The Impact of Physical Appearance in the Hospitality Industry: A Study

This report delves into the crucial role of physical appearance within the hospitality industry, exploring its multifaceted impact on various aspects of the business. It begins by establishing the importance of employee presentation, grooming, and adherence to dress codes as essential elements in shaping customer perceptions and brand image. The report examines the influence of physical appearance in job interviews, highlighting how initial impressions can affect hiring decisions. Furthermore, it investigates the implications of body modifications on career opportunities and customer interactions. Through literature review, analysis and discussion, the research examines the effects of physical appearance on hospitality industry performance, and provides recommendations for improving the overall customer experience. The report focuses on the restaurant Sketch in London, UK, including an interview with a manager to gather insights.

Impact of physical
appearance in hospitality
industry
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Table of Contents
ABSTRACT.....................................................................................................................................3
Aim and Objectives..........................................................................................................................4
INTRODUCTION...........................................................................................................................4
RATIONALE...................................................................................................................................6
LITERATURE REVIEW................................................................................................................7
Impact of physical appearance in the hospitality industry.....................................................7
Impact of physical appearance on job interviews.................................................................10
Impact of body modifications in the hospitality industry.....................................................12
RESEARCH METHODOLOGY...................................................................................................14
Findings analysis and discussion...................................................................................................16
What is the impact of physical appearance on job interviews?............................................16
What is the impact of body modifications in the hospitality industry?................................17
What is the impact of physical appearance in the hospitality industry?...............................19
DATA ANALYSIS........................................................................................................................21
CONCLUSION..............................................................................................................................26
RECOMMENDATIONS...............................................................................................................28
LIMITATIONS OF THE RESEARCH ........................................................................................30
REFERNCES.................................................................................................................................32
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ABSTRACT
Physical appearance of the people holds a lot of significance in the hospitality industry
because employees are the people who have direct connection with the guests so it is necessary
to have employees have great appearance. So people who are beautiful are seen as more positive
as compared to the people who do not have great appearance. People in the hospitality industry
are always judged by the people because they involve in direct link to tourists and customers.
The particular research focuses on importance of facial attractiveness in the job interview. The
research focuses on highlighting the impact of physical appearance in the hotel and restaurants.
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Aim and Objectives
Research aim, objectives and questions are the important step in the research. Research aim
shows the intention of the study; aim needs to be particular and should be achievable. Objectives
are the particular steps that researcher does to attain aim of the research. Questions are the issues
that an investigator wants to investigate (Sims, 2021). The objectives of research should be
particular that what researcher is going to perform and do, they should be measurable that what
all evidences are needed to reach goal, they must be achievable that should not be over
ambitious, they should be realistic like funds, skills and time must be available. Aim and
objectives move project of the research and answer questions of the research.
Aim
To study the impact of physical appearance in hospitality industry.
Objectives
 To study the impact of physical appearance in the hospitality industry.
 To study the impact of physical appearance on job interviews.
 To study the impact of body modifications in the hospitality industry.
Questions
 What is the impact of physical appearance in the hospitality industry?
 What is the impact of physical appearance on job interviews?
 What is the impact of body modifications in the hospitality industry?
INTRODUCTION
Hospitality industry is the type of service industry which has services like food and drink
service, planning of events, transportation, lodging and many more. Hospitality industry is
mainly known for restaurants, eco lodges, resorts, hotels and bars. Hospitality can be defined as
making individuals feel welcome with comfort and entertainment. So, hospitality industry is a
big umbrella which has theme parks, restaurants and much more (Ionel, 2016). This industry
gives priority to the experiences of customers with hotels, eco lodges and restaurants and earns
money by serving and providing services globally as compared to goods. For more and clear
understanding of hospitality industry it includes the four big areas: beverage and food, tourism
and travel, recreation and lodging. The category of food and beverage has lounges and bars,
tourism and travel includes sector of aviation and agencies for travels. Lodging is defined as
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hotels whereas recreation generally means tasks like tennis, fishing and many more. All these
industries are made and came into existence to give experiences of enjoyment to all those people
who have participated (Ruel and Njoku, 2020). The atmosphere of these industries is very calm,
welcoming, warm and exotic due to their high quality services and offering services like valet
parking. The revenue and profitability of hospitality industry depend on the level of people
enjoying their services. The objective and aim of this industry is providing guests with an exotic
experience. The enjoyment can be delicious meal, relaxing spa, good accommodation and so on.
In recent times hospitality industry has emerged as of the best services industry because their
main motive is to make their guests, tourist and customers comfortable with their services.
To make hospitality industry more attractive among people to attract maximum number
of customers, employees play an important role. Employees are the people who are engaged in
providing services to tourists and guests (Lv and et. al., 2021). So, presentation becomes
significant to get success in hospitality industry. The design and appearance of hotels are
evaluated by people with the uploaded reviews and photographs during booking of rooms. If
these rooms of hotels look unattractive, dirty or cramped then guests would make bad impression
about them. The property of hotel should look presentable, attractive and professional because
they are very important. But as much as appearance of these hotels is necessary, the appearance
of workforce is also important. When it comes to hospitality industry, the appearance of staff,
grooming habits, uniforms are strictly followed because they are the face of hotels and lodges.
These appearances can make the good impression as well as break.
It is said that books should not be judged by cover but hospitality industry is an
exception for this because here presentation matters the most. Events organised by hospitality
industry are examined on the basis of appearance of working staff. From teams of security to
catering, hostesses, bartenders, if these people are not well dressed or are untidy then guests
would make bad judgement about hotels instantly and affect negatively on the good health of
hospitality industry (Kalargyrou, Barber and Kuo, 2018). For hotels appearance of staff is as
significant as selecting the right location for events or providing facility to guests. Hospitality
industry follows strict rules and protocols where employees have to dress up in a neat and clean
uniform and look presentable. As employees’ are the face in front of clients, customers and
investors. Employees are guided at initial stages about uniforms and other requirements so that
they can be aware about the importance of appearance.
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Guidelines are given to employees in the starting only related to the dress code,
accessories, hairstyles, footwear and many more (Roeffen and Scholl-Grissemann, 2016). The
physical appearance of workforce assists to maintain appearance of whole hotel industry but how
employees do activities also contribute in improving reputation.
Grooming and etiquettes are one of the important methods through which employees are
developed by their employers in this industry. Grooming varies in between female and male
employees but for both of them it is necessary to stay clean and presentable during they are
working. Employees are made to know about the importance of dress codes and give them
framework what all is expected (Macpherson, 2021). Females are given framework about their
hairstyles and make up and men and women both are advised to wear perfumes or deodorant.
The physical appearance of hotel workforce assists in maintaining overall reputation of hotels
but the style they perform also make contribution in the reputation of hotel. Workforce are
motivated to report before their shift timings and taught to treat guests with proper respect. A
proper rule book is made that is followed by employees. Hotelier constantly encourages their
employees to perform effectively and efficiently. Employees who receive maximum praises from
customers or meet expectations are rewarded with recognition and rewards. For the current
research paper the chosen restaurant is Sketch which comes under the hospitality industry. It is
the restaurant which is located in London UK. For achieving the objectives of research one of the
managers of Sketch has been interviewed to gather views and opinions regarding physical
appearance.
RATIONALE
The motive behind carrying this research project is to understand the concept of
hospitality industry and the impact of physical appearance in hospitality industry because
physical appearance helps in attracting large number of customers for hotels and restaurants.
This research would help in understanding the importance of physical appearance in gaining
attention of guests and investors and in maintaining reputation. Another vital reason for choosing
this research topic is attaining two types of perspectives that are: personal and professional
perspective (Small, 2021). In terms of the personal, this assists in determining the significance of
physical appearance in an individual. This also helps me in applying techniques which would
help me in adopting ways through which I bring change in my physical personality. The next
cause is it will help in understanding the impact of physical appearance in increasing the
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performance of hospitality industry. The physical appearance would help in attaining both kind
of interest that is professional and personal interest. In terms of professional perspective, the
advantage from research is selecting individual who have great physical personality which will
help in making good impression on guests and customers. This would also help me in my
professional career as I would work in personality before joining the industry. It would help me
in building great professional career.
LITERATURE REVIEW
Impact of physical appearance in the hospitality industry
According to Kalargyrou, Barber and Kuo (2018), hospitality industry is about serving
services. Employees of this industry provide service and guests experience this service. The
employees have the responsibility to represent hotels and restaurants and improve image of the
brand. With skills and knowledge of these employees, their personality and physical appearance
also matter. The opinions and views of guests are dependent on the service provided by the
employees with their personality. Companies working under hospitality industry develop
employees through various standards of grooming. The industry focuses on developing and
creating aesthetic skills and appearance of workforce.
According to the Czepiel and Koopman (2021), Hospitality industry uses the method of
grooming and etiquette where employees are trained and developed to provide good service.
Employees and guests of hotels have regular and constant interaction in day to day activities.
Physical appearance has positive as well as negative impact in the hospitality industry because if
the appearance of employees are good then it helps in building good image of hotels, more
number of tourists and guests are attracted easily, employees are developed in their professional
and personal lives but if physical appearance of employees are not attractive then it makes bad
impression among tourists, less people would get attracted, lower investors would invest as it
leads to downfall of industry and think that hotels are not providing good quality service. There
is constant research in factors like behaviour, personality, relationship between humans and
