Week 4 EOC: Physical Attractiveness

A major factor when hiring people for positions in hospitality industry appearance play a very large key. For positions such as servers, hostess, bar tenders, front desk associates, even bell hops; all interact face to face with the customers. “Employees in FOH positions are critically important to the delivery of quality service because these employees have direct contact with guests… The personal interactions between guests and FOH staff members define how guests will feel about their treatment in an establishment.” Page238.  Unfortunately, human behavior and psychology is very much focused on sight. What we see often influences how we feel and interact with the environment around us. Many of the things people claim as reasons behind service they received come down to appearance. “ …excellent customer service is more affected by service staff appearance, attitude, and skill than by an operation’s physical facilities. The best managers assess the resources that are available to them, and then organize those resources in the ways that most help their organizations achieve their goals.” page 234. In many cases the way an establishment and staff look causes many people to perceive the service they received as either good or subpar. Imagine a place whose décor is out of date and the whose establishment seems to be in disrepair, and this is the first thing you see when you walk in would you stay and eat or find a new location. On the flip side imagine an establishment that has been newly renovated with an all new decoration but the servers are wearing stained uniforms that are covered in food bits. Would you stay there and eat or leave to a new location. An establishment should appear attractive and inviting and staff should appear well kept and clean. “FOH service personnel must project an image of high-quality customer service in three key areas: personal appearance, attitude, and skills” page238.