoops 3 Chocolate sauce pumps (ml) 3 (45ml) Cookie crumb scoops (red) 3 How to serve Medio Costa Ice takeaway cup, lid and stroon
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Massimo
3 (80ml) 4 4 (60ml) 4 Massimo Costa Ice takeaway cup, lid and stroon
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ICED PINEAPPLE COCONUT WATER
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Pineapple Coconut Water
• Ice • Lemon slice
How to prepare an Iced Pineapple Coconut Water • Fill the Costa Ice cup with Pineapple Coconut Water to line 3 • Add ice to fill the cup • Garnish with a lemon slice • Place lid on the drink, insert a straw and serve to the customer Remember to shake the Pineapple Coconut Water before opening.
Primo
Medio
Massimo
Primo Costa Ice takeaway cup, lid and straw
How to serve Medio Costa Ice takeaway cup, lid and straw
Massimo Costa Ice takeaway cup, lid and straw
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SUPERDAY SMOOTHIES Apple, Kiwi & Green Melon Pineapple, Melon, Mango & Passion fruit Strawberry, Watermelon & Red grapes
Tools needed • Costa Ice lid • SuperDay Smoothie cup • Apple & Banana juice • Stroon • Ice
How to store a SuperDay Smoothie • Turn each SuperDay Smoothie cup upside down before applying Costa Ice lid and placing into the chilled display • Ensure some SuperDay Smoothies are also kept in a fridge behind the counter
How to prepare a SuperDay Smoothie • Take the SuperDay Smoothie cup from the customer • Remove the lid; remove and discard the film • Pour fruit from the cup into the blender • Add Apple & Banana juice to the 1st line • Fill ice to the 3rd line and pour into blender • Blend for 15 seconds • Pour the contents back into the cup • Place a lid on the drink, insert a stroon and serve to the customer Remember to shake the Apple & Banana juice before pouring into the cup Ensure the ice is not in big blocks as this will be harder to blend. Always check use by date to ensure the fruit is at its best. The consistency of the drink should be frothy and free flowing
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EQUIPMENT
Equipment
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GRIND – MINI MAZZER GRINDER Using electronic grinders ensures that the coffee is ground on demand and it is always fresh for each drink. The mini Mazzer grinder must only be used for Limited roast to avoid mixing blends.
The grind check must be conducted before the dose check.
Tools needed • Electronic Scales • Digital timer • 2x measuring beakers • Double espresso cup or cortado
takeaway cup • Grey handled double group handle • Telescopic tamper on main grinder
How to check the grind on the mini Mazzer grinder? • Place the espresso cup/cortado takeaway cup on the weighing scales and zero the weight • Pressing the 2 shot button (1 cup symbol), on the grinder, place the espresso cup/cortado takeaway cup under the chamber and allow the coffee to extract • Place the cup on the scale with the coffee inside • It should weigh 14g. If it’s too heavy, remove some coffee and re-weigh until 14g • If it’s too light, put the cup back under the chamber and using the manual button, dose more coffee • Repeat this process until 14g is achieved • Empty the coffee into the grey handled group handle then level, tamp and wipe • Check the grind in the usual way, using a timer, extracting into beakers • 30ml of liquid should be received in 20 seconds. There are no allowances in this check • If the coffee is too coarse, or too fine adjust in the usual way by moving the collar on the grinder • Repeat the above steps 1 to 9 until the perfect extraction is correct Always use the telescopic tamper on the main grinder - discard the hand held tamp delivered with mini Mazzer grinder. Ensure the blades are running when adjusting the collar, this can be done pressing the manual grinding button. Minimum 3 grind checks should be done daily and recorded on the heartbeat sheets. For stores serving takeaway only, please use takeaway cortado cups to complete the Grind check.
Display
Menu button
Double shot button
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Grind time adjustment buttons
Triple shot button
Push button for manual grinding
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DOSE – MINI MAZZER GRINDER The second step of the perfect espresso is the dose. The correct dose weights: 14 grams for 2 shots (1 cup button) and 21 grams for 3 shots (2 cups button).
The dose check must be conducted after the grind has been set.
Tools needed • Napkin • Electronic scales
How to set up dose buttons for the first time? • Fill hopper with Old Paradise Street Limited Roast beans and press manual button and grind through a little amount of coffee • To set a 14g shot, press and hold the menu button for 3 seconds until display flashes, then press the 1 cup button. Using the + button set the time to approximately 16-18 seconds, press and hold the menu button again to save the grinding time • To set a 21g shot, press and hold the menu button for 3 seconds until display flashes, then press the 2 cup button. Using the + button set the time to approximately 25-28 seconds, press and hold the menu button again to save the grind time. These are approximate set times and can be adjusted to the correct grind times by following the below daily store procedure
How to check the dose on the mini Mazzer grinder? • Weigh a folded napkin and zero the scales • Using the hopper lid as a support, place the napkin unfolded over it • Dispense double shot (1 cup button) on the napkin • Fold napkin into a parcel and weigh on the scales. It should weigh 14g • If it is not 14g the grind time will need adjusting • To adjust the grind time: − Press the menu button until the display flashes − Select the 1 cup button. Then press either + or - button to increase or decrease the grind time − An approximate change of 1 second is equivalent to a dose change of 1.5 grams − This will consequently increase or decrease the selected dose − Press the menu button again for 3 seconds to confirm the changes made • Once you have adjusted the time repeat the process until you get 14g • Follow the same procedure for a triple shot (2 cups button). It should weight 21g • This check must be done once a day and is ideally done early in the morning before trade and should be recorded on the heartbeat sheet. Record the double shot and triple shot separately on the heartbeat sheet on the dose section If your dose is too heavy or too light the quality of the espresso will be affected and this could mean you are using more coffee than you need to. As there is no dosing chamber on these grinders any coffee dispensed must be thrown away. All takeaway drinks made with Limited Roast are to be served with black takeaway lids at all times.
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HEARTBEAT SHEETS Heartbeat sheets can help you to monitor changes in grind and dose and rectify any problems before it impacts our customers.
Tools needed • Heartbeat Sheets for relevant blend
• Pen
How to record grind and dose checks? • When you have completed the first grind check you must record it on the heartbeat sheet • You must make a cross on the graph to indicate how much espresso was dispensed in 20 seconds • Record this before any adjustments are made, i.e. if first check is 38ml this is where you would mark the sheet, not 30ml when you have adjusted it • You must record at least 3 checks daily based on a standard store trading 8-9 hours daily (6 for 24 hour stores) • These should be spread out throughout the day and additional checks done if needed • If you do not have a second grinder you could use the spare sheet for additional checks • Whoever conducts the checks must record the time and put their initials in the box • Stores must record 1 dosage check daily • Record what the first weight is, not what it is after adjustments • At the end of every week a member of the management team must review the sheets and sign to confirm they are fully completed • Ensure they are kept and filed for 4 weeks
Changes in trade patterns and atmospheric changes can affect the grind more frequently. The heartbeat sheet will help you to identify certain times of the day it may need closer attention. If there are big fluctuations it may be an indication your blades may need changing. Ensure you check the grind regularly or when the flow of the espresso changes. Checking your grind at the same times everyday does not mean your grind will be correct throughout the day.
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Always use pen not pencil and keep the sheets near the grinder to ensure all checks are recorded. If a check is missed do not fill it in, highlight it on the sheet and pick up with the shift leader to understand why. Heartbeat sheets can be signed off at the end of the week by store manager, store management team or any member of store team.
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THERMOMETERS Calibrated thermometers should read 30°F to 34°F in iced water.
If thermometers are not calibrated they will give you inaccurate readings and you could be giving customers drinks that are either too hot or too cold. This will affect the quality of their drink.
Tools needed • Iced Water in a paper or plastic cup/container
• Spanner/Pliers • Metal Thermometer clip
How to calibrate a thermometer • Fill the plastic or paper cup first with ice to the top of the cup followed by 1/3 of cold water • Attach all available thermometers by using metal thermometer clip to the side of the cup ensuring that the bottom of the thermometer does not touch the bottom of the cup resulting in an incorrect reading • Leave them for a couple of minutes until the needle stops moving • The thermometers should read 32°F/0°C +/- 2°F • If the thermometer reads less than 32°F then drinks will be too cold and if it reads more than 32°F it will be too hot • If reading is incorrect you should re-set the thermometer; whilst keeping the probe in the water grip the nut on the underside of the thermometer with pliers or a spanner and turn it to read the correct temperature • The calibration of all available milk thermometers should be completed three times a week as a minimum and recorded into your compliance log book • Make the calibration check part of the opening procedure in store to ensure compliance Never use a metal jug to check milk thermometers – metal conducts heat/cold differently and your temperature reading can be incorrect. As best practise you can use your digital probe to ensure your water/ice mix is at 0°C when calibrating your thermometers.
How to look after the milk thermometers? • Use sanitising wipes or a damp cloth with sanitising solution (UK: Desguard 20) to clean probes • Do not clean thermometers in the dishwasher as they may break or need recalibrating • If the nut turns too easily on the underside your thermometer probably needs replacing as the mechanism is not working correctly • If the thermometer probe is bent it will not give a correct reading and the thermometer needs to be replaced
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ELECTRONIC PROBE Calibrated probe should read -1°C to +1°C in iced water
Tools needed • Iced water in a paper or plastic cup/container
How to calibrate an electronic probe? • For cold reading: fill a plastic or paper medio cup with ice and half fill with cold water • Leave to chill for a few minutes • Insert the probe and leave a moment to stabilize • The probe should give a reading of between -1°C and +1°C • Record readings in the Costa Compliance Log Book • For readings outside of the required range repeat the procedure, if still incorrect replace the battery and repeat the procedure again. If still incorrect replace or repair the electronic probe
To sanitize probe: • Use probe wipes or • Spray a piece of blue cloth with approved sanitizer, wipe all round the probe and leave for contact time before using It is important that all your probes are checked for accuracy at least once a week. Each probe should be calibrated weekly.
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AUTOMATIC BUTTONS CALIBRATION Semi automatic buttons are calibrated to dispense the correct espresso shot. They should be tested monthly.
Setting semi-automatic buttons by store teams is possible for Marisa machine only. For Futura, Valina & Vintage machines calibration can be done by the engineer.
Tools needed • 2x plastic measuring beakers • Appropriate group handle
• 7g scoop • Calibration key
How to calibrate automatic buttons for the Marisa machine? • You must complete a grind and dose check following Costa Brand standard before you can calibrate your automatic buttons • Switch off the coffee machine • Place calibration key in the calibration slot and turn to the “On” position • Switch on the coffee machine – buttons are now ready to calibrate • Starting from the right hand side of the machine, choose the button you wish to calibrate and for how many shots • Ensuring you have completed your grind and dose check, dispense the required espresso shots into the chosen group handle • Tamp and immediately insert into the group head • Place the measuring beakers under the group handle • Press the Prog/Stop button – all four lights will light up • Press the button you wish to calibrate • Stop the flow of coffee when you have reached the correct volume of liquid in the measuring beakers: – 2 shots handle 30ml ± 2ml and for 3 shots handle 40ml ± 2ml • Set up another two buttons to the right amount of liquid following same procedure • When the buttons are set to Brand standard volume move the calibration key to the ‘off’ position • Switch the coffee machine off and then back on again • Calibration of the semi-automatic buttons is complete. The coffee machine will automatically programme the other buttons on the machine Calibrate the far right buttons first – this will automatically transfer the setting to the other buttons on the machine when you switch it off and then on again. Semi-automatic buttons should be tested monthly for consistency on every type of coffee machine. As a best practice semi-automatic buttons should be tested whilst completing the required monthly store Costa Check.
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WARMED, CLEAN CUPS Producing drinks into warmed, clean cups is essential in order to deliver an irresistible coffee experience to our customers.
Keeping your cups clean • All drinks served at Costa should be prepared into clean, undamaged • Costa cups or glasses • Check glassware/crockery and discard if it has chips, cracks or heavy scoring • Cups and glasses should be washed in the dishwasher fully stocked with washing chemicals and dishwasher salt • Only chemicals approved by Costa can be used • Cups and glasses can be rinsed before being placed in the dishwasher • For the best results do not stack up cups on the dishwasher tray
Keeping your cups warm • Do not stack cups more than two cups high as there is risk of them falling off • Stacking them so all the handles face the same way will mean you can get more on • Cups must be kept on top of the coffee machine upside down to prevent foreign bodies falling in to the cup and also to keep the heat in the cup • All types of cups should be neatly kept in rows on top of the machine • Latte glasses need additional warming as the base of the glass cools quickly • Busier stores may choose to store latte glasses on shelving near to the coffee machine which is acceptable as long as you heat them with hot water before use. • If stores re-stock the top of the Lisa/Marisa machine with cold cups the manual warming button can be used to warm the cups quickly • If this switch is used, remember to switch it off when the cups are warmed, as they will get quite hot if it is left on • In Futura/Valina/Vintage machines the top of the machine is heated. • Takeaway cups must not be stored on top of the coffee machine as the heat affects the quality of the cup
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BROKEN GLASS OR CROCKERY How to deal with a glass or crockery breakage behind the counter • Notify the shift runner • Stop activities in and around the area, such as food or drink preparation and/or use of glassware and crockery • Carefully examine all nearby surfaces and equipment, including glassware and crockery for pieces of broken glass or porcelain • Discard any open food or drink in the affected area and record it as waste • Wearing gloves or using tongs remove broken fragments from glassware or crockery then wash and dry it thoroughly • Carefully clean up glass/porcelain into a dustpan, transfer to a suitable container (box or paper bag) and carefully take it to external waste storage • Wipe all areas in affected area with wet paper towel, including shelves and the floor. Dispose of the towel carefully • The shift runner must inspect the affected area after it has been cleaned • Record the incident in the Compliance Log Book or equivalent
How to deal with a glass or crockery breakage in the dishwasher • Notify the shift runner • Carefully examine and remove any remaining glassware and crockery from the dishwasher • Wearing gloves or using tongs carefully clean up large glass/crockery fragments into a suitable container (box or paper bag) and carefully take it to the external waste storage • Switch off the dishwasher and wait until the water has been drained • Wipe inside with a damp blue roll, including the sides, ceiling, doors and drainage hole. Dispose of the blue roll carefully • Switch on the dishwasher and run a cycle through, empty to remove any fragments in the system • Remove broken glass/fragments from glassware and crockery then wash and dry it thoroughly • The shift runner must inspect the affected area before you use it again • Record the incident in the Compliance Log Book or equivalent
How deal with a glass or crockery breakage by the ice machine / ice wells • Notify the shift runner • Using a plastic scoop remove all ice from the ice machine, place it in the sink and melt it by running water through it • Wipe inside the ice machine with wet blue roll, including the ice dispenser, walls and floor. Dispose of blue roll carefully • After the ice has melted, carefully remove any large pieces of glass or crockery fragments from the sink, transfer them to a suitable container (box or paper bag) and carefully take it to the external waste storage • Wipe the sink with wet blue roll and dispose of towel carefully • The shift runner must inspect the ice machine and sink after they have been cleaned • Record the incident in the Compliance Log Book or equivalent
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TRAVEL MUGS Travel mug prevents using a disposable takeaway cup and is good for the environment. All proceeds from the sale of a Costa travel mug goes to the Costa Foundation charity.
How to use travel mug? • Travel mugs can be used for all hot drinks and iced drinks • Costa travel mugs are based on a 16oz medio size • When a customer brings their mug in to the store, team members should explain the cup is a medio size and a medio size drink should be suggested to be purchased • A primo sized drink will come up to the top of the ‘A’ of COSTA on the outside of the cup • When making drinks in to a travel mug stores should decant any shots of espresso in to the cup and add any necessary milk • Drinks should not be prepared in a takeaway cup and then poured into the travel mug • Stores must ensure travel mugs are clean before use • If a Costa travel mug needs cleaning before use, stores should rinse the cup out using hot water from a sink. It must NOT be placed in the dishwasher as this will affect the integrity of the cup • Travel mugs that are not Costa branded should be accepted
Drink sizes Medio
Primo
A medio sized drink will come up to the mug screw.
A primo sized drink will come up to the top of the ‘A’ of COSTA on the outside of the cup.
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NON-COSTA TRAVEL MUGS
Lidded travel mugs that are not Costa branded should be accepted in all Costa stores.
A reusable travel cup is designed to keep the drink either hot or cold for longer and also saves the use of a disposable cup, which in turn helps the environment
How to serve the customer with their own travel mug • Lidded travel mugs can be used for all hot and cold drinks • When a customer brings their lidded travel mug into the store you should estimate the cup size and suggest the appropriate drink size • The most common sizes of travel mugs are 12oz (Costa Primo) or 16oz (Costa Medio) but different sizes are also available – please refer to below table for guidance • If you are uncertain of the mug size suggest a Primo sized drink • Confirm with the customer that they are happy with your suggestion • Only when agreed should you continue with the order • Ensure travel mugs are clean before use • If a lidded travel mug needs cleaning before use, you should rinse the cup out using hot water from a sink. It must NOT be placed in the dishwasher as this will affect the integrity of the cup • When making drinks in a lidded travel mug you should decant any shots of espresso into the cup and add any necessary milk • Drinks should not be prepared in a takeaway cup and then poured into the lidded travel mug
Takeaway cup size Costa takeaway cup size
Volume
Espresso
4oz
Cortado
7oz
Primo
12oz
Medio
16oz
Massimo
20oz
Only relates to hot cups
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COFFEE MACHINE – CLEANING
Tools needed • Blue cloth • Paper towel • Blank filter basket in a group handle
• Urnex Full Circle • 1litre or 1.5 litre stainless steel milk jug • Gloves and goggles
How to clean coffee machine? Group head Place two scoops (3g) of Full Circle into the blank basket and insert into the group head. For Marisa and Lisa machines • Start extraction in the usual way for 5-10 seconds then stop • The chemical will foam and exhaust in the drip tray. Allow to foam for 30 seconds • Repeat steps 2 and 3 until the foam runs white • Remove group handle and rinse using the manual switch For Futura/Valina/Vintage machines • Press and hold control panel button to start the cleaning cycle, then follow the instructions on screen • Repeat for all group heads as you insert the group handle, press the stop/prog to start the cycle of each group head Clean the group heads and seals with water using a cleaning brush.
Coffee machine body • Remove the upper drip trays and put through the dishwasher • With care remove the lower drip tray and wash by hand with warm water • Ensure the drain bowl is clean and that the water runs away • Replace trays ensuring the holes in the upper drip trays are at the back • Use a clean damp cloth to wipe: the outside panels, back panels, splash back, cup warmer, shower plates, in between group heads, all corners • Immediately follow by drying with paper towel until all areas are shiny Remember to clean behind and under the coffee machine. Always wear gloves and goggles when cleaning the coffee machine with the Full Circle – they are to protect your eyes and skin. For more information about Full Circle refer to the Full Circle COSHH risk assessment, which can be found in the Safety on Site Box.
Steam arms • Wipe the steam arm with a clean damp cloth. • If necessary use a scourer to remove any remaining debris. • Finally wipe the steam arm with a clean damp cloth. • Never soak steam arms in water – it will suck in liquid. As a result water in the coffee machine boiler will be contaminated.
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GRINDER – CLEANING
How to clean the Mazzer Jolly grinder? Hopper • Close the hopper gate (this stops the beans flowing into the grinder) • Grind the beans that are left resting within the grinder until they have all gone • Stop grinding when this happens, as you will damage the blades if you continue to grind • Turn the mains electricity supply off • Unscrew the back of the hopper and carefully remove it, empty any beans out of the hopper • Wipe the inside of the hopper and the lid with a clean damp blue cloth to remove all of the oils • Immediately dry with paper towel Dosing chamber • Dispense the coffee grind from dosing chamber • Brush any remaining grind from all sides and compartments so that the chamber is completely empty • Wipe the outside of the chamber with a clean damp blue cloth • Immediately dry with paper towel Group handle cradle and tray • To clean the cradle, brush off all loose grind and wipe with a clean damp blue cloth and dry with paper towel • To clean the tray, knock all loose grind into a bin and wipe with a clean damp blue cloth and polish dry with paper towel Grinder body • Brush off any loose coffee from around the control switch, indicator light and the grinder wheel • Wipe the whole exterior with a clean damp blue cloth and immediately dry with paper towel Remember to clean behind and under the grinder. Never put the hopper in the dishwasher, as it will scratch and impact on coffee quality.
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MINI MAZZER GRINDER – CLEANING
How to clean the mini Mazzer grinder? Hopper • Close the hopper gate (this stops the beans flowing into the grinder) • Grind the beans by pressing the manual button • Stop grinding when this happens, as you will damage the blades if you continue to grind • Turn the mains electricity supply off • Carefully remove the hopper and empty it of any Limited Roast beans • Wipe the inside of the hopper and the lid with a clean damp blue cloth to remove all of the oils • Immediately dry with paper towel Dose chamber • Brush any remaining grind from all sides and compartments so that the chamber is completely empty • Wipe the outside of the chamber with a clean damp blue cloth • Immediately dry with paper towel Group handle cradle and tray • To clean the cradle, brush off all loose grind and wipe with a clean damp blue cloth and dry with paper towel • To clean the tray, knock all loose grind into a bin and wipe with a clean damp blue cloth and polish dry with paper towel Grinder body • Brush off any loose coffee from around the control switch, indicator light and the grinder wheel • Wipe the whole exterior with a clean damp blue cloth and immediately dry with paper towel Remember to clean behind and under the grinder. Never put the hopper in the dishwasher, as it will scratch and impact on coffee quality.
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GROUP HANDLES – CLEANING
Tools needed • Stainless steel milk jug • Urnex Full Circle
• Urnex 3g scoop • Gloves and goggles
How to clean group handles? • Remove the filter basket from the group handle • Place both parts into the stainless steel milk jug • Fill the jug with hot water from the boiler/coffee machine, ensuring that the filter part of the handle and filter basket are fully submerged • Add 4 scoops (12g) of Full Circle to a 1 litre of water (6 scoops (18g) for 1.5 litres) • Leave to soak for 20-30 minutes or until all residue has been removed • Pour away the liquid and remove the group handles • Thoroughly rinse the group handle and basket in water to remove chemical residue • Place the milk jug through the dishwasher • Replace the baskets into the group handle Never: • Wash group handles in the dishwasher – heat will damage them • Leave group handles to soak overnight – the strong chemical may damage plastic handles Always: • Wear gloves and goggles when cleaning the group handles with the Full Circle – they are to protect your eyes and skin • Keep all chemicals away from food and drink • For more information about Full Circle refer to the Full Circle COSHH risk assessment
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COSTA SHAKER CLEANING PROCEDURE Tools needed • Costa Shaker • Approved sanitizer • Blue cloth
How to clean the shaker between drinks • Be sure to fully rinse your shaker before making the next drink • Using the sink and warm water rinse the shaker fully • Ensure you rinse under the seal of the lid • Take care not to stretch or damage the seal
How to clean the shaker at the end of the day • Rinse the shaker and lid using warm water • Using sanitizer on a soft cloth wipe your shaker both inside and out paying out particular attention around the seal • Leave the sanitizer solution on the shaker for 1 minute to allow chemical to work • Rinse the shaker and lid with warm water to fully remove sanitizer • Allow to air dry with the lid removed Always ensure the seal is on the correct way to prevent leaks. The flat side of the seal should be against the lid of the shaker. Please only use soft cloths on the shakers. Any abrasive cloth can damage the surface of the shaker. Please take care not to drop or knock your shakers. They are made of plastic and may break or crack. If damaged, the shaker should not be used. Remember: Only new, single wall shaker can be washed in the dishwasher.
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CREAM CANISTER – CLEANING Tools needed • Blue cloth • Small bottle brush • Approved sanitizer
How to clean cream canister • Press the lever until the canister is empty and has been depressurized • Unscrew the head from the bottle • Remove the silicone head seal • Remove the decorator tip – in order to do this, hold the valve on the blue part of the interior of the head. Then pull the valve out of the head, if possible • Rinse the product components with warm water and a sanitiser • Clean the valve and the decorator tip with the bottle brush fully removing any cream residue • Put canister in the dishwasher and wash the head by hand using a blue cloth and approved sanitizer • Never clean the charger holder or silicone seal in the dishwasher as the heat will damage them • Allow all parts of the canister to dry before assembling it back All equipment which comes in contact with food should be cleaned regularly. Never use abrasive brushes or sponges to clean canister as they will damage its surface. To avoid gas escaping from the canister check that the silicone seal has been fixed properly and it is not damaged.
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SYRUPS AND SAUCES Tools needed • 5ml pump for syrups • 15ml pump for sauces
• Separate, clean cloth (UK blue) • Hot water
How to store syrups and sauces • Syrups and sauces should be stored in room temperature • All bottles should have the relevant pump • Syrups and sauces should not be poured without the pump • Check the dates on bottles daily
How to clean syrup pumps and bottles • Pumps and bottles should be cleaned daily • Wipe all bottles with a clean, damp cloth in the end of each day • To clean pumps, remove all and place in the sink • Rinse all syrup pumps thoroughly with hot water to remove any residue and build up both internally and externally • Detach plastic tube and rinse with hot water • Pump through any excess water to avoid diluting syrups when pumps are replaced • Leave to dry overnight
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MANUAL
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INTRODUCTION Welcome to the Brand Excellence Manual, our primary Global operations reference guide and your essential Costa support to building and maintaining the Home of irresistible Coffee. Costa is the World’s second largest coffee chain serving customers in over 3,000 stores in over 30 countries across the World and our goals remain the same in each and every store: • We want to bring irresistible coffee to our customers wherever they are • We want our stores to be warm and welcoming places to visit • We want to provide our customers with service that leaves them smiling so that they come back time and time again. Following our Costa Brand standards as outlined in the Brand Excellence Manual ensures our teams and partners can deliver these goals by providing a clear understanding of what is expected and how to deliver it consistently every time, everywhere to ensure our Customers receive the same great Costa experience wherever they chose to visit us, from Birmingham to Beijing. It also helps our teams & partners successfully deliver against our purpose:
TO SERVE IRRESISTIBLE COFFEE
AT SPEED
THAT LEAVES YOU SMILING
To help you better navigate through the Brand Excellence manual, it has been separated into four distinct colour coded chapters. Each chapter is then divided into clear sections comprising of the relevant Standard Operating Procedures (SOPs) which detail our Costa Brand standards and how to achieve them. At the bottom of each SOP is the month and year of issue to ensure we maintain ongoing version control as we continue to innovate & improve our Brand proposition. As always, while we have standard recipes and locally approved market variations for all our drinks, sometimes our Customers want to enjoy & customise their coffee in a slightly different way. This Brand Excellence Manual will help guide you to achieve an unbeatable Costa experience every time and build the Home of irresistible Coffee.
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STANDARD OPERATING PROCEDURE (SOP) Introduction Golden Rules
DATE March 2015 June 2016
Safety Excellence 1) Health & Safety 1. Pest control
June 2016
2. Pest control – rats & mice
June 2016
3. Pest control – cockroaches
June 2016
4. Pest control – fruit flies
June 2016
5. Slips, Trips and Falls
June 2016
6. Food & Drink Allergies
June 2016
7. Accidents
December 2015
9. First Aid
June 2016
10. Bio Hazard
June 2016
12. Fire safety
December 2015
13. Manual handling – lifting
March 2015
14. Manual handling – carrying
March 2015
15. Enforcement officer visits
June 2016
16. Store security
June 2016
17. Security incidents
June 2016
18. Crisis and Incident management
June 2016
Store Excellence 1) Cleanliness 1. Chemicals
June 2016
2. Store cleaning
June 2016
3. Floors
June 2016
4. Toilets
June 2016
5. Merrychef oven – cooling
June 2016
6. Merrychef oven – cleaning
June 2016
7. Store cleaning – table 1
June 2016
8. Store cleaning – table 2
June 2016
9. Store cleaning – table 3
June 2016
10. Store cleaning – table 4
June 2016
2) Maintenance 1. Store maintenance
June 2016
2. Store maintenance – UK Retail
June 2016
3. Store maintenance – UK Retail
June 2016
4. Store maintenance – Franchise stores
June 2016
5. Store maintenance – table 1
June 2016
6. Store maintenance – table 2
June 2016
7. Store maintenance – table 3
June 2016
8. Store maintenance – table 4
June 2016
9. Store maintenance – table 5
June 2016
10. Store maintenance – table 6
June 2016
11. Store maintenance – table 7
June 2016
12. Store maintenance – table 8
June 2016
13. Store maintenance – table 9
June 2016
13. Product suppliers – table 1
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14. Product suppliers – table 2
December 2015
15. Product suppliers – table 3
December 2015
16. Product suppliers – table 4
December 2015
17. Contact numbers
June 2016
3) Store operations 1. Opening procedures 2. Closing procedures
June 2016 June 2016
3. Kuehne & Nagel orders
December 2015
4. Kuehne & Nagel call centre
December 2015
5. BUNZL
December 2015
6. No smoking policy
December 2015
7. Newspapers
March 2015
8. Tips collection
December 2015
9. Dogs at Costa
June 2016
10. Marketing and customer communication
March 2015
11. Sampling
March 2015
4) Costa Check 1. Costa Check 2. Guide part 1 3. Guide part 2 4. Guide part 3 5. Action Plan
Service Excellence 1) Uniform 1. Uniform 2. Personal presentation 3. Badges 4. Hand washing
June 2016 December 2015 March 2015 June 2016
2) Customer journey 1. 4 A’s
March 2015
2. C ustomer reasons to visit Costa 2 sheets 1. Familiar 2. Speedy & Sociable
March 2015
4. Fundamental service standards
March 2015
3. Counter service – 2 pages, regular and non-regular
March 2015
5. Drive Thru
March 2015
6. Compliments and complaints
December 2015
7. Lost property
March 2015
8. Hearing loop
December 2015
9. Electric bottle warmer
March 2015
3) Food 1. Food displays 2. Storing products 3. Day dots 4. Hot eat sandwiches
March 2015 June 2016 March 2015 June 2016
5. Product nutrition and allergy guide
December 2015
6. 4 Hour Rule
December 2015
7. Food Presentation 1
March 2015
8. Food Presentation 2
March 2015
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Coffee Excellence Introduction
June 2016
1) Core 1. Storage of Coffee Beans
June 2016
2. Grind
March 2015
3. Dose
March 2015
4. Tamp
March 2015
5. Milk
March 2015
6. Storing milk
March 2015
7. Steamed milk
March 2015
8. Froth milk
March 2015
9. Textured milk
March 2015
10. Purging steam arm
March 2015
11. Non-dairy milk
June 2016
12. Decaffeinated coffee
March 2015
13. Espresso
March 2015
14. Americano
March 2015
15. Cappuccino 16. Latte
April 2015 March 2015
2) Core + 1. Costa whipped cream
June 2016
2. Espresso Macchiato
March 2015 v.2
3. Espresso con panna
March 2015 v.2
4. Ristretto
March 2015 v.2
5. Hot Chocolate
March 2015 v.2
6. Hot Chocolate with extras
March 2015
7. Mocha
March 2015
8. Mocha flake
March 2015
9. Mocha Latte
March 2015
10. Cortado
March 2015
11. Flat White
March 2015
12. Mocha Cortado
March 2015
13. Chai Latte
March 2015
14. Babyccino
March 2015
15. Speciality Latte
March 2015
16. Tea
March 2015
17. Coffee cooler
March 2015
18. Mocha coffee cooler
March 2015
19. Caramel Latte cooler
June 2016
20. Belgian Chocolate creamy cooler
March 2015
21. Raspberry & White Chocolate creamy cooler
March 2015
22. Strawberry creamy cooler
March 2015
23. Fruit cooler
March 2015
24. Green Tea Lime & Mint
March 2015
25. Mint Chocolate Chip creamy cooler
April 2016
26. Iced Freshly Squeezed Lemonade
April 2016
27. Iced Freshly Squeezed Peach Lemonade
April 2016
28. Iced Lemon Tea
March 2015
29. Iced Peach Tea
March 2015
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30. Bottled drinks
March 2015
31. Iced Espresso
April 2015
32. Iced Espresso Macchiato
April 2015
33. Iced Ristretto
April 2015
34. Iced Americano
April 2015
35. Iced Cappuccino
April 2015
36. Iced Latte
April 2015
37. Iced Flavoured Latte
April 2015
38. Iced Mocha
April 2015
39. Iced Chocolate
April 2015
40. Iced Chai Latte
April 2015
41. Iced Cortado
April 2015
42. Iced Mocha Cortado
April 2015
43. Recipe Matrix (Mocha Italia)
June 2015
44. Recipe Matrix (Decafinated Pods)
June 2015
3) Seasonal 1. Speciality Cappuccino
June 2016
2. Costa Chocolate Belgian Cream
June 2016
3. Caramel Fudge creamy cooler
April 2016
4. Double Chocolate Cookie Mocha
April 2016
5. Pineapple Coconut Water
April 2016
6. SuperDay Smoothie
April 2016
4) Equipment 1. Mini Mazzer grinder
March 2015
2. Mini Mazzer grinder – dose
March 2015
3. Heartbeat Sheet
March 2015
4. Thermometers 5. Probe 6. Automatic buttons calibration 7. Warmed/clean cups 8. Broken glass 9. Travel mugs
March 2015, v.2 June 2016 March 2015 June 2016 June 2016 March 2015
10. Non-Costa Travel mugs
June 2016
11. Coffee machine – cleaning
June 2016
12. Grinder – cleaning
March 2015
13. Mini Mazzer grinder – cleaning
March 2015
14. Group handles – cleaning
June 2016
15. Costa shaker – cleaning
June 2016
16. Cream canister – cleaning
June 2016
17. Syrups & sauces
June 2016
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GOLDEN RULES OF SAFETY At Costa, we will actively promote safety through good practice and conduct, whilst supporting initiatives aimed at preventing injuries, illness and dangerous occurrences in all of our coffee stores. We recognize that the commitment and actions of individuals are integral to good safety practice and, to that end, we will take all practical steps to ensure that our Company provides the assistance and training necessary for all Team Members to competently fulfill their duties and responsibilities. In return we expect all Team Members to contribute and comply with our safety procedures. They must ensure, so far as reasonably practicable, that they take care of their own safety, their colleagues’ safety and that of anyone affected by what they do or fail to do whilst at work. Below are some Golden Rules which we believe, if followed, are the foundation of a good safety approach for all Team Members. The Brand Excellence Manual also offers safety guidance and more specific safety instructions relevant to our store operations.
