This is our Livingstone manual – a guide about our values and everyday work as an employee at Livingstone. You might already know such manuals from your previous employments. It is a description of how we operate the restaurant in order for new and  old employees to have a common ground for the work we do and the values we cherish. When you are hired at Livingstone you will have to study this manual and pass an exam.

The manual also has an index when you have questions in your daily work.

Dear staff member

at Livingstone,

Our values

 

Our business is value-based and this is who we are

 

Our values mean a lot to us. Livingstone is not just a restaurant. Livingstone is a big part of many people’s lives. Both our owners, staff, our returning guests, our trade partners, and our neighbors. We don’t believe in making a business without everyone being happy and we believe our business will flourish if we strive to make everyone so.

 

We are all about people, with people, and for people. Most of all we believe our employees are team players. No one is worth more than another. We employ people with big hearts and big smiles but small egos. Big egos do not belong in this industry. We employ people who say more ‘we’ than ‘I’.

This is who we are

01

We want staff who are taking responsibility as a team and as an individual. We don’t blame others but are openly curious. When a mistake happens, we want to find out why and how, since we believe we can change things for the better only from learning but not from blaming. Management does hire, make plans, and train people, we, therefore, believe management always is responsible if things go wrong and they study and correct such. We believe customers' complaints are gifts which makes us able to do even better and complaints are received as gifts (with a thank you).

We protect our employees and guests against bad. We don’t tolerate sexism or racism neither words nor behavior and everyone in Livingstone will act against such.

02

We don’t criticize without coming with a proposal for a solution and we never talk bad  about others

 

We believe in karma. You will get in return what you are giving. The more you give, the more you get.

 

We lead by recognition and encouragement. We love positive attitudes, curiosity, and willingness to learn.The whole team must be able to give daily recognitions to different colleagues.

 

There is something positive to say about every situation good or bad.

03

We cherish human and cultural differences and see these differences as one of our main assets. We value our staff not by religion, culture or political views, but by their ability to work together as a supportive team who strive to be one of Copenhagens best places to visit for brunch and dinner. David Livingstone whom we are named after, lived by this value.


We want our restaurant to be clean, beautifully organized and cozy. From a financial income perspective this probably does not mean much, but we just like things to be nice because we spend a lot of our time here and care about beauty.


We want to leave the smallest possible impact on nature. We are in no way thinking we do a fantastic job. Not yet. We are working on it. We implement organic grown items, we implement more greens, we sort our waste. We admit we still have a long way to go.

You are welcome to email us with any ideas or good suggestions

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Relaxed ambient, friendly service.

We do not have white tablecloths. We do not pour wine for the guest. We do not have a deep understanding of wines (the customer can read about them on the wine card). Still, our service is fresh, friendly, homey, accommodating and relaxed. All our employees say both hello and goodbye when guests enter and leaves, and we are constantly aware of their needs.

The atmosphere
The atmosphere in the café is something YOU are part of creating.

Sound
We are careful with glasses and cutlery making noises, loud internal communication between the waiters and background music. All of this needs to be adjusted to the actual atmosphere in the cafe.

Lighting
We make it cozy. All of our lamps are on a fixed light setting (lowest possible). They are never turned off. They are LED and has a very low energy consumption. Lights in the kitchen area are turned off when the café closes at night. We put lit candles on all tables on all dark days and in the evening. If very few guests, we just lit a few candles, but always 3 at the bar desk next to the cashier.

Cleanliness
How the restaurant looks means a great deal to us. Anything from table setting, service, dishwashing, the outdoor area, toilets and anything else must be nicely cleaned and organized on a continues basis. This also mean that private stuff and things which does not belong to the decoration (plastic containers, wiping cloths and detergents) should not be visible to the guests.

Clothing and personal appearance
A firsthand impression is made in less than 10 seconds. Our waiters always say hi with a smile as soon as the guest enters the café. This is also why all employees are well dressed and look presentable. Your appearance must tribute positively to the atmosphere. Next to the changing room are aprons and working shirts which you must use.

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Most of the furniture and furnishings are from different places in Indonesia. It is handmade to order and probably built, collected and painted on the ground in a small house in a Balinese village.

The shutters in room #2 have once been sitting on the windows of houses in Indonesia, to create shade in the small homes. The ceramics in the form of our bowls and plates are mostly handmade.

The atmosphere at the café must reflect the decor. It is nice and relaxed, so everyone feels comfortable. Visiting us should be like a small travel in itself.

Discovery and authenticity
 

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Shop

All goods on the shelves need price tags. Stickers can only be
put in the bottom of items.

If you are in doubt of any prices call Jostein. 20425099.

Livingstone stories

Here are some stories about the many great decorations which is the framework of Livingstone. 

We should all know the stories behind the beautiful surroundings we serve in, so we can tell the guests who are interested.


Why "Livingstone"?
Dr. David Livingstone was a real globetrotter and missionary who travelled in Africa late 1800.
 

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Design
We have been helped by a Danish designer John Dick, former manager at Skjalm P. He lived in Bali and has given us a lot of good advice and tips on how the interior could be. He is a passionate soul who spent several hours talking about how the decor should feel and look without ever having seen the rooms. Imagine a man with eyes closed, big devastating arm movements and a philosophical look. Yes, you know what I mean. "The walls must be grey, but not too grey, you know ..." he expressed philosophically - Fun, finite personality, a very creative soul.

Premises
In the past the rooms have been used for engineering offices, a shady massage clinic, hairdresser, tattooist. Now it seems like the location has found its right form as a restaurant.

Doors decorating the bar front
All the doors decorating our inside bar are old doors we found in the basement. Earlier they were used in the old apartments.

Lamps
They originate from the island of Sumba in Indonesia and are made according to an old local technique. They are all handcrafted in metal wire and are available in copper, brass, and silver. They are all for sale in our store.

Furniture
They are designed and manufactured in Indonesia. They are made of beautiful teak wood.

Desktop (bar)
Oakwood from the Sorø forests. We found a small local sawmill who had the large planks lying around. They were sawn up and are now serving as our rustic bar top.

