Probationary food outlet Mgr

IN TRAINING
(PMIT)

and

Ground OPERATIONS trainee

(got)

Training and Development

Deck

PRIVATE & CONFIDENTIAL

INTERNAL USE ONLY
CONTENT
1. OUR BRAND
2. OUR ACAI BOWLS
3. Loyalty Card
4. OUR PREP WORK
5. OUR HYGIENE PROTOCOLS
6. OUR SERVICE STANDARDS
OUR BRAND
OUR BRAND - The Summer Acai
Founded in Nov 2021, we opened
our first outlet in Beauty World;
tucked in a corner of the old
Bukit Timah Shopping Centre.

Despite being a young

corporation, we are the fastest
growing acai chain in Singapore,
with 16 operating outlets
islandwide in less than 4 years.

The Summer Acai will continue

its expansion plans, striving to
be the largest acai specialty
chain in Singapore and to bring
the most authentic acai
experience to all Singaporeans
from all walks of life.
THE CORE OF The Summer Acai
The people are a core part of our branding - whether it’s the team of people who are working in
store or those working behind the scenes.

Our team consists of a bunch of young, enthusiastic and driven Food Outlet Manager (FOMs).
There are 2 key values we strongly believe in:

1) Our team values individuals who are independent problem solvers and critical thinkers.
This also means that our FOMs take the initiative to identify current issues and take
charge to implement initiatives that are able to improve current situations.

2) Our team also values team players who are able to work professionally and closely with
one another so as to create an enjoyable and memorable experience for our customers.
Despite coming from different backgrounds of life, we come together with kindness and
sincerity to make our work lively, favourable and fulfilling.
OUR ACAI BOWLS
What is acai?
Pronounced as AH-SIGH-EE

Acai is a berry that is found in the Amazonian Forest of Brazil.

It is then made into puree form and freezes to form the acai
sorbet that we serve today.

It is vegan-friendly, gluten-free and dairy-free.

What is vegan-friendly, gluten-free and dairy-free?

Vegan-friendly - food without animal products. E.g. Honey is NOT
vegan as it is sourced from bees.

Gluten-free - Gluten is found in certain grains, such as wheat,

barley, rye. E.g. Granola has wheat, thus granola is NOT gluten-free.

Dairy-free - Does not contain any milk or milk products from cows,
sheep or goats. E.g. Nutella is NOT dairy-free as it contains milk.
Summer acai Menu - pre-selected bowls
1. There are 13 pre-selected acai bowls in the
menu.
2. For each bowl that is ordered, customer can
pick a sauce FOR FREE.
3. NUTTY HAZEL (7) is not acai, it has hazelnut
sorbet base.
4. MANGO JAMBO (6) is half acai and half
mango sorbet base.
5. KEN’S PINK GF (8) is half acai and half
raspberry sorbet base.
6. GOSSIP GEARL (9) is half acai and half earl
grey sorbet base.
7. SUNSET KISS (10) is half acai and half
orange sorbet base.
8. SQUEEZE MY COCONUTS (11) is half acai
and half coconut sorbet base.
9. YOU-GURT AN AFFAIR? (12) is half acai and
half yogurt sorbet base.
10. YUZU PUNCH (13) is half acai and half yuzu
sorbet base.
Summer acai Menu - pre-selected bowls
1. ALL items will include granola & superfoods,
unless customers request otherwise.
2. Superfoods consist of chia seeds, coconut
flakes and cacao nibs
3. Add-on toppings at $0.80 each.
4. Exchanging of toppings is NOT allowed. E.g.
DO NOT ALLOW if customer request to
change chia seeds to blueberries.
5. If customer cannot consume one of the
toppings, we can REMOVE and even out
with the rest of the toppings.
Summer acai Menu - Basic bitch

- Best selling acai bowl.

- Lowest calorie bowl.
- Customers who are health-conscious tend to pick this.
- This bowl is vegan-friendly and dairy-free.
Summer acai Menu - basic bitch
PORTION CONTROL MEDIUM LARGE

ACAI 205g (including bowl) 315g (including bowl)

BANANA 2 cuts 3 cuts

STRAWBERRIES 4-5 slices 5-6 slices

BLUEBERRIES 5-6 blueberries 7-8 blueberries

PITAYA 2 tablespoon 3 tablespoon

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - sugar daddy

- Popular among people who have a sweet tooth and do not prefer fruits.
- It is NOT vegan-friendly and dairy-free because the bowl contains OREO.
OREO contains traces of milk products.
Summer acai Menu - Sugar daddy
PORTION CONTROL MEDIUM LARGE

ACAI 205g (including bowl) 315g (including bowl)

BANANA 2 cuts 3 cuts

LOTUS BISCOFF CRUNCH 1 metal scoop 1 metal scoop

OREO CRUNCH 1 metal scoop 1 metal scoop

DIGESTIVES CRUNCH 1 metal scoop 1 metal scoop

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - hot girl
summer

- An alternative for customers who prefer a fruity bowl.

- It is vegan-friendly and dairy-free.
Summer acai Menu - hot girl
summer
PORTION CONTROL MEDIUM LARGE

ACAI 205g (including bowl) 315g (including bowl)

BANANA 2 cuts 3 cuts

STRAWBERRIES 4-5 slices 5-6 slices

KIWI 3-4 semi-circle slices 4-5 semi-circle slices

PEACH 2 tablespoon 3 tablespoon

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - BUST MY NUTS

- Popular among people who likes nuts.

