15 Golden Rules

Gardener Standards

  1. Immaculate grounds presentation: Gardens, lawns, and pathways perfectly maintained, clean, and free of debris.  

  1. Precision landscaping care: Plants, flowers, and greenery trimmed, healthy, and visually balanced at all times.  

  1. Seasonal & visual excellence: Displays refreshed regularly to reflect seasonality and enhance guest experience. 

  1. Pathway & access cleanliness: Walkways, driveways, and guest areas clear, safe, and unobstructed.  

  1. Irrigation & sustainability control: Watering systems efficient, discreet, and aligned with sustainability practices. 

  1. Equipment & work discretion: Tools and work conducted without disrupting guest comfort or ambiance. 

  1. Attention to detail always: Remove weeds, fallen leaves, and imperfections immediately.  

  1. Consistent resort aesthetic: Maintain a harmonious, luxurious landscape aligned with brand standards. 

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...”