Mastering guest communication is essential in hospitality jobs. The right words can turn a guest’s day around, ensuring they feel valued and understood. In this article, we’ll explore reimagined customer service phrases that elevate your interactions with guests, ensuring memorable experiences every time.
Why Words Matter in Hospitality Jobs
In hospitality, communication goes beyond delivering information. The tone, structure, and intent of your words can either build trust or create friction. With thoughtful phrasing, you’ll leave a lasting impression on your guests.
1. “That’s an excellent point! I’ll confirm it for you right away.”
Why it works: This phrase validates the guest’s inquiry and shows your willingness to provide accurate information.
Example in action:
When a guest asks, “Is there a shuttle service to the airport?”
Say: “That’s a fantastic question! Let me confirm the schedule for you right away.”
By ensuring precision, you build confidence in your service.
2. “If you’re able to [action], I can assist with [solution].”
Why it works: This phrase highlights teamwork and encourages collaboration to resolve issues.
Example in action:
A guest requests a late check-out. Instead of saying it’s unavailable, try:
“If you can let us know by 10 AM, I’ll make arrangements for you to extend your check-out.”
This frames the solution as a cooperative effort, fostering a positive interaction.
3. “I’ll update you by [specific time or day].”
Why it works: Providing a clear timeline sets expectations and reassures guests that their concerns are being addressed.
Example in action:
When a guest reports a maintenance issue, say:
“Thank you for letting us know. I’ll update you on the progress by this evening.”
This transparency builds trust and reduces uncertainty.
4. “We’re grateful to have you stay with us.”
Why it works: Expressing gratitude makes guests feel appreciated and reinforces a welcoming atmosphere.
Example in action:
At check-out, say:
“We’re grateful to have you stay with us and hope to see you again soon.”
This leaves a lasting positive impression.
5. “Here are some solutions we can offer.”
Why it works: Focusing on what you can do—rather than what you can’t—keeps interactions constructive.
Example in action:
A guest mentions their room is noisy. Instead of apologizing without a solution, say:
“Here are some solutions we can offer: we can move you to a quieter room or provide earplugs if you prefer to stay.”
This approach ensures the guest feels cared for and valued.
6. “We’d love your feedback to make your stay even better.”
Why it works: Inviting feedback mid-stay shows proactivity and a commitment to improvement.
Example in action:
Ask during breakfast service:
“We’d love your feedback to make your stay even better. Is there anything we can do for you?”
This demonstrates attentiveness and care for their experience.
7. “From what I understand, you’re experiencing [issue]. Is that correct?”
Why it works: Paraphrasing shows active listening and ensures clarity in addressing concerns.
Example in action:
A guest mentions they were charged incorrectly. Respond with:
“From what I understand, you’re concerned about an overcharge. Is that correct?”
This provides an opportunity to confirm details and address the issue effectively.
Also read: Why Language Skills Are Essential for Success in Hospitality Jobs
Phrases to Avoid and What to Say Instead
While knowing the right words to use is vital, avoiding phrases that can unintentionally frustrate guests is equally important. Here are some examples:
- Avoid: “We can’t do that.”
Say instead: “Let’s explore what we can do to assist you.” - Avoid: “You’ll have to…”
Say instead: “Would you mind if we proceed this way to resolve the issue?” - Avoid: “It’s not possible right now.”
Say instead: “Let me see if there’s a workaround to help you.” - Avoid: “That’s not my responsibility.”
Say instead: “I’ll find the right person who can assist you with this.”
Elevate Guest Interactions in Hospitality Jobs
Words have power, especially in hospitality jobs where guest satisfaction hinges on communication. By rephrasing common customer service statements into thoughtful, solution-oriented phrases, you’ll create memorable experiences and build lasting guest relationships.
Whether you’re handling inquiries, resolving issues, or simply welcoming guests, these reimagined phrases ensure every interaction reflects professionalism and care.