Golden Rules of Safety at Costa: 1.
All food and drink must be stored correctly – off the floor, at the correct temperature and must be in date 2. Always follow our basic hygiene rules; wash your hands routinely, the uniform you wear must be clean and correct, always use utensils to handle food and inform your manager if you are ill 3. Report any food safety hazards immediately, i.e. if there is evidence of pest activity, when there is no hot water, if food storage temperatures are incorrect or if food is out of date 4. Keep all store areas clean and tidy 5. Take the time to do your tasks safely 6. Never use work equipment if you have not been trained how to use it 7. Never use a chemical that you have not been trained to use 8. Report any unsafe conditions promptly 9. When cleaning floors follow the correct procedures to manage the risks associated with wet floor areas 10. If in doubt – ask!
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SAFETY EXCELLENCE
SAFETY EXCELLENCE
Health & Safety
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HEALTH & SAFETY
Health & Safety
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PEST CONTROL If present pests carry food poisoning bacteria and can contaminate food and also cause foreign body contamination of any food and drink products.
For all pest control service issues in the UK, call: Ecolab Pest Control number 029208542000 Before placing the call, you should prepare: site number and contract number.
Types of pests Rats / Mice / Flies / Ants / Cockroaches / Wasps nets
Preventing pests The following measures can help you keep your store clear of pests: • Building perimeters must be kept clean and clear of any potential pest harbourage, for example, shrubbery or a cluttered back yard • Good housekeeping and food stock rotation should be maintained at all times • Food spillages should be cleaned immediately after they occur • Rubbish should be removed from food areas on a regular basis • External rubbish storage areas should be kept clean and tidy at all times • Storage bins should be lidded securely and emptied regularly and, where necessary, closed • You should follow any instructions issued by waste collection company (e.g. Veolia) regarding waste management, e.g. collection times and location • Pest control routine service visits – you should speak to the contractor regarding any findings and recommendations, accompanying them on the walk around
What to do in the case of a pest sighting? • Team Members should report any sightings or signs of pests to the Store Manager • Stores should always report any pest sighting to the pest control contractor (UK: Ecolab) • Contractor visits and measures must continue until the issue is eliminated • Any recommendations made by the contractor must be actioned • All recommendations from the contractor regarding pest issues related to cleanliness should be actioned and deep cleaning undertaken if required • Bait boxes should only be set and handled by the contractor • Contaminated food should be immediately discarded and recorded as waste
Pest Control Service Folder • Stores will have 8 routine service visits per year as a minimum • During the visit the contractor should check all the areas of the store, including back of house areas • At the end of the visit the contractor will provide a printed report of the visit which should be kept in the Pest Control Folder • If recommendations are made, they will be discussed with the management team and stated on the report • The contractor should be informed of any past or present pest issues in the store • If needed, stores will be placed on a more frequent schedule of visits • Once the issue is resolved then the frequency will revert to the usual schedule
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PEST CONTROL Cockroaches
What are they? Cockroaches are large insects which range in size from 10 - 23 mm in length, they have a long whip-like antennae and two pairs of wings. The two most commonly found species in the UK are the Oriental cockroach and German cockroach. Cockroaches carry most of the major food poisoning organisms in their gut and because some species can climb they are likely to contaminate food, drink and all areas of a premises. Most cockroaches hide in dark, secluded areas by day. They can be found behind furniture and appliances, as well as under refrigerators and stoves and in cupboards or cabinets. They are capable of flattening themselves in order to fit into crevices between floorboards and walls. Cockroaches are most active at night, during which time they forage for food.
What are the most common signs that the pests are in the store? Cockroaches prefer to live and feed in the dark, so a cockroach seen during the day is a possible sign of infestation. The best time to check for cockroaches is when it is dark. Use a torch to check the areas cockroaches are most likely to be found in. The bodies of dead cockroaches and their egg cases can also be found throughout the premises.
What do they eat? Cockroaches will consume any organic food source available to them. When left with no water, cockroaches can live days to a week. That is why it is so important to clean up any water spills immediately - cockroaches like moist environments and need water to survive. They can live for a month without food, but only a week without water.
Top tips To prevent cockroach infestation you can assist by ensuring that your site is clean and that there are no food sources and hiding places for cockroaches. Top tips include: • Premises should be regularly inspected, internally and externally and repairs carried out to deny cockroaches entry and eliminate harbourage • Untidy or unused cupboards, and cupboards you do not check regularly, will encourage cockroaches • Keep all areas leading from outside yards, waste-storage areas, connecting corridors and toilets clear of rubbish and in good repair • Fill in any gaps behind wall panels if possible. Make sure wall coverings, such as tiles, are well maintained to prevent cockroaches from getting in. Replace cracked or broken flooring and repair any dripping taps, leaking equipment or drainage systems • Check food as soon as it is delivered, and look for pests in food and packaging, to help prevent cockroaches from entering the building • Keep to a ‘clean as you go’ policy and make sure you clean up any food waste and liquid spills straightaway
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PEST CONTROL Fruit flies
What are they? Fruit flies (also known as vinegar flies or drain flies) are very small brownish flies, only 3mm long. They tend to hover and do not fly quickly. Fruit flies are commonly associated with food preparation and storage areas. While fruit flies are not known to spread disease specifically they can land on contaminated items before uncovered food (such as cakes) causing cross contamination; dead flies could become foreign bodies. For these reasons it is understandable that customers would not expect to see fruit flies in our stores and why we must eliminate them.
What are the most common signs that the fruit flies are in the store? Live sightings are the most common way of identifying a fruit fly issue. They are most likely to be found breeding in small amounts of liquids due to a leak, spilled coffee or other drinks, syrup drips etc. Live flies are most often seen in warm areas hovering or resting on a wall.
What do they eat? They are attracted to liquid foods such as fermenting fruit and vegetables, syrups or coffee dregs.
Top tips Fruit flies are most often the result of poor hygiene standards as they lay their eggs in very small amounts of liquids such as coffee spills, drops of syrup, water from a leak etc. It is far better to stop flies breeding in your store by removing their sources of food and locations to breed in the first place rather than trying to control them once they are in your site. Fruit flies cannot survive in low temperatures and they cannot breed if all liquids have been dried away. Pest control contractors can help you identify where the flies are breeding but until you have addressed cleaning issues, the fruit flies cannot be controlled. If you do have issues with fruit flies, as well as informing the pest control company, the following control measures should be undertaken:
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• Clean and dry up any spills and sticky residues promptly • Keep premises clean; sweep under appliances and counters, to remove all debris • Ensure that all sinks and wash hand basins are free from food waste by washing them and cleaning them at the end of the day (you can put an up-turned cup over each plug hole overnight – if there are fruit flies in the cup next morning, you will know they are breeding here) • Empty waste bins thoroughly at the end of each day. Wash with hot soapy water, sanitise and leave for the appropriate contact time (UK Equity = 1 minute) before drying thoroughly with blue roll and leave out of any cupboard overnight to allow it to become as dry as possible. Do not replace the bin liner until the morning. • Review and update your cleaning schedule to make sure that all measures to eliminate fruit flies (as detailed in this section) are carried out often enough at the right part of the day. • Leave everything clean and dry every night (drying is a crucial step; includes sinks and cleaning equipment) • Cover food to prevent flies from landing on it (especially overnight). Make sure that all cakes from the cake counter are transferred into sealed plastic containers and the cake counter cleaned and dried every night. • Leave the premises as cold as possible overnight (fruit flies cannot survive in the cold) • Ensure any maintenance issues, such as leaking equipment, is reported and repaired promptly. • First thing every morning before your store is opened to customers, wash and sanitise all work tops, hand contact surfaces, chopping boards and other food contact equipment before they are to be used and at regular intervals throughout the working day All potential breeding areas must be located and eliminated; your pest control contractor will help you identify these. Unless the breeding sites are removed or cleaned, the problem will continue no matter how often insecticides are applied to control the flies.
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PEST CONTROL Rodents – Rats and Mice
What are they?
Top tips
Rodents are small mammals that can be found throughout the world. They have oversized front teeth for gnawing that continually grow; they have to keep gnawing to maintain their teeth at a level that allows them to eat. Rodents gnaw on a wide variety of items and cause great damage in and around food businesses; they will gnaw through electrical cables, packaging, wood etc. Rodents most commonly infesting food premises are rats and mice and they are most active at night. Rats and mice spread food poisoning because they are incontinent and can climb so they are likely to contaminate, food, drink, equipment and all areas of a store.
The most effective form of pest control is good housekeeping. This includes: • Keep premises clean, tidy and free from refuse or food debris. It is particularly important to clear up all food debris, spilt food and drink, crumbs etc every night before you leave the store to remove food sources for rodents • Keep up to date with maintenance such as promptly repairing any holes, broken tiles, windows etc, drainage issues • Manage waste internally and externally. Make sure that all internal bins are emptied at the end of the day and left clean and empty overnight. External bin areas must be free of food or packaging debris and ensure that there are no holes in the bins to allow access for rodents. Commercial bins may need to have bungs fitted – contact your supplier to arrange this
What are the most common signs that a store has rats or mice? Evidence of rats or mice can be noticed without the sighting of a live animal. Team members must be trained to identify evidence of rats or mice, both internally and externally. Signs include: • Droppings (rats – up to 2cm, black or dark brown, lumpy and rounded on ends; mice – up to 1cm, black or dark brown, small with pointy ends like a grain of uncooked rice) • Gnawing marks, gnawed food and packaging and damage to structure • Holes - mice can get through very small holes the only as wide as the diameter of a pen or pencil. • Nest material such as chewed up paper • Rats may leave smear marks on walls or pipes where they always take the same route over a long period of time.
Further tips include: • Fit bristle strips to the bottom of external doors that have gaps under them to make it difficult for rodent to get in • Ensure the drainage systems are in a good state of repair • Adopt a ‘clean as you go’ policy • Do not leave food lying around • Put food waste in bins with lids • Train and instruct staff to recognise signs and action to take on seeing rodents
What do they eat? Rodents eat virtually any kind of food. They can smell food from a long way away and prefer sweet or fatty foods such as chocolate or peanut butter
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SLIPS, TRIPS AND FALLS
How to manage your floor areas and walkways to prevent slips, trips and falls
Slips, trips and falls Slips, trips and falls are defined as: • Slips – loss of footing (due to floor contaminants) • Trips – trip due to an obstruction • Falls – loss of balance due to slip, trip, falling on or off something They are the single most common cause of injury at work and Costa is no exception. In our stores they are most likely to result in cuts, bruises or sprains but more serious injuries that may occur could be fractures or loss of consciousness due to a head injury. At Costa we need to focus on what causes these and how to prevent them from occurring. As such our main focus should be on keeping walkways uncluttered and safely managing any wet floor areas.
Prevention of slips, trips and falls Please note that these control measures have been identified through a process of risk assessment. Prevention measures: • Floors to be maintained in a good conditions – if you find any trip or slip hazard, deal with it, or report it immediately to your Shift Runner • Any changes in floor level must be highlighted • Team Member training – good housekeeping/keeping walkways clear and dry/measures to take in wet weather/measures to take in snow or icy conditions and how to keep the floor dry • Regular and correct cleaning – correct use of the wet floor sign • Correct footwear • Drinks are to be served correctly – lids used on takeaway cups and all drinks served to brand standard with the correct size cup to saucer • Clear spillages immediately (for further guidance on spot cleaning see below) • Check all furniture routinely (compliance log frequency as a minimum) and report any defects using the repairs & maintenance process N.B. When cleaning we need to remember any safety information that we are aware of, for example, how to handle chemicals safely.
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FOOD & DRINK ALLERGIES
If an allergy sufferer is served an incorrect meal they could suffer a severe reaction which can potentially be fatal.
What is a food allergy? Allergies are very serious and can be life-threatening. For some people just the tiniest trace of an allergen far too small to see will trigger a reaction and make them very ill. Allergens cause the body to react, often within minutes but sometimes within hours. In the most serious cases this causes anaphylactic shock which can be fatal. Some of the foods most commonly associated with allergies are listed below but they are not the only ones. Many people are intolerant or sensitive to foods not in this list so you need to listen to the customer and make very careful checks. Common allergens: • Celery • Cereals containing gluten • Crustacea, e.g. prawn, shrimps • Eggs • Fish • Lupin, found in some breads, pastries and croissants • Milk • Molluscs, e.g. mussels • Mustard • Tree nuts, e.g. almonds, hazelnuts, walnuts • Peanuts • Sesame • Soya • Sulphur dioxide, found in fruit juice drinks, meat products, dried fruit and vegetables
How to serve allergy sufferers • Make sure that you are displaying the allergen sign in the cake counter. This is used to direct customers with allergies or intolerances to ask our Team Members for more information about the ingredients of unwrapped items such as cakes and drinks made in store (coffee, coolers etc) so that they have the information needed to find products safe for them to consume.
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• When a customer makes you aware of their allergy, they must be served by the shift runner who will ask them to detail the ingredients they cannot eat • The shift runner will help the customer to make an informed choice by showing them the ingredient information available in the store (for example, Product Nutrition and Allergy Guide in the UK) • Product labels may not show all ingredients. If unsure, always advise the customer that you are unsure • The shift runner will work with the customer to decide what is appropriate for them to order • ALWAYS talk through with the customer the steps the team will take to prepare the meal/drink and get customer’s agreement that this is satisfactory • Ensure that all the team members are aware that the order is for an allergy sufferer. The drink or a meal must be prepared accordingly: • Wash your hands. • Use a new cloth and sanitize the preparation areas • Prepare cow’s milk and soya milk in separate milk jugs • Always use separate and appropriately coloured cloths to clean a steam arm and purge it before and after use • Use freshly washed crockery and cutlery • Use freshly washed and appropriately colour coded knives and chopping boards. Prepare customer’s food on the separate and clean chopping board • Clean the grill plates before placing the food on it; use a new piece of brown paper for additional protection • Use separate, freshly washed tongs to handle hot food, cakes and pastries If you are not sure what to do or what to say, ask your manager or shift runner – never guess or provide the customer with false or partial information.
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ACCIDENTS It is always preferable to prevent accidents happening in the first place by following the H&S guidelines found below.
Accident Prevention • Good housekeeping — the store must be kept clean and tidy, with floors and access routes kept clear of obstacles • Cleaning and maintenance — rubbish should be removed regularly and work areas kept clear. Cleaning methods and equipment must be suitable for the surface being treated • Lighting — stores should ensure good lighting levels. • All broken light bulbs must be replaced immediately to ensure all floor areas are evenly lit and also that any potential hazards, obstructions and spills can be clearly seen • Floors should be checked for damage regularly and maintenance carried out when necessary. Potential hazards include holes, cracks, and loose carpets and mats • Stairways — handrails, slip-resistant covers to steps, high visibility and non-slip marking of the front edges of steps and good lighting can all help to prevent slips and trips on stairs • Spillages — spills must be cleaned up immediately using an appropriate cleaning method. Wet floor signs must be placed where the floor is wet – either in customer or back of house areas • Obstructions — where possible should be removed. If this is not possible, then suitable barriers and warning notices should be used • Trailing cables — place equipment so cables do not cross pedestrian routes • Use cable covers to securely fix cables to surfaces • Footwear — all Team Members should wear fully enclosed shoes with slip-resistant soles
Equity
Equity stores: In the event of an accident these must be reported immediately to the Store Manager and recorded using an Accident Report Form, pads are available from the Safety & Security Team, 01582888829. Franchise stores: Accident Reporting procedures must be in place to ensure that all accidents and incidents are reported centrally and that any RIDDOR injuries are reported and escalated as soon as possible.
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FIRST AID
First Aid is emergency care given to any ill or injured person before medical assistance arrives, to preserve life and prevent the condition from worsening.
The minimum first aid provision required at Costa • A suitable stocked first aid box: • A general guidance leaflet • 20 individually wrapped sterile plasters (assorted sizes) • 2 sterile eye pads • 2 individually wrapped triangular bandages, preferably sterile • 6 safety pins • 2 large sterile individually wrapped unmedicated wound dressings • 6 medium sized individually wrapped unmedicated wound dressings • At least 3 pairs of disposable gloves • Tablets or medicines should never be kept in the first aid box • All Team Members must be aware of the first aid arrangements • An appointed person must be on duty. This requires them to know the location of the first aid box; take charge of first aid arrangements; take charge if someone is injured or falls ill, including calling emergency services if required. N.B. they should not attempt to give first aid unless they have been trained • The Store Manager is responsible for implementing a system to ensure all first aid boxes are regularly checked and kept stocked correctly.
Burns and scalds At Costa burns and scalds are one of the most common forms of injury in store. Should a Team Member or customer receive a burn then the following action will help to minimize the extent of the injury: • Cool the burn or scald immediately by putting it under a cold, running tap for a minimum of 10-15 minutes • If a burn causes concern, seek medical assistance
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BIOLOGICAL HAZARDS Blood Borne Diseases and Body Fluids
Occasionally we need to clean body fluids such as vomit, blood, urine etc. in our stores. This brings a small risk of diseases and viruses however by following this standard any risk will be minimized.
How to control biological hazards • Wash and dry your hands thoroughly - it’s one of the best ways to prevent infections • Clean and sanitize surfaces and hand contact points often • Wear personal protective equipment (e.g. gloves, masks), where appropriate, for example: when cleaning up body fluids (urine, faeces and vomit) or when you may come into contact with it • Clean up spills immediately • Handle and dispose of all bio-hazardous waste materials safely. Blood and any other bodily fluids should always be handled as if they could be infectious. In the event of an injury or bleeding, every individual should be handled in a way that minimizes exposure to any blood and body fluids.
How to manage blood and body fluid spillages • Every Store should have a ‘Body Fluid Disposal Kit’ – it should be kept with the first aid box • Ensure the immediate area is cordoned off to stop anyone coming into contact with the blood or body fluid – use ‘Wet Floor’ signage, chairs etc. • Always use the gloves, arm protectors and apron in the kit before you start the clean up and ensure you dispose of the gloves in the yellow bio hazard waste disposal bag when you have finished • To ensure the safe disposal of sharp instruments (e.g. blades, syringes, needles which may be contaminated with blood or other body fluids) these objects must be placed in the marked rigid container found within the ‘Body Fluid Disposal Kit’
Instructions for using the Body Fluid Disposal Kit Body fluid disposal
Sharps disposal
1. Put on protective clothing provided
1. Open the pack and pull on gloves included
2. Sprinkle sachet of absorbent granules over spill, wait for spill to solidify
2. Read the instructions on the yellow container and open it in preparation to use
3. Collect gel using scoop and scraper, and place all into 3. Put the container down on the hard surface next to yellow waste bag the sharp object 4. Spray affected area with disinfectant spray provided and wipe down with dry wipes
4. Using the forceps provided, carefully pick up the sharp object and put it into the container, with the harp end first
5. When you have finished, put wipes, empty spray and all protective clothing into waste bag
5. To lock the container make sure that all four retaining catches on the cap are snapped securely over the rim
6. Dispose of the bag by using your local licensed clinical waste carrier
6. When you have finished, put forceps, container and gloves into the yellow bag
7. Wash hands over with disinfectant wipe and dispose of
7. Dispose of the yellow bag by using your local licensed clinical waste carrier 8. Wipe your hands with disinfectant wipes and dispose of them in an appropriate bin
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FIRE SAFETY Fire Safety is of paramount importance, as a major fire can have a devastating impact on our business, Team Members and customers.
Procedure • Fire Evacuation Procedures are established for your Store, including evacuation procedures for customers with disabilities, your Store Manager will be able to inform you of these • All Team Members should know how to operate the fire alarm • All Team Members should be aware of the correct procedure for calling the Fire Brigade • Good housekeeping standards should be maintained, particularly in store areas, ensuring that all fire exit routes and access to any fire fighting equipment is kept clear • Workplace inspections at regular intervals should be carried out to check for fire hazards, for example overloaded sockets/damaged electrical equipment, excessive or inappropriate storage of combustible items • No Smoking policies must be enforced • Flammable substances are kept to a minimum and stored correctly • All relevant Fire Safety inspections and tests are undertaken and records of these are kept
Team Member Training Store Managers must ensure that all of their Team Members have been trained in Fire Safety in accordance with the company requirements: • Equity stores: Costa Fire Safety (Store Health & Safety Policy) • Franchise stores: Fire safety training must be included in all induction training
Actions to be taken in the event of Fire • Raise the alarm by activating the nearest alarm call point • Call the Fire Brigade, even if your Store has an auto dial 999 facility • Close all doors and windows as you leave, if it is safe to do so • Guide customers to their nearest fire exit • If possible, and without risking your own safety, tackle the fire • Do not use a lift • Do not stop to collect personal belongings • Usher customers to the Fire Assembly Point • Liaise with the Fire Brigade upon arrival Daily and weekly checks must be undertaken with regard to Fire Safety. This must be recorded in the Costa Safety Log Book for Equity stores / in your own Safety Log Book for Franchise stores. The Fire Evacuation Procedure must be signed and dated within the first week of a new Team Member’s employment. This is kept in the Personal Details Envelope.
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MANUAL HANDLING Manual handling is the transporting or supporting of any load by hand or bodily force.
Good manual handling techniques Never overestimate your own ability – if you cannot lift or move the load comfortably ask someone to assist you.
Lifting • Assess the task, the area and the load • Make the load as small, light and stable as possible • Ensure that the load is capable of being gripped safely • The body should be as close to the load as possible • For better balance and reduced risk of stumbling place the feet hip wide apart and one foot (the lead foot) in front of the other and to the side of the load • Relax the knees and sink down until contact is made with the load – this should be a fluent movement with back muscles relaxed and spine naturally straight • Tilt the load forward with the lead hand – it should be the same as the lead foot • Slip the other hand underneath the load • For better control of the load and reduced tension in the forearms grip the load with the palms of the hands and the roots of the fingers • Keep the arms close to the body and elbows tucked in • The upward movement should begin with raising the head • A smooth progressive forward movement should be incorporated to give momentum to the load and reduce stress to the body • Store example: putting away deliveries
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MANUAL HANDLING Manual handling is the transporting or supporting of any load by hand or bodily force.
Good manual handling techniques Never overestimate your own ability – if you cannot lift or move the load comfortably ask someone to assist you.
Carrying • Ensure that the route you are taking is clear of obstructions and trip hazards • The load should be carried well down the body to reduce unnecessary muscular work • Plan the route if it is extending over some considerable distance or if the load is heavy and breaks are needed • Load should be set down in a suitable place • Store example: carrying trays full of crockery
Pushing and pulling • In some cases it will be easier or necessary to push or pull the load • Check the route for uneven surfaces • Ensure there is sufficient clearance to pass obstacles without injuring your hands • Take extra care on ramps or tilted floors • If possible, position your hands on the load at the height between waist and shoulder level • Make use of strong leg muscles to exert force • If necessary, push load with your back against it • If you push or pull something fitted with wheels make sure they are in good repair • Store example: moving tables when cleaning floor
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ENFORCEMENT OFFICER VISITS What to do when a local food safety enforcement officer calls As a food business all Costa stores globally can be subject to an inspection by a local food safety law enforcement officer. This may be a routine visit or be prompted by a customer complaint. Whatever the reason they will need to determine and be sure that our stores operate and handle all foods in a safe and hygienic manner. Some countries also rate their food businesses and offer a score for each which is publicly available and in some cases must be publicly displayed.
What makes up the Food Hygiene Rating Score in the UK In the UK the score given to a store is made up of 3 elements: Practices – what they see regarding food storage, preparation, reheating/warming and service, stock rotation and management of food shelf-life and the chill chain Premises – Cleanliness and structure – what is seen during their inspection and how well this is managed Confidence in Management – Team awareness of food safety controls and how the food safety management system or HACCP (Hazard Analysis and Critical Control Points) is working What they see as well as the questions they ask will make up their assessment of ‘Confidence in Management’
STORE CONDITIONS, WHAT THEY SEE
TEAM AWARENESS, GUIDANCE FOR DEALING QUESTIONS THEY MAY ASK WITH THE ENFORCEMENT OFFICER
They will be checking that the store is clean and tidy inside and out
How do you clean the store and how often? What are your deep cleaning routines?
Take the enforcement officer through your cleaning schedule and Brand Excellence Manual which outlines when and how to clean your store
What would you do if you found the store premises were worn and difficult to clean? What regular Planned Preventative Maintenance is undertaken?
Ensure that all the Team are familiar with the Repairs & Maintenance process and can point to any Planned Preventative Maintenance routines
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Food needs to be at the right temperatures, in date, covered and protected from contamination, off the floor, handled correctly and hygienically
People – they will check that the correct and clean uniform is worn, that routine handwashing takes place and that food safety training is suitable and completed
Why the correct storage of food is important? What should they do if the find food incorrectly stored – at the wrong temperature, out of date or see signs of contamination?
All Team Members should be familiar with the reasons for and the correct temperatures, hygienic handling of food, the date labelling guide. This is to prevent the contamination of foods with biological, physical or chemical hazards and prevent the growth of bacteria (by controlling storage time and temperature) that may lead to illness. Any evidence of food safety hazards should result in the food being discarded and recorded as waste
When should you wash your hands?
Routine handwashing should be at the following times: Before: • Starting work • Handling food • Handling ready to eat food After: • Using the w.c. • Smoking • Blowing your nose, coughing or sneezing • Cleaning or touching cleaning equipment • Handling cleaning chemicals • Handling rubbish • Every break • Handling raw food
How do you handle food?
Preferably using utensils only, particularly being careful when handling an allergy sufferers
What is your correct uniform, jewellery policy?
Guidance can be found in the Uniform section of this manual
When should you wash your hands?
See section above
What training have you received? They may ask other questions that may test the knowledge of Team Members, for example correct storage temperatures of food
Team Members should have received induction food safety training. This should include what food safety hazards exist, basic hygiene rules such as hand washing and the correct storage conditions of food Store Managers or Shift Runners should also have received training on the use of management tools such as food safety checks, cleaning rotas, how to manage food stocks, food complaints, report safety incidents etc.
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How do you ensure that all repairs Environment – they will look for and maintenance issues are evidence of pest activity, that hot rectified? water provided, waste disposal removes refuse from food areas, that lighting and ventilation is sufficient, that surfaces such as walls/floors/ ceilings are in a good state of repair How does the Costa Compliance Logbook (or equivalent) ensure that food safety is managed?
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Team Members should be familiar with how repairs and maintenance issues raised, reported and rectified, particularly high risk issues for example, if they notice that the chiller temperature is too high, there is no hot water or if they see evidence of pest activity. Routine checking of food safety issues such as cleaning, food temperatures, pest control issues and general safety conditions takes place daily and weekly. When issues are seen that need to be actioned how are these managed, for example, when your temperature monitoring identifies the food in your display cabinet is too high then how is this rectified?
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STORE SECURITY Security systems Where provided, security systems such as intruder alarms and CCTV must be effectively managed. Guidelines should be followed, such as routinely checking that the systems are working and ensuring that all relevant Team Members must keep any keys or codes secure. Any defects with door locks should be reported and repaired as soon as possible and all areas should be secured to minimise access to the public.
Personal security If it is necessary for Team Members to work alone in store care must be taken to ensure that only suitable Team Members are selected i.e. that they are fit to work alone, and that precautions are in place to ensure that emergency procedures are in place, for example, in case of fire, equipment failure, threats of violence, illness or accidents. It must be clear what tasks can and cannot be undertaken when there is just one person on duty and that there are suitable means of communication available.
Facing violence and aggression No Team Member should be exposed to any unreasonable risk to their personal safety. Although violent incidents are rare, in some situations it may be either too late or just not possible to prevent or avoid violence. The following guidance may help to avoid or diffuse potentially violent situations: • Wherever possible, in cases of verbal abuse, always try to diffuse the situation or call a colleague or Manager for assistance • Be courteous and polite, do not exchange threats and insults and try to avoid getting drawn into an argument • Do not touch someone who is angry as this may be seen as an invasion of their personal space and inflame the situation • Agree a pre-determined signal with Team Members so they know what action to take • In cases of physical violence, Team Members should make every effort to back away, go to a safe place and seek help. If at any time you feel threatened or are assaulted, try to summon help when it is safe to do so • Note the description of the assailant(s) if possible • Summon assistance from the Police or other emergency services in the event of a violent situation, such as a physical confrontation or robbery
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SECURITY INCIDENTS It is important that everyone remains alert and vigilant to ensure that our security procedures and systems are maintained at all times. In particular, please ensure that all Team Members are made aware of the following: • All contractors and visitors show appropriate identification • If a suspicious unattended package is identified, follow the procedures below • CCTV is working where provided • Where provided, all Team Members are aware of the location of static and portable panic alarms and that they are tested weekly • All office and back of house doors remain shut and locked when not in immediate use • All rear yards are kept secure with gates and back doors closed and locked when not in immediate use • Ensure that refuse bins, etc. that could potentially be set on fire are kept in a secure area or are kept as far away from the building as possible • The Crisis Management process has been reiterated to all Team Members Suspicious behaviour should be reported to the police in the first instance and any incident should be logged and reported using the incident reporting procedures. In the event of a suspicious package being discovered: • Stay calm • Do not touch the package • Check if anyone knows who the package belongs to • If nobody claims the package notify the Police immediately • Evacuate the premises at once opening all window and doors if it is safe to do so
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CRISIS AND INCIDENT MANAGEMENT All incidents are to be logged and reported centrally; these could include any incidents of physical or verbal abuse, threats, intentional damage to property, robbery or attempted robbery. However, if a crisis occurs you should follow your Crisis Procedures to ensure that these are escalated correctly. (N.B. For UK Equity stores these procedures can be found in your Costa Safety Manual). A crisis is something that could:
• Put your team members or customers at risk and result in death or serious injury (e.g. bomb threat, fire, flood or structural damage, physical violence or robbery) • Damage the brand reputation with guests, suppliers or the local community (e.g. multiple food poisoning) • Potentially affect more than one store • Be reported negatively by the media
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STORE EXCELLENCE
STORE EXCELLENCE
Cleanliness Maintenance Store Operations
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CLEANLINESS
Cleanliness
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CHEMICALS
COSHH(Control of Substances Hazardous to Health Regulations) aims to give us information about the chemicals and level of danger. This section refers to the approved chemicals used by UK equity stores provided by our nominated supplier. All approved chemicals must be suitable for the task and must be accompanied by information to instruct your Store Teams on how to use these correctly and safely For Franchise Stores induction training must include instruction and training of the safe use of chemicals, using guidance from your chemical provider.
