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Content Objectives

Tasks

Primary Task

Perform the responsibilities of a junior associate at Something’s Brewing.

Main and Supporting Tasks

• Describe the company's philosophy towards customer service.
• Describe the company's guidelines for promptness of service.
• Describe the company's 100 percent satisfaction guarantee.
• Describe the company's guidelines of respect for the individual.
• Describe the layout of the store.
• Given a map of the customer areas, locate seating, condiment stations, entrances, and restrooms.
• Given a description of the customer area, describe how tables in the seating area should be set.
• State the preferred location of tables.
• State the number of chairs that should be available at each table.
• State the location of counters.
• State the number of chairs that should be positioned under the counters.
• Given a description of the customer area, describe how condiment stations should appear.
• State the types of condiments that are available in each station.
• State the amount of sugar that should be available in the sugar containers.
• State the three types of lightener available at each condiment station.
• State the two types of artificial sweetner available at each station.
• State the amount of artificial sweetner that should be available.
• State the types of stirring and eating utensils available at each condiment station.
• State the location of sugars, sweetners, trash, utensils, lighteners, and napkins at each condiment station.
• State the location of spare condiments.
• Describe the organization of items behind the counter.
• Identify the location of the menu.
• State the location of the three parts of the menu.
• Identify the location of coffee beans.
• Given a type of coffee, state its location.
• Identify the location of utensils for pouring and measuring coffee beans.
• Identify the location of bulk teas.
• Given a type of tea, state its location.
• Identify the location of utensils for pouring and measuring teas.
• Given a request for an individual order of tea, state the location of tea strainers.
• Match the following sizes with their sizes in standard English: short, tall, grande, and venti.
• Take an order.
• When the customer reaches the front of the line, greet them.
• Ask the customer what she or he would like to order.
• Take the drink order.
• Ask the customer what type of drink they would like to order.
• If the customer orders drip coffee, do the following:
• Determine the complete request:
• Determine whether the customer prefers regular or decaffeinated coffee.
• Determine the size of the drink that the customer prefers.
• Determine whether the customer would like room for milk.
• Enter the request into the cash register.
• Fill the request according to the stated preferences of the customer.
• Get the paper cup that corresponds to the size requested by the customer.
• Slip a hot sleeve over the cup.
• Determine the current state of the coffee:
• By checking the timer, determine whether the coffee is still fresh.
• By checking the level indicator, determine whether the coffee urn is full.
• If the coffee is not fresh or if the coffee urn is not full, make coffee at the next feasible moment. A feasible moment is when a customer is not waiting in line or, if three or more people are waiting in line, now.
• Fill the cup with the type of coffee requested by the customer.
• If the customer has requested room for milk, fill the cup to within 1 inch of the top.
• If the customer did not request room for milk, fill the cup to within 1/4-inch of the top.
• Place a hot drink lid over the coffee.
• Give the filled coffee cup to the customer.
• If the customer orders tea, do the following:
• Identify the type of tea that the customer prefers.
• If the customer does not know which type of tea they prefer or asks which types of teas are available, refer the customer to the menu of teas posted in the store.
• Enter the request into the cash register.
• Take a large cup.
• Slip a hot drink sleeve over the cup.
• Fill the cup with hot water.
• Get a tea strainer from the tea strainer drawer.
• Place the type of loose tea requested by the customer in the tea strainer.
• Place the strainer with the loose tea on a plate.
• Hand both the plate with the strainer and the cup of hot water to the customer.
• Give the coffee drink to the customer.
. . .
• If the customer orders an espresso drink, do the following:
• Determine whether the customer prefers regular or decaffeinated coffee.
• Determine the size of the drink that the customer prefers.
• Determine the number of espresso shots.
• Determine whether the customer prefers a flavor shot in the espresso drink.
• If the customer prefers a flavor shot, determine which flavor the customer prefers.
• If the customer prefers a flavor shot, determine the number of shots the customer prefers.
• Take the customer's name.
• Enter the request into the cash register.
• Communicate the request to the barista (the person who makes espresso drinks).
• Tell the customer that their drink is being prepared and, after paying, the customer will be called by name when their espresso drink is ready.
• Ask the customer if they would like to order a baked good.
• Determine the type of baked good that the customer prefers.
• Enter the request into the cash register.
• Ask the customer if they would prefer the baked good for consumption in the store or to take way.
• If the customer plans to consume the baked good in the store, do the following:
• Take a plate.
• Find the baked good that the customer ordered.
• Using the tongs provided, retrieve the baked good.
• Place the baked good on the plate.
• Give the plate with the baked good to the customer.
• If the customer plans to take the baked good way, do the following:
• Take a small bag.
• Open the bag.
• Find the baked good that the customer ordered.
• Using the tongs provided, retrieve the baked good.
• Place the baked good inside the bag.
• Give the filled bag to the customer.
• Ask the customer if he or she would prefer anything else.
• If the customer says yes, using these procedures, fill the additional request.
• If the customer says no, complete the sale.
• Total the order.
• Ask the customer how he or she plans to pay.
• If the customer asks what payment options are available, say cash or Visa.
• If the customer plans to pay cash, ring the cash button.
• Take the cash from the customer.
• Press the sale button.
• When prompted, enter the amount of money that the customer gave you into the cash register.
• The cash register displays the amount of change that the customer should receive and automatically opens the cash register drawer.
• Using the number displayed as a guide, count out the change for the customer.
• Give the change to the customer.
• Thank the customer for the order.

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(c) Copyright. 2002. Saul Carliner. All rights reserved.