many more because they all have a great focus on physical appearance of a person. Attractive
representations of a are greatly influenced by the person's appearance and facial appearance and
create opinion in other person's mind. Attractive physical appearance in hospitality industry
attracts the customer towards hotel.
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On the other hand Jiotsa and et. al., (2021), Physical appearance is the most important
factor in organisations as it is necessary for attracting guests and tourists towards the hospitality
industry. Physical appearance in hospitality industry includes the property of hotels and
restaurants with the appearance of employees. It is necessary for restaurants and hotels to
maintain their property very well like proper cleaning, great interior designing and new updated
technology devices like swiping card to open locks and many more. This is the thing which is
applicable to appearance of the staffs of hospitality industry. Employees need to be look
presentable and professional because they are the most significant part of the hospitality industry.
They are the people who face directly tourists and guests, through employee’s guests make
opinions about the particular hotel and restaurant. Some restaurant and hotels become busy in
managing and upgrading the building and property and they do not get time to invest in
grooming and training workforce, restaurants and hotels must know that appearance of
workforce in their sector is as important as selecting the apt management software for property
and creating budget. Whenever it is about appearance of staff, habits of personal grooming and
uniform, workforce should follow the rule of dress code set by the restaurant. These are
considered as making and breaking impression of restaurant.
According to the Mitro and et. al., (2021), there are some ways which are used by
restaurants to enhance the personality and appearance of their workforce like etiquette and
grooming. Grooming refers to the process where employees are taught how to dress for their
assigned job and responsibilities. The needs of grooming are different for man as well as woman
but it is very obvious that they both have to look clean while servicing guests of restaurants.
Restaurants make sure that they provide dress code to employees so that they can wear them
while performing their duty. With the dress code, restaurants and hotels also give clear outline
and framework so that employees can follow all the rules and regulations regarding appearance.
According to Kalargyrou, Barber and Kuo, (2018), hotel gives guidelines to women and
men that clearly define the right hairstyles to be made, shoes and accessories that can be worn in
the duty. For women extra details and information are also given like colours of nail polish, apt
amount of make up to be applied and asking men and women both to wear perfumes. Physical
appearance is the important, assists in maintaining appearance of the workforce in front of
guests. It creates a positive impact on guests, as they spread good information about the
particular hotel and restaurant. With the appearance of employees, the way these staffs behave
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and act while servicing customers is also significant. Their act and behaviour while providing
service to employees build the reputation of restaurants. The employees are directly linked to
guests coming from different places or countries.
According to Božič and Knežević (2016), grooming is exceptionally significant for
hospitality industry because it is necessary for looking, dressing and presenting themselves
shows lots about the approach for guests. Employees are the faces of organisation, it does not
matter what is the role of job, grooming develops the personality and helps an organisation to
become more presentable. There are some important things which should be always in mind of
the employees of the hospitality industry:
 Understanding code of behaviour and customs: Employees in the hospitality
industry have to deal with personal and professional individuals so it becomes
necessary for all the employees to follow code of conduct of the hospitality industry
and form experience for the customers.(Steinsbekk and et. al., 2021).
 Enhancing skills for interaction: Grooming includes overall attitude towards
customers with the physical appearance and dress sense because it assists in carrying
and conducting themselves in front of public as personality and great communication
always help (Muhamad and et. al., 2021).
 Etiquette is compulsory: Individuals always appreciate right etiquettes because
employees could learn international etiquette by attending precise sessions of
training. After completion of training, employee could refine their skills by
continuously practising.
 Outlook and approach: Hospitality industry always require positive, composed and
calm attitude, in the physical appearance they always have to wear great smile but
always keeping such smile is tough task but it has very positive impact in the long
run.
 Communication skills: Communication skill is one of the most important quality
which requires to be work as a part of hospitality industry. Being polite is one thing
but it is also necessary to be articulated. Using variety of languages according to the
need of guests in their local languages. But it is also necessary to prefer language that
guests could understand.
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Impact of physical appearance on job interviews
According to Schmitz (2018), everyone gets one chance to make first impression good.
The first impression plays an important role in attracting the attention of people. Because it is
being believed that when someone has great impression regarding a person, it becomes difficult
to change. Physical appearance is a great factor that people concentrate while creating an
impression about the person. When a person goes for an interview, that person gets very little
time to showcase them who really the person is. The easy manner of making great impact in a
very less period of time is by making sure that person is having great appearance that is
appealing and professional. But it is very clearly said that physical appearance is not the right
manner to judge character of a person, but it the basic nature of human to create opinions based
on the things they see in front of them.
According to the Sims (2021), there are many things which go apart from just appearance
in professional career. Among people it is being thought that while going for an interview it is
necessary for candidate to look attractive because interviewer wants people who have great
personality and looks. While person is being interviewed that there are many things which
cannot be controlled by candidate but appearance is one of the things which is directly at the
hand of candidates. So it is advisable to candidates that they should do proper planning before
going for an interview because when planning is not right then it can be easily being identified
by interviewer. Physical appearance can create positive impact on job interviews because it helps
in creating first impression on interviewer and it is impacted at the starting minutes of job
interview in hospitality sector as well as other sectors of businesses. It is said that there are more
chances to get selected if candidates give great first impression, then the person would have high
percentage of being selected. On the other hand if person shows not effective first impression
then the chances of being selected reduce, the percentage of not selecting increases.
According to Suen, Chen and Lu 2019, the percentage of being selected and not selected
may vary because it depends upon the nature of interviewer. A person never gets a second
chance to appear nicely in front of interviewer so it is recommended to candidates to fully utilise
the first chance with great appearance and personality. The first impression in job interview is
always about the physical appearance, the second is communication skills with great practices of
interview. Employers believe that individuals are more productive when they are being dressed
greatly and well. It is said that candidate must dress for the one or two high position than the post
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they have come for interview. Earlier these theories have been argued and ignored because
earlier recruitment was only based upon educational qualification, experience of work and many
more. But there are many candidates who feel that looks are not important as appearance is not
as important for getting positions in job.
Interviewer of hospitality industry believes on the theory of “ What is beautiful is good”.
This is the theory which is very famous in hospitality industry. It is the theory which shows
about the perception of interviewer and managers by looking at candidate for the very first time
and forming particular stereotype in the personality and nature of the person. This is the theory
which judges the candidate by their physical appearance. In this people who are taking interview
make judgement by looking at candidates. In this particular theory what is beautiful is good
forms judgement in the mind of interviewer that positive characteristics in the person is good
whereas negative characteristics in the person is bad for the particular job. The interviewer
targets those candidates who look good and have the power to attract people in the first
impression. It is basic opinion among people involved in hospitality industry that those people
who look good and attractive are treated in a better way in social interaction. So basically in this
theory book is judged by its cover as it is believed that person who looks good generally have
great personality traits.
As per the view presented by Zimmer-Gembeck and et. al., (2021), Physical appearance
should also be maintained as conservative package of interview like confidence, smile and eye-
contact. There is also negative impact of physical appearance on the confidence of candidate
because sometimes interviewer that is conservative judge’s applicant on the basis of their trendy
clothes which is basically not right for the job of candidate. So candidates feel that they should
be allowed to wear whatever they like and have confidence because whenever candidates feel
great about their experience they perform exceptionally well in their interview because they are
able to carry themselves with great confidence and improve their whole performance.
According to Kaufmann, Krings and Sczesny (2016), but there is some guidance related
to the physical appearance that may be followed by employees like choosing styles and colours
that showcase about the personality and never wear clothes that are flashy. Women may wear
avoiding low cut clothes and men should also avoid short pants, ties that are outlandish and
clothes that do not fit right. Employers are great in making links and connections so bad
impression means losing job. It is basically common sense of a person that it is necessary to go
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neat and clean for an interview because it helps in impressing interviewer. Great impression
helps in enriching the experience of customers with the services of organisations.
Impact of body modifications in the hospitality industry
According to Karl, Peluchette and Hall (2016), the interaction among guests, employees
and employers are the most important because they are the people who are making direct contact
with the guests for providing services. It is identified that guests like those people who are sober
in their appearance for giving great services. Body modification is a term which has three main
concepts like body adornment, body modification and body painting. Body painting is known as
temporary procedure of colouring the parts of body whereas body adornment is referred as
making appearance very attractive like jewellery and many more. But body modifications are
broader term and are long lasting as it creates great change in the physical appearance of the
person. Piercing and tattoos are the two things which are considered in body modifications.
Tattoos are referred as opportunity to be made on the any part of the body with different sizes.
Piercings are defined as modifications in the body which are not permanent because they are
removable. But nowadays modifications on body is increasing the youth as well as adult
generations so it is being said these modifications should be accepted by the organisations and
businesses. But modifications done on body which are visible influence the chances of
employment negatively especially when employees have to face customers regularly and
continuously. In hospitality industry tattoos visible on the body are not allowed because it is
indicates non-professionalism in this specific industry. Companies of hospitality industry make
recruitment decision on candidates who do not have visible modifications on body. These
recruitment decisions are not known as illegal but there are also some very particular exceptions
where people have tattoos on religion as these are considered by hospitality industry during their
recruiting decisions. So it is basically identified that body modifications are not considered by
hospitality industry and create negative impact on recruitment process by restaurants on
candidates as it puts negative impression on recruiter about that particular candidate. There are
many studies which have identified that there are differences while selecting female and male
with the tattoos that are visible on body. The females in hospitality industry with tattoos inked on
visible body parts have lost their benefits in jobs in their desired jobs in comparison to the
females who do not have tattoos on their body. In one of the comparisons the data through
various publications it is determined that tattoos on men’s body are considered more negatively
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when compared to the women who have tattoos. There are various hotels which are have
developed thinking and considered those individuals who have body modifications in their body
