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1 | P a g e STORE SOP/REFERENCE BOOK Simple Step-by-Step Guide for the Team
2 | P a g e Section 1: Coffee Machine 1.1.1 Coffee Machine, its parts & their uses. Touch Pads – Used to operate the coffee machine by selecting brewing and programming functions. Cup Warmer – Keeps coffee cups warm to maintain the beverage's serving temperature. Digital Display – Displays machine status, settings, temperature, and error messages. Steam Knob (Left) – Controls the steam flow from the left steam wand for milk frothing. Steam Knob (Right) – Controls the steam flow from the right steam wand for milk frothing. Hot Water Tap – Dispenses hot water for Americanos, tea, or cleaning. Portafilter (Left) – Holds the coffee basket containing ground coffee during extraction. Portafilter (Right) – Holds the coffee basket containing ground coffee during extraction. Group Head – Locks the portafilter in place and forces hot water through the coffee grounds to brew espresso. Main Switch (On/Off) – Turns the espresso machine on or off. Steam Wand – Produces steam to froth and heat milk for milk-based beverages. USB Port – Used for software updates, diagnostics, or machine programming. Drain Tray – Collects excess water, coffee spills, and waste during operation. Elevated Stands – Supports smaller cups closer to the group head to reduce splashing and improve espresso quality. 💡 Did You Know? Keeping cup warmers filled with clean, dry ceramic cups ensures that espresso extraction temperature doesn't drop by up to 10°C instantly upon contacting a cold cup! It is advisable to flush off group head before placing portafilter to ensure no residual coffee oils or grounds remain from previous shot in order to prevent a burnt shot or bitter taste.
3 | P a g e 1.1.2 Espresso Portafilter Double Filter Basket- Holds a larger amount of coffee grounds (usually 14–22 grams) to brew a standard double shot of espresso. Single Filter Basket- Holds a smaller amount of coffee grounds (usually 7–12 grams) to brew a single shot of espresso. Basket holding cup- The main metal head that securely cradles the chosen filter basket during the brewing process. Handle- Provides a comfortable, heat-resistant grip to hold, insert, and lock the portafilter into the espresso machine. Lock- The metal tabs (or ears) that twist and lock the portafilter tightly into the machine's group head to withstand brewing pressure. Double Spout- Splits the flowing espresso into two even streams, allowing you to fill two single cups simultaneously or one double cup. Single Spout-Channels the extracted espresso into a single, focused stream to fill one single cup cleanly. Tamper- to compress coffee grounds in the portafilter. 💡 Did You Know? Locking an unheated, cold portafilter into the group head rapidly absorbs thermal energy from the brewing water, resulting in sour, under-extracted espresso. Always store portafilters locked in the group head!
4 | P a g e 1.1.3 Espresso Grinder Hopper Lid – Covers the bean hopper to keep coffee beans fresh and free from dust. Bean Hopper – Stores whole coffee beans before grinding. Stopper – Opens or closes the bean flow from the hopper during cleaning or maintenance. Grind Adjustment Dial – Adjusts the grind size from coarse to fine for proper espresso extraction. Dispenser Lid – Covers the ground coffee chamber to keep the coffee clean and fresh. Dose Adjustment Knob – Adjusts the amount of ground coffee dispensed per dose. Grind Coffee Chamber – Collects and stores freshly ground coffee before dispensing. Coffee Tamper – Compresses the ground coffee evenly in the portafilter for consistent extraction. Fork (Portafilter Holder) – Holds the portafilter securely while dosing coffee. Dosing Lever – Dispenses a measured amount of ground coffee into the portafilter. Dust Tray – Collects spilled coffee grounds and keeps the work area clean. 💡 Did You Know? Commercial espresso machines operate at 9 bars of pressure (130 PSI)—which is 3 times the air pressure inside a standard car tire! This high pressure forces hot water through compressed coffee grounds to extract aromatic oils in seconds
5 | P a g e Section 2: Daily Work and Basic Café Rules 2.1 Serving Coffee the Right Way Every time you serve a hot or cold coffee to a customer, you must always place these three items neatly on the right side of the tray: Branded Coffee Glass ● 1 Clean paper tissue ● 2 Sugar packets (sachets) ● 1 Plastic or wooden stirrer 2.2 Important Café Rules for Every Shift ● Test the Grinder: The morning team must always test the coffee grinder and pull a few practice coffee shots before the shop opens. This ensures our coffee tastes perfect and does not taste watery or too bitter. ● Use Old Stock First: Always use the oldest stock first. When a new milk carton or flavor syrup bottle arrives, put it at the back of the shelf. Bring the older ones to the front so we use them before they expire (FIFO rule). ● Keep Counter Full: Check the customer counter every 30 minutes. Keep it clean and refill the sugar packets, tissues, and stirrers so guests always have what they need. ● Clean the Coffee Handle: As soon as a coffee shot finishes pouring, knock the used coffee cake into the black dump box immediately. Never leave a wet, used coffee cake inside the machine. Wipe the metal handle completely clean and dry with a clean cloth before putting in new coffee powder. ● Flush the Hot Water Tap: Every morning, press the hot water tap for 3 seconds into the tray. This cleans out any white lime powder stuck inside the pipe and ensures our hot water always tastes clean. ● Test of grinder: Grind and doe tom be done before every shift handover to check powder consistency and ensure perfect coffee shots. 💡 Did You Know? Placing stirrers and sugar packets on the right side of the tray aligns with approximately 90% of guests' natural dominant hand reach, creating an effortless, ergonomic customer experience!