- This bowl contains the highest protein content.
- There is a pre-added sauce in this bowl → Nutella (only a half the usual portion).
- Customers can still pick a free choice of sauce on top of Nutella.
- Customers can also choose to remove Nutella if they do not want it too sweet.
- It is NOT vegan-friendly and dairy-free because the bowl contains NUTELLA.
NUTELLA contains traces of milk products.
Summer acai Menu - BUST MY NUTS
PORTION CONTROL MEDIUM LARGE

ACAI 205g (including bowl) 315g (including bowl)

BANANA 2 cuts 1 metal scoop

LOTUS BISCOFF CRUNCH 1 metal scoop 1 metal scoop

PEANUT CRUNCH 1 metal scoop 1 metal scoop

ALMOND CRUNCH 1 metal scoop 1 metal scoop

NUTELLA Half of usual sauce portion (~25g) Half of usual sauce portion (~25g)

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - WOW
GRAAAPE

- An alternative for customers who prefer a fruity bowl.

- Growing popularity among customers.
- It is vegan-friendly and dairy-free.
Summer acai Menu - wow graAApe !
PORTION CONTROL MEDIUM LARGE

ACAI 205g (including bowl) 315g (including bowl)

BANANA 2 cuts 3 cuts

STRAWBERRIES 4-5 slices 5-6 slices

GREEN GRAPES 3-4 grapes, cut them into halves 5-6 grapes, cut them into halves

PEACH 2 tablespoon 3 tablespoon

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - NUTTY HAZEL

- This is not an acai bowl.

- Many customers do not realise that this is actually a hazelnut sorbet bowl. It is required to inform customers
that the base of Nutty Hazel is hazelnut sorbet instead of acai.
- There is a pre-added sauce in this bowl → Nutella (only a small portion).
- Customers can still pick a free choice of sauce on top of Nutella.
- Customers can also choose to remove Nutella if they do not want it too sweet.
- It is NOT vegan-friendly and dairy-free because the bowl contains OREO AND NUTELLA.
BOTH OREO AND NUTELLA contains traces of milk products.
Summer acai Menu - NUTTY HAZEL
PORTION CONTROL MEDIUM LARGE

HAZELNUT SORBET 205g (including bowl) 315g (including bowl)

BANANA 2 cuts 1 metal scoop

LOTUS BISCOFF CRUNCH 1 metal scoop 1 metal scoop

OREO CRUNCH 1 metal scoop 1 metal scoop

ALMOND CRUNCH 1 metal scoop 1 metal scoop

NUTELLA Half of usual sauce portion (~25g) Half of usual sauce portion (~25g)

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - yuzu punch

- This is bowl is HALF ACAI & HALF YUZU SORBET

- It has the same toppings as BASIC BITCH (1).
- There is no petite option for YUZU PUNCH.
- Medium and large bowls are at $11.10 and $16.70 respectively, which
is $0.9 more expensive than the standard acai bowls.
- It is vegan-friendly and dairy-free.
Summer acai Menu - yuzu punch
PORTION CONTROL MEDIUM LARGE

ACAI 115g 160g

YUZU SORBET 90g (including bowl) 155g (including bowl)

BANANA 2 cuts 3 cuts

STRAWBERRIES 4-5 slices 5-6 slices

BLUEBERRIES 5-6 blueberries 7-8 blueberries

PITAYA 2 tablespoon 3 tablespoon

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - mango jambo

- This is bowl is HALF ACAI & HALF MANGO SORBET

- It has the same toppings as BASIC BITCH (1).
- There is no petite option for MANGO JAMBO.
- Medium and large bowls are at $11.10 and $16.70 respectively, which is
$0.9 more expensive than the standard acai bowls.
- It is vegan-friendly and dairy-free.
Summer acai Menu - MANGO JAMBO
PORTION CONTROL MEDIUM LARGE

ACAI 115g 160g

MANGO SORBET 90g (including bowl) 155g (including bowl)

BANANA 2 cuts 3 cuts

STRAWBERRIES 4-5 slices 5-6 slices

BLUEBERRIES 5-6 blueberries 7-8 blueberries

PITAYA 2 tablespoon 3 tablespoon

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - KEN’S PINK GF

- This is bowl is HALF ACAI & HALF RASPBERRY SORBET

- There is no petite option for KEN’S PINK GF
- Medium and large bowls are at $$11.10 and $16.70 respectively, which
is $0.9 more expensive than the standard acai bowls.
Summer acai Menu - KEN’S PINK GF
PORTION CONTROL MEDIUM LARGE

ACAI 115g 160g

RASPBERRY SORBET 90g (including bowl) 155g (including bowl)

BANANA 2 cuts 3 cuts

STRAWBERRIES 4-5 slices 5-6 slices

GREEN GRAPES 3-4 grapes, cut them into halves 5-6 grapes, cut them into halves

DIGESTIVES CRUNCH 1 metal scoop 1 metal scoop

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - GOSSIP GEARL

- This is bowl is HALF ACAI & HALF EARL GREY SORBET

- There is no petite option for GOSSIP GEARL
- Medium and large bowls are at $11.10 and $16.70 respectively, which is
$0.9 more expensive than the standard acai bowls.
Summer acai Menu - GOSSIP GEARL
PORTION CONTROL MEDIUM LARGE

ACAI 115g 160g

EARL GREY SORBET 90g (including bowl) 155g (including bowl)

BANANA 2 cuts 3 cuts

STRAWBERRIES 4-5 slices 5-6 slices

BLUEBERRIES 5-6 blueberries 7-8 blueberries

PITAYA 2 tablespoon 3 tablespoon

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - SUNSET KISS

- This is bowl is HALF ACAI & HALF ORANGE SORBET

- There is no petite option for SUNSET KISS
- Medium and large bowls are at $11.10 and $16.70 respectively, which is
$0.9 more expensive than the standard acai bowls.
Summer acai Menu - SUNSET KISS
PORTION CONTROL MEDIUM LARGE

ACAI 115g 160g

ORANGE SORBET 90g (including bowl) 155g (including bowl)

BANANA 2 cuts 3 cuts

STRAWBERRIES 4-5 slices 5-6 slices

PEACH 2 tablespoon 3 tablespoon

LOTUS BISCOFF CRUNCH 1 metal scoop 1 metal scoop

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - You-gurt an
affair

- This is bowl is HALF ACAI & HALF FROZEN YOGURT

- There is no petite option for YOU-GURT AN AFFAIR
- FROZEN YOGURT CONTAINS MILK, therefore it is NOT vegan-friendly
- Medium and large bowls are at $11.10 and $16.70 respectively, which is
$0.9 more expensive than the standard acai bowls.
Summer acai Menu - FROZEN YOGURT
PORTION CONTROL MEDIUM LARGE

