16.8.2 Job Description: Store Manager Version: V2 Last Updated: October 2025 Review Date: April 2026 Owner: Operations Manager 1. Job Summary Job Title: Store Manager Reports To: Operations Manager / Area Manager Location: [Site-specific] Employment Type: Full-time Salary: [As per contract] The Store Manager is responsible for the overall operation, profitability, and performance of their assigned location. This includes managing staff, ensuring compliance with food safety and company standards, delivering exceptional customer service, and achieving sales and profit targets. 2. Key Responsibilities 2.1 Operational Management Oversee day-to-day operations of the store/mobile unit Ensure compliance with all SOPs, food safety, and health & safety regulations Maintain high standards of cleanliness, product quality, and customer service Open and close the site securely; manage keys and access Monitor and maintain equipment; arrange repairs and servicing as needed Implement and enforce company policies and procedures 2.2 Team Leadership & Staff Management Recruit, train, and onboard new team members Create staff rotas and manage shift schedules Conduct performance reviews, competency checks, and disciplinary procedures Motivate and develop team members; provide coaching and feedback Manage staff holidays, sickness, and absence in line with company policy Ensure all staff complete mandatory training (food safety, allergen awareness, etc.) 2.3 Financial Management Achieve sales, profit, and cost control targets Manage cash handling, banking, and end-of-day reconciliation Monitor and control stock levels; minimize waste and shrinkage Prepare and submit weekly/monthly financial reports Manage supplier relationships and negotiate pricing where appropriate Control labor costs and optimize staffing levels 2.4 Customer Service Ensure all customers receive excellent service Handle customer complaints and resolve issues professionally Monitor customer feedback and implement improvements Promote the loyalty programme and drive customer engagement 2.5 Stock & Inventory Management Order stock using Odoo system; ensure adequate inventory levels Conduct regular stock takes and reconcile discrepancies Rotate stock using FIFO principles; monitor expiry dates Manage supplier deliveries and quality checks 2.6 Compliance & Reporting Ensure compliance with FSA food safety regulations and allergen law Complete and maintain all required logs, checklists, and documentation Report incidents, accidents, and near-misses immediately Conduct internal audits and prepare for external inspections Ensure all staff are trained and competent in their roles 2.7 Marketing & Sales Implement local marketing initiatives and promotions Drive sales through upselling, product recommendations, and customer engagement Monitor competitor activity and market trends Collaborate with head office on seasonal campaigns and new product launches 3. Person Specification 3.1 Essential Proven experience in a supervisory or management role (hospitality/retail preferred) Strong leadership and people management skills Excellent communication and interpersonal skills Financial acumen and experience managing budgets Ability to work under pressure and solve problems quickly Knowledge of food safety regulations and compliance Proficiency with POS systems (Odoo experience desirable) Flexible and able to work weekends, evenings, and public holidays 3.2 Desirable Level 3 Food Safety & Hygiene certification Previous experience in coffee shop or cafe management Knowledge of HR procedures (recruitment, performance management, disciplinary) Experience with stock management and inventory systems First aid certification 4. Training & Development Induction: Management induction programme covering operations, compliance, and systems Food Safety: Level 3 Food Safety & Hygiene certification (initial and refresher) HR & People Management: Training on recruitment, performance management, and employment law Financial Management: Training on budgets, cost control, and reporting Ongoing Development: Regular performance reviews, area manager support, and access to leadership development programmes 5. Working Conditions Hours: Full-time (typically 40–45 hours per week); flexible shifts including weekends and public holidays Environment: Fast-paced cafe/mobile unit; standing for long periods; exposure to heat, steam, and noise Uniform: Company uniform provided; must be worn clean and presentable Travel: May be required to travel to other locations for training or support 6. Performance Standards Achieve or exceed sales and profit targets Maintain high customer satisfaction scores and positive feedback Ensure full compliance with food safety, health & safety, and employment law Develop and retain a high-performing team Complete all reports and administrative tasks on time Maintain excellent site standards (cleanliness, presentation, equipment) 7. Key Performance Indicators (KPIs) Sales vs. target (weekly/monthly) Profit margin and cost control Customer satisfaction scores (mystery shopper, reviews, feedback) Staff turnover and retention rates Compliance audit scores (food safety, health & safety) Stock accuracy and waste levels 8. Related Documents Staff Handbook Operations Manual Food Safety SOPs (Section 1) Cash Handling SOPs (13.1–13.7) Staff Management SOPs (Section 16) Health & Safety Procedures Allergen Management SOP Note: This job description is not exhaustive and may be updated to reflect the changing needs of the business. Employees will be consulted on any significant changes.
