Handbook

Mokha Corner standard operating procedures

These procedures are for all staff at Mokha Corner in Jeddah. Follow the steps in order, use your own 4-digit PIN, and ask the shift lead when you are unsure.

1. Opening checklist

1. Start the morning shift at 06:00.
2. Turn on the lights.
3. Set the AC to 21 °C.
4. Put the music on low.
5. Unlock the terrace.
6. Bring the La Marzocco Linea PB out of standby.
7. Check that the boiler is at 1.2-1.4 bar.
8. Turn on the grinders, including the EK43.
9. Set the pastry oven to 180 °C.
10. Check the ice machine.
11. Wash your hands at the dedicated blue-tap sink for 20 seconds with soap and warm water.
12. Dry your hands with paper.
13. Put on your clean uniform, brown apron and name badge.
14. Record all fridge temperatures on the sheet.
15. Move stock to the back fridge and tell the shift lead if any temperature is out of range.
16. Check milk stock and dates.
17. Discard milk past its day-dot.
18. Make the saffron milk base using the recipe in section 4.
19. Label the saffron base with the date it was made.
20. Put the croissants in the oven at 05:45.
21. Put the baked pastries in the display with tongs and labels.
22. Dial in espresso with at least three shots until 18 g gives 36-38 g out in 26-30 seconds.
23. Taste the espresso before service.
24. Brew the batch filter.
25. Make the qahwa thermos.
26. Fill the syrups.
27. Stock cups, lids, sleeves, straws, napkins and dates.
28. Put a 500 SAR float in the till.
29. Count the float.
30. Sign the opening sheet.
31. Wipe the bar with the green cloth.
32. Put the blue, green and red cloths in their fresh sanitiser buckets.
33. Leave the floor dry.
34. Unlock the front door at 06:30 exactly.

2. Customer order and payment flow

1. Make eye contact within 5 seconds of the customer reaching the till.
2. Greet the customer with "السلام عليكم، حياك الله".
3. Continue in the language the customer uses.
4. Ask for the order.
5. Ask "Double or single?" when the order allows it.
6. Ask "dates with the qahwa?" when the customer orders qahwa.
7. Ask about allergies when needed.
8. Read the allergen card in the black folder by the till if the customer asks about an allergy.
9. Call the shift lead if the allergen card does not answer the question.
10. Log in to Foodics with your own 4-digit PIN.
11. Enter the item in the order of size, then milk, then extras.
12. Add +3 SAR for an upgrade.
13. Add +3 SAR for oat milk.
14. Add +5 SAR for an extra shot.
15. Ask "here or takeaway".
16. Repeat the complete order before taking payment.
17. Tell the customer before payment if the wait will exceed 10 minutes.
18. Take payment by mada card, Apple Pay or cash.
19. Open the cash drawer only for a cash sale.
20. Count cash change back out loud.
21. Give the customer the receipt.
22. Call the ticket to the bar.
23. Say the drink name when serving it, for example, "Spanish latte for Sara".
24. Tell a V60 customer that it takes 4 minutes before starting the brew.
25. Say the V60 origin and read the note card when serving it.

3. Delivery orders and refunds

1. Watch the HungerStation and Jahez tablets.
2. Accept each delivery order within 2 minutes.
3. Print the order.
4. Prepare the items on the printed ticket.
5. Put hot items in one bag.
6. Put cold items in a separate bag.
7. Double-lid the cups.
8. Add a napkin.
9. Add a stirrer.
10. Put the sticker on the bag.
11. Check the order against the printed ticket.
12. Place the genuinely bagged order on the delivery shelf.
13. Mark the delivery order ready only after it is on the shelf.
14. Tell a rushing delivery driver, "تحت أمرك", and ask the driver to wait at the marked spot.
15. Serve the customer at the till before the delivery driver.
16. Void an order before payment when needed.
17. Ask the shift lead to process a refund after payment.
18. Check the original receipt before a refund.
19. Use the shift-lead PIN for the refund.
20. Escalate refunds over 30 SAR to Noura on evenings or to Faisal.

4. Spanish latte procedure

1. Use a 12 oz cup.
2. Put 30 ml of condensed milk in the cup first.
3. Measure the condensed milk as two pumps from the black pump.
4. Confirm that each pump is 15 ml.
5. Dose 18 g of coffee.
6. Pull a double shot.
7. Stop the shot at 36-38 g out.
8. Keep the shot time between 26-30 seconds.
9. Pull the shot directly onto the condensed milk.
10. Stir the shot and condensed milk three full turns with the long spoon.
11. Measure 180 ml of full-fat milk.
12. Steam the milk to 60-62 °C.
13. Make the milk glossy with no big bubbles.
14. Add a small dot of foam.
15. Do not add latte art for takeaway.
16. Serve the drink under 4 minutes at normal times.
17. Remake a Spanish latte that is too sweet with one pump less at no charge.

