Merlin value consist of 8 value.

Wow factor is the most outer area from The Three Ring Model

Statement, body language and action are included in hospitality.

Two way communication is mean by one person will explain and the other person will listen.

Noise can help a better communication.

We are communicate using verbal and vocal only.

Body language is important in communication.

Good appearance is when we follow grooming standard and wear clean uniform.

We does not need to smile when we wear mask because guest cannot see it.

50% of the message will come from what you see or feel.

Words only give 10% of the message to receiver.

Level 2 : Cold (ignore person coming towards you but do nothing)

Very Warm is when we make eye contact, greet, and give a big smile with enthusiasm to the guest.

Empathy is used when the situation falls into the low responsibility / high severity.