6 | P a g e Section 3: Keeping Things Clean and Safe 3.1 How to Store Fresh Items ● Fresh Milk: All fresh milk cartons must live inside the fridge at a cold temperature of 1°C to 4°C. Never leave milk cartons sitting out on the counter. When you open a new milk carton, write the date and time on it with a black marker. You must use or throw away an open milk carton within 48 hours so it never tastes sour. ● Coffee Beans and Powder: Keep whole coffee beans in airtight plastic boxes inside a cool, dry cupboard. Keep them away from steam, hot stoves, and direct sunlight. Only pour what you need for your shift into the top plastic hopper of the grinder. Never put coffee powder or beans inside the fridge or freezer. The cold air creates water drops inside the box, which spoils the coffee oils and ruins the rich flavor (Shelf life of open beans in hopper = 4h, powder in dry atmosphere = 1h, in moist atmosphere = 30 mins. ● Grind Size Rule: Set your grinder so the powder feels like fine table salt or dry sand when you rub it between your fingers. If the powder is too big (coarse), hot water will run through it too fast and the coffee will taste sour and weak. If the powder is too small (too fine), the machine will get blocked, coffee will drip out slowly, and it will taste burnt and bitter. 💡 Did You Know? Coffee beans absorb environmental humidity and surrounding odors extremely rapidly due to their porous structure. Refrigerating beans causes condensation inside the bag that breaks down essential aromatic oils within hours! 3.2 Clean Clothes and Food Safety ● What to Wear (PPE): Every staff member must wear a clean, ironed uniform shirt, a clean black apron tied tightly, and a hairnet or cap that covers all your hair. You must wear closed shoes that do not slip on a wet floor. Always wear thick, heat-proof gloves when taking food out of the hot ovens. ● Keep Veg and Non-Veg Separate: Keep vegetarian food and non-vegetarian food completely separate so they never touch. Use the Green cutting board and green tongs only for veg items. Use the Yellow cutting board and yellow tongs only for non-veg items. Wash your hands with soap for at least 20 seconds before touching food, after cleaning, after touching garbage, and after using the restroom. ● Wipe Counters Every 2 Hours: Use a clean cloth and sanitizer spray to wipe down the billing counter, the pickup counter, and customer tables every 2 hours. ● Clean Before Leaving Your Shift: Sweep the floor, mop it with floor soap, empty all dustbins, and wash the drip tray under the coffee machine at every shift handover.
