Customer care norms

• Respect

- Respect comes from an understanding that every person is unique and valuable. 

- Our guests are very important people and we must treat them with respect to build a lasting relationship.

- To demonstrate respect, we must: Respect our guests privacy, their culture and religion. We must also respect   their wishes and always try to accommodate their requests, unless they are illegal. We should not discriminate them nor embarrass, belittle or neglect our guests.

  

• Humility

- A humble person is unpretentious and modest. He/she does not think that he/she is better or more important than others.

- To demonstrate Humility, we must: Put our guests as our first priority. Humble ourselves, treat our guests respectfully at all time, even when they are wrong. And we should not argue with our guests in order to prove we are right / justify our actions.

• Courtesy

- A courteous person creates a good and lasting impression.

- It means politeness, good manner and being considerate.

- To demonstrate Courtesy, we should: Be polite by using courteous phrases with the appropriate tone and expressions. Be of good manners. Be considerate by putting ourselves into the shoes of our guests. And finally, Constantly having a genuine and sincere SMILE to welcome and greet our guests.

• Helpfulness

- Helpfulness is one of the core values that enables us to show that we are customer-focused.

- To demonstrate Helpfulness, we should: Anticipate guests needs and offer services. Provide one-stop-shop service. Go to the extra mile to offer further assistance. Follow up to ensure that guests needs have been met.

• Sincerity

- We must have the genuine desire to serve our guests. To delight them each and every time.

- Sincerity must come from the heart. You must take ownership to care for our guests. You must enjoy our work. We must have the right attitude.