Chapter 1
Our Barista Promise
The quality contract that keeps every customer coming back.
Love your beverage or let us know. We’ll always make it right.
— Our Barista Promise · FY25 Beverage Resource ManualWhat the Promise Means
Our Barista Promise is our quality contract with our customers. It gives them permission to try something new, without risk. YOU are the reason our customers return — it is your ability to make every moment right that keeps them coming back.Service Recovery — The L.A.T.T.E. Model
L
Listen
▼
Listen without interrupting. Let the customer fully express their emotions. Do not jump to solutions — they need to feel heard first. This is the most important step.
A
Apologize
▼
Apologize without condition — never make excuses or place blame. “I’m sorry that happened” is always appropriate. An unconditional apology acknowledges the customer’s experience.
T
Take Action
▼
Take action quickly. Remake the beverage, offer a replacement. Speed of recovery matters — a fast resolution often leaves the customer more satisfied than if nothing had gone wrong.
T
Thank
▼
Thank the customer for giving us an opportunity to make it right. They trusted us enough to speak up — that deserves genuine gratitude.
E
Ensure Satisfaction
▼
Watch customer cues after taking action. If still not satisfied, ask: “What can I do to make this right for you?” Don’t assume — confirm it.
Sampling Standards
1
Prepare According to Recipe
Always prepare sampling beverages to standard — never take shortcuts with samples.
2
Serve in 4 fl oz Sample Cups
Divide into sample cups and complete the beverage if applicable. Share at the hand-off plane or Drive Thru window.
3
Give Beverage Name & Description
Always state the beverage name as you hand it out — especially critical for samples containing potential allergens (soy, almond, coconut).
4
Never Serve Directly to Children
Samples must be handed off to a parent or guardian. All stores must have coffee presses ready to sample brewed coffee.
Starbucks Delivers — Key Guidelines
Steam All Milk-Based Hot Beverages Extra Hot
▼
For delivery orders, always steam milk-based hot beverages extra hot so they arrive at an acceptable temperature for the customer.
Hot & Cold Beverages in Separate Bags
▼
Always keep hot and cold beverages in different bags to maintain temperature integrity. Use Hot Delivery Lids for all hot beverages. Do not top hot beverages with whipped cream unless the customer specifically requested it.
Seal All Food & Beverages
▼
Seal all food and beverages in their respective bags. Once sealed, the bag should not be opened until received by the customer.
Chapter 2
Shelf Life Standards
Fresh ingredients ensure quality and food safety at every moment.
Three Core Rules
1. All products must be within shelf life. 2. Rotate using FIFO (First In, First Out). 3. Multi-day products must be labelled with shelf life when opened.Coffee & Tea
| Product | Shelf Life |
|---|---|
| Brewed Coffee | 60 minutes · Do not let serving temp fall below 71°C |
| Cold Brew (Concentrate + water) | 7 days refrigerated |
| Cold Brew for Cornelius | 3 days refrigerated |
| Espresso Shot | Use immediately |
| Frappuccino® Roast | 48 hours unrefrigerated |
| Ground Pure Matcha Powder | 7 days, ambient |
| Teavana® Chai Concentrate | 5 days refrigerated / 24 hrs unrefrigerated |
| Teavana® Iced Tea Concentrate | 12 hours unrefrigerated · Do NOT refrigerate |
| Whole Bean FlavorLock™ / 5 lb bullets | Opened: 7 days (today’s date + 6) |
| Pre-ground Cold Brew Blend | Unopened: see package · Opened: Use immediately |
Milk & Non-Dairy Products
| Product | Shelf Life |
|---|---|
| Milk, Cream, Whipping Cream (opened) | 2 days refrig. / 30 min max unrefrig. at or below 5°C (41°F) |
| Oatmilk | Opened: 5 days refrigerated |
| Soymilk | Opened: 3 days refrigerated |
| Coconutmilk | Opened: 7 days refrigerated |
| Half-and-Half (prepared) | 24 hours refrigerated |
Sauces, Syrups & Toppings
| Product | Shelf Life |
|---|---|
| Caramel Sauce / Dark Caramel Sauce | 14 days ambient |
| Dark Mocha Sauce / Mocha Sauce | 7 days ambient |
| Frappuccino® Drink Bases | 30 days ambient |
| Starbucks® Flavored Syrups | 30 days ambient |
| White Chocolate Mocha Sauce | 14 days ambient |
| Strawberry Sauce | 14 days refrigerated |
| Sugar Cane Syrup | 30 days ambient |
| Honey Red Grapefruit Sauce | 24 hours ambient |
| Whipped Cream / Vanilla Sweet Cream | 24 hours refrigerated |
| Lemonade | 7 days refrigerated |
| Coffee Jelly | 2 days refrigerated |
| Frappuccino® Chips / Dark Mocha Powder | 7 days ambient |
| Pomegranate Pearls | 8 days refrigerated |
| Dried Strawberry / Mango Dragonfruit Inclusion | 3 days unrefrigerated · wrap with cling wrap end of day |
| Signature Hot Chocolate Premix (hydrated) | 48 hours refrigerated |
Condiment Items — Tap to Expand
🌿
Cinnamon
7 days in shaker
7 days in shaker / 5 months bulk packaging. Follow whichever date comes first.