ACAI 115g 160g

FROZEN YOGURT 90g (including bowl) 155g (including bowl)

STRAWBERRIES 4-5 slices 5-6 slices

BLUEBERRIES 5-6 blueberries 7-8 blueberries

ALMOND FLAKES 1 metal scoop 1 metal scoop

DIGESTIVES BISCUITS 1 metal scoop 1 metal scoop

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai Menu - Squeeze my coconuts

- This is bowl is HALF ACAI & HALF COCONUT GELATO

- There is no petite option for
- Medium and large bowls are at $11.10 and $16.70 respectively, which is
$0.9 more expensive than the standard acai bowls.
Summer acai Menu - SQUEEZE MY
COCONUTS
PORTION CONTROL MEDIUM LARGE

ACAI 115g 160g

RASPBERRY SORBET 90g (including bowl) 155g (including bowl)

BANANA 2 cuts 3 cuts

STRAWBERRIES 4-5 slices 5-6 slices

GREEN GRAPES 3-4 grapes, cut them into halves 5-6 grapes, cut them into halves

LOTUS CRUNCH 1 metal scoop 1 metal scoop

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai QUICKY BOWL

1. This is a small size option for customers to

pick. The toppings are pre-selected and
cannot be changed - the toppings are the
same as BASIC BITCH’S toppings.
2. The quickie bowl includes granola &
superfoods, unless customers request
otherwise.
3. Superfoods consist of chia seeds, coconut
flakes and cacao nibs
4. Add-on toppings at $0.80 each.
5. The texture of the acai is only ready-to-eat
→ there is no frozen quicky acai.
6. No loyalty stamp for quicky bowl.
Summer acai Menu - QUICKY bowl
PORTION CONTROL

ACAI 90g (including bowl)

BANANA 1 cut

STRAWBERRIES 2-3 slices

BLUEBERRIES 3 blueberries

PITAYA 1/2 tablespoon

GRANOLA 1/2 metal scoop

CHIA SEEDS 1 teaspoon or less

COCONUT FLAKES 1 teaspoon or less

CACAO NIBS 1 teaspoon or less

Summer acai SEASONAL MENU

1. ALL items will include granola & superfoods,

unless customers request otherwise.
2. Superfoods consist of chia seeds, coconut
flakes and cacao nibs
3. Add-on toppings at $0.80 each.
4. Exchanging of toppings is NOT allowed. E.g.
DO NOT ALLOW if customer request to
change chia seeds to Banana..
5. If customer cannot consume one of the
toppings, we can REMOVE and even out
with the rest of the toppings.
Summer acai Menu - KYOKU MATCHA

- This is bowl is HALF ACAI & HALF MATCHA

- There is no petite option for KYOKU MATCHA
- Medium and large bowls are at $11.10 and $16.70 respectively, which is
$0.9 more expensive than the standard acai bowls.
Summer acai Menu - KYOKU MATCHA
PORTION CONTROL MEDIUM LARGE

ACAI 115g 160g

MATCHA SORBET 90g (including bowl) 155g (including bowl)

STRAWBERRIES 4-5 slices 5-6 slices

BLUEBERRY 5-6 blueberries 7-8 blueberries

GREEN GRAPES 3-4 grapes, cut them into halves 5-6 grapes, cut them into halves

OREO CRUNCH 1 metal scoop 1 metal scoop

GRANOLA 1 metal scoop 1 metal scoop

CHIA SEEDS 1 teaspoon or less 1 teaspoon or less

COCONUT FLAKES 1 teaspoon 1 teaspoon

CACAO NIBS 1 teaspoon 1 teaspoon

Summer acai DIY Menu
1. Customers can choose to DIY their acai bowls instead.
2. ALL DIY BOWLS will include granola & superfoods,
unless customers request otherwise. Superfoods
consist of chia seeds and coconut flakes.
3. If the delivery order states “NO CRUNCH” - contact
customer and check if they want granola & superfoods.
If not, separate granola & superfoods in case of any
allergies.
4. There is an additional charge if customers choose a
different sorbet instead of acai sorbet.
5. Add-on toppings at $0.80 each.
6. MEDIUM BOWL ($10.80) - Choose 1 BASE, 3 FRUITS, 1
CRUNCH, 1 SAUCE. Granola and superfoods will be
included.
7. LARGE BOWL ($16.40) - Choose 1 BASE, 4 FRUITS, 2
CRUNCH, 1 SAUCE. Granola and superfoods will be
included.
Summer acai Menu - sauces
- ALL BOWLS COME WITH CUSTOMERS’
CHOICE OF SAUCE. ALL SAUCES ARE FREE
AND THEY WOULD LIKE TO ADD ON EXTRA
SAUCE ($0.80).
- COOKIE BUTTER is the most popular sauce.
- ALMOND BUTTER is the second most popular
sauce among customers who do not prefer
sweet sauce.
- NUTELLA AND PISTACHIO are NOT
vegan-friendly because both contain milk
products.
- Our nut butters (almond, peanut) are PURE,
with no added sugars.
- There are three options for sauce portions: No
Sauce, Some Sauce, and a Normal Portion.
Summer acai Menu - sauces

Sauce must be well-presented and portion is about

50g, as shown in the image.

For dine-in orders - sauce must be visible on the top.

