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Mokha Corner

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Business basicsName, concept, location, hours, who is who.

27Covered

The business is Mokha Corner, in Arabic ركن المخا, a specialty coffee shop in Jeddah that opened in March 2023.from an interview · #1
Mokha Corner is in Al-Rawdah district off Prince Sultan Road, on the ground floor of the Alsharq building next to a pharmacy.from an interview · #1
The owner is Faisal Al-Zahrani, known to everyone as Abu Rakan; he is in the café most days 09:00-14:00 and does all the ordering himself.from an interview · #1
The house espresso is a Brazil and Ethiopia blend roasted by Nawa Roasters in Jeddah and delivered every Tuesday; filter single origins rotate monthly.from an interview · #1
Mokha Corner seats 34 inside and 12 on the terrace, with a family section at the back holding 4 tables.from an interview · #3
The café has 12 staff: 4 baristas, 3 cashiers, 2 kitchen/pastry, 2 runners/cleaners and 1 delivery packer who works evenings and weekends only.from an interview · #3
Staff on the floor speak Arabic, Urdu, English and some Bengali.from an interview · #3
Opening hours are Saturday to Thursday 06:30-24:00, and Friday 13:30-01:00 because the café opens after Jumu'ah.from an interview · #5
Busiest periods are 07:00-09:30 with commuters and mostly takeaway, a smaller lift 16:00-18:00, and the main rush 21:00-23:30.from an interview · #5
Thursday and Friday nights are the hardest shifts of the week.from an interview · #5
Delivery runs on HungerStation and Jahez and is roughly 35% of evening volume.from an interview · #7
There is one tablet per delivery app on the back counter, one for HungerStation and one for Jahez.from an interview · #7
At prayer times the doors close and no new orders are taken; the machines stay on and the gap is usually 20-25 minutes.from an interview · #7
Mokha Corner menu prices include VAT and match the board.from a document: menu.md
Calorie counts are on the board; if a customer asks for an unavailable number, ask the shift lead and do not estimate.from a document: menu.md
Hot milk drinks are available in single 8 oz and double 12 oz cups.from a document: menu.md
Iced drinks are available in 12 oz and 16 oz sizes.from a document: menu.md
Espresso drinks should go out in under 4 minutes at normal times.from a document: menu.md
V60 pour-over takes 4 minutes; tell the customer before starting.from a document: menu.md
If the wait will exceed 10 minutes, tell the customer before they pay.from a document: menu.md
Mokha Corner is the business name.from a document: house-rules.md
Faisal (Abu Rakan) is present most days from 09:00 to 14:00.from a document: house-rules.md
Ammar runs the bar and the training.from a document: house-rules.md
Noura runs the evenings and the till.from a document: house-rules.md
One of Faisal, Ammar, or Noura is always reachable when staff need something.from a document: house-rules.md
Mokha Corner trades Saturday to Thursday from 06:30 to 24:00.from a document: opening-closing.md
Mokha Corner trades Friday from 13:30 to 01:00, after Jumu'ah.from a document: opening-closing.md

Roles and shiftsWho does what, shift patterns, handover.

27Covered

Ammar Siddiqui is the manager and head barista: Pakistani, six years in specialty coffee, three of them in Jeddah.from an interview · #3
Ammar Siddiqui speaks Urdu, English and workable Arabic, runs the bar and trains every new barista.from an interview · #3
Noura Al-Otaibi is the second shift lead, Saudi, and runs the evening shift and the till.from an interview · #3
There are two shifts: morning 06:00-15:00 and evening 14:45-00:30, with a 30 minute overlap where both shifts are on the floor for handover.from an interview · #10
Ammar writes and manages the rota and posts it in the staff WhatsApp group; the owner does not track who is on which day.from an interview · #10
Training today is informal: Ammar shows a new person once, and there is nothing written down.from an interview · #10
Staff stay in their role: baristas work the bar for the whole shift and cashiers stay on the till, because a cashier on the espresso machine slows the queue and the drinks come out wrong.from an interview · #11
Runners are the ones who move around: they clear tables, carry, help the kitchen and pack delivery orders when the delivery packer is not in.from an interview · #11
Ammar Siddiqui, the shift lead, is the only person who works every station, after six years in specialty coffee.from an interview · #11
The handover is the 14:45-15:00 overlap and is done together at the bar, not shouted over a shoulder on the way out.from an interview · #15
At handover the X-report comes off the till first so the cash is agreed while the outgoing lead is still there.from an interview · #15
At handover the two leads walk the bar together checking milk levels, how much saffron base is left, cups, lids, what is low and what is broken.from an interview · #15
The grinder is re-dialled at handover for the rested beans, and any problem is told to the incoming shift lead face to face rather than left on a note.from an interview · #15
Ammar writes the rota himself and posts it in the staff WhatsApp group.from an interview · #15
Swaps are arranged between staff but do not count until Ammar confirms them in the group.from an interview · #15
Being late twice in a month means a conversation with Ammar; three times goes to Faisal.from an interview · #15
The morning shift runs from 06:00 to 15:00.from a document: opening-closing.md
The evening shift runs from 14:45 to 00:30.from a document: opening-closing.md
The morning and evening shift leads overlap from 14:45 to 15:15 on the floor.from a document: opening-closing.md
Handover is a conversation between both shift leads, not a note left on the counter.from a document: opening-closing.md
The evening shift orders nothing, so shortages should go to Faisal before he leaves at 14:00 where possible.from a document: opening-closing.md
The evening shift takes the 21:00 fridge reading.from a document: opening-closing.md
The person responsible for the 15:00 pastry bake must be identified at handover.from a document: opening-closing.md
The handover must cover grinder settings, bean rest change, weather changes, stock shortages, saffron base, faults, fridge records, till, customers, remakes and the 15:00 pastry bake.from a document: opening-closing.md
The owner confirmed the roles are barista, cashier, shift lead, kitchen, runner and delivery packer.from an interview · #2
Mokha Corner has six roles: barista, cashier, shift lead, kitchen, runner and delivery packer.from an interview · #4
Cashiers sometimes work on the bar, but bar training is not required for cashiers at this stage.from an interview · #4

Menu and productsItems, ingredients, allergens, prep steps, sizes, prices.

