15 Golden Rules

Sommelier Standards

  1. Refined guest acknowledgment: Approach with presence and discretion, adapting to the guest’s level of interest and knowledge. 

  1. Expert wine knowledge: Demonstrate deep understanding of regions, vintages, pairings, and cellar offerings. 

  1. Personalized recommendations: Curate selections based on guest preferences, occasion, and dining experience. 

  1. Engaging storytelling: Present wines with confidence, sharing origin and character in a natural, engaging way. 

  1. Precision in service ritual: Open, present, and serve wine with flawless technique and elegance. 

  1. Perfect temperature & condition: Ensure wines are stored, handled, and served at optimal conditions. 

  1. Anticipatory wine service: Monitor pace, refill appropriately, and adapt service to guest rhythm. 

  1. Elevated wine experience: Create memorable moments through thoughtful pairings and tailored recommendations. Aim to create unique experiences through 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...”