5. Iced Spanish latte and saffron latte procedures

1. For an iced Spanish latte, put the condensed milk in the cup.
2. Pull the shot into the cup.
3. Stir the condensed milk and shot together.
4. Fill the cup with ice to the top.
5. Pour 150 ml of cold milk over the ice.
6. Do not stir after adding the milk.
7. For the saffron base, measure 1 L of full-fat milk.
8. Add 0.3 g of saffron threads.
9. Measure the saffron as one small pinch with the little spoon in the saffron tin.
10. Add 15 g of sugar.
11. Warm the base to 65 °C.
12. Steep the base for 20 minutes.
13. Strain the base.
14. Write the date it was made on the label.
15. Keep the base in the small fridge.
16. Discard the base after 24 hours.
17. For a saffron latte, pull a double shot.
18. Measure 200 ml of saffron base.
19. Steam the saffron base to 60-62 °C.
20. Pour the base over the shot.
21. Finish the drink with exactly three saffron threads.
22. Tell the customer it is finished for today if the saffron base has run out.
23. Never substitute turmeric or saffron syrup.

6. V60 procedure

1. Tell the customer the V60 takes 4 minutes.
2. Check the current single origin and note card before brewing.
3. Set the EK43 to 6.5.
4. Dose 15 g of coffee.
5. Check that the grind looks like table salt.
6. Heat 250 g of water to 92-94 °C.
7. Place the paper filter in the V60.
8. Rinse the filter with hot water.
9. Discard the rinse water.
10. Use the rinse water to warm the server.
11. Add the coffee.
12. Pour 45 g of water for the bloom.
13. Start the timer.
14. Swirl gently.
15. Wait 40 seconds.
16. Pour slowly in circles to 150 g.
17. Keep the pour away from the paper.
18. Make the third pour to 250 g at 1:15.
19. Check that drawdown finishes between 2:45 and 3:15.
20. Grind finer if the brew is faster than 2:30.
21. Grind coarser if the brew is slower than 3:30.
22. Serve the V60 in the glass carafe.
23. Add a small tasting cup.
24. Say the coffee origin.
25. Read the note card.

7. Qahwa and pastry procedure

1. Use the 3 L thermos for qahwa.
2. Add light-roast qahwa powder.
3. Add cardamom.
4. Add a few saffron threads.
5. Add no sugar.
6. Make qahwa twice a day.
7. Date-label the thermos.
8. Discard the qahwa after 6 hours.
9. Serve it hot from the dallah.
10. Serve finjan cups with dates.
11. Pour with the right hand.
12. Fill each finjan one-third full.
13. Keep refilling while the guest holds out the cup.
14. Take the cup when the guest shakes it side to side.
15. Do not ask again after the guest shakes the cup.
16. Preheat the pastry oven to 180 °C.
17. Bake croissants for 14 minutes.
18. Bake za'atar croissants for 12 minutes.
19. Bake pastries at 05:45 and again at 15:00.
20. Use the marked nut board for anything containing pistachio or almond.
21. Do not use the sandwich board or bar for nut items.

8. Espresso, equipment and cleaning

1. Keep the La Marzocco Linea PB at 1.2-1.4 bar boiler pressure.
2. Keep the brew temperature at 93 °C.
3. Use the Mahlkönig E65S for espresso.
4. Use the Mazzer for decaf.
5. Use the EK43 for filter.
6. Use the espresso recipe of 18 g in, 36-38 g out, in 26-30 seconds.
7. Dial in espresso at open with at least three shots.
8. Re-dial after the 15:00 bean change.
9. Re-dial when weather or humidity changes.
10. Re-dial on the new bag from Nawa Roasters on Tuesday.
11. Grind finer one notch at a time if a shot runs under 26 seconds.
12. Grind coarser one notch at a time if a shot runs over 30 seconds.
13. Re-pull a shot before deciding on the setting.
14. Brush the left group head when you start the shift.
15. Brush the left group head again after the 15:00 bean change.
16. Brush up into the shower screen.
17. Flush the group head.
18. Wipe the gasket.
19. Tamp dead level.
20. Stop using the left group and tell Ammar if it still drips after brushing and tamping.
21. Purge the steam wand before every drink.
22. Purge the steam wand after every drink.
23. Wipe the steam wand with the blue cloth.
24. Backflush both groups with Cafiza for 5 cycles of 10 seconds per group at close.
25. Run 3 rinse cycles.
26. Take apart the portafilters and baskets.
27. Clean the portafilters and baskets in Cafiza solution.
28. Rinse them well.
29. Soak and wipe the steam wands at close.
30. Empty and brush the grinder hoppers at close.
31. Keep water away from the burrs.
32. Use the blue cloth for milk and the steam wand.
33. Use the green cloth for surfaces.
34. Use the red cloth for toilets and bins.
35. Keep each cloth in its own sanitiser bucket.
36. Clean the ice machine every Sunday.
37. Change the BWT water filter cartridge every 6 months.
38. Write the filter change date on the sticker on its side.