Doors
The door to the bathrooms and to room # 2 originate from an ancient railway in Indonesia. These are the old sleepers. The wood is not impregnated, because it is made of very hard and oily wood.

Stone in show kitchen
These are originally floor tiles used in local houses in Java, Indonesia. The color has its own little story; they are burned in a brick oven. They get the special color by turning down the oxygen supply - called reduction. This gives them the dark color (the flamed grey / black colors) - and not the red as normal bricks.

Cushions
Coming from one of Jostein's friends in India, who has a leather work-shop.

Sales rack
All of our decor is designed by the owners. A bookshelf in the cafe is filled with items from the many travels. The goods in the shelves are partly the things we use in the operation of the cafe and partly things the owner finds around the world on their many travels. Things should have individual prices on them. You punch them ONLY into the pos system under SHOP.

Sink at the toilets
These are carved out from river stones.

Ceramics
We have designed some of the great ceramics together with an Italian designer in Ubud, Bali. All ceramics are our own, and there has been a lot of work, energy, and nursing in the whole process. It's all hand-drawn and contains volcanic ash. True, the ceramics are actually made from volcanic material from a mountain side in Indonesia. This can be seen in the pottery (the small black grains).

Craftsman
The art, which is displayed in the windows and around the cafe, is gathered from around the world. Among other things old Chinese Jars, previously used for Soy sauce. They were found on Sumatra in Indonesia but were actually imported from China into Indonesia - namely with soy sauce. People became so fond of soy sauce because of the jars and their storage possibilities. They have been used for many generations and therefore have a great patina look.

Kitchen amulets
The small figures were found at Sumba in Indonesia. They make sure food from the kitchen is good and healthy.The shutters on the wall in room #2 are collected from old wooden houses on Java (which are now being converted into concrete houses).

Floor tiles
The floor tiles in women’s bathroom are handmade cement flooring with patterns popular around 1910.

Our hiring process

You will get a mentor once you are hired. This mentor you can call anytime and ask anything.
The mentor will also help train your basic skills. We are focused on giving you the best experience during your
training period, so you feel comfortable at work both the co-operation with your colleagues as well as the job tasks. 


We work with six phases in the introduction to waiters:

1. Interview
When you are invited to an interview with the manager we want to know about you, your experiences and values. We also talk about our expectations and what we can offer. At the same time, it is important for us to get an insight into your expectations and what you expect from working with us.  During the talk you will be introduced to the café.  At the same time, you will get a tour of the cafe.

In the end of the conversation we mutually decide whether we should go on to a trial shift.

 

2. Trial Shift
Trial shift could very well be a weekend where its busy so we can see how you work during a busy time. During your trial shift you will get a short introduction to the job and then work wit basic things like, receiving guests, passing food, cleaning tables. If you already know how, we will ask you to make coffee or punch in an order if you know the system. Trial shifts are paid if you are hired, but not paid if we will discontinue the hiring process.

3. Two weeks trial period
Your first real shift will be on a weekday. It is a paid shift. Here you go through following:
 

•    Access to t-shirts and aprons
•    Full tour of the restaurant.
•    Your first meeting with the guests.
•    Learn/brush up basic routines and workflows
•    Go through the to-do lists
•    An intro to our cash register, credit card machines, and other systems. 
•    A conversation where we will talk and decide on the following steps.
•    Table numbers
•    Basic communication such as: "Ja tak" "Nej tak" "bagom"
•    How to run the orders and 'the bell'
•    Basic skills with trays and plates
•    The location of everything most things in the cafe  
•    Table setting etc.The shift is a paid trial and your definite employment is dependent on the manager's evaluation of your effort, your ability to learn and your future potential, as well as you wanting to be part of the Livingstone team

4. Hiring
If we agree after the two weeks trial period, you are then formally hired and get a contract and Planday access and you are then a full member of the Livingstone family.

5. Training 
Once you have been through basic training, it is time to try out the opening and closing of the cafe as well as run the café on your own. These are the skills acquired after having
learned about opening and closing shift.

 

•    You can be behind the bar by yourself
•    You know how to welcome guests
•    You know where the things are and how they are served
•    You know how to make coffee
•    You can mix all of our drinks
•    You are comfortable with where everything is
•    You know our work procedures and routines
•    You are trained in additional sales and feel comfortable with it
•    You know how to sort empty bottles 
•    You know all the other basic practical chores
•    You know how to control the music
•    You can change kegs of beer and wine
•    IF there is something of the above you have not gone through, you need to ask your manager to go through it with you.

6. Barista Course
A 4-hour course at Nordhacn Coffee Roasters.

Our expectations from you:
We wish to have an as efficient and good service as possible, which is why we are focusing on our resources. We save time and energy by streamlining our work procedures which is why:

• You always have something in your hands when you walk to and from the guest, the kitchen,
the basement etc. Always bring a tray and a cloth to the tables.
• You always make sure to receive a briefing from the earlier shift, when checking in for work. You need to know
about reservations, open tables, possibly missing products, dishes etc. 
• You communicate with your colleagues if you have to go somewhere; take a break, go to the basement etc.  
• You communicate with your colleagues about tables e.g. concerning orders, payment, satisfaction,
clearing for plates, etc. This way your colleagues can help you in your position. 
• You are confident with the menu so you are ready to meet the guest with confidence if questions arise.
• You can present all the food when serving.
• You serve cutlery and plates together with drinks if it is not already on the table. 
• You remove everything that is not necessary for the guest. If they are not eating then remove
the cutlery. Clean table for used glasses, plates, etc. It is good service and shows the guest you are caring for them.
• You take orders at the table. If the guest orders coffee you always ask if they want a small or a large.
• If the guest orders water, always ask if they want mineral water or a jug of water with mint and lime.
• You always serve the drinks as fast as possible. Serving warm food/warm drinks does ALWAYS have first priority though.
• You continuously ask about their wellbeing and if there is anything they need. Any complaint is received with an apology, and you will immediately follow up on it.
• You clear the tables frequently and pick up any garbage there may be at the floor when you pass. 
• You clear empty glasses, plates and ask if the guest wants anything else.

