Success at Boyd is an ongoing, everyday commitment to our guests, our fellow team members, and our communities.

It takes everyone working with a single goal, a single vision, a single VIEW.

Value Relationships

Create a Welcoming Environment

• Greet guests in a genuine and friendly manner; with a smile and eye contact
• Demonstrate the 10/5 Rule
• Make an extra effort to reach out to guests you don’t know as well as you would our most frequent guests
• Handle every guest situation with a great attitude
• Demonstrate open body language

Know Your Guest

• Use the guest’s name (when known), or ask if it is not known
• Engage guests in conversation
• Ask questions and find clues to build a connection
• Wear your name badge and introduce yourself when appropriate
• Ensure that the guest knows your name

Bring them Back

• Offer a warm farewell
• Say "thank you" and show appreciation for their business
• Check for satisfaction and resolve any issues before the guest leaves
• Invite the guest to return

---

Integrity

Take Pride

• Follow the appearance standards
• Keep the "house in good order"
• Report to work on time, every time

Show Respect and Care for Everyone

• Keep conversations professional and genuine
• Demonstrate active listening
• Give guests and Team Members your full attention

Be Honest

• Communicate with sincerity and enthusiasm
• Explain what is causing an issue rather than pretend nothing is wrong
• Offer a genuine apology, when needed

---

Exceeds Expectations

Personalize the Guest Experience

• Ask what brought the guest to your property
• Find ways to make their experience more special
• Follow through

Go Above and Beyond

• Seize opportunities to take action. Example: Send chicken soup to an ill guest
• Lead the way. Example: Walk the guest to a destination rather than point to it
• Celebrate special occasions
• Move with purpose

Promote a Feeling of Fun

• Be upbeat, positive, and entertaining
• Communicate with energy and enthusiasm; when appropriate
• Add your own "personality" to make it Boyd Style

---

Work Smart

Know the Answer

• Demonstrate thorough knowledge of:
• Your property including the physical layout, characteristics and offerings of restaurants
• Details of promotions and events
• Boyd
• "Ask if you don’t know," or escort, when appropriate, the guest to someone who can help them with the answer

Own the Experience

• Recognize opportunities for improvement and take action
• Find a way to say "Yes"
• Whatever the issue, find the solution

Working as a Team

• Treat your fellow Team Members like you treat your guests
• Encourage and support each other
• If you have an idea to improve service let your supervisor know