TM Manage & Operate A Coffee Shop Final

Manage and operate a coffee shop
D1.HPA.CL4.01
Trainee Manual
Manage and operate a
coffee shop
D1.HPA.CL4.01
Trainee Manual
Project Base
William Angliss Institute of TAFE
555 La Trobe Street
Melbourne 3000 Victoria
Telephone: (03) 9606 2111
Facsimile: (03) 9670 1330
Acknowledgements
Project Director: Wayne Crosbie

Chief Writer: Alan Hickman
Subject Writer: Garry Blackburn
Project Manager: Alan Maguire
Editor: Jim Irwin
DTP/Production: Daniel Chee, Mai Vu
The Association of Southeast Asian Nations (ASEAN) was established on 8 August 1967. The Member
States of the Association are Brunei Darussalam, Cambodia, Indonesia, Lao PDR, Malaysia,
Myanmar, Philippines, Singapore, Thailand and Viet Nam.
The ASEAN Secretariat is based in Jakarta, Indonesia.
General Information on ASEAN appears online at the ASEAN Website: www.asean.org.
All text is produced by William Angliss Institute of TAFE for the ASEAN Project on “Toolbox
Development for Front Office, Food and Beverage Services and Food Production Divisions”.
This publication is supported by Australian Aid through the ASEAN-Australia Development
Cooperation Program Phase II (AADCP II)
Copyright: Association of Southeast Asian Nations (ASEAN) 2013
All rights reserved.
Disclaimer
Every effort has been made to ensure that this publication is free from errors or omissions. However,
you should conduct your own enquiries and seek professional advice before relying on any fact,
statement or matter contained in this book. ASEAN Secretariat and William Angliss Institute of TAFE
are not responsible for any injury, loss or damage as a result of material included or omitted from this
course. Information in this module is current at the time of publication. Time of publication is indicated
in the date stamp at the bottom of each page.
Some images appearing in this resource have been purchased from various stock photography
suppliers and other third party copyright owners and as such are non-transferable and non-exclusive.
Additional images have been sourced from Flickr and are used under:
http://creativecommons.org/licenses/by/2.0/deed.en
http://www.sxc.hu/
File name: TM_Manage_&_operate_a_coffee_shop_Final
Table of Contents
Introduction to trainee manual........................................................................................... 1
Unit descriptor................................................................................................................... 3
Assessment matrix ........................................................................................................... 5
Glossary ........................................................................................................................... 7
Manage and Operate a Coffee Shop ................................................................................ 9
Element 1: Plan coffee shop facilities.............................................................................. 11
Element 2: Plan the product and service elements of coffee shop operation ................... 31
Element 3: Prepare food item display and serve coffee shop items ................................ 45
Element 4: Organise the storage of coffee shop produce ................................................ 55
Presentation of written work ............................................................................................ 61
Recommended reading................................................................................................... 63
Trainee evaluation sheet................................................................................................. 65
© ASEAN 2013
Trainee Manual
© ASEAN 2013
Trainee Manual
Introduction to trainee manual

To the Trainee
Congratulations on joining this course. This Trainee Manual is one part of a „toolbox‟
which is a resource provided to trainees, trainers and assessors to help you become
competent in various areas of your work.
The „toolbox‟ consists of three elements:
A Trainee Manual for you to read and study at home or in class
A Trainer Guide with Power Point slides to help your Trainer explain the content of the
training material and provide class activities to help with practice
An Assessment Manual which provides your Assessor with oral and written questions
and other assessment tasks to establish whether or not you have achieved
competency.
The first thing you may notice is that this training program and the information you find in
the Trainee Manual seems different to the textbooks you have used previously. This is
because the method of instruction and examination is different. The method used is called
Competency based training (CBT) and Competency based assessment (CBA). CBT and
CBA is the training and assessment system chosen by ASEAN (Association of South-
East Asian Nations) to train people to work in the tourism and hospitality industry
throughout all the ASEAN member states.
What is the CBT and CBA system and why has it been adopted by ASEAN?
CBT is a way of training that concentrates on what a worker can do or is required to do at
work. The aim is of the training is to enable trainees to perform tasks and duties at a
standard expected by employers. CBT seeks to develop the skills, knowledge and
attitudes (or recognise the ones the trainee already possesses) to achieve the required
competency standard. ASEAN has adopted the CBT/CBA training system as it is able to
produce the type of worker that industry is looking for and this therefore increases
trainees‟ chances of obtaining employment.
CBA involves collecting evidence and making a judgement of the extent to which a worker
can perform his/her duties at the required competency standard. Where a trainee can
already demonstrate a degree of competency, either due to prior training or work
experience, a process of „Recognition of Prior Learning‟ (RPL) is available to trainees to
recognise this. Please speak to your trainer about RPL if you think this applies to you.
What is a competency standard?
Competency standards are descriptions of the skills and knowledge required to perform a
task or activity at the level of a required standard.
242 competency standards for the tourism and hospitality industries throughout the
ASEAN region have been developed to cover all the knowledge, skills and attitudes
required to work in the following occupational areas:
Housekeeping
Food Production
Food and Beverage Service
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Trainee Manual 1
Front Office
Travel Agencies
Tour Operations.
All of these competency standards are available for you to look at. In fact you will find a
summary of each one at the beginning of each Trainee Manual under the heading „Unit
Descriptor‟. The unit descriptor describes the content of the unit you will be studying in the
Trainee Manual and provides a table of contents which are divided up into „Elements‟ and
„Performance Criteria”. An element is a description of one aspect of what has to be
achieved in the workplace. The „Performance Criteria‟ below each element details the
level of performance that needs to be demonstrated to be declared competent.
There are other components of the competency standard:
Unit Title: statement about what is to be done in the workplace
Unit Number: unique number identifying the particular competency
Nominal hours: number of classroom or practical hours usually needed to complete
the competency. We call them „nominal‟ hours because they can vary e.g. sometimes
it will take an individual less time to complete a unit of competency because he/she
has prior knowledge or work experience in that area.
The final heading you will see before you start reading the Trainee Manual is the
„Assessment Matrix‟. Competency based assessment requires trainees to be assessed in
at least 2 – 3 different ways, one of which must be practical. This section outlines three
ways assessment can be carried out and includes work projects, written questions and
oral questions. The matrix is designed to show you which performance criteria will be
assessed and how they will be assessed. Your trainer and/or assessor may also use
other assessment methods including „Observation Checklist‟ and „Third Party Statement‟.
An observation checklist is a way of recording how you perform at work and a third party
statement is a statement by a supervisor or employer about the degree of competence
they believe you have achieved. This can be based on observing your workplace
performance, inspecting your work or gaining feedback from fellow workers.
Your trainer and/or assessor may use other methods to assess you such as:
Journals
Oral presentations
Role plays
Log books
Group projects
Practical demonstrations.
Remember your trainer is there to help you succeed and become competent. Please feel
free to ask him or her for more explanation of what you have just read and of what is
expected from you and best wishes for your future studies and future career in tourism
and hospitality.
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Unit descriptor
Unit descriptor
This unit deals with the skills and knowledge required to Manage and operate a coffee
shop in a range of settings within the hotel and travel industries workplace context.
Unit Code:
D1.HPA.CL4.01
Nominal Hours:
85 hours
Element 1: Plan coffee shop facilities

Performance Criteria
1.1 Plan coffee shop operations according to available facilities and customer
expectations
1.2 Develop floor plan of production and service areas
1.3 Develop floor plan of customer area
1.4 Identify fixture, fittings, décor and equipment according to business plan, floor plan
and budget
Element 2: Plan the product and service elements of coffee shop

operation
2.1 Plan and design the menu incorporating a range of suitable food and beverage items
taking into account available facilities
2.2 Identify suppliers for menu items
2.3 Prepare work schedules in line with coffee shop operations
Element 3: Prepare food item display and serve coffee shop items
3.1 Plan the display of food items
3.2 Prepare and serve beverages and food items
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Unit descriptor
Element 4: Organise the storage of coffee shop produce

4.1 Food items are stored at correct temperature and conditions
4.2 Maintain maximum eating quality, appearance and freshness
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Assessment matrix
Assessment matrix
Showing mapping of Performance Criteria against Work Projects, Written
Questions and Oral Questions
Work Written Oral

Projects Questions Questions
1.1 Plan coffee shop operations according to 1, 2, 3, 4, 5,

1.1 1
available facilities and customer expectations 6, 7, 8, 9
1.2 Develop floor plan of production and service

1.2 10, 11, 12 2
areas
1.3 Develop floor plan of customer area 1.3 13 3
1.4 Identify fixture, fittings, décor and equipment

according to business plan, floor plan and 1.4 14, 15 4
budget
Element 2: Plan the product and service elements of coffee shop operation
2.1 Plan and design the menu incorporating a

range of suitable food and beverage items 2.1 16, 17 5
2.2 Identify suppliers for menu items 2.2 18 6
2.3 Prepare work schedules in line with coffee shop

2.3 19 7
operations
3.1 3.1 20, 21,

Plan the display of food items 8
22, 23
3.2 Prepare and serve beverages and food items 3.2 24, 25, 26,
9
27, 28, 29
4.1 Food items are stored at correct temperature

