Properly Ask Permission from a Hotel Guest Using Proper Hospitality English
Edited by Hotelier, Catch21chuck, Eng
Hello and thank you for watching VisiHow. Today, we will be discussing Hospitality English for asking permission.
- 3Some scenarios that we can use with "May I..." are "May I place you on a brief hold?" Let's say we are on the phone with the guest and perhaps another call is coming in, the boss is asking a question, or someone has appeared in the front to check in. By asking "May I place you on a brief hold?" this will let us know if the guest will allow us to stop the call temporarily and then pick it back up again as soon as possible.
- 4Next, "May I send our engineer to your room? This is in case the guest has a problem. Maybe they have an issue with their internet access, water, air conditioning or heating, or anything that's a common maintenance issue that can occur in a hotel. We can ask, "May I send our engineer to your room to have them look at it and see if we can get it resolved?"
- 5Next, "May I assist you with your bags? If a guest has gone out shopping and they are carrying about ten bags out the door and are having trouble, ask them if they would like to be assisted. "May I assist you with your bags?" Maybe someone is struggling with their luggage. Don't grab it from them out of their hands. Instead, ask them if they would like your help.
- 6If they've said yes to some of these questions, such as "May I send our engineer to your room?" You can say either "At what time" or "What time". "What time can we send him to help you?" "What time can we send someone to your room?" "Are you available now?" Or, "If you're busy now, perhaps a little later on the day what time will you be available for somebody to enter your room?"
- 7Next, we have "At what time will you be ready to change your room?" Perhaps an arrangement has already been made with the guest that they will stay a couple of nights in a standard room, and then they will upgrade to a junior suite. We need to find out before check out time what time the guest is going to be ready so we can prepare the junior suite and move the guest and get the standard room cleaned. Or perhaps there was an unresolvable issue in the guest's room. Maybe the air conditioning is not functioning, and it's very hot outside and will have to relocate the guest because the issue wasn't fixed immediately. In this case, the guest needs to be asked to be moved to a room in order to get them to a room that has a better air-conditioning system that's going to make them more comfortable. The phrase "What time will you be ready to change your room?" is most appropriate.
- 9After these questions have been asked, always wait for the guest's answer especially in the case of "May I place you on a brief hold?" Do not ask a question and immediately hit the Hold button because, in some instances, the guest may tell you "No" in which case the call must be handled. In cases of face to face communication, anyone must be handled differently.
- 10This concludes today's tutorial on Hospitality English for asking permission. If there are any questions, comments, or suggestions, please leave them in the space below.
Video: Properly Ask Permission from a Hotel Guest Using Proper Hospitality English
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Categories : Hospitality Industry
Recent edits by: Catch21chuck, Hotelier