After having undergone the training in the closing and opening of the cafe, you should be confident in being able to manage the cafe alone. The mentor or manager who helped you with the training will be available for further advice and training - also outside working hours.

Exit interview
Should our contract end one way or the other, then we invite you to perform a written exit interview. We would in this interview very much like to hear your valuable opinion of a variety of issues related to Livingstone, so we can learn how to do even better.

Illness: Illness has to be announced by calling Jalal no later than 7:30 am on the day of your shift. Preferably the day before or as soon as you feel sick. Furthermore, we expect that you continuously update your manager if the illness drags out. It is a big help for your colleagues that you have in mind, that it takes a while to find your substitute. 

Vacation: For permanent employees vacation is decided on in collaboration with you. For part-time employees vacation is expected to be reported no less than six weeks before and is continuously written in Planday by you under 'min tilgængelighed'. 

Smoking: Smoking is allowed. Although only in your break or when the rush is COMPLETELY over and after agreement with your manager or colleagues if the manager is not at work. Smoking takes place in the backyard only. Door must be kept closed ( key is inside next to door). Do be quiet outside so neighbours are not disturbed.  Remember to wash your hands thoroughly after smoking. For non-smokers, it is a good idea to take a five-minute break to drink a glass of water or just sit down. Same rules apply. 

Arriving on time/checking in: It is expected that you arrive on time. That means you are dressed when the shift begins. You check in on the Planday app. If you are late, you must call the Livingstone phone well ahead of time or your colleague on shift. Phone numbers are available on Planday. Texts are not accepted because we need to make sure your message is received in time. 

staff rules

Shifts
We want all waiters to have two fixed shifts per week and as a minimum one every weekend or two every other weekend. Once your name is on the schedule, it is your own responsibility to exchange your shift if you are prevented from coming. It is very important that you continuously update 'min tilgængelighed' in Planday. 

Although a shift is set to a specific end time, we expect you to be able to stay until a possible rush hour is over. E.g. the closing shift is set to end at 22:30, but it can be necessary for you to stay if we still have guests in the cafe. 

Every time you check in you have to punch in on Planday. This can be done with an app you can download or you can use the iPad. When you leave, you also have to punch out. 

You can be sent home after a minimum 3 hour shift if we are too many at work and too few guests. It is your manager who decides, but it is expected of you to take initiative to arrange who will go home in collaboration with your coworkers.


 

Vacation request procedure

You are allowed to mark maximum 2 days of being unavailable per week and a maximum 6 days being unavailable for the month

From now on the way to request vacation will be done by filling out a form, handing it over to the manager who makes the schedule, and then getting it either hopefully approved or denied.

 

The team will be devided into 3 sections

Names starting from A-F are tier 1, G-N tier 2, S-Z tier 3

The tiers will rotate each holiday season ( winter and summer)

For normal vacation ( not the usual time everyone takes vacation) a request has to be made at least 1 month in advance.

You will find the request forms next to the to-do lists.

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Planday

You will get a planday access code. This is where we manage all shifts.

 

Please study this Youtube video to understand how it works.

Visit
You are very welcome to visit the cafe outside of your working hours. If you wish to eat, then book a table to make sure there is space available and follow the staff discounts we offer. The waiter has to serve you and charge you. It's not self-service.


Food durability
Every week we host many people and are responsible for their wellbeing and that they are served ingredients of proper quality. Thus we have high requirements for hygiene and food safety. The kitchen keeps track of all food and its durability. Waiters are responsible for beverages. 

The greatest challenges are with whipped cream, milk, and freshly squeezed juice. Every day we make sure to always serve 'first in - first out' to avoid food waste. Also stock fridges from behind. 


Key
After your first opening and closing shift, you will receive a key to the café. The cost of such system key is 200 kr which you have to pay to get a new one if you loose it.

Garbage
We produce a lot of garbage daily that we have to dispose of. We have not received permission to have our own garbage containers in the backyard but we are allowed to use the existing containers belonging to the residents. Therefore it is very important that all garbage is compressed as much as possible. Meaning that milk cartons and other containers are folded. 
•    Household renovation: Is put in garbage containers in closed bags to avoid the smell.
•    we sort organic waste. Please put a large bio bag and empty it in the bio container in the very back of the 2. yard.
•    Carton: Fold it continuously so it is completely flat. The kitchen picks up cartons daily and puts them into our own carton container. 
•    Broken glass and ceramic: its put in a box under the drying shelve. Emptied by Jajal when full 
•    Other glass bottles: Are sorted for recycling in the back. This is done daily to keep the back area neat and accessible.  

 

 

Fruit flies
Please make fruit fly traps regularly when u see a fly. One glass with a bit dar beer, a splash of vinegar and one drop soap.

Cover with plastic foil and punch 4 small holes of 2 mm.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 



 

 

 

Gift certificates

 

Giftcards

we use 3 different gift cards at the moment,

no matter what gift card it is there will be never the exact amount of money on the gift card to pay the bill therefore it is important for you to learn how to split a table, a video will be shared later to show you the process

all examples are shown with 250 dkk. and have a similar process of difference

 

a) one is made in house, that's the paper card

during payment, if the total bill is higher than what the gift card says, then split the bill so 250 dkk. is on the side a, and the difference is on side b, take payment on side b like any other payment ( credit, cash, etc) and on-bill a press payment method gift card,

after the payment is done remember to cross the gift card number out in the book and place the used gift card ( cut through the middle so it cannot be reused) inside the cashier.

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if the bill was lower than 250 let's say only 200 then press payment method gift card. there will be a rest amount of 50 dkk on the gift card

cancel the amount written on the gift card and write 50 dkk on

use the Livingstone stamp and stamp it, and change it in the book

this is very important for us to keep track of sales and have a right close to 0 closings.

