2. Key Language
In this unit you will learn what to say to guests when they arrive by car, and as you
take them to Reception.
Firstly, greet the new guests as in the previous unit, and then help them get out of
their vehicle.
Helping the guests get out of their vehicle
• May I help you with (that / those)?
• (Four) items. Is that correct?
• Allow me to help you with (that / those).
• Mind your head.
Showing the guests to the Front Desk
• Allow me to take you to the Front Desk, Mr. and Mrs. Smith, (name).
• Please come with me to Front Desk, Mr. and Mrs. Smith, (name).
If you cannot walk with the guests to Reception, say:
• The Front Desk is just over there, Mr. and Mrs. Smith, (name). I wish you a
wonderful stay with us.
3. Key Language
Conversation on the way to the Front Desk:
• I see that you have just flown from (London). You must be very tired.
I recommend a massage in our spa. You’ll feel as good as new
afterwards.
• Is this your first visit to Beijing?
• Yes / No: * If you need any tourist information, please contact
the (Tour Counter / Concierge) over there.
• I hope you have a wonderful stay.
Leaving the guests at the Front Desk
• (To the Front Desk:) This is Mr. and Mrs. Smith, (name).
• (To the guests:) This is Maura, (name). She will take care of you now.
I hope you have a wonderful stay with us. … Goodbye.
4. Points to Remember
a. Make eye contact and smile warmly as you greet and talk to the guest.
b. Your smile should be like “sweet scent” and bring “fragrance to the
soul”.
c. Think of how you can compliment the guest.
d. Look for something you like about the guest so that you can start to feel
good about the guest. The guest will feel your warmth.
e. As you interact with the guest, say to yourself a thought, such as, “I like
this guest very much.” or “I want to make this guest really happy.” Focus
on the thought during the interaction.
f. Look for ways to show love, care, warmth, and empathy during the
interaction. The guest wants and needs to feel your love, care, and
warmth, even though s/he might not admit it.
g. Your heart should be burning with loving kindness for the guest, and the
guest should feel it. Let it show!
5. Points to Remember
h. Stand straight but relaxed as you speak.
i. Look for information about the guest that can be used as guest
history information in order to create a memorable experience.
j. Think about how you can make the guest happy as you interact with
him/her.
k. As you interact with the guest, listen to your heart about how you
think the guest feels and what the guest wants. Then take action.
l. Try to practise the spirit of this quotation with every Mr. Smith:
“Shed the light of boundless love on every human being whom you
meet.”
m. Show that you value your guests by injecting positive energy into
the interaction with the guest.
n. Constantly look for ways to please the guest.
6. Sample Conversation 1
Conversation 1 - When You Help Newly Arriving Guests to Get Out of Their
Vehicle
Employee: (Guest gets out of the car:) Good morning, Mr. Smith.
Welcome back to the Majestic Hotel. I’m Janet, a
Guest Relations Officer. How are you today?
Mr. Smith: It was all right. Not too bad.
Employee: I’m glad to hear that, sir. May I help you with that?
Mr. Smith: Thank you.
Employee: My pleasure. Three items. Is that correct?
Mr. Smith: Yes, that’s correct.
Employee: The Front Desk is just over there, Mr. Smith. You’re going
to have a wonderful stay with us.
Mr. Smith: I hope so. … (They walk to Reception.)
7. Sample Conversation 2
Conversation 2 - When You Show the Guests to the Front Desk
Employee: (Guest gets out of the car:) Good morning, Mr. Smith. Welcome back
to the Majestic Hotel. I’m Rose, a Guest Relations
Officer. How are you today?
Mr. Smith: I had a good journey.
Employee: I’m glad to hear that, sir. May I help you with that?
Mr. Smith: Thank you.
Employee: My pleasure. Allow me to take you to the front desk, Mr. Smith
Mr. Smith: Alright.
Employee: I see that you have just flown from London. You must be very tired.
Mr. Smith: Yes, a little.
Employee: Is this your first visit to Beijing?
Mr. Smith: No, it’s my third time already.
Employee: You’re a regular traveller to China then. I hope you have a wonderful time
here. (To the Front Desk:) This is Mr. Smith. (To the guest:) This
is Jane. She will take care of you now. I hope you have a
wonderful stay with us.
Goodbye.
Mr. Smith: Thank you. Goodbye.
8. Sample Conversation 3
Conversation 3: When You Show the Guests to the Front Desk
Employee: (Guest gets out of the car:) Good morning, Mr. Smith. Welcome back
to the Majestic Hotel. I’m Janet, a Guest Relations Officer. How are
you today?
Mr. Smith: Fine, thanks.
Employee: I’m glad to hear that, sir. Allow me to help you with that.
Mr. Smith: Thank you.
Employee: I see that you have just flown from Bangkok. You must be very tired.
Mr. Smith: Yes, very tired.
Employee: I recommend a massage in our spa. You’ll feel as good as new
afterwards.
Mr. Smith: That’s a good idea. Maybe I should try it.
Employee: I highly recommend the Aromatherapy massage with lavender. … Is
this your first visit to Beijing?
Mr. Smith: Yes, it’s my first time.
Employee: If you need any tourist information, please contact the Concierge
over there.
Mr. Smith: Thank you. I sure will.
Employee: I hope you have a wonderful time with us. Goodbye.
Mr. Smith: Thank you. Goodbye.
9. Practice Situations
Instructions
Converse with your Trainer as if s/he is the guest in the following
situations. Sometimes the guest will be male and sometimes female. Make
sure that you infuse your conversations with the spirit of love. The guests
need to be served with extreme warmth and loving kindness. If the warmth
is not enough, the Trainer will ask you to practise again.
Practise Using the Contents of This Unit
1. It is morning. Mr. Weeks has just arrived from Hong Kong. He is a return-
guest. Greet him as he gets out of his limousine.
2. It is lunch time. A female guest has just arrived by limousine. You don’t
know her name. Greet her as she gets out of the car.
3. It is afternoon. A couple have just arrived to check in. Their names are Mr.
and Mrs. Kibby. This is their 10th stay at the hotel. They look tired. Greet
them as they enter the Lobby.
4. It is evening. A couple have just arrived by limousine. You don’t know their
names. They look tired. Greet them as they gets out of the car.