but these types of hotels are very less who are open minded. Often there are hotels and
restaurants that are in traditional in nature which does not allow body modifications on the body
of their employees and workers. These hotels and restaurants apply standards of grooming for
the employees and workforce. Because hotels think that employees who have body modifications
are not sincere towards their job.
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RESEARCH METHODOLOGY
Research Philosophy: There are three types of research philosophies which are:
pragmatism, interpretivism and positivism. It is significant aspect of investigation that assists
researcher to carry out in a systematic manner. By the help of these philosophies researcher gets
reliable and relevant information to get a right conclusion. Researcher chooses interpretivism
research philosophy because it helps in getting qualitative data according to the research topic.
By this investigator conveniently gather and analyse information in attaining objectives in an
effective manner (Dougherty, Slevc and Grand, 2019).
Research Approach: There are two kinds of research approaches are available: inductive
and deductive. In respect of achieving objective of current investigation, researcher undertakes
inductive approach because it clearly supports the goals and objectives and makes coordination
with philosophies of research. Another purpose of choosing inductive approach is that it has
basis of testing qualitative information. It also assists in doing research findings effectively
(Stevenson, 2019).
Research Choice: Research choice has two types generally called as quantitative and
qualitative. But for this research qualitative research choice is chosen because it deals with
qualitative data. It takes use of proper way and manner for investigating data or information.
Research is valuable when the collected data is accurate, reliable and valid. It means the
qualitative information is logical, impartial, away from mistakes and errors, with appropriate
right time and which supports the objectives of research. By the help of qualitative research
choice, researcher fulfils the objectives with more accurate and reliable outcomes (Aitman,
Dhillon and Geurts, 2016). With this method investigator gets the reliable information within the
allocated period of time. Another advantage of choosing qualitative research choice is great
presentation of gathered information in an attractive way. This is also helpful in gathering data
from larger sample size in a very short period of time.
Data Collection: Data collection has two types primary and secondary. As per the
requirement of present research, investigator takeS primary as well as secondary data collection
(Bilsborrow, 2016). In respect of primary data collection, investigator selects managers as
respondents for the interview from the restaurant and for secondary data investigator selects
publications books, magazines and journals.
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Time Horizon: Time horizon is defined as needed time frame for conducting investigation.
Generally, time horizons are of two kinds which are called cross-sectional and longitudinal. This
assists researcher in conducting and meeting the objectives in a less period of time. In this
research, investigator chooses cross-sectional time horizon because it is appropriate according to
the requirement of research. With this researcher makes goal to complete investigation in a
minimum period of time (Dorotić, Pukšec and Duić, 2019). It provides the framework to do
activities like gathering and analysing information in a particular period of time. It is identified
from the above explanation that activities are allocated in given time without any problems.
Sampling: Sampling has two types which are probability and non-probability sampling. For
achieving objectives of research, investigator selects non probability sampling because it does
not require any particular requirement (Singh and Singh, 2018). For this manager is selected
from Sketch restaurant as participant because they have direct link to the organisation. With this
different opinions and views of manager is understood and known.
Findings analysis and discussion
What is the impact of physical appearance on job interviews?
Physical appearance shows an impression of a candidate in front of Interviewer, they
create an opinion of a person by judging them by their dressing, way of talking, grooming and
Body Language. Physical Appearance creates an Impact on Job Interviews, the Applicants are
selected on the basis of various factors it could be personality, hygiene, and communication
skills. If the Candidate is not properly clean and healthy they may face rejection due to poor
hygiene. So, while going for an interview Applicant must go with good hygiene which includes
brushing, fingernails must be trimmed, taking proper shower, etc.
The person must be smell fresh and look decent while going for an Interview. Grooming is
another factor that could create an impact on Job interview (Torres and Gregory, 2018). The
personality of an Individual also matters; they should look presentable and professional in front
of Interviewer. The Candidates are selected on the basis of their personality and attractiveness.
For looking presentable and professional an individual must keep their make-up light and put
simple hairstyle so that interviewer may not get distracted and doesn't create a perception of
rejecting the person. The facial hair must be cleaned and trimmed for looking more attractive
while giving Job Interview. Tattoos and Piercing also creates an impact on the opinion of
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interviewer regarding the Candidate, it create a distraction in Interview round so better to cover
tattoos and remove facial piercing. Grooming of an individual creates a first impression in the
Mind of Interviewer. An applicant must work on their grooming while going for an Interview.
Dressing also affects the decision of an interviewer while hiring any person.
The Companies have dress code for interviewee who is invited for vacant job position. The
Candidate must follow dress code of an organisation as it is set of guidelines which are framed
by them. The Person should know the dress code of a Firm in which they are going for an
interview. If an Individual is well dressed according to the dress code of an Organisation they
might have chances of getting selected. An interviewer makes first impression by looking the
dress code of a person. The Applicants must try to avoid jewellery and other accessories to look
attractive and decent in front of Questioner. The one of the important part of Physical
Appearance is Body Language. It shows a lot about the mood and thought of a person while
giving interview. The Candidate actions must be in line with their message which they want to
communicate with Interviewer. They must be confident while giving interview to look attractive
a proper handshake must be done with Interviewer. An Individual must be relaxed and not feel
nervous in front of Interviewer. A Proper smile must be kept so that both of them must feel
relaxed and comfortable. So, the body language also creates an impact on Job Interviewers. The
Person must maintain proper Body Language to look attractive and presentable in front of
Interviewer. These are the factors which could affect the decision of an interviewer while
selecting an applicant. There is theory known as what is beautiful is good where people are
judged by their appearance.
Generally in an interview for the specific restaurant and hotel the managers keep their eye
on the physical appearance of the candidates who are coming to give an interview (Suen, Chen
and Lu, 2019). Interviewers believe that candidates who are good looking and have great
personality are more eligible to provide great services to customers and attract new leads. An
interviewer selects candidates according to the perspective of their guests and customers because
customers make judgement about the hotel and restaurant by looking at staff. If staff is good then
they make positive thoughts about the restaurant whereas the staff which is not that great or
attractive create negative thoughts in the mind of staff. Therefore, it has been understood from
the above information that physical appearance holds an important place in every type of
interview be it hospitality sector or any other sector. The only difference is that in hospitality
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industry it becomes necessary to have a great physical appearance because it assists in attracting
more number of tourists and guests towards restaurant and hotels because people have tendency
to be surrounded by people who are better looking. So, while taking interviews for hotels and
restaurants they make sure they select those candidates who have great knowledge as well as
great physical appearance. Physical appearance plays a major role in job interviews because it
shows how serious the candidate is for job as everyone knows that physical appearance gives
first impression and it makes people to form an opinion about the person just by looking person’s
appearance. Physical appearance should not be confused with the beautiful face but here physical
appearance refers to the how clean and organise the candidate is while going to give for an
interview. Physical appearance is always in the hand of a candidate during interview because it
depends on him how that particular candidate goes for an interview.
What is the impact of body modifications in the hospitality industry?
Body Modification means making changes in Physical appearance of Humans. It includes
socially acceptable decorations, different rites, modern primitive Movement, Plastic surgery, feet
binding and skull shaping. The Body modification is considered as an unprofessional in
Hospitality Industry. Most of the Hospitality Industry doesn't prefer candidate who have
piercing, tongue splitting, tattoos, scarification and other body modification. Tattoos and piercing
is one of the most common and demanding body modifications. Tattoos are permanent and it is
painful and expansive to remove. Piercing are temporary and it can be removed when someone
get tired (Shneikat and Alrawadieh, 2019).
Scarification is another body modification which includes, cutting, Injection scarification,
skin removal, Branding, Dremel scarification, etc. Tongue splitting is also a type of Body
modification which starts with Tongue piercing. These Body Modification looks unprofessional
while performing duties in Hospitality Industry. They prefer employees with decent personality
and look attractive without body modifications. A person without body modifications look
presentable and attract the customers towards their communication skills. Some of the Hotels and
restaurant doesn't accept the tattoos in hospitality profession and it also creates a wrong
impression in front of superiors. The person who carry tattoos and piercing considered as suspect
in any allegation of Hotels even they are innocent. The tattoos and piercing makes negative
image in Hotels. The employees may face discrimination due to tattoos and piercing, it makes
them incapable without performing any test. Seniors make mind set of employee who have
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tattoos and piercing that they could not give their best in Hotels and they don't have capability to
do work. It also shows a disrespect in workplace as body modification is considered as offence.
Persons who have piercing they may face decline in compensation as their senior think that
it is the subject of an objection for their growth. The Body modification looks like unprofessional
in Hospitality Industry as the employees have to serve the services to customers an interact with
them face to face, some tattoos are offensive and vulgar which could create an impact on the
customers culture and religion. In professional working environment the body modification
creates a decrease in reputation of Hotels. Hospitality Industry is known for providing service, so
employees must look presentable to interact with guests (Hayes, 2021). The Service Interaction
plays an important role in daily functioning and operations of Hospitality Industry. The
interaction between employees and customers shows the perception and quality of Hotel.
Generally customers create a perception while entering into Restaurant and Hotels related to
their services. The Body modification creates a distraction for other employees as people get
distracted the productivity of Hotels can also decreased. Thus, many hotels and restaurant prefers
employees with body modification they don't have any problem if any worker have tattoos or
piercing.
But these hotels are very few and run their business at very small level. As large level
Hotels and restaurant don't prefer employees with Body Modification because they are well
established in Market. Therefore, from various sources it has been determined that body
modifications are considered as negative specifically in hospitality industry because interviewer
thinks that if candidates who have piercings or tattoos then they are not considered as sincere. So
interviewer focuses on getting those candidates who do not modified their body by piercing or
tattoos. And interviewer also makes sure that they sign contract with the candidates that they do
not make any body modifications till they are doing job with hotel or restaurants. Generally these
body modifications have negative impact on hospitality industry but with the time hotels and
restaurants are considering tattoos and piercings normal as this is the personal choice of the
person to get or not. So, hospitality industry has started recruiting those employees who have
made tattoos, piercings, plastic surgery and many more.
What is the impact of physical appearance in the hospitality industry?
Physical Appearance plays a crucial role in Hospitality Industry as it is a service industry
which provides various service facilities to its customers. The employees directly interact with
18