 

b) Gift card by Lifepeak

here you have to use the Lifepeak app inside the phone

on the home screen on the bottom right it says ´´lp´´

scan the QR code it will show you the amount available

if the total bill is lower then press the payment method gift card, and at the same time press the button claim partial amount on the app, there you have to enter how much money you want to withdraw from the gift card.

if the total bill is higher than what the gift card says, then split the bill so 250 dkk is on the side a, and the difference is on side b, take payment on side b like any other payment ( credit, cash etc) and on-bill a press payment method gift card, remember to press claim entire amount on the app after the payment is done remember to place the used gift card inside the cashier.

 

c) DRC gift card

This is a magnetic gift card used as a credit card

the costumer has to swipe it as a normal credit card, this card has to be swiped,

for this, you have to use the mobile black payment terminal

at payment, if the amount of bill is lower than the amount of credit on the gift card, then enter the amount on the payment terminal, and let the person swipe this gift card through it. no pin code is needed.

after it has gone through then you can press the payment method gift card on the main terminal to close the table.

the difference will be left on the card and the card has to be returned to the customer

if the total bill is higher than the gift card credit then split the bill into a and b again

a will be the difference it has to be paid by normal payment method

bill b will have to be entered as an amount on the black payment terminal, swiped through, and then be taken as gift card payment.

read it remember it, read it again, if any questions not covering this then please ask me this, if I have to explain something written here then you have to give me10 pushups  (Jalal).

 


Fire
Fire can, unfortunately, arise everywhere. It is therefore important to be well prepared. It is the duty of the employees on the shift to make sure all escape routes are accessible. If a fire arises, the guests are to be informed about the escape routes. Help the guests out and keep calm. It is important that you are oriented about escape routes, fire doors, and fire extinguishers. Take a walk around the cafe and notice all the above-mentioned things. Please ask if you are in doubt.
•    Get everybody out in a quiet way
•    Call the firefighters  112
•    Fight the fire. In the kitchen, we have fire equipment for fire in oil plus a fire blanket.
•    Inform the rest of the staff and make sure one person informs the manager in charge.

 


First aid
It happens that we bump into problems. Normally it can be handled with first aid at the cafe. We have the necessary equipment for minor injuries (bandages, patches etc. in the office). In more serious cases we go to the emergency room or call an ambulance 112. Always notify your manager before leaving.  

 


Robbery
We don't expect anything to happen and nothing has ever happened, but it is always a good idea to have a clear set of guidelines if the worst came to the worst. A robbery is when a person threatens you in order to get money or benefits from the cafe. If you in any way feel afraid for your life or health you are to follow the robber’s instructions carefully and immediately let him know that you are fully committed to doing so. The absolute most important is your wellbeing as well as your colleagues and guests. It is, therefore, your main purpose to comply with the robber's demands, so he as quickly as possible leaves the cafe without engaging in violent activities. Immediately hereafter you inform the police and only after that the manager. We will take care of the situation and your well-being.

 


Complaints from guests
Complaints are something we take very seriously. No matter how unreasonable we find complaints then we take them as a way to improve a guest's experience. We always fix the problems with urgency. Sometimes it's hard to handle but here are some guidelines for the most common complaints

  • late serving: 'I am so sorry for keeping you waiting. Let me check with the kitchen what happened' You go to the kitchen and check where the order is, put it on top, and go back to the table and say ' the chef is making your food right now. Make sure it's made within the next minutes and serve it with another excuse.

  • Cold food/drinks: Tell that you are so sorry and get the new items from the bar/kitchen immediately. Serve with another excuse.

  • Taste of food/drinks: 'I am so sorry - Is there anything else I can serve you instead'?

  • Forgot a dish: 'Check it's not made double on a plate (fees 2x sausages on the same plate). If they still feel it's small, then get them some more. If something is missing then get it from the kitchen immediately and serve with an excuse.

  • Dirty cutlery: ' I am so sorry, let me change that straight away. Go get new and check ts clean and say sorry again.

  • Table not clean: ' I am so sorry, let me take care of that straight away' Clean it while you say sorry again.

  • Occupied reserved table: 'I am so sorry, we have made a booking mistake, let me fix a table for you straight away. Would you like something to drink while you wait a few minutes?' Then go find a table. Check who has overstayed their time and clean the table.

  • Time passes in the evening: Make sure all guests tick off the information box on first order. If people say that servings were very late, then offer them to have desserts without charging extra time. Late serving of food = extra free time if they ask.

What can a guest change?

Sometimes a guest asks if they can change this and that. Here are the most common ones:

  • Can I get gluten-free bread for my egg benedict? 'Yes I will let the kitchen know'

  • Can I get two juices instead of the juice/coffee offer ? 'Yes, which juices would you like? I will make them for you'

  • Can I switch the coffee/tea offer for chocolate or chai? 'yes you can. We do have 10 kroner extra charge for that. Is that ok for you?'

  • Anything else reasonable then just try to fix it.

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Food control
It is always the chefs, who is in charge and when the food control arrives always refer to the chef. The manager has the overall responsibility. Food control will most likely check for cleanliness, temperatures, shelf life, the origin of food etc. It is the waiter's responsibility that everything outside of the kitchen complies with the food authorities standards, which means it has to be clean and neat everywhere. Make sure dairy products are not at room temperature, no products are expired. No products are allowed to touch the floor (wrapped or not)


Neighbors
Our absolute most important neighbors are in the adjacent apartments. Ulla lives to the right above the cafe and a young lady to the left above the cafe. Above the 1. Floor is Llamar Santos. Other residents in the building are very important in relation to neighbor complaints since they potentially can close our cafe and impound our license.
What can they complain about: 
•    Loud music
•    Overcrowded or smelling garbage bins 
•    Shouting or noisy behavior
•    Garbage on the back staircase 
•    Odors
•    Open windows.
•    Noise in the back alley (where we take breaks)

When in dialogue with a neighbor you let them know that you understand the problem and that you are going to address it instantly. All inquiries should be taken very seriously and you are to contact the manager immediately. You should also hand Josteins number out to anyone who wants it. 20425099.



Av-equipment
We have a mini projector (in the small room behind the café or under the cashier) and upstairs we have a screen. The equipment is free of charge for guests using the first floor.  It’s the guest's responsibility that cables are compatible with their laptop.