7 | P a g e Section 4: Handling and Cleaning the Machines 4.1 Daily Coffee Machine Cleaning The big coffee machine works with very hot water (92°C to 96°C) and high pressure. You must clean it every single night before locking the shop. Follow these simple steps: Always dispose of the first shot after cleaning
8 | P a g e Steam Wand Cleaning Guide: ● Wipe and Purge Every Time: You must wipe the long steam wand with a wet cloth immediately after you finish steaming milk for any drink. Right after wiping, turn on the steam for 2 seconds to blow out any milk trapped inside the tiny spray holes. ● Soak: At closing time, put the wand into boiling hot water. Let it soak for 15 minutes. Take it out, turn on the steam for 10 seconds to flush, and wipe it dry with a clean cloth. Never leave the wands soaking in water all night. 💡 Did You Know? If steam wands are not purged immediately, cooling air creates a vacuum inside the wand that sucks leftover milk deep into the boiler lines, spoiling future milk batches and causing severe hygiene risks! 4.2 Checking the Grinder Settings The Shift Supervisor must check the grinder recipe three times a day (morning, afternoon, and night handover): ● Powder Weight: Make sure the grinder drops exactly 14 to 14.5 grams of coffee powder into your double shot handle basket. ● Liquid Coffee Weight: When you extract a double shot, the liquid coffee in the cup must weigh between 36 and 40 grams (60ML). ● Time Spent: The coffee must take exactly 18 to 24 seconds to flow out from the metal spouts. How to Adjust: If the coffee runs out too fast (under 18 seconds), turn the grinder dial one step towards 'Finer'. If the coffee drips out too slow (over 24 seconds), turn the grinder dial one step towards 'Coarser'. 4.3 Blender Cleaning Guide ● Quick Rinse: Wash the blender jar immediately after making any shake or frappe. Rinse it with clean water and press it down hard on the water nozzle on the sink for 5 seconds to flush out the blades. ● Nightly Deep Clean: At closing time, wash all blender jars with warm water and dish soap. Put the jar on the machine base and run it on low speed for 10 seconds to clean beneath the blades. Rinse with clean water, spray with sanitizer, and leave them upside down on a wire rack to dry. 4.4 What to Do in an Emergency ● Water Leak: If water starts spraying or leaking from under the coffee machine or water tower, turn off the main water valve on the wall immediately and unplug the machine power cord to prevent any electrical shock. ● Machine Malfunction: If a machine shows an error code, sounds an alarm, or starts smoking, turn off the main wall switch immediately. Do not try to open the machine or touch any wires. Tell your Shift Supervisor and call the repair technician. ● Power Cut: Turn off the power switches of the coffee machine, ovens, and blenders immediately. This saves the machine's computer parts from burning when the city electricity suddenly comes back with a high voltage spike.
9 | P a g e Section 5: How to Steam and Froth Milk 5.1 The Two Simple Phases of Steaming ● Phase 1: Making Foam (Stretching): This phase adds air into cold milk to create foam volume. Place the steam wand tip just slightly underneath the surface of the cold milk and open the steam valve fully. You should hear a soft, steady 'chirp-chirp' sound. Stop this phase when the metal pitcher starts to feel warm, or when the milk hits body temperature (37°C to 40°C). ● Phase 2: Spinning and Heating (Rolling): Push the steam wand tip slightly deeper (about 1 cm) into the milk and tilt the pitcher a tiny bit. This forces the milk to spin in a fast whirlpool vortex. This motion rolls the milk, breaks big bubbles, and blends everything into a smooth, glossy cream that looks like wet shiny paint. Turn off the steam when it hits the target temperature. 5.2 Foam Depth and Temperature Guide Never heat milk past 70°C. If you over-heat it, the milk sugars will burn, it will smell like cooked eggs, and it will taste flat and watery. Left-over milk inside a pitcher can neCver be heated again; throw it away. ● Cappuccino: 1.5 cm to 2.0 cm thick foam. Temperature: 60°C – 65°C. Texture: Thick, heavy cream pillow. ● Café Latte / Mocha: 0.8 cm to 1.0 cm smooth foam. Temperature: 65°C – 68°C. Texture: Thin, smooth cream for pouring art patterns. ● Flat White: 0.3 cm to 0.5 cm ultra-thin foam. Temperature: 60°C – 63°C. Texture: Mostly flat, liquid milk mixed with coffee crema. ● Hot Chocolate / Chai: 0.5 cm to 1.0 cm standard foam. Temperature: 65°C – 70°C. Texture: 💡 Did You Know? The ideal temperature for milk steaming lies between 119°C to 126°C whereas espresso shot is best extracted when water temperature is between 90°C to 92 °C.
10 | P a g e ● DRINK RECIPE: ESPRESSO DOUBLE Picture of the product Amounts Needed How to Make It (Steps) 8 oz Cup Size: - Coffee: 14 grams - Liquid coffee: 30 ml - Pour time: 18-24s 12 oz Cup Size: - We do not offer this 15 oz Cup Size: - We do not offer this 1. Grind exactly 14 grams of coffee powder into the double handle basket. 2. Press down flat and level using your hand tamper tool. 3. Turn on the machine group water for 2 seconds to clean the filter screen. 4. Lock the handle handle tightly and press the single shot button. 5. Put 1 tissue, 2 sugar packets, and 1 stirrer on the tray side and serve immediately. 💡 Did You Know? A perfect shot of espresso relies on four core elements working in harmony: emulsified oils creating the golden crema that traps volatile fragrance for aroma, suspended coffee solids giving it a rich, velvety body, and natural organic acids providing that signature bright, crisp acidity.
