Starbucks on the go - Euro Garages

[Pages:13]Starbucks on the go

Forecourt Trainers Guide

Version Forecourt DIY, October 2014

Dear Trainer, This guide has been created to help you train any new recruits to your team, whom will be associated with the Starbucks on the go. It could also be used to support with any refresher training required. This guide is to be used in conjunction with the Operator Manual and the Learning Journey Sign Off. Thank you for taking the time to conduct this training within these guidelines and ensuring that every member of your team, can deliver the standards set out within the Operator Manual. If you have any questions, please contact your Selecta Representative. Good Luck!

Version Forecourt DIY, October 2014

Using This Guide

This guide firstly reminds you of a Teaching Model to use whilst training any new skill to a member of staff, to give them the best opportunity to retain the information or execute the skill correctly. We recommend you utilise this throughout any new member of staff's training.

Throughout this guide, there is guidance on what to do with your new member of staff, which is used in conjunction with the Operator Manual for more detailed information.

Within all businesses, people need to know different tasks for their daily duties. The training has been designed to ensure not everyone has to know everything. The programme has been split into 3 categories: Customer Interaction, Machine Filling and Cleaning the Machine.

1

Customer Interaction:

Anything under this heading, are sections that must be known by anyone that might

interact with customers who will be using the Starbucks on the go installation.

2

Machine Filling:

This is the next level of training. Some of your staff may also be required to monitor the

machine and fill it up during the day. This group of sections will enable the individual to

carry out the tasks safely and ensure product quality is maintained.

3

Cleaning the Machine:

In this group of sections, you will be taught how to carry out the cleaning cycles. If you

are doing this, you must also complete the previous categories. These sections involve

more practical elements to the training. This is where you will need to make best use of

the Teaching Model, to ensure the new member of staff retains as much information as

possible.

Starbucks Learning Journey Sign Off: When you are satisfied that your member of staff has been trained and fully understands along with being able to demonstrate any skill required which they have been taught, they should then be signed off against the appropriate category. This Learning Journey Sign Off must be kept and available for inspection.

Version Forecourt DIY, October 2014

Trainers Guide

The Teaching Model

To successfully train any new member of your team on how to use and maintain the Starbucks on the go, we recommend you follow the Teaching Model when training a new skill. As a reminder, the Teaching Model can be found below. Prepare: ? Put the staff member at ease and encourage questions. ? Assess the staff members prior knowledge. ? Tell the staff member what you will be teaching. ? Tell the staff member why it is important.

Present: ? Demonstrate the skill to the staff member, whilst talking through the key steps. ? Ensure you provide enough information to enable the staff member to complete the

skill, without overwhelming them. ? Provide / Utilise any additional tools such as the Operator Manual.

Practice: ? Ask the staff member to demonstrate the skill to you and talk through the steps whilst

they are being performed. Provide any redirecting feedback as necessary. ? Ask the staff member to demonstrate the skill once more, but without any guidance

from yourself. ? If there were any major gaps in skill ability, continue to practice until the staff member

can demonstrate the skill correctly. ? Provide reinforcing or redirecting feedback to ensure the skill can be carried out

correctly.

Follow-Up: ? Ask the staff member if they have any questions and provide the answers. ? Tell the staff member where to go for any additional support. ? Check in with the staff member during their subsequent shifts, to ensure they are

performing any skills correctly. ? Continue to provide reinforcing and redirecting feedback as required.

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Customer Interaction

Starbucks and Our Coffee

Refer to the current Operator Manual and go to the Starbucks and Our Coffee section.

Use the manual as your guide to help immerse the staff member into the Starbucks brand. It is important that they understand the following key areas:

What is important to Starbucks. ? Providing great quality beverages, from sourcing the finest coffee beans, Ethically and

roasting them with care, whilst improving the lives of the people who grow them.

Brief Starbucks History ? Founded in 1971 and their first coffee house opened in Seattle's Pike Place Market. ? Everyone who works at Starbucks is passionate about the coffee and we hope you will

be to. ? They are the largest coffee house chain in the world and can do a lot of good by

helping developing countries sell their coffee.

Ethical Sourcing & Quality ? Only the highest quality Arabica coffee is used. ? Quality checks are made from seed through to roasting, to ensure only the very best

gets into every cup. ? Proud to support Fairtrade.

Don't forget to ask if your new staff member has any questions.

