Impresso Espresso - Barista Expectations
This Barista Expectations guide outlines crucial points to follow and reference during your tenure as a barista at Impresso Espresso. It serves as a valuable resource to guide you effectively throughout your time with us, maintaining a high standard across our staff team and enhancing the customer experience.
1) To begin, it’s important to have a guide for customer interactions when taking orders. Start with a friendly and confident greeting upon introducing yourself, followed by a thoughtful closing statement after completing the customer’s order.
Quick Note: Your greeting and closing statement do not have to be as detailed or require the same level of grammar as the examples below - feel free to personalize them as you see fit.
- (Greeting): Hello there! Welcome to Impresso Espresso. I’m [display name], and I’ll be assisting you today. What can I get started for you?
- (Secondary Comment): That sounds wonderful! Is there anything else I can get for you?
- (Third Comment): Great choice! Let me prepare that for you right away.
- (Outro): Thank you for choosing Impresso Espresso! Enjoy your order, and we hope to see you again soon!
2) It is mandatory for all Low Ranks to adhere strictly to our Code of Conduct while at the café; please ensure you are familiar with its contents. Engaging in any form of trolling, misusing utility commands, or generally not complying with our rules at Impresso Espresso may result in demotion to Premium Customer, depending on the seriousness of the offense.
3) If you encounter any trollers at your register or notice disruptive behavior from another user, it’s crucial to handle the situation maturely and appropriately. This involves refraining from issuing warnings to the troller, avoiding interaction or encouragement, and promptly contacting the nearest Medium Rank who is in-game. If an admin is unavailable, you may notify a Senior Barista (if present) to take action against the troller. Typically, you should advise the troller to cease their actions once (without specifying ‘Warning 1’) and seek assistance if the behavior persists. The exception to this rule is in cases of exploiting; if you observe exploitation, immediately contact an admin, preferably with accompanying screenshots.
4) We also welcome customers with “safechat” to apply for the Trainee rank at Impresso Espresso. This means that some members of our Low Rank Team may not fully understand all messages due to the chat filter restrictions. An issue that arises for workers with safechat is their inability to send or receive numerical information, whether it’s typed out or in numeral form. A simple workaround is to use phonetic spellings of numbers (e.g., “Order limit is three.” → “Order limit is tree.”). We expect non-safechatters to assist baristas with safechat whenever possible, as it is a matter of common courtesy to help those facing difficulties.
5) Trainees are not allowed to work behind the café counter at Impresso Espresso. This rule ensures that you understand the basics of how our establishment operates before assuming more advanced roles. To progress in your career here, attending daily training sessions is essential. For details on session schedules, please refer to our Session Schedule guide. Once you attain the rank of Senior Barista and aspire to advance further to Staff Assistant, consult our Promotion Guide for comprehensive information.
6) At our facilities, grammar is not mandatory for ranks ranging from Trainee to Senior Barista. This applies during training sessions and while serving or being outside the kitchen. However, all our team members are expected to demonstrate maturity. While it’s acceptable to share jokes with friends off-duty, it’s important to ensure they remain appropriate and do not escalate beyond acceptable limits.
We hope this guide boosts your confidence while working with us and engaging with customers! If you have any questions about the content covered in this document, don’t hesitate to reach out to one of our Chairmans or higher-ups for assistance.
We look forward to seeing you at our games very soon!
Approved and Written by the Impresso Espresso HR Team.
This Barista Expectations was last updated July 26th, 2024.