Use Proper Hotel or Hospitality English

Edited by Hotelier, Crystal, Eng, Anonymous

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Providing Positive Responses to Guests

Hello and thank you for watching VisiHow. This tutorial is on hospitality English, providing a positive response to guest requests. If you are a hotel operator or working in the front office such as a receptionist, you may be asked many different questions throughout the day. We'll talk about some of the formats for which we may receive a question as well as some phrases to use to positively respond to those requests.

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Steps

  1. 1
    Some of the forms that a question may take include - "May I", "Could I", "Is it possible to", "Can I", "I would like", "Can someone send me", "I need", and "I want".
    Some of these are more formal, such as "May I", "Could I", "Is it possible to". Some of them are more informal, such as "Can I" and "I want". These are a number of ways in which someone may approach us and ask for something, such as "Can someone send me a bar of soap?", "May I have two extra towels?". These are some kinds of questions that we may receive. We can also receive a request in the form of a complaint, such as "My internet is not working, can somebody help me?"
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  2. 2
    If we can positively respond to a guests request, some of the phrases that we may use are - "Yes, of course", "Certainly", "Right away", "Our (blank) will send it to your room shortly".
    We can place the title of a person, such as "Our housekeeper will send it to your room shortly". One of the standards for delivering something to a guest room is that within 7 minutes, there needs to be someone knocking on the guest room door in order to help them. If someone requests a bar of soap to their room, they should have that bar of soap within 7 minutes, generally speaking. It may be slightly longer depending on the type of property, for example, if we have a large resort. Typically, for a city hotel, the standard is 7 minutes. If we do need to specify a certain amount of time in order to manage the guests expectations, we can specify "Of course sir, our housekeeper will send it to your room. You should have it within 7 minutes."
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  3. 3
    This concludes the tutorial on hospitality English for positively responding to guests requests.
    If you have any comments, questions or suggestions, please leave them in the space below.
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Video: Use Proper Hotel or Hospitality English Providing Positive Responses to Guests

Providing Uncertain or Negative Responses to Guests

Hello and thank you for watching VisiHow. This tutorial is on hospitality English, for providing a negative or uncertain response to guest requests. There may be several situations in which we find ourselves having to tell a guest that something is not going to happen. Once of the general rules for hospitality is 'never say no', but if a guest asks us for something that is unethical, illegal or impossible, we need to know how we can respond to that in a way that is still respectful and professional.

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Steps

  1. 1
    Some of the forms that a question may take range from the more formal to the more casual and informal.
    Those include: "Is it possible to", "Can I", "I would like", "Can someone send me", "I need", and "I want". This can range across all of the departments, so "May I stay one more night in this hotel?", "Could I have friends come and stay with me?", "Is it possible to go to the museum by the metro?", "Can I use one of your meeting rooms?", "I would like extra towels to my room", "I need someone to help me with the heating and air conditioning system because it's not working", or even, "I want more sugar for my tea". These are some of the possible requests that we may be hearing.
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  2. 2
    If, for some reason we don't know the answer, we may say to the guest "Let me ask my manager.
    I will call you back within (a time period)." If we don't know the answer to a question, usually we know somebody that will know the answer to the question, so we need to contact them. We should tell the guest "I'm sorry, I don't know the answer to that. Let me ask my manager and I'll call you back within 10-15 minutes". Try to under promise and over deliver, especially with the time. Once we set the expectation, we need to be able to deliver that expectation in order to keep the guest satisfied. We don't want to keep them waiting thinking "The receptionist told me they would call me back in 5 minutes and now it's been 20 minutes and I haven't heard from anybody. Is anything being done?"
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  3. 3
    If we do have to decline, one thing that we can do is to begin the sentence by saying "Unfortunately" or "I'm sorry, but..."
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  4. 4
    If we are declining a request, one rule to remember is to always try to provide an alternative if it's possible.
    Maybe exactly what the guest wants isn't available, but we can find another solution.
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  5. 5
    This concludes the tutorial on hospitality English for providing a negative or uncertain response to a guest request.
    If you have any comments, questions or suggestions, please leave them in the space below.
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Video: Use Proper Hotel or Hospitality English Providing Uncertain or Negative Responses to Guests

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Article Info

Categories : Hospitality Industry

Recent edits by: Eng, Crystal, Hotelier

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