15 Golden Rules

Doorman Standards

  1. Immediate arrival assistance: Offer prompt help with luggage and welcome guests upon arrival.  

  1. Luggage care & control: Handle all luggage attentively, keep it secure at all times, and confirm pieces. 

  1. Efficient delivery timing: Ensure luggage is delivered to the room within expected timeframes.  

  1. Respectful room entry protocol: Knock, wait 10 seconds, announce department, knock again if needed, and request permission before entering.  

  1. In-room setup assistance: Position luggage correctly and offer additional items. 

  1. Room orientation delivery: Offer a brief, relevant introduction to key room features when appropriate.  

  1. Proactive service offering: Suggest additional services (e.g., pressing, appropriate dining, transport) before departing. Aim to create memorable experiences through storytelling. 

  1. Seamless arrival & departure support: Assist with transport, directions, and coordination for a smooth guest journey. 

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...”