Frappé - Barista Expectations
This Barista Expectations guide will cover the main important points that you should follow and refer to while working as a barista with us! This guide will help you massively during your time here at Frappé! These also ensure that a high standard is consistent throughout our staff team and ensure the best visiting experience for our customers.
[1] Firstly, grammar is not required at any of our facilities for the ranks of Trainee - Head Barista - this includes both at training and at the cafe (whether that is serving or being outside of the kitchen). However, maturity is still required from all of our LRs. Though it’s fine to have a joke about with your friends off-duty, make sure it does not get too far or out of hand.
[2] Secondly, it is expected that you have some sort of guide that you may use when interacting with customers who order from you. You need a positive and confident greeting when first introducing yourself, and even better, a detailed outro once you have finished your customer’s order.
NOTE: Your greeting and outro do not need to be as detailed or require the same level of grammar as the ones below - you are free to personalize them as you please.
Examples:
- (Greeting): Greetings! Welcome to Frappé. My name is [username], and I will be serving you today. What would you like to order on this lovely day? (:
- (Secondary Comment): That sounds lovely, would you like anything else?
- (Third Comment): Wonderful! Give me a moment to prepare your order.
- (Outro): Thank you for visiting Frappé, I hope you enjoy your order! Make sure to visit again! <3
[3] Thirdly, if any trollers come up to your counter or you notice any other user trolling, we expect that you handle the situation maturely. This means not issuing warnings to the troller and not interacting/encouraging the troller, and then contacting the closest MR [Staff Assistant+] that is in-game. In the occurrence that an admin isn’t in the game, you may contact a Head Barista or Security Personnel (if there are any available) to kick the troller.
Most of the time, you are to inform a troller to stop their actions once (do not say ‘Warning 1’, just inform them to stop) and then call for assistance if they continue. The only exception to this is exploiting; if you see an exploiter, contact an admin immediately.
[4] Trainees are not permitted behind the counter at the café; this is so that you’re confident with how Frappé works on a basic level before you’re put behind the counter. If you wish to get a promotion up the LR ranks, you need to attend training sessions that are hosted daily. If you wish to know when these training sessions are scheduled, please read the Session Schedule guide for more information. Once you have reached the rank of Senior Barista, and if you wish to rank up to Head Barista and even to Staff Assistant, please read the SB + HB Promotion Guide for more information.
[5] We also allow customers with “safechat” to apply for the rank of Trainee. This would mean there are some members of our LR Team not able to comprehend all messages fully due to the chat filter. A particular problem that arises by a worker with safechat includes them not being able to send or receive any form numbers, whether the number is typed out or just using numeral digits. A simple work-around of this is using phonetic spellings of numbers (e.g. “Order limit is three” > “Order limit is tree.”). We expect non-safechatters to help baristas with safechat whenever they can, so if anyone’s struggling, it’s only common decency to help them.
[6] Finally, it is required that all LRs always follow our Code of Conduct when at the café - please familiarise yourself with it. Trolling of any sort, abusing your utility commands, or just in general not following our rules at Frappé will mean you being demoted to either Premium Customer or Awaiting Rank (PCBanned), depending on the severity of the situation.
We hope this guide helps you out and helps you feel more confident when working for us and interacting with customers! As always, if you have any questions regarding anything mentioned in this document, feel free to contact one of our Chief Staff Officers or above.
Approved and Written by Frappé HRs.
Last Updated April 2nd, 2021.