Service excellence pillars
Respect – We are open to the differences of our cultures, opinions, and thoughts.
Performance – Accomplishing objectives against measured standards. Satisfying our obligations in a manner that exceeds the expectations of our guests, staff, and investors.
Integrity – Demonstrating honesty, trustworthiness, and reliability. Presenting ideas, opinions and decisions that can be trusted consistently. Leading by example.
Teamwork – We are committed to the success of the entire team. We invest in one another’s success. We drive decision making for the overall organizational success. We value individual’s contributions, and we respect the diversity of our team.
Professionalism – We conduct ourselves with responsibility, integrity, accountability, and excellence. It means we communicate effectively and appropriately and always finding a way to be productive.
Ocean House Collection DeclaratioNS
I will always be on brand. I will use the appropriate language, avoiding slang, and dress in a brand manner.
I will always be respectful of the needs of my fellow staff members and guests.
I will always seek to understand our guests and ensure that each of them feels special and recognized.
I will always commit to excellence so that I grow personally and enhance The Ocean House Collection.
I will always protect the privacy and security of our staff and guests so that their information is never made public.
I will always be a global ambassador of The Ocean House Collection, delivering an unparalleled experience and ensuring our guests are passionate advocated of the collection.
I will ensure all areas of our property are immaculate from the Front of House to the Heart of House.
I will always greet guests with a smile, using the 10/5 rule and salutation of the day. I will always ensure they receive a warm welcome and fond farewell.
I will always provide genuine, responsive, and anticipatory service when addressing guests’ needs or concerns.
I will always seek opportunities to make personal connections with our guests and go beyond their expectations.