15 Golden Rules

Personal Assistant Standards

  1. High standards & proactive execution: Demonstrate exceptional attention to detail through pre-arrival planning, including reviewing previous stays, guest preferences, and personalization requirements to ensure a seamless experience. 

  1. Personalized service delivery: Tailor every interaction and arrangement to the individual guest. 

  1. Anticipatory assistance always: Identify needs in advance and act before requests are made. 

  1. Seamless task coordination: Manage requests, schedules, and arrangements with precision and efficiency. 

  1. Discreet & confidential service: Handle all guest information and interactions with utmost privacy and care. 

  1. Effortless communication flow: Ensure all details are clearly conveyed and seamlessly executed across departments. 

  1. Ownership of guest experience: Take full responsibility for all requests from initiation to completion. 

  1. Elevated & memorable moments: Create thoughtful, personalized touches that enhance the guest’s stay. Aim to create a lasting impression through curated storytelling. 

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...”