Board games: We have backgammon and a few card games in the window. The guests can use them freely if they wish to. Make sure to pack it up and put it back in the same place.

Understaffing
Help is only a phone call away. If you are in a situation where guests keep pouring in (maybe because of a concert at the stadium) then call for back up. On ‘Planday’ you can find information on all your colleagues. In the meantime stay cool and stay focused on the guests. Be honest with them and let them know that we are understaffed and which effects that might have. E.g that drinks will be delayed etc. Give them realistic expectations, so they do not get disappointed when things go slower than usual.

Discounts and benefits
Staff Benefits: After having a shift of 5 hours you are entitled to a break of 30 minutes paid (since the break is paid it can be withheld if it is busy) + a staff meal.
-Free coffee/tea/juice while on work.
-Staff meals are to be prepared by the kitchen, and you have to enter it in the system with 100% discount.
-Friday beers: between 16.00-18.00 there is free flow beer for our employees
Do not eat and drink behind the bar or in your uniform.

Discounts:
-You and 3 others are eligible for a discount for 50% on your bill if you come outside of your working hours, the 5th person and above have to pay full price.
-Shop discount: 25% on the sales rack
- There is no discount for families and friend while at work.


Non Staff:
-    De berejste klub gets 20% discount on food for them and for their guest, they do not get discount on drinks. To obtain the discount they have to show a valid membership card
-    We have tenants next door, at the moment they are called “outsideren”. They receive 20% on the whole bill for them and their guests.
-    Ulla who lives upstairs get free coffee at any time



Receiving goods
Several times a week different goods are delivered to the cafe. The kitchen will take care of all food and the bar will take care of beverages and all other things. When 'Dansk Retursystem' comes, all recyclable bottles are to be brought up from the basement or the bottle room. Byens Depot arrives with Cola and other beverages. Beer kegs, wine are brought to Africa room and we arrange them.  Coffee and all other beverages go to the storage room in the back. Byens depot picks up the cola-boxes. Most of the deliveries need a signature after its cross checked. The deliverynote is put in the ‘delivery note folder’.

How we receive the guest

No matter what you are doing in the moment a guest enters the door, you say “Hello – welcome” within 2-5 seconds. If you are doing something else that needs to be finished first – still say ‘welcome’ and let the guest know that you will be with them in a short moment. Don’t just let them stand there and wait. It is everyone at the counter/bar or close to the entrance that says hello. If you are on your way out the door with a plate and a guest enters, then remember to say hi and tell one of your colleagues will be with them in just a moment. When you welcome a night guest, then walk out on the other side of the counter with the menu and talk to the guest there next to them– it is much more friendly rather than standing behind the counter. Don’t be afraid to make a light touch on the arm if it seems natural. Keep communication with the person in charge of the group (usually the one in front). 


Insert Video: How to welcome guests


What you should run through with
the guest when receiving them:
 


 If delays occur: Keep the guest informed about how long the delay is. Offer a complementary coffee/juice/lemonade if they have been waiting for more than 35 minutes.

It is good service when:
•  You switch forks or knives if guest drop on the floor. 
•    You give the guest new food if dropped by guest.
•    You pick up trash that is on the floor when you are passing anyway.
•    Pick up a scarf or other the guest has dropped. 
•    If it is cold, you ask the guest if they would like a blanket. 
•    You ask guest with small children if they need a children’s chair. 
•    You keep the guest informed about any delays. 
•    You give the guest some free chips, drink or similar if they have waited more than 35 minutes.
•    You keep your eyes on all tables when you are passing them anyway (the guest might be trying to get eye contact). 
•    You offer a guest with a dog some water for the dog (only dogs outside). 
•    You say hello to the baby of a guest. 
•    You ask interested ( keep it short) about them, could be a tourist that you could give good advice about the city.

How to make a reservation
When people call the phone in the café, you pick it up and say “Café Livingstone, how can I help”/ Café Livingstone, hvad kan jeg hjælpe med”. If they want to make a reservation, you go to the easy table booking app on the Ipad and choose “Ny booking” (new booking). 

1.    Choose the date
2.    How many people they will be
3.    Choose time – be aware of the times that says “Overskrider kapacitetsgrænse” –
that means we don’t have space at that time, and they will have to choose another.
4.    Name
5.    Phone number (if possible you can also take their e-mail)
6.    Choose what kind of booking it is: Brunch & Lunch, Evening 2, 2.5 or 3 hours all inclusive
7.    Choose the amount of hours (Brunch is always 2 hours)
8.    Any other comments; flag on the table, wishes for outside (remember to let them know that it’s only a wish–
we can’t make any promises about outside), if they want to sit in a private area (Africa) etc. 
OBS: If it’s above 8 recommend them to send us a preorder by e-mail. 
9.    Press “Gem” (safe)

Reservations of more than 8 pax should be considered well.
For larger groups you can book them either early or late so we can do two seatings. 


Brunch: first searing latest at 10 and a late seating preferably at 12.30

Evening: groups should be either 17 or 18. or 20.00. This way we can do two seatings.
Also if another Large group is already booked then separate them with 15 minutes.

LINK TO VIDEO

Tickets
1. punch in the order. You can not produce any order without a printed ticket!
2. put ticket at the ticket rack.
3. The ticket is put on the tray towards the bar when its produced
4. Once the order is done the ticket is put outwards on the tray so waiter can see its ready to be served.


Preparation and cleaning of the coffee machine
Watch video below:

 

Changing draft beer and wine
Watch video below:

 

Outdoor bar
In good weather the guests are out and therefore we also have a minimum of a waiter outside. We have an outdoor dish that serves as our normal counter on all good days during the summer season. When you are two at work, one must ALWAYS be outside by the guests. The waiter outside accepts orders, puts guests and provides full service. You enter orders for kitchen and bar. You have nothing to do unless the waiter inside calls you. Guests wishing to sit indoors are referred to the indoor waiter.


Awnings and heaters
There are no fixed rules for the use of awnings, but here are some general tips.
The manager of the day must assess the matter.