Our Drinks

Refer to the current Operator Manual and go to the Our Drinks section. Talk through every drink that is available via the Starbucks Corner Caf?. This is also an ideal time for your new staff member to taste the great quality beverages you offer, to help them describe a drink to your customers.

Don't forget to ask if your new staff member has any questions.

Version Forecourt DIY, October 2014

Responsibilities

Refer to the current Operator Manual and go to the Responsibilities section.

Talk through all the responsibilities that the staff member has, whilst looking after the Starbuck on the go.

It is really important that they understand this, as it can have a huge impact on the experience your customers receive.

Check their understanding at all times, before finishing this section of training.

Some of the key points in this section are:

? Ensure the installation is always switched on and ready to provide drinks when the shop is open.

? Only the selected milk must be used in the machine. ? Only carry out the tasks that you have been officially trained to do. ? Ensure all Health and Safety procedures are followed. ? Follow all display guidelines. Only approved items to be on the installation. ? Ensure the installation is always fully stocked with product. ? The installation must be as clean and tidy as possible at all times. ? All cleaning activities must be completed in line with procedures in the operator

manual. ? How to receive and store any deliveries. ? All service prompts must be attended to immediately. ? Must be aware of where to find any contact numbers / details in case of emergency,

breakdown or support to resolve customer queries.

Don't forget to ask if your new staff member has any questions.

Know Your Starbucks on the Go

Refer to the current Operator Manual and go to the Know Your Starbucks on the Go section.

Whilst standing in front of your installation, talk through the key aspects. These should include:

? The attention to detail in how everything is perfectly merchandised. ? The installation is always kept clean and tidy. ? What each cupboard contains and where the stock is obtained from. ? Important to talk about how the installation is to be cared for. It is a valuable asset to

your business and needs to be looked after with care, to ensure it consistently delivers a great beverage to every customer. ? Go through the basic operation of how to create a Starbucks beverage. ? It is important that all cupboards are kept locked, except for the cupboard that contains the on/off switch for power and water supply.

Don't forget to ask if your new staff member has any questions.

Version Forecourt DIY, October 2014

Whole Bean Coffee

Refer to the current Operator Manual and go to the Whole Bean Coffee section. It is important that any member of the team knows the difference between Kenya and Fairtrade Espresso Roast, so they are in a position to answer any customer queries. Don't forget to ask if your new staff member has any questions.

Customer Assistance

Refer to the current Operator Manual and go to the Customer Assistance section. Emphasise that it is important to know everything about how the coffee machine works. If you see a customer looking at the machine, go over and support them. Make a particular point of looking out for people that might have a difficulty in operating the machine safely due to a disability and be ready to offer support if required. Be aware of the Selecta HelpDesk number, incase additional support is required. Don't forget to ask if your new staff member has any questions.

Regular Spot Checks

Refer to the current Operator Manual and go to the Regular Spot Checks section. Talk through the importance of making sure the installation is always kept clean, tidy and fully stocked. Don't forget to talk about `How' the different areas are cleaned during the day. If you expect the individual to stock up the Hoppers, Syrup or Milk, they must have completed the Category 2 traning. Don't forget to ask if your new staff member has any questions.

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Machine Filling

Basic Hygiene

Refer to the current Operator Manual and go to the Basic Hygiene section.

Before anyone comes into contact with any food ingredients, talk through the basics of hygiene.

Hands must always be washed before opening and filling any ingredient into the machine such as Coffee, Milk or Chocolate powder.

Be aware of potential cross-contamination, when filling the machine and do everything possible to prevent this.

Don't forget to ask if your new staff member has any questions.

Know Your FM840

Refer to the current Operator Manual and go to the Know Your FM840 section.

Whilst standing in front of your FM840, talk through all the key parts of the Outside and Inside of the machine.

? Remember to point out that this machine contains HOT water, which could burn if not used correctly.

? Go through all aspects of how the machine is used from a customers point of view. ? It is important that your new member of staff has time to use the machine, incase a customer has a question. ? They need to familiarise themselves with how a customer can also customise their beverage.

? If the staff member you are training will never have a need to clean the machine, don't worry about going into detail with the inside of the machine.

Don't forget to ask if your new staff member has any questions.

Machine Capacity

Refer to the current Operator Manual and go to the Machine Capacity section.

The key points to pull out of this section are: ? Amount of drinks the machine can deliver. The table will support this. ? Emphasise about not filling the chocolate too much as it can compact and block the

hopper.

Don't forget to ask if your new staff member has any questions.

Version Forecourt DIY, October 2014

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