English for Adding Emotion to the Public Area and Front Office Experience

1. Ways to Make a Guest Happy in the Public Area



1.1 Lobby Lounge

(Café latte with a heart on the foam:)

· “Here’s your café latte, Mrs. Smith. It comes with my heart. I do hope you enjoy it.”

1.2 Arrival

· “(Lobby:) Here’s a lemongrass-scented cold towel, Mr. Smith. I hope it refreshes you. … I wish you a wonderful stay with us!”



1.3 Pool

· “Good afternoon, Mrs. Smith. I thought you looked hot, so I’ve brought you a glass of refreshing cold water.”



1.4 Restaurant

· “(Guest arrival:) Good evening, Mr. and Mrs. Smith. Thank you so much for having dinner with us. If I may say so, that’s a beautiful dress. … My pleasure. …”



1.5 Arrival Welcome Drink

· “… May we serve you a refreshing welcome drink in the Lounge … where you can relax and enjoy the beautiful view over (the bay), or would you prefer to sit on the terrace of your room where you have an unforgettable view?”



2. Complimenting Guests



2.1 General

· That’s a lovely / very nice:

· necktie.

· pair of earrings.

· shirt.

· blouse / skirt.

· belt / bracelet / dress.

· You smile very nicely.

· You’re wearing a very nice blouse / pair of shorts today.

· Your hair looks very nice, (madam).

· Your necklace is very nice.

· You look very handsome / beautiful today.

· I like (the colour / pattern of your T-shirt.)

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

· I hope you don’t mind me saying, but you have a very nice figure.



2.2 Greeting and Complimenting a Couple (Probably at Dinner)

· Good evening, (Mrs. Smith). Good evening, (Mr. Smith).

· You look very (beautiful / handsome) this evening. You’re a very lucky (man / woman), (Mr. Smith / Mrs. Smith).




Good (morning), Mr. and Mrs. Smith. It’s wonderful to see you again. …



· Good evening, Mrs. Smith. … Good evening, Mr. Smith.
You look very beautiful this evening. You’re a very lucky man, Mr. Smith.
Employee: How are you?
Guest: If I were any better, I’d be twins.



2.3 Complimenting at Reception

· (Guest approaches the Front Desk:) Good morning, Mrs. Smith. It’s another beautiful day, isn’t it? (or: Did you sleep well? … I’m glad to hear that.) I like the colour of your blouse. It’s very beautiful. … My pleasure. How may I help you? … I wish you a wonderful day!



2.4 Complimenting in the Public Area

· Good afternoon, Mrs. Smith. Are you enjoying your stay? … I’m glad to hear that. I like the colour of your blouse. It’s very beautiful. … My pleasure. I wish you a wonderful day / evening / stay.



2.5 Complimenting at the Pool

· Good morning, Mrs. Smith. Did you sleep well? … I’m glad to hear that. I like the colour of your blouse. It’s very beautiful. … My pleasure. May I take you to your favourite sun bed?

· Or: … I anticipated you would come at about this time, so I’ve reserved a very nice sun bed for you and your charming wife.



2.6 Complimenting at the Bar

· Good morning, Mr. & Mrs. Smith. Did you sleep well? … I’m glad to hear that. I like the colour of your blouse. It’s very beautiful. … My pleasure. I know that you like fruit cocktails. I highly recommend the (Paradise Shirley Temple). That’s … It’s delicious / to die for! …



2.7 Complimenting at Turndown

· Good evening, Mr. & Mrs. Smith. Did you enjoy your afternoon at the …? … I’m glad to hear that. I like the colour of your dress. It’s very beautiful. … My pleasure. … I wish you both a wonderful evening.



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

• Good evening, (Mrs. Smith). Good evening, (Mr. Smith).

• You look very (beautiful / handsome) this evening. You’re a very lucky (man / woman), (Mr. Smith / Mrs. Smith).


3. Someone is Waiting to Go Out or Go to a Meeting

In a city hotel, possibly the guest is feeling worried about being late for a meeting; nervous about the meeting; or the guest is going out sightseeing or to play golf, for example.

• Good morning, (sir / madam).