4.1 30, 31 10
and conditions
4.2 Maintain maximum eating quality, appearance

4.2 32 11
and freshness
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Assessment matrix
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Glossary
Glossary
Term Explanation
Acidity Acidity should not be confused with bitterness. 100% Arabica

blends are characterised by a lively or fresh taste. Acidity is
picked up on the sides of the tongue when tasting coffee. Acidity
decreases with darker roasting
Amenities Something that contributes to physical or material comfort
Back flush Cleaning process using a blind filter and „flushing‟ spent coffee
grounds from the shower screen and around the rubber gasket in
the group head
Barista The person who make coffee on espresso machine
Bitter Bitter coffee is felt at the back of the tongue and is the result of
badly brewed coffee
Blind filter A filter basket with no holes for cleaning the shower screen
Body Is the feel of the coffee in the mouth. Darker roasts have more
body than lighter roasts. Robusta has more body than Arabica
and the „espresso‟ method gives more body
Crema A well-made espresso should have this golden layer to about ½

cm on its surface. It is tiny bubbles of coffee oils and CO2 trapped
as the water is forced through the finely ground tightly packed
coffee. Crema can be used to diagnose a range of problems with
coffee, grinder settings and the settings on the espresso machine
Customer Area Where the customers will be sitting
Customer Preferences Each customers likes things slightly different, with sugar, without
sugar, more chilli less chilli
Dose This is the amount of ground coffee dispensed into the filter
basket. Should be 7 to 9 grams for a single shot and 14 to 18
grams for a double shot
Facilities Amenities for comfort of customers
Filter, basket A metal basket with tiny holes in the bottom. It holds a dose of
coffee
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Glossary
Term Explanation
Grind setting The distance apart of the grinding blades to produce the correct
grind. This can vary due to atmospheric conditions or blade wear
Group handle Also called filter holder or porta filter. Can be double spouted or
single spout. This part holds the filter basket and is inserted into
the group head to make coffee
Group head The part where the group handle is inserted. Contains the shower
screen and a rubber gasket/seal
Knock box or tube A tube or a box where the spent grounds are removed
Tableware Equipment used to consume foods - Knives, spoons, chopsticks,

forks, sugar containers, sauce dispensers
Time Management Ability to multi-skill tasks and achieve greater work output
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Manage and Operate a Coffee Shop

This unit deals with skills and knowledge required in the
planning, operating and managing of coffee shops, which
serve patisserie items.
It deals with the display and service of patisserie products
and suitable beverages. It is appropriate for cooks, chefs
and patissiers wishing to open or operate a coffee shop.
It should be linked to other appropriate business
management units, as this unit does not cover aspects
such as business planning, marketing and financial management or coffee making skills.
Wanting and being able are two entirely different things.
There are two way of achieving this desire:
Buy an existing business
Build your own from the beginning.
Buying an existing can be easier than starting your own as:
The business is already established
A customer base is already in existence
There is already a cash flow, good or not so good.
Purchasing an established business you also inherit their problems and shortcomings of
that business and you pay a premium for the establishment of the business.
Permissions required
There are positives and negatives in both options.
No matter which option you decide on there is still the need to understand all that is
needed in setting up that business to meet the many regulations from local government
for both starting a business and also running a business:
Building permits that may be required
Business registration requirements
Food safety requirements that will need to be put into practice
License requirements to play music to public.
Other questions that need to be answered are:
What will be the trading hours?
What part of the town will the coffee shop be situated?
Will the traffic, foot traffic, customers, be enough to sustain the business cost as well
as give a profit?
What is the rental cost of the premises?
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Planning
Preparation is the key element to success, whether making
cappuccino coffee, or in designing the floor plan of a coffee
shop.
All States and Countries have passed acts of Parliament
regarding the planning and operating of businesses which
serve, handle or transport food.
These food acts set out regulations that must be obeyed,
including the handling and service of food.
The design and construction of food premises is also regulated by the Food Act.
It is the responsibility of the person planning a coffee shop to ensure that all regulations
are complied with.
Failure to do so may result in prosecution, or in extreme circumstances, the closing down
of the business.
Generally, State and Local Government regulations control the planning and operating of
coffee shops.
Matters of food hygiene and food premises are State/Territory responsibilities.
State regulations include health and hygiene (food act), work safety, liquor licensing,
workers compensation and industrial relations.
State regulations override Local Government acts.
Local Government normally administers development approvals, building approvals and
health regulations with officers holding rights of entry and inspection under the food act.
These can be the local Environmental Health Officer, officers of the Health Commission or
even a member of police with a warrant under the food act.
The first step in obtaining permission to open a coffee shop is to approach Local
Government.
They advise on the correct procedure to apply for and obtain Development Approval
(D.A.).
The Development Approval is the permission granted by council for a particular type of
business or building in the place specified in the application.
Following the Development Approval, a building plan is prepared and submitted to Local
Government Authority.
Any building alterations will have to be approved by the Local Government Authority for
buildings.
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Element 1:
Plan coffee shop facilities
1.1 Plan coffee shop operations according to
available facilities and customer expectations
The type of business will be limited by the facilities that are available in the business and
this can be less than the expectations of the customers.
Floor space
The floor space available determines how many customers will be able to sit in and enjoy
the ambience of the coffee shop and it is this section that will earn the income for the
business.
Some very successful coffee houses have
minimal seats.
Their trade is built on take away business.
Quick service
Quick turnover
Good quality ingredients
Efficient staff
Affable staff.
Put all these together and that equals good business.
How to use the space available
Positioning of the following needs to be planned:
Coffee machine
Water into coffee making area
Water to washing facilities
Water to customer amenities
Electricity wiring
Customer flow from front door to tables
Customer flow from front door to coffee
ordering station
Cashier positioning
Entrance to food preparation area.
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Front of House Workspace

In the front of house, sufficient bench space for preparation
of beverages, pastries and cakes is extremely important, as
is the choice and placement of preparation equipment to
ensure a smooth workflow.
Also ensure that services such as water, power and
drainage are available, especially to the espresso machine.
Storage of tableware for service must be convenient to
the preparation area
A sink with hot and cold water for preparation purposes,
and a hand wash area for sanitation are required.
Note that the use of a single sink for hand washing and food preparation is not permitted.
The top of display refrigeration is often used as counter space for customer service and
the display of goods for sale.
Counter tops are generally higher than the recommended 900 mm for a workbench, but
are useful for the Point of Sale (POS) system or cash register.
To avoid congestion and service delays, do not place the cash-handling position in the
middle of a service or preparation area.
Refrigeration is required for the storage and display of fresh food products in a coffee
shop such as fresh cream or other perishable ingredients.
Display refrigeration is extremely expensive to purchase and install, and can be difficult
to relocate once in place. Choose carefully with regards to available space and the
visibility of the goods on display.
Types include horizontal display cabinets, upright
cabinets and revolving displays.
Refrigeration equipment for foods being prepared or
handled for sale must have a thermometer fitted to
display the temperature inside the cabinet.
Storage temperatures are regulated by the food act.
Hot savoury items are displayed for sale in heated cabinets known colloquially as „pie
warmers‟ and in cabinets which are heated by a hot water bath known as a „bain marie‟.
These display units can be plain stainless steel, or custom built to include a cabinet made
of the same surface material as used for the display refrigeration and counter tops in the
coffee shop.
Alternatively, savoury items are stored cold and quickly reheated to order in a microwave
oven.
All units for the storage and display of hot foods for sale must have a thermometer fitted
to display the storage temperature. The storage temperature is specified by the food act.
Bulk cold storage in a coffee shop is provided by large upright refrigerators or cool rooms.
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Frozen storage is provided by a freezer room, commercial upright freezers, or domestic-

