Ownership Structure

Who Decides What

Who We Are

Grounds is Birmingham's alt-milk-only specialty coffee bar. We are queer-owned, and that identity shapes everything from how we hire to how we talk to how we build community. We operate inside Shop 2214 alongside basic., a curated retail concept.

We are not a typical coffee shop. We treat every seasonal menu like a creative campaign, every drink like it matters, and every guest like they belong here. The brand has an editorial platform (Ground Level) and a clear point of view about what specialty coffee should feel like in Birmingham.

The Ecosystem

Brand Values

• Intentional — every decision is made on purpose. Nothing about Grounds is accidental.
• Craft-forward — the quality of the product is non-negotiable. Specialty coffee is not a marketing word here.
• Community-rooted — Birmingham is not a backdrop. It is the point. We know our regulars and invest in this city.
• Culturally fluent — we are aware of what is happening in food, design, music, and culture.
• Honest — we do not oversell, over-promise, or perform. What you see is what we are.
• Joyful — this is a place people come to feel good. Bring that energy every shift.

Brand Voice

We sound like this

• Specific: "The orange honey basil is made with oat milk and house-made orange honey and basil syrup." Not: "It's a sweet floral latte."
• Direct and warm: "That's the Foggy Grounds — London Fog concentrate, vanilla, milk, espresso on top. Our signature." Not a three-paragraph explanation.
• Confident about the alt-milk program: "We are alt-milk only. Oat is our primary. We also have almond, macadamia, and coconut." No apology.
• Inviting: we want people to feel like they belong before they even order.

We never sound like this

• Corporate wellness: "Our plant-based beverages are perfect for every lifestyle!"
• Generic: "Come try our amazing seasonal specials!"
• Apologetic about alt-milk: "Sorry, we only have oat." It is not something to apologize for.
• Dismissive of guests unfamiliar with specialty coffee. Everyone is welcome to learn here.

Our Coffee Source

All espresso at Grounds is made with beans from Cala Coffee Co. This is a deliberate brand partnership. The relationship with Cala is owned by the owner. Staff do not place orders, contact the roaster, or make changes to the bean program.

The Espresso Standard

The Milk Program

Steaming technique — all milks

1. Purge the steam wand 1 second before submerging in milk.
2. Submerge tip just below the surface. Angle the pitcher to spin the milk.
3. 2–3 seconds of air (stretching phase) for lattes.
4. Drop tip deeper to create a rolling vortex. This builds microfoam.
5. Stop at 140–150°F. Use the thermometer. Every time.
6. Purge and wipe the steam wand immediately after every use. No exceptions.
7. Tap and swirl the pitcher. Pour immediately.

Equipment — Sanremo D8

Daily startup

1. Turn on the machine. Allow 20–30 minutes to warm up before pulling for guests.
2. Purge each group head for 3–5 seconds to flush residual water from overnight.
3. Pull a test shot on each group. Confirm 19g in / 42g out / 25–30 sec. Adjust grinder if needed.
4. Steam a small amount through each steam wand to clear overnight buildup.
5. Confirm boiler pressure is in normal range on the front panel gauge.

During service

• Purge the group head 1–2 seconds before locking in the portafilter on every pull.
• After every pull: knock the portafilter, rinse under the group head, wipe dry.
• Steam wand: purge before each use. Wipe with a damp cloth immediately after every single use. No dried milk. Ever.
• Drip tray: empty when 3/4 full. Do not wait for overflow.

End of day

1. Backflush each group head: blind basket, backflush detergent, full cycle per the posted Sanremo SOP.
2. Remove all portafilters. Soak in hot water with cleaning tablet for minimum 10 minutes.
3. Scrub portafilter baskets. Rinse thoroughly.
4. Purge all steam wands fully. Wipe with a damp cloth. Polish with a dry cloth.
5. Wipe down the full machine exterior and drip tray cover.
6. Remove, empty, rinse, and replace the drip tray.
7. Turn the machine off in the correct sequence per the posted SOP.

