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1、前台 FRONT DESK部门/区域：DEPARTMENT/ AREA:FD 接待处 RECEPTION 服务内容/工作职责：SERVICE/TASK:FD-SOP-001 个人仪容仪表及卫生 Personal Grooming and Hygiene标准：STANDARD:展现酒店专业的形象To portray a professional image of the company宾客期望Customer expectation工作职责What to do?工作标准Standard of Performance员工仪容仪表整洁得体Personnel are well groomed制服干净得
2、体Neat and proper uniform头发修剪整齐Well-trimmed hair鞋子干净光亮Neat and polished shoes佩带名牌Name badges indicating your name to be worn（男士）(MALE)制服： Uniforms: 制服只能在酒店内穿戴No items of the uniform should be worn outside the hotel premises except on the way from the hotel to the staff locker 每天换洗制服 Uniforms are chan
3、ged daily 熨烫好制服 Uniforms are well pressed 制服上无污迹或裂缝 No stains or tears on uniforms个人卫生：Personal hygiene: 每日洗澡 Bathe/shower daily 请使用口气清新剂特别是吸烟的员工 Use breath fresheners especially if you smoke 经常使用除臭剂 Use deodorants frequently头发：Hair: 随时保持干净、梳理整齐 Must be clean and well-kept at all times 避免过于怪异的发型，比如非
4、正常发色Avoid extreme hair styling such as unnatural hair coloring 必须剪短至耳脖以上 Must be short and cut above ears and neck on regular basis剃须：Shaving: 每日上班前剃干净胡须 Shave daily before coming to work 不能蓄胡子 Beards and goatees are not allowed 胡髭必须保持干净且在嘴唇以上Moustache must be kept neat and trimmed over the lip指甲：Fi
5、ngernails must be: 干净、短且修理美观 Clean, Short and Well-trimmed鞋：Shoes: 必须是黑色，简单样式的商务皮鞋Must be plain black, classic business style leather 必须随时保持干净光亮 Must be kept clean and polished at all times名牌：Badges: 必须随时在左胸佩戴名牌The name badge must be worn at all times on the left-hand side袜子：Socks: 必须是纯黑或深色 Must be
6、plain black or dark colored手表： Watches: 款式应标准 Should be of a standard nature 不能颜色鲜艳或荧光 NO brightly colored or fluorescent watches 表带不能粗大 NO chunky straps allowed宾客期望Customer expectation工作职责What to do?工作标准Standard of Performance眼镜：Glasses: 如果需要眼镜，必须式样大小合适Glasses if required must be of moderate design
7、 and size 颜色自然 They must be of natural color不能佩戴首饰: No jewellery:耳环：Earrings: 不能佩戴耳环 Earrings are NOT permitted 不能佩戴鼻环 Nose rings studs are NOT permitted 不能佩戴鼻钉 Nose studs are NOT permitted戒指：Rings: 可以佩戴一枚普通的戒指和婚戒One ring of discreet design and a wedding ring if applicable纹身：Tattoos: 绝对不能出现 must nev
8、er be seen（女士）(FEMALE)个人卫生：Personal hygiene: 每日洗澡Bathe/shower daily 使用口气清新剂特别是吸烟的员工 Use breath fresheners especially if you smoke 经常使用除臭剂 Use deodorants frequently头发：Hair: 随时保持干净、梳理整齐 Must be clean and well-kept at all times 避免过于另类的发型，比如非正常发色Avoid extreme hair styling such as unnatural hair coloring
9、 and bleaching 必须扎好，以免有碎发挂在脸上 Should be neatly tied away from the face 长及肩或以下的头发必须随时扎好（盘发）Hair shoulder-length and below has to be tied back at all times 只能佩戴使头发整齐的发饰Hair accessories are only permitted when they enhance a neat appearance 发饰必须与制服颜色相称 Hair accessories must compliment the uniform color
10、.指甲：Fingernails: 长度事宜，修剪整齐 Keep them at a moderate length and neatly manicured 只允许淡色指甲油 Only light nail color is allowed鞋：Shoes: 必须是黑色，传统式样Shoes must be black, classic style leather名牌：Badges: 必须随时在左胸佩带名牌The name badge must be worn at all times on the left-hand side袜子：Tights: 只能穿肤色的长袜ONLY skin color
11、tights are to be worn宾客期望Customer expectation工作职责 What to do?工作标准Standard of Performance首饰：Jewellery: 戒指：中指或食指佩戴Rings: One on each hand (two if married), either on middle or ring finger 项链：允许佩戴一根细而薄的项链Chains: One small thin necklace chain is allowed. 手表：Watch: - 款式标准 Should be of a standard nature-
12、不能颜色鲜艳或荧光 NO brightly colored or fluorescent watches permitted- 表带不能粗大 NO chunky straps allowed 耳饰：Earrings: - 可以佩戴无吊坠式耳饰One pair of non-dangling earrings is acceptable- 直径不超过1cmThese should not be longer than 1cm in diameter- 不允许佩戴鼻环、鼻钉Nose rings and nose stud are NOT allowed仪表仪容：Makeup:随时保持制服得体 Should always be worn to compliment uniform只能化淡妆Only light makeup to be applied不用味道过浓的香水Do not use excessive perfume 纹身： Tattoos: 绝对不能出现 Mmust NEVER be seen
