Module 2
hotel is usually with the receptionist. A receptionist that is neatly dressed and looks the part will add to the guest experience and perception of the hotel. Imagine the following on the job scenario: a guest has a reservation at the Twelve Apostles Hotel & Spa in Camps Bay. Te guest arrives at the hotel to find the receptionist dressed as indicated in the picture to the right.
It is clear from this picture that this person cannot represent a five star establishment. If the guest was checking into a backpacker establishment, the clothing, hair and total appearance might be more acceptable (depending on the requirements of the owner of the establishment in terms of a dress code). It is important that the receptionist portrays the image of the hotel through personal appearance. A guest checking into a five star establishment is probably expecting to see a receptionist looking like the staff in the picture on the right.
It is clear that the staff in this picture applied all the rules as discussed in the section on personal appearance. Tese guidelines can also be followed when you go for an interview, as an interview can be seen as an ‘audition’ where the hotel manager evaluates how you will perform as a staff member of the hotel.
Did You Know Consult the website listed under the web links section with regards to the Walt Disney World’s ‘Disney Look’. In order to ensure that each staff member (cast member) portrays the image that Disney requires from staff members, they provide very clear guidelines with regards to personal appearance and dress code that are given to staff members. Guidelines with regards to body piercings, tattoo’s, eye wear, hair, make-up and nails are also available. Te following statement from their website summarises the importance of personal appearance in the workplace:
As with all of your duties and responsibilities as a cast member, you are expected to demonstrate professionalism and good judgment at all times related to your appearance. For this reason, if you are ever in doubt about the appropriateness of your appearance, please keep in mind that anything that could be considered distracting or not in the best interest of Disney will not be permitted.
No matter where you work or what your role is, anytime you are in a public area, you are on ‘stage’. Your attitude and performance are direct reflections on the quality of Disney. Oſten it’s the seemingly little things that detract from our guests’ enjoyment – chewing gum, having poor posture, using a cellular phone or frowning. Of course, smoking and eating in front of guests are also strictly prohibited.
Definition • Advocated: to speak, plead, or argue in favor of
• Discreet: showing wise self-restraint in speech and behaviour • Unsightly: unpleasant or offensive to look at; unattractive • Laddered: to run, as a stocking does
Web links
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