Matcha Kitchen Lisboa

On Shift

On the bar you work in two positions: Front and Station. They are jobs, not levels.

Opening is 09:00 and closing is 18:00. Checklists live in your phone.

Positions

Two positions in busy hours: Front (Position A) and Station (Position B), set in the weekly plan and can change as your skills grow.
Outside peak hours one person is on the bar, you do both jobs and rules marked "alone" change.

Position A · Front

Position B · Station

Opening starts at 08:15 and takes forty-five minutes. Start the machine first so it heats while you prep.

Opening · 08:15

Wash hands, put on apron, fix hair before touching anything.
Machine on, flushed, water filled.
Fridge: write temperature in the log, remove anything out of date.
Prep done and within arm's reach.
Work surfaces wiped with green cloth.
Clean display case inside and out, counter, entrance glass.
Sweep and clean floor behind the bar and in the room, clean tables and window sills.
Toilet: full clean, check paper, soap, towels.
Empty bins and put new bags in.
Screens on and showing the right thing.
Till open, float counted.
Send two photos to the chat: counter and display case.

Through the day · Two-minute rule

Anything that takes under two minutes you do now: if you spill it wipe it, if packaging is empty bin it.

Two control points · 11:30 and 16:00

Stand at the door and look at what a first-time guest sees.
Counter: no drips, no clutter in shot.
Display case still looks fresh.
Floor behind the bar swept if anything was walked in.
Toilet, 60 seconds: paper, towels, soap, bin bag, flush, mirror, floor.
Send one photo to the chat.
alone: if a guest is in the room, wait and do the control point in the first clear minute and note the real time.

Closing · 17:40–18:20

Closing takes forty minutes.
From 17:40 to 18:00 do only tasks that keep you in the room, anything that takes you out like bins, toilet, stockroom waits until 18:00.
Machine flushed per the manual, pitchers, whisks, sieves washed and dried.
Leftovers stored or written off with the reason.
Fridge temperature logged, everything labelled and dated.
Clean surfaces, display case, tables, floor.
Toilet: full clean.
Bins out, cloths to wash, buckets empty and dry.
New bag in every bin, paper, soap, towels topped up for tomorrow.
Broom, dustpan and mop back in their place by the bar.
Till counted, any difference written down, not "sorted later".
Anything running out → message Yulia tonight.
Send three photos: counter, display case, room from the door.
Closing form sent.
If you leave after 18:20 more than twice in a week, tell Yulia, the plan is wrong.

When there is a queue

Three people or more: switch to queue mode, below three you work normally.
Take payment from everyone first: order, pay, name down the line without waiting for drinks, tickets go to the station in one batch.
Say the wait out loud and honestly, use a number like "three minutes", do not promise three if it will be seven.
Catch the eye of everyone in the queue within five seconds, even with both hands full.
Hand over strictly in order, by name.
Do not upsell while a queue is running, food sells from the display case and the screen in those hours.

Six phrases

Greeting: "Olá, bom dia" and eye contact.
Offer: "Algo para acompanhar?" · "Anything with that?".
Wait: "Três minutos" with a number.
Hand over: guest's name + "pronto".
Goodbye: "Bom apetite" / "até logo".
Review: only ask someone who is clearly happy.
The minimum for anyone: greet, name the wait, hand over by name, silence in between is fine.

Use this table when something unusual happens.

Situation	What you do
A guest doesn't like the drink	Replace it free on the first request, do not judge if they are right, ask what was wrong and write it down, three of the same answer in a week means the recipe not the guest, there is no limit on this.
Allergy question	Read from the allergen sheet, never from memory, never a guess. law
An item runs out	Tell Yulia immediately, not at the end of the shift, offer the guest one specific alternative, not "choose something else".
Someone asks for a discount	We don't give discounts, you can offer something as a gift to settle a problem and write down what and why.
A guest films or reviews the place	Say welcome, show them our Instagram and ask for a tag, if other guests are in frame politely ask them not to.
They ask for the complaints book	Hand over the Livro de Reclamações at once with no discussion and tell Yulia the same day. law
An inspection arrives	Be polite and calm, sign nothing, call Yulia and Ivan immediately. law
Something breaks	Call Yulia, do not try to repair the machine or the fridge yourself.
The till doesn't balance	Write the difference in the closing form and message Yulia that evening.
Someone threatens a bad review	Do not argue, fix what you can, then tell Yulia straight away so the reply is ready before the review.
Franchise or partnership questions	Say yes, we are building one, give Yulia's contact and do not discuss terms or numbers.

You clean with four cloth colours and two hard rules.

Cloths

Two hard rules

Red cloth never comes behind the bar.
Cleaning products never go into a drinks bottle, not for five minutes, not with a label written on.

Toilet rota

Tools

Some jobs are never yours, some things you always get.

Not your job · Never yours

What you get

A break in the rota, if the rota has no room for it say so because the rota is wrong.
The plan two weeks ahead.
One joker a month: you can say "not today", the shift is swapped with no explanation and no consequence.
Deep clean is paid working time inside the rota, never a favour after close.
Food and drinks on shift are on the house.
Saying "this doesn't work" is part of the job, not a complaint.

Questions

History