Number one tip: use the playbuilder app on the iPad. Then if anything is "wrong" you can pull it up and say 'how can I better flex the floor based on the channel mix for this day part?'.

Always put your strongest partner in the best place. Let other supervisors develop baristas on their shifts. Always for you it's 'aces in their places'. (All of these Starbucks buzzwords will help protect you from your SM)

Finally: really try to not take it personally. Even if you are perfect your manager has to criticize you. Jobs don't actually believe in you they always want 110%

Maintain customer focus

A primary indicator that a play is successful is when partners are able to maintain customer focus. When partners are unable to maintain customer focus, it is a definitive signal that a play is unsuccessful.

Visual indicators that there are obstacles preventing partners from maintaining customer focus include the following:

Partners in planted positions are leaving their station (e.g., Register, Drive Thru)
Partners in production positions unable to engage with customers (e.g., bar baristas unable to connect while making beverages)

Clarify roles

In a successful play, each partner has a clear understanding of what they are responsible for and what routines they are working in. Clearly assigning partner responsibilities will reduce confusion and enable the partner and customer experience​.

Visual indicators that roles are unclear within the play include the following:

Multiple partners are doing the same job (e.g., multiple partners are brewing coffee)
There is regular communication between partners about who will be doing tasks (e.g., partners are asking who is going to help at CBS or clean the cafe)

Work in routine

A key component to a successful play is partners working in routine. Working in routine enables partners to work in a safe and effective manner to deliver high-quality products at a quick and consistent pace.

Visual indicators that partners are not working in routine include the following:

Orders are not handed out at a consistent pace
Partners are not working on two items at a time
Machines are sitting idle
Partners are leaving their station(s)

Stay balanced

In a successful play, work is balanced between partners – ensuring no partner is required to work harder than another—and customers have a consistent experience across the store.

Visual indicators that a play is out of balance include the following:

Partners at some stations are working hard to keep up, while partners at other stations have idle time
A long queue exists in only one area of the store
Reduce motion

Unnecessary motion is a sign of wasted movement and, often, a lack of role clarity or organization at a station. Unnecessary motion takes baristas away from planted positions, reducing time spent connecting with customers.

Visual indicators of unnecessary motion include the following:

Significant partner movement
Numerous partners (rather than only a few support partners) are moving throughout the store and from station to station
Partners are gathering product from the backroom outside the assigned Station Restocks
Partners are bending, reaching or stretching for items that could easily be made more accessible
Reduce waiting

When there are bottlenecks of customers, cars or orders, there is an opportunity to improve and reduce wait time.

Visual indicators of excessive waiting include the following:

Customers are waiting at the DT window, hand-off plane or register
Partners are waiting for orders produced at another station
Cups, bags or labels are waiting
Machines are not being fully utilized

Good luck :)

Use play builder on the iPad. Aces in their places for peak. Always put yourself in a support/flexible position so you can check in with everyone throughout your shift.

Eventually you’ll figure out where your partners excel and that’s where you’ll know to put them during peak.

Don’t worry about it too much, just accept feedback with an open mind and use any pointers other shifts or your SM give you. Remember that they want to see you succeed not put you down.

Does your store consistently use playbuilder? If so you can go back and look at the last week's plays and ask which ones were seen as being successful to have a frame of reference. If not ask the other shifts what they do. The shifts in my store regularly talk about what we're going to do. Sometimes it's just we need to get the new person more bar time, when do you think we can fit it in, or this is what i have for peak tomorrow, how would you make this work? We help each other out so the store runs as smooth as possible.


If I have a bunch of strong partners, I'll give options, do you want to be on bar or oven? Or who wants to be on least desirable position today? I don't let it be a free for all, as one it creates hard feelings if everyone wants to be in a certain position or no one wants to be someplace and two, people will think they're aces when they're not.

I usually make myself either CS or Handoff for peak. If we're really short staff, I'll usually do oven to I can keep an eye out on everything. Some people place themselves on Reg, but get too focused there. If I'm the only strong bar person, I know it's going to be a bad day.

Play builder is a good reference guide but nothing will replace asking your partners where they would like to be. Communication is key for success, your partners should be communicating with you where they feel they can be most effective

I think there was something to say about deploying weaker and newer Baristas on bar though because if not they never learn and then you're strong Baristas who bar all the time get pissed and quit. I've seen it happen at my store, we used to call them bar slaves.

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