The Cardinal Rule
You should NEVER be more noticeable than the principal. Be impeccable, professional, and entirely invisible in your presence.
Grooming Standards
- Hair: Clean, neatly trimmed, and professionally arranged at all times during service hours
- Fingernails: Clean, properly trimmed. No nail polish for operational staff.
- Breath: Fresh at absolutely all times — use breath mints discreetly if required
- Body: Freshly bathed every single day. Deodorant worn always.
- Perfume/Cologne: Absent or extremely subtle — your personal scent must never be noticeable to others in the room
- Tattoos/Piercings: No visible tattoos and no non-standard piercings during all service hours
Uniform Standards
- Freshly ironed, completely stain-free, and properly fitted at all times
- Shoes polished to a mirror shine before every single shift
- No jewellery beyond one simple wristwatch and one wedding ring
- Change immediately without hesitation if soiled during service
Posture & Body Language
- Stand straight, shoulders back — never slouch under any circumstances
- Hands at sides or clasped neatly behind back when standing at rest
- Walk with smooth, even, measured steps — never run unless genuine emergency
- Never lean on walls, furniture, doorframes, or countertops while on duty
- Stand immediately when a principal or guest enters the room
Zambian Cultural Etiquette
- Wait for woman to extend hand first. Firm but not crushing handshake.
- Accept and give ALL gifts and items with BOTH hands and a respectful slight nod.
- Traditional nshima is eaten with the RIGHT hand. Always wait for the eldest to begin.
- When introducing: present the junior person to the senior person — never the reverse.
- Always hold doors open for all principals and guests.
Key Rule: Invisible excellence — perfectly presented, completely professional, never drawing attention from the principal.
