What are the grooming standard for hair for men? Hair should not fall on forehead, touch ears or collars, should be neatly combed, not oily or permed, Cut in a conservative hair style . Grooming Standards
Sideburns – must be cut straight and should not exceed half the length of the ear lobe.
Beards – no beards are permitted except for religious purposes only.
SHORT HAIR Trimmed and maintained regularly, should not sweep the shoulders Neatly pinned and kept away from face. Grooming Standards What are the grooming standard for hair for ladies?
LONGER THAN SHOULDER LENGTH Cut to even length Straight Tied up at the centre of the nape. Bun secured at the back of the head or above the nape with a black net. Grooming Standards
Always neatly combed, in place. Do not use colored/plastic bands. Hair should be clean, non greasy, free of oil and dandruff. No coloring/streaking, Only water based gel used conservatively. Keep permed/curly hair neat & restrained. Grooming Standards
NAILS Trimmed and well maintained Neatly cut, clean and dirt free, No nicotine, carbon, ink stains. Grooming Standards
Simple and basic Bindis Small, round or tear shaped. Single shade of sober colour that matches uniform colour. Grooming Standards
UNIFORM Immaculate, Spotless, well ironed, no unnecessary creases Appear fresh, not faded, Perfect fit, No loose threads or broken buttons Cuffs and collars clean and stain free. Grooming Standards
UNIFORM BELTS Not cracked or dull Simple, non flashy buckle Not more than 1.5” wide. Grooming Standards
UNIFORM Always wear a vest. Name tags to be shining and visible. Pen, keys and pagers should not be visible. Grooming Standards
UNIFORM Immaculate, smooth, clean, no creases or stains. Sarees Pinned neatly, pins not visible Worn so as naval is not visible. Grooming Standards
UNIFORM Blouses High neck & back, sleeves up to elbows. Stockings Should not have ladders, tears or holes. Grooming Standards
UNIFORM Pens, keys, pagers Not visible. Name badge Should be shining, Prominently displayed. Grooming Standards
Receiving a Call / Accepting Reservation Tiffin /Front Desk / Spa … Good morning / afternoon, How may I assist you?
RECEIVING A LONG DISTANCE CALL Do not keep the guest holding If the extension requested is busy Inform the caller and ask whether the guest would like to hold or would like to call back
GETTING BACK TO THE GUEST • Do not say “Hello” when you get back • Say, “ Thank you for your patience, Sir/Madam” CALLING A GUEST BACK • Introduce yourself “ Good Morning, Mr Singh. This is Rahul from reception, you asked for ………..”
WHEN CONVERSATION IS NOT CLEARLY UNDERSTOOD “ I beg your pardon, sir/madam
IF THE GUEST ASKS FOR SOMETHING FOR WHICH YOU DO NOT KNOW THE ANSWER “ I will just check on that Sir/Madam. May I place you on hold?”
IF A GUEST ASKS FOR SOMETHING THAT NEEDS TO COME FROM ANOTHER DEPARTMENT Certainly Sir/Madam, I will ask Room Service to bring it up to you
INCASE OF A GUEST / INTERNAL CALL FOR SOMEONE FROM FRONT DESK Certainly Sir/Madam. Please allow me to place you on hold while I call Anu.
INCASE OF A GUEST / INTERNAL CALL FOR SOMEONE FROM SPA When Anu comes to the phone: Thank you for your patience. Anu Speaking, How may I assist you?
“ I am sorry Sir/Madam the beauty parlour is closed at the moment, May I take a message” IN CASE OF A GUEST WISHING TO SPEAK TO A DEPARTMENT, WHICH IS CLOSED
IF THE GUEST CALLS YOU AND SAYS S/HE IS FEELING UNWELL I am sorry to hear that Sir/Madam. May we call a doctor for you? Always let your supervisor know if a guest is feeling unwell
TRANSFERRING A CALL Prior to Transferring The Call Ask For The Complete Name Of The Guest.
The Guest Neither In-house Nor Holding Any Reservation:I am Sorry Sir/Madam, But There Is No Guest By That Name Staying With Us”
Guest Has Checked Out & Has No Future Reservation: “I Am Sorry Mr.Dayal Has Already Checked Out”
IF THE EXTENSION IS ENGAGED •“ I am sorry Sir/Madam, but the extension is busy. Would you like to be on hold or leave a message?” WHEN THE LINE BECOMES FREE • Thank you for for your patience Sir/Madam, allow me to transfer your call.
IF THE LINE IS BAD OR NOT CLEAR “ I am sorry Sir/Madam, but the line is not clear. Could you speak more loudly please?”
“ Is There Any Thing Else I Can Help You With Sir / Madam? Thank you for calling The Oberoi / Front Desk. Have A Pleasant Day.” WHEN ENDING A CALL
Do not put the receiver down after you have thanked the guest. Allow time for the guest to say “bye” or “thank you”, before disconnecting. Always put the phone down, after the guest has done so ” WHEN ENDING A CALL
PACE Walk at even pace in guest areas without sound of footsteps. Do not run in guest area IN CORRIDORS If guests are approaching, get aside and give them first right of way If near a door, open the door for the guest to pass through . What factors should be borne in mind while walking in guest area? Etiquette & Manners
WHICH SIDE Walk on the left hand side If accompanying a guest, walk on his/her right hand side and open the door of the guest Walk erect and maintain the poise What factors should be borne in mind while walking in guest area? Etiquette & Manners
Stand Erect at ease Weight balanced on both feet Shoulders Straight Chest out/ Stomach in What factors related to posture should be borne in mind while talking to guests? Etiquette & Manners