16.8.1 Job Description: Barista / Cafe Assistant
16.8.1 Job Description: Barista / Cafe Assistant Version: V2 Last Updated: October 2025 Review Date: April 2026 Owner: Operations Manager 1. Job Summary Job Title: Barista / Cafe Assistant Reports To: Store Manager / Shift Lead Location: [Site-specific] Employment Type: Part-time / Full-time / Zero-hours (as applicable) Salary/Hourly Rate: [As per contract] The Barista / Cafe Assistant is responsible for preparing high-quality coffee and food products, delivering exceptional customer service, and maintaining cleanliness and food safety standards at all times. 2. Key Responsibilities 2.1 Customer Service Greet customers warmly and take orders accurately Provide product recommendations and answer customer queries Handle customer complaints professionally and escalate when necessary Process payments via Odoo POS system (cash and card) Maintain a friendly, welcoming atmosphere 2.2 Beverage & Food Preparation Prepare coffee drinks, teas, hot chocolate, milkshakes, and specialty drinks to SOP standards Operate coffee machines, grinders, and other equipment safely Follow recipes and portion control guidelines Ensure all products meet quality and presentation standards Handle food safely in accordance with FSA guidelines and allergen procedures 2.3 Cleanliness & Hygiene Maintain personal hygiene standards (uniform, handwashing, etc.) Clean and sanitize work surfaces, equipment, and customer areas Follow daily, weekly, and monthly cleaning schedules Dispose of waste correctly and maintain recycling practices Report maintenance or equipment issues immediately 2.4 Stock & Inventory Monitor stock levels and inform manager of low inventory Rotate stock using FIFO (First In, First Out) principles Receive and store deliveries correctly Minimize waste and report discrepancies 2.5 Cash Handling & Administration Operate the till accurately and complete end-of-shift cashing up Follow cash handling procedures (SOP 13.1–13.7) Complete shift logs and incident reports as required 2.6 Health & Safety Follow all health and safety procedures Report hazards, accidents, or near-misses immediately Participate in fire drills and emergency procedures Complete mandatory training (food safety, allergen awareness, etc.) 3. Person Specification 3.1 Essential Friendly, positive attitude with excellent customer service skills Ability to work in a fast-paced environment Good communication and teamwork skills Willingness to learn and follow procedures Reliable and punctual Able to stand for extended periods and lift up to 10kg 3.2 Desirable Previous barista or hospitality experience Knowledge of coffee preparation and latte art Food safety certification (Level 2) Cash handling experience 4. Training & Development Induction: Staff Induction SOP (16.1) Barista Training: In-house training programme with competency checks Food Safety: Level 2 Food Safety & Hygiene certification (initial and annual refresher) Allergen Awareness: Mandatory training on allergen management Ongoing Development: Monthly competency checks, six-monthly reviews, mystery shopper feedback 5. Working Conditions Hours: Variable shifts including weekends, evenings, and public holidays Environment: Fast-paced cafe/mobile unit; standing for long periods; exposure to heat, steam, and noise Uniform: Company uniform provided; must be worn clean and presentable Breaks: As per UK Working Time Regulations and employment contract 6. Performance Standards Consistently meet quality and service standards Achieve positive customer feedback and mystery shopper scores Complete all mandatory training on time Maintain punctuality and attendance standards Follow all SOPs and company policies 7. Related Documents Staff Handbook Staff Induction SOP (16.1) Barista Training Programme (16.2) Cash Handling SOPs (13.1–13.7) Food Safety SOPs (Section 1) Allergen Management SOP Note: This job description is not exhaustive and may be updated to reflect the changing needs of the business. Employees will be consulted on any significant changes.
16.1 Staff Induction – V2
16.1 Staff Induction Version: V2 Last Updated: October 2025 Review Date: October 2026 Applies to: All Little Coffee Bean Co locations (mobile and fixed) Purpose This SOP establishes a comprehensive induction process for all new staff members at Little Coffee Bean Co, ensuring they receive proper training, understand company policies, and are equipped to deliver excellent service from day one. Scope This procedure applies to all new employees including baristas, cafe assistants, store managers, and franchise staff at Little Coffee Bean Co mobile units and fixed shop locations. Legal Framework Employment Rights Act 1996 – Requires employers to provide written particulars of employment Health and Safety at Work etc. Act 1974 – Mandates adequate training and supervision Equality Act 2010 – Ensures fair treatment during recruitment and onboarding Working Time Regulations 1998 – Covers working hours, breaks, and rest periods Data Protection Act 2018 / UK GDPR – Governs handling of employee personal data Food Safety Act 1990 & Food Hygiene Regulations 2013 – Requires food safety training Pre-Induction Requirements Before First Day Store Manager or franchise owner must complete: Right to Work check (original documents verified and copied) DBS check if working with vulnerable groups (railway stations, etc.) Employment contract signed and returned Staff Handbook provided and acknowledgment signed Emergency contact details collected Bank details for payroll (BACS payment) Uniform ordered or provided (Little Coffee Bean Co branded) Staff ID created in ODOO till system Food Hygiene Level 2 certificate verified (or training scheduled within first 2 weeks) Day One: Induction Checklist 1. Welcome and Introduction (30 minutes) Welcome to Little Coffee Bean Co Tour of the facility (mobile unit or fixed shop) Introduction to team members and managers Overview of company history, values, and vision Explanation of probationary period (typically 3 months) Review of working hours, break entitlements, and shift patterns 2. Health and Safety (45 minutes) Fire safety procedures and evacuation routes Location of fire extinguishers and first aid kit Emergency contact numbers and procedures Accident reporting procedures (accident book location) Manual handling guidance (lifting coffee bags, stock, etc.) Personal protective equipment (if applicable) Hazard identification and reporting Gas safety procedures (mobile units only) Electrical safety awareness Slips, trips, and falls prevention Working with hot equipment and liquids Lone working procedures (if applicable) New employee must sign Health and Safety Induction Acknowledgment Form. 3. Food Safety and Hygiene (30 minutes) Personal hygiene standards and handwashing procedures Food safety principles (temperature control, cross-contamination) Allergen awareness and Natasha’s Law compliance Cleaning schedules and procedures Food storage and labeling (date dots, HASSIP) Safer Food Better Business (SFBB) pack overview Reporting illness and fitness to work Food Hygiene Level 2 training must be completed within 2 weeks if not already certified. 