112/8Covered

Espresso is 12 SAR, macchiato 13 SAR, cortado 15 SAR, flat white 17 SAR, cappuccino 17 SAR and latte 18 SAR.from an interview · #17
The Spanish latte is 21 SAR and is the best seller at roughly 40% of hot drink sales.from an interview · #17
The saffron latte is 24 SAR and is the signature drink of the café.from an interview · #17
Mocha is 21 SAR, americano 14 SAR, and the cortadito or sweet cortado is 16 SAR and is what the regulars order.from an interview · #17
V60 pour-over of a single origin is 26 SAR and batch brew filter is 15 SAR.from an interview · #17
Saudi coffee (qahwa) is 18 SAR per dallah, serves 2-3 people, and comes with finjan cups; with 3 Sukkari dates it is 26 SAR.from an interview · #17
Karak tea is 12 SAR and a 600 ml bottle of water is 3 SAR.from an interview · #17
Iced Spanish latte is 23 SAR, iced latte 19 SAR, iced americano 15 SAR, cold brew 22 SAR and the mango and mint cooler 20 SAR.from an interview · #17
Butter croissant is 12 SAR, za'atar croissant 14 SAR, pain au chocolat 14 SAR and labneh and cucumber croissant 22 SAR.from an interview · #17
Cheese and turkey toastie is 26 SAR and the halloumi and za'atar sandwich is 28 SAR.from an interview · #17
Date and tahini cake slice is 16 SAR and pistachio cake slice is 19 SAR.from an interview · #17
All prices on the menu board include VAT.from an interview · #17
Hot milk drinks come as single in an 8 oz cup or double in a 12 oz cup; iced drinks are 12 oz or 16 oz.from an interview · #17
Upsizing is +3 SAR, oat milk is +3 SAR and an extra shot is +5 SAR.from an interview · #17
Pastries arrive frozen from Al-Faridah Bakery and are baked in-house at 05:45 and again at 15:00; cakes arrive ready-made on Sunday and Wednesday.from an interview · #17
A Spanish latte is a 12 oz drink built on a double shot of 18 g in, 36-38 g out, in 26-30 seconds.from an interview · #19
30 ml of condensed milk goes into the cup first, measured as two pumps of the black pump at 15 ml a pump.from an interview · #19
The shot is pulled straight onto the condensed milk and stirred three turns with the long spoon so it dissolves before any milk goes in.from an interview · #19
If the condensed milk is not stirred in first it sits at the bottom and the customer complains that the last sip is syrup.from an interview · #19
The Spanish latte is finished with 180 ml of full-fat milk steamed to 60-62 °C, glossy with no big bubbles, and a small dot of foam.from an interview · #19
No latte art is needed on a Spanish latte because it is mostly a takeaway drink.from an interview · #19
Iced Spanish latte: condensed milk and shot stirred in the cup, ice to the top, 150 ml cold milk poured over, and no stirring after the milk so the layers stay.from an interview · #19
The saffron milk base is made fresh every morning from 1 L full-fat milk, 0.3 g saffron threads and 15 g sugar.from an interview · #21
0.3 g of saffron is one small pinch measured with the little spoon that lives in the saffron tin.from an interview · #21
The saffron base is warmed to 65 °C, steeped for 20 minutes, strained, and kept in the small fridge labelled with the date.from an interview · #21
A saffron latte is a double shot with 200 ml of saffron base steamed to 60-62 °C poured over it.from an interview · #21
Exactly three saffron threads go on top of a saffron latte, never more, because saffron is the most expensive product in the café.from an interview · #21
If the saffron base has run out, staff never fake it with turmeric or saffron syrup; they tell the customer it is finished for today.from an interview · #21
A V60 is 15 g of coffee at grind setting 6.5 on the EK43, which should look like table salt, with 250 g of water at 92-94 °C.from an interview · #23
The V60 paper filter is rinsed with hot water, the rinse water discarded, and that warms the server at the same time.from an interview · #23
The V60 bloom is 45 g of water with the timer started and a gentle swirl, then a 40 second wait.from an interview · #23
The second V60 pour goes to 150 g in slow circles, never onto the paper, and the third pour reaches 250 g at 1:15.from an interview · #23
V60 drawdown should finish between 2:45 and 3:15; faster than 2:30 means grind finer, slower than 3:30 means grind coarser.from an interview · #23
A V60 is served in the glass carafe with a small tasting cup, telling the customer the origin and reading the note card.from an interview · #23
A V60 takes about 4 minutes and the customer is told that before the brew is started.from an interview · #23
Qahwa is made twice a day in the 3 L thermos with light-roast qahwa powder, cardamom and a few saffron threads, and no sugar.from an interview · #23
Qahwa is served hot from the dallah into finjan cups, always with dates, poured with the right hand and filled a third full.from an interview · #23
The server keeps refilling the finjan as long as the guest holds it out; when the guest shakes the cup side to side they have had enough.from an interview · #23
V60 drawdown must finish between 2:45 and 3:15; faster than 2:30 means grind finer and slower than 3:30 means grind coarser.from an interview · #7
The rest of the V60 is fixed: 15 g coffee, 6.5 on the EK43, 250 g of water at 92-94 °C, bloom 45 g with a swirl and a 40 second wait.from an interview · #7
Second V60 pour goes to 150 g in circles and never down the paper; third pour to 250 g at 1:15.from an interview · #7
The customer is told the V60 takes four minutes before the brew starts, or they get impatient watching it.from an interview · #7
The condensed milk in a Spanish latte is two pumps, 30 ml, into the cup, with the shot pulled onto it and stirred three full turns with the long spoon before steaming.from an interview · #9
Skipping the stir means the drink tastes like a weak latte and the last mouthful is pure syrup, which is the café's most common complaint.from an interview · #9
For the iced Spanish latte the condensed milk and shot are stirred together, then ice to the top and 150 ml cold milk, and it is never stirred afterwards so the layers stay.from an interview · #9
The saffron base is 1 L full-fat milk, 0.3 g saffron threads measured with the little spoon in the tin, and 15 g sugar, warmed to 65 °C and steeped 20 minutes.from an interview · #11
The saffron base is strained, kept in the small fridge with the date written on it, and only three threads go on top of each drink.from an interview · #11
