SHEW A LOU A DO
Smile
Hi
EYE CONTACT
WAVE
At HBS, we believe that life is a gift—and being surrounded by people, whether family, friends, coworkers, or guests, is truly a blessing. Every human connection matters because we’re all part of the same human family, deeply connected, regardless of our background or job title.
Whether you’re a guest service agent, housekeeper, maintenance tech, kitchen staff, or manager, your main role is to be human and connect with others. That means, every time you see another person—be it a colleague, guest, or vendor—your “human radar” should kick in. Be present. Be aware. And follow our simple and powerful SHEWALOUADO system:
🌟 S – Smile
“The universal welcome.”
What to do when you see someone:
Before you say a single word, let your face light up with a warm, genuine smile. It doesn’t have to be big or exaggerated — it just needs to come from the heart. Your smile says, “You matter. I see you. I’m happy you’re here.”
This is especially important in hospitality — it breaks barriers, builds trust, and sets the tone for every interaction.
Bonus tip: Smile with your eyes too. People can feel it when it’s real.
👋 H – Hi / Hey
“The beginning of every human connection.”
What to do when you see someone:
Say “Hi!” “Hey!” or “Good morning!” with natural enthusiasm. Not because you have to, but because you get to. It’s a micro-moment of acknowledgment — and that micro-moment might be the highlight of someone’s day.
This step is critical for guests who may feel lost, nervous, or ignored. Saying hi makes them feel welcomed and safe.
👁 E – Eye Contact
“Connection starts with presence.”
What to do when you see someone:
Hold natural, warm eye contact for a second or two. It shows you’re present. That you’re not distracted. That this person in front of you is important. No phone, no rushing past, no blank stares — just being with someone in that moment.
Eye contact = human validation. It tells someone, “You exist. You matter.”
🙌 W – Wave
“The gesture that says, ‘I see you.’”
What to do when you see someone from a distance:
Give a quick wave, a head nod, or even a slight hand raise with a smile. It’s perfect when you’re across the lobby or passing by a hallway. This small action shows you’re approachable and open to connection.
Especially powerful for guests arriving, kids in sports uniforms, or even delivery vendors — everyone deserves acknowledgment.
SHEW A LOU A DO
Ask
❓ A – Ask
“Asking shows you care.”
What to do when you see someone:
Ask something sincere:
“How’s your day going?”
“Can I help you find something?”
“Did you get some rest?”
“How was the game?”
Asking breaks the wall. It says, “I’m not just doing my job. I care about you as a human.”
SHEW A LOU A DO
listen
observe
understand
🧏 L – Listen
“Listening is love in action.”
What to do next:
When they respond, really listen. Pause. Nod. Don’t cut them off. Even if it’s small talk, listen like it matters. Because to them, it does.
You don’t have to fix anything. Just give your presence and your attention.
👀 O – Observe
“Not all communication is verbal.”
What to do as you interact:
Look at their body language, facial expression, energy. Do they seem tired? Lost? Excited? Upset? Are they carrying a heavy bag or wearing a wedding ring?
Observing shows you’re tuned in. It makes your next step intentional and kind.
💡 U – Understand
“Put it all together.”
What to do now:
Based on what you’ve heard and observed, understand the moment.
Are they celebrating something? Struggling? Needing help? Just want to be left alone?
Understanding builds empathy. It shifts your next words or actions from “generic” to meaningful.
SHEW A LOU A DO
Ask
🤔 A – Ask Yourself
“Did I really connect?”
What to do before you walk away:
Take 2 seconds and check in with yourself:
Did I really listen?
Did I observe beyond the surface?
Did I understand what this person might need?
This quick self-check turns a basic encounter into intentional service.
SHEW A LOU A DO
do
❤️ DO – Do something with that knowledge
“Small acts. Big ripple.”
What to do after you understand:
Say something meaningful:
“Enjoy the concert tonight!”
“Good luck with your interview!”
“That blue tie is sharp!”
“It’s always so nice seeing you.”
Or take a small action: hold the door, walk them to the elevator, grab a luggage cart, offer a bottle of water.