4. Company Policies and Procedures (30 minutes) Review key policies from Staff Handbook: Equal Opportunities Policy Bullying and Harassment Policy Dress Code Policy (uniform standards, personal appearance) Timekeeping Policy (clocking in/out, lateness procedures) Mobile Phone Policy (personal phone use during shifts) Social Media Policy (representing the company online) Smoking/Vaping Policy (designated areas and break times) Alcohol and Drugs Policy Holiday Policy (booking process, entitlement) Sickness Absence Policy (notification procedures) Disciplinary and Grievance Procedures Data Protection and Confidentiality New employee must sign policy acknowledgment confirming they have read and understood all policies. 5. Till System and Cash Handling (1 hour) ODOO till system login and personal staff ID Processing transactions (cash, card, contactless) Refunds and returns procedures Shift cashing up procedures Safe access and cash handling (if authorized) Error reporting procedures Customer receipts and transaction records See SOP 13.1 Till System for detailed procedures. 6. Customer Service Standards (30 minutes) Little Coffee Bean Co customer service philosophy Greeting customers and taking orders Handling customer complaints and difficult situations Product knowledge (menu items, ingredients, allergens) Upselling and suggestive selling techniques Loyalty program explanation Maintaining a clean and welcoming environment Week One: Practical Training Barista Skills Training (Shadowing and Practice) New baristas must receive hands-on training in: Coffee machine operation and espresso preparation (SOP 5.1) Milk steaming and texturing techniques Preparing core drinks: Latte (5.2), Cappuccino (5.3), Flat White (5.4), Americano Hot chocolate and tea preparation (5.7, 5.8) Cold drinks: Iced drinks (6.1, 6.2), Milkshakes (6.3) Specialty drinks: Sea Salt Iced Matcha, Golden Tuk Tuk Latte Food preparation (if applicable): Breakfast (7.1), Sandwiches (7.2), Soup (7.3), Pizza (7.4) Cleaning procedures: Coffee machine (8.2), equipment cleaning (8.3-8.6) Stock rotation and inventory management Opening and closing procedures Training Schedule Days 1-2: Shadow experienced barista, observe all procedures Days 3-4: Assisted practice with supervision Day 5: Independent practice with spot checks Week 2: Competency assessment and feedback First Month: Ongoing Development Competency Checks Manager conducts formal competency assessments at: Week 2: Basic drink preparation and customer service Week 4: Full menu competency and independent working Month 3: End of probation review Additional Training Schedule within first month: Food Allergen Training (SOP 16.5) Customer Service Level 2 (SOP 16.6) – optional but recommended Equipment-specific training (slush machine, pizza oven, etc.) Mystery shopper criteria and quality standards Induction Documentation Required Forms and Records Store Manager must complete and file: Staff Induction Checklist (signed by employee and manager) Health and Safety Induction Acknowledgment Policy Acknowledgment Form Training Record Log (ongoing document) Competency Assessment Forms (Week 2, Week 4, Month 3) Right to Work documentation (copies retained) Food Hygiene Level 2 certificate (copy on file) Emergency contact details Bank details and payroll information Retention: All induction records must be retained for the duration of employment plus 6 years (UK employment law requirement). Probationary Period Standard Probation: 3 Months Regular feedback and one-to-one meetings (weekly for first month, then fortnightly) Formal probation review meetings at Week 4, Week 8, and Week 12 Clear performance expectations and targets Support and additional training if needed Extension of probation if performance concerns (up to additional 3 months) Successful completion confirmed in writing Support and Mentoring Buddy System Assign an experienced team member as a buddy/mentor Buddy provides day-to-day support and answers questions Regular check-ins to ensure new employee is settling in Buddy reports
14.2 Risk Assessment
# 14.2 Risk Assessment **Version:** V2 **Last Updated:** October 2025 **Category:** Health and Safety — ## Purpose To establish a systematic approach for identifying, assessing, and controlling workplace hazards at Little Coffee Bean Co locations, ensuring the health and safety of all staff, customers, and visitors. — ## Scope This procedure applies to all Little Coffee Bean Co locations, including fixed shops and mobile Tuk Tuk units, and covers all work activities, equipment, and premises. — ## Legal Requirements This SOP complies with: – Health and Safety at Work Act 1974 – Management of Health and Safety at Work Regulations 1999 – Regulatory Reform (Fire Safety) Order 2005 — ## Risk Assessment Process ### 1. Identify Hazards Systematically identify all potential hazards in the workplace: **Common Hazards in Coffee Shop Operations:** – Hot liquids and steam from coffee machines – Hot surfaces (panini grills, pizza ovens, coffee machine) – Slips, trips, and falls (wet floors, cables, stock) – Manual handling (lifting stock, moving equipment) – Electrical equipment – Sharp objects (knives, can openers) – Burns from hot equipment – Repetitive strain injuries – Working alone (mobile units) – Customer aggression or violence – Fire risks – Gas equipment (mobile units only) ### 2. Identify Who Might Be Harmed Consider all persons who may be affected: – Staff members (baristas, managers) – Customers – Delivery drivers – Contractors and maintenance personnel – Members of the public – Vulnerable groups (young workers, pregnant staff, disabled persons) ### 3. Evaluate the Risks For each identified hazard, assess: **Likelihood:** – Rare (1) – Unlikely to occur – Unlikely (2) – Could occur occasionally – Possible (3) – Might occur sometimes – Likely (4) – Will probably occur – Almost Certain (5) – Expected to occur frequently **Severity:** – Negligible (1) – Minor injury, no time off – Minor (2) – First aid treatment, up to 3 days off – Moderate (3) – Medical treatment, 3-7 days off – Major (4) – Serious injury, over 7 days off, reportable – Catastrophic (5) – Fatality or permanent disability **Risk Rating = Likelihood × Severity** **Risk Matrix:** – 1-4: Low Risk (Green) – Acceptable with existing controls – 5-9: Medium Risk (Yellow) – Additional controls recommended – 10-15: High Risk (Orange) – Additional controls required – 16-25: Very High Risk (Red) – Immediate action required ### 4. Record Control Measures For each identified risk, document: **Existing Controls:** – What measures are already in place? – Are they adequate and effective? – Are they being properly implemented? **Additional Controls Required:** Apply the hierarchy of control: 1. **Elimination** – Remove the hazard completely 2. **Substitution** – Replace with something safer 3. **Engineering Controls** – Isolate people from the hazard 4. **Administrative Controls** – Change the way people work 5. **PPE** – Personal protective equipment (last resort) ### 5. Implement Control Measures – Assign responsibility for implementing each control measure – Set realistic deadlines for completion – Allocate necessary resources – Communicate changes to all affected staff – Provide training where required ### 6. Review and Monitor – Review risk assessments annually as a minimum – Review immediately after any incident or near miss – Review when work activities change – Review when new equipment or processes are introduced – Review when new staff join or roles change — ## Risk Assessment Documentation ### Required Information Each risk assessment must include: – Location/site name – Date of assessment – Assessor name and signature – Activity or area being assessed – Identified hazards – Persons at risk – Existing control measures – Risk rating (before and after controls) – Additional controls required – Action plan with responsibilities and deadlines – Review date – Manager approval and signature ### Storage and Access – Risk assessments must be stored in the site SOP folder – Digital copies uploaded to Connect app – Accessible to all staff members – Displayed in staff areas where relevant – Provided during staff induction — ## Specific Risk Assessments Required All Little Coffee Bean Co locations must have risk assessments for: 1. **General Workplace Risk Assessment** 2. **Fire Risk Assessment** (Section 14.3) 3. **COVID-19 Risk Assessment** (Section 14.4) 4. **Manual Handling Risk Assessment** 5. **Display Screen Equipment (DSE) Assessment** 6. **Working Alone Risk Assessment** (mobile units) 7. **COSHH Assessment** (cleaning chemicals) 8. **New and Expectant Mothers Risk Assessment** (when applicable) 9. **Young Workers Risk Assessment** (under 18s) 10. **Violence and Aggression Risk Assessment** — ## Staff Responsibilities ### All Staff Must: – Follow all risk assessment control measures – Report any new hazards immediately – Report any incidents, accidents, or near misses – Participate in risk assessment reviews – Complete required training – Use provided safety equipment correctly ### Managers Must: – Conduct risk assessments for their location – Ensure control measures are implemented – Monitor effectiveness of controls – Review assessments regularly – Investigate incidents and update assessments – Ensure staff are trained and competent – Maintain risk assessment records ### Company Director Must: – Ensure risk assessment policy is implemented – Allocate resources for risk control measures – Review serious risks and incidents – Ensure legal compliance – Approve significant changes to risk assessments — ## Incident Reporting All incidents, accidents, and near misses must be: – Reported immediately to the duty manager – Documented on the Incident Report Form (Connect app) – Investigated to identify root causes – Used to review and update risk assessments – Reported to HSE if RIDDOR criteria met (Section 14.8) — ## Training Requirements All staff must receive training on: – Risk assessment principles – Hazard identification – Control measures for their role – Incident reporting procedures – Emergency procedures Training must be: – Provided during induction – Refreshed annually – Documented with signatures – Updated when risks change — ## Quality Checks – Risk assessments are completed for all activities – Control measures are implemented and effective – Staff are aware of risks and controls – Documentation is complete and accessible – Reviews are conducted on schedule –
14.1 Health and Safety Introduction
# 14.1 Health and Safety Introduction **Version:** V2 **Effective Date:** October 2025 **Review Date:** October 2026 **Document Owner:** Operations Manager **Approved By:** Company Director — ## Purpose To provide an overview of Little Coffee Bean Co’s commitment to health and safety, outlining our responsibilities and the framework for maintaining a safe working environment for all staff, franchisees, contractors, and customers. — ## Scope This SOP applies to: – All Little Coffee Bean Co employees – Franchise owners and their staff – Contractors and visitors – All fixed shop locations and mobile Tuk Tuk units — ## Company Health and Safety Policy Statement Little Coffee Bean Co is committed to ensuring the health, safety, and welfare of all employees, franchisees, contractors, visitors, and customers. We recognise that effective health and safety management is essential to our business operations and reputation. ### Our Commitments **1. Legal Compliance** – Comply with all relevant UK health and safety legislation, including the Health and Safety at Work etc. Act 1974 – Meet or exceed standards set by the Health and Safety Executive (HSE) – Maintain all required certifications, licenses, and permits **2. Risk Management** – Conduct regular risk assessments for all sites and activities – Implement control measures to eliminate or reduce identified risks – Review and update risk assessments annually or when circumstances change **3. Safe Working Environment** – Provide and maintain safe equipment, premises, and systems of work – Ensure adequate welfare facilities at all locations – Maintain cleanliness and hygiene standards across all sites **4. Training and Competence** – Provide comprehensive health and safety training to all staff – Ensure all employees are competent to perform their duties safely – Maintain training records and conduct regular refresher sessions **5. Information and Communication** – Communicate health and safety information clearly to all staff – Display required health and safety notices and documentation – Encourage reporting of hazards, incidents, and near-misses **6. Consultation and Participation** – Consult with employees on health and safety matters – Encourage active participation in maintaining safe working practices – Consider employee feedback in risk assessments and policy reviews — ## Responsibilities ### Company Director – Overall responsibility for health and safety policy and implementation – Ensure adequate resources are allocated to health and safety management – Review health and safety performance regularly – Lead by example in promoting a positive safety culture ### Operations Manager – Implement and maintain health and safety management systems – Coordinate risk assessments and safety audits – Ensure compliance with all health and safety legislation – Investigate serious incidents and implement corrective actions – Monitor health and safety performance across all sites ### Area Managers – Ensure health and safety policies are implemented at site level – Conduct regular site safety inspections – Support Store Managers in maintaining safe working environments – Report health and safety concerns to Operations Manager – Coordinate incident investigations within their area ### Store Managers – Day-to-day responsibility for health and safety at their location – Conduct site-specific risk assessments – Ensure all staff receive appropriate health and safety training – Maintain health and safety records and documentation – Report incidents, accidents, and near-misses promptly – Conduct regular workplace inspections – Ensure all equipment is properly maintained ### All Employees – Take reasonable care of their own health and safety – Take reasonable care of others who may be affected by their actions – Cooperate with management on health and safety matters – Follow all health and safety procedures and instructions – Use equipment and PPE correctly – Report hazards, incidents, and near-misses immediately – Not interfere with or misuse anything provided for health and safety — ## Health and Safety Management Framework ### 1. Risk Assessment All sites must maintain current risk assessments covering: – General workplace hazards – Fire safety – Manual handling – Slips, trips, and falls – Equipment use – Lone working (mobile units) – Work-related violence (railway stations) – COVID-19 and infectious diseases **Reference:** Section 14.2 Risk Assessment SOP ### 2. Fire Safety – Fire risk assessments conducted for all premises – Fire evacuation procedures displayed and practiced – Fire-fighting equipment maintained and tested – Staff trained in fire safety procedures **Reference:** Section 14.3 Fire Risk Assessment SOP ### 3. Equipment Safety – All electrical equipment tested in accordance with PAT testing schedules – Coffee machines pressure tested as per manufacturer requirements – Gas safety checks for mobile units using LPG – Regular maintenance schedules maintained **References:** – Section 14.5 PAT Testing SOP – Section 14.6 Coffee Machine Pressure Testing SOP – Section 14.8 Gas Safety SOP ### 4. Incident Reporting – All accidents, incidents, and near-misses must be reported immediately – RIDDOR-reportable incidents notified to HSE within required timeframes – Incident investigations conducted to identify root causes – Corrective actions implemented to prevent recurrence **Reference:** Section 14.9 RIDDOR Guide / Incident Flow Chart SOP ### 5. Occupational Health – Legionnaires’ disease risk assessments for water systems – First aid provisions at all sites – Occupational health support available to all staff – Mental health and wellbeing support **Reference:** Section 14.10 Legionnaires’ Disease Factsheet SOP — ## Health and Safety Documentation All sites must maintain the following documentation: – Current risk assessments – Fire evacuation plans – Accident and incident records – Equipment maintenance and testing records – Staff training records – Health and safety inspection reports – COSHH assessments (if applicable) — ## Monitoring and Review ### Site Inspections – Store Managers conduct weekly workplace inspections – Area Managers conduct monthly site visits – Operations Manager conducts quarterly safety audits ### Performance Monitoring – Accident and incident rates tracked monthly – Near-miss reports reviewed for trends – Training compliance monitored – Equipment maintenance schedules tracked ### Annual Review – Health and safety policy reviewed annually – Risk assessments reviewed and updated – Training needs assessed – Performance targets set for the coming year — ## Escalation Protocol All health and safety concerns must be escalated following the company’s Troubleshooting Escalation Protocol: **Immediate
13.7 Errors
13.7 Errors Version: V2 Last Updated: October 2025 Category: Cash Handling / Till Systems Purpose To establish a clear procedure for identifying, documenting, and resolving cash handling errors, ensuring financial accuracy and preventing loss or discrepancies. Scope This procedure applies to all staff members and managers who identify or are responsible for investigating cash handling errors at Little Coffee Bean Co locations. Equipment Required Error Documentation Form Till system access Safe Log Form (Section 13.5) Calculator Pen (for paper forms) Procedure 1. Types of Cash Handling Errors Common cash handling errors include: Till discrepancies: Counted amount does not match system amount Incorrect transactions: Wrong amount entered into till Missing transactions: Sale not recorded in till system Duplicate transactions: Same transaction entered twice Incorrect refunds: Refund amount does not match original transaction Cash In/Out errors: Incorrect amount recorded in safe movements Pricing errors: Item charged at wrong price Change errors: Incorrect change given to customer Documentation errors: Missing or incomplete paperwork 2. Identifying an Error When you discover or suspect an error: Stop the transaction immediately Do not attempt to correct it yourself without authorization Inform the duty manager or store manager Document what you observed Note the time and date of discovery Preserve any evidence (receipts, documentation) 3. Immediate Actions For Till Discrepancies: Do not force the till to close Inform the duty manager immediately Provide the manager with details of the discrepancy Do not attempt to manually override the till Wait for manager guidance For Transaction Errors: Locate the transaction in the till system Note the transaction details (time, amount, item) Inform the duty manager Do not delete or modify the transaction Wait for manager authorization to correct For Cash In/Out Errors: Stop the transaction Inform the duty manager Verify the amount before proceeding Do not complete the transaction until verified Document the error 4. Documenting the Error Complete an Error Documentation Form with: Error Details: Date and time of error discovery Type of error (till discrepancy, transaction, refund, etc.) Description of the error Amount involved Staff member who discovered the error Staff member responsible for the error (if known) Impact Assessment: How the error affects the till balance Whether customer was affected Whether the error was caught before completion Estimated financial impact Evidence: Receipt or transaction number Till system screenshot (if applicable) Safe Log entry reference Customer details (if applicable) Resolution: Action taken to correct the error Manager authorization for correction Corrected amount or transaction Date and time of correction 5. Manager Investigation When a manager investigates an error: Review the Error Documentation Form Access the till system transaction log Check the Safe Log for related transactions Interview the staff member involved Review any customer receipts Determine the cause of the error Assess the impact on financial records Decide on corrective action 6. Correcting Till Discrepancies If discrepancy is under £10: Document the discrepancy on the Cashing Up Form Report to the duty manager via Connect app Complete an incident report form Close the till as normal Monitor for patterns If discrepancy is £10 or more: Do not close the till Notify the store manager immediately Investigate the cause Review all transactions for the shift Check the Safe Log for missing entries Recount the cash Document findings Escalate if necessary 7. Correcting Transaction Errors For incorrect amount entered: Locate the original transaction Verify the correct amount Obtain manager authorization Process a correction transaction Document the correction Inform the customer if applicable For missing transactions: Verify the sale occurred Check for receipt or proof of purchase Obtain manager authorization Enter the transaction with a note explaining the delay Document the reason for the missing transaction For duplicate transactions: Identify the duplicate entry Verify which transaction is correct Obtain manager authorization Void the duplicate transaction Document the correction Refund the customer if applicable 8. Correcting Refund Errors If refund amount is incorrect: Locate the original transaction Verify the correct refund amount Check the refund policy Obtain manager authorization Process a correction transaction Document the correction Contact the customer if necessary 9. Correcting Cash In/Out Errors If amount recorded is incorrect: Review the Safe Log entry Verify the actual amount moved Obtain manager authorization Update the Safe Log with the correct amount Cross out the incorrect entry with a single line Initial and date the correction Conduct a safe count to verify the balance 10. Prevention and Training To minimize cash handling errors: Provide regular training on till operation and cash handling