HOSPITALITY
STANDARDS

FIRST IMPRESSIONS ARE 
LASTING IMPRESSIONS.
EVERY MOMENT COUNTS.
BODY LANGUAGE STANDARDS
  • Smile frequently & genuinely – it improves posture and presence.
  • Maintain friendly eye contact and stand tall; never slouch or lean.
  • Use open palm gestures; avoid pointing.
  • Stay composed – no exaggerated movements or loud sounds.
  • Keep your eyes up when not busy and stay alert to those around you.
  • End all meaningful interactions with the SHVO step-back demi-bow.
GREETINGS STANDARDS
  • Acknowledge everyone within 30 seconds of entering.
  • Follow the 10/5 rule: make eye contact at 10 feet, greet at 5 feet.
  • Greet everyone with "Good [morning/afternoon/evening], welcome to [building name]."
  • On the phone, answer with "Good [morning/afternoon/evening], thank you for calling [building name]."
  • Follow with "How may I assist you?" or "My name is [name], how may I assist you?"
  • Always close with "Thank you for [calling/visiting]" and a warm farewell like "Have a great day."
ETIQUETTE STANDARDS
  • Act professionally in all "on stage" areas to reflect the building positively.
  • Anticipate tenant and guest needs; always remain gracious and respectful.
  • Give full attention to those present – pause other tasks when approached.
  • Speak with a courteous, calm tone, avoiding extreme sounds or movements.
  • Respond with "My pleasure" or "Certainly" – never "No problem" or "Okay."
  • No personal devices "on stage," including cell phones; use earbuds for radios.
AVOID AT ALL TIMES
  • Never act in a way that detracts from the SHVO experience.
  • Avoid personal conversations or interactions with colleagues while on stage.
  • Do not discuss personal or confidential matters.
  • Never eat, drink, or chew gum in view of tenants or guests.
  • Avoid loud voices, profanity, sarcasm, slang, or inappropriate language.
  • Refrain from physical contact or personal conversations with guests.
  • Absolutely no drugs, alcohol, theft, or illegal activity.
  • Do not express stereotypes, intolerance, or negativity of any kind.
  • Remain calm and professional – no anger, frustration, or threats.
  • Never speak negatively about SHVO or your team.
THE SHVO MISSION
BE MEMORABLE.
 ALWAYS.
ESSENTIAL MINDSETS
  1. Right and wrong are irrelevant.
  2. Explanations are inflammatory.
  3. Tough interactions demand mindful graciousness.
  4. There are opportunities in whatever transpires.
  5. Technical expertise does not differentiate.
  6. Policies and procedures are offered by request only.
  7. Technical expertise does not differentiate.
  8. Policies and procedures are offered by request only.
  9. All decisions consider tenant/visitor impact first.
  10. No is not an option.
THE PLATINUM RULE

“TREAT PEOPLE THE WAY THEY

WANT TO BE TREATED”

A tool to build rapport.
PRIORITY SYSTEMS
Blue
Logic
Facts
Structure
Red
Individuality
Convenience
Intuition
Yellow
Harmony
Collaboration
Community
Green
Speed
Summary
Completion
Pay attention to PROCESS
BLUE CUES
Contains emotions
Listens more; speaks less
Reveals facts, not feelings
Emphasizes details
Constrained by spontaneity

FILTER

Interpret long pauses as positive
Accept dispassion as normal
Expect detailed questions
Contain your emotions
Provide extra detail
Emphasize logic

MIGRATE

Pay attention to INDIVIDUALITY
RED CUES
Conceptual thinker 
Personalizes 
Integrates outside interests
Attracted to unique
Constrained by structure

FILTER

Interpret exaggeration
Expect mind changes
Prepare for irregular follow through
Validate often
Emphasize anything new & unique
Minimize details

MIGRATE

Pay attention to HARMONY
YELLOW CUES
Requires social interaction
Relies on consensus
Cautious about outcomes
Relishes peaceful relationships
Constrained by debate

FILTER

Anticipate nice vs. candor
Assume cordiality overrides urgency
Accept fairness will be scrutinized
Integrate social elements
Emphasize equity & safety
Focus on group rather than individual

MIGRATE

Pay attention to TIME
GREEN CUES
Gets right to the point 
Multitasks consistently
Makes quick decisions
Interrupts to move ahead
Constrained by details

FILTER

Welcome their interruptions
Embrace their multitasking
Anticipate emphasis on results over people
Eliminate “small talk”
Suggest shortcuts
Offer definitive options

MIGRATE

THE SHVO DEMI BOW
TO CONCLUDE INTERACTIONS OF SUBSTANCE
CLARITY.
THE WHOLE STORY
EMPATHY
"In order to empathize 
with someone's experience
you must be willing to believe them
as they see it and not how you imagine
their experience to be."
Brené Brown
Researcher. Storyteller. 
Texan.
ESSENTIAL COMMITMENTS
  1. BE JOYFUL.  OFFER GRACIOUSNESS.  
  2. COMMUNICATE MINDFULLY.  ENABLE UNDERSTANDING.
  3. GENERATE OPTIONS.  DISCOVER YES.
  4. EMBRACE INDIVIDUALITY.  BUILD RAPPORT. 
  5. CATCH IT.  OWN IT.
  6. PAY ATTENTION.  ANTICIPATE NEEDS.
  7. SUPPORT COLLEAGUES.  REPRESENT SHVO. 
  8. EXCEED EXPECTATIONS.  DO MORE.
At every point of interaction, did I make our tenant, visitor or guest feel…
S
Special?

H
Happy?

V
Validated?

O
Open?

UBUNTU: THE DNA OF COMMUNITY

I AM
BECAUSE
WE ARE.
CONFIDENTIAL. DO NOT DISSEMINATE. This document contains confidential information and/or trade secrets. Contents/ideas may not be shared without written consent of NCA or one of its representatives. ©2025 NCA, Inc.