Chemicals management (UK Equity) • Stores should only use approved products which are available from BUNZL • Chemicals must be stored safely and labelled correctly • Chemicals should never be mixed • All Team Members must be trained in the use of all chemicals as part of their Health & Safety training when completing ‘Safe & Legal’ workbook • Personal Protective Equipment must be available and used when handling chemicals • Stores will receive a quarterly visit from nominated supplier to check the condition of cleaning and dosing equipment. To ensure that chemicals are being used correctly and to answer any queries • Stores can also request COSHH training through the nominated supplier
Corrosive Example: Oasis Pro 64
Irritant Example: Full Circle
Flammable Example: Sapur B
Hazard symbols will appear throughout this manual to highlight chemicals’ properties.
What is PPE? • Personal Protective Equipment is designed by experts to protect you against specific hazards by forming a barrier between you and the a hazard, e.g. a cleaning chemical • PPE used in Costa: • Gloves • Goggles • Aprons • Non-slip, enclosed shoes
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STORE CLEANING To ensure a warm & welcoming environment for our Customers throughout the day keeping your store clean is very important and will enhance the overall custo1ner experience.
Tools needed • Approved Chemical Products • Paper towel • Blue and red cleaning cloths • Mop and bucket • Broom • Dustpan and brush • Rubber gloves
• Stepladder • Upholstery brush • Spoon or knife • Goggles • Labelled spray bottles and spray heads
What is important? • Always spray chemical onto your cloth not the item to be cleaned, this is more effective as you will lose less product into the air • Rinse the cloth and re-spray regularly when cleaning • Clean all surfaces, corners and edges of any item removing all dust, dirt or debris as you go • Mops and buckets should be cleaned after every use. Mops should not be left in dirty water as this is unhygienic • Ensure all chemicals are dosed and diluted according to the manufacturer’s guidelines which can be found on the chemical instructions • All chemicals must be kept in a labelled container at all times • If you need to move anything to clean behind it, ask for help if it is heavy • A wet floor sign must be used when mopping any floor surface • Remember that your cleaning equipment should also be kept clean
Two Stage Sanitising Process 1. Remove debris a. Using hot soapy water and a blue cloth, remove dirt and debris b. Dry the surface with blue roll 2. Sanitise surface a. Spray sanitiser directly on to the surface (s) b. Leave for at least the stated contact time (UK Equity: 1 minute) c. Rinse off with clean water and a new blue cloth d. Dry if necessary with blue roll
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FLOORS
Tools needed • Correct cleaning chemicals • ‘Wet Floor’ signage • Correct PPE
• Broom • Brush and dustpan • Clean mop and bucket
How to clean floors • Move any tables, plant pots and chairs to ensure that you can clean underneath • Brush the floor thoroughly, including corners and edges and dispose of the debris • Half fill your mop bucket with hot water and follow manufacturer’s instruction for chemical dilution • Place the ‘Wet Floor’ signage out to avoid someone falling • Mop the floor in a figure of eight motion • Work back towards the kitchen door or counter area and avoid stepping on the areas you have just cleaned. If you step on the area that is wet, run the mop back over it to clean up these tracks • Using clean hot water mop the floor again to ensure that no residue of detergent/grease held in the solution is left on the floor (it could make the floor slippery) • Leave floor as dry as possible and only when floor is dry remove ‘Wet Floor’ signage Team members’ responsibilities include following the above procedures, wearing appropriate, clean footwear and reporting any hazards or accidents to the Shift Runner.
Spot cleaning of food and liquid spillages • Place ‘Wet Floor’ signage and prevent customer access to affected area, inform Shift Runner • Pre-clean the area to remove spillage by using a blue roll • Half fill your mop bucket with hot water and follow manufacturer’s instruction for chemical dilution • Using a clean mop, mop the floor in a figure of eight motion • Rinse thoroughly with clean warm water • Use a blue roll or dry mop to dry the area • Repeat the process if area is still greasy • Clean and return the equipment to the separate storage area
Frequency • Sweep – after lunchtime session and evening session • Clean spillages – immediately • Floor mopping – each night • Deep Clean floor mopping (under and behind the equipment) – weekly Don’t forget to put the ‘Wet Floor’ signage out. It must be in place for the duration of cleaning and floor surfaces being dry mopped after cleaning. Clean mop regularly. Always rinse the mop head and bucket out after use and leave clean. Clean tables and chairs before sweeping and mopping the floor. That way, if any debris falls on the floor, it will fall before you clean.
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TOILETS
Tools needed • Cleaning cloth (UK: Red) • Approved sanitizer in a labelled bottle with spray head • Approved glass and hard surface cleaner • Approved toilet cleaner • Toilet brush • Paper towel
• Duster • Rubber gloves • Stepladder • Floor cleaner • Clean mop and bucket • Wet floor sign • Broom • Dustpan and brush
How to clean toilets? Sinks: • 1-2 amounts of toilet cleaner on a cloth wipe over to remove all dirt Pipes: • Dust then sanitize througout using 2-3 sprays of approved sanitizer and a cloth Mirrors: • 1-2 sprays of polish on to paper towel and polish mirror until free of marks and smears Tiles, driers and paper dispensers: • 2-3 sprays of sanitizer on a cloth to remove all marks • Immediately followed by polishing dry with paper towel to prevent smears Toilet exterior and seat: • Dust then clean with toilet cleaner and a cloth • Polish with a paper towel Toilet bowl: • Use the brush to plunge the waterline and lower the water level • Apply toilet cleaner directly on to the bowl • Brush around the bowl to remove visible soils
• Leave for as long as possible before flushing to help remove lime scale • Always flush before allowing customers to use the toilet Ceiling Vents and high ledges: • Using step-ladders dust and wipe over with approved sanitizer and a separate cloth Baby changing unit: • 1-2 amounts of toilet cleaner on a cloth, wipe over all areas of the unit Bins: • Empty any rubbish bins • Nappy/Sanitary bins must be emptied and disposed of by a professional company • Finally clean the floor using the acidic floor cleaner Always use rubber gloves when cleaning toilets. Any sharp objects e.g. needles or bodily fluids should be removed using a bio hazard kit and line manager must be informed. Toilet brushes need to be clean, order spare toilet brushes from Bunzl.
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MERRYCHEF OVEN – CLEANING A daily cleaning routine will ensure that you comply with the required hygiene standards and will help to maintain and prolong the efficiency of your oven
Remember to cool down the oven before the cleaning processes are carried out.
Tools needed • Approved oven cleaner • Approved oven protector • Blue paper
• Rubber gloves • Blue cloth • Goggles
How to clean the oven • Open the oven door and remove the cook plate / wire rack and any other cooking vessels from the cavity • Remove any spillages with blue cloth or blue paper • Use a dry clean brush to remove any food particles from between the cavity floor and the inside of the front door • Carefully spray cleaning chemical onto a sponge • Clean all surfaces of the cavity except the door seal. For difficult areas, leave to soak for 10 minutes with the appliance door open • Wipe inside and outside of the oven using a damp clean cloth • Dry the oven using a blue paper • Press the green tick to continue
How to apply the protective chemical Applying the protective chemical helps to clean the oven the next day. • Spray protective chemical onto the clean blue cloth • Spread the chemical lightly onto all internal surfaces of the oven avoiding the door seal • Press the green tick to confirm application of the protective chemical • Replace the cleaned dry cook plate / wire rack and close the door • Remove the air filter and clean it with a damp blue cloth • Replace the filter and confirm that the cleaning is complete by pressing the green tick • The oven will switch off
How to clean the cook plates and wire racks • Wash all removed oven parts in warm soapy water • Wash off using a clean blue cloth and plenty of clean, warm water • Allow to dry or dry using a blue paper • Double-check that all components are dry before re-fitting them into the oven Do not spray directly into the cavity. Never use an abrasive scrub pads or sponges to clean surfaces of the cavity - it will damage the oven. Do not scrub the door seal or use metallic scourers to clean it.
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MERRYCHEF OVEN – COOLING DOWN
The oven must always be cooled down before the cleaning processes are carried out.
Tools needed • Rubber gloves • Ice tray • Ice
Cool down procedure • In Full Serve mode, select the CLEANING symbol from the main menu • In Full or Quick Serve mode, select the ‘blue thermometer’ symbol to disable heating and to start the cooling cycle • Taking all necessary precautions place a suitable try of ice, into the hot oven cavity. This speeds up the cooling process. Select the green tick to continue • The cooling progress is displayed and takes approximately 20 minutes. • Once the cooling down process is complete, carefully remove the ice tray from the cavity wearing protective gloves • The oven is ready for cleaning Before starting cleaning work, it is essential that you familiarize yourself with the cleaning rules and safety hazards. ‘Cool down’ function allows you to reduce the cavity temperature quicker and clean your oven sooner.
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STORE CLEANING Item
Tools
How to
Notes
Ice buckets/cool boxes
• •Blue cleaning cloth
• • Empty out any contents from the
Do not put ice buckets in the dishwasher as it destroys the materials inside the bucket walls.
• •Paper towel • •Approved sanitizer in a labelled bottle with spray head
bucket
• • Using a blue cloth and sanitizer wipe inside and out including the lid
• • Rinse the cloth and wipe all over again
Ice scoops must be kept in a separate sanitised tub with a lid. Never handle the scoop from the shovel end.
Ice machine and ice scoops
• Blue cleaning cloth
Weekly
• Paper towel
• Turn off ice machine and dispose of all ice
• Approved sanitizer in a
• Using a blue cloth and sanitizer wipe all
labelled bottle with spray head
• Dustpan and brush
surfaces inside and out
• Unscrew the front panel and brush the vents to prevent build up
• Replace the vent and wipe over • Switch the machine back on Daily
• Ice scoops must be kept in a sanitised tub with a lid
• The tub and scoop should be put through
Ensure the fin inside is in the upright position as sometimes it gets pushed down horizontally when the ice capacity increases. The lid must be closed at all times. Ice scoops should not be kept in the machine as this spreads bacteria. Never handle the scoop from the shovel end.
the dishwasher daily
Ice well
• Blue cleaning cloth
• Empty out any contents from the ice well
• Paper towel
• Using a blue cloth and sanitizer wipe
• Approved sanitizer in a labeled bottle with spray head
Air conditioning / Air vents
inside and out including the lid
• Rinse the cloth and wipe all over again
• Blue cleaning cloth
Weekly
• Duster
• Using the stepladder dust the air con unit
• Stepladder • Dustbuster/Vacuum cleaner
Leave the ice well empty overnight.
Do not attempt to take any units apart.
or vent until all dust is removed
• Alternatively use a dustbuster or vacuum cleaner
• If needed use a blue cloth to remove marks being careful not to mark the paintwork
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STORE CLEANING Item
Tools
How to
Notes
Trays
• Blue Cloth
All the time
• Approved sanitizer in a
• Empty any rubbish from the tray
Trays must not be put in the dishwasher as they will scratch and look worn and damaged.
labelled bottle with spray head
• Approved de-stainer
• Using a blue cloth and sanitizer wipe the tray clean and allow to dry
• If stains start to appear soak them in a 10% solution of de-stainer
• Ensure they are rinsed after de-staining Door and windows
• Blue cloth
Daily
• Paper towel
• To manually clean glass doors and
• Approved glass and hard surface cleaner
windows use paper towel and polish wiping the glass until clear of marks and smears
• To clean any frames/handles use a blue cloth with polish
All display units
• Blue cloth
Daily
• Paper Towel
• Remove any product and wipe out trays
• Approved sanitizer in a labelled bottle with spray head
• Approved glass and hard surface cleaner
with blue cloth and sanitizer
• Cake fridge display plates go through the dishwasher
• With a blue cloth and sanitizer clean all elements of the display
• Using paper towel and polish wipe and
If any paintwork is chipped speak to your RDM or Franchise Partner. Most stores will have a window cleaner and the windows will be cleaned regularly. Do not put any plastic parts in the dishwasher as they will scratch. Brown paper should be replaced regularly. If units are damaged speak to your RDM or franchise partner.
clean all glass or Perspex front panels ensuring no smears
• Move units if possible and clean underneath with a blue cloth and sanitizer
• Re-stock where necessary Condiment unit
• Blue cloth
Daily
• Approved sanitizer
• Wipe out top, doors and sides with blue
in labeled bottle with spray head
cloth and sanitizer
If necessary, deep clean the unit more often
• Replace a bin bag Weekly
• Move sugar, napkins, stirrers, straws, leaflets, salt and pepper and clean underneath
• Remove a bin and wipe inside the unit with blue cloth and sanitizer
• Clean bin inside and out
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STORE CLEANING Item
Tools
How to
Notes
High chairs
• Paper towel
After every use
• Approved sanitizer in a
• Using paper towel and sanitizer wipe the
Ensure any straps are in good repair.
labelled bottle with spray head
Lights and shades
• Duster • Stepladder
whole chair, especially the tray, seat and legs
• Using the stepladder if necessary, dust the light shade.
• Ensure all shades, fittings and bulbs are dusted and free of cobwebs and dead insects.
Outside signage and furniture
• Blue cloth • Paper towel • Upholstery brush • Approved sanitizer in a labelled bottle with spray head
• Approved glass and hard surface cleaner
• Stepladders
• To clean tables, chairs and barrier bases use a blue cloth to wipe over all surfaces
• Polish with paper towel to prevent smears if a shiny surface
• For canvas barriers, use a damp blue cloth with no chemical and wipe over
• For umbrellas use a dry upholstery brush to remove dust and debris
• For signage, use the stepladders to wipe
Ensure you use the correct bulb wattage for the shade to prevent damage.
If barriers or umbrellas are heavily soiled contact your RDM or Franchise Partner to arrange professional cleaning. If you have window cleaner you may be able to ask them to clean the signage for you.
over with a blue cloth and polish
• Dry with paper towel to prevent smears Grills
• Blue cloth
Daily
• Approved sanitizer in
• Switch off the grill and allow to cool
a labelled bottle with spray head
• Plastic scraper (for older style Aristorco grills)
• Metal scraper (for newer style Sirman grills)
• Paper towel
• Scrape all debris off the grill plates • Wipe the plates with a clean damp cloth • Clean all exterior elements of the grill with a damp blue cloth and sanitizer
• Ensure that the crumb tray, lids and underneath/behind are cleaned
• Ensure all metal surfaces are polished dry
If there is burnt on debris that will not come off a plastic scourer can be used. Never use ice to clean grill plates. It will damage the grill and plates may break. Metal brushes are not allowed to be used.
with paper towel to prevent smears
• Clean counter surface underneath the grill. Move the grill to remove bread crumbs and dust
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STORE CLEANING Item
Tools
How to
Notes
Blenders
• Blue Cloth
Daily
• Paper towel
• Wipe the metal base plate, all sides of the
Do not put the blender casing in the dishwasher as it will become damaged.
• Approved sanitizer in a labelled bottle with spray head
Perspex casing and the base with a blue cloth and sanitizer to remove all marks
• Immediately dry with paper towel to prevent smears
Blender jugs should be cleaned after every use.
• For build-in blenders, remove a metal drip tray usually placed in the cupboard under the blender. Wash in the dishwasher or clean with a blue cloth and sanitizer.
• For a thorough deep clean, lift the motor out of the black base wipe over with a blue cloth and sanitizer, polish with 2-3 sheets of paper towel and re-assemble
Coffee catcher
• New coffee catcher sock
Weekly
• Gloves
• Open coffee catcher lid
• Blue cloth
• Unscrew compression nut
• Approved sanitizer
• Remove and dispose of the old sock,
in labeled bottle with spray head
place new one and screw compression nut back
If necessary, clean a coffee catcher more often. Order new coffee catcher socks from Maintenance Helpdesk.
• Put a lid back • Wipe outside with blue cloth and sanitizer
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MAINTENANCE
Maintenance
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STORE MAINTENANCE Our customer experience needs to be consistent across all of our stores. Our stores require regular maintenance to keep them safe and comfortable, and to ensure that we meet our customer’s expectations during every visit. Not investing in the maintenance of our existing estate will be a false economy, as problems which are ignored can quickly escalate and become more expensive. Maintaining our stores and equipment will help to prevent any major faults which can cause serious disruption to the business.
Types of maintenance Planned Maintenance is carried out regularly and includes things like servicing of machines and changing the bulbs in our lights. The main purpose of planned maintenance is to ensure that the stores meet all legal and regulatory requirements, as well as reducing the possibility of breakdowns. Planned maintenance should be carried out to a regular schedule. Reactive Maintenance takes place when a store experiences an unknown or unexpected failure or breakdown – for example toilets breaking, a water leak or damage to the building. In this case a reactive maintenance contractor would need to be called out. We suggest setting a Service Level Agreement for the service providers to attend a reactive call ranging from 4 – 72 hours, depending on severity/type of issues. “Trade affecting” and “Health & Safety” issues should always be prioritized as on urgent response.
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STORE MAINTENANCE UK Retail only
Maintenance call outs All maintenance issues must be logged in the maintenance workbook. To ensure a quick response it is crucial to provide as much accurate information as possible. When the maintenance call is placed you will be asked for the following information: • The eight digit site code, starting from 430... • Store name • Town where you store is • Description and location of the problem; the more details you can give the better • Asset number, in the case of faulty equipment • The order number from the workbook When a maintenance call is placed a call out time must be agreed e.g. 4 hours, 24 hours. You should also receive a contractor’s name and the reference number – record them all in the maintenance workbook.
Business critical All maintenance issues which pose a significant safety risk or affect store trade should be reported as business critical and logged as a 4 hour call. Examples of significant safety issues: • No hot water to sinks • Fridges not holding temperature • Pest proofing recommendations • Surfaces and structure not capable of being effectively cleaned • Fire alarm failure • Damage to asbestos containing materials • Any other business critical issues like the coffee machine or tills breakage
Contractor’s visit • On arrival the contractor must sign in (section 2 of the maintenance log book) • The contractor should provide a description of the work to be carried out and, detailed costs of materials and labour • Stores should be advised by the contractor if costs are more than £250 for equipment repairs and £500 for building repairs. If the costs exceed this, the contractor will need to provide a quote • If the contractor leaves site, they must sign out and back in when they return • If the work has been completed to a satisfactory level and a cost provided, the sheet can be signed • The store signature authorises payment • The quality of service assessment and general comments where appropriate, both positive and Negative, should be added • If the contractor does not arrive at the agreed time call the Repairs and Maintenance helpdesk • If the contractor still does not arrive use the escalation process or consult your RDM
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STORE MAINTENANCE UK Retail only
Recalls and disputes • If recalls are necessary, the store/outlet must place the recall by completing a new worksheet quoting the original worksheet number • Once a repair is complete a recall should be placed as soon as a fault has been noticed • If there is a dispute and an agreement cannot be reached regarding the charges or if the validity of the recall is in question, stores/outlets should authorise costs but write “in dispute” across the worksheet • The contractor’s administrator will arbitrate at a contractor performance and service review meeting. • The store will be advised of the outcome
Equipment which is recommended for replacement • After assessing the equipment, the contractor must send a quotation for validation and to authorise the repair or to replace a unit • Only the Maintenance Team can confirm if a unit has been approved for replacement • If a repair is viable this will be confirmed to the contractor by the Maintenance Team • Parts will then be ordered and repairs carried out • If parts are sent to site, the site must contact the contractor straight away to inform them they can continue with the repair; this is the responsibility of the site to ensure that a phone call is made • If the repair is not possible, the decision will be made to replace the equipment in line with Brand standards and the Maintenance Team will raise an order for any new equipment • The new equipment will be delivered to store/outlet and the supplier will remove the old piece of equipment • Stores MUST have the equipment prepared • If the equipment is not ready for collection, the supplier will not wait for it and store will have to arrange a separate pick up. The redundant electrical equipment should always be disposed of safely and responsibly – the regular waste contractor will not be able to take it • An engineer should be called to install the new/replacement equipment • Any queries about the delivery, orders etc should go to your RDM
Condemned equipment • Engineers have the authority to ‘condemn’ any piece of equipment; by doing it they pronounce the equipment to be unfit to use (equipment is dangerous or poses health & safety risk) • If the equipment cannot be fixed and it is in dangerous condition which has immediate risk to operator, the engineer will make equipment save by removing the plug and report it immediately
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STORE MAINTENANCE Franchise stores
Franchise partners responsibilities • It is the franchise partner’s responsibility to ensure that all stores and equipment are regularly maintained to ensure the safe and effective operation of our stores • Each store must have access to a list of qualified and accredited repair and maintenance contractors. It is the franchise partners’ responsibility to ensure that locally sourced contractors are suitably qualified for the works which they will complete. • By law, testing and inspections regimes must be in place for the following: • Gas installations • Water systems including boilers and pumps • Electrical installation and portable electrical appliances • Pressure vessels • Lifts (including goods lifts) • Fire detection systems • Alarm systems • Emergency Lighting • Asbestos Register / Asbestos Report • A planned preventative maintenance system should be in place for all equipment within the store, including but not limited to coffee machines, equipment, boilers, HVAC, counter and back of house refrigeration, internal and external lighting. Coffee machines must only be repaired and maintained by Costa nominated and approved contractors • A repair and maintenance reporting procedure should be in place for each store, so that a store can quickly identify and communicate any issues to the franchisee to ensure efficient and reliable remedial works. If equipment is still within a valid warranty or guarantee period, then it is the franchisee’s responsibility to report any faults to the supplier within the correct time frame • If equipment is identified as faulty or dangerous it should ideally be removed from the store. If this is not possible it should be clearly marked “Do Not Use” to ensure the safety of your employees and customers. • All equipment should be repaired and maintained so as to function according to Costa specifications and standards
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Fire alarms, emergency lights and smoke detectors
• System faulty
Scotland – Connelly Security
The fire alarm should be tested weekly and emergency lighting monthly. Check the indicator light on the emergency light is lit (red) if not then the unit needs repairing.
Rest of UK – Protec Franchise Franchise partner
Business Critical
Smoke detectors must not be covered or painted. Protec will conduct a full check on the whole fire alarm system twice a year to include checking the panel, back up batteries, call points, sensors and sounders. If you are unsure the engineer can go through it with you. The emergency lights will be inspected annually by Protec and by Connelly Security in Scotland. If your store is a concession the concession partner is responsible for these elements.
Fire extinguishers
• Discharged extinguishers
• Any repairs
Scotland – Connelly Security Rest of UK – Protec Franchise Franchise partner
Check fire extinguishers on a weekly basis to ensure it is mounted on the wall in the correct location and the fire extinguisher is in date.
Fire extinguishers are inspected annually. If a fire extinguishers has been discharged it needs reporting to refill the unit.
General building repairs
• Roofing • Joinery • Drainage • Sewage
Repairs and Maintenance Helpdesk Franchise Franchise partner
• Lighting • Plumbing • Pest proofing recommendations
Flooring
• Damaged or lifting flooring or carpet
Repairs and Maintenance Helpdesk
Twice a year Macdet will visit and deep clean all carpets (excluding franchise).
Franchise Franchise partner
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Fridges
• Broken unit, not
If under your 12 month warranty contact the supplier
Do not remove shelves to stock more items and do not overstock the fridge - allow the airflow behind the products.
maintaining temperatures under 8°C
After the warranty expires call the Repairs and Maintenance Helpdesk Franchise Franchise partner or supplier direct
Dishwasher
• Broken machine
If under your 12 month warranty contact Winterhalter direct After warranty expires Repairs and Maintenance Helpdesk Franchise Franchise partner or Winterhalter direct
Ice machines
• Machine not producing or maintaining ice
Keep doors closed at all times to maintain temperatures. Clean air vents weekly. Ensure door seals are clean and intact.
Ensure the machine is connected to the cleaning chemicals and the wash arms are not blocked.
Ensure to check the Error message on the display before placing a call. If the unit is fitted with a softener ensure is filled with salt tablets. Use the correct rack and ensure the crockery is stacked correctly. Issues relating to dosing should be directed to Ecolab.
If under your 12 month warranty contact the supplier
Ensure the air vent is clean by cleaning weekly and the vent is unrestricted at all times.
After warranty expires contact Repairs and Maintenance Helpdesk
Keep the lid closed when not in use.
Franchise Franchise partner or supplier direct
Business Critical
Before placing a call check the water is connected and the unit is switched on (excluding franchise). Check if the pump (black box at the back) is in place, has not been knock down and if it is on. The machine will not produce ice if it is full (most of the machines have a pressure sensor) or if the plastic flap indicating level of ice is lifted (older types of the machines).
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Toilets
• Taps
Repairs and Maintenance Helpdesk
Sanitary units, air fresheners and nappy bins should be emptied and changed by PHS.
Franchise Franchise Partner
Franchise Sanitary units, air fresheners and nappy bins should be emptied and changed by your nominated supplier.
• Toilets • Sinks • No hot water • Hand dryers • Disabled rails
Business Critical
• Door locks • Door handles • Sewage Compactors • Broken Mirrors • Pipes • Soap Dispensers
Ecolab Franchise Ecolab or nominated chemical supplier
• Toilet paper dispensers
• Baby changing units
Kimberley Clark Franchise Kimberley Clark or nominated supplier Magrini Franchise Magrini
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Windows
• Glass broken
Repairs and Maintenance Helpdesk
Touch up some any small paint chips if you have some of the correct paint.
Franchise Franchise partner
The help desk runs 24/7 so can be called anytime for window repairs.
• Window frames damaged
• Full re-paint
RDM Franchise Franchise Partner
External heaters, bulbs, umbrellas, awnings and barriers
• Heaters • Bulbs • Umbrellas • Barriers • Awnings • Awning poles
Repairs and Maintenance Helpdesk Franchise Franchise partner Repairs and Maintenance Helpdesk Franchise Franchise partner
Air conditioning
• Broken unit
Repairs and Maintenance Helpdesk
4 times a year MAK services will attend store to clean and service the unit.
Franchise Franchise partner
If your store in a concession store the units are the responsibility of the concession partner. Clean weekly to maintain the unit. Never take the unit apart and before logging a call ensure the controls are switched on and the display is showing, as there is an electrical isolator next to the controls (excluding franchise).
Music
• Machine not
Mood Media
working
To play music in a public area a music license is required. New music will be delivered periodically. If you are a concession, the concession partner may or may not allow music this is outside of the stores control. Music should be played at an acceptable level for all customers. Stores can not use their own music or music systems.
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STORE MAINTENANCE Item
Problem
Coffee machine
• Any fault with the coffee machine
Who to call
Notes
Repairs and Maintenance Helpdesk
• Your coffee machine should be working at all
Franchise Pelican Rouge or Mulmar
• There are two levels of call out, a ‘no coffee’
times. call out or a ‘general repairs’ call out. ’No coffee’ means inability to produce a Brand standard cappuccino.
• If you have a situation where you are unable to produce a Brand standard cappuccino you must call using the maintenance workbook or through your franchise partner, stating your are in a ‘no coffee’ situation.
• The response time to a ‘no coffee’ call out is within 4 hours.
• If you have general repairs to be done call using the maintenance workbook or through your franchise partner telling them it is general repairs needed.
• The response time for general repairs is within 24 hours.
• Every coffee machine must have it’s boiler inspected and certified on an annual basis.
• There is a service schedule and your RDM or franchise partner can access this information. Stores will be contacted to arrange a suitable time for the visit.
• The engineer will show the manager any faults found and how to prevent them.
• All inspections and servicing will be done in store.
• If the same fault occurs within a month of the service a recall should be made immediately. It is covered under the service guarantee and will not incur any costs.
• All new machines are covered by a 12-month warranty.
• If you require consumables such as new group handles etc please complete an order form and call in through the Repairs and Maintenance Helpdesk.
• Please not that blue flashing lights should be reported only if all of them are on - that means the machine has no hot water. One flashing light means your group head is on a ‘sleep’ mode. Hold the button for 5 secs to activate it.
• Always check an error message on the display before placing a call.
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Grinder
• Any faults
Repairs and Maintenance Helpdesk
Check that the grinder is switched on and the hopper chute is open before placing any call-outs.
Franchise Pelican Rouge or Mulmar
• The Mazzer grinder is fitted with a safety cut out should the blades jam.
• If this occurs allow the grinder to cool for 5 minutes and raise the grinder blades using the adjusting screw.
• The grind will then need resetting. • If you need to make a call out please call using the maintenance workbook or through your franchise partner.
• All new machines are covered by a 12-month warranty.
• As a guide, the grinder blades are changed annually at the same time as the boiler inspection.
• Signs that your blades may need changing are: - Very difficult to get the correct grind - Grinder overheats very quickly - The noise will be significantly different – louder and grating.
• The grinder may stop working if the blades are close to each other - before calling the maintenance try to significantly move collar to coarse position (one full turn).
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Water boiler
• Any faults
Repairs and Maintenance Helpdesk
Ensure the boiler is always connected to a water supply when switched on, as failure to do so will burn out the element.
Franchise Pelican Rouge or Mulmar
• No separate service visits are arranged; engineer will check and change taps on the annual major service.
• Any repairs should be carried out by Pelican Rouge or Mulmar using the maintenance workbook or through your franchise partner.
Brita filter
• Filters that need
Brita
changing
• You should check your filter regularly for leaks.
• Ensure the water valves to the filter are in the on position.
• Any repairs needed should be reported using the maintenance workbook or through your franchise partner.
• The filter cartridge inside the unit will be changed every 6 months for most stores.
• The date the filter was changed will be noted on the side of the unit.
• The engineer will show the manager any faults found and how to prevent them.
• Stores should check the reading weekly and record in the Costa compliance log book.
• If the indicator reads 500L, you should call for replacement.
Blenders
• Any faults
Repairs and Maintenance Helpdesk
• For build-in blenders, make sure to clean
Elite Technical Services (Blendtec)
• Replace blender jugs if they are broken or
FEM (Hamilton Beach)
• Any repairs needed should be done through
the dripping tray daily as many of the fault are caused by the base, motor or cable standing in water. noisy. If they are noisy it means that bearing at the bottom got loose. the appropriate company using the maintenance workbook.
• Any replacement jugs or lids should be ordered through BUNZL for Blendtech or FEM for Hamilton Beach.
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Grills
• Any faults
Repairs and Maintenance Helpdesk
• Any repairs needed should be carried out by Marren Microwaves.
• Place a call through the maintenance Marren Microwaves
Merrychef ovens
• Any faults
Repair and Maintenance Helpdesk
workbook or through your franchise partner.
• Always check error messages on the display before placing a call.
Franchise Franchise partner or supplier directly
Cables/ Plugs
• Broken plugs or cables
Repairs and Maintenance Helpdesk
• Any broken cables, plugs or sockets should be reported.
• Extension cables should only be used as an Franchise Franchise Partner
Tills, tablets, phones, faxes, printers and credit card machine
• Tills
Micros Helpdesk
• Printers
Franchise Torrex/WRS
• Phone lines
• No converters or adapters are allowed.
• Tablets • Credit Card Machines
• Phone or fax machine
Internal and external furniture
emergency and for a short period of time.
• Seat Pads loose • Wobbly tables and table tops
• Rips/holes in seats
Lloyds merchant services Franchise Own provider Teffont Franchise Franchise Partner RDM for replacement furniture Franchise Franchise partner
• Badly stained
Once the store has been open for 6 months it will go on a twice yearly cleaning programme with Macdet where all seating is professionally cleaned annually. Additional cleaning can be requested via your RDM (excluding franchise).
furniture
• Damaged chairs • Damaged table tops
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STORE MAINTENANCE Item
Problem
Who to call
Notes
Security alarm
• Repairs needed
Repairs and Maintenance Helpdesk
Ensure the alarm system is set when closing the store/outlet and unset on arrival.
