Library
Training
4 min
Silent Service & Body Language Standards
Nonverbal cues inspectors read as clearly as scripts.
appearance
courtesy
training
Open posture
Shoulders square to the guest when speaking; hands visible and calm; no crossed arms in greeting zones.
Eye contact
Natural, not staring; especially at first welcome and farewell.
Phone discipline
No personal devices in guest view. Work devices used discreetly, never mid-greeting.
Pace of movement
Purposeful, not frantic; never blocking corridors with chats.
Acknowledgment
When passing a guest and it is reasonably possible: eye contact + small nod/greeting. Silence while staring at a phone is a courtesy miss.
Spa vs lobby energy
Spa: quieter voice, slower gestures. Lobby/arrival: warm energy without volume spikes.
Internal training aid for Mr C Coconut Grove. Official ratings are awarded solely by Forbes Travel Guide.