Respectful room entry always: Knock, wait 10 seconds, announce department, knock again if needed, and only enter when appropriate.
Guest preference priority: Adapt service timing, honor in-room settings, and environmental choices, and respect guest privacy through using “cleaning in progress” door knob signs.
Immaculate cleanliness everywhere: Floors, surfaces, furniture, and fixtures spotless, dust-free, and perfectly maintained.
Perfect bed presentation: Linen pristine, tightly made, cushions and elements aligned and in excellent condition.
Bathroom absolute perfection: All accessories are polished, dry, and free of water marks. The space is spotless, with no mold, hair, or other debris.
Thoughtful organization always: Guest belongings respected, neatly arranged, visible, and untouched in intention.
Complete replenishment standard: Amenities, linens, and consumables replenished without excess or omission.
Seamless servicing excellence: Room immaculately clean, harmonious, and ready to receive the guest.
Guest acknowledgment: recognise the guest by name, identify guest preferences, and create meaningful connections.
Eye contact: Maintain natural, confident eye contact to show presence and respect.
Smile and say “bom dia”: this is our meaningful warm interaction towards all.
Body language: Upright posture, calm movements, and composed, confident presence at all times.
Interaction/Engage with guests: identify golden nuggets and gather feedback.
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!"
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...”