Business Management /Biggby Coffee Training and Operations Review Guide Part 1
Biggby Coffee Training and Operations Review Guide Part 1
This deck covers key concepts and procedures from the Biggby Coffee Training and Operations Review Guide, including customer service principles, operational standards, and product knowledge.
Write out P of PERC
Perception by customers that we respect their time and move them as quickly
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Key Terms
Term
Definition
Write out P of PERC
Perception by customers that we respect their time and move them as quickly
Write out E of PERC
Every customer leaves the store in a better mood than when the customer arrived
Write out R of PERC
Recognize each customer as an individual
Write out C of PERC
Consistently produce a high quality beverage
Select the correct version of the Mission Statement
Create one new BIGGBY COFFEE fanatic per day, per store, who will actively promote us to others
Give a specific example of how you can influence P of PERC behind in the line.
When making drinks, call out the next drink while its being made to reassure the customer that we are on it and they are up next
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| Term | Definition |
|---|---|
Write out P of PERC | Perception by customers that we respect their time and move them as quickly |
Write out E of PERC | Every customer leaves the store in a better mood than when the customer arrived |
Write out R of PERC | Recognize each customer as an individual |
Write out C of PERC | Consistently produce a high quality beverage |
Select the correct version of the Mission Statement | Create one new BIGGBY COFFEE fanatic per day, per store, who will actively promote us to others |
Give a specific example of how you can influence P of PERC behind in the line. | When making drinks, call out the next drink while its being made to reassure the customer that we are on it and they are up next |
Give a specific example of how you can influence E of PERC behind in the line. | Be welcoming and always smile when there are customers present and double check that you are making their drink to their specification |
Give a specific example of how you can influence R of PERC behind in the line. | When you see a customer that has previously been there, try building a conversation from, the first time they came through |
Give a specific example of how you can influence C of PERC behind in the line. | Always double check and read out the customers ticket back to them to make sure you are making the right drink |
Select the BIGGBY Coffee Cultural Values | Be yourself, Make friends, Share Great Coffee, Have fun |
According to the WMIB Inc appearance and uniform policy, which of the following are NOT permitted? | Wearing nail polish, Wearing shorts and/or capris, Wearing canvas shoes |
Name three things to check before you leave your shift | BIG TEN: Restock, Rebrew |
What does FIFO stand for and what products do we use FIFO to rotate? | First in, First out; all of our products, including paper and disposable items (cups, etc) |
What concentration should the sanitizer solution be (in ppm) and how long should dishes be submerged? | 200 ppm and above; 1 minute |
What is the 5 Minute Rule? | All products must be available 5 minutes before we open, and until 5 minutes after close. |
What is the main purpose of doing the Three Hour Checklist? | Health Department Standards; avoiding food borne illnesses |
When a customer orders an iced coffee, the Cashier must ask if they want room for cream & sugar. 1 point | True |
Which three degrees of roast are used for our coffee? | Medium, Medium Dark, Dark |
Define the term 'Fair Trade Coffee,' and which of our coffees are Fair Trade? | Farmers who are organized as co-ops are paid fairly for their beans; French Roast |
Define the term 'organic coffee' and which of our coffees are organic? | Coffee that is grown without pesticides; French Roast |
What are the two biggest enemies of coffee (that affect the freshness of the beans)? Select two answers. | Air and Moisture |
What is the refill policy for brewed coffee? | One free refill for in-house customers and $1.89 refills for people using their own mug, up to a 24oz. |
What is the roast of our BIGGBY Best blend? | Medium |
What is the roast of our Espresso blend? | Medium |
What is the roast for our French Roast blend? | Dark |
Indicate the ways that the flavored coffee airpots are marked to prevent mixing with varietal pots | They have a colored tape on them |
What is one reason it is important to follow your Position Priorities? | One reason it is important to follow your Position Priorities is that it helps you stay focused on the most important tasks, ensuring your time and energy are used effectively to meet your goals and support your team’s success. |
Select the correct version of the first Shotpuller Position Priority | Pull shots and set up drinks |
Select the correct version of the second Shotpuller Position Priority | Complete and serve toasted foods, including Bragels |
Select the correct version of the third Shotpuller Position Priority | Brew coffee and run laps |
What does the Shotpuller tell the Milksteamer when the drink setup is complete? | All set |
What is crema composed of, and how does crema contribute to the flavor of espresso? | An emulsion of Coffee oils and water; aftertaste and body |
The Shotpuller may serve Americanos, Red Eyes, hot tea, and iced tea to inside customers | False |
How do we track how long our coffee in the airpots is good for? | After brewing airpot, write in the white box plus 5 hours from current time. |