Franchise Franchise Partner
Ensure the code is changed on a regular basis especially when staff who have had a code leave.
between scheduled visits
Ensure any changes in key holder and user codes are notified to the regional security contractor as soon as they occur. The regional security contractor will visit the store/outlet twice a year to check the alarm panel, call points and sensors to ensure they are working correctly and make any adjustments needed. All sounders and indicators will be inspected and the connections to the monitoring stations checked to ensure they are live. If you are unsure how the system works then the engineer will go through this with you. Once a year the regional contractor will visit to check the CCTV systems. Any faults that are due to normal failure of equipment are covered under the preventive maintenance contract. Each store/outlet has a unique reference number (URN) which is owned by the local police force. If the alarm is triggered, this is registered at the regional contractor’s monitoring station. The station will contact the store/outlet keyholder to see if police are required. If the police are required, the monitoring station will call them direct. If the police are called to more than 2 false alarms then they will withdraw the URN, this means police will only respond to 999 calls. If the panic alarm is pressed then the monitoring station will immediately call the police out (Excludes Franchise).
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PRODUCT SUPPLIERS Product
Supplier
Opening times
Benson Signs
Internal and external furniture
Warings Furniture / Polcom Group
External umbrellas
Shades of Comfort
External signage
Benson Signs
Doormat
Repairs and Maintenance Helpdesk
Fire Blankets, Extinguishers and signs
Protec
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PRODUCT SUPPLIERS Product
Supplier
Toilet signs
Repairs and Maintenance Helpdesk or Bensons Signs
Old style blender jugs
BUNZL
Dustbusters
Lyreco
Stepladders Phones Walkie Talkies Vacuum cleaner Vacuum cleaner bags Desk chair Slates
SA Marketing
Wooden block components Cake domes Plates
BUNZL
Replacement planograms
Adare (Electronic copy available on CRC)
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PRODUCT SUPPLIERS Product
Supplier
Display units
SA Marketing
Chocolate shaker
Bunzl
Milk jugs and thermometers
Bunzl
Highchairs
Bunzl
A-Frame
Adare
Newspaper rack
Repairs and Maintenance Helpdesk
Pictures
Bensons Signs
No smoking signs
Bensons Signs
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PRODUCT SUPPLIERS Product
Supplier
Group handles and baskets
Pelican Rouge/Mulmar
Decaffeinated group handle Hopper
Pelican Rouge/Mulmar
Knock our bin and/ or bar
Pelican Rouge/Mulmar
Grind and dose equipment
BUNZL
Stencil
Adare
Lights
Repairs and Maintenance Helpdesk
Blenders
Food Service Equipment Marketing
Grills
Marren Microwaves
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CONTACT LIST
CONTACT LIST Adare
08452997740
Badgemaster
01623723112
Benson Signs
01512981567
BUNZL
08453017607
Customer Services
08701977327
Kuehne + Nagel Customer Services
03300241410
Lyreco – Retail only
08457581208
Micros Helpdesk
08443754552
NSF Helpline
08448472728
O2 Customer Helpline
08444632626
Priority Print
01582663342
Secom
01622723718
UK Retail Stores should log all repairs and maintenance issues through: Repairs and Maintenance Helpdesk
08713861452
UK Franchise Store must have access to a list of qualified and accredited repair and maintenance contractors. All calls should be logged following their own arrangements. Coffee machine issues should be reported directly to: Mulmar
08448263144
Pelican Rouge
02036970620
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Store Operations
N E P O
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STORE OPERATIONS
e r ’ n e i w e Com
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OPENING PROCEDURES Task
What to do
Store walkthrough
Switch on lights, air conditioning and music, check light bulbs and look around for safety hazards that could harm Team Members, customers etc. Ensure that any maintenance issues are spotted and reported promptly
Health & Safety
Ensure that fire exits are unlocked accessible, all escape routes and passageways are free from obstructions and/ or spillages, all floors are in good condition and stairs (if applicable) are in good repair
Bar Coffee machine
Rinse group handles, prepare cloths and jugs with calibrated thermometers
Grinder
Set up the grinder to ensure the correct grind and dose and record the first check on a Heartbeat Sheet
Ice well
Fill the ice well with ice
Undercounter fridges
Check if fridges are fully stocked according to ‘First In First out (FIFO)’ rule and all food is within date
Panini grills/ Merrychef ovens
Switch on and allow to come up to correct temperature
Display units
Set up cake display – clean and sanitize before setting up all cakes according to planogram, check dates on all items from the previous day (all day dots and boxes) and day dot any new cakes using the planogram
Syrups, powders and extras
Check that bar area is fully stocked and day dots have been applied, where applicable
Customer areas Tables and chairs
Check that tables and chairs are organized and clean
Condiment unit and Prepare newspapers and check that condiment unit is clean and fully stocked and replace a bin bag newspapers Toilets
Check if toilets have been cleaned and are fully stocked
Sandwich fridge
Check dates and stock rotation, ensure all gaps are filled
Back of House (BOH) Dishwasher
Switch on the dishwasher and run an empty cycle
Delivery
In case of nighttime delivery, ensure that all chilled products have been placed in fridges and take rest to the stock room, check the dates
Shop areas Fridges/Freezers/ Display units
Check and record storage temperatures of fridges and freezers (kitchen, bar and sandwich display) and check to ensure food is within date. When the box in Compliance Log Book is shaded take a between pack temperature
Floor
Check that floor is clean
Bins
Replace bin bags
Outside
Assess the condition and cleanness of windows, doors and walls. Check that pavement is clean and rubbish free. Set up tables and chairs neatly, place ashtrays where necessary
Paperwork Safe and tills
Check safe for banking, count safe float and place change order if needed, set up tills and allow time for any updates to load
Compliance Log Book
Fill in appropriate sections after the completing all required safety checks
Daily Pest Walk (UK Equity)
Any UK Equity stores using the Daily Pest Walk must complete all the associated checks and cleaning tasks before the store can open
The above is a general guidance for the store. If you have more equipment or need to complete additional tasks, make sure that your team members are aware of them and are completing additional requirements.
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CLOSING PROCEDURES Task Bar
What to do
Coffee machine
Clean milk thermometers, metal clips, milk jugs and coffee machine following Brand standards, wipe underneath the machine, soak and clean group handles and set up for the morning
Grinder
Empty hopper and dosing chamber, dispose of and record any waste and clean the grinder
Ice well
Remove all remaining ice and the drip tray, clean, sanitize and allow to dry overnight
Blenders
Clean and sanitize blender jugs and lids, wipe bases and clean drip trays (for built-in blenders)
Undercounter fridges
Clean and sanitize, check for out of date food, record and dispose of wastage and fully restock following ‘First in first out (FIFO)’ rule (note any food going out of date the next day)
Cake display
Remove cakes and store them in the covered box overnight, wash plates and slates, clean and sanitize the interior of the display unit and wipe glass panels
Panini grills / Merrychef ovens
Turn off grills or ovens and wait for them to cool down, clean grill plates and shelves, handles, move grills and clean underneath, take chopping boards, knives and tongs to be washed. Clean surrounding area and set up for the morning
Counter top and cupboards
Clean and sanitize the counter surface, cupboard doors, handles and interiors (clean using hot soapy water)
Syrups, powders and extras
Remove all syrup pumps and wash underneath with hot water, wipe bottles, check levels of all powders (chocolate, vanilla, chai) and extras (marshmallows, flakes) and restock following ‘First in first out (FIFO)’ rule and ensure all decanted items are labelled correctly and in date
Consumables
Restock takeaway cups, lids, straws and napkins
Customer areas Tables and chairs
Wipe all tables and highchairs, neatly arrange chairs
Condiment unit and Clean the unit, restock sugar, napkins and straws, remove the bin liner, clean and sanitize the bin and throw newspapers away old newspapers Toilets
Clean floor, sink, toilet and mirrors, replace bin bags in all bins (except sanitary bins), restock toilet paper and hand paper towels
Back of House (BOH) Dishwasher
Close down and clean using the self-wash cycle, check chemical and salt levels, remove and clean washing jets, filters and metal trays under running water, leave open over night
Shop areas Fridges/ display units/shelving
Check for out of date products, record and dispose of wastage and restock the fridges/ displays and shelves following ‘First in first out (FIFO)’ rule Note any items close to the end of shelf life
BOH floor
Sweep and mop the floor areas back of house, e.g. kitchen, office and staff room
Floors
Sweep and mop behind the counter and customers seating area
Sinks
Clean and sanitize all sinks, wipe surrounding surfaces and water taps
Bins
Empty all bins, clean and sanitize inside and leave to dry overnight
Outside
Bring ashtrays and furniture inside and sweep floor
Paperwork Tills and tablet
Process waste and staff drinks, cash up and file paperwork, put tablet on charge
Compliance Log Book
Complete and sign off in end of day Cleaning, Health & Safety and Banking checks Remember: before you fill in the book, you must be sure that all tasks and checks have been completed and any actions required logged and reported
Store walkthrough
Leave the store as you would like to find it in the morning Switch off the air conditioning, music and lights, check if all doors and windows are locked, set up the alarm and close the store
The above is a general guidance for the store. If you have more equipment or need to complete additional tasks, make sure that your team members are aware of them and are completing additional requirements.
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KUEHNE + NAGEL
Orders • Orders must be placed by 3pm on Caterwide, 12pm for WRS and 1pm by fax, two days before the order is required - e.g. an order is placed on Monday (Day 1), delivered on Tuesday (Day 2) and the stock is to be used for trade on Wednesday (Day 3). • Amendments to orders via K+N Customer Services will not be accepted after 3.30pm. They are used as an exception only, and not on a regular basis by a store. • Corporate partners must place orders by fax or email on the most current order form provided by the Costa Supply Chain team, and partners must not edit the forms. • Any stores/outlets that have not placed an order by the cut off time will receive a pre-agreed contingency order which cannot be amended or rejected. • If the store is a non-keyholder customer and the delivery is going to arrive more than one hour after the scheduled time, the K+N Customer Service team will attempt to telephone to advise.
Night-time deliveries • The K+N driver will put chilled products into the back of house fridges. Please ensure chilled and ambient storage areas are labeled to show where deliveries are to be left. • Stores should organise their fridges daily to ensure there is enough space for the chilled delivery and that all stock is rotated properly, with four properly fitted shelves. • If no chilled storage space is available, the chilled products will be returned to the depot and the store will still be charge. • The drivers will leave the delivery note, which will include the temperature. If there are any issues with the delivery (e.g. full fridges, key or alarm problem) the K+N driver will leave a ‘sorry note’ with a reference number. • K+N driver will only deliver to the main store/outlet and not to separate storage locations.
Claims • Any shortage of 4 cases (or more) must be reported to K+N Customer Services within 24 hrs of delivery and please note the call reference number. You will not be automatically credited, as this is captured for investigation and monitoring purposes. The store will receive a monthly GCR credit as per the GCR process and Whitbread/ Costa contract. • For all deliveries, checks of High Value goods are completed at point of delivery. Stores may receive credits for shortages of high value goods further to investigation by K+N, which is outside of any GCR rebate. • If a store/outlet receives a delivery of pastries after 11am on Day 3 of order process, or cold eat sandwiches after 12pm on Day 3 of order process, they will be credited when a K+N investigation has been completed. • Stores will receive a weekly statement showing the details of all deliveries made to your store/outlet and any credits issued over a seven day period. If your store does not receive a weekly statement, please contact K+N Customer Service to request a copy.
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KUEHNE + NAGEL CALL CENTRE Kuehne + Nagel customer service centre is your first point of contact if you have any problems or queries concerning deliveries.
Reporting issues to Kuehne+Nagel and NSF Kuehne+Nagel Customer Services To report any problems or queries concerning K+N deliveries call K+N Customer Services team: 0330 024 1410 (please note all calls are recorded) Operating hours: 07.00 - 17.00 Monday to Saturday, and 08.30 - 16.30 on Sunday Please make a note of the call reference number from the Customer Service team.
When should I call K+N Customer Services? NSF helpline NSF (previously known as CMI) monitor all supplier-related complaints and identify any trends or patterns so wider corrective action or improvements can be made. If you have any complaints regarding the food or beverage products, please contact the NSF complaints team: Telephone number: 0844 847 2728 Press 1 – To report a product quality issue, a damaged product or a foreign body complaint Press 3 – To report an alleged food poisoning incident Operating hours: 09.00 – 17.00 Monday to Friday Late Delivery High Value item shortage Refurbishment/store closures
Need to add something to
I have received a
my order
contingency order
Missing or Extra - 4 or more
Received extra cases (overs)
items
on delivery
Road closures near the store
Seasonal events or large
notification Blue totes not collected
local events Product (external case)
Issues with collection of
damaged in transit
food/coffee waste etc
GCR non compliance
K+N driver feedback
Temperature issues
Alarms issues
Fridge door issues
I need to escalate a problem
When should I call NSF Helpline? For store related issues report to area manager / franchise partner. Food poisoning
Product Quality
Best Before Date query
Foreign Bodies
Shelf life issues
Issue with case label
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BUNZL
Order • Each store has a designated order day and delivery day • An order can be placed on the designated day from 8.30am – 4.00pm • To place the order stores should call: BUNZL 08453017607 • When contacting BUNZL the following information will be needed: – Store account number – Product code and description – Quantity • As a good practice stores should use the BUNZL ordering sheet • If a store has not placed an order by 2.00pm BUNZL will attempt to contact the store • Any items ordered outside of the designated day will incur an additional courier charge (price on application)
Delivery • Stores work on a fortnightly delivery from BUNZL • Deliveries must be checked and signed for at point of delivery • Any shortages/errors should be marked on the POD or hand held device at time of signing • Any quality issues/errors found after the delivery should be reported within 48 hours of delivery • Any items out of stock will be communicated to the store at the time of order and placed on back order • Back orders identified as critical lines will be dispatched within 48 hours of the line being back in stock • Any non critical back order items will be delivered to the store on the next scheduled delivery once the line is back in stock Ensure you are ready for the delivery and have enough organised storage space to put the delivery away. For the stores not ordering their consumables from BUNZL, please follow your company arrangements.
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NO SMOKING POLICY Smoking is not allowed in any enclosed workplace or public building in the UK and the majority of our International markets.
Tools needed • No smoking signs
• Glass ashtrays
No smoking policy • All Costa stores are no smoking • All stores must display a sign no smaller than A5 at the entrance explaining that it is against the law to smoke on the premises • This does not apply to takeaway kiosks • Costa has taken the decision not to allow electric cigarettes. This is following extensive competitor and high street retailers research, to ensure we are in line with the market place. However, we will be reviewing this policy every 6 months • Should customer feedback within stores locally require the need for a no smoking section outside this could be implemented to ensure comfort for all customers wishing to sit externally. The guideline is that if there are 10 or more outside tables, the seating area should be split into designated smoking and no smoking areas. If possible try and locate the smoking section away from the store entrance to avoid smoke entering the store. If your store carries additional outside barriers these could be used to separate and define both areas. All no smoking tables must clearly be defined with a no smoking roundel sticker placed on the middle of each designated table which are available to order from Benson signs (source locally internationally)All customers who choose to sit outside may smoke and if outside seating areas don’t have separate smoking and No Smoking areas then all tables should have a clean glass ashtray on it • Ashtrays must be cleaned after every use to ensure they are clean and ready for the next customer
Smoking / No smoking outside areas • If there is a need for a No Smoking section outside the store it could be implemented to ensure comfort for all customers wishing to sit externally • If store has 10 or more outside tables the following guideline might be implemented: − Tables should be split into designated smoking areas and No Smoking areas − If possible the smoking section should be located away from the store entrance to avoid smoke entering the store − If your store carries additional outside barriers these could be used to separate and define both areas − All No Smoking tables must clearly be defined with a No Smoking roundel sticker placed in the centre of each designated table which are available to order from Benson signs
Smoking inside areas (International Costa stores only) • If store offers individual indoor smoking section for customers it must be clearly marked • The section must be well ventilated and smoke must not get into other parts of the store • All tables should have a clean ashtray on it
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NEWSPAPERS Having papers for customers to read creates a relaxing atmosphere in store.
Tools needed • A minimum of 3 newspapers • Paper rack where possible
How to store newspapers? • All stores with any type of seating area, including railway kiosks with seating must provide free papers to read • If a store/outlet does not have a paper rack it should still stock papers but place them on the counter or the condiment station • Stores must have a selection of national newspapers available • There should be at least three newspapers: −Quality broadsheet e.g. The Telegraph −Quality tabloid e.g. The Mail −Red top e.g. The Mirror • In addition stores can have a selection of local/free papers or evening papers • The Metro is classed as a free paper • Stores can tailor their selection of papers if requested by customers • If customers leave their own papers in stores they can be displayed as long as they are a suitable paper • It may be advisable to label your papers on the top to prevent people trying to take them • Papers should be purchased through petty cash
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TIPS COLLECTION We do not label the tips cup as customers should feel free to leave any money they want and not feel pressured into it.
Tools needed • China Massimo cup
How to collect tips? • If collected, all tips should be collected in a clean china Massimo cup placed on the front of the counter • Signs must never be placed on or in the cup to indicate it is for tips • Thank you signs must never be placed on or in the cup, leave the cup blank • The cup should not be placed on a saucer, just straight onto the counter • The cup should not be filled up with water, coffee beans or anything else to prevent theft Drive Through stores: Massimo cup should be placed inside of the service window, near the card machine. It is not safe to place a cup on the outside window edge as it can be easily knock down or stolen.
Costa Foundation Box Stores should use the Costa Foundation Box provided by Costa to collect money for this charity. The box should be placed on the counter and customers should have a choice on donating their money. Stores can alternatively collect money for the Costa Foundation or for franchise associated charities into a massimo cup.
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DOGS AT COSTA UK specific
Although we do not allow dogs in our stores, Assistance dogs are welcome.
Assistance Dogs Assistance dogs help to transform the lives of people with disabilities, enabling them to live independently. These dogs are carefully selected and undergo an extensive training programme before being placed with their owner: all accredited Assistance dogs must pass a public access test and undergo task training which is specific to the disability of the person they will be assisting. The dog’s behaviour is a key part of this training – it has been trained to lie quietly under tables and it should not cause any disruption. Dogs’ owners will also have had specialised training in the safe and effective use of their dog.
Types of Assistance dogs All owners and trainers of the Assistance dogs will carry ID and the assistance dog will be wearing the appropriate harness at all times, as identified below. Guide dogs (White Harness with yellow strips) Guide dogs wear fluorescent strips around their white harness. They help blind and visually-impaired people move around by directing the person, stopping at kerbs until a command to cross is given and judging height so the owner doesn’t bump their head. Assistance dogs trained by Canine Partners (Purple Harness) Assistance dogs trained by Dogs for Good (Yellow or Green Harness) Assistance dogs trained by Canine Partners or Dogs for Good (Dogs for the Disabled) assist with a range of daily tasks that may be difficult, painful or impossible to perform. Assistance dogs carry out activities such as unloading the washing machine, shopping and opening and closing doors. Assistance In Disability - A.I.D dogs (Red Harness) Assistance In Disability dogs, like Canine Partners’ trained dogs, help disabled people with daily tasks but are trained up by living with their disabled owner. Support Dogs (Blue Harness) Among a number of trained assistance dogs are seizure alert dogs who can detect an epileptic seizure up to 50 minutes before it happens. Hearing dogs (Burgundy Harness) Hearing dogs for deaf people hear sounds and danger signals such as the fire alarm, telephone and doorbell. Please be advised that the Assistance dogs in training are also allowed at Costa. Assistance Dogs are only permitted in the customer areas of our stores; never behind the counter or in any back of house areas. If the user of an Assistance Dog asks for water for their dog or a dog water bowl to be filled, please fill a takeaway cup from the tap and pour water from this into the owner’s bowl once it is in place on the floor – this will minimise any contamination or spills.
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MARKETING
Marketing materials are designed to maximise the impact on the customer journey and should be displayed as specified in the Point Of Sale Guide. To ensure all information is clearly visible to the customer Costa must comply with the “The Price Marketing (Food & Drink Services) Order 2003” which states all food & drink items must have their retail prices clearly displayed.
Types of marketing and customer communication materials • POS Guide and POS materials, e.g. posters, table talkers, A-frames • Price labels, pricing counter cards and label holders • DDA Poster, no smoking sign, opening times • Baby changing facilities, payment methods • Local security (optional)
How to display marketing materials? Point Of Sale • With every campaign, point of sale (POS) will be supplied to the store along with a guide • Using the guide to refer to, stores must check if all POS has arrived and it is in a good state of repair • POS must be checked immediately on receipt to ensure enough time to redeliver broken/missing items • All POS must be displayed as specified in POS Guide ensuring posters are displayed appropriately for maximum effect • At the end of a campaign, please dispose of old POS as directed in the items to destroy list of the new POS Guide Any missing/damaged/additional POS requests should be reported to the supplier (please see POS Guide for contact details).
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CUSTOMER COMMUNICATION MATERIALS Price Labels • Every month, new price labels will be issued for any products affected by a change in price. • Please display these in a holder next to the appropriate product as instructed in the POS Guide • All sellable items in the store should be labelled • Back bar/merchandise and window displays must all be price labelled • If 2 items or more are displayed separately within a store they must both be price labelled • Stores must never manually alter a price labels – if more labels are required they should be ordered
Signage • Legal, safety and opening hours posters must be displayed in view of the customer • Opening hours should be reviewed seasonally to ensure a store is maximising sales potential Stores who do not follow the Costa product pricing structure – please contact your franchise partner for additional labels/menu boards. Stores should not produce their own posters/signs or labels. No home produced signage is permitted anywhere in the store.
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SAMPLING/ LOCAL STORE MARKETING Local store marketing can increase sales, build store and Brand awareness, increase customer loyalty and drive footfall. Research demonstrates that once a customer has sampled a product they are 5 times more likely to buy.
Local Store Marketing • Stores should identify the challenges they are facing and research local area, customer profile and competitor actions • Plan a local store marketing activity e.g. Hold a family day in store / kids competition / encourage local community groups to have their meetings in store • Select the correct toolkit items to overcome challenges, or investigate bespoke solutions specific to your store/area • Evaluate the activity
Sampling • The store management team should select a suitable team member who can confidently engage with the public and encourage customers to ‘try before they buy’ • Identify suitable products and times to sample according to the store type and customer profile, e.g. Granola Bar in the morning, Panini’s at lunch, Shortbread in the afternoon • Use the sampling tray to sample both hot and cold food and drink items • Sampling can be done inside the store to drive uptake of additional products, or outside • Plans should be adapted depending on the individual store’s requirements • Sampling should be tailored to weather conditions and customer/store types
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COSTA CHECK
Costa Check
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SERVICE
EXCELLENCE
SERVICE EXCELLENCE
Uniform Customer Journey Food
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UNIFORM
Uniform
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UNIFORM Our uniforms create a professional appearance for our Team Members and a unified image for the company. It must be always clean.
Costa uniform Shirt
• All team members and managers must wear the correct shirt either with Barista, Barista Maestro printed on the back or Manager printed on the front • Shirts must be clean, ironed and the correct size • Shirts must be tucked in and if the sleeves are rolled up the sleeve tapes should be used • T-shirts can be worn underneath shirts but must not be visible • Maternity uniform is as above but in larger sizes
Black trousers
• Full length plain black trousers without pinstripes • No jeans, leggings, skinny trousers, pinstripe or combat trousers • Black socks should be worn with trousers
Black skirt
• Plain black skirt must be worn no more than 1 inch above or below the knee • Black or natural tights should be worn with skirts - bare legs are not Costa Brand standard
Apron
• Short style Costa apron or manager apron • Aprons are not recommended in late stages of pregnancy
Black shoes
• Enclosed, polishable shoes with grips on soles, to reduce the risk of accidents and potential injury • If the correct footwear is not worn then Team Member should be sent home to change • No suede, trainers, ballet pump style, backless or open-toed shoes • Your feet and ankles should always be covered with black socks or black/natural coloured tights (girls only)
Name badge
• Name badges must be worn on the front left of the shirt in the eyelets provided
Other badges
• Other badges should be worn where applicable
Belt
• If worn belt must be black and have a discreet buckle
Jacket or gilet
• If jackets or gilets are provided you must move your name badge to the outside so it is still visible to customers
Costa International
• Only Costa caps are allowed • Where head scarfs are worn these should be plain black
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PERSONAL PRESENTATION Team Members must take care not to offend customers and colleagues with their personal hygiene.
Team members should feel free to express themselves at work while remembering the following stipulations:
• Hair should be clean and neatly styled • Longer hair must be tied back and worn off the face • Beards and moustaches must be neat and well trimmed • If normally clean-shaven it is not acceptable to be at work unshaven • Strong perfumes/aftershaves are not appropriate at work • False nails, nail varnish (incl. clear nail varnish) or nail art are unacceptable • False eyelashes and any stuck on face art is not allowed as they could fall off • Tattoos that may offend others must be covered wherever possible • A watch may be worn • No bracelets and wrist bands are permitted • Only 1 ring of plain design or 1 wedding ring is to be worn • Necklaces and religious symbols are to be worn inside the shirt neckline and not visible • Earrings must be sleeper hoop style without detachable backs, no bigger than 1-2cms in diameter and only1 earring per ear is permitted • If a piercing cannot be removed, i.e. eyebrow or lip, it must be covered by a blue plaster • If you are unsure if certain styles of piercings or jewellery are permitted, just consider if it has the risk of falling off or out contaminating food or harbouring dirt
Personal hygiene When at work, it is always important to maintain strict standards of personal hygiene. Everyone carries certain bacteria on their skin and hair, in their mouth, in cuts and on their clothes which can potentially be passed onto food and contaminate it.
Rules of personal hygiene Always
Never
• Have a bath or shower before work
• Sneeze or cough over food or drink
• Have short, clean fingernails
• Eat or drink whilst handling food
• Cover cuts, sores and grazes with blue plaster and clean dressing
• Smoke or spit in food areas
• Get a clearance from the shift leader if you are or have been ill
• Touch food with your hands
• Wash your hands if you touch your hair or face
• Handle ice with your hands
All Team Members should have completed the Food Handler’s Questionnaire before starting work UK Equity only. It can be found in the Food Safety Policy in the Health & Safety Manual. Franchise stores should refer to their own arrangements for their Personal Hygiene Policies.
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BADGES Name badges are worn to let customers identify with team members.
Costa badges • Country of origin flags are there to allow Team Members to show where they are from and to also help customers who may speak their language to communicate more effectively if they require • Team Members do not have to display their country of origin if they do not want to • Always have spare badges in store in case a Team Member forgets theirs • Any promotional/seasonal badges can be worn anywhere on the shirt but should not be worn after the promotion/season has finished • Franchise stores can use this supplier on the same terms or may wish to use another supplier if products can be matched
Name badges New starter
Barista stated on badge, country of origin if applicable, ‘In training’ flag attached.
Barista
First name, Barista stated on badge and Country of origin flag if applicable. The in training flag should be removed after completion of your Delivering Great Coffee workbook and Delivering an unbeatable Coffee experience workbook/ Showcase documents
Barista Maestro
First name, Barista Maestro stated on badge and Country if origin if applicable. Barista Maestro should only be added when the Barista Maestro course has been passed and Barista Maestro workbooks and Barista Maestro showcase have been completed.
Assistant Manager
First name and surname, Assistant Manager stated on badge and country of origin if applicable. Only when the Store Management Core Skills Workbook has been completed.
Store Manager
First name and surname, Store Manager stated on badge and country of origin if applicable.
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Bean badges Single bean
Only to be worn when your Coffee Skills Workbook has been completed, this should be worn on the left hand side on the collar of your shirt.
Double bean
Only to be worn when the Barista Maestro course has been passed, the single bean should be removed and replaced by your double bean also worn on the left hand side on the collar of your shirt.
Flat white
These badges should be worn when team members can consistently produce a Florette on top of our Flat White, this badge should be worn on the right hand side on the collar of your shirt.
Flying bean
Any flying bean or other badges that are awarded out of recognition should be worn on the right hand side on the collar of your shirt.
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HAND WASHING Thorough hand washing is the best way to prevent the spread of bacteria or viruses and prevent infections spreading.
Washing hands with soap and clean, running water is one of the most important steps you can take to avoid infection and spreading germs to others. Hand wash basins and toilet facilities must be kept clean and fully stocked at all times.
All Team members should wash their hands with soap: Before
After
• Starting work
• Using the toilet
• Handling food
• Handling rubbish
• Handling ready to eat food
• Smoking or eating • Blowing nose, sneezing or coughing • Handling cleaning equipment and chemicals • Every break
Correct method of hand washing
1. Palm to palm
2. Right palm over left upper side and left palm over right upper side
3. Palm to palm fingers interlace
4. Back of fingers to opposing palm with fingers interlocked
5. Rotational rubbing of right thumb clasped in left palm and vice versa
6. Rotational rubbing backwards and forwards with clasped fingers of right hand in left palm and vice versa
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CUSTOMER JOURNEY
Customer Journey
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THE 4 A’S Getting to know our customers to leave them smiling.
Every customer’s idea of a perfect experience is different, their needs and wants will differ depending upon the reason for their visit. However no matter what our customers are looking for, a comfy window seat to watch the world go by, some quality time, a place to catch up with friends, or simply a coffee and a warm feeling – whenever they come to Costa, anywhere in the world, we want them to leave smiling. In order to ensure this happens we need to understand what they want from their experience and match that expectation by doing whatever it takes to deliver it. Let’s look at the key stages of the customer experience at Costa...
T I C I PAT I O N
Your customers will have needs and wants before they visit your store. Therefore, before they arrive, they will have some expectations of their visit; the quality of the product, the service, and the environment
A R R I VA L
Once inside there are many things that can influence the customers perception of the service. The friendliness of the team, speed of service and the overall delivery of their experience. Does it match or exceed their expectations?
AN
AM
AF
BIE N C E
On arrival at the store the customer will start to make decisions based on how the store appears. These initial impressions will form the customer’s opinion of your store. Is it clean and well presented? Does it look busy but well organised, calm and relaxing? Finally, the overall experience of the customer journey will leave a lasting impression. This will influence their decisions to return and whether they will recommend your store to others.
TERGLO W
This is the foundation of the customer experience. The reason to visit and the products they buy may change, however every customer will experience these stages.
Why? Coffee will always be at the heart of our business. So our customers can be rest assured that every cup of Costa coffee is made with real skill and passion, using our unique, slow roasted Mocha Italia blend. Alongside our passion for crafting coffee, is an appreciation and respect for our customers’ valuable time. So we’re committed to being efficient and swift, without compromising on service or quality. Finally, there must always be the ambition to leave every customer smiling, with a warm welcome, a genuinely friendly face and the desire to delight.
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TO SERVE IRRESISTIBLE COFFEE
AT SPEED
THAT LEAVES YOU SMILING
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CUSTOMERS REASONS TO VISIT COSTA There are many differing reasons why our customers choose to visit Costa. However, through extensive research we have identified that there are 3 main types of customer that visit Costa: • Familiar • Speedy • Sociable To understand the different expectations of what a perfect customer experience is for our different customers, the following allows you and your teams to think about how you can adapt the style of service to match their expectations.
Familiar A relaxed drinking customer taking a break from their day. A loyal regular, drinks in and knows what they want.
How the customer WANTS to feel • Relaxed • Comfortable • Personal recognition, wants to be treated as an individual • Feel special, “I’ve treated myself”
Key needs • Relaxed drinking • Somewhere to relax on their own, read the paper/book, wants a treat and an opportunity to indulge • Wants to be recognised, feel connected to the coffee shop • Part of the family • Comfortable atmosphere • Friendly and efficient service
What to look out for… • Familiar customers may have a book, newspapers/pads • Regular, tending to come in at the same time every visit • Will ask for exact drink and size • They know you and your products, will not be looking or reading the menu boards. Possibly looking at the cakes and pastries, waiting for you to recommend
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CUSTOMERS REASONS TO VISIT COSTA Speedy A classic recharge customer, typically grab and go (take away) and very regular, tends to come in and order the same drink at the same time every day.