• I’m sure you’re going to have a really (successful / wonderful) day!

• (Hand the guest a motivating, inspiring story already rolled up and tied with a ribbon to give to people for their journey.) I hope this story (makes you feel good / inspires you).





4. A Guest Is Waiting to Leave to Play Golf

(The Concierge could have prepared a number of motivating / inspiring stories or humorous golf stories / jokes already rolled up and tied with a ribbon to give to people to read on the way to the golf course.)
• This is for the journey to the golf course. You’ll love it. It’s very funny.

• (A female GRO could make an encouraging comment, such as:)

• I had a dream about you last night, sir. I saw you making a hole in one today.
• (When the guest returns:) How was your day at the golf course?



Good Day: I’m glad to hear that. Or:

I knew you would have a good day. (Or say both.)



Bad Day: Don’t worry, sir. I’m sure it was because of the weather.

I’m sure you’ll do well next time.

I’m sure you were just being kind and you let him win.



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

• Good morning, (sir / madam). I do hope you slept well.

o I hope you have a really wonderful day!



6. Talking to an Angry Guest Sitting in the Lobby

• Good morning, (sir / madam). I can see that you are very upset.

o Would you like this cold towel while you wait? … We’ll solve the problem as soon as possible.



7. Talking to a Lonely Looking Guest Sitting in the Lobby

• Good morning, madam. (Compliment the guest: I love the colour of your blouse.)
o Here is some complimentary tea. I hope you enjoy it.

• … You look sad, (madam). Is there anything I can do for you? … If there’s anything I can do for you, please let me know. (Here’s a refreshing cold towel.) … I wish you a wonderful day.



8. Asking Guests How They Slept

• Good morning, (sir / madam)… (Compliment the person.)

o Did you sleep well last night? (I’m glad to hear that.) Or:

o I do hope you slept well last night. (I’m glad to hear that.)

o I (do) hope you have a wonderful day.



9. A Guest Who Is Sitting Down Looks Tired

• Good afternoon, (madam). You look rather tired. Here’s a cold towel and some refreshing cold water. … I hope you soon feel refreshed.



10. A Guest is Sitting Waiting

• Good (morning), (sir / madam).

• Would you like a newspaper while you wait? Or:

• Would you like some refreshing cold water while you wait? Or:

• Is there anything I can do for you?

o No: I wish you a wonderful day!

o No: If there’s anything I can do for you, please let me know. … I wish you a wonderful day!





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

• Good afternoon, (sir / madam).
• Are you enjoying your stay? (Or: I do hope you’re enjoying your stay.) Then:
• Is there anything I can do for you? …

• Finally: I wish you a wonderful day / afternoon / evening / stay.



12. Ending a Short Conversation with a Guest

• If there’s anything I can do for you, please let me know. I wish you a

wonderful day / afternoon / evening / stay.



13. Saying That You Do Not Understand

• I’m afraid (I’m sorry) I don’t understand. Let me call someone who can help you.


14. Excusing Yourself During a Conversation to Answer the Telephone

• I’m terribly sorry, (sir / madam). Please excuse me while I answer the phone.
o I wish you a wonderful day / I do hope that you have a wonderful day.


15. Welcoming In-house Guests Back to the Hotel

15.1 Welcome back, (sir / madam).

o Did you have an enjoyable day? Or:

o I do hope you had a wonderful / successful day. … (I’m glad to hear that.)
• I wish you a wonderful (day / evening / etc.).



15.2 Good evening, (name). How was your day? … Will you be dining here this evening?
• Yes: Have you tried the (name of restaurant) yet? …



(1) No: Do you like (chicken)? … I highly recommend the (name of chicken dish). That’s …. It’s to die for! …


(2) Yes: Have you tried the (name of dish) yet? … I recommend you try it. (Describe it.) It’s very good. ...

• Then: Would you like me to make a table reservation for you? …

• Or: I wish you a wonderful (day / evening / etc.).



15.3 Good evening, (name). How was your day? … Will you be dining at the hotel

this evening?

o Yes: Would you like me to reserve you a table?