When the saffron base is finished for the day staff say so to the customer and never substitute turmeric or saffron syrup.from an interview · #11
Espresso, single or double, costs 12 SAR and has no listed allergens.from a document: menu.md
Macchiato costs 13 SAR and contains dairy.from a document: menu.md
Cortado costs 15 SAR and contains dairy.from a document: menu.md
Flat white costs 17 SAR and contains dairy.from a document: menu.md
Cappuccino costs 17 SAR and contains dairy.from a document: menu.md
Latte costs 18 SAR and contains dairy.from a document: menu.md
Spanish latte costs 21 SAR and contains dairy.from a document: menu.md
Saffron latte costs 24 SAR and contains dairy.from a document: menu.md
Mocha costs 21 SAR and contains dairy and soy from chocolate.from a document: menu.md
Americano costs 14 SAR and has no listed allergens.from a document: menu.md
Cortadito, a sweet cortado, costs 16 SAR and contains dairy.from a document: menu.md
A cortadito is a cortado with one 15 ml pump of condensed milk added to the cup first.from a document: menu.md
V60 pour-over, single origin, costs 26 SAR and has no listed allergens.from a document: menu.md
Batch brew filter costs 15 SAR and has no listed allergens.from a document: menu.md
Saudi coffee, or qahwa, costs 18 SAR per pot and serves 2–3; it has no listed allergens.from a document: menu.md
Qahwa with a 3 Sukkari dates plate costs 26 SAR and has no listed allergens.from a document: menu.md
Tea, karak, costs 12 SAR and contains dairy.from a document: menu.md
Iced Spanish latte costs 23 SAR and contains dairy.from a document: menu.md
Iced latte costs 19 SAR and contains dairy.from a document: menu.md
Iced americano costs 15 SAR and has no listed allergens.from a document: menu.md
Cold brew, 18 hours, costs 22 SAR and has no listed allergens.from a document: menu.md
Mango and mint cooler costs 20 SAR and has no listed allergens.from a document: menu.md
Bottled water is 600 ml, costs 3 SAR and has no listed allergens.from a document: menu.md
Butter croissant costs 12 SAR and contains gluten, dairy and eggs.from a document: menu.md
Za'atar croissant costs 14 SAR and contains gluten, dairy, eggs and sesame.from a document: menu.md
Pain au chocolat costs 14 SAR and contains gluten, dairy, eggs and soy.from a document: menu.md
Cheese and turkey toastie costs 26 SAR and contains gluten and dairy.from a document: menu.md
Halloumi and za'atar sandwich costs 28 SAR and contains gluten, dairy and sesame.from a document: menu.md
Date and tahini cake slice costs 16 SAR and contains gluten, dairy, eggs and sesame.from a document: menu.md
Pistachio cake slice costs 19 SAR and contains gluten, dairy, eggs and nuts: pistachio and almond.from a document: menu.md
Labneh and cucumber croissant costs 22 SAR and contains gluten, dairy and eggs.from a document: menu.md
The Spanish latte makes about 40% of hot drink sales and should be learned properly in the first week.from a document: menu.md
The saffron latte is the signature drink and is commonly bought for visitors.from a document: menu.md
Filter single origins rotate monthly; know the current origin and note card before the shift.from a document: menu.md
Pastries arrive frozen from Al-Faridah Bakery and are baked in-house every morning at 05:45 and again at 15:00.from a document: menu.md
At 180 °C, bake croissants for 14 minutes and za'atar croissants for 12 minutes.from a document: menu.md
Cakes arrive ready-made twice a week, on Sunday and Wednesday.from a document: menu.md
Cut and plate anything containing pistachio or almond on the marked nut board, never the sandwich board or bar.from a document: menu.md
Spanish latte recipe: pull a double shot with 18 g in, 36–38 g out, in 26–30 seconds.from a document: menu.md
Spanish latte recipe: put 30 ml condensed milk in the cup first; two black-pump doses equal 30 ml.from a document: menu.md
Stir the Spanish latte shot and condensed milk for 3 turns with the long spoon before adding milk.from a document: menu.md
Steam 180 ml full-fat milk for a Spanish latte to 60–62 °C with a glossy texture and no big bubbles.from a document: menu.md
Finish a Spanish latte with a small dot of foam; no latte art is needed for takeaway.from a document: menu.md
For an iced Spanish latte, stir condensed milk and shot together, fill with ice, add 150 ml cold milk, and do not stir afterward.from a document: menu.md
Make saffron latte base each morning at open from 1 L full-fat milk, 0.3 g saffron threads and 15 g sugar.from a document: menu.md
Warm saffron latte base to 65 °C, steep it for 20 minutes, strain it, label it with the date and keep it in the small fridge.from a document: menu.md
Discard saffron latte base after 24 hours.from a document: menu.md
For a saffron latte, pull a double shot, steam 200 ml saffron base to 60–62 °C and pour it over the shot.from a document: menu.md
Finish a saffron latte with exactly three saffron threads.from a document: menu.md
If saffron base has run out, do not substitute turmeric or saffron syrup; tell the customer it is finished today.from a document: menu.md
A V60 uses 15 g medium-ground coffee at EK setting 6.5, 250 g water at 92–94 °C and makes about 250 ml.from a document: menu.md
For a V60, rinse the paper filter with hot water, discard the rinse water and warm the server.from a document: menu.md
Bloom a V60 with 45 g water, start the timer, swirl gently and wait 40 seconds.from a document: menu.md
Pour the second V60 pour slowly in circles up to 150 g and never pour onto the paper.from a document: menu.md
Make the third V60 pour up to 250 g at 1:15.from a document: menu.md
V60 drawdown should finish between 2:45 and 3:15; faster than 2:30 means grind finer.from a document: menu.md
V60 drawdown slower than 3:30 means grind coarser.from a document: menu.md
Serve V60 in the glass carafe with a small tasting cup, say the origin and read the note card.from a document: menu.md
Saudi coffee uses light-roast qahwa powder, cardamom and a few saffron threads, with no sugar ever.from a document: menu.md
Serve Saudi coffee hot in a dallah with finjan cups, always with dates.from a document: menu.md
Pour Saudi coffee with the right hand and fill each finjan one-third full.from a document: menu.md
Keep pouring while the guest holds out the cup; when they shake it side to side, take it and do not ask again.from a document: menu.md
Saudi coffee is made twice daily in the 3 L thermos.from a document: menu.md
The Saudi coffee thermos is date-labelled and its contents are discarded after 6 hours.from a document: menu.md