🍫
Cocoa/Mocha Powder
7 days in shaker
7 days in shaker / 3 months bulk packaging. Follow whichever date comes first.
🍇
Nutmeg
7 days in shaker
7 days in shaker / 5 months bulk packaging. Follow whichever date comes first.
🍬
Sugar (bulk)
7 days in shaker
7 days in shaker / 6 months bulk packaging. Follow whichever date comes first.
🌸
Vanilla Powder
7 days in shaker
7 days in shaker / 4 months bulk packaging. Follow whichever date comes first.
Chapter 3
Beverage Orders & Customization
Identification, calling standards, cup sizes, and charging guidelines.
Cup Sizes
SHORT
Short
8 fl oz · Hot only
TALL
Tall
12 fl oz · 355 ml
GRANDE
Grande
16 fl oz · 473 ml
VENTI
Venti
20 fl oz · 591 ml
Beverage Calling Order
1
Number of Beverages
One
2
Type of Cup (Iced / Personal / For Here)
“To go” hot cup
3
Decaffeinated
Caffeinated
4
Shot Quantity & Type
Per beverage recipe
5
Cup Size
No default
6
Syrups / Sauces
Default to recipe
7
Milk
Whole Milk (or default to recipe)
8
Customizers
No default
9
Beverage Name
Default to beverage name
Customization & Charging
Acknowledge that the beverage is not on our regular menu and let the customer know we have many ways to customize beverages — so you can help them find what they are looking for.
— FY25 Beverage Resource ManualWhat Customers Are Charged For
▼
Each additional espresso shot above standard recipe · Each additional Frappuccino® roast pump above standard · Plant-based milk substitution · Alternative milk and heavy cream as creamers (per 2 oz, up to 4 oz) · Adding more than 118 ml whole milk, nonfat or breve to water-based beverages.
When Extras Are NOT Charged
▼
Syrups, sauces, or dry inclusions already in the recipe are not charged as long as the additional amount does not exceed 2× the original recipe quantity. Mocha drizzle, whipped cream, and chai concentrate already in the recipe are not charged for the standard addition.
Sweetness Variation Requests
▼
Less Sweet (Sugar Cane Syrup beverages): Reduce Sugar Cane syrup by 1 pump. Cup mark: V/LS.
Not Sweet: Zero pumps of Sugar Cane Syrup. Cup mark: V/NS.
Frappuccino® Blended: Less Sweet = use Light Frappuccino® Drink Bases (e.g., CFL, MFL).
Not Sweet: Zero pumps of Sugar Cane Syrup. Cup mark: V/NS.
Frappuccino® Blended: Less Sweet = use Light Frappuccino® Drink Bases (e.g., CFL, MFL).
Chapter 4
Espresso Beverages
Shot standards, timing, the three layers, and beverage routines.
The perfect shot is dense and caramelly sweet. Learning to taste and evaluate shot quality takes time and practice.
— FY25 Beverage Resource Manual · Espresso BeveragesThe Three Layers of a Perfect Shot
45 ml
CREMA
BODY
HEART
Mastrena® II
60 ml
CREMA
BODY
HEART
La Marzocco
Reading Your Shot
C
Crema
Foamy, light-brown top. Source of much of the sweetness. Indicates a fresh, well-extracted shot.
B
Body
Middle layer. Contains the majority of espresso flavor compounds.
