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BARISTA MAESTRO
PROJECT

To serve the best coffee in the true Italian style

From Bean to Cup - The Journey

At Costa we control the whole coffee-making process from start to finish.
From the sourcing, right through to storing, blending, roasting, grinding and
pouring, no-one else is involved. Obsessive? Maybe, but we think the
perfectly crafted end results are more than worth it. Our customers seem to
agre

Costa, the nation's favourite coffee shop brand, pouring our heart and
soul into everything we do and creating moments to remember for our
customers, our communities and for each other. Together we turn sips into
smiles, choices into opportunities and passions into careers. Help us spread
a little happiness!
This passion for coffee comes with an even bigger passion for service
excellence and customer satisfaction making sure that hand-making cup of
coffes is delivered to our customers all the time. We strive to provide
excellent product and service.

Coffe excellence this is not not only quality of coffee, but also:

Great atmosphere at shop; that why when you walk into a Costa store

you'll notice it's different to other coffee shops. First of all, there's the warm
and welcoming atmosphere. Then the great range of authentic coffee drniks.
Next the Ferrari of coffee machines.

Well- trained team - most passionate and well trained baristas. Hand

making a cup of coffes is an art. It takes time and skill to perfect. That's why
every single barista is professionally trained in the art of coffe by experts. It's
a litte thing, but it makes a big difference, because it means everyone will get
an excellent cup of Costa coffee every time. This unique combination makes
us stand out from the others, and we baristas are incredibly proud of it.

Knowlede what single barista are doing having fantastic skills and

performing at a hight standard. Consistently demonstrating the great

behaviour we know our customers love. Understandig why we do the things
we do at Costa.

Level of service - Costa`s reputation for excellence applies not only for

the exceptional coffee but also for the consistency of perfect service.
Recruiting and having highly motivated and talented people is essential. A
great empasis should be put on improving the skills, expertise and
performance of people through award-winning, industry-leading training and
developing program.

Speed of service it is influenced by several factors:

- each team member must receive the appropriate training and coaching
- on busy service the strongest people are allocated on the busiest sections
- team work being at the right place at the time
- good communication and prioritising of jobs
-acnowedging the type of the customers and using the right communication
and service e.g speedy customers expects less chatting and quick service.

To deliver 100% coffee excellence the most important factors are:

great quality of drinks follow the brand standards

 high level of customer service - Keep our customers happy by offering

hand made cup of coffee in a great surrounding and served with a
smile. Every customer's idea of a perfect service is different.
Customer service is the act of taking care of the customer's needs by
providing and delivering professional, helpful, high quality service and
assistance before, during, and after the customer's requirements are
met.Customer service should meet the needs and desires of any
customer. Some characteristics of good customer service include:
Politeness: Politeness is almost an art. Saying 'hello,' 'good
afternoon,' 'sir', and 'thank you very much' is a part of good customer
service. For any business, using good manners is essential whether the
customer would make a purchase or not
Professionalism: All customers should be treated professionally,
which means the use of competence or skill expected of the
professional. Professionalism shows the customers they're cared for.
Personalization: using the customer's name is very effective in
producing loyalty. Customers like the idea that whom they do business
with knows them on a personal level
Because:
Responsible Coffee
We want our coffee to leave a lasting impression on you, not our
environment. That's why we do everything we possibly can to look after the
communities we serve, and the world we live in.

use to right equipment - with the Costa method for checking the coffee

through the day you have:

Grind' check which is as follows:

A fixed dose every time of 14g. Shot will be manually stopped in exactly 20
seconds. If there is not 60ml at the end then the grinder is adjusted, another
shot is stopped after 20 seconds, rinse and repeat until we hit the recipe
numbers. Baristas check their coffee machines at least three times a day

Dosage check dispens 5 shots of coffe on the napkin it should

weigh 35g +/- -1g (7g * 5 shots)

Costa check this is one of the best methods to identify the staff

knowledge, level of performance and also the whole presentation of the

store. Internal Costa checks should be done on a regular basis and action
plans put together for any of the issues identified.

And least but not last customer feedback is one of the key factors to

monitor the performance of each store. Costumers feedback gives us the

chance to put things right and help improve our service in the future. Any
negative comments should be taken seriously and addressed immediately.
Also any good comments should be shared with the whole team and their
great work be praised.

Coffe excellence is very important for the great performance of the

store reaching the target sales.