15 Golden Rules

In-room Dining Standards

  1. Refined service presentation: Uniform immaculate; delivery tray/trolley clean, elegant, and well-arranged. 

  1. Timely delivery always: Orders delivered within promised timeframes; communicate delays proactively. 

  1. Order accuracy & completeness: Verify all items, condiments, and special requests before delivery. 

  1. Discreet room entry: Knock, wait 10 seconds, announce department, knock again if needed, and request permission before entering. 

  1. Elegant setup experience: Set up neatly and efficiently; ensure comfort and ease for the guest. 

  1. Food quality assurance: Check temperature, presentation, and freshness before leaving the kitchen. 

  1. Clear communication: Explain dishes when appropriate; confirm satisfaction and offer further assistance. 

  1. Prompt clearance & follow-up: Remove trays promptly and respond quickly to additional guest needs. 

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...”