For takeaway orders - sauce must be below

toppings so that sauce will not stain on the lids.
Loyalty CaRD
Old version of loyalty card

1. Loyalty cards expired on January

1, 2023.
2. Cannot be redeemed or used for
rewards.
3. Customers can transfer existing
stamps to a new loyalty card.
New version of loyalty card
1. Customers can earn 1 stamp for
every purchase of a medium
bowl, large bowl, or pint. Available
for walk-in orders only.
2. The card also no expiration date.
3. Customer can redeem free
toppings(crunch, sauce, fruits),
free Quicky Bowl only. And can
use at TSA all outlet.
OUR PREP WORK
PREP WORK - Types of sorbets

There are 10 different types of sorbets in total:

Acai sorbet Hazelnut sorbet Yuzu sorbet Raspberry sorbet Coconut sorbet

Mango sorbet Orange sorbet Earl grey sorbet Yogurt sorbet Matcha sorbet
PREP WORK - about acai and sorbets

Once acai and sorbet tubs are delivered to the shop, it is required to remove all
cardboard boxes and put the tubs into the freezer IMMEDIATELY.

What happens when there is not enough space in the freezer to store the
new acai and sorbet tubs?

Step 1: Try to prep as many bowls as possible.

Step 2: However, if there’s no space to prep bowls, you may put the remaining
tubs inside the chiller for 20 minutes.
Step 3: After 20 minutes, take out the tubs from the freezer (the old ones from
yesterday that is rock hard frozen) and switch with the newer tubs. Put the newly
arrived tubs into the freezer.
Step 4: Repeat step 1, 2 and 3 and try to fit all the tubs into the freezer as soon as
possible. (Anything unsure, please ask in MT Comms, all will advise accordingly)
PREP WORK - about acai and sorbets
Example of READY-TO-EAT acai bowl
There are 2 states of acai/sorbet conditions we serve:

1. FROZEN ACAI BOWL

- We must serve frozen acai and sorbets for ALL delivery orders
and for customers who choose to take away AND are
consuming after 10 minutes.
- Frozen acai is able to withstand 30 - 45 minutes out of the freezer
in Singapore’s temperature without melting completely.

2. READY-TO-EAT ACAI BOWL (RTE acai bowl)

- A ready-to-eat acai bowl is semi-frozen with a smooth and creamy
texture (similar to ice cream).
- We serve RTE acai bowls to customers who are dining in or eating
WITHIN 10 minutes.
- RTE acai is able to last in less than 20 minutes before it starts
melting completely.
PREP WORK - about acai and sorbets

Type of acai bowls Times of consumption

-The base can withstand at least 30 - 45

Frozen bowl minutes out of the freezer without melting
completely.

-The base will melt within 10 minutes out of

Ready-to-eat bowl the freezer.
PREP WORK - About acai and sorbets
There are 2 states of acai/sorbet conditions we DO NOT SERVE:

1. WATERY/MELTY ACAI BOWL

- We are NOT ALLOWED to serve watery/melty acai bowl.
- Watery acai bowls are caused by various reasons:
(1) Acai is left outside the freezer for more than 20 minutes.
(2) Acai bowls that are placed into the freezer for less than an hour.
(3) Freezer is spoilt

2. ICY ACAI BOWL

- Instead of a smooth and creamy texture, icy acai is made up of
chunks of ice, akin to the icy texture of Ice Kachang.
- We are NOT ALLOWED to serve icy acai bowl. Example of watery bowl
- Icy acai is caused when acai has melted completely and placed in
the freezer to refreeze again. (Slow prep work, Leaving tubs for TOO
LONG)
-
To prevent serving watery and icy acai bowls, DO NOT leave acai out of freezer for more than 20 minutes.
PREP WORK - About acai and sorbets
Weight of each bowl
Different size of bowl have different weight.

Large Acai bowl and hazelnut bowl each Large Half Acai + half sorbet bowl is about
is about 340 gram 160 gram acai + 155g (sorbet)
INCLUDED bowl’s weight INCLUDED bowl’s weight
315g-320g IS acceptable 315g-320g IS acceptable

Medium Acai bowl and hazelnut bowl Medium Half Acai + half sorbet bowl is
each is about 205 gram about 115 gram acai +90 gram sorbet
INCLUDED bowl’s weight INCLUDED bowl’s weight
205g-210g IS acceptable 205g-210g IS acceptable
PREP WORK - About FRUITS

There are 7 different types of fruits in total:

-Banana
-Strawberry
-Blueberry
-Pitaya (WHITE dragonfruit in portuguese)
-Kiwi
-Grape
-Peach

Before every single end of your shift, you MUST prepare enough fruits for the
next day’s shift.
 PREP WORK - About FRUITS

Banana
● Once bananas are delivered to the shop, it is required to arrange the bananas nicely.
● Remove plastics that is used to wrap the bananas.
● Place bananas upright and do not stack it together to avoid it becoming spoilt.
● There is no pre-prep for banana, you are required to use banana cutter to cut directly
onto the bowl. (This prevents Oxidation)

Do put it Do not stack

upright. banana like
this !
PREP WORK - About FRUITS
Strawberry
- Once strawberries are delivered to the shop, it is required to check the condition Cut
of strawberries. You are required to inform in the FRUITS group chat immediately strawberries’
via Whatsapp when strawberries are found spoilt. You can ask in the Fruits head off
supplier’s group for replacement for that particular box. (Mouldy, Bruised
Strawberry, Strawberries found below nett weight)

How to cut strawberries?

-You are required to take strawberries out from the chiller, cut the strawberries
according to sales trend, the sizes and condition will also affected on how many
boxes you should cut for the strawberries.
-For Busy outlet IT IS required to cut 10-12 boxes, while for Less Busy outlets it is
Cut into
advisable to cut 8-10 boxes. A general rule of thumb is to cut one whole black tub slices by
worth of strawberry for all outlets. using
strawberry
Step 1- Cut the strawberries leaves off, cutter
Step 2 -Rinse cut strawberries with water,
Step 3 -Use strawberry cutter to cut into slices, and store inside chiller, ready to
serve!
(ENSURE BLACK TUBS USED TO STORE STRAWBERRY ARE DRY, strawberry
is like your girlfriend, its very sensitive to moisture)
(Please take EXTREME care of the strawberry cutter, it cost $70 for one)
 PREP WORK - About FRUITS
Example of blueberries inside tin
Blueberry container
-Once blueberries are delivered to the shop, it is required to check the
condition of blueberries, you are required to inform in fruits supplier group
chat on Whatsapp immediately when any blueberries are found spoilt.
You can ask in the supplier’s group for replacement for that particular
box. (MOULDY, MUSHY (Too soft and easily bruised))

How to wash blueberries?

