PERSONALITY PERSONALITY DEVELOPMENTDEVELOPMENT

THE POWER OF THE POWER OF SERVICE SERVICE

EXCELLENCE EXCELLENCE TRAINING MODULE TRAINING MODULE

II

PACKAGING YOURSELF

How well do you know yourself? Is your personality complete with the

company’s organizational culture? Employers are interested in two things

about you. These are knowing yourself and

developing your compatibility with the company.

What is Personality?What is Personality?1. 1. It is the expression of what you are and what you It is the expression of what you are and what you

do. It is the product of all responses that are do. It is the product of all responses that are expressed in everyday living – in home, school, expressed in everyday living – in home, school, playground, office, theater, in streets or even in playground, office, theater, in streets or even in the seclusion of your room.the seclusion of your room.

2. 2. It is the sum-total of the qualities and characteristics It is the sum-total of the qualities and characteristics of person as shown in her manner of walking, of person as shown in her manner of walking, talking, dressing and her attitudes, interests and talking, dressing and her attitudes, interests and ways of reacting to other people. It refers further to ways of reacting to other people. It refers further to all factors within the person that influences his all factors within the person that influences his characteristic ways of behaving, thinking and characteristic ways of behaving, thinking and feeling.feeling.

Phases of Personality Phases of Personality Intelligence is not only the yardstick of one’s personality. In general, the following are the different phases of one’s Personality.

Intellectual

EmotionalSocial

PhysicalValue

System

Intellectual

This refers to person’s attitudes toward life, her moral principles, her belief. One’s personal philosophy of life and how he values it are the result of meaningful and satisfying learning experience.

Emotional

A person’s emotional make-up is shown by his likes and dislikes, his aggressiveness and docility how he perceives when things become difficult;whether she is introvert or extrovert and whether she loses her temper or “just keep her cool”

Social

This refers to how well you conduct yourself in public and to get along well with the group. It includes good manner, doing the right thing at the right time and acting properly as what you are supposed to do.

Physical

This refers to the outside make-up of the person. It includes the mode of dressing, complexion, body built, posture, health and facial expression.

ValueSystem

This refers to the manner a person talks and the range of ideas that he possesses. Mental Alertness is an evidence of one’s intellectual capacity.

PERSONALITY DEVELOPMENTPOLICYIt is the International Standard that ALL ASSOCIATES

should maintain:PROFESSIONAL APPEARANCEPERSONAL HYGIENE ANDPROPER GROOMING

STANDARDAll associates should see well-groomed staff with a

VERY SMART APPEARANCESMILING FACES ANDRECEPTIVE MANNERS AT TIMES.

IMAGE PROJECTION Through Power Dressing,

Correct Hygiene and Good Grooming

CORRECT HYGIENE

Personal HygieneGUIDELINES

I. Cleanliness of the Body· Take a bath frequently· Apply deodorant· Avoid using too much

talcum powder or perfume/ cologne.

Personal HygieneGUIDELINES

III. HANDS AND NAILS· Wash hands after leaving

the toilet and washroom· Always wash your hands

before eating· Keep finger nails short and

clean

Personal HygieneGUIDELINES

IV. HAIR· Keep hair neat, glossy

healthy looking and free from dandruff

· Use appropriate shampoo and conditioner

Personal HygieneGUIDELINES

V. TEETH

· Brush teeth as often as possible and rinse the mouth frequently

· If wearing dentures wear them and wash them also

· If teeth has tooth decay, gum disease, consult a dentist

· Keep it clean and not discolored· If you have braces and retainers,

keep them clean also.

Personal HygieneGUIDELINES

VI. EARS

· Always keep it clean everyday

Personal HygieneGUIDELINES

VII. FEET

· Keep your feet clean and toe nails trimmed

· Foot powder is recommended if the feet smell

PROPER GROOMINGPROPER GROOMINGI. COMPLEXIONI. COMPLEXION Associates must always maintain a clear Associates must always maintain a clear

complexion.complexion.II. MAKE-UPII. MAKE-UP Apply appropriate make-up while at work.Apply appropriate make-up while at work. Application of make-up is needed to project a Application of make-up is needed to project a

business-like and attractive appearance.business-like and attractive appearance. Re-touch make-up when needed.Re-touch make-up when needed.

