D O N O T W O R K F O R C A F F E N E R O !!!
I’m a previous experienced Store Manager from another business and have had many years’ experience within the food and catering industry, so my point of view will be a well-judged and unbiased.
Thank God I found something in common! I thought it was just me with a problem, but obviously not! Okay…! So where do I start?!
Well… From a customer point of view; the Caffe Nero stores are well presented, staff are always busy and hardworking, and toilets are well maintained.
Caffe Nero prices are affordable compared to most other places, plus they conduct a loyalty scheme.
In regards to toilets, you cannot fault the hygiene maintenance. Caffe Nero by far and remarkably have a closely monitored toilet cleaning schedule which you cannot compare to other high street brands. These include; Costa Coffee, Starbucks, McDonalds, KFC, Pizza Hut, Burger King.
Toilet Facilities
These businesses listed don’t employ external cleaners for toilet facilities and only their staff routinely check them, but only briefly ensuring they’re only visibly clean. The exception is Pizza Hut and their company employs cleaners depending on the store to maintain toilet hygiene, but this is done once before the store opens.
Caffe Nero on the other hand, have a toilet cleaning schedule where staff must bleach the toilet, sanitise toilet lid, toilet seat, soap dispenser, sink, door handles, air freshener, toilet roll holder, wall surface under hand dryer…. Basically everything you can think of. This is done a minimum of 4 times a day! Yes! Bleaching 4 times a day!
For a customer this is excellent, but from a member of staff that is paid minimum wage, it’s not very motivating at all.
Customer Loyalty
Caffe Nero have a loyalty card scheme where training is given where the employee’s should never challenge a loyalty card. (by for example assumption that a stamp is fake etc, or a customer repeatedly claims loyalty cards without ever seen purchase one…) So Caffe Nero invites all members of the public including people that want something for free and smelly trampy people, thus producing an ever-growing clientele - which obviously is important to the business.
Store Budget
All stores run very tight and aren’t based on a labour budget. All stores are working on a target based on previous years takings. This is bad as the yield of customers can change yearly rather than the company basing them weekly, so they seem short staffed. Ideally, I think another member of staff would be sufficient for the typical running of each store.
Not only this, staff are required to complete cleaning schedules throughout the morning and night and also required to come in for an evening deep clean which may not last long. No overtime is paid and the times stated on the roster for finishing are always exceeded.
Caffe Nero state in their Terms and Conditions of contract under bank holidays;
…“Due to the nature of the business, Caffe Nero does not recognise UK public or bank holidays (including CHRISTMAS and Boxing day) and you may be required to work these. Caffe Nero reserves the right to require you to take Christmas Day/Boxing Day as part of your annual leave”…
I find this ridiculous. Even McDonalds are closed on Christmas Day. At least change conditions for the UK? I can really understand staff needs for a business running a Hotel or function, but a coffee shop on Christmas day in the city centre?? …Airport café – I could contemplate….
No perks really exist within the company itself. Discounts do not exist and there is no staff price for items. Employees can take advantage of free unlimited coffee and tea.
Terms and Conditions of Employment in conjunction with current legislation and regulations
Caffe Nero adhere to employment law. Unfortunately, it is the bare minimum.
Coffee Quality and Training
Coffee training is very brief and not at all in depth – anyone could learn it. Rather than a passion or talent, it is solely more of a method to work on, rather than a skill.
No latte art is encouraged and is forbidden due to a standardised brand which is understandable.
Training on coffee grinder is good - important as espresso is the heart of the business
Milk stretching? Milk texturing? Caffe Nero have never heard of it.
Caffe Nero do not free pour their milk and spoons are aided within the coffee making which in the eyes of a professional barista at a SCAE level is very unprofessional.
They claim to have the best espresso this side of Milan. Can be true and somewhat not - It depends how you like your coffee. A majority of customers ask for half the dosage of coffee as it is too strong.
Espresso has excellent crema and is guaranteed almost everytime.
The introduction to their Barista introduction states: … “ For the past 7 years we have been voted the UK’s No1 coffee company in the UK….”
- This may be true but I haven’t looked into it. Why hasn’t word gone around because for sure I haven’t heard about it! And I would most certainly go to Boston Tea Party.
This judgement may be made in accordance to price/value for money maybe?
Personal Statement
There is a lot to say about Caffe Nero, they accommodate brilliantly in all areas apart from their staff. I have witnessed high staff turnovers amongst the Caffe Nero stores I have worked in.
They make baristas serve at least two customers at a time.
Drink quantity over quality.
I feel sorry for the staff that work there because they have nothing else to compare it to, but trust me, other companies pay minimum wage and the workload is so much less.
Supervisor at Caffe Nero = £6.10, equivalent at Pizza Hut = £16,000!
Personally I’d go back to McDonalds. Really, but thankfully I have finished my BA at university which means I can now get a proper respected job!
If you live in Bath like I do and want proper coffee training, go work for Jika Jika. Highly recommended.
Good Luck guys!