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Customer Care Greeting
First impressions last a life time, or at least until the guests check out, so it is important to make a good first impression. There are numerous expressions that can be used when first greeting people. Some are very formal and appropriate for greeting guests and some are more informal and should only be used with friends or co-workers. Obviously, employees of the hotel industry should use the more formal expressions; however, the less formal expressions will also be presented to give learners a well-balanced repertoire to choose from.
Formal Expressions
How are you this morning (afternoon, evening, today)? Less Formal Expressions
Of course, after the greeting, the dialogue must be continued, and what is said then depends on the situation. When interacting with hotel guests that continued interaction usually involves determining what the guest wants or needs. A couple of standards that can be used in the hotel industry are:
Staff: Good morning Ma’am. Welcome to the (...Spa) Guest: Thank you. Staff: How can I help you today? Guest: I’m here for a (....massage).
Introductions
In normal social situations, to continue an interaction after a greeting, it is customary for people to introduce each other by giving their names (assuming of course they are meeting for the first time). But remember, that not all hotel employees would normally exchange names with a guest. For example, a bell man would not usually tell a guest his name, but a waitress in a restaurant may, as part of the standard restaurant greeting (such as "Welcome to the Beef House. My name is Rebecca and I'll be your waitress tonight"). Guest service representatives who interact with VIP guests may be more inclined to make a formal introduction as part of the extended service provided VIP’s.
Introducing yourself Staff: Hello, I’m Ms. Jandee. Guest: Hello, Ms. Jandee, I’m Susan Appleton. Guest: My name is John Grey. Staff: Nice to meet you Mr. Grey, I’m Mrs. Sukjoy. Guest: I’m George Franks. What's your name? Staff: My name is Sopida, Sopida Hakam. It’s a pleasure to meet you Mr. Franks. Guest: Allow me to introduce myself. My name is Frank Jeffers. Helen: I delighted to meet you Mr. Jeffers. My name is Pornpan Orasa. Introducing others On occasion, you may find yourself in a situation where you have to introduce one person to another. Look at these possible expressions that are used for this. Peter: Sam Kellogg, I would like to introduce Miss Helen Cranston. Sam: Hello Miss Cranston, nice to meet you. Helen: Nice to meet you too Mr. Kellogg. Bob: Min Ju, this is my friend Betty Watson. Min Ju: Hi Ms. Watson, a pleasure to meet you. Betty: Same here. Alice: Harry, let me introduce my supervisor, Mr. Lee Harry: Mr. Lee, it’s good to meet you. Mr. Lee: Good to meet you too. But please, call me Sammy.
IF GOOD
IF SO-SO
IF BAD
Staff: Good afternoon, welcome to The Plaza. Guest: Hi. Staff: How can I help you today? Guest: I need to check in. Staff: Of course sir, My name is Sopida Hakam and I’ll be your guest representative during your stay. Could I have your name please? Guest: Freddy Benson. Staff: Yes Mr. Benson, here you are. And how are you today? Guest: Tired actually, it was a very long flight. Staff: Well, I’ll get you checked in as soon as possible so you can relax. Farewells
After greetings, introductions, and polite conversation people will go their separate ways. There are numerous expressions that can be used when giving farewells. Some are more formal than others. Obviously the more formal expressions are more appropriate when interacting with guests More Formal expressions
Less Formal Goodbyes
Chit Chatting Ok, you have greeted the guests, completed the necessary business (such as checked the guests in, asked them to have a seat while their table in being prepared in a restaurant, or given them their order at the bar). Now what? People, being the social animals they are, many times feel uncomfortable just standing around and not interacting in any way. Let's face it; almost nobody likes to be ignored. But how do you continue social interactions during these awkward moments? Chit chatting is the solution. Chit chatting is a natural and very common form of communication between strangers. With someone you know, continuing a conversation is easy. You would naturally talk about things you both have in common, such as the job, other friends, sports, etc. With strangers, such as guests, chit chatting becomes a little more difficult. It is harder to find common areas of interest. Also some topics should not be asked about because they would be too personal. Such topics include: Are you married? How much money do you make? What is your religion or political affiliation? These types of topics are too personal and should be avoided, unless of course the stranger brings them up first. Even then, be leery. So what can you talk about? Below are a few safe suggestions.
To continue a conversation in a natural manner it is important to listen to the other person very carefully. Many times, what they say will give you ideas about what you should say or ask next.
Staff: How do you like the weather on the island? Guest: It’s very hot, much hotter than I expected. Staff: So, what's the weather like now in your country? Guest: It’s cold and snowy. Staff: (seeing a guest with numerous shopping bags): Did you have a good time shopping? Guest: Yes, I spent all morning in Patong. Staff: Were you buying souvenirs for the folks back home? Guest: That, and a few personal items. Dealing with Guests Requests
In order to get the most satisfaction (and their money's worth from their stay) guests make requests. Most of these requests will be reasonable, such as asking for more napkins in a restaurant or having a burnt out light bulb replaced in their room. Some requests may be outrageous and outside the normal service parameters of the hotel. In either case, the requests must to politely listened to and professionally attended to. Possible guest's request Could I have another order of garlic toast? I would like extra soap and shampoo left in the room. Would it be possible to get a two minute boiled egg? Could you arrange a tee time of 7:00 AM for four at the Country Club? The guests in the next room are very noisy. Could we change rooms? Is it possible to get free samples of all the facial products the spa sells? Responses to requests
Bell Desk Guest: Please be very careful with that bag, there are fragile items inside. Staff: Not to worry sir, I’ll be extremely careful. Engineering/maintenance staff Guest: Is it possible to fix the drip in the sink. It keeps me awake at night. Staff: I’ll take a look at it right away sir. It probable just needs a new washer. Food and Beverage staff Guest: Instead of herbal tea, do you happen to have Earl Grey? Staff: I’m sorry ma’am, but the herbal tea is all we have at the moment. Front Desk Staff Guest: Could you fill out the form for me. I hurt my writing hand? Staff: Of course sir. First, how do you spell your family name? Health and Leisure Staff Guest: Could I get more weights added to this machine. This is no challenge at all. Staff: I’ll get more weight right away. How much more would you like? Housekeeping Staff Guest: Is it possible to get another pillow. This one smells funny. Staff: Of course ma’am, I’m very sorry. I’ll bring you a new one as soon as I finish up with the room, if that’s OK. Guest: Thank will be fine, thank you. Kitchen Staff Guest: Could I get fresh pineapples finely diced mixed in with the pancake batter? Staff: Of course sir, as you like. Spa Staff Guest: Could I get a free sample of these products? Staff: Which products would you like samples of? Guest: How about all of them? Staff: We don’t have samples for all of the products, but you can have the sampleswe have.
Bell Desk Staff
Engineering/ Maintenance Staff
Food and Beverage Staff
Front Desk Staff
Health and Leisure
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