This podcast outlines the essential guidelines for staff behaviour and guest interaction, emphasizing the significance of creating a positive first impression. It also details a comprehensive set of service etiquettes for interacting with guests, covering everything from initial greetings and communication methods to handling requests and complaints. Together, these documents articulate the company's expectations for professionalism and guest service to ensure a consistent and high-quality experience. They illustrate the importance placed on both personal presentation and operational procedures in the hospitality environment. The podcast aims to equip staff with the knowledge to make guests feel valued and well-cared for.