§ Yes: Which restaurant would you prefer? … For what time? …

For how many people? … I’ll reserve you a really nice

table. I wish you a wonderful evening!

§ No: I wish you a wonderful evening!

o No: I wish you a wonderful evening!



16. Answering How are you?

Question: How are you?

Answer: If I were any better, I’d be twins.



17. An Arriving Guest is Tired

• I know just the thing for you! I highly recommend the (Swedish) massage at our spa (on the 3rd floor). Guests say it’s really good. You’ll feel as right as rain in no time.

o Would you like me to make a reservation for you? / If you’d like me to make a reservation for you at the Spa, please let me know. My name’s (Somchai).



18. Public Area

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

• Is there anything I can do for you?

• I wish you a wonderful (day / afternoon) with us, (sir / madam)!



Or:

• Good morning, 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 wish you a wonderful day.



Or:

• Good afternoon, Mrs. Smith. Are you enjoying your stay? … I’m glad to hear

that. (Compliment the guest: ) I like the colour of your blouse. It’s very

beautiful. I wish you a wonderful day / evening / stay.



Or:

• Good evening, (name). How was your day? …

• Do you like (Thai) food, (name)? … (Follow up with:) Do you like chicken)?

• … I highly recommend the (name of chicken dish) in (name of restaurant). It’s delicious!

• Do you like (strawberry cake)? … I highly recommend it. Or: Don’t forget

• to try the (chocolate mousse). …

• I wish you a wonderful evening.



Or:

• Good (afternoon), (name)! … I wish you a wonderful day / evening!



19. Presenting a Flower in the Lobby

• Good afternoon, (madam). Are you enjoying your stay? … I’m glad to hear that. I have picked this flower for you. I wish you a wonderful day. Or:

• Good afternoon, (madam). Are you enjoying your stay? … I’m glad to hear that. I hope this flower makes you happy. I wish you a wonderful day. Or:

• Good (morning), (Mrs. Smith). Because you have such a beautiful smile,
(1) I’ve picked this flower for you.
(2) I’d like to give you this flower.

• Is there anything I can do for you? … I wish you a wonderful day.



20. Presenting an Item at a Guest’s Door

• Good afternoon, Mrs. Smith. I do hope you’re well. (I’m glad to hear that.) Here’s the shampoo you’ve asked for. … (My pleasure.) … If there’s anything else I can do for you, please let me know. I wish you a wonderful day.



21. At the Pool

• Good afternoon, (sir / madam). How are you? (Or: I do hope you’re well. /

I do hope you’re enjoying your stay.) … I’m glad / sorry to hear that.

• Is there anything I can do for you or bring you? Or:

• If there is anything I can do for you (If you’d like anything, …), please let me know.

o I wish you a wonderful (day / afternoon), (sir / madam)!



22. A Guest is Checking Out

• I see that you’re checking out tomorrow, (name).

o It’s (10) degrees now in (London). I hope that you have some warm
clothes with you.

o It’s very hot now in (London). (It’s almost as hot as here.)



• I do hope that you have enjoyed your stay with us.

o I’m glad to hear that.

o I’m sorry to hear that. May I ask what was wrong?



23. You are Closing the Limousine Door Before 2 Guests Leave

• Thank you very much for staying with us. I do hope that you feel relaxed and better able to cope with the daily situations in your life. (I picked this flower for you.) … I wish you a wonderful / happy life together.



24. While Walking around the Public Areas

• Welcome to …, (sir/madam/name)! You’re going to love staying
• with us, (name)!
• Good (afternoon), (sir/madam/name)! I wish you a wonderful day!

• Good (afternoon), (sir/madam/name)! Is there anything we can do for you? … I wish you a wonderful day!



25. Returning Guests

• Welcome home, Mrs. Smith. Please allow me to carry your bags … I have something you’ll like…a CD (by/with …) It’s from my home. (Or: I’ve brought it from my home for you.) Would you like to listen to it in your room to help you relax?
• Welcome home, Mrs. Smith. Would you like a cup of your favourite tea before you go up to your room?
• Welcome home, Mrs. Smith. Would you like a refreshing cold towel before you go up to your room? … Please take a seat over there. There’s a lovely breeze blowing there.
• Welcome home, Mrs. Smith. Would you like me to serve you a cup of your favourite tea over here before you go to your room? There’s a lovely breeze blowing there.


