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Guest acknowledgment: recognise the guest by name, identify guest preferences, and create meaningful connections.

Eye contact: Maintain natural, confident eye contact to show presence and respect.

Smile and say “bom dia”: this is our meaningful warm interaction towards all.

Body language: Upright posture, calm movements, and composed, confident presence at all times.

Interaction/Engage with guests: identify golden nuggets and gather feedback.

Close every interaction with “thank you” and a wish: always thank a guest or employee and say something like, "Wishing you a great week ahead!"

Service recovery & communication excellence: Take ownership, resolve issues promptly, and communicate clearly with warmth and professionalism. You should say “certainly, let me come back to you...”