guests for offering service they must be presentable with proper etiquettes and grooming.
Physical appearance reflects the nature and personality of an individual. In Hospitality Industry
polished presentation is a key for success; customers will evaluate the restaurant and Hotels
through physical appearance of employees. The Physical Appearance of Hotel and restaurant
also create an impact on Hospitality Industry, guest prefer facilitate services without
compromising their safety and Health. The Customers make their decision of purchasing room
by looking out the reviews and photographs of Hotels and restaurant. For Hospitality Industry it
is important to look attractive and presentable so that more and more customers get their rooms
and dining booked (Wiles and Crawford, 2017). They have to maintain proper cleanliness and
hygienic environment as if rooms look out of date and have dirty lobby the customers make a
perception about Hotel that may influence the decision of purchasing rooms.
The Hotel staff must provide training and grooming session to make their physical
appearance presentable that attract guests and increase its brand image. For effective Physical
appearance employees must be in proper uniform and must have habits of personal grooming so
that they can represent the Hotels in better manner and be the Face of it. The Physical appearance
may create an image of Hotels and restaurant or either breaks its impression. Hospitality Industry
make sure that their staff members must come with proper grooming which includes looking
clean and wearing formal attire. Physical appearance contributes in increasing the reputation of
Hospitality Industry it could be done by maintaining proper etiquettes while interacting with
guests. The Hotels and restaurant select their workers based on their etiquettes and skills.
If the employees may not have attractive physical appearance the Hospitality Industry
may face a decrease in customer base. For increasing the physical appearance of Hotels and
employees, they must focus on the services and quality of their products which are offered to
Guests. Physical appearance is important to impress customers in Social Situations and attracts
lot of people. A Proper Physical appearance shows level of professionalism in Hospitality
Industry. For creating a First Impression an employees must have professional appearance while
dealing or interacting with customers as they represents the Hotels. For Maintaining Physical
appearance staff members must wear formal dress code which is set by Hotels and restaurant. A
Warm smile and eye contact must be made with customers so that guests can comfortably
communicate and if they have any query could ask to any staff members. The Physical
appearance reflects the perception of a people about employees (Klatt, Eimler and Krämer,
19