Equipment and proceduresMachines, cleaning, calibration, common faults.

41Covered

The espresso machine is a 2 group La Marzocco Linea PB run at 1.2-1.4 bar boiler pressure and 93 °C brew temperature.from an interview · #25
The left group head has a slow drip that makes it channel; it must be brushed twice a shift and tamped dead level until it is repaired.from an interview · #25
The left group drip has been reported to the technician and is still not fixed; if it keeps dripping after brushing, tell Ammar.from an interview · #25
Grinders are a Mahlkönig E65S for espresso, a Mazzer for decaf and an EK43 for filter.from an interview · #25
The espresso recipe is 18 g in to 36-38 g out in 26-30 seconds.from an interview · #25
Espresso is dialled in at open, again after the 15:00 bean change, and any time the weather swings because humidity moves the grind.from an interview · #25
A weak shot with no pressure means the grinder is clogged or the basket is blocked.from an interview · #25
A steam wand that will not steam has blocked tip holes: take the tip off and soak it in Cafiza.from an interview · #25
If the POS iPad will not print, the printer is offline: hold the printer power button for 5 seconds and reconnect it.from an interview · #25
The machine is backflushed with Cafiza every night at close, 5 cycles of 10 seconds per group, then 3 rinse cycles.from an interview · #27
Portafilters and baskets are taken apart and cleaned in Cafiza solution and rinsed well; group gaskets are changed by the technician every 3 months.from an interview · #27
Grinder hoppers are emptied and brushed every night and the burrs are never washed with water.from an interview · #27
Steam wands are purged before and after every drink and wiped with the blue cloth.from an interview · #27
Cloth colours: blue is milk only, green is surfaces, red is toilets and bins, and each colour lives in its own sanitiser bucket.from an interview · #27
The ice machine is cleaned every Sunday and the BWT water filter cartridge is changed every 6 months, with the date on the sticker on its side.from an interview · #27
The pastry oven is preheated to 180 °C; croissants take 14 minutes and za'atar croissants 12 minutes.from an interview · #27
The left group head of the Linea PB drips slowly after the portafilter is locked in and this makes it channel, giving a thin sour shot and a puck that is soggy on one side.from an interview · #1
The left group head must be brushed twice a shift: once when the barista comes on and again after the 15:00 bean change.from an interview · #1
Brushing the left group means brushing up into the shower screen, flushing it and wiping the gasket, and tamping dead level.from an interview · #1
If the left group is still dripping after brushing and tamping level, the barista stops and tells Ammar rather than continuing to pull shots.from an interview · #1
The espresso recipe never changes: 18 g in, 36-38 g out, in 26-30 seconds.from an interview · #3
Ammar dials in at open with at least three shots and tastes them, because the scale will not tell you the shot is sour.from an interview · #3
Re-dial after the 15:00 bean change, when the weather or humidity swings, and on the new bag from Nawa Roasters on Tuesday.from an interview · #3
If a shot runs under 26 seconds grind finer, over 30 seconds grind coarser, moving one notch at a time and re-pulling before deciding.from an interview · #3
Weak, watery shot with no pressure: the grinder is clogged or the basket is blocked, so clear the chute, check the basket and run coffee through.from an interview · #5
Steam wand with no power in it: the tip holes are blocked, so take the tip off, soak it in Cafiza and poke it clear.from an interview · #5
iPad will not print the ticket: the printer is offline, so hold its power button for 5 seconds, let it come back and reconnect, and it prints the backlog.from an interview · #5
Cloth colours never cross and each colour has its own sanitiser bucket: blue for milk and the steam wand, green for surfaces, red for toilets and bins.from an interview · #13
The steam wand is purged before and after every single drink, however busy the bar is.from an interview · #13
The black pump dispenses 15 ml per pump.from a document: menu.md
Use EK grinder setting 6.5 for V60 medium grind; the grounds should look like table salt.from a document: menu.md
Saffron latte base is kept in the small fridge after straining and labelling.from a document: menu.md
Use the marked nut board for cutting and plating pistachio- or almond-containing items.from a document: menu.md
Use a 3 L thermos for Saudi coffee.from a document: menu.md
Staff backflush both espresso groups with Cafiza for 5 cycles of 10 seconds, followed by 3 rinse cycles.from a document: opening-closing.md
Staff clean portafilters and baskets in Cafiza solution and rinse them well.from a document: opening-closing.md
Staff soak and wipe steam wands and check their tips for blocked holes.from a document: opening-closing.md
Staff empty and brush grinder hoppers at closing; water must never touch the burrs.from a document: opening-closing.md
The left group drips and needs its group head brushed twice per shift or it starts channelling.from a document: opening-closing.md
Handover must report if a steam wand tip is slow, a printer has dropped out or the ice machine is struggling.from a document: opening-closing.md
Handover must report anything broken or behaving badly.from a document: opening-closing.md

Opening and closingThe opening checklist and the closing checklist.

50/6Covered

The morning shift starts the open at 06:00, thirty minutes before the doors open.from an interview · #29
Opening starts with lights on, AC to 21 °C, music on low and the terrace unlocked.from an interview · #29
The espresso machine sits on standby overnight; at open it is brought up and the boiler checked at 1.2-1.4 bar.from an interview · #29
At open the grinders, EK43, pastry oven at 180 °C and the ice machine are turned on and checked, then hands are washed and the apron goes on.from an interview · #29
All fridge temperatures are recorded on the sheet at open, and anything out of range goes straight to the shift lead.from an interview · #29
Milk stock and dates are checked at open and anything past its day-dot is discarded.from an interview · #29
The saffron base is made at open and labelled with the day's date.from an interview · #29
Croissants go in the oven at 05:45 and into the display with tongs and labels.from an interview · #29
Espresso is dialled in at open with at least three shots until 18 g gives 36-38 g in 26-30 seconds, and the shot is tasted, not just weighed.from an interview · #29
Batch filter is brewed and the qahwa thermos made at open, and syrups, cups, lids, sleeves, straws, napkins and dates are stocked.from an interview · #29
A 500 SAR float goes into the till at open, counted, and the sheet is signed.from an interview · #29
The bar is wiped, cloths go into fresh sanitiser and the floor is dry before the door is unlocked at 06:30 exactly, not 06:35.from an interview · #29
Closing starts at 23:30; the delivery tablets are stopped at 23:40 and last orders are called at 23:45.from an interview · #31
At close both groups are backflushed 5 × 10 seconds with Cafiza then rinsed 3 times, with portafilters and baskets in the solution.from an interview · #31
At close the steam wands are soaked and wiped and the hoppers emptied and brushed.from an interview · #31
At close anything in the milk fridge past its day-dot is discarded and the fridge temperature is recorded.from an interview · #31
All food is wrapped, labelled and dated at close, and pastries are discarded because a day-old pastry is never sold.from an interview · #31
The batch brew and the qahwa thermos are emptied and washed at close.from an interview · #31
The ice bin is drained on Sundays only; on other nights it is topped up and lidded.from an interview · #31
Bar top, tables, chairs, high chairs and the menu board are wiped, then the floor is swept and mopped with the wet floor sign out.from an interview · #31
Bins go out at close, bags tied, the bin area hosed, and the back door is locked immediately afterwards.from an interview · #31
At close a Z-report is run, cash counted twice, a drop slip written and the money put in the safe, leaving the 500 SAR float for the morning.from an interview · #31
Terrace furniture is stacked and chained, the AC set to 26 °C, music off, lights off except the security light and the machine to standby.from an interview · #31
The last person sets the alarm, locks the front door and messages the shift group that they are out.from an interview · #31
The opening checklist starts at 06:00, 30 minutes before the doors open.from a document: opening-closing.md
Opening staff turn on the lights, set the AC to 21 °C, put music on low and unlock the terrace.from a document: opening-closing.md
Opening staff turn on the espresso machine and check that its boiler is at 1.2-1.4 bar.from a document: opening-closing.md
Opening staff turn on the grinders and EK, set the pastry oven to 180 °C and check the ice machine.from a document: opening-closing.md
Opening staff check their uniform and put on an apron after washing their hands.from a document: opening-closing.md
Opening staff record all fridge temperatures on the sheet before the first rush.from a document: opening-closing.md
Opening staff check milk stock and dates and discard anything past its day-dot.from a document: opening-closing.md
Opening staff make the saffron base and label it with today's date.from a document: opening-closing.md
Croissants go in at 05:45.from a document: opening-closing.md
Opening staff put pastries into the display using tongs and labels.from a document: opening-closing.md
Opening staff dial in espresso using three shots until 18 g in gives 36-38 g out in 26-30 s.from a document: opening-closing.md
Opening staff must taste the espresso; a shot that weighs right and tastes wrong is still wrong.from a document: opening-closing.md
Opening staff brew the batch filter and make the qahwa thermos.from a document: opening-closing.md
Opening staff fill syrups and stock cups, lids, sleeves, straws, napkins and dates.from a document: opening-closing.md
Opening staff put a 500 SAR float in the till, count it and sign the sheet.from a document: opening-closing.md
Opening staff wipe the bar, put cloths in fresh sanitiser in the blue, green and red buckets, and leave the floor dry.from a document: opening-closing.md
Staff unlock the door at 06:30, not 06:35, because the 07:00 commuter rush starts before 07:00.from a document: opening-closing.md
Closing starts from 23:30 on the evening shift.from a document: opening-closing.md
Staff call last orders at 23:45 and stop the delivery tablets at 23:40.from a document: opening-closing.md
Staff discard pastries at closing; day-old pastries are never sold.from a document: opening-closing.md
Staff drain the ice bin on Sundays only and otherwise top it up and keep it lidded.from a document: opening-closing.md
Staff sweep and mop the floor and put out the wet-floor sign.from a document: opening-closing.md
Staff take bins out, tie the bags, hose the bin area and lock the back door immediately afterward.from a document: opening-closing.md
Staff check that terrace furniture is stacked and chained.from a document: opening-closing.md
At closing, staff set the AC to 26 °C, turn music off, turn off lights except the security light and put the machine on standby.from a document: opening-closing.md
Staff set the alarm, lock the front door and message the shift group that they are out.from a document: opening-closing.md