How the customer WANTS to feel • Satisfied and recharged • Proud to be recognised by the team • Sense of efficiency, “I know they were busy, they didn’t let me down, working hard”
Key needs • Grab & Go • Convenient location • Great coffee to drink quickly on the move • Quick visit, with little need to queue • Points on my Costa Coffee Club
What to look out for…. • Speedy customers will often be dressed for work, briefcase/laptop bag, Reading their phone when in the queue. Will have Coffee Club Card ready • They are likely to ask for the exact drink, size, food they want as they are very regular and know exactly what they want
Sociable Relaxed breakfast, laid-back lunch or an afternoon treat. Comes to store with different groups, using the store as a social meeting point, has a variety of favourites. Is always open to trying new products.
How the customer WANTS to feel • Recognised, engage in small talk • Relaxed • I want the group I’m with to have a great time • I’m here to relax and enjoy time with my friends
Key needs • Relaxed eating and drinking • An enjoyable food experience • A place to meet, relax and socialise, have fun • Clean and comfortable environment • Personal service and product recommendations that fit the time of day
What to look out for… • Groups of two or more, shopping bags, buggies • Chatting Partners or business colleagues talking about work
Remember Always think like a customer and how you would like to be treated in every situation.
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FUNDAMENTAL SERVICE STANDARDS Consistently delivering perfect Brand standards will meet the 3 customer type’s fundamental expectations. Every customer type as a minimum expects great coffee served in a clean comfortable environment served by someone who genuinely cares.
Why? Delivering consistent brand standards will ensure whether a customer is visiting a store in Birmingham or Beijing they will receive the same fundamental level of service.
Service Excellence standards set by Costa: • Uniform standards and team members appearance are kept to Costa Brand standard • Team Members do not eat or drink behind the counter. Uniform is covered when on break • Team Members are deployed to give efficient service • All Customers are acknowledged whilst in the queue • All Customers are greeted in a welcoming manner • Team Members alter their service style to treat each Customer accordingly to their needs • Team Members smile and make appropriate eye contact • Team Members engage with Customers at all given opportunities • All market specific service styles achieve Costa Brand standard service times of 5 minutes for the full order • Team Members confirm the price of the bill, confirm the amount of any change and return correct change and the receipt (UK upon request) to the Customer Please refer to the Costa Check guidelines for an in-depth explanation of each standard. To support the delivery of operational service excellence please refer to the Deployment for Growth – Deployment Maps folder.
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REGULAR COUNTER SERVICE Costa offer counter service as standard, which means customers place and receive their order at the counter.
All of our customers have individual needs and wants, the basic service standards are the minimum expectations that our customers require from us.
Customer journey at Costa’s stores • Team members should acknowledge customers who are queueing either verbally (e.g. I’ll be with you in a moment’) or with eye contact and a smile. This should be achieved up to the 5th customer in the queue or within 2 minutes of customers joining the queue • Anyone can acknowledge customers – it does not have to be the team member on the till • Before placing the order the customer should be verbally greeted by the team member at the till with a “Hello”, “Good morning” or similar friendly and welcoming greeting • “Next”, “Yes” or “What can I get you” are not greetings • Team members must check if the customer is eating in or if their order is to takeaway after the customer has been greeted • Team members should encourage customers to upgrade their order by suggesting relevant additional items • All customers should be served and receive their drink and any cold food within 5 minutes of joining the queue. This should be achieved every time • If hot food has been purchased it should be delivered to the customer within 5 minutes from paying for the order • Team members should offer to help any customer who needs assistance to their table, especially parents with prams, customers with lots of shopping bags etc
How to serve customers at speed • When customer volume increases the correct team deployment must be used to ensure customers receive the efficient service • For stores with multiple tills and coffee machines – all tills and machines must be set up and ready to use in forecasted mid and peak trading hours • At any time that the queue has over 4 customers and there are 4 (or more) team members working the 2nd till and machine must be used to maximise efficiency and customer satisfaction Remember, you can make your customers feel at home by asking 2 or 3 every hour if they are enjoying their coffee and if they would like another one. This will help you understand how your customers are feeling and also increase your sales.
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NON REGULAR COUNTER SERVICE In some of our international markets service is flexible according to market – specific customer needs.
Whilst in some cases we may be required to adapt our service style to meet our customer needs globally it is important that we still continue to meet our Brand standard service times. Below you can see 2 examples of how a varied service style may be offered.
Customers place their order at the counter and receive it at the table • Team members should acknowledge customers who are queueing either verbally (e.g. I’ll be with you in a moment’) or with eye contact and a smile. This should be achieved up to the 5th customer in the queue or within 2 minutes of the customer joining the queue • Anyone can acknowledge customers – it does not have to be the team member on the till • Before placing the order customers should be verbally greeted by the team member at the till with a “Hello”, “Good morning” or similar friendly and welcoming greeting • “Next”, “Yes” or “What can I get you” are not greetings • Team members must check whether the customer is eating in or if their order is to takeaway • Team members should encourage customers to upgrade their order by upselling additional items • In case of eating in team members should confirm that the order will be served to the customer at the table • If hot food has been purchased it should be delivered to the customer within 5 minutes from paying for the order • Full orders should be completed and received at the table within 5 minutes of being placed If your market chooses this non regular counter service it is required that you still meet the overall Brand standard service time of 5 minutes for all customers to receive their order.
Customers place and receive their order at the table • Every customer should be welcomed with a friendly greeting, when they walk into the store or as soon as they sit down at the table • Should customer volume increase, every customer must be acknowledged and this could be in the form “I’ll be with you in a minute” or similar • All customers should have their order taken within 2 minutes of sitting down at the table • Team members should encourage customers to upgrade their order by upselling additional items • If hot food has been purchased it should be delivered to the customer within 5 minutes from paying for the order • Full orders should be completed and received at the table within 5 minutes of being placed If your market chooses this non regular counter service it is required that you still meet the overall Brand standard service time of 5 minutes for all customers to receive their order. Remember, you can make your customers feel at home by asking 2 or 3 every hour if they are enjoying their coffee and if they would like another one. This will help you understand how your customers are feeling and also increase your sales.
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DRIVE THRU Costa drive thru is a convenient place to get a cup of coffee, for customers on the move or with no time to sit down in the store.
Customer journey at Costa’s Drive Thru stores • When customers arrive at the speaker booth to be served, they should be greeted in a personal but appropriate way • Team members should encourage customers to upgrade their order by suggesting relevant additional items • All customers should be served and receive their drink and any cold food within 3 minutes of arrival to the speaker booth. This should be achieved every time • If hot food has been ordered waiting time will increase - cars should be parked immediately at the team member’s discretion • Customers with parked orders should be informed of an expected wait time before finalising the order – order should be delivered within 5 minutes • Customers should be greeted again at the arrival to the service window (with good eye contact and a welcoming smile) • All drinks should be served to the following Costa Brand standard: • Milk should be heated to 140°F -160°F depending on drink • Only one lid should be placed by Barista on the cup • Drinks shouldn’t be double cupped • All drinks should be filled leaving 1cm gap from the top • For multiple drinks orders, a cup carrier must be offered and required drinks should have their name written on the lid • If sugar has been requested it should be put in the drink – stirrer should be inserted through the lids air vent to indicate this • Team members should confirm placed order while handling it to the customer In case of contactless payment cards, choice should be offered to the customer – some customers may still wish to enter their pin. Customers may choose their drink extra hot – if this has been requested switch off at 160°F.
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COMPLIMENTS AND COMPLAINTS Customers should always receive the perfect coffee break. If they feel that they haven’t, they should be given the opportunity to speak to someone about it.
Customer Services receive complaints, compliments and brand feedback on a regular basis. However, stores should always aim to recover any customer complaints that arise in store in the first instance.
How to deal with a complaint? • Customers should receive their food and drink order perfectly first time • If this fails to happen, Costa will replace it immediately free of charge without question • If you receive a complaint always apologise • If a customer does not want a replacement product then a full refund must be offered • In the first instance the complaint should be managed in store • Customer services is an escalation service of final resort • If a customer wishes to escalate the complaint you should give them the customer services details • A manager should deal with all food quality complaints and use K&N/food supplier when necessary. UK Equity stores: Full details are in the store management core skills workbook and health and safety manual; Franchise stores: stores should use their company’s arrangements • If a customer contacts customer services, an advisor will assess the situation and in 95% of cases resolve it immediately • Where applicable they will send a letter and a Costa Card (retail only) • You should thank anyone who gives you any compliments in store/outlet • We don’t encourage you having a customer comment book in your store/outlet
Simple steps to recover the complaint! 1. Acknowledge the customer and apologise – Saying sorry is a powerful thing. Keep a watch out to see if customers look like they have an issue or problem. If you can see an unhappy customer, approach them with a view to receive before the customer highlights to you. Always listen to the customer and apologise. 2. Listen to what the customer is saying – Don’t be defensive, put yourself in their shoes. Ask questions, probe what is the problem that needs to be recovered. Think what will make this better, what will make the customer feel good? If necessary – offer replacement or refund. 3. Say Sorry Again – Don’t debate with the customer and take personal responsibility. Customers don’t want excuses – they just want their problem fixed. Remember, 25% of all complaints are about team attitude: this is when the team takes it personally. 4. Involve the customer in the solution – Find out what will make the customer feel good. Ask “what can I do to fix it?” They will have the answer, they know what they want. At this moment the most important thing is to make the customer smile – we can deal with the deeper problem later. 5. See it through to the end – Check back, consider the afterglow you want to achieve. Whatever you do, you must check back to ensure the customer is satisfied with what you have done. At Costa we offer a premium product and we have a duty of care to our customers to ensure that we offer a premium service to accompany this. In most cases, our customers want their complaints resolved with as little fuss as possible.
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LOST PROPERTY Always ensure that lost property is secured immediately after it is found and that all store management know about it.
How to deal with lost property? • If an item of customer property is found or handed in, the duty manager should be informed immediately • Care should be taken when storing the item – it should be returned in the same condition in which it was left • It should be wrapped (if appropriate), labelled and kept secure for a minimum of 3 months • Cash and valuables should be kept in the safe and retained for 6 months
Returning lost property • It is the responsibility of the customer to contact the store if they have left their property • The store should not contact the customer in the first instance in order to ensure that items are returned to the correct owner and for data protection purposes • If a customer contacts the store, never fully confirm you have the item even if they describe it. Tell them you may have something like it and they will need to come in to confirm • Lost property should only be returned to those who can prove that the item belongs to them, e.g. by providing a detailed description of the item/ contents and the date they visited or by showing some ID which matches the property • Where a customer requests the item is sent to them, advise that we cannot accept responsibility if it is lost or damaged in the post • To ensure that this does not happen ALWAYS send item by SPECIAL DELIVERY. This ensures that the item is insured and is able to be tracked. It is also signed for so we have an audit trail • If necessary postage may be charged • All items should be recorded in store and always signed for if picked up in person
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HEARING LOOP All Costa stores must provide a hearing loop for customers who have hearing aids with a loop system facility supplied by Contacta (Corporate franchise should speak to their partner).
Once the customer has switched their aid to the T-Setting, your speech is then enhanced and background noise is reduced, resulting in a much clearer hearing level. The hearing loop system will work by picking up what is being said, amplifying and transferring it directly to the user hearing aid.
Types of hearing loop systems Clip board style The unit should be fully charged at all times and if possible leave on charge all the time. • Turn the unit on using the on/off switch and check the LED/status light is on • Check the operation/status LED is solid/flashing green when you speak or tap the front of the clipboard. If it is red you should order new hearing loop • To use the system when a customer requests it: turn the unit on and hold the unit close to the customer
Fixed loop system The system should always be switched on at the mains. • Check there is a green LED power supply status light, if not check the power supply • Check there is a green LED light at the base of the microphone which flashes when you talk in to it, if it flashes red this will need an engineer to fix it Stores must always display hearing loop signage – a sticker or counter top card. Signage should be placed near the till in view of customers – customers should see for themselves we have a system without having to ask about it. Stores should have arrangements to regularly check their hearing loop. UK Equity stores: stores/outlets must check their hearing loop monthly and record the results on a hearing loop test record sheet. The record sheet must be stored in the SOS box along with fire test records and risk assessments.
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ELECTRIC BOTTLE WARMER Using a bottle warmer is a convenient way to make sure that baby’s milk is heated to the right temperature.
Tools needed • Electric bottle warmer
How to heat up baby bottles in the store? • An electric bottle warmer can be purchased through petty cash (please seek permission from you RDM or franchise partner first) • Always purchase the bottle warmer from a reputable supplier and follow the manufacturer’s instructions • If you do not have an electrical warmer or need to heat two bottles at once • Half fill a clean metal 1ltr or 1.5ltr jug with hot water and place the bottle in the water. If you do not have a clean jug you may use massimo china cup • Keep the jug behind the counter and ask the accompanying adult to come back for the bottle or wait until it has been warmed • If customers insist on taking the jug of hot water with the bottle in to their table, team members should allow this • Take the bottle out of the water when it has been warmed and using some blue roll wipe the excess water from the outside • Give the bottle back to the customer and ensure they have agreed the temperature is right Keeping the baby bottle behind the counter to heat is to prevent unnecessary accidents with very hot water. Stores should not use a microwave for heating baby bottles. If a customer wishes to breast feed in the store you should allow this. Costa provides a family friendly atmosphere in which mothers are welcome to relax with their children.
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FOOD
Food
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FOOD DISPLAYS Attractive and plentiful displays are key to capture customer’s attention and help maximise store profits.
Displays • Keep your fridges, cake displays, product of the month and pastry units full - empty spaces give customers the impression that food isn’t fresh and there is less variety • Stores should aim to have all products available all day every day • Sandwich fridges should not be overfilled; this may lead to a reduced airflow and higher temperatures • Display plates/trays must always be used and cannot be replaced with serving plates • Cake fridges/displays must be clean and crumb free • Any gaps should be filled by spreading other products out • Sandwich fridges must be clean and food/ drinks should be arranged neatly. Any gaps created by sold out products should be filled with a different variety of the same product category • Price labels must be removed for sold out products • Large cakes should be displayed with the open side facing the customer. The white board should be removed from underneath the cake and a plastic divider covering the exposed slice surface so that they do not dry out • Stores with ambient counters must cover large cakes with a cake dome • Condiment units should be arranged neatly and be fully stocked with brown and white sugar, sweetener, salt and pepper sachets, napkins, stirrers, straws and any promotional leaflets at all times • For all the correct display plates and components please see your Love Your Cake guide - which can be located on CRC • Ensure all displays are kept clean and tidy at all times with crumbs removed regularly from display plates and base units
Planogram A planogram is a visual guide on how to display products in your fridges and display cabinets. Planograms are put together carefully to take into consideration sales importance, margin and where our customers will notice the products so it is essential they are followed to gain maximum impact. • Prior to any new marketing initiative stores/outlets will receive a new set of planograms in the POS kit • There are different types of planogram depending on the stores level of trade and which display units are in the store. Your RDM or Franchise Partner will be able to tell you which banding you are • All planograms are designed from a customer’s perspective so please keep this in mind when filling units from the back. Once the cake unit is set up, take time to look at it from the customers perspective to ensure it looks perfect • If stores/outlets have more than one fridge or display unit, stores should replicate the planogram in each
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STORING PRODUCTS All food products must be stored correctly to ensure the product stays in the best condition.
Storage • All ambient, chilled or frozen food products must be stored correctly to ensure that the product remains in the best condition, both in terms of safety and quality • Ambient products must be stored in the coolest storage area on shelving or racking. They should never be stored in a fridge as this will affect the quality of the product and cause some products to dry out • If products are chilled they must be stored in a fridge at 8°C or lower (UK legal standards, national variations may exist) • If products are frozen they must be stored in the freezer at -18°C or lower. Once defrosted, products must never be frozen again • Savoury items should always be kept in the refrigerator • Ensure products within the fridge are organised according to their use by date • Cake counters must be emptied out every night. All sweet products displayed unwrapped should be transferred back into their original packaging and stored in a cool ambient area. Large cakes can be kept on plate used for display and rewrapped in the blue bag provided for these products on delivery
Shelf life • Always adhere to the shelf life and storage instructions given for individual products on the packaging • The dates of all stock must be checked daily and any product found to be out of date must be discarded immediately and recorded as waste • For the most up to date shelf life chart please refer to your briefing pack • For all cakes displayed unwrapped in the counters, please refer to provided day dot sheet. The shelf life for these products when still wrapped will be stated on the outer case of the product • Always ensure that any storage jars are empty before replenishing to prevent older products being mixed with newer products • Always replenish stock using FIFO (First In First Out) rule. Correct stock rotation is key to ensuring you do not have any unnecessary waste. As a best practice you can write the date on the boxes
Unfit food • Even food within its shelf-life can become unfit, whether due to physical damage or incorrect handling. If it is unfit it may have an unacceptable taste, texture or odour for our customers. • Signs to look out for are any mould growth, bruising, slime, split skins or over-ripening in fresh food and fruits. Other signs to look for are discolouration, such as the whitish coating called chocolate bloom that may affect our cakes, mould in bread, physical damage and any foreign body contamination. • If any of these signs are present then the food should be discarded.
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DAY DOTS
Day dots • To monitor products removed from the original packaging and to keep our customers safe we use day dots to visually indicate when an item must be discarded • It is good practice to day dot the cake outer box with the use by date. It makes it very clear and noticeable as to when the product expires • Any items which are not individually packaged and dated, day dot sheets sent out with the planograms should be used to place the day dots on the corresponding product to track use by dates • Day dots should not be applied to product wrappers or covering a manufacturer’s use by date • Creams, soya milk, fruit cooler bases, bread for toast, lemons, flakes, marshmallows, vanilla base, hot chocolate powder and creamy cooler syrups must also be day dotted • For more information on day dots and product shelf lives please use the Date Labelling Guide – which can be located on the CRC
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PRODUCT NUTRITION AND ALLERGY GUIDE Costa provides nutrition and allergen information to prevent an unnecessary reaction to an allergy and to inform them of nutritional content of a specific product.
The Store Manager must ensure the whole team is aware of it and how to use it.
Nutrition information Nutrition information is provided per 100g/ml and per pack/portion. The data on all listed nutrients is available for each product that we sell – either on the back of the pack of pre-packaged items or within this manual for loose/counter items including prepared drinks. Energy (given as kJ and kcal), Fat (in g), Saturated Fat (in g), Carbohydrates (in g), Sugar (in g), Protein (in g) and Salt (in g). Please note that all our drinks nutrition information has been calculated using published data and that dairy based drinks may be subject to some natural seasonal variation.
Allergen information • Allergic reactions can make people very ill and in extreme cases may lead to death • There is no cure for food/drink allergies. The only way someone can avoid getting ill is to make sure they don’t consume the foods and drinks they are allergic to • Allergen information must be available when requested • It must be available for food and drink • The Product nutrition and allergy guide must be kept as near to the till as possible • For all packaged items for example toasties, sandwiches and impulse items full information is printed on the packaging • For non packaged items for example muffins, traybakes, coffee, customers must be able to receive the information they are looking for from any store team member • The correct informative labels should always be displayed (refer to photos on the right) • Ignorance is no excuse – it is the law to be able to tell customers what allergens are in the food and drink served in the store. Failure to comply could lead to prosecution
REMEMBER: • It is particularly important to avoid cross contamination when preparing and serving a customer suffering with allergies to food and/or drink • Cross contamination is where something that could cause harm (such as an allergen, food poisoning bacteria etc.) is transferred from one surface to another. This could occur when a customer who is allergic to soya asks for a latte and the soya milk thermometer is inadvertently used to prepare their drink • UK Equity stores: note that guidance is available in the Costa Food Safety Policy with regard to taking an order and preparing the food of an allergy sufferer • Franchise stores: refer to your own food safety arrangements • Periodically stores will receive an update to the Product Nutrition and Allergy Guide • As part of your store audit this information will be asked for
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4 HOUR RULE Any high risk food found to be above 8°C must be used or discarded within 4 hours. This is known as the 4 Hour Rule and applies to a single time period only.
4hrs
How to apply the 4 hours rule in a Costa store? • If a fridge or sandwich display is found to be storing high risk food above 8°C this must be reported to the Shift Leader. If possible, the Team should try to adjust the temperature of the unit manually • If manual adjustment does not work then a service engineer should be called (this procedure can be found in Maintenance section of this manual) • If possible high risk food should be removed and placed in another fridge, if not then the Team should implement the 4 Hour Rule: • Day dots should be used to make it clear what time the sandwiches, chilled cakes etc. went on display and when they should come off • 4 hours all the products have not sold then the food should be discarded and recorded as wastage in the Costa Compliance Log for Equity stores or their own record keeping for Franchise stores The 4 Hour Rule should only be used in exceptional circumstances, when units are in need of repair as a temporary measure. 4 Hour Rule applies to a single time period only, i.e. food cannot be displayed for 2 hours, returned to the fridge and then displayed above 8°C for another 2 hours, it must be discarded after only one period outside of the required temperature.
Temperature Danger Zone The temperature range between 8°C and 65°C is the ‘Temperature Danger Zone’ where food poisoning bacteria can grow.
What is important? • You must minimise the time that food spends in the temperature danger zone in order to protect your customers from food poisoning • You need to keep refrigerated food cold (UK: 8ºC or below). Country variations may apply • You need to keep hot foods at hot temperatures (UK: 65ºC or above). Country variations may apply
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100°C
Bacteria are destroyed
Hot Food Zone
65°C Temperature Danger Zone
Bacteria grow 8°C
Cold Food Zone
0°C
Frozen Food Zone
-10°C
Bacteria won’t grow
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HOT EAT SANDWICHES We use numbers and number stands to ensure the right customer gets the correct order every time.
Tools needed • Yellow board with yellow knife or green board with green knife • Clean tongs • 11” plate
• Clean, polished cutlery • Table number or takeaway packaging
How to serve hot eat sandwiches? • Customers should be asked if they want their sandwich heated • Grills should be set at 265°C for ceramic grills and at 225°C for cast iron grills • Orders should be placed on the heated grill and the smaller number that corresponds to the number on the stand placed in front of the grill. The stand should be given to the customers to place on their table • Where possible vegetarian products are to be heated separately to meat products. A red grill handle is for meat products and if your grill has a green handle this should be used for vegetarian products
Meat
Vegetarian
• Once the hot eat sandwich has been heated cut in half if required. Always ensure the cheese has melted • Stores should have a yellow board and knife for non-vegetarian food and a green board and knife for vegetarian food
Meat
Vegetarian
• Using the right equipment to handle food is an essential food safety process and ensures you don’t damage the product • Always serve items on the right plates with clean and polished cutlery with no water marks • Customers should receive their hot eat sandwich within 5 minutes of finishing their transaction • Team members should not call out sandwiches or table numbers For clean and hygienic food handling always use clean tongs to handle foods. Select the correct coloured chopping board and knife, and ensure that there is always a spare one available. When preparing allergy sufferer’s meal remember to clean the grill plates before placing the food on it and use a new piece of brown paper for additional protection.
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FOOD PRESENTATION Product
Presentation
Traybakes
Eat In
Takeaway
Notes
Small Plate
Costa Takeaway Bag
Use tongs to handle the product
Knife
Napkin
Muffins
Small Plate Knife
Costa Takeaway Bag
Use tongs to handle the product
Napkin
Tarts
Small Plate Knife
Costa Takeaway Bag
Use tongs to handle the product
Napkin
Pastries
Small Plate Knife
Costa Takeaway Bag Napkin
To warm Heat for 1min using brown paper on top and bottom Butter and Jam are chargeable extras for croissants
Panettino
Small Plate Knife I butter portion
Large Cake
Costa Takeaway Bag Napkin
To warm Heat for 1min using brown paper on top and bottom
I butter portion
Small Plate
Costa Kebab Wrap
Fork
Plastic Fork
Use tongs to handle the product
Offer a carrier bag
Fruit
Mini Cake
Small Plate
Plastic Fork
Fork
Offer a carrier bag
Small Plate
Costa Takeaway Bag
Fork
Use tongs to handle the product
Napkin Plastic fork
Yoghurt
Small Plate
Offer a carrier bag
Teaspoon
Napkin Plastic spoon
Mini Loaves
Small Plate Knife
Costa Takeaway Bag
Use tongs to handle the product
Napkin
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FOOD PRESENTATION Product
Presentation
Toast
Eat In
Takeaway
Notes
Large Plate
Costa Hot sandwich pack
Heat for 1min 30secs
Knife 2 butter portions
Napkin
Jam/Marmalade are chargeable extras
2 butter portions Plastic knife
Panini
Large Plate Knife
Costa hot sandwich pack
Heat for 3mins 30secs
Napkin Offer a carrier bag
Toastie
Large plate Knife
Costa hot sandwich pack
Heat for 2mins 30secs
Napkin Offer a carrier bag
Wrap
Large plate Knife
Costa hot sandwich pack
Heat for 3mins 30secs
Napkin Offer a carrier bag
Cold Eat Sandwich
Small plate
Offer a carrier bag
Knife
Napkin
Salad
Large plate
Carrier bag
Fork
Plastic fork
Large plate
Costa hot Sandwich pack
Breakfast rolls
Knife Red or brown Sauce
Porridge
Tea Spoon Small Plate Napkin
Napkin Offer carrier bag
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Open the roll in half and place each half on the grill, face up. Place brown paper across the top of each half and heat for 2mins 30secs Offer the customer red or brown sauce with their roll
Black Plastic Spoon Napkin Offer a carrier bag
THE HOME OF irresistible COFFEE
As a minimum stores must offer to take the sandwich out of the packet
Peel back lid, fill to line inside using boiling water, stir and recover, leave for 2 mins, stir again and serve to Customer without lid, can be served with jam, honey or syrup at extra cost
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EXCELLENCE Core Core+ Seasonal Equipment
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COFFEE EXCELLENCE
COFFEE
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INTRODUCTION
Before starting to prepare any of our drinks it is key to ensure that you are confident that safety matters are in hand:
• Milk – our milk must have been sourced centrally and the delivery accepted in accordance with your food safety policy. It must be in date, stored at the correct temperature and not left out at ambient for excessive periods of time. • Your workstation whether the coffee machine or ice drinks station should be clean and you should work to a ‘Clean as you go’ rule. • You should also be aware of any allergy cross contamination measures in place; do you have the correct type and amount of cloths, separate jugs and utensils available in case an order is placed by an allergy sufferer? When dealing with hot liquid, remember: • You should be trained in correct use and cleaning of the coffee machine and other equipment as demonstrated in the Costa Core Skills Workbook • Serve all take-away hot drinks in a correct size cup with the lid securely fitted • For stay-in customers serve hot drinks on a tray with correct saucer for cup or glass following the Brand Standards • Do not overload trays with hot drinks and help customers to carry additional trays to tables • Always assist customers unable to carry a tray
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CORE
Core
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STORAGE OF COFFEE BEANS Aromatic, fresh beans produce the best quality espresso with rich crema on top. Correct storage is essential to maintain coffee’s freshness and flavour.
Tools needed • Clip
How to keep coffee beans fresh? • Coffee beans should be kept away from direct heat or sunlight • Ideally coffee beans should be kept at an ambient temperature of between 19°C - 23°C, higher temperatures cause beans to sweat, lose oils and oxidise • Try to keep your open coffee bags in a cool and dry place • Freezing is not recommended • As soon as bags of beans are opened they start to oxidise and lose their oils, therefore the open bags must be rolled down to seal out as much air as possible. The top should be rolled down and sealed with a bulldog clip or similar • Coffee beans should never be stored overnight in the hopper – all hoppers must be emptied and cleaned • Never empty the hopper content back into the main coffee bag – that way you will have a better control of the freshness of coffee beans • You should run the content of your hopper down towards the end of the day to avoid beans being out for too long
Coffee shelf life 48 hours
4 hours
1 hour
30 minutes
15 minutes
Open bags of coffee
Hopper
Dose Chamber
Hot and humid store
Chamber without lid
Stock management • Not all coffee prepared in store is sold to customers but also needs to be recorded • Recording waste will ensure your stock reconciles correctly • For stores using online stock systems coffee waste must be entered daily • All incorrectly prepared drinks or drinks returned by customers must be recorded as wastage • If a store has to waste espresso shots during trade or as part of a grind check it must be recorded as wastage
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GRIND – MAZZER GRINDER Having the correct grind is vital to producing Brand standard drinks. The correct coffee grind gives result of 30 ml of coffee in 20 seconds.
Tools needed • 7g scoop • 2x plastic measuring beakers • Double group handle
• Teaspoon • Digital countdown timer set up for 20 seconds
How to check the grind? • Grind fresh coffee into the 7g scoop until full • Gently tap the scoop to ensure it is full and remove any excess with the edge of the teaspoon handle • Empty into the group handle • Repeat the process • Tamp and immediately insert into the group head • Place the measuring beakers under the group handle • Use the manual switch to start extraction, start the timer when you start to see the coffee pour (for Lisa machines start the timer at the same time as you press the switch) • Turn the extraction off when the timer beeps • Let the coffee settle, the coffee should be at 30ml +/- 2ml with a minimum 3mm of crema • If it is less, the grind is too fine and the collar on the grinder will need moving clockwise for coarser • If it is too much, the grind is too coarse and the collar on the grinder will need moving anticlockwise to achieve a finer grind setting • For most grinders 1 notch on the collar is equivalent to 10ml • Always ensure the blades are running when adjusting the collar of the grinder • If your grind check is wrong you will need to empty out any coffee from the grinder chamber, this needs recording as waste • Once you have adjusted the collar repeat the process until you get 30ml of coffee • The grind in store should be monitored all day and adjustments made when necessary • Checks must be recorded on the heartbeat sheets
The size of the grind affects the drink If coffee runs quicker than 20 seconds:
If coffee runs slower than 20 seconds:
The extraction is fast
The extraction is slow
The water has been in contact with the coffee for too short time
The water has been in contact with the coffee for too long
Coffee is weaker in taste
Coffee will taste burnt
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DOSE – MAZZER GRINDER The second step of the perfect espresso is the dose. The correct dose weights 35 grams per 5 coffee shots.
The dose check must be conducted after the grind has been set. There is no need to throw away any coffee used for this check.
Tools needed • Costa napkin • Electronic scale
How to check the dose? • Grind coffee until the dosing chamber is half full. No internal chambers should be visible • Weigh a folded napkin and zero the scales • Using the hopper lid as a support, place the unfolded napkin over it • Dispense 5 shots of coffee on to the napkin. We weigh 5 shots to get an average weight • Bring the corners of the napkin together to make a parcel • Place it on the scale. It should weigh 35g +/- 1g (7g x 5shots) • If it is less, the dose is too light and the nut inside the chamber will need moving anticlockwise • If it is too much, the dose is too heavy and the nut inside the chamber will need moving clockwise • If you cannot move the nut inside the chamber, the screw on the top may need loosening • On most grinders a quarter turn is 1g • Ensure you press the metal plate (where the coffee is dispensed from) against the chambers by pushing it with your fingers • Once you have adjusted the nut repeat the process until you get 35g • This check should be done once a day and is ideally done early in the morning before trade and should be recorded on the heartbeat sheet • Remember, you have an allowance of +/- 1 g BUT you must always adjust your dose to 35 g in the morning even if it reads 34 g or 36 g. This ensures you have room for change in case the dose moves throughout the day
The weight of the coffee dose affects the drink If dose is lighter than 35g:
If dose is heavier than 35g:
The extraction is fast
The extraction is slow
The water has been in contact with the coffee for too short time
The water has been in contact with the coffee for too long
Coffee is weaker in taste
Coffee will taste burnt
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TAMP PROCEDURE Tamping means compacting the grounds prior to the shot. The aim is to seal the shot so that the brew water moves through it evenly without finding weak spots.
