15 Golden Rules

Maintenance Standards

  1. Immediate response readiness: Attend to maintenance requests promptly within expected service timeframes. 

  1. Full functionality assurance: All room and public area features working perfectly at all times. 

  1. Preventive maintenance discipline: Regular checks conducted to identify and resolve issues before guest impact. 

  1. Immaculate repair quality: All fixes completed to a high standard with no visible defects or temporary solutions. 

  1. Discreet in-room service: Enter rooms following protocol, work efficiently, and minimize guest disruption. Respect guest privacy through “maintenance in progress” door knob signs. 

  1. Clean & orderly work practice: Work areas left spotless; no tools, debris, or traces of maintenance visible. 

  1. Accurate issue reporting: All faults recorded and communicated clearly for follow-up and tracking. 

  1. Seamless operational support: Collaborate with departments to ensure uninterrupted guest 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...”