H
Heart
Dark brown base. Most concentrated layer — anchors the entire beverage flavor.
Shot Terminology
Single
Solo
1 espresso shot
Double
Doppio
2 shots (standard)
Triple
Triple
3 espresso shots
Quad
Quad
4 espresso shots
Short Shot
Ristretto
Less water, same coffee. Sweeter, more intense.
Long Shot
Lungo
More water — higher volume, more diluted.
Decaf
X
Decaffeinated espresso
Half Decaf
½ X
Half regular + half decaf
Shot Timing Guidelines
Mastrena® II — Shot Timing
▼
Pull five sets of double shots. Look for the star symbol to indicate shots are within standard. If outside standard, pull five more double shots. If the problem persists, consult the Store Cleanliness and Equipment Maintenance Manual.
La Marzocco — Shot Timing (18–23 seconds)
▼
Time shots every 15 minutes. A good shot looks like “honey dripping from a spoon” with 3 clear visible layers.
Fast pour (<18 sec): Grind too coarse / tamp too low → adjust grind finer.
Slow pour (>23 sec): Grind too fine / tamp too high → adjust grind coarser.
Fast pour (<18 sec): Grind too coarse / tamp too low → adjust grind finer.
Slow pour (>23 sec): Grind too fine / tamp too high → adjust grind coarser.
Espresso Beverage Routine (Mastrena® II)
| Major Step | Key Points | Reason Why |
|---|---|---|
| Steam Milk | Follow the milk steaming routine | To ensure quality |
| Queue Shots | Press the appropriate shot button. Capture shots in cup or shot glasses. | Ensure flavor · Capture crema · Create beverage to standard |
| Add Syrup | Add syrup after queuing shots. Dispense full pumps (all the way down and all the way back up). | Reduces wait time · Produces consistent flavor |
| Finish & Connect | Pour milk into cup. Add any ice/toppings. Deliver to customer. | Create quality beverage · Elevate customer experience |
Quality Check — 3× Daily Minimum
Partners must verify espresso quality three times daily, minimum — before peak, mid-shift, and after peak. All partners on shift must taste espresso once per shift. Taste from a demitasse cup — not from the shot glass.Chapter 5
Dairy & Non-Dairy Products
Steaming standards, temperature control, cold foam, and whipped cream.
Milk Steaming Temperatures
Kids’ Temperature
Use a calibrated thermometer always for children’s beverages
54°C / 130°F
Warm Temperature
Lower than standard adult serving temperature
60°C / 140°F
Regular Temperature ✓
Default for all adult beverages unless otherwise requested
66–77°C / 150–170°F
Do NOT Serve Above ⛔
Discard immediately · Never steam above 90°C / 195°F for barista safety
90°C / 195°F
Milk Steaming Routine
| Major Step | Key Points | Reason Why |
|---|---|---|
| Pour Milk | Measure to beverage size using lines on pitcher | Reduces waste and steaming time |
| Aerate Milk | Fully submerge steam wand. Tilt pitcher so wand tip doesn’t touch the bottom. Open steam to “auto.” Slowly lower pitcher until you hear a paper-tearing sound. Aerate 1–3 seconds (6–8 sec for cappuccino). | Ensures large bubbles are not created · Creates quality microfoam |
| Steam Milk | Set pitcher down. Angle steam wand toward machine to create whirlpool while milk steams. Milk should steam quietly. | Frees hands · Allows whirlpool to create creamy, dense foam |
| Sanitize Wand | Remove pitcher. Wipe steam wand, then exhaust for two seconds. Keep wand angled out. | Removes residual milk · Prevents clogging |
| Groom Milk | Gently tap on counter and swirl the pitcher. | Removes bubbles · Creates shiny, wet-glossy-paint consistency |
Critical Standard — Never Re-Steam
Do not add fresh milk to steamed milk. A fresh pitcher must be steamed for each beverage. Milk is never re-steamed. Steamed milk that falls below 66°C (150°F) must be discarded immediately.Cold Foam — Tap to Expand
C
Skim / Nonfat Cold Foam
Pour skim milk to 150 ml line (some recipes 100 ml — follow recipe). Add syrup if applicable (2 full dose pumps). Blend using button #4. Leave 2 cm of room in beverage and finish with Cold Foam.
