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Standard Polite Phrases for Guest Contact
1) Magic Words :
Explain use of “Thank you ,Sir/Madam,”I am sorry , Mr Anderson,...
6) Asking the Guest whether he needs any assistance:
May I assist you Mr / Mrs ----------------
May I help you Mr/Mrs ----...
10) When you are not able to provide the service :
I am sorry Mr/Mrs --------this is not available . May I get you -------...
16) Never use Hotel Jargons :
Do not use words such as HRS, covers, pax, ST, etc.
17) To break away from a conversation wi...
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Standard polite phrases for guest contact

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Standard polite phrases for guest contact

  1. 1. Standard Polite Phrases for Guest Contact 1) Magic Words : Explain use of “Thank you ,Sir/Madam,”I am sorry , Mr Anderson,”Excuse me Sir /Madam ,”I beg your pardon,” Please”. 2) Polite Expressions : “May I -----------“ Could I --------“ Would you please---------“. While speaking to any Guest make sure that you maintain eye contact and always smile. Maintain a good posture ,look alert and attentive. 3) Greetings : Goodmorning /Goodafternoon/Goodevening Mr Howard,How are you ? 4) Seeing off a Guest : Have a pleasant day sir/madam. Good Night ,Sir/madam. (Never say “have a pleasant night”.) I hope you enjoyed your stay with us , Mr ----------- We look forward to your next visit , Mrs Nicklson ---------- 5) When the guest asks for something and you can provide: Certainly Mr -------I will send it to your room. Certainly Sir,the attendant will come and help you I will go and get it right away,Mr Smith.
  2. 2. 6) Asking the Guest whether he needs any assistance: May I assist you Mr / Mrs ---------------- May I help you Mr/Mrs ---------------- May I please confirm your order Mr/Mrs---------- Please let us know if there is anything we can do for you Mr/Mrs ----------. 7) When the Guest thanks you for something : My pleasure Mr /Mrs ------------- You are mostwelcome Mr/Mrs ---------- Not at all , Mr /Mrs -------------- 8) When you wish to assist the guest in carrying something : Allow me Mr/Mrs ------------ May I assist you , sir 9) When you like the guest to repeat what was said or when you do not understand what he or she said : I beg your pardon , Mr/Mrs ----------- Would you kindly repeat that Sir/madam Could you please spellyour name for me.
  3. 3. 10) When you are not able to provide the service : I am sorry Mr/Mrs --------this is not available . May I get you -------instead. May I suggestan alternative? I am sorry we do not have this item . Is there anything else we can provide? 11) When you are not sure ,whether it can be provided Yes, certainly,allow me to find out and I will get back to you. 12) If you have to keep a guestwaiting because you are busy with someone else then when you revert back to a guest : I’m sorry to have kept you waiting , how may I help you ? 13) When a guestasks for the price of something : That will be ----------------rupees inclusive/exclusive of taxes . 14) Always speak in complete sentences: May I know your name please ? Not name please .? 15) When leading a Guest . Please come this way Mr/Mrs -------
  4. 4. 16) Never use Hotel Jargons : Do not use words such as HRS, covers, pax, ST, etc. 17) To break away from a conversation with a Guest : Will you please excuse me ? 18) When the Guest is unwell : I am sorry to hear that . I hope you get well soon, May I contact the doctorfor you ?

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