26. Public Area Staff as They Pass Arriving Guests

• Welcome to our resort, (name)! I wish you a wonderful stay.
• Welcome to the (resort / name of resort), Mr. & Mrs. Smith. You’re going to have a wonderful time with us! … That’s a very nice shirt, Mr. Smith. … I wish you a wonderful stay.







Front Office - Talking About the Hotel





1. Offering a Welcome Drink

· “(Guest arrival: ) May we serve you a delicious welcome drink in the Lobby Lounge where you can relax and enjoy the beautiful view over (Naiharn Bay), or would you prefer to sit on the terrace of your room where you have an even more beautiful view over the Bay?” Or:

· “(Guest arrival:) Here’s a delicious welcome drink, Mr. Smith. I hope it refreshes you.”



2. Starting the Walk from Reception to the Room

• May I escort you to your room? … You’re going to love staying with us, (name)! …
We are going to make your dreams come true.



3. Introducing a Restaurant 1

• That’s the (Orchid Café) over there. It serves delicious buffets at breakfast, lunch, and dinner. Guests say the food is really good. I highly recommend the …

• (Or: ) That’s the (name of restaurant) over there. It serves … Do you like (chicken)? … I highly recommend the (name of chicken dish). That’s …. It’s to die for! …



4. Introducing a Restaurant 2

• Do you like (Thai) food?

• We have an excellent (Thai) restaurant (on the first floor) called (…).

Yes: Do you like (fish)? … I highly recommend the (name of fish

dish)? That’s (describe the dish). It’s to die for!

Do you like …? Then you must try the (name of a dessert). It’s delicious.


5. Introducing a Restaurant 3

• If you’d like some Thai food, you must try (Basil) (on the first floor next to …). I highly recommend the (name of two dishes). They’re both very good.



6. Introducing the Lounge Bar

• Do you like (jazz)? … Then I highly recommend the (Living Room) lounge bar (on the first floor). You can listen to a live (jazz) band every evening. The band plays really well.

• Do you like (non-alcoholic cocktails)? I highly recommend the (name of a cocktail). I’m sure you’ll love it.



7. Delivering Luggage to a Guest’s Room

• Good afternoon, (Mrs. Smith). I do hope you’re 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 fabulous view from this room. I hope you enjoy it. …

• Would you kindly check your luggage? …

• I thought you might be hot and tired from your journey so I’ve placed two refreshing cold towels with a beautiful (lemongrass) fragrance in your fridge for you.

• If there’s anything else I can do for you, please let me know. I wish you a wonderful stay with us.


• Housekeeping





Section 1. Daily Room Duties



1.1 Entering a guest's room

1.1.1 Entering a guest room

* (Ring the bell) Housekeeping. May I come in? ... (Ring the bell) Housekeeping.
* (If nobody replies, ring the bell again:) Housekeeping. May I come in? (Open the door a little)


1.1.2 Greeting the guest in the room

* Good (morning), (name). How are you this

(morning)? ... I'm (glad / sorry) to hear that.
* My name is (name). I'm your room attendant.


1.1.3 Introducing yourself to a new guest
* Good (morning), (name). Welcome (back) to the (Sokha Angkhor Hotel).
* My name is ... I'm your room attendant.
* If there is anything I can do for you, please let me know or call number (...).
* I am happy to serve you. Or:
* Please make yourself at home. ... Goodbye, (name).


1.1.4 Asking for permission to clean the room
* May I clean your room now or should I come back later?
Now: * Thank you, (name).
Later: * When would you like me to come back?
* Certainly, (name). I'll come back at (10) o'clock.


1.1.5 Leaving the room
* Your room is ready now, (name). Is there anything else?
No: * Thank you, (name). Have a nice day.


1.1.6 Explaining what you are doing, if the guest returns
* Good (morning), (name). I'm cleaning your room.
May I finish? Or: May I carry on?
Yes: * Thank you, (name).
No: * When would you like me to (come back)?