Food safetyHandwashing, temperatures, storage, labelling, allergens, illness, SFDA basics.

100/8Covered

The saffron milk base is labelled with the date it was made and discarded after 24 hours even if there is base left.from an interview · #21
The milk fridge under the bar runs at 0-4 °C and is checked and written on the sheet at 07:00, 14:00 and 21:00.from an interview · #27
Fridges run at 0-4 °C, freezers at −18 °C or below, and anything hot-held must be above 63 °C.from an interview · #35
Temperatures are recorded three times a day at 07:00, 14:00 and 21:00 on the sheet that hangs by the fridge.from an interview · #35
If a temperature is out of range the stock moves to the back fridge, the shift lead is told, and it is written down.from an interview · #35
An opened milk carton gets a day-dot with the date and time it was opened and is used within 24 hours or discarded.from an interview · #35
Milk left out of the fridge for more than 30 minutes is discarded, regardless of how busy the bar is.from an interview · #35
Steamed milk is never re-steamed and never poured back into the carton.from an interview · #35
Cold brew is brewed for 18 hours then kept 5 days in the fridge, labelled with the brew date; batch brew is discarded after 1 hour.from an interview · #35
Decanted syrups are labelled for 30 days, cut fruit 24 hours, sandwich fillings 48 hours and qahwa in the thermos 6 hours.from an interview · #35
Handwashing is at the dedicated blue-tap sink: 20 seconds with soap and warm water, dried with paper.from an interview · #37
Hands are washed on every entry to the bar, after the till, after the phone, after bins, after the toilet, after touching face or hair, and every 30 minutes in a rush.from an interview · #37
Gloves are for ready-to-eat food only, meaning sandwiches, cut fruit and plating dates, and are changed between tasks.from an interview · #37
Gloves are not a substitute for handwashing, and no gloves are worn on the coffee bar.from an interview · #37
The allergens present in the café are dairy, nuts (pistachio and almond), gluten, sesame from tahini and za'atar, eggs and soy.from an interview · #37
Nut items are prepared on the marked board.from an interview · #37
Allergy questions are never guessed: staff read the allergen card in the black folder by the till or call the shift lead.from an interview · #37
Oat milk is stored separately and an allergy order is made with a purged wand and a clean pitcher.from an interview · #37
Stock is rotated FIFO with the oldest at the front, and chemicals are stored below and away from food, never in an unlabelled bottle.from an interview · #37
Staff with vomiting, diarrhoea, fever, jaundice, an infected cut or an eye or skin infection do not come in and call Ammar.from an interview · #37
Staff are cleared to return to work 48 hours after the last symptom, and cuts are covered with a blue waterproof plaster with a glove over it.from an interview · #37
SFDA requirements followed: a valid food-handler health certificate for every food handler, the licence displayed, and no smoking.from an interview · #37
Calorie counts are shown on the menu board for every item, pest control is logged monthly and no food is prepared on the floor; inspectors do visit.from an interview · #37
Pest control is a monthly contract with Baytak Pest Control; doors stay closed, bins stay closed and are emptied at close, and any sighting is reported to Faisal the same day.from an interview · #37
Spills: the yellow wet floor sign goes out first, then clean, then dry, and the sign stays until the floor is actually dry.from an interview · #37
If glass breaks near the ice machine the whole ice bin is emptied and washed.from an interview · #37
The saffron base is discarded 24 hours after it is made, even if half a litre is left.from an interview · #11
The milk fridge under the bar runs 0-4 °C and whoever is on shift writes the temperature on the sheet at 07:00, 14:00 and 21:00.from an interview · #13
An opened milk carton gets a day-dot with the date and time and is finished within 24 hours.from an interview · #13
Milk standing out of the fridge for more than 30 minutes is poured away no matter how long the queue is, and milk is never re-steamed or returned to the carton.from an interview · #13
The allergen line on the menu is not a substitute for the allergen card in the black folder by the till.from a document: menu.md
If a customer says the word "allergy", stop and read the allergen card.from a document: menu.md
Oat milk is stored separately from dairy.from a document: menu.md
For an allergy order using oat milk, use a purged steam wand and a clean pitcher.from a document: menu.md
Put every delivery into the fridge or freezer on arrival.from a document: menu.md
Use FIFO storage with the oldest item at the front.from a document: menu.md
Date-label deliveries before putting them away.from a document: menu.md
Wash at the dedicated handwash sink with the blue tap, not the bar sink or pot sink.from a document: food-safety.md
Wash for 20 seconds with soap and warm water, then dry with paper.from a document: food-safety.md
Wash every time you enter the bar, after using the till, after using your phone, and after emptying bins.from a document: food-safety.md
Wash after using the toilet, touching your face or hair, and every 30 minutes during a rush.from a document: food-safety.md
Remove rings, watches and bracelets before washing your hands.from a document: food-safety.md
Gloves are for ready-to-eat food only, including sandwiches, cut fruit and plating dates.from a document: food-safety.md
Change gloves between tasks, especially after a glove touches the bin.from a document: food-safety.md
Wash your hands before putting on gloves; gloves are not a substitute for handwashing.from a document: food-safety.md
Do not wear gloves on the coffee bar.from a document: food-safety.md
Keep fridges at 0-4 °C.from a document: food-safety.md
Keep the freezer at −18 °C or below.from a document: food-safety.md
Keep hot-held food above 63 °C.from a document: food-safety.md
Record temperatures at 07:00, 14:00 and 21:00 on the sheet by the fridge.from a document: food-safety.md
Write the actual temperature on the recording sheet, not a tick.from a document: food-safety.md
The milk fridge under the bar is checked on the same schedule and sheet as the other fridges.from a document: food-safety.md
If a temperature is out of range, move the stock to the back fridge, tell the shift lead and write it down.from a document: food-safety.md
Put a day-dot showing the date and time opened on every opened milk carton.from a document: food-safety.md
Use opened milk within 24 hours of opening or discard it.from a document: food-safety.md
Discard milk left out of the fridge for more than 30 minutes.from a document: food-safety.md
Never re-steam steamed milk or pour it back into the carton.from a document: food-safety.md
Pour only the milk needed for steaming and bin the rest.from a document: food-safety.md
Label everything decanted or made in-house with what it is and the date.from a document: food-safety.md
Saffron base lasts 24 hours and must be labelled with the date it was made.from a document: food-safety.md
Cold brew is brewed for 18 hours, then kept in the fridge for 5 days and labelled with its brew date.from a document: food-safety.md
Discard batch brew after 1 hour.from a document: food-safety.md
Qahwa in the thermos lasts 6 hours.from a document: food-safety.md
Syrups decanted from the big bottle last 30 days.from a document: food-safety.md
Cut fruit lasts 24 hours.from a document: food-safety.md
Sandwich fillings last 48 hours.from a document: food-safety.md
Never sell day-old pastries; discard them at close.from a document: food-safety.md
The café's allergens are dairy, nuts including pistachio and almond, gluten, sesame including tahini and za'atar, eggs and soy.from a document: food-safety.md
Prepare nut items only on the marked nut board.from a document: food-safety.md
If a customer asks about allergies, read the allergen card in the black folder by the till or call the shift lead; do not guess.from a document: food-safety.md
Do not say "I think it is fine" in response to an allergy question.from a document: food-safety.md
For an allergy order, store oat milk separately from dairy, purge the wand and use a clean pitcher.from a document: food-safety.md
Tell the barista verbally when a ticket is an allergy order, as well as marking it on the ticket.from a document: food-safety.md
Use first in, first out for all stock, with the oldest stock at the front.from a document: food-safety.md
When putting away a delivery, rotate the shelf instead of stacking new boxes in front.from a document: food-safety.md
Store chemicals below and away from food in the marked cupboard.from a document: food-safety.md
Never put chemicals in an unlabelled bottle, cup or water bottle.from a document: food-safety.md
Keep Cafiza with the cleaning kit.from a document: food-safety.md
Use blue cloths for milk, green cloths for surfaces, and red cloths for toilets and bins.from a document: food-safety.md
Keep the three cloth types in separate sanitiser buckets and never swap them.from a document: food-safety.md
Do not come in with vomiting, diarrhoea, fever, jaundice, an infected cut, or an eye or skin infection.from a document: food-safety.md
You may return 48 hours after your last illness symptom.from a document: food-safety.md
Every food handler must hold a valid food-handler health certificate and keep it current.from a document: food-safety.md
The café licence remains displayed.from a document: food-safety.md
Smoking is not allowed.from a document: food-safety.md
Calorie counts must be shown on the menu board for every item.from a document: food-safety.md
Pest-control visits must be logged monthly.from a document: food-safety.md
Do not prepare or store food on the floor.from a document: food-safety.md
Keep doors closed.from a document: food-safety.md
Keep bins closed and empty them at close.from a document: food-safety.md
Report any pest sighting to Faisal the same day.from a document: food-safety.md
The café has a monthly Baytak Pest Control contract, and each visit goes in the log.from a document: food-safety.md
Fridges must be between 0-4 °C.from a document: opening-closing.md
The freezer must be at −18 °C or below.from a document: opening-closing.md
Any fridge or freezer temperature out of range must be reported to the shift lead immediately, not later.from a document: opening-closing.md
Milk past its day-dot must be discarded at opening and closing.from a document: opening-closing.md
All food must be wrapped, labelled and dated at closing.from a document: opening-closing.md
The saffron base must be labelled with the date it was made.from a document: opening-closing.md
Handover must state how much saffron base remains and when it was made so the evening knows when it dies.from a document: opening-closing.md
The fridge sheet must have its 07:00 and 14:00 rows filled in and signed at handover.from a document: opening-closing.md

