30-second intro (memorize)

These match the weekly self-assessment (P / D / H / T items). Rate yourself honestly 1–10.

A2-1. Presentation — grooming (P01–P02)

A2-2. Demeanor — presence (D01–D02)

A2-3. Hygiene & cleanliness (H01–H02)

A2-4. Teamwork (T01)

• Cover register · drinks · rush when a teammate is stuck.
• Call Aldrin or the Manager when the floor needs backup — don’t wait until guests are angry.
• Hand off open tables clearly at shift change.

A2-5. Sales policy (floor)

3 iron rules

Guest Check discipline

• Open the table when the order starts — do not enter everything at checkout.
• Guest Check before Pay — every time.

Escalation (money / guest trouble)

Must-5 (minimum every guest)

1. UAE homegrown
2. Handmade fresh every morning · never frozen
3. Natural ingredients · no artificial colors
4. Globally-inspired · Dubai soul (name 1–2 flavors)
5. Drink offer with the doughnut — not taste-only

Sampling → next step (not taste-only)

Reading the guest

Donut names & flavors take time — use case labels and the posters. The Manager coaches product gaps; don’t guess with guests.

4 pillars (say at least 2 before any price talk)

15-second busy line

• Every doughnut order → offer a drink once (O02 on the self-assessment).
• Drink pitch order: Karak → Japanese tea → coffee → water.
• Regular / Large sizes: follow the counter chart once the owner approves (pricing step 2).
• POS now: ring the doughnut + drink as separate lines. Guest Check before Pay. No combo prices on the floor until Phase 2.
• Kiosk: no drinks at the cart — send drink requests to the main branch (WAFI, next to VOX).

Staff must know Houji / Sencha / Genmaicha — what each tastes like, how to explain it, and how to enter it on POS (à la carte). Customer board is at the counter.

Not a test — honest 1–10 so you notice your own gaps.

Flow: staff submit by Sunday → Manager collects → feedback within 48h → one coaching focus next week. Any item ≤5 → write it in the “What I want to improve” note.

New staff path

1. Practice to raise the standard, not an audit. Motto: “everyone up to the Joy line.”
2. The benchmark is a real person — Joy. Watch her delivery and copy it.
3. Don’t stop at can / can’t. Anything not there yet becomes “this week’s one focus.”
4. What we drill = what we measure.
5. Scripts as written — role-play kills the vague, made-up explanation habit (no “organic”).

Flow of one rep

Run all six every time. Even when busy, never skip 1, 2, 3, 6.

Track A — Customer Service. Run the 6 moments as a flow. Goal: two-way conversation, zero silent hand-overs, always a drink and a card.

Track B — Product Explanation. Say, in your own words, why it’s let it dough, with confidence.

B draws one and plays it. Do not tell A the situation. ★ easy → ★★★ hard.

The 3 non-negotiables (all YES to pass)

Quality (8 total)

Raise the minimum line one step each week. Don’t compare individuals — raise the team’s lowest score.

1. Feedback = one good + one to fix only.
2. One person, one week, one focus.
3. Pair a strong person with a developing one (e.g. Joy + one other).
4. Say “still practicing this,” not “can’t do it.”
5. Share the reps that went well in front of the team.

Every round you practice goes on the Weekly Practice Log at the counter: date & time, your name, who you practiced with, a short note — then Akio initials it.

• No line = no practice. No Akio initial = doesn’t count.
• Your partner’s name is the witness — both names must be real.
• Practiced in a pair? Each person writes their own line.

Your step-by-step progress through the manual is tracked in your Training Passport (Band 1 → 2 → 3).