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SOP Number: FO- 15 ( SOP serial number and department code )

Department: Front Office - General


Time to Train: 30 Minutes

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 customer and represent 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 at Housekeeping Linen Room.

  • Clean pressed uniforms must be worn with neatly brushed hair, polished shoes, clean name badge and no buttons missing.

  • Contact Housekeeping Uniform Linen Room if buttons are missing.

  • Contact 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 is permitted, small earrings for female staff.

  • Take a bath daily.

  • Brush your teeth daily and always wear a smile. Use 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 on a regular basis.

  • 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 colors that complement the uniform and skin tones may be worn. Lipstick of a suitable color must be worn at all times.

  • If make-up is worn it should be light and natural-looking. Avoid vivid colors, like bright blues or violets around the eyes, and make sure the blusher does not look too dramatic. Bright lipstick colors 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 which 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 is grooming and hygiene important for myself, the hotel and our guests?

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

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

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

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Authored and managed by Augustine, a hotelier with over 20 years of experience in the industry. He has a 3-year diploma with 'honors' from the American Hotel & Lodging Educational Institute and a Bachelor of Computer Application - BCA Degree.