Bell Tea and Coffee Company

Barista Trainers
Resource Manual

Ive attached my view of what is Need to haveGreen, Nice to have - Yellow, and No need to have - Red.

Contents
__________________________________________________________________

Page Number

Table of Contents

Barista Training Structure & Resource Manual

About the Training System

Teaching Advice

The Foundations
The Foundation
Espresso Equipment Mechanics
Dosing
Tamping
Extraction Precision
Beverage Formula
Milk Fundamentals
Maintenance

6
8
10
12
13
15
18
20

Certification
The Institution
Tea Memoirs
Coffee Memoirs
Guaranteed Superiority
Milk Design
Production
Ergonomics and Station Management
Crisis Control and the Classified Data

23
24
27
29
31
33
35
37

Assessment Information and Guidelines

41

Action and Responsibilities

43

Barista Training Evaluation Guidelines

44

Assessment Instrument Sample

45

Barista Training Evaluation Instrument Sample - The Foundations 48

Barista Training Evaluation Instrument Sample Certification

49

Bell Tea Burton Hollis Barista

Training Structure & Resource
Manual

The Bell Tea Burton Hollis Barista Training Resource Manual and new training structure has
been developed for ease of learning and to decrease the variation in the information being
taught from trainer to trainer.
Both Bell Tea and Burton Hollis are experts in our fields and part of our expertise is ensuring
that we continue to offer new initiatives. We understand that over the past few years there
has been a change in the cafe industry with a new importance placed on the barista and not
just the product alone. We realise that part of being the authority in the coffee and tea
industry, is ensuring we are also leading the way. Most coffee companies; Burton Hollis
included, have trained the same way for many years with little incentive to customers or their
baristas. This new course gives an incentive to students looking to better their skills by
offering a certificate in Barista Skills.
As a staff member who conducts training sessions you will need to learn this structure, how to
teach it and how to assess students wanting a certificate. It is fundamental as a barista trainer
to understand what you are teaching and why as a company we have chosen this method of
training. Understanding this will support our beliefs and assure our customers that we are the
experts.
The Bell Tea Burton Hollis training course is broken down into two sessions, The Foundations
and Certification. Each session is then broken down into eight modules. All training sessions
should ideally be conducted at a Centre of Gravity training centre and should take about 1
hours from start to finish. This will be dependent on the number of trainees in the class. The
training may take place at the customers caf; however it is recommended that sessions be
conducted where possible, at a training centre.
As a barista trainer you will be given a Barista Training Kit containing: Burton Hollis barista
manual, tamper, tamper mat, cleaning brush, screwdriver, backwash disc, 1 litre milk jug, 0.6
litre milk jug, thermometer, Cafiza espresso machine cleaner, samples of green and roasted
beans, stopwatch, shot glasses and this resource manual. Each Centre of Gravity will also
have one in house ready for training sessions conducted in house.
The products in the kit should be kept in an excellent presentable condition as sample products
of the accessories we recommend and offer for sale. If items begin to look tired and old
request replacements, especially backwash discs and cleaning brushes. All replacement items
are available from Burton Hollis with the exception of the following items, where suppliers are
in brackets; Screwdrivers (Mitre 10), Stopwatches (Dick Smiths, replacement batteries can also
be purchased from Dick Smiths), Shot Glasses and Thermometers (Southern Hospitality).

About the Training System

This manual will explain how our training system is structured, the information which is
required to be taught, as well as offer you as a barista trainer, a resource to refer to for
additional information on the subjects we teach.

As already mentioned the Barista Training System is broken down into two sessions. Each
session is then divided into eight modules. The information that is required to be taught is
covered in the manual in bold print. Additional information is added to each module where
applicable in normal print.
The Foundations training is recommended for all new Burton Hollis customers, people new to
the industry, cafe staff who want to become baristas and anybody new to espresso coffee.
They might be a new staff member at one of our customers cafes or even a new staff member
at Bell Tea or Burton Hollis, or a new cafe owner who may or may not have learnt to make
coffee before.
The Foundations incorporates an introduction to the company and espresso coffee. It takes an
informative look at espresso production, the role of the barista, beverage recipes, milk
fundamentals and basic machinery mechanics and cleaning.
Certification training is aimed at baristas who would like to further their knowledge but more
importantly their practical barista skills. It is recommended for anyone that has been taught to
make coffee either with Burton Hollis or another coffee company. The training will look at how
as a company we maintain our high level of quality and takes an informative look at both tea
and coffee and how and where it is produced. In addition to product knowledge Certification
training also shares some of the classified data or trade secrets within the industry and
assists students in managing the entire barista station from serving techniques to stock
management.
On completion of Certification training the student may book a time to sit their assessment at
a time convenient to both the student and trainer. The assessment is completely practical and
may be conducted at either a Centre of Gravity or the students place of work. Upon passing
the assessment the student will be presented with a certificate.
A barista who has not completed any training with Burton Hollis but would like to sit the
assessment to achieve the qualification may do so. This is on the proviso that the barista
trainer/assessor has discussed the required skill level with them and feels they have the skills
to pass and they must also be working in an account supplying Burton Hollis coffee. However it
is generally recommended that they at least complete Certification training.

Teaching Advice
A few teaching tips follow; which you may like to consider when conducting a training session.
1. During training sessions it is important to encourage students and ensure praise is
given.
2. Any criticism should be constructive.
3. Encourage students to ask questions no question is a stupid question.

4. It is important to consider the different learning styles of each student.

I. A student who learns by reading or writing may prefer to take notes clear this at
the beginning of the session by letting students know that they are welcome to
write notes if they wish.
II. A visual person will learn mostly by watching you demonstrate the skills
III. A kinaesthetic style learner will prefer to be hands on. To prevent these students
becoming stressed or nervous about not having time to practise reassure them and
let them know there will plenty of opportunities to have a go
5. During a training session, help students retain information by asking questions and
getting the students to answer them for example:

After telling the students the two different types of handle hold up the single
handle and say so this handle is called the ____________? And let the students
answer.

Or after explaining the four key points of great espresso ask the students the
four key things we must consider when making espresso are ______________?

You can also use question to get students to predict what the next step or steps in
the process will be e.g. So whats the next thing we do?

6. When doing demonstrations of skills at the espresso machine, invite the students to
come in close to the machine it helps to involve them in the lesson and they are able
to observe things more clearly.

THE FOUNDATIONS
MODULE 1 THE FOUNDATION
The foundation module is a general introduction to: the student(s) and trainer, the company,
our brands, and our barista training course. This module also briefly explains what a barista is
and what the position means in New Zealand. It will also give the students an understanding of
espresso. Invite students to take a seat in the board room/meeting room or at a table in the
cafe (if the training is being done onsite) and complete this module seated with them.
1. Introduce yourself as the barista trainer & your position at Burton Hollis
then ask each student to introduce themselves if necessary.

2. Introduce Burton Hollis Burton Hollis are a New Zealand coffee roasting company.
We are experts in our field and have a wealth of experience within the caf and
hospitality industry, from roasting and blending, to more practical aspects such as this
training course.
3. Burton Hollis was established in 1989 by David Burton who is the blend
master at Burton Hollis - David has helped create the benchmark for great coffee in
NZ.
4. Bell Tea purchased Burton Hollis in 2006. Bell Tea is a New Zealand owned
company and has been around since 1898. Bell Tea stands as one of the
earliest icons of Kiwiana; alongside Edmonds Cookbook, Weetbix and the
Buzzy bee.
5. Bell Tea manufactures and markets Twinings in New Zealand and is also New
Zealands leading tea manufacturer. Twinings is our tea for the hospitality
sector.
6. Discuss our brands Burtons, Gravity, Burton Hollis, Pronto, Routin, Bell,
Twinings, Amber Tips, Tiger, and Burton Hollis Hot Chocolate. Burton Hollis
are the sole NZ distributors for La Cimbali, Jura and Nitro espresso machines
a. Many students will be unaware that that we offer more than just the brand they
use at the caf that they work in. Discussing the other brands the company offers
will help introduce them to these brands and other products.
7. Burton Hollis own the Centre of Gravity Caf Training Centres - located in
Auckland, Wellington (and soon Christchurch)
8. Overview of The Foundations 1 - an introduction to coffee and tea, the
machine and grinder, how to make an espresso, how to steam milk, machine
cleaning & what is required to become a great barista.
9. A barista is someone who is skilled and knowledgeable in the art of espresso,
tea and hot beverages and their production, not just someone who makes a
cup of coffee.

10.

In Italy the term barista is earned though proven skill and experience and is
known to be an honourable and respected profession.
Not everyone who steps onto a coffee machine will be a natural just like not
everyone with a drivers licence is a great driver!
Different employers, coffee companies, countries and baristas have varying
opinions in how to make great espresso and we are not by any means saying that
they are wrong just that there are different ways of making coffee.
Customers are demanding consistency in quality and appearance it has been all
too common in the past to blame the coffee - this is just not possible anymore;
with our outstanding Quality and Assurance programme and testing procedures it
guarantees every roast that is delivered to you is of the highest standard

Espresso is the essence extracted by forcing hot pressurised water

through fresh coffee grounds at high pressure, producing an intensely
aromatic and flavoursome beverage. The key points that we need to
consider: espresso also demands that finely ground coffee, ground to the
correct size, be brewed at the correct temperature (88-92c) and pressure (9
bars); to extract only the most desired qualities of the coffee bean in a set
amount of time (20-25secs). There are four key points grind (both the size
and the amount), time, pressure and temperature

 The meaning of the word itself varies from country to country. In Italy espresso is
understood to mean quickly whilst in France it is understood as especially made.
At BURTON HOLLIS we believe every cup of espresso is brewed perfectly for the
guest just before it is consumed.

MODULE 2 ESPRESSO EQUIPMENT MECHANICS

The Espresso Equipment Mechanics module gives the student a basic understanding of the
espresso machine and grinder and what the different parts of the machines are called and
used for. Before beginning this module invite the students to move to the espresso
machine/coffee station. Invite the students to move in closely if they are standing away from
the machine this helps to encourage their involvement and helps students to feel more at
ease.
1. Espresso Machine the espresso machine has three main functions (point out
the parts of the machine that provide these functions as you discuss them)
a. Provides steam for heating and texturing milk (steam wand)
b. Distributes hot water for drinks such as long blacks and tea (hot water tap)
c. Provides hot pressurised water for producing espresso (group head)

a.

b.

c.

