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1、第五章、行为规范,内容:仪容仪表,2017/12/3,2,仪表即人的外表，一般来说，它包括人的容貌、服饰、个人卫生和姿态等方面。仪容主要是指人的容貌，是仪表的重要组成部分。仪表仪容是一个人的精神面貌、内在素质的外在表现。 仪容仪表是一个综合概念，它包括三个层次的含义。指人的容貌、形体、仪态等的协调优美。指经过修饰打扮以后及后天环境的影响形成的美。指其内在美的一种自然展现。,2017/12/3,3,Grooming Standard第一节、仪容修饰标准,2017/12/3,4,Grooming Standard仪容修饰标准All staff should look clean, neat and
2、 tidy at all times.所有员工任何时候都应显得干净、整洁且清爽。,Female staff should have well-groomed hair. Long hair must be properly tied up. Hair bands/clips should be black, dark blue, or dark brown. No fancifully-colored hair. 刘海不要触及眉毛 侧发要整齐地别在耳后 头发用深色发带或发网束起 不能把头发染成夸张的颜色,Male staff should be clean-shaven, with hair
3、well-cut and kept at a length not covering the ears, eyebrows and collars. No fancifully-colored hair. 胡子刮干净，前发不要触及眉毛 侧发不要触及耳朵，后发不要触及衣领 不能把头发染成夸张的颜色,2017/12/3,5,简单的发式Conservative style - not too “trendy”浏海应梳理整齐，不可超眉毛Fringes must be neat and must nottouch the eyebrows不可有细发蓬乱，散落No wispy or frizzy hair
4、,头发 Hair 男员工及女员工 Female & Male,2017/12/3,6,将头发塞至耳后，露出双耳 Hair should not cover ears 头发需梳理整齐，不可遮住脸颊 Hair must be styled away from the face and kept neat 在工作时间及工作岗位须随时保持发式整齐 Hair styles should maintain a fresh appearance throughout an employees shift,头发 Hair 男员工及女员工 Female & Male,2017/12/3,7,短发 Short H
5、air,若有长短不一的细发，请用发胶或摩丝定型For frizzy hair - use mousse or gel.经常修剪头发 Hair must be trimmed regularly.,2017/12/3,8,中长发 Medium Length Hair,长度须不超过衣领下缘 Hair length above collar使用黑色，样式简单,大小适中的发夹 Wear only appropriate size, black & plain surface hairpins 头发长度超过衣领下缘者,请遵照长发的规定 For hair length beyond collar, ple
6、ase apply long hair standard.,2017/12/3,9,长发 Long Hair,使用黑色，样式简单，大小适中的发网将长发梳于脑后 Tie-up long hair as a horsetail with black & plain hairpins of appropriate size.,.,2017/12/3,10,男员工发型 Hair - Male,头发长度不可触及衣领 Hair must not touch shirt collar 头发保持干净,不可有蓬乱的细发 Hair must be neat. (Not fluffy or messy),保持简单的
7、发式并经常修剪 Hairstyles must maintain a conservative appearance and should be trimmed regularly.不可剃光头 No shaven heads,2017/12/3,11,1. Clean, short and trimmed finger nails. No heavy nail polished. 指甲：保持干净、修理整齐，不要使用有颜色的指甲油,2. Limited jewelries are allowed. Small earrings (no dangling ones), one simple rin
8、g band, one watch 首饰：不要戴夸张的首饰，只能带一个戒指，耳钉式小耳环，式样保守的手表,3. Prefer gentle and natural color of lipstick 口红：用柔色或接近自然色的唇膏化妆,4. All front of the house female staff must apply light make-up. All back of house female staff at least put on lipstick 所有对客服务的女员工当班时需要化淡妆：所有二线的女员工当班时至少需要涂口 红,5. Before reporting fo
9、r duty, all uniformed staff should check their uniforms are clean and well ironed, wearing name tag and shoes are shined 员工当班前必须检查制服及鞋子，确保其清洁及状态良好,6. Show your beautiful smile to our guests as well as our colleagues 请记住要有一张微笑的脸！,2017/12/3,12,良好的第一印象是这样形成的 You can have good first impressions by:, 你的服
10、饰 What you wear, 你怎样穿戴 How you wear it, 你的行为 How you appear physically, 你的举止 How you conduct yourself, 你的谈吐 How and what you speak,2017/12/3,13,你的脸 Your Face, 要有一张微笑和高兴的脸 Smiling & cheerful face, 适当的化妆 Right amount of make-up, 不要戴首饰和耳环 No fancy accessories & ear-rings, 每天要刮胡子 Clean shaven, 清洁你的耳朵 Cl
11、ean your ears,2017/12/3,14,你的嘴Your Mouth, 用柔和色或接近自然色唇膏化妆 Use mild & natural colored lipsticks, 经常刷牙 Brush regularly, 经常做牙科检查 Checked regular, 用口腔清洁剂或口腔喷雾剂来排除口腔异味 Use mouth-wash or mouth-spray to avoid bad breath, 在工作时不要吃气味强烈的食品 Do not eat strong smelling or gaseous food when reporting for duty,你的牙齿Y
12、our Teeth,2017/12/3,15,你的头发Your Hair, 只能用我们酒店的标准发式 Only use approved hairstyle, 方便梳理的 Easy to take care, 经常洗发 Wash (shampoo) regularly, 头发梳理整齐 （女士的长头发要整齐的扎好，并打好发髻） Properly kept (tied back), 一定要注意：干净、整齐和简便 Must be clean, neat & simple,2017/12/3,16,你的手 Your Hands, 避免用手指直接接触食物和饮料 Avoid handling food &
13、 drinks with bare hands, 勤洗手 Wash frequently,- 上岗前后 Before & after work,- 咳嗽或打喷嚏以后 After coughing or sneezing,- 上厕所以后 After visiting the toilet,- 清扫完毕后 After cleaning,- 吸烟以后 After smoking,2017/12/3,17,你的指甲 Your Nails, 保持干净不要留长指甲 Clean, short & trimmed, 不要用深色的指甲油 Avoid heavy nail polish, 清洗指甲 Clean u
14、nder the nails,2017/12/3,18,手部 #1 -男员工与女员工 Hands #I -Female & Male,随时保持手部清洁，指甲修剪整齐CleanHandsand wellmanicured,只能佩戴一只样式简单的结婚或订婚戒指Only one engagement / wedding ring.,2017/12/3,19,手部 2 -男员工与女员工 Hands II (Female & Male),只能佩戴一只深色及样式简单的手表，不可佩戴思沃奇表Only conventional watches could be worn (Fancy watches are not allowed),不戴手链No bracelets allowed.,随时保持手部清洁，指甲修剪整齐Hands clean & fingernails well manicured,2017/12/3,20,你的脚和脚趾 Your feet & toes, 经常清洗 Wash & dry properly, 每天换袜子 Change your socks & stockings after every wearing,