11 | P a g e DRINK RECIPE: AMERICANO Picture of the product Amounts Needed How to Make It (Steps) 8 oz Cup Size: - Espresso: 1 Shot - Hot Water: 180 ml 12 oz Cup Size: - Espresso: 2 Shots - Hot Water: 260 ml 15 oz Cup Size: - Espresso: 3 Shots - Hot Water: 320 ml 1. Press the hot water button on the water tower to fill the serving cup first. 2. Grind, tamp, and extract your fresh espresso shots into a separate small cup. 3. Pour the hot espresso shots very slowly over the top of the hot water. 4. This keeps the golden coffee cream (crema) floating on top so it looks beautiful. DRINK RECIPE: CAPPUCCINO Picture of the product Amounts Needed How to Make It (Steps) 8 oz Cup Size: - Espresso: 2 Shot - Milk used: 140 ml - Foam depth: 1.5 cm - Garnish: Cocoa powder 12 oz Cup Size: - Espresso: 3 Shots - Milk used: 200 ml - Foam depth: 1.8 cm - Garnish: Cocoa powder 15 oz Cup Size: - Espresso: 4 Shots - Milk used: 260 ml - Foam depth: 2.0 cm - Garnish: Cocoa powder 1. Pour your extracted hot espresso shots directly into the bottom of the serving cup. 2. Steam fresh milk using Phase 1 air sounds to create a thick, fluffy foam layer. 3. Pour the foamy milk straight down the center of the coffee cup. 4. This builds a clean white foam dome with a dark brown ring. Shake cocoa powder on top.
12 | P a g e DRINK RECIPE: CAFÉ LINE / CAFÉ LATTE Picture of the product Amounts Needed How to Make It (Steps) 8 oz Cup Size: - Espresso: 30ml Shot - Milk used: 170 ml - Foam depth: 0.8 cm 12 oz Cup Size: - Espresso: 45ml Shot - Milk used: 240 ml - Foam depth: 0.8 cm - 15 oz Cup Size: - Espresso: 2 Shots - Milk used: 320 ml - Foam depth: 1.0 cm 1. Extract your fresh espresso shots straight into the serving cup base. 2. Steam milk with very little air sounds (Phase 1) and lots of spinning (Phase 2) to keep it liquid. 3. Tilt the coffee cup and pour the milk from high up to mix with the coffee. 4. Bring the milk pitcher very close to the surface and shake gently to draw a white design. DRINK RECIPE: FLAT WHITE Picture of the product Amounts Needed How to Make It (Steps) 8 oz Cup Size: - Coffee: 2 Ristretto (15ml shot) - Milk used: 140 ml - Foam depth: 0.3 cm 12 oz Cup Size: - Espresso: 45ml Shots - Milk used: 240 ml - Foam depth: 0.3 cm 15 oz Size: - Espresso: 2 Shots - Milk used: 290 ml - Foam depth: 0.4 cm 1. Pull short extraction shots (Ristretto) or full shots into the bottom of the cup. 2. Steam milk with zero air sounds so it stays totally flat, smooth, and glossy. 3. Pour the flat milk steadily down the center of the cup from a fixed height. 4. Stop pouring quickly to leave a single white dot floating on the brown surface.
13 | P a g e DRINK RECIPE: MOCHA LATTE Picture of the product Amounts Needed How to Make It (Steps) 8 oz Cup Size: - Chocolate Sauce: 20g - Espresso: 1 Shot - Milk used: 150 ml 12 oz Cup Size: - Chocolate Sauce: 30g - Espresso: 45ml Shots - Milk used: 210 ml 15 oz Cup Size: - Chocolate Sauce: 45g - Espresso: 2 Shots - Milk used: 280 ml 1. Squeeze the exact weight of thick chocolate sauce into the frothing mug. 2. Pull your hot espresso shots into the cup. 3. Add milk along with the chocolate and froth them together. 4. Steam standard latte milk and pour it smoothly over your espresso shot. 5. Add chocolate swirls on the top of the drink. NOTE- Use same method for flavored lattes (add flavors to cup with shot) DRINK RECIPE: HOT CHOCOLATE Picture of the product Amounts Needed How to Make It (Steps) 8 oz Cup Size: - Cocoa Powder: 25g - Hot Water: 20 ml - Milk used: 180 ml 12 oz Cup Size: - Cocoa Powder: 38g - Hot Water: 30 ml - Milk used: 260 ml 15 oz Cup Size: - Cocoa Powder: 50g - Hot Water: 40 ml - Milk used: 320 ml 1. Put the chocolate powder into the cup, add hot water, and stir into a smooth wet paste. 2. Steam fresh whole milk until it reaches a hot temperature of 68°C. 3. Pour the hot milk into the chocolate paste while stirring quickly with a spoon. 4. Squeeze chocolate sauce in a round spiral design over the top foam surface.