Ensure staff understand all procedures before working independently Conduct regular competency checks Review common errors with staff during team meetings Encourage staff to ask questions when unsure Implement double-checking procedures for high-value transactions Monitor error patterns and address root causes 11. Escalation Escalate to head office if: Error involves a large amount (£50+) Error indicates potential fraud or theft Error is part of a pattern of repeated mistakes Error cannot be resolved at store level Customer complaint is involved Legal or regulatory implications exist 12. Disciplinary Action Disciplinary action may be considered if: Errors are repeated despite training and warnings Error was caused by negligence or failure to follow procedures Error was intentional or fraudulent Staff member failed to report an error they discovered All disciplinary action must follow company procedures and UK employment law. Quality Checks ✓ Verify error details are documented accurately ✓ Confirm manager authorization before correction ✓ Check for patterns in errors ✓ Ensure all corrections are properly recorded ✓ Verify customer impact is addressed ✓ Confirm staff training needs are identified ✓ Review error trends regularly Safety Notes ⚠️ Do not attempt self-correction without authorization ⚠️ Report all errors to duty manager immediately ⚠️ Complete incident report for significant errors ⚠️ Do not delete or hide error evidence ⚠️ Preserve all documentation for investigation ⚠️ Follow company disciplinary procedures ⚠️ Escalate suspected fraud immediately References Shift Cashing Up Form (Section 13.4) Safe Log Form (Section 13.5) Safe Count Form (Section 13.6) Incident Report Form Error Documentation Form Company Disciplinary Procedures Cash Handling Policy
13.6 Safe Count Form
13.6 Safe Count Form Version: V2 Last Updated: October 2025 Category: Cash Handling / Till Systems Purpose To establish a standardized procedure for conducting regular safe counts, verifying cash balances, identifying discrepancies, and maintaining accurate financial records. Scope This procedure applies to all managers and designated staff members responsible for conducting safe counts at Little Coffee Bean Co locations. Equipment Required Safe Count Form (digital or paper) Calculator Pen (for paper forms) Access to the safe Safe Log Form (Section 13.5) Secure workspace Procedure 1. Frequency of Safe Counts Safe counts should be conducted: Daily: At the end of each business day Weekly: A full reconciliation count every Monday morning Monthly: A comprehensive audit count on the first business day of each month Ad hoc: Whenever there is a suspected discrepancy or change in management 2. Preparation for Safe Count Before conducting a safe count: Ensure the safe is in a secure location Verify you have authorization to access the safe Ensure a manager is present or available Gather all necessary documentation (Safe Log, previous counts) Choose a quiet time with minimal interruptions Ensure the safe is closed and locked until you begin 3. Accessing the Safe Verify the safe is closed and locked Obtain the safe combination from the authorized manager Open the safe carefully Ensure no one else is present during the count Close the safe door behind you if possible 4. Counting Procedure Step 1: Organize the Cash Remove all cash from the safe Place cash on a clean, secure surface Separate cash by denomination (£50, £20, £10, £5, £1, 50p, 20p, 10p, 5p, 2p, 1p) Keep each denomination in a separate pile Step 2: Count Each Denomination Count each denomination carefully Count from highest to lowest value Recount each denomination to verify accuracy If counts differ, recount a third time Record the quantity of each denomination Step 3: Calculate the Total Multiply each denomination by its value Add all amounts together to get the total Verify your calculation using a calculator Double-check the total Step 4: Check for Unusual Items Look for any non-cash items (checks, vouchers, etc.) Separate and record these items separately Note any damaged or counterfeit notes Report any concerns to the manager 5. Completing the Safe Count Form Record the following information: Header Information: Date of count Time of count (start and end) Staff member conducting count Manager present (name and signature) Cash Count Details: Quantity of each denomination Value of each denomination Total cash counted Any non-cash items found Condition of notes/coins (any damaged items) Reconciliation: Expected balance (from Safe Log) Actual balance (from count) Discrepancy (if any) Reason for discrepancy (if known) Verification: Staff member signature Manager signature Date and time completed 6. Reconciliation Process Review the Safe Log Form for the period since the last count Add all deposits recorded in the Safe Log Subtract all withdrawals recorded in the Safe Log Calculate the expected balance Compare the expected balance to your counted amount Calculate any discrepancy Formula: Expected Balance = Previous Count Balance + Deposits – Withdrawals 7. Investigating Discrepancies Small Discrepancy (under £10): Review the Safe Log for any unrecorded transactions Check the till system for any missed cash movements Verify all deposits and withdrawals are recorded correctly Recount the safe if necessary Document the discrepancy on the Safe Count Form Report to the store manager Monitor for patterns Large Discrepancy (£10 or more): Stop the count immediately Do not return cash to the safe Notify the store manager immediately Conduct a second count with manager present Review all Safe Log entries in detail Check all till system records Interview staff who accessed the safe Complete an Incident Report Form Escalate to head office if necessary Investigate potential theft or fraud 8. Escalation Procedures If a large discrepancy cannot be explained: Secure all documentation and evidence Do not discuss the discrepancy with other staff Contact head office immediately Preserve CCTV footage if available Conduct interviews with authorized personnel only Follow company disciplinary procedures if theft is suspected Report to police if criminal activity is confirmed 9. Completing the Count After reconciliation: Return all cash to the safe Organize cash by denomination for easy future counts Lock the safe securely File the Safe Count Form Update the Safe Log with the count details Obtain manager signature on all documentation Quality Checks ✓ Recount each denomination to verify accuracy ✓ Double-check totals with calculator ✓ Review Safe Log for accuracy ✓ Verify manager signature is obtained ✓ Ensure all documentation is complete ✓ Check for damaged or counterfeit notes ✓ Confirm safe is locked after count Safety Notes ⚠️ Ensure safe is secure during count ⚠️ Minimize interruptions during count ⚠️ Report discrepancies to manager immediately ⚠️ Escalate large discrepancies (£10+) to head office ⚠️ Do not discuss discrepancies with unauthorized staff ⚠️ Preserve evidence for investigation ⚠️ Follow company security protocols References Safe Log Form (Section 13.5) Errors SOP (Section 13.7) Incident Report Form Cash Handling Policy Safe Management Procedures Company Disciplinary Procedures This SOP is part of Little Coffee Bean Co’s comprehensive operational procedures. For questions or clarifications, contact your store manager or head office.