V
Vanilla Sweet Cream Cold Foam
Pour Vanilla Sweet Cream to 100 ml line. Blend using button #4. Leave 2 cm of room in beverage and finish by topping with Cold Foam.
!
What NOT to Add
Powdered inclusions are not recommended — the blender blade may not dissolve them. Frappuccino® chips and Refreshers fruit inclusions are also not recommended as the blade does not break up the pieces.
S
Cold Foam Standards
Ensure the cold foam blender pitcher is well drained before use — excess water impacts quality. Ensure dairy is cold before using. Stores must have at least two cold foam blender pitchers in stock at all times.
Non-Dairy Guidelines
Oatmilk
▼
Not a creamer — never give out as a creamer. Pre-chill 4 hours prior to use. Once opened, keep refrigerated (5 days). Oatmilk separates — shake well before each use. Aerate 1–3 seconds for consistent foam.
Coconutmilk
▼
Not a creamer — never give out as a creamer. Pre-chill 4 hours. Once opened, refrigerate (4 days OraRi / 7 days SunOpta). Coconutmilk separates — shake well before each use. Aerate 1–3 seconds.
Soymilk
▼
Pre-chill 4 hours prior to use. Once opened, refrigerate (3 days). Aerate 1–3 seconds for consistent foam.
Alternative Milk Stickers
▼
Use dedicated alternative milk stickers (Soymilk, Coconutmilk, Oatmilk) on cups with alternative milk orders to ensure accuracy at hand-off.
Chapter 6
Brewing & Cold Beverages
Brewed coffee standards, cold brew, Nitro, blended beverages, and tea.
Brewed Coffee Key Standards
Hold Time: Discard coffee more than 1 hour old. Minimum Serve Temp: 71°C (160°F). Quality Check: Taste brewed coffee once daily minimum — before or after peak.BUNN® Digital Brewer Recipe
| Batch Size | Coffee Weight | Spray Over Volume | Brewed Yield |
|---|---|---|---|
| Quarter Batch | 120 g (0.26 lb) | 1.3 L | 1.2 L · 2 Grandes |
| Half Batch | 168 g (0.37 lb) | 2.8 L | 2.5 L · 5 Grandes |
| Full Batch | 255 g (0.55 lb) | 6.0 L | 5.4 L · 11 Grandes |
Cold Brew Procedure (Toddy Brewer)
1
Prep & Grind
Wash hands and put on food service gloves. Open the filter, folding the top 5 cm (2 in.) over, and place into the dry Toddy Brewer. Fill with ground Cold Brew Blend per recipe.
2
Fill
Pour 7L (full batch) or 4.5L (half batch) of cold filtered water into the filter, ensuring all grounds are wet. Tie the filter string in a knot, leaving 6–10 cm (3–4 in.) at the top.
3
Brew
Pour remaining water on top of the closed filter. Cover with lid. Date code. Brew unrefrigerated for 20 hours. Do NOT move the Toddy Brewer — agitation causes over-extraction and impacts quality.
4
Dispense
Transfer concentrate into plastic 2L pitchers or storage cubes. Label: 7 days refrigerated. Dilution ratio: 1:1 concentrate to cold water.
5
Wash & Sanitize
Always wash and sanitize the Toddy Brewer before the next batch. Refer to the Cold Brew Toddy Brewer Equipment Maintenance Manual.
Blended Beverage Routine
| Major Step | Key Points | Reason Why |
|---|---|---|
| Pump Coffee | Dispense full pumps into cup. Skip for Blended Cream beverages. | Consistent coffee flavor |
| Pour Milk | Measure to the lower line on the cup | Consistent texture |
| Pour Cup Contents | Empty all cup contents into blender pitcher. Set the cup near the blender. | Fully incorporate ingredients |
| Add Flavor & Ice | Dispense full pumps into blender pitcher. Add one level ice scoop. | Consistent flavor and texture |
| Pump Base | Dispense full pumps into the blender pitcher | Consistent flavor and texture |
| Blend | Close the blender shroud. Press button #1. | Safety + quality and speed |
| Finish & Connect | Include toppings, secure lid. Deliver to customer. | Consistent flavor and experience |
| Clean Up | Take blender pitcher to rinse sink. Use the Blender Pitcher Rinser (BPR). | Reduce motion · Save water |
Tea Steeping Times — Tap a Type
White Tea — 3 Minutes at 80°C / 176°F
Varieties: Youthberry Tea
The least processed of all teas. Steep for 3 minutes. Sachets per size: Tall = 1, Grande = 1, Venti = 2.