Equipment — Fiorenzato F64 Evo Pro

• Start of every shift: pull a test shot, check extraction time. Adjust in small increments if needed.
• Shots under 25 sec: grind finer. Shots over 30 sec: grind coarser. Small increments only.
• Log any grinder adjustment greater than a half-step in Slack #ops so the next shift knows.
• Brush out the doser and chute at the start and end of every shift minimum.

Batch Brew

Cold Brew

Section 1 — Espresso Drinks

01 — Double Espresso

1. Dose 19g into portafilter. Distribute and tamp evenly.
2. Pull 2 shots targeting 42g out in 25–30 seconds.
3. Serve immediately in a demitasse or small cup.
4. Crema should be thick, golden-brown, and unbroken.

02 — Americano

Build — Hot

1. Add 8oz hot water to cup first.
2. Pull 2 shots espresso directly into hot water.
3. Do not stir. Crema will float on top.

Build — Iced

1. Fill cup with ice.
2. Add 6oz cold water over ice.
3. Pull 2 shots espresso and pour over water.

03 — Cortado

1. Pull 2 shots espresso into a small glass.
2. Steam 2oz milk of choice to 140–150°F. Minimal foam — silky, not frothy.
3. Pour steamed milk directly over espresso in a 1:1 ratio.
4. No latte art required — cortado is served simply.

04 — Latte

Build — Hot

1. Pull 2 shots espresso into cup.
2. Steam 9oz milk of choice to 140–150°F with light, velvety microfoam.
3. Pour steamed milk over espresso, holding back foam slightly.
4. Finish with a thin layer of microfoam on top.

Build — Iced

1. Fill cup with ice.
2. Pull 2 shots espresso over ice.
3. Top with 8oz cold milk of choice. Do not stir.

05 — Cappuccino

1. Pull 2 shots espresso into a 6oz ceramic cup.
2. Steam 6oz milk of choice to 140–150°F with thick, dense microfoam.
3. Pour steamed milk over espresso, allowing a generous dome of foam on top.
4. Foam should hold its shape and be dry enough to spoon.

06 — Mocha Latte

Build — Hot

1. Add 1oz chocolate sauce and ½oz simple syrup to cup.
2. Pull 2 shots espresso directly over chocolate and syrup. Stir to combine.
3. Steam 9oz milk of choice to 140–150°F with light microfoam.
4. Pour steamed milk over espresso-chocolate base.

Build — Iced

1. Add 1oz chocolate sauce and ½oz simple syrup to cup.
2. Pull 2 shots espresso over chocolate and syrup. Stir to combine.
3. Fill cup with ice.
4. Top with 9oz cold milk of choice.

07 — Matcha Latte

Build — Hot

1. Whisk 2 tsp matcha into 2oz hot water (175°F) until smooth and frothy. No lumps.
2. Steam 8oz milk of choice to 140–150°F with light microfoam.
3. Pour steamed milk over whisked matcha.

Build — Iced

1. Whisk 2 tsp matcha into 2oz hot water (175°F) until smooth.
2. Fill cup with ice.
3. Pour matcha over ice.
4. Top with 8oz cold milk of choice. Do not stir.

08 — Foggy Grounds (Dirty London Fog) — Signature

Build — Hot

1. Add ½oz vanilla syrup to cup.
2. Add 5oz Rishi London Fog concentrate.
3. Steam 5oz milk of choice to 140–150°F with light microfoam.
4. Pour steamed milk over concentrate and syrup.
5. Pull 2 shots espresso and pour over the top. This is the "dirty" — do not skip.

Build — Iced

1. Fill cup with ice.
2. Add ½oz vanilla syrup.
3. Add 5oz Rishi London Fog concentrate.
4. Top with 5oz cold milk of choice.
5. Pull 2 shots espresso and pour over top.

