Running a great café isn’t just about coffee — it’s about people. A motivated, well-trained team can make or break your business. Here’s a straight-talking guide to help you build the kind of team your café deserves.
1. START WITH CLEAR JOB DESCRIPTIONS
Clarity attracts quality. Vague roles = vague performance.
Write down:
- The purpose of the role
- Key responsibilities
- Skills and personality required
- Expected shifts and availability
- Who they report to
Tip: Use action verbs and bullet points. Keep it clear and honest.
2. ATTRACT GREAT PEOPLE WITH YOUR BRAND
You're not just hiring — you're marketing.
Use your job ad to sell your café culture:
- Why people love working here
- What your café stands for (values, vibe, community)
- Career progression (yes, even for casuals)
Tip: Show photos of your team in action. Let your energy shine through.
3. WHERE TO FIND THE RIGHT STAFF
Think beyond Seek and Indeed.
Try:
- Local TAFEs & hospitality colleges
- Barista schools
- Your Instagram — add “We're hiring!” in your bio
- Referrals from current staff
- Industry Facebook groups
Tip: Ask your A-players if they know anyone great. Like attracts like.
4. INTERVIEWS THAT REVEAL THE TRUTH
Ask real-world questions like:
- “Tell me about a time you handled a difficult customer.”
- “What’s your approach to teamwork on a busy shift?”
- “What would your last boss say about you?”
Look for:
- Eye contact, energy, honesty
- Enthusiasm for your café — not just “any job”
Tip: Do a short trial shift. It reveals more than words ever could.
5. ATTITUDE VS SKILL
Hire for attitude. Train for skill.
A less experienced person with the right mindset will outperform a skilled grump every time.
Tip: Ask: “What does great service look like to you?” Their answer tells you their values.
6. PERSONALITY FIT: WHO THRIVES IN WHAT ROLE?
Use simple profiling like DISC or just observe:
- Baristas: Confident, warm, focused under pressure
- Chefs/Cooks: Precise, calm, structured
- Managers: Organized, assertive, emotionally intelligent
Red flags: Blame-shifting, gossiping, ego, poor listening
7. USE PROPER CONTRACTS
Use a Letter of Engagement that covers:
- Role title and start date
- Employment type and pay rate
- Award coverage (e.g. Hospitality Industry Award)
- Work hours and expectations
Tip: Visit Fair Work Ombudsman for templates.
8. TEAM CULTURE: SET THE TONE
The team becomes what you allow.
Lead with:
- Core values (e.g. respect, ownership, kindness)
- Zero tolerance for egos or bad attitude
- Praise in public, coach in private
- Team celebrations — birthdays, KPIs, good weeks
Tip: Your culture is what happens when you’re not in the room.
9. ONBOARD LIKE A PRO
Great onboarding = lower turnover.
Essentials:
- Welcome message and orientation
- Buddy system
- Clear procedure manuals
- 4–8 week training plan
- End-of-training checklist or test
Tip: Don’t “throw them in the deep end.” It’s not a badge of honour — it’s a liability.
10. MATCH TEAM SIZE TO CAFE STRATEGY
Your café type defines your staffing needs.
- Espresso bar? → Quick service pros
- All-day café? → Broader team, kitchen + floor
- High volume? → Rostering precision
Tip: Know your café model. Staff to meet your experience goals.
11. ROSTER SMART
Use sales and transaction data to avoid over- or under-staffing.
Tools:
- POS reports (by time of day)
- Labour-to-sales ratio targets (aim for ~30% for casual-heavy cafes)
- Scheduling software (Tanda, Deputy)
Tip: Review rosters weekly. Adjust based on data.
12. BUILD MANUALS & SOPs
Don’t leave quality to chance.
Create:
- Opening & closing checklists
- Coffee SOPs (espresso recipes, milk temps)
- Customer service scripts
- Uniform & hygiene standards
Tip: Keep it simple. Use photos. Store in Google Drive or laminated in-store.
13. GREAT LEADERS MAKE GREAT TEAMS
The owner/manager sets the emotional tone.
Be:
- Clear, fair, and consistent
- Calm in pressure
- Supportive, but with high standards
Tip: “What you walk past is what you accept.”
14. KNOW YOUR LABOUR COSTS
Budget for:
- Hourly wages (including penalties)
- Superannuation
- Payroll tax (if applicable)
- WorkCover
- Leave accruals
- Training & onboarding time
Tip: Labour is your biggest cost. Know your numbers weekly.
FINAL WORD
A high-performing team isn’t luck — it’s built. With the right clarity, leadership, and systems, your café can become the kind of place great people want to work.