Key takeaways
- Efficient workflow protects margins during labour shortages and rising costs.
- Small equipment and layout adjustments significantly improve service speed.
- Automation handles repetitive tasks, freeing baristas to focus on customer interaction.
- Regular workflow reviews and barista feedback identify opportunities for improvement.
Operational efficiency has become an essential for coffee shops worldwide. With labour shortages persisting, rising costs squeezing margins, changing menus, and customer expectations at an all-time high, coffee shops must optimise every process and procedure.
At the heart of this is workflow. It encompasses everything from how baristas move behind the bar to the strategic positioning of tools, equipment, and ingredients. When workflow is optimised, operations run smoothly. And when it’s not, the consequences ripple throughout the entire business.
“Good workflow is when everything behind the bar makes sense,” says Lauren Bennison, the Senior National UK Account Manager at Marco Beverage Systems. “Equipment is in the right place, processes are clear, and baristas don’t have to take extra steps or juggle too many things at once.”
The impact extends beyond service speed. An effective workflow enables baristas to communicate more effectively and work together more cohesively during busy periods. It determines how queues form and move, whether customers feel attended to or ignored, and ultimately shapes the entire café experience.
“Baristas can move smoothly, serve faster, and focus on making great coffee rather than fighting against setup,” Lauren notes. Without this foundation, service delays multiply, staff and customers become confused and frustrated, and beverage quality inevitably declines as baristas rush to catch up.
You may also like our article on why customers won’t wait forever for a pour over.
Good workflow has become more essential than ever
The coffee industry continues to face unprecedented challenges. Labour shortages strain operations; in the UK alone, there are 132,000 vacancies in the hospitality sector – 48% higher than pre-pandemic levels, according to UKHospitality.
Food and beverage ingredient costs remain elevated, and economic uncertainty has made consumers more selective in their spending. In this environment, coffee businesses must stay agile and adaptable.
“With ongoing staffing pressures and customers expecting fast and consistent service, workflow really matters,” Lauren emphasises. The small details matter. From the placement of milk jugs to baristas’ movements between the grinder and the espresso machine, all these micro-decisions add up to either efficiency or frustration.
“Inefficiencies that used to be manageable can now slow service and affect margins,” Lauren explains. “Taking time to reassess workflow can help save time, reduce stress for staff, and operate more sustainably.”
Adding to the challenge, consumer preferences have shifted dramatically, especially as Gen Z influences market trends. Customisation is now standard rather than a novelty, and add-ons such as cold foam and syrups introduce additional steps in beverage preparation.
Matcha has challenged coffee’s dominance, with retail sales in the US alone surging 86% over the last three years, and the bright green drink requires careful preparation. Cold coffee has evolved from a seasonal offering into a year-round category that needs dedicated equipment and processes.
As beverage menus grow increasingly complex, reassessing and refining workflow has never been more critical for coffee shops looking to maintain quality while maximising profitability.
Where coffee shops can seek support
Changing demands create a challenge: how to deliver the quality and variety customers expect while maintaining speed and consistency. The answer increasingly involves automation, not as a replacement for skilled baristas, but as a tool to support them.
Solutions like the POUR’D, an automated beverage dispensing system, can simplify the preparation of complex beverages, particularly iced coffees, cold brews, and drinks requiring precise measurements of concentrates or functional ingredients.
“It allows cafes and coffee shops to prepare beverages quickly and consistently, reducing manual steps and freeing baristas up to focus on customers and quality,” Lauren explains.
The POUR’D is compatible with any syrup or concentrate coffee source and can be programmed for up to three beverage sizes. It also allows cafés to add a separate hot or cold water source, enabling them to create a range of drinks from a single system.
The operational benefits extend beyond speed. Automation helps control waste by ensuring precise portioning and managing ingredient costs that can silently erode margins. It also standardises training, making it easier and faster to bring new staff up to speed on beverage recipes.
“With POUR’D, drinks are portioned accurately at the touch of a button, which speeds things up and keeps drinks consistent,” says Lauren. “Good workflow and automation aren’t about replacing people, but rather supporting them. When the setup works well, and the right tools are in place, baristas can enjoy their roles more, customers get better service and consistent quality, and coffee shops are better set up for success.”
Regularly reassessing barista workflow
Workflow optimisation isn’t a one-time project, but an ongoing practice. Coffee businesses must build regular assessments into their operational routine to stay competitive and responsive to changing conditions.
The need for reassessment intensifies during periods of change, such as hiring new staff, purchasing additional equipment, introducing new beverages to the menu, or expanding service offerings. Each of these transitions presents an opportunity to refine processes rather than simply accommodating new elements into existing patterns.
“One of the best ways is to watch what happens during busy periods and listen to the baristas working those shifts,” Lauren advises. “Looking at where delays happen and what causes frustration. Even small changes to layout, prep, or equipment can make a big difference.”
This observation-based approach can reveal invaluable insights. Baristas working the bar daily understand exactly where the friction points exist: the drawer that requires two hands to open during a rush, the syrup bottles positioned just out of comfortable reach, or the ice bin placed in a way that creates congestion.
Creating space for barista feedback is essential. Staff often have the clearest ideas about what would improve their workflow, but they need the opportunity to share these insights. Regular check-ins, observation sessions during peak hours, and genuine responsiveness to suggestions build a culture of continuous improvement.
Evaluating equipment setup
Beyond observation, coffee shop owners and managers should systematically evaluate their current setup against their actual needs. Does the equipment placement reflect current drink volume and menu mix? Are preparation stations adequately stocked for peak demand? Is there unnecessary movement or duplication of effort? Do baristas have to turn their backs to customers during crucial service moments?
Sometimes the most impactful changes are surprisingly simple: repositioning a blender, adding a second milk steaming pitcher to reduce cleaning mid-rush, or establishing clearer handoff procedures between shifts. The key is to approach workflow with fresh eyes and a willingness to challenge assumed practices.
Technology and equipment choices should also receive regular scrutiny. As new solutions emerge, such as automated dispensing systems like the POUR’D, coffee shops should evaluate whether upgrading or reconfiguring equipment could meaningfully improve workflow.
“Marco creates solutions that make this level of choice easy to support, without slowing service or adding pressure behind the bar,” Lauren says.
The goal of workflow optimisation extends beyond efficiency metrics. While speed and consistency matter, the deeper purpose is creating an environment where baristas can thrive and customers receive exceptional experiences.
Well-designed workflow reduces stress, minimises errors, and creates the mental and physical space for genuine hospitality.
Enjoyed this? Then read our article on how coffee shops can use automation to improve extraction.
Photo credits: Marco Beverage Systems
Perfect Daily Grind
Please note: Marco Beverage Systems is a sponsor of Perfect Daily Grind.
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