9. Food safety and stock control

1. Keep fridges at 0-4 °C.
2. Keep the freezer at −18 °C or below.
3. Keep hot-held food above 63 °C.
4. Record actual temperatures at 07:00, 14:00 and 21:00.
5. Write the readings on the sheet by the fridge.
6. Move stock to the back fridge when a temperature is out of range.
7. Tell the shift lead about the out-of-range temperature.
8. Write the problem on the sheet.
9. Put a day-dot with the date and time on every opened milk carton.
10. Use opened milk within 24 hours.
11. Discard milk left out of the fridge for more than 30 minutes.
12. Never re-steam steamed milk.
13. Never pour steamed milk back into the carton.
14. Brew cold brew for 18 hours.
15. Keep cold brew in the fridge for 5 days with the brew date on the label.
16. Discard batch brew after 1 hour.
17. Label decanted syrups for 30 days.
18. Label cut fruit for 24 hours.
19. Label sandwich fillings for 48 hours.
20. Rotate stock using FIFO, with the oldest stock at the front.
21. Store chemicals below and away from food.
22. Keep chemicals in the marked cupboard.
23. Never put chemicals in an unlabelled bottle, cup or water bottle.
24. Wash your hands before putting on gloves.
25. Use gloves only for ready-to-eat food.
26. Change gloves between tasks.
27. Do not wear gloves on the coffee bar.
28. Prepare nut items only on the marked nut board.
29. Tell the shift lead immediately about a food-safety concern, illness, pest sighting or inspector.

10. Handover checklist

1. Keep both shifts on the floor during the overlap from 14:45 to 15:15.
2. Complete the handover together at the bar.
3. Run the X-report from the till first.
4. Count the cash with the outgoing lead present.
5. Confirm the 500 SAR float remains in the drawer.
6. Put anything above the 500 SAR float in the safe with a drop slip.
7. Report any till discrepancy to Noura in person immediately.
8. Walk the bar with the incoming shift lead.
9. Check the milk levels.
10. Check how much saffron base remains.
11. State when the saffron base was made.
12. Check cups and lids.
13. Check what is low.
14. Check what is broken.
15. Re-dial the grinder for the rested beans.
16. Report the grinder setting.
17. Report the bean rest change.
18. Report weather or humidity changes.
19. Report machine faults, printer problems, slow steam wand tips and ice machine problems.
20. Confirm the fridge records, including the 07:00 and 14:00 rows.
21. Confirm the evening shift will take the 21:00 fridge reading.
22. Identify who is responsible for the 15:00 pastry bake.
23. Report stock shortages to Faisal before 14:00 where possible.
24. Report open tickets.
25. Report waiting customers.
26. Report promised remakes.
27. Report anything customers were told would be ready.
28. Tell the incoming lead every problem face to face.
29. Do not leave a customer promise or problem on a note.

11. Closing checklist and common faults

1. Start closing at 23:30.
2. Stop the delivery tablets at 23:40.
3. Call last orders at 23:45.
4. Wrap, label and date all food.
5. Discard all pastries because day-old pastries are never sold.
6. Discard milk past its day-dot.
7. Record the fridge temperature.
8. Empty and wash the batch brew equipment.
9. Empty and wash the qahwa thermos.
10. Drain the ice bin on Sundays.
11. Top up and lid the ice bin on other nights.
12. Wipe the bar top, tables, chairs, high chairs and menu board.
13. Sweep and mop the floor.
14. Put out the yellow wet-floor sign until the floor is dry.
15. Take the bins out.
16. Tie the bin bags.
17. Hose the bin area.
18. Lock the back door immediately afterwards.
19. Run the Z-report.
20. Count the cash twice.
21. Write the drop slip.
22. Put the money in the safe.
23. Leave the 500 SAR float in the till.
24. Stack and chain the terrace furniture.
25. Set the AC to 26 °C.
26. Turn the music off.
27. Turn off the lights except the security light.
28. Put the espresso machine on standby.
29. Set the alarm.
30. Lock the front door.
31. Message the shift group that you are out.
32. Clear the chute and check the basket if a shot is weak, watery and has no pressure.
33. Tell Ammar if the left group still drips after brushing and level tamping.
34. Take off the steam wand tip and soak it in Cafiza if the wand has no power.
35. Poke the tip holes clear.
36. Hold the printer power button for 5 seconds if the POS iPad will not print.
37. Reconnect the printer after it comes back online.
38. Tell the shift lead about any fault that remains.