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

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 guest 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 Bond, Mrs Bond has already signed.”

• 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:

• “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 answering 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, response by saying:

• “Certainly Sir/Madam.”

• “Yes Sir / Madam, it’s my pleasure.”

• “Of course Sir/Madam, I’ll be happy to do it.”

When 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, apologise and show regret.

When guest asks for something which 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 am able to 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 apologises 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