Customer serviceGreeting standard, complaints, common scenarios, phrases.

28/6Covered

Customers are greeted with eye contact within 5 seconds of reaching the till, in Arabic first, السلام عليكم، حياك الله, then in whatever language they answer in.from an interview · #39
If a customer gives their name with the order, staff use it, and the order is always repeated back before payment is taken.from an interview · #39
When a drink is put down its name is said out loud, for example "Spanish latte for Sara".from an interview · #39
Espresso drinks are promised under 4 minutes at normal times, a V60 is 4 minutes and the customer is told, and any wait over 10 minutes is flagged before they pay.from an interview · #39
Complaints follow the LAST rule Ammar teaches: Listen without interrupting, Apologise once and sincerely, Solve, and Thank them for telling us.from an interview · #41
Solving a complaint means remaking the drink at no charge, with no permission needed up to 30 SAR.from an interview · #41
Remakes above 30 SAR and any refund need the shift lead.from an interview · #41
Staff never argue about whether a drink is correct, and never blame the delivery app, the other shift or a colleague in front of a customer.from an interview · #41
"This is too sweet" is handled by remaking the drink with one pump less.from an interview · #41
A customer who has waited 15 minutes gets an apology, the ticket checked, and a free pastry offered.from an interview · #41
A single man asking for the family section is told politely and offered a terrace table instead.from an interview · #41
A delivery driver rushing the counter is told that in-store orders come first and that drivers wait at the marked spot.from an interview · #41
A group asking to move tables together is fine; they are asked to put the chairs back afterwards.from an interview · #41
Arabic phrases every staff member should know: حياك الله (welcome), تحت أمرك (at your service), أعتذر منك (I apologise), تفضل (here you are), دقيقتين وجاهز (two minutes and it is ready).from an interview · #41
On a complaint the barista listens without interrupting, apologises once and properly, and does not repeat the apology because it sounds fake.from an interview · #17
A "too sweet" Spanish latte is remade with one pump less at no charge, and no permission is needed up to 30 SAR; over 30 SAR or a refund is the shift lead.from an interview · #17
The customer is thanked for complaining, because the customer who tells you is doing the café a favour while the rest simply do not come back.from an interview · #17
LAST, that is Listen, Apologise, Solve, Thank, is taught to every new starter on day one.from an interview · #17
A delivery driver who rushes the counter is answered with تحت أمرك and asked to wait at the marked spot; the customer at the till is always served first.from an interview · #17
Staff never argue with a delivery driver about the app where customers can hear it, and there are two minutes to accept the order on the tablet anyway.from an interview · #17
Tell a V60 customer it takes 4 minutes before starting, not while they are waiting.from a document: menu.md
Use the upsell question "Double or single?".from a document: menu.md
Use the upsell question "dates with the qahwa?".from a document: menu.md
Do not push a large size on someone who asked for a small.from a document: menu.md
For V60, say the coffee origin and read the note card.from a document: menu.md
When serving Saudi coffee, take the finjan after the guest shakes it side to side and do not ask again.from a document: menu.md
Handover must include open tickets, waiting customers, promised remakes and anything customers have been told will be ready.from a document: opening-closing.md
Staff must not let a customer promise die at handover.from a document: opening-closing.md

POS and paymentsOrdering flow, POS steps, refunds, delivery apps.