14 | P a g e DRINK RECIPE: INFUSION TEAS (Green, Black, Assam etc.) Picture of the product Amounts Needed How to Make It (Steps) 8 oz Cup Size: - Tea Pyramid: 1 Bag - Hot Water: 210 ml 12 oz Cup Size: - Tea Pyramid: 1 Bag - Hot Water: 320 ml 15 oz Cup Size: - Tea Pyramid: 2 Bags - Hot Water: 400 ml 1. Place the required tea bags into the serving cup or small teapot. 2. Fill with water from the tower tap (90°C for black tea; 80°C for Green/Darjeeling tea). 3. Warning: Never use boiling water on Green tea or it will burn and taste very bitter! 4. Let it sit to brew (Green tea for 2 minutes; black tea for 3 minutes). Serve with a side tray. NOTE- to make a milk tea add 1:1 hot water and hot milk. First infuse tea in half hot water then add hot milk. DRINK RECIPE: ICED TEAS Picture of the product Amounts Needed How to Make It (Steps) 8 oz Glass Size: - Black Tea Base: 60 ml - Flavor Syrup: 20 ml - Fresh Lemon Juice: 5 ml - Filtered Water: 80 ml - Sugar Syrup: 10 ml 12 oz Glass Size: - Black Tea Base: 90 ml - Flavor Syrup: 30 ml - Fresh Lemon Juice: 10 ml - Filtered Water: 120 ml - Sugar Syrup: 10 ml 15 oz Glass Size: - Black Tea Base: 120 ml - Flavor Syrup: 40 ml - Fresh Lemon Juice: 15 ml - Filtered Water: 150 ml - Sugar Syrup: 10 ml 1. Add fresh lemon juice, lemon syrup, and cold black tea liquid, and cold water into a shaker jar. 2. Drop in 3 hard ice cubes, lock the lid, and shake firmly for 6 seconds to chill the mix. 3. Put fresh solid ice cubes into the final glass. Do not use melting ice water. 4. Strain the cold tea over the fresh ice and place a clean lemon slice inside the glass wall.
15 | P a g e DRINK RECIPE: SHAKES Picture of the product Amounts Needed How to Make It (Steps) 8 oz Glass Size: - Cold Milk: 90 ml - Flavor Syrup: 20 ml - Ice Cream: 60g - Frappe Powder: 10g - Ice Cubes: 50g 12 oz Glass Size: - Cold Milk: 130 ml - Flavor Syrup: 35 ml - Ice Cream: 90g - Frappe Powder: 15g - Ice Cubes: 70g 15 oz Glass Size: - Cold Milk: 160 ml - Flavor Syrup: 45 ml - Ice Cream: 120g - Frappe Powder: 25g - Ice Cubes: 90g 1. Thick shakes use real ice cream instead of a lot of ice to make them dense and heavy. 2. Pour chilled milk, hazelnut paste syrup, and frappe powder into the blender jar. 3. Add the measured scoops of vanilla ice cream and the small amount of ice cubes. 4. Blend on Program 2 (Thick Shake Cycle - 30 seconds). Top with 2g of crushed hazelnuts. DRINK RECIPE: COLD COFFEE & FRAPPE Picture of the product Amounts Needed How to Make It (Steps) 8 oz Glass Size: - Cold Milk: 100 ml - Cold Espresso: 30 ml - Frappe Powder: 15g - Sugar Syrup: 15 ml - Ice Cubes: 80g 12 oz Glass Size: - Cold Milk: 150 ml - Cold Espresso: 45 ml - Frappe Powder: 25g - Sugar Syrup: 25 ml - Ice Cubes: 120g 15 oz Glass Size: - Cold Milk: 180 ml - Cold Espresso: 60 ml - Frappe Powder: 35g - Sugar Syrup: 35 ml - Ice Cubes: 150g 1. Rule: Never pour hot espresso coffee over ice or it becomes watery and weak. 2. Pour cold milk, pre-chilled espresso shots, sugar syrup, and frappe powder into the blender jar. 3. Add the weighed ice cubes at the very top. Close the lid tightly and close the sound cover. 4. Blend on Program 1 (25 seconds). Pour into a glass lined with chocolate sauce lines.
16 | P a g e