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3. Say Sorry
Saying sorry is very important.
Guests want to hear that you care.
Even if the problem is not your fault, always say sorry.
- A sorry makes the guest feel respected.
- A sorry shows the guest that you are listening.
- A sorry helps the guest feel calm.
How to say sorry:
- Look at the guest.
- Use a kind voice.
- Say it clearly.
Examples:
- “I’m very sorry for the problem.”
- “I’m sorry you had to wait.”
- “I’m sorry your rest was disturbed.”
Do not say:
- “It’s not my fault.”
- “You must talk to someone else.”
Remember:
You are not saying you made the mistake.
You are saying: “I care about your problem.”
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Summary:
Saying sorry is one of the most important parts of good service. When a guest has a problem, they want to feel that the staff understand them. A simple sorry can make a big difference. Even if the problem is not your fault, you should always say sorry. This shows the guest that you care about their feelings.
When you say sorry, you help the guest feel calm. They see that you are on their side. It is not about blaming anyone. It is about showing respect. Guests may forget the problem later, but they will remember if the staff spoke kindly and politely.
How should you say sorry? First, look at the guest and listen carefully. Then, use a soft and kind voice. Keep the words short and clear. Good examples are: “I’m very sorry for the problem,” or “I’m sorry your rest was disturbed.” These words are simple, but they show empathy.
You should not say: “It’s not my fault,” or “Talk to someone else.” These answers make the guest feel worse. Remember: saying sorry does not mean you made the mistake. It means you care. A true and kind sorry is the first step to making the guest happy again.
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Vocabulary:
to say sorry – to tell someone “sorry” when there is a problem.
to understand – to know what something means.
a big difference – when two things are not the same.
a fault – something wrong; a mistake.
to care about feelings – to think about how someone feels.
to feel calm – to be quiet inside, not angry, not afraid.
to blame somebody – to say it is another person’s fault.
to show respect – to be polite and nice to someone.
to remember – to keep something in your mind.
to speak kindly – to talk in a nice and friendly way.
politely – to speak in a good and respectful way.
to listen carefully – to pay close attention when someone talks.
a soft voice – a quiet, gentle voice.
to be kind – to be good and helpful to people.
to keep words short – to use only a few, simple words.
to disturb someone’s rest – to stop someone from sleeping or relaxing.
to show empathy – to say “I understand how you feel.”
to feel worse – to feel more bad than before.
to make a mistake – to do something wrong, not correct.
to care for somebody – to look after someone, to help them.
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Cheat sheet 1:
| Phrase / Word | Easy Meaning (A1) | Example |
|---|---|---|
| to say sorry | to tell someone “sorry” | “I’m sorry for the problem.” |
| to understand | to know what something means | “I understand your problem.” |
| a big difference | when two things are not the same | “A sorry can make a big difference.” |
| a fault | something wrong; a mistake | “It was my fault.” |
| to care about feelings | to think about how someone feels | “We care about your feelings.” |
| to feel calm | to be quiet, not angry | “The guest feels calm now.” |
| to blame somebody | to say it is another person’s fault | “Do not blame others.” |
| to show respect | to be polite and nice | “Always show respect to guests.” |
| to remember | to keep something in your mind | “Guests remember good service.” |
| to speak kindly | to talk in a nice way | “Speak kindly to upset guests.” |
| politely | in a good, respectful way | “Greet guests politely.” |
| to listen carefully | to pay close attention | “Listen carefully to the guest.” |
| a soft voice | a quiet, gentle voice | “Say sorry in a soft voice.” |
| to be kind | to be good and helpful | “Be kind to all guests.” |
| to keep words short | to use only a few words | “Keep words short and simple.” |
| to disturb someone’s rest | to stop someone from sleeping | “Noise disturbed my rest.” |
| to show empathy | to say “I understand how you feel” | “I understand your feelings.” |
| to feel worse | to feel more bad than before | “That answer made the guest feel worse.” |
| to make a mistake | to do something wrong | “I made a mistake with the bill.” |
| to care for somebody | to look after or help someone | “We care for our guests.” |
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Cheat sheet 2:
| Step | What to Do | Useful Sentences |
|---|---|---|
| 1. Listen Carefully | Look at the guest, nod, do not interrupt. | “I understand.” / “Please tell me more.” |
| 2. Show Care (Empathy) | Say you understand their feelings. | “I understand how you feel.” |
| 3. Say Sorry | Always say sorry, even if not your fault. | “I’m very sorry for this problem.” |
| 4. Take Responsibility | Do not blame others. Promise to help. | “I will take care of this for you.” |
| 5. Give a Solution | Offer something extra (upgrade, gift, late check-out) | “May I offer you [solution]?” |
| 6. Follow Up | Check later if the guest is happy. | “Is everything okay now?” |
Practice Situations
| Problem | Action | Solution Example |
|---|---|---|
| Room not ready | Say sorry, check with housekeeping. | Free drink + upgrade, call later |
| Noise in room | Say sorry, call security or move guest. | Fruit basket + apology card |
| Wrong bill | Say sorry, fix bill immediately. | Free airport transfer (VIP guest) |
Who Can Offer What
| Staff | What They Can Offer |
|---|---|
| Front Desk / Concierge | Free drink, fruit, late check-out |
| Supervisors | Room upgrade, free service |
| Managers | Big problems, VIP solutions |