20Covered

The POS is Foodics on two iPads, one at the front till and one on the bar, with the cash drawer under the front till.from an interview · #43
Every staff member logs in with their own 4-digit PIN and never someone else's, because every order is tied to a person.from an interview · #43
Order flow: greet, take the order, repeat it back, ring it in as size then milk then extras, ask here or takeaway, take payment, give the receipt, call the ticket to the bar.from an interview · #43
Choosing here or takeaway changes the ticket colour on the bar so the barista knows whether it is a glass or a paper cup.from an interview · #43
Payment is by mada card, Apple Pay or cash, and card is about 85% of orders.from an interview · #43
The cash drawer only opens from a cash sale and the change is counted back out loud.from an interview · #43
Refunds need a shift-lead PIN and the original receipt; a void before payment is fine but a refund after payment is a shift-lead job.from an interview · #43
Delivery orders must be accepted on the tablet within 2 minutes or they time out and count against the café.from an interview · #43
Delivery orders are printed, bagged with the sticker on the bag, hot and cold in separate bags, always with a napkin and a stirrer, and cups double-lidded.from an interview · #43
A delivery order is marked ready only when it is genuinely bagged and sitting on the shelf.from an interview · #43
An X-report is run at handover and a Z-report at close, cash counted twice, the 500 SAR float left in the drawer and the rest in the safe with the drop slip.from an interview · #43
Ring Foodics items in this order: size, then milk, then extras.from a document: menu.md
After entering a Foodics order, ask "here or takeaway" because this changes the ticket colour on the bar.from a document: menu.md
Upsizing costs +3 SAR.from a document: menu.md
Oat milk costs +3 SAR.from a document: menu.md
An extra shot costs +5 SAR.from a document: menu.md
Closing staff run the Z-report, count the cash twice, put the drop slip in the safe and leave a 500 SAR float for the morning.from a document: opening-closing.md
Handover includes the X-report, cash count and confirmation of the 500 SAR float in the drawer.from a document: opening-closing.md
At handover, anything over the 500 SAR float must be dropped in the safe with a slip.from a document: opening-closing.md
Any till discrepancy must be reported to Noura in person immediately at handover.from a document: opening-closing.md

House rulesUniform, phones, breaks, lateness, attendance.

64/5Covered

Prayer cover is rotated so that someone is always on the floor while the doors are closed for prayer.from an interview · #7
Staff get a 30 minute paid break on an eight-hour shift plus a further 15 minutes, so 45 minutes in total.from an interview · #15
Breaks are taken in the back, agreed with the shift lead first, and never two people at once during a rush.from an interview · #15
Phones stay in the staff locker and are used only on break in the back, never on the floor.from an interview · #15
A phone on the floor is one warning, then it goes to Faisal.from an interview · #15
Uniform is a clean ironed black Mokha Corner t-shirt, black trousers or a black abaya, closed black non-slip shoes, the brown apron and a name badge.from an interview · #45
Each person gets two shirts and is expected to wash them; no shorts, no sliders and no strong perfume.from an interview · #45
Hair is tied back and anyone handling food wears a cap; beards are covered when working the oven.from an interview · #45
Nails are short and clean with no polish, no rings except a plain band, and no watches or bracelets on the bar.from an interview · #45
Lateness means being on the floor and changed at your start time, not walking through the door at it.from an interview · #45
Being late twice in a month is a conversation with Ammar and three times goes to Faisal; staff message the shift group as soon as they know.from an interview · #45
Shift swaps are arranged between staff but do not count until Ammar confirms them in the group.from an interview · #45
Tips are pooled in the jar and split by hours worked, paid out on the 1st, and delivery app tips go into the same pool.from an interview · #45
Staff get one free drink per shift, made off-peak and drunk in the back, never in front of customers, and 30% off food when not on shift.from an interview · #45
On the bar the only drink allowed is water in a closed bottle kept on the low shelf.from an interview · #45
Social media rules: no photos of customers, no filming inside during service, tag the café and keep it positive, and never post about an incident.from an interview · #45
Staff never discuss another staff member's pay or another customer's complaint on the floor.from an interview · #45
The uniform is a clean, ironed black Mokha Corner t-shirt, black trousers or a black abaya, closed black non-slip shoes, a brown apron, and a name badge.from a document: house-rules.md
Each employee receives two shirts and must wash them.from a document: house-rules.md
Shorts, sliders, and strong perfume are not allowed.from a document: house-rules.md
Hair must be tied back, and a cap is required when handling food.from a document: house-rules.md
Beards must be covered at the oven.from a document: house-rules.md
Nails must be short and clean, with no polish.from a document: house-rules.md
Only a plain band ring is allowed.from a document: house-rules.md
Watches and bracelets are not allowed on the bar.from a document: house-rules.md
Phones must stay in the staff locker and may only be used on break in the back.from a document: house-rules.md
Phones are not allowed on the floor, in an apron, or for checking the time.from a document: house-rules.md
Ammar gives one warning for phone use; after that, the matter goes to Faisal.from a document: house-rules.md
An 8-hour shift includes a 30-minute paid break plus 15 minutes.from a document: house-rules.md
Breaks must be taken in the back after agreement with the shift lead.from a document: house-rules.md
Two people must never be on break at once during a rush.from a document: house-rules.md
Staff must check the queue before asking to take a break.from a document: house-rules.md
Prayer cover must be rotated so someone is always on the floor.from a document: house-rules.md
During the prayer period, the doors close and no new orders are taken.from a document: house-rules.md
The café reopens 20 to 25 minutes after closing for the prayer period.from a document: house-rules.md
Machines stay on during the prayer period.from a document: house-rules.md
Staff must arrange the prayer rotation at the start of the shift.from a document: house-rules.md
Being on time means being changed and on the floor at the start time.from a document: house-rules.md
Staff must message the shift group as soon as they know they will be late.from a document: house-rules.md
Being late twice in one month leads to a conversation with Ammar.from a document: house-rules.md
Being late three times leads to a conversation with Faisal.from a document: house-rules.md
Shift swaps only count after Ammar confirms them in the group.from a document: house-rules.md
A swap agreed in a private message does not count as a swap.from a document: house-rules.md
Tips are pooled in the jar and split according to hours worked.from a document: house-rules.md
Pooled tips are paid out on the 1st.from a document: house-rules.md
Delivery-app tips go into the same tip pool.from a document: house-rules.md
Staff must not keep tips in their pockets.from a document: house-rules.md
Each staff member may have one free drink per shift.from a document: house-rules.md
Free staff drinks must be made off-peak and consumed in the back.from a document: house-rules.md
Staff must never drink their free drink in front of customers.from a document: house-rules.md
Staff receive 30% off food when they are not on shift.from a document: house-rules.md
Staff must ask a shift lead before making drinks for friends, and the shift lead decides.from a document: house-rules.md
Only water in a closed bottle is allowed on the bar, placed on the low shelf.from a document: house-rules.md
Food is not allowed behind the bar.from a document: house-rules.md
Coffee cups must not sit next to the grinder.from a document: house-rules.md
Photos of customers are not allowed.from a document: house-rules.md
Filming inside during service is not allowed.from a document: house-rules.md
Posts about the café must tag it and remain positive.from a document: house-rules.md
Staff must never post about incidents, complaints, or inspections, including on personal accounts.from a document: house-rules.md
Staff must not discuss another employee's pay.from a document: house-rules.md
Customer complaints must not be discussed on the floor where others can hear.from a document: house-rules.md
Staff must not tell customers that another shift made a mistake, the delivery app is the problem, or a colleague is new.from a document: house-rules.md
Staff must ask a question rather than guess.from a document: house-rules.md
The back door must not be propped open while closing work is finished.from a document: opening-closing.md

Safety and emergenciesFire, injury, spills, who to call.

