2. UC Cafes Policies/ Procedures
+ Uniform Polocy
+ Google Voice
+ When to Work
+ Time off Requests
+ Shift Make Ups
+ Email
+ Call outs
+ Tardies
Cashier Training & Responsibilites
+ Customer Service
+ Verifying a Register
+ Reading the 4 Report
+ Menu Items
+ Register
+ Tax Exempt
Barista Training & Responsibilties
+ Introduction to Espresso
+ Espresso Drinks
+ Making a Drink
+ How to make a Latte
Table of Contents
Current Management
Area Manager: Ethan Haggerty
Asst. Area Manager: Dave Hille
Asst. Student Managers: Taylor Sisson, David Martone, Carlota Charles, Sarah Smith
4. Uniform Policy
A proper uniform includes a work shirt, sturdy pants, name tag, hat and proper
footwear. Failure to wear the required uniform will result in a level of discipline.
You are responsible for showing up to any shift that is listed on your When to Work account.
Failure to do so without proper notice will result in a level of discipline. Messages on When
to Work are not considered proper contact, especially for shift changes.
Time Off Requests- Will be accepted with 7 days notice on When to Work
If you find coverage before 7 days, you are excused from the make up shift.
Shift Make Ups- You will be required to make up any missed shifts from
call-outs and requests off. The shift must be picked up within 2 weeks of
the missed shift.
Google Voice (860) 341-1443
When To Work
You can call or text this number to get a response back from the managers of the cafes with
any questions, concerns, or call outs. The hours to call this number are from 7am-9pm.
UCONN
DINING SERVICES
JOHN APPLESEED
Email dds-cafestaffing@ad.uconn.edu
For any shift changes, you must email dds-cafestaffing@.ad.uconn.ed
List the day, time and location of the shifts you are looking to drop or pick up. Please allow 1-3
business days for an email response. Do not expect email response during evening and
weekends. Please be respectful when communicating with management. We are students just
like you, and cannot be available to respond 24/7 For any urgent issues, email
dds-cafestaffing, do not email an individual manager.
UC CAFES Policies & Procedures
5. Call outs
UC CAFES Policies & Procedures
Between the hours of 7:00 am and 9:00pm
+ Must call Google Voice number (860) 341-1443
+ Leave a voicemail if no one is able to answer
Between the hours of 9:00pm and 7:00am (Opening Call Outs)
+ Must email dds-cafestaffing@ad.uconn.edu stating the shift time and location
you are calling out from and explain reason for call out
+ Please write CALL OUT- (Shift Location) in the subject line
Must call out 2 hour before you shift
Open shifts are 1 hour
Do not call before 7 am
Texting out is only acceptable under emgency circumstances, evaluated on case by case basis
Tardies
More than 5 minutes late is a tardy
+ Subject to Verbal Warning
Three tardies equal a Letter of Direction (first level of discipline)
7. Cashier Training & Responsibilties
A cashier should know:
The Customer Service Policy
Cash Handling Policy
How to count a register before a shift starts
How to count a register when shift ends
Know the menu and the specialty items
Student ID for tax - matching with credit cards
Helping out other employees when it’s slow
Ask questions if unsure about how to do a task
Customer Service Policy
It’s important to use proper manners, patience and having a positive attitude on register or
any job in the cafes.
+ All customers will be ackownledged with a smile and eye contact.
+ All customers will be greeted in a friendly manner.
+ Complete the customer’s needs in a timely and quick manner.
+ Thank every customer.
+ Ensure that every customer has a positive dining experience.
Handling Dissatisfied Customers
+ Use positive language
+ Refer to upper management for things you can not handle.
Treat EVERY customer with respect. There are instances where there will be a secret shoppers
that will come into the shop and fill out evaluations on the service they recieve. Having good
customer service all the time will prevent having a negative evaluation.
Cashier Training & Responsibilties
8. Verifying a Register - Start of the Shift
All shops except Bookworms have a starting bank of $200 dollars. Bookworms has a starting
bank of $400 dollars. At the start of a cashier shift, a supervisor will assign a register to the
cashier. There usually is an overlap with cashiers so that the next cashier will have time to verify
that there register equals the correct starting amount. Starting your shift, count the register
including the rolled coins and verify that it is the correct starting bank.
Cashing Out - Finishing the Shift
The supervisor or full timer during the cashier shift will print out the 4 report at the end of
the shift.
1. Fill out the DATE, LOCATION, and CASHIER sections on the top of the deposit envelope
2. Take the 4 report and fill out the NET SALES and CASH DUE.
3. Take out the amount for CASH DUE from the cash drawer and put it to the side.
4. Count the cash drawer using the CASH LOG.
5. Add all the money together. Make sure the starting bank equals to $200. (Bookworms $400)
6. Fill out the ACTUAL DEPOSIT and OVER/SHORT on the deposit envelope.
7. On the 4 Report it will have information on discounts and frequency cards, fill in the correct
information.
