15 Golden Rules

Customer Service Agent Standards

  1. Immediate & attentive response: Acknowledge and respond to guest inquiries promptly and professionally. 

  1. Active listening & understanding: Fully understand guest needs before responding or offering solutions. 

  1. Personalized service approach: Adapt communication style and solutions to each individual guest. 

  1. Efficient problem resolution: Address concerns quickly, offering clear solutions and alternatives. 

  1. Clear & reassuring communication: Communicate with empathy, confidence, and professionalism at all times. 

  1. Ownership of guest experience: Take full responsibility for requests and ensure complete follow-through. 

  1. Seamless guest support: Coordinate effectively with all departments to ensure a smooth, consistent, and uninterrupted guest experience. 

  1. Guest experience focus: Deliver thoughtful and personalized interactions, aiming to create memorable experiences through engaging storytelling and a genuine understanding of guest needs. 

Global Standards

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

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

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

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

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

  6. 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!"

  7. 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...”