09 — Chai Latte

Build — Hot

1. Optional: Add ½oz vanilla syrup to cup.
2. Add 5oz Rishi Masala Chai concentrate.
3. Steam 5oz milk of choice to 140–150°F with light microfoam.
4. Pour steamed milk over chai and syrup. Stir gently.
5. Optional: dust with cinnamon.

Build — Iced

1. Fill cup with ice.
2. Optional: Add ½oz vanilla syrup.
3. Add 5oz Rishi Masala Chai concentrate.
4. Top with 5oz cold milk of choice. Stir gently.
5. Optional: dust with cinnamon.

Section 2 — Rishi Tea Program

All Rishi teas are steeped at 195°F for 4–5 minutes unless noted. Do not squeeze the bag. Served hot in a mug or iced in a 16oz cup. Customers may add milk of choice.

10 — Lavender Mint

Build — Hot

1. Heat water to 195°F. Place sachet in mug. Pour 8oz hot water over sachet.
2. Steep 4–5 minutes. Remove sachet without squeezing.
3. Serve as-is or with milk of choice on the side.

Build — Iced

1. Steep sachet in 6oz hot water (195°F) for 4–5 minutes. Remove sachet.
2. Fill 16oz cup with ice. Pour concentrated tea over ice.
3. Top with cold water or milk of choice to fill.

11 — Blueberry Hibiscus

Build — Hot

1. Heat water to 195°F. Place sachet in mug. Pour 8oz hot water over sachet.
2. Steep 4–5 minutes. Remove sachet without squeezing.

Build — Iced

1. Steep sachet in 6oz hot water (195°F) for 4–5 minutes. Remove sachet.
2. Fill 16oz cup with ice. Pour tea over ice.
3. Top with cold water to fill. Optional: add a splash of lemonade.

12 — Jasmine

Build — Hot

1. Heat water to 195°F. Place sachet in mug. Pour 8oz hot water over sachet.
2. Steep exactly 4 minutes. Remove sachet without squeezing.

Build — Iced

1. Steep sachet in 6oz hot water (195°F) for 4 minutes. Remove sachet.
2. Fill 16oz cup with ice. Pour tea over ice. Top with cold water or milk of choice.

13 — Earl Grey

Build — Hot

1. Heat water to 195°F. Place sachet in mug. Pour 8oz hot water over sachet.
2. Steep 4–5 minutes. Remove sachet without squeezing.
3. Serve as-is or with milk of choice.

Build — Iced

1. Steep sachet in 6oz hot water (195°F) for 4–5 minutes. Remove sachet.
2. Fill 16oz cup with ice. Pour tea over ice. Top with cold water or milk of choice.

14 — English Breakfast

Build — Hot

1. Heat water to 195°F. Place sachet in mug. Pour 8oz hot water over sachet.
2. Steep 4–5 minutes. Remove sachet without squeezing.
3. Serve as-is or with milk of choice.

Build — Iced

1. Steep sachet in 6oz hot water (195°F) for 4–5 minutes. Remove sachet.
2. Fill 16oz cup with ice. Pour tea over ice. Top with cold water or milk of choice.

15 — Turmeric Ginger

Build — Hot

1. Heat water to 195°F. Place sachet in mug. Pour 8oz hot water over sachet.
2. Steep 5 minutes. Remove sachet without squeezing.
3. Serve as-is or with a splash of milk of choice.

Build — Iced

1. Steep sachet in 6oz hot water (195°F) for 5 minutes. Remove sachet.
2. Fill 16oz cup with ice. Pour tea over ice. Top with cold water or milk of choice.

Section 3 — Spring Menu

16 — Orange Honey Basil Latte

Build — Hot

1. Pull 2 shots espresso directly into cup.
2. Add 1oz OHB syrup. Stir to combine.
3. Steam 9oz milk of choice to 140–150°F with medium microfoam.
4. Pour steamed milk over espresso. Garnish with dried orange slice or fresh basil leaf.

Build — Iced

1. Fill cup with ice.
2. Add 1oz OHB syrup over ice.
3. Pull 2 shots espresso directly over syrup.
4. Top with 9oz cold milk of choice.
5. Garnish with citrus wheel or fresh basil leaf.