Tools needed • Costa approved tamper • All Mazzer Jolly grinders have a telescopic tamper attached to the front of the grinder
• All hand tamps must be approved by Costa
The 4 steps to the tamping procedure Level – tap the side of the group handle in the cradle of the grinder or using the side of your hand to level the coffee in the group handle. We level the coffee to ensure an even extraction through the group handle and to get equal quantities from each pour. Tamp – a firm push down on the coffee to compact the coffee using the palm of the hand. Tamping in one firm motion gives a consistent result and does not over compact the coffee. Everyone’s tamp is slightly different - bear this in mind when taking over from someone on the machine as this can affect the grind, it may need re-setting. Twist – in one direction to smooth the surface of the coffee. Twisting and wiping helps unnecessary coffee grinds getting in to the machine and potentially causing damage. Using the palm of your hand gives consistent pressure and does not put unnecessary strain on the tips of the fingers. Twisting in 2 directions results in the coffee not being logged into the group handle and the water running through quicker resulting in the taste being weak and bitter. Wipe – to remove any coffee grains from the rim of the handle. Wiping stops the coffee grind ending up in the finished drink or damaging the group head inside your coffee machine. Wiping the grind off with your hand is not unhygienic. The heat of the machine will sanitise the handle. Remember, group handles should never be used from cold as this will make the espresso shots taste bitter. You should leave your group handles (with wasted coffee from the previous extraction) in the group head until the next order. Leaving the group handles in empty will make the handles too hot and result in fresh grind being burned. If group handles need to be cleaned in between usage, this should be done with blue paper. Napkins are not allowed.
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MILK Depending on the amount of orders in store we use 3 different sizes of milk jugs. This ensures that our customers receive their coffee as fresh as possible, prevents the re-heating of milk and saves unnecessary milk waste.
Tools needed • 600ml jug, 1litre jug or 1.5 litre jug
• Calibrated thermometer
Milk preparation / Always follow these steps • Only heat the amount needed for the drinks on order • Always use a calibrated thermometer when heating the milk • Use a thermometer metal clip to prevent thermometer touching the jug from within; this gives the most accurate temperature reading and prevents burning your milk • Correct milk temperature is between 140°F to 160°F • If milk is heated below 140°F drinks will be too cold; if milk is heated over 160°F your milk will be burnt – drinks will not taste correctly • Once milk has been heated it can continue to be used until it drops below 140°F • Milk jugs used for different types of milk must be separated to avoid cross contamination
These are guidelines and can be adapted for the volume of trade • If using the 600ml jug you will need to turn the steam off sooner, at 120°F to ensure it does not exceed 160°F • The 600ml jug is ideal for macchiato, babyccino and for making froth for chocolate/chai and iced cappuccinos • If medio drinks are ordered or you have multiple orders you should look to use the 1 litre jug • Unless you are a high volume store you should use the smaller jugs at all times and only use the 1.5 litre jugs at peak trade • Using the correct sized jug prevents re-heating milk and saves unnecessary milk waste
Why we never top up or re-heat milk If you reheat previously steamed milk, you run the risk of scorching the milk, creating a watery, pungent-tasting final product. You will also not be able to create any more foam than is already present. Overall drink presentation will also be compromised.
The below table represents the effects of topping up and reheating of milk Freshly steamed
Overheated milk (burnt milk)
Reheated milk
Appearance
Glossy, silky
Thinner, watery like
Thin, froth and liquid starts to separate
Taste
Tasty, rich, slightly sweet
Less creamy but has a creamed Not sweet but sour, makes corn taste, not sweet coffee taste bitter
Smell
Clean, fresh dairy
Burnt, slight almond smell
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No difference to fresh milk
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STORING MILK Storing milk properly ensures best quality of drinks served. If milk is not stored correctly it will rapidly develop signs of spoilage.
Tools needed • Small fridge with enough shelves to allow safe storage • Tall fridge with a minimum of two shelves and space to allow safe storage and delivery
• Scissors (if using milk pouches) • White plastic jugs (UK only where applicable)
How to store milk bottles/pouches? • Fridge temperature should never exceed 8°C • A minimum of two shelves should be installed in the fridge to help storage and rotation • Stacks of milk bottles/pouches that are lying flat on the bottom of a fridge must never exceed six high to maintain stability • Overloading the top shelf on the fridge will damage the shelf and runners • All milk must be removed from the fridge in the correct date rotation
Storing open milk bottles/pouches at the end of the day • Open milk must be sealed and stored in the fridge • If pouches are used they have to be kept in the white jug • An open milk bottle/pouch must be day-dotted with a 24 hour shelf life • The open milk bottle/pouch must be used first when the store re-opens • Any milk that is going to expire must be discarded and recorded as waste
Using the jugs and pouches In the UK milk pouches are used to reduce the waste produced. This is part of the Costa Good Together plan.
• Check to ensure the white plastic jug is clean and empty • Remove a milk pouch from the outer packaging • Place the pouch into the white plastic jug and allow it to drop into the jug, give the jug a sharp tap on the work surface to ensure the pouch has reached the bottom - this seals the pouch into the jug • Using scissors, hold the corner of the milk pouch to ensure it does not fall into the metal jugs or cups, cut it off and dispose it directly into the bin • Ensure the milk is returned to the fridge when not in use to keep it at the right temperature • White jugs must be put through the dishwasher at least once a day
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Steam Arm
STEAMED MILK Steaming doesn’t produce froth because we put the steam arm near the bottom of the jug to make sure not too much air is incorporated. Steamed milk is what we use to make our latte style drinks.
Milk
c. 1 cm
Steamed milk is used to make our latte style drinks.
Tools needed • Appropriate sized milk jug • Calibrated thermometer with a metal clip
• Appropriate cloth for steam arms (UK: Green)
How to steam milk? • Prepare a clean milk jug with thermometer attached to the side • ½ fill the jug with the cold milk • Purge the steam arm • Position the steam arm into the milk so that it rests 1cm from the base of the jug • Turn the steam arm on full power (1½ turns should be enough to achieve it) and keep your eye on the rising temperature • Once the needle reaches 140°F switch off the steam (120°F if using the 600ml jug) • Ensure the final resting temperature of the milk has not exceeded 160°F • Remove the steam arm from milk and place jug on the counter • Purge and clean the steam arm immediately with a clean, damp cloth • The end result should be smooth and creamy like • Never touch the steam arm, it will be hot! Once milk has been heated it can be used until it drops below 140°F. Ensure the final resting temperature of the milk has not exceeded 160°F. If the milk rises above 160°F the milk is burnt and you must throw it away and start again. If milk is requested extra hot by the customer switch off at 160°F.
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Steam Arm
FROTHED MILK The position of the steam arm is key; as the steam is forced through the milk the air circulates around and reacts with the proteins, causing the volume to increase.
c. 1 cm
Milk
Frothed milk is used for cappuccinos, babyccinos, chai lattes and all hot chocolate based drinks.
Tools needed • Appropriate sized milk jug • Calibrated thermometer with a metal clip
• Appropriate cloth for steam arms (UK: Green)
How to prepare froth milk? • Prepare a clean milk jug with thermometer attached to the side • 1/3 fill the jug with the cold milk • Purge the steam arm • Position the steam arm 1cm under the surface of the milk • Turn the steam arm on full power (1½ turns should be enough to achieve it) and keep your eye on the rising temperature • Maximum steam pressure will get best results • As the temperature rises and the volume increases, slowly lower the jug to keep the steam arm 1cm under the surface of the milk • Once the needle reaches 140°F switch off the steam. (120°F if using the 600ml jug) • Remove the steam arm from milk and place jug on the counter • Purge and clean the steam arm immediately with a clean, damp cloth • Bang the jug on the counter to remove large bubbles. Tilting the jug slightly backwards when banging may help stop the froth flying up. Then swirl the milk by gently agitating the jug in a circular motion. This will smooth out the milk. • The result should be fine creamy foam with a glossy appearance • Never touch the steam arm, it will be hot!
Frothed hot chocolate • When preparing hot chocolate you should follow the same steps as per frothed milk • For chocolate switch off the steam once the needle reaches 150°F - sugar in the chocolate powder will prevent milk from burning • Always use cold milk to froth hot chocolate and add the correct amount of powder to the correct sized milk jug Once milk has been heated it can be used until it drops below 140°F. Ensure the final resting temperature of the milk has not exceeded 160°F. If the milk rises above 160°F the milk is burnt and you must throw it away and start again. If milk is requested extra hot by the customer switch off at 160°F.
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TEXTURED MILK Texturing is a unique way of creating micro foam by swirling the air through the milk like a whirlpool. This is perfect for creating latte art as it isn’t too foamy.
Textured milk is used for Flat whites, Cortados and Cortos.
Tools needed • Appropriate sized milk jug • Calibrated thermometer
• Appropriate cloth for steam arms (UK: Green)
How to prepare textured milk? • Prepare a clean milk jug with thermometer attached to the side • 1/3 fill the jug with the cold milk • Purge the steam arm • Position the steam arm 1cm under the surface of the milk • Turn the steam arm on full power (1/2 turn should be enough as this means the steam arm is on full power) • Listen for the ‘chirping’ sound as air circulates through the milk for between 5-8 seconds. The volume of milk will increase slightly • Now lift the jug so that the steam arm is deeper into the milk but not touching the bottom of the jug • Tilt the jug to a 40 degree angle and position the steam arm slightly off centre. This will create a whirlpool effect in the milk • Once the needle reaches 140°F switch off the steam • Remove the steam arm from milk and place jug on the counter • Purge and clean the steam arm immediately with a clean, damp cloth • Bang the jug on the counter to remove large bubbles • Then swirl the milk by gently agitating the jug in a circular motion to smooth out the milk • The final product should look like melted ice cream and coat the back of a teaspoon • Never touch the steam arm, it will be hot! Once milk has been heated it can be used until it drops below 140°F. Ensure the final resting temperature of the milk has not exceeded 160°F. If the milk rises above 160°F the milk is burnt and you must throw it away and start again. If milk is requested extra hot by the customer switch off at 160°F. If you have the space, keep your milk jug in the fridge.
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PURGING THE STEAM ARM Purging the steam arm every time is essential to delivering and maintaining Brand standard drinks.
Tools needed • Appropriate cloth (UK: Green or Yellow)
How to keep the steam arm clean? • Before and after every use, the steam arm must be purged to expel any moisture/old milk that may be sat inside the arm • Open the valve for a couple of seconds before use and repeat after use • Immediately after use and purging, wipe the steam arm with a clean cloth to remove all residue
Why purging the steam arm is important? • Even the best coffee beans cannot make up for the impurities a dirty machine adds to the drinks • Purging the steam arm before and after heating the milk is essential in delivering great tasting coffee • It also helps prevent cross contamination between drinks and types of milk • Purging the steam arm is essential in preventing contamination of the coffee machine boiler and can drastically reduce break downs and the need for an engineer to attend
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NON-DAIRY MILK Some people have an allergy to milk so to ensure we do not cause any reactions we must avoid cross-contamination.
Tools needed • Jug • Calibrated thermometer with a metal clip
• Separate cloth (UK: Yellow)
How to avoid cross-contamination? • A separate clean milk jug must always be used to heat non-dairy milk • Before heating milk blast the steam arm to remove any milk proteins that • have deposited inside the arm • Then wipe the steam arm with a clean, damp separate cloth to remove • any full fat or skimmed milk left on it • Steam/froth or texture as usual • Ensure the steam arm is wiped thoroughly after use using a clean • separate cloth • Keeping the separate cloth with the jug near the coffee machine at all • times makes following this procedure quick and simple
How to store a non-dairy milk • Open milk must be closed and stored in the fridge • Fridge temperature should never exceed 8°C • An open milk carton must be day-dotted with a 5 days shelf life • The open milk carton must be used first when the store re-opens • Any milk that is going to expire must be discarded and recorded as waste
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DECAFFEINATED COFFEE Costa uses process called Swiss water decaffeination, and is 100% chemical free!
Tools needed • 14g decaffeinated sealed pod • Red pod handle with pod basket
How to prepare decaffeinated coffee? • Flush the group head you wish to use for 2 seconds to remove any caffeine residue to minimise cross contamination • Warm the empty red pod handle by locking it into a group head and running the group head for 5 seconds when used from cold • Take the pod out of its foil packet and place in the pod handle • There is no need to tamp • Lock the handle into the machine and start extracting the coffee for 20 seconds in the same way you would for any other espresso • The pod basket is specially shaped compared to a normal group handle basket to ensure the water flows through the pod to best extract the flavour • To get the freshest decaffeinated coffee the pod is kept in a foil packet • To keep the pod at its best it must be kept in its foil packet until it is used • The pods have a solid cake which shouldn’t be disturbed or broken up by storing them in a container where they need to be pushed or squashed • The pod has small raised dots on one side; this indicates the top of the pod and should be put in the handle with these facing up to allow the hot water to run through the coffee rather than the side resulting in a more watery extraction
Decaf science In the decaffeination process, the green coffee beans are soaked in hot water to remove the caffeine and compounds responsible for much of the flavour of the coffee flavour. The first batch of coffee beans is then discarded, while the caffeine is stripped from the solution by means of activated carbon filters. This leaves a solution saturated with flavour compounds, which is then used to soak a new batch of decaffeinated green coffee beans.
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ESPRESSO Espresso is a smooth and strong coffee, with a rich crema layer on the top.
Tools needed • Espresso cup or takeaway cup and lid • Espresso saucer
• Espresso spoon • Double group handle
How to prepare an Espresso? • Heat up the espresso cup with hot water • Prepare coffee shots following our tamping procedure • Lock group handle into the coffee machine and immediately extract shots of espresso into the heated espresso cups • For a solo espresso use two single espresso cups • For doppio espresso pour both espresso shots into the double espresso cup • Solo/Doppio espressos should have an even spread with min of 3mm of crema on top • If takeaway place the lid on the cup - it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Customers may ask for longer or shorter espresso, this can achieved by using the manual button on the machine to get the required result. Customers may ask for a glass of water to go with their espresso – this is a traditional way of drinking espresso to get the sweet aftertaste. If you leave the group handle with fresh coffee locked in the coffee machine – heat will effect it and the coffee will taste burnt. Only prepare coffee shots if you intend to use them immediately – never leave prepared shots on the side, as coffee will lose its taste and aroma. Always use a warm group handle – if cold, warm the empty handle by locking it into a group head and running water for 5 seconds.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20 secs)
2 (60ml in 20 secs) How to serve
Single espresso cup
Double espresso cup
Single espresso saucer
Double espresso saucer
Espresso spoon
Espresso spoon
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AMERICANO Costa espresso lengthened with hot water – a straightforward, great-tasting coffee.
Tools needed • Costa cup or takeaway cup and lid • Costa saucer
• Teaspoon • Milk
How to prepare Americano? • Fill the cup with hot water 2/3 full • Prepare coffee shots following our tamping procedure • For massimo size use 2 double group handles to ensure you get the correct amount of espresso • Lock the group handle into the coffee machine and immediately extract shots of espresso over the hot water • If drinking in, offer hot or cold milk and serve in a small milk jug • The Americano should have full coffee crema covering the liquid • If takeaway, milk can either be directly added to the drink or served in a takeaway espresso cup depending on customer’s preference • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Extracting the espresso over the water does not burn the coffee or disturb the crema. Customers may request cream instead of milk, this should be provided free of charge. For takeaway cups leave a 1cm gap from the top of the cup.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo cup
Medio cup
Massimo cup
Primo saucer
Medio saucer
Medio saucer
Tea spoon
Tea spoon
Tea spoon
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CAPPUCCINO A perfect combination of rich coffee blended with milk and cocoa-dusted froth
Tools needed • Costa cup or takeaway cup and lid • Costa saucer • Teaspoon • Stencil for chocolate dusting
• Clean, empty milk jug • Calibrated thermometer • Chocolate dusting
How to prepare Cappuccino? • Prepare a jug of frothed milk • Prepare coffee shots following our tamping procedure • For massimo size use 2 double group handles to ensure correct amount of espresso shots are used • Lock the group handle into the coffee machine and immediately extract shots of espresso into the cup • While your espresso is extracting, bang and swirl the milk • Gently rolling the espresso in the cup without breaking the crema before adding the milk will help to achieve the crema ring • Steadily pour the milk in the centre of the espresso keeping the jug low to the cup • Cappuccino should have 1/3 froth, 1/3 of milk and 1/3 of coffee and at least half of a crema ring around the edge • Offer chocolate sprinkles to the customer and apply with a Costa stencil for both, eat in or takeaway • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer A ring of crema allows customers to taste coffee from the first sip of their drink. Always prepare any milk before extracting coffee to allow milk to settle and achieve the correct consistency once bang and swirled. Coffee extracted last will ensure the best quality and taste at all times. Using different milk will make the drink less creamy. For takeaway cups leave a 1cm gap from the top of the cup. Apply the chocolate dusting carefully so it does not cover the saucer.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo cup
Medio cup
Massimo cup
Primo saucer
Medio saucer
Medio saucer
Tea spoon
Tea spoon
Tea spoon
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LATTE Long, mild drink with a delicate hint of rich Costa espresso.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon (Massimo ONLY) or latte spoon
• Clean, empty milk jug • Calibrated thermometer with metal clip • Napkin
How to prepare Latte? • If using the latte glass heat it up by third filling with hot water • Prepare a jug of steamed milk • Prepare coffee shots following tamping procedure • Lock group handle into the coffee machine and immediately extract shots of espresso into the heated espresso cups • While your espresso is extracting, empty water from the glass and add steamed milk leaving enough space for the espresso shots • Quickly pour the espresso shots through the top of the milk • Latte should have 1cm (+/- 2mm) of froth on top, single coffee drop mark and an even colour throughout the drink • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Takeaway primo latte has 2 shots instead of 1 as the cup is a bit bigger and this gives the drink the right balance of flavour. The espresso is poured over the milk to get an even flavour and colour throughout. Always prepare any milk before extracting coffee. You don’t need to fill the glass to the top with hot water to heat it. The shape of the glass ensures the heat rises to the top. Filling it up to 1/3 only ensures we don’t waste water and electricity as your machine will heat up more water throughout the day. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Coffee shots (ml) EI 1 (30ml)
2 (60ml)
3 (80ml)
TA 2 (60ml) How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long, latte spoon
Long, latte spoon
Tea spoon
Napkin
Napkin
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CORE+
Core+
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COSTA WHIPPED CREAM To compliment some of our drinks we add sweetened whipped cream on top.
Tools needed • Fresh whipping cream • Clean cream canister • Gas bulb
• 2x white sugar sachets • Espresso cup • Spoon
How to prepare whipped cream • Third fill the clean canister with whipping cream • Dissolve 2x white sugar sachets in a double espresso cup filled with hot water • Add the mixture to the cream • Screw the lid on firmly • Place a gas bulb into the holder and carefully screw into position • Shake the canister upside down for 30 seconds • Dispense a portion of whipped cream into a cup in a zig zag motion • Using the correct size nozzle will dispense the correct amount of cream
How to store whipped cream • Once made day dot the cream canister with 24 hours only with date and time • Day dot the opened cream bottle with 3 days or expiry date, depending which comes first • The cream canister and the opened cream bottle should be stored in the fridge • Fridge temperature should never exceed 8°C If a customer asks for unsweetened cream make a canister up without the sugar mixture. All Hot and Costa Ice beverages with the exception of espresso con panna must have the cream presented in a zigzag motion to ensure an even spread and to balance the overall taste. Any additional toppings will also sit correctly on the cream and will look to correct Brand standard.
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ESPRESSO MACCHIATO Macchiato means ‘marked’ in Italian and refers to the mark of milk froth added.
Tools needed • Espresso cup or takeaway cup and lid • Espresso saucer • Espresso spoon
• Double shot group handle • Clean, empty 600ml milk jug • Calibrated thermometer
How to prepare Espresso Macchiato? • Prepare a 600ml jug of frothed milk • Heat up your espresso cup with hot water • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract your espresso shots into the heated espresso cups • For a solo espresso macchiato use two single espresso cups • For a doppio espresso macchiato pour both espresso shots into the double espresso cup • While your espresso is extracting, bang and swirl the milk • Top up an espresso with a dash of hot milk. A macchiato should not be filled to the rim of the cup • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer If you leave the group handle with fresh coffee locked in the coffee machine – heat will effect it and coffee will taste burnt. Only prepare coffee shots if you intend to use them immediately – never leave prepared shots on the side, as coffee will lose its taste and aroma. Remember that we heat the espresso cup with hot water to ensure the drink doesn’t cool down too quickly, but also because the water film inside the cup will hold up the crema.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20 secs)
2 (60ml in 20 secs) How to serve
Single espresso cup
Double espresso cup
Single espresso saucer
Double espresso saucer
Espresso spoon
Espresso spoon
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ESPRESSO CON PANNA Espresso con panna means ‘espresso with cream’ in Italian. Adding cream gives the espresso a rich creamy taste.
Tools needed • Espresso cup or takeaway cup and lid • Espresso saucer
• Espresso spoon • Double shot group handle • Costa whipped cream
How to prepare Espresso Con Panna? • Heat up your espresso cup with hot water • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the heated espresso cups • For a solo espresso con panna use two single espresso cups • For a doppio espresso con panna pour both espresso shots into the double espresso cup • Carefully top the espresso with a small amount of cream • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer If you leave the group handle with fresh coffee locked in the coffee machine – heat will effect it and coffee will taste burnt. Only prepare coffee shots if you intend to use them immediately – never leave prepared shots on the side, as coffee will lose its taste and aroma. Remember that we heat the espresso cup with hot water to ensure the drink doesn’t cool down too quickly due to adding cold cream, but also because the water film inside the cup will hold up the crema.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20 secs)
2 (60ml in 20 secs) How to serve
Single espresso cup
Double espresso cup
Single espresso saucer
Double espresso saucer
Espresso spoon
Espresso spoon
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RISTRETTO Ristretto means ‘restricted’ in Italian and the reduced extraction gives a more intense flavour.
Tools needed • Espresso cup or takeaway cup and lid • Espresso saucer
• Espresso spoon • Double shot group handle
How to prepare Ristretto? • Heat your espresso cup with hot water • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of ristretto into the heated espresso cups • For a solo ristretto use two single espresso cups • For a doppio ristretto pour both ristretto shots into the double espresso cup • Solo/Doppio ristrettos should have an even spread of min. 3mm of crema on top • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer If you leave the group handle with fresh coffee locked in the coffee machine – heat will effect it and coffee will taste burnt. Only prepare coffee shots if you intend to use them immediately – never leave prepared shots on the side, as coffee will lose its taste and aroma. Remember we head the espresso cup to ensure the drink stays hot for longer and also because the water film inside the cup will hold up the crema for longer.
Solo
Doppio
Coffee shots (ml) 1 (20ml in 15 secs)
2 (40ml in 15 secs) How to serve
Single espresso cup
Double espresso cup
Single espresso saucer
Double espresso saucer
Espresso spoon
Espresso spoon
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HOT CHOCOLATE Smooth blend of frothed milk and sweet chocolate powder.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon or latte spoon
• Clean, empty milk jugs • Calibrated thermometer • Chocolate powder and 7g scoop • Chocolate dusting
How to prepare Hot Chocolate? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of frothed hot chocolate following Brand standard • Prepare a jug of frothed milk to Brand standard • Empty the water from the glass and add hot chocolate to within 1cm of the rim • Top with frothed milk • Hot chocolate should have 1cm of froth (+/- 2mm) and milk blob on top • Offer chocolate sprinkles to the customer and apply with Costa 3 beans stencil whether eat in or takeaway • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Adding milk froth on top of the Hot Chocolate helps to achieve 1 cm froth on top of the drink and take away the initial bitter chocolate taste. To avoid chocolate powder sticking to the bottom, add it to the jug filled with milk. It is recommended to use a single bean stencil for a primo size eat-in. For takeaway cups leave a 1cm gap from the top of the cup.
Chocolate powder scoops Primo
Medio
Massimo
600ml jug
1L jug
1.5L jug
2
3
5
How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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HOT CHOCOLATE WITH EXTRAS Creamy hot chocolate topped with sweet whipped cream and soft marshmallows.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon or latte spoon • Clean, empty milk jug
• Calibrated thermometer • Chocolate powder and 7g scoop • Chocolate dusting • Costa whipped cream
How to prepare Hot Chocolate with extras? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of frothed hot chocolate following Brand standard • Empty the water from the glass and add hot chocolate to within 1cm of the rim • Top with layer of cream following Brand standard. • Offer chocolate sprinkles to the customer and apply whether eat in or takeaway • Place marshmallows on the saucer or in the takeaway cup • Some customers may request that the marshmallows are not added to the drink, if this is the case place into a small takeaway bag and hand to the customer: • If flakes are requested instead of marshmallows place number required on the saucer or in the takeaway cup. • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer When serving takeaway drink make sure you do not apply too much cream as it will be difficult to place a lid on the cup. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Marshmallows 2
3
4
Flakes 1
2
3
How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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MOCHA Espresso coffee topped with rich frothed chocolate and white froth.
Tools needed • Costa cup or takeaway cup and lid • Costa saucer • Teaspoon • Clean, empty milk jugs
• Calibrated thermometer • Chocolate powder and 7g scoop • Chocolate dusting • Double or triple shot group handle
How to prepare the Mocha? • Prepare a jug of frothed milk for white froth following Brand standard • Prepare a jug of frothed hot chocolate following Brand standard • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the cup • While your espresso is extracting, bang and swirl the milk and hot chocolate • Gently rolling the espresso in the cup without breaking the crema before adding the chocolate will help to achieve the crema ring • Steadily pour the chocolate in the centre of the espresso keeping the jug low to the cup and leave a 1cm gap from the rim of the cup • Top with milk froth in the centre of the drink • The Mocha should have 1/3 froth, 1/3 chocolate, 1/3 coffee with at least half of a crema ring around the edge and a 3 ring effect on top • Offer chocolate sprinkles to the customer and apply with a Costa 3 beans stencil whether eat in or takeaway • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer We add milk froth on top of the mocha to balance the flavour and to take away the initial bitter taste of chocolate. Always prepare any milk before extracting coffee. For takeaway cups leave a 1cm gap from the top of the cup. Remember, when you roll the crema in the cup and can see the black coffee liquid underneath the crema, the crema is broken and will result in a bitter taste. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo cup
Medio cup
Massimo cup
Primo saucer
Medio saucer
Medio saucer
Tea spoon
Tea spoon
Tea spoon
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MOCHA FLAKE Rich frothed chocolate milk topped with cream and flakes served on the side.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon or latte spoon • Clean, empty milk jug • Calibrated thermometer
• Chocolate powder and 7g scoop • Chocolate dusting • Costa whipped cream • Flakes • Double or triple shot group handle
How to prepare Mocha Flake? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of hot chocolate following Brand standard • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the espresso cups for primo and medio or directly into the cup if massimo • While your espresso is extracting, bang and swirl the hot chocolate • When shots for primo and medio mocha flake are ready pour them into the glass • Steadily pour the chocolate onto the espresso to within 1cm of the rim • Top with layer of cream following the Brand standard • The Mocha Flake should have 1 cm of whipped cream on top • Offer chocolate sprinkles to the customer whether eat in or takeaway • Place the chocolate flakes on the saucer • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer When serving takeaway drink, make sure you do not apply too much cream as it will be difficult to place a lid on the cup and leave the 1cm gap. Always prepare any milk before extracting coffee. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
Flakes 1
2
3
How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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MOCHA LATTE Smooth chocolaty drink with a slight coffee aftertaste.
Tools needed • Costa glass or cup or take away cup and lid • Costa saucer • Tea or latte spoon • Clean, empty milk jugs
• Calibrated thermometer • Chocolate powder and 7g scoop • Chocolate dusting • Double or triple shot group handle
How to prepare Mocha Latte? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of hot chocolate following Brand standard • Prepare a jug of frothed milk following Brand standard • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the espresso cups • While your espresso is extracting, empty the water from the glass and add hot chocolate leaving enough space for the espresso shots and an additional 1cm for milk froth • Quickly pour the espresso shots through the top of the chocolate • Top with frothed milk • Our Mocha Latte should have 1cm of froth (+/- 2mm) and milk blob on top • Offer chocolate sprinkles to the customer and apply with 3 beans stencil whether eat in or takeaway • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer A mocha latte will have a weaker aftertaste of coffee compared to a mocha. To avoid chocolate powder sticking to the bottom, ensure you add the milk into the jug before the chocolate powder. It is recommended to use a single bean stencil for a primo size eat-in. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Coffee shots (ml) EI 1 (30ml)
2 (60ml)
3 (80ml)
TA 2 (60ml) How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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CORTADO The powerful taste of Mocha Italia at its very best, perfectly complimented with a little velvety milk.
Tools needed • Double shot group handle • Costa cortado glass – 130ml or • 7oz takeaway cup and lid • Costa doppio saucer • Espresso spoon
• Napkin • Clean, empty 600ml milk jug • Calibrated thermometer • Timer
How to prepare Cortado? • Prepare a jug of textured milk to Brand standard • Prepare 2 coffee shots following tamping procedure • Lock the group handle into the coffee machine and immediately extract your shots into the glass for 10 seconds (20ml) using the manual switch and a timer • While your cortado shots are extracting, tap and gently swirl your milk until it is smooth and shiny • If you find your milk is too frothy, tip the top layer away • Steadily pour the textured milk into the centre of the coffee and wiggle the jug from side to side, gradually moving the jug backwards • Finally, pour forwards through the pattern to form a florette or heart pattern • The Cortado should have no more than 0.5cm of micro-bubble foam • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Using only the shortest of extractions ensure we get the sweetest taste out of the coffee. Texturing milk is easier if you use a cold jug. If you have the space, keep your milk jug in the fridge. Don’t keep your cortado glasses on the top of the coffee machine or heat them with hot water – the glass is fragile and will heat up very quickly. Team members can produce different latte art on top of the drink and should feel free to customise any cortado if time permits. Always prepare any milk before extracting coffee. Cortado glass
Coffee shots (ml) 2 (20ml in 10 secs) How to serve Cortado glass Doppio saucer Espresso spoon Napkin
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FLAT WHITE Intense and rich coffee mellowed with velvety smooth textured milk.
Tools needed • Triple group handle • Costa primo cup or primo takeaway cup and lid • Costa primo saucer
• Teaspoon • Clean, empty milk jug • Calibrated thermometer
How to prepare Flat White? • Prepare a jug of textured milk following Brand standard • Prepare 3 coffee shots following tamping procedure • Lock the group handle into the coffee machine and immediately extract your cortissimo shot into the cup • While your cortissimo is extracting, tap and gently swirl the milk mixture until it is smooth and velvety • Steadily pour the textured milk into the centre of the coffee and wiggle the jug from side to side, gradually moving the jug backwards • Finally, pour forwards through the wiggly shape to form a florette or a heart pattern • The Flat White should have no more than 0.5cm of micro-bubble foam • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer We only produce a flat white in a primo size as we cannot re-produce the cortissimo at larger sizes also due to caffeine content it is not really advisable to increase this in a larger size. For an extra shot extract a single ristretto and add this to the cortissimo. If time permits team members can produce different latte art on top of the drink and should feel free to customise any flat white. Texturing milk is easier if you use a cold jug. If you have the space, keep your milk jug in the fridge. Using different milk will make the drink less rich and the latte art may be less defined. For takeaway cup leave 1cm gap from the top of the cup. Remember, as we extract the cortissimo shot for 15 seconds only we have the best part of the espresso and due to more crema this drink has less caffeine than a small cappuccino for example. The caffeine content of an espresso is in the liquid part of the espresso. Primo
Primo
Coffee shots (ml)
Decaffeinated coffee shots (ml)
3 (30ml in 15 sec)
2 (60ml in 20 sec)
How to serve
How to serve
Primo cup
Primo cup
Primo saucer
Primo saucer
Teaspoon
Teaspoon
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MOCHA CORTADO Smooth chocolate drink with a rich taste of coffee.
