Barcelo Care Key Service Standards
- I will make positive eye contact with all guests and staff members and will greet them with enthusiasm every time I see them,
- I own and take immediate action to meet a guest’s need or problem,
- Cleanliness of the facility and facility grounds is my responsibility,
- I am proud of my professional appearance, language and behavior,
- It is my personal responsibility to help all staff members and guests so that their needs are met,
- Each employee will continuously identify defects throughout our facility by reporting and resolving the deficiency,
- I understand that 95% of attitude communication is non verbal, and is communicated by eye contact, facial expression, tone of voice and body language,
- It is my responsibility to reduce wait times for guests and fellow staff,
- I am responsible for protecting and caring for our residents,
- I must exhibit compassion to all of our guests.
- I will never make an excuse when a guest confronts me with a problem. Instead, I will listen intently, apologize if necessary, and resolve the problem. I will also thank the guests for giving us the opportunity to fix what is wrong.
- Prior to entering a guest’s room, I will always knock then introduce myself. Prior to leaving, I will always ask if there is anything else the guest needs,
- I will perform at a level I expect of others.
- When a guest or fellow staff member asks for assistance, I will never create the perception that I am too busy to assist,
- Our team members are the company’s most important assets,
- When blinking, I will never ignore a resident’s call light. I will immediately respond, inquire as to their need and work to resolve it appropriately,
- I will never say, “It’s not my job”,
- I will always address residents by their first or last name,
- I will always answer customer with “yes sir, no sir, yes ma’am” or “no ma’am”.