8. Place the 4 Report, frequency cards, and money into the envelope. Sign the slip.
9. Hand to supervisor or full timer for them to verify.
CASH LOG
Loose Rolled
Pennies
Nickels
Dimes
Quarters
Ones
Fives
Tens
Employee Name
Date
Date
Cashier
Location
NET Sales
Cash due
Actual Deposit
Over/Short
Dept Charge Slips
Frequency Cards
Coupons
Discounts
Missing
Comments: ____________________________________________
______________________________________________________
Cashier Signature
Manager Signature
Cashier Mgr
#_____ $__________ _______
#_____ $__________ _______
#_____ $__________ _______
#_____ $__________ _______
#_____ $__________ _______
Cashier Training & Responsibilites
Materials Required to Cash Out:
Deposit Envelope, Cash Log, 4 Report,
pen, calculator
9. Reading the 4 Report
Cashier Training & Responsibilites
----------------------------
Employee Financial Report
Bookworms
FEB07’16 1:00 PM Page 1
---------------------------
12345 Appleseed, John
Net Sales 52.65
100.00%
Service Charges 0 0.00
Tax Collect 0.61
Total Revenue 53.26
-------------
CS Gold Disc 0 0.00
Employee 0 0.00
Bagel Freque 1 1.75
Coffee Freque 1 1.55
Espresso Fre 0 0.00
One Scoop 0 0.00
Coupon 0 0.00
--------------
Cash In 0 0.00
Charge Tip $ 0 0.00
Dept Chrg Tp 0 0.00
Auto Grat $ 0 0.00
Off Cc Tip $ 0 0.00
Cash Due 1 20.00
--------------
Date
Cashier
Location
NET Sales
Cash due
Actual Deposit
Over/Short
Dept Charge Slips
Frequency Cards
Coupons
Discounts
Missing
Comments: ____________________________________________
______________________________________________________
Cashier Signature
Manager Signature
Cashier Mgr
#_____ $__________ _______
#_____ $__________ _______
#_____ $__________ _______
#_____ $__________ _______
#_____ $__________ _______
2
3,4, 5
6
1
3
4
5
6
1
2
There are only 6 numbers that are important for
filling out the deposit envelope. NET SALES,
CASH DUE, GOLD DISC, BAGEL, COFFEE and
ESPRESSO frequencies.
When filling out the frequency card section
combine all the frequencies and place the cards
in deposite envelope.
When the cash drawer has been verified and the evelope has been filled out, sign the slip
and hand to your supervisor.
10. As a Cashier - Know the Menu Items
Review the menu and have a clear understanding of the menu items and where they are
located on the register.
Packaged items are scanned into the register. It’s important to enter the correct
items into the register.
Types of Payments
Cash, Visa, Mastercard, Huskybucks, and Points
Student/Faculty/Staff ID for tax purposes
Politely ask before swiping their method of payment into the register for the UCONN ID. When
using a credit card, the UConn ID must match with the name on the credit card.
Tasks to do when the shop is slow:
+ Wipe down counters
+ Restock items and packaged foods that are low
+ Check milk containers
+ Wipe tables in dining areas
+ Help out with grabbing pastries
Frequency Cards & Discounts
+ Frequency Cards are not to be accepted, if it does not have a special symbol punch. If a
customer is upset, call over your supervisor or hand them Ethan’s card and have them email
him.
+ If a customer redeems their frequency card, do not throw the card away. Put it into the cash
drawer and keep until cashing out the register.
Taking an espresso drink order:
1. Specify the type of drink.
2. Hot or Iced?
3. The type of milk
4. Syrup or no syrup?
Cashier Training & Responsibilites
11. micros
Cashier Training & Responsibilites
TXEX All Day Sales
Ready for entry
20 oz Coffee
Bagel Pastry Espresso Iced Drinks Tea CPK SUSHI Flavors Extras
PAY
ID CARD
FUNCTION
PRNT
RCPT
CLEAR
Tax Exempt
CANCEL
TRANS
VOIDIced CoffeeCocoaRefill12 oz Coffee 16 oz CoffeeSmall Soup Large Soup
CHK 123
EAT IN TTL 0.00
Bookworms
VISA 1.20
John FEB07’16 1:00PM GST 0
Subtotal 1.20
Service Char 0.00
Tax 0.00
Total Paid 1.20
MNLVL 4 SUN Appleseed1 Coffee Refill 1.20
How to do tax exempt with Uconn ID:
PAY Credit Card+ +
Say a person comes into the shop and orders a coffee refill, the best way to
communicate the total is by saying “It will be $1.20 with a UCONN ID.” If the customer does not
have a UCONN ID, then tell them the total with tax. There are two ways to take tax of a
customers purchase.