Green Tea — 3 Minutes at 80°C / 176°F
Varieties: Emperor’s Clouds & Mist, Mint Citrus Tea
Minimally oxidized. Steep for 3 minutes. Sachets: Tall = 1, Grande = 1, Venti = 2.
Oolong Tea — 7 Minutes at 80°C / 176°F
Varieties: Zen Clouds Oolong Tea
Partially oxidized — sits between green and black tea. Longest steep time at 7 minutes. Sachets: Tall = 1, Grande = 1, Venti = 2.
Black Tea — 5 Minutes at 80°C / 176°F
Varieties: Black Tea, Golden Monkey Tea, English Breakfast Tea, Earl Grey Tea
Fully oxidized — the most robust tea type. Brew for 5 minutes. Sachets: Tall = 1, Grande = 1, Venti = 2.
Herbal Tea — 5 Minutes at 80°C / 176°F
Varieties: Hibiscus Tea, Chamomile Tea, Mint Blend Tea
Tisanes from botanicals — not from Camellia sinensis leaves. Steep for 5 minutes. Sachets: Tall = 1, Grande = 1, Venti = 2.
Chapter 7
Appendix & Reference Guides
Beverage ID codes, pump volumes, lid standards, and allergens.
Beverage ID Codes — Syrups
AAlmond
BSBrown Sugar
CCaramel
CACascara
CHChai Concentrate
HHazelnut
RRaspberry
SCSalted Caramel
SUSugar Cane
LSLess Sweet
NSNot Sweet
Beverage ID Codes — Sauces
CASCascara Sauce
DCRDark Caramel
DMODark Mocha
MOMocha Sauce
WMOWhite Mocha
RGSHoney Red Grapefruit
STStrawberry
Beverage ID Codes — Milk
NNonfat (Skim)
WWhole (Full fat)
SSoy
COCoconut
AAlmond
OOatmilk
BBreve (half-and-half)
HCHeavy Cream
%2% Lowfat
Beverage ID Codes — Customizers
CFCold Foam
WCWhipped Cream
XHExtra Hot
KKid’s Beverage
DDry
H2OWater
VSCVanilla Sweet Cream
POMPomegranate Pearls
CJCoffee Jelly
CRCaramel (topping)
NUTNutmeg
CHIPFrappuccino® Chips
TOPNo Topping
UUpside-down
XExtra (before code)
BLx2Double-blended
Pump Volume Reference Guide
Espresso Bar Mocha Sauce
15 ml
0.5 fl oz per pump
White Mocha Sauce
15 ml
0.5 fl oz per pump
CBS Mocha Sauce
7.4 ml
0.25 fl oz per pump
Chai Concentrate
20 ml
0.67 fl oz per pump
Frappuccino® Roast
13 ml
0.44 fl oz per pump
Strawberry Sauce
20 ml
0.67 fl oz per pump
Dark Caramel Sauce
8.5 ml
0.29 fl oz per pump
Calibration Check — Target: 60 ml (2 fl oz)
Chai Concentrate / Strawberry Sauce = 3 pumps · Espresso Bar Mocha / White Mocha = 4 pumps · CBS Mocha = 8 pumps · Frappuccino® Roast = 5 pumps · Dark Caramel Sauce = 7 pumps. Discard sauce or concentrate after calibration.Cold Beverage Lid Standards
Strawless Lid
Iced espresso & coffee · Iced teas & Refreshers · Iced beverages with Cold Foam · Beverages with inclusions/jellies
U-Cut Dome + Straw
Iced & Blended beverages with whipped cream
Strawless + Straw on Request
Blended beverages without whipped cream
Strawless Lid Only
Nitro Cold Brew — always strawless, never with a straw
Major Food Allergens
All major food allergens may be present at Starbucks. Because the same steam wand, pitchers, and rinsers are used to prepare all milks, beverages are not guaranteed to be allergen-free.
🥘 Milk
🥘 Eggs
🌾 Wheat
🫘 Soy
🥜 Nuts
🐟 Fish
🦀 Shellfish