2. The machines we see today will be one of three types discuss which type the
students will be working on for the training session and within their cafe
Super-automatic the operator/barista presses the button and the machine
makes the coffee! These are often the ones you see in petrol stations
Fully-automatic This machine is one of the two types seen most often in cafes
and restaurants The buttons on the machine are programmed to deliver a specific amount of
water which when passed through the coffee grounds will deliver the correct amount for an
espresso. There are more components on these machines and the volumetric buttons need to
programmed by a service tech or representative
Semi-automatic These machines are simple the barista starts making a
coffee and turns it off when the espresso is made.
3. Point out the following basic parts (and their functions) of the espresso
machine. (these are the names you as a trainer should call the parts of the
machine)
a. Steam wand provides steam for heating milk
b. Steam knob turns the steam on and off
c. Group head distributes pressurised water
d. Shower, spreader and group screw the 3 small parts that together ensure
the water is distributed through the group head evenly
e. Handles - removable part of machine which is packed with ground coffee and
slotted into the group to allow us to extract the espresso
f. Buttons/knobs for extraction activate the pump; if an automatic the machine
has buttons so the water volume is set. Or if a semi automatic the machine will
have knobs which the barista controls
g. On 1 & on 2/off Knob machine should be on number 2 at all times
h. Cup warmer area on top of the machine to keep the cups warm ready for
service
i. Drip tray the removable tray under the group heads where the cups are placed
to collect extracted coffee
j. Drain catchments the area the water runs into from the drip tray before
entering the drain hose
k. Pressure gauge displays the bar & steam pressure of the machine not the
temperature
4. The coffee grinder has just one main function - it grinds coffee beans
a.It also holds coffee beans waiting to be ground and also holds the ground coffee
ready to be dosed
5. Point out the following basic parts and their functions of the grinder
a. On/Off Switch: starts the grinder grinding beans
b. Lever Return: drops ground coffee from in the hopper
c. Bean Hopper: holds the beans ready for when ground coffee is needed & feeds
the beans into the blades
d. Bean Hopper Gate: shuts off the beans in the hopper preventing them from
being fed into the blades
e. Grinder Blades/Burrs: Grind the beans
f. Grind adjustment collar: Moves the blades closer or further apart which in turn
decreases or increases the size of the grind.
g. Grind adjustment tab: Locks the grind adjustment collar in place and when
pressed allows the collar to move
h. Grounds Hopper: Houses the ground coffee
i. Resting Hold: rest area for placing the handle on when dosing the ground coffee

j. Indicator Light: indicates whether the grinder is on/off

k. Dose adjustment screw: adjusts the height of the levelling plate which in turn
alters the dose of each pull of the lever return

MODULE 3 DOSING
The Dosing module introduces students to the different methods used to dose coffee into the
group handles and explains when each method should be used. Demonstrate dosing, tamping
and extraction from start to finish before inviting each student to have a go.
1. Dosing is placing the correct amount of coffee required into the handle of the
coffee machine in order to make an espresso. Much like making a cake, and
measuring each of the ingredients - we must measure a set amount of coffee.
2. There are two handle sizes - a Single and Double point out the different
spouts
3. There are different basket sizes single, double (& triple if applicable)
4. There are two types of dosing that we use on a day to day basis

a.

b.

The standard/measured method should be used when it is busy - it is when the

grinder is set to dose a set amount - when you pull the lever a certain amount of coffee is
dropped into your handle it should be set so that you pull twice for a single and three times
for a double (four for a triple if applicable)
The levelling method should be used during quiet times this method
relies on the barista to dose the correct amount and is the method we will use
during training sessions.
5. Only grind as much coffee as you need coffee should be extracted within 20
minutes of grinding. Once ground coffee begins to be effected by the environment
through the process of oxidisation. It can be likened to say an apple when cut starts to
go brown even though we cant see it occurring like with an apple it does happen. Or
it can be likened to a loaf of bread which will stay more fresh when left whole, but once
sliced goes stale more quickly, and if left out of the bag even faster. The main problem
for us with coffee is that it begins to affect the flavour.
NB
If the caf the student works for does not have a La Cimbali espresso machine - discuss
type of machine and grinder at their caf and discuss with them the variation of basket
size on their machine. Other brands of grinder may also have different dosing methods
tell them to discuss this with the owner of the caf or barista trainer
6. Standard/Measured Method discuss briefly (especially if this is the method
predominantly used in caf the student works in)

a.

Before dosing the handle and basket should be hot, dry and clean
a. There should always be a clean, dry tea towel available to wipe out the handles
beside the coffee machine ideally hanging on the waste tube
b. It is not necessary to wash the handle each time you use it - it will cause water
to drip into your resting hold and dry area around the grinder making a sludgy
mess.
c. The standard/measured method requires the grounds hopper to be filled up so
that each of the dosing segments in the grinder is full point these out to the
students

b.

Prepare to dose basket by ensuring the grounds hopper has an sufficient amount of coffee in it

c.

To dose a single shot hold the handle firmly in the left hand and place handle in the
resting hold
a. If the student seems unbalanced when holding the handle encourage them to
hold the handle more firmly, closer to the basket.

d.
e.
f.
g.

To dose a single shot pull the lever on the grinder once, then release the lever and
pull again and release for a second time
To dose a double or triple shot again hold the handle firmly in your left hand and
place handle in the resting hold and pull the lever three times for a double (or four for a triple if
applicable)
Briefly - Pull twice for a single, three for a double (and four a triple)
You are now ready to tamp the coffee
7. Levelling

a.
b.

The handle and basket should be hot, dry and clean

Prepare to dose your basket by ensuring the grounds hopper has an
sufficient amount of coffee in it

10

c.

d.

e.

For a single shot dose enough coffee so you have a small mountain of
coffee just above the rim of the basket; then run your index finger across the top
wiping the mountain back into the grounds hopper leaving a valley/impression in
the coffee left in the basket
For a double shot dose enough coffee so you have a mountain of coffee
above the rim of the basket; then holding the handle of the grounds hopper run
your index finger across the mountain ensuring the coffee fills the basket right to
the edges
You are now ready to tamp the coffee
NB - The easiest way to remember how much coffee there needs to be in a single
shot is to make sure there is a valley through the coffee. For a double there should
be a mountain it does sound childish but all you need to remember is mountains
and valleys and the triple shot works exactly the same as a double with a
mountain

MODULE 4 TAMPING
The Tamping module introduces students to tamping and its importance when making
great espresso.
1. Tamping is the physical act of compressing the ground coffee into the group
basket after dosing.
2. To tamp coffee ready for extraction:
a. Rest the handle on the tamper mat for a single it is sometimes easier to
rest the handle on the edge of the bench.
b. Hold tamp in your preferred hand then press down creating a 90 angle
between the bench and your forearm and using your shoulder muscle and
not your wrist
c. Press lightly only - straight down. Concentrate on being level.
d. The first tamp is ensure a level biscuit with even pressure
e. Withdraw tamp
f. Check the biscuit is even/level
g. Now tamp again with pressure
h. Finish by twisting the tamper 360 to polish the top of the coffee.

11

i. Gently flick the handle upside-down this will remove any loose grinds
j. Brush the excess grinds from the edges of the basket, this ensures the
handle seals properly in the group head.
k. Note the dosing line in the basket it should be just visible, if there is too
much coffee in the basket there will not be enough room for the coffee to
expand up in the group once it becomes wet.
l. If the student is pressing down using their lower arm muscles encourage them to
keep their wrist and forearm as straight as possible at a 90 angle to the bench and
using the strength from your shoulder and bicep to create the downward pressure
m. The reason we recommend tamping this way is because the action of making coffee
is extremely repetitive and it can cause OOS Occupational Overuse Syndrome. Some
people may refer to it as RSI OOS is the same thing and is just the new name for RSI
n. Polishing the top smoothes and seals the top of the coffee surface
o. Being quick and efficient when dosing and tamping prevents the handle from cooling
off
p. The reason why we no longer tap is because
a. tapping loosens the coffee from around the edge of the basket and creates
a channel giving the water an easier course to follow than through the
coffee
b. Over the years we have seen how much damage is done to tampers, which
is caused when a barista hits the wrong point. Baristas often tamp using
the bottom of the tamper and when the bottom has been damaged it is
impossible to polish the top of the biscuit. In addition to this over time if the
tamper is used incorrectly, it creates a ridge around the edge of the tamper
and reduces the diameter considerably. Both of these issues mean that the
quality of the espresso is being compromised.
q. The tamper mat should be free of coffee grinds - if coffee grounds collect on the mat
they will stick to the spouts on the handle and cause grounds to be washed into the
bottom of your cup as you are extracting the espresso shot brush it down regularly
throughout service.

MODULE 5 EXTRACTION PRECISION

The Extraction Precision module demonstrates the correct technique for producing the perfect
espresso.
1. To take an extraction:
a. Flush/purge the group before placing handle in the group
b. Slot the handle into the group
c. Place the vessel under the handle
d. Activate the pump immediately
i. If coffee is left too long in the group it can affect the flavour
ii. Discuss how to activate the pump different machines semi or automatic
iii. It is important before every extraction to flush/purge the groups to wash
away the grinds from the previous extraction demonstrate this with a white
cup/bowl
iv. The flushing/purging of the groups helps to stabilise the temperature this is
especially important on La Cimbali machines. Because they are made to be
so efficient during busy times when they sit idle they can build up excess
heat

12

2. Once the pump is activated - the espresso at first will drip from the
spout/handle, it will be thick and viscous like golden syrup; then it will speed
up and become a steady stream, the colour will then start to change from a
deep caramel it begins to lighten, then before it begins to look pale and the
stream begins to look thin and watery it should be stopped
i. Once the pour becomes thin and watery and starts to wiggle it is too late and
the pour is now over extracted
ii. We need to pre-empt/anticipate this stage and turn the pump off before this
happens
3. Remember the science behind an espresso is 25-30ml for a single or 50-60ml
for a double of espresso in 20-25secs
i. From the time the pump is turned until the time the pump is turned off
ii. If the pour runs very quickly and is thin and watery; and you have more than
30mls (single) or 50mls(double) in less than 20secs this is called underextraction
iii. Demonstrate good/over extraction using 3 shot glass technique
1. Dose a double handle & slot the handle into the group
2. Place a shot glass under each spout & manually start the pump
3. Time the extraction at 25-30 secs
4. Remove one shot glass and place an empty one in its place
5. At 32-35 secs stop the pump
6. Visually compare the shots in each glass
7. Smell each extraction
8. Discuss the taste, colour & consistency of each extraction
4. Changing the GRIND
a. If the pour is over or under extracted and you have tamped correctly & dosed the
bucket to the correct level the grind size must be changed to ensure the correct
extraction time
b. To make the pour faster press down the grind adjustment tab & turn the grind
adjustment collar to a higher number or anticlockwise
c. To make the pour slower press down the grind adjustment tab & turn the grind
adjustment collar to a lower number or clockwise
d. The easiest way to remember this is to think of it like the Speedo in a car. To
make a car go faster you step on the gas making the number bigger - to make the
car go more slowly you hit the brakes making the number smaller
Basic Mechanics
i.
ii.
iii.
iv.
v.
vi.

