Rule: Do not blame other people.
Always say: “I will fix this for you.”
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1) Why it is important
- Guests feel safe when staff take responsibility.
- It shows respect and care.
- It builds trust between guest and hotel.
- Guests expect staff to be responsible in a 5-star hotel.
2) What to say (good words)
- “I am sorry. I will fix this for you.”
- “Thank you for telling me. I will fix this for you.”
- “I understand. I will fix this for you.”
3) What not to say (bad words)
- “It is not my job.”
- “Another department made a mistake.”
- “I don’t know.”
4) How to speak
- Use a calm voice.
- Look at the guest.
- Speak clearly.
- Always say: “I will fix this for you.”
5) Short role-play examples
Example 1
Guest: “My room is noisy.”
Staff: “I am sorry. I will fix this for you.”
Example 2
Guest: “My bill is wrong.”
Staff: “Thank you for telling me. I will fix this for you.”
Example 3
Guest: “My room is not clean.”
Staff: “I understand. I will fix this for you.”
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Take Responsibility
In a 5-star hotel, it is very important to take responsibility. When a guest has a problem, the staff must not blame other people. Guests do not want to hear excuses. They want to hear that the hotel will take care of them.
Taking responsibility means using the right words. The best words are: “I will fix this for you.” These words are short, simple, and strong. They show the guest that the staff member cares. They also show that the staff member will take action.
When a guest is upset, the wrong words can make the problem worse. For example, saying “It is not my job” or “Housekeeping made a mistake” is not good. These words blame other people. The guest will feel angry or disappointed.
The correct way is always to accept the problem. The staff should look at the guest, stay calm, and speak clearly. A smile and polite tone also help. Then, the staff should say: “I am sorry. I will fix this for you.”
This small sentence builds trust. The guest feels safe and respected. Taking responsibility is the heart of excellent service.
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Vocabulary:
- To take responsibility – to say a problem is your job and you will do something.
- To blame other people – to say the problem is someone else’s fault.
- To hear an excuse – to listen to a reason why someone says they cannot do something.
- To take care of a guest – to help a guest and make them feel good.
- To take action – to do something to solve a problem.
- To be upset – to feel unhappy or angry.
- To make a problem worse – to make a problem bigger or more difficult.
- To feel angry – to have strong bad feelings.
- To be disappointed – to feel sad because something is not good or not what you wanted.
- To accept the problem – to say “yes, this is a problem” and not blame others.
- To stay calm – to not get angry or nervous.
- To speak clearly – to talk so other people can understand you.
- A polite tone – a nice, friendly way to speak to people.
- To build trust – to make someone believe you are honest and reliable.
- To feel safe – to feel no danger and feel protected.
- To feel respected – to feel that people are nice and care about you.
- To be the heart of excellent service – to be the most important part of very good help to guests.
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Cheat sheet 1:
| Topic | Meaning / Explanation | Example Phrase |
|---|---|---|
| Take responsibility | Say the problem is your job and you will help | “I will fix this for you.” |
| Do not blame others | Don’t say it is someone else’s fault | ❌ “Housekeeping made a mistake.” ✅ “I will fix this for you.” |
| Apologize | Say sorry to the guest | “I am sorry for this problem.” |
| Listen carefully | Pay attention to what the guest says | “I understand.” |
| Speak clearly | Talk so the guest understands | “I will fix this for you.” |
| Stay calm | Do not get angry or nervous | Smile and speak slowly. |
| Polite tone | Speak in a nice and friendly way | “Thank you for telling me.” |
| Accept the problem | Admit there is a problem | “I understand this is a problem.” |
| Build trust | Make the guest feel you are honest and reliable | “I will take care of this for you.” |
| Feel safe | Make the guest feel no danger | Calm voice + confident words |
| Feel respected | Make the guest feel important | Listen, speak nicely, and apologize |
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Cheat sheet 2 – key points:
| Step / Principle | What to Do | Example Phrase |
|---|---|---|
| 1. Listen to the guest | Pay full attention. Don’t interrupt. | “I understand.” |
| 2. Apologize | Say sorry politely. | “I am sorry for this problem.” |
| 3. Take responsibility | Accept the problem as your duty. Do not blame others. | “I will fix this for you.” |
| 4. Stay calm | Speak slowly and clearly. Keep a friendly tone. | Smile, calm voice. |
| 5. Use polite language | Be respectful and professional. | “Thank you for telling me.” |
| 6. Repeat the problem | Show the guest you understand. | “I understand your room is noisy.” |
| 7. Promise action | Give clear words that you will handle the problem. | “I will fix this for you.” |
| 8. Follow-up | Check back to make sure the guest is satisfied (if possible). | “Is everything okay now?” |
Key Points to Remember
- Never blame other people.
- Speak politely and calmly.
- Show the guest you care.
- Always use: “I will fix this for you.”
- Taking responsibility builds trust and respect.
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Flowchart:
Guest has a problem or complaint
|
v
Staff listens carefully
|
v
Staff apologizes politely
|
v
Staff takes responsibility (do not blame others)
|
v
Staff says: "I will fix this for you."
|
v
Staff stays calm and uses polite tone
|
v
Staff repeats or confirms the problem to show understanding
|
v
Staff follows up/checks
|
v
Guest feels safe, respected, and satisfied
Tips for staff
- Always stay calm and speak clearly.
- Never blame other staff or departments.
- Use polite language at all times.
- Saying “I will fix this for you” is the most important step.
- Follow-up if possible to make sure the guest is happy.
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