At the ‘Leela’ Group, our commitment to service excellence is rooted in our two guiding principles called the Five Steps of Service and the ’19 Habits’. One of our key priorities is to empower our people to deliver on our legacy of impeccable service.

Five steps of Service

1. A warm and sincere greetings. Use the guest name, whenever possible.
2. Anticipation of guest needs and provide anticipatory service.
3. Handling and Complying with the guest request.
4. Confirming satisfaction
5. Fond and sincere farewell.

19 Habits

1. Warm and sincere greetings with all our guests
2. Address our guest [internal and external] by name, whenever and wherever possible
3. We escort our guest rather than pointing our the directions
4. We adhere to The Leela telephone etiquettes and phraseology
5. We always demonstrate a great sense of urgency for our entire guests needs – deliver it in time all the time.
6. We always maintain The Leela grooming standards by wearing an immaculate uniform and proper name tag
7. We internalize and Practice “Cleanliness is everyone’s job”
8. We are knowledgeable about all the hotel information and facilities
9. We listen to all our guests without interrupting; we never justify or argue with any guests.
10. We own and follow – up personally on the guest request ro complaint till the guest is satisfied.
11. We always put ourselves in the guest’s shoes by focusing on all our guests. 12. We comply and practice – “Safety is everyone’s responsibility’
13. We showcase a positive, confident, cheerful and enthusiastic attitude – “We are on stage”
14. We never say No, “I do not know”, “I can’t” or “It is impossible”, but always offer alternatives.
15. We always deliver more than promised
16. We take pride in what we do yet be humble in our attitude
17. We practice lateral service for all – there is no – “It is not my job”
18. We genuinely thank our guest for their support and patronage
19. We respect and guard the privacy of all our guests.