Standard Verbiage For Front Office Staff

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

Standard Verbiage For Hotel Front Office Staff

As a hotel front office staff member, it is important to have a set of standard verbiage that can be used in different situations. These phrases not only help you provide excellent customer service but also ensure consistency in communication with guests.

One of the most common phrases used by front office staff is “Welcome to [Hotel Name], how may I assist you?” This simple but effective greeting sets the tone for a positive guest experience.

Other phrases that front office staff should know include “I apologize for the inconvenience” and “Thank you for your patience.” These phrases can be used in situations where a guest is experiencing a problem, such as a delayed check-in or a maintenance issue in their room.

It is also important to have a set of phrases for handling guest requests. Examples include “Certainly, I will do my best to accommodate your request” and “Is there anything else I can assist you with?” These phrases demonstrate a willingness to help guests and a commitment to providing excellent customer service.

In addition to these phrases, front office staff should be trained to handle difficult situations with empathy and professionalism. Phrases such as “I understand your frustration” and “Let me see what I can do to help” can help diffuse tense situations and show guests that their concerns are being taken seriously.

Front Office Standard Verbiage: Welcoming Guest / While Check-in

  • Good morning/afternoon/evening (Sir / Madam / Guest Name (Mr. Bond) )! 
  • Welcome to (Hotel Name).
  • Welcome back, Mr. David! How was your day?
  • It is so nice to see you again!
  • It is a pleasure to have you with us. / It is always a pleasure to have you with us, Mrs. Jackson.
  • Good (morning/afternoon/evening) Mr.George, I am “Sandy”. let me know if anything you might need.

Front Office Standard Verbiage: To Start a Casual Conversation

  • Good morning/afternoon/evening Mr. George, How did you spend the day?
  • What did you discover in (mention city / any attraction near the hotel)today?
  • Did you have a fun day? 
  • How do you feel about (mention city name)?
  • I am “Sandy”. let me know if anything you might need.

Also Read: Front Office Telephone Verbiage

Front Office Standard Verbiage: While Fond Farewell / While Check-out

  • Thank you very much for staying with us! See you again soon! 
  • Mr. Sandy, Have a safe trip, and do keep in touch.
  • When you have time, please share your experience with the hotel with other travellers on Trip Advisor. 
  • We hope to see you again, soon.
  • Have a pleasant (afternoon/evening).
Overall, having a set of standard verbiage for hotel front office staff can help ensure that guests receive consistent, high-quality service. By using these phrases in a friendly and professional manner, front office staff can create a positive guest experience and build long-term loyalty.

Back Office Job Description Banquet BAR Beverage Service Cashiering Chef Chef Training Cleaning Concierge Duties and Responsibility Engineering Executive Chef F&B Setup F&B Training Finance Food Service Front Desk Front Office Formats Front Office Setup Front Office Training Guest Room Guest Services Hospitality Basics Hotel Formats Hotel Security Hotel Staff Job Description Hotel Staff Training Housekeeping Formats Housekeeping Setup Housekeeping Training Kitchen Kitchen Basics Kitchen Training Maintenance Maintenance Technician Reservation Restaurant Sales SOP SOP F&B Service SOP Finance and Accounting SOP Front Office SOP Housekeeping SOP Kitchen Staff Training

Support Our Work

Since 2011 Setupmyhotel has been helping hundreds of hoteliers around the world. Support Setupmyhotel by becoming our Patron!

Learn more