Clean and dry handle

Dose Valley or Mountain
Tamp
Purge/Flush the group
Slot in handle
Extract espresso immediately

Demonstrate & Practise

Demonstrate dosing, using the levelling method, tamping and extraction
from start to finish & then have each student practise three times each.
Ensure each student is doing each step correctly and offering advice and
assistance throughout

13

MODULE 6 THE BEVERAGES

The Beverages module looks at the basic beverages a barista must make on a day to day
basis. It takes an in depth look at how to prepare the perfect cup of tea, the coffee recipes
including flavoured coffees, along with the caffeine free beverages such as hot chocolate and
chai lattes.
1. A barista must learn the recipes and production techniques for all the
beverages - recommend that the student over the next few weeks, taste
different beverages and learn the ingredients for each coffee to get a feel for
what they are making.
2. The espresso machine will make an espresso and provide steam to steam our
milk but it will not make the coffee for us that is the job of the barista.
3. At the end of the session each student will be given a handout which outlines
each of the simple day to day beverages: espresso, double espresso, long
black, flat white, latte, mochaccino, cappuccino, tea, herbal tea,
a. Some of the less popular ones are: Ristretto, Macchiato, Piccolo/Cortado, Nude
Cappuccino, Americano, Dry Cappuccino, Affogato
b. There is some variation of coffee recipes within New Zealand i.e. Flat Whites are
generally a single shot in Auckland but in Wellington are always served as doubles.

14

c. There is still variation from caf to caf even within one city - the best way to teach
this variation is to reinforce that coffee is not black and white and to be open
minded.
d. Remember part of the meaning behind the word barista is especially made so the
customer should get a drink made for them; not the way you want them to drink it,
if they want a strength trim milk cappuccino with no choc who are we to judge
e. Soy milk is a dairy free alternative to regular cows milk and is made from
soybeans.
f. At Burton Hollis we dont feel it is serving our industry any justice by making rules
about how people should drink their coffee.
g. As a barista they must make changes to adjust to how the caf they are working in
make coffee and how the customer would like it made for them
4. The decaffeinated coffee we use at Burton Hollis has the caffeine removed by
the Swiss Water Decaffeination Process. This process uses only water to
remove the caffeine. Other methods use chemicals such as Methylene Chloride to
remove the caffeine. More information regarding this process can be found on the Swiss
Water website at www.swisswater.com
5. Coffee Recipes
a. Espresso Single or Double shot of espresso poured into a demitasse cup or shot
glass; a single 25-30ml poured in 20-25secs; a double approx 60ml poured in
20-25secs; other names include: short black, single shot
b. Long Black to 2/3 of a cup of hot water with a double shot poured over the
top; generally served in a cappuccino/flat white cup
c. Cappuccino A single shot poured into a cappuccino cup with a blend of velvety
and creamy milk added. Garnished with chocolate or cinnamon
d. Flat White This varies around NZ In Wellington it is standard to serve this drink
as a double however in most other parts of NZ it is served as a single So a
single/double shot with velvety milk added; generally served in a cappuccino/flat
white cup.
e. Latte A double shot poured into a bowl/glass or cup with velvety milk added it
should be creamier than a flat white; bowls are becoming less fashionable and
people are mostly drinking lattes in glasses
f. Mochaccino A single shot poured into a cappuccino cup/glass with creamy
chocolate milk added. Garnish with chocolate sauce/powder; when served in a
bowl or glass is referred to as a Mocha Latte
g. Ristretto A single or double shot deliberately poured short only the first 10-15secs of the
pour and served in a demitasse cup or shot glass; sometimes called a restricted shot
h. Macchiato A single or double shot of espresso stained/marked with milk There are many
variations long, short, latte however the true meaning of the Italian word which means
stained or marked.
i. Naked/Nude Cappuccino a cappuccino served with no cinnamon or choc
j. Piccolo a single shot of espresso served in a demitasse cup or glass and topped
with velvety milk.
k. Americano Weak long black served with or without cold milk
l. Dry Cappuccino A cappuccino made with just creamy/foam part of the milk
m. Affogato Ice Cream topped with espresso In Italian means drowned
n. Mocha Latte A large mochaccino served in a latte sized vessel
Tea
1. Ideally should always be made with water freshly boiled from a kettle & not
water from the espresso machine. We understand however that this is not

15

always practical and the water from the espresso machine will have to be
used
a. In order to get the very best flavour from the tea the water must contain
oxygen. Water that has been boiled more than once will have lost some
of this oxygen.
b. The water from the espresso machine is only 88-92c and is constantly boiled to
keep up pressure for the machine which is less than ideal.
c. Oxygen is important because it helps develop the tea and bring out the flavour of
the tea when brewing
2. Before making a pot of tea the teapot should be warmed ready for use this
can be achieved by either storing the pots on top of the espresso machine
with the ceramic cups. Or by filling with hot water and emptying before use
this can be a very time consuming method if it is busy
3. Place the correct measurement of tea leaves/teabags into the pot and cover
with water
a. The volume of tea required will depend on the tea type but 1 bag per person if using tea bags
b. If the caf does a lot of tea it may be necessary to install a hot water system for ready boiled
water. If too much hot water is taken from the coffee machine it may mean there is a lack of
pressure required for making coffees.
4. On average the tea should be brewed between 3-5 minutes (cup or pot) to
release the flavour and antioxidants.
5. Stir the bags or leaves before serving. Bags can be squeezed before removing.
6. Black teas should be served with a small jug of milk on the side herbal or
fruit teas are generally drunk without milk.
7. Teas we serve in cafes fall into 1 or three categories black, green or
fruit/herbal.
a. There is also white teas but it is considered very premium and is expensive which
is due to its production and delicate taste it not very common in NZ.
b. Herbal or fruit teas are not strictly teas as they generally dont come from the tea
plant Camellia Sinensis
c. They are an infusion of fruit or herbs which are generally drunk without milk.
d. Fruit/herbals such as the Twinings Classic herbal range are caffeine free and full of
antioxidants
e. NZs tea consumption is 70% black tea with the most common types being English
Breakfast, Earl Grey, Darjeeling, and Ceylon
f. Store tea in a dark, airtight container at room temperature to maintain freshness.
Tea can last 1-2 years in good storage.
Basic Mechanics:
i.
ii.
iii.
iv.
v.
vi.

Preheat teapot
Add correct amount of tea leaves or bag
Top with freshly boiled water
Stir leaves or bag(s)
Leave to brew for 3-5mins (tea should the first beverage made in the order to allow
brew time)
Serve

16

Flavoured Coffees, Hot Chocolate & Chai make a sample of a flavoured coffee, a hot
chocolate and a chai latte for the students to taste
1. Burton Hollis stock Philibert Routin Syrups they are all natural syrups with no
artificial flavourings or preservatives.
2. These are available in 1 litre bottles and a variety of flavours - they come with pumps
3. Just add 1 pump/8mls of concentrate per 150ml of milk into your favourite
coffee and top with milk as usual
a. They are made using water from the French alps and are flash pasteurised and
homogenised
b. Flavours currently available are: Amaretto, Butterscotch, Caramel, Chai,
Chocolate, Hazelnut, Vanilla 1 litre bottles only
4. These syrups are used to make flavoured coffees such as caramel or vanilla lattes
5. Chai Latte is a blend of tea concentrate, ginger, cinnamon and cloves and is a
great caffeine free alternative to coffee just place 1 pump/8mls of
concentrate per 200ml of milk into your preferred vessel and top with velvety
milk can also be garnished with cinnamon
a. More concentrate can be added of any of the syrups for a stronger flavour
6. Burton Hollis has its own brand of hot chocolate
a. The easiest way to make hot chocolates is to use a pre made syrup to make the
syrup use two parts Burton Hollis chocolate powder to 1 part water
b. Add 1cm of chocolate in the bottom of a latte glass and top with creamy milk
garnish with chocolate powder and chocolate sauce

MODULE 7 MILK FUNDAMENTALS

The Milk Fundamentals module introduces the student to the basics of steaming perfect milk
without bubbles. It also covers how to achieve correctly textured milk for the various
beverages and how to ensure the milk is steamed to the right temperature. Ensure the
students are still standing nice and close to the machine if not invite them to stand closer
again. It is important during The Foundations training not to teach students to try to attempt
fern leaves/rosettes. Pour heart designs only for this first session of training only. Students
copy the trainer and if they see you pouring the ferns they will try to copy the movement.
1. First select the right sized jug for the job - consider the size of the beverage you
are going to make
2. Ideally extracting the espresso and steaming the milk should be done at the
same time if you need to do one before the other while you are still learning.
Steam the milk first and then make the espresso last
3. Prepare your milk ready for steaming & set up your saucer etc... Then steam
your milk and make the espresso last.

17

a. When filling your jug with milk consider that milk can expand to twice
its height in the jug
b. Purge the steam wand - this is to remove any water that has condensed within
the steam wand. Condensing occurs when the steam in the wand cools and
becomes water.
c. The steam wand is the part that gets really hot *demonstrate the steam not
actually burning your hands
4. Hold the jug in which ever hand feels most comfortable
5. Pull the wand out and place it in the milk at about a 90 angle/straight down
into the jug then tilt it slightly to the left or right
6. Immerse the wand into the milk so that the nozzle is just below the surface
no deeper than the line of the steam tip the nozzle should now be pointing
at the side of the jug
7. With your free hand turn the knob 180 and begin stretching immediately.
a. It is important to turn it a full 180 because if it is only turned partially it will cause
a terrible screeching sound
b. The same sound will be heard if you try and heat milk that has already been
steamed or is too hot to steam again.
c. By turning the knob on a La Cimbali more than 180c will not produce more
steam/pressure it will only take longer to turn it off and probably burn the milk
in the process LC have been made this way specifically to make a baristas job
easier!!
d. Some other brands of machine will require that you turn the knob several times to
achieve optimum levels of steam (refer back to the students brand of machine if
necessary).
8. For the first part we talk about stretching the milk this adds air to the milk
the nozzle needs to just breaking the surface. A small sssp ssssp noise will be
heard to achieve this the jug must be lowered slowly
9. For a flat white, hot chocolate. mocha or latte you should stretch the milk for
just a few seconds
10.
For a cappuccino he milk should be stretched until you begin to feel
the milk beginning to warm against your hand
11.
Then lift the jug a little so that the nozzle is immersed slightly deeper in
the milk and move the jug so that the wand is touching the side of the jug
12.
This is called rolling the milk
13.
Continue rolling the milk until it is too hot to hold your hand against the
jug
14.
The trick to great velvety milk is to never let the nozzle break the
surface of the milk once the milk is warm. If you continue to add air to the
milk once it is warm you will end up with bubbly milk
a. It is a very common problem when people first start making coffee to reach up to
turn the steam knob off and the hand holding the jug lowers/relaxes and the
nozzle breaks the surface causing the milk to bubble up.
b. It is not ideal to reuse milk that has already been heated very small amounts will
be fine as long as plenty of fresh milk is added basic rule is add 3 times the
amount of hot milk you have with fresh
c. If any milk does build up on the wand it can be removed quite easily with a nylon
pad
15.

16.

Milk should never be heated over 75c ideally aim for 65-70c
a. Once up to this temperature the sugar and protein begin to burn and scald the
milk
Always wipe your steam wand after each use

18

17.

a. The build up of milk on the steam wand is extremely unhygienic bacteria will
form on the milk if it is left to build up on the wand.
Demonstrate blending/surfing the layers of milk together
a. When milk is left to sit after steaming it separates into layers demonstrate this by
pouring surfed milk into a glass and leaving it to settle
b. If we dont blend/surf the layers together it causes the watery milk in the jug to
come out first as we are pouring because it is heavier. The light velvety milk is left
in the jug because it is light and airy.

