Matcha Kitchen Lisboa · for the bar team
Everything you do with your hands, in the order you do it. Two positions, not two ranks. If something here cannot be done on a real Saturday, tell Yulia — a rule nobody can follow makes every other rule optional.
During the busy hours the bar runs on two positions. They are jobs, not levels. Who takes which is set in the weekly plan and changes as skills grow.
Outside the peak there is one person on the bar. That person does both jobs and the rules below marked alone change.
Forty-five minutes, not eighteen. Prep is the long part; start with the machine so it heats while you do the rest.
The two-minute rule
Anything that takes under two minutes is done now. Spilled it — wipe it. Empty packaging — bin it. Ten of those during the day cost twenty minutes you never notice. The same ten left for the evening cost fifty, dried on, at the end of a long shift.
alone If there is a guest in the room, the control point waits. Do it in the first clear minute and note the real time.
Forty minutes. The first twenty happen while the door is still open, so anything that takes you out of the room — bins, toilet, stockroom — waits until 18:00.
Leaving after 18:20 more than twice in a week is not your problem to solve — tell Yulia, the plan is wrong.
Below three, work normally.
Order, pay, name — down the line, without waiting for drinks. Tickets go to the station in one batch. A guest who has paid stays. A guest who has not paid leaves.
"Three minutes." A named wait is half as long as an unknown one. Promising three and taking seven is worse than saying seven.
Even with both hands full. A person who has been noticed waits. A person who is ignored leaves in forty seconds.
The whole queue can see the order. Breaking it reads as unfairness.
No upselling while a queue is running. It slows the line and annoys everyone behind. Food sells from the display case and the screen in those hours, not from your mouth.
The minimum for anyone, however quiet: greet, name the wait, hand over by name. Silence in between is not a failure.
| Situation | What you do |
|---|---|
| A guest doesn't like the drink | Replace it, free, on the first request. Never judge whether they are right. Ask what exactly was wrong and write it down — three of the same answer in a week means the recipe, not the guest. There is no limit on this. |
| Allergy question | Read from the allergen sheet. Never from memory, never a guess. law |
| An item runs out | Tell Yulia immediately, not at the end of the shift. Offer the guest one specific alternative, not "choose something else". |
| Someone asks for a discount | We don't give discounts. You can offer something as a gift to settle a problem — write down what and why. |
| A guest films or reviews the place | Welcome. Show them our Instagram and ask for a tag. If other guests are in frame, politely ask them not to. |
| They ask for the complaints book | Hand over the Livro de Reclamações at once, no discussion. Tell Yulia the same day. law |
| An inspection arrives | Polite, calm, sign nothing. Call Yulia and Ivan immediately. law |
| Something breaks | Call Yulia. Don't try to repair the machine or the fridge yourself. |
| The till doesn't balance | Write the difference in the closing form and message Yulia that evening. |
| Someone threatens a bad review | Don't argue. Fix what you can, then tell Yulia straight away so the reply is ready before the review is. |
| Franchise or partnership questions | Yes, we are building one. Give Yulia's contact. Don't discuss terms or numbers. |
Red cloth never comes behind the bar. Cleaning products never go into a drinks bottle — not for five minutes, not with a label written on. These are the two things inspectors find first and the two things that actually make people ill.
Toilet rota is on the wall and everyone is on it, Yulia included. Full clean at opening and at closing; a sixty-second check at each control point. It is never assigned as a punishment — if that ever happens, go to Ivan directly.
Bad tools are not your problem. Broken mop, torn gloves, no cleaning product — that is Yulia's, same day. Cleaning badly with bad equipment is the fastest way to hate the job.