– for exceptional guest service
1. Greetings & Introductions
Key Phrases:
- Good morning/afternoon/evening.
- Welcome to [Hotel/City Name].
- How can I help you today?
- May I have your name, please?
- It’s a pleasure to meet you.
Dialogue Examples:
Example 1:
Staff: Good morning! Welcome to Sunshine Hotel. How can I help you?
Guest: Hello! I have a reservation under the name Garcia.
Staff: Thank you, Mr. Garcia. May I see your passport, please?
Example 2:
Staff: Good evening! Are you checking in today?
Guest: Yes, I am.
Staff: Perfect! Welcome to our hotel. My name is Anna.
Practice Exercises:
- Role-play meeting a guest for the first time. Switch roles.
- Write three alternative ways to welcome a guest politely.
2. Checking In & Out
Key Phrases:
- Do you have a reservation?
- Can I see your ID/passport?
- Your room number is…
- Here is your key card.
- Check-out time is at [time].
- Would you like help with your luggage?
Dialogue Examples:
Example 1:
Staff: Good afternoon, Mr. Lee. Do you have a reservation?
Guest: Yes, under Lee.
Staff: Perfect. Your room is 305. Here is your key card.
Guest: Thank you.
Example 2 (Problem):
Guest: I think my reservation is missing.
Staff: I’m sorry for the inconvenience. Let me check again. Yes, we have it. You are in room 210.
Example 3 (Checking Out):
Staff: Good morning, Ms. Brown. Are you checking out today?
Guest: Yes, I am.
Staff: Great. Did you enjoy your stay?
Guest: Yes, very much! Thank you.
Practice Exercises:
- Role-play a guest arriving without a reservation.
- Role-play checking out and asking about taxi services.
3. Room Service & Facilities
Key Phrases:
- Would you like extra towels/pillows?
- The Wi-Fi password is…
- The pool/gym is open from [time] to [time].
- Can I help you with anything else?
- Your room has [amenity].
Dialogue Examples:
Example 1:
Staff: Good afternoon, Ms. Brown. Would you like extra towels?
Guest: Yes, please.
Staff: Here you are. Can I help you with anything else?
Example 2:
Guest: Excuse me, I cannot connect to the Wi-Fi.
Staff: I’m sorry for the inconvenience. The password is ‘Sunny123’.
Example 3:
Guest: Is the gym open now?
Staff: Yes, it is open from 6 AM to 10 PM.
Practice Exercises:
- Role-play a guest asking about different facilities: pool, gym, spa, laundry.
- Make a list of 5 items guests often request and practice dialogues.
4. Providing Directions
Key Phrases:
- The [place] is straight ahead.
- Turn left/right at the traffic lights.
- It is about 10–15 minutes by taxi.
- Do you want a map?
- The nearest [bank/store/restaurant] is…
Dialogue Examples:
Example 1:
Guest: Excuse me, how can I get to the museum?
Staff: Go straight for two blocks, then turn left. It is about 10 minutes from here.
Example 2:
Guest: Where is the nearest pharmacy?
Staff: Turn right at the traffic lights. It’s next to the bank.
Example 3:
Guest: Is it far to the train station?
Staff: No, it’s about 15 minutes by taxi.
Practice Exercises:
- Draw a small map and practice giving directions.
- Role-play a guest asking directions to 3 different places.
5. Handling Complaints
Key Phrases:
- I’m sorry for the inconvenience.
- We will fix this immediately.
- Thank you for your patience.
- Can I offer you a solution?
- Let me check that for you.
Dialogue Examples:
Example 1:
Guest: My air conditioner is not working.
Staff: I’m sorry for the inconvenience. We will send maintenance immediately.
Guest: Thank you.
Example 2:
Guest: The room is too noisy.
Staff: I’m very sorry. We can move you to another room if you like.
Example 3:
Guest: My breakfast was cold.
Staff: I’m sorry about that. Can I offer you another breakfast free of charge?
Practice Exercises:
- Role-play a guest complaint about a dirty room.
- Practice polite apologies and offering solutions.
6. Booking Tours & Activities
Key Phrases:
- Do you want to join the city tour?
- The tour starts at [time] and lasts [duration].
- Tickets cost [amount] per person.
- You need to bring your ID.
- Can I reserve a ticket for you?
Dialogue Examples:
Example 1:
Staff: Good morning, would you like to join our city tour today?
Guest: Yes, please. What time does it start?
Staff: It starts at 9 AM. Tickets are $10 per person.
Example 2:
Guest: Can I book a boat trip for tomorrow?
Staff: Of course! It starts at 8 AM and lasts 3 hours.
Example 3:
Guest: How much is the temple visit tour?
Staff: It costs $15 per person. Would you like me to reserve tickets for you?
Practice Exercises:
- Role-play a guest asking about tours, including prices and times.
- Make a list of 5 common questions guests ask about tours.
7. Useful Polite Expressions
| Polite Phrase | Use |
|---|---|
| Excuse me | To get attention |
| Could you please…? | Polite request |
| I’m sorry | To apologize |
| Thank you for your patience | Handling a problem |
| Is there anything else I can help you with? | Ending a conversation politely |
| Enjoy your stay | Saying goodbye politely |
Practice Exercises:
- Write a dialogue using at least 5 polite expressions.
- Practice greeting guests with “Good morning” + “Welcome to [Hotel]”.
✅ Tips for Exceptional Guest Service
- Smile and maintain eye contact.
- Speak slowly and clearly.
- Listen carefully to the guest’s needs.
- Use polite expressions and repeat important information.
- Always offer solutions, not just apologies.
- Learn 10–20 common English phrases for your hotel daily.
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