In a rush, orders arrive faster than you can make them one by one. Good workflow means working in sequence, batching similar tasks and communicating with your team so the queue keeps moving.
Why it matters
Guests on a break may have only minutes. A smooth workflow keeps waits short and stops drinks being forgotten or made twice.
Key ideas
Order queue
Work through cups or tickets from oldest to newest. Never skip an order because another looks easier.
Overlapping tasks
Start the shot, then steam milk while it runs. Standing and watching wastes time.
Clear roles
In busy cafés one person takes orders, one makes coffee and one hands out drinks. Stick to your role unless asked to help.
Step by step
- 1
Read the next two or three orders ahead.
- 2
Grind and dose while the previous shot runs.
- 3
Steam one jug for two drinks with the same milk.
- 4
Pour, check against the ticket and call the drink.
- 5
Purge, wipe and knock out between drinks.
Do
- Keep tools in the same place so you never search.
- Tell the till person if you are falling behind.
- Use call-backs, such as behind, so colleagues know where you are.
Common mistakes
- Don't skip wiping the wand to save seconds.
- Don't leave milk or shots sitting while you find a lid.
- Don't rush so much that you serve a wrong drink.
The situation
Twelve cups are lined up and the queue reaches the door. The next two orders are dairy flat whites.
What a professional does
You steam one jug for both, pour them together and keep calling drinks. You ask the till person to warn new guests of a short wait.
Useful phrases
“Behind you, hot jug!”
“Two flat whites for Sam!”
“We're busy, so it'll be about five minutes. Is that okay?”
Pro tip
Restock cups, milk and lids in every short gap, not when you run out.
Quick check
What can you do while an espresso shot is running?
Think about it, then show the answer
Steam the milk for that drink or prepare the next cup.