Tools needed • Double shot group handle • Costa cortado glass or 7oz takeaway cup and lid • Costa doppio saucer • Espresso spoon • Napkin
• Clean, empty 600ml milk jugs • Calibrated thermometer • Timer • Chocolate powder and 7g scoop • Chocolate dusting
How to prepare Mocha Cortado? • Prepare a jug of hot chocolate following Brand standard • Prepare a jug of frothed milk following Brand standard • Prepare 2 coffee shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract your corto shot into the glass for 10 seconds (20 ml) using the manual switch and a timer • While your corto shot is extracting, tap and gently swirl your milk and chocolate until they are smooth and shiny • Steadily pour the frothed hot chocolate into the centre of the coffee • Top with milk froth • Offer chocolate sprinkles to the customer and apply with Costa single bean stencil whether eat in or takeaway • The Mocha Cortado should have no more than 0.5cm of foam and small milk blob on top • If takeaway place the lid on the cup – it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Using only the shortest of extractions ensure we get the sweetest taste out of the coffee. Don’t keep your cortado glasses on the top of the coffee machine or heat it with hot water – the glass is fragile and will heat up very quickly.
Cortado glass
Coffee shots (ml) 2 (20ml in 10 secs) How to serve Cortado glass Doppio saucer Espresso spoon Napkin
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CHAI LATTE Extract of black tea with aromatic spices served as a sweetened milky latte.
Tools needed • Costa glass or cup or takeaway cup and lid • Costa saucer • Teaspoon or latte spoon • Clean, empty milk jug
• Calibrated thermometer • Napkin • Chai Latte and Cinnamon powder • 7g scoop
How to prepare Chai Latte? • If using a latte glass heat it up by third filling with hot water • Third fill the second jug with milk and add chai powder and froth to Brand standard • Prepare a separate jug of frothed milk following Brand standard • Steam the chai mixture to 150°F • Empty water from the glass and add chai to within 1cm of the rim • Top with frothed milk • Our Chai Latte should have 1cm (+/- 2mm) of froth and milk blob on the top • Offer cinnamon sprinkles to the customer whether eat in or takeaway and spread evenly across the drink • If takeaway place the lid on the cup - it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer For takeaway cups leave a 1cm gap from the top of the cup.
Primo
Medio
Massimo
Chai powder scoops 600ml jug
1L jug
1.5L jug
2
3
5
How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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BABYCCINO/CHOCOLATE BABYCCINO Babyccino is a drink of frothed milk or hot chocolate. A little treat for children. It does not contain coffee.
Tools needed • Double espresso cup or takeaway cup and lid • Double espresso saucer • Espresso spoon • Clean, empty 600ml milk jug
• Calibrated thermometer • Chocolate powder and 7g scoop and chocolate dusting • Chocolate dusting • Marshmallow or flake
How to prepare a Babyccino? • Prepare a 600ml jug of frothed milk following Brand standard • Fill the cup with milk and dust with chocolate sprinkles • Place one marshmallow on the saucer
How to prepare a Chocolate Babyccino? • Prepare a 600ml jug of frothed hot chocolate following Brand standard • Fill the cup with chocolate and dust with chocolate sprinkles • Place one marshmallow or flake on the saucer The babyccino has been designed for children therefore there is no need to heat the cup with hot water. Remind customers that the milk or hot chocolate is freshly frothed and to be conscious of this when serving to a child. The milk or chocolate can be made cooler if customers request it.
Marshmallows or Flakes 1 How to serve Double espresso cup Double espresso saucer Espresso spoon
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SPECIALITY LATTE Costa latte enriched with Monin flavoured syrup: Vanilla, Caramel, Cinnamon, Gingerbread, Roasted Hazelnut.
Tools needed • Tools needed • Costa glass or cup or takeaway cup and lid • Double or triple shot group handle • Costa saucer • Teaspoon or latte spoon
• Clean, empty milk jug • Calibrated thermometer • Napkin • Monin Flavoured Syrup with 5ml pump
How to prepare Speciality Latte? • If using a latte glass heat it up by third filling with hot water • Prepare a jug of steamed milk following Brand standard • Prepare your espresso shots following our tamping procedure • Lock the group handle into the coffee machine and immediately extract shots of espresso into the cup • While your espresso is extracting, empty water from the glass and add the relevant Monin syrup flavour to the glass: – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Follow with adding steamed milk, leaving enough space for the espresso shots • Quickly pour the espresso shots through the top of the milk to produce a drop mark • Our Speciality Latte should have 1cm (+/- 2mm) of froth on top, single coffee drop mark and an even colour throughout the drink • If takeaway place the lid on the cup - it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer Takeaway primo latte has 2 shots instead of 1 as the cup is a bit bigger and this gives the drink the right balance of flavour. The espresso is poured over the milk to get an even flavour and colour throughout. Always prepare any milk before extracting coffee. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Coffee shots (ml) EI 1 (30ml)
2 (60ml)
3 (80ml)
TA 2 (60ml) How to serve Primo latte glass
Medio latte glass
Massimo cup
Medio saucer
Medio saucer
Medio saucer
Long latte spoon
Long latte spoon
Tea spoon
Napkin
Napkin
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TEA The customer should be allowed to brew the tea themselves to their personal taste but 3 minutes is the recommended time..
Traditional Everyday Tea or Decaf Tea Tools needed • Warmed primo cup or medio takeaway cup and lid • Primo saucer and tea spoon
• Tea Pot • Small milk jug
How to serve? • Place the tea bag in the tea pot and fill with hot water leaving the tag on the outside • Only fill the tea pot 2/3 full to ensure the water does not spill out of the spout when the customer is walking over to the table • Prepare a clean cup on the primo saucer with a spoon and a small jug of milk • Place everything on the tray • For takeaway place the tea bag in the cup with the string tag hanging on the outside and fill with water. Ask the customer how much milk they would like. If requested serve in a separate espresso takeaway cup and lid • Ensure the lid is fitted before handing over to the customer
Speciality Teas Tools needed • Primo latte glass or primo takeaway cup and lid • Medio saucer, napkin and long latte spoon
• Tea pot • Silk Tea pyramids
How to serve? • Fill the tea pot with hot water • Only fill the tea pot 2/3 full to ensure the water does not spill out of the spout when the customer is walking over to the table • Prepare the empty latte glass on the saucer with the napkin and latte spoon • Tea bag should be placed on the side of the saucer • Place everything on the tray • Herbal teas are not usually served with milk but it should be given if requested • For takeaway place the tea bag in the cup with the string tag hanging on the outside and fill with hot water • Ensure the lid is fitted before handing over to the customer Extra milk or extra tea bags should be given free of charge. If lemon slices are requested, place 2 on the saucer. Takeaway tea can be served in any size cup if requested. Where possible use water boiler to make tea – it will save draining water from the coffee machine. If teas are kept in the caddies provided day dots must be applied following the use by date of the outer box. For takeaway cups leave a 1cm gap from the top of the cup.
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COFFEE COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• Milk • Ice
How to prepare Coffee Cooler? • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Ice takeaway cup • Immediately fill the cup with cold milk up to the top of the 2nd line • Fill the cup up to the top with ice and pour to the blender • Add the required scoops of vanilla powder • Blend for 15 seconds or program 1 • Bang and swirl to get a smooth consistency • Pour into the Costa Ice takeaway cup • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is able to stand up in it. If a customer asks for less coffee use 1 shot less. For Decaff, extract the POD as usual. Cream and flavoured syrups can be offered as an additional extra. Flavoured syrups should be added to the blender jug: 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo.
Primo
Medio
Massimo
Coffee shots (ml) 1 (30ml)
2 (60ml)
3 (80ml)
Vanilla powder scoops 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
March 2015
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MOCHA COFFEE COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• FDL Belgian Chocolate sauce with 15ml pump • Milk • Ice
How to prepare Mocha Coffee Cooler? • Extract the required shots of espresso following the Brand standard • Pour espresso into the Costa Ice takeaway cup • Immediately fill the cup with cold milk up to the top of the 2nd line • Fill the cup up to the top with ice and pour to blender • Add the required scoops of vanilla powder • Add the required pumps of Chocolate sauce • Blend for 15 seconds or program 1 • Bang and swirl to get a smooth consistency • Pour into the Costa Ice takeaway cup • Place a lid on the drink, insert a stroon and serve to the customer Cream can be offered as an additional extra. The consistency of the drink should be thick so that the straw is able to stand up in it. If a customer asks for less coffee use 1 shot less. For Decaff, extract the POD as usual.
Primo
Medio
Massimo
Coffee shots (ml) 1 (30ml)
2 (60ml)
3 (80ml)
Vanilla powder scoops 2
3
4
Chocolate syrup pumps 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
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CARAMEL LATTE COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• Monin Caramel syrup with 5ml pump • Monin Caramel sauce • Milk • Ice
How to prepare a Caramel Latte Cooler? • Extract the required shots of espresso following the Brand standard • Pour espresso into the Costa Ice takeaway cup • Immediately fill the cup with cold milk up to the top of the 2nd line • Fill the cup up to the top with ice and pour to blender • Add the required scoops of vanilla powder • Add the required pumps of caramel syrup • Blend for 15 seconds or program 1 • Drizzle caramel sauce up the side of the cup in a spiral pattern • Bang and swirl to get a smooth consistency • Pour into the Costa Ice takeaway cup • Place a lid on the drink, insert a stroon and serve to the customer Cream can be offered as an additional extra. The consistency of the drink should be thick so that the straw is able to stand up in it. If a customer asks for less coffee use 1 shot less. For Decaff, extract the POD as usual.
Primo
Medio
Massimo
Coffee shots (ml)
1 (30ml)
2 (60ml)
3 (80ml)
Vanilla powder scoops 2
3
4
Caramel syrup pumps 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
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BELGIAN CHOCOLATE CREAMY COOLER Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• Belgian Chocolate sauce with 15ml pump • Milk • Ice • Cream
How to prepare Belgian Chocolate Creamy Cooler? • Fill the Costa Ice takeaway cup with cold milk up to the 2nd line • Fill the cup up to the top with ice and pour to the blender • Add the required scoops of vanilla powder • Add the required pumps of Belgian Chocolate sauce • Blend for 15 seconds or program 1 • Bang and swirl to get a smooth consistency • Pour into the Costa Ice takeaway cup • Add cream following the Brand standard • Drizzle Belgian chocolate sauce in a zigzag pattern on top • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is able to stand up in it. Due to the high calorie level Costa has decided not to create massimo sizes for creamy coolers.
Primo
Medio
Vanilla powder scoops 2
3 Belgian chocolate sauce pumps
2
3 How to serve
Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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RASPBERRY AND WHITE CHOCOLATE CREAMY COOLER Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop • FDL White Chocolate sauce with
15ml pump • Raspberry sauce with 15ml pump • Milk • Ice • Cream
How to prepare Raspberry and White Chocolate Creamy Cooler? • Fill the Costa Ice takeaway cup with cold milk up to the 2nd line • Fill the cup up to the top with ice and pour into the blender • Add the required scoops of vanilla powder • Add the required pumps of White Chocolate sauce • Blend for 15 seconds or program 1 • Bang and swirl to get a smooth consistency • Drizzle 1 pump (15ml) of Raspberry sauce down the inside of the cup, turning it so you get streams down the inside • Pour the white chocolate cooler into the Costa Ice takeaway cup • Add cream following the Brand standard • Drizzle with raspberry sauce in a zigzag pattern on top • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is able to stand up in it. Due to the high calorie level Costa has decided not to create massimo sizes for Creamy coolers.
Primo
Medio
Vanilla powder scoops 2
3 White chocolate sauce pumps
2
3 How to serve
Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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STRAWBERRY CREAMY COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop • Monin Strawberry puree with 15ml pump
• Milk • Ice • Cream
How to prepare Strawberry Creamy cooler? • Fill up the Costa Ice takeaway cup with cold milk up to the top of the 2nd line • Fill the cup up to the top with ice and pour into the blender • Add the required scoops of vanilla powder • Add the required pumps of Monin Strawberry puree • Blend for 15 seconds or program 1 • Bang and swirl the jug to get a smooth consistency • Pour into the Costa Ice takeaway cup • Add cream following Brand standard • Drizzle with strawberry sauce in a zigzag pattern on top • Place a lid onto the drink, insert a stroon and serve to customer The consistency of the drink should be thick so that the straw is able to stand up in it. Due to the high calorie level Costa has decided not to create massimo sizes for creamy coolers.
Primo
Medio
Vanilla powder scoops 2
3 Strawberry puree pumps
2
3 How to serve
Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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ICED FRUIT COOLER A sweet and fruity ice blended drink.
Tools needed • Costa Ice takeaway cup and lid • Stroon
• Fruit Cooler base • Ice
How to prepare Fruit Cooler? • Fill the cup with Fruit Cooler base to the 3rd line • Fill the cup up to the top with ice and pour to the blender • Blend for 15 seconds or program 1 • If the ice has not been fully blended, press P for a few seconds • Bang and swirl the jug to get a smooth consistency • Pour the contents into the cup • Place a lid on the drink, insert a stroon and serve to the customer Ensure the ice is not in big blocks as this will be harder to blend. Always check the day dot of the product before use to ensure in date. The consistency of the drink should be thick so that the straw is able to stand up in it.
Primo
Medio
Massimo
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
March 2015
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GREEN TEA LIME AND MINT FRUIT COOLER A fruity ice blended drink with flavour and aroma of fresh mint.
Tools needed • Costa Ice takeaway cup and lid • Stroon • Lime Cooler base
• Fresh Mint • Ice
How to prepare Green Tea Lime and Mint Fruit Cooler? • Fill the cup with Lime Cooler base to the 3rd line • Fill the cup up to the top with ice and pour to the blender • Add the required amount of mint leaves • Blend for 15 seconds or program 1 • If the ice has not been fully blended, press P for a few seconds • Bang and swirl the jug to get a smooth consistency • Pour the content into the cup • Garnish with fresh mint • Place a lid on the drink, insert a stroon and serve to the customer Use larger leaves from the bottom of the stem for blending and use the small tips and leaves for garnish. The consistency of the drink should be thick so that the straw is able to stand up in it.
Primo
Medio
Massimo
Mint Leaves 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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Massimo Costa Ice takeaway cup, lid and stroon
March 2015
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MINT CHOCOLATE CHIP CREAMY COOLER Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop • Mint sauce with 15ml pump • FDL Belgian Chocolate sauce with 15ml pump
• Belgian chocolate pieces with red scoop • Milk • Ice • Cream
How to prepare a Mint Chocolate Chip Creamy Cooler • Fill up the Costa Ice takeaway cup with cold milk up to the top of the 2nd line • Fill the cup to the top with ice and pour into the blender • Add the required number of scoops of vanilla powder • Add the required number of pumps of Mint sauce • Blend for 15 seconds or program 1 • If all the ice has not been blended press the Pulse button for a few seconds • Add the required number of red scoops of Belgian Chocolate pieces to the blender jug • Press and quickly release the Pulse button twice • Bang and swirl the jug to get smooth consistency • Pour into the Costa Ice takeaway cup • Add cream following Brand standard • Drizzle with Belgian Chocolate sauce in a zigzag pattern on top • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is standing up in the finished drink. Primo
Medio
Vanilla powder scoops 2
3 Mint sauce (ml)
2 (30ml)
3 (45ml)
Chocolate pieces scoops (red) 2
3 How to serve
Primo Costa Ice takeaway cup, lid and stroon
Medio Costa Ice takeaway cup, lid and stroon
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ICED FRESHLY SQUEEZED LEMONADE Tools needed • Costa Ice takeaway cup and lid • Clear straw • Freshly Squeezed Lemonade • Ice • Lemon slice
How to prepare an Iced Freshly Squeezed Lemonade • Fill the Costa Ice cup with Freshly Squeezed Lemonade to line 3 • Add ice to fill the cup • Garnish with a lemon slice • Place lid on the drink, insert a straw and serve to the customer Remember to shake the Freshly Squeezed Lemonade before pouring into the cup.
Primo
Medio
Massimo
How to serve Primo Costa Ice Medio Costa Ice Massimo Costa Ice takeaway cup, lid and straw takeaway cup, lid and straw takeaway cup, lid and straw
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ICED FRESHLY SQUEEZED PEACH LEMONADE Tools needed • Costa Ice takeaway cup and lid • Clear straw • Freshly Squeezed Lemonade
• Ice • Lemon slice • Peach sauce with 15ml pump
How to prepare an Iced Freshly Squeezed Peach Lemonade • Add the required number of pumps of Peach sauce to the Costa Ice cup • Fill the Costa Ice cup with Freshly Squeezed Lemonade to line 3 • Add ice to fill the cup • Garnish with a lemon slice • Place lid on the drink, insert a straw and serve to the customer Remember to shake the Freshly Squeezed Lemonade before pouring into the cup.
Primo
Medio
Massimo
Peach Sauce Pumps (ml) 2 (30ml) 3 (45ml) 4 (60ml) How to serve Primo Costa Ice Medio Costa Ice Massimo Costa Ice takeaway cup, lid and straw takeaway cup, lid and straw takeaway cup, lid and straw
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LEMON ICED TEA Freshly brewed tea gives great flavour and authenticity.
Tools needed • Primo Costa Ice cup and lid • Clear straw • Teapot and the Everyday Tea teabag • Lemonade sauce with 15ml pump
• Timer • Ice • Lemon slice • Fresh Mint • Latte spoon
How to prepare Lemon Iced Tea? • Place the teabag into the teapot • ¾ fill the pot with boiling water • Start the timer to brew for 45 seconds • While your tea is brewing, fill Ice Costa cup to the top with ice • Add Lemonade sauce • When the timer sounds pour the brewed tea over the ice until the cup is full • Stir thoroughly with a clean Latte spoon and add more ice if required • Garnish with a lemon slice and a fresh mint leaf • Place a lid on the drink, insert a clear straw and serve to the customer Green or decaf teabags can be used at the customer’s request. Check that the drink has ice remaining before serving. During the winter season garnish with lemon only.
Primo
Medio
Massimo
Lemonade sauce (ml) 2 (30ml)
3 (45ml)
4 (60ml)
How to serve Primo Costa Ice takeaway cup, lid and clear straw
Medio Costa Ice takeaway cup, lid and clean straw
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Massimo Costa Ice takeaway cup, lid and clear straw
March 2015
14/06/2016 17:27
PEACH ICED TEA Freshly brewed tea gives great flavour and authenticity.
Tools needed • Primo Costa Ice cup and lid • Clear straw • Teapot and the Everyday Tea teabag • Peach lemonade sauce with 15ml pump
• Timer • Ice • Lemon slice • Fresh Mint • Latte spoon
How to prepare Peach Iced Tea? • Place the teabag into the teapot • ¾ fill the pot with boiling water • Start the timer to brew for 45 seconds • While your tea is brewing, fill Ice Costa cup to the top with ice • Add Peach Lemonade sauce • When the timer sounds pour the brewed tea over the ice until the cup is full • Stir thoroughly with a clean latte spoon and add more ice if required • Garnish with a lemon slice and a fresh mint leaf • Place a lid on the drink, insert a clear straw and serve to the customer Green or decaf teabags can be used at the customer’s request. Check that the drink has ice remaining before serving. During the winter season garnish iced tea with lemon only.
Primo
Medio
Massimo
Peach lemonade sauce (ml) 2 (30ml)
3 (45ml)
4 (60ml)
How to serve Primo Costa Ice takeaway cup, lid and clear straw
Medio Costa Ice takeaway cup, lid and clean straw
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Massimo Costa Ice takeaway cup, lid and clear straw
March 2015
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BOTTLED DRINKS
Tools needed • Glass • Ice
Types of bottled drinks • Water – still and sparkling. • Soft drinks. • Juices. • Smoothies.
How to serve bottled drinks? • For each stay in bottled drink customers should be offered a glass • Team members should ask if customer wishes to have any ice • Only water glass is allowed – no latte glasses or cups should be given to customers Never use the glass when it is still hot from the dishwasher. Do not use cooler cups when serving bottled drinks to drink in. The cost of cooler cups is very high and will eat into your margin for bottled drinks and also looks less appealing.
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ICED ESPRESSO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin
• Costa Shaker • Monin Gomme syrup with 5ml pump • Ice • Double shot group handle
How to prepare an Iced Espresso? • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 1 pump (5ml) for solo, 2 (10ml) for doppio • Fill the Costa Shaker with ice to the 2nd line (Corto/Cortado measure) • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. It is recommended to sweeten the drink but it can be made without the Gomme syrup.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20sec)
2 (60ml in 20sec) How to serve
Cortado glass,doppio saucer, espresso spoon and napkin
Cortado glass,doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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ICED ESPRESSO MACCHIATO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin • Clean jug with calibrated thermometer
• Costa Shaker • Monin Gomme syrup with 5ml pump • Ice & Milk • Teaspoon • Double shot group handle
How to prepare an Iced Espresso Macchiato? • Prepare a jug of frothed milk • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 1 pump (5ml) for solo, 2 (10ml) for doppio • Fill the Costa Shaker with ice to the 2nd line (Corto/Cortado measure) • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • Add 2 spoons of dry milk froth on top of the drink • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. Remember that macchiato means ‘marked’ in Italian and refers to the mark of milk froth added - do not top up the glass with frothed milk.
Solo
Doppio
Coffee shots (ml) 1 (30ml in 20sec)
2 (60ml in 20sec) How to serve
Cortado glass,doppio saucer, espresso spoon and napkin
Cortado glass,doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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ICED RISTRETTO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin • Timer
• Costa Shaker • Monin Gomme syrup with 5ml pump • Ice • Double shot group handle
How to prepare an Iced Ristretto? • Extract the required shots of espresso following Brand standard (20ml in 15 sec or 40ml in 15sec) • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 1 pump (5ml) for solo, 2 (10ml) for doppio • Fill the Costa Shaker with ice to the 2nd line (Corto/Cortado measure) • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. It is recommended to sweeten the drink but it can be made without Gomme syrup.
Solo
Doppio
Coffee shots (ml) 1 (20ml in 15sec)
2 (40ml in 15sec) How to serve
Cortado glass,doppio saucer, espresso spoon and napkin
Cortado glass,doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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ICED AMERICANO
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Ice
• Monin Gomme syrup with 5ml pump • Chilled drinking water in the blue jug • Double or triple shot group handle
How to prepare an Iced Americano? • Extract the required shots of espresso following Brand standard • For massimo size use 2 double group handles to ensure correct amount of liquid • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Fill the Costa Shaker with ice to the 2nd line following size measurements (Primo/Medio/Massimo) • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold water to the 3rd line • Add ice to the 4th line • Gently pour the shaken espresso into the cup so it floats on top of the water • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee use 1 shot less. If a decaf iced Americano is requested follow the recipe but use a decaf pod following Brand standard. It is recommended to sweeten the drink but it can be made without the Gomme syrup. Milk can be added to the drink if requested by a customer. Leave the gap in the cup and pour the agreed amount of milk on the top of the Iced Americano. If milk is requested by a customer leave a gap in customer’s cup and pour the agreed amount of milk on the top of the drink. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
April 2015
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ICED CAPPUCCINO
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Clean jug with calibrated thermometer • Monin Gomme syrup with 5ml pump
• Ice & Milk • Teaspoon • Chocolate dusting • Costa stencil • Double or triple shot group handle
How to prepare an Iced Cappuccino? • Prepare a jug of frothed milk • Extract the required shots of espresso following Brand standard • For massimo size use 2 double group handles to ensure correct amount of liquid • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Fill the Costa Shaker with ice to the 2nd line following size measurements (Primo/Medio/Massimo) • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold milk to the top of the 1st line • Add ice to the 3rd line • Gently pour the shaken espresso into the cup so it floats on top of the milk leaving a 2cm space at the top • Add dry milk froth to the top of the drink with a spoon • Offer chocolate sprinkles to the customer and apply with a Costa stencil • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee use 1 shot less. It is recommended to sweeten the drink but it can be made without the Gomme syrup. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
April 2015
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ICED LATTE
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker
• Monin Gomme syrup with 5ml pump • Ice & Milk • Double or triple shot group handle
How to prepare an Iced Latte? • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Shaker • Add Monin Gomme syrup – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Fill the Costa Shaker with ice to the 2nd line following size measurements (Primo/Medio/Massimo) • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold milk to the top of the 3rd line • Add ice to the 4th line • Gently pour the shaken espresso into the cup so it floats on top of the milk • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee use 1 shot less. It is recommended to sweeten the drink but it can be made without Gomme syrup.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
2 (60ml)
3 (80ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
April 2015
14/06/2016 17:27
ICED FLAVOURED LATTE
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker
• Monin syrup with 5ml pump • Ice & Milk • Double or triple shot group handle
How to prepare an Iced Flavoured Latte? • Extract the required shots of espresso following Brand standard • Pour the espresso into the Costa Shaker • Add flavoured Monin syrup that customer requested – 2 pumps (10ml) for primo, 3 (15ml) for medio and 4 (20ml) for massimo • Fill the Costa Shaker with ice to the 2nd line following size measurements (Primo/Medio/Massimo) • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold milk to the top of the 3rd line • Add ice to the 4th line • Gently pour the shaken espresso into the cup so it floats on top of the milk • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee use 1 shot less.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
2 (60ml)
3 (80ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
April 2015
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ICED MOCHA
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Latte spoon
• FDL Belgian Chocolate sauce with 15ml pump • Ice & Milk • Double or triple shot group handle
How to prepare an Iced Mocha? • Extract the required shots of espresso following Brand standard • For massimo size use 2 double group handles to ensure correct amount of liquid • Pour espresso into the Costa Shaker • Add the required number of pumps of Belgian Chocolate sauce • Use a latte spoon to dissolve the chocolate sauce • Fill the Costa Shaker with ice to the 2nd line • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with cold milk to the top of the 3rd line • Add ice to the 4th line • Gently pour the shaken coffee into the cup • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. If a customer asks for less coffee, use 1 shot less. This will make the drink more milky and less rich in flavour.
Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
Belgian Chocolate sauce pumps (ml) 2 (30ml)
3 (45ml)
4 (60ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED CHOCOLATE
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Clean jug with calibrated thermometer
• FDL Belgian Chocolate sauce with 15ml pump • Ice & Milk • Latte spoon
How to prepare an Iced Chocolate? • Prepare a jug of steamed milk • Pour hot milk to the 1st line following size measurements (Primo/Medio/Massimo) • Add the required number of pumps of Belgian Chocolate sauce to the Costa Shaker • Use a latte spoon to dissolve the chocolate sauce • Add cold milk to the Costa Shaker to the 3rd line • Fill the Costa Shaker with ice to the 4th line • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with ice to the top of the 4th line • Gently pour the shaken chocolate into the cup • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the custome Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. Cream can be offered as an additional extra.
Primo
Medio
Massimo
Belgian Chocolate sauce pumps (ml) 2 (30ml)
3 (45ml)
4 (60ml)
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED CHAI LATTE
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Costa Shaker • Clean jug with calibrated
thermometer • Costa Chai powder with 7g scoop • Ice & Milk • Latte spoon
How to prepare an Iced Chai Latte? • Prepare a jug of frothed milk • Pour hot milk to the 1st line following size measurements (Primo/Medio/Massimo) • Add the required number of leveled scoops of Costa Chai powder to the Costa Shaker • Use a latte spoon to dissolve the Chai powder • Add cold milk to the Costa Shaker to the 3rd line • Fill the Costa Shaker with ice to the 4th line • Place the lid on the shaker and shake vigorously for 5 seconds • Fill the cup with ice to the top of the 4th line • Gently pour the shaken chai into the cup • Top up with ice if required • Place a lid on the drink, insert a straw and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on.
Primo
Medio
Massimo
Chai powder scoops 2
3
4
How to serve Primo Costa Ice takeaway cup, lid and straw
Medio Costa Ice takeaway cup, lid and straw
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Massimo Costa Ice takeaway cup, lid and straw
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ICED CORTADO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin • Timer
• Costa Shaker • Monin Gomme syrup with 5ml pump • Ice & Milk • Double shot group handle
How to prepare an Iced Cortado? • Prepare 2 shots of coffee following Brand standard • Extract the coffee shots into a double espresso cup (20ml in 10sec) using a manual extraction button • Pour the corto into the Costa Shaker • Add 1 pump of Monin Gomme syrup • Fill the Costa Shaker with cold milk to the 2nd line (Corto/Cortado measure) • Add ice to the 3rd line • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. Shaking the coffee and milk together creates the creamy textured style milk known in the hot version of this drink. It is recommended to sweeten the drink but it can be made without the Gomme syrup.
Cortado
Cortado
Coffee shots (ml)
Decaffeinated coffee shots (ml)
2 (20ml in 10sec)
2 (20ml in 10sec)
How to serve
How to serve
Cortado glass, doppio saucer, espresso spoon and napkin
Cortado glass, doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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ICED MOCHA CORTADO
Tools needed • Costa cortado glass or 7oz takeaway cup and lid • Doppio saucer and espresso spoon • Napkin • Latte spoon
• Costa Shaker • FDL Belgian Chocolate sauce with 15ml pump • Ice & Milk • Double shot group handle • Timer
How to prepare an Iced Mocha Cortado? • Prepare 2 shots of coffee following Brand standard • Extract the coffee shots into a double espresso cup (20ml in 10sec) using a manual extraction button • Pour the corto into the Costa Shaker • Add 1 pump of Belgian Chocolate sauce • Use a latte spoon to dissolve the chocolate sauce • Fill the Costa Shaker with cold milk to the 2nd line (Corto/Cortado measure) • Add ice to the 3rd line • Place the lid on the shaker and shake vigorously for 5 seconds • Third fill the glass with ice or add ice to the middle of the “C” in the takeaway cup • Pour the shaken coffee over the ice • If takeaway place a lid on the drink and serve to the customer Make sure the Costa Shaker is clean to ensure a good seal when lid is placed on. Shaking the coffee and milk together creates the creamy textured style milk known in the hot version of this drink.
Cortado
Cortado
Coffee shots (ml)
Decaffeinated coffee shots (ml)
2 (20ml in 10sec)
2 (20ml in 10sec)
How to serve
How to serve
Cortado glass,doppio saucer, espresso spoon and napkin
Cortado glass, doppio saucer, espresso spoon and napkin
7oz takeaway cup and lid
7oz takeaway cup and lid
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RECIPE MATRIX Mocha Italia / Limited Roast
Drink size
Coffee shots
Millilitres
Extraction time
1
30ml
20sec
2
60ml
20sec
Solo
1
20ml
15sec
Doppio
2
40ml
15sec
1
30ml
20sec
2
60ml
20sec
Primo
2
60ml
20sec
Medio
3
80ml
35sec
Massimo
4
120ml
2x20sec
Primo
2
60ml
20sec
Medio
3
80ml
35sec
Massimo
4
120ml
2x20sec
EI1 TA 2 2
EI 30ml TA 60ml 60ml
3
80ml
35sec
Primo
2
60ml
20sec
Medio
3
80ml
35sec
4
120ml
2x20sec
Primo
3
30ml
15sec
Cortado / Mocha Cortado Cortado
2
20ml
10sec
Espresso Solo Doppio Ristretto
Macchiato Solo Doppio Americano
Cappuccino
Latte / Mocha Latte Primo Medio Massimo
20sec 20sec
Mocha
Massimo Flat white
Points to remember: • Always use 2 double shot group handles to extract 4 shots of espresso (2x60ml =120ml). Using the triple shot plus 1 single espresso is not allowed as it results in less coffee being extracted (only 110ml). • Group handles should never be used from cold as this will make the espresso taste bitter • If your group handle is cold, warm the empty handle by locking it into the group head and running water through it for 5 seconds • You should leave your group handles (with washed coffee from the previous extraction) in the group head until the next order. Leaving the group handle in empty will make the handles too hot and result in fresh grind being burnt • Only prepare coffee shots if you intend to use them immediately. Leaving shots in the group handle on the side will affect the aroma and taste due to being left out in the air • If you leave the group handle with fresh coffee locked in the coffee machine – heat will affect it and the coffee will taste burnt • Remember to clean the dosing chamber at least once a day with a brush to ensure old grind does not get stuck on the chamber walls effecting the weight of your shots or contaminate freshly ground coffee
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RECIPE MATRIX Decaffeinated Pods
Drink size
Decaf podsshots
Coffee shots
Millilitres
Extraction time
1
1
30ml
20sec
1
2
60ml
20sec
Solo
1
1
20ml
15sec
Doppio
1
2
40ml
15sec
1
1
30ml
20sec
1
2
60ml
20sec
Primo
1
2
60ml
20sec
Medio
2
3
90ml
2x20sec
Massimo
2
4
120ml
2x20sec
Primo
1
2
60ml
20sec
Medio
2
3
90ml
2x20sec
Massimo
2
4
120ml
2x20sec
Primo
1 1
EI 30ml TA 60ml 60ml
20sec
Medio
EI1 TA 2 2
Massimo
2
3
90ml
2x20sec
Primo
1
2
60ml
20sec
Medio
2
3
90ml
2x20sec
2
4
120ml
2x20sec
Primo
1
2
60ml
20sec
Cortado / Mocha Cortado Cortado
1
2
20ml
10sec
Espresso Solo Doppio Ristretto
Macchiato Solo Doppio Americano
Cappuccino
Latte / Mocha Latte
20sec
Mocha
Massimo Flat white
Points to remember: • Each pod produces 2 shots of espresso • To get a triple shot, use 2 separate pods and extract a double espresso and 2 single espressos. Use the double espresso plus 1 single espresso. The fourth shot should be discarded • Always use a warm red group handle with a pod basket and ensure to keep the handle away from the other handles so it does not touch any coffee grind • Clean the group head you wish to use by flushing it for 2 seconds to remove any caffeine residue to avoid cross contamination • The pod has small raised dots on one side; this indicates the top of the pod and should be put in the handle with these facing up to allow the hot water to run through the coffee rather than the side resulting in a more watery extraction • The pods have a solid cake which shouldn’t be disturbed or broken up by storing them in a container where they need to be pushed or squashed
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SEASONAL
Seasonal Aug
ust
3 1 1
January
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SPECIALITY CAPPUCCINO A perfect combination of rich coffee blended with milk and cocoa-dusted froth enriched with sweet syrup.
