Staff Uniform Policy - Role Play 2

The new night receptionist comes to her second shift on time; however, her shirt and pants are wrinkled, and she is wearing black and white, nike sneakers. The Front Office manager notices during the handover and addresses the staff members' presentation.

Alex (Manager):Ema, before I head off, there are a few things I would like to address regarding our presentation and grooming policy.

Ema (New Staff): Yeah sure, what is it?

Alex: I know it is a lot of information, but before your first shift, did you receive the staff handbook and link to our intranet with all our policies?

Ema : Yes, I did receive both, the handbook and the link.

Alex: Great! Have you had a chance to go through the presentation and grooming policy?

Ema : I think I did see the summary in the handbook. And Helen talked me through it on my first day.

Alex: Okay, that is good. I just noticed a few small details that unfortunately don't align with our policy, which we need to fix as soon as possible.

Ema: Oh, okay, sure. What is it?

Alex: First of all, you are doing a great job with your over all presentation, it looks professional, and I can see a high level of hygiene, which is very important in our line of work. It is really just a few details to be mindful of in the future.

I would suggest you iron your shirt and pants before work. If you don't have an iron at home that is totally fine, we have one stored in the changing room, so you could easily straighten out a few wrinkles.

Ema : That is good to know. I actually was going to buy one over the weekend, but the cheap ones are all out of stock in Kmart and BigW, it was really frustrating.

Alex: I can imagine, it happens all the time around semester start, when all the international students arrive. So don't worry, we've got you covered.

Another thing would be the shoes, I remember you had black leather-like shoes the other day and at you interview, what happened to those?

Ema: Ah, this morning I accidently stepped into a puddle, so they are still extremely wet, that's why I can't wear them tonight.

Alex: Oh, that is unfortunate. That's fine for tonight then, but please keep in mind that it is part of your responsibility to make sure your uniform is complete when you work your shifts. Even though you are working at night, and you will probably not encounter too many guests, we still have to ensure to keep the presentation standards high.

To avoid this kind of situation again, because Melbourne's weather will stay unpredictable, I would suggest you keep one pair of black unbranded leather-like shoes in the locker and then change them when you start your shift. Like that you can't forget them and they can't get wet or dirty.

Ema: I understand, will do that next time, thank you. But I don't have a locker yet.

Alex: Oh really? We'll fix that. I will check which locker is available and then assign one to you, I will let you know by tomorrow and hand you the keys.

Ema: Sounds great! Thank you!

Alex: No worries. Do you have any questions or concerns?

Ema: Just one question, I actually forgot. I know we have two shirts and one blazer that the hotel provides, but what do I do with them when they get dirty?

Alex: That's right, no worries, so you know in the room where we get our blazer from before the shift?

Ema: The one opposite the office?

Alex: Yes, this one. Basically, when you wear it, you remove the laundry tags and hang it back at the end of the day with your name, right?

Ema: Yes.

Alex: Then that is all you need to do. Every Tuesday and Friday we send them off to the dry cleaner. If they get really dirty, for example because of a spill or anything, then you can let Anna from Housekeeping know, and they will send it out earlier. Just in case we have a few spare blazers for these kinds of situations. And your shirts you have to wash and clean at home.

Ema:Great, thank you.

Alex: Sure, you're welcome. If you have any further questions just ask me or your supervisor Helen. Or /and have a read through your handbook, but there is also a quick sheet and the policy here in this folder behind the reception and you can access it on the computer as well, there is a policy folder on the desktop you should easily find it, or ask Helen to show you. I would suggest you have a read through them during the quiet hours at night, just don't fall asleep. Alright, I will leave you and Helen to it then, enjoy your shift! See you next time!

Ema : No worries, thank you! See you next time! Can you help me with these questions relying on this role play, please ?

Role Play 2

1. What worked well

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2. What needs improvement

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1. How you have evaluated each policy you have implemented?

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1. How was staff involvement for the purpose of evaluation?

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5. How will you implement each identified change required into your next service period?

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