13.5 Safe Log Form
13.5 Safe Log Form Version: V2 Last Updated: October 2025 Category: Cash Handling / Till Systems Purpose To maintain a clear record of all cash movements in and out of the safe, establishing accountability and creating an audit trail for financial reconciliation. Scope This procedure applies to all staff members and managers who add or remove cash from the safe. Equipment Required Safe Log Form (digital or paper) Calculator Pen (for paper forms) Access to the safe Manager authorization Procedure 1. When to Complete a Safe Log Form Complete a Safe Log Form every time you: Add cash to the safe (deposits from till) Remove cash from the safe (for change, purchases, or other purposes) Transfer cash between locations Perform a safe lift (end-of-day cash collection) Conduct a safe count (Section 13.6) 2. Authorization Requirements Before any cash movement: Obtain authorization from the duty manager or store manager Ensure the manager is present or aware of the transaction Do not access the safe without authorization Report any unauthorized access attempts to management 3. Completing the Safe Log Form Fill in the following information for every transaction: Transaction Details: Date of transaction Time of transaction Staff member name and ID Manager name and signature Cash Movement: Type of transaction (Deposit/Withdrawal/Transfer/Count) Amount being added or removed Reason for the transaction Running balance (if applicable) Verification: Verify the amount before recording Count the cash if withdrawing Ensure the amount matches the authorization 4. Recording Deposits (Cash In) When depositing cash to the safe: Count the cash being deposited Record the amount on the Safe Log Form State the reason (e.g., “End of shift till deposit”, “Safe lift”) Note the source of the cash Obtain manager signature Deposit the cash into the safe Verify the safe is locked 5. Recording Withdrawals (Cash Out) When withdrawing cash from the safe: Verify the authorization amount Open the safe Count the cash being withdrawn Verify the amount matches the authorization Record the withdrawal on the Safe Log Form State the reason (e.g., “Float for till”, “Stock purchase”) Obtain manager signature Close and lock the safe Keep the cash secure 6. Recording Safe Lifts A Safe Lift is when cash is collected from the till and deposited into the safe at the end of the day: Complete the Shift Cashing Up Form (Section 13.4) Transfer the cash from the till to the safe Record the Safe Lift on the Safe Log Form Include the shift date and staff member who performed the lift Note the amount transferred Obtain manager signature Ensure the safe is locked 7. Recording Safe Counts When conducting a Safe Count (Section 13.6): Complete the Safe Count Form first Record the count on the Safe Log Form Note the date and time of the count Record the total amount counted Compare to the expected balance from the log Note any discrepancies Obtain manager signature 8. Maintaining the Log To ensure the Safe Log remains accurate and useful: Keep the log in a secure location near the safe Ensure all entries are legible and complete Do not leave blank spaces between entries Cross out any errors with a single line and initial Never remove pages from the log Start a new log when the current one is full Store completed logs securely for audit purposes 9. Discrepancies and Issues If you notice any discrepancies or issues with the Safe Log: Do not attempt to correct without authorization Notify the duty manager immediately Document the issue on an Incident Report Form Conduct a Safe Count to verify the actual balance Investigate the cause of the discrepancy Update the log with manager authorization Quality Checks ✓ Verify amount before recording ✓ Count cash if withdrawing ✓ Ensure amount matches authorization ✓ Obtain manager signature for all transactions ✓ Verify safe is locked after each transaction ✓ Check running balance is accurate ✓ Ensure all entries are complete and legible Safety Notes ⚠️ Do not access safe without authorization ⚠️ Report unauthorized access attempts to management ⚠️ Keep cash secure after withdrawal ⚠️ Always lock the safe after each transaction ⚠️ Do not leave the safe unattended while open ⚠️ Never share safe combinations or access codes ⚠️ Report any missing or damaged log entries immediately References Shift Cashing Up Form (Section 13.4) Safe Count Form (Section 13.6) Incident Report Form Cash Handling Policy Safe Management Procedures This SOP is part of Little Coffee Bean Co’s comprehensive operational procedures. For questions or clarifications, contact your store manager or head office.
13.4 Shift Cashing Up Form
13.4 Shift Cashing Up Form Version: V2 Last Updated: October 2025 Category: Cash Handling / Till Systems Purpose To establish a standardized procedure for closing the till at the end of each shift, ensuring accurate cash reconciliation and preventing discrepancies. Scope This procedure applies to all staff members responsible for closing the till at the end of their shift. Equipment Required Till system Calculator Pen Cashing Up Form Safe Log Form (Section 13.5) Procedure 1. When to Cash Up Complete the cashing up procedure at the end of each shift before handing over to the next staff member. This ensures clear and accurate cash flow between shifts. 2. Authorization Requirements Before beginning the cashing up process: Ensure you have completed all transactions for your shift Notify the duty manager that you are ready to cash up Ensure the next shift staff member is ready to take over 3. Opening the Till Menu The cashing up form is located within the till system: Click the three bars at the top right of the till screen Select “Close Register” from the menu 4. Counting Cash There are two options for counting and entering the cash amount: Option A: Count by Denomination Click the “Cash” button Individually add the total amount of each denomination (£50, £20, £10, £5, £1, 50p, 20p, 10p, 5p, 2p, 1p) Click “Confirm” Option B: Enter Total Amount Count all cash in the till Add the total amount directly into the report field 5. Verifying Amounts The counted amount will display in two places on the screen. Verify that: The counted amount matches your physical count The system expected amount is displayed Any discrepancy is clearly shown 6. Checking for Discrepancies If there is NO discrepancy: Proceed to close the register Complete the end-of-shift procedures If there IS a discrepancy: For discrepancies UNDER £10: Check for any Cash In/Outs done during your shift that are not recorded (including end-of-day Safe Lifts) Check there has not been an error when carrying out any Cash In/Out – is the amount showing correct? Have you exchanged any money/change from the safe during your shift? Recount your till If the discrepancy remains, document on the form what the issue is Report the issue to the duty manager immediately via the Connect app Complete the company online Incident Report Form The till will allow you to close with discrepancies under £10 For discrepancies £10 OR MORE: The till will NOT allow you to close You will receive an error message Follow the same investigation steps as above Notify the duty manager immediately Do not attempt to force the till closure Wait for manager investigation and authorization Complete the Incident Report Form 7. Closing the Register Once amounts are verified and any discrepancies resolved: Click “Close Register” The end screen will confirm closure Ensure the till is plugged in and left on Hand over to the next shift staff member 8. Documenting Errors If at any point there are errors, discrepancies, or inaccuracies: Document on the Cashing Up Form what the issue is Report the issue to the duty manager immediately via the Connect app Complete the company online Incident Report Form Do not proceed until authorized by management Quality Checks ✓ Verify till amount matches system expected amount ✓ Check for unrecorded cash movements during the shift ✓ Recount if any discrepancy is found ✓ Ensure all Cash In/Out transactions are recorded ✓ Verify Safe Lifts are documented ✓ Confirm manager notification for discrepancies Safety Notes ⚠️ Do not force till closure if discrepancy is £10 or more ⚠️ Report all discrepancies to duty manager immediately ⚠️ Complete Incident Report Form for all errors £10+ ⚠️ Do not attempt to manually override the till system ⚠️ Ensure cash is secure during counting ⚠️ Keep till area clear and organized during cashing up References Shift Cashing Up Form (till system) Safe Log Form (Section 13.5) Incident Report Form (Connect app) Cash Handling Policy This SOP is part of Little Coffee Bean Co’s comprehensive operational procedures. For questions or clarifications, contact your store manager or head office.
