SOP - REPORTING ON DUTY / GROOMING & HYGIENE

Department: Hoteliers / Front Office / General

Guest Expectation:

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

First impressions are important. The employees working in (ORGANIZATION) Hotel staff should represent a hygienic environment. Hotel staff is to be clean, neat and professional in appearance at all times.

  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.

 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

·         Nails must be short, trimmed and clean.

·         If using hand cream, its needs to be of a non-grease nature.

• 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 colours that complement the uniform and skin tones may be worn. Lipstick of a suitable colour must be worn at all times.
• Never use heavy make-up. 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..
• Check your appearance in a mirror in the locker rooms before going on duty. No exclusive or eye appealing jewellery is allowed.
• Female hair length beyond the shoulder must be neatly tied/ bundled. Proper hair band should be used to cover head.

 

• Don’t use high hill. This could be dangerous. Use flat shoes.

 

• 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-colours e.g. green, blue, unnatural blond etc.

·         Personal mobile phones should not be carried with employees during working hours.

·         Exception can be granted by the manager only.

·         The mobile phone must be on silent mode.

·         Calls can only be made and answered in the back of house. At no time can a call be picked by within the public area.

Key Points:

v No smoking except in designated area.

v No abusive or offensive language.

v No sitting in work area.

v Never run in the lobby or no running inside the work place.