Winter: The awning is all the way passing the glass.
If its a heavy rainy/stormy day and no one outside, keep awnings 50 cm from wall.
Spring / fall: Turn on heating lamps in the sections required. Invite guests on good days by having one
section turned on. Dont turn all on if no guests.Electricity is super expensive.
Summer:  Awnings generally half way out when there is some wind and rain/cloudy and few guests.
Completely out with many guests. If there is sun and no wind (and not very hot), the awning is all in.
Heat lamps turn on in the evening in summer if it feels cool and guests.
Again turn heaters on/off according to guest amount.
































Bookings
When booking more than eight guests, please inform the guest that they have to pre-order their food at least 3 days before arrival. This makes it easier for the kitchen to prepare guests' food. Order the food by writing to mail: info@cafelivingstone.dk. All our menus are also available on the website. You can give the guest our business card,
which is in a bowl at the bar. More business cards are on the shelf in the dry room.

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Practical things

Even though we want a casual and informal atmosphere at the café, it does not mean that we do not care about cleaning, organizing and that everything is organized when the cafe opens in the morning and closes in the evening.

The following to-do lists are to make it easy for you to check everything is done correctly.

 

DOWNLOAD OPENING LIST HERE.

DOWNLOAD SHIFT CHANGE HERE.

 

Closing List
Clean as you Go is Key! - it will save you a lot of time in the end! 😉

-    If you walk past guests sitting with empty serving plates – take them with you – you’ll thank yourself later, and the quests will be happy to get them out of the way!

-    All tables should be cleaned as soon as the guests leaves; sprayed with disinfection spray and wiped with a cloth. The table and chairs are set nicely (goes for both inside and outside).

Inside: Place salt, pepper on the table right away.  If the candle is burned down – change it right away – then you don’t have to change all of them when you close.

 

Outside: The blankets are folded nicely and put over the chairs when a table leaves – then you don’t have to spend time on folding all the blankets when taking them inside later. 

-    Remember to check the dishwashing area for clean glasses during the evening and place them at their designated place

-    Make cups with cutlery as you go (for 2/4 pax)

DOWNLOAD CLOSING LIST HERE.

Cleaning (fix employee)

This is for our fix employed cleaner. See waiters weekly cleaning after this

DOWNLOAD LIST HERE.

Dishwasher meeting times and tasks
Friday19-22
Saturday 10-16 + 20-22
Sunday 10-15
This is the minimum. We can ask the dishwasher to stay longer , but only if the waiters absolutely can not do the dishes in their planned time.
When there is no dishwasher it is the waiters responsability to do dishes. If kitchen staff has time they will do some machines as well. We all help each other.

Dishwashers responsabilities:
- dishes
- Cleaning of the dishwashing area
- smaller help in the kitchen
- take garbage out
- sort and pack pant bottles
- help clean a table if the waiter ask for help
- Make sure soap for machines works well and the nozzles in machines are clean.

 

Meeting

You are expected to meet at the time it says on Planday.

You pnch into Planday when you are changed and show up at the bar.

You ounch out once you go to the changing room.

 

How you dress and personal appearance

Includes the visual appearance of yourself,

  • Hair tied up and hanging towards the back

  • Clean hands and nails,

  • No personal odours from armpits or mouth

  • Smile on the lips 😉

  • The uniform is our own livingstone t-shirt, and a brown apron.

These are supplied by us.

  • You are required to wear dark/black pants and dark shoes

by your own.

  • Here is a picture of how it should look like-------

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DOWNLOAD LIST OF CHEMICALS AND THEIR USES HERE

DOWNLOAD DEEP CLEANING WEEKLY CLEANING LIST (Waiters) HERE

Folding juice plastic bottles
Folding juice bottles correctly minimizes space and when lidt is put on it prevents fruit flies.
Watch video below: 

 

CLOSING

Closing the cashier

Our cash is 1500 kr. Check yuave these 1500 at openong and always leave when you close. The 1500 kr. must not be put in the cashier but put in a cup under the cashier. Always leave as 

When a closing is done, we have the following procedure
after closing the box:

1. Take a 'closing day of the day' from the black folder.

2. Count the cash in the box (count the money in the till).
Remember to leave as many coins as possible.

3. On the calculator minus 1500 and write on 'today's closing note', what has been beyond 1500 (subtract 1500 dkk from that amount and write that amount on a post it loss). Ie for example, here: 2460 kr. in the box 2460-1500 = 960 kr. Bankdrain = 960 kr.


4. Fill out the daily leaflet following the instructions.

5. Tuning the Dankort machines:

6. The fast in the bar: Press: Menu → 1 → OK (Green)

7. Handheld: Press: #, 4, 1, OK (green)8. Then each Dankort machine will print today's transactions.It is important to let the machines run all the way.

Closing the checkout
 

Procedure for closing the checkout:
1.    Take a "today´s closing note" from the black briefcase. 
2.    Count the cash. Remember to leave as many coins as possible. 
3.    On the calculator: write the counted cash minus 1500 and write it
on 'today's closing note' 
e.g. 2460 in the checkout → 2460-1500 = 960 KR → bank drop = 960 KR
4.    Balance the credit card machine.
•    The fixed in the bar: Press: Menu → 1 → ok (green)
•    The handhold: Press: #, 4, 1, OK (green)
5.    The credit card machines will print today's transactions.
It is important to let the machine run all the way through the end. 
6.    Click on the ’kasseafstemning’ icon on the iPad.
7.    Click on 'Get Data' - it will download today's sales
8.    Type the numbers from the printouts on the corresponding box.9.    Dankort = sales from Dankort10.    EC/MC/VI(DA) = Eurocard, Mastercard, Visa - add totals together.11.    You will rarely see the other cards at the cafe.12.    Start and End cash is ALWAYS 1500 Kr13.    Also, write the bank drop amount you calculated when counting the checkout. Today's closing note and 'kasseafstemningen' should preferably match.14.    Closing note, 'kasseafstemning' and cash is placed in a plastic bag and put inside the safe deposit box.15.    Under ’Comments’: write your name and any notes youmight have that have to do with the accounting. 

