Onboarding & Orientation Led by: FP or Coach Start your new Learner s experience at the Second Cup by ensuring that he or she has a clear understanding of their role as a Barista and the expectations that come with it. Discuss all responsibilities and café policies in detail and ensure that the Learner s questions and concerns have all been addressed. This will create a foundation for a transparent employer/employee relationship, setting the new Learner up for success they will feel cared for and will produce great results for your guest and the café s operations. Before the beginning of the Orientation session; 1. Prepare a Welcome Gift Bag (optional). Welcome your new hire with a bag of coffee or a box of tea! 2. Prepare a complete set of uniform 3. Advise the team. Create an organizational announcement to ensure that the team is aware of the new Learner and when to expect them 4. Create an Employee File Print for your new hire Onboarding Toolkit www.secondcuplearning.com & www.cafeconnection.ca o All new hire forms and agreements are found within this kit Current promotion s Barista Job Guide www.cafeconnection.ca Café Fundamentals Learner s Guide www.secondcuplearning.com Have available in your café Staff Schedule Coffee & Tea Resource www.cafeconnection.ca My Coffee & Tea Journey booklet Guest Walk Checklist 1
Process Review of Job Description and Accountabilities. Go over onboarding package. Review: How to Lead New hire information Barista role, expectations and café policies Layout of café Team members Deployment Guest Walk Check List Café Fundamentals expectations In-café actvities By the end of this module, the Barista should have: A good understanding of all café policies Taken a complete tour of the café with you Met their co-workers, including any Primo Baristas or Coaches Reviewed and Completed the Guest Walk Checklist Completed all New Hire paperwork Received a complete set of uniform An understanding of his or her training schedule Received Café Fundamentals log-in information via e-mail. 2
Welcome to Second Cup Onboarding & Orientation: The purpose of this checklist is to provide structure for your new Learner s onboarding & orientation.. Action Welcome your new Team Member! Tasks Offer a beverage Cup a coffee on brew If applicable - Offer a welcome gift bag (including a tea and a coffee) Collect necessary employee information. Barista to complete Employee Start Form Further discuss with Barista with regards to the role, expectations and café policies. Review & Discuss Barista Attributes Review & Discuss Barista Job Description Discuss Café Policies & Sign all necessary agreements: o Uniform o Schedules o Breaks o Training o Warning System o Discounts o Evaluations o Other Café Policies Take the Barista on a full tour of the café, starting from the guest s perspective, behind the service counters and in the Barista backroom areas. Introduce the team, discuss deployment Take the Barista on a tour of the café point out special areas or instructions particular to your café. Tour the Barista back room & storage area point out where they can store their things, explain layout of storage areas. Walk behind the service line, discuss deployment Show where staff communication logs are kept, other reference materials (Promotional Barista Job guides) Show where the staff schedule is kept. Introduce the new Learner to all other Baristas working. Explain the different roles that team members may have (shift lead, etc.) Explain team deployment, how the tasks are divided amongst team members during the shift. 3
Ask: Why is it important to complete a Guest Walk Checklist? Expected answers include: Guest satisfaction, welcoming environment, clean café means loyalty and repeat guests, etc. Say: First impressions are critical to the success of our café. We want to ensure that our guests come to us not only for the great quality product that we offer but also for the welcoming environment we create that makes them feel at home. The Guest Walk Checklist The Guest Walk Checklist is a tool that we use to help us create and maintain this welcoming environment. Provide the Barista with a copy of the Guest Walk Checklist and review the sections with them. Answer any questions or concerns. Allow the Barista 20 minutes to fully review and complete the checklist while staying available to address further questions or concerns. At this point, the Barista is not to be resolving issues, only to observe where something is not right. Review the completed checklist with the Barista, asking them how they would resolve the issue. Assign light duties such as clearing tables or changing garbages. Other duties such as replenishing the condiment stand are coming up! If larger duties are required immediately, assign them to another Barista on shift. Sign up the Barista for Café fundamentals training. Create a Café Fundamentals account for the Barista using his/her e-mail address Remainder of Shift (or further training) Take the time to review any questions or concerns the Barista might have at this point. Have the Barista complete any outstanding new hire paperwork. Have the Barista continue to maintain the café area and observe guest transactions. Place all documents in the employee file 4
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