15 Golden Rules

Employee Experience Standards

  1. Warm & welcoming approach: Create a friendly, approachable environment where employees feel comfortable and supported. 

  1. Recognition & appreciation: Acknowledge contributions regularly and celebrate achievements. 

  1. Inclusive & respectful culture: Treat all employees with fairness, respect, and openness to diversity. 

  1. Support & care always: Be attentive to employee needs and provide guidance with empathy and professionalism (e.g. offer help, check in when needed). 

  1. Memorable employee experience: Create meaningful moments that inspire connection and a sense of belonging. 

  1. Clear & trustworthy communication: Communicate honestly, transparently, and with consistency. 

  1. Ownership of employee satisfaction: Take responsibility for enhancing employee wellbeing and overall experience (e.g. follow up, close the loop). 

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...”