* (If the guest looks very hot and tired:) May I bring you a glass of cold water?


1.1.7 Saying goodbye to a departing guest
* I see that you're leaving today, (name). ...
* Have a pleasant journey, and I hope to see you again. Goodbye.

Section 2. Returning Laundry to Guest Rooms



1.1 Presenting the laundry in a guest's room

1.1.1 Entering a guest room

* (Ring the bell) Housekeeping. May I come in?... (Ring the bell) Housekeeping. ...

* (If nobody replies, ring the bell again:) Housekeeping. May I come in? …(Open the door a little)


1.1.2 Greeting the guest in the room
* Good (morning), (name). How are you this (morning)? ... I'm (glad / sorry) to hear that.

* My name is (name). I'm your valet. I have brought your laundry.

* Is there anything else I can do for you? ... Have a pleasant (evening).





1.2 Informing a guest about damage to laundry

* Good (afternoon), (name). My name is (name). I'm (a Housekeeping supervisor / laundry valet).
* I am sorry to disturb you. We have found a damaged (shirt) in your laundry bag. Would you still like us to (wash / dry clean it)?

* Certainly, (name). Have a pleasant day, (name).





1.3. Presenting the laundry when the laundry is late

* Good (afternoon), (name). My name is (name). I'm your valet.

* I have brought your laundry.

* I am sorry that it is late.

* Is there anything else I can do for you? ... I wish you a wonderful (day).





1.4 Presenting the laundry when the laundry is damaged or lost

1.4.1 Informing the guest

* Good (afternoon), (name). My name is (name). I'm your valet.

* I have brought your laundry.

* I am sorry, but we have (damaged / lost) a (shirt). Or:

* I am sorry, but some colour has run and damaged a (shirt).

* The Hotel will pay (usually pays) the cost of a new (shirt).



1.4.2 If the guest does not agree

* I will ask the Duty Manager to see you right away, (name). ... Goodbye.




Food & Beverage Service & Kitchen

12 Suggestions for the Next Buffet Service Briefing





1. They are Experience Creators, not Waiters. Everything they do should create experiences.



2. When a guest walks past you carrying a pate and heading for the tables, it is very likely that s/he is going to sit down. Walk behind so that you can pull the guest’s chair as s/he reaches his/her table.



3. Look out for opportunities to pull a chair for a guest who is getting up or sitting down.



4. Think all of the time, “Where is there an opportunity to create a memorable experience for a guest?”



5. Try to resist the temptation to stand in pairs and threes and chat. One cannot be an Experience Creator if one does this.



6. Walk around more, especially in the area where there are fewer standing heaters, such as by the chessboard platform.



7. When you look at a table, see what you can do for the guests there. For example:

a. Are any glasses one-third full which you can fill up?

b. Is anyone about to finish a plate of food or soup? Be ready to offer to remove the dirty plate.

c. Are any side plates full of food debris and which can be changed?

d. Can you fill up any wine glasses and ask if the guests would like another bottle of wine?

e. Is anyone’s drink glass empty? Offer another drink.



8. If you see a guest sitting on his/her own at a table, go over and ask something like:
· “Good (evening), (madam). Are you enjoying your meal? … I’m glad to hear that… Is there anything I can bring you? … A delicious dessert, perhaps? …”

· If you can, look up the guest’s name on the seating list and address him/her by name.



9. When you see a guest at a buffet counter, casually go up to the guest and show
some enthusiasm for the dish. For example:

· “The (lamb curry) is delicious! I highly recommend it!”

· “If you like (chicken), you’ll love this / the (chicken breast in a honey sauce). It tastes very good.”



10. If you are standing at a buffet stand, you should not be silent when a guest comes to look at the food in front of you. Talk about it like it was food for sale in your own shop – like in (9) above.



11. Greet guests with eye contact as you pass them or they pass you. Don’t ignore them. Look them in the eyes, smile, and say, “Good (evening), (sir/madam).”