2016). A Staff with well groomed looks attractive and confident as compare to person who is shy
while communicating with clients. So employees must try to maintain their physical appearance
to increase the value and image of Hotels and restaurant.
These are the factors which could create an impact of physical appearance in hospitality
industry. Hence, physical appearance in hospitality industry is very significant because
employees who have great personality are considered as more eligible and efficient in attracting
large number of guests, customers or tourists for hotels and restaurants. Physical appearance
always has meaningful impact on getting various opportunities and getting success. And it is also
identified that candidates who are attractive enjoy different perks and benefit because people
who have good personality are believed to have traits of positive personality like intelligence,
stability and altruism. And these people when get into hotels and restaurants they become asset
for these hotels and attract large of people and ultimately increase the productivity and
profitability level of organisation.
INTERVIEW
INTERVIEW
Q1. Do you know the meaning of physical appearance?
Q2. What are the factors which could create an impact of physical appearance in Hospitality
Industry?
Q3. Why Physical Appearance is important in Hospitality Industry?
Q4. Does Physical appearance is important for Success?
Q5. What are the impacts of physical appearance on job interviews?
Q6. Does Physical Appearance helps in gaining appropriate job?
Q7. Why physical appearance is important for job interview?
Q8. What are the components of Body Modification?
Q9. What are the disadvantages of Body Modification?
Q10. What are the types of body modifications?
Q11. What are the things which should be considered by candidates who are coming to give an
interview?
20