-You are required to take blueberries out from the chiller, wash the
blueberries according to sales trend, the sizes and condition will also
affected on how many boxes you should open for the blueberries.

Step 1- Empty the blueberries into tin container,

Step 2 -Rinse blueberries with water,
Step 3 -Put back to chiller, ready to serve!

(Similar to strawberries, blueberries are VERY sensitive to moisture,

please make sure that water is drained from the metal tins frequently.)
 PREP WORK - About FRUITS
Pitaya (White Dragonfruit in Portuguese)
- Once pitaya are delivered to the shop, it is required to store the pitaya
inside the chiller.

What happens when there is not enough space in the chiller to store the pitaya?
You can leave it at the dry kitchen area for a day.

How to cut pitaya?

You are required to take pitaya out from the chiller, the sizes of the pitaya will also affect the amount of the
Example of pitaya inside black
pitaya you should cut.
tub
-For Busy outlets you can cut 12-14 pcs,, while for Less Busy outlets you can cut 10-12 pcs.

Step 1- Cut the pitaya head and tail off,

Step 2 -Peel off the pitaya skin,
Step 3 -Cut the pitaya into half and make it into cubes,
Step 4 -Put pitaya in the black tub, and store inside freezer, ready to serve!

(THE RED COLOUR SKIN MUST BE ENTIRELY CUT AWAY, NO RESIDUAL ARE ALLOWED)
 PREP WORK - About FRUITS
Kiwis
- Once kiwis are delivered to the shop, it is required to store the kiwi
inside the chiller.
Flesh may become too soft and
What happens when you overcut kiwi? (As picture shown)
mushy (Left side kiwi) after a day.
The flesh WILL become too soft and mushy, and turn rancid (spoiled) after a day. THE
KIWI WILL BE WASTED (You will be liable for non compliance). It is best to only cut
when necessary.

How to cut kiwi?

You are required to take the kiwi out from the chiller, the sizes of kiwi will also affect on
how many pieces of kiwi you should cut.

Step 1- Remove the kiwi skin by cut off both ends of kiwi ,
Step 2 -Then use knife to carefully cut the skin off in strips, (Can also use peeler) Slice the kiwi in this size.
Step 3 -Slice the kiwi as desired, put it back to chiller and ready to use!

General Rule of Thumb -

BUSY OUTLETS (8 PIECES AT A TIME)
LESS BUSY OUTLETS (5 PIECE AT A TIME)
 PREP WORK - About FRUITS
Grapes
-Once grapes are delivered, it is required to check the condition of grapes,
you are required to inform in the fruits supplier group chat via Whatsapp
immediately when found spoiled/damaged. You can ask in the supplier’s
group for a new replacement.

How to wash grapes?

-You are required to take grapes out from the chiller, and you can prepare
1 box of grape at a time.
Example of grapes inside tin
Step 1- Pluck the grapes and put it into the metal tin, container
Step 2 -Rinse grape with water,
Step 3 -Ensure that there are no yellow-ish grapes and you are ready to
serve!

(RED OR BLACK GRAPES ARE NOT ACCEPTED WHEN RECEIVING FROM

FRUITS SUPPLIER. REJECT AND ASK FOR REPLACEMENT)

MUSCAT GRAPES ARE TOO EXPENSIVE, REJECT.

 PREP WORK - About FRUITS
Peaches
- Once peach cans are delivered to the shop, it is required to store the
peach cans in dry kitchen area.

How to cut peach?

You are required to take peach cans out from the dry kitchen area, we generally
have 2 sizes of peach cans (825g and 3060g).

Busy outlets can cut 4 to 6 825g cans or 1 to 2 3060g cans.

Less Busy outlets can cut 3 825g cans or 1 3060g.
Example of the size of
Step 1-Open peach cans by using can opener (for big peach can), canned peaches
Step 2 -Pour the syrup away, and take out canned peaches,
Step 3 -Cut the canned peaches into half and cut it into cubes,
Step 4 -Transfer the peaches to black tub and store inside chiller.

(SYRUP MUST BE DRAINED FROM METAL TIN, NOT DOING SO WILL

RESULT IN RANCID OR SPOILED PEACHES. STRICT COMPLIANCE)
PREP WORK - About sauces
There are 6 different types of sauces in total:

Cookie butter Pistachio Maple syrup

Almond butter Nutella Peanut butter

 PREP WORK - About sauces
From left to right:
Maple syrup
Sauces that need to be placed in bottles: Peanut butter
(Light brown)
-Almond butter
Almond butter
-Peanut butter (Dark Brown)
-Maple syrup

Sauces that need to be prepped in piping bags:

From left to right:
-Cookie Butter Pistachio
-Nutella Nutella
-Pistachio Cookie butter
 PREP WORK - About sauces
PLEASE REFILL THESE SAUCES TO THE BRIM BEFORE EVERY END OF YOUR SHIFT.

-Almond butter
-Peanut butter
-Maple syrup

You MUST use a knife or spatula to stir both almond butter and peanut butter to smooth consistency
before transfer them into the bottle. Failing to do so will cause the nut butters to be in chunk. (The
whole bottle will explode and you will have to clean up afterwards)

YOU MUST STIR THE ENTIRE NUT BUTTER

BEFORE USING. DO NOT TAKE THE EASY WAY OUT
AND OPEN A NEW TUB AND THROW THE HARDENED
NUT BUTTER CHUNKS BELOW.

STRICT COMPLIANCE TO BE ADHERED.

