National Trust to time staff amid complaints of long queues at cafes

Volunteers and permanent staff ‘furious’ at plans, with one claiming everyone is ‘working as fast as they physically can’

Craig Simpson | The Telegraph | 2 April 2023

Few British traditions suggest bucolic calm like a visit to a National Trust cafe, but making coffee is now causing a stir.

The Trust’s cafe staff are set to be tested on how quickly they can serve hot drinks amid concern that queues are becoming too long.

As part of these efforts, National Trust serving staff, comprising paid workers and volunteers, will be tested on their ability to turn out coffees and hot chocolate in under three minutes.

The charity has said it is aiming to reduce waiting times for customers and ensure a “high quality service” across its heritage sites and stately homes.

Hot drink making methods will be analysed to see how they could be made more efficient in a “process review” of the Trust’s cafes, it is understood.

The plans follow concerns that queues and waiting times at some sites have become too long, and changes may be needed to speed up service, including changing cafe layouts.

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However, a number of staff members are reportedly unhappy with the plans to measure their coffee-making speed, with one cafe worker telling the Daily Mail that “staff are furious because everyone is working as fast as they physically can”. CONTINUE READING


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