17 — Yuzu Matcha-Rita

Build — Iced only

1. Rim glass with tahini: dip rim in a thin layer of honey or simple syrup, then press into tahini. Set aside.
2. Whisk 1 tsp matcha into 2oz hot water (175°F) until smooth and frothy. No lumps.
3. Fill rimmed glass with ice.
4. Add 1oz yuzu puree and 2oz lemonade over ice.
5. Pour matcha over yuzu and lemonade.
6. Top slowly with 3oz lime La Croix. Do not stir.

18 — Jasmine Strawberry Rose Latte

Build — Hot

1. Steep jasmine sachet in 4oz hot water (195°F) for exactly 4 minutes. Remove — do not squeeze.
2. Add 1oz Strawberry Rose syrup to cup. Pour steeped tea over syrup.
3. Steam 4oz milk of choice to 140–150°F with medium microfoam.
4. Pour steamed milk into cup. Garnish with rose petals if available.

Build — Iced

1. Steep jasmine sachet in 4oz hot water (195°F) for 4 minutes. Remove.
2. Let tea cool 2 minutes, or pour over a small amount of ice to quick-cool.
3. Fill cup with ice. Add ¾oz Strawberry Rose syrup.
4. Pour cooled tea over syrup and ice.
5. Top with 4oz cold milk of choice. Garnish with rose petals if available.

19 — Lavender Brown Sugar Shaken Espresso

Build — Iced only

1. Pull 2 shots espresso into shaker tin.
2. Add ¾oz brown sugar syrup and ¼oz lavender syrup to hot espresso.
3. Add a small handful of ice to shaker. Seal and shake vigorously for 10–15 seconds until frothy.
4. Fill serving cup with fresh ice.
5. Strain shaken espresso over ice.
6. Gently pour 2oz cold milk of choice over the back of a spoon to float on top. Do not stir.
7. Serve immediately.

Modification Policy

Food Partners

Food Handling Standards

• Check freshness and expiry labels on all food items at the start of every shift. Remove anything expired.
• Use tongs or gloves for all food handling. No bare-hand contact with food that will be served.
• Pastry case: wiped down at opening and at shift midpoint. Always clean and organized.
• Any food item that has been dropped, touched without gloves, or is visually compromised is discarded, not served.
• Allergen questions: if you do not know the answer with certainty, get the packaging or flag for the owner. Never guess.
• Food items running low are flagged in Slack #ops. The owner handles reorder and delivery scheduling.

Arrival and security

• Unlock and enter. Disarm alarm per security protocol.
• Visual sweep of the full space before touching anything. Note anything unusual.
• Turn on lights — all zones.
• Check the previous night's closing checklist. Confirm it was fully signed off.

Equipment startup

• Turn on the Sanremo D8. Allow 20–30 minutes to reach full operating temperature.
• Turn on the Fiorenzato F64 grinder.
• Start batch brew: 125g coffee / 64oz water. Label with brew time immediately.
• Check cold brew: confirm date label is within 7-day window. Remove any expired.
• Stock the bar while machine warms: milks, cups, lids, sleeves, napkins, syrups.
• Purge all group heads for 3–5 seconds each once machine is at temperature.
• Pull a test shot on each group. Confirm 19g in / 42g out / 25–30 sec.
• Adjust grinder if test shots are outside range. Pull again. Do not open until shots are correct.
• Steam a small amount through each steam wand to clear overnight buildup.

Bar and floor setup

• Check milk inventory: oat, almond, macadamia, coconut. Flag anything below par in Slack #ops.
• Check all syrups in use. Flag anything below 1/4 full in Slack #ops.
• Check pastry case: freshness dates, presentation. Remove anything expired.
• Check bonbon case: Poppy & Peep and Recchiuti inventory, dates, presentation.
• Wipe down all bar surfaces: counter, drip area, espresso station.
• Wipe down front-of-house surfaces: counter, tables, chairs.
• Update 86 board in Toast for any unavailable items.
• Check retail display: basic. items, chocolate bars, merch. Straighten and face.
• Turn on Toast POS. Confirm menu is correct.