NON COMPLIANCE RESULTS IN FINES.
 PREP WORK - About sauces
For the sauces that are listed below it is required to be prepped before every end of your shift.
For every sauce you prep, you MUST write down the date that you prep on the piping bag.
(FOOD SAFETY CONCERNS)

Amounts required to prep:

-Cookie Butter at least 10 piping bags Example of date indicated
-Nutella at least 5 piping bags on piping bag
-Pistachio at least 3 piping bags

You can use knife or spatula to stir Cookie Butter, Cashew Butter and Nutella to smooth consistency before
transferring them into piping bag.

Additional thing to take note for Pistachio sauce:

You are required to add in 700ml of vegetable oil into the new Pistachio tub and stir to smooth consistency
before transferring them into piping bags.
 PREP WORK - About crunches
There are 9 different types of crunches in total:

Maple granola Coconut flake Chia seeds Peanut Cacao nibs

Digestive Oreo crunch Lotus crunch Almond flake

 PREP WORK - About crunches
Maple Granola

Ingredients:
Rolled Oat, Pumpkin Seeds, Almond Slices,
Sunflower Seeds, Maple Syrup, Palm Sugar,
Coconut Oil, Salt and Cinnamon Powder

How to refill the granola?

You are required to take new pack of maple granola from dry
kitchen area, open the granola pack and pour into container / Example of maple granola
tupperware, ready to serve !

(SPOONS USED TO SERVE MUST BE DRY.)

 PREP WORK - About crunches
Coconut Flake

Ingredients:
Desiccated coconut,sugar, Dextrose and Salt

How to refill the coconut flake?

You are required to take new pack of coconut flakes from dry
kitchen area, open the coconut flake pack and pour into container /
tupperware, ready to serve ! Example of coconut flake

(SPOONS USED TO SERVE MUST BE DRY.)

 PREP WORK - About crunches
Chia Seeds

Ingredients:
Black chia seeds

How to refill the chia seeds?

You are required to take new pack of chia seeds from dry kitchen
area, open the chia seed pack and pour into container /
tupperware, ready to serve !

(SPOONS USED TO SERVE MUST BE DRY.) Example of chia seeds

 PREP WORK - About crunches
Cacao nibs

Ingredients:
Cacao nibs and milk

How to refill the cacao nibs?

You are required to take new pack of cacao nibs from dry kitchen
area, open the pack and pour into container / tupperware, ready
to serve !

(SPOONS USED TO SERVE MUST BE DRY.) Example of cacao nibs

 PREP WORK - About crunches
Peanuts

Ingredients:
Peanuts

How to refill the peanut?

You are required to take new pack of peanut from dry kitchen
area, open the peanut pack and pour into container / tupperware,
ready to serve !

(SPOONS USED TO SERVE MUST BE DRY.)

Example of peanuts
 PREP WORK - About crunches
Almond Flakes

Ingredients:
USA Almond

How to refill the almond flake?

You are required to take new pack of almond flake from dry kitchen area,
open the almond flake pack and pour into container / tupperware, ready to
serve !
Example of almond flakes

(SPOONS USED TO SERVE MUST BE DRY.)

 PREP WORK - About crunches
Lotus Crunch

Ingredients:
Wheat flour, sugar, non-hydrogenated vegetable oils,
Candy sugar syrup, raising agent (sodium hydrogen
Carbonate (INS500ii)), salt and cinnamon.

How to refill the lotus crunch?

You are required to take new pack of lotus crunch from dry kitchen Example of lotus crunch
area, open the lotus crunch pack and pour into container / tupperware,
ready to serve !

(SPOONS USED TO SERVE MUST BE DRY.)

 PREP WORK - About crunches
Oreo Crunch

Ingredients:
Wheat flour, sugar, non-hydrogenated vegetable oils, Cocoa powder (4%),
Fructose syrup, raising agents (sodium bicarbonate (INS500ii)), Ammonium
bicarbonate (INS503ii)), corn starch, salt, emulsifier (Soy lecithin
(INS322(i)), nature identical vanilla flavour.

How to refill the oreo crunch?

You are required to take new pack of oreo crunch from dry kitchen
area, open the oreo crunch pack and pour into container / tupperware,
Example of oreo crunch
ready to serve !

(SPOONS USED TO SERVE MUST BE DRY.)

 PREP WORK - About crunches
Digestive Crunch

Ingredients:
Flour (55%) (Wheat flour, Calcium, Iron, Niacin, Thiamin), Vegetable oil
(Palm oil), Wholemeal wheat flour (16%), Sugar, partially inverted sugar
syrup, raising agents (sodium bicarbonate, Malic Acid, Ammonium
bicarbonate,
and salt.

How to refill the digestive crunch?

(It is slightly different with other crunches) Example of digestive crunch
You are required to take new pack of digestive biscuit from dry kitchen
area, open the digestive pack and CRUSH the digestive biscuit before
pour into container / tupperware, ready to serve !

(SPOONS USED TO SERVE MUST BE DRY.)

OUR HYGIENE
PROTOCOLS
receiving and storage of frozen acai
tubs
● Receiving & Storage Temperature: Frozen Acai tubs must be kept in a freezer with a temperature
at or below -18°C to prevent thawing and bacterial growth.

-After receiving the acai tubs from ICC, please transfer them into the freezer immediately.

-Don't leave the tubs outside of room temperature for more than 20 minutes.

-If there is no space in the freezer, please keep it in the fridge for no more than 40 minutes.
receiving and storage of frozen acai
tubs
● Stock Rotation: Follow the first-in, first-out (FIFO) method to ensure that the
oldest stock is used first and avoid acai tubs from expiring.

-Check batch code and FIFO

-Store the same batch code together.

receiving and storage of frozen acai
tubs
● Storage Conditions: Keep the storage area clean, dry, and well-ventilated to
prevent any contamination of the acai tubs.

-Always clean the freezer and fridge, including the ice.

