15 Golden Rules

Sports Standards

  1. Professional instruction: Deliver clear, engaging, and tailored guidance. 

  1. Safety & equipment control: Ensure safe use of facilities and equipment. 

  1. Active guest engagement: Encourage participation and create enjoyable experiences. Aim to create memorable experiences through storytelling. 

  1. Bookings controls and facility presentation: Manage direct bookings, schedules, and guest requests accurately and efficiently. Ensure courts, equipment, and guest areas are clean, safe, and well-maintained. 

  1. Punctual session delivery: Activities start and finish on time, allowing for efficient service. 

  1. Energy & motivation: Inspire guests with a positive and dynamic attitude that matches their energy. 

  1. Adaptability to guests: Adjust to different skill levels and preferences. 

  1. Professional boundaries: Maintain appropriate conduct at all times, ensuring a respectful and comfortable environment for every guest. 

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...”