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Chapter 3, Section 2

Chapter 3, Section 2. Presenting a Professional Image. Professionals who pay attention to their personal appearance:. Feel more confident. Make good impressions on management and fellow co-workers. Ensure good health and safety in the workplace. Represent the lodging property well. Hair.

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Chapter 3, Section 2

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  1. Chapter 3, Section 2 Presenting a Professional Image

  2. Professionals who pay attention to their personal appearance: • Feel more confident. • Make good impressions on management and fellow co-workers. • Ensure good health and safety in the workplace. • Represent the lodging property well.

  3. Hair • Keep it tidy, clean, and attractive. • Keep it away from the face. • Keep mustaches and beards trimmed, tidy, and clean (some lodging properties may have policies dictating that employees must be clean-shaven).

  4. Personal Freshness • Brush teeth after every meal. • Shower or bathe daily. • Use deodorant daily. • Make sure makeup is moderate and well blended, if appropriate. • Put on clean undergarments. • Put on a clean, pressed uniform.

  5. Hands and Fingernails • Clean underneath fingernails. • Keep fingernails trimmed. • Wash hands before starting a work shift. • Wash hands during a work shift as necessary, especially when handling food. • Wash hands after using the restroom.

  6. Personality • The way a person acts • The way a person looks • The way a person thinks

  7. Good Posture Sets the Tone for Guest Interaction • Stand upright • Stand with shoulders back • Stan with head up • Face the guest • Smile

  8. Guest Perception Posture Upright/Shoulders back Head up Slouch/Look at the Ground/Shuffle Along Perception Alert, Efficient, Ready to Provide Excellent Service Bored, Lazy, Unconcerned about Guest Needs

  9. Employees will be Expected to Know: • Why the organization exists (mission) • How to contribute to making the property a success • How to display professional conduct • Scheduled work hours, breaks, appearance standards, etc. • How to relate with co-workers and supervisors • Safety and security rules and job performance standards

  10. Section 3.2 Quiz • _____ is how others perceive hospitality employees; it is largely formed by our appearance, personality, and posture. • _____ refers to the way a person acts, looks, and thinks.

  11. Section 3.2 Quiz • True/False: A well-groomed hospitality employee indicates to the guest that the hotel itself is clean. • True/False: When you display a pleasant personality, guests are more likely to feel that you know what you are doing. • True/False: When guests check into a hotel, they would rather see employees who are leaning against a wall with their arms crossed than employees who are standing straight, facing them, and smiling.

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