Q12. What are the factors which should be avoided by applicants who have applied job in
hospitality industry?
21

DATA ANALYSIS
For analysing gathered information thematic analysis is used as it assists in analysing
gathered information in a proper and systematic manner.
THEME 1: Meaning of physical appearance
Q1. Do you know the meaning of physical appearance?
Manager: Manager answered that yes because physical appearance holds an important place in
the hospitality industry. It is being believed that with the good physical appearance, reputation
of hotels and restaurants is increased. So, it is quite necessary to maintain good appearance of
hotel building as well as recruit those candidates who are good looking. Everyone working in
hotels and restaurants is guided about the importance of physical appearance in attracting large
number of customers.
THEME 2: Factors which could create an impact of physical appearance in Hospitality
Industry
Q2. What are the factors which could create an impact of physical appearance in Hospitality
Industry?
Manager: Manager answers that there are various factors that can create positive and negative
impact of physical appearance in the hospitality industry. Some of the factors that create
positive impact on physical appearance nicely and cleanly dressed, not wearing bright colours
for interviews, short hair for males, women wearing clothes which are not revealing and hair
nicely combed. Some of the factors that create negative factors are wearing bright colours, not
nicely dressed, no hair cut and many more. Candidates need to be aware about their appearance
and have a look at them before going for an interview if they are looking neat and clean or not.
THEME 3: Physical Appearance is important in Hospitality Industry
Q3. Why Physical Appearance is important in Hospitality Industry?
Manager: Manager has answered that physical appearance is important in the hospitality
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industry because it is quite effective in attracting large number of customers towards hotels and
restaurants. People have tendency to visit such restaurants and hotels which have employees
who are good looking because they are likely to be get served by employees who have nice
personality. Top level authority working in hospitality industry believes that candidates who are
good looking have more knowledge. They are highly qualified and talented people in
comparison to candidates who do not have nice personality and good physical appearance.
THEME 4: Physical appearance is important for Success
Q4. Does Physical appearance is important for success?
Manager: Manager believes that physical appearance is important for success because it is
being believed by everyone that if person is good looking then they have great knowledge and
are talented. So, people who look attractive and clean are more likely to attract large number of
customers for hotels and restaurants. These people are more efficient in building good
relationship with customers and bring customers again and again by offering great services. A
person gets success faster than the person who is not good looking because they attract people
by their knowledge as well as their better physical experience. Good looking people have more
confidence as compared to people who are less attractive.
THEME 5: Impacts of physical appearance on job interviews
Q5. What are the impacts of physical appearance on job interviews?
Manager: Manager said that there is negative as well as positive impact of physical appearance
on job interviews. In terms of negative impact candidates do not get selected in job interviews
just because they are not good looking even though they are talented and have great
qualification. So, it shows that candidates do not even get chance to reach at second round of
interview because they are being rejected due to unattractive physical appearance. There is
positive impact of physical appearance on job interviews because interviewer thinks that people
who are good looking are more qualified and talented. So, they get selected in job interviews
very easily.
23