12. At a buffet there are plenty of opportunities to compliment people’s clothing. Do so, especially the dresses of the women. Compliment their hair too. Charm them! That’s part of your job as an Experience Creator.



Dinner Buffet Interactions





Interaction 1

• Good evening, (madam). Good evening, sir. … Are you enjoying your dinner? … I’m glad to hear that. I wish you a wonderful evening … My pleasure.





Interaction 2

• Good evening, (madam). Good evening, sir. … Are you enjoying your dinner? … I’m glad to hear that. … Is there anything we can do to make your stay more memorable? … I’m glad to hear that. … I wish you a wonderful evening … My pleasure.





Interaction 3

• Good evening, (madam). Good evening, sir. … Are you enjoying your dinner? … I’m glad to hear that. … “If you like (chicken), you’ll love this / the (chicken breast in a honey sauce). It tastes very good. (I cooked it myself.) … May I serve you some? … I wish you a wonderful evening … My pleasure.





Interaction 4

• Good evening, (madam). Good evening, sir. … Are you enjoying your dinner? … I’m glad to hear that. … You’re wearing a beautiful dress. … My pleasure … I wish you a wonderful evening … My pleasure.


Food & Beverage English to Create a Truly Memorable Experience





1.1 Presenting the food

A few minutes before presenting the food you could pass the table and say something about their order to create suspense. For example:

· By the way, the chef is in the garden picking the vegetables for your salad.
· The chef is now picking the vegetables for your salad in the garden behind the Kitchen.
· The chef is now at the back of the kitchen milking the hotel cow so that your milk is fresh.
· I was in the kitchen just now and your (fish) smells so good.

· I’ve just been into the kitchen. Your (Tom Kha Gai) smells delicious.
· By the way, I’ve just seen the chef climbing the (mango) tree so that the (mangoes) in your dessert are fresh.

· By the way, your food is nearly ready. The chef’s witch doctor has nearly finished his ceremony. … (I’m not sure, but we often find frogs in the restaurant afterwards. But don’t worry.)


When you present the food, say something positive or a little humorous, such as the following. As always keep an enthusiastic smile on your face and show enthusiasm in your voice.


· Here’s your delicious (grilled salmon with steamed vegetables), Mr. Smith.
· I’m sure you’re going to love it / enjoy it.
· It smells so / really good.

· It looks really tasty.

· The chef has put his heart into it.

· It comes from my heart.

· It comes with the passion and love of the chef / barman.

· I’d love to sit down and join you as it smells so good.

· Would you like anything else, such as (soya sauce) or (tomato sauce)?

· I wish you a very enjoyable (or: wonderful) lunch / meal.



2.1 Taking a dessert order



2.1 Creative and Memorable

· We have some wonderful desserts that are to die for. May I tempt you with one?
· The (strawberry mousse) melts in your mouth.
· May I tempt you with the (satin smooth chocolate mousse), which has an absolutely delicious, melt-in-the-mouth taste?
· Here’s our dessert menu. Would you like to indulge in (try / enjoy) one of our sinful desserts?


Point out which desserts are really sinful!

· It’s my favourite dessert. I secretly eat it in the kitchen when the chef isn’t looking.
· I like it most of all.

· This is my favourite dessert.

· It’s really (good / delicious).

· It’s one of our signature desserts.



After recommending a dessert, you could compliment it, like this:

· It’s very popular in this restaurant.

· It’s heavenly / gorgeous / delightful.

· It’s a mouth-watering delight.

· It’s absolute bliss.

· You won’t regret it.

· You’ll regret it for the rest of your life if you don’t have it.



2.2 Checking satisfaction



2.2.1 Polite and Proper

· I do hope you’re enjoying your (lunch). … I’m glad to hear that.

· Is everything all right?

· Is the food to your expectations?

· I do hope that you’re enjoying your (meal / name of food).



If the guest has finished:

· I (do) hope you enjoyed the flavour of your (steak).

· I do hope you enjoyed your (steak / meal).



2.2.2 Creative and Memorable

· I do hope you’re enjoying the (name of dessert). If you’re not, we’ll send the Pastry Chef back down to the dungeons. (She’s only been out for a week.)

