15 Golden Rules

Steward Standards

  1. Immaculate back-of-house cleanliness: Kitchens, wash areas, and equipment maintained spotless at all times. 

  1. Spotless equipment & tableware: All crockery, cutlery, and glassware clean, polished, and free of defects. 

  1. Efficient cleaning flow: Items washed, dried, and returned promptly to support uninterrupted service. 

  1. Proper handling & storage: Equipment stored safely, hygienically, and in designated areas. 

  1. Breakage & damage control: Remove and report chipped, cracked, or damaged items immediately. 

  1. Waste & hygiene management: Waste handled correctly; areas kept organized, odor-free, and compliant. 

  1. Supportive service coordination: Anticipate operational needs and assist outlets to maintain service flow. 

  1. Organized work environment: Maintain a structured, clutter-free workspace to ensure efficiency and safety. 

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...”