type chest freezers depending on whether you are freezing fresh goods or holding goods
that arrive frozen.
Dry storage must be in clean containers with tight-fitting lids to prevent contamination.
Shelving should be constructed of non-porous materials; plastic coated high density wood
en material; easier to clean spillages.
Government Food Safety Regulations will give the required standards.
Untidy, messy or even dirty storage is most unappealing when visible to customers.
In areas where the open display of goods is unavoidable, choose attractive containers in
keeping with the overall decorative theme of the coffee shop.
Avoid storage of packaging materials or consumables such as cake boxes in view of
customers.
Modern materials allow for coordination of colours and surface materials throughout a
coffee shop.
Proprietary smooth finish materials, as well as the more expensive marble and granite,
are available while polished metals such as stainless steel, brass and copper have a
place in modern design, especially when burnished.
Shop fitters will have samples of laminates and other finishes to choose from, and
manufacturers can provide technical data sheets on their
materials.
Tables and chairs should be chosen with consideration to
budgets, comfort, appearance and durability.
Their placement in the shop space should maximise capacity,
while considering customer comfort and the ability for staff to
serve guests.
As a guide, one metre is required from table edge to
table edge.
Access for disabled persons and parents with prams is also necessary.
Power points for electricity are required for both the food preparation and customer
seating areas in the front of house. It is important that electricity supply is capable of
supplying all of the equipment that will be used.
Install plenty of power points into the Front of House production area as attaching multiple
electrical equipments to power boards can be dangerous.
Provision of ventilation, air conditioning and heating must be considered according to the
climate and shop location.
An audio system for providing music must be installed and if a coffee shop broadcasts
recorded music or radio, fees must be paid to the Australian Recording and Performing
Artists‟ Association.
Table settings in a coffee shop are normally minimal, and include a cover or placemat,
serviette or napkin, condiments including sugar, salt and pepper, a menu and some sort
of decoration, e.g. cut flowers in a vase.
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Because the range of service in a coffee shop is so broad, crockery and cutlery are
normally placed on the table after the order is taken.
Staff
What are the skills of your staff?
Skills required by the staff you employ:
Front of house
Good customer skills
Customers come for service.
Front of house staff need to be able to make the
customer enjoy the experience of coming tho this place
of business.
„The customer is always right‟.
This is not true but to argue with a customer is to lose a customer.
Good service staff will listen to concerns of customer and take note of the issues. There
may be merit in what the customer is commenting about.
Coffee making skills
Quality of the ingredients is very good but the coffee can be spoilt by how
it is made.
Espresso coffee is the main way of making coffee for cafes and
restaurants in Australia.
But maybe the style chosen will be different to espresso.
Other coffee making techniques are:
Filter coffee - where heated water is poured over ground coffee and collected
underneath
Cook in - water is poured over coffee grounds and then heated to extract flavour; like
Greek and Turkish styles.
Time management skills
Good coffee business is defined by the number of kilos of coffee beans that is used on a
weekly basis.
But when there is no coffee making is required then time must be used
to clean coffee making area as the day progresses, not wait until end
of the day.
Clean and tidy behind the front service counter
Wash coffee service utensils
Clear customer tables
Tidy table service area
Wipe tables as required
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Liaise with kitchen staff

Re-stock front of house with required commodities
Chat to customers in friendly professional manner.
Food Safety Regulation knowledge
All staff that work in a food service business must be aware of and put into practice all
Food Safety requirements that is in the Food Safety Plan (FSP).
Occupational health and safety knowledge
All staff need to be aware of their responsibilities towards the welfare of the other workers
and the customers that come into the business to trade.
Kitchen Staff
Food Preparation skills
Coffee shop food preparation will not be same as cooking in
Restaurant but the person will still need to be able to prepare
the food as required. As business pace quickens so do the
skill of the staff need to be able to adapt to busy times.
Plate design skills
Food needs to be plated attractively to maximise visual appeal to customers.
Food Safety regulation knowledge
All staff working in a food service business must be aware of and put into practice all
Food Safety requirements that are in the Food Safety Plan (FSP). Kitchen requires more
documentation to be completed than front of house and all the documentation needs to be
controlled by one person; the Food Safety Supervisor.
All staff need to be trained in Food Safety, both kitchen and front of house. If there is no
Kitchen and all the food is prepared behind the coffee counter then the same standards
and regulations apply.
All premises that sell foodstuffs, food that will be consumed by humans, needs to have a
Food Safety Plan and all staff needs to be aware of their responsibilities when handling
food.
Time management skills
Kitchen work is time management critical. Not only does mise-en place need to be
completed before customers arrive to purchase it needs to be constantly replenished.
Coffee shop kitchens may only have minimal staff so they need to be multi talented.
Occupational health and safety knowledge
All staff need to be aware of their responsibilities towards the welfare of the other workers
and the customers that come into the business to trade.
Kitchens are high risk areas and the major injuries are slips and falls due to spillages on
floors; burns and cuts; sprains to muscles are common due to movement in sometimes
confined spaces.
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Amenities
Customer amenities
Toilets are the main amenity for customers needs. In toilet will be hand washing facilities
with soap and hand drying paper or electronic hand blowers.
Paper is still the most hygienic way of drying hands and therefore waste disposal bins
need to be supplied.
Staff Amenities
Toilets and change rooms will need to be supplied for
staff.
Lockers for personal effects; allowing staff to have
bags into the work areas raises the risk of pilfering and
theft.
When a lot of staff are required and they work in hot
humid environments then there may be the need for
showering facilities to be put into place for staff.
Where will your staff be having their meal break?
Business Plan
Business plan is no different to a working roster.
They are just a plan to say where the business is expected to be at a certain time in the
cycle.
It will deal with income versus cost.
When a business starts operating the cost will be greater than the
income.
Cash flow is the life blood of any business.
A new business will have to be able to meet the cash flow
shortage until the business reaches the „breakeven point‟.
This is where the income meets all of the expenses of the
business.
When the plan is looked at questions need to be answered:
Are projections on track?
Is there a shortfall of income to meet expense requirements?
How will the shortfall, if any, be managed until trading is sufficient to meet the expense
requirements.
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1.2 Develop floor plan of production and service

areas
Production and Service areas
Front of house counter service area and kitchen food preparation and cooking.
Decisions need to be made:
What the menu style will be?
What will be served from the front counter?
What is served from the kitchen?
Modern coffee shops will display cakes and pastries in
controlled area at the front counter.
Theses patisserie items will also be served from this
point and become the responsibility of the counter
service or wait staff.
Other activities will be the:

Making of coffee
Preparation of other beverages on the menu
Serving of pre made sandwiches or ciabatta and panini from a hot press.
When decisions have been made regarding the style then plans needs to be drawn to
accommodate all the necessary equipment within the floor plan.
Do not purchase equipment if it cannot fit into the space
Kitchen space required will be determined but the style of menu and how much cooking
may be required.
Kitchen space will be divided into:
Food production
Dishwashing and cleaning
Storage.
Storage requirements
Dry store
Chemical storage
Cool storage
Freezer space.
These spaces are normally behind what the customer can see; back of house.
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Service areas
Cleaning of dishes will require a dishwasher to be installed. Kitchen usually washes the
plates and pots and pans so this is generally the place for coffee cups to also be washed.
Front production area may also have a dishwasher that will be used to wash glassware.
Cleaning utensil storage area for brooms, mops and buckets. Cleaning chemical will have
to be stored in separate area to food storage.
Cleaning water for mopping floors is not allowed to be disposed of in the kitchen sink.
Needs a separate drain for disposal.
Student Activity
Use the plan sample in Section 1.3 to plan where kitchen equipment will be placed in the floor
space available. Take all requirements into consideration.
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1.3 Develop floor plan of customer area

Introduction
Style and format

Before planning the layout of a coffee shop, a decision must be made by the operator
regarding its overall style.
A critical part of this decision is the mix of retail and manufactured goods to be sold.
The higher the proportion of goods manufactured „in-house‟, the greater kitchen space will
be required.
Higher skill levels of staff, higher wages as a proportion to sales, and higher staff levels
are also associated with manufacturing operations.
There is a „break-even point‟ associated with
production volumes where it can be cheaper
to buy-in finished goods, however an
enhanced image can be acquired by
producing some or all product lines in-house.
Some franchise coffee shops require no
manufacture or finishing of goods at all, and
the simplicity of their operation is part of their
attractiveness for the operator.
These coffee shops are purely retail, and use
the bulk purchasing power and economies of
manufacturing provided by the franchisor to
maintain lower costs of goods sold.
In general, the greater the proportions of available space that can be allocated to sales
space, the higher the volume of sales that can be achieved for a given area.
Given the high cost of rent in high traffic areas such as shopping centres, efficient use of
space is critical.
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Student Activity
When looking at the available floor space decisions need to be made about placement of
equipment in relation to the following:
Hot and cold display cabinets

Preparation and service areas
Coffee machine
Fridge/freezer
Dry storage.
Using the drawing on previous page students need to place these elements listed above.
Seating Capacity
When planning the number of table and chairs the object is to maximise the number of
people that can be seated at any one time.
A table for four could maybe be better set up with two tables for two next to each other.
When not needed, they can be seating for two tables of two or two tables for one person
on each.
Table set ups will need to be flexible
Maximise the space available to seat as many people as possible to maximise earning
potential in peak times.
Decoration for the theme
Some coffee shops will have a theme. To maximise floor space keep all decorations to
the walls and small unusable spaces. Some people will use curiosities that they have
collected from many years in Hospitality to add interest to the décor.
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Specialised equipment for coffee shops