Handling of fresh fruits and
toppings
● Washing: Before use, all fresh fruits and toppings must be washed thoroughly to
remove dirt, debris, or pesticides.

● Storage: Fresh fruits and toppings should be stored in clean, well-ventilated areas
at the correct temperature and humidity to prevent spoilage and bacterial growth

-The fridge that stores fruits should be kept below 4°C (40°F).

-Maintenance cleanliness of the fridge, including the ice.

Handling of fresh fruits and
toppings
● Cross-contamination: Fresh fruits and toppings should be stored separately to
prevent the spread of foodborne illness.

-Each cutted fruits store in different container

-Label all the container

-Follow the first-in, first-out (FIFO) method

Handling of fresh fruits and
toppings
● Quality control: Before use, fresh fruits and toppings should be checked for quality
and freshness. Any items that are discolored, slimy, or have an off odor should be
discarded.

-Always do food tasting, especially when opening shop.

-We never serve spoiled or moldy food.

preparation of acai bowls
● Allergen control:

-Staff should be aware of potential allergens in the ingredients and take more
attention on the note of the order.

● Time and temperature abuse:

-Acai bowls should be served immediately after preparation or stored at the

correct temperature to prevent time and temperature abuse, which can lead to
bacterial growth and food spoilage.
personal hygiene
● All employees are required to wash their hands thoroughly with soap and water
before starting work and after handling any materials.

● Proper grooming and hygiene practices.

-Tie back hair or wear a cap.

-Wearing clean and appropriate clothing, including apron.

-Avoiding excessive jewelry

personal hygiene

● Gloves must be worn when handling ready-to-eat foods, such as prep bowls,
sauces, fruits and toppings, to prevent bare-hand contact and reduce the risk of
contamination.

● Employees should report any issues or concerns to the management immediately.

-For example, cuts, illnesses, colds, and other infectious diseases.

Cleaning and sanitizing
● All surfaces, utensils, and equipment should be regularly cleaned to prevent the
growth and spread of bacteria, viruses, and other harmful pathogens every morning
and night.

-Clean all the tools and containers when opening and closing.

-Clean all the workspaces.

-Sweep and mop the floor with soap while closing.

-Soak the rag in hot water and soap.

Cleaning and sanitizing

● Garbage bins and waste containers should be regularly throwed and cleaned to
prevent odors, pests, and cross-contamination.

-Before leaving everyday, take out the rubbish and change to a new garbage bag.

-Clean the food waste in the sink.

● Cleaning equipment, such as mops, buckets, and brushes, should be cleaned after
closing and stored in designated areas to prevent cross-contamination.

-Remember to dispose of the dirty water.

Food storage
● All food, including acai and other ingredients, should be stored in clean, dry, and
well-ventilated areas to prevent spoilage and contamination.
Food storage
● Perishable foods, such as fruits and dairy products, should be stored in
refrigerators at temperatures below 4°C (40°F) to prevent the growth of harmful
bacteria.

● Frozen foods, such as frozen acai tubs should be stored at temperatures below -18°
C (0°F) to maintain their quality and freshness.
● Ready To Eat acai should be stored at temperatures below -14~-16°C (0°F) to
maintain their quality and freshness.
Pest control
● All food should be stored in sealed containers to prevent pests from accessing
them.

● The shop should maintain a clean and dry environment to prevent the attraction of
pests.

● Regular cleaning and sanitization of the shop should be carried out to prevent the
buildup of debris and dirt, which can attract pests.
OUR SERVICE
STANDARDS
Summer acai Service Standards
● Thoughtful ● Professional
- Goes above and beyond to serve - Well-Groomed with apron and cap
customers to their needs - Well-versed in product knowledge
- Being proactive - Familiar with current procedures
PROFESSIONAL
- Attention to details (E.g. serve pregnant - Thorough ownership
customers directly) - Uses appropriate tone and language to
- Remembers requests communicate with customers

● Gracious
● Engaging
SUMMER - Treats customers with respect and
- Stay positive and friendly ACAI sincerity.
through tone and body THOUGHTFUL GRACIOUS
SERVICE - Warm greetings & friendly smiles
language during customers’ STANDARDS
interactions
- Tactful response to inquiries
- Empathetic Listening

ENGAGING
Summer acai Service Standards
A standard template to follow when serving customers:

Body Language &

Scenario Speech
Facial Expression

When customer is Hi! Welcome! What would you like to have today? Maintain eye contact with customer
approaching/entering the and smile.
shop.

When customer is taking a Is it your first time giving us a try? Would you like some recommendations? Smile and keep an open stance.
longer time to look at the
menu.

When customer requests Basic B (Item number 1) is our best selling acai bowl. That will be the best pick if you Smile and remain eye contact with
for recommendations. like a standard fruity bowl. customer while keeping an open
stance. Be personable with customer
If you prefer a nutty acai bowl, you can pick Bust My Nuts (item number 4). and try to engage customer in the
conversation.
Well, if you ask me what’s my favourite, I’d personally pick Wow Graaape (item
number 5) because I have a sweet tooth and the fruits are slightly on a sweeter note!
Summer acai Service Standards
A standard template to follow when serving customers:

Body Language &

Scenario Speech
Facial Expression

Customer starts ordering. Sure! Would you prefer a medium or large acai bowl? Maintain eye contact
For example: “I’d like to Point to sizes of acai bowls to
have one Sugar Daddy”. You get to pick a complimentary sauce as well! Which sauce would you like your customer to explain and show size
acai bowl to go with? differences.
Point to the list of sauces on the
menu.

When customer asks for If you have a sweet tooth like myself, you can pick cookie butter. If you prefer Smile and remain eye contact with
sauce recommendations. something less sweet, you can try our almond butter! Both sauces are very popular customer while keeping an open
among our customers! stance. Be personable with customer
and try to engage customer in the
conversation.