Tools needed • Costa cup or takeaway cup and lid • Costa saucer • Teaspoon • Clean, empty milk jug
• Calibrated thermometer • Monin syrup with 5ml pump • Costa Magic Cocoa dusting
How to prepare Speciality Cappuccino • Prepare a jug of froth milk following Brand standard • Add the Monin syrup to the cup: – 2 pumps for primo, 3 for medio and 4 for massimo • Prepare coffee shots following tamping procedure • For massimo size use 2 double group handles to ensure correct amount of liquid • Lock group handle into the coffee machine and immediately extract shots of espresso into the cup • While your espresso is extracting, bang and swirl the milk • Gently rolling the espresso in the cup before adding the milk will help to achieve a crema ring • Steadily pour the milk in the centre of the espresso keeping the jug low to the cup • The Cappuccino should have 1/3 froth, 1/3 of milk and 1/3 of coffee and at least half of a crema ring around the edge • Offer the customer Costa Magic Cocoa sprinkles and apply with a Costa stencil whether eat in or takeaway • If takeaway place the lid on the cup - it is a health and safety requirement to fit takeaway lids to all drinks before handing them over to the customer A ring of crema allows customers to taste coffee from the first sip of their drink. Always prepare any milk before extracting coffee to allow milk to settle and achieve the correct consistency once bang and swirled. Coffee extracted last will ensure the best quality and taste at all times. Using different milk will make the drink less creamy. For takeaway cups leave a 1cm gap from the top of the cup. Primo
Medio
Massimo
Coffee shots (ml) 2 (60ml)
3 (80ml)
4 (2x60ml)
How to serve Primo cup
Medio cup
Massimo cup
Primo saucer
Medio saucer
Medio saucer
Tea spoon
Tea spoon
Tea spoon
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BELGIAN CHOCOLATE CREAM Tools needed • Fresh whipping cream • Clean cream canister • Gas bulb
• FDL Belgian Chocolate sauce with 15ml pump
How to prepare a Belgian Chocolate Cream • Half fill the clean canister with whipping cream • Add 4 pumps (60ml) of Belgian Chocolate sauce to the cream canister • Screw the lid on firmly • Shake the canister upside down for 10 seconds • Place a gas bulb into the holder and carefully screw into position • Shake the canister upside down for 30 seconds • Dispense a portion of whipped cream into a cup in a zigzag motion • Using the correct size nozzle will dispense the correct amount of cream
How to store whipped cream • Once made day dot the cream canister with 24 hours only with date and time • Day dot the opened cream bottle with 3 days or expiry date, depending which comes first • The cream canister and the opened cream bottle should be stored in the fridge • Fridge temperature should never exceed 8°C To really finish off our drinks, Belgian Chocolate cream adds extra richness. Before taking the lid off an empty canister, ensure you dispense all the gas from the canister. Ensure to clean the cream canister between uses.
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CARAMEL FUDGE CREAMY COOLER
Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop
• Caramel fudge sauce with 15ml pump • Milk & Ice • Cream • Caramel Fudge pieces
How to prepare a Caramel Fudge Creamy Cooler • Fill up the Costa Ice takeaway cup with cold milk up to the top of the 2nd line • Fill the cup to the top with ice and pour into the blender • Add the required number of scoops of vanilla powder • Add the required number of pumps of Caramel Fudge sauce • Blend for 15 seconds or program 1 • Bang and swirl the jug to get a smooth consistency • Pour into the Costa Ice takeaway cup • Add cream following Brand standard • Sprinkle caramel fudge pieces on top • Place a lid on the drink, insert a stroon and serve to the customer The consistency of the drink should be thick so that the straw is standing up in the finished drink.
Primo
Medio
Vanilla powder scoops 2
3
Caramel Fudge sauce pumps (ml) 2 (30ml) 3 (45ml) How to serve Primo Costa Ice Medio Costa Ice takeaway cup, lid and stroon takeaway cup, lid and stroon
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DOUBLE CHOCOLATE COOKIE MOCHA Tools needed • Costa Ice takeaway cup and lid • Stroon • 2014 Vanilla powder with purple scoop • Chocolate cream
• FDL Belgian Chocolate sauce with 15ml pump • Milk • Ice • Cookie crumb with red scoop
How to prepare a Double Chocolate Cookie Mocha • Extract the required shots of espresso following the Brand standard • Pour espresso into the Costa Ice takeaway cup • Fill the Costa Ice takeaway cup with cold milk up to the 2nd line • Fill the cup up to the top with ice and pour to the blender • Add the required scoops of vanilla powder • Add the required pumps of Belgian Chocolate sauce • Blend for 15 seconds or program 1 • Add the required red scoops of cookie crumb to the blender and replace the lid • Press and quickly release the Pulse button twice • Bang and swirl to get a smooth consistency • Pour the drink into the Costa Ice takeaway cup • Add chocolate cream following Brand standard • Drizzle Belgian Chocolate sauce in a zigzag pattern on top • Place a lid on the drink, insert a stroon and serve to the customer If a customer asks for less coffee, agree with the customer how many shots they would like. Check if all ice has blended before adding cookie crumb. If all the ice has not blended press the Pulse button for a few seconds. The consistency of the drink should be thick so that the straw is able to stand up in it. Primo
1 (30ml) 2 2 (30ml) 2 Primo Costa Ice takeaway cup, lid and stroon
Medio
Coffee Shots 2 (60ml) Vanilla powder scoops 3 Chocolate sauce pumps (ml) 3 (45ml) Cookie crumb scoops (red) 3 How to serve Medio Costa Ice takeaway cup, lid and stroon
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Massimo
3 (80ml) 4 4 (60ml) 4 Massimo Costa Ice takeaway cup, lid and stroon
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ICED PINEAPPLE COCONUT WATER
Tools needed • Costa Ice takeaway cup and lid • Clear straw • Pineapple Coconut Water
• Ice • Lemon slice
How to prepare an Iced Pineapple Coconut Water • Fill the Costa Ice cup with Pineapple Coconut Water to line 3 • Add ice to fill the cup • Garnish with a lemon slice • Place lid on the drink, insert a straw and serve to the customer Remember to shake the Pineapple Coconut Water before opening.
Primo
Medio
Massimo
Primo Costa Ice takeaway cup, lid and straw
How to serve Medio Costa Ice takeaway cup, lid and straw
Massimo Costa Ice takeaway cup, lid and straw
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SUPERDAY SMOOTHIES Apple, Kiwi & Green Melon Pineapple, Melon, Mango & Passion fruit Strawberry, Watermelon & Red grapes
Tools needed • Costa Ice lid • SuperDay Smoothie cup • Apple & Banana juice • Stroon • Ice
How to store a SuperDay Smoothie • Turn each SuperDay Smoothie cup upside down before applying Costa Ice lid and placing into the chilled display • Ensure some SuperDay Smoothies are also kept in a fridge behind the counter
How to prepare a SuperDay Smoothie • Take the SuperDay Smoothie cup from the customer • Remove the lid; remove and discard the film • Pour fruit from the cup into the blender • Add Apple & Banana juice to the 1st line • Fill ice to the 3rd line and pour into blender • Blend for 15 seconds • Pour the contents back into the cup • Place a lid on the drink, insert a stroon and serve to the customer Remember to shake the Apple & Banana juice before pouring into the cup Ensure the ice is not in big blocks as this will be harder to blend. Always check use by date to ensure the fruit is at its best. The consistency of the drink should be frothy and free flowing
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EQUIPMENT
Equipment
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GRIND – MINI MAZZER GRINDER Using electronic grinders ensures that the coffee is ground on demand and it is always fresh for each drink. The mini Mazzer grinder must only be used for Limited roast to avoid mixing blends.
The grind check must be conducted before the dose check.
Tools needed • Electronic Scales • Digital timer • 2x measuring beakers • Double espresso cup or cortado
takeaway cup • Grey handled double group handle • Telescopic tamper on main grinder
How to check the grind on the mini Mazzer grinder? • Place the espresso cup/cortado takeaway cup on the weighing scales and zero the weight • Pressing the 2 shot button (1 cup symbol), on the grinder, place the espresso cup/cortado takeaway cup under the chamber and allow the coffee to extract • Place the cup on the scale with the coffee inside • It should weigh 14g. If it’s too heavy, remove some coffee and re-weigh until 14g • If it’s too light, put the cup back under the chamber and using the manual button, dose more coffee • Repeat this process until 14g is achieved • Empty the coffee into the grey handled group handle then level, tamp and wipe • Check the grind in the usual way, using a timer, extracting into beakers • 30ml of liquid should be received in 20 seconds. There are no allowances in this check • If the coffee is too coarse, or too fine adjust in the usual way by moving the collar on the grinder • Repeat the above steps 1 to 9 until the perfect extraction is correct Always use the telescopic tamper on the main grinder - discard the hand held tamp delivered with mini Mazzer grinder. Ensure the blades are running when adjusting the collar, this can be done pressing the manual grinding button. Minimum 3 grind checks should be done daily and recorded on the heartbeat sheets. For stores serving takeaway only, please use takeaway cortado cups to complete the Grind check.
Display
Menu button
Double shot button
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Grind time adjustment buttons
Triple shot button
Push button for manual grinding
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DOSE – MINI MAZZER GRINDER The second step of the perfect espresso is the dose. The correct dose weights: 14 grams for 2 shots (1 cup button) and 21 grams for 3 shots (2 cups button).
The dose check must be conducted after the grind has been set.
Tools needed • Napkin • Electronic scales
How to set up dose buttons for the first time? • Fill hopper with Old Paradise Street Limited Roast beans and press manual button and grind through a little amount of coffee • To set a 14g shot, press and hold the menu button for 3 seconds until display flashes, then press the 1 cup button. Using the + button set the time to approximately 16-18 seconds, press and hold the menu button again to save the grinding time • To set a 21g shot, press and hold the menu button for 3 seconds until display flashes, then press the 2 cup button. Using the + button set the time to approximately 25-28 seconds, press and hold the menu button again to save the grind time. These are approximate set times and can be adjusted to the correct grind times by following the below daily store procedure
How to check the dose on the mini Mazzer grinder? • Weigh a folded napkin and zero the scales • Using the hopper lid as a support, place the napkin unfolded over it • Dispense double shot (1 cup button) on the napkin • Fold napkin into a parcel and weigh on the scales. It should weigh 14g • If it is not 14g the grind time will need adjusting • To adjust the grind time: − Press the menu button until the display flashes − Select the 1 cup button. Then press either + or - button to increase or decrease the grind time − An approximate change of 1 second is equivalent to a dose change of 1.5 grams − This will consequently increase or decrease the selected dose − Press the menu button again for 3 seconds to confirm the changes made • Once you have adjusted the time repeat the process until you get 14g • Follow the same procedure for a triple shot (2 cups button). It should weight 21g • This check must be done once a day and is ideally done early in the morning before trade and should be recorded on the heartbeat sheet. Record the double shot and triple shot separately on the heartbeat sheet on the dose section If your dose is too heavy or too light the quality of the espresso will be affected and this could mean you are using more coffee than you need to. As there is no dosing chamber on these grinders any coffee dispensed must be thrown away. All takeaway drinks made with Limited Roast are to be served with black takeaway lids at all times.
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HEARTBEAT SHEETS Heartbeat sheets can help you to monitor changes in grind and dose and rectify any problems before it impacts our customers.
Tools needed • Heartbeat Sheets for relevant blend
• Pen
How to record grind and dose checks? • When you have completed the first grind check you must record it on the heartbeat sheet • You must make a cross on the graph to indicate how much espresso was dispensed in 20 seconds • Record this before any adjustments are made, i.e. if first check is 38ml this is where you would mark the sheet, not 30ml when you have adjusted it • You must record at least 3 checks daily based on a standard store trading 8-9 hours daily (6 for 24 hour stores) • These should be spread out throughout the day and additional checks done if needed • If you do not have a second grinder you could use the spare sheet for additional checks • Whoever conducts the checks must record the time and put their initials in the box • Stores must record 1 dosage check daily • Record what the first weight is, not what it is after adjustments • At the end of every week a member of the management team must review the sheets and sign to confirm they are fully completed • Ensure they are kept and filed for 4 weeks
Changes in trade patterns and atmospheric changes can affect the grind more frequently. The heartbeat sheet will help you to identify certain times of the day it may need closer attention. If there are big fluctuations it may be an indication your blades may need changing. Ensure you check the grind regularly or when the flow of the espresso changes. Checking your grind at the same times everyday does not mean your grind will be correct throughout the day.
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Always use pen not pencil and keep the sheets near the grinder to ensure all checks are recorded. If a check is missed do not fill it in, highlight it on the sheet and pick up with the shift leader to understand why. Heartbeat sheets can be signed off at the end of the week by store manager, store management team or any member of store team.
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THERMOMETERS Calibrated thermometers should read 30°F to 34°F in iced water.
If thermometers are not calibrated they will give you inaccurate readings and you could be giving customers drinks that are either too hot or too cold. This will affect the quality of their drink.
Tools needed • Iced Water in a paper or plastic cup/container
• Spanner/Pliers • Metal Thermometer clip
How to calibrate a thermometer • Fill the plastic or paper cup first with ice to the top of the cup followed by 1/3 of cold water • Attach all available thermometers by using metal thermometer clip to the side of the cup ensuring that the bottom of the thermometer does not touch the bottom of the cup resulting in an incorrect reading • Leave them for a couple of minutes until the needle stops moving • The thermometers should read 32°F/0°C +/- 2°F • If the thermometer reads less than 32°F then drinks will be too cold and if it reads more than 32°F it will be too hot • If reading is incorrect you should re-set the thermometer; whilst keeping the probe in the water grip the nut on the underside of the thermometer with pliers or a spanner and turn it to read the correct temperature • The calibration of all available milk thermometers should be completed three times a week as a minimum and recorded into your compliance log book • Make the calibration check part of the opening procedure in store to ensure compliance Never use a metal jug to check milk thermometers – metal conducts heat/cold differently and your temperature reading can be incorrect. As best practise you can use your digital probe to ensure your water/ice mix is at 0°C when calibrating your thermometers.
How to look after the milk thermometers? • Use sanitising wipes or a damp cloth with sanitising solution (UK: Desguard 20) to clean probes • Do not clean thermometers in the dishwasher as they may break or need recalibrating • If the nut turns too easily on the underside your thermometer probably needs replacing as the mechanism is not working correctly • If the thermometer probe is bent it will not give a correct reading and the thermometer needs to be replaced
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ELECTRONIC PROBE Calibrated probe should read -1°C to +1°C in iced water
Tools needed • Iced water in a paper or plastic cup/container
How to calibrate an electronic probe? • For cold reading: fill a plastic or paper medio cup with ice and half fill with cold water • Leave to chill for a few minutes • Insert the probe and leave a moment to stabilize • The probe should give a reading of between -1°C and +1°C • Record readings in the Costa Compliance Log Book • For readings outside of the required range repeat the procedure, if still incorrect replace the battery and repeat the procedure again. If still incorrect replace or repair the electronic probe
To sanitize probe: • Use probe wipes or • Spray a piece of blue cloth with approved sanitizer, wipe all round the probe and leave for contact time before using It is important that all your probes are checked for accuracy at least once a week. Each probe should be calibrated weekly.
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AUTOMATIC BUTTONS CALIBRATION Semi automatic buttons are calibrated to dispense the correct espresso shot. They should be tested monthly.
Setting semi-automatic buttons by store teams is possible for Marisa machine only. For Futura, Valina & Vintage machines calibration can be done by the engineer.
Tools needed • 2x plastic measuring beakers • Appropriate group handle
• 7g scoop • Calibration key
How to calibrate automatic buttons for the Marisa machine? • You must complete a grind and dose check following Costa Brand standard before you can calibrate your automatic buttons • Switch off the coffee machine • Place calibration key in the calibration slot and turn to the “On” position • Switch on the coffee machine – buttons are now ready to calibrate • Starting from the right hand side of the machine, choose the button you wish to calibrate and for how many shots • Ensuring you have completed your grind and dose check, dispense the required espresso shots into the chosen group handle • Tamp and immediately insert into the group head • Place the measuring beakers under the group handle • Press the Prog/Stop button – all four lights will light up • Press the button you wish to calibrate • Stop the flow of coffee when you have reached the correct volume of liquid in the measuring beakers: – 2 shots handle 30ml ± 2ml and for 3 shots handle 40ml ± 2ml • Set up another two buttons to the right amount of liquid following same procedure • When the buttons are set to Brand standard volume move the calibration key to the ‘off’ position • Switch the coffee machine off and then back on again • Calibration of the semi-automatic buttons is complete. The coffee machine will automatically programme the other buttons on the machine Calibrate the far right buttons first – this will automatically transfer the setting to the other buttons on the machine when you switch it off and then on again. Semi-automatic buttons should be tested monthly for consistency on every type of coffee machine. As a best practice semi-automatic buttons should be tested whilst completing the required monthly store Costa Check.
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WARMED, CLEAN CUPS Producing drinks into warmed, clean cups is essential in order to deliver an irresistible coffee experience to our customers.
Keeping your cups clean • All drinks served at Costa should be prepared into clean, undamaged • Costa cups or glasses • Check glassware/crockery and discard if it has chips, cracks or heavy scoring • Cups and glasses should be washed in the dishwasher fully stocked with washing chemicals and dishwasher salt • Only chemicals approved by Costa can be used • Cups and glasses can be rinsed before being placed in the dishwasher • For the best results do not stack up cups on the dishwasher tray
Keeping your cups warm • Do not stack cups more than two cups high as there is risk of them falling off • Stacking them so all the handles face the same way will mean you can get more on • Cups must be kept on top of the coffee machine upside down to prevent foreign bodies falling in to the cup and also to keep the heat in the cup • All types of cups should be neatly kept in rows on top of the machine • Latte glasses need additional warming as the base of the glass cools quickly • Busier stores may choose to store latte glasses on shelving near to the coffee machine which is acceptable as long as you heat them with hot water before use. • If stores re-stock the top of the Lisa/Marisa machine with cold cups the manual warming button can be used to warm the cups quickly • If this switch is used, remember to switch it off when the cups are warmed, as they will get quite hot if it is left on • In Futura/Valina/Vintage machines the top of the machine is heated. • Takeaway cups must not be stored on top of the coffee machine as the heat affects the quality of the cup
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BROKEN GLASS OR CROCKERY How to deal with a glass or crockery breakage behind the counter • Notify the shift runner • Stop activities in and around the area, such as food or drink preparation and/or use of glassware and crockery • Carefully examine all nearby surfaces and equipment, including glassware and crockery for pieces of broken glass or porcelain • Discard any open food or drink in the affected area and record it as waste • Wearing gloves or using tongs remove broken fragments from glassware or crockery then wash and dry it thoroughly • Carefully clean up glass/porcelain into a dustpan, transfer to a suitable container (box or paper bag) and carefully take it to external waste storage • Wipe all areas in affected area with wet paper towel, including shelves and the floor. Dispose of the towel carefully • The shift runner must inspect the affected area after it has been cleaned • Record the incident in the Compliance Log Book or equivalent
How to deal with a glass or crockery breakage in the dishwasher • Notify the shift runner • Carefully examine and remove any remaining glassware and crockery from the dishwasher • Wearing gloves or using tongs carefully clean up large glass/crockery fragments into a suitable container (box or paper bag) and carefully take it to the external waste storage • Switch off the dishwasher and wait until the water has been drained • Wipe inside with a damp blue roll, including the sides, ceiling, doors and drainage hole. Dispose of the blue roll carefully • Switch on the dishwasher and run a cycle through, empty to remove any fragments in the system • Remove broken glass/fragments from glassware and crockery then wash and dry it thoroughly • The shift runner must inspect the affected area before you use it again • Record the incident in the Compliance Log Book or equivalent
How deal with a glass or crockery breakage by the ice machine / ice wells • Notify the shift runner • Using a plastic scoop remove all ice from the ice machine, place it in the sink and melt it by running water through it • Wipe inside the ice machine with wet blue roll, including the ice dispenser, walls and floor. Dispose of blue roll carefully • After the ice has melted, carefully remove any large pieces of glass or crockery fragments from the sink, transfer them to a suitable container (box or paper bag) and carefully take it to the external waste storage • Wipe the sink with wet blue roll and dispose of towel carefully • The shift runner must inspect the ice machine and sink after they have been cleaned • Record the incident in the Compliance Log Book or equivalent
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TRAVEL MUGS Travel mug prevents using a disposable takeaway cup and is good for the environment. All proceeds from the sale of a Costa travel mug goes to the Costa Foundation charity.
How to use travel mug? • Travel mugs can be used for all hot drinks and iced drinks • Costa travel mugs are based on a 16oz medio size • When a customer brings their mug in to the store, team members should explain the cup is a medio size and a medio size drink should be suggested to be purchased • A primo sized drink will come up to the top of the ‘A’ of COSTA on the outside of the cup • When making drinks in to a travel mug stores should decant any shots of espresso in to the cup and add any necessary milk • Drinks should not be prepared in a takeaway cup and then poured into the travel mug • Stores must ensure travel mugs are clean before use • If a Costa travel mug needs cleaning before use, stores should rinse the cup out using hot water from a sink. It must NOT be placed in the dishwasher as this will affect the integrity of the cup • Travel mugs that are not Costa branded should be accepted
Drink sizes Medio
Primo
A medio sized drink will come up to the mug screw.
A primo sized drink will come up to the top of the ‘A’ of COSTA on the outside of the cup.
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NON-COSTA TRAVEL MUGS
Lidded travel mugs that are not Costa branded should be accepted in all Costa stores.
A reusable travel cup is designed to keep the drink either hot or cold for longer and also saves the use of a disposable cup, which in turn helps the environment
How to serve the customer with their own travel mug • Lidded travel mugs can be used for all hot and cold drinks • When a customer brings their lidded travel mug into the store you should estimate the cup size and suggest the appropriate drink size • The most common sizes of travel mugs are 12oz (Costa Primo) or 16oz (Costa Medio) but different sizes are also available – please refer to below table for guidance • If you are uncertain of the mug size suggest a Primo sized drink • Confirm with the customer that they are happy with your suggestion • Only when agreed should you continue with the order • Ensure travel mugs are clean before use • If a lidded travel mug needs cleaning before use, you should rinse the cup out using hot water from a sink. It must NOT be placed in the dishwasher as this will affect the integrity of the cup • When making drinks in a lidded travel mug you should decant any shots of espresso into the cup and add any necessary milk • Drinks should not be prepared in a takeaway cup and then poured into the lidded travel mug
Takeaway cup size Costa takeaway cup size
Volume
Espresso
4oz
Cortado
7oz
Primo
12oz
Medio
16oz
Massimo
20oz
Only relates to hot cups
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COFFEE MACHINE – CLEANING
Tools needed • Blue cloth • Paper towel • Blank filter basket in a group handle
• Urnex Full Circle • 1litre or 1.5 litre stainless steel milk jug • Gloves and goggles
How to clean coffee machine? Group head Place two scoops (3g) of Full Circle into the blank basket and insert into the group head. For Marisa and Lisa machines • Start extraction in the usual way for 5-10 seconds then stop • The chemical will foam and exhaust in the drip tray. Allow to foam for 30 seconds • Repeat steps 2 and 3 until the foam runs white • Remove group handle and rinse using the manual switch For Futura/Valina/Vintage machines • Press and hold control panel button to start the cleaning cycle, then follow the instructions on screen • Repeat for all group heads as you insert the group handle, press the stop/prog to start the cycle of each group head Clean the group heads and seals with water using a cleaning brush.
Coffee machine body • Remove the upper drip trays and put through the dishwasher • With care remove the lower drip tray and wash by hand with warm water • Ensure the drain bowl is clean and that the water runs away • Replace trays ensuring the holes in the upper drip trays are at the back • Use a clean damp cloth to wipe: the outside panels, back panels, splash back, cup warmer, shower plates, in between group heads, all corners • Immediately follow by drying with paper towel until all areas are shiny Remember to clean behind and under the coffee machine. Always wear gloves and goggles when cleaning the coffee machine with the Full Circle – they are to protect your eyes and skin. For more information about Full Circle refer to the Full Circle COSHH risk assessment, which can be found in the Safety on Site Box.
Steam arms • Wipe the steam arm with a clean damp cloth. • If necessary use a scourer to remove any remaining debris. • Finally wipe the steam arm with a clean damp cloth. • Never soak steam arms in water – it will suck in liquid. As a result water in the coffee machine boiler will be contaminated.
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GRINDER – CLEANING
How to clean the Mazzer Jolly grinder? Hopper • Close the hopper gate (this stops the beans flowing into the grinder) • Grind the beans that are left resting within the grinder until they have all gone • Stop grinding when this happens, as you will damage the blades if you continue to grind • Turn the mains electricity supply off • Unscrew the back of the hopper and carefully remove it, empty any beans out of the hopper • Wipe the inside of the hopper and the lid with a clean damp blue cloth to remove all of the oils • Immediately dry with paper towel Dosing chamber • Dispense the coffee grind from dosing chamber • Brush any remaining grind from all sides and compartments so that the chamber is completely empty • Wipe the outside of the chamber with a clean damp blue cloth • Immediately dry with paper towel Group handle cradle and tray • To clean the cradle, brush off all loose grind and wipe with a clean damp blue cloth and dry with paper towel • To clean the tray, knock all loose grind into a bin and wipe with a clean damp blue cloth and polish dry with paper towel Grinder body • Brush off any loose coffee from around the control switch, indicator light and the grinder wheel • Wipe the whole exterior with a clean damp blue cloth and immediately dry with paper towel Remember to clean behind and under the grinder. Never put the hopper in the dishwasher, as it will scratch and impact on coffee quality.
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MINI MAZZER GRINDER – CLEANING
How to clean the mini Mazzer grinder? Hopper • Close the hopper gate (this stops the beans flowing into the grinder) • Grind the beans by pressing the manual button • Stop grinding when this happens, as you will damage the blades if you continue to grind • Turn the mains electricity supply off • Carefully remove the hopper and empty it of any Limited Roast beans • Wipe the inside of the hopper and the lid with a clean damp blue cloth to remove all of the oils • Immediately dry with paper towel Dose chamber • Brush any remaining grind from all sides and compartments so that the chamber is completely empty • Wipe the outside of the chamber with a clean damp blue cloth • Immediately dry with paper towel Group handle cradle and tray • To clean the cradle, brush off all loose grind and wipe with a clean damp blue cloth and dry with paper towel • To clean the tray, knock all loose grind into a bin and wipe with a clean damp blue cloth and polish dry with paper towel Grinder body • Brush off any loose coffee from around the control switch, indicator light and the grinder wheel • Wipe the whole exterior with a clean damp blue cloth and immediately dry with paper towel Remember to clean behind and under the grinder. Never put the hopper in the dishwasher, as it will scratch and impact on coffee quality.
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GROUP HANDLES – CLEANING
Tools needed • Stainless steel milk jug • Urnex Full Circle
• Urnex 3g scoop • Gloves and goggles
How to clean group handles? • Remove the filter basket from the group handle • Place both parts into the stainless steel milk jug • Fill the jug with hot water from the boiler/coffee machine, ensuring that the filter part of the handle and filter basket are fully submerged • Add 4 scoops (12g) of Full Circle to a 1 litre of water (6 scoops (18g) for 1.5 litres) • Leave to soak for 20-30 minutes or until all residue has been removed • Pour away the liquid and remove the group handles • Thoroughly rinse the group handle and basket in water to remove chemical residue • Place the milk jug through the dishwasher • Replace the baskets into the group handle Never: • Wash group handles in the dishwasher – heat will damage them • Leave group handles to soak overnight – the strong chemical may damage plastic handles Always: • Wear gloves and goggles when cleaning the group handles with the Full Circle – they are to protect your eyes and skin • Keep all chemicals away from food and drink • For more information about Full Circle refer to the Full Circle COSHH risk assessment
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COSTA SHAKER CLEANING PROCEDURE Tools needed • Costa Shaker • Approved sanitizer • Blue cloth
How to clean the shaker between drinks • Be sure to fully rinse your shaker before making the next drink • Using the sink and warm water rinse the shaker fully • Ensure you rinse under the seal of the lid • Take care not to stretch or damage the seal
How to clean the shaker at the end of the day • Rinse the shaker and lid using warm water • Using sanitizer on a soft cloth wipe your shaker both inside and out paying out particular attention around the seal • Leave the sanitizer solution on the shaker for 1 minute to allow chemical to work • Rinse the shaker and lid with warm water to fully remove sanitizer • Allow to air dry with the lid removed Always ensure the seal is on the correct way to prevent leaks. The flat side of the seal should be against the lid of the shaker. Please only use soft cloths on the shakers. Any abrasive cloth can damage the surface of the shaker. Please take care not to drop or knock your shakers. They are made of plastic and may break or crack. If damaged, the shaker should not be used. Remember: Only new, single wall shaker can be washed in the dishwasher.
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CREAM CANISTER – CLEANING Tools needed • Blue cloth • Small bottle brush • Approved sanitizer
How to clean cream canister • Press the lever until the canister is empty and has been depressurized • Unscrew the head from the bottle • Remove the silicone head seal • Remove the decorator tip – in order to do this, hold the valve on the blue part of the interior of the head. Then pull the valve out of the head, if possible • Rinse the product components with warm water and a sanitiser • Clean the valve and the decorator tip with the bottle brush fully removing any cream residue • Put canister in the dishwasher and wash the head by hand using a blue cloth and approved sanitizer • Never clean the charger holder or silicone seal in the dishwasher as the heat will damage them • Allow all parts of the canister to dry before assembling it back All equipment which comes in contact with food should be cleaned regularly. Never use abrasive brushes or sponges to clean canister as they will damage its surface. To avoid gas escaping from the canister check that the silicone seal has been fixed properly and it is not damaged.
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SYRUPS AND SAUCES Tools needed • 5ml pump for syrups • 15ml pump for sauces
• Separate, clean cloth (UK blue) • Hot water
How to store syrups and sauces • Syrups and sauces should be stored in room temperature • All bottles should have the relevant pump • Syrups and sauces should not be poured without the pump • Check the dates on bottles daily
How to clean syrup pumps and bottles • Pumps and bottles should be cleaned daily • Wipe all bottles with a clean, damp cloth in the end of each day • To clean pumps, remove all and place in the sink • Rinse all syrup pumps thoroughly with hot water to remove any residue and build up both internally and externally • Detach plastic tube and rinse with hot water • Pump through any excess water to avoid diluting syrups when pumps are replaced • Leave to dry overnight
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