Espresso machines work by forcing water and steam through finely ground coffee at
pressure.
They are very expensive and require constant maintenance. All
removable parts of the machine can be washed with hot water and
detergent, including the “groups” which hold and filter the ground
coffee when making espresso coffee.
Groups may have one or two nozzles from which the coffee pours
when making.
The size of espresso machines is classified by the number of groups
they have. A busy coffee shop will have a 3 group or 4 group machine
with two people operating; one from either end.
Water-heating tanks in espresso machines also require regular
chemical treatment to prevent build-up of mineral scale
Water supply filters to the espresso machine must be fitted and replaced as per the
manufacturer‟s directions
The steam nozzle should be cleaned every day to prevent build up of cooked-on milk
froth
Keep the area under the machine clean and free of waste coffee grounds.
Refer to the manufacturer‟s book of instructions for all operation and maintenance
procedures.
Pour-over coffee makers drip near-boiling water over ground coffee held
in a filter-lined cone-shaped receptacle.
Note that only COLD water is ever poured into a pour-over coffee maker.
Chemical treatment to prevent mineral scaling of the water- boiling tank
may be required occasionally depending on water quality. The filter holder
and coffee pots should be washed after each use.
Plunger, or infusion coffee making, is where the ground coffee is placed in
a cylindrical pot and boiling water is poured on. After two minutes of infusion,
a tight-fitting filter on a stem is plunged downwards to separate the grounds.
Wash all parts after each use.
A coffee grinder uses rotating blades to reduce whole coffee beans to small
fragments. The degree of fineness can be varied.
A milkshake maker is a motor-driven high-speed mixer/aerator driving a stem and a
blade. The cup containing the contents to be mixed is placed under the machine, and a
switch starts it automatically.
Wash daily or after any spillage of milk. A milkshake cup filled with hot water may be used
to clean the stem and blade.
A blender is a machine with a container and a high-speed motor and blade for mixing,
pureeing and liquefying. The container and blades come apart for cleaning.
A juicer separates juice from fruit or vegetables by either crushing or mulching and
filtering. Refer to the manufacturer‟s book for cleaning and maintenance.
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A whipped cream gun is a small pressure vessel with a trigger and nozzle into which
cream is placed.
A cartridge of nitrous oxide gas is then blown into the vessel, and the contents firmly
shaken. Tipped upside down and released by the trigger, a highly-aerated mousse of
cream is emitted.
The gun will disassemble for cleaning but ensure care is taken as there are springs,
sealing gaskets and other small parts inside.
Large bench-top machines for high volume coffee shops
are also available.
Panini grills are used to heat or toast readymade rolls,
sandwiches, panninis and foccaccias. These have
heating elements both top and bottom.
Microwaves ovens are always required in front of
house production areas to quickly reheat products as
required
A refrigerated milk and juice dispenser is equipment which holds bulk juice or milk,
refrigerates and continuously agitates it.
A Ice Slushy Granita machine for serving.
This equipment is suitable for high-volume coffee shops.
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1.4 Identify fixture, fittings, décor and equipment

according to business plan, floor plan and
budget
Introduction
Identify fixtures and fittings that may be required for the coffee shop.
A fixture is something that cannot be moved after it has been installed:
Dishwasher
Ovens
Refrigeration showcases
Coffee machines.
Front of house
Hot and cold display cabinets.
Coffee machine
Espresso coffee machines are the normal in many parts of
the world. Can be found in many parts of Asia but not to
the same density. These are Italian style coffee making but
can be found in all the other countries in Europe.
Student Activity
Survey your local area and note how many coffee houses are in your area.
What type of machine do they use to make the coffee?
Is it:
Espresso
Drip filter
Brewed coffee.
What standard equipment is used?
Commercial standard
Home coffee standard.
Do they heat the milk based on the Italian Espresso style or is it added on the side; hot or cold?
What style or styles of coffee will be offered to public?
Compile a short report outlining your findings.
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Fridge/freezer
Front of house will require refrigerated storage for cold food display.
Storage of milk, cream and maybe a freezer for ice cream.
Tables and Chairs
Major requirement for the front of house area
What is required?
Shape of table
 Round, square or rectangle
 Single central stem with claw foot base to four legged table
Seating capacity of each table
 Two or four person capacity
Style of chair
Colour of chair.
Single customer seating capacity.
Will there be space available that will not hold a table.
Can there be space for outward facing bench tables at windows that seat just one person.
Crockery and Cutlery
Colour and design of plates and bowls need to be considered.
How easy will special shapes be to replace if broken?
It is against Food Safety Plan guidelines to use chipped or cracked crockery. They must
be thrown away.
It is good practice to purchase durable tableware that is easily replaced.
Some coffee shops are quite happy to use mixed sets.
Glass ware
Glassware needs to be varied.
Service of water.
Flavoured non coffee drinks and others.
Napery
Is the term used to describe serviettes and table cloths.
Modern coffee shops will mainly use paper serviettes.
Level of quality is the next decision.
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Lighting, heating, cooling, ventilation

Lighting required for front of house will also need to be considered.
How much light is needed to drink coffee and enjoy light snacks?
Lighting from outside
Is the premise in a mall or outside stand alone shop?
Is there a veranda outside the building that prevents natural like entering the building?
It may be dark inside the building also extra lighting may need to be considered for the
inside.
Outside seating
Common in many coffee shops is outdoor seating.
This increases the sales capacity for business so consideration for seating and tables in
this area needs to be undertaken.
Will they stand up to getting wet?
How will the tables and chairs handle long exposure to sun and outdoor weather
conditions?
What permits are required for this seating area?
Permits may be required from local government authorities. Who owns the space that is
being used?
Mall management
Private landowners
Does the local Government Authority allow outside dining on footpaths?
It may be possible to serve outside coffee drinkers from „hole in the wall‟ set up.
This may need to be considered before setting up coffee machine positioning inside.
Does the outside need shelter from the elements; rain, sun and wind.
Kitchen equipment
It is understood that it is not a restaurant that is being established but a coffee shop.
The same equipment may be required
depending on level of service that is going to
be offered.
If any food is to be offered then commercial
quality equipment is the best type to be
supplied.
If gas cooking to be used then an air
extraction system needs to be installed.
This is a safety reason as well as a method
of extracting hot air from the kitchen.
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Air extraction systems stop the build up of gas from an appliance that may have been
left on or when the flame goes out and nobody notices.
When the gas builds up:
It can have an adverse effect on people
If a spark is introduced it can cause fire or an explosion.
Stoves
These can be gas or electric. Gas is considered more efficient and the heat can be
controlled more easily.
Air extraction system is needed if gas is used to
fuel the stoves.
Size of the stove will be determined by how much
business the enterprise believes it will be doing.
Four burners are minimum with six or eight for larger
premises.
Cold holding equipment
This is equipment that may be needed to hold pre prepared foods that may be stored
away from unprepared foods.
Ice cream for service may have to be stored in freezer operating at minus 10°C rather
than minus 18°C.
Hot holding equipment
When food is cooked and held in Bain Marie until served. These need to be operating
efficiently.
These tend to be part of the serving area in the kitchen or in the front of house area.
Cold storage
Cold storage with standing single door entry or as a „walk in‟ cool room. Size needs to be
sufficient to handle all requirements of both front of house and kitchen needs.
Frozen storage
Walk in freezer is maybe not needed for coffee shop but an efficiently operating freezer
will be needed to hold any frozen foods until required for service.
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Dry storage
Area for holding all products that does not need to be held in
controlled atmosphere; chilled, frozen or hot will be held here.
Will also store take away containers for food and coffee drinks.
Paper products that may be required for kitchen and front of
house needs:
Serviettes
Kitchen towels
Plastic wraps
Paper bags.
Crockery
Colour and design of plates and bowls need to be considered.
How easy will special shapes be to replace if broken?
It is against Food Safety Plan guidelines to use chipped or cracked crockery. They must
be thrown away.
It is good practice to purchase durable tableware that is easily replaced.
Some coffee shops are quite happy to use mixed sets.
Cutlery
Will there be take away disposable (plastic or cornstarch) and in house metal cutlery?
In house metal requires washing and replacement of lost items.
Disposables cause more landfill issues but are a cost reduction measure.
High market coffee shops should have metal cutlery.
Floor coverings
Non slip flooring needed in the kitchen.
Kitchens are notorious for slips and falls due to spillages around sink areas and stoves.
Preparation areas where oil is used
Staff just brushing rubbish onto floor to be cleaned up later.
Floors need to be covered with covering that will be easy to clean and maintain as well as
being durable and long lasting.
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Work Projects
It is a requirement of this Unit you complete Work Projects as advised by your Trainer.
You must submit documentation, suitable evidence or other relevant proof of completion
of the project to your Trainer by the agreed date.
Students need to submit a report that will encompass the need to research and acquire
information that will allow them to set up a coffee shop.
There will be four parts to this report. This report will act as part of their assessment.
Students will need to:
1.1 Plan coffee shop requirements for the selected area
What permits are required for the coffee shop?

Local Government Authority for business registration
Food Safety Plans in place
Public playing of copyrighted music.
1.2. Develop floor plan for the production and service areas of the coffee shop. .
Where is all the equipment going to be positioned?

