15 Golden Rules

IT Agent Standards

  1. Immediate technical response: Attend to guest-related issues promptly to minimize disruption. 

  1. Seamless technology functionality: Ensure TVs, Wi-Fi, sound systems, and in-room tech operate flawlessly. 

  1. Clear & reassuring communication: Explain issues and solutions in a simple, calm, and professional manner. 

  1. Efficient problem resolution: Diagnose and resolve issues accurately on the first intervention where possible. 

  1. Discreet in-room service: Enter and work in guest rooms respectfully, efficiently, and without disturbance. Knock, wait 10 seconds, announce department, knock again if needed, and only enter when appropriate. Use a “service in progress” door knobs signs to prioritize guest privacy. 

  1. Preventive system monitoring: Proactively identify and address potential technical issues before guest impact. 

  1. Immaculate work standards: Leave no trace of intervention, all areas clean, organized, and fully restored. 

  1. Guest-centric support approach: Ensure all solutions enhance comfort, convenience, and overall experience. 

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...”