· Are you enjoying the (name of drink), or shall we send the Barman down to the dungeons?

· Are you enjoying the (name of dessert), or shall we demote the Pastry Chef to Steward?

· Are you enjoying the (name of dessert), or shall we cast the Pastry Chef adrift at sea?

· Excuse me, ladies and gentlemen. Are you all enjoying the food or shall we take the chef down to the dungeons?

· Excuse me. We have a problem in the kitchen. The chef is panicking. He’d like to know if you are enjoying the food.

· I do hope you’re enjoying the (cocktail from heaven). If you’re not, the (management / Bar Manager) will send me down to the dungeons.



When the guest answers and says that the food is fine, say:

… Thank you so much. I’ll let him know. …

1. He’ll be so relieved. His blood pressure will come down now.

2. We won’t have to buy him a wig now.



When the guest answers and says that the food is not good, say:

… I’ll take care of the matter right away.





While filling up a water glass, you could say:

· The (fried duck) tastes really good, doesn’t it?



2.3 Dealing with a complaint



2.3.1 Polite and Proper

· I’m terribly sorry, (sir). I’ll find out what is happening.

· I’m terribly sorry, (sir). The chef has said that it will be ready in 10 -15 minutes.
· I’m terribly sorry, (madam). I’ll bring it as soon as it’s ready.

· I’m terribly sorry, (madam). May I bring you a complimentary (glass of water)?
· I’m terribly sorry, (madam). I’ll change it right away.

· I’m terribly sorry, (madam). I’ll have it cooked a little longer. Or would you like me to change it?

· Would you like a salad from the buffet while we prepare the dish?

· …Would you mind waiting about 20 minutes while it’s cooked?

· I’m terribly sorry, (madam). I’ll have it heated up right away.

· (May I ask what the problem is?) … Would you like the same drink again or may I bring you another one?

· I’m terribly sorry, (madam). I’d like to try and make up for this. May I ask when you are checking out? … In that case, please have dinner here tomorrow and allow me to make something really special for you.


2.3.2 Creative and Memorable

When you bring the item, present the item and say:

· … I’m terribly sorry about this. The palace guards are taking the chef down to the dungeons as I speak. It won’t happen again.

· I’m terribly sorry, (sir). I’ll find out what is happening. … Here’s your … (name).

· I’m terribly sorry. The chef had made your appetizer, and he tasted it to see
if it was all right. Unfortunately, he liked it so much that he ate it, so he’s

making it again. … Your (name of food) will be ready in 5 minutes.



2.4 Leaving a guest at the end of a conversation



2.4.1 Polite and Proper

· If there’s anything I can do for you, please let me know.

· I hope you will have a wonderful meal / day.

· I hope you enjoy your (name of dish).



2.4.2 Creative and Memorable

· I must excuse myself, (sir). My wife (in the kitchen) will be wondering who I’m
with.



2.5 Telling a guest that the restaurant is closing soon



2.5.1 Polite and Lacking in Emotional Value

· Would you like to order a dessert before we close the kitchen?

· The kitchen is going to close at 10.30. Would you like to order a dessert before we close the kitchen / it closes?

· The restaurant is closing in (15) minutes, but the bar will be open until … (There will be service staff at the bar, but there will be nobody in the restaurant.)



2.5.2 Creative

· May I tempt you with one of our sinful desserts before we close the kitchen in (20) minutes?

· Would you like to order anything else before we close the kitchen? The cooks turn into demons after (11:00 p.m.) so we have to lock them in by then.




Sports & Recreation



Section 1: Some Ways to Create a Memorable Pool Experience



· Each day the Pool Attendants should have several copies of a plan showing where the sun beds are at the pool. There should be a space next to each sun bed to write down the name of each guest who occupies the sun bed during the day.

o When a guest arrives at the pool the guest’s name should be recorded on the plan.

o The guest’s time of arrival and departure should be noted down too, as well as what the guest ordered to eat and drink.

o When a guest leaves, his/her name should be crossed out.

o Note down any guest likes in the hotel’s Guest History Record Software.