Check if customer wants a Would you be eating the acai bowl within or after 10 minutes? Remain eye contact with customer,
frozen or ready-to-eat acai speak with a clear tone and
bowl. (Refer to Slide 33/34) Since you’re consuming the acai within 10 minutes, would you like a ready-to-eat professional manner.
acai bowl?

OR

Since you’re consuming the acai after 10 minutes, would you like a frozen acai
bowl? It can last at least 30 minutes without melting too quickly.
Summer acai Service Standards
A standard template to follow when serving customers:

Body Language &

Scenario Speech
Facial Expression

Customer is confused and The ready-to-eat acai bowl is meant for consumption within 10 minutes. Whereas Remain eye contact with customer,
ask about the difference the frozen acai bowl is prepared earlier in the day so that it can stay frozen for speak with a clear tone and
between a frozen and about 30 minutes, if you choose to takeaway and consume after 10 minutes. professional manner.
ready-to-eat bowl.

Customer is about to make What payment method would you like to pay by? We accept cashless options such Keep an open stance.
payment. as paywave and PayNow too.

We must introduce and Do you have our Loyalty Card? Remain eye contact with customer,
give our loyalty card to the speak with a clear tone and
customer. (If no) professional manner.

This is our loyalty card, you will receive a stamp for every medium or large bowl
purchased. With the collected stamps, you can eventually redeem a free medium
bowl. You may feel free to use this card in all our 10 outlets.

Transaction done. Thank you so much! Do give us some time while we prepare your order. We will Smile and thank customer in a
bring it to you/ring the buzzer once your order is ready! light-hearted tone.
Summer acai Service Standards
How to serve customers with allergies/dietary preferences:

Body Language &

Scenario Speech
Facial Expression

Customer is allergic to Since you’re allergic to nuts, I would recommend items number 1,3 and 5 which Smile and speak in a clear tone and
nuts. primarily contain fruits. professional manner. Maintain eye
Also, as our granola contain almonds, we can remove granola for you and even contact with customer.
out with the rest of the toppings.

Customer is vegan/unable Item 4 contains nutella, which has dairy. So, we can remove nutella for you and Smile and speak in a clear tone and
to consume dairy but wants you are still able to choose your preferred sauce for your acai bowl! professional manner. Maintain eye
to order Bust My contact with customer.
Nuts/Nutty Hazel. Item 6 contains nutella and oreo, where both contain dairy. If you’re ok, we can
remove nutella and oreo, and even out the rest of the toppings for you. You may
also choose your preferred sauce for your bowl!

Customer is unable to I will recommend item number 1, 3 and 5 if you’re allergic to gluten. Our granola Smile and speak in a clear tone and
consume gluten. contains traces of gluten too, hence we can remove granola for you to still enjoy professional manner. Maintain eye
your bowl. contact with customer.

Specific food allergy, e.g. Not to worry, we will remove kiwi and even out the rest of toppings for you! Smile and speak in a clear tone and
kiwi. professional manner. Maintain eye
contact with customer.
Summer acai Service Standards
How to serve customers with difficult requests:

Body Language &

Scenario Speech
Facial Expression

Customer wants to exchange I am so sorry that we are unable to do so due to company’s policy. Perhaps I Smile and maintain eye contact with customer.
toppings from pre-selected bowl. can remove chia seeds for you and you may enjoy your bowl without it! Speak with empathy and sincerity so that
E.g. Request to change chia seeds customer is able to better accept the policy.
to blueberries. I am so sorry that we are unable to do so due to company’s policy. Perhaps I
can remove bananas for you and even out the rest of the toppings for your
acai bowl!

Customer wants to get a half frozen Unfortunately, we do not have half-frozen and half ready-to-eat acai bowls. If Maintain eye contact with customer, speak with
and half ready-to-eat acai. you would like to take away the remaining acai that you might not be able to a clear tone and in a professional manner.
finish, I would recommend you to pick a frozen bowl and take your time to Understand why customer made such a
consume it. request and provide a few of the most ideal
solution for them.
Alternatively, we can serve you a ready-to-eat acai bowl and you may leave
the left over acai with us, we can store it in the freezer for you before you
bring it home.

Customer wants a frozen petite Unfortunately, we do not have frozen petite acai bowls. If you would like a Speak with empathy and sincerity. Understand
bowl. frozen acai bowl to take away, you can pick the medium acai bowl to enjoy. If why customer prefers a petite option and this
you are afraid that you cannot finish it, you can keep the rest in the freezer might be a good opportunity to upsell them.
for up to 2 days!

Customer wants petite acai portion I am so sorry that we are unable to do so due to company’s policy. I actually Speak with empathy and sincerity. Let
in a medium bowls as there are no prefer the medium bowl option because for just $2.40, I get much more acai customer feel that you are speaking for the
more petite bowls. and toppings! If you’re afraid that you are unable to finish the medium bowl, best interest of them. Most of the time, this
you can actually keep the rest in the freezer for up to 2 days! happens when petite bowls are sold out but
they want just the petite acai portion.
Summer acai Service Standards
How to handle complaints/confrontation:

Body Language &

Scenario Speech
Facial Expression

Customer complains about foreign objects I am truly sorry about the foreign object, I would have felt the same Show empathy and understanding of customer’s
in a bowl. way as you did. We will not let the same mistake happen again. Let feelings. Be polite and professional and ensure
us make a new bowl for you and we will upsize your bowl for free as that such things will not happen again.
part of our apology.

Customer complains about acai bowl I am truly sorry about the melty/frozen acai, I would have felt Show empathy and understanding of customer’s
being too frozen/melty disappointed just as you did. We will not let the same mistake feelings. Be polite and professional and ensure
happen again. Let us make a new bowl for you with the acai texture that such things will not happen again.
that you prefer.

Always verify the complaints first before making any compensations/refunds. Some complaints might be baseless and do not always
require compensations/refunds.

In the event that the customer has crossed boundaries - was offensive/rude/disrespectful or harassed/assaulted you, we have the
right to politely reject serving them and asking them to leave the shop premises.