Basic Mechanics
i.
ii.
iii.
iv.
v.
vi.
vii.
viii.

Select correct size jug for the job and add correct amount of milk
Purge steam wand
Place steam nozzle under surface of milk
Turn on steam
Stretch for correct length of time for beverage
Roll/Spin the milk for the entire process
Once hot the jug is hot to touch
Turn steam off without the nozzle coming out of the milk.

Demonstrate & Practise

Demonstrate steaming a jug of milk several times talking the students
through your actions and then give each student the opportunity to practise
steaming several jugs each of cappuccino milk and flat white milk. The
student should feel confident with steaming a jug of milk before moving on.
Next demonstrate making a pot of tea giving the students the opportunity to
make a pot each.

MODULE 8 MAINTENANCE
The Maintenance covers the general cleaning and day to day maintenance of the espresso
machine and grinder. It incorporates back washing and flooding the groups as well as
chemical cleaning.
1. The espresso machine should be cleaned daily: back washed with water,
groups flooded and seals scrubbed, steam tips removed and cleaned, steam
wands cleaned, hot water rinsed down the drain, handles and baskets
separated and cleaned
2. Demonstrate the cleaning technique on one group and then ask the students
to practise on the group(s)
3. Every 2-3 days the machine should be: chemical cleaned/backwashed, soak
the handles steam nozzles, showers and spreaders in chemical

19

a. Never soak the plastic part of the handles in chemical cleaner; it is caustic and
overtime will disintegrate them.
b. Never put your handles in the dishwasher it can cause the metal inside the plastic
handle to rust and expand resulting in the cracking of the plastic handles.
c. Soaking parts overnight i.e. like the shower, spreader etc will not do the parts any
harm however putting them back together the night before means the machine is
ready for service in the morning
4. Always season/put shots through the espresso machine first thing in the
morning and run plenty of hot water through the machine.
a. Only use a nylon scrub pad to clean the group head and handles for ease of
cleaning steel wool or gold/silver curly scrubbers will damage the machine
b. The easiest way to clean the handles is to remove the baskets and place the
handles in a 4 litre ice-cream container with a solution of chemical cleaner with just
enough liquid to cover the metal part of the handles
5. Use your cleaning brush to clean head seals and the inside of the group head
6. Several times a day especially before and after busy periods backwash the
machine and flood the groups - this will remove the grounds stuck to the group and
stop oil build-up which will make cleaning at the end of the day easier
7. Flooding the group:
a)Place the black rubber backwash disc in the double handle
b)Turn the pump on as you slot the handle into the machine and letting the
water run into the handle
c) Wiggle backwards and forwards so the hot water spills over the sides
d)Be careful the hot water doesnt run down the handle and burn your hand
you may like to hold the handle with a tea towel to prevent this
e)Pour the water out of the handle and repeat the process till the water runs
clear
f) This process removes the grinds from up in the group and around the head
seal
8. Backwashing the machine:
a)
b)
c)
d)
e)
f)

Place the rubber backwash disc in the double handle

Slot the handle into the group
Turn on the pump and listen for the pump to start labouring
Count for 5 seconds and turn the pump off
Release the handle from the group and empty the water out
Repeat process 2-3 times until the water runs clear

9. Chemical backwashing should be done 2-3 times per week and ensures all
coffee oils and build-up are completely removed from inside the group and
from around the head seal, spreader, and shower. Soaking the spreader,
shower, handles and steam nozzles will also ensure they too are cleaned
thoroughly.
10.

Chemical Backwashing the machine:

a. Place the rubber backwash disc in the double handle
b. Place one teaspoon of chemical cleaner into the handle on top of the
rubber disc (no need for major accuracy in measurement of cleaner)
c. Slot the handle into the group

20

d. Turn on the pump and listen for the pump to start labouring
e. Count for 5 seconds and turn the pump off
f. Repeat this 2-3 times without removing the handle as with regular
backwashing
g. Leave chemical cleaner for 1-2 minutes in the system
h. Move on to the next group and repeat before going back to rinse the first
10.
To take the spreader and shower out you need to use a little screwdriver
and undo the screw in the group head
a. The metal is really soft so be careful not slip and damage it.
b. Let the spreader and shower drop out you can then stick them all into
some chemical cleaner to soak. Or you can scrub them with a nylon pad
c. Once clean rinse them thoroughly and put them back in!
d. Each night after cleaning the coffee machine flush a few jugs of hot water
from the espresso machine down the drain. Pour directly into the
catchment area. This will help prevent coffee clogging up the drain and
causing blockages.
11.
IT IS EXTREMELY IMPORTANT to always put through 1 or 2 shots through each
group after chemical washing. If the machine is to be used again that day, otherwise it
can be done first thing in the morning as you check the grind and flush the groups etc. This
will ensure any chemical residue is completely removed. It is a good system especially if
you have shift changes or different baristas working each day, to put the shots of coffee
through the machine directly after chemical washing. This will ensure that no one makes
coffee with residue of chemical in the machine.
12.
Never leave your steam wands soaking for any length of time should the power
go off whilst they are soaking the hot water inside the boiler will cool creating a vacuum.
When the power comes back on the milky water can be sucked into the boiler. The milk
then comes in contact with the elements and sticks/burns on to them. The machine will be
rendered unusable because all the water will be tainted by burnt milk. The only way to
remove the milk is by taking it to the work shop this repair cannot be done on site. It is
an extremely expensive and time consuming repair

THE FOUNDATIONS
Final Note
Discuss what is required of the students before booking in for Certification. The student
should be able to confidently make an espresso and steam a jug of milk before booking
Students will need to be confident with everything that has been taught in The
Foundations training as it is not repeated
If the student is unsure about whether they are ready to do the second Certification
training tell them to discuss it with their sales rep or the barista trainer and they will
help them decide if they are ready
After The Foundations training, our recommendation is that the student makes coffee
with supervision from a more experienced barista before going it alone with making
coffees for customers
We recommend that they complete Certification training before making coffee
unassisted
Once the student has completed the second Certification training they may then book in
for their practical assessment at time convenient to both the assessor and the student

21

 The practical test can be sat at either their own caf or the training centre
The assessment at the end of Certification will require good barista skills and we will not
assist students so that they pass.

CERTIFICATION
MODULE 1 The Institution
The Institution module introduces the barista to the Burton Hollis Roasting Plant. It discusses
how coffee beans arrive at the factory and the process the beans go through before being
delivered to their cafe. It will also introduce some of the members of staff they may deal with
i.e. the customer care team and technical team. This module will also briefly summarise the
information covered in The Foundations. Invite students to take a seat in the board
room/meeting room or at a table in the cafe (if the training is being done onsite) and complete
the first four modules seated with them.
1. BH roast their coffee in NZ, Manukau, Auckland
2. Coffee arrives at BH as Green Beans in huge jute sacks generally weighing
60kg. John Burton, Davids brother is a green bean broker he imports the

22

beans for us. David and John have formed some direct relationships with
coffee growers for example Sigri Estate in Papua New Guinea
3. The green beans that we use in our blends are then each placed in a section of
the green bean silo this is a storage unit for our green beans. The green
bean silo is connected to the roaster
4. This roaster is from Germany and is called a Probat roaster and can roast
120kg at one time. A computer connected to this roaster is programmed to
send the required quantities and varieties of green beans for each blend to
the roaster when activated. Green beans enter the roaster by being blown
through the pipes from the green bean silo.
5. A roast can take anywhere between 15-30mins. For light roasts - a short
roasting time. For dark roasts - a longer roasting time
6. The cooling tray ensures the beans are cooled quickly after it is removed from
the roaster. This locks in the flavour and helps with the consistency and stops the
roasting process as coffee continues to roast from its own internal heat long after it has
been removed from the roaster.
7. De-Stoner All our coffee beans are taken through a de-stoner to remove any
stones just before they are packed at the roastery. Because of the way coffee is
processed in some countries, there can sometimes be stones in the jute sacks of green
beans. Stones can badly damage the grinder. The blades will become blunt,
compromising their cutting ability.
8. The large 2kg and 3kg bags of beans for our hospitality customers at Burton
Hollis are still packaged & sealed by hand

MODULE 2 Tea Memoirs

The Tea Memoirs module will take an in depth look at tea, where it comes from how it is grown
and the different varieties available. The module will also discuss the similarities and
differences between tea and coffee and the history surrounding two of the countrys most
popular beverages. Continue this module seated in the board room/meeting room or at a table
in the cafe (if the training is being done onsite)
1. Matt Greenwood is the Tea Guy at Bell Tea - our resident expert tea taster.
He is responsible for maintaining and delivering great tea to thousands of tea drinkers in
NZ. And also played a significant role in the development of Bells first new product in
100 years Bell Pure Ceylon.
2. Matt has noted that coffee and tea share many similarities besides being two
of New Zealands most popular beverages
a. Both contain caffeine, in fact there is more caffeine in a tea leaf than a coffee
bean. However as a drink - there is generally twice the amount of caffeine in a
cup of espresso coffee as in a cup of tea.

23

b. Tea and Coffee are both produced in beautiful, often remote, and
generally very poor parts of the world. They can both be very important
to the economies of those regions.
c. Both are grown between the tropics of Cancer and Capricorn. There are many
countries that are well known for producing both good quality tea and coffee.
Some examples of these are: Kenya, Tanzania, Brazil, Papua New Guinea, India
and Indonesia
d. One of the most important parts of the process to deliver great tasting tea and
coffee is the skill of blending the tea leaves and coffee beans. At Bell and Burton
Hollis both Matt Greenwood and David Burton strive to create blends that are
greater than the sum of their parts.
e. One of our favourite phrases to encapsulate these 2 great hot beverages - Coffee
talks and Tea listens
3. There are also some distinct differences between coffee and tea
a. Tea is roasted or fired on a tea estate in the producing country; whereas
coffee is roasted in consuming countries, as the freshness of the roasted
bean is critical.
b. Coffee tasters "cup" their coffees black and extremely strong in order to
deconstruct the mouth feel and flavour profiles. Tea tasters, tend to "taste" much
closer to how the consumer will drink their tea and will often taste with milk if
appropriate.
c. The visual appearance of the liquor is much more important in tea than coffee.
d. Coffee is traded on the futures market with a market size at least 10 times that of
the physical market itself and therefore prices are influenced strongly by
speculators. Tea is only bought at market where every contract made is physically
delivered to the buyer. Thus the tea market is most strongly influenced by those
people within the industry
4. Tea
a. All tea comes from the Camellia sinensis plant - of which there are two
main varieties. A China seed called sinensis or china and a variety
from Assam in North East India called Assamica. Sinensis means China
in Latin.
b. There are 4 main types of tea, white, green, oolong and black these
teas all come from the same Camellia Sinensis plant but are processed
in different ways.
c. White tea is considered very premium and is expensive which is due to its
production and delicate taste it not very common in NZ.
d. We generally only serve green, black and occasionally oolong in NZ
e. Tea is predominately grown in the tropics needing on average 1100 mm of rain a
year and plenty of sunshine
f. China and India are the two largest producers of tea in the world
g. China produces over of the worlds green tea and the two largest exporters of
black tea are Sri Lanka (Ceylon Tea) and Kenya where tea is very important to
their economies
h. The tea bush will grow to a height of 30-40 feet if allowed but will be
kept to a height of 3-4 feet to allow for plucking
i. The best quality teas in the world are still hand plucked
j. Only the top two leaves and the bud of the shoot are picked
k. The average size of the tea plantation ranges from a small family
holding to large estate of 1000 hectares or more. Many tea plantations
are communities in their own right proving much of the social
infrastructure that goes with that such as housing, schooling medical
care etc,