Kitchen plans requirements
Front of house plans requirements.
1.3. Develop plan for seating area for customers to be seated.
Plan of layout of tables and chairs

Indoors
Outdoors.
1.4. Identify what fixtures and fittings that will be needed
Working to business plan budget; decide what level of quality that can be applied
to fittings and fixtures
Decor decisions that will add to the ambience of the establishment.
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Summary
Plan coffee shop facilities
Plan coffee shop operations according to available facilities and customer expectations
Planning is the most important stage at the beginning
What type or style of coffee is best to sell?
What area is best to sell? What market? Budget? Premium?
How large is the operation going to be in the chosen market?
What is going to be needed to produce this style to this marketplace?
Without answering all of these questions then problems will arise that will complicate the process.
The plan is going to need several variations.
What is desired intended result?
Can this be funded? What are the costs involved?
Develop floor plan of production and service areas
Work out how much space is going to be required to cover all criteria in your list.
Include all the minimal equipment required and maybe there is allowance for „extra‟.
Develop floor plan of customer area
Maximise the seating capacity by having mixture of table and seating choices
Inside and outside.
Identify fixture, fittings, décor and equipment according to business plan, floor plan and
budget
Make a list of what equipment and fitting that may be needed
Does it fit your business plan budgeting?
Can that quality be afforded or does a different piece of equipment need to be considered?
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Element 2:
Plan the product and service
elements of coffee shop operation
2.1 Plan and design the menu incorporating a
range of suitable food and beverage items
Plan the Menu
A menu is a list of food and beverage items for sale. The choice of items and selling
prices for the menu of a coffee shop is critical to its success.
The target customers and their preferences in terms of products and pricing are the main
factors to consider when planning a menu for a coffee shop.
The spending power of customers differs greatly from location to location, and regional
preferences related to product knowledge also
occur.
Customer spending power means how much the
average customer has to spend or how much are
they prepared to pay for coffee and food.
Competitor activity, their products and pricing
policy also play a part in the setting of prices,
whilst speed of service demands, e.g. at lunch
time, will influence the make-up of the menu.
The expected sales volume of the coffee shop must be considered when deciding the size
and range of the menu.
As volume increases so can the size of the menu without risking „dead stock‟.
Food preparation facilities and staff skills must also be considered when planning the
menu.
The menu must have a balanced use of equipment to prevent production bottlenecks.
For example, if the coffee shop has one microwave oven, and all the savoury products on
the menu are to be reheated in the microwave oven, service delays in peak periods are
bound to happen.
Holding savoury menu items in a heated cabinet is a solution to this problem, as is
reducing the number of savoury items on the menu.
Heating some of the product in the service area takes the pressure off of the kitchen staff.
Some coffee shops will hold food in bain marie and serve all from the front of house and
the kitchen just concentrates on replenishing display when they become depleted.
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Products available from outside suppliers aid diversity and convenience.

There must be sufficient choice in the menu to both stimulate and satisfy customers,
especially where repeat business is encouraged.
The use of a standard menu supported by a „specials‟ menu provides diversity without
risking slow-selling lines becoming established on the menu.
Specials menus also enable the coffee shop to clear excess stock or stock near „use by
date‟ by promoting these items and/or reducing their price.
Hot beverages include a range of coffees and hot chocolate
drinks made from the espresso machine, and a range of tea
blends, including herbal.
A particular supplier of coffee or tea may also be chosen and
promoted.
By specialising in one brand of coffee the operator of a coffee shop may receive free or
subsidised use of an espresso machine, or an enhanced image.
Cold beverages include carbonated drinks, still waters, fruit and vegetable juices, milk
drinks, and blended fruit and milk drinks which may be self served from display
refrigeration inside the coffee shop.
Food on the menu includes hot savoury items such as meat and vegetable-filled pies,
sweet pastry items such as fruit flans and tarts, cakes and gateaux (layered cakes) and
yeast-risen sweet dough products such as croissants and Danish pastries.
Student Activity
Plan and write the menu for a coffee shop seating 65 persons in a city suburban shopping centre.
The shop has a kitchen which allows the finishing of goods, but not the manufacture of complex
items such as croissants or Danish pastries. It has an instant boiling water supply and a two group
espresso machine.
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Menu Design
The design and display of the menu is a powerful element in the success of a coffee
shop. It will influence the choices made by customers, and therefore the product mix and
the profitability of the coffee shop.
Choices for the menu display in a coffee shop include table displays, wall displays and
floor standing displays.
Some examples are light box signs, where backlighting illuminates a transparency,
blackboards (often professionally written), neon signs and paper menus.
Paper menus can be produced in Desktop Publishing programs on personal computers,
and can be laminated to provide durability.
Clean and tidy menus always reflect the attitude of the staff in a
coffee shop.
External signs must also be designed to meet council requirements
for a coffee shop and specials boards and the standard menu
should be displayed so that they may be read by customers outside
the coffee shop.
Effective signs are bright and readable to attract and inform
customers.
Menu design is made up of text, graphics and layout. People tend
to read from top to bottom, and start at the top left corner of a one-
page document.
Products which have a relatively low cost and high selling price are best placed at top on
the right-hand side of the menu as it is opened in a one-fold, two-page menu.
A menu must always include the name of the coffee shop, its address and telephone
number.
The style of the written menu should reflect the atmosphere of the coffee shop. It can be
theme-based or generic, humorous or informative, highly decorated or plain.
Remember
Spoken menus are not worth the paper they are written on.
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Sample menu
Snacks
Sourdough toast with summer fruits jam 3.50
French Toast with Cranberry flavoured maple syrup 5.00
Fresh fruit salad 4.50
Muesli served with Greek style yoghurt 6.00
Ham, tomato and cheese Foccaccia 7.00
Avocado and tomato on toast with pungent mustard seed dressing 9.50
Ploughman‟s lunch with house pickled vegetables and sourdough bread 11.50
Hot meals
Soup of the day 7.00
Poached Eggs topped with Hollandaise 12.00
Spirelli pasta with choice of sauces; Bolognese or Napoli 12.00
Tandoori chicken served atop of aragula salad with lemon vinaigrette 13.50
Vegetable lasagne 13.00
Drinks
Coffee
Latte 3.00
Cappuccino 3.00
Macchiato 2.80
Long black 2.80
Orange Juice 3.50
Mango smoothie 5.50
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Espresso coffee making

Espresso coffee is where hot water is forced through the ground coffee under pressure to
extract the flavour of the beans without the grounds being in the water.
These machines are expensive to purchase and
need a specific place for them to sit in the
premises.
They need water piped into the machine and
this must come in under pressure from mains
water.
To this extraction heated milk is added. Flavour
variations come from % of coffee to milk and
laso styles differ slightly.
Espresso coffee Styles
Espresso or short black

A small „shot‟ of water through the coffee results in an intensely
flavoured water with a creamy brown „crema‟ sitting on the top. 8gm of
coffee grounds and 30 ml of water.
“Crema” is a froth that sits on top of the coffee after water has been
passed through the coffee grounds under pressure.
Long Black; Americano or lungo

Espresso topped up with hot water from boiler.
Ristretto
Intensely flavoured 15ml shot of liquid, intense flavour; every small
cup; popular in Italy where people walk in off the street and have a
very quick coffee at the bar and walk out again.
Customer preference and styles of coffee differ in different countries.
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Doppio
A double shot of coffee 16gms of ground and 60ml of water.
Macchiato
Espresso size „stained‟ with a very small amount of milk served
with a dollop of foam.
Macchiato like this was invented in Australia. Italian macchiato is
hot milk satined with coffee.
Cappuccino
Equal volume of espresso and milk topped with frothed foamy
milk; sprinkled with drinking chocolate. It is served in a cup.
Cafe Latte
Australian variation on milk coffee or café au lait (French).
Espresso and hot milk with dense layer of foamy crema milk mix
on top; served in a glass.
Flat White
Espresso and hot milk, not necessarily foamy on top.
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Mocha
Heated foamed chocolate milk added to espresso.
Vienna Coffee
A long black topped with whipped cream.
Coretto
Espresso with flavoured liqueur added like strega or grappa.
Affogato
This is actually a dessert but can be purchased in coffee shops.
Espresso mixed with alcoholic liqueur poured over vanilla ice

cream
 Dark rum and espresso over chocolate ice cream works well
also.
Flavoured coffee
Flavoured sugar syrups are added to espresso and topped up with
hot milk.
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Decaffeinated coffee
Decaffeinated coffee has had the caffeine in the green bean
neutralised before it is roasted. Caffeine can cause health issues
with some people.
On its own caffeine is a stimulant. It can cause heart palpitations.
Product knowledge
When taking customer orders, it is important to be able to actively „sell‟ the products that
are available – central to an ability to do this is a thorough understanding of the products
on offer.
This „product knowledge‟ requires you to
be able to describe and differentiate
between products and to speak to the
customer from a position of informed
professionalism, as opposed to talking
down to them, or „being superior‟.
You must know the differences from the
styles/types of coffees on offer, the brand
names being used, the various grinds,
milks, sweeteners, cup/mug sizes, prices,
preparation times, how they can be served.
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2.2 Identify suppliers for menu items

Suppliers
Suppliers may include:
Fruit and vegetables
Meat
Seafood
Dairy goods
Dry goods.
Coffee bean supplies
Tea supplies.
Some suppliers will be able to supply several categories of produce while others will only
supply one category of produce.
What suppliers are in the area where you with so establish the business?
Student Activity
Make a list and obtain the contact details of at least 2 suppliers for each of the categories listed
above
Considering which supplier to use will depend on several factors.