Basement
The basement is part of our stock room. From here you refill the storage room in the back. (Back of dishwashing area). Here we keep dry stuff from napkins to extra plates. It is important to always keep it neat, so make sure to bring carton and garbage up with you and organize the goods you receive.


Outside Area

The outside area is the first thing that people see, so it’s important that it looks nice and always welcoming. Tables should be in line, with chairs pulled in and set straight. A flower and stone should be on all tables – placed towards the lake and the stone 5-10 cm next to it. Blankets should be folded nicely with the fringes turning outwards. All the lights should be on – the umbrellas by the lakes, the large lamp next to the sign and the lights in the awnings by the façade. From October – March (approximately) the heaters in area 1 should be turned on in the morning. The rest of the heaters we turn on if requested. 

What a table should look like

Area 100

Area 200

Area 300

Warmer Days

During warmer days where guests are expected to sit outside,
the front area should be set up with the following:


-    A flower 
-    The small lamp
-    Cutlery and plates
-    Menu cards
-    Pencils
-    Hand disinfection 
-    Toothpicks
-    Teaspoons
-    Straws
-    Wooden sticks
-    Toothpicks
-    Napkins 
-    The Marshall speaker
-    Silver bucket w/hot soap/water (which must be changed minimum daily)
-    A blue cloth
-    Disinfection spray

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OUR FOOD AND DRINKS

Our signature is INDIVIDUALITY. At brunch and evening our guests can put together their own meal from many different dishes. At Livingstone there is room for both the meat lovers and the vegans. It is all on the menu and guest can put together their own selection of greens and reds. We focus on how we put the dishes together as well as how we present them on the plate. This is also supported by our  nice plates from Bali. Once all is served the table should be looking overwhelming.

 
Marble Surface

The menu

Brunch
The brunch is a vast number of small dishes inspired from around the world and based on the season.
We serve brunch until 16.00 everyday.


Lunch
Lunch is for the time between brunch and the evening. We have burgers, sandwiches, tapas and salads.
Our lunch is not a strong point since it is served late. We prefer selling brunches.


Evening
The evening our concept is all you can eat of small dishes from both the Nordic, French, Italian kitchens.
Drinking is all inclusive. Cocktails only 25,- (for dinner guests).



Watch how to present evening menu here


Beer
We are located right next to a very well-known beer bar (Søernes ølbar) with many micro beers on tap. Therefore, we do not want to compete with them on selection. We want to have a small but good selection of special tap beers. As a minimum we have the following types:

Pilsner: The most regular beer, it is simple, light and refreshing. 

Wheat beer: A tasty unfiltered beer. In German it is Weiss Bier. 

IPA: Indian Pale Ale is the beer with the heavier taste of hops. 

Brown Ale: A slightly sweater beer brewed from dark malt. 

Besides these ones, we have a smaller selection of special bottled beers. 



Coffee 
We have a broad selection of coffee, so everyone can have their espresso-shots served precisely the way they prefer. Our coffee is a mix from high quality Arabica coffees.

You will get a coffee course so you know how the machine works and how to prepare the different coffees. Hopefully you will soon learn to do latte art as well.


Water
In the restaurant business, water has undergone quite a revolution for the past years. Some places choose to give water for free. This is in particular the small cafes who target students. They will usually put it on the counter for the guest to serve themselves. Most restaurants have gone in the opposite direction and takes payment for the service included. As we serve the water in a nice jar with mint, we believe it does not suit our concept and service level to give it out for free.

The following is what you should know about how we serve water: 

•    We either serve a jar with gas or with fresh water, mint, icecubes and a lemonslice
(make sure plenty of this is ready already from the cooler). We also do have a bottleAll products are on the menu with prices. 
•    You can also serve one glass of water at the table. It is served in a red wine glass with ice cubes,
mintand a lemon slice, it costs 10 kr. 
•    If a customer asks for glass of water at the table, you can offer either of the above servings.d water with gas. 
If guests ask for a glass of ‘tap water’, the guest is obvious looking for free water. In this case you pour any
glass from the tap and give for free. This is only done at the bar though. If a guest order a glass at a table, then you make a nice wineglass with ice, mint and lime. You don’t serve free water at the tables. 
•    Remember, that often guests tend to forget the water when they split a bill.

Here are some examples of how communication could go:

Guest: 'Could I have a glass of water please?'
Waiter: 'Sure I will bring it to you or would you rather want a jar for the table?'
Guest: Just a glass please.
You then make a decorated wine glass with water and ice.

 
Guest: 'Could I have a glass of water please?'
Waiter: 'Sure I will bring it to you or would you rather want a jar for the table?'
Guest: 'Just a glass of tap water please, It does not have a cost right?'
Waiter: 'If you just want a glass of tap water you can pick it up for free in the bar'


Guest: 'Could  we have some water please?'
Waiter: 'Sure would you like mineral or still water?'
Guest: 'one of each please'

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Drinking manual


General Coffee Information
We have a broad selection of coffee, so everyone can have their espresso-shots served precisely the way they prefer. 
The 100 % arabica coffee is blended from coffee estates in South America.


Coffee and hot drinks
Unless its a coffee/juice offer, our coffees and hot drinks are always served with a cookie, teaspoon and sugar. 
They are all made with a double shot (unless something else is requested) – except the large americano which has 3 shots. 

 

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Espresso

Two shots depending on the guests’ preference served in a small cup.  Check the time of the espresso - An espresso shot should always run between 25 and 30 seconds. 

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Cortado

Cortado is for those who want a stronger coffee but with milk. Made with a double shot and same ratio of milk (50/50). It should be without foam. Therefore, also without art.

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Espresso Macchiato

Espresso Macchiato is a double espresso shot topped off with 2-3 teaspoons of milk foam.

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Latte

A latte should have about 0.5-1 cm of foam on the top. Made with a doublesize no matter the size, unless otherwise requested.

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Cappuccino

A double shot in both sizes, with more foam than a latte. A cappuccino should have 2-3 cm foam on top (approximately the same as two fingers thick) and NO cacao powder.

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Americano

First you pour water into the cup and then the shot. 2 shots in a small size and 3 shots in a large.

