15 Golden Rules

Hospitality Agent Standards

  1. Immediate guest response: Acknowledge and respond to all guest requests promptly and professionally. 

  1. Personalized service approach: Tailor recommendations and arrangements based on guest preferences and profile. Create memorable experiences through storytelling. 

  1. Expert local & resort knowledge: Provide confident guidance on hotel services, activities, and local experiences. 

  1. Seamless booking coordination: Arrange buggies, activities, and reservations accurately and efficiently. 

  1. Anticipatory guest service: Proactively identify needs and offer solutions before the guest requests. 

  1. Clear & accurate communication: Confirm all details, timings, and arrangements to avoid errors or confusion. 

  1. Ownership of guest requests: Take full responsibility from request to completion, ensuring follow-through. 

  1. Discreet & refined interaction: Deliver service with professionalism, privacy, and a calm, polished presence. 

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...”