Social workers have highly developed observation skills, as well as control of their own impulses during the communication process. Educational programmes for social workers, almost everywhere in the world, offer numerous topics (within different courses) associated with the appearance of clients, so differences between how the two groups react to people were and should have been expected. That is exactly our point. Hotel staff, and particularly hotel front staff, also needs to learn and develop the ability to control their reactions to the physical appearance of hotel guests.