24

5. Tea is processed in six steps Plucking, Withering, Rolling Oxidation, Firing,

and Sorting
a. Plucking: On average leaves are plucked from a bush every 7-12 days. After
plucking leaves are transported as quickly as possible to the tea factory. Leaves
are withered or naturally dried before being rolled or cut (processed).
b. Withering: Leaves are laid out on large troughs and dried naturally to reduce
moisture
c. Rolling: There are a variety of ways of processing the leaf to achieve the shape
and size desired. To make green tea the leaves would be fired or steamed to
make green tea at this stage
d. Oxidation: To make black tea the processed teas are left to react with air and
the leaf changes from green to brown
e. Firing: Unlike coffee, tea is fired or roasted on a tea estate in the country of
production
f. Sorting: The fired (dried) tea leaves are then sorted into different size grades for
market (sale)
g. Tea is often then blended in the country it is exported to
h. Exposure to heat hardens the leaf and locks in the flavour and
antioxidants and allows the tea to keep for two years or more
providing it is stored correctly.
5. History of Tea Worldwide and New Zealand
a. Tea was reportedly discovered in 2737 BC in the Unan province in China
when the then Emperor Shen Nung the divine healer was boiling some
water to give him inspiration to speak to his people and a few leaves
from a nearby Camellia plant landed into the imperial billy can. His
advisers were about to throw out this polluted water when the Emperor
decided to taste it, impressed by the pleasant aromas. And so the first
cup of teas was brewed.
b. The original English pronunciation of the word tea was tay and this comes from
the Amoy dialect of China for which the word for tea is te. It was from the port
of Amoy (now Xiamen) that tea was exported to Europe. The other common word
for tea is cha and this originated from the Cantonese dialect of Chinese.
c. Until the 3rd century AD the beverage was prepared as a medicine or tonic with
the fresh green leaves of wild tea trees
d. The first ever book about tea was written by Lu Yu in about 800AD and
became known as the classic of tea the first ever barista training.
e. Tea was traded as early as 476 AD in the form of compressed cakes made from
steamed green leaves as a barter trade with the Turks
f. Tea was first exported from China to Japan by Buddhist monks in 729AD the first
ever exported tea
g. Until the Ming dynasty 1368-1644AD all tea produced in China was green tea. As
foreign trade increased merchants needed tea for longer periods and Chinese
growers developed new types of black tea and flower scented tea
h. Tea first reached European shores in the early 17 th Century through Dutch and
Portuguese traders.
i. The first recorded appearance of tea in Britain was in London in 1658
when Thomas Garraway advertised that the new drink would cure almost
every known ailment.
j. Tea really took hold in Britain in 1662 when King Charles the 2 nd; marries the
Portuguese princess Catherine of Grogbarganza already a confirmed tea drinker.
Tea was part of her marriage dowry. In those days tea was a drink for the rich.
And the high cost of teas was due to the heavy taxes imposed by Charles 2 nd. The
cheapest tea at that time was about a weeks wages.

25

k. In 1706 Thomas Twining, the founder of Twinings opened the first coffee
house in London but it wasnt long before it became famous for selling
loose leaf tea
l. Coffee houses were considered male only domain whilst tea houses
served men and woman and became meeting places
m. During the 18th century tea became Britains most popular drink
replacing ale for breakfast and gin at other times of the day and by 1784
taxes had been reduced and so it became truly a drink for everybody
n. Tea became established in New Zealand during the 19 th century and
really took off when Norman Harper Bell arrived in Dunedin from
Melbourne in 1894.
o. In 1898 Bell Tea was registered as a company and the rest is history
p. Tea sustained the NZ soldiers during the wars and became an essential
part of smoko for workers. The right to a tea break was a hard fought
one.

MODULE 3 Coffee Memoirs

The Coffee Memoirs module takes an in depth look at coffee, where it comes from, how it is
grown and the different varieties available. Continue this module seated in the board
room/meeting room or at a table in the cafe (if the training is being done onsite)
1. Growing Information
a. Coffee is grown in a band around the equator between the tropics of Cancer
and Capricorn.
b. Coffee is grown in over 50 countries in the world and supports the livelihood of over
20 million people.
c. Coffee is the second-largest traded commodity in the world after oil.
d. It is grown in an orchard, plantation or estate

26

e. Coffee plants, grow small cherries which are harvested when ripe and
processed in various methods to remove the skin and pulp from around the
seed
f. Green beans are the seed from the inside of these cherries Pass around
green bean sample
g. There are many species of coffee plant but the main two used for growing
coffee are Arabica (coffee/coffea Arabica) and Robusta (coffee/coffea
canephora/canefora)
h. Coffee is sorted and graded according to its quality
i. Robusta is a lower quality coffee used primarily in instant coffees and
cheap commercial blends
j. There are a few specialty Robusta coffees, which can enhance the Arabica blends
and increase the intensity of the crema in espresso coffee. Not all Robusta are bad
k. Although Arabica is the preferred coffee there are also some extremely poor quality
Arabica.
2. History of Coffee World Wide and New Zealand
a. It is believed that coffee originated in Ethiopia the first coffee beverage
was like a wine using the juice from the fermented coffee berries. Arab
traders are credited with taking coffee out of Ethiopia, across the Gulf of
Arden, to the port of Mocha in Yemen.
b. The popular myth about where coffee was first discovered is a about a goat
herder, Kaldi. Kaldi the Abyssinian (which would now be known as an
Ethiopia) goat herder noticed one day that his goats were dancing and
prancing after they had eaten a strange berry. Not to be left out of the fun,
Kaldi ate the same berries and was soon dancing with his herd. A
wandering Abbot (head monk) saw the goat and Kaldi and thought the fruit
may help his fellow monks stay awake during prayers. So the Abbot
returned to his group with the berries in hand.
c. The first espresso machines, which utilised steam pressure were invented in 1906
however this method tended to burn the fragile coffee oils
d. In 1947 a first spring piston machine was invented this delivered constant
pressurised water at a suitable brewing temperature
e. It wasnt till the 1960s that machines as we know them - pump driven were invented
f. Coffee has been roasted here in New Zealand for at least the past 50 years;
but it was generally used for making Kona or Filter Coffee rather than
espresso
g. Kona Coffee is made in a unit which has two glass bowls one on top of the other connected by a narrow tube; and sometimes called a vacuum brewer. Water is placed
in the bottom bowl and coffee grounds in the top. The unit is then placed over heat
and when the water boils it causes the water to expand forcing hot water up the tube
and over the coffee grounds. Once the bottom bowl is emptied and the coffee has
brewed it is removed from the heat, this creates a vacuum and sucks the liquid back
to the bottom bowl through a strainer which collects the coffee grounds.
h. The espresso coffee as we know it with beautiful textured milk and superb
espresso; didnt emerge in NZ until the late 1980s and early 1990s.
i. The caf scene died out somewhat in the 60s possibly with the introduction
of instant coffee.
j. It wasnt until the late 1980s when the caf scene began to become
fashionable again that things began to change which is when BH was
established
k. The flat white is an Australasian phenomenon with much debate
surrounding its creation Australia claim it as their own as they did with
Phar Lap, Split Ends and various other NZ treasures BUTthe story we

27

know is that the flat white was a New Zealand first thing - it comes from the
fact that during the 80's we made Cappuccinos that were very fluffy and
high, then during the 90's people started coming back from Europe wanting
proper Cappuccinos, since we already had a product called a Cappuccino we
had to call a proper Cappuccino something else, so a Flat White is a real
Cappuccino and our Cappuccinos are unique

MODULE 4 Guaranteed Superiority

The Guaranteed Superiority module discusses how Burton Hollis maintain their consistently
superior coffee. It takes an in depth look at the coffee roasting and testing techniques used
along with the ways we blend and taste the coffees.
1. Roasting & Quality Assurance
a. BH uses a traditional drum roaster a drum roaster is exactly that a
large drum or cylinder which is heated from beneath with gas burners
and then rotates to roast the beans
b. Drum Roasting is more expensive, complicated and time consuming
however it guarantees the delivery of a consistent complex, deep flavour

28

profile with all the sweetness synonymous in all our BH and Gravity
blends
c. The roaster roasts coffee anywhere between 8-12 hours per day sometimes more
when it is very busy
d. A roast can take anywhere between 15-30mins depending on the type of
roast bring out the samples of light, medium and dark roasted beans
e. Each roast is measured using both temperature and the length of time it
is in the roaster - very similar to cooking a cake but we must also
consider airflow, cooling, moisture, roast development, blend
composition or origin
f. The ability to create and roast the perfect espresso blend is an art. The ability to
reproduce this blend consistently and repeatedly is a science
g. The smoke that comes out of the roaster goes into an after burner this heats the
smoke with a gas flame up to 750c to burn the smoke so that only heat comes
out the chimney
h. There are other types of roasters which are being used to roast coffee here in New
Zealand. A roast in a fluid bed roaster only takes about 5-6mins.
i. Drum roasters ensure a more complex blend and flavour profile is possible
because the roaster has the ability to change my different elements
temperature, air flow and time frame of the roast with a fluid bed roaster these
factors must be kept the same and so the flavour profile is much more one
dimensional and flat
j. You could compare a fluid bed roaster with a conventional oven verses a
microwave. Would you roast your chicken in a microwave?
k. Once roasted all coffee at Burton Hollis is analysed on the Agtron
l. An Agtron Spectrophotometer or Agtron for short was designed
specifically to analyse the degree of roast
m. The degree of roast is closely related to the visible colour.
n. Agtron uses very specific wavelengths of light to illuminate the sample
surface and measure the reflected energy. The results of analysis are
displayed as a single "Agtron" number.
o. All our roasts at BH are tested on the Agtron machine to ensure that they
fit within our specifications for the perfect roast and insure consistency.
2. Blending
a. Blending coffee is the combining of two or more different beans
b. When we talk about a single origin we are referring not only to the place
the beans were grown eg: Kenya, Columbia or Brazil but also a the type
of bean from within that country eg Mysore & Monsoon Malabar are
both from India
c. David is the BH blend master he creates blends using his expertise and
vast knowledge of coffee origins and their characteristics to create a
particular taste profile
d. Again it can be likened to baking a cake although all cakes may have
flour, butter & sugar, the ingredients are all added in different quantities
to create a different taste
e. Generally when we are creating a blend we start at the end and work backwards,
we decide on what we want from a coffee so that we have a target to aim for then
work with the coffees that we think/know will give the desired out come
f. For example when David created his special blend he was looking to create a
coffee which was nice and strong but didnt leave a heavy after taste so that it
encouraged people to have a second cup of coffee.
g. We use each bean for what it can bring to a blend it may bring body, sweetness
or aftertaste

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3. Tasting/Cupping
a. Cupping is the process used to taste different coffees.
b. We have cupping sessions to help staff learn more about origins and
their different tastes, as well as for quality assurance and to assess
blend composition when creating new blends
c. Different areas of the tongue recognise different taste sensations
d. Coffee can be rated in five different categories aroma, taste, finish, body
and acidity.
e. At BH we cup our roasts daily to ensure that they are within our roast
parameters as well as checking them on the agtron which ensures each
and every roast is consistently at its very best!

