Example Front Office Magic Words, Phrases, Greetings and Courtesy Language Used by Hotel Staff
1. List of Magic Words Used by Front Office Staff
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Please
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Thank You
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Excuse Me
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Pardon Me
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Sorry
2. Standard Phrases For Addressing Individual Guests
If you do not know the guest’s name, address him or her as :
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Sir
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Madam
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Sir & Madam
If you are addressing children, address them as:
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Young Man / Young Gentleman
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Young Lady
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Note: Refrain from using “KIDS” when addressing children
3. Standard Phrases For Addressing a group of guests
When addressing a group of guests, use:
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Gentlemen
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Ladies
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Ladies and Gentlemen.
Note: Refrain from using “SIRS”, “MISTERS” or “MADAMS”
4. Addressing guest by his or her name
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The sweetest word in the guest’s vocabulary is his or her NAME.
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It creates for the guest self importance and recognition.
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In addressing the wife or husband, use the surname e.g. “Mr Bond, Mrs Bond has already signed.”
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If unsure if they are married, never assume.
5. Standard Greeting Used by Front Desk Staff
In greeting guest, be warm, friendly and professional.
Do say:
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“Good Morning, Sir/Madam”
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“Good Afternoon, Sir/Madam”
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“Good Evening, Sir/Madam”
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Never be too personal
Do not say:
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“Hi”
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“Hello”
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“Yes?”
In the exchange of greetings, use:
“How are you today/this morning/afternoon/evening, Mr (surname)?”
For new arrivals, you can add:
“Have a pleasant stay with us, Sir/Madam”
“I hope you’ll enjoy your stay with us, Sir/Madam”
6. Standard Phrases While Offering of service/help:
In offering your assistance, the phrases are:
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“May I help you, Sir/Madam?”
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“May I be of service to you, Sir/Madam?”
Words in response
In response to something said positively, the phrase is:
“I’m glad to hear that”
In response to something negative e.g. bad news, the phrase to use is:
“I’m sorry to hear that”
In response to guest greeting you with “How are you today?” say:
“Fine, thank you.”
“Very well, thank you.”
On ending your conversation with the guest:
“Have a nice / pleasant / good day / evening / weekend.”
7. Standard Phrases While Answering a guest or client’s call
In answering to a guest’s call, the phrases are:
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“Yes Mr (surname) / (Sir/Madam), may I help you?”
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“Yes Mr (surname) / (Sir/Madam), may I be of any assistance?”
Do not ignore a client by continuing with what you are doing, even if you are very busy.
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“I’ll be with you in a moment, Sir/Madam”
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“I won’t be a moment, Sir/Madam”
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“I’ll only be a few moments”
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“I’ll be right back”
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“I’ll be right with you”
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Do not say - “Wait a minute”
Upon attending to the guest, immediately say:
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“Sorry to keep you waiting, Sir / Madam.”
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“Sorry to have kept you waiting, Sir / Madam.”
8. Standard Phrases To Use When a guest requests for something
Do not go away to fetch it in silence, response by saying:
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“Certainly Sir/Madam.”
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“Yes Sir / Madam, it’s my pleasure.”
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“Of course Sir/Madam, I’ll be happy to do it.”
When guest asks for something which you cannot provide Say:
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“I’m very sorry, we have run out of “.
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“Unfortunately, we don’t seem to have it at the moment.”
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“I regret Sir/Madam, we have sold all our .”
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“I’m afraid we do not have .”
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Always remember to follow that up with an alternative solution as a sign of your desire to help.
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Do not say: “No, we don’t have it”.
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This is negative. Instead, apologise and show regret.
When guest asks for something which you are not sure you can provide, Do not say:
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“I don’t think we have it.”
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“It is not handled by this department.”
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Instead answer honestly: “If you wait for a moment, Sir / Madam, I’ll try to find out.”
9. Standard Phrases to say when guest thanks you:
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Always reply with a big smile
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“Please don’t mention it”
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“My pleasure.”
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“You’re most welcome.”
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“Not at all. I’m glad I am able to help.”
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“Glad to be of service.”
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Do not say: “Never mind.”
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Or worse, make no reply at all.
10. Standard Phrases to Say When guest apologises by saying “sorry”
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Do reply - “That’s quite all right.”
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Do not reply - “Never mind.”
11. Standard Phrases To Say When Giving way to guests
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When guests pass you, remember to let guests go first.
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Do say: “After you, Sir / Madam.”
Note: Also Read SOP Telephone Etiquette in Hotels and Standard Telephone Welcome Greetings Used in Hotels