Pre-shift huddle and open

• Run 2-minute pre-shift huddle: specials, 86'd items, station assignments, any known issues.
• Post open confirmation in Slack #ops: "Open — [date] — [your name]"
• Unlock the door / flip the sign. The bar is open.

Service wind-down. Begin pre-closing at 5:00 PM.

• Stop accepting new orders at the posted closing time.
• Complete all remaining orders. No shortcuts on the last drinks of the night.
• Turn off any exterior signage indicating open.
• Run Toast end-of-shift report. Note totals in Slack #ops.

Espresso machine and grinder clean

• Backflush each group head: blind basket, backflush detergent, full cycle per the Sanremo SOP.
• Remove all portafilters. Soak in hot water with cleaning tablet for minimum 10 minutes.
• Scrub portafilter baskets with cleaning brush. Rinse thoroughly.
• Wipe all group head gaskets with a clean damp cloth.
• Purge all steam wands fully. Wipe with a damp cloth. Polish with a dry cloth.
• Wipe down the full machine exterior, drip tray cover, and cup warming shelf.
• Remove, empty, rinse, and replace the drip tray.
• Brush out the Fiorenzato grinder doser and chute. Wipe exterior.
• Turn off the espresso machine in the correct sequence per the posted SOP.

Bar and floor clean

• Wipe down the full bar top. No rings, grounds, or residue.
• Rinse all steaming pitchers. Leave clean and inverted to dry.
• Discard any remaining batch brew. Rinse carafe, leave open to dry.
• Seal and label any remaining cold brew. Refrigerate.
• Wipe down the pastry case interior and exterior.
• Wipe all tables and chairs. Straighten all retail displays.
• Empty all trash cans. Replace liners. Sort recycling.
• Sweep the full floor including behind the bar.
• Mop the floor. Start from the back, work toward the exit.

Final checks and close

• Walk the full space. Every surface clean. Nothing left out.
• Turn off all equipment in the correct sequence.
• Turn off lights in the correct sequence.
• Arm the security alarm. Lock the door.
• Post close confirmation in Slack #ops: "Closed — [date] — [your name]"
• Post end-of-shift note in Slack #ops.

The Pre-Shift Huddle

Every shift starts with a 2-minute huddle. Do it every shift, every time, even when it feels unnecessary.

1. Today's specials: what are we highlighting?
2. 86'd items: anything unavailable? Make sure everyone knows before the first guest asks.
3. Station assignments: who is on bar, who is on register, who is on floor?
4. Known issues: any equipment concern from the last shift?
5. Energy check: let's have a good one.

Quality Control

The 30-minute quality scan

• Pull or taste a random drink. Does it meet the standard?
• Scan the bar: clean? Steam wand wiped? Portafilter clean? Drip tray level?
• Scan the front of house: any tables with cups sitting too long?
• Listen to guest interactions: engaging, or just transacting?
• Check batch brew time label. Discard and rebrew at the 2-hour mark without exception.

Staff Decision Tree

The Service Standard

From the moment they walk in

• Every guest is acknowledged within 15 seconds of entering. Eye contact and a genuine greeting.
• "Welcome in" or "Hey, welcome" — warm and real. Not a scripted line.
• If there is a line: "We will be with you in just a moment." Do not let a guest stand unacknowledged.

At the point of order

• Give the guest time to read the menu. Do not rush them.
• If they look uncertain, offer to guide with one question: "Are you looking for something hot or cold? Something coffee-forward or more on the lighter side?"
• When a guest tries something for the first time, tell them one thing about it. One sentence. Not a presentation.
• Repeat the order back before charging. Catch errors before they happen.

