15 Golden Rules

Duty Manager Standards

  1. Exemplary presence: Demonstrate impeccable grooming, refined demeanor, and a visible, confident presence that sets the standard for others. 

  1. Consistent guest recognition: Use the guest’s name naturally and appropriately, ensuring each interaction feels personal and genuine. 

  1. Personalized guest engagement: Tailor every interaction by leveraging guest preferences, creating meaningful and individualized experiences. 

  1. Anticipatory leadership: Proactively identify guest needs and opportunities by capturing and utilizing guest insights and preferences. 

  1. Subtle & guest-centric upselling: Recommend experiences and enhancements in a natural, refined manner that adds value to the guest journey. 

  1. Storytelling & Brand Representation: Bring Vila Vita Parc out by sharing the origin, culture, and uniqueness of our products, experiences, both gastronomic and our V-Life Shop, and, local partnerships. For example, presenting the origin of meat from our farm, oranges from Silves, wine from our three winery´s in Portugal, Valbon, HDG and Oakland Winery. 

  1. Expert product knowledge: Demonstrate deep understanding of all services, outlets, and experiences to guide guests with confidence and credibility. 

  1. V-Expert fact: Offering an additional, insightful tip that the guest would be unlikely to discover on their own, such as the best times to visit restaurants, a hidden spot for a beautiful sunset, authentic local experiences, or seasonal highlights. The aim is to surprise the guest with valuable, personalized knowledge that enhances their stay and creates a sense of discovery 

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...”