· At the start of each day, look at the list of the names of the in-house guests.
o See which of the guests has been at the pool, and look at the plans of the last 2-3 days to see where the guests like to have their sun bed, when they arrive, what they like to eat and drink, and what they ask for, such as a newspaper, cold towel, etc.

o Be ready to take them to their favourite sun bed and to offer them their favourite food and drink.

o Be ready to offer an equally good sun bed if their regular sun bed has been taken by another guest. Of course, you should do your best not to take guests to the sun beds of your regular guests in case they are late in going to the pool.



· Greet each arriving repeat guest by name. “Good morning, (sir/madam/name). Welcome back to the pool! Would you like your usual / favourite sun bed?”

o At the sun bed, ask: “Would you like your favourite drink now or later? … If the guest wants it later, ask: “When shall I bring it? …”

o At lunch time, ask: “Would you like to eat the same as yesterday or would you like me to recommend something?” Or “Would you like the (name of food) again?”








Section 2: Some Ways to Create a Memorable Fitness Centre Experience



· Each day the Fitness Centre Attendant should have a copy of a plan showing where the fitness equipment is in the room. There should be a space next to each piece of equipment to write down the name of each guest who uses the equipment during the day.

o When a guest arrives at the Fitness Centre, ask for the guest’s name. Make a record of it.

o The guest’s time of arrival and departure should be noted down too.
o When a guest leaves, his/her name should be crossed out.

o Note down any guest likes in the hotel’s Guest History Record Software.

· At the start of each day, look at the list of the names of the in-house guests.

o Look at the plans of the last 1, 2, or 3 days to see which equipment the guests like to use, when they arrive and depart, what they like to eat and drink (if relevant), what they ask for, such as a newspaper or cold towel; what TV channels they like to watch; what music channels they like to listen to; what fruit they eat; how much water they drink; etc.

o Be ready to offer to take them to their favourite piece of equipment and to offer them a towel and a bottle of water. (See below.)

o Be ready to offer another piece of equipment that they like to use if their favourite piece of equipment is being used by another guest.



· Greet each arriving repeat guest by name. “Good morning, (sir/madam/name). Welcome back to the Fitness Centre! Would you like to exercise again on the (treadmill / weights)?”

o “I have set the same programme as (yesterday / last time), and turned on: the television at your favourite channel. Or:

the music at the same channel as last time.”


Questions for Experience Creators to Ask Themselves Daily and for Department Heads and Team Leaders to Ask Their Staff







7 Questions for Experience Creators (Employees) to Ask Themselves Daily



1. Where can I create a truly memorable experience now?

2. How can I create a truly memorable experience for each of these guests now?

3. If a guest comes now, what will I say and do?

4. What am I going to do to create a truly memorable experience

(at lunch / dinner; this morning / afternoon / evening??

5. What can I record about these guests’ likes and dislikes?

6. (At the end of the day: ) Did I create any truly memorable experiences today?

7. (At the end of the day: ) Is my basket of petals empty?





7 Questions for Team Leaders to Ask Each Experience Creator (Employee)

During the Day



1. How can you create a truly memorable experience for this guest now?

2. Have you emptied your basket of petals yet? (Why not?)

3. What have you done to create memorable experiences today?

4. If a guest / a couple comes now, what will you say and do? (e.g. guests

on their own, couples, unhappy couples, etc.)

5. What did you learn from the briefing? How can you apply it?

6. What are you going to do to create a truly memorable experience

(at lunch / dinner; this morning / afternoon / evening)?

7. What have you noticed and recorded about the guests’ likes and dislikes?





7 Questions That Department Heads and Team Leaders

Should Be Able to Answer



1. What did you and your staff do (today / yesterday) to create a truly memorable experience?

2. Honestly, did every member of your team empty his/her basket of petals yesterday? (What will you do to improve this?)

3. What did they do to create a truly memorable experience and to make the guests happy?

4. Give examples of how you have created a memorable experience today.

5. What are your team members going to do and say to create a truly memorable experience (at lunch / dinner; this morning / afternoon / evening)?

6. What was discussed in your briefing?

7. What guest information have you learned about the in-house guests?

What have you done with the information?