Example Front Office Magic Words, Phrases, Greetings and Courtesy Language Used by Hotel Staff

As the saying goes, “first impressions last,” and this is especially true in the world of customer service. The front office staff, who are usually the first point of contact for customers, should always be equipped with magic words, phrases, greetings, and courtesy language to make customers feel valued and appreciated.

Magic words like “please,” “thank you,” and “I’m sorry” can go a long way in showing customers that their needs and concerns are important. Phrases like “How may I assist you?” and “Is there anything else I can help you with?” can also convey a willingness to help and a commitment to customer satisfaction.

Moreover, using polite and friendly greetings like “Good morning,” “Good afternoon,” or “Welcome” can set a positive tone for the interaction. Addressing customers by their name and using appropriate titles, such as Mr., Mrs., or Ms., can also show respect and professionalism.

In addition, using courtesy language like “My pleasure,” “Certainly,” or “I’ll be happy to” can make customers feel more comfortable and at ease. It’s important to remember that the way we speak to customers can greatly affect their overall experience and impression of the company.

In summary, front office staff should always strive to use magic words, phrases, greetings, and courtesy language to create a positive and memorable experience for customers. By doing so, they can build strong relationships, foster customer loyalty, and ultimately contribute to the success of the business.

1. List of Magic Words Used by Front Office Staff

• Please
• Thank You
• Excuse Me
• Pardon Me
• Sorry

2. Standard Phrases For Addressing Individual Guests

If you do not know the guest’s name, address him or her as :

• Sir
• Madam
• Sir & Madam

If you are addressing children, address them as:

• Young Man / Young Gentleman
• Young Lady
• Note: Refrain from using “KIDS” when addressing children

3. Standard Phrases For Addressing a group of guests

When addressing a group of guests, use:

• Gentlemen
• Ladies
• Ladies and Gentlemen.

Note: Refrain from using “SIRS”, “MISTERS” or “MADAMS”

4. Addressing guests by his or her name

• The sweetest word in the guest’s vocabulary is his or her NAME.
•  It creates for the guest self-importance and recognition.
•  In addressing the wife or husband, use the surname e.g. “Mr BondBond is a form of financing by a company. A bond is a debt or long-term liability to be repaid with ..., Mrs Bond has already signed.”
•  If unsure if they are married, never assume.

5. Standard Greeting Used by Front Desk Staff

In greeting guests, be warm, friendly, and professional.

Do say:

• “Good Morning, Sir/Madam”
•  “Good Afternoon, Sir/Madam”
•  “Good Evening, Sir/Madam”
•  Never be too personal

Do not say:

• “Hi”
•  “Hello”
•  “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:

• “May I help you, Sir/Madam?”
•  “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 answer to a guest’s call, the phrases are:

• “Yes Mr (surname) / (Sir/Madam), may I help you?”
• “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.

• “I’ll be with you in a moment, Sir/Madam”
• “I won’t be a moment, Sir/Madam”
• “I’ll only be a few moments”
• “I’ll be right back”
• “I’ll be right with you”
• Do not say –  “Wait a minute”

Upon attending to the guest, immediately say:

• “Sorry to keep you waiting, Sir / Madam.”
• “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, respond by saying:

• “Certainly Sir/Madam.”
•  “Yes Sir / Madam, it’s my pleasure.”
•  “Of course Sir/Madam, I’ll be happy to do it.”

When a guest asks for something which you cannot provide Say:

• “I’m very sorry, we have run out of “.
•  “Unfortunately, we don’t seem to have it at the moment.”
•  “I regret Sir/Madam, we have sold all our .”
•  “I’m afraid we do not have .”
•  Always remember to follow that up with an alternative solution as a sign of your desire to help.
•  Do not say: “No, we don’t have it”.
•  This is negative. Instead, apologize and show regret.

When a guest asks for something that you are not sure you can provide, Do not say: 

• “I don’t think we have it.”
•  “It is not handled by this department.”
•  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:

• Always reply with a big smile
• “Please don’t mention it”
• “My pleasure.”
• “You’re most welcome.”
• “Not at all. I’m glad I can help.”
• “Glad to be of service.”
• Do not say: “Never mind.”
• Or worse, make no reply at all.

10. Standard Phrases to Say When guest apologizes by saying “sorry”

• Do reply – “That’s quite all right.”
• Do not reply – “Never mind.”

11. Standard Phrases To Say When Giving way to guests

• When guests pass you, remember to let guests go first.
• Do say: “After you, Sir / Madam.”

 Note: Also Read SOP Telephone Etiquette in Hotels and Standard Telephone Welcome Greetings Used in Hotels

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Front Office Magic Words, Phrases, Greetings and Courtesy Language

Creating a positive and welcoming environment at the front office involves using magic words, phrases, greetings, and courtesy language. These expressions help build rapport, convey professionalism, and enhance the overall guest experience. Here are some examples:

1. Greetings:

• “Good [morning/afternoon/evening], welcome to [Your HotelA Hotel or Inn may be defined as an establishment whose primary business is providing lodging facili.../Establishment Name]!”
• “It’s a pleasure to have you with us today.”
• “Hello and thank you for choosing [Your Hotel/Establishment Name].”

2. Courtesy Language:

• “May I assist you with anything today?”
• “Is there anything specific you would like help with?”
• “Please let me know if there’s anything I can do to make your stay more comfortable.”

3. Magic Words:

• “Certainly”
• “Absolutely”
• “My pleasure”
• “I’d be delighted to help”
• “Of course”
• “Right away”

4. Positive Expressions:

• “I appreciate your patience.”
• “Thank you for bringing this to our attention.”
• “I’ll do my best to make this right.”
• “Your satisfaction is our top priority.”

5. Farewell Expressions:

• “Thank you for choosing [Your Hotel/Establishment Name]. We hope you have a wonderful [morning/afternoon/evening].”
• “Safe travels, and we look forward to welcoming you back soon.”
• “It’s been a pleasure serving you. Have a great day!”
• “If there’s anything you need in the future, don’t hesitate to reach out.”

6. Polite Requests:

• “Could you please…”
• “Would it be possible to…”
• “May I kindly ask…”
• “If it’s convenient for you…”

7. Acknowledgment Phrases:

• “I understand how important this is to you.”
• “Your feedback is valuable to us.”
• “I appreciate your understanding in this matter.”

8. Personalization:

• “Mr./Ms. [Guest’s Last Name], we have a reservation for you.”
• “Welcome back, it’s great to see you again.”
• “I hope you enjoy your [specific event or reason for the stay].”

9. Offering Assistance:

• “Is there anything else I can do for you?”
• “If there’s anything you need during your stay, feel free to ask.”
• “Let me know if there’s anything I can assist you with.”

10. Gratitude:

• “Thank you for choosing us as your [hotel/establishment] destination.”
• “We’re grateful for the opportunity to serve you.”
• “Your presence is truly appreciated.”

These phrases and expressions should be adapted based on the specific tone and style of your establishment. Training staff to use these courteous and professional language choices can significantly contribute to positive guest interactions and overall satisfaction.