Grooming
Standard
Maintaining grooming and personal appearance to ensure a positive and professional image in front of the guest.
Procedures
Uniform:
- Always wear standard uniforms without stains or tears, ensuring they fit well.
- Ensure no buttons are missing.
- Avoid over-filled pockets and rolled-up sleeves.
- Keep uniforms well-pressed.
- Always wear a name badge while on duty, ensuring it is clean and not cracked.
- Ensure embroidered logos are not faded or worn out.
- Chef’s whites should be free of stains and tears.
- Change uniforms daily.
- Ensure trousers, pants, skirts, dresses, and sleeve lengths are according to the standard, well-stitched, and show no signs of stretching.
Waiters should always carry in their uniform:
- Pen
- Order pad
- Wine/bottle opener
- Cigarette lighter (for the smoking zone)
- Micros (POS) card
Accessoriese:
- Do not wear large or hanging earrings, bracelets, or chains while on duty.
- Only engagement or marriage rings are allowed.
- Wristwatches should not make any sound and should be of a standard color.
Shoes:
- Male: Black shoes and socks.
- Female: Black shoes and body-colored socks.
Hair:
- Males: Hair should be combed and brushed, not covering the eyebrows, not touching the collar, or over the ears.
- Females: Long hair should be coiled up at the back with a hairnet; short hair should not cover the shoulders. All hair pins should be black.
Finger Nails:
- Nails should be short, clean, and manicured.
- Do not use nail polish.
Tattoos:
- Tattoos must not be visible as they are not appealing for a professional hotelier.
Body Posture:
- Take regular baths.
- Brush your teeth daily and after every meal (if possible).
- Maintain an upright posture.
- Walk straight and gently.
- Do not bend when standing in one place.
- Maintain a positive appearance.
- Be observant to guest needs.
- Use light perfume.
Honesty Standard Operating Procedure (SOP)
Objective:
To cultivate an environment of honesty among the staff, ensuring guest satisfaction and elevating the hotel's reputation.
Procedures:
Embrace Honesty as Fundamental:
- Upholding honesty is paramount for both individual integrity and the reputation of the establishment.
- Honest conduct by service staff contributes significantly to guest delight and overall satisfaction.
Recognition and Advancement:
- Staff demonstrating honesty in their service are eligible for recognition and advancement opportunities.
- Acknowledgment of honest actions encourages a culture of integrity within the team.
Inspire Through Examples:
- Share real-life incidents where honesty yielded positive outcomes to inspire others.
- Highlight instances where honesty enhanced guest experiences and strengthened the hotel's reputation.
Understanding Dishonest Practices:
- Educate staff on various forms of dishonesty within hotel service, including: a. Theft of cutlery. b. Consumption of guest food without permission. c. Misleading supervisors with false information. d. Theft of food items or linens. e. Unauthorized retention of guest tips. f. Overcharging guests for services.
Consequences of Dishonesty:
- Clearly outline the consequences of engaging in dishonest behavior, including disciplinary actions and potential termination.
- Reinforce the negative impact dishonesty can have on guest trust and the hotel's reputation.
Continuous Training and Reinforcement:
- Provide regular training sessions to reinforce the importance of honesty in service delivery.
- Encourage open communication channels for staff to address any concerns or ethical dilemmas they may encounter.
Conclusion:
Honesty serves as the cornerstone of exemplary service and is essential for fostering guest satisfaction and trust. By adhering to the principles outlined in this SOP, our staff can uphold the highest standards of integrity, ensuring a positive experience for every guest.Feel free to adjust or expand upon any section as needed to align with your specific requirements.