First way to take tax off: Second way to take tax off:
ID CARD
If the customer is paying
with their points or Husky
Bucks, the extra steps are
not necessary. Press the
green ID CARD button and
swipe their UCONN ID.
The Register This is the main screen that you will be seeing when you’re on register.
13. Barista Training & Responsibilties
A barista should know:
Know the drinks that the cafes make
How to make a latte
How to make loose leaf tea/ hot tea/ ice tea
How to make a frappe
Filling milk containers
Maintain condiment bar
How to foam milk & use the thermometer
Introduction to Espresso Machine
+ Steam Wand
+ Portafilter Handles
+ Buttons
+ Bang Box
+ Espresso Grinder
Types of Milk
+ Whole Milk
+ Skim Milk
+ Soy Milk
+ Almond Milk
* We do have Almond Milk, this is only used
for ICED drinks. Do not steam Almond Milk.
How to fill hot chocolate machine
How to clean hot chocolate machine
How to fill the espresso grinder
How to clean the espresso machine
*Types of espresso machine varies with
shop location.
Barista Training & Responsibilities
Types of Espresso
+ Regular (in the grinder)
+ Decaf (in packet form)
14. ESPRESSO
STEAMED
MILK
FOAM
ESPRESSO
WATER
ESPRESSO
STEAMED MILK
FOAM
LATTE CAPPUCCINO AMERICANO
A latte is espresso,
steamed milk, and
foam. A latte is
milkier than a
cappuccino.
A cappuccino has
steamed milk, foam,
and espresso but
consists of more
foam than steamed
milk.
An americano consists
of brewed espresso
with added hot water,
this gives a similiar
strength of coffee to
drip coffee.
ESPRESSO
ESPRESSO SHOT
Peppermint Pattie
Three Musketeers
Almond Joy
Milky Way
Mounds
Add the syrub before pulling the shot on the espresso machine.
Specialty Espresso Drinks
Snickers
Caramello
Nutellatte
Espresso Drinks
An espresso shot is in a tiny little cup and
nothing else is added.
As a barista, you should have a basic understanding of the types of espresso drinks that the cafes serve.
Barista Training & Responsibilities
15. Espresso Machine Basics
+ One pull on espresso grinder for small
+ Two pulls for medium or large
+ If no espresso comes out, press small button on side
1. Insert it into espresso machine and press the appropriate button.
1. Measure into appropiately sized cup with sleeve -- pour milk to the top of the sleeve
2. Pour into chilled milk pitcher
3. Remember: Purge, Froth, Wipe, Purge
Frothing Technique Reminders
+ If you see large bubbles form on top and hear lots of gurgling, the tip of the wand
is not down deeply enough.
+ If you see no foam form on the milk surface, and hear a deep loud whine, the wand is
down too deeply
4. Put a thermometer into the pitcher while foaming the milk when it reaches 140 degrees
turn off the steamer.
Drink Size
Small
Medium
Large
Syrup Pumps
3
4
5
In every location, there is a cheat sheet next
to the espresso machine that has all the
information on how to make a specific drink.
When you have an understanding of the basics,
it’s a lot easier to make drinks faster and efficient.
Barista Training & Responsibilities
How to pull an espresso shot
How to foam milk
Calling Out Drink Orders
This is simple, place the cup in the designated pick up area and call out the drink order firmly.
If there is a printed drink slip, place the cup ontop of the slip when calling out the order. Make sure
that the cup has a sleeve on it before handing it to the customer.
16. Barista Training & Responsibilities
1. Pull the espresso shot
If a customer asks for a flavor,
put it in the tiny cup and place on
the espresso machine. Press the correct
button depending on the size of the
drink.
2. Get the milk ready
Grab the milk from the refrigerator
and measure it in the to go cup. Then
pour into a chilled pitcher.
3. Foam the milk
for lattes: less foam
for cappuccino: more foam
How to make a latte
4. Put it all together
Take the espresso shot and pour
it in the cup. Then take the milk
with a spoon and hold back the foam
letting the milk go in first and then
the foam on the top.
How to make loose leaf tea
In all the shops there is a cheat sheet on how to make certain drinks and what goes in them. These
are the basic steps on putting everything together when creating a latte.
1. Pour the hot water
Pour the hot water into a cup as you would
making a regular tea.
2. Fill the tea sack
Take the tea that the customer chose and with
a spoon, fill the sack half way up.
3. Hand to Customer
When you hand the drink to the customer,
show that they need to fold the sack over
the cup and place the lid ontop.
How to make a frappe
1. Put ice in a cup
Take a cold cup and fill it all the way
with ice.
2. Fill with the frappe base
Fill up the cup of ice with 3/4 of
frappe mix in the cup
3. Add Sauce
If a customer orders a mocha or caramel
frappe, add a 2 pumps of it into the cup.
4. Blend it together
Pour the cup into the blender and once it’s
done pour back into the cup.