Are they prepared to supply in the quantity that might be needed? Some suppliers
demand minimum purchases before delivering?
When starting out small there may be a need to travel to markets to obtain small
amounts of produce. Sometimes this can be better value than purchasing from
suppliers but your time needs to be included in final analysis
What are the terms of trade expected?
When do they deliver to your area?
Can they deliver when you are not busy?
Having commodities delivered when you are bust can be inconvenient and then there is
the possibility of mistakes happening when receiving stock.
What commodities are required will be depends on the depth of the menu?
Coffee shop operations may relate to:
Opening days, times
Customer numbers
Equipment
Deliveries.
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2.3 Prepare work schedules in line with coffee

shop operations
Opening hours
Hours of operation will be determined by location and when will be peak times for
customers.
Industry calls this „foot traffic‟. When will the customers be
walking by the coffee shop to be interested in coming for
coffee?
Coffee shop business can be very competitive and the
level of service needs to be very good.
It can be well priced without being cheap
It can be good quality without being expensive.
Hour of operation for coffee shop will normally be early morning through to mid afternoon:
7am until 4pm.
After 4 pm in Australia most people are heading home after the day‟s work and tend not to
drink coffee. Beer and wine after a hard day at work is the preferred refreshment.
Coffee is consumed after the evening meal in restaurants and bistros.
For a coffee shop to compete in evenings against these businesses would be
counterproductive.
Student Activity
Survey Local activity to assess what will be the best hours to operate in your area
Not all culture drink alcohol so coffee house may do well in those market places.
Every market place is different and businesses need to be able to adapt to changes to
customer wishes.
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Working hours of staff

Working hours of staff will be determined by preparation times of menu items.
If proper planning has been put into place most coffee shops can be operating within 30
minutes of staff starting work.
Espresso machines take time to come up to correct
operating temperature.
Practice is to leave them on all the time
Staff still need time to prepare areas
Put away any early morning deliveries
Change into work clothing.
A coffee shop that opens at 7am will require staff to be there by 6.30am.
Peak times will be for coffees purchased by customers on the way to work.
Customers may come in for breakfast items - Take away of eat in.
After 9am trade may slow for 1 hour before mid morning coffee drinkers come to
purchase.
Lunch time is the peak of the day lasting maybe 2-3 hours.
Slow down after 2pm.
Keep open and serve until 4pm close.
Final 30 minutes to do final clean in preparedness for next day‟s trade.
So when is staff required?
1 front of house to open
1 in Kitchen.
Kitchen hand starts at 8am.
Second front of house start at 8 am.
Second kitchen person (if needed) also 8 am start for lunch preparation.
Waiter start for lunch time service starts 10am until l2 pm.
Service of lunch rush with 2 counter staff front of house and 1 waiter.
Kitchen staff 2 cooking for lunch and 1 kitchen hand.
2 pm early staff leave for the day.
Late start staff remain to close business at 4.30pm.
Total staff required will depend on size of business.
In the beginning the hardest worker will be the owner trying to keep cost t minimum by
working 2 shifts themselves.
Not until business make turnover to „break-even point will the owner be able to have extra
to pay for more staff.
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Student Activity
Write a staff work plan roster that they will require for their coffee shop requirements
Include staff break time in accordance with government regulations
Australian Occupational Health and Safety Regulation State:
“No person is to work more than 5 hours without a break of at least 30 minutes, unpaid, if a person
is not able to take a 30 minute break they must be paid double rates after 5 hours until they are
able to take a 30 minute break.”
What are the workplace regulations in your area?
What are the employer responsibilities?
What are the employee responsibilities?
There will be main periods when staff are required

Start up time
This will be hectic if customers are waiting but it can also be the slowest item. Minimal
staff begin the operating of the business and serve those customers that come in a
manageable pace.
Peak time
This is when so many people are coming into the place of business that all staff are
working to serve the customers as quickly as possible.
For coffee it can be between breakfast and lunch. Customers come in for morning coffee
break and maybe a snack.
Women are out shopping with friends and want a coffee and chat.
For food it may be the lunch hour or break; that time period may extend over 2 hours and
then begin to slow as the afternoon passes.
Shut down time
The time of day that not many customers are coming in and staff are cleaning and
preparing for the next day. Too early to close and while the staff clean up they can pick up
extra sales.
The need for staff will change as the day changes. There must be staff to cope with the
influx of business and if staff are not there then customers will leave.
Staffing is a balancing act. Formula is not defined. Hours need to be averaged.
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Work Projects
2.1 Plan and design the menu incorporating a range of suitable food and beverage items
Design a menu with suitable foods for coffee shop

Do not use foods that are on the SAMPLE Menu
Students should research western menu items
Menu items should match available facilities.
2.2. Identify suppliers for menu items
List 4 different suppliers for different commodities

Why have you chosen these suppliers?
Quality of product or prices that are being charged.
2.3. Prepare work schedules in line with coffee shop operations
Prepare a staff roster for 4 front of house staff and 3 kitchen staff plus a kitchen
hand for cleaning
Start times and break times to be included.
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Summary
Plan the product and service elements of coffee shop operation
Plan and design the menu

Decide what type of coffee shop that will be:
Coffee and light refreshments

Coffee and snacks
Coffee shop café mix.
Identify suppliers for menu items
What supplies can they deliver to you?
Are they able to service your requirements?
Do they give trading options for payment of goods?
Prepare work schedules in line with coffee shop operations

What are the best hours to trade?
How much time required to setup before trading begins for the day?
How many customers are capable of being served?
Larger the customer capacity the larger the number of staff required.
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Element 3:
Prepare food item display and serve
coffee shop items
3.1 Plan the display of food items
Visual appeal is very important in displaying finished goods for sale.
Customers are attracted to bright colours and
creative formations, and are stimulated by a clean,
wholesome display.
Brightly coloured items attract the eye of the
customer.
Look more appealing when the customer can see
the filling rather than just the colour of the bread.
Displaying pastries use bright colours and
complimentary flavours to add appeal.
Flan gel is a product for pastry which gives a smooth glossy appearance to the surface of
flans and tarts, and prevents drying out.
Finished goods are displayed in either refrigerated or non-refrigerated display cabinets
depending on whether they are hazardous or not.
Hot savoury products are placed in a display food warmer and the temperature monitored
to ensure food safety and customer satisfaction.
Time spent in the warmer will be detrimental to quality so moistening the atmosphere in a
food warmer with a bowl of water will help prevent products from drying out.
In a situation where food may be self served, customers must only handle foods with
utensils, and all food must be protected by see through guards that prevent spittle from
falling onto foods.
Smoking should not permitted near food that is being displayed for sale.
Display cabinets must be kept crumb free, and serving tools which become encrusted
must be changed on a regular basis.
Children in particular often wipe their hands over glass-fronted displays which must be
kept streak free.
Maintaining an establishment’s image throughout the day is essential
Using coloured trays and plates and placing coloured or plain doyleys underneath foods
will highlight products on display.
Arranging individual pastries in geometric patterns on trays also highlights the display. If
space permits, always display a full uncut product closest to the customer, and have a cut
product behind or to the side from which to serve.
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Try to maintain full presentation at all times. The last slice never sells so put a fresh whole
product out and the last slice can be plated ready to serve.
Always place products in clear, air-tight and covered containers on the counter top,
especially smaller, less costly items such as biscuits.
Covering containers on bench tops prevent customers from touching unprotected foods.
Customers will tend to buy these items on impulse.
3.2 Prepare and serve beverages and food items

The operator of a coffee shop must ensure that all products and equipment are ready for
service before the arrival of the first customers.
This is known as „prep‟ or „mise en place‟ which is a French culinary term meaning „put in
place‟.
To prepare high-quality products, and ensure smooth workflow of the coffee shop, mise
en place must cover the sales volume estimated for the day.
By estimating accurately, wastage of food and labour is avoided.
The equipment of the coffee shop must be prepared for service.
Equipment used to make coffee must be clean and espresso machines need to „warm up‟
to operating pressure and temperature.
Equipment for heating or cooling must be switched on and brought to operating
temperature.
Benches, cutting boards and cloths must be clean, and small
items, such as knives, tongs or ladles must be placed at the
appropriate work station.
Ingredient stocks, such as ground coffee or milk must be checked
for freshness and adequacy for the sales volume estimate.
Utensils, crockery and cutlery (tableware) must also be made
ready for service.
Tableware must be clean and polished, and stored adjacent to the service area.
Coffee and tea stain most china, and this will require occasional bleaching or scrubbing to
retain its whiteness.
Stocks of consumables required for service, such as doyleys, napkins, straws, placemats
and docket books, must be checked for adequacy and replenished as required.
The front of house area must be cleaned and tables should be fully set as per the table
plan.
This may include salt and pepper shakers, packaged sugar sachets, sugar holders,
flowers, menus, napkins, cutlery and table numbers.
Presentation and first impressions are very important to a coffee shop. Many customers
will not give any establishment a second chance, and in a competitive business
environment a coffee shop cannot risk losing customers.
A general rule is that a disgruntled customer will tell roughly seven people about a poor
experience with a business.
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46 Trainee Manual
The definition of „service‟ in terms of customer expectations is that they all need:
To feel welcome and respected
To be dealt with in a friendly, efficient and courteous manner
To receive help and assistance when needed
To be in clean, comfortable surroundings
To feel recognised and remembered
To be listened to and understood.
Speed of service is also very important in a coffee shop. The key to efficiency is being
prepared and organised.
Student Activity
1. Using the floor plan you designed earlier and the menu you wrote have prepared; prepare a
pre-opening checklist of readiness of equipment for staff to use to ensure all equipment is
ready for business
2. Using the table plan you designed in earlier, prepare a pre-opening checklist for staff to ensure
the readiness of the front of house.
Service of Coffee, Tea and Beverages

