Grind Experience 2025

At Grind, we don’t just pour great coffee — we deliver unforgettable experiences. Every guest. Every time.

These service standards are how we bring our mission to life. When we live these every day, we don’t just serve people — we connect with them, build loyalty, and create spaces they want to return to, again and again.

Efficient, High-Quality Service

“Speed and precision. Every second counts. Every cup counts more.”

  • Serve with pace and purpose — never rushed, always focused.

  • Know your menu inside out and backwards. Recommendations should feel confident, not rehearsed.

  • Every order, every time — accurate, consistent, crafted with care.

  • Anticipate queues and act before they build. Keep the line moving, the energy up, and the experience seamless.

We’re only as fast as we are polished. We move quickly, but we never cut corners.

Create Memorable Guest Experiences

“We don’t do transactions — we do connections.”

  • Smile first. Say hello first. Always.

  • Use names when you know them. Make eye contact. Make it personal.

  • Celebrate small moments — a compliment, a kind word, a quick chat or even a little treat on the us.
    These are the moments that make people come back.

  • Go above and beyond when the moment calls for it — a guest drops their drink? Remake it, no questions asked. It’s not “policy,” it’s just good service.

We’re not aiming for “satisfied.” We’re aiming for “I’m coming back — and I’m telling my friends.”

Anticipate Guest Needs Through Engagement

“Talk to people. Listen well. Learn what they love.”

  • Notice the details — body language, repeat orders, dietary needs.

  • Ask questions and make recommendations like you actually care (because you do).

  • If someone’s been waiting too long? Check in before they have to ask.

  • If a regular walks in? Start their order without them saying a word.

  • Stay present, even in the rush. People remember how you made them feel.


Great service is expected - great Hospitality is remembered

Build Relationships, Not Just Orders

“Every guest is a regular in the making.”

  • Ask & learn names, orders, routines — and show them that they matter.

  • Create space for conversation. Not every guest wants to chat — but many do.

  • Recognise returning guests and acknowledge them. Even a simple “Good to see you again!” goes a long way.

  • Encourage a culture of hospitality across the whole team — back of house, front of house, everyone contributes.

People come for people, at Grind - we are those people!

Create a Feedback-Positive Culture

“Great service isn’t perfect — it’s responsive.”

  • Invite feedback — with your words, your body language, your vibe.

  • Take every comment seriously, whether it’s glowing praise or tough love.

  • Never take it personally — take it professionally.

  • Apologise sincerely, solve quickly, follow up where needed.

  • Share learnings with your team. What helps one person improve, helps us all improve.

When things go wrong, we make them right. That’s how trust is built.


This is Hospitality, the Grind way.