PROPER GROOMINGPROPER GROOMINGA. Blush-onA. Blush-on Blend well to add color for a healthy glowBlend well to add color for a healthy glow Colors used should complement a blend well Colors used should complement a blend well

with the uniformwith the uniformB. LipstickB. Lipstick Colors used should complement a blend well Colors used should complement a blend well

with the uniformwith the uniform Always retouch when neededAlways retouch when needed

PROPER GROOMINGPROPER GROOMINGC. Eye-shadowC. Eye-shadow Colors used should complement a Colors used should complement a

blend well with the uniform and skin blend well with the uniform and skin tonestones

D. EyebrowsD. Eyebrows Colors should be a shade or too Colors should be a shade or too

lighter than the hair color.lighter than the hair color.

PROPER GROOMINGPROPER GROOMINGIII. III. HANDS AND NAILSHANDS AND NAILSFemaleFemale Nail polish colors in natural shade Nail polish colors in natural shade

onlyonly Uniformed nail lengthUniformed nail lengthMaleMale Must be evenly shaped, short and Must be evenly shaped, short and

buffedbuffed

PROPER GROOMINGPROPER GROOMINGIV. HAIR GROOMINGIV. HAIR GROOMING Hair must look neat, clean and Hair must look neat, clean and

in good condition at all timesin good condition at all times Hair must be well-groomed at Hair must be well-groomed at

all timesall times Hair must be kept away from Hair must be kept away from

the face at all times the face at all times

PROPER GROOMINGPROPER GROOMING Clean-shaven head for an unnaturally Clean-shaven head for an unnaturally

bald look is not allowedbald look is not allowed Wet-look style, even for curled or Wet-look style, even for curled or

permed hair is acceptablepermed hair is acceptable Extremely faddish hair styles that do Extremely faddish hair styles that do

not blend with the uniform is not not blend with the uniform is not allowedallowed

Proper Grooming (Cont.)Proper Grooming (Cont.)A. A. MaleMale Hair must always be trimmed and well-Hair must always be trimmed and well-

groomedgroomed Hair at the back must just touch the tip Hair at the back must just touch the tip

of the collarof the collar Bangs should not touch the eyebrowsBangs should not touch the eyebrows A few brisk strands or spikes are not A few brisk strands or spikes are not

allowed, provided these do not touch the allowed, provided these do not touch the eyebrows.eyebrows.

Proper Grooming (Cont.)Proper Grooming (Cont.)B. FemaleB. Female May be worn loose as long as it does not go May be worn loose as long as it does not go

beyond the nape or does not touch the beyond the nape or does not touch the shoulder blades.shoulder blades.

Hair touching shoulder blades should be worn Hair touching shoulder blades should be worn in a bun or tied/braided into a pony tail away in a bun or tied/braided into a pony tail away from the face.from the face.

Bangs should not be touching the eyebrowsBangs should not be touching the eyebrows A few brisk strands or spikes are not allowed, A few brisk strands or spikes are not allowed,

provided these do not touch the eyebrows.provided these do not touch the eyebrows.

POWER DRESSING

A good appearance generates a feeling of self-confidence and well being.

“Looking Competent” should have the prime value.

Dressing appropriately for the occasion will make the applicant a neat individual. “ well put together” from head to toe.

Therefore, the basic guideline before you could prepare for the interview, is to gain CONFIDENCE.

To have the winning look, follow the basic rules in choosing your wardrobe, have the basic charming manners, good grooming and correct hygiene.

Most Human Resources specialists says that looks really matter especially when one is applying for front-liner jobs such a sales, marketing, and public relations positions.

Make an impressive appearance or image projection.

Make a difference. Pay attention to how you look.

Power Dressing Tips

Do not overdress because it makes you appear trying hard nor under dress because it makes you look like you do not care whether you get the job or not.

Do not forget to make a research on the organization’s dress code before your interview.

Proper outfit mirror the personality of the person to protect an image projected.

Fashion AccessoriesFashion Accessories

I. I. HAIR ACCESSORIESHAIR ACCESSORIES Only one black colored accessories are Only one black colored accessories are

allowed in all public guest contact areasallowed in all public guest contact areas Plain designPlain design Only two accessories at the most may be Only two accessories at the most may be

used at one time provided no used at one time provided no combinations such as ribbon and clip are combinations such as ribbon and clip are wornworn

FASHION ACCESSORIESFASHION ACCESSORIESII.II. JEWELRYJEWELRY Jewelry worn by regional, national and Jewelry worn by regional, national and

tribal ethnic group are not allowedtribal ethnic group are not allowedA. BraceletA. Bracelet Only one plain bracelet may be Only one plain bracelet may be

allowed in gold, silver or copper allowed in gold, silver or copper and must not interfere with workand must not interfere with work