During and after

• Hand off drinks with the drink name. Not just "here you go."
• If there is a wait, give a time estimate and deliver on it. Under-promise, over-deliver.
• When a guest leaves: a genuine goodbye.

Guest Recovery

1. Acknowledge the problem immediately.
2. Apologize once, sincerely, and briefly: "I am sorry about that — let me fix it."
3. Fix it. Remake the drink, refund the charge, or do what is appropriate.
4. Log it in Slack #issues. Not to punish — to track patterns.

Comp and Refund Policy

Scheduling

• Schedules are posted two weeks in advance based on business needs and availability.
• Once posted, schedules are final unless a management-approved change is made.
• All staff submit availability in Sling by Sunday 6pm each week. No submission means no guaranteed shifts that week.

Building the schedule (Shift Leader)

1. Monday morning: review submitted availability for all staff in Sling.
2. Build the draft schedule to meet coverage needs. Minimums: 2 people on bar during peak hours, 1 during off-peak.
3. Ensure no staff member exceeds their requested hours without confirming with them first.
4. Submit the draft to the owner for approval by Monday noon. Owner approves or adjusts and the schedule publishes.

Shift swaps

• Staff initiate all swap requests in Sling directly with another staff member.
• For last-minute time-off requests, staff must get management approval AND are responsible for finding a qualified teammate to cover their shift.
• The Shift Leader approves or denies swaps in Sling.
• Swaps are not approved retroactively.

Timeclock

• All team members clock in and out using Toast POS. Every shift, every time.
• If you forget to clock in or out, notify the Shift Leader immediately so it can be corrected before end of day.
• Timeclock records are used for payroll. Inaccurate records affect your pay. It is your responsibility to make sure yours are correct.

Attendance

• If you are going to be late or unable to work, notify management as soon as you know.
• Two unexcused absences in a 30-day period result in a formal conversation with the owner. Three may result in termination.
• No-call, no-show situations are serious and may result in immediate termination.

Time Off

• Approval is based on coverage availability and fairness. Requests are first-come, first-served.
• The shop closes annually for the week of the 4th of July.
• Please be thoughtful about peak season requests. We need all hands on deck during the holidays.

Full-Time Benefits (40 hrs/week)

Paid Time Off (PTO)

• 10 PTO days per year. Accrues from Day 1, usable after 90 days.
• 1 PTO day = 1 scheduled shift (up to 8 hours).
• Must be approved by management in advance. Submit requests in Sling.

Sick Leave

• 5 paid sick days per year, usable after 90 days.
• Use for illness, mental health, medical appointments, or caring for a family member.
• If you are sick, stay home. There is no penalty for using sick leave for its intended purpose.

Standard Operations

Orders

• Select the correct item from the menu. Verify with the guest before charging.
• For milk modifications: apply the milk modifier. Do not assume the default milk — always confirm.
• Add-ons (extra shot, flavor adjustments): applied through the modifier screen.

Voids and refunds

• Void: used before the transaction is completed. Select the item, choose void.
• Refund under $50: Shift Leader authorized. Locate the transaction, apply the refund, log in Slack #ops with reason.
• Refund over $50: Shift Leader holds the situation, contacts the owner. Do not process without the owner's confirmation.
• Cash refunds: we do not give cash back for card transactions. Refunds go back to the original payment method.

86 board

• When an item runs out: immediately update the 86 board in Toast.
• When an item is restocked: remove it from the 86 board.
• Post every 86 update in Slack #ops so all staff on shift are aware.

Slack Channel Structure

The End-of-Shift Note

Required after every shift the Shift Leader leads. Posted to Slack #ops before leaving.