16Covered

Fire: shout, pull the alarm by the back door, get customers out to the pavement in front of the pharmacy, and nobody goes back in for bags or phones.from an interview · #47
Extinguishers: CO2 by the bar for electrical, foam by the back door, and a fire blanket by the oven.from an interview · #47
Only fight a fire the size of a bin, and only if you can see the exit behind you; Civil Defence is 998.from an interview · #47
Burns are cooled under cool running water for 20 minutes with no ice and no butter, covered loosely, reported to the shift lead and written in the incident book.from an interview · #47
Cuts: stop work, wash it, blue waterproof plaster with a glove over it, bin any food that was near it, and record it.from an interview · #47
Emergency numbers: ambulance and Red Crescent 997, police 999, traffic 993, Civil Defence 998.from an interview · #47
The first-aid kit is on the wall in the back corridor next to the incident book.from an interview · #47
In a power cut the machines go off at the wall, fridge doors stay shut, Faisal is called, and food is safe for 4 hours as long as the doors stay closed.from an interview · #48
A gas smell or a water leak means everyone out, call Faisal and Civil Defence, and do not touch any switches.from an interview · #48
With a robbery or an aggressive customer: do not resist, do not chase, press the panic button under the till and call 999 afterwards.from an interview · #48
For a cut, stop work, wash it, cover it with a blue waterproof plaster and put a glove over the plaster.from a document: food-safety.md
Bin any food that was near a cut.from a document: food-safety.md
Record a cut in the incident book in the back corridor next to the first-aid kit.from a document: food-safety.md
For a spill, put out the yellow wet-floor sign first, then clean and dry the area.from a document: food-safety.md
Leave the yellow wet-floor sign out until the floor is dry.from a document: food-safety.md
If glass breaks near the ice machine, empty and wash the whole ice bin every time.from a document: food-safety.md

EscalationWho to ask for what.

26Covered

Drink quality, recipes, machine problems and training go to Ammar, the head barista and manager.from an interview · #48
Rota, swaps, lateness and holiday go to Ammar first, and to Faisal only if Ammar sends it on.from an interview · #48
Refunds over 30 SAR, till discrepancies, supplier problems and anything involving money go to Noura on evenings, otherwise to Faisal.from an interview · #48
A food-safety concern, illness, a pest sighting or an inspector at the door goes to Faisal immediately, and to Ammar if Faisal does not answer within 10 minutes.from an interview · #48
An injury or a fire goes to the shift lead on the floor, then 997 or 998, then Faisal.from an interview · #48
The standing rule is "if you are guessing, stop and ask". Nobody has ever been in trouble at Mokha Corner for asking.from an interview · #48
If a customer asks for a calorie number not shown on the board, ask the shift lead.from a document: menu.md
If something is running low, tell Faisal (Abu Rakan) or Ammar the same day, before it runs out.from a document: menu.md
Faisal (Abu Rakan) handles ordering and is usually in from 09:00 to 14:00.from a document: menu.md
If you have to guess about food safety, stop and ask.from a document: food-safety.md
If a temperature is out of range, tell the shift lead after moving the stock to the back fridge.from a document: food-safety.md
For allergy questions, call the shift lead if the allergen card does not answer them.from a document: food-safety.md
If you are ill with a listed symptom, call Ammar.from a document: food-safety.md
If an inspector arrives, be polite, do not argue and call Faisal immediately.from a document: food-safety.md
If Faisal does not answer within 10 minutes when an inspector arrives, call Ammar.from a document: food-safety.md
Report every pest sighting to Faisal the same day.from a document: food-safety.md
Ask Ammar about coffee and the machine.from a document: house-rules.md
Ask Noura or Faisal about anything involving money.from a document: house-rules.md
Tell Faisal immediately about anything involving food safety.from a document: house-rules.md
Ammar handles the second stage after one warning for phone use.from a document: house-rules.md
Ammar handles a conversation after an employee is late twice in one month.from a document: house-rules.md
Faisal handles lateness after an employee is late three times in one month.from a document: house-rules.md
A shift lead decides whether staff may make drinks for visiting friends.from a document: house-rules.md
Out-of-range fridge or freezer temperatures must go to the shift lead immediately.from a document: opening-closing.md
Stock shortages should go to Faisal before he leaves at 14:00 where possible.from a document: opening-closing.md
Till discrepancies must go to Noura in person.from a document: opening-closing.md

Onboarding todayHow a new hire is trained now, what happens on day one, what Rafiq should teach, what must be shown in person, who watches and who signs off.

16Covered

Today a new hire is trained by Ammar, the head barista, and it takes up most of his week.from an interview · #49
Day one starts with Faisal or Ammar walking the new person round the shop: the bar, the till, the back, the store room, the fridges, the bin area and the fire exits.from an interview · #49
On day one the new person is introduced to whoever is on shift that day.from an interview · #49
New people work their first two shifts as buddy shifts, paired with Ammar or a senior barista, and do not work the bar alone.from an interview · #49
Only the shift lead signs a new person off as ready to work alone, and until then somebody watches every drink they make.from an interview · #49
Faisal wants a new person useful in two or three days, not two weeks, and there is no training folder for them to read.from an interview · #49
Faisal wants Rafiq to cover the menu, hygiene and the greeting before the new person's first shift.from an interview · #51
Faisal also wants Rafiq to cover the basics of the till and the shape of the shift: opening time, handover, and who the shift lead is.from an interview · #51
The before-day-one part is done on the worker's own phone at home, in their own language, so day one is spent showing them the room.from an interview · #51
The espresso machine, the grinder and the oven are always shown in person at the station by Ammar, never learned from a screen.from an interview · #53
A screen cannot teach what a wrong grind sounds like or how the milk should sound, so those are shown by hand.from an interview · #53
Cleaning the group heads and learning where everything is kept are also shown in person.from an interview · #53
The signature drinks in detail, stock rotation, tips and benefits, complaints and remakes and the V60 can wait until after the first week, a bit each week.from an interview · #53
Faisal agreed to Rafiq's default pace: most of the training in the first two days on the phone, then two short lessons a week for four weeks.from an interview · #55
Two days is the number Faisal already works to; he says a new person is useful by their third shift.from an interview · #55
Two short lessons a week is chosen because nobody will do an hour of training after a closing shift, and after four weeks a new hire is treated as a full barista.from an interview · #55