MODULE 5 Milk Design

The Milk Design module demonstrates the basic milk designs and the skills required to achieve
these designs. The module will require the barista trainer to gauge the students current skill
level and begin the lesson at that level. The module will also look at some common problems
that arise when trying to achieve good designs. The student will by the end of this module
be able to pour at least a heart pattern, and potentially a fern leaf, however this will be
dependent on the students skill level. Move to the espresso machine for the remainder of the
training session.
1. From the first The Foundations training all students should now be able to:
a. make the perfect espresso using correct dosing & tamping techniques
b. successfully steam a jug of milk

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c. pour each of the basic beverages - flat white, mochaccino, latte, hot
chocolate & cappuccino
d. clean the espresso machine
2. Milk designs have become really popular over the last few years. It requires
the barista to have excellent barista skills both in the ability to steam milk
and pour espresso shots consistently. It is a fallacy that milk design takes too
much time or that the caf is too busy to produce great looking coffees. Pouring milk to
produce a Rosetta or a fern leaf as we generally call them in NZ does not take more time
it is just a different way to pour the milk.
3. To gauge the current skill level of the student barista ask them to make a flat
white and cappuccino and assess where you should begin the milk design
lesson. Discuss any suggestions to each student to improve on their
technique with dosing and tamping.
4. It is important that the student understands the importance of changing the
grind and how and when to change it
a. If the pour is over or under extracted and you have tamped correctly &
dosed the bucket to the correct level the grind size must be changed to
ensure the correct extraction time
b. To make the pour faster press down the grind adjustment tab & turn
the grind adjustment collar to a higher number or anticlockwise
c. To make the pour slower press down the grind adjustment tab & turn
the grind adjustment collar to a lower number or clockwise
d. The easiest way to remember this is to think of it like the Speedo in a
car. To make a car go faster you step on the gas making the number
bigger - to make the car go more slowly you hit the brakes making the
number smaller
5. At different times of year changes can occur with the milk causing problems
for baristas
a. The milk that our milkman supplies us can and will vary from day to day.
b. Many things can affect the milk such as the grass the cows are eating spring grass vs. winter grass; and at certain times of the year alternate
feeds such as silage or hay which will also affect the milk.
c. In addition to feed changes - cows are also dried off (removed from the milking
circuit and are not milked at all) at certain times of year to give birth to calves.
d. Generally if there is a problem with the milk itself as opposed to the barista the
milk will not steam well and will bubble up after it has been steamed usually
after it has been sitting for 5-10secs.
e. There are a couple of ways to deal with this either steam your milk first before
taking your extraction, the bubbles settle on the top and can be scooped off or try
changing the milk you are using, talk to the milkman and explain the problem .
Often it is only certain batches that are affected. Changing the lid colour/type of
the milk used can alleviate the problem (changing to white top if you use blue top
or vice versa)
f. Generally the problem doesnt last for long a few days to a week it doesnt
tend to change the flavour of the coffee or milk just the texture or body and its
appearance
4. The two most common designs on the tops of coffees are a heart or fern leaf
a. Milk design requires the flow of milk to be strong enough to reach the
bottom of the cup and rebound off the bottom of the vessel and be
pushed back up to the surface of the espresso.

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b. When we pour too slowly which is often the biggest error people make
it stops the flow of milk and doesnt allow it rebound back to the
surface of the espresso
c. The heart is simple and once this is mastered it makes the fern leaf very
easy to achieve
5. Demonstrate and explain how to pour a heart
a. First steam a perfect jug of milk
b. Then at a medium speed pour directly into the centre of the cup a
white milk circle should appear dont move your wrist or the jug
c. As the milk reaches the top of the cup run the milk back through the
centre of the design
d. If the student is capable of doing the heart - move on to teaching the
fern leaf
6. If student is more advanced demonstrate and explain how to pour a fern leaf
a. First steam a perfect jug of milk
b. Begin to pour the milk directly into the centre of the cup at a medium
speed
c. Once the cup is half full and the a white milk circle appears gently roll
your wrist side to side whilst moving the pouring arm back towards your
body
i. A key point here is the rolling of the wrist be sure to roll from the
wrist not the elbow
ii. It is also important to consider the grip on the jug is relaxed this
encourages the jug to sway from side to side in a less forced
movement
d. As the milk reaches the top of the cup run the milk back through the
centre of the design
7. Assist each student to pour a heart &/or fern leaf until they can comfortably
pour a design unassisted
8. There are many creations that can be presented on the tops of coffees and hot
chocolates. Encourage students to experiment with different techniques and
discover their own designs.
a. When making Cappuccinos or Mochaccinos add chocolate sprinkles on top of the
coffee shot before adding the milk it gives a great pattern on top of the coffee
b. For a simple design on top of Chai Lattes add the milk to the chai syrup stopping
1cm from the top of the glass/cup - before the milk has time to set, sprinkle a line
of cinnamon across the middle of the milk and then spin the cup or glass. It will
leave a swirl design on the top of the coffee
c. A relatively new design technique called etching is creating pictures within the
top of the coffee
d. Demonstrate etching with a toothpick it is quite similar to seeing pictures in the
clouds you have to use your imagination a little to see ideas
e. Chocolate syrup can also be used to create designs however this can be
extremely time consuming and always not everybody likes chocolate on the top
of their latte or flat white so restrict this to cappuccinos, hot chocolates or
mochaccinos

MODULE 6 Production

The Production module looks at how to improve the baristas speed and serving techniques.
The module will also discuss some of the more obscure beverages ordered. If the barista is
confident with their speed and serving techniques recommend they use tips as suggestions for
teaching other staff within their working environment.

32

1. Once the skill of making one or two beverages at once is mastered, the next
step is teaching the student to make complete orders both quickly, correctly
and of a high quality.
2. The order that beverages are made in - is very important.
a. Tea should always be made first, followed by white coffees (lattes, flat
whites, cappuccinos etc..) and finishing with black coffees (short & long
blacks)
b. Why? Tea first so it can brew for a full 3-5mins whilst the coffees are
being made, white coffees should be made next so that the black coffees
are made last and the crema on the top doesnt dissipate
c. An easy way to remember is TLC Teas then Lattes & white coffees
which will protect the Crema on the black coffees
d. White coffees should be made in the following order cappuccinos, hot
chocolates, mochaccinos, lattes then flat whites this order is based on
the froth depth required for each beverage
3. Takeaway coffees first or last?
a. Coffees should always be made in the order that they were taken. People
will know the order they were served and it will only annoy people if you make
someone elses order first however sometimes when it is very busy it does help
to tag takeaway coffees on to other orders so it pushes them through more
quickly. The reason being that often people waiting for takeaway coffees have
limited time and waiting always seems to take a long time especially if time is
limited.
4. Making a large order - make the order using TLC method and ask for help to
get them out quickly if more than 6 beverages are to be made.
5. To increase speed:
a. Make chocolate syrup rather than have a separate chocolate milk jug.
There is no need to steam chocolate milk separately when there is a big order
just steam a jug of milk and add chocolate syrup and/or espresso to the cup/glass
before adding the steamed milk
b. The recipe for chocolate syrup is simple to make 1 litre of syrup use 4 metric
cups of chocolate powder, add 2 metric cups of hot water from the espresso
machine and mix thoroughly using this method a single serve will be 1cm of
syrup to 400ml of milk
6. When making coffee it is important to ask for extra help when getting behind.
a. Although dependant on the individual cafe set up and staff numbers we
recommend that the barista is just that and remains behind the
espresso machine and not running coffees etc....
b. Support should be requested when there are more than 6 coffees
waiting to be made the first step is to ask someone to run the coffees
out to the tables
c. If there is someone running coffees to the tables and orders are still
building with more than 10 coffees waiting to be made, we recommend
getting another person to help get one person dosing handles and
taking extractions, the second person steaming milk and pouring, and
the third person running the drinks to the table
d. At Burton Hollis we think the time someone has to wait for their coffee to arrive,
whether they are sitting in the caf or taking away should never be more than
5mins

33

e. When it is very busy dont fill beverages right to the brim. If they spill while being
delivered to customers it will mean having to remake them.
7. Serving Techniques
a. The way we serve a coffee is important because customers always will
always appreciate money well spent.
b. Discuss the difference between a hot chocolate spilt down the side of
the cup with no garnish for $4 versus a beautifully presented hot
chocolate with a design on the top, marshmallows on the side with a
napkin for $4 which would you rather receive.
c. At Burton Hollis we believe it is never acceptable to deliver a coffee to a customer
that has spilled down the side of the cup and into the saucer it is unprofessional
no matter how busy it is.
d. Either remake the coffee or take the coffee back to the production area take a
new clean saucer, wipe the side and bottom of the cup with a clean napkin and
place the coffee back onto the saucer before delivering it back to the table
e. If it spills again; cut back on the drinking if your DTs are that bad but seriously
if it happens again remake it it was probably poorly made any way if the milk
was steamed and poured well into a flat white it shouldnt spill the foam should
be thick enough so as to prevent this from happening
f. When helping someone run coffees out to customers you can get the plates
ready for the coffees whilst you are waiting for the barista to make them
g. Demonstrate how to plate up a coffee with sugar (if not already on the table),
spoon, napkin etc.
h. Clear empty plates or cups from a table; it is a great opportunity to up sell by
asking the customer if there is anything more they would like to order like
another coffee!
i. Try not to reach across people as you deliver drinks or clear the table
j. Discuss serving ideas such as a treat on the side ie. choc coffee bean, choc fish or
marshmallow or a tiny piece of one of the cafes in house slices
8. Other unusual coffees and ideas for a coffee of the week/specialty coffees
a. Piccolo/Cortado a single shot of espresso served in a demitasse cup or glass and
topped with velvety milk. Generally half espresso half milk, piccolo in Italian
means small while Cortado is Spanish and means cut.
b. Americano Long Black with cold milk
c. Affogato Ice Cream topped with espresso In Italian means drowned
d. Dry Cappuccino A cappuccino made with just creamy/foam part of the milk
e. Mocha Latte A large mochaccino served in a latte sized vessel
f. Naked/Nude Cappuccino a cappuccino served with no cinnamon or choc

MODULE 7 - Ergonomics & Station Management

The Ergonomics Module looks at how to improve the baristas speed by discussing the flow of
their work station. The module will also discuss some of the more obscure beverages ordered.
If the barista is confident with their speed and serving techniques recommend they use tips as
suggestions for teaching other staff within their working environment.

