The Gold Standard

CREDO

At Bvlgari Hotels & Resorts, we commit to enchanting our guests through inspired, radiant and graceful service.

CREDO

By practicing “pure presence” we enhance our guest experience, thereby enriching Bvlgari’s legacy of excellence.

CREDO

Our uncompromising professional service, extraordinary locations, contemporary Italian design and superior craftsmanship, make Bvlgari Hotels & Resorts the preeminent luxury hospitality brand worldwide.

OUR SERVICE MODEL

Authentic & Impeccable

OUR CORE VALUES

Authenticity, Integrity

Being genuine, real, true to self and others. Trustworthy, the quality of being of sound moral principle. Respecting the parts that make up the whole. Being honorable in all matters.

OUR CORE VALUES

Pure Presence

Being“fully present” and “inside the moment”. Being confident and “practicing presence” with self and others (eliminating any distractions). A fundamental mastery in interactive skills

OUR CORE VALUES

Radiance, Grace, Enchantment

Projecting and generously sharing warmth, joy and light from within. Rooted in a state of thankfulness; lightness of being; elegant simplicity.

Three Steps of Service

Step 1 Greet warmly and graciously.

Use the guest’s name Use appropriate body language, tone of voice, and verbiage Smile Make eye contact Offer your name

Three Steps of Service

Step 2 :Anticipate and fulfill guests’ wishes and needs.

Make sure guests have everything they need Be helpful and accommodating in meeting guest requests Be proactive in determining guest needs before they even express them Use appropriate body language, tone of voice, and verbiage

Three Steps of Service

Step 3 Express genuine gratitude.

Use appropriate body language, tone of voice, and verbiage Use the guest’s name Smile Make eye contact Offer your name Seek feedback on guest experience Ask if there is anything else you do to help Express appreciation for the guest’s business Invite the guest back (at departure)

The Service Basics

1. Our core values are our Brand culture

2. Everyone’s responsibility to support our service objectives

3. Daily Line-Ups

4. Identify service defects and assure resolution

5. Teamwork & Lateral Service

6. Environmental commitment

7. Cleanliness

The Service Basics

8. Anticipate and fulfil expressed and unexpressed wishes and needs of our guests

9. Own and resolve guest problems

10.Use appropriate guest language

11.Escort guests

12.Follow telephone etiquette

13.Personal Imaging

14.Safety first

15.Protect privacy of our guests & colleagues