SOP – Front Office – Staff Grooming And Hygiene

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Guest Expectation: I expect a high level of personal grooming and hygiene from all employees. I pay high room rates and I expect there to be high standards of grooming and hygiene which complement the facilities of the hotel.

1) Report on Duty :

  • Present yourself in a tidy appearance toward our customers and represent the highest standards of service.
  •  Report on duty 5 – 10 minutes before your shift starts.

2) Staff grooming & hygiene:

  • Brush your hair before going on duty.
  • Ensure that shoes are clean and polished before going on duty.
  • Females must wear appropriate stockings with black court shoes where heels do not exceed two inches.
  • Males must wear black socks and shoes.
  • Change your uniform regularly in the Housekeeping Linen Room.
  • Clean-pressed uniforms must be worn with neatly brushed hair, polished shoes, a clean name badge, and no buttons missing.
  • Contact the Housekeeping Uniform Linen Room if buttons are missing.
  • Contact the HR Department if your name badge is damaged or lost.
  • Change your socks/stockings daily.
  • Ensure nails are well-trimmed, only clear or pale nail polish for female staff
  • Only one ring and watch are permitted, small earrings for female staff.
  • Take a bath daily.
  • Brush your teeth daily and always wear a smile. Use a breath freshener if necessary.
  • Teeth should be clean and the breath must be fresh. This can be achieved by cleaning the teeth regularly and visiting the dentist for check-ups regularly.
  • Deodorant/eau de toilette cologne/aftershave may be used but not so much that it is offensive.
  • Earrings, beards, and moustaches are forbidden for male staff.
  • Light cosmetics with colours that complement the uniform and skin tones may be worn.
  • Lipstick of a suitable colour must be worn at all times.
  • If make-up is worn it should be light and natural-looking. Avoid vivid colours, like bright blues or violets around the eyes, and make sure the blusher does not look too dramatic.
  • Bright lipstick colours should also be avoided.
  • Be aware of your posture. Walk briskly with a straight back and do not lean on walls.
  • Never run in the lobby.
  • Check your appearance in a mirror in the locker rooms before going on duty.
  • Female hair length beyond the shoulder must be neatly tied/ bundled.
  • Men must have short well-combed hair that doesn’t extend below the collar or over the ears.
  • Avoid excessive use of hairsprays and gels, as they can make the hair look stiff and unnatural.
  • Do not use unnatural hair colors e.g. green, blue, unnatural blond, etc.

Training Summary questions:

Q1. Why do I have to report on duty 5 to 10 minutes earlier?

Q2. Why are grooming and hygiene important for myself, the hotel, and our guests?

Q3. Why do I have to take a bath daily and brush my teeth twice a day?

Q4. How regularly do we have to change our uniform?

Q5. What do I have to do if I have missing buttons on my Uniform?

SOP Number: Front Office SOP - 15 
Department: Front Office - General
Time to Train: 30 Minutes
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