34

1. The layout of the coffee station needs to be carefully considered to ensure

there is good flow from beginning to end discuss with the students ways to
improve their own stations
a. It helps improve the speed & efficiency of not just the barista, but other
staff and the caf itself
2. Briefly discuss the students caf and how if possible they can improve the
layout at their cafe for example having the waste tube in an accessible place
not behind the barista so that they have to twist back to bang out the waste
a. Consider the position of the machine it should be positioned so that the
barista looks out into the caf while they are making coffee not with their back
facing the customer. The barista can then see what is going on in the caf and
the customer can talk to them whilst their coffee is being made or greet/farewell
them as they walk in or leave the cafe
b. Consider bench height This can be difficult if the barista is extra tall or short
but for the majority a good height is around 800-900mm. This is based on the
height of La Cimbali machines, which is between 465mm-565mm
c. If one end of the espresso machine must be against a wall have the grinder on
the wall side to leave ample space for production and service on the other end of
the machine
d. The grinder requires ideally 500mm on one side of the machine
e. 200mm bench space for production - can be in front of the machine or to the side
opposite the end of the grinder
f. Space within an arms length for takeaway cups and lids, choc shaker, syrup,
saucers, marshmallows, napkins etc
g. Sink for cleaning cloth, jugs and dishes if no sink within a metre of the machine
have bucket of clean water under the bench which needs to replenished
regularly to wash out cloth
h. The grinder should be away from the production/serving end because it is messy
and it will help to ensure good flow the grinder is at the beginning of the process
and production is at the end
i. A fridge ideally directly under the coffee machine but within a metre of the
machine - to store milk
j. Storage space for extra product needs to also ideally be within 1 metre coffee,
ceramic cups, takeaway cups and lids, decaf, marshmallows etc.
k. Space on the floor for the Coffee Waste Tube
3. The action of making coffee is extremely repetitive so it is important to
consider OOS Occupational Overuse Syndrome when setting up your coffee
station
a. We discussed the correct tamping technique in The Foundations training to assist
in the prevention of OOS, this however this also needs to be considered across
the entire station
b. OOS is a collective term for a range of conditions, including injury, characterised
by discomfort or persistent pain in muscles, tendons and other soft tissues. Some
people may refer to it as RSI OOS is the same thing and is the new name for RSI.
c. Early symptoms of OOS include: muscle discomfort, fatigue, aches and pains.
Soreness, hot and cold feelings, muscle tightness, numbness and tingling,
stiffness, and muscle weakness
d. It is recommended by occupational health and safety to have a short break in
work accompanied by muscle relaxation. Micropauses allow for restoration of
blood flow in muscles which have been tense for some time. Micropauses are
recommended, typically, for 5-10 seconds every three minutes. Unless the
muscles relax fully, Micropauses are of no value.

35

4. Stock Management is an important part of a barista job. It pays to have more

than one staff member who can place a coffee order this will ensure there is
someone to do the order if the member of staff who normally does it is away.
a. Discuss ordering techniques with the students then complete the
subject so that it is relevant to both them and their cafe.
b. To work out the amount of stock to keep on hand first consider: storage space,
shelf life, delivery times and days.
c. Consider the products required: coffee, decaf, sugar, milk, waste tube liners, hot
chocolate, syrups, equal, marshmallows, takeaway cups & lids, takeaway trays,
teas, stir sticks, chemical cleaner
d. Create an order sheet listing the products required from BH down the left hand
column
e. In the next column write the number currently in stock
f. Write an example from the class on the white board so Joe Bloggs has a caf
which uses 12kg of coffee per week and they order once on a Wednesday. So on
Wednesday morning first thing or last thing Tuesday night count how many bags of
coffee are left. Always have an extra bag in rotation for cafes doing less than 12kg
per week over 12 have 2 bags and over 25kg have 3 bags.
g. In the next column write down the amount you go through per week & add on the
extra bag/s required as discussed
h. Work out the difference between the two columns - this will be the number you will
need to order
i. If unsure discuss this either with the owner of the caf, sales rep or barista trainer
j. The reason for ordering enough coffee so that there is enough to last until the day
after the order arrives is because, if there is a problem with the courier and the
coffee is late to be delivered, it will save the stress of nearly running out.
k. Many employers will not recommend ordering extra bags of coffee we highly
recommend you do so - discuss the reasons why with your employer especially if
know that you often run out of coffee.
l. Remember the customer is charged for one hour couriers - if they run out of
product and this will be far more costly than ordering an extra bag of coffee in the
long run

MODULE 8 Crisis Control & the Classified Data

The Crisis Control and Classified Data Module will discuss some of the ways of dealing with the
problems that arise at the coffee station. It will discuss when to call Burton Hollis for
assistance and also looks at some of trade secrets to improve barista skills and techniques.
1. Crisis Control When there is a problem with our coffee within the cafe we
need to consider all aspects of the problem rather than assume it is the

36

machine or the coffee - more often than not it is actually the inexperience of the
person using the machine.
a. It often is incorrect grind size, over packing the basket/handle or
over/under extraction. Discuss with the student the need to talk to the
head barista if it is not them, sales rep or trainer if there is a problem
and you are not sure how to fix it
b. There may be instances when problems occur and you are unsure
whether to call BH or not. Call our customer care team immediately and
they will put you in touch with a technician who will either come out to
the caf or talk through the problem on the phone.
c. Discuss any problems the student may have had and/or discuss one or
two of the following emergencies
d. My machine has just blown up there is steam pouring out from everywhere The
Emergency pressure valve has blown steam has suddenly started shooting out
from every which way on the espresso machine mostly out of the top back left
hand corner. The easiest way to deal with this is to turn the on/off switch to #1
this will turn the element off and prevent the pressure from building up in the
boiler. Call BH immediately!
e. Water is leaking from under the machine before you call the technician, take
the drip tray out and feel to see if there is water sitting in the catchment area. If
there is then try this first. Poke a teaspoon into the drain and see there is
something blocking it sometimes there is a build of coffee grinds blocking the
hole but if it doesnt clear this way - you can still fix it. First get someone to help
you. You will also need a bucket and a tea towel. Get under the machine and find
the end of the drain hose. Then get the person helping to hold a tea towel over
the catchment while you blow up the end of the drain, you dont have to touch
your mouth to it just cup your hand around the hose and blow into your hand.
Once you have given one big blow, quickly put the end of the hose into the bucket
or you will end up with a mouthful of coffee grinds! Generally this works first time
if not blow again. Once the water starts flowing out pour some jugs of hot
water from the machine down the drain. This problem is caused by coffee
solidifying in the drain. Each evening pour at least 1 litre of hot water down the
drain especially in summer!
f. If there isnt water in the catchment when you take the drip tray off then call BH
and talk to a technician.
g. Theres no steam when you turn the steam wand on check that the on/off switch
is set to number 2* if not turn to it number 2 & wait for 5-10mins if this doesnt
work call Burton Hollis for assistance. The cause of the problem can be one of
several problems. Has it been steaming fine and suddenly there is no steam
coming out of the steam wand? If yes look at the on/off switch what number is
it on? If it is on Number 1 turn it to Number 2 and wait within 10minutes the
pressure should be back to normal. This has occurred because someone has
accidentally turned the machine to Number 1 which turns the element off which
results in the pressure being lost!
h. It may be that you have a blocked steam wand remove the tip and soak it with
hot water and/or Cafiza, whilst it is off check the pressure of the steam. Remove
any milk residue from the tip with a tooth pick.
i. If the wand appears blocked or you find small pieces of green rubber in the milk
you are steaming dont panic this sometimes happens when new rubber
gaskets are put in the steam assembly. As they wear it causes the rubber to shed
and it ends up in the steam tip!
j. If the grinder handle/lever return doesnt spring back after it is pulled it is most
likely that the lever return spring is broken call BH it is easy to fix but will most
likely require a technician
k. My steam knob keeps falling off in my hand the D clip inside the knob is worn
ask CCT to send you a new one with your next coffee order. Simply remove the old
one and push on the new one problem solved. Unless of course the old clip is
missing check on the stem of the steam assembly!

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l. There is dirty water leaking around the handles during extraction try flooding the
groups to remove any build of coffee stuck to the head seals & make sure the
handle is pulled around tightly when you slot it into the group. If this doesnt solve
the problem it may be that your head seals or baskets need replacing. If your
waste tube has a damaged or missing plastic hosing protecting the metal bar it
will cause the top of your baskets to become flat check your baskets and call
Burton Hollis for assistance.
m. There is no hot water coming out of the tap on the espresso machine check that
the on/off switch is set to number 2 if not turn to it number 2 & wait for 5-10mins
if this doesnt work call Burton Hollis for assistance
n. The grinder isnt working & the indicator light is not on. First check that the
grinder is plugged in and turned on if it is, feel the body of the grinder? Is it hot?
If it is it could be that the grinder has over heated & the safety feature has cut in
to prevent the motor burning out. Wait for 5-10mins while the grinder to cools
down check that it is not blocked with coffee. If this doesnt fix the problem call
Burton Hollis for assistance. BURTON HOLLIS NUMBER ph 0800-232-670
2. Coffee Issues
a. Coffee is pouring too slowly grind is too small increase the size of the grind by
turning the grinder adjustment collar anticlockwise or making the number bigger.
It may also be that you have over-dosed and packed too much coffee into the
basket check that the dosing line is just visible
b. Coffee pouring too fast grind is too big decrease the size of the grind by
turning the grinder adjustment collar clockwise or making the number smaller. It
may also be that you have under-dosed and that there is not enough coffee in the
basket check that the level of coffee is up to the dosing line
c. Coffee not coming out both spouts on the double pour machine is not level or
uneven tamping
d. Coffee has metallic taste check that the machine has been rinsed of chemical
cleaner thoroughly
e. Coffee tastes burnt, could it be that the beans have been roasted too long
certainly not from Burton Hollis - feel the grind as it comes out of the grinder if it
is hot it may be that the blades are worn and need replacing
i. Burton Hollis have very strict Q&A procedures and we roast 90kg of coffee
at a time, if your coffee was burnt so would a lot of other customers. We
wouldnt send 90kg of burnt coffee out to customers it would ruin our
great reputation. This has been a very common complaint in the past to
blame the coffee when it doesnt taste right. We are also one of the few
companies in NZ with an agtron machine.
f. When grinder blades are blunt, it cause the coffee to heat up due to the
increased friction and this in turn can change the end flavour no matter what the
beans are to be used for filter, plunger or espresso coffee

3. Classified Data
a. Part of making coffee in a commercial environment is being able to do all
the things we have taught at speed without compromising the quality.
It is all about routine, routine, routine!
b. Get into a good routine and rhythm, watch other baristas there are
secrets and shortcuts that will make your day run more smoothly. It
doesnt mean that you have to compromise the quality of the coffee
but it does mean you will have to improve your speed and practise.
c. We likened to driving even though someone can be taught to drive well it
wont necessarily make them a good driver. Some will be better than others and
have a real flair in the art of making coffee!