In a coffee shop, the service of coffee, tea and beverages begins after taking the order
which can be either written on a docket or made verbally.
The operator of a coffee shop must ensure staff serving coffee, tea and beverages are
conversant with the different styles of coffee, tea and beverages on the menu, and that
they have standard recipe cards for reference.
This could be as simple as a list of styles with
making and garnishing instructions, or as complex
as individual cards for each style with photographs
of finished products.
Coffee is normally ordered with the addition of milk
(specified, e.g. skim, soy, full cream or not).
Sugar may be set on the table, or with the coffee,
packaged in single-serve portions.
Specific sugars for coffee service include
granulated coffee crystals which are coarser than table sugar, and have a stronger
molasses flavour. White sugar is also compressed into single-serve cubes.
A clean teaspoon is served with all hot beverages on the right side of the product, e.g.
saucer, plate, etc., as most people are right handed.
Milk varieties include full cream, reduced fat or skimmed. Soy milk should be made
available for customers who prefer not to use cow‟s milk.
Coffee cups may have a thicker rim and be heavier than tea cups. However, in most
establishments today, coffee and tea are served in the same type of cup.
© ASEAN 2013
Trainee Manual 47
Coffee
Most coffee styles served in coffee shops are based on espresso coffee. Some of the
styles are:
Long Black - a single serve of espresso coffee served in a full-
sized cup
Short Black or Espresso Coffee - a single serve of espresso
coffee served in a small, or „demi-tasse‟ cup
Cappuccino - a measured serve of espresso coffee in a full-
sized cup topped with an equal amount of frothed milk.
Garnished with a dusting of powdered chocolate, Dutch cocoa
or cinnamon, etc
Caffe Latte - a one-third serve of espresso coffee in a full-sized
cup topped with hot milk, not froth. Normally served in a glass,
it must be accompanied by a napkin for ease of handling
Macchiato - a short black coffee served with a dash of milk froth
Vienna Coffee - a half-serve of black coffee topped with whipped cream and
powdered chocolate. Normally served in a liqueur coffee glass
Doppio - double short black or double espresso
Iced Coffee - a cold drink made from black coffee, milk, whipped cream and ice
cream. Normally served „long‟ in a parfait glass with a parfait (long- handled teaspoon)
spoon and drinking straw
Decaffeinated coffee - in ground or instant form is coffee which has had the caffeine
removed.
Caffeine is a mild stimulant which some customers prefer not to consume.
It is also present in tea.
Other coffee styles may include
Cook-in Greek and Turkish style
Filter coffee which is drip
Plunger coffee.
Coffee may be scented or flavoured with essences of hazelnut, peppermint, rum,

amoretto, or citrus oils.
This is a good method for the operator of a coffee shop to
„value add‟, or to increase the prices of basic goods by more
than the cost of the increase. The use of alcoholic
flavourings is regulated by licensing laws, and reference
must be made to the appropriate liquor licensing authority
before offering any alcoholic beverages for sale or
consumption.
Hot chocolate is made from drinking chocolate and hot milk
and marshmallow or whipped cream is used as garnish.
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48 Trainee Manual
Student Activity
Write a standard recipe for cafe latte, then for the purposes of training future staff, prepare and
serve it.
STANDARD RECIPE
Item: Recipe Card No:
Number of Serves:
Ingredients/stock Equipment Method
Service: Garnish:
© ASEAN 2013
Trainee Manual 49
Tea
Available in a wide range of style and flavours, tea is served in either
a cup or pot, and may be brewed using loose tea or tea bags.
A coffee shop will usually offer individual serves of tea in a pot, with
the pot containing 1-2 cups of tea. When made from loose tea, a
strainer must be served with the pot.
Milk is normally served separately in a jug, and if sugar is not included
in the table plan, it will be served on the side also.
A separate jug of hot water may be served with tea so that customers
can dilute the prepared tea to their preferred strength.
Service of other beverages

Carbonated drinks in a coffee shop may be packaged in bottles and cans and served
from a machine known as a „post mix‟, which mixes flavoured syrup with carbonated
water.
Packaged drinks may be self-served from a display fridge, or served to order by the
coffee shop staff.
Carbonated drinks may be served into a glass by the coffee shop staff, or in the package
with a glass and straw on the side.
Service of still and carbonated waters is the same as serving carbonated drinks.
Milk-based and fruit-based beverages in a coffee shop are either made to order or
packaged.
The operator of a coffee shop will prefer to sell beverages that are made on the premises
because they offer higher profitability.
These items also offer better presentation, and allow operators the
chance to differentiate their menus from those of their competitors.
Examples of packaged milk-based and fruit-based beverages are
flavoured milks and fruit juices.
Examples of milk-based and fruit-based beverages made on the
premises are iced coffee, milk shakes (blended milk, ice cream,
and flavouring), fruit juices and fruit smoothies (fruit, milk,
sweetener and ice cream, blended until smooth).
Examples of fruit used for beverages in a coffee shop include bananas, lemons,
mangoes, oranges, pineapples, strawberries, watermelon and tomatoes.
Vegetables include celery, carrot, cucumber, and mint while garnishes include sliced fruit,
maraschino cherries, pickled onions and olives.
The choice of fruits and vegetables used in drinks on the menu will vary according to the
season, pricing and availability.
These may be freshly prepared in the coffee shop or purchased as a prepared product
and are often preserved by canning or heat treatment.
Served in a tall glass, a „spider‟ is a combination of carbonated beverage and ice cream.
© ASEAN 2013
50 Trainee Manual
Types of equipment used in a coffee shop for the preparation of these beverages include:
Milkshake mixers
Blenders
Juice extractors
Food processors.
Standard recipe for drinks

The operator of a coffee shop must set standard recipes including the equipment used for
preparation, and the glassware used for service of milk-based and fruit-based beverages.
Garnishes must also be specified, e.g. straw, parfait spoon, doyley, sliced fruit.
Variations in portion size, appearance and flavour may occur without a standard recipe.
Consistency is a pre-requisite for success.
Student Activity
1. From the recipe for a fruit smoothie, write a standard recipe card, then for the purpose of
training future staff, prepare and serve it. Does it work? How can it be improved? Does the
costing match the quality of the product?
STANDARD RECIPE
Item: Recipe Card No:
Number of Serves:
Ingredients/stock Equipment Method
Service: Garnish:
2. Contact a local fruit and vegetable supplier. Find out and list what suitable fruits for beverages
are currently in season or available.
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Trainee Manual 51
Self Check
Did you understand the activity/activities you were asked to do?
Did you allocate enough time to complete the activity/activities?
Can you choose the correct ingredients for the preparation of tea, coffee and cold
beverages in a coffee shop?
Can you choose the correct equipment for the preparation of tea, coffee and cold
beverages in a coffee shop?
Do you know how to prepare and serve beverages in a coffee shop?
If you have answered NO to any of the above questions, ask your Trainer for help.
If you do not fully understand an activity, repeat it.
© ASEAN 2013
52 Trainee Manual
Work Projects
3.1 Plan food display items:
What product will sit at ambient room temperature

What precautions will need to be in place to protect this product from
contamination
How much product will need to be kept in controlled atmosphere storage
How will this product be displayed and present to the customer
What will distinguish this product from the competition?
3.2. Prepare and serve food and beverage items
What different product will be sold?

How many alternatives will be offered other than coffee?
What is the main selling point of your product?
© ASEAN 2013
Trainee Manual 53
Summary
Prepare food item display and serve coffee shop items
Plan and serve food items
Make food appealing to the eye
Use colour to attract the customer
Display most popular products at eye level.
Prepare and serve beverages and food items
Set up system that everything is within easy reach for making of products
When equipment is used it must be cleaned and go back in the same position every time.
Have standard recipes for each coffee and drink
All employees make the same drink taste the same
All food must be served the same way each time
Have standard recipes for each dish with photograph.
© ASEAN 2013
54 Trainee Manual
Element 4:
Organise the storage of coffee shop
produce
4.1 Food items are stored at correct temperature
and conditions
Introduction
Local government authorities will require all premises that sell food to the public to have a
Registered Food Safety Plan in place before they begin trading.
The Food Safety Plan will require that all high risk foods be stored at a temperature that
will minimise the growth of bacteria thus reducing the risk of adverse reaction in the
consuming public.
That means if you follow the Food Safety Plan people who eat food produced and sold
from your premises may not get sick.
High risk foods need to be stored below
5°C
Fresh foods should not be stored for more
than three days
Longer storage food should be frozen
below minus 18°C
Frozen foods stored for no more than six
months
All stored foods need to be labelled
 On the label
 Name of the ingredient
 Date of production
 Use by date
 Name of person producing food
Humidity of cool room should be around
85%.
© ASEAN 2013
Trainee Manual 55
What are high risk foods?

