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 1._____ is how others perceive hospitality employees; it is largely formed by our appearance, personality, and posture. 2._____ refers to the way a person acts, looks, and thinks.

11. Section 3.2 Quiz 3.True/False: A well-groomed hospitality employee indicates to the guest that the hotel itself is clean. 4.True/False: When you display a pleasant personality, guests are more likely to feel that you know what you are doing. 5.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.