This project aims to propose a simulation-optimization model for enhancing service efficiency at a Coffee Shop branch located in a business district in Mexico City. Issues related to customer waiting times and service are addressed through simulation in Simio software and the analysis of data collected from the coffee shop. The simulation is conducted considering three different scenarios based on the Queue Theory approach, encompassing one with real- world data (pure), one accounting for rush hours, and another utilizing the Opt-Quest Simio optimizer. This approach allows the assessment of the branch's service capacity and proposes improvements in staff distribution. Upon obtaining simulation results, the bottleneck is identified at the Checkout Counter, pinpointing areas for improvement to optimize the model. The findings indicate that during rush hours, both waiting time and total time within the system significantly increase. An optimization of the system is proposed, by varying the number of cashiers and baristas to minimize the average total customer time in the branch while increasing customer throughput. The optimal option involves hiring three cashiers and three baristas during rush hours, resulting in a 40% reduction in waiting time simulation results.