• Date and name
• Volume: busy, steady, or slow
• Quality issues: any drinks remade, espresso adjustments
• Equipment: anything to report
• Inventory: anything that hit low and was flagged
• Anything the opening shift needs to know

The Continuous Bar Standard

• Bar top: dry, clean, and free of grounds, rings, and spills at all times. Wipe between every customer interaction.
• Steam wand: purged and wiped with a clean damp cloth after every single use. No dried milk at any time. Ever.
• Portafilter: knocked and wiped clean between every espresso pull.
• Drip tray: emptied and rinsed when 3/4 full. Never overflows.
• Steaming pitchers: rinsed between milks of different types. Never cross-contaminate milks.
• Front of house tables: cleared and wiped within 5 minutes of a guest leaving.
• Floor: swept at shift midpoint and end. No visible debris during service hours.

Food Safety

• Wash hands for 20 seconds with soap before starting service, after handling food, after touching trash, and after any break.
• Use tongs or gloves for all food handling. No bare-hand contact with food that will be served.
• Check expiry/freshness dates on all food items at the start of every shift. Remove anything expired.
• Allergen questions: if you do not know the answer with certainty, get the packaging or flag for the owner. Never guess.

Three-Week Training Track

Week 1: Learn by watching

New baristas shadow experienced staff. They watch every step, ask questions during breaks — not during service. The goal is to absorb the flow, the standards, and the culture before touching equipment.

Week 2: Practice with supervision

New baristas pull shots, steam milk, and build drinks under direct supervision. No drinks served to guests without a visual check until espresso and milk certifications are passed.

Week 3: Supervised independence

New baristas work their station with the Shift Leader available but not hovering. Certification happens at the end of this week if all skills are at standard.

Certification Checklist

Key Contacts

Medical Emergency

1. Call 911 immediately if anyone is injured, unresponsive, or in distress.
2. Send someone to the entrance to guide emergency services in.
3. Clear the space around the person calmly.
4. Do not move an injured person unless they are in immediate danger.
5. Contact the owner immediately: "Medical emergency at Shop 2214. 911 called."

Fire or Evacuation

1. Sound the alarm and call 911 if you see fire, smoke, or smell gas.
2. Announce calmly: "Attention everyone — we need to evacuate. Please exit through the front door immediately."
3. Account for all staff. Do not re-enter the building.
4. Contact the owner once everyone is safely out.

Hostile or Threatening Guest

1. Do not escalate. Keep your voice calm and even.
2. Verbally aggressive: "I understand you are frustrated. Let me get my manager." Contact the owner immediately.
3. Physical threat or contact: tell staff to move away, call 911, contact the owner.
4. After the situation resolves: document everything in Slack #issues.

Major Equipment Failure

1. Stop using the affected equipment immediately.
2. Log in Slack #issues with the specific behavior observed.
3. Contact the owner immediately. Do not attempt to diagnose or repair.
4. Communicate with guests calmly: "We are experiencing a brief equipment issue. Thank you for your patience."

Espresso Parameters

Base Menu at a Glance

Decision Tree at a Glance

Slack Quick Reference

• #ops — open, close, end-of-shift notes, 86 updates, inventory flags
• #issues — guest complaints, equipment problems, quality flags (acknowledge all)
• #team — culture, wins, non-operational
• Scheduling — always in Sling. Never in Slack.

Hiring Process

Application and screening

1. Instagram hires: applicants DM @groundsbhm with a short intro. Filter for voice, cultural awareness, and relevant experience.
2. Phone screen (15–20 min): confirm experience, availability, and genuine interest in Grounds specifically.
3. Working interview: one paid shift. Use the competency assessment rubric.

The offer

1. Verbal offer first. Confirm rate, hours, tip pool inclusion, and any review commitments.
2. Written offer within 24 hours: role title, start date, hourly rate, tip pool, schedule expectations, and any review language.
3. 48-hour window to accept.

Staff Handbook

Conduct

• Treat every guest and teammate with respect. Non-negotiable.
• Phones are not used at the bar or on the floor during service.
• Conflict with a teammate is handled off the floor, after service, with the Shift Leader or owner.

Dress Code

• Clean, presentable clothing. No visible tears, stains, or graphics that conflict with the brand aesthetic.
• Closed-toe shoes required at all times in the bar area.
• Hair tied back or covered when on bar.
• Grounds or basic. merchandise is always welcome and encouraged.