FASHION ACCESSORIESFASHION ACCESSORIES

B. B. RingsRings Only one ring per hand is allowed to Only one ring per hand is allowed to

be worn on the ring fingerbe worn on the ring finger For married women, the wedding For married women, the wedding

ring band and engagement rings may ring band and engagement rings may be worn on the same fingerbe worn on the same finger

FASHION ACCESSORIESFASHION ACCESSORIESC. EarringsC. Earrings Worn when in uniform Worn when in uniform Worn on the lower earlobesWorn on the lower earlobes Only one earring per ear is Only one earring per ear is

allowedallowed No dangling earring in guest No dangling earring in guest

contact areascontact areas

FASHION ACCESSORIESFASHION ACCESSORIESIII. WATCHESIII. WATCHES Worn at all times in uniformWorn at all times in uniform Only one simple watch is allowedOnly one simple watch is allowed Strap color allowed is beige/black/brown/dark Strap color allowed is beige/black/brown/dark

blue/gold and silverblue/gold and silver Straps made of gold, silver or combination of Straps made of gold, silver or combination of

both colors are acceptableboth colors are acceptable Watches with plastic straps are allowed as Watches with plastic straps are allowed as

long as these follow acceptable colorslong as these follow acceptable colors

UNIFORM STANDARDSUNIFORM STANDARDS

I. I. UNIFORM UNDERGARMENT UNIFORM UNDERGARMENT STANDARDSSTANDARDS

Wear appropriate undergarments Wear appropriate undergarments when in uniform.when in uniform.

A. MaleA. MaleA.1 SocksA.1 Socks

High rise plain black socks are High rise plain black socks are recommendedrecommended

See-through socks are not allowedSee-through socks are not allowed A.2 UndershirtA.2 Undershirt Plain, white without print or designPlain, white without print or design Undershirts with or without sleevesUndershirts with or without sleevesare recommendedare recommended

Uniform StandardsUniform Standards B. B. FemaleFemale

B.1 BrassiereB.1 Brassiere Fully-capped with strapsFully-capped with straps Snugly fitted to prevent from slipping off the Snugly fitted to prevent from slipping off the

shouldersshoulders Sheer or see through cups are not Sheer or see through cups are not

recommendedrecommended Lace bras or black colored bras are not allowedLace bras or black colored bras are not allowed Sports bra and cross straps are recommendedSports bra and cross straps are recommended B.2 LingerieB.2 Lingerie Outline should not show through the uniformOutline should not show through the uniform

Uniform StandardsUniform Standards C. Hosiery / StockingsC. Hosiery / Stockings Plain without any design or glitterPlain without any design or glitter Free from snags, stitches or runFree from snags, stitches or run Suggested shade is natural or slightly darker Suggested shade is natural or slightly darker

than the skin tonethan the skin tone Suggested shade for oriental skin is taupe or #5 Suggested shade for oriental skin is taupe or #5

for most brandsfor most brands Extra pair should always be brought by the Extra pair should always be brought by the

associate at all times for immediate change in associate at all times for immediate change in case of needcase of need

Uniform StandardsUniform StandardsII. UNIFORMII. UNIFORM Associates are required to have the proper uniformAssociates are required to have the proper uniformIII. NAMEPLATEIII. NAMEPLATE Used at all times with the uniform and when Used at all times with the uniform and when

associates is within the premises of the hotelassociates is within the premises of the hotel Always pin on the upper left hand portion of the Always pin on the upper left hand portion of the

outermost garmentoutermost garment Always keep clean and undamagedAlways keep clean and undamaged Loss/damage requires immediate replacementsLoss/damage requires immediate replacements

IV. I.D.IV. I.D. Must be the most current ID issued by the Must be the most current ID issued by the

companycompany Always in the possession of the associate is Always in the possession of the associate is

within the premiseswithin the premises For trainees, please always bring your For trainees, please always bring your

University/ School’s ID.University/ School’s ID.

ATTENTION- GETTING RESUME

GET THAT NEEDED GET THAT NEEDED JOB RELOADED JOB RELOADED

MODULE 2MODULE 2

The Winning Resume

What is a Resume? It is an individually designed

document summarizing personal interest and qualifications so that a potential employer will become interested in the applicant.

