STANDARD POLITE STANDARD POLITE PHRASESPHRASES

““What comes out of your What comes out of your mouth is determined by what mouth is determined by what

goes into your mind.”goes into your mind.”

Communicating with guests is as much about building rapport as finding out or giving information. Rapport is about creating a sense of warmth and

mutual respect. Greetings and pleasantries with guests can help build

rapport, as can use of appropriate body language. Greeting guests when you see them, using their

name and exchanging pleasantries is part of giving good customer service. However, discretion is required to avoid over familiarity.

While speaking to a guest …

Make sure that you maintain eye contact and smile.

Maintain good posture, look alert and attentive.

~ Always speak in complete sentences.~ Listen – Do not hear. Hear well an be attentive to signs, tone of

voice, etc. to understand what the guest wants.

~ Be sure that the tone of our voice is pleasant and it matches with what you wish to communicate.

~ Use the magic words most often : Please … Thank you … Excuse me … I’m sorry … I beg your pardon …

~ Use polite expressions such as “May I …”, ‘Could I …”, “Would you please …” instead of “Can I/you …”, Will you (do it)” …

Greetings

Good morning, Sir/M’am (Mr./Ms. _____).[00.00 hrs. – 1200 hrs.] Good afternoon, Sir/M’am (Mr./Ms. _____).

[1200 hrs – 1600 hrs.] Good evening, Sir/M’am (Mr./Ms. _____). (It is wrong to say “Morning, Sir /

Madam”.)

When you meet a repeatguest

Good Morning Sir/M’am. It’s good to see you again.

When leading a guest

Please come this way, Sir/M’am (Mr./Ms. _____).

When an in-houseguest is proceeding for

his room from therestaurant, Health Club,

Business Centre, etc Have a pleasant day, Sir / Madam. Have a pleasant afternoon, Sir / Madam. Good Night, Sir / Madam. Never say, “Have a pleasant night,”

Seeing of a guest 3 sentences to be spoken …(1) Have a pleasant day, Sir/M’am (Mr./Ms.

_____). OR Have a pleasant afternoon, Sir/M’am

(Mr./Ms. ___). OR Good night, Sir/M’am (Mr./Ms. _____).(2) We look forward to your next visit,

Sir/M’am (Mr./Ms. _____). AND(3) We are Fortunate To Serve You.

Asking the guestwhether he needs any

assistance

May I assist you, Sir / Madam (Mr./Ms___).

Offering assistance

May I assist you, Sir/M’am (Mr./ Ms. ____)

May I help you Sir/M’am/Mr. ____? Or Allow me Sir/M’am … (to carry

his/her baggage,etc.)

When you like the guestto repeat what was said

or when you do notunderstand what was

said I beg your pardon Sir/M’am. OR Would you kindly repeat that,

Sir/M’am (Mr./Ms. _). OR Could you spell it for me, Sir/M’am

(Mr./Ms. _).

When asking a guesthis name

May I know your name please?

When a guest asks youprice of something

That will be ......... Rupees inclusive /exclusive of tax.

When the guest asksfor something and you

can provide

Certainly Sir, (Mr._____) Certainly Sir, (Mr._____) I will send it

to your room.

When the guest asksfor something that

comes from anotherdepartment

Certainly Sir/M’am (Mr./Ms. ___). I will have Housekeeping deliver it to your room.

Certainly Sir/M’am, our Systems/IT Manager will

assist you. Certainly Sir/M’am, the Room Service

attendant will come and help you.

When you are not ableto provide the service

I am sorry, Sir/M’am (Mr./Ms. _____). This is not available. May I get you ___ instead?

OR I am sorry, Sir/M’am (Mr./Ms. ____). This is

not available. Would you like something else

Instead?OR I am terribly sorry, we do not have this

item. Is there anything else we can provide?

When you are not sure,whether something hehas asked for can be

provided

Mr./Ms. ____ / Sir/M’am, Please allow me to find out and I will get back to you.

When the guest isunwell

I am sorry to hear that. I hope you get well soon.

May I call the doctor for you?

When the guest thanksyou for something

Fortunate To Serve You, Sir/M’am (Mr./Ms. _____).

If you have to informMr. Sharma that his wife

was looking for him.

Good morning Sir/Mr. Sharma. M’am/Mrs. Sharma had been looking for you.

If you have to keep aguest waiting because

you are busy withanother guest;

Good morning Sir/M’am. I will be with you in a moment.

Then, when you revertback to a guest

I’m sorry to have kept you waiting Sir/M’am. How may I assist you?

REMEMBER… WHAT? What do you really wish to

communicate? WHOM? To whom do you wish to

communicate? WHY? Why do you need to

communicate? HOW? How can you bet communicate? WHEN? When is the best time to

communicate?