13.4 Till Closing
13.4 Till Closing Standard Operating Procedure (SOP) Version: V2 | Effective Date: October 2025 Review Date: October 2026 | Document Owner: Operations Manager Purpose This SOP establishes standardized procedures for closing the till at the end of each shift at Little Coffee Bean Co locations. It ensures accurate cash flow tracking between shifts, proper reconciliation, and accountability for all cash transactions. Scope This procedure applies to all staff members who operate the till system at Little Coffee Bean Co locations, including baristas, shift supervisors, and store managers. The till must be closed and counted at the end of every shift before handover to the next team member. Equipment Required ODOO Till System (tablet/terminal) Cash counting surface (clean, secure area) Connect App (for incident reporting if needed) Power supply for till system Procedure 13.4.1 When to Close the Till Close the till at the end of each shift before handover: Before leaving your shift and handing over to the next team member At the end of the business day (final shift) When requested by management for spot checks or audits During shift changes (morning to afternoon, afternoon to evening) 💡 Best Practice: Allow 10-15 minutes at the end of your shift to complete the till closing process properly. Do not rush this critical procedure. 13.4.2 Till Closing Process – Step by Step Step 1: Access the Till Menu Open the menu by clicking the three bars at the top right of the till screen The menu will display all available options Step 2: Select Close Register From the menu, click “Close Register” The system will prepare the closing form Step 3: Count Your Cash Remove the cash drawer from the till (if applicable) Count all cash in the till drawer carefully Count each denomination separately (notes and coins) Double-check your count for accuracy ⚠️ Important: Count cash in a secure area away from customers. Never leave cash unattended during counting. Step 4: Enter Cash Amount in ODOO Option A: Enter by Denomination (Recommended) Click the “Cash” button on the closing screen Individually add the total amount of each denomination: £50 notes £20 notes £10 notes £5 notes £2 coins £1 coins 50p, 20p, 10p, 5p, 2p, 1p coins The system will automatically calculate the total Click “Confirm” Option B: Enter Total Amount Directly Add the total cash amount directly into the report field This method is faster but provides less detail 💡 Tip: Option A (by denomination) is recommended as it provides a detailed breakdown and helps identify counting errors. Step 5: Review the Counted Amount The counted amount will display in two places on the screen Verify the amount matches your physical count The system will compare your counted amount to the expected amount 13.4.3 Handling Discrepancies What is a Discrepancy? A discrepancy occurs when the cash counted in the till does not match the expected amount based on transactions recorded in the system. If You Have a Discrepancy: ⚠️ Error Message: If you try to proceed with a discrepancy, you will receive an error message. The till will NOT allow you to close if the discrepancy is more than £10. Steps to Resolve Discrepancies: Check for Cash In/Outs: Verify all Cash In/Out transactions during your shift are recorded, including: End of day safe lifts Change exchanges from the safe Stock purchases paid with till cash Petty cash withdrawals Verify Cash In/Out Amounts: Check that all recorded Cash In/Out amounts are correct in the system Check Safe Exchanges: Have you exchanged any money/change from the safe during your shift? Ensure it’s recorded Recount Your Till: Carefully recount all cash in the till drawer Check for Errors: Look for common mistakes: Miscounted coins or notes Notes stuck together Cash left under the till drawer Unrecorded refunds or voids If Discrepancy Persists: Document the issue clearly on the closing form Report the issue to the duty manager immediately via the Connect app Complete the company online Incident Report Form Do not leave your shift until the issue is resolved or documented ⚠️ Critical: Discrepancies over £10 will prevent till closure. You must resolve the issue or escalate to management before leaving your shift. 13.4.4 Complete the Till Closing Step 6: Close the Register Once all discrepancies are resolved (or within acceptable limits) Click “Close Register” to finalize The system will generate an end-of-shift report Step 7: Review the End Screen The final screen will display: Total cash counted Expected cash amount Discrepancy (if any) Transaction summary for your shift Review this information for accuracy Step 8: Secure the Till Return cash drawer to the till (if removed) Ensure the till is plugged in and left on Lock the till drawer (if applicable) Secure the area before leaving 13.4.5 Handover to Next Shift Before Leaving: Inform the next shift team member that the till has been closed and counted Communicate any issues or discrepancies Ensure the till is ready for the next shift to open Confirm the till system is functioning properly Quality Checks Before closing the till: ✓ All transactions for your shift are complete ✓ No customers are waiting for service ✓ All Cash In/Out transactions are recorded ✓ You have sufficient time to complete the process properly After closing the till: ✓ Cash count matches system records (within acceptable limits) ✓ All discrepancies are documented and reported ✓ Till is plugged in and left on ✓ Next shift is informed of till status ✓ End-of-shift report is complete Safety Notes Cash Security: Always count cash in a secure area away from customer view. Never leave cash unattended Personal Safety: If closing the till at the end of the business day, ensure you are not alone and the premises are secure Accuracy: Take your time counting cash. Rushing leads to errors and discrepancies Accountability: You are personally responsible for the accuracy of your till closing. Ensure all information is correct before finalizing Troubleshooting Problem Possible Cause Solution Till won’t close due to discrepancy over £10 Counting error or unrecorded transaction