15 Golden Rules

Security Standards

  1. Professional presence always: Maintain a visible, calm, and reassuring presence across the property. 

  1. Discreet surveillance: Monitor surroundings attentively without causing discomfort to guests. 

  1. Guest safety first: Act immediately on risks, hazards, or suspicious activity. 

  1. Incident response & control: Handle situations calmly, professionally, and according to protocol. 

  1. Lost & found integrity: Record, store, and return items accurately and transparently. 

  1. Asset & loss prevention: Monitor and report irregularities; protect guest and hotel property at all times. 

  1. Safe handling protocol: Ensure guest safes are secure; follow strict procedures for any access or issues. 

  1. Confidentiality & discretion: Protect guest information and situations with absolute confidentiality. Follow protocols and by always confirming the occupancy with receptions for guests requesting assistance with safes or room entry. 

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...”