High risk foods are fresh foods that have high protein levels and moisture content:
Fresh and cooked meats
Fresh and cooked fish
Dairy products
Freshly cut fruits
Cooked rice
Cooked pasta.
Foods that need to be refrigerated below 5°C or frozen below minus 18°C.
Dry packaged foods are not considered high risk. They can be stored at ambient room
temperature.
4.2 Maintain maximum eating quality, appearance

and freshness
Quality freshness and appearance are all elements of customer satisfaction from
consuming food sold from commercial premises.
Maintaining food at their optimum is balanced between minimising costs and maximising
returns from monies invested in business.
Maximum freshness is delivered by producing only what is
required for the day
Using the best quality ingredients available
Good cooking skills being applied to those products
Applying good presentation skills to the finished product.
This is difficult to achieve. Customers want variety and carrying product that does not sell
will be a drain on resources
Maximum Freshness
Purchase product so that it will match the rate of usage of the business.
When purchasing product already manufactured, only purchase
what can be sold.
It is good practice to be optimistic and hope that everything is
always sold:
Keep records of number sold
This allows for knowledge for the same time next month or year
Show that the business is growing
Keeps you informed as to what sells well and what does not
If product is sold out before end of days trading, how many
more could have been sold
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56 Trainee Manual
Increased sales are increased business, increased profits.

Making „in house‟ means more staff time in kitchen:
Keeps product unique to your enterprise
Purchasing from outside is having same as everybody else.
Purchase only what is required, but with proper storage goods can run over to next day.
Having a good supplier
Having a good supplier that is keen to see your business grow so their business can grow
is to everybody‟s benefit.
Suppliers need to keep their commodities fresh just the same as you do.
© ASEAN 2013
Trainee Manual 57
Work Projects
4.1 Define the standards that all foods are going to be stored to maintain freshness:
What does the Food Safety Plan state?

Is this sufficient?
How can it be done better?
4.2. How will maximum eating quality be maintained in the finished product?
How does the enterprise succeed in this?
© ASEAN 2013
58 Trainee Manual
Summary
Organise the storage of coffee shop produce
Food items are stored at correct temperature and conditions
High risk foods need to be stored below 5ºC.
Keep fresh for 3 days.
Freezer if required for longer storage; below minus 18ºC, no more than six months.
All items must be properly labelled and wrapped:
Name of product
Date of manufacture
Use by date.
Dry goods must be in sealed containers that are properly labelled.
Chemicals must be stored away from food products in separate area designated for chemical
storage.
Maintain maximum eating quality, appearance and freshness
Produce only what is required for needs of the business for next day or two.
Make in small batches.
Store food cover so as to not damage during storage.
© ASEAN 2013
Trainee Manual 59
© ASEAN 2013
60 Trainee Manual
Presentation of written work

1. Introduction
It is important for students to present carefully prepared written work. Written presentation
in industry must be professional in appearance and accurate in content. If students
develop good writing skills whilst studying, they are able to easily transfer those skills to
the workplace.
2. Style
Students should write in a style that is simple and concise. Short sentences
and paragraphs are easier to read and understand. It helps to write a plan
and at least one draft of the written work so that the final product will be
well organised. The points presented will then follow a logical sequence
and be relevant. Students should frequently refer to the question asked, to
keep „on track‟. Teachers recognise and are critical of work that does not
answer the question, or is „padded‟ with irrelevant material. In summary,
remember to:
Plan ahead
Be clear and concise
Answer the question
Proofread the final draft.
3. Presenting Written Work

Types of written work
Students may be asked to write:
Short and long reports
Essays
Records of interviews
Questionnaires
Business letters
Resumes.
Format
All written work should be presented on A4 paper, single-sided with a left-hand margin. If
work is word-processed, one-and-a-half or double spacing should be used. Handwritten
work must be legible and should also be well spaced to allow for ease of reading. New
paragraphs should not be indented but should be separated by a space. Pages must be
numbered. If headings are also to be numbered, students should use a logical and
sequential system of numbering.
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Trainee Manual 61
Cover Sheet
All written work should be submitted with a cover sheet stapled to the front that contains:
The student‟s name and student number
The name of the class/unit
The due date of the work
The title of the work
The teacher‟s name
A signed declaration that the work does not involve plagiarism.
Keeping a Copy
Students must keep a copy of the written work in case it is lost. This rarely happens but it
can be disastrous if a copy has not been kept.
Inclusive language
This means language that includes every section of the population. For instance, if a
student were to write „A nurse is responsible for the patients in her care at all times‟ it
would be implying that all nurses are female and would be excluding male nurses.
Examples of appropriate language are shown on the right:
Mankind Humankind
Barman/maid Bar attendant
Host/hostess Host
Waiter/waitress Waiter or waiting staff
© ASEAN 2013
62 Trainee Manual
Recommended reading
Recommended reading
Plan coffee shop layout, menu and storage; 2002; ANTA: Australian National Training
Products
Prepare and serve Espresso coffee, Jill Adams 2010; William Angliss Institute of TAFE
Everything but espresso; Professional coffee brewing techniques; 2010; Scott Rao
Safe Food Australia; 2001; 2nd edition; Food Safety Program; Australia New Zealand Food
Authority FZANZ
Website:
http://www.foodstandards.gov.au/scienceandeducation/publications/safefoodaustralia
2nd519.cfm
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Trainee Manual 63
Recommended reading
© ASEAN 2013
64 Trainee Manual
Trainee evaluation sheet

The following statements are about the competency you have just completed.
Don’t Do Not Does Not

Please tick the appropriate box Agree
Know Agree Apply
There was too much in this competency

to cover without rushing.
Most of the competency seemed relevant

to me.
The competency was at the right level for

me.
I got enough help from my trainer.
The amount of activities was sufficient.
The competency allowed me to use my

own initiative.
My training was well-organised.
My trainer had time to answer my

questions.
I understood how I was going to be

assessed.
I was given enough time to practice.
My trainer feedback was useful.
Enough equipment was available and it

worked well.
The activities were too hard for me.
© ASEAN 2013
Trainee Manual 65
The best things about this unit were:
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
The worst things about this unit were:
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
The things you should change in this unit are:
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
© ASEAN 2013
66 Trainee Manual

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Manage and operate a coffee shop

Project Director: Wayne Crosbie

Introduction to trainee manual........................................................................................... 1

Assessment matrix ........................................................................................................... 5

Manage and Operate a Coffee Shop ................................................................................ 9

Element 1: Plan coffee shop facilities.............................................................................. 11

Element 4: Organise the storage of coffee shop produce ................................................ 55

Presentation of written work ............................................................................................ 61

Trainee evaluation sheet................................................................................................. 65

Introduction to trainee manual

Element 1: Plan coffee shop facilities

Element 2: Plan the product and service elements of coffee shop

Element 4: Organise the storage of coffee shop produce

Work Written Oral

Element 1: Plan coffee shop facilities

1.1 Plan coffee shop operations according to 1, 2, 3, 4, 5,

1.2 Develop floor plan of production and service

1.3 Develop floor plan of customer area 1.3 13 3

1.4 Identify fixture, fittings, décor and equipment

2.1 Plan and design the menu incorporating a

2.2 Identify suppliers for menu items 2.2 18 6

2.3 Prepare work schedules in line with coffee shop

3.1 3.1 20, 21,

Element 4: Organise the storage of coffee shop produce

4.1 Food items are stored at correct temperature

4.2 Maintain maximum eating quality, appearance

Acidity Acidity should not be confused with bitterness. 100% Arabica

Amenities Something that contributes to physical or material comfort

Barista The person who make coffee on espresso machine

Crema A well-made espresso should have this golden layer to about ½

Customer Area Where the customers will be sitting

Facilities Amenities for comfort of customers

Tableware Equipment used to consume foods - Knives, spoons, chopsticks,

Manage and Operate a Coffee Shop

Front of House Workspace

Frozen storage is provided by a freezer room, commercial upright freezers, or domestic-

Liaise with kitchen staff

1.2 Develop floor plan of production and service

Other activities will be the:

1.3 Develop floor plan of customer area

Style and format

Hot and cold display cabinets

Specialised equipment for coffee shops

1.4 Identify fixture, fittings, décor and equipment

Lighting, heating, cooling, ventilation

1.1 Plan coffee shop requirements for the selected area

What permits are required for the coffee shop?

Where is all the equipment going to be positioned?

1.3. Develop plan for seating area for customers to be seated.

Plan of layout of tables and chairs

1.4. Identify what fixtures and fittings that will be needed

Planning is the most important stage at the beginning

What type or style of coffee is best to sell?

What area is best to sell? What market? Budget? Premium?

How large is the operation going to be in the chosen market?

What is going to be needed to produce this style to this marketplace?

The plan is going to need several variations.

What is desired intended result?