Success in Observation Managing: Uniform Standards

Excellent powers of observation is one of the most important qualities a manager can have. Without it, what have you got? A lack of proper management. Here are some of the steps I take to make sure my observation techniques are up to par.

Only the highest upper echelon luxury properties do a lineup anymore, and that is sad. The last one that I heard that did as a common procedure was Orient Express. A morning lineup holds everyone accountable with each other and their manager. It is a procedure that needs to be re-introduced at all properties.

The first step I always start with is uniform standards. If your property does not have written and stated appearance standards, you will have to create your own. This is important as you will need to refer to it with your staff. A huge epidemic in hospitality is having standards, yet they are not adhered to by the staff because the manager is deficient in his role. Standards and the success with which they are utilyzed is a huge deciding factor in the success of your department and your property.

Before the teammate ever speaks to the guest, there is a visual identification that takes place. An opinion is formed before a discussion ever takes place, so it better be a good one. A lot of properties have a variation of the 50-20-10. That means a visual acknowledgement at 50 feet, a visual and verbal acknowledgement at 20 feet and an increase in both at ten feet as you engage the guest.

• Start at the bottom. Shoes. Are they the right style for your property? Are they the right type for the job entailed? Are they clean and shined? If they aren't, send the staff member to shine them. In most luxury 5 diamond properties you either change your shoes or you are sent home. Looking professional and presentable is what is important, I don't care if you work for an Econolodge. Where dress shoes are worn, I always purchase patent leather dress shoes. They hold a shine all the time without having to actually be shined.

• Socks. No white socks! If you are in a professional business situation, black socks are the norm. I stay away from dress socks, polyester etc..An eight hour shift in polyester socks is not good for your feet. I use black athletic socks. They absorb sweat and odors unlike the synthetic ones. They have elastic so they stay pulled high, just in case you lean over or on one knee, all the guest will see is black. If this was the Valet department, then do we use tube socks or ankle socks?

• Pants. Are they ironed and hold a press? Are they clean and free of stains? Are they the proper kind of pants? Are Dickies or Dockers allowed or are dress pants required or appropriate?

• Belt. Pants without a belt are unkempt. Make sure it is a nice belt too, with no writing or design, and no huge belt buckles!

• Shirt. What kind is appropriate for the position? A polo shirt? A dress shirt? What are the specific duties of the employee? Whichever you decide on remember that it must be pressed. Make sure the collars are clean. If the shirt requires a tie make sure it is pressed and appropriate. A lot of properties with food and beverage outlets require white button down shirts. In cases like this where the potential to get dirty is high, make sure the department (you) have ordered enough to replace. At least 4 shirts each should be mandatory. This will allow for 2 spills a night and enough time for dry cleaning turnaround.

• Facial. Facially, everyone must be clean shaven every day. Makeup must be modestly applied. Perfumes and after shave/colognes should be used sparingly if at all. You never know what the guest is allergic to, or what smells may turn them away. This one thing alone could cost you a gratuity, a compliment, or a positive comment card. Smell good, just don't smell strong. 

• Hair. This will depend on the property and what level of service they intend on providing. What is appropriate these days in hairstyles has changed dramatically. Fauxhawks and spiked hair are seemingly part of the professional hairstyle look these days. I personally don't agree however if your standards allow it, so be it. Hair must be well trimmed. Some properties require that long hair be up. I agree with that to an extent, as long as hair is not in the face or constantly having to be brushed away.

• Name Badge. Have you noticed these days how many business' do not require name badges of their employees? Why? Everyone likes to be called by their first name! It is very bad taste to run a business where you have a customer service scenario with no way to identify your counterpart. Name badges must be worn at all times! A name badge says to the guest that you are open and willing to hear what the guest has to say. Depending on the uniform that may be the only way guests have to identify that you are an employee. Name badges are a must and should contain the following:

               Full Name. It is professional to have both first and last name. You are identified as such and with a full name it comes off as more professional.

               Department. This is almost always left off. It is highly important to have the department you work in on the badge. One, for accountability. Two, so you can be identified clearly, and three, so that the guest has a chance to ask the appropriate question of the appropriate staff member. The last thing you want is a guest asking front desk questions of a housekeeper, or maintenance questions of a server. The flow of information can be limited and either can confuse or upset the guest. Also, there may be a breakdown in communication between different departments concerning a guest request.

               Property Name and Logo. This one always blows my mind. So many properties allow just a first name on the badge. How is a guest to know you are employee of their specific hotel. You could work for the coffee shop in the lobby or a floral company...who knows? Professional means professional. Property name and logo should exist on all name badges, period. Not seeing appropriate identification measures can easily make a guest feel unimportant and unconfident, and may result in a complaint or request you will never have the chance to hear. Next time, they switch properties.

Perfect example of a horrible name badge.

Better, but with no department!!

These are pretty close, with the property logo in lieu of the name.

This is perfect. We have the business name, front and last name and title. Everything you need for proper information. The actual design should be apropos to your level of property.

Obviously this badge while having all the correct info, wouldn't be used at a 5 diamond.

These are the standards you should follow as your start of day. As your employees line up, inspect them for all these things. If you take pride in your appearance and standards, your staff will follow. Remember, the department starts with you and how you present yourself. Don't expect excellence in anything from your staff if you do not provide that excellence template yourself.