English for Adding Emotion to the Public Area Experience

1. Complimenting Guests

• That’s a lovely / very nice:

– pair of earrings

– shirt / blouse / skirt / dress.

– belt / bracelet / necklace.

• You smile very nicely. / You have a lovely smile.

• I like your hair style. It’s very nice.

• Your hair looks very nice, (madam).

• You’re wearing a very nice blouse today.

• Your necklace is very nice.

• You look very handsome / beautiful today.

• I like (the colour/pattern) of your (t-shirt.)

• (I hope you don’t mind me saying, but …) You have a very nice figure.



2. Greeting and Complimenting a Couple (While They are Going to Dinner)

• Kamaghani, (Mrs. Smith / madam). Kamaghani, (Mr. Smith / sir).

• You look very beautiful today. / You look very beautiful this evening.

• I wish you a wonderful day / evening.


3. Giving Someone a Story While S/he is Waiting to Go Out

• Kamaghani, (sir / madam).

• (Hand the guest a motivating, inspiring story: ) I hope you like this story.

• I wish you a wonderful day.



4. Talking to a Guest Who Is Going Out in the Morning

• Kamaghani, (sir / madam). Did you sleep well? ... I’m glad to hear that.

• I hope you have a wonderful day!



5. Offering Service

• Kamaghani, (madam / sir). (Compliment the person: I love the colour of your blouse.)

• Did you sleep well? ... I’m glad to hear that.

• Is there anything I can do for you?

• I hope you have a wonderful day!



6. A Guest is Sitting Waiting

• Kamaghani, (sir / madam).

• Would you like a newspaper while you wait? (Give the newspaper.)

o No: I hope you have a wonderful day!



7. Checking A Guest’s Satisfaction With His/Her Stay

• Kamaghani, (sir / madam).
• Are you enjoying your stay?
• I hope you have a wonderful day / afternoon / evening / stay.



8. Checking A Guest’s Satisfaction With His/Her Visit / Lunch / Dinner

• Kamaghani, (sir / madam ladies / gentlemen / ladies and gentlemen).
• Are you enjoying your visit / lunch / dinner?
• I hope you have a wonderful day / afternoon / evening / lunch / dinner.



9. Saying That You Do Not Understand

• I’m sorry. I don’t understand. One moment, please.



10. Welcoming In-house Guests Back to the Hotel

• Welcome back, (sir / madam / Mr. Smith).

• I wish you a wonderful (day / evening / stay).



11. Public Area

• Kamaghani, (sir / madam). Are you enjoying your stay? … (I’m glad to hear that.)

• Is there anything I can do for you?

• I hope you have a wonderful (day / afternoon / stay).



Or:

• Kamaghani, Mrs. Smith. Did you sleep well? … (I’m glad to hear that.)

• (Compliment the guest: ) I like the colour of your blouse. It’s very beautiful. … (My pleasure.). I hope you have a wonderful (day / afternoon / evening / stay).



12. Presenting a Flower

• Kamaghani, madam. Are you enjoying your stay? … I’m glad to hear that.

• Here is a flower for you. Or: I hope this flower makes you happy.

• I hope you have a wonderful day.



13. Presenting an Item at a Guest’s Door

• Kamaghani, (Mrs. Smith). I hope you are well. (I’m glad to hear that.) Here is your shampoo. … (My pleasure.) …

• I hope you have a wonderful day.



14. A Guest is Checking Out

• Did you enjoy your stay? … I’m glad to hear that.

• Thank you for coming.

• I hope you have a wonderful (day / journey).



15. Questions to Ask Oneself

• Where can I create a truly memorable experience now?

• How can I create a truly memorable experience for these guests now?

• Did I create any truly memorable experiences today?



16. Delivering Luggage to a Guest’s Room

• Kamaghani, (Mrs. Smith). I hope you are well. … I’m glad / sorry to hear that. May I come in? …

• I hope your journey from (Jakarta) wasn’t too tiring. (I’m glad / sorry to hear that.)
• You have a wonderful view. I hope you enjoy it. …

• Would you kindly check your luggage? … If there’s anything else I can do for you, please let me know. I hope you have a wonderful stay.



17. Collecting Luggage from a Departing Guest’s Room

Arriving at the guest’s room to collect his/her luggage

· (Ring bell:) Housekeeping.

· (Door opens:) Kamaghani, (name). May I collect your luggage? …

Thank you.

· Did you enjoy your stay?... I’m glad to hear that. / I'm sorry to hear that.

· Are you returning home now? … What’s the weather like there now?

· When do you think you’ll come back to Jaipur?



Checking the number of bags

· (Three) bags, (name)?



Asking the guest to leave his safe door open

· Would you please leave your safe door open? ... Thank you.



Leaving the room

· Your bags will be at Reception, (name). Goodbye.