38

4. To improve your barista skills - look at:

a. Some of the things we have already discussed like the best layout for
your coffee machine and grinder, good flow so that you can move more
quickly
b. During quiet times take the time to: back wash your group heads, stock
up on any products that are low, wipe down the bench, clean the grinds
from around the grinder, clean the steam wand more thoroughly, empty
the waste bin, stock up on crockery,
c. When steaming milk use the right sized jug for the type of coffee you are making
d. It is possible to reuse already heated milk by adding more fresh milk a basic rule
of thumb is add enough cold milk so that the milk/jug feels cool to touch.
e. It is also a myth that the grind should never be changed it is true that it should
never be changed by someone who doesnt know what they are doing; however it
is vital that it be checked regularly and changed when necessary
f. Store your ceramic cups on top of the machine to ensure they are heated this will
save customer complaints like the coffee is too cold, time - heating each cup with
hot water which in turn will save money on electricity heating the water in the
boiler being used for heating cups.
g. Try to use the steam wand on the opposite side from the grinder if it
gets busy and someone comes to help pull shots, you wont get in their
way trying to steam milk
h. For takeout coffees if the customer has sugar - add it in for them it is a nice
gesture and saves the customer having to do it. It is simple for the barista to do
just put the sugar in with the espresso shot and the heat will dissolve it and blend
it through the whole beverage when you add the steamed milk. Syrup flavours
can also be added the same away
i. Clean crockery using the chemical cleaner used to clean the machine or a bleach
solution
j. Clean teapots using the steam wands for the outside and polishing and chemical
cleaner on the inside??
k. Make sure you have a cleaning regime written down for the espresso
machine set days that it is chemical cleaned that way it will ensure it
is cleaned if the person who usually cleans it is off that day
l. Ensure under the machine, top of the machine, & the fridge are cleaned regularly
m. While you are waiting for the chemical to do its thing, for a couple of
minutes inside each group head when chemical back washing, move to
the next group head and get it soaking too.
n. Use a small clean and dry paint brush to clean the loose grinds from around the
grinder. The end of a teaspoon also works very well to get the grinds out from
behind the resting hold
o. Keep cups on the top of the machine downward facing to stop coffee grounds or
dust dropping inside them
p. Keep the drip tray clean of coffee grounds this will prevent them getting stuck to
the bottom of the cups when taking an extraction. If they do get stuck to the
bottom they leave dirty marks on the saucer for the customer
q. Grind that is left over at the end of the day can be taken home and used in a
plunger or save it to use to run shots through the machine in the morning
r. During a quiet time make up chocolate syrup for making hot chocolates and
mochaccinos. It saves having to have a chocolate milk jug and time having to
make up chocolate milk the night before.
s. Keep busy there is always something to do on a coffee station: fold
serviettes, clear tables, stock your station ceramic cups, takeaway
cups, hot choc, marshmallow, sugars etc.,

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CERTIFICATION
Final Word
The student can book in for their practical test at time convenient to both the assessor
and the student
Discuss what is required of the students when they sit the practical exam the practical
may be done either at Centre of Gravity or at their own caf.
The practical consists of making a list of at least 6 coffees, within five minutes, ensuring
that all techniques are used correctly.
Students will also be required to demonstrate the importance of working in a clean
environment by beginning and ending with a clean station.
If the student is unsure about whether they are ready to do the practical test talk to
their sales rep or the barista trainer before booking.
Once the student has passed the practical test they will be issued with a certificate

Assessor Guidelines
The following set of guidelines, accompany the Barista Assessment Form which you will use to
assess the trainees barista skills.
These guidelines elaborate the judgement criteria on the Assessment Form. If you are unsure
about any of the criteria, refer to these guidelines for more information. The student is
required to make a minimum of ten coffees in a ten minute timeframe.
Make an espresso
Work station is clean and organised
-Steam wand should be clean of milk residue and wiped with a clean cloth after use.
-Bench top and grates should be clean and free of coffee grounds and milk residue.
-Milk jugs should be clean on the outside without residue spilled down the sides.

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-Grinder should be clear of excessive amounts of ground coffee.

Handle is cleaned and dried well

-A dry tea towel should be available to wipe out old grinds and remove any moisture from the
basket before use.
-Once dried, basket should be free of any ground coffee and completely dry.

Dosing is correctly carried out

Valley (single shot)
-Handle should be dosed with a small mountain of coffee above the edge of the basket.
-The excess should be then be wiped back into the grounds hopper.
-The final level should be slightly below the edge of the basket but not level with the edge.
Mountain (double shot)
-Handle should be dosed with a mountain of coffee above the edge of the basket.
-With a rounded finger, the coffee should be dosed to form a small mountain above the edge of
the basket.
- It is not acceptable to be level with the edge.

Tamping produces compacted and level coffee biscuit

-Biscuit must be level without any imperfections caused by a damaged or wet tamper.
-Coffee is compacted with an obvious amount of firm pressure from the arm and not just the
wrist.
Any ground coffee is removed from side of handle
-The handle should be completely free of coffee grounds.
Group head is flushed
-Pump is activated until water runs without steam to reduce the heat build-up and residue from
previous shot.
Espresso extraction time is 20-25 seconds
-The time taken from the activation of the pump until the end of the extraction should be
between 20-25 seconds.
Make a milk based coffee

Steam wand is purged

-Steam knob is turned on completely one full 180and any condensed water is cleared.

Milk is stretched immediately

-The stretching phase of the milk steaming is started within 3 seconds of the steam being
turned on.

Milk is stretched for correct length of time

-Milk should not be stretched once it is warm.
-The length of time it is stretched for will depend on the type of beverage being made. This
should be a maximum of between 4-8 seconds, depending on the amount of milk being
steamed.

Milk is spun in the jug

-The milk should be rolling/spun in the jug for the entire steaming process.

Milk is steamed to correct temperature between 65-70C

-Temperature should be measured with a thermometer and must be between 65-70C.
-The temperature of each jug of milk prepared during the assessment should be measured.

Creamy milk without bubbles shows milk is steamed correctly

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-There should be no visible bubbles.

-It is acceptable to drop the jug on the bench once only to disperse any visible bubbles on
the surface.
-The criterion is not met if the milk requires the surface to be scooped to remove bubbles.
-The trainee may scoop/pour off excess froth that is not required.

Steam wand is wiped and purged

-The steam wand should be wiped with a clean cloth after each use.
-The wand should also be purged after each use to remove milk residue.

Milk is blended to a consistent texture

-Before adding the milk to the espresso, the milk should be blended thoroughly.

Milk is added to espresso immediately after extraction

-The espresso should not be left to sit once extracted.
-The milk should be steamed first and the extraction done second if the trainee is not doing
them at the same time.

Depth of froth is appropriate for coffee type

-Froth depth will be dependent on the vessel being used for each beverage. The depth of
froth should be approximately as follows: Latte, Hot Chocolate and Mochaccino 10-22mm,
Flat White 7-12mm, Cappuccino 20-30mm.

Beverages are made in the appropriate order

-Beverages should be made in the correct order teas first, followed by white coffees,
mochaccinos and hot chocolates and finishing with black coffees.
-When making more than one white coffee, the order should be cappuccino, latte then flat
white.

Evaluation Guidelines
The following set of guidelines, accompany the Barista Training Evaluation Form which you will
use to communicate the trainee barista skills back to the owner or manager of the cafe the
trainee barista is from.
The Barista Training Evaluation Form should be completed by the barista trainer. It can either
be completed during the training as the student practises each learned skill. Alternatively at
the end of the session ask each student to run through the skills they have learnt and evaluate
them as they demonstrate. The completed form should then be posted or hand delivered by
the barista trainer or sales representative directly to the owner or manager of the trainee. A
copy of the form should be made and placed in the customers file with the sales representative
as a reference for meetings or customer reviews.
The top of the form is self explanatory and should be completed in full. The main part of the
form contains four sections Espresso, Equipment, Milk and Beverages. Each section contains
points relating to various skills. Each point may be ticked either good or needs work. The
points are self explanatory and should be ticked where applicable in the appropriate box.

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Comments
This space on the form should be used to comment on the following:
i.
ii.
iii.
iv.

Confidence level of the trainee

Motivation level of the trainee
Trainee arrived late to the training session
Trainee seemed disinterested in learning or involving themselves in the lesson

Recommendations
This space on the form should be used to communicate your recommendations for the student
to the owner or manager. Trainee.....
i.
Is ready to make coffee for customers unassisted
ii.
is ready to make coffee unassisted during quiet times only
iii.
is ready to make coffee for staff members only
iv.
should be supervised at all times
It may also be used to suggest when they might be ready to advance to Certification training
or be ready to sit their assessment:
i.
ii.
iii.

Reassess on next visit

Needs a few weeks more practise
Is ready to book next Certification or Assessment now

* BTD Barista Trainer Demonstrated Only

You will notice at the bottom of the first column - the above note. At times during the training
you will find that you demonstrate a particular skill to a student but do not offer them the
opportunity to attempt the skill themselves. Beside the particular skill write in BTD, the cafe
owner will then be able to see that the student has some understanding of the skill. This will
most likely be seen with the beverages and pouring milk in The Foundations. You will only
demonstrate pouring in The Foundations training, rather than actually teaching it.

Barista Assessment Form

Name of trainee:

____________________________

Name of assessor:

__________________________

Venue: _________________________________

Date: ______________

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Goal
Make an
espresso

Outcome
Prepare dry
coffee biscuit

Judgement Criteria
Work station is clean & prepared for
service/assessment
Handle is cleaned and dried well
Dosing is correctly carried out
-Valley (single shot)
-Mountain (double shot)
Tamping produces compacted and
level coffee biscuit
Any ground coffee is removed from
side of handle
Group head is flushed
Espresso extraction time is 20-25
seconds

Make a
milkbased
coffee

Steam the
milk

Steam wand is purged

Milk is stretched immediately
Milk is stretched for correct length of
time
Milk is spun in jug
Milk is steamed to correct
temperature between 65-70 C
Creamy milk without bubbles shows
milk is steamed correctly

44

Comments

Goal

Outcome

Judgement Criteria
Milk is blended to a consistent
texture
Steam wand is wiped and purged

Pour the milk

Milk is added to espresso

immediately after extraction
Speed of pouring is appropriate for
type of coffee
Depth of froth is appropriate for
coffee type
Heart pattern on top of coffee is well
executed and recognisable
Number of coffees made:
Espresso:

________

Cappuccinos: _________
Lattes:

________

Flat whites:

_________

Other coffee type/s and number:

______________________________

Prepare a
pot of tea

Teapot is pre-heated before use

Tea is stirred after adding water
Tea is brewed for 3-5 minutes

Make
other
beverage
s

Tea is served correctly with or

without milk
Beverages are made appropriate
order
Other beverages made and number:
__________________________________

ASSESSMENT RESULTS SHEET

45

Comments

Name of trainee: __________________________

Name of assessor:

__________________________

Date: ______________

Were all criteria met? Yes

No

If no, in what area/s is re-assessment needed?

Signature of assessor: ______________________________

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