THEME 6: Physical Appearance helps in gaining appropriate job
Q6. Does Physical Appearance helps in gaining appropriate job?
Manager: Manager says that physical appearance helps in gaining appropriate job because when
a person goes for an interview and stands in front of interviewer then within seconds
interviewer forms impression about the interviewee just by physical appearance. So, it becomes
essential for candidates to have good physical appearance so that interviewer forms positive
impression. Every organisation wants a candidate who is good looking and has great personality
because this type of persons is considered as more talented and qualified. Now it is clear that
physical appearance do assist in gaining appropriate job.
THEME 7: Physical appearance is important for job interview
Q7. Why physical appearance is important for job interview?
Manager: Manager answered that physical appearance is very important for job interview as
physical appearance assists candidate in showing professionalism which is needed in the
hospitality industry job and guests also like to visit those hotels and restaurants where
employees look more professional. The manager also said that physical appearance helps in
creating impression that is positive which means it assists in selecting candidate for that
particular job as managers who are taking interview feel that the candidate who look more
professional creates positive impression. Manager also believes that physical appearance assists
in looking attractive in the job interview which catches the attention of employers who are
taking interview.
THEME 8: The components of Body Modification
Q8. What are the components of Body Modification?
Manager: Manager believed that there are various components of body modifications which are
not considered by employers during taking interviews of different candidates as they feel they
show non-professionalism. Manager said that body adornment, body alteration and body
painting they are the components of body modification which are not at all considered in the job
24

of hotels, restaurant and eco lodges. These are the modifications which bring changes in natural
looks of employees which are considered as bad for the profession. This is the kind of
profession which has great influence on physical appearance because it directly impacts the
mind of guests.
THEME 9: Disadvantages of Body Modification
Q9. What are the disadvantages of Body Modification?
Manager: Manager of Sketch believes that there are many disadvantages of body modification
in the sector of hospitality industry because it creates negative impressions in the mind of
employer about the candidate who has come to give interview. Manager believes that body
modification creates wrong image, shows disrespect, decline in compensation and job loss as
they believe that these body modifications bring casualty in the behaviour of employee.
Whenever employees get these modifications, employers do not consider these employees while
recruitment as they create negative impressions by looking at these modifications
THEME 10: Types of body modifications
Q10. What are the types of body modifications?
Manager: Manager of Sketch answered that there are different kinds of body modifications like
tattoos, piercing, skull shaping and plastic surgery. These are the modifications which are
artificial changes in the body of the person which create negative impression in the mind of
employers. These are the changes one get in their body and create negative impression in the
mind of guests. These are the modifications which are not accepted by the guests as they feel
whoever done this they are not considered as sincere. These are the changes which are not
accepted by the earlier generation.
THEME 11: Things which should be considered by candidates who are coming to give an
interview
Q11. What are the things which should be considered by candidates who are coming to give an
interview?
25

Manager: Manager of the selected restaurant that is Sketch answered that candidates who are
applying for the job in hospitality industry should come in interview by taking a proper shower
and following great hygiene practices in every manner. Hair, nails, teeth and clothes should be
very clean so that the person who is taking interview feels that the particular candidate is giving
priority to the physical appearance even with the small details. So it creates positive thinking in
the mind of interviewer that if person gets selected for the particular job then they would
perform job very responsibly.
THEME 12: Factors which should be avoided by applicants who have applied job in
hospitality industry
Q12. What are the factors which should be avoided by applicants who have applied job in
hospitality industry?
Manager: Manager of Sketch said that there are different things which should be avoided by
applicants like flashy and heavy jewellery; eye shadow applied by women should not be very
sparkly, earrings that are very big and dangly should not be worn by women, clothes which are
very colourful, socks that have funny pattern. Applicants should avoid accessories that are over
the top during the time of interview. Employees should avoid wearing bright colours at the time
of interview. They should not wear clothes and accessories that are not comfortable for them
and if at any point they feel awkward in wearing that particular dress then it should not be worn.
And employees should focus on these tips and attempt interview with full confidence and also
work on body language and expressions.
26

