The document provides guidance on using guest names when interacting with customers in a service role, such as in a hotel. It explains that names are important representations of identity and that using a guest's name shows respect. The document recommends introducing and ending conversations using the guest's name, such as by saying "Good morning, Mrs. Jones" and "Is there anything else I can do for you, Mrs. Jones?". It also suggests mentioning the guest's name whenever referring to their room number.

1. PRACTICALO EN INGLES
DIAMOND STANDARD SERVICE EXPRESSIONS Página 1
THE DIAMOND STANDARD
PHRASES
HOW MAY I HELP YOU TODAY?
JAU MEI AI JELP LLU TUDEI?
Como le puedo atender hoy?
WELCOME TO ___. IT’S A PLEASURE TO HAVE YOU HERE
UELKAM TU ___. IT’S A PLEYUR TU JAV LLU JIR
BIENVENIDOS A ___. ES UN PLACER RECIBIRLO

2. PRACTICALO EN INGLES
DIAMOND STANDARD SERVICE EXPRESSIONS Página 2
ARE YOU ENJOYING YOUR STAY? IS THERE ANYTHING ELSE
WE CAN DO TO MAKE YOU FEEL TAKEN CARE OF?
AR LLU ENYOI-ING LLUR STEI? IS DER ENITING
EHLS UI KEHN DU TU MEIK LLU FIL TEIKEHN
KEHR AV?
ESTA DISFRUTANDO SU ESTANCIA? HAY ALGO MAS
QUE PODEMOS HACER PARA HACERLE SENTIR BIEN
ATENDIDO?
IT’S A PLEASURE TO SERVE YOU
It’s a plehyur tu surv llu
Es un placer atenderlo
AND FINALLY….
IS THERE ANYTHING ELSE I CAN DO FOR YOU TODAY?
Is der eniting els ai kehndu for llu tudei?
Hay algo mas que puedo hacer para ud. Hoy?

3. PRACTICALO EN INGLES
Página 3 DIAMOND STANDARD SERVICE EXPRESSIONS
THE GUEST’S NAME
WHAT IS THE IMPACT OF USING A GUEST’S NAME? THINK FOR A
MOMENT HOW YOU WOULD FEEL IF NOBODY RECOGNIZED YOU BY
YOUR NAME? HUICHOL INDIANS, AS WELL AS MANY OTHER INDIAN
CULTURES, PLACE A VERY LARGE IMPORTANCE ON A PERSON’S NAME.
IT REPRESENTS WHO THEY ARE IN THIS WORLD.
IN THE WORLD OF SERVICE, ESPECIALLY IN HOTELS, USING A
GUEST’S NAME IS A STANDARD PRACTICE IN THE PROCESS OF ANY
ENCOUNTER WITH THEM. SOME BELIEVE THAT EACH ENCOUNTER
WITH A GUEST SHOULD INCLUDE MENTIONING HIS OR HER NAME
THREE TIMES. I PERSONALLY BELIEVE THAT PRACTICE IS OUTDATED
AND COMES ACROSS TO THE GUEST AS PHONY. HOWEVER, IT IS VERY
IMPORTANT TO USE THEIR NAMES AT LEAST ONCE DURING THE
EXCHANGE. IT REALLY DEPENDS ON HOW LONG THE EXCHANGE
LASTS. THE BEST, AND SINCEREST, WAY IS TO USE THEIR NAME AT THE
BEGINNING AND THE END OF THE CONVERSATION
FOR EXAMPLE:
“ GOOD MORNING, MRS JONES……………………………………………..
ENDING WITH….IS THERE ANYTHING ELSE I CAN DO FOR YOU, MRS
JONES?”
IT TAKES ABOUT 30 DAYS TO MAKE OR BREAK A HABIT, SO GIVE IT
TIME.

4. PRACTICALO EN INGLES
DIAMOND STANDARD SERVICE EXPRESSIONS Página 4
MY SUGGESTION IS THAT WHENEVER YOU MENTION A ROOM
NUMBER, MENTION THE NAME OF THE GUEST WHO IS IN, WAS IN, OR
WILL BE IN THAT PARTICULAR ROOM.
INSTEAD OF SAYING…
ROOM 2114 CALLED FOR A BELLBOY.
SAY…
MR RICE IN ROOM 2114 CALLED FOR A BELLBOY.
NOBODY EXPECTS YOU TO BE A MINDREADER. YOU CAN’T KNOW
THEIR NAME JUST BY LOOKING AT THEM. DON’T BE AFRAID TO ASK!!