Preparing and Serving Hot and Cold Beverages

1  Prepare equipment and work area for service

• Service areas: counter, seating
• Specialist equipment: espresso machine, bean grinder, knock out box, tamp, cream whipper, filter system, cafetière, blender, steamer, urn
• Service items: crockery, cutlery, glassware, napkins, disposable cups and lids, stencils, trays
• Other equipment: refrigerators, freezers, glass, dish washers
• Stock: coffee beans, ground coffee sachets (decaf), tea bags, loose tea, hot chocolate powder or syrup, fresh fruit items
• Accompaniments: milk, sugar, dusting powder, marshmallows, cream, syrups
• Service areas: counter, sitting

2 Check the extraction of an espresso coffee

• Grinder: grind setting, grind time, dose
• Espresso machine: LCD display, gauge
• Quality: extraction time, flow flavour, volume appearance
• Reporting: supervisor, line manager, problems, issues, queries

3 Serve a range of hot and cold beverages

• Customers: with special requirements, without special requirements
• Menu information: drinks available, drink composition, ingredients, method of preparation, prices, special offers, promotions
• Assist customers: providing information, making recommendations
• Maximising order: menu knowledge, suggestive selling, up-selling, additional items
• Prepare and serve hot beverages: coffee, espresso, americano, cappuccino, latte, mocha, flat white, tea, black tea, green tea, white tea, oolong tea, herbal or fruit infusions, Hot chocolate, powder, syrup
• Prepare and serve cold beverages: smoothies, milkshakes, frappés, fruit juices, soft drinks, waters
• Accompaniments: milk, sugar, dusting powder, marshmallows, cream, syrups
• Service areas: counter, seating

4 Clean and close down after service

• Legal requirements: temperature records, storage requirements, stock rotation and dates, any current legislation
• Specialist equipment: espresso machine, bean grinder, knock out box, tamp, cream whipper, filter system, cafetière, blender, steamer, urn
• Service items: crockery, cutlery, glassware, napkins, disposable cups and lids, stencils, trays
• Disposal: general waste, recycle

5 Work as an effective member of the team

• Communication:
• ~spoken e.g., tone of voice, terminology
• ~written e.g., documents, forms, reports, presentations
• ~body language e.g., posture
• Situations: formal, informal, queries or requests, complaints
• Codes of conduct: workplace policies, rules and procedures
• Reporting: supervisor, line manager, challenges, issues, queries

6 Follow health and safety procedures

• Common workplace hazards: slips, trips, falls, breakages, hot surfaces, chemicals
• Health and safety procedures: following fire regulations, fire drills, evacuation, manual handling, safe use of chemicals, report accidents, first aid
• Workplace emergencies: accidents, fire, breaches of security, illness
• Emergency procedures: raising alarm, calling emergency services, firefighting equipment, evacuation procedures
• Security procedures: control of keys, electronic systems, surveillance, control of entrances and exits, staff and visitor identity badge, reporting of suspicious persons and packages to line manager

7 Follow hygiene procedures

• Personal hygiene:
• ~clean clothing, footwear and headgear
• ~hair neat and tidy
• ~wear a head covering e.g., hairnet, hat
• ~washing hands
• ~no jewellery
• ~cover cuts and grazes
• ~report illness and infections to the proper person
• Cleanliness of work areas: clean cloths for wiping and cleaning between tasks, equipment used for preparing, displaying and serving food are clean and in good condition, waste disposed of promptly, hygienically and appropriately, use of correct cleaning chemicals
• Handling and storing food:
• ~covering food, separation of raw and cooked food, contact surfaces and equipment
• ~storage temperatures e.g., fridge, freezer
• ~food labelling and dates
• ~food temperatures e.g., cooking, serving re-heating
• ~cleaning and washing-up procedures
• ~handling of food waste