Disciplinary Protocol

• Step 1: Verbal conversation. Issue documented in a note kept by the owner.
• Step 2: Written warning. Staff member signs to acknowledge receipt.
• Step 3: Termination, or final warning with a clear improvement plan.
• Immediate termination: theft, violence or threats, harassment, willful destruction of property.

Tip Distribution

• Tips are pooled across all staff on shift and distributed based on hours worked.
• Distribution: total tips divided by total hours worked on shift, multiplied by each staff member's hours.
• Shift Leaders are included in the tip pool. Owners are not.
• Any discrepancy in tip amounts is reported to the owner within 24 hours.

Merchandising Standards

• Retail display is straightened and faced at opening and before close every day.
• Nothing is crooked, out of place, or missing its label or price.
• Products are grouped by category or brand, not randomly placed.
• Any display item that is damaged, soiled, or not presentable is removed and flagged in Slack #ops.
• Stock levels are checked at opening. Low stock is flagged in Slack #ops for the owner.

Selling Standards

• Baristas are expected to know what is on the retail floor.
• Pair coffee and retail naturally: "We carry craft chocolate bars — a dark bar works really well alongside the Americano."
• Never high-pressure sell. A single genuine suggestion is all that is needed.

Shopify POS

• All basic. retail transactions process through Shopify, not Toast.
• Select the correct product and variant before completing the transaction.
• Refunds: under $50 the Shift Leader handles. Over $50 goes to the owner.
• If Shopify is down or behaving unusually: do not process sales. Log in Slack #ops. Contact the owner.

Receiving Goods

• All deliveries are logged in Slack #ops: vendor name, items received, any discrepancies.
• Count items against the delivery note before signing off. Never sign for a delivery you have not checked.
• Any damaged, wrong, or missing items are photographed and logged in Slack #ops immediately.
• Delivered goods go to their designated storage location immediately.

Daily Sales Log

The Shift Leader records key data from Toast at the end of every shift and posts to Slack #ops.

• Total net sales
• Total transaction count
• Total comps and refunds issued, with reasons
• Any payment processing errors or voids

Cash Handling

• Count the opening cash drawer at the start of the shift. Record in the daily log.
• At close: count the drawer again. Any discrepancy over $5 is logged in Slack #ops and reported to the owner.

Reporting Cadence

What the Shift Leader Monitors

What the Shift Leader Does Not Do

• Does not place orders with any vendor.
• Does not contact Cala Coffee Co., Poppy & Peep, Recchiuti, Last Call Baking Co., or any supplier.
• Does not adjust par levels or reorder thresholds.
• Does not make decisions about what to stock, discontinue, or substitute.

Seasonal Menu Development

1. Creative direction: the owner develops the season's concept, name, and mood before a single drink is built.
2. Drink development: each drink is built around the season's flavor profile, milk selection, and syrup program.
3. Costing: each drink is costed before it goes on the menu.
4. Recipe documentation: every seasonal build is documented on the one-pager template before launch.
5. Staff training: the Shift Leader briefs all baristas on new builds before launch day. No drink goes on the board until every barista can make it correctly.

Seasonal One-Pager

The seasonal one-pager is a single document that lives alongside this OS. It contains all seasonal drink builds at the same level of detail as the base menu builds in Section 03. It is printed and posted at the bar every time the menu changes.

Seasonal Campaign Rollout Checklist

• Creative direction finalized: season name, mood, visual palette
• All seasonal drink builds developed, tested, and costed
• Seasonal one-pager written and formatted
• Syrups and specialty ingredients ordered and received before launch
• Shift Leader briefed on all new builds
• All baristas trained and certified on new builds before launch day
• Seasonal one-pager printed, laminated, and posted at the bar
• Instagram launch carousel created (minimum 6 slides)
• Launch day: new menu live in Toast. Old seasonal items removed from the board.
• End-of-season: old seasonal items removed from Toast. One-pager archived.