The Description

Career Objective It states the job, job function, and the company, or

industry. This will enable the employer to categorize the

applicant’s area of interest immediately. E.g. To be employed in a suitable and reputable institution

in which I can excel and enhance my skills, knowledge and experiences.

To obtain a position in the Front Office that would best fit my qualifications and develop further my talents and skills for continuous career improvements.

Qualifications It includes the applicant’s special qualities,

skills, and potentials that are relevant to the job that he is applying for.

E.g. Possesses excellent interpersonal and

communication skills. I am a team player. Creative and organized. Knowledgeable in basic Office operations. Fidelio System, Harmony and Micros Opera System. Possess computer operations skills.

Educational Background It is the applicant’s total

educational experience, which includes honors, awards, and extra-curricular activities and the likes.

Co-curricular and Extra Curricular Activities

It coves the applicant’s membership in various organizations, clubs and participation in lectures, seminars, leadership trainings and other activities that are meant to amplify or enrich the course syllabi or supplement classroom instructions.

Work Experience It pertains to the previous jobs that are

closely related to what the applicant may be applying for, whether part-time, summer or seasonal.

Employers are interested in knowing about the applicant’s job functions, performance and what has been accomplished.

Personal This refers to other personal data such as:- Age- Marital Status- Gender- Birth date- Name of Parents and their occupations- Name of Brothers/ sisters- Etc.

Future Plans (optional) These are applicant's educational or

career plans in the next five years or the like.

This will enable the employer to identify the future plan of the applicant.

E.g. Summer 0f 2013: T o enroll in advance

foreign languages, computer reservation system, etc.

Character Reference It is the last section of the resume. It is customary to state: “References are available

upon request.”. The applicant must be sure to appear for an

interview with a typewritten/ computerized list of good references.

Though nowadays, it is included in the resume. Minimum of Two persons not related through blood to the applicant should be place in this section with its contact number and or address of the company he/she is connected with plus his/ her position.

Character Reference ACADEMIC REFERENCE

- Deans, Principals, Professors, Teachers and other school personnel who have the knowledge about your school activities or performances.

Character Reference EMPLOYMENT REFERENCE

- A person whom you have worked with and knows your capacity as a worker and previous jobs you have done.

Character ReferencePERSONAL REFERENCE

- People who respect you and are knowledgeable about your abilities and accomplishments.

REMEMBER:Watch for the spelling and proper grammar.

TIPS:State your job objective to give

an impression that you are goal-oriented.

See to it that the resume put you in the best possible light but do not exaggerate.

TIPS:Avoid the use of colored

paper or too modern style.The paper should be 8 ½ x

11 and of good quality.Use black ink.

TIPS:Prepare handwritten letters of

application. Some companies are now giving importance to them. They believe that the handwriting of a person can tell so much about him.

TIPS: Capitalize on your educational background, on-

the-job experiences, seminars and other courses attended because new graduates usually have no job experience.

Attach photo taken by a professional photographer.

Update your resume every time new information or data is added in your experience.

THE INTERVIEW

GET THAT NEEDED GET THAT NEEDED JOB RELOADED JOB RELOADED

MODULE IIIMODULE III

The InterviewThe goal of every job seeker is

to get an interview. This is a critical part of your job hunting, just one step from the job itself.

Last minute reminders before going to that important interview date:

Select and lay-out your complete wardrobe from head to toe.

Get all necessary papers ready. Bring at least two (2) pre-tested pens in case

the other one does not work. Bring small notebook for jot down notes. Bring a copy of the resume/ selected

credentials.

Bring a folder/ portfolio. Bring a personal Business Card. Review the list of questions for the

interview. Provide sufficient cash for emergencies. Check travel time to the interview venue,

give allowance for the traffic problems. Get a good night’s rest before the big

day.

Project a professional and attractive image.

Smile when you meet your interviewer.

Give a firm handshake. Present a positive attitude. Be enthusiastic, be courteous.

Listen attentively. Look at the interviewer in the eye.

Be knowledgeable about the company. Be cautious when it comes to salary

topics. Make efforts for the interviewer to like

you. End the interview with appreciation and

a thank you.

Common Questions to Prepare for an Interview

Tell me about yourself? What are your greatest strengths? What are your greatest weakness? Why should we hire you? Why are you interested in working for the

company? How do you reacts to criticisms?

How much do you want for your salary? What do you know about our company? Do you have any questions about our

company? How will you judge yourself successful? How will you achieve success? What can you do for us that someone else

cannot do? What motivates you to work? What have been your greatest

accomplishments recently?