Filter Coffee
Take a coffee filter paper, fill it up with 1 full small latte glass of filter coffee. Fill up the empty coffee pot with cold filtered water and pour it into the top of the machine. Put the pot back in the machine and wait.

In the coffee/juice offer, the guests can choose between a
small and a large cup. 
Outside of the offer, the filter
coffee is always served in a large cup. 

Small Filter coffee is only available as part of the
coffee/juice offer.

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Tea
In the coffee/juice offer the tea comes just in a large cup.
You fill up the cup with hot water from the espresso machine, and on the side, you place a teabag with the chosen tea. Remember to give a spoon and milk if requested.

If tea has been ordered without the coffee/juice offer, then please serve it in the teapot.
Put 1 small spoon of tea inside the metal mash and fill it with hot water. Serve the teapot with a coffee cup on the side. Teapots is meant for 1 person and not for sharing. 

Chai Latte
Made in a large cup. Put 1.5 spoons of chai powder with milk in a medium milk pitcher and steam the mix. It is important that you use a volume of milk that fit the large coffee cup, so the chai taste is not weakened.

Top with a bit of chai powder. 

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Matcha Latte
Made in a large cup. Put 1.5 spoons of matcha powder with the right amount of milk in a medium pitcher and steam the mix.
 
Matcha is a fine powder made from processed green tea leaves, and is traditionally consumed in East Asia. 

Hot Chocolate
Made in a large cup. Put 1.5 spoons of cocao mix in a medium milk pitcher and steam the mix. 
Fill the cup 2 cm from the rim, and top with whipped cream, chocolate sauce, cocoa powder, freeze dried raspberry, a macaroon, and a straw. 

Served with a spoon and napkin on the side.

Cocoa mix: Made with 50/50 ratio white sugar (borrow from kitchen) and cocoa 

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Iced Coffee
Fill a large redwine glass with ice all the way to the top. Add 3 cl of the desired sirup and pour milk until 3 cm before the rim. 

Finally add a doubleshot of espresso (slowly, so you don’t ruin the layers). Served with 2 straws.

 

Stempel Coffee
Use regular coffee (not espresso coffee).
Use the amount of coffee that can fill up a small coffee latte glass.

Fill up to the line with hot water and stirr together with a spoon.

Don’t press it down yet! It needs 4-5 minutes to extract. 

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Lemonades
How to make: All lemonades are to be served in redwine glasses 
The procedure is the same for all the lemonades.
 
1) take a redwine glass 
2) fill it up with ice 
3) add ca 70% sparkling water 
4) add 4cl or the desired lemonades sirup
5) add decoration and serve with 2 straws 


Decoration: All lemonades are decorated with
- Two different coloured fresh citrus 
- Two different coloured dried citrus
- 3-4 blueberries
- Mint


 

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Lemon/Thyme

A slice of fresh lemon and a bit of thyme

Elderflower

Chamomille or blue petals

Rhubarb

Rose patels

Passion

¼ passionfruit wedge

Juices

How to make:  
1) use the weck hourglass glass  
2) add 2 cubes of ice 
3) fill it up until the neck 
4) use a different coloured citrus fruit 
- except orange, which should have a slice of orange in it
5) top it off with fresh mint 
6) serve with a straw

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Cocktails

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Gin & Tonic

1.    Fill a redwine glass with ice 
2.    Add 4 cl gin 
3.    Add tonic water until 2 cm from the top
4.    Clap and add a rosemary twig
5.    Add 8-10 red peppercorns
6.    Serve with 2 straws

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Dark 'N' Stormy

1.    Fill up a lowball glass with ice cubes 
2.    Fill up the glass with gingerbeer until 2 cm from the top
3.    Add 4 cl dark rum carefully on top
4.    Top with 5-6 drops of Angostura Bitter 
5.    Garnish with a lime wedge and serve with 2 straws

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Aperol Spritz

1.    Fill a red wine glass with ice 
2.    Add 6 cl Aperol 
3.    Fill glass with cava/prosecco until 3 cm from the top
4.    Add a dash of sparkling water
5.    Garnish with slice of orange 
6.    Stir and serve with 2 straws

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Mojito

1.    Add 3 cane sugars to a lowball glass
2.    Add 5-6 wedges of lime 
3.    Muddle with a wooden masher
4.    Clap 6-8 mint leaves and add 
5.    Fill up the glass ½ up with crushed ice 
6.    Pour 4cl white rum & stir well
7.    Add more crushed ice, so the glass is full
8.    Top off with sparkling water. Garnish with mint, a wedge of lime and serve with 2 straws

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Espresso Martini

1. Pour 1 tbsp of simple syrup into a cocktail shaker along with a handful of ice, the vodka, espresso and coffee liqueur.

2. Shake until the outside of the cocktail shaker feels icy cold.

3.Strain into the chilled glasses. Garnish each one with coffee beans

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(Rhubarb, Elderflower or Passion) Spritz: 

1.    Take a redwine glass fill it up with ice 
2.    Add 6 cl of the desired sirup (rhubarb, elderflower or passion) 
3.    Add 4 cl vodka 
4.    Fill the glass up with 70% sparkling water, and top it off with fizzy water 
5.    Garnish with the same garnish as the lemonades

These are some cocktails we don’t have on our menu but people might ask for:

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Old Fashioned

1.    Add 1 teaspoon coco sugar, 3 dashes bitters, and a slice of orange to an Old fashioned glass 
2.    Muddle everything together.
3.    Fill with ice
4.    Add 1 cl simple sugar and 
5.    Add 3cl bulleit bourbon
6.    Garnish with new orange wheel and a cherry

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Negroni

1.    Fill an old fashioned glass with ice.
2.    Add 1cl campari, 1cl red vermouth, 1 cl gin
3.    Stir the mix
4.    Garnish with an orange slice

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Irish Coffee

1.    Add 1 teaspoon coco sugar to a small coffee glass
2.    Pour 3 cl Irish whiskey
3.    Fill with coffee 85% of the way to the top
4.    Top with whipped cream and finish with cocoa powder