15 Golden Rules

Driver Standards

  1. Safe driving always: Prioritize safety, smooth driving, and guest comfort. 

  1. Punctual & prepared: Arrive on time; vehicle clean, fueled, and ready. 

  1. Professional appearance: Immaculate grooming and composed demeanor. 

  1. Discreet guest interaction: Polite, respectful, and attentive without intrusion. 

  1. Route knowledge: Confident navigation and awareness of local routes. 

  1. Vehicle presentation excellence: Interior and exterior are spotless at all times. Maintain comfortable internal temperatures, AC, music, amenities and a clean neutral scent. Vila Vita Magazines should be accessible. 

  1. Guest assistance: Assist with luggage and ensure a seamless arrival/departure. 

  1. Calm problem handling: Manage delays or issues with clear communication. 

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...”