CONCLUSION
From the above given mentioned data it has been concluded that physical appearance
holds a lot of importance in the hospitality industry. The candidate who is going to give
interview in hotels and restaurants should give great first impression because first impression
which candidate gives to employers is very significant. When employer has impression of
candidates then it is difficult to change this impression. Physical appearance is termed as one of
the factors that employer creates impression about the employee. When candidate goes for an
interview to get job in restaurants and hotels they have very short period of time to tell
interviewer that what all qualities they have. The easiest manner to create a big effect in a very
less period of time is to make sure that appearance of candidates is appealing and professional.
But it is also said that physical appearance is not the right manner to judge the character of any
person. It is understood that it is the nature of human to form view about persons by their look
and appearance. There are many things and factors which assist in looking professional such as
language of the body, hygiene, grooming and many more. There are different studies which have
proven that appearance of an applicant is vital type of a first impression. It is also believed that
providing great and positive impression, the candidate is considered to be get in position at
higher percentages. At the same time, if candidate creates negative impression then the chance of
losing job increases. But there are many principles which are considered by in the hospitality
industry regarding the job. Employers and managers believe that candidates work more
productively whenever they are dressed nicely and cleanly. It is also said to candidates that
whenever they are going for interview they should be dressed two or three steps more than the
position they are applying for. Earlier these theories were not given this much importance and
even ignored as recruitment was done on the basis of great skills, work experience, high
education or their combination. But with the changing time and competitive market has created
importance of physical appearance of employees hotels and restaurants are recruiting. It could be
summarised from the interview of manager that physical appearance creates positive impact on
the job interview of candidate because at the initial point only managers make up their mind
regarding impression of candidates. Candidate never gets another chance to impress employer so
it is said to candidates that they should try to make long lasting impression at the starting point
only. There are various rules and regulations which are given by managers to new joining so that
they could look more professional while performing their duty and attract more customers
27

towards the restaurant and hotel. Employees are the people who make the direct link to guests
and it could be only linked while they are dressed up great. Dressed up employees impress guests
so employers also focus towards selecting only those candidates who are more impressive by
looking.
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RECOMMENDATIONS
From the above mentioned importance of physical appearance in the job interview to get
job in restaurants the manager should focus on making employees feel comfortable during the
interview because putting negative comments on person's appearance would negatively impact
the person's confidence. These are the steps which assist managers to deal with the employees
regarding their appearance. Managers should concentrate on changing behaviour of employees
so that they always ready to improve.
 Providing advice to candidates: Sketch managers should focus on advising candidates
that they can wear whatever in which they feel comfortable and good because it assists in
feeling good about them and create great confidence. Managers should recommend
employees that they should select styles and colours which showcase their personality
and avoid wearing clothes that are very flashy. Women should be advised that they
should avoid wearing low cut clothes. Men should also avoid wearing short pants and
clothes which do not fit rightly. There are clothes which are only worn at parties should
be avoided because they are unacceptable.
 Reviewing the look: Managers of Sketch should guide candidates that they should
always take a look in the mirror before going to give an interview in hotel or restaurants
because it is necessary to have great appearance while giving interview because
interviewer selects those employees who have great looks and these candidates are
believed to enhance the greater relationship.
 Arranging training sessions: Managers of Sketch should arrange and organise training
sessions for the candidates after selecting in interview. These training should give
practical knowledge to all the selected employees how to wear dresses, what type of
dresses should be worn, how make up should be done by female staff and many more.
 Organising activities: Managers from Sketch must focus on arranging sessions where
employees are given physical training on daily basis. Some exercises include cardio,
weights, stretch and core. These are the exercises which assist employees to be active
while performing their job and remain energetic in front of guests and tourists.
 Become trendier: Managers should engage themselves in researching about the changes
happening in the marketing related to the appearance. Because it becomes necessary to
29

change according to the trends changing with the time. Employees should be encouraged
to adopt new styles in every manner be it clothes, hairstyle or make up.
 Smile more: Managers at Sketch should guide and tell importance of smile to employees
because it creates positive impact on others be it other guests or other employees. Smile
has the capability to impress other people and it also decreases the chance of formation of
wrinkles. Employees must have oral hygiene that is great so they should guide employees
to regularly visit dentists so that can have great breath, healthy mouth and cleaned teeth.
Smiling becomes easier for the employees because they feel confident about their teeth
and breathe.
 Giving feedback: Mangers should make a system through which they provide feedbacks
regarding their appearance in the day to day operations. By this employees get to know
where they are lacking and they can make improvement in their appearance according to
the feedbacks received by their employer and manager. These feedback assist employees
to be appear as per the requirements of restaurant.
30

LIMITATIONS OF THE RESEARCH
It is identified that researcher faces many problems while conducting research in a proper
manner. The limitations are determined because of many issues in methodology and research
design and these factors affect negatively the findings of research. So it becomes necessary to
discuss all the limitations faced by researcher in the research paper so that readers could identify
the efforts researcher has put in the research to take out the valuable information. These are the
limitations which create barrier in achieving objectives within time. So researcher should focus
on mitigating these barriers for successful achievement of research objectives and questions.
Some of the limitations faced and overcome by researcher are explained below in detail:
Formulating aims and objectives of research: This is the first step in starting the
research where investigator has to form aim and objectives of the research, this is considered as
base on which researcher collects information. At the initial stages researcher has aim and
objectives which are very broad and then researcher has narrowed down the aim and objectives.
Lack of time: Like every student in the class room has limited time to complete the exam
papers, like this only researcher has very limited period of time to submit the manuscript of
research to a journal as they have to give before the mentioned deadline. While conducting the
research researcher has to investigate very deeply about the concept which has consumed a lot of
time. So it is necessary for researcher to balance the time at initial stages so that every task and
activity completes in a proper manner and in a given period of time.
Limited access of information: In this research researcher has to survey a particular
restaurant and its manager, so researcher has faced the issue of accessing data from the selected
respondent as it is believed by business that sharing information with another people can give
competitors competitive advantage. So researcher has to convince the manager of the restaurant
so that they share relevant and accurate data so that they could attain the pre-defined objectives
of research.
Lack of prior research studies: The issue faced by investigator is limited study on the
topic and for conducting this researcher the topic is physical appearance where researcher has
find out that there are very less information according to the topic. Previous studies assist in
providing foundation for the current objectives and questions of the research. And during this
research, investigator had very less data which has taken a lot of time of researcher. So through
this researcher fills the gap between existing and new information by doing extensive research.
31

Lack of funds: Funds are the most important resource which is needed by researcher
because investigator has to deal with many factors and for that researcher needs funds.
Researcher has faced problem in dividing funds into different activities of the research. So it is
advised to researcher to divide funds for various activities in initial stages only then it becomes
easy for researcher to make balance between activities and funds.
32

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